Job Information
Marriott Butler Supervisor in Langkawi, Malaysia
Additional Information Butler Supervisor
Job Number 24091578
Job Category Housekeeping & Laundry
Location The Ritz-Carlton Langkawi, PT 313 Jalan Pantai Kok, Langkawi, Kedah, Malaysia
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
POSITION SUMMARY
Greet guests upon arrival and articulately explain details and amenities available. Respond to guest requests for special arrangements or services (e.g., unpacking, dry cleaning press guest garment, shoeshine, assist with reservations, and transportation) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Inspect guest rooms after being cleaned by Housekeeper to ensure quality standards. Verify room status, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms. Document and resolve issues with discrepant rooms with the Front Desk. Communicate issues to next shift. Complete required paperwork.
Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications. Ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested.
Duties & Responsibilities
Ensure preparation all amenities and to inspect all villa based on arrival list and guest history report
Assisting other butlers with their tasks or duties to maximize guest satisfaction.
To ensure that all villa blocked for arrival are prepared on time prior guest arrival
Liaise with other butlers on ensuring guest preferences and recorded.
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
Responsible for promoting hotel facilities, services and product to the targeted guest group.
Assisting Guest Experience Manager to resolve any issues
To control and do record for gift given to repeater guests
Personally meet and greet all Villas guest upon arrival and fond farewell upon departure.
Familiarize with internet, local and international newspaper/magazines and other resources to get any information needed by the guests
Provide recommendation for best place for shopping and sightseeing
Pulse check on guest satisfaction during the stay.
Regularly inspect the quality of service provided by all butlers, and ensure that all services are according to standard
To assist Front Office, Housekeeping and Food & Beverage Department for any basic requests to give quick and respond service to the guests, providing lateral service.
Have good knowledge about local area, events happening in Langkawi
Check Butler’s grooming in accordance to hotel standard
Work closely with front desk and housekeeping to ensure correct room status at all times
Provide assistance when required during peak periods.
Adhere to hotel cleaning and maintenance program, involving in Villas CARE program.
Enliven the Gold Standards of The Ritz-Carlton and serve as a role model.
Manage the training for butler and compile training hours directly with HR (new and senior)
Responsible to give orientation and train new Butlers and organize all the necessary things to ensure he/she ready to work.
Managing and updating the new information folder and all files documentary in the office.
Precariously check all registered pre arrival suites and villas.
Manage all Butlers, supervising operational and create new project and activities
Solve problems and any possible service short falls efficiently, follow up and activate progress check/reports on active Problem Resolution and service recovery currently on process.
Supervising and controlling all butlers to make sure we are compliance with brand standard and all audits (LQA,BSA)
Committed to integrating leading environmental practice and sustainability principles into our core business strategy continuously in butler department areas.
Safety and Security
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
Maintain awareness of suspicious persons on property premises.
Report works related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Use hotel assets in safely to avoid any damage or accidents
Ensure that the buggy is used appropriately, drive at a decent speed to avoid injury.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Follow company and department policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations
Address guests' service needs in a professional, positive, and timely manner.
Assist other employees to ensure proper coverage and prompt guest service.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Thank guests with genuine appreciation and provide a fond farewell.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Assist GR team to make arrangements for welcome drink and cold towels and assist in serving.
Escort guest to room/villas and offer room orientation.
Assist guest with buggy pick up and drop off around the resort.
Assist guests/visitors with valet parking and advise the guest in regard to the parking policy.
Communication
Talk with and listen to other employees to effectively exchange information.
Provide assistance to coworkers, ensuring they understand their tasks.
Speak to guests and co-workers using clear, appropriate and professional language.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Working with Others
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
Assist front desk team with clerical jobs as and when required
Filing of checks received from outlets in room bucket
Collect breakfast doorknob cards and deliver to Private Dining on a daily basis.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Physical Tasks
Read and visually verify information in a variety of formats (e.g., small print).
Move at a speed required to respond to work situations (e.g., run, walk, jog).
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
Move over sloping, uneven, or slippery surfaces.
Move up and down stairs and/or service ramps.
Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Greet/Escort Guests
Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Assist guests/residents/visitors entering and leaving property.
Assist with group luggage requirements (e.g., luggage pull, storage, drops).
Assist guest with buggy pick up and drop off around the resort.
Assist guests/visitors with valet parking and advise the guest in regard to the parking policy.
Assists Management
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.
Coordinate tasks and work with other departments to ensure that the department runs efficiently.
Assist management in counseling hourly employees on work related concerns and issues to ensure satisfaction and productivity.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: At least 1 year of supervisory experience.
License or Certification: None
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.