Executive Butler
Burj Al Arab
Total years of experience :18 years, 4 months
Completes cashiering transactions in accordance with the hotel's credit policies.
Responsible for up selling of facilities and services in the SBU and other Jumeirah properties.
Fully responsible for the manning and cleanliness of the Butler Pantry & the Reception Desk on his/her respective floor. Ensures that each area is correctly stocked & operationally prepared at all times according to set standards.
Maintains seamless interaction with guests in order to facilitate guest recognition, obtain preferences, anticipate guest needs and proactively action all their requests & requirements. Also, ensures the privacy and security of all the suite guests.
Maintains a full & comprehensive knowledge of the products and services available in the SBU, other Jumeirah properties and the local area.
Carries out guest registration, cashiering and other administrative tasks as per the standard.
Inspects and Sets Up the arrival and occupied suites as per the guest preferences in accordance with the set standards.
Maintains full control over the Private Bar Inventory including Replenishment, and Control on par stock as per the standard.
Abides by all hotel and company policies and procedures including Health & Safety policies, Butler's Grooming standards, punctuality/ attendance procedures and Quality standards.
Any other duties as may reasonably be requested by the management.
Extend personal service and attention to all guests, with particular emphasis on Club Rotana and VIP Guests
Prepare and coordinate the distribution of guest amenities, welcome letters and fruit setups for VIPs and long-stay guests
Maintain an up to date knowledge of the hotel and local services, supply information and respond to guest queries and promote inter-hotel sales and in-house facilities
Maintain and update guest history profiles through the Opera guest profile system
Review and prepare next day’s arrival reports for VIPs and those accorded special status, ensuring that these are highlighted to the management and necessary related functions are activated
Block rooms ensuring allocation, according to guest expectations, utilizing guest history and communicates with all related departments to create awareness of any special requirements
Give courtesy calls and complete the daily call log as per established guidelines
My Duties and responsibilities as a Front Desk Agent are :
To do the Check-in and Check-out Hotel Standards by following the standards given by Leading Quality Assurance.
Cashiering should be handled with Honesty.
Correct information should be given to all the guest.
Respect with Guest and Colleagues should always be there.
To be aware to the Promotions going on around the Rotana Hotels.
To make sure that by the end of the day all the transaction made is tally with the cashier shift reports.
Complains should be hanldled with care.
Telephone inquiry should be answer with a polite manner.
All guest should be treated as Very Important Person.Provide prompt, courteous and efficient service to all guest, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure
Ensure guests are personally greeted by name, if known and escorted to their room to make them feel expected and welcomed
Conduct in room & hotel familiarization and assist guest in hotel activity enquiries / requests
Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries
Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels
Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems
Maintain the privacy of all guests by ensuring that no details of the guests are disclosed
Demonstrate a complete understanding of the hotel’s policies, procedures and service standards and have full knowledge of the hotel facilities and happenings
My Duties and responsibilities as a Receptionist are
Ensure high level of product knowledge of the hotel and the local area and know what is happening in the hotel on a daily basis.
Ensure our customers receive a fast, efficient and friendly check-in and check out.
Ensure all customers queries or request are handled in polite, efficient manner and a high level of customer service is consistently maintained.
Ensure a high level of liaison is maintained between the Front Office and all other Departments within the Hotel.
Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel to maximize revenue for the Hotel.
Adhere to pre-set availability and rate controls and ensure all refused business is recorded with reasons for refusal.
Ensure and maintain the security of information relating to customers and personnel in the Hotel.
Adhere to company credit policies to ensure that all revenue expected will be received.
Maintain and update Guest Profile and marketing database as laid down in the Front Office procedures.
Comply with all company policies relating to Front Office.
Comply with all systems and procedures as laid down by the Front Office Manager.
My Duties and responsibilities as a Telephone Operator are :
Responsible for ensuring all communication relating to the hotel both external and internal are actioned speedily and efficiently in accordance with the specified standards.
Ensure the correct operation of the switchboard to effect the fast and efficient transferring of internal and external calls.
Ensure all guest requests including wake-up calls are actioned speedily.
Ensure all charges are allocated in accordance with the hotel credit policy.
Comply with all systems and procedures as laid down by the Front Office Manager.