VIP services Butler
Atlantis The Royal
Total years of experience :5 years, 5 Months
•Responsible for assigned luxury suite occupant, anticipating guest preference and needs throughout the guest stay.
•Ensure all data and preferences of the guest is retrieved prior to arrival, when required contact guest's assistant or other to collect further information.
•Ensure the suite is prepared and ready as per guest preference prior to arrival.
•Greet the luxury suite guest at the Porte Cochere, extending a warm and personalized welcome and escort the guest directly to the suite.
•Carry out in room check in.
•Attend to guest luggage and belongings as per guest preference in un packing storage and other.
•Handle and prepare guest dry cleaning or laundry as per guest requests.
•Ensure all guest preferences and requests are noted and communicated to the rest of the butler team ensuring all butlers are able to carry out personalized service to the guest throughout the stay.
•Prepare guest agenda or schedule including reservations, activities and other and communicate to other departments accordingly.
•Communicate any special needs, food requests or disabilities to the respective departments
•Communicate and follow up on all guest requests in and out of the resort in an efficient and timely manner.
•Ensure all F&B and amenity preferences are served and refreshed daily.
•Follow up daily on guest restaurant preferences and communicate any changes to the F&B department.
•Attend to all departure services required, transportation schedule, flight confirmation, next destination assistance.
•Attend to guest belongings and luggage as per guest preferred packing instructions.
•Have full knowledge of all resort services, hours, and locations around the resort.
•Have full knowledge of all concierge services available in the local area, including distances, times, and locations.
•Have thorough knowledge of the resort PMS system being able to carry out in room check in and check out of guests.
• Greet guests as they enter and put them on a waiting list as necessary
•Provide guests with menus and answering any initial questions
•Seat guests at tables or in waiting areas
• Assign guests to tables they prefer, while keeping table rotation in mind so that server
customers
• Assist guests regarding food and beverage menu items in an informative and helpful way
• Engage with guests to ensure they are happy with food and service
• Respond to complaints and help to resolve them
• Answer phone calls, take reservations and answer any inquiries
•Follow all company and safety and security policies and procedures; report accidents, injury to the Restaurant Manager
• Build relationships with repeat guests to develop and drive guest loyalty and maximize rev
• Thorough knowledge of the resort and all facilities and offerings including but limited to events, etc.
• Any other duties as assigned
•Coordinate communication between front of the house and back of the house staff
•Prepare shift schedules
•Process payroll for all restaurant staff
•Supervise kitchen and wait staff and provide assistance, as needed
•Keep detailed records of daily, weekly and monthly costs and revenues
•Arrange for new employees’ proper onboarding (scheduling trainings and ordering uniforms)
•Monitor compliance with safety and hygiene regulations
•Gather guests’ feedback and recommend improvements to our menus
Internship at Intercontinental hotel Dalian, while doing master’s degree in Dalian, China.
•Ensuring and providing flawless, upscale, professional and high class guest service experiences
•Analyzing customer feedback and providing strategic direction to continuously improve overall rating
•Responding to guests needs and anticipating their unstated ones
Responsibilities
•Provide upscale guest service experiences for clients throughout their stay
•Ensure clients are properly greeted upon their arrival
•Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
•Coordinate luggage collection and storage
•Oversee check-in and check-out procedures, including reservations and financial transactions
•Promptly address guests’ requests, like in-room dining
•Actively listen to and resolve complaints
•Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
•Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
•Inform clients of our hotel services, including breakfast and dining options
•Promote all hotel amenities, conveniences and programs offered
•Scheduling meetings and appointments within the office
•Organising the office layout and ordering stationery and equipment
•Maintaining the office condition and arranging necessary repairs
•Provide general support to visitors
•Assist in the onboarding process for new hires
•Address employees queries regarding office management issues (e.g. stationery, Hardware and travel arrangements)
•English and Chinese languages translation