Job Description

Company Description

Raffles Udaipur, your private oasis. A destination for the curious, well-travelled connoisseur on a constant quest for peace, calm and discovery. Located On a 21 Acres Private Island Amid Lush Greenery, Perfect For A Rejuvenating Stay. Enjoy Seasonally Inspired Dining Experiences and Unmatched Hotel Services and Amenities.

Front Office Operation

• Has full awareness, manages and supervises all tasks of his/her staff.
• Direct work assignments of supervisory and non-supervisory personnel.
• Inform other operating departments of matters related to Butler operations, notably to ensure VIP status and other such information to Housekeeping, Engineering, Laundry, Sales, Food & Beverage etc
• Schedule routine inspections by Assistant Managers of all butler/Front office areas including occupied and non-occupied rooms.
• Inspect guest rooms and pantries on a regular basis to ensure guest preferences are met
• Appraise appearance, discipline and efficiency of all staff under direct supervision.
• Ensure consumption of resident supplies is under control.
• Monitor and control relevant procedures including lost and found, key control, etc
• Ensure Butlers deliver the Raffles touch by providing pro-active personalized service
• Ensure tactful up-selling is optimized and hotel products and facilities are utilized to the utmost by all guests.
• Ensure butlers receive recognition for their efforts in the form of regular feedback
• Ensure long-staying/special-attention/occasion-celebrating/repeat guests are taken care of exclusively, paying particular attention to their needs and requests
• Co-coordinating with the Engineering Department about their routine maintenance of the equipment.
• Overall controlling and supervision of the Department.
• Training and coordination with supporting Departments.
• Make reports and recommendations when required.
• Supervise the Front Office/Butler team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
• Maintain inter-departmental relationships to ensure seamless customer service.
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Approve upgrades and special amenities.
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
• Work with the Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:


? Plan for future staffing needs and recruit in line with company guidelines


? Analyses training needs of Butlers and develop training programmers'


? Conduct probation and formal performance appraisals


? Coach, counsel, discipline staff and provide constructive feedback to staff

• Adhere to OH&S policies and procedures and ensure all direct reports do the same
• Log security incidents and accidents in accordance with hotel requirements
• Work with the Finance and Director of Rooms in the preparation and management of the department's budget and P&L.

Team Management



• Interview, select and recruit Front Office employees



• Identify and develop team members with potential



• Conduct performance review with the team



• Constantly monitor team members' appearance, attitude and degree of professionalism



• Prepare detailed induction programs for new employees



• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business



• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service



• Prepare payroll and gratuity reports



• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities



• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features



• Be well versed in hotel fire & life safety/emergency procedures



• Attend all briefings, meetings and trainings as assigned by management



• Report for duty on time wearing clean and complete uniform at all times



• Maintain a high standard of personal appearance and hygiene at all times



• Perform other reasonable duties assigned by the Management of the Hotel

Main Complexity/Critical issues in the Job



Maintain highest standards and quality of service in the respective areas of butler

Qualifications

• Degree in Tourism & Hospitality Management
• Minimum 5 years experience in a similar capacity in a luxury hotel environment with 3 years at an Assistant manager Level. Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint



Additional Information

• An opportunity to be with world's preferred hospitality company
• Captivating and rewarding experience working alongside passionate professionals
• Range of exclusive Heartist Benefits
• Develop your talent through learning programs by Academy Accor.