POSITION SUMMARY:

Elite Butler, Korean creates an added value to the overall experience of our Korean guests. This entails guest recognition and personalized service such as welcoming all VVIP and Villa guests, knowing their preferences, and creating a relationship with the guests to ensure a lasting and memorable stay. The Elite Butler, Korean acts as a link between the Korean guests and the hotel management and staff by ensuring all guest requests and inquiries on the property in general are attended to, including but not limited to matters relating to food & beverage, luggage assistance, reservations to the different facilities and transportation services in the property in accordance with the company standards.

PRIMARY RESPONSIBILITIES:

1. Ensures professional and timely customer service to our Korean guests and customers.
2. Knowledgeable on all areas of VVIP and Villas villa reservations and allocation, transportation, restaurant bookings, show tickets, guest services, business centre services, handling of Villa dining, food ordering, and dispatch requests to all butlers according to guest’s requirements.
3. Fully knowledgeable of the property in general including its services, products, hours of operation, events, facilities, shops, activities, restaurants, attractions, tours and transportation rates, and schedules to ensure guests receive appropriate, accurate and timely response, information, and recommendations.
4. Attends to all guest requests and ensures accurate and timely processing in accordance with VVIPs and Villas concept and makes appropriate suggestions to enhance the guest experience.
5. To fully understand, maintain and/or improve and proactively seek out the Forbes Five-Star rating of the property.
6. Adheres to all Forbes standards and all company guidelines, standard operating procedures, and trainings.
7. Fosters a positive relationship between the management and the Korean guests and customers to gain loyalty.
8. Monitors the guest and ensures the delivery of the highest standard of guest service to not only fulfil but to exceed guests’ expectations.
9. Attends personally to the needs of VVIP and Villa guests 24/7 as needed.
10. Acts as the main point of contact for VVIPs and Villa Korean guests.

11. Demonstrates an awareness of the diversity of guests’ cultural backgrounds.
12. Ensures VVIP and Villa Korean guests arriving or departing by limo are met and greeted and are given a seamless check-in/check-out either in the lobby or guestroom and escorts them rooming and departure process.
13. Maintains readiness for service by being fully equipped, stocked, and up to date with relevant guest information.
14. Prepares equipment, station, stock, and floors for service. Maintains back-up supplies or cleaning tools for anticipated demand.
15. Prepares mise en place to meet anticipated demand and operating procedures.
16. Updates information, preferences and profile details of VIP and Villa guests to be taken into consideration during service.
17. Knowledgeable of OPERA (PMS), Microsoft Excel, and Microsoft Word. Computer literate.
18. Records accurately and processes requests for our guests, colleagues, and associated departments, utilizing available systems and technology.
19. Liaises with relevant departments regarding guests’ logistical requirements and amenities. Interacts with other departments to provide additional or specialized guest services.
20. Contributes to the maximization of revenue within City of Dreams Manila by upselling rooms where appropriate to guests.
21. Looks for opportunities to sell and/or upsell all hotel services and amenities, restaurants.
22. Exhibits exceptional customer service at all times to both guests and colleagues when communicating instruction, information or advice ensuring the information is received in a clear and timely manner.
23. Carries out daily guest courtesy calls and logs details in the establish log.
24. Has good attention to details and guest needs, has ability to remain calm under pressure, courteous, and warm.
25. Ensures the effective resolution of any issues raised by Korean guests either in person or by referring the issue to a more senior manager to ensure on going relations and rapport are not compromised. Records all guest complaints immediately and follows up according to hotel’s established problem resolution and recovery processes.
26. Obtains feedback from guests to improve services and facilities.
27. Cooperates and coordinates with colleagues whenever necessary.
28. Maintains good relationships with colleagues and contributes to team spirit.
29. Attends daily briefings and ensure pass-on information is seamless.
30. Attends scheduled employee training and periodic reviews on generic hotel training and departmental specific responsibilities.
31. Maintains cleanliness and tidiness of the Concierge station and lobby area.
32. Adheres to all Company policies and procedures, including the uniform, grooming, and hygiene standards, lost and found, and attendance and timekeeping policies

33. Adheres to and complies with the Company’s Data Privacy policies and procedures and ensures and maintains the confidentiality of all guest’s information and pertinent hotel data.
34. Reports accidents, injuries, and unsafe work conditions to supervisors.
35. Ensures that master keys are handled with the utmost care to ensure the safety of our Korean guests.
36. Assists the Hotel Emergency Response Team in responding to emergencies; involvement is guided and / or limited per Hotel’s Emergency Procedures.
37. Participates in the Company’s Corporate Social Responsibility program.
38. Maintains the highest standard of professionalism, ethics, and attitude toward guests and colleagues.
39. Performs other reasonable job duties as assigned by supervisors from time to time.

QUALIFICATIONS:
I. Experience
1. One (1) year previous experience is preferred as an Executive Club Level Concierge, Butler, or Guest Relations Officer in a 5-star luxury hotel, or similar.
2. Knowledge of Front Desk, Concierge, Food & Beverage, and Housekeeping operations.
II. Education
College degree or equivalent professional training, preferred.
III. Skills / Competencies
1. Korean Nationality that is fluent in both written and spoken Korean and English.
2. Excellent interpersonal / presentation skills.
3. Strong guest service skills and anticipating the needs of guests.
4. Ability to stand and/or walk for an extended period.
5. Ability to work on flexible shift including overnight, weekends and holiday on rotation basis.
6. Ability to render overtime as necessary.
7. Ability to carry heavy items (luggage) without losing composure (minimum 15kg)
8. Must be able to work indoors and be exposed to various environments such as but not limited to cigarette smoke and fragrances.
9. Passionate about service.
10. Extroverted.