• Champion the brand and be an ambassador of the World Class Asian Heart Service Culture.
• Assist the Executive Manager – Butler in establishing Department Operating Manual and Specific Operating Procedures to ensure service excellence
• Develop team strengths, identify areas for improvement and coaching team members for their personal growth.
• Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and team member satisfaction
• Manage the butler operation and inspire the team members for excellence
• Be an innovator in creating WOW moments and delivering a luxury service experience to all guests staying on butler floors and suites.
• Identify areas of service shortfalls and develop Best in Class practices and service standards
• Coordinate closely with the supporting departments to ensure the delivery of highest level of guest experience in every touch points.
• Actively participate in health and safety activities to ensure that workplace hazards are minimized and the health and safety of all team members are valued.
• Ensure to be present and add value to the daily briefing as well as monthly meeting and trainings
• Work closely with Housekeeping, Hotel services, Engineering, In Room Dining and all other supporting departments to ensure the delivery of business excellence.
• Provide 24/7 personalized service at the highest level befitting the five-star standard and lead the Butler team to ensure guests receive prompt, cordial attention and recognition.
• Ensure to be fully conversant with all Galaxy Hotel emergency procedures.
• Has full knowledge of Galaxy Hotel brand standards, conducts daily shift briefings to ensure Hotel activities and operational requirements are known by all team members.
• Support and assist Butler personnel and all other Front Office sections during peak periods.
• Ability to multi-task and establish priorities.
• To perform all functions as and when required by the Executive Manager - Butler.
• At least 5 years of work experience in a luxury hotel / IR with 2 years as a multi department / division head role in rooms function managing Guest experience in a large team. (integrated resort environment experience is a plus)
• Solid working knowledge in hotel operations / guest services / housekeeping operations /food & beverage and ability to embrace change and inspire the team members
• Experience managing a high volume operation and excellent multi-tasking skills and ability to manage and influence multiple stakeholders
• Strong knowledge of Opera system, good understanding of Forbes service standards, effective communicator, ability to lead a motivate a team, attention to detail, ability to provide personalized touches.
• Strong leadership and team management skills which fosters teamwork and inclusive culture
• Passionate in people business, strive to deliver exceptional guest service with excellence
• Good communication, interpersonal, supervisory skills and problem solving skills
• Display a high level of commitment to customer services and team development