Head Butler

SUMMARY:
Iconic Hotel, based in Cape Town is looking for a Head Butler to ensure personalised service to all guests in accordance with brand standards and to maximise revenues & profitability in the Butler Service Department.

POSITION INFO:
Duties:

Maintain a beverage stock variance.
Achieve and maintain a low Room Amenity Cost with correct billing and ordering levels.
Maintain and regularly update a clear job profile for each individual butler.
Maintain the best possible guest satisfaction / experience at lowest cost.
Continuously achieve and improve on revenue income
Coordinates and communicates closely with Housekeeping, Food Production & Service Department and Engineering and with other departments as required.
Hold monthly team communications meetings and distribute minutes to F&B Director and HR Manager.
Continuously improve and innovate upon product and services.
Plan and forecast occupancy and activities for the department on a weekly basis.
Implement systems and procedures that achieve higher cost efficiency and guest satisfaction.
Prepare monthly reports on the performance of the outlet
Ensure that the outlet procures the best quality raw material and cost effective equipment.
Conduct mid-month and month-end beverage inventory audits and the publishing of stock variance checks, explanations and remedying action plans.
Implements butler procedures and performance against results.
Distribution of work assignments for each butler within the team.
Inspects all rooms sporadically to ensure that standards are met and maintained.
Manages processes to ensure no beverage or mini-bar stock item ever reaches its expiry date.
Conduct daily audits in the rooms to ensure compliance to standards.
Implement & maintain an effective system of recording guest history, preferences and other guest related data in Amadeus.
Give the guest a fond farewell and hands over all departure gifts and process relating to it.
Guide and help butlers in their daily tasks to ensure a consistently high quality of work delivered.
Makes training plan and audits members accordingly to improve overall staff potential.
Provides hands-on training for the team members on a continuous basis.
Manage the selection, training, and development of employees with an eye toward maximum employee satisfaction, productivity and guest satisfaction.
Maintain morale of staff to achieve minimal department turnover.
Coach, counsel and discipline staff, providing constructive feedback to enhance performance.
Approve leave requests after considering peaks and troughs in the business.
Ensure staffing and rostering requirement are met for the department and submitted to F&B Management and HR.
Provides hands-on training for the team members on a continuous basis
Facilitate learning and development for all the team members of the outlet.
Ensure staff is well groomed and well informed.
Motivate staff through leadership.
Under the general guidance of the Butler Supervisor oversees and directs all aspects of overall hotel operations which includes reservation, telephones, reception, concierge, travel desk, library, bell desk, business centre, guest relations, in room dining, private bar, as outlined in the SOP.
Inspects and monitors all areas of the department to ensure the highest quality assurance standards and promotes the desired work culture among all team members.
Perform other related duties incidental to the work described herein.

Requirements:

Relevant hospitality and butler qualifications
At least 2 - 3 years’ experience in a large 4 / 5* hotel
Should be fluent in English. Additional language advantageous
Knowledge and experience of ALL hotel services
Knowledge about Food and Beverage service, including cuisines, menus, accompaniments, wines, beers, spirits, cocktails, tobacco, teas , coffees, other non-alcoholic beverages and their service
Rules of F&B service and service etiquette
The ability to provide accurate information to guests in a courteous manner; fill all reasonable guests request and requirements; anticipates guests needs.
The ability to know what activities are available in the city, i.e. theatre, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc.
The ability to recite all hotel services, hours of operation, key personnel, hotel policies, etc.
The ability to keep the Senior Management well informed of any guest’s concerns or complaints, and action taken.