Head Butler

Description:

The Head Butler supervises the butler department by ensuring that staff are providing unparalleled luxury service to our guests. The Head Butler will need to be certified as a butler and demonstrate a deep understanding of international standards of service.

Operational Activities:

• They will work directly with the Diamond Club Manager and report to the RDMs where they will make a satisfaction plan for the DC/SC guests.
• They will need to communicate directly with departmental leaders.
• They will directly inform follow-ups of complaints, requests, and expectations from DC/SC guests.
• Confirm the follow-up of the strategy to ensure compliance with the KPIs established for their area of responsibility.
• Proactively make suggestions to DC/SC Manager to improve guest satisfaction.
• Plan the management of the department and attend to the requirements of the guests in a timely manner.
• Monitor the administrative and operational tasks of their department, such as: Aphril system verification, stationery requisitions, Amadeus follow-ups, Red flags, comments on digital platforms.
• Promotes, guarantees, and monitors the use of the Steward/AP Satisfaction Survey.
• They ensure that their team develops and complies with the consistency of reviews on TripAdvisor and Guest Voice Platform.
• Develop schedules, plan vacations, absences and leaves based on occupancy and operational requirements.
• Distribute the tasks of the department according to the staff and profile of the work team.
• Participates in meetings of departmental managers to which they are summoned for operational and administrative management.
• Ensure that their team promotes the additional and exclusive services offered by DC/SC in the personalized attention and specific services offered by the Stewardship/AP department, based on the company's brand promise and the company's HBMT certifications.
• Acknowledge and comply with the standards established by BDR, in the different categories of rooms existing in the property.
• They ensure in coordination with F&B so that the DC/SC rooms receive the corresponding REVAMP amenities, based on the check lists defined by the company.