Assistant Manager, Butler Services

1 week ago

Marina Bay, Singapore Marina Bay Sands Full time

**Job no**: 502036

**Work type**: Full Time

**Location**: Marina Bay Sands

**Categories**: Concierge / Front Office, Hotel - Management

**JOB SCOPE**

**Responsibilities**:
**Operational Related**
- Conduct daily briefing to ensure important information and updates are shared among team members
- Manage guest requests and ensures tasks are properly carried out
- Resolve issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction and communicate to Manager and Service Management for any necessary follow up
- Monitor daily butler operations ensuring that tasks are carried out and guest requests are attended without fail
- Solicit feedback directly from guests; record feedback and use established documentation and circulation procedure to share the information
- Handle meet and greet of VIPs
- Audit Butlers’ Suite Orientation and Turndown services to ensure established standards are met
- Work closely with other relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining to prepare for future VIP arrivals
- Manage the operations of the Butler Command Centre
- Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department

**Departmental Related**
- Communicate to Team Members departmental updates, issues and guest-related matters
- Establish assess, conducts and maintains appropriate performance appraisals (in relevant areas) as according to agreed standards and take necessary action to communicate/advise/assist according to performance levels
- Responsible for motivating, disciplining and counseling of Team Members appropriately and in ensuring their job skills are constantly being improved and developed
- Supervise, train, schedule, mentor and evaluate Team Members
- Recommend appointments, promotions and development of all Team Members
- Respond to guest comments, requests and complaints in a timely and professional manner; take personal responsibility to resolve issues where necessary.
- Be conversant with all areas of the Butler Services Department including FIT, Group and Casino reservations; can be assigned to certain specialist areas to manage at any one time
- Be conversant with all facets of the operation including fire safety and emergency related procedures
- Disseminate and clarify understanding of all new promotional packages, rate plans and product information associated with these programs.
- Maintain close liaison with all other Departments so as to have a good understanding of other Departments’ operational flow, thus ensuring seamless guest services throughout the hotel.
- Works and maintains close liaison with all the respective Section Heads within Front Office Department, ensuring smooth operational flow within the department as in accordance to company standards.
- Attend scheduled departmental meetings as required.
- Contribute ideas to improving the operations of the department. Update the Managers on any operational issues for the betterment of the department.
- Attend training sessions as and when scheduled
- Be familiar with the local community and famous events in town. Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore.
- Report and document special incidents that command management’s attention; incidents may include vandalism, fight, fire, abuse, accidents, etc.
- Be aware of OSHA (Occupational Safety and Health Act), practices and reinforces safety guidelines.
- Participates in Team Members’ performance evaluation and makes fair recommendations on confirmation or promotion.
- Perform any other duties and responsibilities as and when assigned by the Manager

**JOB REQUIREMENTS**

**Education & Certification**
- Minimum GCE O Level
- Diploma or Bachelor Degree in Hospitality Management from a recognized institution is an advantage

**Experience**
- Minimum 1 year experience in the same capacity

**Competencies**
- Excellent guest relations and communication skills
- Advanced understanding of housekeeping, food and beverage including in-suite dining, wine and spirits
- Fluent in English and any additional language is an advantage
- Proficient in the use of Property Management System
- Pays attention to details and have strong customer service skills.
- Mature, meticulous, resourceful, organized and able to work independently.
- A team player and takes initiative to assist other Team Members when required.
- Have impeccable follow-through; and “Can Do” attitude and mindset.
- Be willing to work any day and any shift
- Well groomed and professional disposition.
- Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. _Our employees are committed to adhere to and abide by all rules, regulations, polic

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