Butler Command Centre

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Job Scope

At Marina Bay Sands, a butler plays a vital role in ensuring the highest standards of seamless and personalized guest journey in Paiza and Paiza Royal Collection, starting from pre-arrival to departure. The butler is responsible for overseeing all aspects of a guest's experience, including pre-arrival arrangements, smooth check-in and arrival processes, personalized in-house services, and memorable departure and a fond farewell. The butler will strive to listen attentively, observe the details, and create opportunities for meaningful interactions with the aim of anticipating every guest's needs and wants.

The role of the butler is multifaceted, combining skills from various departments such as Call Center, Front Office, Housekeeping, Guest Services, Concierge, Reservations, Food and Beverage, Transportation, and Facilities. This integration allows the butler to manage a wide range of tasks, from coordinating special requests and room preparations to arranging dining experiences and transportation. The butler is committed to delivering an exceptional and memorable stay for each guest by ensuring that every detail is meticulously managed and personalized throughout their journey at Marina Bay Sands.

Job Responsibilities

Execute Butler Command Centre Operations and Core Tasks

• This role is based at Perennial Business City in Jurong East, Singapore.
• Takes accountability and ownership with every guest in Paiza Collection in ensuring purposeful engagement and seamless experience in each of their stay.
• Diligently studies the guest profile of incoming arrivals, including but not limited to checking on guest history, conducting research on internet or social media platforms, sending out pre-arrival email and respond promptly, making amenities requisition, assisting with guests requests effectively over the phone, taking in-room dining orders, placing the order over POS (Point of Sales) system, dispatching job to floor butlers as and when required, coordinating among internal and external stakeholders/vendors via MS Teams, messaging and other operational-related systems.
• Communicates and responds to guests professionally and accurately over the phone, emails, and messaging systems.
• Assists guests with limousine/taxi bookings, dining, attractions, entertainment, and wellness program reservations/ticket purchase, curated itinerary and local recommendations, and any other guest queries/requests.
• Makes appropriate dining recommendations, proficiently takes in-room dining order, promptly communicates with floor butlers to serve the order and organize clearance of soiled dishes.
• Orchestrates and communicates with floor butlers and relevant stakeholders for celebrations of guests' special occasions with creativity and customization.
• Proactively coordinates with floor butlers for guests' pre-departure arrangement, packing and luggage assistance, booking of limousine, ensures accuracy of bill settlement and extends seamless check-out and fond farewell.
• Addresses any security incidents and feedback to Butler Management.
• Resolves feedback and guest challenges with good standard.
• Rotates to any taskforce when operationally required.
• Rotates to butler floor operations as and when designated (located at Marina Bay Sands).
• Adapts to changes and ensure adherence to organizational operating procedures and service standards.
• Performs any other duties and responsibilities as and when assigned by Management.

Perform Service and Operational Excellence

• Performs all tasks in accordance with Forbes Travel Guide 5-star standards and Paiza Butler service guidelines.
• Always exhibits exceptional service to guests and fellow employees.
• Ensures handover between shifts are communicated effectively.
• Attends daily pre-shift briefing and post-shift debrief, and job-related trainings.
• Obtains and keeps Guest/VIP preferences up to date in OPERA and individual profile sheet along the stay journey – Pre-arrival, arrival, in-house, departure, post-departure, and return stay.
• Maintains cleanliness of front and back of house (workstations, offices, pantries, common areas, lift lobbies, corridors, storage rooms, etc.).
• Stays up to date on internal promotions and local offerings.
• Adheres to department's grooming standards and professional disposition.
• Recommends innovative ideas to enhance guest journey.
• Suggests improvements towards butlers' efficiency and effectiveness.

Apply Operational Risks

• Adheres to Workplace Safety and Health (WSH) policies, practices, and procedures.
• Monitors activities in both front and back of the house; reports any suspicious characters, items, and/or activities to Security Department.
• Responds to emergency situations and reports to Butler management.
• Able to understand Butler Services Risk assessment forms and assist the Manager on Duty to collect all specific details.
• Extended periods of seating and working in front of computer are required.
• Handles the movement, lifting or placement of operational equipment or other items may be requested.
• Able to multitask, perform under high stress level, and deal with challenging guests/situations.

Participate Employee Engagement

• Holds and embraces the values of OneMBS (Marina Bay Sands) culture.
• Works cohesively and respectfully within the department.
• Ensures a collaborative working relationship with other departments and vendors.
• Self-motivates for continuous learning and development.

Involve in Documentation, Financial and Report Management

• Attends scheduled departmental meetings as required.
• Reviews systems and processes for workflow and productivity improvement.
• Performs administrative duties such as inventory and filing of reports as required based on the assigned duties given within the Paiza Butler Team.
• Observes the usage of supplies to ensure that it is within budget and minimize wastage.
• Contributes ideas in support of the company vision, mission, value, and guiding principles.
• Actively involves in Sands Cares and sustainability programs to drive organizational initiatives.

JOB REQUIREMENTS

Education

• Diploma or Degree in Hospitality or Tourism Management preferred

Required Experience

• Minimum 1 year experience in relevant experience

Required Knowledge

• Proficient in the use of Property Management System and all relevant property management and operational systems, such as FCS, LDS, TMAC, Avaya, and Point of Sales (POS) Systems.
• Proficient in using Microsoft Office applications.
• In-dept knowledge of Marina Bay Sands is mandatory.
• Good knowledge of Singapore, the difference of multi-cultures, sights, attractions, and dining.

Competencies

• Excellent writing, reading, and communication skills in English and Mandarin are essential as the role will require to serve mandarin-speaking guests.
• Proficiency in writing, reading, and communication in other language(s) is an advantage.
• Be flexible and willing to work on any day and any shift (shift rotation is based on operational demands).
• Possesses exceptional interpersonal skills and attentiveness to details.
• Works well with a team and supports proactively.
• Focuses on service with an eye for detail.
• Prioritizes and organizes work efficiently.
• Self-motivates and with a positive "Can Do" mindset.
• Acts with integrity and high professionalism.

• Embraces and adapts supportively to changes.

• Self-confidence and charisma, able to engage phone, email, and message conversation with guests in a professional manner.

• Ensures security and confidentiality of guest and hotel information.
• Embraces and responds to changes effectively.
• Understands the needs of international luxury travelers.
• Multicultural understanding.

JOB REQUIREMENTS

Education

• Diploma or Degree in Hospitality or Tourism Management preferred

Required Experience

• Minimum 1 year experience in relevant experience

Required Knowledge

• Proficient in the use of Property Management System and all relevant property management and operational systems, such as FCS, LDS, TMAC, Avaya, and Point of Sales (POS) Systems.
• Proficient in using Microsoft Office applications.
• In-dept knowledge of Marina Bay Sands is mandatory.
• Good knowledge of Singapore, the difference of multi-cultures, sights, attractions, and dining.

Competencies

• Excellent writing, reading, and communication skills in English and Mandarin are essential as the role will require to serve mandarin-speaking guests.
• Proficiency in writing, reading, and communication in other language(s) is an advantage.
• Be flexible and willing to work on any day and any shift (shift rotation is based on operational demands).
• Possesses exceptional interpersonal skills and attentiveness to details.
• Works well with a team and supports proactively.
• Focuses on service with an eye for detail.
• Prioritizes and organizes work efficiently.
• Self-motivates and with a positive "Can Do" mindset.
• Acts with integrity and high professionalism.

• Embraces and adapts supportively to changes.

• Self-confidence and charisma, able to engage phone, email, and message conversation with guests in a professional manner.

• Ensures security and confidentiality of guest and hotel information.
• Embraces and responds to changes effectively.
• Understands the needs of international luxury travelers.
• Multicultural understanding.

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, policies and procedures, including the rules of conduct and business ethics of the Company.