Supervisor, Butler Service

**Job no**: 497812
**Work type**: Full Time
**Location**: Marina Bay Sands
**Categories**: Concierge / Front Office

**Butler Services** offer personalized service with commitment to create unforgettable memories for our Guest at Marina Bay Sands. It provides 24-hour Butler service to our 63 Suites. It is a position that requires attention to detail, self-confidence, and multi-task skills as critical qualities in Butler service. The main duties include Butler specific tasks representing other department such as In-room dining and housekeeping into a single position. Butler role also serve as a personal assistant with proficient computer skills, a Concierge who is eloquent to offer guest’s preferred products and services. Butler is a one-stop service from simple tasks of proactively seeking assistance for repair to extravagant showcasing of creativity by organizing floral arrangements in the Suites or special celebration. The main duty of the Butler includes preparing the Suites for Arrival, In-stay and Departure; Meet & Greet Guests around the property; satisfying personal preferences and needs. Butler Services perform their duties with utmost purpose to delight our VIP Guests and create unforgettable memories in most luxurious way.
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**JOB SCOPE**
- **Supervise Day to Day Operations**:

- Assist to carry out all business operational activities including customer experience, legal and safety matters, adequate manpower coverage, sufficient supplies, functional equipment and first to know of all the up-to-date information for a seamless operation.
- Engage the TMs to ensure their high competency and commitment to perform their specific job roles.
- Resolve issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction.
- Collaborate closely with all internal team and relevant departments to ensure seamless guest experience.
- Assist in monitoring to ensure adherence to organizational operating procedures and service standards are met.
- Assist the execution of enhancement projects and new processes and follow-through with detailed evaluation.
- Supervise the manning to ensure that operation is covered with sufficient manning.
- Conduct regular audits and inspections with detailed report to relevant department.
- **Lead Service and Operational Excellence
**- Conduct service audit to ensure Service Quality Standards are met.
- Innovate new ideas to enhance guest experience and revenue generation.
- Manage guests experience consistently according to OneMBS purpose, vision, and mission.
- Be directly involved in any service enhancement or review of service measurement index such as Net Promoter Score (NPS), this includes the action plan and follow through to improve the score.
- Respond, resolve, and review guest comments, requests, and complaints in a timely and professional manner.
- **Supervise Operational Risks
**- Supervise Marina Bay Sands Workplace Safety and Health Policy practices.
- Ensure that all TMs are complying to all MBS policies and guidelines.
- Report any work incidents; may include vandalism, fight, fire, abuse, accidents, etc.
- Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department.
- Supervise emergency situations.
- **Achieve Employee Engagement**
- Be the mentor to guide TM on their career and personal goals.
- Establish learning and development plans and opportunities to enhance TM work performance.
- Ensure that all TMs including self are well groomed as per company standard.
- Hold regular meetings such as daily briefing to communicate departmental updates and review of operational standards.
- Create a pleasant working environment that inspires the team and cultivate OneMBS culture.
- **Assist Documentation, Financial and report management
**- Attend scheduled departmental meetings as required.
- Prepare scheduled reports as stipulated by management.
- Manage cost control to keep departmental operating expenses within budget includes forecasting to better facilitate manpower and costing allocations.
- Review systems and processes for workflow and productivity improvement.
- Lead in supporting Sands Cares and Sustainability programmes.
- Perform any other duties and responsibilities as and when assigned by Management.

**JOB REQUIREMENTS**

**Education**
- Minimum GCE O Level.
- Diploma or bachelor’s degree in hospitality management from a recognized institution is an advantage.

**Required Experience**
- Minimum 1 year experience in the same capacity.
- Be ready to work on weekend, public holiday, and every shift, including night shift.

**Competencies**:

- Proficient in the use of Property Management System.
- Proven leadership skills and ability to operate independently.
- Having a good command of spoken and written English, and any additional language is an advantage.
- Pays attention to details