Butler

Description

A Butler serves as a key point of contact for Guests and VIP Guests throughout their stay at the hotel, providing information about the hotel and the local vicinity.

What will I be doing?

As Butler, you will serve as a key point of contact for Guests and VIP Guests throughout their stay at the hotel, providing information about the hotel and the local vicinity. A Concierge is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• To know all the guest information before arrival including itinerary, preferences, celebrations, and special requests.
• Suite inspection before and after stay to report any damage or forgotten items for immediate follow-up
• Welcome guests at all assigned arrivals, making contact with kids and coordinate special amenities according ages
• Make sure welcome drinks are prepared and ready
• Escort guests to the suite and provide room orientation
• Provide in-suite packing and unpacking service
• Review itinerary with the guest to clarify doubts/comments and make any changes if requested
• Communicate Housekeeper service schedules in a timely manner
• Coordinate with the various departments guest activities anticipating special requirements and needs
• Ask Concierge for new activity requests and make sure they are confirmed and in the appropriate systems
• Verify restaurant reservations (by calling directly) to anticipate/prevent any inconvenience
• Provide the service of amenities in the suite according to the guest itinerary
• Create memorable moments with the information obtained during the stay and document it for reference (Surprise and Delights)
• On the day of departure, review the final folio and check with the guest to confirm that all charges are correct and make corrections if necessary.
• Respond to complaints and comments from guests. Solve any incident immediately seeking management support when necessary
• Being in constant communication with the guest to meet all their needs
• Knowledge of accounting issues related to the guest's stay and adhere to procedures
• Participate in meetings related to the Division
• Support property events when necessary
• Carry out any activity related to the position
• Be available to support the Front Desk team, Concierge and bellman whenever necessary
• Verify any last minute bookings and prepare accordingly
• Create a memorable last impression inviting the guest to return in a warm and genuine manner

Requirements

What are we looking for?

Butlers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Positive attitude and good communication skills
• Commitment to delivering a high level of customer service
• Excellent grooming standards
• Flexibility to respond to a variety of different work situations
• Ability to work on your own and as part of a team
• Knowledge of the local area

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience working in Concierge in a hotel environment

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!