Butler

• To contact the guest after reservation is made to determine their preferences and to anticipate their needs (obtain preferences for pillow, newspapers, dietary requirement, organising tours, errands, etc.).
• To ensure the awareness of the arrival details, such as the arrival time
• To proactively seek guest preferences and record them.
• To communicate guest preferences and feedback with relevant department.
• To undertake guest room moves where guest is present.
• To carry out errands on behalf of guest.
• To greet guest upon arrival for introduction and rooming.
• To prepare arrival suite according to known preferences as well as amenities.
• To organise guest’s departure, offer the service for packing a night before or an appropriate time preferred by guests.  To check the room after departure for any left behind items.
• To coordinate with Housekeeping on preferred time for mini-bar replenishment, make up room, turn down service as well as ensure laundry is done accordingly and checked before returning to the wardrobe.
• To assist in handling guest calls and acting upon them in a professional & courteous manner.  Communicate all guest compliments, comments, observations and complaints to relevant departments and ensuring follow up.
• To assist the Guest Services Team in the day to day Departmental/ Hotel operations.
• To assist with guest IT requests where required in absence of IT Dept.
• To be fully informed of all guest arrivals and in-house guests, ensuring that their requests and preferences are acted upon and shared with all relevant departments. 
• To contact the guest after departure and thank for their stay and advice of being contacted directly for future bookings
• To ensure good maintenance in all butler suites by doing regular walk arounds and inspections
• To maximise the revenue and occupancy of all butler suites
• To comply with all LQE’s & MO Special touches. 
• To present a professional image by maintaining the Hotel’s grooming standards.
• To undertake and promote training and development.
• To work in conjunction with other departments, very closely, proactively and in a synergised manner.
• To carry out any reasonable requests as directed by the (Assistant) Head Butler 

Customer focused

The colleague is genuinely pleasant, positive and helpful to both guests and colleagues, always striving to anticipate guests’ needs and exceed their expectations, as follows:

·         demonstrates confident, helpful and genuine behaviour with internal and external customers

·         anticipates guests’ needs and is sensitive to people from all cultures

·         is conscientious and always attentive to detail

·         goes the extra mile and strives to exceed guests’ expectations

·         has a natural, warm smile and a friendly and passionate approach

·         serves guests with a sense modesty and humility – gets things done quietly without unnecessary fuss.

Team player

The colleague demonstrates co-operation and trust with colleagues in his/her own team and across departments and works well as a team player to achieve results, as follows:

·         understands the service-profit chain concept (i.e. happy colleagues ð happy guests ð profit)

·         demonstrates co-operation within the team and with other departments

·         listens carefully and works well with other colleagues

·         uses resources efficiently

·         has a positive influence on others in the team and clearly enjoys working with people

·         demonstrates sensitivity to cultural differences and diversity, as appropriate.

Delivers their best

The colleague continually strives to do his/her best, is hard working. efficient and consistently performs well against the MOHG standards, policies and procedures, as follows:

·         has energy and a sense of urgency for his/her work

·         delivers on all expected MOHG standards

·         language and communication skills meet the needs of the role

·         open to feedback and self-development

·         resourceful, makes things happen and looks for ways to work ‘smarter’ (more efficiently)

·         always look their best and acts appropriately e.g. approaching guests, body language and eye contact.