Night Butler

Job Title:     Night Butler

Departments:     Butlers

Reporting To:    Head Butler / Assistant Head Butler / Senior Butler

Role:     To ensure that all guests are satisfied at all times and that they are aware of all services and facilities provided within The Wellesley. To coordinate all services and facilities provided for guests on the floor and to ensure that The Wellesley Operating & Service Standards are adhered to at all times.

Main Duties & Responsibilities:

To consistently deliver highest hotel 5 stars standard levels of excellence to ensure complete satisfaction of both internal and external customers. It is the hotel’s aim to encourage all team members to deliver “Above & Beyond” guest expectations as an additional standard of achievement.

To display and promote a helpful and professional image to both guests and colleagues and to fully cooperate with either guests or colleagues requiring assistance with a prompt and helpful attitude.

To check rooms for 100% readiness, to carry out room checks and liaise with Housekeeping, Front Office and Food & Beverage at all times.

To ensure that the minibars in all the rooms are clean, neat and stocked according to The Wellesley Operating & Service Standards.

To accommodate all guests’ special requests as required.

To be fully conversant with the day’s arrivals, in-house and departures guests.

To welcome each and every one of our guests to their room with a full explanation of the hotel services and facilities provided.

To offer each and every guest packing and unpacking services and to carry out as and when required and as per The Wellesley Operating & Service Standards.

To offer each and every guest laundry, dry cleaning and pressing services and to carry out as and when required and as per The Wellesley Operating & Service Standards.

To offer each and every guest shoe shining services throughout their stay and to carry out as and when required and as per The Wellesley Operating & Service Standards.

To complete room moves, as and when requested.

To offer full assistance to each and every guest upon departure up to the kerbside if appropriate.

To stand in for Room Service between the hours of 2.30am and 6.30am and when required – by holding the phone, answering all guests’ queries, taking their orders, entering order into Point Of Sale system, setting up trays and / or trolleys, serving and clearing orders in guests’ rooms / suites.

To enhance guests’ needs whenever possible in order to achieve service excellence.

Once all shift duties are completed, to be present in the lobby to maintain contact with guests so they are aware they can rely on the Butler to act on their behalf, for services or problem solving.

To ensure that the guest history is well maintained, constantly seeking and adding any relevant information for future stays.

To consistently strive to create memorable experiences for our guests and actively encourage return visits.

To keep up to date the butlers’ daily runsheet, handover and any other relevant operating logs at all the times.

To check, read and acknowledge the departmental emails, several times during your shift and act upon them.

To restock the butlers’ pantry on the 4^th floor on a regular basis with all the necessary stock and equipment, in line with the par-stocks and to report any shortage immediately to the Head Butler or Assistant Head Butler, whichever is on duty.

To keep the basement office neat and tidy at all times.

To be flexible, adaptable and willing to perform any other related duties or special tasks as requested by the Assistant Head Butler, Head Butler and / or Senior Management, ensuring seamless service for guests.

To report immediately any faults or problems encountered during your shift to the relevant departments.

To constantly help develop Junior Butlers.

To complete the weekly / monthly responsibilities assigned to every individual butler.