Assistant Manager, Butler Service

Job description

WE TAKE YOU ABOVE BEYOND Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands. Job Responsibilities Operational Related • Conduct daily briefing to ensure important information and updates are shared among team members • Manage guest requests and ensures tasks are properly carried out • Resolve issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction and communicate to Manager and Service Management for any necessary follow up • Monitor daily butler operations ensuring that tasks are carried out and guest requests are attended without fail • Solicit feedback directly from guests; record feedback and use established documentation and circulation procedure to share the information • Handle meet and greet of VIPs • Audit Butlers’ Suite Orientation and Turndown services to ensure established standards are met • Work closely with other relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining to prepare for future VIP arrivals • Manage the operations of the Butler Command Centre • Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department Departmental Related • Communicate to Team Members departmental updates, issues and guest-related matters • Establish assess, conducts and maintains appropriate performance appraisals (in relevant areas) as according to agreed standards and take necessary action to communicate/advise/assist according to performance levels • Responsible for motivating, disciplining and counseling of Team Members appropriately and in ensuring their job skills are constantly being improved and developed • Supervise, train, schedule, mentor and evaluate Team Members • Recommend appointments, promotions and development of all Team Members • Respond to guest comments, requests and complaints in a timely and professional manner; take personal responsibility to resolve issues where necessary. • Be conversant with all areas of the Butler Services Department including FIT, Group and Casino reservations; can be assigned to certain specialist areas to manage at any one time • Be conversant with all facets of the operation including fire safety and emergency related procedures • Disseminate and clarify understanding of all new promotional packages, rate plans and product information associated with these programs. • Maintain close liaison with all other Departments so as to have a good understanding of other Departments’ operational flow, thus ensuring seamless guest services throughout the hotel. • Works and maintains close liaison with all the respective Section Heads within Front Office Department, ensuring smooth operational flow within the department as in accordance to company standards. • Attend scheduled departmental meetings as required. • Contribute ideas to improving the operations of the department. Update the Managers on any operational issues for the betterment of the department. • Attend training sessions as and when scheduled • Be familiar with the local community and famous events in town. • Appropriate recommendations can be made to guests to enhance their stay in MBS and Singapore. • Report and document special incidents that command management’s attention; incidents may include vandalism, fight, fire, abuse, accidents, etc. • Be aware of OSHA (Occupational Safety and Health Act), practices and reinforces safety guidelines. • Participates in Team Members’ performance evaluation and makes fair recommendations on confirmation or promotion. • Perform any other duties and responsibilities as and when assigned by the Manager. Job Requirements Education & Certification • Nitec/Higher Nitec/Diploma/Degree in hospitality or related field preferred Experience • Minimum 1 year experience in the same capacity Other Prerequisites • Able to communicate effectively with both English • Excellent guest relations and communication skills • Advanced understanding of housekeeping, food and beverage including in-suite dining, wine and spirits • Proficient in the use of Property Management System • Candidates must have a good command of spoken and written English • Pays attention to details and have strong customer service skills • Mature, meticulous, resourceful, organized and able to work independently • A team player and takes initiative to assist other Team Members when required • Have impeccable follow-through; and “Can Do” attitude and mindset • Be willing to work any day and any shift • Well groomed and professional disposition 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.