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About the Role
The Suite Butler is a key element in a team of professionals striving to deliver a level of personalized service that exceeds guest expectations and provides a point of difference. This role offers highly personalized, detailed, and seamless service to guests, taking care of their needs from pre-arrival to post-departure without being intrusive. Suite Butlers are expected to be consummate hotel professionals with impeccable standards, ensuring the best presentation of suites and themselves, reflecting the unique personality and heritage of the Bulgari Brand.
Responsibilities
- Helps and assists all guests in a friendly and educated manner.
- Shows amazing skills in anticipating guest’s needs and unrivalled attention to details.
- Builds a thorough rapport with guests and maintain interaction to facilitate guest recognition and obtain specific individual needs, likes, and dislikes to maintain guest history files.
- Ensures that Bvlgari Brand Standards and Signature Services are followed.
- Ensures a proper use of the telephone etiquette as per Forbes-LQA standards.
- Ensures all suites are checked and set according to Bvlgari standards and guest’s preferences.
- Performs pre-arrival engagement, check-in & check-out, including updated profiles, reservations, and billing handling.
- Operates through Opera and GXP to communicate promptly within the Hotel.
- Provides concierge services including restaurant bookings, ticket purchasing, boarding pass assistance, and transportation arrangements.
- Offers BVLGARI signature services such as packing and unpacking, pressing, Berluti shoeshine, and beverage service.
- Promotes and cross-sells all outlets within the resort.
- Abides by all policies and procedures as provided in the butler services SOP manual and hotel & company policies.
- Has full understanding & knowledge of all suite services, amenities, functions & systems.
- Familiarizes with hotel’s Housekeeping Standards and set up amenities.
- Familiarizes with hotel’s F&B Venues and its menus to make the best suggestions for guests.
- Familiarizes with Welcome, Turn Down and special amenities.
- Familiarizes and promotes Spa facilities and services.
- Familiarizes with hotel’s Lost & Found policy.
- Assists and coordinates with all departments to ensure consistent and exceptional service.
- Performs all duties with the sense of priority and dedication.
- Ensures the guest experiences WOW moments during their stay.
- Reports for duty punctually and wearing the proper uniform, pride pin and credo card.
- Maintains a high quality of personal appearance and hygiene, adhering to hotel and department appearance standards.
- Naturally uses guest name during each interaction and understands that guests are individuals, not room numbers.
- Is fully responsible for every suite, ensuring cleanliness and maintenance are controlled, correctly stocked & operationally prepared according to standards.
- Ensures a full & complete shift handover and maintains a high level of communication & feedback within the department.
- Coordinates & liaises with the Guest Experience Manager / Supervisor for every request, need or complaint.
- Actively obtains feedback from guests to improve services and facilities, and shares obtained feedback with direct supervisors.
- Unpacks/packs guest luggage as requested.
- Keeps hotel departments informed about general guest preferences and ensures they are acted upon.
- Delivers and places evening amenities/gifts or collaterals as per standards.
- Carries out Bvlgari Signature services and small personalized touches to ensure guests are impressed.
- Takes notes of all information, updates Opera and GXP profile and instructions.
- Gives proper handover before signing off from the shift.
- Promotes inter-hotel sales and in-house facilities.
- Is aware of banquet events, hotel facilities, F&B venues, and special promotions to assist guests and offer accurate information.
- Sets up suites according to guest history, special requests, and preferences.
- Attends and contributes to all meetings, Departmental and Hotel training as scheduled and other related activities.
- Carries out any other reasonable duties and responsibilities as assigned by management.
- Demonstrates flexibility to extend job duties and carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
- Collects pre-arrival details, prepares suites for guest arrival with preferences, and sets them up.
- Ensures special requisitions are done for VIP special requests.
- Organizes guest’s transportation including pick-ups and drop-offs.
- Welcomes guests in the Lobby, offers Hotel and Suite Orientation, and manages the registration process (In-Suite check-in).
- Collects guests’ information and methods of payment.
- Provides a fond welcome and anticipates needs such as laundry, pressing, Wi-Fi connection and unpacking.
- Collects pre-departure details from the guest and facilitates final departure (billing, payment, packing, transfers).
- Ensures a fond farewell and informs Management accordingly.
- Is knowledgeable and updated on all major events and activities happening in the hotel, and points of interest for Bvlgari Guests.
- Possesses strong knowledge in regards Concierge Recommendation List for restaurants, shopping malls, tours, and activities in Tokyo, and assists guests making bookings.
- Seeks for Chief Concierge for special assistance.
- Liaises with Housekeeping Department for daily service and turn down timings.
- Refreshes the Suite when needed & inspects turn down to ensure suites are maintained & serviced as per guest preferences and Bvlgari standards.
- Coordinates laundry/pressing collection/delivery and provides a full shoeshine service.
- Coordinates with Housekeeping/Minibar attendant to ensure full stock is always provided to the guest and billing is updated accordingly.
- Is responsible for coordinating linen counting, keeping written track of inventory, and organizing pickup and drop off to and from laundry.
- Keeps concerned departments informed about guest’s food dietary preferences and restrictions.
- Maintains full control of the Suite Mini-Bar replenishment to provide any beverage service.
- Collects guests order for breakfast and communicates with F&B Team for any special requests.
- Follows up on every F&B request minimum 30 minutes before due time.
- Coordinates and ensures set-ups, food services and clearance.
- Coordinates with culinary team for special breakfast / meal preparation.
- Ensures daily amenities are delivered to Suite.
- Is fully aware of operating procedures for all electrical and electronic equipment in the guest room.
Requirements
- Business-level English skills are required.
- Business-level Japanese skills are preferred.
- At least 3 years of relevant work experience is preferred.
Skills
- Personalized service
- Attention to detail
- Guest relations
- Brand standards
- Telephone etiquette
- Opera and GXP proficiency
- Concierge services
- Packing and unpacking
- Beverage service
- Cross-selling
- Policy adherence
- Interdepartmental coordination
- Food and beverage knowledge
- Spa knowledge
- Lost & Found procedures
- Prioritization
- Dedication
- Punctuality
- Uniform adherence
- Personal appearance and hygiene
- Guest recognition
- Suite maintenance
- Shift handover
- Communication
- Feedback collection
- Luggage handling
- Inter-hotel sales
- Event awareness
- Guest history management
- Transportation arrangement
- In-Suite check-in
- Billing and payment processing
- Local event and attraction knowledge
- Restaurant and shopping recommendations
- Housekeeping coordination
- Laundry and pressing services
- Shoeshine service
- Minibar replenishment
- Dietary preference management
- Breakfast order taking
- Food service coordination
- Culinary coordination
- Electrical and electronic equipment operation
Location
- Major cosmopolitan cities
- Luxury resort destinations
Work Type
- Full-time
Experience Level
- 3 years of relevant work experience preferred
About the Company
- Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations.
- In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International.
- Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Equal Opportunity
- At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
- We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
- Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
- We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.