Butler Dispatcher - Vip Services

Hard Rock Hotel & Casino Ottawa•Hollywood, FL

13d•Onsite

About The Position

Job Summary: Under the supervision of the Butler Manager/Lead Butler, a Butler Dispatcher provides exceptional personalized service and ensures all guest’s needs are met in a prompt and efficient manner. They must set priorities and simultaneously manage multiple tasks. A Butler Dispatcher should be able to react to guest requests, challenges and unusual situations in a skilled manner. They will proactively seek opportunities to impress VIP guests and assist team members with setting priorities and dispatching the team based on guest’s requests. A Butler Dispatcher will stay informed and know all hotel/casino facilities and services, special events and local attractions. They must be able to initiate and engage in conversation in a professional and friendly manner while maintaining confidentiality.

Requirements

Two years college preferred as well as a minimum (2) two years management experience in first class hotel, casino, restaurant or related hospitality area.
A basic understanding of food and beverage service skills including room service, fine dining, wine and spirits knowledge or an equivalent combination of education and experience is required.

Responsibilities

Answers all incoming calls to Butler Services (guests and in-house) and handles all requests promptly, efficiently and professionally in accordance with department standards.
Takes food & beverage orders then places order with restaurant outlet maintaining excellent knowledge of all Hard Rock dining venues.
Delegates tasks, guest requests and food & beverage orders.
Coordinates housekeeping and turndown services to make certain guests receive timely, seamless and unobtrusive service.
Arranges for Spa and Salon appointments, restaurant reservations and transportation requests to ensure guests receive priority service.
Coordinates special requests made by the guests with VIP Services on behalf of the Casino Host or other management.
Orders requisition items as needed to keep pantry stocked with essential supplies.
Coordinates bellman upon checkout and ensures transportation is arranged and on time.
Reads, responds to and communicates all pertinent information that is received via emails.
Records and emails to the VIP team a daily pass down of pertinent information to ensure all team members and management stay informed
Updates the occupancy log, locator board and calendar throughout the day to ensure accuracy.
Tracks all guest preferences and updates guest profiles to ensure all pertinent information is recorded in order to wow/surprise/delight butler guests on their return visit.
Processes all business service requests including but not limited to shipping and packing, email, itinerary and printing requests.
Maintains the “special purchases” inventory and communicates with management when items need to be bought off property for guests.
Problem solves last minute guest or host requests and coordinates with appropriate department.
Maintains the privacy and confidentiality of all Villa guests.
Is proficient and well organized in Outlook, Word, Excel, LMS, Seven Rooms, HOTsos and the Customer Care Portal.
Attends training classes as requested by management to assist in furthering their knowledge and skills.
Conducts an informative and detail oriented pass down between shifts.
Performs all other related and compatible duties as assigned.