Part Time Guest Experience Specialist/Butler

AccorHotel • Boston, MA

7d • $26 - $29 • Onsite

About The Position

The Raffles Butler is the cornerstone of the Raffles experience, encompassing a spectrum of responsibilities from pre-arrival, arrival, in-stay, departure, and post-stay arrangements for guests. Reporting to the Butler Manager/Head Butler/Director of Front Office, this role ensures the highest level of hospitality and brand standards are delivered. As the primary curator of the guest journey, the Raffles Butler acts as the epicenter of the department, ensuring presence at all times and providing a seamless guest experience to all residents. Responsibilities include meet and greet, arrival escort, hotel and room orientation, and table touches, integrating diverse operational functions into a cohesive experience. The role also involves porterage and delivery/pickup of guest luggage, and the safekeeping and storage of guest belongings. A well-rounded and skillful individual will possess a general understanding of front office, housekeeping, food & beverage, spa, concierge, and other hotel touchpoints. The butler is responsible for personalizing interactions in person, by phone, or chat to guide and assist clients throughout the guest journey, while also being intuitive to guest needs and wants. As an ambassador of the hotel, they ensure all guests are met on arrival with constant follow-up during the stay until after check-out. The Butler is an intuitive diplomat who possesses the emotional intelligence to interpret unspoken needs and the confidence to own the guest experience entirely. As the custodian of guest resolution, they approach challenges with a spirit of recovery, aiming to transform moments of friction into lasting trust and a dedicated guardianship of the Raffles promise.

Requirements

• Previous experience in front office, concierge, and housekeeping in an ultra-luxury/five-star hospitality environment is preferred.
• Background in Forbes Travel Guide, LQA standards is an advantage.
• Strong organizational skills and the ability to maintain performance under high pressure.
• Strong command and excellent communication skills, both written and verbal, including record-keeping and handover.
• Excellent grooming, etiquette, and interpersonal communication.
• Possess strong interpersonal skills and deep understanding and acceptance of multi-cultural customs.
• Creative and service-oriented with a keen eye for detail.
• Results-driven, with the ability to demonstrate initiative and work under minimal supervision.
• Working knowledge of relevant software (Property Manager System, MS Office Suite).
• Prior knowledge of specifically Opera, Alice (or other itinerary building software – ie SpaSoft etc.), and HotSoS is preferred.

Nice To Haves

• Background in Forbes Travel Guide, LQA standards is an advantage.
• Prior knowledge of specifically Opera, Alice (or other itinerary building software – ie SpaSoft etc.), and HotSoS is preferred.

Responsibilities

• Consistently exemplify professional, engaging, and friendly service, ensuring the Raffles brand positioning, personality, service culture, and values are always personalized.
• Adhere to global brand Standard Operating Procedure (SOP) and implement Raffles Boston Local Standard Operating Policies and Procedure (LSOP) and Sequence of Service.
• Exemplify training and compliance to brand, local standards, and other third-party audits.
• Be instrumental in the overall guest journey from pre-arrival to post-departure.
• Provide a strong presence and contribution in the arrival experience.
• Be a driving force behind guest-centric projects aimed at elevating guest recognition and experience, and finding creative service innovations and solutions.
• Handle pre-arrival experience, including entering and executing Reservation Notes, Alerts, and Traces in Opera.
• Intuitively anticipate, through observation and interactions, residents’ and guests’ needs and wants and orchestrate unique Raffles experiences.
• Assist in organizing celebrations of residents’ special occasions, ensuring all proper traces are set and departments are informed prior to arrival.
• Monitor Butler Inbox and respond within four (04) hours upon receipt of email.
• Handle ordering of amenities and personalized touches by entering requests in Alice 48 hours prior to arrival (2 days in advance).
• Handle writing butler cards for welcome, butler surprises, apology, and gifting.
• Establish butler presence on arrival at check-in, by knocking in the room or phone call.
• Complete delivery and pick up of guests’ luggage and belongings to and from the room within ten (10) minutes.
• Manage guest luggage, including wardrobe handling, unpacking, and packing services.
• Escort guests from Ground Lobby to Sky Lobby to guestrooms while introducing hotel facilities.
• Offer guestroom orientation on arrival, pointing out two to three main features of the room, followed by offering a minimum of two butler services.
• Follow through with Arrival SMS after physical/verbal interaction on arrival.
• Provide consistent daily follow-up with Daily SMS.
• Anticipate guest needs to provide tailored and exclusive service.
• Maintain an updated log of guest requests and communication during the shift via Alice; ensure proper dispatch, handover, and escalation within the Guest Experience Department and Front Office leaders.
• Monitor tickets in Alice and ensure tickets are accepted and tasks are completed within eight (08) minutes.
• Ensure escalated guest feedback and proper recording of complaints and preferences prior to arrival and create plans for recovery once they come back on property.
• Assist and promote room upsells and cross-selling in-house restaurants and facilities.
• Cooperate closely with the food and beverage and housekeeping management to ensure a seamless dining and personalized experience.
• Handle lost and found inquiries via Chargerback.
• Handle external butler services – personal shopper (special requests such as buying toiletries, garments, suitcases, etc.), purchase newspaper, flowers, mailing, courier, among many others.
• Handle all special purchases (from Guest Preference Form e.g. gifts, special requests, flowers, etc.) as well as liaise with sales/purchasing for entertainment riders.
• Assist in periodic inventory management of porter and butler supplies.
• Organize the daily Jogging Station at the ground lobby.
• Drive and execute to achieve the goals of four (04) pillars including: Guest (RPS), Brand (Forbes, LQA, Raffles Brand Core and Accor), Owners (contribute to achieve GOP with room upselling and cross-selling), Colleagues (employee engagement).
• Monitor Loyalty Guests – flagging and recognition of return guests; create milestone program for 5, 10, 20, and 30 times.
• Attend daily line-up, trainings, role plays, and developmental sessions.
• Engage in mentor-led and conduct self-audits per shift.
• Perform other duties as requested by management.

Benefits

• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Excellent Company benefits including medical, dental, vision and life insurance.
• Personalized development opportunities across Accor's extensive brand portfolio.
• Ability to make a difference through our Corporate Social Responsibility activities.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: No Education Listed