Lead Butler - Vip Services

Hard Rock Hotel & Casino Ottawa•Hollywood, FL

4d•Onsite

About The Position

Under the direction of the Butler Manager – VIP Services, it is the responsibility of the Lead Butler to coordinate the butler team to ensure VIP guests receive exceptional personalized service. Specific functions include providing leadership, training, motivation, enthusiasm, direction and support while maintaining a team environment. The Lead Butler must be able to take ownership of situations and create new ideas, solutions to challenges and react to guest/team member’s requests, comments and complaints with a positive attitude, empathy, humility and passion. They are well organized and will lead the team by displaying integrity and accountability at all times.

Requirements

High School Diploma or equivalent and at least five (5) years guest service experience in a hospitality environment.
Must possess a minimum of 2 years Butler Management Service experience or other hospitality related management experience.
Must have knowledge of MS Office to include Word and Excel.
Ability to work flexible schedules, including nights, weekends and holidays if required.
Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional demeanor.
Excellent communication (written and verbal), guest service and interpersonal skills.
Superior problem solving, initiative, follow through and multi-tasking skills.
Ability to maintain confidentiality.
Must be able to communicate effectively with guests in English specific to position duties and responsibilities.

Nice To Haves

Knowledge of LMS or similar software is preferred.

Responsibilities

Manage daily operations of the Hard Rock Butler program to include pre and post-shift meetings.
Recruit and hire team members.
Develop and initiate quarterly training programs to enhance guest experience and butler knowledge.
Assess butler’s performance and provide feedback/action plan to ensure personal growth.
Update and manage all SOPs and Butler Manual.
Ensure standards and policies are adhere to.
Manage weekly schedule ensuring butler coverage is based on business demands.
Maintain health, safety and cleanliness standards in the butler pantry on level 12.
Order supplies as needed for department operations.
Manage stock and room inventory ensuring items are sourced, ordered and replaced in a timely manner.
Is proficient and well organized in Outlook, Word, Excel, LMS, Seven Rooms, HOTsos and the Customer Care Portal.
Review LMS and Seven Rooms on daily basis.
Interact with all departments to ensure excellent communication and guest service experiences.
Work closely with VIP Manager to ensure open lines of communication and unison within the team.
Create Banquet Event Orders (BEO) and oversee guest functions to ensure smooth synergy between support departments.
Ensure Housekeeping is informed of daily guest activity in order to perform duties in a fast and detail oriented manner.
Coordinate with other casino and hotel staff to ensure each guest’s experience is memorable and all aspects of the guest visit are executed flawlessly.
Adhere to the highest levels of guest service by providing exceptional guest service that differentiates us from the competition.
Ensure the day to day satisfaction of each high end guest.
Initiate and engage guests in conversation in a professional and friendly manner while maintaining confidentiality.
Approach guests regarding any needs or requests such as food or beverage.
Respond to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous manner.
Communicates guest preferences to provide personalized service.
Strives to provide the best and personalized service to each and every guest.
Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.
Demonstrate actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
Performs all duties of a butler and other duties as assigned.