Overnight Guest Experience Specialist/Butler

AccorHotel • Boston, MA

23h • $27 - $30 • 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. The role is mainly responsible for meet and greet, arrival escort, hotel and room orientation, and touching tables – integrating diverse operational functions into a cohesive experience. It also involves porterage and delivery/pickup of guest luggage and the safekeeping and storage of guest belongings. A well-rounded and skillful individual, the Butler possesses 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 guests’ needs and wants. As an ambassador of the hotel, they take the lead in ensuring 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, seeking 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 skill 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 exemplifies professional, engaging, and friendly service, ensuring the Raffles brand positioning, personality, service culture, and values are always personalized.
• Adheres to global brand Standard Operating Procedure (SOP) and implements Raffles Boston Local Standard Operating Policies and Procedure (LSOP) and Sequence of Service.
• Responsible for exemplifying the training and compliance to brand, local standards, and other third-party audits.
• Instrumental in the overall guest journey from pre-arrival to post-departure.
• Provides a strong presence and contribution in the arrival experience.
• Acts as a driving force behind guest-centric projects aimed at elevating guest recognition and experience, and finding creative service innovations and solutions.
• Handles pre-arrival experience, including entering and executing Reservation Notes, Alerts, and Traces in Opera.
• Intuitively anticipates, through observation and interactions, residents’ and guests’ needs and wants and orchestrates unique Raffles experiences.
• Assists in organizing celebrations of residents’ special occasions, ensuring all proper traces are set and departments are informed prior to arrival.
• Monitors Butler Inbox and responds within four (04) hours upon receipt of email.
• Handles ordering of amenities and personalized touches by entering requests in Alice 48 hours prior to arrival (2 days in advance).
• Handles writing butler cards for welcome, butler surprises, apology, and gifting.
• Establishes butler presence on arrival at check-in, knocking in the room, or via phone call.
• Manages delivery and pickup of guests’ luggage and belongings to and from the room, completed within ten (10) minutes.
• Manages guest luggage, including wardrobe handling, unpacking, and packing services.
• Escorts guests from Ground Lobby to Sky Lobby to guestrooms while introducing hotel facilities.
• Offers guestroom orientation on arrival, pointing out two to three main features of the room, followed by offering a minimum of two butler services.
• Follows through with Arrival SMS after physical/verbal interaction on arrival.
• Provides consistent daily follow-up with Daily SMS.
• Anticipates guest needs to provide tailored and exclusive service.
• Maintains an updated log of guest requests and communication during the shift via Alice; ensures proper dispatch, handover, and escalation within the Guest Experience Department and Front Office leaders.
• Monitors tickets in Alice and ensures tickets are accepted and tasks are completed within eight (08) minutes.
• Ensures escalated guest feedback and proper recording of complaints and preferences prior to arrival and creates plans for recovery once they come back on property.
• Assists and promotes room upsells and cross-selling in-house restaurants and facilities.
• Cooperates closely with the food and beverage and housekeeping management to ensure a seamless dining and personalized experience.
• Handles lost and found inquiries via Chargerback.
• Handles external butler services – personal shopper (special requests such as buying toiletries, garments, suitcases, etc.), purchase newspaper, flowers, mailing, courier, among many others.
• Handles all special purchases (from Guest Preference Form e.g. gifts, special requests, flowers, etc.) and liaises with sales/purchasing for entertainment riders.
• Assists in periodic inventory management of porter and butler supplies.
• Organizes the daily Jogging Station at the ground lobby.
• Drives and executes 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).
• Monitors Loyalty Guests – flagging and recognition of return guests; creates milestone program for 5, 10, 20, and 30 times.
• Attends daily line-up, trainings, role plays, and developmental sessions.
• Engages in mentor-led activities and conducts self-audits per shift.
• Performs 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: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed