Job Description

Job Purpose

The Butler will be responsible for greeting and checking in guests, making dining and entertainment arrangements and keeping guest rooms and suites up to the hotel and guest standards.

Key Performance Areas

Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times Interact with guests and provide professional service standards and relevant solutions Educate customers on business unit facilities, products, reward programme and current promotions Recommend, upsell and arrange for amenities and activities for guests Serve meals and pour drinks for guests Keep up to date on all hotel policies on safety and hygiene Display a thorough understanding of the inventory, consumables on offer, menus and food outlets Communicate with the kitchen regarding menu questions and product availability Keep relevant departments informed about guest allergies and food preferences. Fulfil guest's requests and liaise with respective departments: laundry, wake-up-call, spa bookings, errands, concierge, transport and any special requests etc. Record transactions and order items on relevant system Updates guest feedback and comments on to relevant system Checks in with guests to ensure satisfaction with each food course and/or beverages. Inform housekeeping department the time desired for the daily cleaning and turn-down service Possess knowledge on accommodation features: lay-out, room type, location, decor, in room facilities and equipment Monitor stocks of items, and re-stock where applicable Anticipate guests' needs and provide a seamless service to them to acquire any items they need and provide them with fast, timely service for all of their needs. Provide billing to guests where relevant Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

Education

Grade 12 (with relevant experience)

Experience

2 years' experience as a butler/within a customer service industry providing personalised guest experiences

Work conditions and special requirements

Ability to work shifts that meet operational requirements Physically able to move operating equipment

Skills and Knowledge

Collecting information Assuring Quality Creating Customer Experiences Following procedures Organising and coordinating resources Responding with urgency Acting with energy and enthusiasm

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.