Butler / Guia

Job Summary

Required Qualifications

• •Two years' experience at a hotel preferably luxury hotel
• •Able to work on a flexible schedule, including weekends and holidays, according to department needs
• •Ability to clearly communicate in English with guests, employees, owners, and management both orally and in writing
• •Ability to handle multiple tasks at the same time seamlessly, prioritizing with utmost care for the guest experience, including balancing operating computer programs, in-person guest needs, and professional telephone interaction
• •Ability to think critically and solve problems as they arise
• •Ability to compute basic mathematical calculations
• •Ability to input and access data in a computer
• •Ability to be a clear thinker and remain calm under pressure
• •Ability to maintain the confidentiality of guest information and designated hotel data
• •Ability to work cohesively with other departments and individuals as part of a team
• •Ability to prioritize and follow up on work assignments
• •Must maintain excellent relationships within the Front Office Department and must familiarize oneself with the operations and priorities of all other hotel operating departments
• •Is familiar with all Etereo & Kanai Complex facilities so as to be able to address, assist and actively sell services to guests
• •Answer all telephone inquiries professionally, direct calls appropriately, and is knowledgeable about the property and surrounding area
• •Operates the guest reception area and front desk with accurate and calm efficiency, not limited to organizing guest pre-arrival, check in, checkout, and billing operations
• •Ensure the guest experience meets or exceeds all the Auberge / Forbes quality and service standards from Check-in to Check-out
• •Prepare all necessary documents, welcome cards, guest itineraries including spa treatments, and restaurant or experience reservations, making sure is aware of the type of reservation, inclusions and any other relevant information to personalize the Guest Experience
• •Ensuring that any Guest preferences are recorded on the guest profile and Show Me You Know Me file
• •Reconfirming during the stay all the services arranged internally and with the Guest and following up on the Guest Satisfaction after any experience
• •Ensure the communication with other departments is fluent in order to provide an exceptional service
• •Escorting guests to their room, Restaurants, Spa, etc
• •Responding promptly and tactfully to any Guest complaint that may arise, follow up and recover ensuring the Guest Experience is not impacted
• •Ensure correct billing arrangement is provided according to Front Desk policies and procedures
• •Provide a prompt follow up on e-mails, replying on time to the ones are needed and ensuring are reading all the internal updates and changes on the Hotel Operation
• •Connect with all the Guest at the messaging platform according to the standards
• •Making sure the experiences provided at the Hotel are being offered according to the Guest Preferences and keeping and Upselling orientation
• •Act as an ambassador of the hotel by providing Guests any reservation, information, amenities, delights and surprises, area attractions, spa, and dining booking, as needed
• •Organize and maintain the Guest Services areas, ensuring that all materials and supplies are readily available and accessible to expedite smooth departmental out procedures

Desired Qualifications

• •A genuine affinity for interacting meaningfully and positively with Etereo teammates