Butler- Paiza Grand

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Butler- Paiza Grand

Job Number 24168595
Job Category Housekeeping & Laundry
Location Londoner Grand a Luxury Collection Hotel Macao, The Londoner Macao, Macau, China, China VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

POSITION SUMMARY

The Butler is the most central part of the hotel operation and is responsible for handling all guest requests in a professional and efficient manner. Provide the finest personalized service to all the Paiza Grand guests from the moment they arrive to the time they depart. Understand and promptly respond to individual guest needs while placing great emphasis on anticipating those needs. Achieve the highest guest satisfaction by consistently applying Paiza Grand standards. Butlers at Paiza Grand will be trained to pay attention to the needs of the guests, ensuring they create special memorable moments.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Assist other employees to ensure proper coverage and prompt guest service.
• Be an ambassador of the hotel, creating a memorable experience for Paiza Grand guests and providing a positive presence in the hotel lobby for our hotel guests and day visitors.

General Butler Services tasks

• Greet the arrival guests at forecourt and escort guests to the suite to perform in-suite check-in.
• Understand and practice all aspects of Butler services standards. Escort guest to and from any location in the hotel or casino and serve the guest as needed, including but not limited to: resort orientation, suite orientation, presentation of services, checking in, checking out, unpacking and packing of luggage, ironing, mending and shoe polishing, light housekeeping, booking treatments, running baths, preparing tea and coffee, consulting guests for better sleep, assisting during In-Suite Dining service and others.
• Attend to laundry service and other housekeeping services in the suite with a professional manner.
• Well-informed with surrounding restaurants, shops events and things to do in the city.
• Maintain complete knowledge of all in-suite dining menu items, including the preparation method, ingredients, sauces, preparation time, garnishes, presentation and prices.
• Communicate with guests, other employees, or departments to ensure guest needs are met.
• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
• Run errands as assigned, to include but not limited to: tickets, shopping, food & Beverage products, deliveries and packages
• Comply with quality assurance expectations and standards.
• Maintain the Butler pantries and all work areas in excellent conditions. Keep all operating equipment, appliances and supplies in line with departmental standard policies. Report any challenge to Head Butler.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g., small print).
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance and objects weighing in excess of 50 pounds with assistance.
• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
• Move over sloping, uneven, or slippery surfaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: At least 1 year of related work experience.

Supervisory Experience: No supervisory experience is required

License or Certification: None

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.