Guest Services Associate - Butler

ABOUT THE POSITION:

The Guest Services Associate - Butler is responsible for delivering exceptional, personalized service to all guests throughout their stay, ensuring comfort, satisfaction, and adherence to Rosewood standards. The role supports all internal guest care functions, coordinates with multiple departments, and contributes to continuous service improvement through training and practice. The Butler is also a designated member of the Evacuation Team.

Essential Duties

• Presents yourself well groomed, clean and pleasant.
• Reports to duty on time.
• Arranging and organizing Welcoming Experience Amenities
• Takes note of information, updates as instructed by the Chief Butler.
• Takes note of information on all operational boards Daily Activities board, House Status Board and Training Boards and pantry board
• Goes through the B.C.C. logbook and take note of information concerning guests.
• Checks the guest arrival details. (Preferences, Profile, Notes, emails or verbal information)
• Takes in depth hand over from the Floor Butler in Butler pantry or allocated area.
• Reads iPad logbook and takes note.
• Maintains the pantry clean and tidy and supplies well stocked.
• Inspecting arrival room and personalizing the room based on the guest preferences.
• Tests and checks that room equipment, control panels are functioning.
• Communicating with the relative departments to ensure the arrival room is completely ready for Rosewood guest according to the standards.
• Leads occupied room single entry servicing by proper communication with the relative departments (Housekeeping, Maintenance, IT, IRD, …etc)
• Proper check for the occupied suites and taking notes of guest preferences and update the PMS.
• Co-ordinates through the Butler Superior with the maintenance to fix faulty equipment.
• Escorting the guest to the room and familiarize the guest with the hotel facilities and provides the room orientation.
• Explanation of the butler service to the guest.
• Maintains the Butler Portfolio (iPad, documents, Earphones) and present it well in front of the guest.
• Ensure functioning of entire communicational and operational apps installed in the iPads.
• Extends special attention to rooms occupied by families according to the culture.
• Offers service to unpack luggage.
• Reviews and checks all outstanding laundry forms.
• Updates the guest with room and hotel facilities and in-house activities.
• Reports any problems to the superiors
• Assists with luggage delivery and collection with coordination of Concierge.
• Takes care of the guest’s laundry, pressing and dry-cleaning with coordination of houseman / Housekeeping.
• Maintains guest wardrobe in a neat and tidy fashion.
• Is responsible for preparation of all flower vases and coordinates with the Florist for floral arrangements.
• Picking up fruit baskets from the suites and deliver them to the kitchen to refills and replenish them on a daily basis according to the guest wishes and according to each room category (set up).
• Polishes the guest shoes as per the set standards.
• Coordinates with the Front Desk for speed check-out.
• Delivers guests’ mail, messages and packages promptly.
• Informs the Housekeeping of all rooms that require service.
• Maintains the stock of mini-fridge supplies and refills daily and informs the Room Service regarding the charges to relevant rooms.
• Being aware of the hospitality zone and extends all courtesies to the guest with in his zone.
• Maintains guest hallways and service areas, also liaising with the relative departments for any faults or misfunctioning.
• Adding the WOW factor to the suite, romantic set up, kids path, personalizing the service and amenities.
• Booking guest wake up call.
• Assists in setting up and serving IRD order, or introduces the IRD to the guests.
• Records all the guest requirements in the iPad logbook such as items and time of preferred services, type of service and if there are any pending tasks needs to be followed by the next shift
• Introducing team associates who share looking after to the guest.
• Processes the guest’s departure:
  • Offers assistance to pack
  • Liaises with reception regarding consumption of mini fridge items and guest supplies.
  • Co-ordinates with the Chief Concierge regarding airline tickets, flight reconfirmation, limousine, luggage etc.
  • Checks with the guest about his next arrival and offers room reservation
  • Checks any items left behind by the guest and records in “Lost & Found” logbook with the Housekeeping.
  • Checks guest feedback and report any negative feedback before guest checks out.
• Communicates with butler coordinator to send a feedback email to the departure guests.
• Is fully aware of Fire and Evacuation procedures.
• Carries out duties that may be assigned to him from time to time by his superiors.
• Must be flexible with assigned duties and working hours, adapting to operational needs at all times.

Guest Service Responsibilities

• Provide elegant, discreet, and anticipatory service to all guests, ensuring their comfort and satisfaction throughout their stay.
• Assist guests with in-room needs, special requests, and personalized services.
• Maintain strong knowledge of hotel services and communicate them confidently to guests.
• Address guests by name and maintain professional, positive guest relations at all times.
• Ensure all duties assigned during the shift are completed accurately, efficiently, and with attention to detail.
• Respect cultural sensitivities, guest privacy, and sense of place.
• Pay close attention to detail, ensuring that all guest preferences are followed consistently.

Operational Responsibilities

• Complete proper shift handover with accurate and complete communication.
• Monitor the cleanliness, organization, and maintenance of assigned areas.
• Maintain full knowledge of:
  • Hotel features, amenities, and operating hours
  • Restaurant concepts, menus, and standards
  • Room types, layouts, services, amenities, and locations
  • Daily occupancy, VIP arrivals/departures, and group movements
  • Local events, attractions, and transportation options
• Prepare and coordinate work orders for Engineering when necessary.
• Follow all established operating procedures and service sequences.

Confidentiality

During employment, you will access confidential information about guests, associates, and company operations.

All such information must remain strictly confidential and must not be disclosed unless officially authorized.

Health & Safety:

• Comply with all Health & Safety regulations and safe working practices.
• Wear protective equipment provided or required by the company.
• Report defects in equipment, tools, or infrastructure following hotel procedures.
• Report any accidents involving associates, guests, or visitors immediately.
• Attend mandatory Fire, Health & Safety training twice a year.
• Be fully familiar with:
  • COSHH regulations
  • Departmental risk assessments
  • Fire, evacuation, and bomb-threat procedures

Standard Specifications

• Respond promptly and professionally to guest needs.
• Maintain guest privacy and confidentiality at all times.
• Follow all operating procedures precisely.
• Demonstrate strong attention to detail and proactive service behavior.
• Build positive working relationships with colleagues across all departments.
• Uphold Rosewood culture, grooming, and hygiene standards.
• Maintain flexibility with working hours and duties.
• Represent the hotel with professionalism and integrity at all times.

QUALIFICATIONS:

• Minimum 1-2 years of experience in a Butler, Guest Services, or similar luxury-hospitality role.
• Proficient in computer systems and smart devices.
• Strong customer service and guest-interaction skills.
• Excellent verbal and written communication in English. Additional languages are an advantage.
• Ability to work under pressure and adapt to changing operational needs.
• Team-oriented, cooperative, and proactive.
• Must be assertive and be able to multi task.
• Must be attentive to details and be proactive.
• Must be able to work under pressure.
• Must be a strong team player.
• Must be able to make decisions in the absence on the Chief Butler
• Can make decisions as it relates to the overall success of the Butler program
• Must have a great level of time management and able to do more than one thing at same time.
• Ability to perform physical activities including lifting, bending, walking, reaching, and standing for extended periods.
• Ability to communicate clearly with guests and colleagues.
• Butler certification is preferred but not mandatory