As an Executive Butler, you will be responsible for the following duties:
The Executive Butler will meet and exceed guest expectations by providing efficient and courteous Mandarin Oriental service in accordance with Legendary Quality Experiences.
The Executive Butler provide a warm, efficient, personalized, and discreet service for all our guests from point of reservation, pre-arrival, during the stay as well as maintaining an effective relationship with guests after departure to encourage them to return.
As an Executive Butler you will take full ownership of each request from guests. The requests will be facilitated by working closely with key departments such as In-Room Dining, Concierge, Guest Relations, Reception, Housekeeping, Reservations and Sales, and all necessary auxiliary departments to deliver guest requests.
To support the company’s philosophy and company culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement.
To ensure incoming guests are contacted at least three (3) days prior to arrival for pre-arrival preference check and set up, offer outlined services during guests’ stay, and follow up with a post-stay check.
To ensure that Mandarin Oriental Taipei grooming and appearance standards are adhered and maintained to reflect an image of professionalism and care.
To greet and escort guests promptly to their rooms and perform In Room Registration.
To be equipped and well versed with hotel and housekeeping information.
To have knowledge and well versed in Taiwanese culture and Asian heritage, and information of tourism attractions.
To prepare drinks and snacks for the guests, replenish supplies, and deliver the amenities where applicable, if floral arrangement is required/requested, to present the flowers upon arrival and ensure the freshness during the stay and assist with a takeaway option on check-out if need be.
To ensure awareness of the arrival details, and make all necessary prior arrangements requested by guests.
To proactively seek guest preferences, update, record, and at all possible, fulfill them.
To prepare the arrival room according to known preferences as well as amenities with the assistance of Housekeeping, In Room Dining, and related departments.
To demonstrate teamwork by cooperating with and assisting colleagues as needed.
To stay current with developments and procedures in the hotel by attending daily Front of House or daily briefings and arrival meetings.
To provide quality service with colleagues to the guests by responding to requests promptly, efficiently, and courteously during check-in, check-out and throughout the guest’s experience.
To arrange and fulfill guest requests by working with the Concierge, Housekeeping, PABX, Reservations and any other Departments when/as needed.
To handle guests incoming and outgoing correspondence, (facsimile, messages, e-mail, etc.)
To establish a good working knowledge of the Finance Department so as to facilitate guests and Management requests for historical data.
To perform assistance to guests in any area of the hotel.
To have the knowledge and hands-on experience to perform the in-room check-in and check-out services.
Have full knowledge of housekeeping standards to assist and perform the final checking of the room prior to guest arrival, and the daily checkup of the room after room attendant has completed the daily cleaning to ensure guest preferences are met.
To offer unpacking and packing service for guests.
To coordinate the social or business itinerary of all Suite guests.
To offer wake-up calls for all Suite guests.
To offer shoeshine service for all Suite guests.
To offer the option of different pillows from the pillow menu.
To organize check-out for guests, offer the service for a fee of packing a night before or an appropriate time preferred by guests.
To check the room after departure for any left behind items.
To coordinate with Housekeeping on preferred time for mini-bar replenishment, make up room, turn down service as well as ensure laundry is done accordingly and checked before returning to the wardrobe.
To assist in handling guest calls and acting upon them in a professional & courteous manner.
Communicate all guest compliments, comments, observations, and complaints to relevant departments and ensure follow-up.
To assist with guest’s IT requests where required in absence of IT Dept.
To contact the guest after departure for satisfaction check and feedback to enhance the overall experience in the future and offer as the point of contact directly for future bookings.
To ensure good maintenance in all Suites by doing regular walk arounds and inspections while working closely with other departments as needed, to include initiating repair orders.
To maximize the revenue and occupancy of all Suites.
To report any guests who are sick.
To perform any other reasonable duties as required.
To work flexible hours, including weekends, holidays and evenings if necessary.
As Executive Butler, we expect from you:
Degree or Higher National Diploma in Hospitality/Hotel is preferred
A minimum of 3 years of experience working in a 5-star hotel environment or related experience
Proficiency in Mandarin, English, and Japanese is preferred
Our commitment to you
Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
As a Room Attendant at Mandarin Oriental Qianmen, Beijing you will be responsible for:
1. Ensuring cleanliness and sanitisation of the bathroom and restroom in guest rooms.
2. Ensuring all amenities, collaterals and toiletries are replenished fol...
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