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Head Butler

London, United Kingdom

Head Butler

  • London
  • Rooms Division
  • Full time

Mandarin Oriental Hyde Park is London’s most iconic address. The spirit of the city infuses every floor. The park’s green vastness rolls beyond bedroom windows. Renowned guests frequent the hotels’ bars and restaurants.

It’s another world. A world of oriental luxury and the most attentive service. A world that’s all about our guests.

It’s also a world that’s been reinvented and reimagined to move with the times. With a heart of London’s heritage and an eye to the future, we use our own sense of history to set new standards – through kind, passionate and generous service.

For some hotels, a cheerful smile and polite tone might be enough to be a Head Butler. For us, being a Head Butler calls for much more. 

First and foremost, being a Head Butler is about emotional intelligence. We need people who can read our guests in the blink of an eye: are they excited and ready to talk? Or tired from their flight and looking for calm?

Of course, it’s also about how you present yourself. We’re looking for a Head Butler who can wear our fan pin with pride and lead a team of exceptional Butlers. And finally, it’s about pulling together, because a great deal of teamwork goes into creating the perfect stay. For example, if a guest mentions an early start, our whole team can come together to make that easier for them – a well-timed wake up call, a luxury car ready and waiting.

It’s a finely tuned orchestra, made up of exceptional soloists.

About the role

As Head Butler, you’ll be leading and training a team of Butlers, ensuring they understand SOPs and functions. You’ll build excellent relationships with other members of the Management team, sharing any updates and changes within the butler department. Other responsibilities include:

  • Driving relationships with all Suite guests.
  • Complete daily butler allocation sheet and share this with relevant departments.
  • Inspect work areas or operating equipment to ensure conformance to established standards in areas such as cleanliness or maintenance
  • Apply guest feedback to service improvement efforts. 
  • Inform colleagues about special events or promotions taking place in the hotel,
  • Requisition necessary supplies, equipment, or services.
  • Assign work schedules, following work requirements, to ensure quality and timely delivery of service.
  • Resolve guest complaints and ensure follow up is carried out the Butler team.
  • Direct or coordinate the activities of the team.
  • Meet and greet guests ensuring that a smooth sequence of the arrival and departure experience is followed.
  • Act on behalf of Mandarin Oriental Hyde Park London to ensure all guests are delighted and satisfied at all times. 
  • Supervise and maintain the Legendary Quality Experience, Pillar and MOQA standards.
  • Create a safe, comfortable and friendly working environment to enable the team to deliver an outstanding overall level of service.
  • Maintain the privacy and ensure security of in-house guests.
  • Maintain guest contact so that the guest relies on Butler to act on behalf of Mandarin Oriental Hyde Park London, for all services, preferences or problem solving.
  • Welcome guests to their assigned suites and explain, in accordance with of Legendary Quality Experience required standards, facilities and services provided by Mandarin Oriental, Hyde Park London.
  • Offer and deliver complimentary welcome drinks upon guest arrival within eight minutes.
  • Ensure that impeccable grooming standards are maintained by the team, whilst personally presenting a professional Head Butler image according to operating procedures of Mandarin Oriental, Hyde Park London.
  • Keep track and store guest’s preferences in his profile, in order to tailor-make the guest’s experience and turn it into a memorable one. 

What we offer

As a colleague at the Mandarin Oriental Hyde Park London, you’ll be entitled to an array of benefits. Varying from colleague recognition and reward programmes, discounted stays at our other properties across the world, free laundry and complimentary meals on duty, food and beverage discounts and exciting opportunities for promotion and transfers across the hotel/group.

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