Job description

The incumbent in this position is responsible for providing an array of personalized services to Hotel guests such as the wake up call, newspaper delivery, shoeshine, with a friendly and caring manner according to Kempinski’s policies and procedures.   

The job of Butler is executed satisfactorily when:

• GSS (Guest Satisfaction Survey) results are rated on an average with “5” and above.
• Hotel and Outlets are promoted.
• VIP guests are met upon arrival, assistance with packing/unpacking is offered and professionally executed.
• All guest requests are executed highly professional and efficiently.

• Maintain available to provide assistance for any matter related to making the stay of Hotel guests a pleasant and memorable one. 
• Coordinate with Room Service the delivery of fruits for VIP guests and prepares the VIP fruit baskets. Replenish them on a daily basis until the guest's departure. 
• For the VIP guests, welcome upon arrival outside their assigned room and offer assistance.
• After check-in, introduce themselves to the guest, escort the guest to their room and explain room and hotel facilities and offer assistance for the remainder of their stay.   
• Coordinate luggage handling with Concierge sections for arriving and departing guest to ensure safe and timely delivery. 
• At times, check in the arriving guest and check out the departing guests in a friendly and caring manner according to the procedures and Kempinski standards. 
• Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and take appropriate actions or refer the matters to the relevant persons to handle. 
• Offer personalized wake-up to the room with tea or coffee as per guest requests. 
• Offer assistance to guests with shoe shining, packing and unpacking luggage, collecting and delivering laundry and dry cleaning.
• Keep abreast of all hotel promotions, product knowledge, VIP arrivals, and upcoming events in order to be able to answer guest requests and questions.
• Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.