Butler Service Desk

Job Category**Rooms & Guest Services Operations

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Job Requirement

• The Butler Service Desk Agent attends promptly and efficiently to all phone calls within 3 rings and is the primary point of contact for all telephone correspondence within the hotel.
• All phone calls are answered with a warm welcome and answer any guest questions, anticipate their wants and needs and resolve guest problems.
• Ensure guest’s immediate requirements are catered for.
• The Butler Services Agent has an awareness of regular guest names and requirements and has a full understanding of core Front Office process.
• ESSENTIAL FUNCTIONS:
• Has a full knowledge of Marriott Bonvoy Program, Hotel occupancy and availability
• Knowledgeable in all room types and attributes (layout, size, connecting configurations, and views)
• Keeping Butlers informed of blocking and unblocking rooms, reallocation and room moves when Front Office liaises the changes with the Agents
• Locate arriving, in-house and departed guests by name and room number
• Competent in messaging functionality (creating, modifying, delivering, deleting)
• Answer all phone calls adhere to the standards set forth within the Telephone & Verbiage FOE
• Transfer calls to an appropriate guest or department when requested by callers
• Coordinate guest requests with all relevant department
• Thoroughly conversant with all room types, décor and outlook
• Communication and recording of complaints
• Ensure full liaison with other members of the team
• Strong communication with other areas, especially Front Office, Butlers and Housekeeping
• Make sure all Starguest profiles are turned to “Complete” from incomplete lists
• Report maintenance faults and damage to machines, furniture and fittings in all area of the hotel to the maintenance department.
• Strong relationship with guests and internal customers
• Prepare Wake Up Call log sheet for the following day and ensure this is handed over to the next shift
• Ensure all Wakeup call requests are logged accurately
• Give wake up calls for guests
• Keep inventory of Butler On Call Items
• GXP Basics (profiles, preferences, defects, reporting) are entered accurately and monitor existing profiles
• Ensure daily shift hand over is completed thoroughly

Qualification Standards Education

Key Competencies

• Communication skills
• Organisational skills
• Information system knowledge
• Guest focus
• Problem solving skills
• #LI-MA1
• *At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
• We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
• Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
• We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.*
• Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, 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.