Head Butler

JOB SUMMARY

Responsible for the daily shift operations of Housekeeping Recreation/Health Club and if applicable Laundry. Directs and works with employees to verify property guestrooms public space and employee areas are clean and well maintained. Completes inspections and holds people accountable for corrective action. Position assists in ensuring guest and employee satisfaction while maintaining the operating budget.

Responsible for supporting all aspects of Concierge functions in accordance with hotel a concierge service and management philosophy that serves as a guide to respective staff. Assists in developing and maintaining the acknowledgment and service of all guests visiting the location. Supports management to ensure all departments are aware of all guests needs and information prior to arrival that will lead to a unique memorable and personal stay.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 2 years experience in Butlers or related professional area.

OR

2year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major; no work experience required.

CORE WORK ACTIVITIES

Managing Butlers and Concierge Operations and Budgets

Verifies guest room status is communicated to the Front Desk in a timely and efficient manner.

Inspects guestrooms on a daily basis.

Obtains list of rooms to be cleaned immediately and list of prospective checkouts or discharges to prepare work assignments.

Inventories stock to verify adequate supplies.

Supports and supervises an effective inspection program for all guestrooms and public space.

Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals.

Verifies all employees have proper supplies equipment and uniforms.

Communicates areas that need attention to staff and follows up to verify understanding.

Supervises daily Housekeeping shift operations and verifies compliance with all housekeeping policies standards and procedures.

Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results.

Conducting Human Resources Activities

Uses all available on the job training tools to train new room attendants and provide followup training as necessary.

Establishes and maintains open collaborative relationships with employees and verifies employees do the same with them.

Schedules employees to business demands and for tracks employee time and attendance.

Verifies employees understand expectations and parameters.

Verifies property policies are administered fairly and consistently disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process where applicable.

Supervises staffing levels to verify that guest service operational needs and financial objectives are met.

Observes service behaviors of employees and provides feedback to individuals.

Verifies employee recognition is taking place on all shifts.

Participates in an ongoing employee recognition program.

Solicits employee feedback utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.

Participates in employee progressive discipline procedures.

Celebrates successes and publicly recognizes the contributions of team members.

Ensuring Exceptional Customer Service

Sets a positive example for guest relations.

Understands the brands service culture.

Participates in the development and implementation of corrective action plans to improve guest satisfaction.

Empowers employees to provide excellent customer service.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Responds to and handles guest problems and complaints.

Strives to improve service performance.

Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive peoplefirst are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.