Four Points by Sheraton

PRIMARY OBJECTIVE:

Oversee and supervise the duties and functions of the Grand Tower Butlers. Coordinate with the Reservations, Chief Concierge, Front Office Supervisors, Guest Service Center Supervisor, Housekeeping Shift Leaders and Guest Service Managers where necessary. Answer all guests’ questions regarding hotel facilities and points of interest and maximize revenue where possible, through upselling of the hotel facilities and outlets.

The Grand Tower Supervisor will be required to conduct their duties in a courteous, safe and efficient manner, in accordance with the hotel’s policies and procedures, ensuring that a high level of service is maintained.

The Grand Tower Supervisor make an effort to remember and recognize all Grand Tower Guests, maintains a log record of preferences and briefs all associates accordingly to ensure that a high level of personalized service is received.

DUTIES & RESPONSIBILITIES:

1. Anticipate guest’s needs through observation and offer prompt, efficient service either personally or through effective communication with other associates.

2. Align working practices and conduct with Sheraton Saigon Hotel and Towers Vision; consistently strive to meet and exceed the expectations of both internal and external guests.

3. Motivate and train (including certification) all Grand Tower Butlers to attain the highest standard of excellence in service, attitude and monetary returns for the Hotel.

4. Work closely with the Front Office Manager/ Tower Manager to achieve the maximum standards and best level of coordination in guest services to the comfort and well being of the guest.

5. Submit and monitor monthly manpower budgets for Grand Tower Butlers.

6. Be fully conversant with the Emergency Plan of Action. Act as ‘floor monitor’ in emergency procedures.

7. Constantly seek to improve business results with new procedures, methods and policies and make recommendations to the Front Office Manager/ Tower Manager.

8. Report and manage incidents, accidents, loss and/or damage to person and property within the premises.

9. Maintain vigilance over the security of the hotel and liaise with the Security department accordingly.

10. Handle complaints and take necessary action to ensure guests satisfaction.

11. Maintain excellent product knowledge of the hotel facilities and sell hotel outlets to generate revenue through commissions.

12. Ensures that the Grand Tower Lounge and check in areas are kept neat, tidy and clean at all times.

13. Ensure neat and orderly appearance of staff, record their attendance, accomplishments and endorse finished duties to incoming shift in appropriate log.

14. Ensures that Food and Beverage requirements are communicated with the Storeroom and kitchen to ensure enough supplies for daily operation of the Grand Tower Lounge.

15. Maintain and ensure the proper functioning of the Briefing sheet and see that all Butler’s duties are fairly delegated on a rotation system.

16. Maintain a good rapport with the clients and identify potential business for the hotel. Disseminate such information accordingly.

17. Ensure that arriving guests are assigned ready rooms upon check in and coordinate with other departments with regards room requirements.

18. Assign Butlers who will do lobby duties, requisitions, handle buffet and pantry area and reception duties.

19. Ensure that messages, packages and mail are relayed and given to the guest when they approach the Grand Tower Lounge.

20. Hold briefing sessions with staff before each shift to cover day events.

21. Evaluate staff performances and analyze training and developmental needs and complete all employee certification.

22. Prepare working schedules and annual leave schedules within budget, business expectations and guidelines of the Award and Enterprise Agreement.

23. Understand and support the Enterprise Agreement.

24. Monitor and submit Associates’ timesheets to Payroll.

25. Ensures that the Food and Beverage Set up is always neat and refilled whenever necessary.

26. Ensures that all Butlers have full working knowledge of all business-related equipment, such as, photocopiers, fax machines, computers and internet.

27. To monitor and handle Grand Tower Lounge meeting room reservations and ensure that the rooms are clean and with complete set up before the guests’ scheduled starting time.

28. As required, work with the FO Supervisor, Sales and Marketing Department to arrange/ co-ordinate room requirements. This includes staffing requirements for group arrivals and departures.

29. Ensure departmental supplies are maintained and ordered as required.

30. Maintain and update the Fidelio Telephone Book and Concierge Information Book to ensure all information is up to date and relevant.

31. Check and countersign all Direct Billing arrangements.

32. Uphold the company’s Cares culture by demonstrating the Star Service Standards at all times to guests and fellow associates.

33. Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation, and personally ensure compliance to all SSTH and company’s Policies.

34. Undertake other duties as required by the Front Office Manager/ Tower Manager.

• Receive professional training
• Free duty meals, uniform and parking
• Long term career opportunity
• Professional working environment
• Monthly allowance: 1,000,000 VND
• Certificate after graduation 
• Learning on job

• At least 1 year at the same position or 3 years at Butler position
• Good command in English and Vietnamese
• Friendly, hardworking, willing to learn

We will be reviewing your qualifications and experience with available positions at the present time, and should your application be short-listed, we will then contact you for an interview.