Hoiana Resort & Golf ★ 3.4

SCOPE OF WORK

The Hotel Butler provides personalized, anticipatory service to guests, ensuring a seamless and exceptional stay experience. This role focuses on attention to detail, discretion, and delivering services tailored to individual guest preferences.

The Hotel Butler will remain on-site at the hotel to personally attend to guests and provide dedicated assistance in accordance with their scheduled activities and individual preferences.

In the absence of VIP guests requiring dedicated service, the Butler will support daily operations by undertaking Guest Relations duties (referring to Guest Relation Job Description), ensuring service standards are maintained and providing personalized assistance to in-house guests as needed.

KEYRESPONSIBILITIES AND ACCOUNTABILITIES

Pre-Arrival Responsibilities
• Review assigned guest arrivals and study guest history, preferences, and previous stay records.
• Proactively coordinate airport transfers, limousine services, and special transportation arrangements.
• Personally reach out to guests (when appropriate) to reconfirm arrival details and special preferences.
• Arrange personalized in-room setup, including preferred amenities, minibar selections, pillow types, and special decorations.
• Coordinate with Housekeeping, F&B, and other departments to ensure all arrangements are completed prior to guest arrival.
• Prepare welcome amenities, handwritten cards, and any customized items according to guest profile.
• Ensure all special requests and preferences are updated accurately in the hotel system before arrival.
• Conduct a final room inspection to ensure standards are met prior to guest check-in.
Guest Arrival & Departure
• Arrange and provide airport pick-up and drop-off services for guest arrivals and departures.
• Welcome guests at the airport when required and ensure a smooth transfer experience.
• Meet guests upon arrival at the hotel, assist with luggage, and escort them to their rooms.
• Conduct in-room orientation and ensure guests are comfortably settled.
• Perform check-in and check-out procedures, including reservations, payment processing, bill verification, and key activation.
• Escort guests upon departure and extend a courteous farewell.
Personalized Guest Service
• Learn, anticipate, and record guest preferences, including likes, dislikes, and allergies.
• Recommend and arrange personalized amenities tailored to each guest.
• Remain on hand to serve guests according to their schedules and individual needs.
• Handle personal services such as unpacking/packing (if required), shoe shining, garment pressing, and other welfare services.
• Maintain a professional, discreet, and respectful relationship with guests at all times.
Concierge Responsibilities
• Arrange restaurant reservations, spa appointments, transportation, tours, and entertainment bookings.
• Provide accurate information regarding hotel facilities, events, and local attractions.
• Coordinate special occasions, celebrations, and customized experiences.
• Assist with ticketing, private transportation, and exclusive guest requests.
• Serve as the primary point of contact between guests and all hotel departments to ensure seamless service delivery.
F&B Coordination
• Coordinate with the Food & Beverage team to ensure timely delivery of in-room dining and special meal arrangements.
• Communicate dietary preferences, allergies, and special requests to the F&B team.
• Follow up to ensure service quality meets guest expectations.
Housekeeping Coordination
• Liaise with Housekeeping to ensure rooms are cleaned and prepared according to guest schedules and preferences.
• Coordinate special room setups, amenities, and turndown arrangements.
• Follow up to ensure room standards meet guest expectations.
Communication & Post Departure Follow-Up
• Ensure timely delivery of all guest services and requests.
• Update management regarding guest feedback and overall stay experience.
• Conduct post-departure follow-up when appropriate.
• Accurately update and maintain detailed guest profiles in the hotel system for future personalized service.
• Ensure all guest history records are accurately maintained to support personalized service on return stays.
Standards & Compliance
• Ensure guest rooms and service areas meet the highest standards of cleanliness and presentation.
• Uphold the highest standards of professionalism, grooming, and discretion.
• Adhere strictly to hotel policies, safety, and hygiene standards.

Directly apply to HotelJob.