Premier Village Phu Quoc Resort managed by Accor

Job Purpose

• As a Butler, you are responsible to ensure all guests’ needs and requirements are met, providing at all times a high level of luxury personalize service and satisfaction by working and liaising closely with all departments.
• Establishes and develops personal guest contact, promoting feedback and is constantly proactive in anticipating guests’ need and requirements.
• Lead the Resort Host team, providing and maintaining high level of supervision by proactive and interactive leadership.
• Actively support Front Office Management and team.

Primary Responsibilities

• Butler reports directly to the Assistant Front Office Manager (Front Office Manager in his/her absence) and is guided during his/her shift by Assistant Front Office Manager

• To reflects a competitive effort among upscale hotels to win the loyalty of guests.

• Ensure that the Butler Services are run smoothly & efficiently.

• Guests receive extraordinary personalized service & their expectations are exceeded.

• Guest activities are coordinated efficiently with other departments.

• The Villa Services are maintained to the highest standards.

• Butler will occasional be assigned to act as Supervisor; she would then be coordinator of the activity and would ensure the proper work of the Front Office operations.

• Butler will participate actively in the Front Office activity for all the VIPs guests. His/her mission is to reach the best satisfaction from all the guests staying at the Resort

• Butler has been selected for her/her perfect knowledge of the hotel procedures and standards and for his/her guest relations skills. He/she then has to keep at any time of her duty a strong guest focus and to ensure that each guest staying at the Resort spends the most enjoyable stay possible.

• Butler looks after all the VIP guest

• Butler has the responsibility to ensure the full comfort of his/her guests from their arrival until their departure.

• Butler is personally responsible to ensure that we deliver the legendary service.

• During the duty, the Butler is expected to act as a hotel representative.

• Exchange information with other Accor hotels before and after guest arrival / departure.

• Checks on Guests profile and find out as much as you can about the guests and their preferences before they arrive even if the guests have never stayed in the resort.

• Get to know the guest personally and recognize their preferences in food and beverage and how they like their things kept in the room.

• Anticipates the guests needs and acts accordingly. (Anticipatory Service)

• Oversees the service of in room or in villa food and beverage and it’s speedy clearance

• Maintenance the daily guest log information and guests profile

• Reporting all Guests activities to Assistant Front Office Manager/Management in detail log.

• Checking reservations for requests and guests profile.

• Coordinates check in/check out procedures

• Assist in helping maintain buggies and responsible for it at all time.

• Advises Management and supervisory team of all departments of guest’s preferences, needs, likes and dislikes when called for.

• Will solve all guests problem, complains and concerns in the shortest time possible no matter what it takes but always by abiding the local and resort laws.

• Organize a sightseeing tour if possible a personal guide to the guest.

• Suggesting where they can go for shopping, eating, drinking, etc.

• Checks Villas to ensure presentation standards are accurate to the very detail

• Has thorough knowledge of resort facilities including the timings, charges, cuisine served in different outlets and offer assistance to place orders

• Has good knowledge of the local culture, heritage and history to be able to offer suggestions if required

• Checks for lost and found items immediately on check out and return the same to the guest before he checks out

• Has the ability to coordinate with the guest in order to meet his needs efficiently

Coordinates with

• In villa dining - on F&B service to the guest

• Other F&B outlets - for reservations and other information for the guest

• Reception – Does the check-in and check-out, over sees guests bills personally

• Front Office Cashier - for the bill to be kept ready

• Bellman - for baggage coordination and newspaper requirement or any other requirement that needs to be brought from outside

• Reservations - to make reservation for the guest in other properties

• Housekeeping - to get the room cleaned when the guest request and provide extra amenities like additional towels, soap etc.

• Engineering: Report & log any damaged or needed repair

• Butler/ Resort Host - Keeps and updates guests history and profile

• Maintains a guest service sheet, which is a record of guest requests and handled by him or passed on to any other person / department.

• Reports any health or safety hazards to the Front Office Manager or Assistant Front Office Manager.

• Ensures that all duties are carried out in line with the Resort Policy with high standards of personal appearance, personal hygiene correct uniforms and name badges as outlined in the staff handbook

• Complete other responsibilities as assigned.