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Luxury Butler

2 months ago

London, Greater London, United Kingdom Accor Full time

About the Role:

We are seeking a highly skilled and experienced Butler to join our team at The Savoy, a Fairmont Managed Hotel. As a Butler, you will be responsible for delivering exceptional, seamless guest service experiences and creating memorable personalization at every opportunity.

Key Responsibilities:

  • Passionately and expertly create a 5-star luxury guest experience, characterized by flawless efficiency and authentic emotional connection.
  • Take ownership of any guest request, seeing it through until completion.
  • Maximize internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journey.
  • Devise guest itineraries, making bookings and reservations while providing relevant recommendations to surprise and delight.
  • Confidently undertake all elements of the front desk operation, including arrivals, check-out, and billing.
  • Process all financial transactions with accuracy.
  • Provide in-room/suite services, including butler services, special/VIP room set-ups, amenities, and deliveries to rooms.
  • Drive revenue through upselling and cross-selling.
  • Communicate clearly with other teams and through RSM to ensure efficient service for our guests.
  • Seek opportunities to surprise and delight our guests.
  • Meet all service standards in every guest interaction.
  • Ensure that deliveries for guests and colleagues are correctly recorded and delivered.
  • Ensure the front hall is covered at all times and provides a warm welcome for all guests.
  • Promote and nurture positive relationships in the local area, strengthening our position in the marketplace.
  • PAY keen attention to guest preferences and update profiles accordingly.
  • Cover the night shift, including assistance with preparation of the night audit.

Requirements:

  • 1-3 years' experience in a luxury hospitality environment.
  • Excellent customer service skills.
  • Excellent communication skills, both spoken and written, with the ability to communicate effectively with people of all levels.
  • Enthusiastic and positive personality with the ability to build trusting relationships.
  • Ability to multi-task and problem-solve in a fast-paced environment.
  • Keen eye for detail.
  • Previous experience of guest complaint handling and going the extra mile to meet guest needs.
  • Flexibility to work different shifts, including night shifts.
  • Knowledge of OPERA PMS.

What We Offer:

  • Competitive salary and benefits, including pension and life assurance.
  • 31 days of holiday, including public holidays (increasing to 33 days after 5 years).
  • Cashback scheme for everyday wellbeing/healthcare expenses, including Perkbox.
  • Special rates for Accor colleagues and their friends and family, and discounts across Accor hotels worldwide.
  • Fantastic colleague rates in Fairmont and Raffles hotels worldwide, including friends and family.
  • Free stay at The Savoy after successful completion of probation.
  • 50% discount at our iconic American and Beaufort Bars.
  • 50% discount at our world-famous Afternoon Tea.
  • 50% discount at our spa and florist.
  • 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill.
  • 20% at Gordon Ramsay restaurants outside the hotel and restaurant 1890.
  • Laundry services and dry cleaning for uniformed and non-uniformed colleagues.
  • Colleague gym facility and Virgin Active gym membership discount.
  • Employee assistance programme.
  • Annual optician reimbursements for eye tests and glasses.
  • English language classes.
  • Colleague restaurant.
  • Local F&B, retail, and gym discounts.
  • Interfaith prayer room.
  • Wellness room.
  • Cycle to work scheme.