Guest Services Associate - Butler

ABOUT THE POSITION: The Guest Services Associate - Butler is responsible for delivering exceptional, personalized service to all guests throughout their stay, ensuring comfort, satisfaction, and adherence to Rosewood standards. The role supports all internal guest care functions, coordinates with multiple departments, and contributes to continuous service improvement through training and practice. The Butler is also a designated member of the Evacuation Team. Essential Duties - Presents yourself well groomed, clean and pleasant. - Reports to duty on time. - Arranging and organizing Welcoming Experience Amenities - Takes note of information, updates as instructed by the Chief Butler. - Takes note of information on all operational boards Daily Activities board, House Status Board and Training Boards and pantry board - Goes through the B.C.C. logbook and take note of information concerning guests. - Checks the guest arrival details. (Preferences, Profile, Notes, emails or verbal information) - Takes in depth hand over from the Floor Butler in Butler pantry or allocated area. - Reads iPad logbook and takes note. - Maintains the pantry clean and tidy and supplies well stocked. - Inspecting arrival room and personalizing the room based on the guest preferences. - Tests and checks that room equipment, control panels are functioning. - Communicating with the relative departments to ensure the arrival room is completely ready for Rosewood guest according to the standards. - Leads occupied room single entry servicing by proper communication with the relative departments (Housekeeping, Maintenance, IT, IRD, …etc) - Proper check for the occupied suites and taking notes of guest preferences and update the PMS. - Co-ordinates through the Butler Superior with the maintenance to fix faulty equipment. - Escorting the guest to the room and familiarize the guest with the hotel facilities and provides the room orientation. - Explanation of the butler service to the guest. - Maintains the Butler Portfolio (iPad, documents, Earphones) and present it well in front of the guest. - Ensure functioning of entire communicational and operational apps installed in the iPads. - Extends special attention to rooms occupied by families according to the culture. - Offers service to unpack luggage. - Reviews and checks all outstanding laundry forms. - Updates the guest with room and hotel facilities and in-house activities. - Reports any problems to the superiors - Assists with luggage delivery and collection with coordination of Concierge. - Takes care of the guest’s laundry, pressing and dry-cleaning with coordination of houseman / Housekeeping. - Maintains guest wardrobe in a neat and tidy fashion. - Is responsible for preparation of all flower vases and coordinates with the Florist for floral arrangements. - Picking up fruit baskets from the suites and deliver them to the kitchen to refills and replenish them on a daily basis according to the guest wishes and according to each room category (set up). - Polishes the guest shoes as per the set standards. - Coordinates with the Front Desk for speed check-out. - Delivers guests’ mail, messages and packages promptly. - Informs the Housekeeping of all rooms that require service. - Maintains the stock of mini-fridge supplies and refills daily and informs the Room Service regarding the charges to relevant rooms. - Being aware of the hospitality zone and extends all courtesies to the guest with in his zone. - Maintains guest hallways and service areas, also liaising with the relative departments for any faults or misfunctioning. - Adding the WOW factor to the suite, romantic set up, kids path, personalizing the service and amenities. - Booking guest wake up call. - Assists in setting up and serving IRD order, or introduces the IRD to the guests. - Records all the guest requirements in the iPad logbook such as items and time of preferred services, type of service and if there are any pending tasks needs to be followed by the next shift - Introducing team associates who share looking after to the guest. - Processes the guest’s departure: - Offers assistance to pack - Liaises with reception regarding consumption of mini fridge items and guest supplies. - Co-ordinates with the Chief Concierge regarding airline tickets, flight reconfirmation, limousine, luggage etc. - Checks with the guest about his next arrival and offers room reservation - Checks any items left behind by the guest and records in “Lost & Found” logbook with the Housekeeping. - Checks guest feedback and report any negative feedback before guest checks out. - Communicates with butler coordinator to send a feedback email to the departure guests. - Is fully aware of Fire and Evacuation procedures. - Carries out duties that may be assigned to him from time to time by his superiors. - Must be flexible with assigned duties and working hours, adapting to operational needs at all times. Guest Service Responsibilities - Provide elegant, disc

Deliver personalized guest service to guests throughout their stay, coordinating with multiple departments (Housekeeping, Maintenance, IT, IRD, Concierge, Florist, Front Desk, etc.) to ensure rooms and amenities meet Rosewood standards. Prepare and personalize arrival rooms, manage butler duties (packing assistance, luggage handling, shoe polishing, unpacking, wardrobe care, flower arrangements, fruit baskets, mini-fridge stocking), provide room orientation and explain butler services, manage iPad logbooks and PMS updates, communicate service needs across departments, perform wardrobe and laundry coordination, assist with wake-up calls and IRD orders, handle guest requests and feedback, contribute to service training, participate in evacuation procedures, and maintain a professional, courteous presence and flexibility in duties and hours. Maintain the Butler Portfolio, ensure functional apps, and coordinate with the Chief Concierge and Butler Coordinator for guest services such as airline tickets, limousines, and special setups. Ensure security and safety procedures are followed, support guest departures, and address any issues or faults identified in service areas.