Guest Experience Butler

This key role encompasses a spectrum of responsibilities from arrival, in-house, and departure arrangements. Reporting to the Butler Manager and Front Office manager on duty, the role ensures that the highest level of hospitality and brand standards are delivered through seamless coordination and administrative duties.

The Guest Experience Butler will act as the epicenter of the department, orchestrating front-of-the-house butler and front office services for a seamless guest experience. Mainly in charge of guest experience, personalizing interactions in person with the aim to guide guests throughout their stay.

An ambassador of the hotel, he or she will take the lead in ensuring the guest experience during the guest stay journey is well harmonized. A well-rounded and skillful individual, he or she possesses general understanding in front office, housekeeping and food & beverage, concierge and other touch points.

Duites and Functions:

• Consistently exemplifies professional, engaging and friendly service, ensuring the Raffles brand positioning, personality, service culture and values are always personalized.
• Adhere to global brand Standard Operating Procedure (SOP) and implement Raffles Boston Local Standard Operating Policies and Procedure (LSOP) and Sequence of Service.
• Responsible for exemplifying the training and compliance to brand, local standards and other third-party audits.
• Instrumental in the overall guest journey from pre-arrival to post-departure. Handles and customizes pre-arrival, during stay and post-departure communications with both guests and residents.
• Be a driving force behind guest-centric projects aimed at elevating the guest recognition and experience and finding creative service innovations and solutions.
• Handling Pre-arrival Communication
  • Handle Pre-Arrival Communication (7 days) out and consistently monitor new reservations.
  • Focused attention to the Pre-Arrival sequence and Guest Preference Forms. Ability to respond in a timely manner and transpose pertinent information from e-mail and In-Touch to Opera and Alice.
  • Ability to clearly enter Reservation Notes, Alerts, Traces in Opera.
  • Assist the Butler Managers in organizing celebrations of residents’ special occasions, ensuring all proper traces are set and departments know prior to arrival.
  • Intuitively anticipate, through observation and interactions, residents’ and guests’ needs and wants and orchestrates unique Raffles experiences.
  • Monitor Butler Inbox and respond within four (04) hours upon receipt of email.
• Prepare Welcome Card and Amenities
  • Handle ordering of amenities by entering requests in Alice 48 prior to arrival (2 days in advance); handle Amenity Cost Tracker by overseeing requests made on a day-to-day basis.
  • Handle writing Welcome Cards based on market segmentation
    • Transient (Z3) – handwritten cards
    • Transient Returning (Z4) – handwritten cards
    • VIPs (based on loyalty or grid) – handwritten cardshttps://careers.accor.com/global/en/job/guest-experience-butler-in-raffles-boston-boston-united-states-jid-90659