Butler (Hotel VIP/Customer Service) - Bahasa Indonesia speaking

About the role

Job Responsibilities Execute Butler core tasks - Takes accountability and ownership with every guest assigned in ensuring purposeful engagement and butler presence in each of their stay - Diligently studies the guest profile of incoming arrivals, including but not limited to checking on guest history, conducting research on internet or social media platforms, sending out pre-arrival email and respond promptly, making amenities requisition, assisting with guests requests effectively over the phone, taking in-room dining orders, placing the order over POS (Point of Sales) system, dispatching job to floor butler as and when required, coordinating among internal and external stakeholders/vendors via MS Teams, messaging and other operational-related systems - Responds to guest professionally in-person, over the phone, emails, and messaging systems - Assists with limousine/taxi bookings, dining, attractions and entertainment reservations/ticket purchase, and any other guest queries/requests - Prepares thoughtfully each suite, conducts seamless arrival meet and greet and in-suite check-in, customizes suite orientation, offers welcome drink, initiates unpacking service and customizes itinerary based on guest's preferences - Serves and replenishes amenities, facilitates daily make-up room and turndown services, assists with laundry services, performs shoe-shining, and purposefully notes down preferences through observations and interactions - Makes appropriate dining recommendations, proficiently takes in-room dining order, promptly serves the order and organize clearance of soiled dishes - Orchestrates celebrations for guest with special occasions with creativity and customization - Proactively connects with guests for pre-departure arrangement, initiates packing assistance, booking of limousine, luggage assistance, ensures accuracy of bill settlement and conducts a seamless check-out and fond farewell - Addresses any security incidents and feedback to Butler Management - Resolves feedback and guest challenges with good standard - Rotates to any taskforce when operationally required - Rotates to Butler Command Center as and when designated (located at Perennial Business Centre) - Adapts to changes and ensure adherence to organizational operating procedures and service standards - Performs any other duties and responsibilities as and when assigned by Management Perform Service and Operational Excellence - Performs all tasks with accordance to Forbes 5 stars standards and guidelines - Always exhibits exceptional service to guests and fellow employees - Ensures handover between shifts are communicated effectively - Attends daily pre-shift briefing and post-shift debrief, and job-related trainings - Obtains and keeps Guest/VIP preferences up to date in OPERA and individual profile sheet along the stay journey - Pre-arrival, arrival, in-house, departure, post-departure, and return stay - Maintains cleanliness of front and back of house (lift lobbies, corridors, storage rooms, offices, pantries, etc.) - Stays up to date on internal promotions and local offerings - Adheres to department's grooming standards and professional disposition - Recommends innovative ideas to enhance guest journey - Suggests improvements towards butlers' efficiency and effectiveness Apply Operational Risks - Adheres to Workplace Safety and Health (WSH) policies, practices, and procedures - Monitors activities in both front and back of the house; reports any suspicious characters, items, and/or activities to Security Department - Responds to emergency situations and reports to Butler management - Able to understand Butler Services Risk assessment forms and assist the Manager on Duty to collect all specific details - Handles luggage/baggage lifting, placement or other related requests such as moving or storing the items. - Lengthy periods of standing, walking; seating or taking stairs may be required - Moves operational equipment or other items may be requested. This includes constant movement with the Butler trolleys, pushing and carrying items - Able to perform under high stress level and able to deal with challenging guests/situations Participate Employee Engagement - Holds the values of One MBS (Marina Bay Sands) culture - Works cohesively and respectfully within the department - Ensures a collaborative working relationship with other departments and vendors - Self-motivates for continuous self-learning and development Involve in Documentation, Financial and report management - Attends scheduled departmental meetings as required - Reviews systems and processes for workflow and productivity improvement - Performs administrative duties such as inventory and filing of reports as required based on the assigned duties given within the Paiza Butler Tea - Observes the usage of supplies to ensure that it is within budget and minimize wastage - Contributes ideas in support of the company vision, mission, value, and guiding principles - Actively in

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