Butler, Butler Service

Marina Bay Sands · Singapore

Apply on the company website

LOVE WHAT YOU DO? THERE IS A PLACE FOR YOU HERE!

Be part of our diverse and inclusive team.

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 involves in Sands Cares and sustainability programmes to drive organisational initiatives

Job Requirements Education & Certification • Diploma or Degree in Hospitality or Tourism Management preferred Experience • Minimum 1 year experience in relevant experience Other Prerequisites • Proficient in the use of Property Management System and all relevant property management and operational systems, such as FCS, LDS, and Point of Sales (POS) Systems. • Proficient in using Microsoft Office applications • In-dept knowledge of Marina Bay Sands is mandatory • Good knowledge of Singapore, the difference of multi-cultures, sights, attractions, and dining • Excellent communication skills in English and Mandarin are essential as the role will require to serve mandarin-speaking guest • Ability to speak other language(s) is an advantage • Be flexible and willing to work on any day and any shift (shift rotation is based on operational demands) • Possesses exceptional interpersonal skills and attentiveness to details • Works well with a team and supports proactively • Focuses on service with an eye for detail • Prioritizes and organizes work efficiently • Self-motivates and with a positive “Can Do” mindset • Acts with integrity and high professionalism • Embraces and adapts supportively to changes • Self-confidence and charisma, able to engage in personal conversation with Guest in a professional manner • Ensures security and confidentiality of guest and hotel information • Embraces and responds to changes effectively • Understands the needs of international luxury travellers • Multicultural understanding

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.

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