Butler-St. Regis

Posting Date Jun 22, 2022 Job Number 22104535 Job Category Rooms & Guest Services Operations Location The St. Regis Rome, Via Vittorio Emanuele Orlando 3, Rome, Città Metropolitana di Roma, Italy VIEW ON MAP Brand St. Regis Hotels & Resorts Schedule Full-Time Relocation? N Position Type Non-Management Located Remotely? N The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York. From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New York’s Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite. We invite you to explore careers at St. Regis. As the original house of luxury, St. Regis continues to redefine modern luxury through service. At the core is the Butler program, an icon to our heritage and the heart and soul of new luxury. It is high-touch, personalized, creative and original. It is brought to life by all talent but serving as the primary face to the program is our Butler team, who are the ultimate luxury ambassadors. The Butler provides bespoke experiences and services to fulfill all guest needs during pre-arrival, check-in, throughout the stay and upon departure, in partnership with other departments in the hotel operation. This includes coordinating efforts of Butler Valets, and verifying that other departments supporting butler services are equipped to meet guest needs. The Butler is key to building rapport with guests, proactively anticipate guest needs and acting upon them where possible. While the St. Regis brand is steeped in history with roots that can be traced back to the early 1900s, every team member is part of a trailblazing future to redefine modern luxury through service. The Butler’s success is rooted in a deep passion for service, uncompromising standards, the ability to anticipate needs and impeccable interpersonal skills. You will also be expected to create a safe work place, follow company policies and procedures, uphold quality standards, and ensure your uniform, personal appearance, and communications are professional. Butler team members will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Butler team members – to get it right for our guests and our business each and every time. CRITICAL TASKS Butler Services Send pre-arrival emails and questionnaires to gather more information from guests. Coordinate with the front desk and other departments to arrange for arrivals including room preparations and other personalized touches. Coordinate with rooms controller/guest historian to pre-block rooms. Verify that guests are pre-keyed and registered, depending on status. Confirm signature services in advance of the stay. Coordinate meet and greets with senior leaders if appropriate. Prepare and share executive debriefs to all arrivals. Connect with guests at check-in and escort guests to their rooms. For VIP guests, complete rooming process to explain the features of the hotel and of the room. This may include wardrobe facilities, unpacking/packing service, garment pressing or laundry, Butler Service Desk, e-Butler, occasion planning and other signature services. Verify that delivery services and other requested items are aligned to guests by directing the work of Butler Valets. Oversee packing and unpacking activities as completed by Housekeeping or Butler Valets. Coordinate laundry services for guests as requested, coordinating pick-up and delivery of items as needed. Thank guests with genuine appreciation and ensure departure ritual is completed. Capture knowledge gained during the stay in appropriate systems for use during the guest’s next visit. Guest Relations Recognize all guests and build rapport in order to develop personal guest contact, obtain preferences and proactively anticipate guest needs. As needed, manage guests’ schedules to anticipate potential needs. Maintain a high level of privacy and confidentiality on behalf of guests at all times. Address guests' service needs in a professional, positive, and timely manner. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Assist other employees to ensure proper coverage and prompt guest service. Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). Safety and Security Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Follow company and department safety and security policies and procedures to produce a clean, safe, and secure environment. Maintain awareness of undesirable persons on property premises. Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel. Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury. Policies and Procedures Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Verify that uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Follow company and department policies and procedures. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors. Communication Speak to guests and co-workers using clear, appropriate and professional language. Answer telephones using appropriate etiquette including answering the phone, as appropriate. Talk with and listen to other employees to effectively exchange information. Provide assistance to coworkers, ensuring they understand their tasks. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. Working with Others Support all co-workers and treat them with dignity and respect. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments. Partner with and assist others to promote an environment of teamwork and achieve common goals. Quality Assurance/Quality Improvement Comply with quality assurance expectations and standards. Physical Tasks Stand, sit, or walk for an extended period of time or for an entire work shift. Enter and locate work-related information using computers and/or point of sale systems. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. CRITICAL COMPETENCIES Analytical Skills Learning Problem Solving Decision-Making Interpersonal Skills Customer Service Orientation Diversity Relations Interpersonal Skills Team Work Communications English Language Proficiency Communication Listening Personal Attributes Presentation Positive Demeanor Integrity Dependability Stress Tolerance Adaptability/Flexibility Organization Detail Orientation Multi-Tasking Time Management PREFERRED QUALIFICATIONS Education High school diploma/G.E.D. equivalent Related Work Experience Six-months related work experience is required Supervisory Experience No supervisory experience is required Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.