I. BASIC PURPOSE / JOB BRIEF:

Responsible of the administration and operations of the section appointed in Hotel Operations. He/She attends to the needs and wants of the guests and ensure that they are fulfilled according to the set standards and to guest’s satisfaction. Okada Manila’s image should be reflected at all time through a friendly, courteous manner and helpful attitude exceeding beyond guests’ expectation.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Ensures that the standards and policies are explained to staff and correctly applied. 
• Conducts daily briefing to ensure important information and updates are shared among team members 
• Manages guest requests and ensures tasks are properly carried out 
• Resolves issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction and communicate to Manager for any necessary follow up
• Monitors daily butler operations ensuring that tasks are carried out and guest requests are attended without fail
• Solicits feedback directly from guests; records feedback and uses established documentation and circulation procedure to share the information
• Handles meet and greet of VIPs
• Audits Butlers’ performance to ensure established standards are met 
• Works closely with other relevant departments such as Front Office, Housekeeping, Facilities and Private Dining to prepare for future VIP arrivals
• Monitors activities in both front and back of house; reports any suspicious characters, items and/or activities to Security Department
• Establishes assessment, conducts and maintains appropriate performance appraisals (in relevant areas)
• Supervises, trains, schedules, mentors, and evaluates Team Members’ performance and make fair recommendations on confirmation or promotion 
• Disseminates and clarify understanding of all new promotional packages, rate plans and product information associated with these programs.
• Maintains close liaison with all other departments so as to have a good understanding of other departments’ operational flow
• Contributes ideas to improving the operations of the department.
• Recommends local community and famous events in town to guests to enhance their stay in Okada Manila and in the Philippines 
• Reports and document special incidents that command management’s attention; incidents may include vandalism, fight, fire, abuse, accidents, etc.
• Performs other job related duties assigned by superiors 

III. JOB SPECIFICATIONS

Educational Requirement: 

• College graduate or has a degree of Hotel and Restaurant Management from a recognized institution is an advantage.

Experience Requirements: 

• Preferably at least 2 years of experience in same capacity or 5 years’ experience as a Butler Supervisor in a 5 – star establishment / or international property.

Skills and Attributes:

Leadership Skills: 

• Motivational and Coaching
• Performance Management 
• People Management
• Stakeholder Management

Technical Skills:

• Proficient in Microsoft Office Applications
• Full and comprehensive working knowledge of all areas within the Rooms Division.

Other Qualifications: 

• Fluent in English and any additional language is an advantage.
• Able to work with minimum supervision o Able to work in a long period of time, shifting schedule, during weekends, and holidays
• Well-groomed and professional disposition o Mature, meticulous, resourceful, organized and able to work independently.
• Must have exceptional customer service skills and pays attention to details.
• Advanced understanding of hotel operations, food and beverage including in-suite dining, wine and spirits.