Villa Butler

Job description

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests' well-being, and we're energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you're someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

Desired profile

Qualifications :

Job Summary

At the core is the Butler program, a high-touch, personalized, creative and original.

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 for our Villa and Suite guests. This includes 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.

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, occasion planning and other signature services.
 Verify that delivery services and other requested items are aligned to guests by directing the work of Butlers.
 Oversee packing and unpacking activities as completed by Butlers.
 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 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).
 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.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.