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RESPONSIBILITIES:

• Provides guests and crew with the highest quality butler services by assisting the Chief Housekeeper in managing and overseeing the Housekeeping operation.
• Visits and constantly walks all areas of the vessel to verify their smooth running, acting on and following up any issues found to ensure that standards are not affected.
• Proactively interacts with all guests in order to identify their expectations and needs fulfilling them promptly. Demonstrates upmost sincerity and hospitality with all guest interactions.
• Ensures that all guest orders are handled quickly and knowledgeably.
• Ensures that all guest requests, enquiries and complaints are responded to immediately and are followed up on efficiently and to the guests satisfaction.
• Regularly monitors customer satisfaction and ensures personal responsibility and accountability. Reviews all mid cruise and end of cruise comment cards and questionnaires and acts accordingly. Guest satisfaction being measured on a cruise by cruise basis by guest rating scores.
• Checks all VIP status suites on embarkation and ensures that all in-suite arrival procedures are executed.
• Carries out random checks of all other suites on embarkation & regular days.
• Builds a rapport with the in-house guests and maintains interaction in order to facilitate guest recognition and obtain information regarding their preferences.
• Updates and maintains Silver Compass.
• To be fully knowledgeable of all in-suite services, amenities, functions and systems.
• Is a continual source of information, help and assistance to all guests.
• Supervises and ensures that an equitable and effective work schedule for the butler team is in place on a cruise by cruise basis and at least one day in advance.
• Supervises and ensures that duty sign in sheets are monitored via the Time and Attendance application.
• Ensures confidentiality when handling sensitive information.
• Practices good administrative housekeeping for all employee records (i.e. training attendance sheets, test results, verbal counsels, resting hours).
• Organizes and leads training sessions for all butlers to continuously develop their knowledge, techniques, skills, guest focus and sense of service.
• Prepares cruise reports, identifying and suggesting ways to improve guest service and satisfaction and ensures the maintenance of the complaint log.
• Liaises with the HR Manager with regards to personnel issues, so they can be effectively dealt with, aiming to continuously improve the service offered (i.e. staff planning, skills, shortages, service standards and other training).