Senior Butler for Silversea Cruises

Department: Hotel

Employment Type: Contract

Location: Shipboard

Description

V.Ships Leisure is looking for Senior Butler on behalf of Silversea Cruises.
Responsible to deliver high quality, efficient, individualized and technically excellent in-suite valet and F&B service in accordance with Company Policies and strictly upholding any Public Health standards and towards a goal of achieving total guest satisfaction. Reporting to the Chief Housekeeper and Butler Manager. Subordinates – Butlers, In Suite Captain, Suite Attendants and Laundry master.

Key Responsibilities

• Provides guests with the highest quality butler and cleaning services by assisting the Butler Manager in overseeing the butler operation.
• Responsible for preparing and servicing the Owner’s suites according to guest preferences.
• Ensures that all procedures and responsibilities related to the guest's arrival are adhered to.
• 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 guest's satisfaction.
• Regularly monitors customer satisfaction and ensures personal responsibility and accountability. Reviews all mid cruise and of cruise comment cards and acts accordingly. Guest satisfaction being measured on a cruise-by-cruise basis by guest rating scores.
• Assists and coordinates butlers with in-suite breakfast service, afternoon tea, canapes, and private parties.
• Monitors the valet service and ensures correct delivery to the guests.
• Assists and coordinates butlers with the packing and unpacking service.
• Assists in booking reservations for restaurants, spa, shore excursions and private tours as required by the guests.
• To be fully knowledgeable of all in-suite services, amenities, functions, and IT-systems.
• Supports and assists butlers in all in-suite services to ensure he/she succeeds and exceeds guest expectations.
• 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.
• Is a continual source of information, help and assistance to all guests.
• Respects all guests’ privacy and does not discuss guests' private information with colleagues or other guests.
• Strives to minimize breakage and wastage and follows proper procedures when disposing of garbage.
• Conducts daily inspections of butler pantries ensuring that they are kept clean at all times and according to Public Health standards.
• Prepares and takes responsibility for requisitions of all in-suite food and beverage items.
•  Ensures confidentiality when handling sensitive information.
• Assists the Rooms Division Manager and Butler Manager with administrative duties as directed.
• Organizes and leads training sessions for all Butlers & Room Service to continuously develop their knowledge, techniques, skills, guest focus and sense of service.
• Ensures that the Silversea product and service standards and procedures are in place and maintained.
• Carries out regular inspections on the conditions of equipment, suites and pantries, checking the maintenance log on a regular basis, following up on items still pending until closed. Maintaining records of inspections as standard.
• Adheres to Public Health and Company cleaning and maintenance standards and ensures that the entire butler team is properly trained on Public Health standards, retaining training records as standard.
• Ensures that room service areas and deck pantries are in compliance with Public Health standards at all times.
• Demonstrates a high and consistent level of organization and management.
• Ensures that the logging of all fridge, freezer and dishwasher temperatures are in accordance with Silversea Cruises procedures and legal guidelines in all Housekeeping areas.
• Ensures that the Integrated Pest Management plan is in place and followed in all Housekeeping areas as per Silversea policy and procedures.
• Strictly follows the Infection control and outbreak prevention regulations.
• Inducts, trains, coaches and leads crew to consistently deliver superior levels of performance.
• Ensures that new employees are properly inducted to the team and the new work environment and receives all necessary training in a timely manner.
• Strives to create and main