[Rooms] Guest Experience - Butler - Bvlgari Hotel Tokyo

Organization Description

Developed in partnership with jeweler and luxury products designer Bulgari, our select Bulgari Hotels & Resorts are located in major cosmopolitan cities and luxury resort destinations. Join our team and help deliver the excitement, timeless glamour and heritage of the Bulgari brand. In joining Bulgari Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.

POSITION SUMMARY The Suite Butler is a key element in a team of professionals striving to deliver a level of personalized service that exceeds not only the expectation of the guest but will add a point of difference from the service provided in any other hotel. The position of Suite Butler provides a very personalized, detailed, and seamless service to guests. The Suite Butler will take gentle care of all assigned guests from pre-arrival until post-departure without imposing themselves on the guests. The guests will see the Suite Butler as owner of each guest’s needs and requests. The attention to detail that is required from Suite Butlers, and their ability to anticipate guests’ needs, meaning that they are the consummate hotel professionals with impeccable standards. Suite Butlers will not accept anything less than the best available presentation of the suites and themselves. Our first impression on guests is often a significant part of the lasting impression left in their memories. Everything we do must support the heritage and legacy of Bvlgari, which includes our attire and grooming. Everything we do, say and even, do not say, communicates to the guest. As a Bvlgari staff member, it is extremely important to ensure that we do not only demonstrate our core values in our everyday interactions with our guests, but that our behavior demonstrates a way that reflects the unique personality of the Bvlgari Brand. REQUIREMENTS

Business-level English skills are required. Business-level Japanese skills are preferred. At least 3 years of relevant work experience is preferred.

RESPOSABILITIES Professional Knowledge

Helps and assists all the guests in a friendly and educated manner. Shows amazing skills in anticipating guest’s needs and unrivalled attention to details. Builds a thorough rapport with guests and maintain interaction to facilitate guest recognition and obtain specific individual needs, likes, and dislikes to maintain guest history files. Ensures that Bvlgari Brand Standards and Signature Services are followed. To ensure a proper use of the telephone etiquette as per Forbes-LQA standards. Ensures all suites are checked and set according to Bvlgari standards and guest’s preferences. Performs pre-arrival engagement, check-in & check-out, including updated profiles, reservations, and billing handling. Have knowledge and operate through Opera and GXP to communicate promptly within the Hotel. Concierge services (restaurant bookings, early bird tickets purchasing, boarding passes, arranging transportation from and to the hotel) Offer BVLGARI signature services such as, packing and unpacking service, pressing, Berluti shoeshine, coffee and tea or any other beverage service. Promote and cross-sell all outlets within the resort. Abides by all policies and procedures as always provided in the butler services SOP manual as well as the hotel & company policies and procedures. Have full understanding & knowledge of all suite services, amenities, functions & systems. Familiarizes with hotel’s Housekeeping Standards, set up amenities. Familiarizes with hotel’s F&B Venues and its menus to able to make the best suggestions for the guests. Familiarizes with Welcome, Turn Down and special amenities. Familiarizes and promotes Spa facilities and services. Familiarizes with hotel’s Lost & Found policy. Assists and coordinates