Overview
Department: Hotel
Employment Type: Contract
Location: Shipboard
Description
V.Ships Leisure is looking for a Day- or Night-Butler on behalf of Silversea Cruises. Responsible to deliver high quality, efficient, individualized and technically excellent guest services during the night in accordance with Company Policies and Public Health standards, with the goal of achieving total guest satisfaction. Reporting to the Chief Housekeeper, Butler Manager, Senior Butler and In-Suite Captain.
Key Responsibilities
* Deliver the highest possible service during the night according to SQA standards.
* Check in the Night Utilities and ensure all duties are completed in a timely manner.
* Answer all calls from Reception after 22:00. Take guest requests over the telephone using best etiquette, applying SQA standards at all times.
* Execute all housekeeping and room service-related requests in the night.
* Ensure all housekeeping lockers and butler pantries are locked after the completion of evening service.
* Collect breakfast orders from guest suites.
* Deliver newspapers to guest suites.
* Display a full understanding of butler services.
* Prepare daily breakfast trays.
* Assist in preparing mis-en-place for room service breakfast deliveries.
* Carry out embarkation and disembarkation duties as instructed by the Chief Housekeeper and Butler Manager. Collect and prepare fruit stands and collect all leftover liquor bottles from guest suites.
* Organize and clean the room service pantry according to Public Health standards.
* Support the butler team whenever necessary.
* Prepare requisitions for necessary items.
* Coordinate guest special orders and dietary requirements, ensuring that all dietary needs are met and guest needs are observed in service delivery.
* Ensure all guest requests, enquiries and complaints are responded to immediately and followed up efficiently to guest satisfaction. Demonstrate sincerity and hospitality in all interactions.
* Regularly monitor customer satisfaction and take prompt, efficient action to rectify issues.
* Ensure crockery, cutlery and glassware are stocked and kept clean as per standard.
* Display knowledge of the ship\'s facilities, ports of call and services.
* Maintain clear communication within the Housekeeping department and with other departments on the ship.
* Be fully knowledgeable of in-suite services, amenities, functions, and systems.
* Adhere to departmental standards, specifications, and work routines.
* Record and update guest history files daily.
* Follow up on daily side duty assignments.
* Respect guests\' privacy and do not discuss guests\' private information with colleagues or other guests.
* Demonstrate discretion and courtesy when entering suites.
* Assist with regular inventories of Rooms Division equipment.
* Follow Outbreak Response regulations.
* Clean and maintain area and equipment according to Public Health standards; practice strict Public Health standards in all aspects of the position.
* Use ship equipment properly and report faults; monitor repair progress with supervisor until repaired.
* Minimize breakage and wastage; follow proper disposal procedures.
* Display cost and quality awareness.
* Assist managers and supervisors with training and induction of new personnel.
* Respond quickly and efficiently to issues or potential problems, involving relevant people as required. Communicate challenges, complaints, or service difficulties to the supervisor.
* Attend all training sessions to improve performance.
* Display knowledge of the ship\'s daily activities to advise guests.
* Engage with guests confidently and professionally, using guest names at all times.
* Adhere to the Company\'s code of conduct at all times.
* Practice preventative maintenance.
* Keep the Chief Housekeeper and Butler Manager informed of all significant issues.
* Adhere to Standard Operating Procedures and be accountable for practices.
* Incorporate Company service standards, personalized service and sincere hospitality by creating positive guest experiences, engaging with guests and anticipating needs.
* Practice good people management and maintain proper conduct with all departments.
* Observe and enforce uniform and grooming standards per Company policies.
* All other duties as assigned.
* Participate in crew and passenger safety drills as instructed.
* Comply with safety and pollution prevention regulations and operating procedures.
* Participate in all mandatory training.
* Lead by example by taking care of health and safety of self and others.
* Ensure that all work equipment, PPE, chemicals and safety devices are used correctly.
Education/Experience/Qualifications
* Valid STCW95 certification.
* Minimum of 3 years’ experience in a similar role (including room service) in a 5-star establishment.
* Good knowledge of international cuisine.
* Knowledge of Public Health policies and procedures.
* Physically and medically fit.
* Moral integrity is required.
* Maintains a positive and approachable personality.
* Punctual.
* Proactive approach to problem solving.
* Ability to be adaptable to change, quick thinking, able to make decisions under pressure while maintaining attention to detail. Well organized, self-managed and motivated. Handle multiple demands, remain calm and effective under pressure, and resolve issues quickly.
* Effective, full, clear and concise communications is essential.
* Respects the privacy of guests and colleagues.
* Respects the contribution of fellow crew members and actively promotes teamwork.
* Safe, professional and personal practices. Knowledgeable of the Safety Management System and MLC requirements.
* Ability to live in close quarters, share limited space with cabin mates.
* Well-groomed and neat appearance.
* Ability to deliver a high standard of performance.
* Excellent fluent English (verbal and written). English is the working and safety language on board Silversea vessels. This also includes the ability to give and receive instructions in verbal and written forms and to engage with guests and crew members effectively. Conversational in additional languages is considered an asset (German, French, Italian, Spanish, Mandarin).
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