Butler Command Centre

Job Scope

At

Marina Bay Sands, a butler plays a vital role in ensuring the

highest standards of seamless and personalized guest journey in

Paiza and Paiza Royal Collection, starting from pre-arrival to

departure. The butler is responsible for overseeing all aspects of

a guest's experience, including pre-arrival arrangements, smooth

check-in and arrival processes, personalized in-house services, and

memorable departure and a fond farewell. The butler will strive to

listen attentively, observe the details, and create opportunities

for meaningful interactions with the aim of anticipating every

guest's needs and wants.

The role of the butler

is multifaceted, combining skills from various departments such as

Call Center, Front Office, Housekeeping, Guest Services, Concierge,

Reservations, Food and Beverage, Transportation, and Facilities.

This integration allows the butler to manage a wide range of tasks,

from coordinating special requests and room preparations to

arranging dining experiences and transportation. The butler is

committed to delivering an exceptional and memorable stay for each

guest by ensuring that every detail is meticulously managed and

personalized throughout their journey at Marina Bay

Sands.

Job

Responsibilities

Execute

Butler Command Centre Operations and Core

Tasks

This role is

based at Perennial Business City in Jurong East,

Singapore.

Takes accountability and ownership

with every guest in Paiza Collection in ensuring purposeful

engagement and seamless experience in each of their

stay.

Diligently studies the guest profile of

incoming arrivals, including but not limited to checking on guest

history, conducting research on internet or social media platforms,

sending out pre-arrival email and respond promptly, making

amenities requisition, assisting with guests requests effectively

over the phone, taking in-room dining orders, placing the order

over POS (Point of Sales) system, dispatching job to floor butlers

as and when required, coordinating among internal and external

stakeholders / vendors via MS Teams, messaging and other

operational-related systems.

Communicates and

responds to guests professionally and accurately over the phone,

emails, and messaging systems.

Assists guests

with limousine / taxi bookings, dining, attractions, entertainment,

and wellness program reservations / ticket purchase, curated

itinerary and local recommendations, and any other guest

queries / requests.

Makes appropriate dining

recommendations, proficiently takes in-room dining order, promptly

communicates with floor butlers to serve the order and organize

clearance of soiled dishes.

Orchestrates and

communicates with floor butlers and relevant stakeholders for

celebrations of guests' special occasions with creativity and

customization.

Proactively coordinates with

floor butlers for guests' pre-departure arrangement, packing and

luggage assistance, booking of limousine, ensures accuracy of bill

settlement and extends seamless check-out and fond

farewell.

Addresses any security incidents and

feedback to Butler Management.

Resolves

feedback and guest challenges with good standard.

Rotates to any taskforce when operationally

required.

Rotates to butler floor operations

as and when designated (located at Marina Bay Sands).

Adapts to changes and ensure adherence to organizational

operating procedures and service standards.

Performs any other duties and responsibilities as and

when assigned by

Management.

Perform

Service and Operational

Excellence

Performs

all tasks in accordance with Forbes Travel Guide 5-star standards

and Paiza Butler service guidelines.

Always

exhibits exceptional service to guests and fellow

employees.

Ensures handover between shifts are

communicated effectively.

Attends daily

pre-shift briefing and post-shift debrief, and job-related

trainings.

Obtains and keeps Guest / VIP

preferences up to date in OPERA and individual profile sheet along

the stay journey - Pre-arrival, arrival, in-house, departure,

post-departure, and return stay.

Maintains

cleanliness of front and back of house (workstations, offices,

pantries, common areas, lift lobbies, corridors, storage rooms,

etc.).

Stays up to date on internal promotions

and local offerings.

Adheres to department's

grooming standards and professional disposition.

Recommends innovative ideas to enhance guest

journey.

Suggests improvements towards

butlers' efficiency and

effectiveness.

Apply

Operational Risks

Adheres to Workplace Safety and Health (WSH) policies,

practices, and procedures.

Monitors activities

in both front and back of the house; reports any suspicious

characters, items, and / or activities to Security

Department.

Responds to emergency situations

and reports to Butler management.

Able to

understand Butler Services Risk assessment forms and assist the

Manager on Duty to collect all specific details.

Extended periods of seating and working in front of

computer are required.

Handles the movement,

lifting or placement of operational equipment or other items may be

requested.

Able to multitask, perform under

high stress level, and deal with challenging

guests / situations.

Participate

Employee Engagement

Holds and embraces the values of OneMBS (Marina Bay

Sands) culture.

Works cohesively and

respectfully within the department.

Ensures a

collaborative working relationship with other departments and

vendors.

Self-motivates for continuous

learning and

development.

Involve

in Documentation, Financial and Report

Management

Attends

scheduled departmental meetings as required.

Reviews systems and processes for workflow and

productivity improvement.

Performs

administrative duties such as inventory and filing of reports as

required based on the assigned duties given within the Paiza Butler

Team.

Observes the usage of supplies to ensure

that it is within budget and minimize wastage.

Contributes ideas in support of the company vision,

mission, value, and guiding principles.

Actively involves in Sands Cares and sustainability

programs to drive organizational

initiatives.

JOB

REQUIREMENTS

Education

Diploma or Degree in Hospitality or Tourism Management

preferred

Required

Experience

Minimum 1

year experience in relevant

experience

Required

Knowledge

Proficient

in the use of Property Management System and all relevant property

management and operational systems, such as FCS, LDS, TMAC, Avaya,

and Point of Sales (POS) Systems.

Proficient

in using Microsoft Office applications.

In-dept knowledge of Marina Bay Sands is

mandatory.

Good knowledge of Singapore, the

difference of multi-cultures, sights, attractions, and

dining.

Competencies

Excellent writing, reading, and communication skills in

English and Mandarin are essential as the role will require to

serve mandarin-speaking guests.

Proficiency in

writing, reading, and communication in other language(s) is an

advantage.

Be flexible and willing to work on

any day and any shift (shift rotation is based on operational

demands).

Possesses exceptional interpersonal

skills and attentiveness to details.

Works

well with a team and supports proactively.

• Focuses on service with an eye for detail.
• Prioritizes and organizes work efficiently.

Self-motivates and with a positive "Can Do"

mindset.

Acts with integrity and high

professionalism.

Embraces and adapts

supportively to changes.

Self-confidence and

charisma, able to engage phone, email, and message conversation

with guests in a professional manner.

Ensures

security and confidentiality of guest and hotel

information.

Embraces and responds to changes

effectively.

Understands the needs of

international luxury travelers.

Multicultural

understanding.