Head Butler

The Tennessean Hotel

Location: US - TN - Knoxville

Nov 17, 2016
Confidential
Director of Human Resources
Employer
Job Details

Overview:  THE TENNESSEAN Head Butler is a professional individual who can provide our VIP and Invited Guests with superior, personalized service.  The Head Butler is responsible for the overall Butler Service operation and must interact with fellow team members and departments in a courteous and effective manner.  Must use consistent and efficient methods at all times in accordance with the standards of THE TENNESSEAN.

Job Responsibilities (Non-exhaustive list of duties):

  • Create a memorable experience for VIP guests by providing superior, personalized customer service

  • “White glove” arrival (Greeting and Escorting guests)

  • “White glove” departure (Sweep the room/suite)

  • Greeting and Escorting guests

  • Respond promptly and professionally to any questions/requests asked or made by guests

  • Ensure all guest requests per the Guest Communications/Loyalty Supervisor are completed prior to arrival or according to the guest request details

  • Work closely with Central Services to communicate guest requests, needs, information, etc.

  • Work closely with Central Services to schedule housekeeping services and turndown service

  • Work closely with Central Services and the Guest Communications/Loyalty Supervisor to create, maintain, and add information to guests’ profiles

  • Personal Concierge Service

    • Check flights, print tickets, fax, mail

    • Schedule reservations, activities, dining, etc.

  • In-Room Dining (breakfast, lunch, dinner, hors d’oeuvres)

  • Private, In-Suite parties

  • Arrange Laundry and Dry Cleaning Services

  • Clothes pressing

  • Stock Bar (bar, coffee, amenity, fruit, anything in the refrigerator)

  • Newspaper Delivery

  • Clean refrigerator and bar as needed

  • Stock Butler Pantry

  • Butler Pantry Inventory

  • Shoe Shine

    • Upon arrival

    • On request

    • Upon departure

  • Packing and Unpacking

  • Clean and polish dishes and flatware

  • Guest Services assistance as needed

  • Bell and Curbside assistance as requested by Guest Communications/Loyalty Supervisor or Hotel Manager

  • Boardroom Food and Beverage Service as needed

  • Drawing Room Dining Service as needed or requested

  • Bottles of wine at or above $350 must be approved by the Butler Supervisor (or other relevant Management as listed in the “Key Relationships” section)

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other reasonable duties as assigned by their Supervisors and/or Management. 

EOE/M/F/D/V  Must be willing to submit to background check upon offer

Qualifications:

  • High school diploma or equivalent required

  • Hospitality experience required

  • College degree preferred

  • Experience in a luxury property or resort preferred

  • Must be able to obtain an ABC card

  • Food and Beverage background required

  • Ability to work in a team-oriented environment

  • Ability to work with minimal supervision and with good judgment

  • Availability to work varied shifts, including weekends and holidays

  • Good Computer Skills (Microsoft Office Suite Proficiency)

  • Experience with POS systems preferred

  • Sartorial knowledge (clothing, fabrics)

  • Wine and spirit knowledge

Skills:

  • Ability to communicate clearly and professionally. Must possess a good command of verbal and written English

  • Ability to maintain confidentiality of guest information and internal hotel practices

  • Ability to work effectively and communicate with other departments

  • Exceptional presentational and problem solving skills

  • Excellent customer service skills

  • Ability to think on one’s feet under pressure and remain calm under stressful situations

  • Ability to multi-task
  • Must be “hands-on”
  • Great communicator

  • Must be able to generate daily reports

  • Ability to handle coaching/counseling sessions according to Human Resources guidelines

  • Ability to present information to Ownership, Executive Committee members, and Management

  • Ability to train Butlers and resourcefully solve guest issues and requests on a daily basis

Additional Details
Immediately
No
Applicants who do not already have legal permission to work in the United States will not be considered.
No
Yes
No
Hotel/Resort
Rooms - Concierge