Job Description
POSITION SUMMARY
The Butler owns the guests’ in-suite experience, offering a seamless execution of premium service that is both exceptional and memorable. As part of the Guest Relations team, the Butler is the liaison between the guest and all Hotel and Marine Departments, proactively anticipating every guest’s needs and expectations. The Butler must possess outstanding hospitality, communication and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Butler is held fully accountable for the quality of their guests’ personalized experience. This individual will take full ownership and accountability for the maintenance as well as the look and feel of each assigned suite and will also ensure the flawless delivery of all amenities to the highest level of expectation.
Note:
Employees may be required to perform any other job-related duties assigned by their supervisor or management. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.
Fostering The World, At Your Service Culture
“The World, At Your Service” (WAYS) is a brand-wide initiative committed to delivering World Class Service to our Guests and internal Customers (including Employees, Vendors and Consultants). Our service vision and goal is to provide a Personalized, Knowledgeable and Genuine experience, to every Customer, every time. Delivering World Class Customer Service will help differentiate Celebrity Cruises through providing World Class Experiences to every guest, every time. The Butler aims to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. The position will focus on ensuring operational goals are met as stipulated by onboard management and consistent training, leadership, development and recognition are implemented into your daily interactions with guest and crew to ensure the WAYS culture is manifested. The Butler will embody an outgoing personality and a genuine passion for service recovery. The Butler will ensure that they and their colleagues deliver the brand promise of a personalized service and memorable experiences. The Butler will be a strong advocate of The World, At Your Service Culture.
ESSENTIAL DUTIES AND RESPONSIBILITIES
✓ All duties and responsibilities are to be performed in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship required
✓ Ensuring the Retreat guests are comfortable and knowledgeable regarding their suite, amenities, ship offerings, ports of call, their concierges and Retreat privileges
✓ Retreat guest’s personal point of contact and advocate for seamless inter-departmental communication and delivery ✓ Taste-testing and screening of all services and food items to ensure the most impeccable standards prior to guest use and/or consumption
✓ Championing excellence and driving further increasing standards on behalf of the Retreat program and guest
✓ Collaborating with all other Retreat areas to share information and guest’s personal preferences to enhance overall Retreat experience in all venues
QUALIFICATIONS
Minimum of two (2) years guest facing service experience in a luxury environment
Combination of education equivalent to high school diploma or any other source of education, training or experience that provides the required knowledge, skills and abilities
Confident, well-groomed appearance with a warm and welcoming demeanor
Strong emotional intelligence required with resourceful thinking and a working knowledge of conflict resolution, food and beverages and the ability to confidently speak on and properly serve such items.
Ability to fulfill the above mentioned Key Responsibilities and all reasonable company requests.
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