MANAGER - BUTLER SERVICES

Butler Manager

Under the direction of the Director VIP Services, it is the responsibility of the Butler Manager to coordinate the butler team to ensure VIP guests receive exceptional personalized service. Specific functions include providing leadership, training, motivation, enthusiasm, direction and support while maintaining a team environment. The Butler Manager must be able to take ownership of situations and create new ideas, solutions to challenges and react to guest / team member's requests, comments and complaints with a positive attitude, empathy, humility and passion. They are well organized and will lead the team by displaying integrity and accountability at all times.

Essential Job Functions :

Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures.

Manage daily operations of the Hard Rock Butler program to include pre and post-shift meetings.

Recruit and hire team members.

Develop and initiate quarterly training programs to enhance guest experience and butler knowledge.

Assess butler's performance and provide feedback / action plan to ensure personal growth.

Update and manage all SOPs and Butler Manual.

Ensure standards and policies are adhered to.

Manage weekly schedule ensuring butler coverage is based on business demands.

Maintain health, safety and cleanliness standards in the butler pantry on level 12.

Order supplies as needed for department operations.

Manage stock and room inventory ensuring items are sourced, ordered and replaced in a timely manner.

Review LMS and Respac on daily basis.

Interact with all departments to ensure excellent communication and guest service experiences.

Work closely with VIP Manager to ensure open lines of communication and unison within the team.

Meet with Food & Beverage management to ensure room amenities exceed guest's expectations.

Coordinate with I.R.D. Management to ensure SOPs are adhered to.

Create Banquet Event Orders (BEO) and oversee guest functions to ensure smooth synergy between support departments.

Ensure Housekeeping is informed of daily guest activity in order to perform duties in a fast and detail oriented manner.

Coordinate with other casino and hotel staff to ensure each guest's experience is memorable and all aspects of the guest visit are executed flawlessly.

Adhere to the highest levels of guest service by providing exceptional guest service that differentiates us from the competition. Ensure the day to day satisfaction of each high end guest.

Initiate and engage guests in conversation in a professional and friendly manner while maintaining confidentiality. Approach guests regarding any needs or requests such as food or beverage.

Respond to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous manner.

Communicates guest preferences to provide personalized service.

Strives to provide the best and personalized service to each and every guest.

Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.

Demonstrate actions and behaviors that reinforce the Company's Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.

Ensure prompt and discreet notification to managers and / or the Ethics Hotline of any observation of illegal acts or internal ethics violations.

Performs all duties of a butler and other duties as assigned.

Work Environment :

While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and / or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to, second hand smoke, excessive noise and constant exposure to general public.

Must be able to communicate effectively with guests in English specific to position duties and responsibilities.