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Executive Director, Butler Services

Apply now Job no: 497271
Work type: Full Time
Location: Marina Bay Sands
Categories: Hotel - Management

JOB SCOPE

Job Responsibilities

  • Lead and manage the strategic planning, continuous improvement and service quality of the Butler Team and the smooth running of the entertainment program to drive VIP guest engagement.
  • Identify, maintain and work closely with the Talent Development & Management team in developing and executing training needs for the Butler Team to ensure that quality standards are consistently met and/or exceeded in accordance with company standards.
  • Mentor and evaluate Team Members.
  • Recommend appointments, promotions and development of Team Members.
  • Establish, assess, conduct and maintain performance standards according to agreed goals, communicate these goals clearly and follow up on performance outcomes.
  • Responsible for motivating, disciplining and counseling Team Members appropriately and ensure that job skills are constantly upgraded in accordance with the established Butlers’ training plans.
  • Manage a team of vibrant, well-mannered and groomed individuals as per company standards.
  • Responsible for monitoring the department’s capital and operating expenses and provide timely updates.
  • Directly responsible for the efficient and responsive operations of the Butler Team and fulfilling the operational requirements of the department.
  • Adhere to company policies and legal guidelines.
  • Conduct regular departmental meetings, attend scheduled inter-departmental meetings and ensure relevant information is disseminated as required.
  • Contribute ideas and cooperate in the execution of strategic plan initiatives in support of the company vision, mission, values and guiding principles.
  • Participate in daily operations briefing in Hotel Operations Division to ensure the smooth operations of the hotel and is an active and participative member of the Executive Team.
  • Be directly involved in any service enhancement activity or review and in the delivery and measurement of the Monthly Guest Services Rating Index, and in the follow-through of strategic planning to improve service challenges and service failures, as well as analyzing training needs through the study of guest comments, complaints and Team Member feedback etc, ensuring that quality standards are consistently met or exceeded in accordance with the company’s service culture, core service standards and brand attributes.
  • Embrace and develop a service culture through empowerment of team members to further enhance the ability of all team members to exceed customer expectations and deliver extraordinary experiences.
  • Identify and create opportunities that maximize the profitability of Marina Bay Sands by elevating guest satisfaction leveraging on all new promotional packages, rate plans product information associated with these programmes.
  • Anticipate guest needs, respond promptly and acknowledge all guests, maintain positive guest relations and ensure guest satisfaction at all times.
  • Be personally involved with arrangements for VVVIP guests. Inspect suites when ready with amenities.
  • Provide input into research, development, evaluation and implementation of new products, services, technology, and processes in anticipation of changing guest needs.
  • Continually review and refine SOP’s to suit actual operating conditions.
  • Create a work environment that promotes teamwork, performance feedback, recognition, mutual respect and team member satisfaction.
  • Perform any other duties and responsibilities as assigned by the Vice President, Hotel Operations.

 

JOB REQUIREMENTS

Education & Certification

  • Degree and above, preferably in Hotel Management or related

Experience

  • Min. 5 years in a hotel senior management role responsible for a large operating environment and team of people.
  • Strong leadership skills and ability to operate and successfully arbitrate in a complex international and multicultural environment.
  • Excellent guest relations and problem-solving skills.
  • Fluent in English, knowledge of additional languages is an advantage.
  • Good planning and execution skills with ability to be persistent while focusing on detailed elements of tasks.
  • Proven ability to recruit, motivate and direct a professional team member.
  • Excellent time management, organizational, communication and motivational skills.
  • Have impeccable follow-through.
  • Meet the attendance guidelines of the job and adhere to departmental and company policies.
  • Organizes staffing effectively in situations of sudden increases in business volume and other contingencies.

Competencies

  • Candidate must have a good command of spoken and written English.
  • Pays attention to details and have strong customer service skills.
  • Mature, meticulous, resourceful, organized and able to work independently.
  • A team player and takes initiative to assist other Team Members when required.
  • Have impeccable follow-through; and “Can Do” attitude and mindset.
  • Well-groomed and professional disposition.
  • Proficient in the use of Microsoft Office applications such as Microsoft Word, Excel and PowerPoint.
  • Experience in preparing presentation material

 

You agree that it is a condition of employment that you adhere to and abide by all rules, regulations, policies and procedures including without limitation the rules of conduct of the Company.

It is the Company’s preference to hire individuals who are fully vaccinated. If you are not fully vaccinated but have:

  • Begun the vaccination process and are awaiting the 2nd/3rd vaccination appointment, or are within the 14 day period prior to being classified as fully vaccinated; or
  • Are certified to be medically ineligible for vaccination against COVID-19 by a medical professional;

Please present proof of the above. Your understanding and support is much appreciated.

Advertised: Singapore Standard Time
Applications close:

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