POSITION SUMMARY

The VIP Butler is a dual-role position designed to provide unparalleled service to our high-value guests, ensuring their experience is both luxurious and memorable. This role combines the responsibilities of monitoring guest gaming activities, managing complimentary services and engagement. The VIP Butler will be the 24/7 point of contact for the selected guests and responsible for providing personalized attention to VIP customers, attending their needs and wants via various channels of communication, and arrange and dispatch the tasks in timely and effective manner. This role allows for a holistic approach to guest services both gaming and non-gaming, ensuring that every need is anticipated and met with precision, ensuring the guests experiences are memorable leading to retention of customers. 

This position requires strong and interpersonal skills, attention to detail, and the ability to always maintain confidentiality and discretion.

The VIP Butlers plays an integral role in the retention of customers through unparallel individualized service.

PRIMARY RESPONSIBILITIES

• Greet the guests at the Porte Cochere, Airport or defined location, extending a warm and personalized welcome and escort the guests directly to the room upon arrival.
• Responsible for assigned VIP customers and their guests, assisting them with hotel check-ins, suites / rooms are prepared and ready as per guest preference prior to arrival.
• Ensures that all room reservations are correct and ready, updates the daily arrivals and departure of VIP customers and its guests.
• Providing personalized service throughout their visit.
• Anticipating guest preference and needs throughout guest stay.
• Ensure all data and preferences of the guest is retrieved prior to arrival, when required contact guest’s assistant or others to collect further information.
• Answering high volume of calls and maintaining a response rate swiftly in accordance with agreed standards.
• Act as point of contact for the selected guest and provide 24/7 personalised service by attending all the wants and needs of the guest at the highest level befitting the set five-star standards.
• Ensure the provision of professional and timely customer services to selected guests, ensuring all guest’s requests are handled in effective and efficient manner, anticipate, and assist guest in daily activities in various aspects which may include gaming transactions, dining experience, in-room request / activity, itinerary planning or any other reasonable request as appropriate.
• Maintain current knowledge of policies and procedures pertaining to all areas of operation including hotel, as well as keeping abreast of up-coming events, ensuring accurate information is provided to our customers.
• Monitors and identifies the VIP customers and their guests’ requests whether during gaming or other.

• Monitors customer requirements and communicating customer movements to Supervisors and Managers.
• Ensures that all designated areas, including service areas and customers’ accommodations, are maintained in a clean, clutter-free, and welcoming condition for VIP customers. Additionally, verifies that VIP customers’ rooms are properly prepared prior to their arrival. Assists the VIP areas bar staff to provide responsible service of alcohol.
• Coordinates with other departments, including Gaming, F&B, Front Office etc., to ensure VIP customers receive priority service and special amenities.
• Encourages customers to utilize their membership cards to ensure accurate ratings and assists gaming staff with player identification and programme information.
• Prepares and processes all documents and information for settling out selected customers' room charges prior to their departure.
• Assists potential VIP customers in registration as VIP members.
• Takes responsibility for their work area and "ownership" of VIP customer basic problems until they are resolved or referred to the Supervisor for guidance if deem necessary.
• Ensures that only selected members are allowed to access the VIP areas.
• Handles customer inquiries, concerns, and complaints in a professional and efficient manner, escalating them to the Supervisor when required to ensure prompt resolution.
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
• From time to time, management may change certain tasks based on synergies due to business requirements and operational changes.
• Any other duties that may surface due to the dynamic nature. 

KEY PERFORMANCE INDICATORS

• Direct customer feedback
• Response time for VIP customers’ requests and inquires.
• Issue resolution time
• Service quality
• Thorough knowledge of facilities, processes, interdepartmental workings, policies, and complex.
• Excellent knowledge of products, services, and organizational structure of the company
• Maintains confidentiality and handles sensitive issues with discretion.
• Maintains the highest standard of professionalism, ethics, and attitude towards customers and colleagues.
• Excellent organizational and time management skills
• Ability to multitask, work under pressure and prioritize in a fast-paced environment.
• Innate positive attitude and desire to ensure best in class service.

QUALIFICATIONS

Experience

• Customer Service, Guest relations/Hospitality experience or in the Casino Industry is highly preferred, but not mandatory. Most important is the person’s demonstrated experience and ability to provide outstanding customer service
• Knowledge of F&B, Front Desk, Concierge and Housekeeping operations, and all aspects of hotel operations.

Education

High school, but more important is the person’s attitude, and demonstrated ability to provide unparallel customer service. 

Skills / Competencies

• Computer literate (Microsoft Office, Excel)
• Excellent command of English language (speaking, reading, writing)
• Other foreign language skills, preference in Hebrew, French, Russian, will be an advantage

PERSONAL COMPETENCIES

• Achieves agreed objectives and accepts accountability for results.
• Excellent grooming, hygiene, and presentation
• Displays exceptional commitment to improving customer service.
• Good knowledge of complex and operating environment and facilities
• Excellent knowledge of products, services, and organizational structure of the company
• Displays a high commitment to delivering results.
• Excellent organizational and time management skills
• Communicates effectively.
• Ability to multitask, work under pressure and prioritize in a fast-paced environment.
• Willing to work a 24/7 rotation schedule including night shifts, weekends and national holidays and overtime when required.
• Open to travel based on operational demand.
• Displays the highest level of integrity.
• Ability to maintain discretion.
• Effective execution skills