Job Title: Butler
FLSA Classification: Nonexempt (Hourly)
Salary Range: $21.00 per hour
Reports to: Director of Rooms
Job Description
Job Overview:
Help our guests relax, recharge, and feel their best at Saybrook Point Resort & Marina. Our waterfront resort in Old Saybrook, Connecticut, is seeking a Butler. The Butler works as a member of the butler department to aid in guest service accommodations.
Duties include the delivery of exceptional, discreet service that impresses guests with meticulous attention to detail. The Butler Department personnel undergo continuous training and quality control to maintain their high standards. While not performing Butler duties, the ideal candidate will aid the front desk in Bell person duties.
Benefits
Employees may participate in the 401(k)-retirement savings plan, Employee Assistance Program, employee discounts, holiday premium pay for hours worked on designated holidays, and Employee Relief Fund and Hardship Loan programs, subject to applicable eligibility requirements and program terms. Paid sick leave is provided in accordance with applicable law.
Eligible full-time employees may also receive medical, dental, and vision coverage, vacation and other paid time off, paid holidays, and tuition reimbursement. Benefit availability depends on employment status, eligibility requirements, and governing plan or policy terms.
Essential functions
Essential functions may be performed with or without reasonable accommodation.
- Welcome guests, respond professionally to questions and concerns, and provide attentive service when applicable
- An electronic record of guest information that includes information gleaned through unobtrusive observation during their stays, from pre-arrival interviews, and from follow-up communications.
- Pre-arrival interviews are conducted with pleasantries and efficiency, or sent via email, to determine guest needs. All desired reservations are made and confirmed either by phone/text or e-mail.
- Responsible for transportation arrangements.
- Rooms undergo pre-arrival inspections to ensure they are clean, stocked, and fully operational before guests arrive
- Arrival amenities are tailored to guest preferences or celebration of occasions and varied between visits.
- Guests are welcomed at the door with their preferred beverage, compliments of the hotel/resort. If the preference is unknown, a refreshing local specialty is elegantly presented on a tray.
- Upon arrival, guests are provided with a list of butler services, which is either pointed out or explained to them, along with an invitation to make use of these services
- Following up on guest activities to ensure service was/is being delivered well.
- Providing a wake-up service, room service menu, beverage, newspaper, drawing of bath, laying out of clothes; informing guests of the weather for the day
- Setting up the table for room service orders and inquiring if there is anything else the guest needs
- Providing professional shoe cleaning, clothes steaming, or ironing services upon request, and ensuring items are properly put away
- Removing plastic wraps, clips, safety pins, labels, and other laundry/dry cleaning packaging before returning clothes to the closet, and transferring dry cleaning from wire hangers to the wooden or cloth ones provided for guests
- Turndown by the butlers is made while guests are out of the room to ensure everything is ready, neat, and clean for guests’ return. A basic amenity is provided;
- Providing a guest itinerary at start of stay, and an updated daily one each evening at turndown if there are any changes,
- Late afternoon/early evening butler-led cocktail-making class and cocktail hour featuring a signature cocktail
- Offering a basic travel care package the day before departure and placing it in the guest room during turndown the night before the guest departs;
- Speed dial buttons on the telephone go to the Butler Coordinator (BC) and emergency
- BC answers calls by the third ring, greeting guests by name and with courtesy
- BC logs all requests and relays them immediately
- BC follows up to ensure guest requests are filled
- The White Board is kept up to date to manage guests’ activities and requests
- Butlers are very professional in their behavior, observing the emotional tone/body language of the guests and responding appropriately
- All butler personnel maintain discretion, quietly observing and attending to guests’ needs
- Guest follow-up by the butler, inviting them to return based on some event that aligns with their preferences
- Extra special touches are made to wow guests, based on personal preferences
- All guest requests are addressed within minutes. If the request is complex, it is acknowledged promptly and then worked on.
- BCs follow up on and escalate guest requests if not attended to within half an hour
- Butlers are equipped to handle secretarial, technological, and business center service requests
- The Butler Department and its personnel are well-regarded by fellow employees, management, and guests, fostering mutual support and cooperation.
- Perform all other duties as assigned by management.
- Fully aware of and comply with Inn’s policies and procedures as identified in the procedure manual and handbook.
- Adhere to all Health and Safety policies and procedures
Schedule and Work Environment
- This role requires availability for days, evenings, weekends, and holidays based on scheduling needs. Extended hours may be required. Specific availability and scheduling expectations will be discussed during the hiring process.
- Working conditions are based in a hospitality setting
- Associates may be exposed to weather conditions prevalent at the time.
- Noise level in work environment is usually moderate to occasionally loud.
- Exposed to moving mechanical parts
- Exposed to high, precarious places; fumes or airborne particles.
- Exposure to toxic or caustic chemicals
Equal Employment Opportunity and Accommodations
Saybrook Point Resort & Marina is an equal opportunity employer. Employment decisions are made without unlawful discrimination based on race, color, religious creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, marital status, genetic information, veteran or military status, or any other status protected by applicable law.
The Resort provides reasonable accommodations as required by applicable law. Applicants or employees who need an accommodation for the application process or job duties may contact Human Resources.
Employment Information
New employees must complete the required verification of identity and authorization to work in the United States.
This description summarizes the position and does not list every duty. Responsibilities may change to meet business needs, subject to applicable law and licensing requirements. This description does not create an employment contract, alter the at-will employment relationship, or guarantee a particular schedule, number of appointments, or level of earnings beyond applicable legal requirements.
Qualifications
Required Qualifications:
- High School diploma or GED required.
- Make customers feel important, valued, and appreciated in a manner that will be acknowledged by the customers.
- Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.
- Maintains high standards for work area and appearance and presents self in a highly professional manner to staff and guests.
- Available to work weekdays, evenings, weekends, holidays, and extended hours as business dictates.
Preferred Qualifications:
- Professional Butler certification preferred.
- 1 year of butler experience preferred.
- Maintains high standards for work area and appearance and presents self in a highly professional manner to staff and guests.
- Available days, evenings, weekends, holidays, and extended hours as business dictates.
Physical Requirements
- While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to push, pull, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The associate must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus.
- Language Skills: Working knowledge of the English language is mandatory as well as the ability to speak, read and write clearly.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Additional eligibility requirements
- Knowledge of butler practices and procedures.
- Working knowledge of Food and Beverage Service: The head butler must have extensive knowledge of food and beverage service to oversee the dining arrangements.
- Perform job functions with attention to detail, speed, and accuracy.
- Must be able to interact with guests effectively and in a courteous, professional manner.
- Excellent written and oral communication skills focused on hospitality etiquette.