Job Details
Job Description
YOUR MISSION (The Job Description)
The Butler will play an important role in coordinating Mohegan Casino Las Vegas and VIP guests' needs during their stay. Handles or directs all requests in an efficient and courteous manner. Work requires superior communication and judgmental skills, as the position is called upon to interact frequently with high-limit customers. The Butler will be responsible for providing guests with information and assistance regarding the Virgin Hotels Las Vegas and area attractions, entertainment, and facts. The incumbent in this position is responsible for serving food and beverages in accordance with company standards.
Requirements
THE NITTY-GRITTY (The Essential Job Duties)
This role will work closely with Room Service Manager to:
- Host highlimit guests' and accommodates their needs within program guidelines to ensure guest satisfaction and encourage return visits
- Coordinate guest rooms, meals, and show reservations, and assists guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort
- Handle special requests for Virgin Hotels Las Vegas' guests. See below for standards
- Interface with Casino Services, the Front Office, Food and Beverage, Sales and Marketing, and Security in handling preferred guests and special events
- Follow through on all changes pertaining to guest reservations and ticket requests
- Provide superior service to all customers on each and every shift and has the resiliency to deal with difficult customers
- Recognize guests immediately with a friendly greeting and informs them of audio and visual capabilities of Suite, Spa, Bowling Alley functions and Butler information
- Assist guests with food and beverages, demonstrating salesmanship with complete menu and product knowledge on all restaurants
- Notify Executive Chef of any food products that are not properly prepared
- Ensure guest satisfaction through food quality checks and responsiveness to guest complaints.
- Delivers and sets up amenities in guest suite
- Prepares suite for guest arrival (lights, drapes, music)
- Greets and escorts guests to their suites explaining all services provided by the butler staff
- Take order and serve meals/alcoholic beverages maintaining complete knowledge of menus and beverage lists
- Unpacks/Packs luggage, as requested by guest
- Performs all valet services (ironing and steaming of clothing) and shines shoes, as requested by the guest.
- Knows the difference between Single Flat, Windsor, Double Windsor, and Bow Ties. Also, the knowledge to demonstrate how to tie each one of these knots
- Arranges reservations and appointments as needed
- Escorts guests to and from specific locations within the property
- Purchases specialty items for guests
- Maintain a well-groomed neat and clean appearance, carrying out duties with attention to sanitation safety
- Anticipate, identifies and provides for guest needs
- Perform side work duties on a daily basis and other duties as assigned
- Recommend changes that could improve Butler operations
WHAT IT TAKES (The Qualities We Look For)- Great team player with the ability to create excellent working relationships across the group. A collaborative approach with all departments
- Ability to break down barriers and resolving potential conflicts swiftly and effortlessly
- Strong communication and presentation skills to all levels of management
- Creativity and innovation are essential!
- Ability to think outside the box and approach all issues with a completely fresh approach
- Ability to anticipate needs and over-deliver wherever possible
- Candidates must think on their feet and use their initiative to solve problems and deliver solutions
- Excellent customer relations, communication, presentation, and organization skills of utmost importance
- Able to change direction and work on multiple project aspects at once
- Enthusiastic, passionate, able to influence and inspire others
- Leadership ability and behavior consistent with Virgin Hotels Las Vegas' Core Values: Fun, Innovative, Original, and Personable, and striving to deliver high quality and brilliant customer service
MUST HAVE'S- Work in all levels of sound, crowds, and smoke, the severity of which depends upon customer volume.
- Transport trays and/or plates throughout the banquet area which may weigh up to 50 pounds, as well as serve food items and beverages
- Review and comprehend all necessary documentation
- Takedown orders, recite specials, and point-specific items out on the menu to customers
- Stand throughout an eight-hour shift
- Communicate effectively with customers as well as all levels of employees
- Use all equipment associated with the position, including but not limited to computer keyboard and telephones
- Effectively and efficiently move throughout the room service and the kitchen area
- Communicate effectively with customers and co-workers alike
- General computer knowledge for the following programs; Microsoft Excel and Word
- Must be able to speak English
- All candidates must pass a qualification butler exam
WOULD BE NICE TO HAVE'S- Effective written and verbal communication skills essential as the majority of work time is spent interacting with hotel guests and directing staff
- Strong familiarity with Room Service functions is essential
- These helpful skills and abilities are typically acquired through a minimum of three years of progressive banquet and/or fine dining experience
- Candidates with mixology and fine wine knowledge will also be preferred
VALUABLE TRAITS- Proactive
- 50% logical / 50% creative
- Enjoy working with a team and alone as the situation dictates.
- Adaptive, Flexible!
- Embody "good attitude."
- Enjoy process improvement
- Evoke inspiration in those around you and encourage them to create their best work.
- Results-oriented
- Unwavering integrity and endless work ethic.
- Appreciate constructive feedback, as well as graciously providing the same
- Tenacious and self-motivated
*Virgin Hotels Las Vegas celebrates diversity and is proud to be an Equal Opportunity Employer*