Department: F & B

Sub-Department: Housekeeping

Reports To: Chief Housekeeper

Direct Reports: Butler Team

Position Summary

The primary responsibility of the Head Butler is to ensure the efficient running of the butler operations by leading and motivation the butler team.

Essential Duties and Responsibilities

Operational

• Coach and train all butlers
• Plan, assign and direct duties of Butlers
• Handle guest issues in a professional manner.
• Ensure personalized and prompt service to the guests.
• Maintain the company standards in assigned areas.
• Possess thorough knowledge of job in order to effectively lead the team of Butlers.
• Exhibit the company service culture by being polite, courteous, accommodating, and positive at all times.
• Possess ability to deal with difficult situations.
• Maintain a team spirit within the Butlers team.
• Possess full knowledge of the Oceania product and services offered to guests.
• Follow up with the butlers on guest special requests.
• Coordinate and schedule the daily individual task of each butler.
• Ensure that all guests are provided outstanding and memorable service.
• Communicate the necessary information to the Butlers team.
• Ensure prompt actions are taken regarding issues affecting guest service.
• Responsible for the maintenance of the suites, including the immediate surrounding areas.
• Ensure that all aspects of the in-suite service meet the company standards.
• Report any shortcomings regarding cleanliness and service provided by the Stewardess .to the Chief Housekeeper.
• Meet and provide introduction to all the top category suites, VIP guests, and any other guests occupying Butler suites.
• Monitor the Butlers working hours and make schedule adjustments when necessary to avoid overtime issues.
• Anticipate the needs of the guests.
• Plan in advance to make sure the mise en place is enough to cover the operational needs.
• Inform the Food & Beverage Director and Chief Housekeeper and the respective department heads of any issues in the operation.
• Responsible for the cleanliness and proper handling of assigned work station, equipment and materials.
• Conduct daily spot checks of guest suites.
• Take necessary action and liaise with Chief Housekeeper when necessary.
• Ensure that the Butler work stations and pantries are up to USPH standard at all times.
• Analyze and develop potential candidates within the team.
• Ensure that adequate stocks/supplies are provided within station to enable smooth, prompt and professional service at all times.
• Ensure proper use of the company equipment by controlling breakage.
• Maintain the par level in place.
• Ensure that all service personnel adhere to company rules and regulations regarding uniforms, personal appearance and hygiene through the individual check-in process.
• Ensure that all guest requests, inquiries and complaints are handled promptly.
• Conduct employee meetings and counseling sessions.
• Maintain discipline and ensure that the staff is aware of and understands the ship rules and regulations.
• Possess full knowledge of current U.S.P.H rules and regulations and maintain U.S.P.H standards at all times
• Ensure that the assigned location is up to U.S.P.H. standards.
• Maintain and encourage a positive relationship with other departments .
• Possess familiarity with the MLC regulations and ensure compliance of the procedures.
• Possess full awareness of the standard procedures and policy regarding a guest in isolation and guide team accordingly.

Training & Development

• Attend all meetings, training activities or classes related to assigned position as required.
• Responsible for training and maintaining service standards in accordance with the Butler Route of Servi ce, including basic housekeeping trainings.
• Conduct regular training sessions with all butlers to review service standards, and emphasizing techni ques that meet job specifications .
• Ensure that all butlers possess good menu and wine knowledge.
• Coordinate with the Executive Cellar Master/Head Sommelier and Restaurant Manager if any assistance i s necessary.
• Conduct training sessions with staff covering all aspects of service outlined in the Butler operation manual .
• Train and supervise staff to minimize breakage, loss and damage of the equipment.
• Conduct U.S.P.H. training of the restaurant staff.

Financial

• Review financial transactions and encourage team to create opportunity to increase onboard revenue.
• Possess familiarity of breakage prevention policies and techniques, and ensure that the butler is in compliance.
• Maintain the equipment inventory on hand, and store according to company standards.
• Submit orders in timely manner.
• Possess knowledge of the revenue aspects of the operation.
• Ensure cost-effective operation of department.
• Minimize operating expenses without affecting product standards delivered to the guests.
• Conduct inventory checks when required.

Safety Responsibilities

• Be in possession of valid STCW certificate.
• Possess familiarity with the vessel layout in terms of safety and security.
• Have a full understanding of ship rules and regulations (SMS).
• Participate in all required safety drills/training.
• Ensure that all safety procedures are followed.
• Cooperate with the Staff Captain in adhering to the Ship’s Safety Program.
• Follow the Ship Rules & Regulations.
• Maintain a safe and sanitary environment for all guests and crew members.
• Follow proper procedures and instructions at all times to prevent damage of any kind to ship or company property.
• Participate in safety drills as required.

Resources

• Possess knowledge of the Human Resources Manual and Shipboard Training.
• Maintain a high level of crew morale within the administration dept. ensuring that all crew are treated i n a fair and unbiased manner and the team works with a positive atmosphere.

Other Duties and Responsibilities

• Prepare clear and well-organized End of Cruise Voyage Reports according to Restaurant Manager guidelines.
• Maintain an active and flowing communication with the different departments .
• Attend any stand-by for USPH purposes.
• Ensure confidentiality when handling sensitive information.
• Achieve the primary objectives of the position and comply with the above-mentioned accountabilities in a timely and efficient manner in accordance with SSSL policies.
• Project a favorable image of the company, promote its aims and objectives, and foster and enhance public recognition and acceptance of all its areas and endeavors.
• Comply with the safety and pollution prevention regulations and operating procedures at all times, participating in all relevant meetings and training sessions.
• Participate in all mandatory training without excuse.
• Perform all other duties as requested by shipboard management or shore side.

Qualifications

Knowledge, experience, skill, and/or ability

Required

• Positive attitude.
• Strong leadership and organization skills.
• Team player.
• Outgoing personality, open minded and flexible.
• Well-groomed and a neat appearance.
• Ability to deal professionally with guest complaints.
• Fluent in written and spoken English.
• Communicate effectively with the senior management.
• Possess ability to lead and make decisions.
• Good administrative skills.
• Experienced in coaching subordinates.
• Must be cost and quality conscious.
• Adhere to specific scheduled work hours, yet be flexible if circumstances require it.
• Work with international team members.
• Perform assigned duties under pressure (time constraints).

Preferred

• Standard European restaurant background.
• Fluency in additional language(s)
• Cruise Ship Experience.

Required computer skills

• Knowledge of Microsoft programs to include but not limited to, Outlook, Word, Excel, and Power Point
• Possess sufficient computer knowledge to use the company software.
• Familiarity with company proprietary and internal computer system, such as: SSSL, Silverware, Apollo Solution and TAR.

Education/experience/certifications

• High School education or international equivalent.
• Diploma in Hospitality Management.
• Five to eight years related experience.
• USPH or HACCP certification.
• Equivalent combination of education and experience.

Other Skills:

• Knowledge of general office practices, procedures and equipment.
• Ability to prioritize tasks and work independently.
• Strong organizational, interpersonal and communication skills .
• Ability to interact with senior-level management and owner representatives.

Math Ability:

• Able to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions, and decimals.

Reasoning Ability:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Work Environment & Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job the employee is regularly required to: Stand; Use hands to finger, handle, or feel; Reach with hands and arms; Talk or hear and smell
• The employee must be able to lift or move up to 55 pounds (25 kilograms) without assistance.

Vision Requirements:

• Ability to adjust focus, depth perception, peripheral vision, distance vision and close vision and to be able to otherwise perform the essential functions of the job in a manner that does not present danger to the employee or others with or without a reasonable accommodation.