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Team Leader - Villas Butler - Jumeirah Zabeel Saray

UAE - Dubai, United Arab Emirates

Full job details

Jumeirah Zabeel Saray.
UAE - Dubai, United Arab Emirates
Job Type
Front Office
Job Level
About Jumeirah Group and Jumeirah Zabeel Saray

At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments. We value diversity and equal opportunity, employing over 14,000 colleagues from over 100 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, Africa the Middle East.

Jumeirah Group, the global luxury hotel company and a member of Dubai Holding, operates a world-class portfolio of hotels and resorts. Jumeirah Zabeel Saray is a luxurious beachside resort located on the West Crescent of the iconic Palm Jumeirah in Dubai. The interior of the resort is inspired by the ancient palaces of Turkey and features hand-painted finishings, Turkish artworks and stunning murals that conjure up images of the Golden Age of the Ottoman Empire. The resort boasts 405 rooms and suites, 38 Royal Residences, Talise Ottoman Spa, one of the largest and most luxurious spas in the Middle East and a collection of six diverse restaurants which offer a vibrant selection of culinary experiences.

About the Role

An exciting position has arisen for a Team Leader, in Villas Butler department, to join us in Jumeirah Zabeel Saray. The main purpose of this role is to

provide all Residences guests with a friendly, efficient and informative service Concierge and Front Office Service at all times and assisting guests with any Front Office related queries by ensuring that customer’s expectations are consistently exceeded.

  • To supervise the daily operation of the Butler Services operation ensuring that relevant policies and  procedures are being followed and that the highest possible service is being delivered in a friendly and professional manner aiming to exceed guest’s expectations.
  • Establishes and develops personal guest contact, promotes feedback and is constantly proactive in anticipating guest needs and requirements
  • Give a warm welcome to guests on arrival to Jumeirah Zabeel Saray Residences, register them as well as issuing room keys in the appropriate welcome booklet.
  • Take payment from guests on departure and close their bills correctly.
  • Be efficient in assisting guests throughout their stay with any requirements.
  • Ensures that the Residences are manned, operationally prepared and stocked at all times.
  • To use discretion and tact when dealing with the guest enquiries, problems and complaints in an efficient and professional manner without detriment to the hotel and/ or its reputation.
  • Set an example for all Butlers with regards to punctuality, grooming, courtesy, attitude, team work, guest relations and following of policies & procedures.
  • Assist Butlers in their daily work and to deal with any problems or guest complaints in a professional and efficient manner.
  • Function as a liaison between Butlers and the (Assistant) Guest Services Manager, offering feedback and communicating both ways
  • Monitor performance of Butlers and provide feedback & coaching to ensure they are maintaining defined standards. Maintains the privacy of all guests by ensuring that no details of the guest are disclosed to anybody.
  • Update all information given by guests on the Registration Card on check-in into the Opera system making sure that all required information has been provided.


  • Front Office:

    • Update all information given by guests on the Registration Card on check-in into the Opera system making sure that all required information has been provided.

    • File all Registration Cards and dockets for in-house guests in appropriate buckets and perform regular bucket-checks.

    • Neatly file registration cards of departed guests by date and in alphabetical order.

    • Scan the passport of every guest on arrival and save the data correctly for the CID Report.

    • Carry out a Routing Instruction Report regularly and ensure that all required back-up is attached the Registration Cards neatly.

    • Respond to internal/external e-mails

    • Ensure the logbook is constantly kept up to date with new information

    • Ensure clear Standard Operating Procedures are developed, communicated, updated and implemented to ensure compliance with QMS procedures.

    • Maintain up-to-date hard copy of SOP manual.

    • Maintain records as per SOP requirements and as detailed on the Record Register on the Department Performance Plan.

    • Ensure along with GSM that appraisals are conducted effectively and recorded according to Jumeirah Policy.



    • He/She must be completely familiar with the operational environment and must follow the detailed instructions given to him/her by the manager at all times when working.

    • Maintaining and handling of cash float.

    • Prepare registration cards for the next day’s arrivals.

    • Conduct check-in and check-outs with accordance to procedure.

    • Escort the guest directly to the Residences for check-in.

    • Ensure the luggage is sent up promptly to the room.

    • Check departures for the day and the following day, update departure times.

    • To promptly and accurately file the updated registration cards of arrived guests, once checked by the Reception.

    • Comply with Guest Services Standard Operating Procedures.

    • Provides necessary information relating to In-house/Arrival Guests regarding VIP Amenities, Kids’ Amenities, International Newspaper requests, etc

    • Continually checks all public areas.

    • Inspects Residences prior to guest arrival and sets up standards as per guest preferences.

    • Refreshes the Residences & assisting with turndowns.

    • Ensures that all Residences are maintained & serviced as required.

    • Co-ordinates Laundry & Pressing - Collection & Delivery by liaising with HSK.

    • Prepares a comprehensive Itinerary for in-house Residences guests for the duration of their stay as per the specifications and preferences of the respective guests.

    • Refreshes the residence when aware that the in-house guest has left his room.

    • Provides a full shoeshine service as and when requested.

    • Unpacks/ Packs Guest Luggage as requested.

    • Delivers & places the Afternoon and Evening Amenities and gifts according to the set standard.

    • Delivers Newspapers & Magazines to all rooms/suites.

    • Stocks up the mini-bars and other Food & Beverage related items.

    • Handle day- to-day operation of the Butler Services to ensure high standard of service and guest care at all times as directed by Assistant Manger.

    • Assist the (Assistant) Manager in supervising the operation.

    • Ensure smooth and efficient Front Office as well as F&B service.

    • Ensure check-lists are carried out as required.

    • Carry out continual checks of guest satisfaction.

    • Check daily requisition and expiry dates of items.

    • Ensure proper colleagues grooming and attendance is adhered to.

    • Ensure all operating stock is well maintained.

    • Assure the upkeep and cleanliness of the related areas and the pantry at all times.

    • Greet Residences arrivals who complete their registration procedures and to attend all their needs throughout their stay at the hotel.

    • Allocate residences numbers for all arrivals.

    • Ensure smooth check-in of all arriving guests.

    • Ensure that all arriving guests are escorted to their respective residence.

    • Handle any guests’ complaints according to Jumeirah & JZS complaint handling standards.

    • Assist with any group arrivals and departures

    • Ensure performance of colleagues is managed as per company guidelines.

    • Promote teamwork and co-operation on a continuous basis

    • Ensure that the Assistant Manager is informed about all the activities in the butler operation.

    • Maintain open line of communication and co-ordination with related departments to ensure guests’ requests and complaints are handled effectively and efficiently.

    • Identify and anticipate guests’ needs and requirements and to be a continual source of information, help and assistance.

    • Adhere to Resort’s health and safety policies, in particular the Jumeirah Food Hygiene standards.

    • Attend and conduct briefings and meetings.

    • Conduct on-jobs trainings for all colleagues in the department



    • Ensure that the Resort’s credit policy is being followed at all times and that the Credit Check Report is carried out.

    • Be aware of the departmental budget and assist in maximizing room revenue and controlling departmental expenses.

    • Supervise the auditing process making sure that all details are balanced.

    • Ensure that all Guest Services Executives have sufficient cash and change in their float.

    • Handle late charge letters in a responsible manner ensuring that the guest’s signature is on the applicable bill and that a receipt and letter is forwarded to the guest.

    • Maximize sales and profit by providing excellent value and service and utilizing suggestive and up-selling techniques.

    • Ensure that care is taken in the handling of all operating equipment so as to minimize breakage/damage. 

    • Ensure all bills are checked for accuracy prior to presentation.

    • Adhere to all JI cashiering and cash handling procedures at all times.

    • Demonstrate knowledge of individual contribution to department objectives.

    • Suggest to manager or departmental trainer any training needed to enhance performance.

    • Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests.

    • Take advance payment guarantee on check-in for all guests according to the Resort’s Credit Policy.

    • Carry out a Credit Check Report on each shift ensuring that all in-house rooms have sufficient credit.

    • Carry out cashiering duties like foreign currency exchange, paid-outs etc.

    • Close their individual cashier audit at the end of each shift ensuring that all details balance.

    • Maintain their cash float, take full responsibility for it ensuring that it is balanced at all times.

    • Minimize rebates and ensure that they all have sufficient justification, back-up and signatures.


    Other Duties               

    • Identify training needs, carry out training and document it appropriately.

    • Be aware of the Hotel’s fire and emergency procedure.

    • Comply with the Hotel’s health, safety and hygiene policy and maintain grooming standards.

    • Act as a sales person of all Jumeirah International properties and products.

    • Perform any related duties and special projects as requested by the Manager.

    • Adhere to Jumeirah International’s Guiding Principles and Hallmarks

    • Carry out appraisals and Bi-Monthly Feedback Sessions for Guest Service Executives as along with Asst. GSM / GSM.

    • Proactively provide feedback & suggestions to the Front Office Manager to improve processes and guest satisfaction.

    • To coordinate the introduction and training of new employees

    • To assist the Reception staff in their duties as required

    • To introduce guests to the hotel’s Sirius Programme

    • To ensure that all reception staff are well aware / trained about their Manual and procedures

    Supervise the cross training of staff from other departments


About You

In order to be considered for this role, you will have the genuine interest in assisting others, and enjoy working with people. Apart from these you should also have:

  • at least 2 years supervisory experience in a five star hotel .
  • Good interpersonal and communication skills
  • Sound  Computer Knowledge, i.e. well versed with windows, internet explorer and word, either POS or PMS system.
  • Good interpersonal and communication skills 
  • Additional Language would be of advantage: Arabic, Russian or European language
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