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Job Role

The Mudeef – Butler is well versed and uses refined language and behaviour according to the Brand Values by providing bespoke experiences and services to fulfil all guest needs during pre-arrival, check-in, throughout the stay, and upon departure, in partnership with other departments in the hotel operation, and verifying that other departments supporting butler services are equipped to meet guest needs. The Mudeef – Butler duties include, but are not limited to, building rapport with guests, proactively anticipating guest needs, and acting upon them where possible.

Job Responsibilities

  • Liaison with GR, Concierge, FD, Room Service, Culinary, Security, and operational departments regarding the necessary logistics of the guest journey, send guest profiles with preferences and itineraries.
  • All VIP and Villas journey communication, including pre-arrival and post-departure. Communicates with external parties and liaises experiences (restaurant, tours, transportation, and more).
  • Reports directly to and communicate all relevant topics, guest’s comments and tasks (complaints, preferences, suggestions about facilities offered, needs, etc.) or special occasions (birthday, anniversary, honeymoon, etc.) to the Guest Service In-Charge.
  • Ensures to inspect rooms/suites/villas of all arrivals according to the organization’s standards, and to communicate guest’s preferences to the concerned departments.
  • Review PMS and be familiar with all incoming arrivals, VIPs, groups (by making use of resumes ), and departures.
  • Keep track of guest history and guest preferences to anticipate the guest’s needs. Ensuring Alerts are in the system when an opportunity guest needs to be met by Guest Services In charge.
  • Assess opportunities and guest complaints, taking proper, prompt, corrective action to ensure the best possible satisfaction of the guest.
  • Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of the request prior-arrival and during the stay.
  • Manage amenities processes to ensure VIP guest has amenities in the proper timing, manner, and personalization. Manage the cost of amenities and services according to be available budget.
  • Performs in-villa check-in, luggage delivery, and room orientation. By enlivening the value of “Emirati” by bringing local traditions and culture into life in everyday interaction. Using local Emirati touches and phrases when interacting with the guests.
  • Coordinate rapid response requests and able to execute if necessary (Turndown service, cleaning services, ice bucket, sofa bed, Room Service Orders, Dining Experiences, Turndown Service, Amenity Deliveries, Room Inspection, pressing services, manage garment pressing, shoeshine, courier service, newspaper, and others).
  • Track and remove food clearance, ensure HK – FO and other services are executed on time and according to the guest's preferences
  • Supports other departments as required (Concierge, Reception, Guest Services, Guest Relations, Room Service, etc.). Adjust the time of duty and schedule according to the guest’s needs and overall operation.
  • Check-in and check out guests, manage cash float and billing, manage reports in PMS related to the duties
  • Maintain complete knowledge of:
  1. Hotel features/services, hours of operations.
  2. Hotel room types, numbers/names, layout, amenities, and locations.
  3. Hotel room rates, special packages, and promotions.
  4. Scheduled daily group activities, names, and location of meeting/banquet rooms.
  5. Local events, and attractions and continuously updated about relevant events, able to recommend and arrange with professionalism and efficiency itineraries according to the guest.
  • Handle guest’s opportunities with accountability, resolves based on empowerment guidelines, and notify accordingly.
  • Monitors and ensure the satisfaction of the guests, she/he is the main contact of the guest assigned and responsible to ensure full satisfaction and that the standards of the journey are followed with consistency. Ensuring that Post–stay follow-ups are implemented and executed.
  • Offers and executes “Unpacking - Packing Service” when required.

Job Requirement

  • Experience in the hospitality industry or related field preferred (College or training).
  • Possess a good command of the English language and the ability to clearly and pleasantly communicate with guests and fellow employees both in person and by telephone.
  • Experienced in similar roles for 2 years in Luxury Segment Hotels (Butler, Guest Relations, Front Office, F&B, Housekeeping – Supervisory Level)
  • Well-versed in property management systems and Microsoft applications (ability to access and input data on the computer.)
  • Fluency in a foreign language, preferably Arabic, Mandarin, Russian, and - or European such as French, Italian, German, or Spanish is preferred.
  • Should be the guests-oriented type of person with excellent interpersonal skills.
  • Works under pressure and manage guest complaint manages efficiency and has abilities to keep a teamwork environment.

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