The Butler owns the guests’ in-suite experience, offering a seamless execution of premium service that is both exceptional and memorable. As part of the Guest Relations team, the Butler is the liaison between the guest and all Hotel and Marine Departments, proactively anticipating every guest’s needs and expectations. The Butler must possess outstanding hospitality, communication and organizational skills in addition to effective decision-making abilities. Paying keen attention to detail, the Butler is held fully accountable for the quality of their guests’ personalized experience. This individual will take full ownership and accountability for the maintenance as well as the look and feel of each assigned suite and will also ensure the flawless delivery of all amenities to the highest level of expectation.
Note:
Employees may be required to perform any other job-related duties assigned by their supervisor or management. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.
Fostering The World, At Your Service Culture
“The World, At Your Service” (WAYS) is a brand-wide initiative committed to delivering World Class Service to our Guests and internal Customers (including Employees, Vendors and Consultants). Our service vision and goal is to provide a Personalized, Knowledgeable and Genuine experience, to every Customer, every time. Delivering World Class Customer Service will help differentiate Celebrity Cruises through providing World Class Experiences to every guest, every time.
The Butler aims to exceed hospitality industry standards, while ensuring complete guest and team satisfaction. The position will focus on ensuring operational goals are met as stipulated by onboard management and consistent training, leadership, development and recognition are implemented into your daily interactions with guest and crew to ensure the WAYS culture is manifested.
The Butler will embody an outgoing personality and a genuine passion for service recovery. The Butler will ensure that they and their colleagues deliver the brand promise of a personalized service and memorable experiences. The Butler will be a strong advocate of The World, At Your Service Culture.
ESSENTIAL DUTIES AND RESPONSIBILITIES
All duties and responsibilities are to be performed in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, environmental, and safety policies in any area of the ship requiredEnsuring the Retreat guests are comfortable and knowledgeable regarding their suite, amenities, ship offerings, ports of call, their concierges and Retreat privilegesRetreat guest’s personal point of contact and advocate for seamless inter-departmental communication and deliveryTaste-testing and screening of all services and food items to ensure the most impeccable standards prior to guest use and/or consumptionChampioning excellence and driving further increasing standards on behalf of the Retreat program and guestCollaborating with all other Retreat areas to share information and guest’s personal preferences to enhance overall Retreat experience in all venues
QUALIFICATIONS
Hiring External Candidate Requirements
Minimum of two (2) years guest facing service experience in a luxury environment.
Combination of education equivalent to high school diploma or any other source of education, training or experience that provides the required knowledge, skills and abilities.
Confident, well-groomed appearance with a warm and welcoming demeanor.
Strong emotional intelligence required with resourceful thinking and a working knowledge of conflict resolution, food and beverages and the ability to confidently speak on and properly serve such items.
Ability to fulfill the above mentioned Key Responsibilities and all reasonable company requests.
Additional Internal Candidate Requirements
Completion of one contract in a guest contact / front-of-house capacity or have significant experience in a luxury guest facing role with a performance rating above “Effective”, passing of the Talent Plus Assessment
(Exceptional cases can be reviewed on a “case by case basis”)
Language Requirements
Ability to speak English clearly, distinctly and cordially with guests.
Ability to read and write English in order to understand and interpret written procedures.This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
Ability to speak additional languages such as Spanish, French or German preferred.
Physical Requirements
While performing the duties of this job, the shipboard employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee must continually lift and/or move up to 50 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus
All shipboard employees must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats.
Work Hours: to be on-call to the suite guests needs whilst complying with MLC requirements under the leadership of Retreat Manager.