Butler Manager for Silversea Cruises

V.Ships Leisure is looking for Butler Manager on behalf of Silversea Cruises.
Overall responsibility of delivering high quality, efficient, individualized and technically excellent butler services in guest suites in accordance with Company Policies, strictly upholding any Public Health standards and towards a goal of achieving total guest satisfaction.

Key Responsibilities

• Provides guests and crew with the highest quality butler services by assisting the Chief Housekeeper in managing and overseeing the Housekeeping operation.
• Visits and constantly walks all areas of the vessel to verify their smooth running, acting on and following up any issues found to ensure that standards are not affected.
• Proactively interacts with all guests in order to identify their expectations and needs fulfilling them promptly. Demonstrates upmost sincerity and hospitality with all guest interactions.
• Ensures that all guest orders are handled quickly and knowledgeably.
• Ensures that all guest requests, enquiries and complaints are responded to immediately and are followed up on efficiently and to the guests satisfaction.
• Regularly monitors customer satisfaction and ensures personal responsibility and accountability. Reviews all mid cruise and end of cruise comment cards and questionnaires and acts accordingly. Guest satisfaction being measured on a cruise by cruise basis by guest rating scores.
• Checks all VIP status suites on embarkation and ensures that all in-suite arrival procedures are executed.
• Carries out random checks of all other suites on embarkation & regular days.
• Builds a rapport with the in-house guests and maintains interaction in order to facilitate guest recognition and obtain information regarding their preferences.
• Updates and maintains Silver Compass.
• To be fully knowledgeable of all in-suite services, amenities, functions and systems.
• Is a continual source of information, help and assistance to all guests.
• Supervises and ensures that an equitable and effective work schedule for the butler team is in place on a cruise by cruise basis and at least one day in advance.
• Supervises and ensures that duty sign in sheets are monitored via the Time and Attendance application.
• Ensures confidentiality when handling sensitive information.
• Practices good administrative housekeeping for all employee records (i.e. training attendance sheets, test results, verbal counsels, resting hours).
• Organizes and leads training sessions for all butlers to continuously develop their knowledge, techniques, skills, guest focus and sense of service.
• Prepares cruise reports, identifying and suggesting ways to improve guest service and satisfaction and ensures the maintenance of the complaint log.
• Liaises with the HR Manager with regards to personnel issues, so they can be effectively dealt with, aiming to continuously improve the service offered (i.e. staff planning, skills, shortages, service standards and other training).
• Maintains a consistent and fair corrective action system.
• Carries out line-ups to ensure that all necessary information is properly communicated to all concerned. Ensures that the butlers receive all the information they need to perform their duties, including guest numbers, VIP information and any information pertinent to the guest services.
• Ensures that the Silversea product and service standards and procedures are in place and maintained.
• Carries out regular inspections on the conditions of equipment, checking the maintenance log on a regular basis, following up on items still pending until closed. Maintaining records of inspections as standard.
• Adheres to Public Health and Company cleaning and maintenance standards and ensures that the entire butler team is properly trained on Infection Control & Public Health standards, retaining training records as standard.
• Ensures the readiness for any announced or unannounced Public Health inspection, whether it’s completed internally or by external authorities.
• Ensures that room service areas and deck pantries are in compliance with Public Health standards at all times.
• Demonstrates a high and consistent level of organization and management.
• Ensures that the logging of all fridge, freezer and dishwasher temperatures are in accordance with Silversea Cruises procedures and legal guidelines in all Housekeeping areas.
• Ensures that the Integrated Pest Management plan is in place and followed in all Housekeeping areas as per Silversea policy and procedures.
• Responsible to ensure that the highest level of food and beverage services is provided in the suites by the butlers.
• Strictly follows the Infection Control and Outbreak Prevention Response regulations and ensures that the entire Housekeeping team follow your instructions.
• Inducts, trains, coaches and leads crew to consistently deliver superior levels of performance.
• Ensures that new employees are properly inducted to the team and the new work environment and receives all necessary training in a timely manner.
• Communicates standards of performance to employees and trains employees effectively on them.
• Complies fully with the Company procedures for talent management including the policies for cross training, promotion and transfer.
• Strives to create and maintain a positive work environment. Successfully leading subordinates into productive working methods by setting an example and utilizing all available tools.
• Mentors the Senior Butler utilizing effective delegation and preparing him/her for taking over the Butler Managers responsibilities if necessary.
• Keeps self and team members aware of costs, budgets and monitoring procedures.
• Maintains an accurate inventory of consumable and durable items in all Housekeeping areas.
• Supervises and ensures an accurate inventory of all linens is carried out as well as stored properly.
• Supervises and ensures that regular inventory spot checks is carried out in all Housekeeping areas.
• Supervises and ensures that a full and complete inventory and consumption record is maintained for all supplies and equipment assigned to the Housekeeping department.
• Controls the cost of china, silver, glass and consumable items by training and supervising the Housekeeping team to minimize breakage, loss and damage of equipment. Takes the necessary steps in order to maintain maximum cost control.
• Maximizes revenue and minimizes operating expenses without negatively affecting the product delivered to the guests and crew.
• Prepares cost productive orders for consumable and non-consumable items according to order schedule.
• Controls and approves the butler team overtime and working hours. Making the best use of manpower by managing the hours worked by each crew member and monitoring the financial impact on the business, ensuring each employee works according to his/her contractual hours and in compliance with ILO and MLC work/rest hours. Completing all relevant documentation and finding alternative solutions in case of an anticipated increase in overtime, in order to fully comply with Silversea policy and procedures at all times. Record keeping as standard.
• Proactively responds to issues or potential problems quickly and efficiently involving relevant people as required. Communicates any challenges, complaints or service difficulties to immediate supervisor. Keeping the Hotel Director promptly and fully informed of all problems and matters of significance.
• Displays a thorough knowledge of the ships daily activities to be able to advise the guests.
• Practices preventative maintenance.
• Incorporates Company service standards, personalized service and sincere hospitality by creating positive experiences for guests, efficiently engaging with guests and anticipating guest needs.
• Leads, trains and develops subordinates ensuring effective reviews, feedback, coaching and performance management.
• Accountable for meeting Public Health requirements.
• Practices good people management, maintaining proper conduct with all departments around the ship.
• Observes and enforces uniform and grooming standards according to Company policies.
• All other duties as assigned.

Education/Experience/Qualifications:

• Valid STCW certification.
• Previous management/supervisory experience in a Housekeeping / Butler department in a 5 star establishment, hotel or cruise ship.
• Butler Service Certification or equivalent experience in a 5 star establishment.
• Excellent knowledge of cleaning standards.
• Knowledge and experience of Public Health policies and procedures.
• Physically and medically fit.
• Moral integrity is required.
• Excellent fluent English (verbal and written). English is the working and safety language on board Silversea vessels. This also includes the ability to give and receive instructions in verbal and written forms and to effectively and efficiently engage with guests and crew members. Conversational in an additional language is considered an asset (German, French, Italian, Spanish, Mandarin).
• Good working knowledge of Microsoft Office applications, Fidelio and hotel operating systems.

About Silversea

Silversea is the defining name in luxurious cruise travel, distinguished in the ultra-luxury market by its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. Silversea is proud of their reputation as the "World's Best" cruise line and seeks individuals who take personal pride in their work to join their award-winning staff. Silversea understands that their employees are their greatest asset and are committed to investing their resources in recruiting the very best. If you would like to work for one of the most respected organisations in the travel industry, "World's best cruise line" Silversea invites you to explore their current career opportunities.