**Additional Information** Butler Service Agent**Job Number** 24086297**Job Category** Housekeeping & Laundry**Location** The Ritz-Carlton Langkawi, PT 313 Jalan Pantai Kok, Langkawi, Kedah, Malaysia VIEW ON MAP**Schedule** Full-Time**Located Remotely?** N**Relocation?** N**Position Type** Non-Management***Greet guests upon arrival and articulately explain details and amenities available. Respond to guest requests for special arrangements or services (e.g., unpacking, dry cleaning press guest garment, shoeshine, assist with reservations, and transportation) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Inspect guest rooms after being cleaned by Housekeeper to ensure quality standards. Verify room status, determine discrepant rooms, prioritize room cleaning, and update status of departing guest rooms. Assist Housekeeping management in managing daily activities. Document and resolve issues with discrepant rooms with the Front Desk. Prepare, distribute, and communicate changes in assignment sheets/work boards. Communicate issues to next shift. Complete required paperwork. Assist management in hiring, training, scheduling, evaluating, counseling, and motivating and coaching employees.Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications. Ensure uniform and personal appearances are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. Perform other reasonable job duties as requested.**Duties & Responsibilities**- Carry out arrival (check-in) and departure (check-out) process for guests.- Be able to handle all cashiering duties when carrying out guest checkout on Opera - Property Management System- Get a thorough hand over from the previous shift and ensure master keys and communication devices are received and returned daily- Ensure all guest preferences are taken and actioned- Welcome the guest upon arrival and provide familiarization and rooming for guest including total room and hotel information.- Guest to be informed on Daily Scenography.- Deliver & Remove any Private Dining orders and trays from the guest room or corridors.- Pick-up and deliver guest laundry/ pressing based on guest requested time- Handling guest complaints and record in the butler report and inform the duty supervisor about the incident and follow-up with resolve the issue- Write logs for on-going events and guest challenges- Prepare the arrival reports for the day and go over the arrival list and look for special comments and /or remarks then action.- Take care of any guest requests and complete them within the appropriate time. If unable to complete within your shift, ensure to handover to next shift accordingly- Use GXP platform to update guest information or comments for future reference- Do shoeshine and delivery.- Assist the guest for packing and unpacking services- Assist the guest for garment pressing and laundry service- Restock the Butler pantries such as coffee, tea, water, sugar, milk, tray linens, napkins and necessity in order to keep in working order at any time- Tidy up pantry, washing of cups, plates, utensils before the end of the shift- Report maintenance faults and damage to machines, furniture and fittings in all areas of the guestroom floor to the maintenance department and follow-up with the status.- Set-up the rooms for the arriving guests as per guest history / special amenities and request- Set-up welcome amenity according to the room type, VIP status or Marriott Bonvoy tier- Promote the hotel restaurant and spa facilities and offer to make reservation- Replenish daily evening turndown amenity as per standard- To assist Housekeeping Department for any basic housekeeping requests to give quick and respond service to the guests.- Restock pantry in order to keep in working order.- Develop and update the guest history- Prepare a handover to the next shift.- To
