Guest Experience Majordome (Butler)

The Guest Experience Majordome will be responsible for:

• Escorting and welcoming assigned guests upon arrival, stay and departure.
• Coordinating special amenities and events for in house guests.
• Supervising the overall quality of assigned suites experience.
• Coordinate guest with luggage service at check-in, check-out and storage.
• Converse with guest to furnishing information.
• Process mail, messages and packages for assigned guests.
• Coordinate transportation with Guest Experience Team for assigned guests.
• Arrange any special requests.
• Provide a professional and immediate response to guests concerning all activities and hotel services.
• Inspects all orders to insure all standards are met before delivery to guests.
• Assists the Guest Experience Agents duties when needed.
• Delivers housekeeping items and laundry to guest rooms when needed.
• Ensure all SOP/Checklists related to operations are dully filled according to our group standards and properly stored.
• Arrange G.E.M offices, pantrys, and service landings to ensure standards of service are maintained.
• Respond to guests’ inquiries and coordinate special arrangements.
• Provide instruction and/or guidance for guest safety in fire or other emergency situations.
• Perform a variety of other duties as assigned by the Guest Experience Manager, Front Office Manager or Director of Rooms.
• Respond to guest questions. Provide guest assistance, direction and information as requested when working in public areas.
• Assist daily departmental meeting with team before starting every shift.
• Communicate all information/changes to existing information to appropriate hotel colleagues in an accurate and timely manner.
• Maintain an active trace system for guest history related to their preferences and suggestions.
• Ensure to give a proper handover before the shift end.
• Generate a good atmosphere within the department.
• Report all suspicious persons or activities and hazardous or unsafe conditions to the management.
• Understands and follow the laws and guidelines for beverage service.
• Ensures accuracy of all collateral in suites and villas: current, correct, spelled correctly, clean and presentable.
• Ensures menu descriptions are up to date and distributed appropriately in the suites.
• Responsible for conducting inventories and creating supply requisitions.
• Generate a daily detailed activity report concerning tour assigned guest to the Guest Experience Manager and Front Office department.

The incumbent will require the following personal attributes:

Delighting our Clients

• Awareness and sensitivity to the concept of luxury and quality
• Responsive and genuine with guests and colleagues
• Confident with guest interactions

Working with Colleagues

• Able to read and write French and English
• Is culturally sensitive
• Listens to fellow colleagues
• Is co-operative and committed to the MOHG Mission

Promoting a Climate of Enthusiasm

• Has energy and drive
• Has a sense of urgency for guest requests
• Communicates clearly
• Open to feedback and learning

Being the Best

• Achievement and goal oriented
• Is positive
• Able to communicate alternative and positive solutions to problems
• Adaptable and suitable to change
• Seeks continuous improvement opportunities

Delivering Shareholder Value

• Committed to the overall MOHG mission

Playing by the Rules

• Operates ethically
• High level of personal integrity
• Balances needs of guests and colleagues

Acting with Responsibility

• Establishes self-accountability
• Accepts feedback and coaching

1. Mandatory

• Successful problem solving skills.
• Possess a good written and verbal command of French and English.
• Excellent overall communication skills.
• Able to multi-task.
• Strong desire to provide excellent guest service.
• The ability to work well in a team environment.
• Flexible schedules and hours, willingness to work on weekends, nights and holidays is required.
• Able to stand for extended periods of time.
• Possess a pleasant and outgoing personality.

1. Desirable

• Knowledge of computers and systems
• Multi-lingual is preferred