首席管家 Head Butler

· Is open and paysattention to his/her environment to anticipate guests and colleagues needs andexpectations. Handles the guest’s request as a priority.
· 开放并关注他/她的环境，以预测客人和同事的需求和期望。优先处理客人的要求
· Works together collaboratively with teammembers to develop a mutual relationship of trust and respect. Always supports colleagues openly in theworking environment
· 与团队成员合作，建立相互信任和尊重的关系。在工作环境中始终公开支持同事
· Ensure that all Front Office StandardsOperating policies and procedures are adhered
· 确保所有前厅标准操作政策和流程得到遵守
· Ensure procedures are being met orexceeded on a daily basis for all loyalty/VIP Guests
· 确保所有忠诚/VIP客人每天都能遵守或超过流程
· Coordinate the arrival, stay anddeparture experience to ensure a seamless experience
· 与所有关键部门保持联系，收集正确的信息
· Communicate relevant information andspecial requirements to all departments to ensure the expectations of allloyalty and VIP guests are exceeded
· 与各部门沟通相关信息和特殊要求，确保所有忠诚客人和VIP客人的期望都能得到满足
· Work directly with the Front Officeoperation to ensure a seamless experience
· 与前厅部直接合作，确保无缝体验
· Advocates positive colleague experiencethrough leadership behaviors that demonstrate commitment to the LeadershipPromise:
· 通过表现出对领导承诺的领导行为，提倡积极的同事体验：
· Identifies potentials of the teammembers, coaches and mentors them to capitalize on their strengths and managetheir blind spots as they strive to achieve the business goals and personaldevelopment goals
· 通过表现出对领导承诺的领导行为，提倡积极的同事体验：
· Manages the development plans of teammembers
· 管理团队成员的发展计划
· Manages the succession plan of the team
· 团队的继任计划
· Creates an environment of trust thatallows team members to express themselves through the available channels ofcommunication
· 创造一个信任的环境，允许团队成员通过可用的沟通渠道表达自己。
· Promotes engaging communication withopenness and empathy
· 以开放和同理心促进互动交流
· Allocates time to understand teammembers as unique individuals
· 分配时间将团队成员理解为独特的个体
· Creates departmental goals andobjectives based on the objectives of the Finance division
· 根据财务部的目标制定部门目标
· Works on key actions to achieve thegoals, and create score boards where applicable
· 为实现目标而采取关键行动，并在适用的情况下创建记分板。
· Communicates performance objectivesacross teams to foster common goals
· 跨团队传达绩效目标，以实现共同目标
· Conducts regular accountabilityconversations to ensure progress towards the goals
· 定期进行问责制对话，确保实现目标的进展
· Reviews own behaviors and those of theteam members regularly with reference to the Leadership Capability Framework
· 据领导能力框架定期审查自己的行为和团队成员的行为。
· Addresses underperformance in a timelymanner following the procedure for implementing corrective actions
· 按照纠正措施实施程序，及时解决绩效不佳的问题。
· Recognizes positive behaviors withmeaningful feedback and inspiring celebrations
· 通过有意义的反馈和鼓舞人心的庆祝活动认可积极的行为
· Encourages team members to inspire oneanother with positive performance stories
· 鼓励团队成员通过积极的绩效故事相互激励。
· Creates a sense of fun and joy at workwhile holding self and others accountable for results
· 在工作中创造一种乐趣和快乐感，同时让自己和他人对结果负责。
· Actively participates in colleagueactivities
· 积极参与同事活动
· Familiar with the butler Ambassador job describe
· 熟悉大使管家的所有工作职责
· Assume Manager On Duty shifts whenneeded
· 在需要的时候轮班值班经理
Advocatespositive guest experience through leadership behaviors that demonstratecommitment to the Service Promise:
通过表现出对服务承诺的领导行为，倡导积极的客人体验：
· Ensures the work processes areestablished to set the team members to succeed
· 确保建立工作流程，使团队成员成功
· Questionsestablished processes and procedures to look for alternative solutions
· 为寻找替代解决方案而建立的程序和问题
· Ensures all teammembers understand and follow the work processes in the operational departments
· 确保所有团队成员理解并遵守运营部门的工作流程。
· Has full awareness,manages all tasks of his staff
· 充分认识和管理员工的所有任务
· To identify andanticipate Guests’ needs and ensure personalized service is provided
· 始终如一地提供周到、贴心、真诚的服务。
· To oversee all Butlersand Butler Supervisors and the day-to-day operation of the department
· 识别和预测客人的需求，确保提供个性化服务
· Attending DailyBriefing with Management and all Department Head
· 与管理层和所有部门主管一起参加每日简报
· Ensure repeat guestsare met and greeted on a daily basis and profiles are updated
· 确保每天接待和接待回头客，并更新个人资料。
· long-staying/special-attention/occasion-celebratingguests are taken care of exclusively, paying particular attention to theirneeds and requests
· 确保长住/特别关注/庆祝活动客人得到专门照顾，特别关注他们的需求和要求
· Direct workassignments of supervisory and non-supervisory personnel
· 监察人员和非监察人员的直接工作任务；
· Inform otheroperating departments of matters related to Butler operations, notably FrontOffice to ensure VIP status and other such information, as well asHousekeeping, Engineering, Laundry, Sales, Food & Beverage, Reservationsetc.
· 通知其他运营部门与管家运营有关的事项，特别是前台，以确保VIP状态和其他信息，以及客房、工程、洗衣、销售、餐饮、预订等。
· Schedule routineinspections by supervisors of all butler areas including occupied andnon-occupied rooms
· 安排所有管家区域（包括有人房间和无人房间）主管的例行检查。
· Inspect guest roomsand pantries on a regular basis to ensure guest preferences are met
· 定期检查客房和餐具室，确保满足客人的喜好。
· Appraise appearance,discipline and efficiency of all staff under direct supervision
· 对所有直接监督人员的外貌、纪律和工作效率进行评价。
· Maintain a steadyflow of communication between team and Guest Services Manager, Front OfficeTeam, Housekeeping Team, laundry, Engineering
· 保持团队与客户服务经理、前台团队、客房部团队、洗衣房、工程部之间的稳定沟通。
· Ensure GuestServices Manager is aware of tasks and assignments of every butler
· 确保宾客服务经理了解每位管家的任务和任务。
· Ensure consumptionof Guest supplies is under control
· .确保客人用品的消费得到控制。
· Monitor and controlrelevant procedures including lost and found, key control, etc.
· 对失物招领、重点控制等相关程序进行监控。
· Ensure Butlersdeliver the Raffles touch by providing pro-active personalized service
· 通过提供积极主动的个性化服务，确保管家与莱佛士保持联系。
· Ensure butlersreceive recognition for their efforts in the form of regular feedback
· 确保管家以定期反馈的形式获得对其努力的认可。
· Ensure repeat guestsare met and greeted on a daily basis and profiles are updated
· 确保每天接待和接待回头客，并更新个人资料
· Ensurelong-staying/special-attention/occasion-celebrating guestsare taken care of exc.
· 确保长住/特别关注/庆祝活动客人得到专门照顾，特别关注他们的需求和要求。