Chief Butler

POSITION OVERVIEW

The Chief Butler is responsible for providing personalized and exceptional service to our VIP guests, ensuring their comfort, satisfaction, and a memorable experience. This position is also responsible for training Members on providing highly personalized experiences and service for VIP guests staying in Fleur de Lis suites.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Provide personalized and anticipatory service to VIP guests, catering to their individual preferences, needs, and requests
• Ensure exceptional care and attention to detail in all aspects of the guest experience, from arrival to departure
• Coordinate and facilitate the seamless delivery of services, including room amenities, transportation, dining reservations, and special arrangements
• Lead, train, and mentor the butler team, ensuring they possess the necessary skills and knowledge to deliver exceptional service
• Set performance expectations, conduct regular performance evaluations, and provide feedback and coaching to enhance the team's performance
• Schedule and manage staffing levels to ensure optimal service coverage
• Develop and implement standard operating procedures (SOPs) for the butler department, ensuring consistent and exceptional service delivery
• Maintain a comprehensive knowledge of the casino's facilities, services, and amenities to provide accurate and detailed information to guests
• Collaborate with other departments to ensure smooth coordination of services and resolve any guest concerns or issues promptly
• Maintain accurate and up-to-date guest profiles and preferences, ensuring a personalized experience during future visits
• Utilize guest management systems to track guest interactions, preferences, and requests, ensuring seamless communication and service delivery
• Collaborate with the marketing and guest relations teams to identify opportunities to enhance the guest experience and loyalty
• Develop and deliver comprehensive training programs for the butler team, covering service standards, communication skills, and proper etiquette
• Conduct regular training sessions and workshops to enhance the team's knowledge and skills
• Stay updated with industry trends and best practices, incorporating them into training and service delivery
• Maintain the highest standards of service and attention to detail, ensuring that all guest interactions meet or exceed expectations
• Conduct regular inspections of guest accommodations and public areas to ensure cleanliness, functionality, and adherence to brand standards
• Monitor guest feedback and implement necessary improvements or corrective actions to enhance the guest experience
• Ensure Members have strong adherence to the uniform, personal appearance, and hygiene standards
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor's degree (B.A.) from a four-year College or university in hospitality management, or similar disciplines preferred and/or equivalent combination of education and experience
• Minimum of five (5) years of leadership experience as a Chief Butler or in a similar luxury hospitality role, preferably within a casino or high-end resort environment
• Additional language skills are a plus
• Extensive knowledge of luxury service standards, etiquette, and butler operations in a high-volume luxury hotel, gaming preferred
• Expert knowledge in Butler Services that includes Valet, Food, Beverage inclusive of wines, spirits, varying cuisines, food service and presentation
• Excellent communication and interpersonal skills to interact effectively with VIP guests and team members at all levels.
• Exceptional organizational and multitasking abilities to manage competing priorities and deliver impeccable service.
• Strong attention to detail and the ability to anticipate guest needs and preferences
• Ability to work under pressure and manage stressful situations during busy periods
• Proven ability to manage and prioritize multiple projects simultaneously in a fast-paced environment.
• Strong leadership and team management skills, with the ability to inspire and motivate a team to deliver exceptional service.
• Ability to maintain confidentiality of sensitive guest and company information
• Proficient in Microsoft application tools, including but not limited to Microsoft Word, PowerPoint, Excel, and Outlook
• Must be willing and able to work a flexible schedule to include holidays, nights, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

SUPERVISORY RESPONSIBILITIES

This position directly oversees the Butler and Butler Apprentices in Fleur De Lis.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 100 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.

Equal Opportunity Employer Veterans/Disabled