Job Description

Job title: Butler Coordinator
Department: VIP Services
Sub-department: Butler Service
Reports to: Casino Executive Officer

Job purpose

The VIP Butler provides tailored service and assistance to VIP guests, Accountable for the management of VIP Service department to ensure service standards are implemented to all subordinate and aligned with all relevant dvision in the delivery as well as execution of service excellence to both internal and external customers.

Duties and responsibilities

Ensure Compliance to Rules and Regulations

  • Ensures adherence to NagaWorld’s Code of Conduct, Internal Rules and Regulations at all times;

General Job Functions

  • Welcome and greet guest/s upon seeing them;
  • Handle VIP guest/s concerns courteously and professionally;
  • Assist VIP guest to private gaming facilities (explain to guest/s key features and amenities offered);
  • Implementation of health and safety hygiene standard / measures to guest/s and subordinates to avoid health risk hazard;
  • Prepare face mask and sanitizer/s in stock and provide to guest/s whenever needed;
  • Knowledgeable of all Nagaworld facilities and amenities (product knowledge);
  • Explains facilities, services and attractions available for guest comfort and pleasure and fulfills all feasible requests for the guest/s;
  • Serves meals, snacks, tea, hors d’oeuvres, cocktails and other food and beverage items in guest suites;
  • Assists guests in unpacking, packing, and the selection, cares and maintenances of their wardrobe;
  • Performs minor repairs to clothing items, polishes shoes, removes spots, brushes, presses,, and arranges for laundry and dry cleaning services and return of these items to the guests wardrobe;
  • Coordinates housekeeping services by notifying the housekeeping and concierge of appropriate times to provide cleaning, turn down services etc;
  • Anticipates guest needs, responds promptly, maintains positive guest relations and ensures guest satisfaction at all times;
  • Well groomed and observe professionalism at all times;
  • Adhere to company and department policies at all times;
  • Perform all duties with discretion, professionalism and in a pleasant demeanor;
  • Quick to response on guest/s concerns and provide solution or refer to person that can handle;
  • Articulate and understand all spirits and specialty food in stock;
  • Proper recording and inventory of all stock wine and spirit collection (as necessary);
  • Personalized service offered to guest/s (ensure unbiased service to guest/s);
  • Communicate with housekeeping and other respective department to ensure room are cleaned at the most convenient time for guest/s;
  • Run errands for guest/s (when necessary);
  • Ensure workstation are clean and tidy at all times (arrange schedule with housekeeping);
  • Recommend and arrange amenities for guest/s (based on guest/s profile);
  • Provide support to company and superior/s when necessary;
  • Handle guest’s complaint and problems in a courteous, efficient, professional and friendly manner; (Refer guest/s concerns to related departments, notify superior/s);
  • Liaise with internal / external departments to ensure a well-coordinated customer experience;
  • Conduct/s random checks to ensure that all services requested by guests through their assigned Butlers are followed and scheduled as requested;
  • Maintain Penthouse suites and ensuite in good condition (report and liaise with maintenance and housekeeping department);
  • Properly groomed and dressed – clean uniform and proper shoes, name tag and any other uniform-related items;
  • Ensures that all personalized service and information are provided to eligible suite guests;
  • Follow assigned duties and stations in conjunction with related department;
  • Attend training activities, courses and all other work-related activities as required;
  • Partake on team activities so that all suites are prepared with all the amenities and informational material required, such as booklets, fruit baskets, flowers, service menu, food and beverage menu;
  • Perform other duties assigned by superior/s;
Qualifications
  • Bachelor degree or equivalent education required;
  • Minimum of 1-3 years butler service experience in an upscale hotel, resort or casino;
  • Working Knowledge and proficient in all aspects of F&B and personal services;
  • Food and Beverage Server training and basic Wine Knowledge training;
  • Professional Butler or Household Management Training;
  • Basic computer skills;
  • Previous experience working in a similar resort setting;
  • English as well as Mandarin or Cantonese language skills required;
Working conditions

This position may require extended working hours and may include evenings, weekends and public holidays.

Direct Reports

Any person(s) nominated by management.

How to apply

Please submit CV, highlighting job position to careers@nagaworld.com.

Talent Acquisition – Human Resources Department
NagaWorld® Limited
Samdech Techo Hun Sen Park, Phnom Penh, Kingdom of Cambodia.