Butler

Majordomii / Butlerii identifica nevoile pasagerilor, oferind asistență personalizată, informații și servicii clientilor care rezerva apartamente, inclusiv: pregătirea apartamentelor atribuite dinainte de începerea călătoriei; completarea accesoriilor din apartament, după cum este necesar; servește mâncare și băutură clienților în funcție de serviciul stabilit și de standardele de stil; face aranjamente pentru nevoi speciale; și răspunde plângerilor clienților într-o manieră politicoasă, profesionistă și pozitivă. Pentru această funcție, se cer o experiență de doi ani în servirea alimentelor și a băuturilor și/sau în servicii de menaj într-un hotel, vas de croazieră sau stațiune de lux; și aptitudini superioare de soluționare a conflictelor, de servicii cu clienții și de comunicare interpersonală și verbală.

Butler

Provides a variety of personalized services and information to eligible suite guests by performing the

following essential duties and responsibilities according to the brand standards of service and style.

ESSENTIAL DUTIES & RESPONSIBILITIES

Celebrity Cruises expects each shipboard employee to consistently exemplify the principles of the STAR

Program's Credo to all team members. In addition, all duties and responsibilities are to be performed in

accordance with ISM/ISO and SQM standards, USPH guidelines, Environmental, and Safety policies.

Each shipboard employee may be required to perform all functions in various service venues and

throughout the ship.

It is every employee’s responsibility to conduct oneself in a professional and courteous manner at all

times. This consists of physical and verbal interactions with guests or fellow shipboard employees and/or

in the presence of guest contact and crewmember areas.

1. Each housekeeping shipboard employee reports to their assignment on time and properly

groomed and dressed according to company policy. This includes a clean uniform and shoes,

nametag, and any other uniform related items.

2. Ensures assigned suites are prepared before embarkation with all the amenities and informational

materials required. Ensures the suites are prepared with all food and beverage menus, service

menus, flowers, fruit baskets, etc. Replenishes items as needed throughout the voyage. Provides

food and beverage services, afternoon tea and canapés, and suite turndown services during

evening hours according to the established standards of service and style.

3. Greets and introduces themselves to each suite guest during embarkation. Explains suite

amenities and lay out, food and beverage service, dining options, and any other related services.

Demonstrates the proper use of the lifejackets, in-room safe, Jacuzzi and any other equipment.

May unpack or pack guest’s belongings as needed.

4. Provides personalized assistance to guests by following Celebrity’s standards of service and

style. Maintains knowledge of the ship’s regular events, ports of call and special functions by

reviewing all available sources, including the vessel’s daily newsletter, to provide accurate

information to answer questions. Makes reservations for various activities and services such as

shore excursions, dining, wine, spa, shore excursions, flowers, etc. Follows-up to ensure services

and amenities are delivered as specified.

5. Responds to guest complaints in a considerate, professional and positive manner by showing

concern and listening actively and reports all complaints to Front Office Manager for following

up. Takes ownership of guest concerns, by following up and ensuring complaints are resolved to

the guest’s satisfaction.

6. Makes arrangements for tailor service, tuxedo rental, babysitting, special needs, etc. Follows-up

to ensure services are scheduled as specified, i.e.,

_ Aqua Spa booking

_ Shore Excursion booking

_ Specialty Restaurant reservations

7. Liaises with the Concierge regarding folio charges, statements, lost luggage, etc.

8. Coordinates the maintenance or repair of the suite with Assistant Chief Housekeeper or other

shipboard department as needed.

9. Serves all food and beverage orders requested by guests.

10. Replenishes fruit baskets on a daily basis and provides afternoon tea and canapés.

11. Attends meetings, training activities, courses and all other work-related activities as required.

12. Responsible to unpack and pack suite guest’s luggage and carries their luggage to the gangway

during disembarkation.

13. Is aware of, and/or acquires the necessary knowledge to comply with the ship’s standard

operation, in order to assist guests and crew members with inquiries.

14. Performs related duties as required. This position description in no way states or implies that

these are the only duties to be performed by the shipboard employee occupying this position.

Shipboard employees will be required to perform any other job-related duties assigned by the

Head Butler or Housekeeping management.

FINANCIAL RESPONSIBILITIES

Financial responsibilities for budget, expenses and/or achievement of revenue targets.

_ This position is responsible for indirect cost containment through the proper use,

handling and maintenance and distribution of equipment, suite amenities and consumable

items.

MOTIVATIONAL RESPONSIBILITIES

People management responsibilities to ensure optimal performance of the function.

This position does not have supervisory responsibilities.

QUALIFICATIONS

Minimum hiring, language and physical requirements to perform the job.

Hiring Requirements:

Two years food and beverage service experience in an upscale hotel, resort or cruise ship.

Superior customer service, interpersonal, conflict resolution and oral communication

skills.

Ability to communicate tactfully with guests, department heads and shipboard employees

to resolve problems and negotiate resolutions.

Completion of high school or basic education equivalency preferred.

Language Requirements:

Ability to speak English clearly, distinctly and cordially with guests.

 Ability to read and write English in order to understand and interpret written procedures.

This includes the ability to give and receive instructions in written and verbal forms and

to effectively present information and respond to questions from guests, supervisors and

co-workers.

Ability to speak additional languages such as Spanish, French or German preferred.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to stand;

walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and

taste or smell. The employee must occasionally lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color

vision, peripheral vision, depth perception, and ability to adjust focus.

 All shipboard employees must be physically able to participate in emergency life saving

procedures and drills. Full use and range of arms and legs as well as full visual, verbal

and hearing abilities are required to receive and give instructions in the event of an

emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.