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Role overview

This role serves as a dedicated hotel ambassador for Club Millesime guests in Dubai. The position focuses on delivering highly personalised service, maintaining exceptional presentation standards, and ensuring every guest experience aligns with the hotel’s procedures and luxury service philosophy.

Key duties

Represent the hotel and deliver attentive, individualised service to Club Millesime guests while following all brand standards and operating procedures.
Maintain spotless service areas and comply with Dubai municipality health, safety, and hygiene requirements as well as internal hotel rules.
Select and use the correct materials, equipment, and supplies to keep butler service operations running efficiently and raise requisitions when needed.
Use telephone etiquette in line with Sofitel expectations.
Stay close to guests in the Club Millesime lounge, interact proactively, and always remain courteous, attentive, and professional.
Protect guest privacy and keep all information confidential.
Coordinate daily work with the Club Millesime Lounge team and Butler Supervisor, and step in for the supervisor when required.
Welcome guests personally and escort them instead of simply giving directions.
Handle guest concerns professionally, resolve issues to the guest’s satisfaction, and log all complaints or comments.
Escalate serious matters or approval requests to the Butler Supervisor, Club Millesime Assistant Manager, DOR, or RM as needed.
Track VIP arrivals and in-house VIPs carefully and maintain clear records.
Review Club Millesime reservations 24 hours before arrival and follow all assigned details.
Prepare rooms according to guest preferences, the “Your butler is waiting for you” form, and operational standards.
Receive guests in-room with a warm welcome, including champagne or a non-alcoholic alternative and a chilled towel.
Support the GSO during in-room check-in by managing passports, credit cards, and related documents.
Assist guests with unpacking, pressing, shoe shine, bath preparation, and other arrival needs.
Introduce room amenities and Club Millesime floor facilities during rooming.
Provide consistent, personalised care throughout the stay, especially for guests in the assigned section.
Handle laundry collection and delivery and coordinate housekeeping requests.
Ensure rooms are maintained in a perfect, personalised condition.
Help guests connect to the internet.
Carry out concierge-style support such as restaurant reservations and in-room meal orders.
Manage food and beverage service duties according to the Club Millesime concept and service timings.
Anticipate guest needs, follow up on requests with the lounge, internal call center, and other departments, and work until completion.
Prepare for guest departure, including express check-out support, packing assistance, and transport or travel arrangements.
Inspect rooms after departure and follow Lost & Found procedures.
Maintain and review the butler logbook daily, including updates.
Record guest preferences, including likes and dislikes, in guest profiles each day.
Attend daily briefing sessions led by the Butler Supervisor and ensure proper shift handover.
Share daily highlights, including internal and external guest opportunities, with the Butler Supervisor.
Build strong, proactive communication with all departments the role interacts with.

Financial and revenue responsibilities

Provide guests with the required information in PMS during check-in and check-out.
Follow the applicable SOPs and training to remain aligned with financial requirements.

Training and people responsibilities

Attend trainings and meetings whenever required.
Read and follow the Employee Handbook and all hotel rules, especially those covering fire, hygiene, health, and safety.
Help maintain a workplace free from discrimination, harassment, and victimisation wherever possible.
Handle complaints related to harassment or discrimination quickly and confidentially.
Treat colleagues and customers from all cultural backgrounds with respect and sensitivity.
Identify and resolve situations that may lead to cross-cultural conflict or misunderstanding.

Additional expectations

Report to duty on time in the correct uniform with name tag, and maintain excellent personal grooming and hygiene.
Provide consistently friendly, courteous, and professional service.
Build and maintain positive working relationships with colleagues and other departments.
Comply with local legislation.
Adapt to department changes based on hotel needs.
Take on other reasonable tasks within capability when assigned, including temporary redeployment to other departments or areas if business and guest needs require it.
Follow reasonable instructions from supervisors within a normal timeframe.
Accept reassignment to other hotel duties when business levels require it.

Health, safety, and confidentiality

Report all hazards immediately and ensure they are corrected without delay.
Know and follow fire, emergency, and bomb procedures for the department.
Support rehearsing, implementing, and enforcing emergency procedures to protect guests and employees.
Help ensure the safety of everyone on the premises through fair application of hotel regulations and compliance with laws and statutes.
Work safely, use proper manual-handling techniques, and follow Accor health, safety, and environment policies to reduce environmental impact and prevent pollution.
Keep intellectual property, databases, and customer/staff information secure in both physical and electronic formats.
Follow Accor internet and email policy.
Keep all hotel, customer, and staff information and transactions confidential during and after employment.

Knowledge expected

Hotel fire procedures
Hotel security procedures
Hotel health and safety policy and procedures
Hotel facilities and local attractions
Hotel operating standards and department procedures
Sofitel Keys of Luxury and appearance guidelines
Sofitel “BE Magnifique” vision and related strategies
Accepted company payment methods
Short- and long-term company marketing promotions

Butler

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