Job Description Position Title: Head Waiter/ Butler Reports To: Hospitality Manager Position Summary: A butler primarily serves as a key point of contact for Guests and VIP Guests throughout their stay at the Suite, He / she should be fully conversant with all services and facilities offered by the Suite and also about the local vicinity. Serves food courses and alcoholic/non-alcoholic beverages to guests. Also Provides a courteous, professional, efficient, flexible and personalised service at all times. Always well groomed, clean, pleasant and creating renowned memorable experiences for the guests. Butler Duties and Responsibilities: • Take care of all VIP suite lounge guests and coordinate with all concerned departments to fulfill guest needs and requests. • Fully aware of the Room Service and other menus, answers questions on menu selections, communicates with the kitchen regarding menu questions and product availability. • Keeps concerned departments informed about the guest allergies and food preferences. • Update the Suite software with guest preference, likes and dislikes on to the guest profile section. • Demonstrate discretion and courtesy when entering into the private space of guests • Follows all the guest needs until they are completed to the total guest satisfaction. • Welcomes the VIP guest at atrium. • Escorts the guests to their assigned lounges. • Conducts the in lounge check-in process in a fast and efficient manner, following all the standards and also liaising with VLO and concierge. • Takes care of the guest's requests and liaise with respective departments: VIP Liaison Office, VIP Duty Manager, Concierge, Receptionist and any special requests etc. • Knowledge of using the point of sale software, Property management software and any other system or software to perform the duties. • Able to perform software operations like check-ins / check-outs, update profile, lounge reservation, requests. on the Suite software. • Records transactions and order items in Point of sales (POS) system or manually. • Updates guest feedback and comments on to Suite system. • Helps monitoring the stock inventory and to follow up on pending issues with the tracking system and store requisition forms. • Checks in with guests to ensure satisfaction with each food course and/or beverages. • Informs housekeeping team the time desired for the cleaning and turn-down service if available. • Fully aware of operating procedures for all electrical and electronic equipment in the lounge. • Serves the guests in a calm, discrete and courteous manner, respecting timing standards. • Supports the other departments such as VLO, Airline, Housekeeping, Receptionist and Concierge with their duties. • Picks-up trays and clean tables as needed to ensure a clean dining area at all times. • Maintain cleanliness of work areas, china, glass, etc., throughout the day. • Performs all his/her duties with the sense of priority and dedication. • To welcome all guests in a gracious and polite manner, and to have the ability to hold a conversation with the guest in a natural and spontaneous manner. • Carries out checkout in efficient manner, offering luggage assistance and transportation. • Wishes fond farewell to the guest at the time of departure. • Takes notes of all the information, updates and instruction and giving proper handover before signing off from the shift. • Understands and strictly adheres to the Rules & Regulations of the Company and the Heathrow policy on Fire, Hygiene, Health and Safety. • To attend and contribute to all meetings, Departmental and Suite training as scheduled and other related activities. • Carries out any other reasonable duties and responsibilities as assigned out of the list. Prerequisites: • Positive attitude and good communication skills, with excellent grooming standards. • Commitment to delivering a high level of customer service. • Flexibility to respond to a variety of different work situations and ability to work on your own.