The Butler’s position is designed specifically to cater to guests booked in The Haven, Villas, Owner Suites & Penthouses. Focus is placed on giving these guests individual, personalized and impeccable in-room attention and service. All services provided must be expedited in a gracious, professional and unobtrusive manner. Attention to detail and a timely response in every respect is a requirement.
He/She works closely with the Concierge to maintain the integrity of our best staterooms and provide in-room dining and valet service, as well as to coordinate set-ups for private cocktail parties or other special requests in accordance to standards established by the company. The Butler will be responsible for a section comprising up to 15 rooms. On vessels with The Haven, each Butler will rotate through a Night Shift ‘section’ as well.
In order to consistently exceed guest expectations and provide the highest levels of product and services, additional duties and responsibilities may be assigned as needed.
On call to expedite guest requests. An off-duty Butler’s phone must be forwarded to another Butler during the day and to the Bell Captain or Night Shift Butler (on ships with The Haven) during Night Shift.
• Responsible for the Villa, Suite & Penthouse set-ups on embarkation day ensuring deliveries are expedited in co-ordination with relative department heads.
• Escorts guests onboard and if their room is being prepared, escorts them to the VIP Lunch. Otherwise takes them directly to their room and for Garden Villa and Owner Suite guests offers them champagne and warm (or cold) face towels.
• Trained in Housekeeping set-up of Suites & Villas and works in tandem with Stateroom Stewards and reports deficiencies to Deck Supervisors. Responsible to make corrections on Housekeeping set-ups and to maintain the highest standards of cleanliness, neatness and maintenance inside and on balcony and deck areas.
• Reports maintenance issues immediately to Concierge for issuance of work orders and follow-up.
• Utilizes the Butler’s Logbook on vessels with The Haven, in order to endorse open items between shifts to ensure continuous and seamless service.
• Instruct and explain use of all in-suite hardware including but not limited to hot tub, steam room, coffee machine, handy phone, TV/DVD player, iTV etc. The Butler does not wait to be asked about such items, he/she shares the knowledge so guests are clear on all the amenities available to them.
• Offers to fill the hot tub, deliver selected DVDs, food and beverage items etc. and ensure guests know how to contact him/her should they have a request or question or need to place an order.
• Clears glassware and crockery, service trays and tables from suites, corridors and pantries in a timely manner.
• Offers to, and knows how to, properly set-up ‘white tablecloth in-suite dining’. This includes table setting, taking food & beverage orders, and serving in-suite breakfast, lunch, afternoon tea, and dinner meals from any menu onboard.
• Prepare cocktail parties including proper set-up; and serve in-room canapés and drinks when requested. Should take the initiative to offer guests the opportunity to host their own in-suite cocktail party and advise associated costs.
• Serves canapés at the Captain’s VIP Cocktail Party and delivers nightly amenities.Visits the Villas & Suites daily to ensure that fresh flowers, fruit baskets, restocking of sodas/water, and all other amenities are set-up properly and changed/replaced as needed. Cupboards must be well-stocked with polished glassware, silverware and crockery. Coffee machine set-up must be according to policy.
• Offers to escort guests to onboard events such as evening shows or to a dining reservation, and also to the gangway in port, especially if the vessel is tendering. This is done in collaboration with the Concierge and the rest of the Butler team to ensure time efficiencies.
• Performs Valet service, which includes but is not limited to, assisting guests with un-packing and re-packing of garments, expediting laundry, dry cleaning and pressing services, and offering shoe shine service.
• Records twice daily in the temperature log for the dishwashing machines and refrigerators.
• Performs regular cleaning and sanitation of refrigerators, bread warmers, ovens, toasters, juice and coffee machines, etc.
• Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
• Must be familiar with the Safety and Environmental Protection Policy and the SEMS, and carry out the policies and procedures appropriate for his/her position.Knowledgeable and responsible for the cleaning and sanitation of the Butler pantries in accordance with the standards and guidelines recommended by USPH, SEMS, and NCL Hotel operations, including the separation of clean and soiled equipment as well as refuge.
• Will train with the Guest Services team on customer service standards including communication skills and telephone etiquette. Must be observant and learn to anticipate, respond to, and expedite guest needs.
• Fully familiar with the Guest Recovery program and empowered to utilize as needed
• Must be well-versed on the ship’s daily activities and facilities including but not limited to Spa, Gift Shops, Internet Café, Photo, Art, and Bingo etc. If guests express an interest the Butler notifies the Concierge for further follow up or to make appointments.
• Will complete training of cocktail mixing, wine pairing and special drinks of the day in Bar Department training classes and the Butler must impart this knowledge to the guests to encourage sales.
• Will complete training for all Specialty Restaurants and Main Dining Rooms so he/she is knowledgeable on breakfast, lunch and dinner menus, as well as The Haven Menu where applicable. The Butler is expected to cross-promote the Specialty Restaurants early in the cruise and contact the Concierge immediately to make reservations.
• Will impart knowledge of the ship’s kid-friendly features such as the Kids/Teen Club, video arcade, rock-climbing wall, bowling alley etc. to guests/families as applicable.
• Actively encouraged to explore ports of call including participating in shore excursions. Must know the facilities available in the terminal areas specifically with ADA and/or elderly guests in mind or those travelling with children.
• Will be advised of ship’s special promotions in all revenue areas to ensure Villa & Suite guests are aware. Promotion of onboard flower sales, bath robes, towel-folding DVDs etc. is expected.
• Must know ship facts such as length, tonnage, speed, number of berths etc. so he/she can share ship’s trivia with the guests.
• Participates in and is knowledgeable of USPH standards and regulations.