Seminole Hard Rock Hotel & Casino in Hollywood, Florida, located minutes from Fort Lauderdale’s world-famous beach, features a AAA Four Diamond resort with 469 luxury rooms and suites, over 100 tables, 2000 slot machines, award-winning restaurants, high-energy nightlife, a lagoon-style pool and Beach Club, a Hard Rock-inspired spa, and premium meeting and convention space. The property is currently undergoing a $1.5 billion expansion. When the development is complete in mid-2019, Seminole Hard Rock is home to an iconic guitar hotel tower that includes a Hard Rock Casino, nearly doubling its current size with 3,267 slot machines, 178 table games plus a new 18,000-square-foot poker room. The existing Hard Rock Live arena will be razed in March 2018, and replaced with a state-of-the-art 7,000-seat Hard Rock Live venue in a theater-style configuration. For more information please visit https://www.seminolehardrockhollywood.com.
Responsibilities
Job Summary:
Under the supervision of the Butler Manager/Lead Butler, a Butler Dispatcher provides exceptional personalized service and ensures all guest’s needs are met in a prompt and efficient manner. They must set priorities and simultaneously manage multiple tasks. A Butler Dispatcher should be able to react to guest requests, challenges and unusual situations in a skilled manner. They will proactively seek opportunities to impress VIP guests and assist team members with setting priorities and dispatching the team based on guest’s requests. A Butler Dispatcher will stay informed and know all hotel/casino facilities and services, special events and local attractions. They must be able to initiate and engage in conversation in a professional and friendly manner while maintaining confidentiality.
Essential Job Functions:
- Answers all incoming calls to Butler Services (guests and in-house) and handles all requests promptly, efficiently and professionally in accordance with department standards.
- Takes food & beverage orders then places order with restaurant outlet maintaining excellent knowledge of all Hard Rock dining venues.
- Delegates tasks, guest requests and food & beverage orders.
- Coordinates housekeeping and turndown services to make certain guests receive timely, seamless and unobtrusive service.
- Arranges for Spa and Salon appointments, restaurant reservations and transportation requests to ensure guests receive priority service.
- Coordinates special requests made by the guests with VIP Services on behalf of the Casino Host or other management.
- Orders requisition items as needed to keep pantry stocked with essential supplies.
- Coordinates bellman upon checkout and ensures transportation is arranged and on time.
- Reads, responds to and communicates all pertinent information that is received via emails.
- Records and emails to the VIP team a daily pass down of pertinent information to ensure all team members and management stay informed
- Updates the occupancy log, locator board and calendar throughout the day to ensure accuracy.
- Tracks all guest preferences and updates guest profiles to ensure all pertinent information is recorded in order to wow/surprise/delight butler guests on their return visit.
- Processes all business service requests including but not limited to shipping and packing, email, itinerary and printing requests.
- Maintains the “special purchases” inventory and communicates with management when items need to be bought off property for guests.
- Problem solves last minute guest or host requests and coordinates with appropriate department.
- Maintains the privacy and confidentiality of all Villa guests.
- Is proficient and well organized in Outlook, Word, Excel, LMS, Seven Rooms, HOTsos and the Customer Care Portal.
- Communicates effectively with In Room Dining management to ensure all Respak and food/beverage orders are correct and receive priority service.
- Attends training classes as requested by management to assist in furthering their knowledge and skills.
- Conducts an informative and detail oriented pass down between shifts.
- Performs all other related and compatible duties as assigned.
Qualifications
Qualifications:
Two years college preferred as well as a minimum (2) two years management experience in first class hotel, casino, restaurant or related hospitality area. A basic understanding of food and beverage service skills including room service, fine dining, wine and spirits knowledge or an equivalent combination of education and experience is required.
Work Environment:
- While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
