Butler (Cruise) – Worldwide

A large cruise line is seeking a Butler to join one of their ships. The Butlers (Royal Genies) are responsible for the satisfaction of our most valued Star guests. With their expertise in personalized, high-end service and certification by The British Butler Institute, Royal Genies are rated some of the very best service professionals at sea. Royal Genies make their magic, in part, by: taking personal ownership of their guests’ vacation experience through friendly interactions with both guests
and crew as they advocate for their guests’ requirements and requests; being passionate about creating surprise and delight moments at every possibility, taking pride in making others happy; their committed practice of doing the ordinary things extraordinarily well, with a fine attention to detail, thus delivering the best vacation experiences at sea.

Responsibilities:

• Meeting or exceeding Star Guest Satisfaction KPIs that are directly influenced by this role
• Services our Star guests throughout their cruise experience: from pre-arrival to post-departure; ensures that all standard operating procedures are adhered to regarding the Royal Suite Class program
• Works closely within Guest Services and with other departments and divisions to plan and deliver customized vacation experiences for our Star guests
• Ensure that assigned suites are prepared before embarkation with all necessary information and requests; will work with the appropriate departments to refresh and replenish as required throughout the voyage
• Welcome all Star guests upon arrival to the terminal and expedite the arrivals process, including providing a direct escort to the suite while the luggage is accompanied by an dedicated attendant
• Be trained and able to offer luxury butler services, including, but not limited to, the following: wake up service, packing and unpacking luggage, shoe polishing, wine and champagne service, overseeing proper food and beverage service in a variety of styles
• Is knowledgeable of the activities and events onboard to be able to provide guests with accurate and up-to-date information, handle any special request, and suggest appropriate venues
• Liaises with Shore Excursion Manager and M&R Manager on local port of call arrangements
• Coordinates the maintenance and/or repair of the suite with Executive Housekeeper or other shipboard departments as needed
• Assists, as requested, with business services, including assistance with airlines or hotels and document printing and faxing
• Escort guests through the departure formalities swiftly
• Delivers the WOW every day by living The ROYAL Way; ensures Gold Anchor standards, Safety, Environmental and other company policies and standards are consistently maintained
• Uses past life experiences and creativity to deliver unique and professional ways of elevating service in a manner which consistently surprises and delights the Royal Genie’s guests and colleagues as well as RCI Management and Shareholders Drives Profitable Growth
• Provides pertinent information to guests in order to upsell In-Stateroom Catering, Shore Excursions, Spa appointments, Cabanas and other upgraded experiences.
• Maintains knowledge of the ship’s regular events, ports of call and special functions by reviewing all available sources to provide accurate information to answer questions . Makes reservations for various activities and services such as shore excursions, dining, wine, spa, flowers, etc. Follows-up to ensure services and amenities are delivered as specified
• Works with the M&R Division to ensure maximization of revenue by providing information on Guest Preferences and to complete any guest requests related to M&R Division Cultivates Customer First
• Competent in all brand standards and accountable for executing against them at all times; holds others accountable for delivering against the standards
• “Your wish is my command” is the service philosophy followed by Royal Genies. Royal Genie will make guest’s entertainment, shore excursion, private transportation and dinner reservations with best table location; as well as delivering “surprise and delight” moments throughout the cruise.
• Takes ownership and is accountable for responding to guest feedback and requests according to departmental standards. By maintaining knowledge of all suite guest ratings and comments, assists in maintaining a culture throughout the Guest Services team for owning and resolving guest issues to complete satisfaction
• Serves as the ship’s key contact person for Star guest inquiries and service requests and always goes above and beyond to fulfill requests; escalating to Guest Services Manager when necessary
• Ensures that both boarding and departure process for Star guests is easy and efficient
• Is the “go-to” person for any issues for Star guests and is available outside the office hours if needed

Leadership skills
Leads with Passion, Drive and Energy

• Exhibits professional leadership presence, positive energy and passion in all situations
• Maintains a positive attitude at all times and accepts ownership for achieving results in all areas of accountability
• Works with other division and departmental leaders to ensure that all necessary shipboard employees are knowledgeable of Royal Genie Services and the Royal Suite Class program and that all new initiatives and changes pertaining to the program are communicated to all levels of the organization onboard in a timely manner

Cross Team Collaboration

• Fosters team unity and collaborates well
• Reviews the Suite guest report with the Guest Services Manager and shipboard leaders prior to each voyage to share as much insight as possible of guests sailing in Star suites
• Coordinates with Guest Services Manager to ensure other departments and their employees are trained and up to date on the Royal Suite Class program and it’s benefits
• Escalates shortcomings and service failures to the respective manager or senior leadership level as needed.

Requirements:

• 2-year degree in hospitality degree – OR – 3 years of experience in a guest service or related field; applicants with experience in the luxury or upscale markets are preferred. Related work experience should include problem resolution as a key aspect of regular duties
• Successful applicants will be sent to complete a Front of House Course with the British Butler Institute before being assigned a Royal Genie position.
• Fluent written and verbal English
• Worldly and culturally competent with an excellent understanding of social etiquette and formal service protocols
• Basic office skills including Word, Excel, Power Point
• Organizationally skilled to be able to manage multiple requests and tasks from various guests and supervisors with, maintaining attention to small details without losing grasp of the big picture
• Ability to communicate effectively and tactfully with guests, division heads and shipboard employees to resolve problems and negotiate resolution
• Deliver on “Your Wish is My Command” promise to our guests through departmental and brand Standard
• Excellent ability to speak, read and write and write English clearly, distinctly and cordially
• Native Spanish speakers are encouraged to apply; In addition, verbal and written fluency in any of the following languages is preferred: Portuguese, Cantonese, Mandarin, German and Italian

Applicant must be fully vaccinated for Covid-19.