[RWDHA] - Residence Butler

Our Associate Experience

• A competitive salary and benefits package
• High‑quality associate accommodation in prime locations in the heart of Lusail and the Pearl
• A birthday day off (because your milestones matter!)
• Personalized development plans and continuous learning opportunities to support your career journey

Your Role

Pre-Arrival Coordination

• Communicate with the residents before arrival and send preference form to understand resident preferences.
• Coordinate with the team to ensure the residence is set up according to the resident’s preferences.
• Prepare welcome amenities and ensure all requested items are in place before the resident’s arrival.

Arrival

• Greet residents at the main entrance upon arrival with a personalized welcome drink and amenities.
• Conduct check‑ins within the comfort of the resident’s suite, adhering to Rosewood standards.
• Provide a residence orientation to familiarize residents with the features and amenities.

During Stay

• Continuously observe and record resident preferences, habits, and special requests.
• Assist residents with reservations, special requests, and bookings.
• Maintain the residence, ensuring cleanliness and organization according to the resident’s preferences.
• Handle resident laundry, pressing, and dry‑cleaning services in coordination with valet service.
• Deliver packages and items directly to the residence or store them securely in the lobby, as per resident preferences.
• Monitor and address any technical or maintenance issues, reporting them to the appropriate departments.
• Coordinate and assist with packing and unpacking of resident belongings.
• Be knowledgeable about local attractions and assist residents with booking and reservations.
• Participate in resident gatherings organized at the Residence Lounge to foster community and gather feedback.
• Conduct site inspections and in‑residence orientations for potential new residents.

Departure

• Coordinate a smooth check‑out process, including settlement of accounts and collection of payments.
• Assist with packing and ensure all belongings are prepared for departure.
• Prepare and present departure gifts to the residents.
• Conduct a final inspection of the residence and report any issues to the appropriate department.

Communication and Reporting

• Maintain and update guest profiles with observed preferences and feedback.
• Communicate resident preferences, operational points, and any issues encountered during briefings and handovers.
• Ensure a smooth handover between shifts, with detailed logs and updates.

Support and Collaboration

• Assist other departments, such as Housekeeping, Concierge, In Room Dining, and Food and Beverage, as needed.
• Provide courteous, professional, and efficient service at all times.
• Participate in site inspections and in‑residence orientations for new residents.
• Resolve resident complaints promptly and to their satisfaction.
• Monitor and track any preferences, glitches, and other operational points encountered.

General Responsibilities

• Perform job functions with attention to detail, speed, and accuracy.
• Prioritize, organize, and follow up effectively.
• Remain calm and resolve problems using good judgment.
• Follow directions thoroughly and understand resident service needs.
• Work cohesively with co‑workers as part of a team.
• Maintain confidentiality of resident information and pertinent hotel data.
• Provide a courteous, professional, efficient, and flexible service at all times.
• Be well groomed, clean, and pleasant.
• Report for duty on time in accordance with company policy and adhere to grooming standards.
• Have a full knowledge of the company philosophy, core values, responsibilities, and daily activities.
• Be well‑informed about all hotel facilities such as Spa, Restaurants, and Gym.
• Register all information, updates, and instructions learned during the day before leaving the office.
• Follow all guest needs until completed to total satisfaction and Rosewood Standards.
• Fill in the daily guest report and ensure any pending items at the end of a shift are handed over.
• Keep the resident’s agenda on a daily basis and track their location and plans.
• Welcome residents by the main entrance depending on the time.
• Regularly update the guest's movement, activities, plans, F&B orders, special amenities, allocation changes, and room moves.
• Offer residence orientation to arrival residents following all Forbes, LQA, and Rosewood standards.
• Extend special attention to residences occupied by families, respecting cultural preferences.
• Offer services of unpacking and packing luggage.
• Take care of resident’s laundry, pressing, and dry‑cleaning in coordination with valet service.
• Maintain resident rooms and wardrobes in a neat and tidy fashion.
• Arrange and refill the fruit basket and amenities for arrivals according to the resident’s wishes.
• Clean and polish all cutlery, glasses, dishes, and napkins in the residences prior to resident arrivals.
• Polish resident shoes as per set standards.
• Deliver residents’ mail and messages promptly.
• Inform the housekeeping department of the desired time for cleaning.
• Be fully conversant with all services and facilities offered by the hotel.
• Stay updated on new promotions, menu changes, scheduled in‑house activities, daily house counts, and expected arrivals and departures.
• Assist in arranging medical assistance when needed.
• Have a thorough understanding of the use of equipment and techniques such as silverware and chinaware maintenance.
• Be the main contact for residents and the hotel during residences receptions and dinner parties.
• Prepare arrival and departure gifts for residents.
• Perform all duties with priority and dedication.
• Monitor operating supplies and reduce spoilage and wastage.
• Host and welcome all residents graciously and politely.
• Serve residents in a calm, discrete, and courteous manner, respecting timing standards.
• Support other departments such as Housekeeping, Concierge, In Room Dining, and Food and Beverage.
• Operate and coordinate with relevant departments the in and out of the residence to optimize service while the resident is away.
• Keep a critical eye during residences inspections and report any default equipment.
• Anticipate resident needs, respond promptly, and acknowledge all residents, however busy or whatever time of day.
• Be flexible in attitude, approach, and working hours to accommodate varying business levels.