Company Description Mercure Dubai Barsha Heights - Hotel Suites & Apartments offers a spacious, apartment-style living experience combined with a variety of exceptional facilities and services. Guests can enjoy amenities such as a pool for relaxation and easy access to renowned shopping destinations like Mall of the Emirates, Ibn Battuta Mall, and Dubai Marina Mall. Conveniently located on Sheikh Zayed Road, the hotel provides easy access to business hubs like Media City, Internet City, and Knowledge Village, catering to both leisure seekers and business travelers.
Role Description The Butler is responsible for delivering exceptional, personalized luxury service to assigned guests, ensuring an outstanding guest experience throughout their stay. The role serves as the main point of contact for VIP and long-stay guests and coordinates with all hotel departments to anticipate and fulfil guest needs with discretion, professionalism, and efficiency.
KEY RESPONSIBILITIESGuest Experience & Personalization • Act as the single point of contact for assigned guests throughout their stay. • Welcome guests upon arrival, provide room orientation, and explain hotel facilities and services. • Anticipate guest needs and proactively offer assistance. • Maintain and update guest preferences and profiles accurately. • Handle guest complaints and service recovery promptly and discreetly. In-Room Service & Dining • Coordinate and provide in-room dining service, afternoon tea, beverages, and private dining when required. • Set up rooms for special occasions (birthdays, anniversaries, VIP amenities, romantic arrangements). • Ensure proper food presentation, table setting, and service etiquette. • Monitor minibar and guest supplies and coordinate replenishment. Luggage, Wardrobe & Room Management • Assist guests with unpacking and packing luggage upon request. • Organize wardrobes and coordinate pressing, laundry, and dry-cleaning services. • Conduct daily room inspections to ensure cleanliness, comfort, and functionality. • Coordinate maintenance issues with Engineering and Housekeeping. Coordination & Operations • Liaise with Front Office, Concierge, Housekeeping, Engineering, and F&B teams to fulfill guest requests. • Arrange transportation, restaurant reservations, spa bookings, tours, and special services. • Ensure timely completion of all guest requests and follow up on satisfaction. VIP Handling & Confidentiality • Deliver service to VIP and VVIP guests with the highest level of professionalism and discretion. • Maintain strict confidentiality of guest information, preferences, and activities. Standards, Safety & Compliance • Follow all hotel SOPs, luxury service standards, and brand guidelines. • Adhere to food safety, hygiene (HACCP), and health & safety policies. • Maintain immaculate grooming and uniform standards at all times. Qualifications Bachelor’s degree or Diploma in Hospitality Management, Hotel Restaurant Management, Business Administration, or related field. Professional Certification in Bar tendering/Mixology or Beverage Management (advantage) Food Safety & Hygiene certification (HACCP or equivalent) Knowledge of UAE alcohol licensing regulations and local Strong Customer Service and Communication skills Proficiency in Food & Beverage operations and management Ability to lead staff through effective Training and mentoring Experience in developing and executing Sales strategies Good organizational and problem-solving skills Knowledge of food safety and hygiene standards Previous experience in a similar role in the hospitality or bar industry Proficiency in English; additional languages are a plus Experience:Minimum 4-6 years of experience in bar operations with hotels, fine dining restaurant, lounges, or sports bar.2-3 years managerial role leading a bar team
Proven experience in:- Beverage menu development and costing,- Inventory control and supplier management- Budgeting, cost and supplier management- Staff training, scheduling. and performance management- Opening new outlets or re-launching bar concepts (advantage)
Skills & Competencies:· Strong knowledge of cocktails, spirits, wines, beers, and beverages trends· Ability to analyze sales report, control wastage, and manage beverage cost percentage· Strong knowledge of hygiene, HACCP, and safety standards· Proven ability to lead, coach, and motivate multicultural teams· Guest-focused mindset with strong service recovery skills· Ability to drive upselling and create premium guest experiences· Creative in developing promotions, events, and signature drink concepts
Our Values: We expect all our employees to demonstrate and promote our values:· Great Passion· Sustainable Performance· Spirit of Conquest· Innovation· Trust· Respect