MANAGER - BUTLER SERVICES

About Seminole Hard Rock Hotel & Casino Hollywood

Seminole Hard Rock Hotel & Casino Hollywood is the flagship casino resort of Hard Rock International, owned by the Seminole Tribe of Florida. This world-renowned entertainment, gaming and hospitality destination unveiled a $1.5 billion expansion on Oct. 24, 2019.  New offerings include 638 upscale guestrooms in the first-ever Guitar Hotel, 168 luxury guestrooms and unique swim-up suites in the adjacent Oasis Tower at Seminole Hard Rock Hotel & Casino Hollywood, and 465 newly redesigned guestrooms in Hard Rock Hotel for a combined room count of 1,271 throughout the resort. Additional  amenities include the lush, “Bora Bora” style lagoon with private cabanas and butler service; a 42,000 square-foot Rock Spa® & Salon; a 13.5-acre recreational water experience for swimming, kayaking and paddle boarding; 19 dining outlets and 20 bars and lounges; an expansive gaming floor with 3,100 slots, 195 table games and a 45-table poker room; 120,000 square feet of premier meeting and convention space including a 38,000 square-foot, carpeted exhibition hall; and a 26,000 square-foot retail promenade. The highly anticipated Hard Rock Live entertainment venue with a 7,000-person capacity, will showcase A-list entertainers, comedy acts, Broadway performances, sporting events and live broadcast productions. The integrated resort is located on 87 acres of the Hollywood Seminole Reservation along State Road 7 (U.S. Highway 441), and is 10 minutes from Fort Lauderdale/Hollywood International Airport and 30 minutes from downtown Miami and Miami International Airport. For more information, visit us online at www.seminolehardrockhollywood.com, call 800-937-0010 or follow us: Facebook: SeminoleHardRockHollywood, Twitter: @HardRockHolly, Instagram: @HardRockHolly.

Benefits & Perks:

We offer rockin' benefits that include Medical, Dental, Vision & Life Insurances, 401K, Paid time off, Annual Bonus Opportunity & much more! Please visit http://www.gotoworkhappy.com/benefits to see our full list of benefits! 

Under the direction of the Director – VIP Services, it is the responsibility of the Butler Manager to coordinate the butler team to ensure VIP guests receive exceptional personalized service.  Specific functions include providing leadership, training, motivation, enthusiasm, direction and support while maintaining a team environment.  The Butler Manager must be able to take ownership of situations and create new ideas, solutions to challenges and react to guest/team member’s requests, comments and complaints with a positive attitude, empathy, humility and passion.  They are well organized and will lead the team by displaying integrity and accountability at all times.  

Essential Job Functions:

• Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures.
• Manage daily operations of the Hard Rock Butler program to include pre and post-shift meetings.
• Recruit and hire team members.
• Develop and initiate quarterly training programs to enhance guest experience and butler knowledge.
• Assess butler’s performance and provide feedback/action plan to ensure personal growth.
• Update and manage all SOPs and Butler Manual.
• Ensure standards and policies are adhere to.
• Manage weekly schedule ensuring butler coverage is based on business demands.
• Maintain health, safety and cleanliness standards in the butler pantry on level 12.
• Order supplies as needed for department operations.
• Manage stock and room inventory ensuring items are sourced, ordered and replaced in a timely manner.
• Review LMS and Respac on daily basis.
• Interact with all departments to ensure excellent communication and guest service experiences.
• Work closely with VIP Manager to ensure open lines of communication and unison within the team.
• Meet with Food & Beverage management to ensure room amenities exceed guest’s expectations.
• Coordinate with I.R.D. Management to ensure SOPs are adhered to.
• Create Banquet Event Orders (BEO) and oversee guest functions to ensure smooth synergy between support departments.
• Ensure Housekeeping is informed of daily guest activity in order to perform duties in a fast and detail oriented manner.
• Coordinate with other casino and hotel staff to ensure each guest’s experience is memorable and all aspects of the guest visit are executed flawlessly.
• Adhere to the highest levels of guest service by providing exceptional guest service that differentiates us from the competition. Ensure the day to day satisfaction of each high end guest.
• Initiate and engage guests in conversation in a professional and friendly manner while maintaining confidentiality. Approach guests regarding any needs or requests such as food or beverage.
• Respond to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous manner.
• Communicates guest preferences to provide personalized service.
• Strives to provide the best and personalized service to each and every guest.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.
• Demonstrate actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
• Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
• Performs all duties of a butler and other duties as assigned.

• College Degree preferred
• Must possess a minimum of 5 years Butler Management Service experience. Must have knowledge of MS Office to include Word and Excel.  Knowledge of LMS or similar software is preferred.
• Ability to work flexible schedules, including nights, weekends and holidays if required.
• Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
• Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
• Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional demeanor.
• Must possess excellent communication (written and verbal), guest service and interpersonal skills.
• Have the ability to quickly and accurately perform mathematical computations
• Superior problem solving, initiative, follow through and multi-tasking skills.
• Ability to maintain confidentiality.
• Proven ability in writing documentation, procedures, and training programs.
• Ability to negotiate and build relationships with diverse departments and casino personnel.
• Ability to implement strategic visions and plans into day to day operations

 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.
• The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to, second hand smoke, excessive noise and constant exposure to general public. 
• Must be able to communicate effectively with guests in English specific to position duties and responsibilities.

Closing:

The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

As part of Seminole Gaming’s employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations, prior to an offer being extended. These background checks may include, but are not limited to:

• Credit Check
• Criminal Background Check
• Drug Screen    

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Disclaimer
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).