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Assistant Manager, Butler Service Desk

Macao S.A.R., Macao S.A.R.
Rooms and Guest Services Operations


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Posting Date Jan 01, 2019
Job Number 18003JOG
Job Category Rooms and Guest Services Operations
Location The St. Regis Macao, Cotai Central, Macao S.A.R., Macao VIEW ON MAP
Brand St. Regis Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

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Assistant Manager, Butler Service Desk


At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.


Assist the Head Butler to oversee the Butler Service Desk Operations, to be the voice of The St Regis Butler service, coordinating all guest requests throughout St Regis. To be the Major Communication source within the Hotel and provide ultimate services for both Guests and Employees. To pro-actively drive, promote and consistently deliver high levels of warm, uncompromising and bespoke, customer service.  To foster a positive working environment especially with but not limited to all departments Front Office, Butler, HK, and Engineering to ensure fond memories of St Regis Macao.


Maintaining Guest Services and Front Desk Goals, Safety and Security, Policies and Procedures, Guest Relations, Communication, Assists Management, Working with Others, Quality Assurance/Quality Improvement, Physical Tasks, Maintenance/Security

Core work activities include:


Manages day-to-day operations, ensures the quality, standards and meets the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize, organize, and accomplish your work.

Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.

Maintain confidentiality of proprietary materials and information.

Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Address guests' service needs in a professional, positive, and timely manner..

Speak to guests and co-workers using clear, appropriate and professional language.

 Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Support all co-workers and treat them with dignity and respect.


Minimum Job requirements:


High school diploma/G.E.D. equivalent

At least 4 year of related work experience

At least 2 year of supervisory experience


Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.




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