JOB DESCRIPTION
JOB TITLE: Butler
AREA/DEPARTMENT: Rooms Division / Housekeeping
JOB BAND: 8
HOTEL LEVEL: IV - V
REPORTS TO: Executive Housekeeper
POSITIONS SUPERVISED: Nil
JOB SCOPE: Under the general direction of the Executive Housekeeper, and
within the limits of established InterContinental Hotels Group
policies and procedures, provide a highly personalized valet
service. Promotes the desired work culture around the five core
values of Trust, Integrity, Respect, One Team and Service of
the InterContinental Hotels Group and the brand ethos.
TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set
out in the Job Description to the required standards.
Signature: ……………………………………………………………………………………………
Date: ………………….
Copyright InterContinental Hotels Group
Last Updated: June 1, 2025
Page 1 of 3
Key Responsibilities
Get to know the guest personally and recognize their preferences in food and beverage and how they like their
things kept in the room
Anticipates the guests needs and acts accordingly
Oversees the service of in room food and beverage and it’s speedy clearance
Pays attention to details such as:
o Placing the slippers at the bedside
o Pajamas folded at the foot of the bed in the evening
o Newspaper folded on the morning tea tray
o Replenishing stale amenities, etc.
Provides guest assistance in every possible way such as:
o Getting the guest stamps
o Organize a sight seeing tour
o Suggesting where they can make purchases
o Folding and unfolding clothes for packing
o Checks rooms to ensure presentation standards are accurate to the very detail
o Polish shoes, using the correct polish / shade
o Replenishes the mini bar and simultaneously places the amenities in guestrooms
o Provides fresh cold water, ice, tea and coffee regularly throughout the day
Has thorough knowledge of hotel facilities including the timings, charges, cuisine served in different outlets and offer
assistance to place orders
Has good knowledge of the city to be able to offer suggestions if required
Checks for lost and found items immediately on check out and return the same to the guest before he checks out
Has the ability to coordinate with the guest in order to meet his needs efficiently
Coordinates with
o Room service - on F&B service to the guest
o Other F&B outlets - for reservations and other information for the guest
o Reception - for arrival list in order to serve the welcome drink
o Front Office Cashier - for the bill to be kept ready
o Concierge - for baggage coordination and newspaper requirement or any other requirement that needs to
be brought from outside
o Reservations - to make reservation for the guest in other properties
o Housekeeping - to get the room cleaned when the guest is out of the room and provide extra amenities like
additional towels, soap etc.
Maintains a guest service sheet which is a record of guest requests and handled by him or passed on to any other
person / department
Reports any health or safety hazards to the Executive Housekeeper
Ensures that all duties are carried out in line with the Hotel Policy with high standards of personal appearance,
personal hygiene correct uniforms and name badges as outlined in the staff handbook
Complete other responsibilities as assigned
Occupational Health and Safety Responsibilities
Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and
within OH&S guidelines
Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and
sensibly
Initiate action to correct a hazardous situation and notify supervisors of potential dangers
Log security incidents and accidents in accordance with hotel requirements
Key Competencies Key Tasks
Taking Responsibility Strive for constant improvement and take responsibility for your own performance
Adhere to InterContinental Hotel Group Corporate Code of Conduct
Adhere to Hotel Handbook and general policies and procedures
Adhere to Housekeeping Policies and Procedures
Report problems to Management with suggestions for resolution
Understanding My Job Clarifies own job responsibilities and looks for opportunities that will increase skills
and job knowledge
Copyright InterContinental Hotels Group
Last Updated: June 1, 2025
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Understands how their role fits with others and contributes to the success of business
Understands the hotel’s facilities, products and services
Provides information when requested and promotes hotel’s services, facilities and
special events
Implements department procedures and policies as needed
Customer Focus Build and maintain positive relationships with all internal customers and guests in
order to anticipate their needs
Anticipate guest needs, handle guest enquires, and solve problems
Create a positive hotel image in every interaction with internal and external customers
Adhere to hotel brand standards
Maintain a high level of product and service knowledge in order to explain and sell
services and facilities to guests
Assist guests and escort them to locations within the hotel at their request
Maintain knowledge of special programs and events in the hotel in order to recognize
and respond to guests needs
Maintain current Hotel information to be able to provide information to guests
Teamwork Demonstrate co-operation and trust with colleagues, supervisors, teams and across
departments
Communicate well to ensure effective shift hand-overs
Actively participate in organised meetings
Interact with department and hotel staff in a professional and positive manner to foster
good rapport, promote team spirit and ensure effective two way communication
Adaptability Be open to new ideas and make changes in the job and routine as required
Work in line with business requirements
Complete tasks as directed by Management
Developing Self Develop/update skills and knowledge (internally or externally) to reflect changed
technology or changed work requirements
Seek feedback on areas of shortfall
Maximize opportunities for self development
Reliability Ensure that your work quality meets the standards required and complete tasks in a
timely and thorough manner with minimum supervision
Follow standards, policies and procedures
Meet hotel attendance and grooming standards
Cultural Awareness Work effectively with customers and colleagues from different viewpoints, cultures and
countries
Copyright InterContinental Hotels Group
Last Updated: June 1, 2025
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