Company Overview

Sir H.N. Reliance Foundation Hospital & Research Centre is a premier 345-bed multi-speciality hospital in Mumbai, renowned for advanced healthcare services and patient-centric values. The institution is equipped with state-of-the-art facilities and a legacy of excellence in delivering high-quality care across various specialities.

Job Title: Butler

Function: Hospitality & Patient Experience (HNH)

Sub-Functional Area: Operations

Department: Patient Relationship

Reports To: F&B Manager

Location: Sir H N Reliance Foundation Hospital, Charni Road

1. Job Purpose

To deliver personalized, high-touch services ensuring an exceptional experience for VIP patients and their families in premium suites (Presidential, Grand, Junior). The Butler acts as a single point of contact, coordinating all non-clinical needs and ensuring comfort, privacy, and satisfaction throughout the patient’s stay.

2. Key Responsibilities

Customer Service

• Serve as the primary liaison for VIP patients and relatives for all service requirements.
• Ensure seamless coordination with clinical and non-clinical departments for a stress-free stay.
• Maintain discretion and confidentiality at all times.

Financial

• Ensure accurate billing for all services.
• Raise A&G approvals for non-chargeable items promptly.

Operational Excellence

Pre-Arrival

• Collect detailed patient preferences (dietary habits, allergens, cultural needs).
• Prepare suite amenities and ensure readiness of room and pantry.
• Coordinate with housekeeping, engineering, and security for pre-arrival checks.

On Arrival

• Warmly welcome patient and family; provide orientation of room facilities.
• Assist with luggage handling and settling in.
• Confirm preferences and environmental settings (room temperature, lighting).

During Stay

• Act as concierge for hospital services: doctor appointments, billing, scheduling.
• Monitor patient satisfaction and proactively resolve concerns.

Food & Beverage

• Liaise with dieticians to align meals with clinical requirements and patient preferences.
• Ensure timely and hygienic delivery of meals.
• Maintain food presentation standards and correct serving temperatures.
• Provide personalized dining experience for every meal.

Other Duties

• Maintain suite standards in collaboration with housekeeping and engineering.
• Ensure privacy and security protocols are strictly followed.

Administrative

• Manage pantry upkeep and inventory.
• Maintain hygiene records, butler logbook, allergen board.
• Handle amenity requisitions efficiently.

3. Competencies

Core Competencies

• Patient-Centric Approach
• Integrity & Confidentiality
• Team Collaboration
• Adaptability & Innovation

Functional Competencies

• Expertise in guest preference management.
• Strong knowledge of menus and dietary guidelines.
• High standards of grooming and hygiene.
• Crisis management and emergency response awareness.

4. Unique Attributes

• Background in luxury hospitality or healthcare F\&B services.
• Willingness to work in rotational shifts.
• Exceptional communication and interpersonal skills.
• Professional grooming and polished demeanor.
• Ability to handle high-pressure VIP requests with agility.

5. Education & Experience

Education

Mandatory: Graduate – Hotel Management degree.

Experience

• Mandatory: Minimum 2 years in F&B service in a 5-star facility.
• Preferred: Prior experience in butler service or luxury hospitality.