Job Description

To oversee and coordinate the day-to-day operations of the Butler Department, ensuring the highest level of personalized service for all residents. The Head Butler supports the Guest Experience Manager in departmental planning and promotes a strong service culture aligned with the company’s core values and brand standards.

Key Responsibilities

Operations & Service Excellence

• Maintain full awareness of all Butler Department operations and supervise daily tasks performed by the team.
• Allocate and coordinate work assignments for both supervisory and non-supervisory Butler staff.
• Monitor service delivery to ensure residents receive prompt, courteous, and personalized service at all times.
• Liaise closely with other operating departments- particularly Front Office, Housekeeping, Engineering, Laundry, Sales, Food & Beverage, and Reservations- to ensure seamless service delivery and accurate guest information, including VIP status and resident preferences.
• Schedule and conduct routine inspections, personally or in coordination with supervisors, of all Butler areas, including occupied and vacant rooms.
• Regularly inspect resident rooms and pantries to ensure amenities, preferences, and special requests are delivered flawlessly.
• Ensure effective control of resident supplies and consumption.
• Assist in monitoring and enforcing procedures related to lost and found, key control, security, emergency response, and health and safety.
• Ensure full compliance with Forbes Travel Guide and LQA standards.
• Identify and maximize upselling opportunities while ensuring hotel products and facilities are optimally utilized by residents.
• Ensure repeat residents are personally met and greeted daily, and that guest profiles are accurately updated.
• Ensure long-stay residents, VIPs, special-attention guests, and celebration guests receive enhanced and personalized service.
• Maintain clear and consistent communication between the Butler team and the Guest Experience Manager.
• Ensure the Guest Experience Manager is fully informed of all daily tasks, assignments, and operational matters within the Butler Department.
• Perform related duties and special projects as assigned.

People Management & Training

• Promote a positive work culture and ensure adherence to the core values and brand dimensions of Raffles The Palm.
• Supervise staff appearance, discipline, performance, and efficiency, taking corrective action where required.
• Provide ongoing feedback, coaching, and recognition to Butler team members.
• Conduct regular training sessions and role-play exercises to reinforce service standards, procedures, and guest interaction skills.
• Support the identification of training needs and assist in the implementation of development plans.

Human Resources Responsibilities

• Support the Guest Experience Manager in ensuring departmental productivity and service excellence.
• Assist with workforce planning and future staffing requirements.
• Participate in recruitment in line with company guidelines.
• Support the preparation and delivery of induction programs for new and supervisory Butler staff.
• Maintain up-to-date, guest-focused departmental SOPs and ensure consistent implementation.
• Provide input for probationary reviews and formal performance appraisals.
• Coach, counsel, and discipline staff in a fair and constructive manner.
• Foster effective communication and strong working relationships across departments.
• Assist in preparing efficient Butler rosters in compliance with labor laws and company policies.

Financial Responsibilities

• Support the Guest Experience Manager in budget preparation and cost control.
• Assist in monitoring departmental expenses to ensure performance within budget.
• Contribute to the preparation of departmental forecasts and Rooms Division planning.

Occupational Health & Safety Responsibilities

• Demonstrate full awareness of occupational health and safety policies and ensure compliance at all times.
• Adhere to duty-of-care obligations and relevant health and safety legislation.
• Maintain knowledge of property safety, first aid, fire, and emergency procedures.
• Take immediate action to address hazardous situations and report potential risks to management.
• Record and report all security incidents and accidents in accordance with hotel requirements.

Qualifications

• Degree from School for Tourism & Hotel Management
• Minimum 3 – 5 years’ relevant experience with at least 2 year at a supervisory level

Personal Attributes

• Good organizational skills
• Good level of engagement with residents
• Ability to manage a multi-cultural workforce
• Excellent leadership & communication skills
• Display high levels of integrity, dedication and support for continuous improvement
• Flexible management style to meet the challenges of a changing work environment
• Good knowledge of the entire Butler Service Operations
• Must be a self-starter, coach & mentor who can motivate the Team to perform their best
• Knowledge of Opera Property Management System preferred
• Ability to ensure security and confidentiality of guest and hotel information
• Ability to work with constant interruptions with a high degree of professionalism
• Ability to prioritize and organize work assignments; delegate work