Butler Manager

Company Description
Raffles is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance and residential charm. Raffles Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market and rated among the very best in the world.

Job Description

1. Lead and guide Butler team to provide best service to guests.
2. Ensure strong leadership practices to actualize an individualized approach to motivation and recognition processes.
3. Transfer knowledge and responsibility to other team members to improve the team experience and create a shadow cabinet.
4. Manage and supervise tasks of the department to ensure guests receive prompt, cordial attention and personal recognition.
5. Ensure guests receive the experience as detailed in SOPs, quality standards and aims to achieve the scores and goals set by management.
6. Implement departmental strategies and action plans in accordance with the hotel’s strategic and sales plans.
7. Accountable to drive and create action plans for Butlers’ performance in audits and KPIs.
8. Conduct comprehensive monthly departmental meetings to include a review of procedures and events.
9. Plan operational procedures and organize recruitment.
10. Plan the budget and the yearly revenue target.
11. Conduct statistical, performance and forecast reports.
12. Practice up-selling of the hotel products and facilities.
13. Proactively handle any arising guest issues, coordinate and manage communication between guests and staff and follow up to ensure complete service recovery.
14. Direct work assignments of all staff under direct supervision and coordinate with other operating departments on matters related to Butler operations.
15. Schedule weekly department shifts according to occupancy, VIPs, and training plans. Organize leaves of absence and follow up on forms.
16. Work on improvements on the quality of product and services.
17. Provide regular feedback for all staff under direct supervision and ensure they receive recognition based on performance evaluations.
18. Analyze guest feedback and provide strategic direction to continuously improve overall rating.

Qualifications

1. University Degree.
2. At least 5 years of experience in a managerial role.
3. Extensive knowledge of Butler Program.

Additional Information

1. Oral and written fluency in English.