Job Description

REQ14668 Assistant Manager, Butler Services (Open Date: 19/05/2026)

The Assistant Manager, Butler Services is responsible to oversee the daily operations of the Butler Team that provides various services to Villas and selected suites / rooms guests, such services include Food & Beverage, Housekeeping, Check-in & out, Meet & Greet, Farewell etc. and ensuring all guests are well taken care of so that they will always select our Hotel as their prefer accommodation whenever they return or visit Macau. The incumbent will lead a team of butlers and coordinate among all departments concerned to meet or exceed the expectations of the VIPs for an exclusive, complete and memorable experience.

PRIMARY RESPONSIBILITIES:

• Contribute to overall operational efficiency by performing relevant duties as assigned.
• Controls and directs the entire section organization and operation.
• Prepare the sectional duty roster and attendance record.
• Carry out the periodical staff performance evaluation.
• Conduct the sectional meeting and briefing.
• Oversee all Villa and selected suites / rooms reservations ensuring all data is collected, schedule and brief the butlers responsible for the individual ones. Ensure pre-arrival preparations are carried out as per guest preferences.
• Oversee all Villa and selected suites / rooms occupants’ itineraries ensuring the Butler team are in control of coordination and assisting with the requirements in a proper manner as per Studio City standards.
• Control all Villa and selected suites / rooms prior to guest arrival ensuring it’s prepared as per Studio City standards.
• Communicate all requests and preferences to other departments in a timely and accurate manner.
• To solve problems regarding allocation of personnel, handling of complaints, etc.
• Assist in identifying training needs, develops training plans and implements training sessions for all staff within the section on a regular basis. Work closely with departmental trainer.
• Oversee the daily movement of guest activities and be able to resolve any guest complaints and to establish an amicable relationship with guests, clients of the Hotel.
• In full control and ensure that the conditions of all the Villas and selected suites / rooms are consistently well maintained and equipped according to the company’s standard.
• Leading the team and ensure the policies, procedures and service standards are in accordance to the company standard.
• Work with the Food & Beverage Team on the menu offering for the Villas In-Room Dining.
• To provide 24/7 personalised service at the highest level befitting the set five-star standards.
• To attend to all the wants and needs of the guest.
• Meet labor manning requirements through careful planning, recruitment and scheduling of staff.
• To assist in meeting the Profit and Lost according to the budget set.
• Manage, coach and develop all employees within the department to ensure competency, performance and succession objectives are met. These include recognizing and resolving performance issues; ensuring performance reviews are conducted for all staff in accordance with the company’s Performance Management System.
• Adhere to and exhibit pro-active leadership in accordance with company’s Health and Safety policy by assuming responsibility and accountability for the health and safety of employees and for the working environment
• Adhere to and exhibit pro-active leadership in accordance with the company’s internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behaviour, and a workplace culture of equity and diversity is fostered.
• Report accidents, injuries, unsafe work conditions and / or security issues to supervisors
• Be fully conversant with all departmental Fire, Emergency, Typhoon and Bomb procedures and actively participate to internal drills on them.
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide security and safety for guests and employees.
• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Internet and Email policy
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
• Ensure that all staff’s behaviour, personal grooming and service skills are in line with Forbes standards and Melco core standards.
• Perform other reasonable job duties as assigned by management from time to time.

QUALIFICATIONS:

Experience

• Minimum of 5 years of Hotel Operations experience with minimum 3 years in supervisory role, five-star international hotel experience preferred
• Experience working as a Butler or Executive floors preferred
• Knowledge of Hotel Property Management Systems
• Knowledge of F&B, Front Desk, Concierge and Housekeeping operations
• International and China/PRC customer relations exposure
• Proficient in software packages including Word, Excel, Outlook

Education

• High school diploma or equivalent professional training

Skills / Competencies

• Displays exceptional commitment to improving customer service
• Cultural astute in order to deliver upon guest expectations
• Proven employee and customer orientation
• Provides visible leadership to employees
• Motivates others to achieve business objectives and common goals
• Ability to communicate well to all levels of management and employees
• Highly personable with an energetic approach to customer interactions
• Effective planning, organisational & execution skills
• Ability to build relations with all customers – external and internal
• Demonstrate high degree of self-discipline and diligence
• Ability to work under pressure and meet deadlines
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis, work on overtime when needed
• Fluent in both written and spoken Cantonese, Mandarin and English