Job 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.

• Lead and guide Butler team to provide best service to guest
• Ensure strong leadership practices to actualize an individualized approach to motivation and recognition processes
• Transfer of knowledge and responsibility to other team members to improve the team experience, and create a shadow cabinet.
• Manages and supervises tasks of the department to ensure guests receive prompt, cordial attention and personal recognition
• Ensures guests receive the experience as detailed in SOPs, quality standards and aims to achieve the scores and goals set by management
• Implements departmental strategies and action plans in accordance with the hotel’s strategic and sales plans
• Accountable to drive and create action plans of Butlers’ performance in audits and KPIs
• Conducts comprehensive monthly departmental meetings to include a review of procedures and events
• Plans operational procedures and organizes recruitment
• Plans the budget and the yearly revenue target
• Conducts statistical, performance and forecast reports
• Practices up-selling of the hotel products and facilities.
• Proactively handles any arising guest issues, coordinates and manages communication between guests and staff and follows up to ensure complete service recovery
• Directs work assignments of all staff under direct supervision and coordinates other operating departments of matters related to Butler operations.
• Schedules weekly department shift according to occupancy, VIPs, training plans. Organizes leaves of absence and follow up on forms.
• Works on improvements on the quality of product and services
• Provides regular feedback for all staff under direct supervision and ensures they receive recognition based on performance evaluations.
• Analyzes guest feedback and provide strategic direction to continuously improve overall rating

Qualifications

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

Additional Information

• Oral and written fluency in English