Assistant Head Butler

The PositionThe Assistant Head Butler is responsible for supporting the Head Butler in overseeing all aspects of the Butler Services department ensuring the highest levels of personalized guest service in alignment with Raffles standards of luxury and excellence. This role is both operational and administrative focused on team leadership guest satisfaction training and quality assurance.GUEST EXPERIENCE AND SERVICE EXCELLENCEEnsure the flawless execution of the Raffles Butler Service across all touchpointsPersonally greet VIP and longstay guests and ensure their preferences and expectations are met or exceededEnsure the butler team observes and collects guest preferences and interests to facilitate the personalization of their experienceCreate magic with the teamAct as a primary contact for Butler-related guest issues or special requests handling them promptly and professionallyEnsure that Butlers deliver the Raffles touch by exceeding the residents expectations and providing proactive personalized serviceTeam Leadership & TrainingSupervise daily operations and allocate butlers according to business levels and guest requirementsSupport the recruitment onboarding and continuous training of butler team membersConduct regular coaching training and performance evaluations to ensure consistent luxury serviceLead by example and foster a culture of engagement empowerment and attention to detailProvides an environment which is congenial and ensure that all team members receive unbiased supervision.Ensures that butlers receive appreciation for their efforts in the form of regular feedback and recognitionEnsure that up selling is optimized and hotel products and facilities are utilized to the utmost by all residentsEnsures that long staying residents/ special attention residents/ occasion celebrating residents are given greater importance and are taken care of exclusivelyOPERATIONAL SUPPORTAssist in the development and implementation of SOPs and service standardsMaintain updated records of guest preferences incidents and feedback in coordination with the Guest Experience and Front Office teamsOversee stock control for butler supplies and amenities ensuring availability and cost controlEnsure cleanliness readiness and presentation of all butler pantries and guest arrival spacesAssists in monitoring and controlling relevant procedures including lost and found key control security and emergency procedures health and safety for employees and residentsInspects rooms and pantries on a regular basis to ensure amenities preferences and other such points are taken care of and carried out flawlesslyCOORDINATION AND COMMUNICATIONLiaise with Housekeeping Food & Beverage InRoom Dining and Engineering to coordinate seamless guest experiencesConducts daily briefings and ensures each shift has a briefing done before butlers go to the floorSupport the Head Butler in planning for VIP arrivals special occasions and guest itinerariesAct as the department head in the absence of the Head ButlerOccupational Health and Safety ResponsibilitiesDemonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelinesBe aware of duty of care and adhere to occupational health and safety legislation policies and proceduresBe familiar with property safety first aid and fire and emergency procedures and operate equipment safely and sensiblyInitiate action to correct a hazardous situation and notify supervisors of potential dangersLog security incidents and accidents in accordance with hotel requirements.QualificationsBachelor Degree from School for Tourism & Hotel ManagementMinimum two / three years experience as a Butler with at least 2 years at the supervisory levelStrong leadership organizational and interpersonal skillsFluent in English; additional languages are an advantageHigh attention to detail with a warm discreet and refined service approachFlexibility to work varied shifts including evenings weekends and holidaysAdditional InformationPERSONAL ATTRIBUTESAbility to work cohesively with coworkers and managers as part of a teamAbility to be attentive to guest needs remaining calm and courteous at all timesAbility to promote positive relations with hotel guests as well as the teamActs with integrity dedication and support for continuous improvementGood knowledge of the entire Front Office OperationsMust be a selfstarter coach & mentor who can motivate the Team to perform their bestAble to exercise good judgment with difficult guests & the teamUnderstanding and ability to work in a multicultural environmentRemote WorkNoEmployment TypeFulltime#J-18808-Ljbffr