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

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

Butler Manager

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