Head Butler

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

Guest Experience & Service Excellence

• Serve as the principal point of contact for VIP, government, long-stay, and other distinguished guests.
• Personally oversee and curate the complete guest journey, from pre-arrival to departure, ensuring every stay is seamless, personalized, and memorable.
• Lead and coordinate Butler in Residence services, maintaining personal accountability for the guest experience throughout the stay.
• Personally engage with arriving and departing guests, ensuring a warm and unforgettable welcome and farewell.
• Lead service recovery efforts for complex, sensitive, and high-profile guest situations with confidence, empathy, and professionalism.
• Monitor guest feedback across all channels and transform insights into impactful service improvements.

Brand & Operational Leadership

• Maintain expert-level knowledge of Butler Service Standard Operating Procedures and continuously evolve best practices.
• Ensure full compliance with Raffles Brand Standards, Forbes Travel Guide requirements, Leading Quality Assurance (LQA) standards, and global ultra-luxury hospitality benchmarks.
• Possess comprehensive knowledge of all departmental operating systems and ensure they effectively support service delivery.
• Demonstrate a thorough understanding of the hotel's facilities, services, guest offerings, and competitive market environment.
• Drive consistency and excellence in the execution of Butler standards throughout the hotel.
• Embody and champion the Raffles brand personality in every interaction:
  • Charming
  • Graceful
  • Thoughtful
  • Welcoming

Leadership & Talent Development

• Lead, inspire, and develop a high-performing Butler Service team through coaching, mentoring, and continuous development.
• Foster a culture of ownership, accountability, engagement, and service excellence.
• Oversee recruitment, onboarding, succession planning, and retention of Butler team members.
• Conduct performance evaluations and provide regular coaching, recognition, and development feedback.
• Protect the integrity of the Butler role, ensuring team members remain focused on delivering exceptional guest experiences.
• Conduct monthly departmental meetings to review performance, quality standards, guest feedback, and team engagement.
• Champion continuous learning and actively lead departmental training and development initiatives.

Hotel Collaboration & Culture

• Champion the "We Are All Butlers" philosophy as a hotel-wide mindset in partnership with the Director of Rooms and the Executive Leadership Team.
• Collaborate closely with all departments to ensure a seamless and integrated guest journey.
• Promote a culture where every colleague understands their role in creating exceptional guest experiences.
• Maintain a highly visible presence within the hotel, remaining accessible to both guests and colleagues.

Commercial & Strategic Responsibilities

• Drive the department's contribution to guest satisfaction, occupancy, ancillary revenue, and the overall commercial success of the hotel.
• Support experience packaging, upselling initiatives, and revenue-generating opportunities that enhance guest value.
• Prepare and present departmental performance reports, forecasts, and quality improvement initiatives.
• Analyze guest feedback and operational data with both emotional intelligence and commercial awareness.
• Oversee colleague scheduling, manpower planning, and payroll management in accordance with business levels and operational requirements.
• Ensure compliance with Accor policies and all health, safety, and security standards.

Qualifications

• A minimum of 5 years' management experience within Butler Service, Front Office, Guest Relations, or Rooms Division in a luxury or ultra-luxury hotel environment.
• Previous experience with internationally recognized luxury hotel brands is highly preferred.
• Strong knowledge of Forbes Travel Guide Standards, LQA assessments, and luxury hospitality service excellence.
• Demonstrated success in leading and developing high-performing teams.
• Exceptional communication, interpersonal, and leadership skills.
• Proven ability to build strong relationships with VIP guests and stakeholders.
• Strong business acumen with experience in budgeting, forecasting, workforce planning, and revenue enhancement.
• Excellent problem-solving and decision-making skills.
• Fluency in English is essential; additional languages will be an advantage.

Additional Information

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.