Assistant Head Butler

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The Position

The 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 EXCELLENCE

• Ensure the flawless execution of the Raffles Butler Service across all touchpoints
• Personally, greet VIP and long-stay guests and ensure their preferences and expectations are met or exceeded
• Ensure the butler team observes and collects guest preferences and interests to facilitate the personalization of their experience
• Create “magic” with the team
• Act as a primary contact for Butler-related guest issues or special requests, handling them promptly and professionally
• Ensure that Butlers deliver the Raffles touch by exceeding the resident’s expectations and providing proactive personalized service

Team Leadership & Training

• Supervise daily operations and allocate butlers according to business levels and guest requirements
• Support the recruitment, onboarding, and continuous training of butler team members
• Conduct regular coaching, training and performance evaluations to ensure consistent luxury service
• Lead by example and foster a culture of engagement, empowerment, and attention to detail
• Provides 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 recognition
• Ensure that up selling is optimized and hotel products and facilities are utilized to the utmost by all residents
• Ensures that long staying residents/ special attention residents/ occasion celebrating residents are given greater importance and are taken care of exclusively

OPERATIONAL SUPPORT

• Assist in the development and implementation of SOPs and service standards
• Maintain updated records of guest preferences, incidents, and feedback in coordination with the Guest Experience and Front Office teams
• Oversee stock control for butler supplies and amenities, ensuring availability and cost control
• Ensure cleanliness, readiness, and presentation of all butler pantries and guest arrival spaces
• Assists in monitoring and controlling relevant procedures including lost and found, key control, security and emergency procedures, health and safety for employees and residents
• Inspects rooms and pantries on a regular basis to ensure amenities, preferences and other such points are taken care of and carried out flawlessly

COORDINATION AND COMMUNICATION

• Liaise with Housekeeping, Food & Beverage, In-Room Dining, and Engineering to coordinate seamless guest experiences
• Conducts daily briefings and ensures each shift has a briefing done before butlers go to the floor
• Support the Head Butler in planning for VIP arrivals, special occasions, and guest itineraries
• Act as the department head in the absence of the Head Butler

Occupational Health and Safety Responsibilities

• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements.

• Bachelor Degree from School for Tourism & Hotel Management
• Minimum two / three years’ experience as a Butler with at least 2 years at the supervisory level
• Strong leadership, organizational, and interpersonal skills
• Fluent in English; additional languages are an advantage
• High attention to detail, with a warm, discreet, and refined service approach
• Flexibility to work varied shifts, including evenings, weekends, and holidays

PERSONAL ATTRIBUTES

• Ability to work cohesively with co-workers and managers as part of a team
• Ability to be attentive to guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with hotel guests as well as the team
• Acts with integrity, dedication and support for continuous improvement
• Good knowledge of the entire Front Office Operations
• Must be a self-starter, coach & mentor who can motivate the Team to perform their best
• Able to exercise good judgment with difficult guests & the team
• Understanding and ability to work in a multi-cultural environment