Company Description
Raffles Hotel Singapore is one of the few remaining great 19th century hotels in the world, perfectly preserved both inside and out, giving it an intoxicating blend of luxury, history and classic colonial design. Its distinctive architecture, legendary heritage and iconic service continue to enthrall visitors where suites, social spaces, award-winning restaurants and bars are presented for discerning travellers. No visit to Singapore is complete without a stay here, where the grand historic hotel exudes old-world grandeur infused with the unique charm of the city state.
Job Description
The Butler Communications Specialist plays a pivotal administrative and coordination role in supporting the Butler team to deliver highly personalized and meaningful guest experiences.
This position focuses on pre-arrival preparation, guest profiling, and proactive communication by reviewing guest histories, preferences, and special occasions. This role works behind the scenes to ensure that all guest touchpoints are thoughtfully curated and aligned with Raffles Hotel Singapore’s service philosophy.
Acting as a central communication and information hub, the role ensures seamless coordination between Butler, Concierge, Guest Relations, and Lobby Operations teams, enabling a consistent and elevated guest journey.
Job Responsibilities
Drive Personalised Guest Experience Through Profiling & Preparation
- Reviews daily arrivals with strong focus on VIPs, repeat guests, and special occasions.
- Analyses guest history, preferences, and behavioural patterns from available systems.
- Proactively enriches and maintains detailed guest profiles, ensuring accuracy and relevance.
- Identifies opportunities to create bespoke and meaningful experiences in collaboration with the Butler & Housekeeping team.
- Prepares structured pre-arrival briefs and guest preference summaries for operational teams.
- Proactively reaches out to guests (where appropriate) prior to arrival to ascertain preferences, special requests, and stay purpose.
- Ensures all arrangements, preferences, and expectations are clearly documented and communicated
Support Seamless Butler Operations Through Coordination
- Acts as a central coordination point for Butler-related guest arrangements and requests.
- Works closely with Sales and Marketing, Marcom, Butler, Concierge, Lobby and Guest Relations teams to ensure alignment on guest expectations.
- Coordinates with Housekeeping and In-Suite Dining teams to ensure seamless room readiness, dining setup, and service delivery.
- Facilitates the planning of in-suite experiences, celebrations, and personalized amenities.
- Maintains clear, timely, and accurate communication across all departments.
- Acts as a key link between residents and operational teams, ensuring requests are followed through efficiently.
- Answer any verbal and written guest requests, utilizing technology as appropriate, inclusive handling of room-management software
- Work behind the scenes to support front-line service excellence and contribute to a smooth, personalised, and memorable guest journey.
Ensure Excellence in Administration & Data Management
- Maintains accurate and up-to-date guest profiles, reservation notes, and correspondence.
- Ensures all guest preferences, interactions, and arrangements are properly recorded in the system.
- Manages pre-arrival communications, confirmations, and follow-ups in a structured manner.
- Supports tracking of guest preferences, behavioral trends, and experience enhancements.
- Ensures compliance with hotel policies on confidentiality, data privacy, and information security.
- Performs general administrative and clerical duties to support Butler operations.
Deals with Internal Stakeholders
- Supports the execution of upsell strategies by identifying guest preferences and collaborating with Front Office and Reservations to promote in-house services and facilities.
- Cooperates closely with In-Suite Dining and Housekeeping teams to ensure a seamless and well-coordinated in-room experience.
- Maintains strong interdepartmental collaboration to ensure consistency in guest experience delivery.
- Escalates guest concerns, service gaps, or security-related matters to the Director of Butler Operations and relevant stakeholders, taking proactive follow-up where appropriate.
Uphold Service Excellence & Quality Standards
- Ensures all guest experience planning aligns with Brand SOPs, LSOPs, Forbes Five-Star, and LQA standards.
- Supports the Butler team in delivering anticipatory, intuitive, and emotionally engaging service.
- Brief Butler team on necessary guest related handover details
- Upholds a flawless representation of Raffles Hotel Singapore’s products and services through all communications.
- Adheres to Work Safety and Health (WSH) policies and procedures.
- Aligns work practices with Accor values: Guest Passion, Trust, Sustainable Performance, Innovation, Respect, and Spirit of Conquest.
- Performs any other duties and responsibilities assigned.
Qualifications
Candidate Profile
- Diploma or Degree in Hospitality or related field
- Minimum 2-3 years of experience in Rooms Division, Reservations, Butler, or Guest Relations
- Familiarity with PMS systems (e.g. Opera) and guest profiling tools preferred
- Strong administrative and coordination experience in a luxury environment is an advantage
- Strong attention to detail with a passion for personalization
- Excellent written and verbal communication skills
- Highly organized with strong administrative discipline
- Ability to analyse guest data and translate it into meaningful, Personalized experiences
- Collaborative team player across multiple departments
- Discreet and professional in when handling confidential guest and business information
- Proactive, anticipatory mindset with strong initiative
- Comfortable working behind the scenes while contributing to front-line service excellence
- Flexible and adaptable in a dynamic hotel environment
Additional Information
Benefits of Joining Raffles Hotel Singapore
- 5-day Work Week.
- Duty Meals are provided.
- Colleagues’ Discount and/or Preferential Room Rates at worldwide Accor Hotels.
- Flexible Benefit – Dental/Optical/Vacation Expenses/Children’s Education.
- Medical and Wellness Benefit.
- Comprehensive Insurance Coverage.
- Local/Overseas Career Development & Growth Opportunities.
- Holistic Learning and Development Opportunities.
