Position Overview
The Butler is a dedicated ambassador of the Hotel, responsible for delivering highly personalized, discreet, and anticipatory service to VIP and suite guests. Acting as the main point of contact throughout the guest journey, the Butler ensures an exceptional, seamless, and memorable experience in line with the Hotel’s luxury standards and service philosophy.
Main Activities
• Providing a warm, elegant, and professional welcome to guests, overseeing all aspects of their stay from pre-arrival stage to post departure.
• Anticipating guest needs and preferences, proactively offering bespoke services and personalized solutions.
• Coordinating closely with Front Office, Housekeeping, Maintenance, Concierge, Food & Beverage, and Spa departments to ensure flawless service delivery according to SOPs.
• Assisting guests with unpacking, packing, wardrobe care, pressing, and in-room dining arrangements when required.
• Managing guest requests, inquiries, and special arrangements in a timely, discreet, and efficient manner, ensuring full satisfaction.
• Monitoring room readiness, amenities, and presentation, ensuring consistent five-star luxury standards.
• Handling guest feedback and reporting any concerns or complaints immediately to the Butler Supervisor, Front Office Manager, or relevant Department Head.
• Promoting and upselling hotel services, facilities, and exclusive experiences to enhance guest satisfaction and maximize revenue.
• Maintaining detailed knowledge of guest preferences, Hotel services, facilities, events, pricing, and local attractions.
• Managing administrative tasks related to guest profiles, preferences, and service follow-ups.
• Responding calmly and professionally to emergencies, including medical incidents, fire alarms, or guest disturbances.
• Ensuring continuous compliance with Hotel standards, grooming policies, confidentiality requirements, and Health & Safety procedures.
• Liaising with external service providers, local authorities, or emergency services when necessary.