The Butler Manager assists the Director of Butler Operations in the overall management of the Butler team. A person who is intuitive, meticulous, organized, good listener, exuberate warmth, strong motivator, leader by example, residents and colleagues engaging that ultimately drives high colleague engagement through passionate and committed Butlers. Skillful and experienced in Butler and Front Office tasks, confident in addressing guest feedback and constantly seeking new ways to create experiences that are astounding and superlative.
Primary Responsibilities
Executes Core Tasks
- Conducts regular inspections of arrival suite set-up, in-house suites, amenities delivery, special occasion setups, and departure arrangements to ensure readiness and compliance with luxury standards.
- Consistently engages with guests during arrival, throughout their stay, and upon departure to build personal connections and anticipate needs.
- Supports the creation and execution of bespoke experiences by coordinating with hotel departments and external partners.
- Ensures complete follow-up on guest feedback, preferences, and service recovery cases, logging relevant information for personalization.
- Oversees in-shift inventory, operating supplies, and equipment readiness, reporting maintenance or replenishment needs to the Head Butler.
- Acts as a shift leader for the Butler team, guiding service delivery and addressing immediate operational needs.
- Supports the Head Butler in ensuring that Butler operations align with Accor Hotels values – Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.
Management and Leadership of the Butler team
- Supports the Director of Butler Operations in driving Butler team performance in guest satisfaction, Forbes/LQA audits, and internal KPIs.
- Assists in preparing duty rosters and ensuring proper 24-hour shift coverage, including adjustments for peak periods or special events.
- Provides in-shift coaching and guidance to Butlers; delivers immediate feedback and elevates team morale.
- Assists in the onboarding and familiarization of new team members, ensuring alignment with the hotel’s service culture.
- Helps identify training needs and participates in the facilitation of skills-based and service culture training sessions.
- Promotes a collaborative team environment where ideas and suggestions are welcomed; supports the review and refinement of SOPs and service sequences.
- Acts as the main operational contact in the absence of the Head Butler, maintaining service continuity and decision-making within defined limits.
- Assists in the execution of annual upsell strategies and encourages Butler participation in revenue-generating initiatives.
Improves Quality of Product and Services
- Serves as the initial escalation point for guest concerns during the shift; addresses issues calmly and escalates to the Director of Butler Operations or Lobby Manager as appropriate.
- Ensures adherence to brand Standard Operating Procedures (SOP), Raffles Local SOP (LSOP), Forbes 5-Star, and Leading Quality Assurance (LQA) service standards.
- Monitors Butler team adherence to hygiene, Work Safety and Health (WSH) standards, and guest confidentiality policies.
- Collaborates in maintaining HACCP and hygiene audit readiness across the department.
- Supports hotel-wide initiatives related to Corporate Social Responsibility (CSR), sustainability, and community engagement.
- Embraces innovation, adapts to change, and leads by example to ensure continuous service excellence.
- Performs any other duties and responsibilities that may be assigned.