The Opportunity
The Residence Butler is at the heart of the Raffles Boston residential experience, delivering highly personalized, intuitive, and discreet service that defines modern luxury living. Reporting to the Director of Residences, this role is responsible for curating and elevating every aspect of the resident journey — from pre-arrival through post-departure — ensuring seamless, bespoke experiences that reflect the legacy and elegance of the Raffles brand.
As a trusted and highly visible presence, the Residence Butler builds meaningful relationships with residents, anticipates needs with precision, and orchestrates tailored experiences across all touchpoints. This role collaborates closely with hotel operations, including Front Office, Housekeeping, Food & Beverage, and Spa, to ensure alignment, consistency, and excellence in every interaction.
What You Will Do
Luxury Service & Resident Experience
- Serves as a dedicated point of contact for residents, delivering thoughtful, anticipatory, and highly personalized service at every stage of the journey.
- Curates bespoke experiences tailored to individual preferences, occasions, and lifestyles, ensuring memorable and meaningful moments.
- Engages residents with warmth, discretion, and emotional intelligence, fostering trust, loyalty, and long-term relationships.
- Orchestrates arrivals, in-residence experiences, and departures with precision, ensuring effortless and seamless execution.
- Anticipates and fulfills resident needs through attentive observation, proactive communication, and deep understanding of preferences.
Operational Excellence & Service Delivery
- Executes all aspects of Raffles Butler service in alignment with global standards, SOPs, and local operating procedures.
- Coordinates across departments to ensure seamless delivery of services including housekeeping, in-room dining, reservations, transportation, and wellness experiences.
- Performs personalized in-residence services such as unpacking/packing, garment care, shoe care, and dining service with professionalism and attention to detail.
- Maintains accurate and detailed resident profiles, preferences, and service notes within operational systems.
- Proactively resolves service challenges and escalates concerns appropriately, ensuring timely and effective resolution.
Communication & Relationship Management
- Acts as a central liaison between residents and all hotel departments, ensuring clear communication and follow-through.
- Maintains consistent engagement with residents before, during, and after their stay, ensuring continuity and personalization.
- Partners with internal teams to align on resident expectations, preferences, and service delivery plans.
- Upholds the highest levels of confidentiality, discretion, and professionalism in all interactions.
Innovation, Upselling & Brand Contribution
- Champions the Raffles brand through delivery of distinctive, curated, and trend-forward experiences.
- Identifies opportunities to enhance the resident experience through creative service offerings and partnerships.
- Supports revenue generation through thoughtful upselling of hotel outlets, services, and experiences.
- Contributes to continuous improvement initiatives, guest recognition programs, and service innovation projects.
Standards, Safety & Compliance
- Ensures full compliance with brand standards, quality audits, and operational procedures at all times.
- Upholds health, safety, and security protocols, responding appropriately to any incidents or concerns.
- Maintains a polished personal presentation and professional demeanor reflective of a luxury environment.
- Participates in ongoing training, role plays, and development programs to continuously elevate service delivery.