We invite you to join the world of luxury hospitality at Raffles Dubai as our new Butler. Butler acts as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guests and provides personalized service to ensure a flawless and memorable experience through the Raffles touch. This position reports to Butler Supervisor.
KEY RESPONSIBILITIES
- Hold thorough, practised knowledge of all Butler Service SOPs; not as rules to follow, but as a foundation from which to deliver with confidence and consistency.
- Remain fully current on Raffles Brand Standards, LQA criteria and the expectations that define five-star butler service globally.
- Maintain working proficiency across all platforms used to capture, action, and track the guest journey.
- Demonstrate accurate knowledge of all room categories, suite configurations, F&B offerings, in-house experiences, and property-wide facilities.
- Stay continuously informed on arriving guests: their profiles, histories, preferences, special occasions, and any intelligence gathered across all touchpoints.
- Remain current on local culture, seasonal events, and the area’s social landscape to serve as a credible and genuine resource for guests.
- Internalise and embody the Raffles brand personality in every interaction: Charming, Graceful, Thoughtful, and Welcoming.
- Operate as the orchestrator of the guest journey; the conductor who ensures every department plays its part at precisely the right moment.
- Own the guest relationship from pre-arrival to post-departure, not as a series of handoffs, but as a single, unbroken arc of care.
- Initiate meaningful pre-arrival contact: review profiles with intent, anticipate what has not yet been asked for, and personalise every element of the arrival before the guest lands.
- Conduct in-room check-ins and room orientations with warmth and genuine curiosity; reading each guest to determine the level of engagement they seek.
- Correspond with guests via appropriate channels – written, digital, verbal – always in the Raffles tone: considered, elegant, and never transactional.
- Anticipate needs before they are expressed. A pattern observed becomes a gesture before departure.
- Be proactively present: visible, attuned, and ready throughout the entire stay.
- Manage all guest requests with full personal accountability; coordinating across departments, tracking to completion, and following up without being asked.
- Handle complaints and service failures with ownership and composure: acknowledge, recover, and follow through until the guest's trust is fully restored.
- Inspect arrival and occupied rooms through a butler's perspective.
- Execute Raffles Rituals and special occasion set-ups with precision, creativity, and genuine care for the detail.
- Offer packing and unpacking service with the discretion and attentiveness that transforms a practical task into a considered experience.
- Monitor DND and OOO rooms with diligence, acting on welfare concerns immediately and in full accordance with SOP.
- Maintain impeccable butler notes: recording preferences, observations, and interactions in a way that serves the next encounter as richly as the current one.
- Practise genuine, knowledgeable upselling; recommending experiences, dining, and services because they are right for this guest, not to meet a metric.
- Collaborate daily with Housekeeping, Private Dining, Front Office, Engineering, Concierge, and all relevant departments; communicating with clarity, respect, and shared ownership of the guest outcome.
- Embody the 'We Are All Butlers' philosophy: treat every colleague as a contributor to the guest journey, and every interaction – internal or external – as a reflection of the Raffles standard.
- Attend shift briefings, department meetings, and training sessions with active engagement.
- Contribute to the team's culture through reliability, discretion, and a consistent willingness to support colleagues.