Chief Butler / Director of Butler Operations

The Chief Butler is the visionary leader of the Butler department setting the tone and standard for ultra-luxury emotionally resonant guest service. As the highest-ranking Butler position the Chief Butler leads all aspects of Butler operations acting as both strategist and coach elevating service standards to world-class levels while embodying poise empathy and discretion.

With deep cultural fluency and an absolute luxury mindset the Chief Butler inspires a team of Butlers and the Butler Manager to deliver highly personalized anticipatory experiences tailored to an international clientele. This role integrates refined service regional expertise and operational mastery ensuring every guest touchpoint is aligned with Forbes 5-Star Leading Quality Assurance (LQA) and brand SOPs.

The Chief Butler drives innovation maintains the elegance of tradition and ensures that each guest feels personally seen understood and valued. This position also plays a strategic role in experience design guest engagement revenue generation and team development.

Primary Responsibilities

Executes Core Tasks

• Oversees end-to-end Butler service from pre-arrival to departure ensuring world-class standards in suite readiness amenities service rituals and personalized guest experiences.
• Ensures flawless execution of daily operations through suite inspections VIP engagements and service experience design.
• Aligns Butler services with Accor values: Guest Passion Trust Sustainable Performance Spirit of Conquest Innovation and Respect.
• Directs and participates in service recovery with a focus on Forbes 5-Star LQA HACCP and guest satisfaction KPIs.

Experience and Revenue Innovation

• Owns and manages the Butler Departments annual Budget CAPEX planning P&L accountability and monthly Forecasts.
• Partners with Sales & Marketing to develop and execute revenue-generating upsell programs private dining concepts curated luxury packages and branded collaborations.
• Drives Butler-led experiential revenue through in-room rituals bespoke services exclusive cultural immersions and city discovery experiences.
• Maintains close relationships with vendors artisans and regional tastemakers to enrich the departments experiential offerings.
• Explores internal and external opportunities for luxury enhancements lifestyle partnerships and market-relevant innovation.

Management and Leadership

• Leads recruitment onboarding and development of a world-class Butler team with emotional intelligence service intuition and unwavering commitment to excellence.
• Conducts ongoing training in luxury etiquette Forbes 5-Star standards LQA requirements service culture and operational precision.
• Coaches the Butler Manager and senior team to drive ownership creativity and leadership maturity.
• Monitors individual and team performance; conducts regular appraisals provides developmental feedback and drives high colleague engagement and morale.
• Develops SOPs and service sequences that reflect innovation consistency and luxury service ethos.

Improves Quality of Product and Services

• Acts as the senior escalation point for guest concerns and ensures proactive resolution with discretion empathy and timeliness.
• Champions service audits hygiene compliance and safety standards including WSH HACCP and guest confidentiality protocols.
• Leads quality assurance processes and guides the Butler team in maintaining audit readiness and continuous improvement.
• Supports sustainability CSR programs and local community engagement in line with hotel and corporate objectives.
• Performs any other duties and responsibilities that may be assigned.

Qualifications :

Candidate Profile

Knowledge and Experience

• Diploma or Degree in Hotel or Tourism Management.
• Minimum 8 years of relevant experience in ultra-luxury hospitality with at least 5 years in a senior leadership role.
• Strong Butler and Front Office background.
• Proven experience managing budgets CAPEX and P&L.
• International experience or exposure to global luxury standards.

Competencies

• Excellent communication in English; fluency in an additional language is a plus.
• Outstanding leadership interpersonal and coaching skills.
• Financial acumen with strong analytical and strategic planning capabilities.
• High emotional intelligence and cultural sensitivity.
• Expert in luxury service standards (Forbes 5-Star LQA).
• Visionary mindset with strong execution skills.
• Creativity experiential innovation and local market insight.
• Discreet polished and personally aligned with luxury and sophistication.
• Strong crisis management and service recovery skills.
• Hands-on leader with a guest-centric and team-empowering philosophy.

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/Childrens Education.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.

Remote Work :

No

Employment Type :

Full-time