Butler Communications Specialist

The Butler Communications Specialist plays a pivotal administrative and coordination role in supporting the Butler team to deliver highly personalized and meaningful guest experiences. 

This position focuses on pre-arrival preparation guest profiling and proactive communication by reviewing guest histories preferences and special occasions. This role works behind the scenes to ensure that all guest touchpoints are thoughtfully curated and aligned with Raffles Hotel Singapores service philosophy. 

Acting as a central communication and information hub the role ensures seamless coordination between Butler Concierge Guest Relations and Lobby Operations teams enabling a consistent and elevated guest journey. 

Job Responsibilities

Drive Personalised Guest Experience Through Profiling & Preparation

• Reviews daily arrivals with strong focus on VIPs repeat guests and special occasions. 
• Analyses guest history preferences and behavioural patterns from available systems. 
• Proactively enriches and maintains detailed guest profiles ensuring accuracy and relevance. 
• Identifies opportunities to create bespoke and meaningful experiences in collaboration with the Butler & Housekeeping team. 
• Prepares structured pre-arrival briefs and guest preference summaries for operational teams. 
• Proactively reaches out to guests (where appropriate) prior to arrival to ascertain preferences special requests and stay purpose. 
• Ensures all arrangements preferences and expectations are clearly documented and communicated 

Support Seamless Butler Operations Through Coordination

• Acts as a central coordination point for Butler-related guest arrangements and requests. 
• Works closely with Sales and Marketing Marcom Butler Concierge Lobby and Guest Relations teams to ensure alignment on guest expectations. 
• Coordinates with Housekeeping and In-Suite Dining teams to ensure seamless room readiness dining setup and service delivery. 
• Facilitates the planning of in-suite experiences celebrations and personalized amenities. 
• Maintains clear timely and accurate communication across all departments. 
• Acts as a key link between residents and operational teams ensuring requests are followed through efficiently. 
• Answer any verbal and written guest requests utilizing technology as appropriate inclusive handling of room-management software 
• Work behind the scenes to support front-line service excellence and contribute to a smooth personalised and memorable guest journey. 

Ensure Excellence in Administration & Data Management

• Maintains accurate and up-to-date guest profiles reservation notes and correspondence. 
• Ensures all guest preferences interactions and arrangements are properly recorded in the system. 
• Manages pre-arrival communications confirmations and follow-ups in a structured manner. 
• Supports tracking of guest preferences behavioral trends and experience enhancements. 
• Ensures compliance with hotel policies on confidentiality data privacy and information security. 
• Performs general administrative and clerical duties to support Butler operations. 

Deals with Internal Stakeholders

• Supports the execution of upsell strategies by identifying guest preferences and collaborating with Front Office and Reservations to promote in-house services and facilities. 
• Cooperates closely with In-Suite Dining and Housekeeping teams to ensure a seamless and well-coordinated in-room experience. 
• Maintains strong interdepartmental collaboration to ensure consistency in guest experience delivery. 
• Escalates guest concerns service gaps or security-related matters to the Director of Butler Operations and relevant stakeholders taking proactive follow-up where appropriate. 

Uphold Service Excellence & Quality Standards

• Ensures all guest experience planning aligns with Brand SOPs LSOPs Forbes Five-Star and LQA standards. 
• Supports the Butler team in delivering anticipatory intuitive and emotionally engaging service. 
• Brief Butler team on necessary guest related handover details  
• Upholds a flawless representation of Raffles Hotel Singapores products and services through all communications. 
• Adheres to Work Safety and Health (WSH) policies and procedures. 
• Aligns work practices with Accor values: Guest Passion Trust Sustainable Performance Innovation Respect and Spirit of Conquest. 
• Performs any other duties and responsibilities assigned. 

Qualifications :

Candidate Profile

• Diploma or Degree in Hospitality or related field 
• Minimum 2-3 years of experience in Rooms Division Reservations Butler or Guest Relations 
• Familiarity with PMS systems (e.g. Opera) and guest profiling tools preferred 
• Strong administrative and coordination experience in a luxury environment is an advantage 
• Strong attention to detail with a passion for personalization 
• Excellent written and verbal communication skills 
• Highly organized with strong administrative discipline 
• Ability to analyse guest data and translate it into meaningful Personalized experiences 
• Collaborative team player across multiple departments 
• Discreet and professional in when handling confidential guest and business information 
• Proactive anticipatory mindset with strong initiative 
• Comfortable working behind the scenes while contributing to front-line service excellence 
• Flexible and adaptable in a dynamic hotel environment 

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