Job Description - Butler
About the Role
The Butler is responsible for delivering highly personalized, anticipatory, and discreet service to guests.
During the pre-opening phase, the Butler participates in service design, simulation exercises, and operational readiness planning to ensure flawless delivery prior to the first guest arrival. Post-opening, the Butler acts as the primary point of contact for assigned guests - managing pre-arrival arrangements, in-stay coordination, and post-departure follow-up.
The Butler embodies refinement, emotional intelligence, cultural sensitivity, and absolute discretion.
PRE-OPENINGRESPONSIBILITIES
Service Design & SOP Development
- Contribute to development of Butler Service SOPs.
- Define suite arrival choreography and welcome rituals.
- Participate in mapping full guest journey (pre-arrival to departure).
- Develop unpacking/packing protocols (where applicable).
- Align with brand Butler standards.
OperationalReadiness
- Participate in PMS and CRM system testing.
- Ensure guest preference documentation procedures are understood.
- Assist in setting up suite amenities standards.
- Verify equipment readiness (ironing setup, minibar, in-room dining flow).
- Conduct mock room inspections and suite preparation drills.
Training& Simulation
- Participate in luxury brand culture training.
- Conduct service rehearsals:
- VIP arrival simulation
- Private dining service
- Service recovery scenarios
- Crisis handling (lost luggage, flight disruption, etc.)
- Practice discretion and confidentiality standards.
- Assist during soft opening trial stays.
CoordinationFramework
- Establish communication protocol with:
- Housekeeping
- Concierge
- Guest Relations
- F&B
- Engineering
- Develop internal checklist system for assigned suites.
POST-OPENINGRESPONSIBILITIES
Pre-ArrivalPlanning
- Review daily suite and VIP arrival list.
- Conduct pre-arrival communication where applicable.
- Coordinate room setup, amenities, and special requests.
- Confirm airport transfers and concierge arrangements.
- Prepare personalized welcome notes and amenities.
ArrivalExperience
- Personally welcome guests upon arrival.
- Escort guests to suite and conduct in-room orientation.
- Offer unpacking and pressing services where applicable.
- Provide tailored introduction to hotel facilities.
In-StayService
- Serve as primary contact for assigned guests.
- Coordinate all guest requests seamlessly.
- Arrange private dining, spa appointments, and activities.
- Monitor guest satisfaction discreetly.
- Conduct daily courtesy follow-ups.
ServiceRecovery & Problem Resolution
- Address concerns proactively and empathetically.
- Resolve issues within delegated authority.
- Escalate appropriately when necessary.
- Follow up to ensure satisfaction.
Departure& Post-Stay
- Coordinate express check-out (if required).
- Assist with packing and luggage arrangements.
- Confirm transport arrangements.
- Update guest profile with preferences and feedback.
Brand& Standards Compliance
- Maintain impeccable grooming and posture.
- Uphold confidentiality at all times.
- Ensure suite presentation meets luxury standards.
- Deliver consistent service choreography.
AdministrativeResponsibilities
- Maintain accurate guest history records.
- Track preferences for repeat guests.
- Document service notes and special occasions.
- Coordinate with loyalty or membership programs.
Qualifications& Experience
- 2-5 years luxury hospitality experience.
- Butler certification or formal training advantageous.
- Experience in suites, villas, or club floors preferred.
- Excellent communication skills.
- High emotional intelligence and cultural awareness.
- Fluent in English additional languages beneficial.
