The Raffles Butler is at the center of the Raffles Hotel Singapore residents’ service experience. This position encompasses a spectrum of responsibilities from pre-arrival, arrival, in-house and departure arrangements. The Butler will strive to listen attentively, observe the little details, and personalise interactions with the aim to anticipate and be intuitive of residents’ needs and wants. An ambassador of the hotel, well-rounded in all areas of the hotel, including Rooms, Food and Beverage, Spa and other resident touched areas.
Primary Responsibilities
Executes Butler core tasks
- Takes responsibility and ownership in creating personal connections through emotional luxury between Butlers and residents.
- Engages and customises check-in procedures, suite set-up, suite orientation, offers welcome drink, itinerary and dining recommendations and bookings, through observation and interactions anticipate and be intuitive of residents’ needs and wants.
- Orchestrates the celebrations of residents’ special occasions, assists with in-suite experiences resolves resident feedback, serves daily amenities and offers assistance for departure arrangements and provides fond farewell.
- Tasks include unpacking, packing, laundry, shoe-shine and in-room dining service, promptly answers any resident calls and emails and communicates with respective departments.
- Ensures service standards and individual performance are aligned with Accor Hotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
Deals with internal stakeholders
- Executes the annual upsell strategy and achieves all goals as set by management and cooperates with the Lobby Operations team in promoting inter-hotel sales and in-house restaurants and facilities.
- Cooperates closely with the In-Suite dining team and housekeeping to ensure a seamless In-Suite dining and cleaning experience. Acts as a link for residents with all other areas of the hotel.
- Addresses any security incidents and resident complaints to the Head Butler and reacts proactively when suitable and appropriate.
Improves quality of product and services
- Ensures residents receive the experience as detailed brand Standard Operation Procedure (SOP), Raffles Singapore Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management.
- Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.
