Butler

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. What will you bring to this role? Core Competencies • Guest Journey Ownership • Empathy & Anticipation • Emotional Intelligence • Personalisation • Cultural Sensitivity • Service Recovery • Attention to Detail • Multitasking • Strong Interpersonal Skills Physical Attributes • Neat and polished appearance. • Good posture. • A presence that is both warm and composed Languages • Oral and written fluency in English. • Preferably Arabic Speaker • Additional languages is a plus Qualifications • University degree, preferably in Hospitality Management, Tourism, or a related field. Knowledge of Housekeeping, Food & Beverage, and/or Guest Relations operations. Experience • Minimum 2 years of experience in a guest-facing role in a luxury or ultra-luxury hotel environment. Others • Embrace the Raffles brand promise and luxury in your role and in all your interactions. • Foster an inclusive environment where every individual feels valued and respected