Head Butler

Company Description

We are far more than a worldwide leader. We are more than 240 000 women and men who share something unique. Each and every day we host the world. We care for millions of people. We are all moved by curiosity. We love blending cultures. We are proud of our differences

Yes, we lead the way. But we want to go further, with audacity, with imagination, with passion.

Raffles the Palm

Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world’s largest manmade island and archipelago. This luxurious five-star hotel with 353 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests. Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore. The portfolio currently comprises nearly twenty luxurious properties, from secluded resorts to city hotels in key locations around the world.

Job Description

To oversee and coordinate the day-to-day operations of the Butler Department, ensuring the highest level of personalized service for all residents. The Head Butler supports the Guest Experience Manager in departmental planning and promotes a strong service culture aligned with the company’s core values and brand standards.

Key Responsibilities

Operations & Service Excellence

• Maintain full awareness of all Butler Department operations and supervise daily tasks performed by the team.
• Allocate and coordinate work assignments for both supervisory and non-supervisory Butler staff.
• Monitor service delivery to ensure residents receive prompt, courteous, and personalized service at all times.
• Liaise closely with other operating departments- particularly Front Office, Housekeeping, Engineering, Laundry, Sales, Food & Beverage, and Reservations- to ensure seamless service delivery and accurate guest information, including VIP status and resident preferences.
• Schedule and conduct routine inspections, personally or in coordination with supervisors, of all Butler areas, including occupied and vacant rooms.
• Regularly inspect resident rooms and pantries to ensure amenities, preferences, and special requests are delivered flawlessly.
• Ensure effective control of resident supplies and consumption.
• Assist in monitoring and enforcing procedures related to lost and found, key control, security, emergency response, and health and safety.
• Ensure full compliance with Forbes Travel Guide and LQA standards.
• Identify and maximize upselling opportunities while ensuring hotel products and facilities are optimally utilized by residents.
• Ensure repeat residents are personally met and greeted daily, and that guest profiles are accurately updated.
• Ensure long-stay residents, VIPs, special-attention guests, and celebration guests receive enhanced and personalized service.
• Maintain clear and consistent communication between the Butler team and the Guest Experience Manager.
• Ensure the Guest Experience Manager is fully informed of all daily tasks, assignments, and operational matters within the Butler Department.
• Perform related duties and special projects as assigned.
  
  

• Promote a positive work culture and ensure adherence to the core values and brand dimensions of Raffles The Palm.
• Supervise staff appearance, discipline, performance, and efficiency, taking corrective action where required.
• Provide ongoing feedback, coaching, and recognition to Butler team members.
• Conduct regular training sessions and role-play exercises to reinforce service standards, procedures, and guest interaction skills.
• Support the identification of training needs and assist in the implementation of development plans.
  
  

• Support the Guest Experience Manager in ensuring departmental productivity and service excellence.
• Assist with workforce planning and future staffing requirements.
• Participate in recruitment in line with company guidelines.
• Support the preparation and delivery of induction programs for new and supervisory Butler staff.
• Maintain up-to-date, guest-focused departmental SOPs and ensure consistent implementation.
• Provide input for probationary reviews and formal performance appraisals.
• Coach, counsel, and discipline staff in a fair and constructive manner.
• Foster effective communication and strong working relationships across departments.
• Assist in preparing efficient Butler rosters in compliance with labor laws and company policies.
  
  

• Support the Guest Experience Manager in budget preparation and cost control.
• Assist in monitoring departmental expenses to ensure performance within budget.
• Contribute to the preparation of departmental forecasts and Rooms Division planning.
  
  

• Demonstrate full awareness of occupational health and safety policies and ensure compliance at all times.
• Adhere to duty-of-care obligations and relevant health and safety legislation.
• Maintain knowledge of property safety, first aid, fire, and emergency procedures.
• Take immediate action to address hazardous situations and report potential risks to management.
• Record and report all security incidents and accidents in accordance with hotel requirements.
  
  

• Degree from School for Tourism & Hotel Management
• Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level
  
  

• Good organizational skills
• Good level of engagement with residents
• Ability to manage a multi-cultural workforce
• Excellent leadership & communication skills
• Display high levels of integrity, dedication and support for continuous improvement
• Flexible management style to meet the challenges of a changing work environment
• Good knowledge of the entire Butler Service Operations
• Must be a self-starter, coach & mentor who can motivate the Team to perform their best
• Knowledge of Opera Property Management System preferred
• Ability to ensure security and confidentiality of guest and hotel information
• Ability to work with constant interruptions with a high degree of professionalism
• Ability to prioritize and organize work assignments; delegate work