Head Butler

About the role

The Head Butler leads the ultra‑luxury guest experience for VIP, government and long‑stay guests, overseeing every touchpoint from pre‑arrival planning to departure. This senior position ensures that each stay is seamless, personalized, and unforgettable while upholding the highest standards of the Raffles brand.

Key responsibilities

• Serve as the primary point of contact for distinguished guests, curating the complete journey from pre‑arrival to checkout.
• Lead and coordinate the Butler‑in‑Residence team, maintaining personal accountability for service delivery throughout each stay.
• Engage personally with arriving and departing guests to provide a warm, memorable welcome and farewell.
• Direct service recovery for complex, high‑profile situations with confidence, empathy, and professionalism.
• Monitor guest feedback across all channels and translate insights into actionable service improvements.
• Maintain expert knowledge of Butler Service Standard Operating Procedures and ensure compliance with Raffles brand standards, Forbes Travel Guide, and LQA benchmarks.
• Drive consistency and excellence in the execution of Butler standards across the property.
• Lead, coach, and develop a high‑performing Butler team, overseeing recruitment, onboarding, performance evaluations, succession planning and retention.

Required profile

• Proven experience in ultra‑luxury hospitality, preferably in a senior guest‑service or Butler role.
• Strong leadership abilities with a track record of building and motivating high‑performing teams.
• Exceptional interpersonal skills and discretion when handling high‑profile guest situations.
• In‑depth knowledge of luxury brand standards, SOPs and quality‑assurance benchmarks such as Forbes Travel Guide and LQA.

Required skills