Director of Butler Operations

Description

Lead and elevate Butler operations to world-class ultra-luxury standards, ensuring exceptional guest experiences, operational excellence, and team development while integrating Forbes 5-Star, LQA, and brand SOPs. EA License Number: 22C1267 EA Personnel: R22110252

Responsibilities and Duties

- Oversee end-to-end Butler service from pre-arrival to departure - Conduct suite inspections, VIP engagements, and service experience design - Align Butler services with Accor values and collaborate with F&B and Concierge teams - Participate in service recovery focusing on Forbes 5-Star, LQA, HACCP, and guest satisfaction - Manage Butler Department budget, CAPEX, P&L, and monthly forecasts - Partner with Sales & Marketing on revenue-generating upsell programs and curated luxury packages - Lead recruitment, onboarding, training, and development of Butler team - Conduct cross-departmental service training to reinforce luxury standards - Monitor team performance, conduct appraisals, and maintain high colleague engagement - Develop SOPs and service sequences for innovation, consistency, and luxury ethos - Act as senior escalation point for guest concerns with discretion and timeliness - Champion service audits, hygiene compliance, and safety standards - Ensure alignment of Butler, Concierge, and F&B service culture - Support sustainability, CSR programs, and local community engagement

Qualifications and Requirements

- Diploma or Degree in Hotel or Tourism Management - Minimum 8 years in ultra-luxury hospitality, with 5+ years in senior leadership - Strong Butler and Front Office background - Proven experience managing budgets, CAPEX, and P&L - International exposure and knowledge of global luxury standards

Working Condition

Working hours

5-day Work Week