Director of Luxury Guest Services

Description

They are seeking a visionary **Director of Luxury Guest Services** to lead its Butler department and redefine world-class, emotionally resonant service standards. This role is the highest-ranking Butler position, responsible for strategy, operations, innovation, and leadership to deliver unparalleled guest experiences in line with Forbes 5-Star and LQA standards. EA License Number: 22C1267 EA Personnel: R22110252

Responsibilities and Duties

- Oversee end-to-end Butler service from pre-arrival to departure, ensuring flawless suite readiness, amenities, service rituals, and highly personalized guest experiences. - Lead the Butler team, Butler Managers, and cross-functional departments in delivering ultra-luxury service aligned with Accor values. - Act as the senior escalation point for guest concerns, ensuring proactive and discreet resolutions. - Partner with F&B, Concierge, and Sales & Marketing to design bespoke experiences, luxury packages, and revenue-generating programs. - Manage annual budget, CAPEX planning, P&L accountability, and forecasts for the Butler Department. - Build and inspire a world-class Butler team through recruitment, training, coaching, and performance management. - Develop SOPs, service rituals, and training programs that reflect luxury innovation and consistency. - Champion quality assurance, safety, hygiene compliance, sustainability, and CSR initiatives.

Qualifications and Requirements

- Diploma/Degree in Hotel or Tourism Management. - At least 8 years of luxury hospitality experience, with 5 years in senior leadership. - Strong Butler and Front Office background. - International experience with exposure to global ultra-luxury standards. - Excellent communication in English; fluency in a second language is an advantage. - Strong leadership, coaching, and cultural sensitivity. - Financial acumen with proven P&L and CAPEX management experience. - Expert knowledge of Forbes 5-Star and LQA standards. - High emotional intelligence, creativity, and polished personal presentation.

Working Condition

Working hours

5-day work week.