Butler

RAFFLES; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Join a prestigious hotel as a Butler, where you will be the ambassador for Raffles London. This role demands a commitment to outstanding guest service, ensuring guests feel at home while managing personalized experiences. Emphasizing adaptability, emotional intelligence, and high service standards, you will be pivotal in shaping each guest's stay through tailored interactions and attention to detail.

Benefits

28 days holiday including bank holidays

Employer pension contribution of 3%

Free uniform dry cleaning

Enhanced sick leave

Employee assistance programs

Discounted rates at Raffles hotels

Qualifications

• Extensive knowledge of hotel operations.
• High emotional intelligence and interest in people.
• Proven track record of high service standards under pressure.

Responsibilities

• Serve as the direct point of contact for guests in Butler Suites.
• Manage all aspects of guest stays including room setup and guest requests.
• Promote hotel offerings and share insights into the hotel’s history.

Skills

Judgment

Understanding guest cues

Confidence in table service

Creativity

Communication skills

Education

Experience as a luxury Butler

Job description

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As a Butler, you will act as a Raffles London Ambassador, taking pride in serving our guests, introducing the hotel’s offerings, and sharing vibrant stories of this magnificent Grade II listed landmark.

You will play a key role in looking after every aspect of our guests’ experience, respecting their privacy, and ensuring they feel at home while staying at The Raffles London at The OWO.

You will be their first point of contact, coordinating all daily services around their itineraries, ensuring every wish is fulfilled, and creating moments of delight and surprise. Building genuine rapport and adapting your service style to guest preferences is essential.

This role requires adaptability and a focus on delivering consistent, personable service.

This position may include night shifts on occasion.

Responsibilities

Operation

• Serve as the direct point of contact for guests in Butler Suites.
• Promote hotel offerings and share insights into the hotel’s history as a brand ambassador.
• Create a positive environment for colleagues and guests, actively seeking feedback and opportunities to enhance the guest experience.
• Engage in genuine, unscripted conversations to foster a homely atmosphere and build trust.
• Manage all aspects of guest stays and daily operations, including room setup, amenities, meet & greet, room orientation, unpacking, packing, wardrobe management, welcome drinks, itinerary organization, deliveries, gift wrapping, morning service, table setting, in-room dining, turndown, departure prep, stock management, Butler pantries, shoe polishing, stationery, and more.
• Respond promptly and courteously to guest requests and concerns, coordinating with relevant departments to ensure satisfaction.
• Work with Housekeeping and Engineering to ensure suites are guest-ready and maintained in excellent condition.
• Set up amenities based on guest profiles and booked packages.
• Share local insights, including events, restaurant openings, and exhibitions, with personalized recommendations.
• Oversee pet and kids’ programs.
• Manage long-term storage solutions.
• Monitor guest access spaces discreetly, collecting preferences and updating profile notes proactively.
• Perform additional duties in the absence of line managers or senior staff, including cross-departmental work as needed.

Health and Safety

• Report and rectify hazards immediately.
• Be familiar with all departmental fire, emergency, and bomb procedures.
• Ensure safety of persons and property by adhering to laws and ordinances, and preemptively addressing hazards.
• Promote health and safety awareness within the department.

Qualifications, Skills & Experience

Essential

• Extensive knowledge of hotel operations, with experience as a Butler in a luxury setting.
• Good judgment, discretion, and understanding of guest reading cues.
• Knowledge of royal protocol and etiquette.
• Enthusiasm and commitment to delivering consistent, personalized service under pressure.
• Passion for guest delight and creative, non-scripted service.
• High emotional intelligence and genuine interest in people.
• Confidence in table service and F&B operations.
• Strong prioritization, multitasking, and self-management skills.
• Interest in history and local exploration.
• Flexibility with shift patterns.
• Proven track record of high service standards under pressure.
• Excellent communication skills, both written and spoken.
• Exceptional time management and professional appearance.
• Willingness to contribute to a 24-hour operational schedule when required.

Desirable

• Understanding of the luxury sector.
• Passion for hospitality and UHNW clients.
• Ability to think creatively and outside the box.
• Experience as a luxury hotel butler with standards like LQA or Forbes 5-star.

Additional Information

Why join our Raffles team?

Benefits include:

• 28 days holiday including bank holidays, plus an extra day per year of service up to 35 days.
• Staff meals during shifts.
• Free uniform dry cleaning.
• Employer pension contribution of 3%.
• Enhanced sick, maternity, paternity, and adoption pay.
• Life insurance (1x salary).
• Employee assistance programs, virtual GP, and financial advice.
• Season ticket loans and cycle-to-work schemes.
• Celebratory gifts and paid leave for moving or charity work.
• Tailored training and development programs.
• Fun events like quizzes, runs, and parties.
• Discounted rates at Raffles London and worldwide through employee benefit cards.

Raffles Values

Be You: Show personality and flair.

Be Kind: Demonstrate humility and generosity.

Be Happy: Spread joy and positivity.

Be Confident: Share knowledge openly to achieve excellence.

Have Your Purpose: Make a meaningful impact through care and responsibility.