Chief Butler

AccorHotels Indonesia; Provinsi Bali; On-site; IDR 600,000,000 - 1,000,000,000; Full time

Job summary

Sofitel Bali Nusa Dua Beach Resort, a 5-star luxury property, seeks a Chief Butler to lead the Butler Department and uphold the Art de Vivre philosophy. This senior role drives anticipatory service for suite, villa, and VIP guests, mentoring teams and coordinating with multiple departments to ensure flawless experiences.

The ideal candidate brings 4–5 years in luxury guest services with senior leadership in butler roles, strong etiquette, inclusivity, and a calm, proactive approach to guest

Qualifications

• Minimum 4–5 years in luxury hotel guest services, incl. 4 years in a senior butler role.
• Deep knowledge of luxury guest service protocols and etiquette.
• Excellent problem-solving and ability to stay calm under pressure.
• Outstanding communication and interpersonal skills.
• Proven ability to lead multicultural teams.
• Strong organizational skills with attention to detail.
• Experience using Opera Cloud or other PMS is an advantage.
• Fluency in English; additional languages are a plus.
• Willingness to work rotating shifts, weekends, and public holidays.

Responsibilities

• Define and drive the strategic direction of the Butler Department embedding the service philosophy.
• Design, implement, and refine the end-to-end guest lifecycle from pre-arrival to departure.
• Establish and oversee guest preference management systems for accurate profile distribution.
• Lead daily operational briefings for VIP arrivals, specials, and custom requests.
• Coordinate with Front Office, Housekeeping, F&B, Concierge, and Security for cohesive guest journeys.
• Design and execute structured training programs for luxury etiquette and service standards.
• Maintain grooming, performance evaluations, and coaching within the department.
• Manage guest feedback and complex service recovery actions to elevate satisfaction.
• Oversee budgeting, scheduling, and resource allocation balancing service with efficiency.
• Monitor guest satisfaction scores and provide strategic insights to leadership.
• Plan and execute VIP arrivals, high-profile events, and departmental projects.

Skills

Luxury guest service

Senior leadership

Problem solving

Communication

Team motivation

Organization

Discretion

Opera Cloud knowledge

MS Office

English fluency

Tools

Opera Cloud

Property Management Systems

Microsoft Office

Job description

Experience the epitome of French-inspired luxury at Sofitel Bali Nusa Dua Beach Resort, a prestigious 5-star beachfront haven boasting tropical gardens and sleek modern architecture which offers exclusive experiences for ALL members, this magnificent resort provides 413 exquisite rooms, including 39 suites and villas, along with an array of resort facilities.

Indulge in a culinary journey at three restaurants and two bars, rejuvenate at Sofitel FITNESS and Sofitel SPA, and delight in the outdoor and indoor kids club. Additionally, the resort features 24 function venues, including a Grand Ballroom and a Beachfront Ballroom. Discover the ultimate Art de Vivre at Club Millésime, where delectable cuisine, exquisite wines, and Balinese charm await.

Job Description

The Chief Butler provides strategic leadership, operational oversight, and service direction for the Butler Department. This role is responsible for upholding Sofitel’s signature Art de Vivre and Cousu Main service philosophy, ensuring the delivery of flawless, intuitive, and bespoke luxury experiences for suite, villa, and VIP guests.

As an operational leader and mentor, the Chief Butler drives team performance, cultivates a culture of anticipatory service, and ensures seamless cross-departmental coordination to elevate overall guest satisfaction and operational standards.

Your Responsibilities Includes:

Define and drive the strategic direction of the Butler Department by embedding Sofitel’s Cousu Main tailor-made service philosophy into all daily operations, standard operating procedures, and decision-making processes.

Design, implement, and continuously refine the end-to-end guest lifecycle from pre-arrival and arrival to in-stay and departure to ensure a seamless, high-touch luxury experience.

Establish and oversee guest preference management systems to capture specific requests, habits, and lifestyle details while ensuring accurate profile distribution across all operational departments.

Lead daily operational briefings to align the team on VIP arrivals, departures, special events, and custom service requests while fostering operational focus and attention to detail.

Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and Security to deliver a cohesive and efficient guest journey.

Design and execute structured training programs for the Butler team that focus on luxury etiquette, communication standards, grooming compliance, and emotional intelligence.

Maintain strict department grooming and service standards,performance evaluations, and constructive coaching.

Manage guest feedback and complex service recovery scenarios with professionalism and tact while implementing corrective actions to elevate overall satisfaction.

Oversee departmental budgeting, scheduling, and resource allocation to balance high-touch service delivery with operational efficiency.

Monitor guest satisfaction scores and key performance metrics to provide strategic insights and actionable recommendations to executive leadership.

Lead the planning and execution of VIP arrivals, high-profile events, and special departmental projects with flair and precision.

Enforce strict standards of confidentiality, guest privacy, and ethical conduct across the department.

Qualifications

• A minimum of 4-5years in luxury hotel guest services, including at least 4 years in a senior butler leadership role.
• Deep, intuitive knowledge of luxury guest service protocols, etiquette, and butler artistry, with the credibility to set the standard for others.
• Excellent problem-solving and decision-making skills with the ability to remain calm under pressure.
• Outstanding communication and interpersonal skills with a genuine passion for guest service.
• Proven ability to lead, motivate, and coach multicultural teams.
• Strong organizational and time management skills with excellent attention to detail.
• High level of professionalism, integrity, and discretion.
• Experience using Opera Cloud or other Property Management Systems is an advantage.
• Proficiency in Microsoft Office applications.
• Excellent spoken and written English. Additional languages are a plus.
• Willingness to work rotating shifts, weekends, and public holidays.

We are proudly part of Accor hotels, a globally renowned company with strong values and culture. We are the largest hotel company in Asia Pacific, people know and love our brand, and we are positive you will too!

Accor Plus is Asia Pacific's most expansive travel, dining, and lifestyle program. Accor Plus is accepted at over 800 Accor hotels across 18 countries in Asia Pacific. With more than 1,200 employees, 45 offices, and over 400,000 members across the Asia Pacific. Accor Plus offices are located across Australia, New Zealand, Fiji, Singapore, Malaysia, Indonesia, Philippines, India, Thailand, Vietnam and China.

All Applicants must be legally entitled to live and work in Indonesia

We are proudly part of Accor hotels, a globally renowned company with strong values and culture. We are the largest hotel company in Asia Pacific, people know and love our brand, and we are positive you will too!

Accor Plus is Asia Pacific's most expansive travel, dining, and lifestyle program. Accor Plus is accepted at over 800 Accor hotels across 18 countries in Asia Pacific. With more than 1,200 employees, 45 offices, and over 400,000 members across the Asia Pacific. Accor Plus offices are located across Australia, New Zealand, Fiji, Singapore, Malaysia, Indonesia, Philippines, India, Thailand, Vietnam and China.

All Applicants must be legally entitled to live and work in Indonesia

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