Club Manager (Butler)

Genting Malaysia Bhd; Bentong; On-site; MYR 120,000 - 180,000; Full time

Job summary

Genting Malaysia Bhd in Malaysia is seeking a Senior Butler Operations Manager to oversee the Butler Department at Crockfords Hotel, Genting Highlands. You will manage VIP guest experiences, anticipate preferences, and ensure flawless service delivery across all shifts.

Responsibilities include leading a team of Butler Associates, coordinating with multiple departments, and upholding Forbes/Leading Hotels standards.

Qualifications

• Minimum 4 to 6 years of experience in luxury hotel operations.
• At least 2 years in a supervisory role within Butler Services, Front Office, Guest Relations, Executive Lounge, or Luxury Hospitality Operations.
• Experience in Forbes-rated, Leading Hotels of the World, or internationally branded luxury hotels is highly preferred.

Responsibilities

• Oversee day-to-day operations of the Butler Department and ensure smooth service delivery across shifts.
• Supervise Butler team scheduling, task allocation, and performance monitoring.
• Ensure check-in/check-out, unpacking, packing, room orientation, and personalized Butler services are executed.
• Maintain guest preference databases and service records with high accuracy.
• Coordinate VIP arrivals, departures, and special events with other departments.

Skills

Team leadership

Guest relations

Service excellence

Communication

Problem-solving

Attention to detail

Discretion

Education

Diploma or Bachelor's Degree in Hospitality Management

Job description

Deliver personalized and anticipatory service to all guests, particularly VIPs, premium members, and long-stay guests.

Ensure all guest requests, preferences, and special arrangements are fulfilled promptly and professionally.

Monitor guest satisfaction levels and proactively resolve service issues to ensure exceptional guest experiences.

Conduct daily review of arrival, departure, and in-house guest profiles to identify special requirements.

Manage guest complaints and recovery procedures effectively while maintaining service excellence.

Ensure Butler Services consistently meets Forbes, Leading Hotels of the World, and luxury hospitality standards where applicable.

Butler Operations Management

Oversee day-to-day operations of the Butler Department and ensure smooth service delivery throughout all shifts.

Supervise Butler team scheduling, task allocation, and performance monitoring.

Ensure proper execution of check-in, check-out, unpacking, packing, room orientation, and personalized Butler services.

Monitor guest requests and service response times to achieve departmental KPIs.

Conduct regular inspections of guest rooms and suites to ensure readiness and quality standards.

Ensure all Butler service records and guest preference databases are accurately maintained.

Leadership & Team Development

Lead, coach, motivate, and develop Butler Associates (Club Assistant) to achieve departmental objectives.

Conduct onboarding and on-the-job training for new team members.

Perform regular performance reviews and provide continuous coaching.

Foster a positive, service-oriented culture focused on luxury guest experience.

Ensure staff adherence to grooming standards, service etiquette, and hotel policies.

VIP & Luxury Service Management

Coordinate all VIP arrivals, departures, and special events.

Liaise with Casino VIP Services, Guest Relations, Housekeeping, Concierge, Food & Beverage, Transportation, Security, and other departments to ensure seamless guest experiences.

Establish and maintain strong relationships with repeat and high-value guests.

Anticipate guest preferences through guest history data and personalized service planning.

Administrative Responsibilities

Prepare departmental reports, manpower planning, and operational analysis.

Monitor departmental productivity and service quality indicators.

Assist in annual budgeting and cost control initiatives.

Ensure compliance with SOPs, policies, audit requirements, and brand standards.

Participate in departmental meetings and operational briefings.

Health, Safety & Compliance

Ensure compliance with workplace safety and security policies.

Adhere to hotel confidentiality requirements regarding guest information.

Ensure all operations comply with company policies and applicable regulations.

Maintain emergency preparedness and respond appropriately during incidents.

Job Requirements

Education

Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism Management, or related field.

Experience

Minimum 4 to 6 years of experience in luxury hotel operations.

At least 2 years in a supervisory role within Butler Services, Front Office, Guest Relations, Executive Lounge, or Luxury Hospitality Operations.

Experience in a Forbes-rated, Leading Hotels of the World, or internationally branded luxury hotel is highly preferred.

Knowledge

Luxury hospitality operations and guest service standards.

Butler service practices and VIP guest management.

Front Office and Housekeeping operational processes.

Hotel Property Management Systems (Opera preferred).

Guest personalization and service recovery techniques.

Skills & Competencies

Leadership

• Team leadership and coaching
• Decision-making
• Conflict resolution
• Performance management

Service Excellence

• Luxury guest engagement
• Problem-solving
• Attention to detail
• Guest relations management

Communication

• Excellent verbal and written English
• Strong interpersonal and presentation skills
• Ability to communicate effectively with international guests

Personal Attributes

• Professional appearance and grooming.
• Strong sense of discretion and confidentiality.
• Customer-centric mindset.
• Positive attitude and proactive approach.
• Ability to work under pressure in a fast-paced luxury environment.
• Flexible to work on shifts, weekends, and public holidays.

Working Conditions

• Based at Crockfords Hotel, Genting Highlands.
• Rotational shifts, including weekends and public holidays.
• Frequent interaction with VIP guests and senior management.
• Standing and walking for extended periods may be required.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Travel Agents, Tour Operators & Tourist Services More than 10,000 employees

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.

With over 50 years of experience and milestones, Genting Malaysia is currently expanding and transforming Resorts World Genting into the leading tourism and entertainment hub via the Genting Integrated Resort Transformation Plan. Under this plan, flagship projects include Skytropolis Indoor Theme Park, the outdoor theme park - Genting SkyWorlds - and the adjacent shopping complex - SkyAvenue, which houses some of the most prestigious lifestyle brands from around the world. The plaza also features a state-of-the-art cable car system, which connects SkyAvenue to the mid-hill Genting Highlands Premium Outlets, carrying up to 3,600 passengers per hour per way.

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