Butler (Hotel VIP/Customer Service)

MARINA BAY SANDS PTE. LTD.; Singapore; On-site; SGD 39,000 - 61,000; Full time

Job summary

Marina Bay Sands Pte. Ltd. is seeking a professional Butler to deliver exceptional luxury service. You will manage guest interactions, anticipate needs, and coordinate seamless arrivals, in-room dining, and departures across suites.

The role requires fluency in English and Mandarin, strong communication skills, and the ability to adapt to high-end, fast-paced environments. A Diploma or degree in Hospitality is preferred.

Qualifications

• Proven ability to deliver five-star guest service.
• Fluency in English and Mandarin is essential for guest communication.

Responsibilities

• Execute Butler core tasks with accountability for each guest stay.
• Study guest profiles and pre-arrival details to tailor experiences.
• Respond to guest queries via in-person, phone, email, or messaging.
• Assist with dining, transportation, and activity reservations.
• Prepare suites with welcome amenities and guided orientation.
• Maintain room and service cleanliness and manage turndown services.
• Ensure safety policies are followed and report incidents promptly.
• Engage guests and collaborate with other departments to enhance journeys.

Skills

English

Mandarin

Customer service

Education

Diploma or Degree in Hospitality/Tourism

Tools

PMS

POS

MS Office

Job description

Job Responsibilities

Execute Butler core tasks

• Takes accountability and ownership with every guest assigned in ensuring purposeful engagement and butler presence in each of their stay
• Diligently studies the guest profile of incoming arrivals, including but not limited to checking on guest history, conducting research on internet or social media platforms, sending out pre-arrival email and respond promptly, making amenities requisition, assisting with guests requests effectively over the phone, taking in-room dining orders, placing the order over POS (Point of Sales) system, dispatching job to floor butler as and when required, coordinating among internal and external stakeholders/vendors via MS Teams, messaging and other operational-related systems
• Responds to guest professionally in-person, over the phone, emails, and messaging systems
• Assists with limousine/taxi bookings, dining, attractions and entertainment reservations/ticket purchase, and any other guest queries/requests
• Prepares thoughtfully each suite, conducts seamless arrival meet and greet and in-suite check-in, customizes suite orientation, offers welcome drink, initiates unpacking service and customizes itinerary based on guest’s preferences
• Serves and replenishes amenities, facilitates daily make-up room and turndown services, assists with laundry services, performs shoe-shining, and purposefully notes down preferences through observations and interactions
• Makes appropriate dining recommendations, proficiently takes in-room dining order, promptly serves the order and organize clearance of soiled dishes
• Orchestrates celebrations for guest with special occasions with creativity and customization
• Proactively connects with guests for pre-departure arrangement, initiates packing assistance, booking of limousine, luggage assistance, ensures accuracy of bill settlement and conducts a seamless check-out and fond farewell
• Addresses any security incidents and feedback to Butler Management
• Resolves feedback and guest challenges with good standard
• Rotates to any taskforce when operationally required
• Rotates to Butler Command Center as and when designated (located at Perennial Business Centre)
• Adapts to changes and ensure adherence to organizational operating procedures and service standards
• Performs any other duties and responsibilities as and when assigned by Management

Perform Service and Operational Excellence

• Performs all tasks with accordance to Forbes 5 stars standards and guidelines
• Always exhibits exceptional service to guests and fellow employees
• Ensures handover between shifts are communicated effectively
• Attends daily pre-shift briefing and post-shift debrief, and job-related trainings
• Obtains and keeps Guest/VIP preferences up to date in OPERA and individual profile sheet along the stay journey – Pre-arrival, arrival, in-house, departure, post-departure, and return stay
• Maintains cleanliness of front and back of house (lift lobbies, corridors, storage rooms, offices, pantries, etc.)
• Stays up to date on internal promotions and local offerings
• Adheres to department’s grooming standards and professional disposition
• Recommends innovative ideas to enhance guest journey
• Suggests improvements towards butlers’ efficiency and effectiveness

Apply Operational Risks

• Adheres to Workplace Safety and Health (WSH) policies, practices, and procedures
• Monitors activities in both front and back of the house; reports any suspicious characters, items, and/or activities to Security Department
• Responds to emergency situations and reports to Butler management
• Able to understand Butler Services Risk assessment forms and assist the Manager on Duty to collect all specific details
• Handles luggage/baggage lifting, placement or other related requests such as moving or storing the items.
• Lengthy periods of standing, walking; seating or taking stairs may be required
• Moves operational equipment or other items may be requested. This includes constant movement with the Butler trolleys, pushing and carrying items
• Able to perform under high stress level and able to deal with challenging guests/situations

Participate Employee Engagement

• Holds the values of One MBS (Marina Bay Sands) culture
• Works cohesively and respectfully within the department
• Ensures a collaborative working relationship with other departments and vendors
• Self-motivates for continuous self-learning and development

Involve in Documentation, Financial and report management

• Attends scheduled departmental meetings as required
• Reviews systems and processes for workflow and productivity improvement
• Performs administrative duties such as inventory and filing of reports as required based on the assigned duties given within the Paiza Butler Tea
• Observes the usage of supplies to ensure that it is within budget and minimize wastage
• Contributes ideas in support of the company vision, mission, value, and guiding principles
• Actively involves in Sands Cares and sustainability programmes to drive organisational initiatives

Job Requirements

Education & Certification

• Diploma or Degree in Hospitality or Tourism Management preferred

Experience

• Minimum 1 year experience in relevant experience

Other Prerequisites

• Proficient in the use of Property Management System and all relevant property management and operational systems, such as FCS, LDS, and Point of Sales (POS) Systems.
• Proficient in using Microsoft Office applications
• In-dept knowledge of Marina Bay Sands is mandatory
• Good knowledge of Singapore, the difference of multi-cultures, sights, attractions, and dining
• Excellent communication skills in English and Mandarin are essential as the role will require to serve mandarin-speaking guest
• Ability to speak other language(s) is an advantage
• Be flexible and willing to work on any day and any shift (shift rotation is based on operational demands)
• Possesses exceptional interpersonal skills and attentiveness to details
• Works well with a team and supports proactively
• Focuses on service with an eye for detail
• Prioritizes and organizes work efficiently
• Self-motivates and with a positive “Can Do” mindset
• Acts with integrity and high professionalism
• Embraces and adapts supportively to changes
• Self-confidence and charisma, able to engage in personal conversation with Guest in a professional manner
• Ensures security and confidentiality of guest and hotel information
• Embraces and responds to changes effectively
• Understands the needs of international luxury travellers
• Multicultural understandings