Guest Experience Butler: Personal Concierge & Service Lead

RAFFLES SENTOSA SINGAPORE; Singapore; On-site; SGD 31,000 - 50,000; Full time

Job summary

RAFFLES SENTOSA SINGAPORE is seeking a dedicated butler/guest services professional to uphold the highest standards of service. You will greet guests by name, coordinate mise-en-place, and assist with private dining setups and personalized experiences during the stay.

The role requires thorough knowledge of menus and wine lists, strong communication with guests, and the ability to upsell or tailor services to individual preferences. Multicultural teamwork and impeccable integrity are essential.

Qualifications

• A passionate positive personality with excellent eye for detail who can work under pressure with minimal supervision.
• Good organizational skills, problem solving skills and engagement with guests to anticipate their needs.
• Commitment to meet and exceed all performance standards.
• Constantly look to develop own professional skills and abilities.
• Adherence to Standard operating procedures
• Ability to work a multi-cultural workforce.
• High level of integrity, promptness, creativity, enthusiasm, dedication, time management, Team work, flexibility and support for continuous improvement
• Good knowledge of the entire Housekeeping Operations
• Knowledge of Opera Property Management System preferred.
• Curiosity, listening skills
• Strong ability and knowledge of Microsoft Office Suite (Excel, PowerPoint, etc.).

Responsibilities

• Answer the telephone as per Raffles brand standards and telephone etiquette guidelines.
• Monitors Message Box task completion that are assigned to the butler team.
• Execute all mise-en-place duties and responsibilities as directed, on time, according to the predetermined standards.
• Set up and prepare private dining condiments, utensils and trays in accordance with the departmental standards.
• Adhere to the gust recognition program by being familiar with the names of the in-house guests and by greeting the guests by name.
• Present food and beverages in a manner which ensures that departmental standards are maintained, and guest satisfaction is maximized.
• Enquire about the satisfaction with food and beverages, and about the service provided by communicating directly with guests.
• Have thorough knowledge of the menu, drinks list and wine list and to be able to respond to guest inquiries and to up-sell appropriate food and beverage items.
• Ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service.
• Knows all arrival lists in advance and guest profile, including companions 'preferences as submitted by the butlers.
• Curates experiences to include all possible hotel and city activities, bespoke services, and rituals during the guest's stay that are personalized as per record of preferences;
• Follows-up on butlers on guest activities to ensure service was/is being delivered well.
• Track and monitor services to be performed by other operational departments are met and that butlers follow-through with scheduled requests (turndown, maintenance, F&B) are met.

Skills

Attention to detail

Guest engagement

Problem solving

Time management

Teamwork

Multi-cultural awareness

Integrity

Opera PMS knowledge

Microsoft Office Suite

Tools

Opera PMS (Opera Property Management System)

Microsoft Office Suite

Job description

RAFFLES SENTOSA SINGAPORE is seeking a dedicated butler/guest services professional to uphold the highest standards of service. You will greet guests by name, coordinate mise-en-place, and assist with private dining setups and personalized experiences during the stay.

The role requires thorough knowledge of menus and wine lists, strong communication with guests, and the ability to upsell or tailor services to individual preferences. Multicultural teamwork and impeccable integrity are essential.