Guest Experience Orchestrator – Butler Communications

Raffles Hotels & Resorts; Singapore; On-site; SGD 50,000 - 75,000; Full time

Benefits offered by this job

Duty meals

Colleagues discount

Preferential room rates

Dental/Optical benefits

Medical and wellness benefit

Insurance coverage

Career development

Learning opportunities

Job summary

Raffles Hotel Singapore is seeking a Butler Communications Specialist to support the Butler team in delivering highly personalised guest experiences. The role focuses on pre-arrival preparation, guest profiling, and proactive communication, ensuring guest touchpoints align with the hotel's service philosophy.

You will act as a central hub, coordinating between Butler, Concierge, Guest Relations and Lobby Operations, to enable a seamless and elevated guest journey while maintaining rigorous data

Qualifications

• Diploma or Degree in Hospitality or related field.
• 2-3 years of experience in Rooms Division, Reservations, Butler, or Guest Relations.
• Familiarity with PMS systems (e.g. Opera) and guest profiling tools preferred.
• Strong administrative and coordination experience in a luxury environment is an advantage.
• Strong attention to detail with a passion for personalization.
• Excellent written and verbal communication skills.
• Highly organized with strong administrative discipline.
• Ability to analyse guest data and translate it into meaningful, personalized experiences.
• Collaborative team player across multiple departments.
• Discreet and professional in handling confidential guest and business information.
• Proactive, anticipatory mindset with strong initiative.
• Comfortable working behind the scenes while contributing to front-line service excellence.
• Flexible and adaptable in a dynamic hotel environment.

Responsibilities

• Drive personalised guest experience through profiling & preparation.
• Reviews daily arrivals with focus on VIPs, repeat guests, and special occasions.
• Analyses guest history, preferences, and behavioural patterns from available systems.
• Prepares structured pre-arrival briefs and guest preference summaries for operational teams.
• Proactively reaches out to guests prior to arrival to ascertain preferences and stay purpose.
• Ensures all arrangements and preferences are clearly documented and communicated.
• Support seamless Butler operations through coordination with multiple departments.
• Coordinate with Sales/Marketing, Marcom, Butler, Concierge, Lobby and Guest Relations.
• Maintain room readiness, dining setup, and service delivery with Housekeeping and In-Suite Dining.
• Facilitate planning of in-suite experiences, celebrations, and personalised amenities.
• Maintain clear, timely communication across departments and escalate as needed.
• Uphold confidentiality, data privacy, and information security compliance.

Job description

Raffles Hotel Singapore is seeking a Butler Communications Specialist to support the Butler team in delivering highly personalised guest experiences. The role focuses on pre-arrival preparation, guest profiling, and proactive communication, ensuring guest touchpoints align with the hotel's service philosophy.

You will act as a central hub, coordinating between Butler, Concierge, Guest Relations and Lobby Operations, to enable a seamless and elevated guest journey while maintaining rigorous data