Executive Manager - Butler

Position Summary

Executive Manager - Butler Service is for overseeing the personalized service operations in luxury hospitality settings. This role involves leading and training a team of butlers, ensuring the team deliver exceptional, tailored service to high-profile guests. The ultimate goal is to create memorable experiences that exceed guest expectations through meticulous attention to detail and personalized care.

Primary Responsibility

• Be a hands-on leader that assist superior with personalised welcome/engagement with VVIPs 
• Strategizes and steers the team towards accomplishing the ambitious objectives set by the Hotel. In addition, expertly formulates both short-term milestones and long-term aspirations for the department, ensuring a clear path towards success.
• Monitors Hotel daily operations and focusing on branding Butler service to ensure all guests receive pure luxury staying experience. 
• Works closely with EM - Front Office in managing hotel operation related functions which include Front Desk, Butler, Concierge  to ensure achieve department goals and service standard. 
• Cooperates with EM - HSKP to establish and enforce high standards of room cleanliness, maintenance, and presentation throughout the hotel. Conduct regular inspections to ensure compliance and address any deficiencies promptly.
• Ensures that Hotel Operations are efficiently staffed with full trained Butler personnel in accordance with the performance and quality standards established by the Hotel.
• Enhance outdoor villa working environments and guest journey in ultra luxury sense and unique. 
• Conducts a comprehensive review of the business process flow, incident log, and guest comments alongside the respective section heads on a weekly basis. This meticulous analysis aims to uncover valuable insights and identify areas where enhancements can be made, fostering a continuous improvement mindset throughout the team.
• Thoroughly examines departmental policies, procedures, and regulations on a quarterly basis, diligently ensuring their currency and adherence among team members and ensure all guidelines are up-to-date, fostering a culture of compliance and consistency within the team.
• Collaboratively with related department heads, including but not limited to ERS, F&B, Teleservices, Casino Services, IS&T, and Facilities Management. This such as a platform for synergy, fostering a collective effort to elevate the overall guest staying experience. By exchanging insights, sharing best practices, and exploring innovative ideas, this cross-departmental collaboration aims to create a seamless and unforgettable experience for every guest.
• Resolves problem arising from guest complaints and handles unusual requests and inquiries in cooperation with other departments and divisions when necessary. 
• Supports General Manager in long-term planning and other special projects assignments. 
• Develop team strengths, identify areas for improvement and coaching team members for their personal growth
• Provides support to Hotel Training team on enterprise Butler skills training. 
• Ability to multi-task and establish priorities
• Fully embrace enterprise structure and be brand aligned
• Stay updated on industry trends and best practices in luxury service including villa products. 
• Ensure to company’s health and safety requirements are adhered by actively participating in OH&S activities to ensure that workplace hazards are minimized and the health and safety of all team members are valued
• Champion the brand and the world class Asian heart Service culture

Requirements

• 10 years or above work experience in hotel management with 2 years as a department head role in Butler or Guest services in a luxury five-star large scale operations (integrated resort environment experience could be an advantage)
• University degree / diploma
• Broad knowledge of luxury goods and habits
• Strong leadership and team management skills
• Resourceful, familiar with local resources could be an advantage
• Excellent social skill and personnel management
• Display a high level of commitment to customer services and team development
• Solid working knowledge in hotel operations / guest services and ability to embrace change and inspire the team members
• Languages: Good command of both written and verbal English (Cantonese or Mandarin could be an advantage)
• Knowledge of foreign language other than the ones mentioned above is an advantage