Head Butler

About Raffles Hotels & Resorts

Raffles Hotels & Resorts is an esteemed collection of luxury hotels situated in vibrant locations globally. Operating under the AccorHotels brand, it offers unique experiences across over 4,100 properties in 95 countries, ranging from luxury to economy, all sharing a commitment to wellbeing and warm hospitality. Raffles Seychelles features 86 opulent villas, an award-winning spa, and diverse dining options, alongside exceptional colleague benefits including premium accommodation, transport, uniforms, meals, and boat transfers between Praslin and Mahé.

Role Overview

The Head Butler leads the butler team, overseeing management duties and ensuring operational targets are met. This role entails enforcing service standards in line with Raffles Brand expectations and fostering a team culture based on core company values.

Key Responsibilities

• Maintain comprehensive knowledge of Butler Service SOPs and local regulations.
• Possess advanced understanding of Opera PMS and online platforms for task management.
• Uphold Raffles Brand Standards, including quality benchmarks like LQA and Forbes criteria.
• Enforce team adherence to procedural standards and deliver exceptional guest service exceeding expectations.
• Promote Raffles' values of Excellence, Respect, Integrity, and Caring; embody brand personality traits such as charm, grace, thoughtfulness, and warmth.
• Manage and supervise departmental tasks to ensure timely, friendly service and personal guest recognition.
• Implement strategies aligning with the hotel’s overall business objectives and sales plans.
• Monitor and enhance butler performance through audits, KPIs, and action plans.
• Conduct monthly departmental meetings reviewing procedures and upcoming events.
• Organize recruitment, plan budget and revenue targets, and generate performance reports.
• Practice and encourage up-selling of hotel products and services.
• Address guest concerns proactively and coordinate communication across departments for effective service recovery.
• Oversee scheduling, staff leave, and training plans aligned to occupancy and VIP arrivals.
• Drive improvements in product and service quality.
• Provide continuous feedback and recognition to team members based on evaluations.
• Analyze guest feedback and guide strategic improvements for enhanced ratings.
• Engage in KPI-related training and maintain accurate reporting through the Trophy system.
• Lead by example, mentoring the butler team and cultivating a shadow leadership structure within the department.
• Embed core values of respect, excellence, belonging, empowerment, and integrity in the team culture.

Qualifications

• Expertise in housekeeping and guest relations.
• Minimum five years as a Head Butler within a luxury hotel environment.
• Hotel Management degree is advantageous.
• Strong interpersonal skills for coaching, mentoring, and inspiring team performance.

Additional Information

• Fluent in spoken and written English; proficiency in additional languages is beneficial.
• Ability to motivate and lead teams effectively.
• Self-motivated with leadership potential and customer-centric focus.
• Professional appearance with good posture and articulate communication.
• Creative, proactive, committed, adaptable, and flexible across different work settings.
• Team builder and contributor to a positive working environment.