Chief Butler

Position Summary

The Chief Butler is responsible for leading and managing the entire Butler Department to ensure the delivery of personalized, discreet, and exceptional guest service that reflects the standards of a luxury resort. This role oversees all aspects of butler operations, from guest arrival to departure, ensuring that every detail is handled with precision, care, and anticipation of guest needs. The Chief Butler also plays a key role in training, coaching, and motivating the butler team to maintain the highest level of professionalism and hospitality excellence.

Responsibilities

1. Leadership and Supervision

Lead, supervise, and coordinate the daily operations of the butler team to ensure efficient service delivery.

Establish performance objectives, service standards, and operational guidelines for butlers.

Conduct regular briefings, training sessions, and performance evaluations to enhance team competence and morale.

Delegate tasks appropriately while maintaining accountability for all guest-related matters.

Serve as a role model by demonstrating exemplary service behavior, professional etiquette, and grooming standards.

Foster teamwork, discipline, and a positive working culture among butlers and supporting departments.

2. Guest Experience and Personalization

Personally welcome VIPs, suite guests, and long-stay guests, ensuring smooth check-in and familiarization with villa amenities.

Anticipate guest preferences and create personalized experiences (e.g., special turndown setups, surprise celebrations, wellness amenities).

Maintain a comprehensive guest preference database and ensure consistent application across stays.

Coordinate with other departments to ensure seamless delivery of in-room dining, spa bookings, transportation, and excursions.

Handle guest requests, feedback, and complaints promptly and discreetly, ensuring complete guest satisfaction.

Ensure all butlers maintain continuous communication with guests throughout their stay, from arrival to departure.

3. Operational Management

Oversee the preparation and cleanliness of villas / suites before guest arrival, ensuring all amenities and setups are in perfect condition.

Inspect all VIP rooms daily, ensuring attention to detail and compliance with brand standards.

Ensure all butlers follow proper procedures for packing / unpacking, garment pressing, shoe polishing, and other personal services.

Supervise daily villa allocations, task assignments, and scheduling to match occupancy and operational requirements.

Manage guest transportation arrangements, airport transfers, and coordination with concierge and drivers.

Monitor the inventory of guest supplies, amenities, and butler equipment; coordinate with purchasing for replenishment.

Maintain departmental reports such as guest feedback logs, duty rosters, and incident records.

4. Communication and Coordination

Work closely with the Front Office, Housekeeping, Food & Beverage, Spa, and Maintenance teams to ensure synchronized guest service.

Participate in daily operational briefings and share relevant guest updates, preferences, and special instructions.

Ensure smooth information flow within the butler team through proper documentation and handovers.

Report any guest concerns or operational issues to management promptly and recommend corrective actions.

5. Training and Development

Develop and implement a structured butler training program covering etiquette, grooming, guest communication, and service techniques.

Conduct on-the-job training, mystery audits, and role-play sessions to refine service standards.

Encourage continuous learning by exposing the team to best practices in luxury hospitality and fine service.

Monitor team performance, provide feedback, and support career growth and skill development.

6. Quality and Standards

Ensure all butler operations comply with resort SOPs, brand standards, and health & safety regulations.

Conduct regular inspections of guest areas and back-of-house facilities to ensure order, cleanliness, and readiness.

Review guest satisfaction surveys and implement service improvements based on feedback.

Uphold strict confidentiality and discretion in handling guest information and preferences.

7. Administration and Reporting

Prepare departmental schedules, leave plans, and overtime reports efficiently.

Manage operational costs by optimizing resources and controlling wastage.

Provide daily, weekly, and monthly reports to management regarding performance, guest satisfaction, and departmental updates.

Assist in annual budgeting and forecast planning for the Butler Department.

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