Raffles Hotel Singapore - Director of ButlerOperations

The Director of Butler Operations is the visionary leader of

the Butler department, setting the tone and standard for

ultra-luxury, emotionally resonant guest service. As the

highest-ranking Butler position, they will lead all aspects of

Butler operations, acting as both strategist and coach - elevating

service standards to world-class levels while embodying poise,

empathy, and discretion.

With deep cultural

fluency and an absolute luxury mindset, the Director of Butler

Operations inspires a team of Butlers and the Butler Managers to

deliver highly personalized, anticipatory experiences tailored to

an international clientele. This role integrates refined service,

regional expertise, and operational mastery, ensuring every guest

touchpoint is aligned with Forbes 5-Star, Leading Quality Assurance

(LQA), and brand SOPs.

The Director of Luxury

Guest Services drives innovation, maintains the elegance of

tradition, and ensures that each guest feels personally seen,

understood, and valued. This position also plays a strategic role

in experience design, guest engagement, revenue generation, and

team development.

Primary Responsibilities

Executes Core Tasks

Oversees end-to-end Butler service from pre-arrival to

departure, ensuring world-class standards in suite readiness,

amenities, service rituals, and personalized guest

experiences.

Ensures flawless execution of

daily operations through suite inspections, VIP engagements, and

service experience design.

Aligns Butler

services with Accor values : Guest Passion, Trust, Sustainable

Performance, Spirit of Conquest, Innovation, and

Respect.

Collaborates with F&B and

Concierge teams to ensure Butler service standards are integrated

into dining, wellness, and pre-arrival experiences.

Partners with Concierge leadership to orchestrate

seamless pre-arrival and stay experiences, ensuring anticipation of

guest preferences and flawless communication across

departments.

Directs and participates in

service recovery with a focus on Forbes 5-Star, LQA, HACCP, and

guest satisfaction KPIs.

Experience

and Revenue Innovation

Owns and

manages the Butler Department's annual Budget, CAPEX planning,

P&L accountability, and monthly Forecasts.

Partners with Sales & Marketing to develop and

execute revenue-generating upsell programs, private dining

concepts, curated luxury packages, and branded

collaborations.

Drives Butler-led experiential

revenue through in-room rituals, bespoke services, exclusive

cultural immersions, and city discovery experiences.

Collaborates with F&B to design and implement bespoke

dining rituals, wine and beverage service etiquette, and

restaurant-hosted experiences aligned with Forbes 5-Star and LQA

standards.

Maintains close relationships with

vendors, artisans, and regional tastemakers to enrich the

department's experiential offerings.

Explores

internal and external opportunities for luxury enhancements,

lifestyle partnerships, and market-relevant

innovation.

Management and

Leadership

Leads recruitment,

onboarding, and development of a world-class Butler team with

emotional intelligence, service intuition, and unwavering

commitment to excellence.

Leads

cross-departmental service training to reinforce luxury standards

and guest-centric behaviors beyond the Butler team, internally and

externally, as required.

Conducts ongoing

training in luxury etiquette, Forbes 5-Star standards, LQA

requirements, service culture, and operational

precision.

Coaches the Butler Manager and

senior team to drive ownership, creativity, and leadership

maturity.

Supports Restaurant & Bars

leadership in delivering training on guest etiquette, service

rituals, and luxury dining standards, reinforcing Forbes and LQA

benchmarks.

Monitors individual and team

performance; conducts regular appraisals, provides developmental

feedback, and drives high colleague engagement and

morale.

Develops SOPs and service sequences

that reflect innovation, consistency, and luxury service

ethos.

Improves Quality of Product

and Services

Acts as the senior

escalation point for guest concerns and ensures proactive

resolution with discretion, empathy, and timeliness.

Champions service audits, hygiene compliance, and safety

standards including WSH, HACCP, and guest confidentiality

protocols.

Leads quality assurance processes

and guides the Butler team in maintaining audit readiness and

continuous improvement.

Ensuring seamless

alignment of Butler, Concierge, and F&B service culture to

deliver an integrated ultra-luxury guest journey.

Supports sustainability, CSR programs, and local

community engagement in line with hotel and corporate

objectives.

Performs any other duties and

responsibilities that may be

assigned.

Candidate Profile

Knowledge and Experience

Diploma or Degree in Hotel or Tourism

Management.

Minimum 8 years of relevant

experience in ultra-luxury hospitality with at least 5 years in a

senior leadership role.

Strong Butler and

Front Office background.

Proven experience

managing budgets, CAPEX, and P&L.

International experience or exposure to global luxury

standards.

Competencies

Excellent communication in English; fluency in an

additional language is a plus.

Outstanding

leadership, interpersonal, and coaching skills.

Financial acumen with strong analytical and strategic

planning capabilities.

High emotional

intelligence and cultural sensitivity.

Expert

in luxury service standards (Forbes 5-Star, LQA).

Visionary mindset with strong execution

skills.

Creativity, experiential innovation,

and local market insight.

Discreet, polished,

and personally aligned with luxury and sophistication.

Strong crisis management and service recovery

skills.

Hands-on leader with a guest-centric

and team-empowering philosophy.

Benefits of Joining Raffles Hotel Singapore

• 5-day Work Week.

Duty Meals are

provided.

Colleagues' Discount and / or

Preferential Room Rates at worldwide Accor Hotels.

Flexible Benefit - Dental / Optical / Vacation

Expenses / Children's Education.

Medical and

Wellness Benefit.

Comprehensive Insurance

Coverage.

Local / Overseas Career Development

& Growth Opportunities.

Holistic Learning

and Development Opportunities.