Director of Butler Services

JOB SUMMARY

The Director for Butler Servicesis responsible for overseeing and elevating the Butler Service across the property. Leading an elite team of Butlers dedicated to delivering bespoke , world class experiences for VIP's High Rollers and guests. This role is at the forefront of curating unforgettable moments for the resort's most discerning guests that there is always something to discover in NWR. They also ensure that every aspect of the Butler Service operation has a seamless blend of discretion, sophistication and excellence. Innovating service delivery, anticipating guest needs and beyond while setting new benchmarks for luxury hospitality.

RESPONSIBILITIES

Guest Services & Relationship Management:

• Ensures exceptional guest service by setting service standards for guests and members, including décor and housekeeping.
• Empowers staff to deliver responsive guest service, addressing complaints and working to resolve issues.
• Builds and maintains positive relationships with hotel members and ensures adherence to hotel rules and regulations.

Operations & Maintenance Management:

• Oversees preventive maintenance programs and manages physical product standards, including scheduling deep-cleaning activities.
• Ensures the safety and security of hotel facilities by addressing hazards and implementing key control procedures.
• Protects the hotel's interests during capital projects and ensures maintenance staff involvement in ongoing programs.
• Monitors and maintains the overall operation of the hotel, ensuring compliance with safety, security, and quality standards.

Revenue & Marketing Strategy:

• Develops and implements marketing and sales plans to maximize REVPAR and Market Share.
• Analyzes competitor success and markets directly against them in key demand segments.
• Ensures hotel standards contribute to a consistent and exceptional guest experience.
• Oversees the development of added-value customer service programs to enhance guest satisfaction.

Financial Oversight & Budget Management:

• Accurately forecasts revenues and expenses, anticipating cost challenges to maximize revenue.
• Analyzes financial and operational data regularly to adjust business plans, labor needs, and operating costs.
• Allocates funds across departments and approves expenditures within budgetary guidelines.
• Prepares budgets, marketing strategies, and sets targets to achieve financial goals.
• Recommends capital expenditures to enhance efficiency and services, ensuring spending aligns with financial objectives.

Human Resources & Staff Development:

• Manages recruitment, selection, orientation, and training for a qualified workforce.
• Conducts performance appraisals and monitors staff performance in alignment with hotel objectives.
• Ensures training and development plans are met for staff across departments.
• Promotes employee engagement, encouraging high levels of service through rewards and recognition programs.
• Ensures all staff comply with hotel policies, procedures, and financial control systems.

Leadership & Coordination:

• Leads hotel operations to achieve financial targets, ensuring alignment across departments with overall objectives.
• Collaborates regularly with department heads to provide direction, strategize, and coordinate efforts.
• Represents the hotel in regulatory reviews and external communications, ensuring compliance with policies and standards.
• Enforces discipline and upholds behavioral standards, maintaining fairness and consistency in staff management.
• Monitors team performance, provides constructive feedback, and conducts coaching or counseling sessions to foster growth.
• Identifies training needs and recommends development opportunities, organizing and evaluating the effectiveness of on-the-job training programs.
• Recommends and supports recruitment efforts in collaboration with HR, ensuring the onboarding of qualified housekeeping staff, including supervisors and room attendants.
• Manages agency staff contracts, ensuring adherence to work standards.
• Approves the department's functional manual and sets departmental goals and KPIs aligned with the hotel's vision.
• Maintains accurate records of inventory, staff schedules, and compliance certifications to support operational efficiency.

QUALIFICATIONS

• College graduate of any four (4) year degree
• At least two to three (2-3) years of experience in the same capacity
• At least three to five (3-5) years of work experience as a Senior Butler
• Pre-opening experience is an advantage
• Demonstrates outstanding customer service skills with the ability to effectively communicate both verbally and in writing. Proficiency in additional languages such as Chinese or Korean is a plus.
• Exhibits a polished, professional demeanor with strong organizational skills, ensuring attention to detail and efficient task management.
• Maintains a pleasing personality, strong work ethic, and a positive attitude, even during challenging or long hours.
• Computer literate with the ability to use relevant software and tools to perform duties effectively.
• Leads by example, motivating the team through a collaborative and inclusive approach. Strong team player with excellent interpersonal skills to build rapport and foster a positive work environment.
• Capable of maintaining a professional aura when interacting with high-profile external guests, ensuring top-tier service and discretion.