Assistant Head Butler

OverviewWe are a global luxury hospitality brand with a rich history and a commitment to thoughtful, personal service. Raffles the Palm Dubai is a five-star hotel on Palm Jumeirah, featuring 353 rooms, suites, and villas, with pan-Indian crafted touches and a range of amenities and event spaces.The Assistant Head Butler is responsible for supporting the Head Butler in overseeing all aspects of the Butler Services department, ensuring the highest levels of personalized guest service in alignment with Raffles' standards of luxury and excellence. This role is both operational and administrative, focused on team leadership, guest satisfaction, training, and quality assurance.ResponsibilitiesGuest Experience And Service ExcellenceEnsure the flawless execution of the Raffles Butler Service across all touchpointsPersonally greet VIP and long-stay guests and ensure their preferences and expectations are met or exceededEnsure the butler team observes and collects guest preferences and interests to facilitate the personalization of their experienceCreate "magic" with the teamAct as a primary contact for Butler-related guest issues or special requests, handling them promptly and professionallyEnsure that Butlers deliver the Raffles touch by exceeding the resident's expectations and providing proactive personalized serviceTeam Leadership & TrainingSupervise daily operations and allocate butlers according to business levels and guest requirementsSupport the recruitment, onboarding, and continuous training of butler team membersConduct regular coaching, training and performance evaluations to ensure consistent luxury serviceLead by example and foster a culture of engagement, empowerment, and attention to detailProvide an environment which is congenial and ensure that all team members receive unbiased supervisionEnsure that butlers receive appreciation for their efforts in the form of regular feedback and recognitionEnsure that up selling is optimized and hotel products and facilities are utilized to the utmost by all residentsEnsure that long staying residents/ special attention residents/ occasion celebrating residents are given greater importance and are taken care of exclusivelyOperational SupportAssist in the development and implementation of SOPs and service standardsMaintain updated records of guest preferences, incidents, and feedback in coordination with the Guest Experience and Front Office teamsOversee stock control for butler supplies and amenities, ensuring availability and cost controlEnsure cleanliness, readiness, and presentation of all butler pantries and guest arrival spacesAssist in monitoring and controlling relevant procedures including lost and found, key control, security and emergency procedures, health and safety for employees and residentsInspect rooms and pantries on a regular basis to ensure amenities, preferences and other such points are taken care of and carried out flawlesslyCoordination and CommunicationLiaise with Housekeeping, Food & Beverage, In-Room Dining, and Engineering to coordinate seamless guest experiencesConduct daily briefings and ensure each shift has a briefing done before butlers go to the floorSupport the Head Butler in planning for VIP arrivals, special occasions, and guest itinerariesAct as the department head in the absence of the Head ButlerOccupational Health And Safety ResponsibilitiesDemonstrate awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelinesBe aware of duty of care and adhere to occupational, health and safety legislation, policies and proceduresBe familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensiblyInitiate action to correct a hazardous situation and notify supervisors of potential dangersLog security incidents and accidents in accordance with hotel requirementsQualificationsBachelor Degree from School for Tourism & Hotel ManagementMinimum two / three years' experience as a Butler with at least 2 years at the supervisory levelStrong leadership, organizational, and interpersonal skillsFluent in English; additional languages are an advantageHigh attention to detail, with a warm, discreet, and refined service approachFlexibility to work varied shifts, including evenings, weekends, and holidaysPersonal AttributesAbility to work cohesively with co-workers and managers as part of a teamAbility to be attentive to guest needs, remaining calm and courteous at all timesAbility to promote positive relations with hotel guests as well as the teamActs with integrity, dedication and support for continuous improvementGood knowledge of the entire Front Office OperationsMust be a self-starter, coach & mentor who can motivate the Team to perform their bestAble to exercise good judgment with difficult guests & the teamUnderstanding and ability to work in a multi-cultural environment #J-18808-Ljbffr