Butler

About Raffles The Palm

Role Overview

Guest Journey

• Review guest profiles and preferences, personalize arrivals, conduct room orientations, and remain proactively available throughout each stay.
• Manage requests, coordinate departments, track completion, and follow up with guests.
• Handle complaints and service failures with ownership, composure, and service recovery.
• Execute room inspections, Raffles Rituals, special-occasion setups, and packing or unpacking services.
• Maintain butler notes and recommend appropriate dining, experiences, and services.

Service Knowledge and Collaboration

• Maintain knowledge of Butler Service SOPs, Raffles Brand Standards, LQA criteria, and Forbes Travel Guide standards.
• Know room categories, suite configurations, food and beverage offerings, facilities, local culture, and seasonal events.
• Collaborate with Housekeeping, Private Dining, Front Office, Engineering, Concierge, and other departments.
• Attend briefings, meetings, and training and contribute to a reliable, discreet, supportive team culture.

Qualifications

• Minimum 2 years of guest-facing experience in a luxury or ultra-luxury hotel environment.
• English proficiency is essential; additional languages are a plus.
• A university degree in Hospitality Management, Tourism, or a related field is preferred.
• Opera PMS knowledge is required, while familiarity with Forbes or LQA standards is preferred.
• Butler certification or equivalent professional training is listed as a qualification.
• Availability for nights, weekends, and holidays is required.

Employee Benefits

• Colleague benefits include complimentary upgrades, extended stays, discounted stays across Fairmont and Raffles properties, and dining and wellness discounts.

Values and Inclusion