Butler

Role overview

Guest journey and service

• Own the guest relationship from pre-arrival to post-departure and coordinate departments to deliver a seamless experience.
• Review guest profiles, preferences, and special occasions; make pre-arrival contact and personalize arrival arrangements.
• Conduct in-room check-ins and orientations and communicate through written, digital, and verbal channels.
• Anticipate needs, manage requests through completion, and handle complaints and service failures with accountability.
• Inspect rooms, execute rituals and special occasion setups, provide packing and unpacking service, and monitor DND and OOO rooms.
• Maintain guest notes and recommend suitable experiences, dining, and services.

Standards and collaboration

• Maintain knowledge of butler SOPs, Raffles brand standards, LQA criteria, room categories, facilities, and local events and culture.
• Coordinate with Housekeeping, Private Dining, Front Office, Engineering, Concierge, and other departments.
• Attend briefings, department meetings, and training; contribute to a reliable, supportive team culture.

Core competencies

• Guest journey ownership, empathy, anticipation, emotional intelligence, personalization, cultural sensitivity, service recovery, attention to detail, multitasking, and interpersonal skills.
• Maintain a neat, polished appearance and a warm, composed presence.

Qualifications and experience

• Minimum two years of guest-facing experience in a luxury or ultra-luxury hotel environment.
• Fluent spoken and written English; Arabic is preferred and additional languages are a plus.
• A university degree, preferably in Hospitality Management, Tourism, or a related field, is preferred.
• Knowledge of Housekeeping, Food & Beverage, and/or Guest Relations operations.

Employee benefits

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

Application process

• Applicants are asked to complete a profile and questionnaire with AssessFirst as a mandatory candidacy step.