Head Butler

Job Description

We invite you to join the world of luxury hospitality at Raffles Dubai as our new Head Butler.  

The Head Butler is the strategic nerve centre of the Butler Service department, reporting directly to the Director of Guest Experience and operating as a senior leader across the organisation. This role sits at the intersection of the guest journey, operational excellence, and financial performance.

The Head Butler sets the philosophy by which the department operates and the standard by which every team member is measured. They are the guardian of the Raffles promise, championing the 'We Are All Butlers' philosophy across the wider hotel.

KEY AREAS & RESPONSIBILITIES

• Hold mastery-level knowledge of all Butler Service SOPs to ensure they are understood and to evolve them.
• Stay fully current on Raffles Brand Standards, LQA criteria, and the global benchmarks that define ultra-luxury hospitality.
• Maintain comprehensive knowledge of all operational platforms used across the department; ensuring systems serve the team.
• Demonstrate thorough knowledge of the hotel's full offering, and of the competitive landscape within which it operates.
• Enforce Butler standards and procedures across the full organisation with authority, consistency, and genuine investment in the outcome.
• Internalise and embody the Raffles brand personality in every interaction: Charming, Graceful, Thoughtful, and Welcoming.
• Serve as the principal point of contact for VIP, government, and long-stay guests, delivering the hallmark of Butler in Residence service with personal accountability for the arc of every stay.
• Operate as the ultimate orchestrator of the guest journey, ensuring the butler team holds the connecting thread across every department and every touchpoint.
• Personally engage with arriving and departing guests at the highest level.
• Monitor guest feedback across all platforms, translating data into direction and insight into action.
• Lead service recovery for the most complex, sensitive, and high-profile situations with composure, full ownership, and a commitment to restoring trust completely.
• Embody the 'We Are All Butlers' philosophy across the wider hotel, ensuring every department understands its role in the guest journey and takes ownership of its part.
• Be proactively present: visible to guests and accessible to the team.
• Lead, inspire, and develop the full Butler Service team through a culture of ownership, excellence, and genuine human connection.
• Champion the 'We Are All Butlers' philosophy as a hotel-wide mindset; in partnership with the Hotel Manager and across all departmental leadership.
• Oversee recruitment and onboarding of all Butler team members.
• Conduct performance evaluations, providing individualised feedback and recognition.
• Protect the integrity of the butler role, ensuring the team remains focused on the guest journey and free from dilution by tasks that belong to other departments.
• Conduct comprehensive monthly departmental meetings; covering performance, procedures, and culture.
• Collaborate with departments to ensure the butler team orchestrates, not operates in isolation.
• Attend and lead training sessions with active engagement; modelling the standard of continuous learning the team is expected to meet.
• Hold accountability for the department's contribution to occupancy, ancillary revenue, and the commercial performance of the guest experience offer.
• Contribute to experience packaging, upselling strategy, and the commercial positioning of butler service as a driver of rate integrity.
• Plan the departmental budget and yearly revenue targets in collaboration with the Hotel Manager.
• Prepare and present statistical, performance, and quality forecast reports.
• Implement departmental action plans in alignment with the hotel's strategic and commercial objectives.
• Analyse guest feedback with commercial as well as emotional intelligence.
• Oversee shift scheduling, resource planning, and payroll alignment in line with occupancy demands and operational priorities.
• Ensure strict compliance with health, safety, and Accor policy standards across all butler operations.

Qualifications

What will you bring to this role? 

Core Competencies

• Guest Journey Orchestration
• Team Leadership & Coaching
• Empathy & Anticipation
• Commercial Acumen
• Emotional Control
• Executive Presence
• Service Recovery
• Cultural Sensitivity
• Strategic Thinking

Physical Attributes

• Neat and polished appearance.
• Good posture.
• Warm and approachable presence.

Languages

• Oral and written fluency in English.
• Preferably Arabic Speaker
• Additional languages is a plus

Qualifications

• University degree, preferably in Hospitality Management, Tourism, or a related field. Extensive knowledge of hotel operations.

Experience

• Minimum 5 years of experience in a luxury or ultra-luxury hotel, with at least 2 years in a senior leadership role.

OTHERS

• Embrace the Raffles brand promise and luxury in your role and in all your interactions. 
• Foster an inclusive environment where every individual feels valued and respected 
• Create an environment where colleagues are empowered, supported and recognized 
• Drive top performance to achieve exceptional results 

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. 

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic.​

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.