Residence Butler

Job Description

The Opportunity

The Residence Butler is at the heart of the Raffles Boston residential experience, delivering highly personalized, intuitive, and discreet service that defines modern luxury living. Reporting to the Director of Residences, this role is responsible for curating and elevating every aspect of the resident journey — from pre-arrival through post-departure — ensuring seamless, bespoke experiences that reflect the legacy and elegance of the Raffles brand.

As a trusted and highly visible presence, the Residence Butler builds meaningful relationships with residents, anticipates needs with precision, and orchestrates tailored experiences across all touchpoints. This role collaborates closely with hotel operations, including Front Office, Housekeeping, Food & Beverage, and Spa, to ensure alignment, consistency, and excellence in every interaction.

What You Will Do

Luxury Service & Resident Experience

• Serves as a dedicated point of contact for residents, delivering thoughtful, anticipatory, and highly personalized service at every stage of the journey.
• Curates bespoke experiences tailored to individual preferences, occasions, and lifestyles, ensuring memorable and meaningful moments.
• Engages residents with warmth, discretion, and emotional intelligence, fostering trust, loyalty, and long-term relationships.
• Orchestrates arrivals, in-residence experiences, and departures with precision, ensuring effortless and seamless execution.
• Anticipates and fulfills resident needs through attentive observation, proactive communication, and deep understanding of preferences.

Operational Excellence & Service Delivery

• Executes all aspects of Raffles Butler service in alignment with global standards, SOPs, and local operating procedures.
• Coordinates across departments to ensure seamless delivery of services including housekeeping, in-room dining, reservations, transportation, and wellness experiences.
• Performs personalized in-residence services such as unpacking/packing, garment care, shoe care, and dining service with professionalism and attention to detail.
• Maintains accurate and detailed resident profiles, preferences, and service notes within operational systems.
• Proactively resolves service challenges and escalates concerns appropriately, ensuring timely and effective resolution.

Communication & Relationship Management

• Acts as a central liaison between residents and all hotel departments, ensuring clear communication and follow-through.
• Maintains consistent engagement with residents before, during, and after their stay, ensuring continuity and personalization.
• Partners with internal teams to align on resident expectations, preferences, and service delivery plans.
• Upholds the highest levels of confidentiality, discretion, and professionalism in all interactions.

Innovation, Upselling & Brand Contribution

• Champions the Raffles brand through delivery of distinctive, curated, and trend-forward experiences.
• Identifies opportunities to enhance the resident experience through creative service offerings and partnerships.
• Supports revenue generation through thoughtful upselling of hotel outlets, services, and experiences.
• Contributes to continuous improvement initiatives, guest recognition programs, and service innovation projects.

Standards, Safety & Compliance

• Ensures full compliance with brand standards, quality audits, and operational procedures at all times.
• Upholds health, safety, and security protocols, responding appropriately to any incidents or concerns.
• Maintains a polished personal presentation and professional demeanor reflective of a luxury environment.
• Participates in ongoing training, role plays, and development programs to continuously elevate service delivery.

Qualifications

What You Bring

Experience & Qualifications

• Degree or Diploma in Hospitality Management or a related field preferred.
• Minimum 2 years of experience as a Butler or in a luxury guest-facing role within an ultra-luxury hotel or residential environment.
• Strong operational knowledge across Front Office, Housekeeping, and Food & Beverage.
• Experience working with Property Management Systems (Opera preferred) and guest service platforms.
• Valid driver’s license required.

Service Style & Personal Attributes

• A refined, intuitive service professional with a passion for luxury hospitality and personalized guest experiences.
• Warm, gracious, and highly detail-oriented, with the ability to anticipate needs effortlessly.
• Emotionally intelligent with strong interpersonal and communication skills.
• Highly discreet, trustworthy, and capable of maintaining confidentiality at all times.
• Proactive, adaptable, and resourceful in a dynamic, fast-paced luxury environment.
• Polished presentation with impeccable grooming and professional presence.

Work Environment & Physical Requirements

• Flexible schedule required. Current staffing needs are for Saturday and Sunday PM shifts, with occasional weekday, and holiday coverage based on resident needs.
• Active role requiring prolonged standing, walking, and occasional lifting or movement of items. Heavy work - Exerting up to 100 pounds of force occasionally, and/or 50 pounds of force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
• Ability to operate effectively in a high-touch, detail-oriented luxury residential setting.

Additional Information

What We Offer

• Hourly Range: $31.20 probationary rate for the first 90 days of employment, increased to $34.66 upon successful completion of 90 day probationary period.
• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Excellent Company benefits including medical, dental, vision and life insurance.
• Personalized development opportunities across Accor's extensive brand portfolio.  
• Ability to make a difference through our Corporate Social Responsibility activities