Director of Luxury Guest Services

Company Description

Raffles Hotel Singapore is one of the few remaining great 19th century hotels in the world, perfectly preserved both inside and out, giving it an intoxicating blend of luxury, history and classic colonial design. Its distinctive architecture, legendary heritage and iconic service continue to enthrall visitors where suites, social spaces, award-winning restaurants and bars are presented for discerning travellers. No visit to Singapore is complete without a stay here, where the grand historic hotel exudes old-world grandeur infused with the unique charm of the city state.

Job Description

The Director of Luxury Guest Services is the visionary leader of the Butler department, setting the tone and standard for ultra-luxury, emotionally resonant guest service. As the highest-ranking Butler position, the Chief Butler leads all aspects of Butler operations, acting as both strategist and coach — elevating service standards to world-class levels while embodying poise, empathy, and discretion.

With deep cultural fluency and an absolute luxury mindset, the Director of Luxury Guest Services inspires a team of Butlers and the Butler Managers to deliver highly personalized, anticipatory experiences tailored to an international clientele. This role integrates refined service, regional expertise, and operational mastery, ensuring every guest touchpoint is aligned with Forbes 5-Star, Leading Quality Assurance (LQA), and brand SOPs.

The Director of Luxury Guest Services drives innovation, maintains the elegance of tradition, and ensures that each guest feels personally seen, understood, and valued. This position also plays a strategic role in experience design, guest engagement, revenue generation, and team development.

Primary Responsibilities

Executes Core Tasks

• Oversees end-to-end Butler service from pre-arrival to departure, ensuring world-class standards in suite readiness, amenities, service rituals, and personalized guest experiences.
• Ensures flawless execution of daily operations through suite inspections, VIP engagements, and service experience design.
• Aligns Butler services with Accor values: Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.
• Collaborates with F&B and Concierge teams to ensure Butler service standards are integrated into dining, wellness, and pre-arrival experiences.
• Partners with Concierge leadership to orchestrate seamless pre-arrival and stay experiences, ensuring anticipation of guest preferences and flawless communication across departments.
• Directs and participates in service recovery with a focus on Forbes 5-Star, LQA, HACCP, and guest satisfaction KPIs.

Experience and Revenue Innovation

• Owns and manages the Butler Department’s annual Budget, CAPEX planning, P&L accountability, and monthly Forecasts.
• Partners with Sales & Marketing to develop and execute revenue-generating upsell programs, private dining concepts, curated luxury packages, and branded collaborations.
• Drives Butler-led experiential revenue through in-room rituals, bespoke services, exclusive cultural immersions, and city discovery experiences.
• Collaborates with F&B to design and implement bespoke dining rituals, wine and beverage service etiquette, and restaurant-hosted experiences aligned with Forbes 5-Star and LQA standards.
• Maintains close relationships with vendors, artisans, and regional tastemakers to enrich the department’s experiential offerings.
• Explores internal and external opportunities for luxury enhancements, lifestyle partnerships, and market-relevant innovation.

Management and Leadership

• Leads recruitment, onboarding, and development of a world-class Butler team with emotional intelligence, service intuition, and unwavering commitment to excellence.
• Leads cross-departmental service training to reinforce luxury standards and guest-centric behaviors beyond the Butler team, internally and externally, as required.
• Conducts ongoing training in luxury etiquette, Forbes 5-Star standards, LQA requirements, service culture, and operational precision.
• Coaches the Butler Manager and senior team to drive ownership, creativity, and leadership maturity.
• Supports Restaurant & Bars leadership in delivering training on guest etiquette, service rituals, and luxury dining standards, reinforcing Forbes and LQA benchmarks.
• Monitors individual and team performance; conducts regular appraisals, provides developmental feedback, and drives high colleague engagement and morale.
• Develops SOPs and service sequences that reflect innovation, consistency, and luxury service ethos.

Improves Quality of Product and Services

• Acts as the senior escalation point for guest concerns and ensures proactive resolution with discretion, empathy, and timeliness.
• Champions service audits, hygiene compliance, and safety standards including WSH, HACCP, and guest confidentiality protocols.
• Leads quality assurance processes and guides the Butler team in maintaining audit readiness and continuous improvement.
• Ensuring seamless alignment of Butler, Concierge, and F&B service culture to deliver an integrated ultra-luxury guest journey.
• Supports sustainability, CSR programs, and local community engagement in line with hotel and corporate objectives.
• Performs any other duties and responsibilities that may be assigned.

Qualifications

Candidate Profile

Knowledge and Experience

• Diploma or Degree in Hotel or Tourism Management.
• Minimum 8 years of relevant experience in ultra-luxury hospitality with at least 5 years in a senior leadership role.
• Strong Butler and Front Office background.
• Proven experience managing budgets, CAPEX, and P&L.
• International experience or exposure to global luxury standards.

Competencies

• Excellent communication in English; fluency in an additional language is a plus.
• Outstanding leadership, interpersonal, and coaching skills.
• Financial acumen with strong analytical and strategic planning capabilities.
• High emotional intelligence and cultural sensitivity.
• Expert in luxury service standards (Forbes 5-Star, LQA).
• Visionary mindset with strong execution skills.
• Creativity, experiential innovation, and local market insight.
• Discreet, polished, and personally aligned with luxury and sophistication.
• Strong crisis management and service recovery skills.
• Hands-on leader with a guest-centric and team-empowering philosophy.

Additional Information

Benefits of Joining Raffles Hotel Singapore

• 5-day Work Week.
• Duty Meals are provided.
• Colleagues’ Discount and/or Preferential Room Rates at worldwide Accor Hotels.
• Flexible Benefit – Dental/Optical/Vacation Expenses/Children’s Education.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.