Director of Butler Services

**Job no**: 500427

**Work type**: Full Time

**Location**: Marina Bay Sands

**Categories**: Concierge / Front Office, Hotel - Management

**Summary of Job Responsibilities**

The Director of Butler Services oversees the daily operations, leads with passion and manages the operational planning and service quality of the Butler team. A creative and responsible individual, the Director of Butler Services displays a strong sense of leadership, is a great communicator and constantly monitors the service levels to ensure guests’ experience exceeds expectations. The Director of Butler Services plays a vital role in growing the Butler team, conducts training and foster learning and competencies.

The Director of Butler Services performs his or her duties with utmost integrity, flexible under pressure yet excels in a fast-paced environment.

**JOB SCOPE**
- **Lead in Service and Operational Excellence**
- Engage team members to ensure high competency and commitment to perform and provide world-class services
- Possess professional skills and knowledge while maintaining positive TM relations and guests satisfaction.
- Innovate/contribute new ideas and cooperate in the execution of strategic plan initiatives in support of the company vision, mission, values and guiding principles.
- Conduct service audit to ensure Service Quality Standards are met
- Be directly involved in service enhancement or equivalent exercise, review of service measurement index such as Net Promoter Score (NPS) including action planning and follow through
- Respond, resolve, and review guest comments, requests, and feedback in a timely and professional manner
- Lead a team of approximately 100-200+ team members
- **Employee Engagement**
- Recruit and train new butlers and butler leaders, facilitate on-the-job training
- Embrace the OneMBS culture through empowerment of team members to further enhance the ability of all team members to exceed customer expectations and deliver extraordinary experiences
- Establish learning and development plans and opportunities to all TMs
- Conduct regular meetings to communicate departmental updates and review of operational standards
- Lead in supporting Sands Cares and Sustainability programs
- Work closely with internal teams and relevant departments to ensure seamless guest experience
- **Manage Documentation, Financials and Reports Management**
- Responsible for monitoring the department’s capital and operating expenses and providing timely updates.
- Review systems and processes for workflow and productivity improvement
- Perform any other duties and responsibilities as and when assigned
- **Day to Day Operations**
- Perform VIP Guest meet and greet, escort guest within and off premises and provide a fond farewell within set service standards and standard operating procedures
- Personalize service by anticipating guest needs, document guest preferences, respond promptly to requests, provide impeccable service standards and always ensure guest satisfaction
- Collaborate with in-room dining/housekeeping to ensure perfect cleanliness and orderliness of butler suites, provision of daily amenity(s), ensure equipment are in good working condition
- Respond to guest requests and answer queries; able to do quick research if answer is not readily available, ability to innovate and recommend new ideas to enhance guest experience
- Keep up to date of on-property promotions, familiar with the local culture, communities, festivities, events and performances, in town offerings and attractions.
- Adapt to changes and ensure adherence to organizational operating procedures, policies and service standards
- **Manage Operational Risks**
- Implement Marina Bay Sands Workplace Safety and Health Policy practices
- Ensure that all TMs are complying to all MBS policies and guidelines.
- Report any work incidents; may include vandalism, fight, fire, abuse, accidents, etc.
- Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department.
- Manage emergency situations.

**JOB REQUIREMENTS**

**Education**
- Diploma or Bachelor Degree in Hospitality Management from a recognized institution is an advantage.

**Required Experience**
- Minimum 20 years’ butler and butler departmental leadership experience.

**Competencies**
- Strong customer service and communication skills
- Mature, meticulous, resourceful, organized, and able to work independently and under pressure
- A team player who takes initiative to assist other Team Members when required
- Impeccable follow-through; and “Can Do” attitude
- Have an excellent command of spoken and written English, any additional language is an advantage
- Mature, meticulous, resourceful, organized, and able to work independently
- Well-groomed and professional disposition
- Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent