Director, Butler Services
Four Seasons Hotels
Director, Butler Services
Job Description
About Four Seasons:Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.About the location:Opened in 2008, Four Seasons Hotel Macao has become a coveted destination for both business and leisure travelers who seek exceptional and personalized services. Its numerous awards and satisfied customers attest to its excellence. In October 2020, Four Seasons Hotel Macao introduced The Grand Suites, an all-suite tower that took the concept of luxury and bespoke services to new heights. With the addition of 289 suites, the Hotel's room count increased to a combined total of 649 keys, making it the largest property within the Four Seasons group. Situated at the heart of the Cotai Strip, the hotel provides an elegant oasis with elite entertainment, high-end shopping, world-class dining, and the indulgent pampering that defines Four Seasons.About the roleThe Director, Butler Services plays a key role in shaping and elevating the luxury service culture. This position leads workplace hospitality delivery, premium service improvement programs and the strategic management of the department hierarchy. This role blends a passion for operational excellence with data-driven performance consulting to deliver impactful service strategies across our exclusive Butler and Grand Connection team, ensuring all employees possess the elite skills to reflect our ultra-luxury brand standards and drive measurable service excellence.What you will doDevelop and implement service enhancement initiatives and innovative guest experience strategies that elevate guest satisfaction, strengthen brand reputation, uphold luxury hospitality standards and create memorable, personalized experiences that exceed expectations.Monitor guest feedback, service recovery outcomes and key performance metrics to identify improvement opportunities, drive continuous enhancement initiatives and maintain exceptional service standards.Collaborate closely with Casino Executive Management and cross-functional operational departments to ensure the seamless coordination and execution of guest arrivals, departures, itineraries and movements, delivering a flawless and highly personalized experience.Cultivate a high-performing and service-driven culture that embraces anticipatory guest service, meticulous attention to detail, operational excellence and a commitment to exceeding guest expectations.Develop, implement and oversee comprehensive training and development programs for the Butler team, ensuring excellence in luxury service delivery, hospitality etiquette, operational standards, leadership capabilities and continuous professional growth.Provide strategic leadership and direction to the Butler and Grand Connection teams, driving performance excellence, accountability, engagement, succession planning and ongoing professional development.Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.Works harmoniously and professionally with co-workers.What you bringBachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field required.Minimum 10 years of experience in luxury hospitality or private service, with at least 5 years of experience working in a managerial capacity.Extensive experience leading Butler operations in a luxury hospitality setting, with a proven ability to deliver exceptional personalized service and manage high-performing teams.Reading, writing and oral proficiency in Cantonese, Mandarin and English.Exceptional leadership and team management skillsDeep knowledge of butler service, etiquette, protocol and international standardsStrong emotional intelligence and guest-centric mindsetExcellent communication and problem-solving abilities.High level of discretion, professionalism and attention to detail. What we offer: Competitive Salary, wages, and a comprehensive benefits packageExcellent Training and Development opportunitiesComplimentary Accommodation at other Four Seasons Hotels and ResortComplimentary Dry Cleaning for Employee UniformsComplimentary Employee MealsSchedule & Hours:48 Hours weeklyWork on shift
Locations
- Four Seasons Macau
Skills Required
- luxury hospitalityintermediate
- Cantoneseintermediate
- butler serviceintermediate
Required Qualifications
- Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field required. (degree in hospitality management)
- Minimum 10 years of experience in luxury hospitality or private service, with at least 5 years of experience working in a managerial capacity. (experience, 10 years)
- Extensive experience leading Butler operations in a luxury hospitality setting, with a proven ability to deliver exceptional personalized service and manage high-performing teams. (experience)
- Reading, writing and oral proficiency in Cantonese, Mandarin and English. (experience)
- Exceptional leadership and team management skills (experience)
- Deep knowledge of butler service, etiquette, protocol and international standards (experience)
- Strong emotional intelligence and guest-centric mindset (experience)
- Excellent communication and problem-solving abilities. (experience)
- High level of discretion, professionalism and attention to detail. (experience)
- Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related field required. (degree in hospitality management)
- Minimum 10 years of experience in luxury hospitality or private service, with at least 5 years of experience working in a managerial capacity. (experience, 10 years)
- Extensive experience leading Butler operations in a luxury hospitality setting, with a proven ability to deliver exceptional personalized service and manage high-performing teams. (experience)
- Reading, writing and oral proficiency in Cantonese, Mandarin and English. (experience)
- Exceptional leadership and team management skills (experience)
- Deep knowledge of butler service, etiquette, protocol and international standards (experience)
- Strong emotional intelligence and guest-centric mindset (experience)
- Excellent communication and problem-solving abilities. (experience)
- High level of discretion, professionalism and attention to detail. (experience)
Responsibilities
- Develop and implement service enhancement initiatives and innovative guest experience strategies that elevate guest satisfaction, strengthen brand reputation, uphold luxury hospitality standards and create memorable, personalized experiences that exceed expectations.
- Monitor guest feedback, service recovery outcomes and key performance metrics to identify improvement opportunities, drive continuous enhancement initiatives and maintain exceptional service standards.
- Collaborate closely with Casino Executive Management and cross-functional operational departments to ensure the seamless coordination and execution of guest arrivals, departures, itineraries and movements, delivering a flawless and highly personalized experience.
- Cultivate a high-performing and service-driven culture that embraces anticipatory guest service, meticulous attention to detail, operational excellence and a commitment to exceeding guest expectations.
- Develop, implement and oversee comprehensive training and development programs for the Butler team, ensuring excellence in luxury service delivery, hospitality etiquette, operational standards, leadership capabilities and continuous professional growth.
- Provide strategic leadership and direction to the Butler and Grand Connection teams, driving performance excellence, accountability, engagement, succession planning and ongoing professional development.
- Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
- Works harmoniously and professionally with co-workers.
- Develop and implement service enhancement initiatives and innovative guest experience strategies that elevate guest satisfaction, strengthen brand reputation, uphold luxury hospitality standards and create memorable, personalized experiences that exceed expectations.
- Monitor guest feedback, service recovery outcomes and key performance metrics to identify improvement opportunities, drive continuous enhancement initiatives and maintain exceptional service standards.
- Collaborate closely with Casino Executive Management and cross-functional operational departments to ensure the seamless coordination and execution of guest arrivals, departures, itineraries and movements, delivering a flawless and highly personalized experience.
- Cultivate a high-performing and service-driven culture that embraces anticipatory guest service, meticulous attention to detail, operational excellence and a commitment to exceeding guest expectations.
- Develop, implement and oversee comprehensive training and development programs for the Butler team, ensuring excellence in luxury service delivery, hospitality etiquette, operational standards, leadership capabilities and continuous professional growth.
- Provide strategic leadership and direction to the Butler and Grand Connection teams, driving performance excellence, accountability, engagement, succession planning and ongoing professional development.
- Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
- Works harmoniously and professionally with co-workers.
Benefits
- general: Competitive Salary, wages, and a comprehensive benefits package
- general: Excellent Training and Development opportunities
- general: Complimentary Accommodation at other Four Seasons Hotels and Resort
- general: Complimentary Dry Cleaning for Employee Uniforms
- general: Complimentary Employee Meals
- general: Competitive Salary, wages, and a comprehensive benefits package
- general: Excellent Training and Development opportunities
- general: Complimentary Accommodation at other Four Seasons Hotels and Resort
- general: Complimentary Dry Cleaning for Employee Uniforms
- general: Complimentary Employee Meals
Tags & Categories
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