Guest Experience Butler

Company Description

Raffles Boston is a state of mind—an iconic legacy in motion, reimagined for a new era. Since the Raffles Brand founding in Singapore in 1887, Raffles has set the standard for gracious hospitality, cultural curiosity, and legendary service. In Boston, that legacy comes to life as the brand’s North American flagship, blending timeless elegance with contemporary hotel craft in the heart of one of the world’s most storied cities.

At Raffles Boston, our people are the soul of everything we do. We are custodians of culture, champions of community, and passionate stewards of meaningful guest experiences. Guided by respect, integrity, belonging, and excellence, we create an environment where every interaction is thoughtful and every moment leaves a lasting impression. Here, guests arrive as visitors, leave as friends, and return as family.

Job Description

The cornerstone of the Raffles experience, the Raffles Butler encompasses a spectrum of responsibilities from pre-arrival, arrival, in-stay, departure and post-stay arrangements for guests. Reporting to the Butler Manager/Head Butler/Director of Front Office, the role ensures that the highest level of hospitality and brand standards are delivered. As the primary curator of the guest journey, the Raffles Butler will act as the epicenter of the department, ensuring presence at all times, providing a seamless guest experience to all residents. Mainly responsible for meet and greet, arrival escort, hotel and room orientation and touching tables – integrating diverse operational functions into a cohesive experience. The role also involves porterage and delivery/pickup of guest luggage and the safekeeping and storage of guest belongings. A well-rounded and skillful individual, he or she possesses general understanding in front office, housekeeping and food & beverage, spa, concierge and other touch points in the hotel.

With a purpose to preserve the guest experience, the butler is responsible for personalizing interactions in person, by phones or chat with the aim to guide and assist clients throughout the guest journey, while also being intuitive to guest’s needs and wants. An ambassador of the hotel, he or she will take the lead in ensuring all guests are met on arrival with a constant follow up during the stay until after check-out. Far more than a service provider, the Butler is an intuitive diplomat who possesses the emotional intelligence to interpret unspoken needs and the confidence to own the guest experience entirely. As the custodian of guest resolution, they approach challenges with a spirit of recovery, in a quest for magic, and transforming moments of friction into lasting trust and a dedicated guardianship of the Raffles promise.

Duties and Functions:

• Consistently exemplifies professional, engaging and friendly service, ensuring the Raffles brand positioning, personality, service culture and values are always personalized.   
• Adhere to global brand Standard Operating Procedure (SOP) and implement Raffles Boston Local Standard Operating Policies and Procedure (LSOP) and Sequence of Service. 
• Responsible for exemplifying the training and compliance to brand, local standards and other third-party audits. 
• Instrumental in the overall guest journey from pre-arrival to post-departure.
• A strong presence and contribution in the arrival experience
• Be a driving force behind guest-centric projects aimed at elevating the guest recognition and experience and finding creative service innovations and solutions.  
• Handling Pre-arrival Experience
  • Ability to clearly enter and execute Reservation Notes, Alerts, Traces in Opera.
  • Intuitively anticipate, through observation and interactions, residents’ and guests’ needs and wants and orchestrates unique Raffles experiences. 
  • Assist in organizing celebrations of residents’ special occasions, ensuring all proper traces are set and departments know prior to arrival.
  • Monitor Butler Inbox and respond within four (04) hours upon receipt of email.
• • Handle ordering of amenities and personalized touches by entering requests in Alice 48 prior to arrival (2 days in advance)
  • Handle writing butler cards for welcome, butler surprises, apology and gifting
• Arrival and Hotel Orientation
  • Establish butler presence on arrival at check-in, knocking in the room or phone call
  • Delivery and pick up of guests’ luggage and belongings to and from the room, completed within ten (10) minutes
  • Manage guest luggage including wardrobe handling, unpacking and packing service
  • Escorting guest from Ground Lobby to Sky Lobby to guestrooms while introducing hotel facilities
  • Offering guestroom orientation on arrival, pointing out two to three main features of