Butler

SCOPE OF WORK
The Hotel Butler provides personalized, anticipatory service to guests, ensuring a seamless and exceptional stay experience. This role focuses on attention to detail, discretion, and delivering services tailored to individual guest preferences.
In the absence of VIP guests requiring dedicated service, the Butler will support daily operations by undertaking Guest Relations duties (referring to Guest Relation Job Description), ensuring service standards are maintained and providing personalized assistance to in- house guests as needed.
The Hotel Butler will remain on- site at the hotel to personally attend to guests and provide dedicated assistance in accordance with their scheduled activities and individual preferences.
KEY
RESPONSIBILITIES AND ACCOUNTABILITIES

• Personally reach out to guests (when appropriate) to reconfirm arrival details and special preferences.
• Ensure all special requests and preferences are updated accurately in the hotel system before arrival.
• Proactively coordinate airport transfers, limousine services, and special transportation arrangements.
• Conduct a final room inspection to ensure standards are met prior to guest check- in.
• Arrange personalized in- room setup, including preferred amenities, minibar selections, pillow types, and special decorations.
• Review assigned guest arrivals and study guest history, preferences, and previous stay records.
• Prepare welcome amenities, handwritten cards, and any customized items according to guest profile.
• Coordinate with Housekeeping, F&B, and other departments to ensure all arrangements are completed prior to guest arrival.
Guest Arrival & Departure
• Perform check- in and check- out procedures, including reservations, payment processing, bill verification, and key activation.
• Conduct in- room orientation and ensure guests are comfortably settled.
• Arrange and provide airport pick- up and drop- off services for guest arrivals and departures.
• Escort guests upon departure and extend a courteous farewell.
• Welcome guests at the airport when required and ensure a smooth transfer experience.
• Meet guests upon arrival at the hotel, assist with luggage, and escort them to their rooms.
Personalized Guest Service
• Handle personal services such as unpacking/packing (if required), shoe shining, garment pressing, and other welfare services.
• Recommend and arrange personalized amenities tailored to each guest.
• Remain on hand to serve guests according to their schedules and individual needs.
• Learn, anticipate, and record guest preferences, including likes, dislikes, and allergies.
• Maintain a professional, discreet, and respectful relationship with guests at all times.
Concierge Responsibilities
• Provide accurate information regarding hotel facilities, events, and local attractions.
• Arrange restaurant reservations, spa appointments, transportation, tours, and entertainment bookings.
• Assist with ticketing, private transportation, and exclusive guest requests.
• Serve as the primary point of contact between guests and all hotel departments to ensure seamless service delivery.
• Coordinate special occasions, celebrations, and customized experiences.
F&B Coordination
• Coordinate with the Food & Beverage team to ensure timely delivery of in- room dining and special meal arrangements.
• Communicate dietary preferences, allergies, and special requests to the F&B team.
• Follow up to ensure service quality meets guest expectations.
Housekeeping Coordination
• Follow up to ensure room standards meet guest expectations.
• Liaise with Housekeeping to ensure rooms are cleaned and prepared according to guest schedules and preferences.
• Coordinate special room setups, amenities, and turndown arrangements.
Communication & Post Departure Follow- Up
• Ensure all guest history records are accurately maintained to support personalized service on return stays.
• Ensure timely delivery of all guest services and requests.
• Update management regarding guest feedback and overall stay experience.
• Conduct post- departure follow- up when appropriate.
• Accurately update and maintain detailed guest profiles in the hotel system for future personalized service.
Standards & Compliance
• Uphold the highest standards of professionalism, grooming, and discretion.
• Ensure guest rooms and service areas meet the highest standards of cleanliness and presentation.
• Adhere strictly to hotel policies, safety, and hygiene standards.

Education & Experience

• Experience in a 5- star hotel or VIP guest handling environment is an advantage.
• Diploma or Degree in Hospitality Management or a related field preferred.
• Minimum 2–3 years of experience in luxury hospitality, Butler service, Guest Relations, or Front Office operations.
Skills & Competencies
• Ability to multitask and perform under pressure.
• Strong problem- solving skills with attention to detail.
• Strong coordination and organizational abilities.
• Strong understanding of personalized luxury service standards.
• Fluent in English; additional languages are an advantage.
• Ability to anticipate guest needs and deliver proactive service.
• Excellent communication and interpersonal skills.
• High level of discretion, integrity, and professionalism.
Personal Attributes
• Flexible to work shifts, weekends, and holidays.
• Emotionally intelligent and culturally sensitive.
• Service- oriented mindset with a positive attitude.
• Willingness to remain on- site when required to support guest schedules.
• Well- groomed presentation.
Document Addendum
• This job description will be reviewed periodically and may be revised to incorporate additional responsibilities in line with evolving business requirements.

Professional and multicultural working environment
Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang- Hoiana, duty meal, ...)
Big- scale project in central Vietnam
Career Development Opportunity

Cập nhật gần nhất lúc: 2026-03-13 11:10:02