Resort Butler

RESORT BUTLER – JOB DESCRIPTIONPosition Title: Resort Butler Department: Rooms Division Reports To: Head of Resident Relations & Services Position Level: Operational POSITION SUMMARYThe Resort Butler is a key guest-facing ambassador responsible for delivering highly personalized, anticipatory, and discreet luxury services to all VIP, Suite, and special-category guests. This position oversees the full resident journey—from pre-arrival preparations and arrival welcome to in-house service and departure arrangements. The Resort Butler curates highly personalised experiences by anticipating needs, observing the finer details, and engaging with a graceful, intuitive service approach.As a key ambassador of the resort, the Resort Butler is expected to possess strong knowledge and co-ordinating skills across all resident-facing areas, including Rooms, Food & Beverage, Spa, and lifestyle experiences. This role requires a refined presence, exceptional communication skills, and a genuine passion for delivering elevated, seamless service that reflects the resorts’ highest standards. 1. DUTIES & RESPONSIBILITIESa)     Guest Experience & Personal ServiceProvide personalized attention upon arrival, during stay, and departure.Escort guests to rooms; perform room orientation and amenities briefing.Prepare suite setup including welcome amenities, temperature, lighting, and fragrance preferences.Handle guest requests with speed, discretion, and accuracy.Maintain proactive engagement using guest preference logs and profiles.Coordinate packing/unpacking services with professional care.Assist with clothing pressing, shoe shining, and laundry pickups.Follow up on guest satisfaction and resolve concerns immediately. b)     Front Office Department SupportCoordinate guest arrivals and departures with Front Office and Bell Team.Assist with in-room check-ins and express check-outs.Support room move arrangements and ensure smooth transitions.Update guest preferences into the system for future stays.Work closely with Guest Relations on VIP arrangements, amenities, and special celebrations.Handle guest documents discreetly (passport scans, printing, confirmations).c)      Food & Beverage Department SupportArrange in-room dining services, ensuring accurate order-taking and timely delivery.Set up private dining experiences: romantic setups, family meals, dietary requirements.Coordinate with restaurants for priority reservations and menu suggestions.Conduct minibar checks and replenishes items as needed.Provide tea/coffee service, cocktail preparation, or canapés for special occasions.Ensure allergen notes and dietary preferences are communicated to chefs. d)     Recreation Department SupportAssist in scheduling guest activities.Coordinate recreation equipment requestsAccompany guests to recreation venues when needed.Ensure elderly-friendly recreation arrangements are made.Monitor guest feedback on recreational facilities and relay to department. e)     Bellman / Concierge Team SupportCoordinate luggage delivery/pickup and supervise handling for suite guests.Manage special luggage requirements such as fragile, heavy, long-stay, or medical items.Arrange transportation: airport transfers, private cars, charter drivers.Support the concierge with activity planning, local tours, restaurant bookings.Liaise closely with the front office to ensure timely room readiness and luggage flow. f)       Wellness & Lifestyle Executive SupportSchedule spa bookings, wellness rituals, fitness sessions, and personal trainer appointments.Ensure guests receive pre-arrival wellness questionnaires and prepare in-room wellness amenities.Arrange special requests: aromatherapy, meditation tools, yoga mats, bath rituals.Provide information on wellness programs, detox meals, and relaxation activities.Coordinate special lifestyle experiences: cultural tours, private shopping, celebrations, engagements.Support residents with maintaining their independence, including encouraging self-care & self management.Provide emotional support and companionship to residents.   g)     Room Management & CoordinationInspect rooms prior to guest arrival to ensure readiness.Monitor guest floor cleanliness and report maintenance issues.Prepare turndown amenities and coordinate with Housekeeping.Track lost & found items for suite guests. h)     Administrative & Operational TasksMaintain accurate butler logbook and daily shift handover.Update guest preference database and ensure confidentiality.Participate in departmental briefings and trainings.Manage special project tasks assigned by the Head of Resident Relations & Services. i)       Deals with internal stakeholders ·        Executes the upsell strategy and achieves all goals as set by management and cooperates with the Front Office Support team in promoting inter-resort sales and in-house restaurants and facilities.·        Cooperates closely with the Food & Beverage and housekeeping teams to ensure a seamless In-Suite dining and cleaning experience. Acts as a link for residents with all other areas of the resort.·        Addresses any security incidents and resident complaints to the Head of Resident Relations & Services and reacts proactively when appropriate.  QualificationsKnowledge and ExperienceFemale & Male applicants are welcome.Diploma or Certificate in Hospitality or related field preferred.Minimum 1-2 years of relevant experience in hospitality, front office, or guest services.Excellent communication skills in English; the ability to speak other language and / or a basic understanding of other languages is an advantage.Professional grooming and a polished appearance.High attention to detail with a guest-first mindset.Skills & QualificationsPossesses strong interpersonal skills.Ascertains and addresses guest/colleague needs.Focuses on service with an eye for detail and an approachable attitude.Works well under pressure, analyses and resolves problems, exercises good judgment and with a high degree of professionalism.Prioritises and organises work assignments and delegates work effectively.Self-motivates and shows good initiative in a dynamic environment.Ensures security and confidentiality of guest and resort information.Possesses good computer skills.Embraces and responds to change effectively.Creative and experiential focus.Possess good local market knowledge.Multi-cultural understanding. Additional Information Benefits of Joining The Straits Resorts (Medini) Sdn Bhd Duty Meals are provided.6-day Work Week.Medical and Wellness Benefit.Comprehensive Insurance Coverage.Local/Overseas Career Development & Growth Opportunities.Holistic Learning and Development Opportunities. KEY PERFORMANCE INDICATORS (KPIs)Guest satisfaction scores 80%Speed & accuracy of guest request handlingInterdepartmental communication effectivenessService consistency and adherence to luxury standardsComplaint resolution efficiencyAdheres to Work Safety and Health (WSH) policies and procedures.