Manager, Butler Services

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REQ14697 Manager, Butler Services (Open Date: 26/05/2026) POSITION SUMMARY: The Manager is responsible for managing the daily operations of the Butler Services that including Rooms, Food and Beverage, Housekeeping, Check-in & out, Meet & Greet and Farewell the guests and ensuring all our guests are well taken care of so that they will always select our hotel as their preferred accommodation whenever they return or visit Macau. The incumbent will lead a team of Assistant Managers, Supervisors, Senior Butlers and Butlers as well as coordinate among all departments concerned to meet or exceed the expectations of the VIPs for an exclusive, complete, and memorable experience. PRIMARY RESPONSIBILITIES: Work closely with all business units within Studio City, including Global Marketing, Resorts Marketing, Front Operations, Housekeeping, Food & Beverage Teams to ensure all setup and arrangements are up to standards and exceed guest's expectation are required. Liaise with Housekeeping, Property Services, Contact Centre, Front Operations, Transportation to ensure pre-arrival arrangements are accurately coordinated and any pre-arrival communication with the guest is conducted in an efficient and professional manner. Lead the team of Assistant Managers, Supervisors, Senior Butler, and Butlers to provide a friendly and courteous welcome to guests. In full control and ensure that the conditions of all Butler Services are consistently well maintained and equipped according to the company's standard. Have excellent knowledge of food and beverage selection, able to recommend food option and up-sell products when applicable. Lead the team and ensure the policies, procedures and service standards are in accordance with the company standards. Execute the "Hotel above a Hotel" concept to ensure that the VIPs have an exclusive, complete and memorable experience. Ensure guests' information and preferences are well recorded as well as the confidentiality is protected. Attend to all wants and needs of VIPs and the requests from Global Marketing. Meet labour manning requirements through careful planning, recruitment, and scheduling of team members. Manage, train, coach and develop all team members with the department to ensure competency, performance and succession objectives are met. This includes but not limit to recognizing and resolving performance issues; ensuring performance reviews or counselling are conducted for all team members in accordance with the company's Performance Management System. Adhere to and exhibit proactive leadership in accordance with company's Health and Safety Policy by assuming responsibility and accountability for the health and safety of team members as well as for the working environment. Ensure that all potential and real hazards are reported immediately and rectified. Ensure all team members within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others. Treat complaints of harassment or discrimination promptly and confidentially. Ensure wherever possible that team members are provided with a workplace free of discrimination, harassment, and victimization. Use safe manual handling techniques and practice safe work habits following Melco Health, Safety and Environment policies, maintain procedures to minimize our impact on the environment and prevent pollution. Adhere to and exhibit proactive leadership in accordance with company's internal policies by assuming responsibility of ensuring the workplace is free of unacceptable workplace behaviour, and a workplace culture of equity, integrity, and diversity is fostered. Schedule the team accordingly to provide 24/7 personalized service at the highest level of a 5-star hotel. Prepare sectional duty roster and attendance record. Always take responsibility for ensuring a positive guest experience. Prepare budget, control cost, and provide analysis of the monthly and yearly hotel results. Consistently to seek new and innovative service initiatives to "wow" VIPs. Ensure proper management of inventory and OS&E for the Butler Services. Attend meetings with different departments to share information to further enhance guest's experience. Manage guests' profile for constant record of personal preferences. Manage the hotel customer satisfaction program ensuring a systematic approach to guest feedback and complaint recovery. Continuously work with Food & Beverage, Housekeeping and Front Operations Teams to fine tune guest's amenities / recognition programs to extend hospitality to VIPs, repeated guests and premier players. Inspect Butler Services daily prior to VIP's arrival to ensure the readiness of room and amenities. Ensure team members to have a comprehensive understanding of company and departmental policy and procedures. Prepare and announce VIP's arrival 3 to 4 days in advance and inform all related departments for VIP's special request. Support the Public Relations, Investors Relations and Executive

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