Butler (The Mora Singapore)

About the role

The Butler is responsible for delivering highly personalized, anticipatory, and discreet service to guests. During the pre-opening phase, the Butler participates in service design, simulation exercises, and operational readiness planning to ensure flawless delivery prior to the first guest arrival. Post-opening, the Butler acts as the primary point of contact for assigned guests - managing pre-arrival arrangements, in-stay coordination, and post-departure follow-up. The Butler embodies refinement, emotional intelligence, cultural sensitivity, and absolute discretion. PRE-OPENINGRESPONSIBILITIES Service Design & SOP Development Contribute to development of Butler Service SOPs. Define suite arrival choreography and welcome rituals. Participate in mapping full guest journey (pre-arrival to departure). Develop unpacking/packing protocols (where applicable). Align with brand Butler standards. OperationalReadiness Participate in PMS and CRM system testing. Ensure guest preference documentation procedures are understood. Assist in setting up suite amenities standards. Verify equipment readiness (ironing setup, minibar, in-room dining flow). Conduct mock room inspections and suite preparation drills. Training& Simulation Participate in luxury brand culture training. Conduct service rehearsals: VIP arrival simulation Private dining service Service recovery scenarios Crisis handling (lost luggage, flight disruption, etc.) Practice discretion and confidentiality standards. Assist during soft opening trial stays. CoordinationFramework Establish communication protocol with: Housekeeping Concierge Guest Relations F&B Engineering Develop internal checklist system for assigned suites. POST-OPENINGRESPONSIBILITIES Pre-ArrivalPlanning Review daily suite and VIP arrival list. Conduct pre-arrival communication where applicable. Coordinate room setup, amenities, and special requests. Confirm airport transfers and concierge arrangements. Prepare personalized welcome notes and amenities. ArrivalExperience Personally welcome guests upon arrival. Escort guests to suite and conduct in-room orientation. Offer unpacking and pressing services where applicable. Provide tailored introduction to hotel facilities. In-StayService Serve as primary contact for assigned guests. Coordinate all guest requests seamlessly. Arrange private dining, spa appointments, and activities. Monitor guest satisfaction discreetly. Conduct daily courtesy follow-ups. ServiceRecovery & Problem Resolution Address concerns proactively and empathetically. Resolve issues within delegated authority. Escalate appropriately when necessary. Follow up to ensure satisfaction. Departure& Post-Stay Coordinate express check-out (if required). Assist with packing and luggage arrangements. Confirm transport arrangements. Update guest profile with preferences and feedback. Brand& Standards Compliance Maintain impeccable grooming and posture. Uphold confidentiality at all times. Ensure suite presentation meets luxury standards. Deliver consistent service choreography. AdministrativeResponsibilities Maintain accurate guest history records. Track preferences for repeat guests. Document service notes and special occasions. Coordinate with loyalty or membership programs. Qualifications& Experience 2-5 years luxury hospitality experience. Butler certification or formal training advantageous. Experience in suites, villas, or club floors preferred. Excellent communication skills. High emotional intelligence and cultural awareness. Fluent in English; additional languages beneficial.

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Job Description - Butler

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