job description
Elevate the art of hospitality as a Guest Experience Lead (Butler) at Resorts World Sentosa, now expanding its world-class luxury services to the breathtaking shores of Nusa Dua, Bali. This is a rare opportunity to shape unforgettable moments for discerning guests in one of Southeast Asia’s most prestigious resort destinations.
As the face of personalized luxury, you will orchestrate seamless, bespoke experiences—anticipating needs, curating exclusive amenities, and leading a team of dedicated specialists to deliver service that exceeds the highest expectations. Your role is pivotal in maintaining the resort’s reputation for excellence, blending traditional butler service with modern, intuitive guest engagement.
Set against Bali’s iconic landscapes, this position offers a dynamic environment where your passion for hospitality and leadership can thrive. If you are a visionary in guest relations with a commitment to discretion, elegance, and operational precision, we invite you to join our elite team.
Responsibility
- Oversee and elevate the end-to-end guest journey, ensuring flawless execution of personalized butler services, from pre-arrival to departure.
- Lead, mentor, and inspire a team of butlers and guest service specialists to deliver consistent, five-star experiences.
- Anticipate and fulfill high-end guest requests with discretion, including VIP arrangements, private events, and exclusive excursions.
- Collaborate with cross-functional teams (F&B, Housekeeping, Concierge) to synchronize services and resolve guest concerns proactively.
- Develop and implement innovative service standards tailored to the resort’s luxury branding and Bali’s cultural nuances.
- Maintain meticulous records of guest preferences, special occasions, and feedback to personalize future stays.
- Uphold the highest standards of grooming, etiquette, and professionalism in alignment with international butler protocols.
- Contribute to training programs to refine team skills in areas such as wine service, fine dining, and multilingual communication.
Qualifications
- Minimum 5 years of experience in luxury hospitality, with at least 2 years in a butler or guest experience leadership role.
- Proven track record in managing high-net-worth or VIP clientele in resorts, private clubs, or yachts.
- Exceptional interpersonal and communication skills, with fluency in English (additional languages are a plus).
- Diploma or certification in Hospitality Management, Butler Service, or related fields (e.g., from International Butler Academy or similar).
- Strong organizational abilities, with a keen eye for detail and a problem-solving mindset.
- Proficiency in property management systems (PMS) and CRM tools to track guest preferences.
- Deep understanding of cultural sensitivity and adaptability to diverse guest profiles.
- Flexibility to work rotating shifts, including evenings, weekends, and holidays, in a fast-paced environment.