Butler Supervisor/Giám sát Quản gia

Butler Supervisor leads and oversees butler team to deliver seamless, personalized, and anticipatory service to VIP guests, long-stay residents, and high-profile clientele. This role ensures that every guest interaction reflects the highest standards of luxury hospitality, from arrival to departure. Butler Supervisor serves as a mentor to the butler team, ensuring consistency, elegance, and attention to detail in every service moment.

Key Responsibilities

1. Team Leadership & Supervision

• Supervise daily operations of the butler team, ensuring service excellence across all guest touchpoints.
• Assign tasks, manage schedules, and ensure adequate coverage for VIP arrivals, departures, and in-room services.
• Conduct daily briefings to align the team on guest preferences, special requests, and daily priorities.

2. Guest Experience & Personalized Service

• Lead the team in delivering bespoke services including check-in/out, packing/unpacking, in-room dining setup, and itinerary arrangements.
• Maintain and update guest preference profiles to anticipate needs and personalize stays.
• Personally attend to VIP guests, ensuring flawless service and immediate resolution of any requests or concerns.

3. Training & Development

• Train and mentor butlers on service protocols, etiquette, and luxury hospitality standards.
• Conduct ongoing coaching and role-play sessions to refine service techniques and guest interaction skills.
• Support new hires in understanding brand standards, guest expectations, and operational procedures.

4. Operational Excellence

• Coordinate closely with Front Office, Housekeeping, F&B, and Engineering to ensure seamless guest experiences.
• Conduct pre-arrival room inspections to ensure VIP suites meet the highest standards.
• Oversee the timely delivery of welcome amenities, special arrangements, and guest requests.

5. Guest Feedback & Continuous Improvement

• Monitor guest feedback related to butler services and take proactive measures to enhance satisfaction.
• Handle escalated guest concerns with discretion and professionalism, turning potential issues into memorable resolutions.
• Share insights and recommendations with management to elevate service standards.

6. Administrative Duties

• Maintain accurate records of guest preferences, service logs, and operational reports.
• Assist in inventory management of butler equipment, amenities, and supplies.
• Support Front Office Manager in special projects and service initiatives.

Bachelor's degree in Hospitality Management or related field.

Minimum 3-5 years of experience in luxury hospitality, with at least 1-2 years in a butler or supervisory role within a 5-star hotel or ultra-luxury property.

Exceptional command of English and Vietnamese (both written and spoken). A third language is a strong advantage.

Deep understanding of luxury service principles, etiquette, and cultural sensitivities.

Proficient in Opera PMS and hotel management systems.

Impeccable grooming and professional presence.

Strong leadership, coaching, and interpersonal skills.

Anticipatory mindset with exceptional attention to detail.

Calm, composed, and discreet in high-pressure situations.

Passion for creating unforgettable guest experiences.