We invite you to join the world of luxury hospitality at Raffles Dubai as our new Butler. Butler acts as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guests and provides personalized service to ensure a flawless and memorable experience through the Raffles touch. This position reports to Butler Supervisor.
KEY RESPONSIBILITIES
- Hold thorough, practised knowledge of all Butler Service SOPs; not as rules to follow, but as a foundation from which to deliver with confidence and consistency.
- Remain fully current on Raffles Brand Standards, LQA criteria and the expectations that define five-star butler service globally.
- Maintain working proficiency across all platforms used to capture, action, and track the guest journey.
- Demonstrate accurate knowledge of all room categories, suite configurations, F&B offerings, in-house experiences, and property-wide facilities.
- Stay continuously informed on arriving guests: their profiles, histories, preferences, special occasions, and any intelligence gathered across all touchpoints.
- Remain current on local culture, seasonal events, and the area’s social landscape to serve as a credible and genuine resource for guests.
- Internalise and embody the Raffles brand personality in every interaction: Charming, Graceful, Thoughtful, and Welcoming.
- Operate as the orchestrator of the guest journey; the conductor who ensures every department plays its part at precisely the right moment.
- Own the guest relationship from pre-arrival to post-departure, not as a series of handoffs, but as a single, unbroken arc of care.
- Initiate meaningful pre-arrival contact: review profiles with intent, anticipate what has not yet been asked for, and personalise every element of the arrival before the guest lands.
- Conduct in-room check-ins and room orientations with warmth and genuine curiosity; reading each guest to determine the level of engagement they seek.
- Correspond with guests via appropriate channels – written, digital, verbal – always in the Raffles tone: considered, elegant, and never transactional.
- Anticipate needs before they are expressed. A pattern observed becomes a gesture before departure.
- Be proactively present: visible, attuned, and ready throughout the entire stay.
- Manage all guest requests with full personal accountability; coordinating across departments, tracking to completion, and following up without being asked.
- Handle complaints and service failures with ownership and composure: acknowledge, recover, and follow through until the guest's trust is fully restored.
- Inspect arrival and occupied rooms through a butler's perspective.
- Execute Raffles Rituals and special occasion set-ups with precision, creativity, and genuine care for the detail.
- Offer packing and unpacking service with the discretion and attentiveness that transforms a practical task into a considered experience.
- Monitor DND and OOO rooms with diligence, acting on welfare concerns immediately and in full accordance with SOP.
- Maintain impeccable butler notes: recording preferences, observations, and interactions in a way that serves the next encounter as richly as the current one.
- Practise genuine, knowledgeable upselling; recommending experiences, dining, and services because they are right for this guest, not to meet a metric.
- Collaborate daily with Housekeeping, Private Dining, Front Office, Engineering, Concierge, and all relevant departments; communicating with clarity, respect, and shared ownership of the guest outcome.
- Embody the 'We Are All Butlers' philosophy: treat every colleague as a contributor to the guest journey, and every interaction – internal or external – as a reflection of the Raffles standard.
- Attend shift briefings, department meetings, and training sessions with active engagement.
- Contribute to the team's culture through reliability, discretion, and a consistent willingness to support colleagues.
What will you bring to this role?
Core Competencies
- Guest Journey Ownership
- Empathy & Anticipation
- Emotional Intelligence
- Personalisation
- Cultural Sensitivity
- Service Recovery
- Attention to Detail
- Multitasking
- Strong Interpersonal Skills
Physical Attributes
- Neat and polished appearance.
- Good posture.
- A presence that is both warm and composed
Languages
- Oral and written fluency in English.
- Preferably Arabic Speaker
- Additional languages is a plus
Qualifications
- University degree, preferably in Hospitality Management, Tourism, or a related field. Knowledge of Housekeeping, Food & Beverage, and/or Guest Relations operations.
Experience
- Minimum 2 years of experience in a guest-facing role in a luxury or ultra-luxury hotel environment.
Others
Embrace the Raffles brand promise and luxury in your role and in all your interactions.
Foster an inclusive environment where every individual feels valued and respected
Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.
Our Values
Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.
Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.
Belonging:
We celebrate our differences. We support each other and we always stand together.
Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences.
Integrity:
We build trust through mutual respect and being authentic.
Diversity & Inclusion
Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.