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Start
Not stated
Work mode
On-site
Experience
Some experience
About the role
This role supports the Butler Services team at Marina Bay Sands, overseeing daily operations and ensuring guests receive attentive, high-standard service. It suits someone with hospitality experience who can lead a team, handle VIP needs and work closely with other hotel departments.
Run daily briefings so the team is updated on key information
Manage guest requests and make sure tasks are completed properly
Handle negative guest feedback and complaints to improve satisfaction, and update the Manager and Service Management for follow-up
Monitor daily butler operations so tasks and guest requests are always attended to
Collect guest feedback directly, record it and share it through the established documentation process
Meet and greet VIP guests
Audit Butler Suite Orientation and Turndown services against set standards
Coordinate with departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining for upcoming VIP arrivals
Run the Butler Command Centre operations
Watch front and back of house activities and report anything suspicious to Security
Share departmental updates, issues and guest matters with team members
Carry out and maintain performance appraisals according to standards, and advise or assist based on performance levels
Motivate, discipline and counsel team members, and help them improve and develop their skills
Supervise, train, schedule, mentor and evaluate team members
Recommend appointments, promotions and development for team members
Respond to guest comments, requests and complaints promptly and professionally, taking ownership of resolutions
Be familiar with all areas of Butler Services, including FIT, Group and Casino reservations, and manage specialist areas when assigned
Know all operational aspects, including fire safety and emergency procedures
Share and explain new promotional packages, rate plans and product information
Keep close contact with other departments to understand their operations and ensure smooth guest services
Work closely with Section Heads in Front Office to keep operations running according to company standards
Attend scheduled departmental meetings
Suggest improvements to departmental operations and update Managers on operational issues
Attend training sessions when scheduled
Know the local community and famous events in town, and make suitable recommendations to guests
Report and document special incidents such as vandalism, fights, fire, abuse or accidents
Follow OSHA practices and reinforce safety guidelines
Take part in team member performance evaluations and make fair recommendations on confirmation or promotion
Perform other duties assigned by the Manager
Good to know
Be willing to work any day and any shift
Training sessions are scheduled as required
Requirements
Nitec/Higher Nitec/Diploma/Degree in hospitality or related field preferred
Able to communicate effectively in English
Strong guest relations and communication skills
Advanced knowledge of housekeeping, food and beverage including in-suite dining, wine and spirits
Proficient in using a Property Management System
Good spoken and written English
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