Position Summary
The Butler is responsible for providing personalized, attentive, and professional service to guests throughout their stay at Masagi Hospitality. The Butler serves as a dedicated point of contact for guests, assisting with arrival and departure, personal requests, in-room services, guest arrangements, and coordination with other operational departments.
The Butler is expected to anticipate guest needs, maintain high standards of hospitality, protect guest privacy, and ensure that every aspect of the guest experience is handled efficiently and professionally.
Key Responsibilities
Guest Welcome & Arrival Experience
- Welcome guests in a warm, professional, and personalized manner upon arrival.
- Assist guests with check-in and coordinate with the Front Office team to ensure a smooth arrival process.
- Escort guests to their room, villa, or cottage and provide an introduction to the accommodation and its facilities.
- Explain room facilities, amenities, resort facilities, operating hours, and relevant guest services.
- Assist with luggage handling and ensure guest belongings are handled carefully and securely.
- Identify guest preferences and special requirements upon arrival and communicate relevant information to the appropriate departments.
- Ensure the guest's arrival experience meets the service standards established by Management.
Personalized Guest Service
- Serve as the primary point of contact for assigned guests throughout their stay.
- Anticipate guest needs and provide personalized assistance whenever possible.
- Respond promptly and professionally to guest requests, questions, and special arrangements.
- Assist guests with restaurant reservations, transportation arrangements, activities, spa services, excursions, and other resort services.
- Arrange special occasions such as birthdays, anniversaries, romantic dinners, welcome amenities, or other personalized guest experiences.
- Maintain detailed knowledge of the property's facilities, services, local attractions, restaurants, transportation options, and activities in order to provide accurate recommendations to guests.
- Maintain professional communication with guests through appropriate communication channels while respecting guest privacy and personal boundaries.
In-Room & Villa Services
- Ensure guest rooms, villas, and cottages are properly prepared in coordination with the Housekeeping team.
- Assist with in-room dining, beverage service, amenities, and other guest requests when required.
- Coordinate the preparation and delivery of welcome amenities, special arrangements, and guest requests.
- Assist guests with unpacking, packing, wardrobe arrangements, or other personal services where applicable and appropriate to the property's service standards.
- Ensure guest rooms are presented according to established hospitality standards before and during the guest's stay.
- Coordinate with Housekeeping and Maintenance to resolve room-related issues promptly.
- Conduct follow-ups to ensure that guest requests and reported issues have been properly resolved.
Guest Experience & Service Recovery
- Monitor guest satisfaction throughout their stay and proactively identify potential issues.
- Respond to guest complaints calmly, professionally, and respectfully.
- Take appropriate immediate action within the scope of authority to resolve guest concerns.
- Escalate significant complaints or service issues to the Butler Supervisor, Operations Manager, or Management when required.
- Follow up with guests after an issue has been addressed to ensure satisfaction.
- Record relevant guest preferences, requests, complaints, and service notes for future stays, in accordance with company policy and applicable privacy requirements.
- Maintain a high level of discretion when handling sensitive guest information.
Coordination with Other Departments
- Coordinate closely with Front Office, Housekeeping, Food & Beverage, Maintenance, Security, Transportation, and other departments to ensure seamless guest service.
- Communicate guest requests and special arrangements clearly and accurately to the relevant department.
- Monitor the progress of guest requests and follow up until completion.
- Participate in daily operational briefings and communicate important guest information to the relevant team members.
- Ensure proper handover of guest information and pending requests between shifts or Butler team members.
- Support other operational departments when necessary to ensure a seamless guest experience.
Guest Departure & Follow-Up
- Assist guests with check-out and departure arrangements.
- Coordinate luggage collection and transportation arrangements.
- Confirm that guest requests and outstanding matters have been resolved before departure.
- Assist in arranging airport transfers, transportation, or other onward travel requirements.
- Provide a warm and professional farewell to departing guests.
- Report any relevant guest feedback or service issues to Management following the guest's departure.
- Maintain guest preferences and service records for potential future visits in accordance with company policy.
Butler Standards & Professional Conduct
- Maintain a professional appearance, grooming, body language, and manner of communication at all times.
- Maintain strict confidentiality regarding guest information, personal matters, preferences, and activities.
- Respect guest privacy and personal space at all times.
- Demonstrate discretion when interacting with high-profile, VIP, or high-value guests.
- Follow all company SOPs, service standards, safety procedures, and operational policies.
- Maintain a proactive, service-oriented, and solution-focused attitude.
- Continuously improve knowledge of hospitality standards and local destination experiences.
Work Location & Working Arrangement
- The Butler is primarily required to work on-site at Masagi Hospitality's resort, villa, cottage, and other hospitality properties.
- Working schedules will follow guest occupancy and operational requirements and may include weekends, public holidays, early mornings, evenings, and other flexible hours.
- Butler services may be provided through shift-based or dedicated guest assignment arrangements depending on property requirements.
- The Butler must remain reachable during assigned working hours and ensure proper handover of guest requests and responsibilities between shifts.
- The Butler may be required to accompany or assist guests during activities, transportation, events, or special arrangements when assigned by Management.
Targets & Key Performance Indicators (KPIs)
- Guest requests are acknowledged and handled promptly within established service standards.
- High levels of guest satisfaction are maintained throughout the guest stay.
- Guest complaints related to Butler services are minimized and resolved professionally.
- Guest requests and special arrangements are accurately communicated and successfully completed.
- Proper coordination and handover between Butler and other departments are consistently maintained.
- Guest preferences and service information are accurately recorded in accordance with company policy.
- No significant breaches of guest privacy or confidentiality.
- Consistent compliance with the property's service standards, SOPs, grooming requirements, and professional conduct.
- Positive guest feedback and repeat guest recognition are maintained as part of the overall guest experience.
- No significant operational or service failures resulting from negligence, lack of communication, or failure to follow established procedures.
General Qualifications
- Minimum Senior High School (SMA/SMK) or equivalent; hospitality, tourism, or hotel management education is preferred.
- Previous experience in Butler, Guest Relations, Front Office, Concierge, Villa Host, Hotel Operations, or a related hospitality position is preferred.
- Experience in luxury hotels, resorts, private villas, or high-end hospitality environments is an advantage.
- Excellent communication and interpersonal skills.
- Strong customer-service orientation with a proactive and attentive approach.
- Good command of English; additional languages are an advantage.
- Strong knowledge of local attractions, restaurants, transportation, and destination activities is preferred.
- Well-groomed, professional, polite, discreet, and trustworthy.
- Strong attention to detail and ability to anticipate guest needs.
- Able to remain calm and professional when handling complaints or unexpected situations.
- Able to work independently while coordinating effectively with multiple departments.
- Willing to work flexible schedules, including weekends and public holidays.
- Physically fit and capable of performing the duties required by the position.
- Committed to maintaining guest privacy, confidentiality, and professional hospitality standards.