Director of Butler Operations / Chief Butler

The Director of Butler Operations is the visionary leader of the Butler department, setting the tone and standard for ultra-luxury, emotionally resonant guest service. As the highest-ranking Butler position, this role leads all aspects of Butler operations, acting as both strategist and coach — elevating service standards to world-class levels while embodying poise, empathy, and discretion.

With deep cultural fluency and an absolute luxury mindset, they inspire a team of Butlers and the Butler Manager to deliver highly personalized, anticipatory experiences tailored to an international clientele. This role integrates refined service, regional expertise, and operational mastery, ensuring every guest touchpoint is aligned with Forbes 5-Star, Leading Quality Assurance (LQA), and brand SOPs.

The Director of Butler Operations drives innovation, maintains the elegance of tradition, and ensures that each guest feels personally seen, understood, and valued. This position also plays a strategic role in experience design, guest engagement, revenue generation, and team development.

Primary Responsibilities

Executes Core Tasks

• Oversees end-to-end Butler service from pre-arrival to departure, ensuring world-class standards in suite readiness, amenities, service rituals, and personalized guest experiences.
• Ensures flawless execution of daily operations through suite inspections, VIP engagements, and service experience design.
• Aligns Butler services with Accor values: Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.
• Directs and participates in service recovery with a focus on Forbes 5-Star, LQA, HACCP, and guest satisfaction KPIs.

Experience and Revenue Innovation

• Owns and manages the Butler Department’s annual Budget, CAPEX planning, P&L accountability, and monthly Forecasts.
• Partners with Sales & Marketing to develop and execute revenue-generating upsell programs, private dining concepts, curated luxury packages, and branded collaborations.
• Drives Butler-led experiential revenue through in-room rituals, bespoke services, exclusive cultural immersions, and city discovery experiences.
• Maintains close relationships with vendors, artisans, and regional tastemakers to enrich the department’s experiential offerings.
• Explores internal and external opportunities for luxury enhancements, lifestyle partnerships, and market-relevant innovation.

Management and Leadership

• Leads recruitment, onboarding, and development of a world-class Butler team with emotional intelligence, service intuition, and unwavering commitment to excellence.
• Conducts ongoing training in luxury etiquette, Forbes 5-Star standards, LQA requirements, service culture, and operational precision.
• Coaches the Butler Manager and senior team to drive ownership, creativity, and leadership maturity.
• Monitors individual and team performance; conducts regular appraisals, provides developmental feedback, and drives high colleague engagement and morale.
• Develops SOPs and service sequences that reflect innovation, consistency, and luxury service ethos.

Improves Quality of Product and Services

• Acts as the senior escalation point for guest concerns and ensures proactive resolution with discretion, empathy, and timeliness.
• Champions service audits, hygiene compliance, and safety standards including WSH, HACCP, and guest confidentiality protocols.
• Leads quality assurance processes and guides the Butler team in maintaining audit readiness and continuous improvement.
• Supports sustainability, CSR programs, and local community engagement in line with hotel and corporate objectives.
• Performs any other duties and responsibilities that may be assigned.