Marina Bay Sands Pte Ltd

Head Butler / VIP Services Manager

Marina Bay Sands Pte Ltd | Date Posted: 19-Jun-2018
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'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description

Operational Related

  • Work closely with relevant departments such as Front Office Groups, Guest Relations, Paiza Services, Housekeeping, Facilities and In-Room Dining to prepare and execute accordingly for Suite/VIP Guests
  • Review guest comments, requests and complaints and resolve in a timely and professional manner; take personal responsibility to resolve issues and identify how to minimize reoccurrences with various stakeholders
  • Hold regular meetings to review operational standards and guest feedback; brainstorm and decide on ways in which operational flow can be improved
  • Attend briefing which is conducted by Supervisors and/or Asst. Managers at the start of each shift
  • Manage respective tower operations and supervise operations of all areas
  • Handle meet and greet of VIPs
  • Plan, coordinate and manage staff and services to ensure the department functions efficiently and effectively according to established standards
  • Manage and develop team members
  • Prepare the roster and manage leave applications for all Assistant Managers, Butler Supervisors and Butler to ensure adequate manning for operations
  • Monitor fiscal budget, operations of assigned departments and marketing strategies to produce both short-term and long-term profitability for the company
  • Manage the delivery of services to guests consistent to the company’s core service standards, brand attributes and compliance
  • Be conversant with all facets of Butler Services operations including fire safety and emergency related procedures
  • Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department

Departmental Related

  • Liaise with senior management to ensure that Marina Bay Sands’ short and long term goals are met with respect to Butler Services, and lead the team towards the goal of service excellence
  • Be directly involved in any service enhancement activity or review and in the delivery and measurement of the Net Promoter Score (NPS), including following through of strategic planning to improve the score index
  • Establish, assess, conduct and maintain appropriate performance appraisals based on objective departmental KPI’s and according to agreed standards and take necessary action to communicate/advise/assist according to performance levels.
  • Be responsible for motivating, coaching and counseling of Team Members appropriately and in ensuring their job skills are constantly being improved and developed to exceed guests’ expectations
  • Ensure that all team members are well-mannered and groomed as per company standard at all times
  • Be conversant with all areas of the Butler Services Department including FIT, Group and Casino reservations; can be assigned to certain specialist areas to manage at any one time
  • Maintain close liaison with all other Departments so as to have a good understanding of other Departments’ operational flow, thus ensuring seamless guest services throughout the hotel
  • Contribute ideas to and cooperate in the execution of strategic plan initiatives in support of the company vision, mission, value and guiding principles
  • Recommend appointments, promotions and development of all Team Members
  • Perform any other duties and responsibilities as and when assigned by Director of Hotel Operations




  • Diploma or Bachelor Degree, preferably in Hotel Management or business related


    Required Experience

  • Minimum 3 years’ management experience in a large scale hotel environment
  • Strong leadership skills and ability to operate and successfully arbitrate in a complex international, multicultural environment
  • Excellent guest relation and problem solving skills
  • Good planning and execution skills with ability to be persistent while focusing on detail elements of tasks
  • Proven ability to recruit, motivate and direct a professional group of team members
  • Excellent time management, organizational, communication and motivational skills
  • Meet the attendance guidelines of the job and adhere to departmental and company policies
  • Organize staffing effectively in the situation of sudden increases of business volume.


    Required Knowledge

  • Proficient in the use of Property Management System and Microsoft Office applications
  • Experience in preparing presentation materials

    Skills / Abilities / Presence

  • Candidates must have a good command of spoken and written English
  • Pays attention to details and have strong customer service skills
  • Mature, meticulous, resourceful, organized and able to work independently
  • A team player and takes initiative to assist other Team Members when required
  • Have impeccable follow-through; and “Can Do” attitude and mindset.
  • Be willing to work any day and any shift
  • Well-groomed and professional disposition.