Director of Luxury Guest Services

Raffles Hotel Singapore is one of the few remaining great 19th century hotels in the world, perfectly preserved both inside and out, giving it an intoxicating blend of luxury, history and classic colonial design. Its distinctive architecture, legendary heritage and iconic service continue to enthrall visitors where suites, social spaces, award-winning restaurants and bars are presented for discerning travellers. No visit to Singapore is complete without a stay here, where the grand historic hotel exudes old-world grandeur infused with the unique charm of the city state.

The Director of Luxury Guest Services 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, the Director of Luxury Guest Services 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, the Director of Luxury Guest Services inspires a team of Butlers and the Butler Managers 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 Luxury Guest Services 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.
• Collaborates with F&B and Concierge teams to ensure Butler service standards are integrated into dining, wellness, and pre-arrival experiences.
• Partners with Concierge leadership to orchestrate seamless pre-arrival and stay experiences, ensuring anticipation of guest preferences and flawless communication across departments.
• 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.
• Collaborates with F&B to design and implement bespoke dining rituals, wine and beverage service etiquette, and restaurant-hosted experiences aligned with Forbes 5-Star and LQA standards.
• https://careers.accor.com/global/en/job/director-of-luxury-guest-services-in-raffles-singapore-singapore-jid-65657