Chief Butler

Company Description

Experience the epitome of French-inspired luxury at Sofitel Bali Nusa Dua Beach Resort, a prestigious 5-star beachfront haven boasting tropical gardens and sleek modern architecture which offers exclusive experiences for ALL members, this magnificent resort provides 413 exquisite rooms, including 39 suites and villas, along with an array of resort facilities.

Indulge in a culinary journey at three restaurants and two bars, rejuvenate at Sofitel FITNESS and Sofitel SPA, and delight in the outdoor and indoor kids club. Additionally, the resort features 24 function venues, including a Grand Ballroom and a Beachfront Ballroom. Discover the ultimate Art de Vivre at Club Millésime, where delectable cuisine, exquisite wines, and Balinese charm await.

Job Description

The Chief Butler provides strategic leadership, operational oversight, and service direction for the Butler Department. This role is responsible for upholding Sofitel’s signature Art de Vivre and Cousu Main service philosophy, ensuring the delivery of flawless, intuitive, and bespoke luxury experiences for suite, villa, and VIP guests.

As an operational leader and mentor, the Chief Butler drives team performance, cultivates a culture of anticipatory service, and ensures seamless cross-departmental coordination to elevate overall guest satisfaction and operational standards.

Your Responsibilities Includes:

• Define and drive the strategic direction of the Butler Department by embedding Sofitel’s Cousu Main tailor-made service philosophy into all daily operations, standard operating procedures, and decision-making processes.
• Design, implement, and continuously refine the end-to-end guest lifecycle from pre-arrival and arrival to in-stay and departure to ensure a seamless, high-touch luxury experience.
• Establish and oversee guest preference management systems to capture specific requests, habits, and lifestyle details while ensuring accurate profile distribution across all operational departments.
• Lead daily operational briefings to align the team on VIP arrivals, departures, special events, and custom service requests while fostering operational focus and attention to detail.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and Security to deliver a cohesive and efficient guest journey.
• Design and execute structured training programs for the Butler team that focus on luxury etiquette, communication standards, grooming compliance, and emotional intelligence.
• Maintain strict department grooming and service standards, performance evaluations, and constructive coaching.
• Manage guest feedback and complex service recovery scenarios with professionalism and tact while implementing corrective actions to elevate overall satisfaction.
• Oversee departmental budgeting, scheduling, and resource allocation to balance high-touch service delivery with operational efficiency.
• Monitor guest satisfaction scores and key performance metrics to provide strategic insights and actionable recommendations to executive leadership.
• Lead the planning and execution of VIP arrivals, high-profile events, and special departmental projects with flair and precision.
• Enforce strict standards of confidentiality, guest privacy, and ethical conduct across the department.

Qualifications

• A minimum of 4-5 years in luxury hotel guest services, including at least 4 years in a senior butler leadership role.
• Deep, intuitive knowledge of luxury guest service protocols, etiquette, and butler artistry, with the credibility to set the standard for others.
• Excellent problem-solving and decision-making skills with the ability to remain calm under pressure.
• Outstanding communication and interpersonal skills with a genuine passion for guest service.
• Proven ability to lead, motivate, and coach multicultural teams.
• Strong organizational and time management skills with excellent attention to detail.
• High level of professionalism, integrity, and discretion.
• Experience using Opera Cloud or other Property Management Systems is an advantage.
• Proficiency in Microsoft Office applications.
• Excellent spoken and written English. Additional languages are a plus.
• Willingness to work rotating shifts, weekends, and public holidays.