Hoiana Resort & Golf ★ 3.4

SCOPE OF WORK

The Chief Butler is responsible for leading, planning, and overseeing all Butler services for VIP, VVIP, and special-status guests. This role ensures the seamless execution of personalized luxury experiences from pre-arrival to post-departure, maintaining the highest standards of discretion, professionalism, and service excellence.

Butler services are activated based on VIP occupancy levels and operational requirements. The Chief Butler also supports Guest Relations and Front Office operations when VIP demand is low.

KEYRESPONSIBILITIES AND ACCOUNTABILITIES

• Plan, coordinate, and oversee all Butler services for VIP, VVIP, and high-profile guests.

• Personally manage VIP pre-arrival planning, in-stay arrangements, and departure coordination.

• Ensure VIP rooms are prepared according to established luxury standards, including amenities and special requests.

• Conduct pre-arrival briefings and room inspections prior to VIP check-in.

• Maintain accurate and detailed guest profiles, preferences, and VIP history records.

• Ensure airport transfers, security arrangements, and transportation logistics are properly coordinated when required.

Service Delivery & Interdepartmental Coordination

• Act as the primary liaison between VIP guests and all hotel departments.

• Coordinate closely with Front Office, Housekeeping, F&B, Spa, Engineering, Security, and Transportation teams to ensure seamless service execution.

• Oversee VIP arrivals, personalized in-room experiences, special celebrations, and exclusive arrangements.

• Monitor service delivery to ensure discretion, efficiency, and flawless execution at all times.

• Proactively resolve service gaps and ensure immediate recovery actions when required.

Leadership, Standards & Training

• Develop, implement, and continuously update Butler service SOPs and luxury service standards.

• Train and mentor Butler team members and designated staff on VIP etiquette, service personalization, and confidentiality standards.

• Ensure grooming, conduct, and overall service presentation reflect five-star luxury expectations.

• Conduct regular service audits and provide coaching to maintain consistency.

Report & Performance Management

• Prepare VIP forecasts, daily VIP movement reports, and Butler service performance reports.

• Provide post-stay analysis and feedback to management regarding VIP satisfaction, service gaps, and improvement opportunities.

• Monitor daily, MTD, and YTD guest satisfaction scores (including Trust You or equivalent platforms) and drive review performance KPIs.

• Support the Guest Experience Manager and Front Office Manager in implementing service enhancement initiatives.

Operational & Ad-Hoc Responsibilities

• Support Guest Relations duties during non-VIP periods to ensure operational efficiency.

• Coordinate with Front Desk for VIP check-in and check-out arrangements.

• Follow up on VIP complaints and ensure proper service recovery and documentation.

• Prepare daily, weekly, and monthly operational reports.

• Ensure VIPs and returning guests receive consistent recognition and personalized attention.

• Always promote an up-selling attitude within the Team

• Monitor closely all expenses and inventories

• Professional and multicultural working environment
• Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang - Hoiana, duty meal, ...)
• Big-scale project in central Vietnam
• Career Development Opportunity

Education & Experience

• Bachelor’s Degree or Diploma in Hospitality Management or a related field preferred.

• Minimum 5–7 years of experience in luxury hospitality, with at least 2–3 years in a supervisory or leadership role.

• Proven experience handling VIP, VVIP, and high-profile guests in a five-star or luxury environment.

• Prior Butler or Guest Experience Leadership experience is highly desirable.

Leadership & Professional Skills

• Strong leadership, coaching, and team development capabilities.

• Excellent organizational and planning skills with strong attention to detail.

• Ability to anticipate guest needs and deliver highly personalized service.

• Strong problem-solving and service recovery skills.

• High level of discretion, confidentiality, and emotional intelligence.

• Ability to manage multiple priorities under pressure.

Communication & Technical Skills

• Excellent written and verbal communication skills.

• Fluent in English; additional languages are a strong advantage.

• Proficient in Opera PMS (or equivalent hotel systems) and guest feedback platforms (e.g., Trust You or similar).

• Strong report writing and administrative skills.

Personal Attributes

• Impeccable grooming and professional presentation.

• Service-oriented mindset with a passion for luxury hospitality.

• Flexible working irregular hours, weekends, and holidays based on VIP requirements.

• Ability to remain calm and composed in high-pressure or sensitive situations.

Document Addendum

• This job description will be reviewed periodically and may be revised to incorporate additional responsibilities in line with evolving business requirements.