Butler

The Butler is responsible for providing personalized, attentive, and professional service to guests throughout their stay at Masagi Hospitality. The Butler serves as a dedicated point of contact for guests, assisting with arrival and departure, personal requests, in-room services, guest arrangements, and coordination with other operational departments.

The Butler is expected to anticipate guest needs, maintain high standards of hospitality, protect guest privacy, and ensure that every aspect of the guest experience is handled efficiently and professionally.

• Welcome guests in a warm, professional, and personalized manner upon arrival.
• Assist guests with check-in and coordinate with the Front Office team to ensure a smooth arrival process.
• Escort guests to their room, villa, or cottage and provide an introduction to the accommodation and its facilities.
• Explain room facilities, amenities, resort facilities, operating hours, and relevant guest services.
• Assist with luggage handling and ensure guest belongings are handled carefully and securely.
• Identify guest preferences and special requirements upon arrival and communicate relevant information to the appropriate departments.
• Ensure the guest's arrival experience meets the service standards established by Management.

• Serve as the primary point of contact for assigned guests throughout their stay.
• Anticipate guest needs and provide personalized assistance whenever possible.
• Respond promptly and professionally to guest requests, questions, and special arrangements.
• Assist guests with restaurant reservations, transportation arrangements, activities, spa services, excursions, and other resort services.
• Arrange special occasions such as birthdays, anniversaries, romantic dinners, welcome amenities, or other personalized guest experiences.
• Maintain detailed knowledge of the property's facilities, services, local attractions, restaurants, transportation options, and activities in order to provide accurate recommendations to guests.
• Maintain professional communication with guests through appropriate communication channels while respecting guest privacy and personal boundaries.
• Ensure guest rooms, villas, and cottages are properly prepared in coordination with the Housekeeping team.
• Assist with in-room dining, beverage service, amenities, and other guest requests when required.
• Coordinate the preparation and delivery of welcome amenities, special arrangements, and guest requests.
• Assist guests with unpacking, packing, wardrobe arrangements, or other personal services where applicable and appropriate to the property's service standards.
• Ensure guest rooms are presented according to established hospitality standards before and during the guest's stay.
• Coordinate with Housekeeping and Maintenance to resolve room-related issues promptly.
• Conduct follow-ups to ensure that guest requests and reported issues have been properly resolved.

• Monitor guest satisfaction throughout their stay and proactively identify potential issues.
• Respond to guest complaints calmly, professionally, and respectfully.
• Take appropriate immediate action within the scope of authority to resolve guest concerns.
• Escalate significant complaints or service issues to the Butler Supervisor, Operations Manager, or Management when required.
• Follow up with guests after an issue has been addressed to ensure satisfaction.
• Record relevant guest preferences, requests, complaints, and service notes for future stays, in accordance with company policy and applicable privacy requirements.
• Maintain a high level of discretion when handling sensitive guest information.

• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Maintenance, Security, Transportation, and other departments to ensure seamless guest service.
• Communicate guest requests and special arrangements clearly and accurately to the relevant department.
• Monitor the progress of guest requests and follow up until completion.
• Participate in daily operational briefings and communicate important guest information to the relevant team members.
• Ensure proper handover of guest information and pending requests between shifts or Butler team members.
• Support other operational departments when necessary to ensure a seamless guest experience.

• Assist guests with check-out and departure arrangements.
• Coordinate luggage…