Applicants must hold a Macau ID due to work permit restriction.

About the role:

The Butler Training Manager is responsible for developing, implementing and overseeing comprehensive training programs that ensure the highest standards of butler service excellence across the hotel. This role combines expertise in luxury hospitality, learning and development, service operations and talent management to cultivate a highly skilled team capable of delivering personalized, discreet and exceptional guest experiences.

What you will do:

• Develop and deliver a comprehensive Butler Training Framework aligned with luxury hospitality standards, service excellence expectations and operational best practices
• Lead the implementation and continuous enhancement of onboarding and orientation programs for the Butler team to ensure operational readiness and service excellence
• Develop, maintain, and continuously enhance butler training programs, service manuals, SOPs, competency assessments and learning resources to support exceptional guest experiences and consistent service delivery
• Review and update training programs regularly to reflect evolving guest expectations, market trends and operational requirements
• Establish service benchmarks and performance standards for butler operations, conduct regular quality audits, service observations and provide constructive feedback
• Monitor training effectiveness through performance metrics, quality indicators, and guest satisfaction outcomes, implementing improvement initiatives to maximize learning impact and operational results
• Provide ongoing coaching, mentoring, and performance guidance to butlers, fostering professional growth, operational excellence and a culture of continuous learning
• Collaborate closely with cross-functional departments to align training strategies, service standards, and capability development initiatives with operational requirements and guest experience objectives
• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact
• Works harmoniously and professionally with co-workers

• Bachelor's degree in Hospitality Management or a related field preferred
• Minimum 5 years of progressive experience in luxury hospitality, butler operations or guest experience management, at least 2 years of experience in training, coaching or learning & development
• Reading, writing and oral proficiency in Cantonese, Mandarin and English
• Strong knowledge of luxury service standards and guest experience management
• Excellent presentation, communication and interpersonal skills
• Strong commitment to delivering exceptional guest experiences and effectively resolving issues
• Skilled in evaluating training effectiveness and employee performance metrics
• Excellent communication, presentation, and interpersonal skills
• Strong attention to detail with the ability to manage multiple tasks and priorities efficiently

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resort
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals

• This is a Full-time position
• 44 Hours weekly