About the role:

The Director of Butler Services plays a key role in shaping and elevating the luxury service culture. This position leads workplace hospitality delivery, premium service improvement programs and the strategic management of the department hierarchy. This role blends a passion for operational excellence with data-driven performance consulting to deliver impactful service strategies across our exclusive Butler and Grand Connection team, ensuring all employees possess the elite skills to reflect our ultra-luxury brand standards and drive measurable service excellence.

What you will do:

• Develop and implement service enhancement initiatives and innovative guest experience strategies that elevate guest satisfaction, strengthen brand reputation, uphold luxury hospitality standards and create memorable, personalized experiences that exceed expectations
• Monitor guest feedback, service recovery outcomes and key performance metrics to identify improvement opportunities, drive continuous enhancement initiatives and maintain exceptional service standards
• Collaborate closely with Casino Executive Management and cross-functional operational departments to ensure the seamless coordination and execution of guest arrivals, departures, itineraries and movements, delivering a flawless and highly personalized experience
• Cultivate a high-performing and service-driven culture that embraces anticipatory guest service, meticulous attention to detail, operational excellence and a commitment to exceeding guest expectations
• Develop, implement and oversee comprehensive training and development programs for the Butler team, ensuring excellence in luxury service delivery, hospitality etiquette, operational standards, leadership capabilities and continuous professional growth
• Provide strategic leadership and direction to the Butler and Grand Connection teams, driving performance excellence, accountability, engagement, succession planning and ongoing professional development
• 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, Hotel Management, Business Administration, or a related field required
• Minimum 10 years of experience in luxury hospitality or private service, with at least 5 years of experience working in a managerial capacity
• Extensive experience leading Butler operations in a luxury hospitality setting, with a proven ability to deliver exceptional personalized service and manage high-performing teams
• Reading, writing and oral proficiency in Cantonese, Mandarin and English
• Exceptional leadership and team management skills
• Deep knowledge of butler service, etiquette, protocol and international standards
• Strong emotional intelligence and guest-centric mindset
• Excellent communication and problem-solving abilities
• High level of discretion, professionalism and attention to detail

• 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

• 48 Hours weekly
• Work on shift