Butler

SUMMARY:
The Butler is responsible for delivering a personalised, discreet, and world-class guest experience throughout each guest's stay. Acting as the primary point of contact, the Butler anticipates guest needs, coordinates services across departments, and ensures exceptional attention to detail. This role requires outstanding hospitality skills, professionalism, and a genuine passion for providing luxury service.
Key Responsibilities

• Welcome guests upon arrival and provide a seamless check-in and orientation experience.
• Escort guests to their suites and explain lodge or hotel facilities and amenities.
• Serve as the main point of contact for guests throughout their stay.
• Anticipate and fulfil guest requests promptly and professionally.
• Coordinate guest activities, dining reservations, spa bookings, transfers, and special requests.
• Serve meals, beverages, and refreshments in suites or private dining areas when required.
• Ensure guest rooms and public areas meet luxury presentation standards before guest arrival.
• Liaise with Housekeeping, Food & Beverage, Maintenance, and other departments to ensure exceptional service.
• Monitor guest preferences and maintain accurate guest profiles to personalise future visits.
• Handle guest complaints efficiently, ensuring prompt resolution and guest satisfaction.
• Assist with packing, unpacking, and luggage handling where appropriate.
• Arrange special occasions such as anniversaries, birthdays, proposals, and honeymoon experiences.
• Maintain confidentiality and discretion regarding all guest information.
• Ensure compliance with health, safety, and hygiene standards.
• Assist with hosting VIP guests and delivering personalised luxury experiences.
• Perform additional guest service duties as required to enhance the overall guest experience.

POSITION INFO:
Minimum Qualifications Grade 12 (Matric) or equivalent. Certificate or Diploma in Hospitality Management or a related field (preferred). Butler or luxury hospitality training is advantageous. Valid driver's licence (preferred). First Aid Certificate (advantageous). Experience Required Minimum of 2-3 years' experience as a Butler, Guest Relations Officer, or in a luxury hospitality environment. Previous experience in a 5-star hotel, luxury lodge, or boutique property. Experience providing personalised guest service to high-end or VIP clientele. Food and beverage service experience is advantageous. Knowledge & Skills Excellent knowledge of luxury hospitality service standards. Exceptional guest relations and customer service skills. Strong communication and interpersonal abilities. Excellent organisational and time management skills. Ability to anticipate guest needs and exceed expectations. Knowledge of food and beverage service etiquette. Ability to coordinate multiple guest requests efficiently. Computer literacy, including Microsoft Office and property management systems (PMS). Strong problem-solving and conflict resolution skills. Excellent spoken and written English; additional languages are advantageous. Personal Attributes Professional, polished, and well-presented. Warm, friendly, and approachable. Discreet and trustworthy. Calm under pressure with excellent attention to detail. Highly organised and proactive. Flexible and adaptable. Positive attitude with a genuine passion for hospitality. Team player with excellent interpersonal skills. Committed to delivering exceptional guest experiences. Other Requirements Willingness to work shifts, weekends, public holidays, and evenings. Ability to stand and walk for extended periods. Physically fit to assist with luggage and guest requests. Willingness to live on-site if required by the property. Valid South African driver's licence is advantageous. Eligible to work in South Africa. Preferred Competencies Experience within a luxury safari lodge, boutique hotel, or 5-star resort. Knowledge of wine service, fine dining etiquette, and luxury guest protocols. Familiarity with PMS systems such as Opera, Protel, or NightsBridge. Experience coordinating VIP guest itineraries and special occasions. Strong understanding of international hospitality standards. Passion for delivering personalised, memorable, and seamless guest experiences.