Are you a master of craft? Do you thrive in a team that succeeds together,
demonstrating integrity and respect while acting responsibly? Do you embrace
a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental is the award-winning owner and operator of some of the most
luxurious hotels, resorts and residences located in prime destinations around
the world, with a strong development pipeline. Increasingly recognized
for creating some of the world’s most sought-after properties, the Group
provides legendary service inspired by Asian heritage whilst representing
the very cutting-edge of luxury experiences.
Mandarin Oriental, Makati
is an upcoming 5-star luxury hotel set within the lush Ayala Triangle Gardens,
at the prestigious corner of Paseo de Roxas and Makati Avenue.
Scheduled to open in 2026, this landmark development will feature 275 elegantly
appointed guestrooms and suites, offering a refined blend of contemporary design
and timeless sophistication. Guests will enjoy an exceptional array
of world-class amenities, including a curated selection of restaurants,
a stylish bar, a serene pool area, and the brand’s signature spa. Designed to
be a sanctuary in the heart of the city, the hotel promises an elevated
experience for both leisure and business travelers seeking comfort, excellence,
and distinction in Manila.
The Role
The
Head Butler is responsible for leading and managing the Butler Services team,
ensuring the delivery of highly personalized, intuitive, and discreet luxury
service to guests, particularly those in suites and villas. As a key ambassador
of Mandarin Oriental, the Head Butler upholds the brand’s legendary service
standards and creates exceptional, memorable guest experiences.
In
a pre-opening environment, this role is instrumental in establishing Butler
operations, standards, and service culture, while building a world-class team
for a seamless hotel opening.
Key
Responsibilities
Butler Operations & Service Excellence
- Oversee all Butler Services operations, ensuring seamless, anticipatory,
and personalized guest experiences - Design and implement bespoke guest
experiences tailored to individual preferences - Ensure flawless
execution of services including unpacking/packing, in-room dining coordination,
garment pressing, and personalized amenities - Maintain the highest level
of discretion, professionalism, and confidentiality at all times
Guest Experience & Personalization
- Build strong relationships
with VIPs, repeat guests, and long-stay guests - Ensure detailed guest
profiles and preferences are collected, updated, and utilized consistently
- Anticipate guest needs and exceed expectations through proactive service
delivery - Handle guest concerns and service recovery with urgency
and professionalism
Pre-Opening Responsibilities
- Lead
the development and implementation of Butler Service Standard Operating
Procedures (SOPs) - Create service sequences and standards aligned
with Mandarin Oriental’s luxury positioning - Support recruitment,
onboarding, and intensive training of Butler colleagues - Participate
in mock operations, service simulations, and role-playing scenarios
- Ensure all Butler equipment, amenities, and service touchpoints are ready
for opening
Team Leadership & Development
- Lead,
coach, and mentor the Butler team to deliver exceptional service
- Conduct training programs on luxury etiquette, personalization, service
delivery, and cultural sensitivity - Manage performance evaluations,
development plans, and succession planning - Foster a culture
of excellence, teamwork, and continuous improvement
Guest Journey
Management
- Oversee the full guest journey for suite and VIP guests
from pre-arrival to departure - Coordinate personalized itineraries
and in-room experiences - Ensure seamless coordination between Butler
Services and all operational departments - Monitor guest satisfaction
and implement improvement initiatives
Financial Management &
Revenue Awareness
- Contribute to revenue generation through
personalized services and upselling opportunities - Monitor departmental
expenses and ensure cost-efficient operations - Manage inventory and cost
control of Butler amenities and supplies - Support budgeting
and forecasting for Butler Services
Coordination &
Communication
- Work closely with Club Floor, Front Office,
Housekeeping, Concierge, F&B, Spa, and Engineering - Ensure timely
communication of guest preferences, VIP movements, and special requests
- Participate in daily briefings and operational meetings
- Ensure
seamless service delivery across all guest touchpoints
Quality
Assurance & Brand Compliance
- Ensure full compliance with Mandarin
Oriental brand standards and audit requirements - Conduct regular service
audits and quality checks - Maintain consistency and excellence across
all Butler interactions - Implement corrective actions based on guest
feedback and operational assessments
Safety, Security & Risk
Management
- Ensure guest privacy, safety, and security
are maintained at all times - Handle sensitive guest information
with strict confidentiality - Respond effectively to emergencies
and unusual situations - Ensure compliance with hotel policies
and procedures
Qualifications &
Experience
- Bachelor’s degree in Hospitality Management
or related field preferred - Minimum of 5-7 years’ experience in luxury
hotel operations, with Butler or Guest Relations experience - Previous
leadership experience in Butler Services or similar high-end guest service
role - Pre-opening experience is highly desirable
- Strong
understanding of luxury service standards and VIP guest handling
- Excellent communication and interpersonal skills
- Fluency
in English; additional languages are an advantage - Exceptional service
orientation and attention to detail - Strong leadership and team
development skills - High level of discretion, professionalism,
and emotional intelligence - Ability to anticipate guest needs
and deliver personalized experiences - Strong organizational
and multitasking abilities - Cultural awareness and adaptability
Why Join Us?
Mandarin Oriental offers
a world-class environment where your expertise, creativity, and leadership
will shape the legacy of our return to Manila. You will be part of a dynamic
preopening team committed to excellence, innovation, and authentic Asian
hospitality.
Our commitment to you:
- Learning & Development.
Your success is our success. We craft unique learning and development programmes
for various stages in your career so that you grow, continuously.
- MOstay. When you work as hard as our colleagues do, it’s important to take
time off. As a member of the #MOfamily, you can stay with us wherever you go
in the world. The MOstay programme offers complimentary nights and additionally
attractive rates on rooms for you and your loved ones. - Heath &
Colleague Wellness.
Finding the right work-life balance is important. Your wellbeing matters to
us. A variety of health benefits and wellness programmes are offered to all our
colleagues, globally.
We’re Fans. Are you?
