Butler Training Manager

Job description

About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: Opened in 2008, Four Seasons Hotel Macao has become a coveted destination for both business and leisure travelers who seek exceptional and personalized services. Its numerous awards and satisfied customers attest to its excellence. In October 2020, Four Seasons Hotel Macao introduced The Grand Suites, an all-suite tower that took the concept of luxury and bespoke services to new heights. With the addition of 289 suites, the Hotel's room count increased to a combined total of 649 keys, making it the largest property within the Four Seasons group. Situated at the heart of the Cotai Strip, the hotel provides an elegant oasis with elite entertainment, high-end shopping, world-class dining, and the indulgent pampering that defines Four Seasons. 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. What you bring 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. What we offer: 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 Schedule & Hours: This is a Full-time position 44 Hours weekly