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?