Position Summary Operate under the general direction of the AVP - Training & Communications and in accordance with the objectives, performance and training standards established by the different leadership of the enterprise hotels and resort to support butler aspects of training needs Conduct and plan robust butler training programs and structure in place within the enterprise hotel & resort operations Work with Raffles, Galaxy and Banyan Tree butler leaders to identify the training needs and narrow down the service excellence gap and assist with Capella Macau pre-opening and future butler projects Champions and advocates the Asian Heart attributes and supports the Galaxy hotel leadership to build upon our culture  Primary Responsibility Drives and champions butler training and ensure the team is trained to deliver thoughtful, intuitive and gracious service with highest level of consistency embracing elements of luxury Directly Responsible for the butler training function in the enterprise hotel and resort operations and will assist AVP - Training & Communication in other areas and projects Be the guardian of the departmental ops training manual and standard operating procedures to ensure maximum comforts for the guests. Keep abreast of the industry best practices to evaluate the training trends, identify the training needs and other market insight through regular research including competitor stay programs. Develop team strengths, identify areas for improvement and coach team members for their personal growth. Create a monthly butler training calendar and ensure all scheduled trainings sessions are well attended. Has full knowledge of Galaxy, Raffles & Banyan tree Hotel brand standards and ensure to be present and add value to the daily briefing as well as monthly meeting for butler operations in addition to pre-opening support to Capella Macau and future openings Identify areas of service shortfalls and develop Best in Class practices and service standards Coordinate closely with the supporting departments to ensure the delivery of highest level of guest experience in every touch points Be an innovator in suggesting the best practices of WOW moments and work with butler operations team to deliver luxury services to all guests Take care of new butler Team Member's onboarding experience and ensure they are well settled in Formalizes, implements & evaluates operations learning strategies Works with each hotel's butler leadership to develop training plans and establish priorities. Provide on-the-job training and guidance to Team Members and access their respective performance and ability Requirements Minimum of 12 years of butler experience with at least 8 years in management position or similar capacity Good knowledge and understanding of butler operations, PMS systems, OPERA is preferred. Experience in delivery of training program Ability to collaborate well, be a team-player, coach, and develop others Excellent communication skills in English & Mandarin. Cantonese is an advantage but not a prerequisite. Bachelor’s degree in hospitality management