ESSENTIAL FUNCTIONS:

• Direct supervision of the Butler team, scheduling the roster and coordinating butler assignments
• Lead and assure thorough training the Butler Team in order to fulfil the responsibilities
• Engage in continued education of the Butler team and service trends
• Receive guests in a professional and friendly manner, exceeding guest expectations from arrival through to departure
• Act as a point of contact for the guest during their stay, assisting with any arrangements or requests of the guest. To meet all guests personally during the stay, where possible.
• Identify and anticipate guest needs and ensure a personalized service is provided
• Liaise with the Front Office Team, Guest Relations, Concierge, and any other relevant department or section to fulfil all requests or guest recommendations, including. in room dining, restaurants, laundry, spa bookings, special occasions, outside excursions.
• Maintain up to date knowledge of the in-room facilities, services and technology
• Keep guests informed of hotel facilities, services, promotions, and activities in an informative and helpful manner
• Update guest feedback using HOST
• To increase guest interaction and to drive the Medallia score of the property
• To regularly inspect the quality of service provided by all Butlers, and to ensure that all services are delivered according to standard.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Candidate must have the ability to work varying shifts, including nights, weekends, and holidays
• Bachelor’s degree required (Business, Hospitality Management, or related degree preferred).
• Minimum of 5 years’ experience in butler program, concierge services, technical training, and/or Customer Experience roles.
• Minimum of 3 years' management experience in hospitality.
• Strong facilitation, presentation and public speaking skills required
• Excellent guest and associate relations skills required.
• Excellent organizational skills, detail oriented, ability to multi-task and able to effectively manage competing priorities in a fast-paced environment.
• Proficient with software applications such as World, Excel, PowerPoint, Outlook, and Publisher. SharePoint experience is a plus.
• Demonstrate an aptitude for learning and utilizing software applications pertinent to the functions of this job.