n JOB SUMMARY n n As the original house of luxury St Regis continues to redefine modern luxury through service At the core is the Butler program an icon to our heritage and the heart and soul of new luxury It is hightouch personalized creative and original It is brought to life by all talent but serving as the primary face to the program is our Butler team who are the ultimate luxury ambassadorsn n The Executive Butler is a department head with responsibility for the successful functioning and delivery of our critical and differentiating butler services to guests You set the tone for and are primarily accountable to providing a seamless face to the guest prearrival during the guest stay and at departure Butler services are accomplished by directly managing the Butler team comprised of Butlers and Butler Valets and strong coordination with other departments The Executive Butler leads by working to continually improve guest and associate satisfaction and maximize the financial performance of the departmentn n While the St Regis brand is steeped in history with roots that can be traced back to the early 1900s every team member is part of a trailblazing future to redefine modern luxury through service The Executive Butlers success is rooted in a deep passion for service uncompromising standards leadership excellence the ability to anticipate needs impeccable interpersonal skills and technology skills to successfully lead the Butler programn n CANDIDATE PROFILE n n Education and Experience n High school diploma or GED 2 years of experience in butler services guest relations or related professional area completion of a formal butler training programn ORn 2year degree from an accredited university in Hotel and Restaurant Management Hospitality Business Administration or related major completion of a formal butler training program no work experience requiredn n CORE WORK ACTIVITIES n n Managing Butler Services n Manages daytoday butler services operations verifying that quality and standards exceed the expectations of guests on a daily basis This includes all prearrival activities Butler Service Desk operations and Butler staff in order to provide a seamless butler program for guestsn Manages VIP guests Recognizes repeat and important guests and builds rapport in order to develop personal guest contact obtains preferences and proactively anticipates guest needs and requirementn Manages VIP guests schedules as appropriate to support potential needsn Manages the guest experience so that a high level of privacy is afforded and confidentiality is kept on behalf of VIP guests when possiblen Supervises Butler Service Desk and verifies resources provide seamless services during the onsite guest journeyn Conducts daily standups and communicates clear and consistent messages through standups regarding the Butler team updates and goals to produce desired resultsn Obtains list of checkins and VIP guests both to prepare work assignments for the Butler teamn Keeps the Butler team focused on the critical components of operations to drive guest satisfaction and the desired financial resultsn Encourages and builds mutual trust respect and cooperation among departments such as Front Office and Housekeeping whose touch points intersect with butler services and Butler team membersn Serves as a role model to demonstrate appropriate behaviors and sets the bar for execution of butler services through training and mentorshipn Continuously strives with the team to provide the bespoke and uncompromising servicesn Supports and trains other departments who deliver on signature services eg housekeeping room inspections deliveryn n Supporting Management of Front Desk Team n Utilizes interpersonal and communication skills to lead influence and encourage others advocates sound financialbusiness decision making demonstrates honestyintegrity leads by examplen Encourages and building mutual trust respect and cooperation among team membersn Serving as a role model to demonstrate appropriate behaviorsn Supervises and manages employees Manages all daytoday operations Understands employee positions well enough to perform duties in employees absencen Establishes and maintains open collaborative relationships with employees and ensures employees do the same within the teamn Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Managern n Guest Relations n Sets the standard and tone for how Butler team members drive guest relationsn Coaches team members to recognize and build rapport with guestsn Establishes processes to obtain guest preferences and proactively anticipate guest needs and requirementsn Verifies Butler teams manage guests schedules to anticipate potential needsn Verifies Butler teams maintain a high level of privacy discretion and confidentiality on behalf of guests when possiblen Verifies Butler teams address guests service needs in a professional positive and timely manner consistent with co
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