Key Role Overview
The Executive Butler is a department head responsible for leading the Butler team to deliver high-touch, personalized butler services across the entire guest journey—pre-arrival, during the stay, and at departure.
The role oversees day-to-day butler operations, VIP guest relations, staff training and cross-department coordination to ensure bespoke, confidential service while driving guest satisfaction and departmental financial performance. Success in this role requires leadership excellence, impeccable interpersonal and technology skills, and a passion for uncompromising standards of service.
What are the Key Responsibilities?
- Manage day-to-day butler services operations, including pre-arrival activities, Butler Service Desk operations, and Butler staff to ensure a seamless butler program for guests.
- Manage VIP guests by recognizing repeat and important guests, building rapport, obtaining preferences, proactively anticipating needs, and managing VIP schedules as appropriate.
- Ensure guest privacy and confidentiality for VIP guests and high-profile stays.
- Supervise Butler Service Desk and verify resources provide seamless services during the on-site guest journey.
- Conduct daily stand-ups and communicate clear, consistent messages about Butler team updates and goals.
- Prepare work assignments using check-in and VIP guest lists and keep the Butler team focused on critical components of operations to drive guest satisfaction and financial results.
- Encourage and build mutual trust, respect, and cooperation among intersecting departments such as Front Office and Housekeeping.
- Serve as a role model through training, mentorship, and demonstration of appropriate behaviors and standards for butler services.
- Support and train other departments that deliver on signature services (e.g., housekeeping, room inspections, delivery).
- Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty and integrity; lead by example.
- Supervise and manage employees, including all day-to-day operations and understanding positions well enough to perform duties in employees' absence; supervise all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
- Establish and maintain open, collaborative relationships with employees and ensure proper recognition, coverage, and scheduling to meet departmental and individual needs.
- Manage departmental costs by reviewing operating statements, budget worksheets, payroll progress reports, and controlling controllable expenses and cost per occupied room.
- Supervise and approve budgeting and ordering of products and supplies to support butler services, managing the departmental budget to meet property financial goals.
- Conduct HR activities: interview, hire, develop Butler team members, communicate performance expectations, review and modify staffing levels, create schedules, and control attendance through HR systems.
What are the Required Qualifications?
- High school diploma or GED plus 2 years of experience in butler services, guest relations, or a related professional area, and completion of a formal butler training program.
- OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; completion of a formal butler training program; in this pathway no prior work experience is required.
- Demonstrated leadership and supervisory experience or aptitude, strong interpersonal and communication skills, and the ability to lead, mentor, and model expected behaviors.
- Ability to maintain guest privacy, discretion, and confidentiality; strong organizational skills for scheduling and staffing; basic financial acumen for managing budgets and controllable expenses.
- Technology skills to manage Butler program operations and related property systems.
What are the Preferred Qualifications?
- Prior management experience within a Butler program, Front Office, or luxury hotel environment.
- Formal butler training completion and demonstrated experience delivering bespoke, anticipatory service in a luxury brand setting.
- Familiarity with brand/property-specific guest relations processes (examples cited: LEARN, PLEASED, Guest Response, LEAP) and experience coaching teams to use these processes.
- Experience managing VIP or high-profile guest services and coordinating across departments to deliver signature experiences.
Compensation & Benefits
- Salary range: Not disclosed in the posting.
- Key benefits: Employer emphasizes equal opportunity employment, inclusion in a global portfolio of brands, career growth and development within St. Regis and Marriott International, and being part of a diverse global team.
Additional Information
- Work arrangement: On-site at a St. Regis hotel/property; the specific city/location is not provided in the posting.
- The role requires regular coordination with Front Office, Housekeeping, and other departments and may involve supervising or covering Front Office responsibilities in management's absence.
- Marriott International and St. Regis affirm equal opportunity employment and non-discrimination on protected bases as applicable by law.
