Head Butler
Company Description
We are looking for a Head Butler to join this wonderful hotel SLS Playa Mujeres Cancún, Colección All Inclusive.
Ennismore, with its luxury brand SLS, is carrying out a magnificent all-inclusive project in the oasis that is Playa Mujeres, just north of Cancún, Mexico.
Introducing this dazzling new luxury jewel arriving in the Playa Mujeres area of Cancún. Our all-inclusive hotel offers 500 luxurious rooms, complemented by an impressive variety of 18 different Food and Beverage establishments and a rejuvenating spa sanctuary. Serving both adults seeking an escape and families longing for connection and a bit of adventure, this hotel brings a world of extraordinary experiences to Cancún, providing a variety of amenities and activities designed for travelers of all ages.
This project is not for the faint of heart. At Ennismore, we are ambitious, and this project is a perfect example of that. If you are looking to leave your mark as we expand even further in Mexico, building an exciting hotel with much to offer and working with some of the best and brightest in the world of luxury hospitality, this could be the perfect fit for you.
Job Description
Ensure a personalized, anticipatory, and memorable luxury experience for guests through the correct supervision, coordination, and development of the butler team, ensuring that service standards are consistently executed according to the brand's hospitality philosophy.
Responsible for leading the daily operation of the butler service, driving operational excellence, overseeing the personalization of VIP experiences, and acting as a liaison between the Butler team, Guest Experience Manager, and the different operational areas of the resort.
- Knowledge of luxury service standards.
- Management of hotel systems (PMS, CRM, preference platforms).
- Mastery of Guest Experience processes.
- Preparation of operational reports.
- Management of satisfaction indicators.
- Advanced English is indispensable.
- Excellent written and verbal communication.
Responsibilities
- Supervise, direct, and motivate the team composed of Butlers / eButler, ensuring compliance with service standards.
- Conduct daily operational meetings (briefings) to communicate priorities, VIP arrivals, special requests, and the day's objectives.
- Distribute workloads and guest assignments considering occupancy, VIP levels, and special needs.
- Monitor individual performance through direct observation, feedback, and follow-up.
- Identify training and development needs for the team.
- Promote a culture of excellence, collaboration, and service anticipation.
- Participate in selection, induction, and training processes for new Butler talent.
- Provide friendly, attentive, and cordial service.
- Maintain a positive attitude and pay attention to detail throughout the shift.
- Design personalized experiences aligned with the guest profile.
- Escalate sensitive situations to the Guest Experience Manager.
- Ensure effective service recovery when necessary.
- Perform Butler service audits.
- Evaluate response times and quality of service.
- Follow up on guest comments.
- Implement corrective actions and improvement plans.
- Prepare operational reports for the department.
Requirements
- Bachelor's degree in Hospitality, Tourism, Hotel Administration, or a related field.
- Desirable certifications in luxury hospitality.
- Previous experience as a Butler, Butler Supervisor, Assistant Manager, or similar positions.
- Experience leading operational teams.
- Management of VIP guests and sensitive situations.
Additional Information
What awaits you...
- The opportunity to join an international, innovative, and fast-growing group, committed not only to building new hotels but to creating a global brand.
- The possibility to challenge the norm and work in an environment that is both creative and rewarding.
- Being part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
- A competitive package and many opportunities for development.