Guest Experience Lead, Butler (The Laurus)

Job Summary:

We are seeking a refined and detail-oriented Guest Experience Lead (Butler) to join our team. This role is responsible for overseeing the delivery of personalized luxury services while guiding a team of Guest Experience Specialists. You’ll play a key role in ensuring seamless guest journeys, managing VIP experiences, and upholding the highest standards of luxury hospitality service.

Key Responsibilities:

• Oversee daily Butler operations and support Guest Experience Specialists in delivering exceptional personalized service.
• Coordinate daily assignments, guest allocations, and service priorities to ensure efficient operations.
• Handle VIP arrivals, suite guests, special occasions, and complex guest requests personally.
• Manage pre-arrival planning, guest preferences, amenities, and bespoke arrangements to ensure seamless experiences.
• Monitor service delivery standards and ensure consistency across all guest interactions.
• Act as the primary escalation point for guest concerns, service recovery situations, and special requests relating to Butler services.
• Maintain detailed and accurate guest profiles, preferences, and service records.
• Provide guidance, coaching, and on-the-job support to Butler team members.
• Conduct briefings and communicate guest movements, VIP arrivals, and operational priorities.
• Collaborate closely with Concierge, Front Office, Housekeeping, and other operational departments to ensure a seamless guest journey.
• Support training initiatives and knowledge-sharing to enhance team capabilities and service excellence.
• Identify opportunities to elevate guest experiences through personalization and anticipatory service.
• Assist with operational reporting and other duties assigned by supervisors or management.

Requirements:

• Minimum Diploma in Hotels/Hospitality Management or equivalent.
• Minimum 2-3 years of experience in luxury guest services or butler operations.
• Ability to multi-task and adapt to a dynamic work environment.
• Proficient in Opera PMS or equivalent hotel systems.
• Impeccable personal presentation and professional conduct.