Head Butler-St. Regis

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 high-touch, 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 ambassadors

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 pre-arrival, 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 department

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 Butler s 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 program

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 2 years of experience in butler services, guest relations, or related professional area; completion of a formal butler training program

OR

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; no work experience required

CORE WORK ACTIVITIES

Managing Butler Services

Manages day-to-day butler services operations verifying that quality and standards exceed the expectations of guests on a daily basis

This includes all pre-arrival activities, Butler Service Desk operations, and Butler staff in order to provide a seamless butler program for guests

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 requirement

Manages VIP guests schedules as appropriate to support potential needs

Manages the guest experience so that a high level of privacy is afforded and confidentiality is kept on behalf of VIP guests when possible

Supervises Butler Service Desk and verifies resources provide seamless services during the on-site guest journey

Conducts daily stand-ups and communicates clear and consistent messages through stand-ups regarding the Butler team updates and goals to produce desired results

Obtains list of check-ins and VIP guests both to prepare work assignments for the Butler team

Keeps the Butler team focused on the critical components of operations to drive guest satisfaction and the desired financial results

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 members

Serves as a role model to demonstrate appropriate behaviors and sets the bar for execution of butler services through training and mentorship

Continuously strives with the team to provide the bespoke and uncompromising services

Supports and trains other departments who deliver on signature services (e

g

, housekeeping, room inspections, delivery)

Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example

Encourages and building mutual trust, respect, and cooperation among team members

Serving as a role model to demonstrate appropriate behaviors

Supervises and manages employees

Manages all day-to-day operations

Understands employee positions well enough to perform duties in employees absence

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team

Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager

Guest Relations

Sets the standard and tone for how Butler team members drive guest relations

Coaches team members to recognize and build rapport with guests

Establishes processes to obtain guest preferences and proactively anticipate guest needs and requirements

Verifies Butler teams manage guests schedules to anticipate potential needs

Verifies Butler teams maintain a high level of privacy, discretion and confidentiality on behalf of guests when possible

Verifies Butler teams address guests service needs in a professional, positive, and timely manner, consistent with company policy

Fosters positive guest relations by coaching team members to actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e

g

, LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust

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Assists other employees to verify proper coverage and prompt guest service

Managing Departmental Costs

Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports

Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals

Supervises and approves the budgeting and ordering of product and supplies in support of butler services

Manages departmental budget in such a way that the overall property financial goals are met, and supporting staff are educated on relevant details as appropriate

Conducting Human Resources Activities

Interviews, hires and develops Butler team members with the appropriate skills to meet the business needs of the operation

Communicates performance expectations in accordance with job descriptions for each position and monitors progress

Reviews staffing levels and modifies as appropriate so that butler services are delivered at the expected level, balanced with meeting financial and operational objectives

In reviewing staffing levels, creates monthly/weekly schedules, meeting departmental and individuals needs

Includes control of attendance by using software used by Human Resources Department

Establishes and maintains open, collaborative relationships with employees and verifies employees do the same within the team

Verifies recognition of employees is taking place across areas of responsibility