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.