Rosewood Hotel Group 主頁

We are seeking an experienced and passionate Butler Supervisor to lead our Butler team in delivering exceptional, highly personalized service to our VIP and key guests. This role ensures seamless coordination across all touchpoints of the guest journey—from pre-arrival to post-departure—while maintaining the highest standards of luxury hospitality and driving guest loyalty.

Key Responsibilities

• Guest Experience Leadership:

  • Oversee the delivery of anticipatory, personalized service throughout the entire stay lifecycle.
  • Act as the primary point of contact for VIP guests, ensuring all preferences and special requests are met.

• Operational Excellence:

  • Supervise and guide the Butler team to ensure adherence to SOPs and service standards.
  • Prepare VIP arrival reports, amenity lists, and Butler assignment sheets.
  • Monitor Go Audits and implement corrective action plans.

• Guest Journey Management:

  • Pre-arrival: Review reservations, guest profiles, and preferences; arrange amenities and special requests.
  • Arrival: Welcome guests, escort to rooms, conduct in-room orientation, assist with unpacking if requested.
  • Stay: Maintain daily contact, curate bespoke experiences, manage reservations and transportation, handle special occasions.
  • Departure: Facilitate check-out, assist with packing, confirm transport, and follow up post-stay.

• Cross-Department Coordination:

  • Liaise with Housekeeping, Engineering, F&B, Spa, Concierge, and Security to ensure flawless service delivery.
  • Act as guest advocate during issue resolution and manage recovery processes.

• Revenue & Loyalty:

  • Identify upselling opportunities for upgrades, dining, spa, and curated experiences.

Requirements

• Minimum 1 year of supervisory experience in Guest Relations or Butler services within a luxury or ultra-luxury environment.
• Proficiency in English and Spanish (additional languages are a plus).
• Exceptional communication, presentation, interpersonal, and problem-solving skills.
• Strong knowledge of Opera PMS is highly preferred.
• High standards of professionalism and attention to detail.

If you’re looking for a new professional challenge in an iconic luxury setting, join our team and help us create unforgettable experiences for our guests!