JOB SUMMARY
Responsible for the daily operations of the Butler Services team , ensuring the delivery of personalized and exceptional service to guests. Directs and works closely with Butlers to ensure guest preferences, special requests, and individual needs are anticipated and seamlessly fulfilled throughout the guest journey.
Oversees service standards, conducts regular inspections, provides coaching and guidance, and holds team members accountable for corrective actions when required. The position assists in ensuring guest and employee satisfaction , maintaining luxury service standards, and supporting the smooth and efficient operation of the department while adhering to the established operating budget.
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; minimum 2 years of experience in Butler Services, Front Office, Guest Relations, or a related luxury hospitality area , preferably with supervisory or leadership experience.
OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality Management, Business Administration, or a related major; no prior work experience required .
CORE WORK ACTIVITIES
Managing Butler Operations and Budgets
- Oversees the daily operations of the Butler Services team , ensuring seamless and personalized service delivery throughout the guest journey.
- Verifies that guest preferences, special requests, arrival details, and relevant information are communicated accurately and efficiently among Butlers and other departments.
- Reviews daily arrivals, departures, VIP guests, special occasions, and guest profiles to ensure appropriate preparation and personalized service.
- Conducts regular inspections of assigned guest rooms, suites, and Butler service areas to ensure established service and presentation standards are consistently maintained.
- Assigns daily responsibilities and guest portfolios to Butlers based on occupancy, business demands, and operational requirements.
- Ensures adequate inventory of Butler supplies, guest amenities, equipment, and other operational materials.
- Supervises Butler service procedures and verifies compliance with established policies, standards, SOPs, and LSOPs.
- Understands the impact of Butler operations on the property's overall financial goals and manages departmental resources to achieve budgeted objectives.
- Communicates areas requiring attention or improvement to the team and follows up to ensure appropriate corrective action is taken.
- Works closely with Front Office, Housekeeping, Food & Beverage, Concierge, Engineering, and other departments to ensure seamless coordination of guest requests and experiences.
- Participates in departmental meetings and consistently communicates departmental goals, service standards, and operational priorities to achieve desired results.
Conducting Human Resources Activities
- Utilizes available on-the-job training tools to train and develop new and existing Butlers, providing ongoing coaching and follow-up training as required.
- Establishes and maintains open, collaborative relationships with employees and encourages the same behavior throughout the team.
- Schedules employees according to business demands and monitors employee time and attendance.
- Ensures employees clearly understand their roles, responsibilities, service standards, and performance expectations.
- Ensures property policies are administered fairly and consistently and that disciplinary procedures and documentation are completed in accordance with established SOPs and LSOPs.
- Monitors staffing levels to ensure guest service requirements, operational needs, and financial objectives are met.
- Observes employee service behaviors and provides timely coaching, feedback, and guidance to enhance performance.
- Ensures employee recognition takes place consistently and actively participates in ongoing recognition initiatives.
- Solicits employee feedback, maintains an open-door approach, and addresses employee concerns in a timely and professional manner.
- Participates in employee performance management and progressive discipline procedures when required.
- Celebrates team successes and recognizes individual and collective contributions to guest satisfaction and departmental performance.
Ensuring Exceptional Guest Service
- Sets a positive example for guest relations and demonstrates a strong commitment to personalized luxury service .
- Understands and consistently demonstrates the brand's service culture, standards, and values.
- Ensures Butlers anticipate guest needs and preferences and provide intuitive, personalized, and memorable experiences.
- Builds appropriate relationships with guests to understand their preferences and ensure continuity of service throughout their stay.
- Empowers Butlers to make appropriate service decisions and take ownership of guest requests.
- Ensures guest preferences, requests, and relevant information are properly documented and communicated to appropriate departments.
- Meets and engages with guests regularly to obtain feedback and identify opportunities to enhance their experience.
- Responds promptly and professionally to guest concerns and complaints and ensures appropriate follow-up and service recovery.
- Participates in the development and implementation of corrective action plans to improve guest satisfaction.
- Emphasizes guest satisfaction during departmental briefings and meetings and promotes a culture of continuous improvement.
- Monitors service performance and provides coaching to ensure consistent delivery of exceptional Butler service.
- Collaborates with other departments to create personalized experiences for VIP guests, special occasions, celebrations, and other individual guest requirements.
- Strives to continuously improve service performance and elevate the overall guest experience.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
