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.