Executive Butler-St. Regis

Role Overview

Executive Butler at St. Regis, a Marriott luxury hotel brand. This is a department head position responsible for leading and delivering the hotel's signature butler services program to guests.

Company Overview

St. Regis is the original house of luxury, with heritage traced to the early 1900s. The Butler program is an icon of the brand and the heart of its service philosophy. The Executive Butler serves as the primary face and ultimate luxury ambassador of this program.

Role Purpose

Lead the Butler services department to deliver seamless, high-touch, personalized, and creative service to guests throughout their stay—from pre-arrival through departure. Set the standard for excellence, manage the Butler team, coordinate across departments, and drive both guest satisfaction and financial performance.

Key Responsibilities

Butler Services Management

• Manage day-to-day butler services operations, verifying that quality and standards exceed guest expectations daily, including all pre-arrival activities, Butler Service Desk operations, and Butler staff deployment.
• Manage VIP guests by recognizing repeat and important guests, building rapport, obtaining preferences, and proactively anticipating needs and requirements.
• Manage VIP guests' schedules as appropriate to support potential needs.
• Manage the guest experience to afford a high level of privacy and maintain confidentiality on behalf of VIP guests when possible.
• Supervise Butler Service Desk and verify resources provide seamless services during the on-site guest journey.
• Conduct daily stand-ups and communicate clear, consistent messages regarding Butler team updates and goals to produce desired results.
• Obtain list of check-ins and VIP guests to prepare work assignments for the Butler team.
• Keep the Butler team focused on critical components of operations to drive guest satisfaction and desired financial results.
• Encourage and build mutual trust, respect, and cooperation among departments such as Front Office and Housekeeping whose touch points intersect with butler services.
• Serve as a role model to demonstrate appropriate behaviors and set the bar for execution of butler services through training and mentorship.
• Continuously strive with the team to provide bespoke and uncompromising services.
• Support and train other departments who deliver on signature services, such as housekeeping, room inspections, and delivery.

Leadership and Team Management

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial and business decision-making; demonstrate honesty and integrity; lead by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Supervise and manage employees. Manage all day-to-day operations and understand employee positions well enough to perform duties in employees' absence.
• Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
• Supervise all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.
• Serve as a role model to demonstrate appropriate behaviors.

Guest Relations

• Set the standard and tone for how Butler team members drive guest relations.
• Coach team members to recognize and build rapport with guests.
• Establish processes to obtain guest preferences and proactively anticipate guest needs and requirements.
• Verify Butler teams manage guests' schedules to anticipate potential needs.
• Verify Butler teams maintain a high level of privacy, discretion, and confidentiality on behalf of guests when possible.
• Verify Butler teams address guests' service needs in a professional, positive, and timely manner, consistent with company policy.
• Foster positive guest relations by coaching team members to actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes to resolve issues, delight guests, and build trust.
• Assist other employees to verify proper coverage and prompt guest service.

Financial Management

• Manage areas of operation to budget by reviewing operating statements, budget worksheets, and payroll progress reports.
• Manage department controllable expenses and cost per occupied room to achieve or exceed budgeted goals.
• Supervise and approve the budgeting and ordering of product and supplies in support of butler services.
• Manage departmental budget in such a way that overall property financial goals are met, and support staff are educated on relevant details as appropriate.

Human Resources Activities

• Interview, hire, and develop Butler team members with appropriate skills to meet the business needs of the operation.
• Communicate performance expectations in accordance with job descriptions for each position and monitor progress.
• Review staffing levels and modify as appropriate so butler services are delivered at the expected level, balanced with meeting financial and operational objectives. Create monthly and weekly schedules meeting departmental and individuals' needs. Include control of attendance using Human Resources Department software.
• Establish and maintain open, collaborative relationships with employees and verify employees do the same within the team.
• Verify recognition of employees is taking place across areas of responsibility.

Qualifications & Experience

High school diploma or GED with 2 years of experience in butler services, guest relations, or related professional area and 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 and completion of a formal butler training program; no work experience required.

Skills & Competencies

• Deep passion for service and uncompromising standards.
• Leadership excellence and ability to anticipate needs.
• Impeccable interpersonal skills.
• Technology skills to successfully lead the Butler program.
• Interpersonal and communication skills to lead, influence, and encourage others.
• Sound financial and business decision-making ability.
• Honesty and integrity.

Additional Information

Marriott International is an equal opportunity employer, welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated. Marriott is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.