Executive Butler (The St. Regis Bermuda Resort)

JOB SUMMARY

As the original house of luxury, St. Regis continues to redefine modern
luxury through service. At the core is the Butler program, an icon to our
heritage and the heart and soul of new luxury. It is high-touch, personalized,
creative and original. It is brought to life by all talent but serving as
the primary face to the program is our Butler team, who are the ultimate luxury
ambassadors.

The Executive Butler is a department head
with responsibility for the successful functioning and delivery of our critical
and differentiating butler services to guests.

You set the tone for and are primarily accountable to providing a seamless face
to the guest pre-arrival, during the guest stay and at departure. Butler
services are accomplished by directly managing the Butler team – comprised
of Butlers and Butler Valets – and strong coordination with other departments.
The Executive Butler leads by working to continually improve guest and associate
satisfaction, and maximize the financial performance of the department.

While the St. Regis brand is steeped in history with roots that can
be traced back to the early 1900s, every team member is part of a trailblazing
future to redefine modern luxury through service. The Executive Butler’s success
is rooted in a deep passion for service, uncompromising standards, leadership
excellence, the ability to anticipate needs, impeccable interpersonal skills
and technology skills to successfully lead the Butler program.

CANDIDATE PROFILE

Education
and Experience

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

CORE WORK
ACTIVITIES

Managing Butler
Services

• Manages day-to-day butler services operations
verifying that quality and standards exceed the expectations of guests on
a daily basis. This includes all pre-arrival activities, Butler Service Desk
operations, and Butler staff in order to provide a seamless butler program
for guests.

• Manages VIP guests.

Recognizes repeat and important guests and builds rapport in order to develop
personal guest contact, obtains preferences and proactively anticipates guest
needs and requirement.

• Manages VIP guests’ schedules as appropriate
to support potential needs.

• Manages the guest experience so that a high
level of privacy is afforded and confidentiality is kept on behalf of VIP guests
when possible.

• Supervises Butler Service Desk and verifies resources
provide seamless services during the on-site guest journey.

• Conducts
daily stand-ups and communicates clear and consistent messages through stand-ups
regarding the Butler team updates and goals to produce desired results.

•
Obtains list of check-ins and VIP guests both to prepare work assignments
for the Butler team.

• Keeps the Butler team focused on the critical
components of operations to drive guest satisfaction and the desired financial
results.

• Encourages and builds mutual trust, respect, and cooperation
among departments such as Front Office and Housekeeping whose touch points
intersect with butler services and Butler team members.

• Serves as
a role model to demonstrate appropriate behaviors and sets the bar for execution
of butler services through training and mentorship.

• Continuously
strives with the team to provide the bespoke and uncompromising services.

• Supports and trains other departments who deliver on signature services
(e.g., housekeeping, room inspections, delivery).

Supporting Management of Front Desk Team

• Utilizes
interpersonal and communication skills to lead, influence, and encourage others;
advocates sound financial/business decision making; demonstrates
honesty/integrity; leads by example.

• Encourages and building mutual
trust, respect, and cooperation among team members.

• Serving as a role
model to demonstrate appropriate behaviors.

• Supervises and manages
employees. Manages all day-to-day operations. Understands employee positions
well enough to perform duties in employees' absence.

• Establishes
and maintains open, collaborative relationships with employees and ensures
employees do the same within the team.

• Supervises all areas of
the Front Office in the absence of the Front Office or Assistant Front Office
Manager.

Guest Relations

• Sets
the standard and tone for how Butler team members drive guest relations.

• Coaches team members to recognize and build rapport with guests.

•
Establishes processes to obtain guest preferences and proactively anticipate
guest needs and requirements.

• Verifies Butler teams manage guests’
schedules to anticipate potential needs.

• Verifies Butler teams maintain
a high level of privacy, discretion and confidentiality on behalf of guests when
possible.

• Verifies Butler teams address guests' service needs in
a professional, positive, and timely manner, consistent with company policy.

• Fosters positive guest relations by coaching team members to actively
listen and respond positively to guest questions, concerns, and requests using
brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP)
to resolve issues, delight, and build trust. ?

• Assists other employees
to verify proper coverage and prompt guest service.

Managing Departmental Costs

• Manages areas
of operation to budget by reviewing operating statements, budget worksheets
and payroll progress reports.

• Manages department controllable expenses
and cost per occupied room to achieve or exceed budgeted goals.

•
Supervises and approves the budgeting and ordering of product and supplies
in support of butler services.

• Manages departmental budget in such
a way that the overall property financial goals are met, and supporting staff
are educated on relevant details as appropriate.

Conducting Human Resources Activities

• Interviews,
hires and develops Butler team members with the appropriate skills to meet
the business needs of the operation.

• Communicates performance
expectations in accordance with job descriptions for each position and monitors
progress.

• Reviews staffing levels and modifies as appropriate so
that butler services are delivered at the expected level, balanced with meeting
financial and operational objectives. In reviewing staffing levels, creates
monthly/weekly schedules, meeting departmental and individuals’ needs. Includes
control of attendance by using software used by Human Resources Department.

• Establishes and maintains open, collaborative relationships with employees
and verifies employees do the same within the team.

• Verifies
recognition of employees is taking place across areas of responsibility.