Guest Experience / Butler Manager

About the role

As the Guest Experience / Butler Manager you will lead a dedicated Butler and Palace Host team to deliver personalised, luxury service to all guests, with a special focus on VIP and villa guests. You will coordinate guest preferences across multiple channels, ensure seamless collaboration between departments, and uphold the highest standards of hospitality.

Key responsibilities

• Manage and motivate the Butler/Palace Host team.
• Track and maintain guest preference data from various sources.
• Drive the hotel‑level loyalty programme (Global Hotel Alliance Discovery) and conduct related training.
• Maintain the hotel’s VIP list and ensure VIP guests receive tailored greetings and services.
• Analyse guest feedback, propose improvements, and prepare monthly satisfaction reports.
• Monitor amenities costs and produce monthly cost reports.
• Utilise multiple systems (Opera PMS, Outlook, Review Pro, Anantara App, Loyalty Systems, Front Office Systems) to support operations.
• Anticipate and resolve guest issues promptly.

Required profile

• Minimum 2 years (preferably 3‑5 years) experience in front‑office or Butler operations within a luxury hotel.
• Proven ability to lead a team and deliver high‑end guest experiences.
• Excellent communication skills and fluency in English; additional major languages (Russian, French, German, Spanish, Korean, Chinese) are a plus.

Required skills

• Butler operations
• Review Pro
• Anantara App
• Opera PMS
• Loyalty Systems
• Front Office Systems
• Outlook