WHAT WILL I ACTUALLY BE DOING?
You have already told us that you are driven and detailed by nature and that you love everything to be just right, which means you will feel perfectly at home in this team.
Regarding the role, it’s as the job title says really, that embodies our bold, passionate, and innovative spirit, to deliver exceptional, guest-centric service by supporting Front Office Manager, Assistant Front Office Manager and Duty Managers. This role is responsible for providing highly personalized, anticipatory, and discreet service to guests, ensuring an exceptional and seamless luxury experience. The Butler serves as the primary point of contact for VIP guests, offering bespoke services, attending to their every need, and enhancing their stay through meticulous attention to detail, discretion, and warm hospitality.
Part of the role is physical, and you will be on your feet some of the day, so fitness will be key for you, although reasonable adjustments will be made where we can. There’s a lot of people around in the hotel, so you will need to be able to communicate well with everyone. We would love it if you were multi-lingual, but it’s not essential.
Guest Services & Personal Assistance
Serve as the main point of contact for VIP guests, ensuring all requests are fulfilled promptly and efficiently. Provide a warm and personalized welcome, including room orientation, unpacking/packing luggage, and explaining in-room amenities. Anticipate guest needs by recognizing preferences and patterns (e.g., preferred beverages, dining times, pillow choices). Arrange and oversee personalized services such as private dining, spa reservations, transportation, and exclusive experiences alongside with Concierge team. Handle special requests, including but not limited to shopping assistance and personal errands, laundry, pressing, and wardrobe management.
Suite & Room Maintenance
Ensure suites are maintained to the highest standards, coordinating with housekeeping for turndown service, linen changes, and amenity replenishment. Inspect rooms before guest arrival to confirm all requested amenities (flowers, wine, special décor) are in place. Monitor and restock in-room bar, minibar, and personalized refreshments as per guest preferences.
Food & Beverage Services
Serve in-suite breakfast, afternoon tea, cocktails, and other dining experiences with impeccable presentation. Coordinate with the culinary team for customized menus based on dietary restrictions or preferences. Arrange private in-room dining setups for special occasions (anniversaries, proposals, celebrations).
Communication & Coordination
Liaise with front office, concierge, housekeeping, and F&B teams to ensure flawless service delivery. Maintain detailed guest profiles to record preferences for future stays. Handle guest complaints with diplomacy, resolving issues swiftly and discreetly.
Discretion & Confidentiality
Uphold the highest level of privacy and discretion for high-profile guests. Ensure all guest interactions remain confidential and within hotel policies.
Technology & Innovation
Utilize hotel management systems (e.g. Opera) to streamline operations. Monitor online reviews and leverage insights to elevate service quality.
