Executive Butler-St. Regis

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 conf

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.

Managing Butler Services: oversee day-to-day butler operations, pre-arrival activities, Butler Service Desk, and Butler staff to ensure a seamless program; manage VIP guests, build rapport, obtain preferences, and anticipate needs; coordinate VIPs' schedules as appropriate; protect guest privacy and confidentiality for VIPs; supervise Butler Service Desk and ensure resources support on-site guest journey; conduct daily stand-ups to communicate updates and goals; allocate check-ins and VIPs to prepare Butler team work assignments; drive guest satisfaction and department financial results; foster collaboration with Front Office and Housekeeping; train and mentor team; maintain bespoke, uncompromising service; support other departments delivering signature services (e.g., housekeeping, room inspections, delivery); Leadership and Team Management: lead and influence others, promote sound financial decisions, set a high standard of behavior; oversee day-to-day operations across Front Office in the absence of leadership; build open, collaborative relationships with employees; supervise and manage staff; Guest Relations: set the standard for guest relations, coach on rapport-building, obtain and act on guest preferences, manage guest schedules, uphold privacy and discretion.