.Job Number 24091580Job Category Rooms & Guest Services OperationsLocation The St. Regis Mardavall Mallorca Resort, Carretera Palma-Andratx 19, Palma de Mallorca, Baleares, Spain VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type ManagementJOB SUMMARYAs 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 Butler Experience Manager is responsible for the management of all aspects of guest experience, including Butler, Guest Services and telephone operators. Directs, implements and maintains a service and management philosophy that serves as a guide to respective staff. Responsible for developing and maintaining the acknowledgment of all guests visiting the location. Ensures all departments are aware of all guests' needs and information prior to arrival that will lead to a unique, memorable and personal stay.The Butler Experience Manager 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, Guest Services and telephone operators.CANDIDATE PROFILEEducation 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 ACTIVITIESManaging 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
