House Manager
Role Overview
The Butler Manager oversees the Butler Department and leads personalized service for VIP guests.
The role works closely with Front Office, Housekeeping, Food & Beverage, In-Room Dining, and other operational departments.
Key Skills for This Role
Full Job Posting
Role overview
The Butler Manager oversees the Butler Department and leads personalized service for VIP guests.
The role works closely with Front Office, Housekeeping, Food & Beverage, In-Room Dining, and other operational departments.
Department leadership and operations
- Lead, coach, and develop Executive Butlers and Butler Runners, fostering accountability and continuous improvement.
- Manage schedules, inventory controls, operating supplies, and budget requirements.
- Monitor service standards, guest satisfaction scores, and operational performance; take action to enhance the guest experience.
- Ensure compliance with company policies, luxury brand standards, and hotel procedures.
Guest experiences and service
- Plan and deliver VIP arrivals, departures, and in-stay experiences based on anticipated guest preferences.
- Oversee wake-up beverage service, bath rituals, garment pressing coordination, special occasions, amenity arrangements, and other signature Butler services.
- Maintain guest relationships and resolve escalated service recovery situations promptly and professionally.
- Remain visible throughout the property, provide operational leadership, and support team members.
Qualifications and experience
- Minimum 3 to 5 years in luxury hospitality, Butler Services, Rooms Operations, Guest Relations, Front Office, or a related discipline, with progressive leadership responsibilities.
- Previous supervisory or management experience is required.
- High school diploma or GED equivalent; a related degree or diploma is preferred.
Preferred skills
- Leadership, team development, training, coaching, and performance management.
- Luxury guest service, VIP guest management, Butler operations, guest relations, and service recovery.
- Operational planning, departmental coordination, inventory management, and cost control.
- Knowledge of PMS, GXP, and hotel operating systems.
- Communication, interpersonal, problem-solving, decision-making, organizational, and attention-to-detail skills.
Service standards
- Maintain a safe workplace, follow company policies, protect company assets and guest information, and uphold confidentiality.
- Maintain professional appearance and communication and uphold luxury service standards.
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