House Manager

POSITION SUMMARY

Our jobs aren't just about delivering luxury service. Instead, we create exceptional, personalized, and memorable experiences that exceed guest expectations at every touchpoint. Our Butler Managers lead the Butler team in providing intuitive, anticipatory, and bespoke service to VIP guests, ensuring every aspect of the guest journey reflects the highest standards of hospitality, discretion, and attention to detail.

The Butler Manager is responsible for overseeing the day-to-day operations of the Butler Department, ensuring the seamless execution of personalized guest services and signature experiences. They lead, coach, and develop a team of Executive Butlers and Butler Runners, fostering a culture of excellence, accountability, and continuous improvement. The Butler Manager collaborates closely with Front Office, Housekeeping, Food & Beverage, In-Room Dining, and other operational departments to ensure all guest preferences, requests, and special arrangements are executed flawlessly.

The Butler Manager oversees the planning and delivery of VIP arrivals, departures, and in-stay experiences, ensuring guest preferences are anticipated and personalized services are tailored to individual needs. They monitor service standards, guest satisfaction scores, and operational performance, taking proactive measures to enhance the guest experience and resolve concerns efficiently. They are also responsible for managing departmental schedules, inventory controls, operating supplies, and budget requirements while ensuring compliance with company policies, luxury brand standards, and hotel procedures.

In addition, the Butler Manager ensures the successful execution of signature Butler services, including wake-up beverage service, bath rituals, garment pressing coordination, special occasions, amenity arrangements, and other luxury offerings. They maintain strong relationships with guests and act as an escalation point for service recovery situations, ensuring timely and professional resolution of any issues.

No matter what position you are in, there are a few things that are critical to success: creating a safe workplace, following company policies and procedures, maintaining confidentiality, protecting company assets, safeguarding guest information, upholding luxury service standards, and ensuring professional appearance and communication at all times. Butler Managers are expected to be highly visible throughout the property, providing operational leadership, supporting team members, and ensuring every guest interaction reflects the highest standard of personalized hospitality. Successfully performing these responsibilities is essential to creating extraordinary guest experiences and achieving departmental and hotel goals.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent. Degree or diploma in Hospitality Management, Hotel Management, Business Administration, or related field preferred.
• Related Work Experience: Minimum 3 to 5 years of experience in luxury hospitality, Butler Services, Rooms Operations, Guest Relations, Front Office, or related discipline, with progressive leadership responsibilities.
• Supervisory Experience: Previous supervisory or management experience required.

PREFERRED SKILLS

• Leadership and team development
• Luxury guest service and VIP guest management
• Butler operations and personalized service delivery
• Guest relations and service recovery
• Strong communication and interpersonal skills
• Training, coaching, and performance management
• Operational planning and departmental coordination
• Inventory management and cost control
• Problem-solving and decision-making abilities
• Knowledge of PMS, GXP, and hotel operating systems
• Ability to work under pressure in a fast-paced luxury environment
• Strong attention to detail and organizational skills

Butler Managers are responsible for leading the Butler operation, empowering their teams to deliver intuitive, personalized, and memorable experiences that define the highest standards of luxury hospitality.