Overnight Guest Experience Specialist/Butler
Core
Primary curator of the guest journey acting as an intuitive diplomat to anticipate needs, resolve issues, and deliver personalized ultra-luxury hospitality from pre-arrival to post-departure.
Role type
Senior Guest Experience Specialist / Butler (IC)
Builds
Seamless, high-touch guest experiences and operational cohesion across hotel departments
Domain
Ultra-luxury hospitality / Five-star hotel operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work -> client delivery (personalized guest services)
Required skills
Emotional intelligence, conflict resolution, multi-cultural customs understanding, high-pressure performance, organizational skills, creative problem solving, upselling/cross-selling, inventory management, software proficiency (Opera, Alice, HotSoS)
Preferred skills
Ultra-luxury hospitality background, Forbes Travel Guide/LQA standards knowledge, specific software knowledge (SpaSoft)
Technologies
Opera, Alice, HotSoS, Chargerback, MS Office Suite
Responsibilities
Manage luggage delivery, unpacking, and wardrobe handling; escort guests and provide room orientation; monitor and respond to guest requests within strict timeframes; organize special occasions and celebrations; handle lost and found inquiries; execute recovery plans for guest complaints; drive room upsells and cross-selling; maintain guest logs and communication records.
Seniority
Mid-level to Senior, hands-on IC