Guest Experience Specialist/Butler
Core
Primary curator of the guest journey, acting as an intuitive diplomat to anticipate needs, personalize interactions, and resolve challenges to deliver a seamless ultra-luxury experience from pre-arrival to post-departure.
Role type
Guest Experience Specialist/Butler (Service Delivery & Concierge)
Builds
Personalized guest experiences, seamless arrival/departure flows, and tailored in-stay services for hotel residents.
Domain
Ultra-luxury hospitality (Hotel)
Required skills
Guest relationship management, luggage handling, event coordination, conflict resolution, upselling, multi-cultural etiquette, operational compliance, software proficiency (Opera, Alice)
Preferred skills
Ultra-luxury hospitality background, Forbes Travel Guide/LQA standards knowledge, specific software knowledge (HotSoS, SpaSoft)
Technologies
Opera, Alice, Chargerback, HotSoS, SpaSoft, MS Office Suite
Responsibilities
Manage guest luggage delivery and wardrobe services; execute arrival escort and room orientation; monitor and respond to guest requests via ticketing systems; coordinate special occasions and personalized amenities; handle guest complaints and recovery; assist with external services (shopping, courier, mailing); drive room upsells and cross-selling; maintain guest logs and loyalty programs.
Seniority
Individual Contributor, Entry to Mid-level