Assistant Executive Butler Job at Marriott Bonvoy

Assistant Executive Butler

Marriott Bonvoy

Location:
Macao

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

As 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 Executive Butler is a department head with responsibility for the successful functioning and delivery of our critical and differentiating butler services to guests. You set the tone for and are primarily accountable to providing a seamless face to the guest pre-arrival, during the guest stay and at departure. Butler services are accomplished by directly managing the Butler team – comprised of Butlers and Butler Valets – and strong coordination with other departments. The Executive Butler leads by working to continually improve guest and associate satisfaction, and maximize the financial performance of the department. While the St. Regis brand is steeped in history with roots that can be traced back to the early 1900s, every team member is part of a trailblazing future to redefine modern luxury through service. The Executive Butler’s 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.

Job Responsibility:

Manages day-to-day butler services operations verifying that quality and standards exceed the expectations of guests on a daily basis
Manages VIP guests
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
Obtains list of check-ins and VIP guests both to prepare work assignments for the Butler team
Keeps the Butler team focused on the critical components of operations to drive guest satisfaction and the desired financial results
Encourages and builds mutual trust, respect, and cooperation among departments such as Front Office and Housekeeping whose touch points intersect with butler services and Butler team members
Serves as a role model to demonstrate appropriate behaviors and sets the bar for execution of butler services through training and mentorship
Continuously strives with the team to provide the bespoke and uncompromising services
Supports and trains other departments who deliver on signature services (e.g., housekeeping, room inspections, delivery)
Utilizes interpersonal and communication skills to lead, influence, and encourage others
advocates sound financial/business decision making
demonstrates honesty/integrity
leads by example
Supervises and manages employees
Manages all day-to-day operations
Understands employee positions well enough to perform duties in employees' absence
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager
Sets the standard and tone for how Butler team members drive guest relations
Coaches team members to recognize and build rapport with guests
Establishes processes to obtain guest preferences and proactively anticipate guest needs and requirements
Verifies Butler teams manage guests’ schedules to anticipate potential needs
Verifies Butler teams maintain a high level of privacy, discretion and confidentiality on behalf of guests when possible
Verifies Butler teams address guests' service needs in a professional, positive, and timely manner, consistent with company policy
Fosters positive guest relations by coaching team members to actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust
Assists other employees to verify proper coverage and prompt guest service
Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports
Manages department controllable expenses and cost per occupied room to achieve or exceed budgeted goals
Supervises and approves the budgeting and ordering of product and supplies in support of butler services
Manages departmental budget in such a way that the overall property financial goals are met, and supporting staff are educated on relevant details as appropriate
Interviews, hires and develops Butler team members with the appropriate skills to meet the business needs of the operation
Communicates performance expectations in accordance with job descriptions for each position and monitors progress
Reviews staffing levels and modifies as appropriate so that butler services are delivered at the expected level, balanced with meeting financial and operational objectives
In reviewing staffing levels, creates monthly/weekly schedules, meeting departmental and individuals’ needs
Includes control of attendance by using software used by Human Resources Department
Establishes and maintains open, collaborative relationships with employees and verifies employees do the same within the team
Verifies recognition of employees is taking place across areas of responsibility

Requirements:

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

Additional Information:

Job Posted:
March 01, 2026

Employment Type:

Fulltime

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