Butler

About the role

The Butler serves as The Charleston Place's ambassador and primary point-of-contact for guests. They have high responsibility and ownership of the guest experience, executing on both requested and unexpressed guest needs. This role utilizes pre-arrival knowledge and face-to-face interactions to truly understand guests and their individual experiences, providing a tailored experience. Each Butler owns their guests and delivers seamless service that eliminates guest stress and builds brand bond.

Responsibilities

• Actively represents the hotel and BHC within all interactions
• Maintains communication with guests during their stay, actioning and owning all guest requests
• Ensures guest rooms are tailored to guest preferences
• Provides the welcome and check-in experience for guests arriving on property
• Provides packing and unpacking services
• Serves an evening apertif in the guest room using a custom mobile bar
• Owns customer experience elements, including service recovery (escalating when needed)
• Engages with guests and takes part in enhancing their visit
• Coordinates with Housekeeping and Engineering
• Builds relationships and rapport with guests pre, during, and post-stay
• Facilitates fond farewell for departing guests
• Supports the planning and coordination of special guest recognition
• Works during the busiest times, including evenings, weekends, and holidays, while leading the team
• Understands hotel objectives and ensures the team focuses on exceeding expectations
• Treats guests, team members, and third-party vendors with courtesy, respect, and dignity
• Practices preventative safety procedures daily
• Maintains stability, dependability, and professionalism under changing, stressful, and challenging situations
• Performs other duties as assigned for the operation

Requirements

• Enjoys multi-tasking and communicating in a fast-paced environment
• Likes to engage with people and understand what makes them unique
• Takes action in making things happen and can adapt when needed
• Strong customer service skills and guest relationship experience
• Knowledge of front and back of house operations
• Fluent and professional communication both written and verbal
• Works well under pressure, multitasks, and is a team player
• Extreme attention to detail in all areas, organizational skills, and strategic thinking

Physical Requirements

• Must be able to lift equipment, supplies, etc. of at least 30 pounds
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure
• The role may require extended periods of time on your feet, especially during peak hotel hours or events
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders
• Available to work varied shifts, including nights, weekends, and holidays

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.