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Job Summary
Duties:Lead daily Guest Services and Butler operations, ensuring consistent luxury service standards.
Oversee guest arrivals, departures, welcome arrangements and personalised service throughout each stay.
Coordinate VIP stays, special occasions, guest preferences and requests across departments.
Guide the butler team in anticipating guest needs and delivering discreet, attentive service.
Work closely with Front Office, Concierge, Housekeeping, Food & Beverage and other departments to ensure seamless service.
Handle escalated guest concerns professionally and follow through on service recovery.
Review guest feedback and identify opportunities to improve the guest experience.
Recruit, train, coach and roster team members according to operational requirements.
Maintain accurate guest profiles, handover records and service documentation.
Support pre-opening planning, including service procedures, team training and operational readiness.
Monitor team performance and uphold grooming, presentation and brand standards.
Report guest service trends, operational challenges and improvement recommendations to the Operations Manager.
Requirements:
A relevant hospitality qualification would be advantageous.
At least 3+ years proven Guest Services management experience within an ultra-luxury hotel environment.
International hospitality experience and experience within an international hotel brand.
Hotel pre-opening experience.
Experience managing butler services and personalised VIP guest experiences.
Strong leadership, coaching and team management skills.
Excellent communication, interpersonal and complaint-resolution skills.
Sound knowledge of hotel operations and coordination between departments.
Proficiency in hotel Property Management Systems and Microsoft Office.
Exceptional attention to detail, discretion and cultural awareness.
A polished, professional manner and a calm approach under pressure.
Willingness to work shifts, weekends and public holidays.
Craven Cottage CC
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