RWVMM - House Experience Agent

Rosewood Villa Magna; Madrid; Sur place; EUR 30 000 - 40 000; Plein temps

Résumé du poste

A luxury hotel in Madrid is seeking an experienced Butler Supervisor to lead the Butler team in providing personalized service to VIP guests. The ideal candidate will have at least one year of supervisory experience in luxury hospitality, excellent communication skills in English and Spanish, and familiarity with Opera PMS. Responsibilities include overseeing guest services, coordinating with various departments, and ensuring high standards of service throughout the guest journey.

Qualifications

• Minimum 1 year of supervisory experience in Guest Relations or Butler services.
• Proficiency in English and Spanish; additional languages a plus.
• High standards of professionalism and attention to detail.

Responsabilités

• Oversee delivery of personalized service throughout guest stay.
• Act as primary contact for VIP guests.
• Supervise Butler team to ensure adherence to service standards.
• Facilitate guest arrivals, stays, and departures.

Connaissances

Exceptional communication skills

Problem-solving skills

Presentation skills

Interpersonal skills

Outils

Opera PMS

Description du poste

We are seeking an experienced and passionate Butler Supervisor to lead our Butler team in delivering exceptional, highly personalized service to our VIP and key guests. This role ensures seamless coordination across all touchpoints of the guest journey—from pre-arrival to post-departure—while maintaining the highest standards of luxury hospitality and driving guest loyalty.

Key Responsibilities

• Oversee the delivery of anticipatory, personalized service throughout the entire stay lifecycle.
• Act as the primary point of contact for VIP guests, ensuring all preferences and special requests are met.

Guest Experience Leadership

• Oversee the delivery of anticipatory, personalized service throughout the entire stay lifecycle.
• Act as the primary point of contact for VIP guests, ensuring all preferences and special requests are met.

Operational Excellence

• Supervise and guide the Butler team to ensure adherence to SOPs and service standards.
• Prepare VIP arrival reports, amenity lists, and Butler assignment sheets.
• Monitor Go Audits and implement corrective action plans.

Guest Journey Management

• Pre-arrival: Review reservations, guest profiles, and preferences; arrange amenities and special requests.
• Arrival: Welcome guests, escort to rooms, conduct in-room orientation, assist with unpacking if requested.
• Stay: Maintain daily contact, curate bespoke experiences, manage reservations and transportation, handle special occasions.
• Departure: Facilitate check-out, assist with packing, confirm transport, and follow up post-stay.

Cross-Department Coordination

• Liaise with Housekeeping, Engineering, F&B, Spa, Concierge, and Security to ensure flawless service delivery.
• Act as guest advocate during issue resolution and manage recovery processes.

Revenue & Loyalty

• Identify upselling opportunities for upgrades, dining, spa, and curated experiences.

Requirements

• Minimum 1 year of supervisory experience in Guest Relations or Butler services within a luxury or ultra-luxury environment.
• Proficiency in English and Spanish (additional languages are a plus).
• Exceptional communication, presentation, interpersonal, and problem-solving skills.
• Strong knowledge of Opera PMS is highly preferred.
• High standards of professionalism and attention to detail.

If you’re looking for a new professional challenge in an iconic luxury setting, join our team and help us create unforgettable experiences for our guests!