Guest Experience Director & Butler Lead

Rosewood Hotel Group; Kailua (HI); On-site; USD 73,000 - 89,000; Full time

Job summary

Kona Village, a Rosewood Resort seeks a Guest Experience Manager/Chief Butler to lead the Guest Relations Manager and Guest Experience Team, delivering proactive, discreet, and personalized service from arrival through departure.

Reporting to the Director of Rooms, you will train staff, coordinate with Front Office, Concierge, and Housekeeping, and strive to exceed guest expectations while maintaining the resort’s standards and budget.

Qualifications

• Diploma in Hotel Management and/ or Butler Accreditation or equivalent experience.
• Minimum five-year experience in a similar role/capacity.
• Proficiency with IT systems including Opera, Alice, KnowCross, and Microsoft Office Suite.
• Exposure to 5-star and ultra-luxury hotel environments is essential.
• Island-resort experience is preferred.

Responsibilities

• Direct supervision of the Guest Relations Manager and Guest Experience Agents, scheduling rosters and coordinating assignments to Hale and Ohana Suites.
• Assist with training the guest relations and guest experience teams.
• Receive guests in a professional and friendly manner, exceeding expectations from arrival to departure.
• Act as a point of contact for guests during their stay and meet them personally when possible.
• Identify and anticipate guest needs to provide a personalized service.
• Coordinate with Front Office, Guest Relations, Concierge, Housekeeping and other departments to fulfill requests.
• Maintain up-to-date knowledge of Hale/Ohana in-room facilities, services, and technology.
• Update guest profiles in Opera and communicate feedback through KnowCross.

Skills

Guest relations

Team leadership

Multicultural teamwork

Attention to detail

Education

Diploma in Hotel Management

Butler accreditation

Tools

Opera

Alice

KnowCross

Microsoft Office

Job description

Kona Village, a Rosewood Resort seeks a Guest Experience Manager/Chief Butler to lead the Guest Relations Manager and Guest Experience Team, delivering proactive, discreet, and personalized service from arrival through departure.

Reporting to the Director of Rooms, you will train staff, coordinate with Front Office, Concierge, and Housekeeping, and strive to exceed guest expectations while maintaining the resort’s standards and budget.