Ultra-Luxury Guest Services & Butler Manager

Craven Cottage CC; Wes-Kaap; On-site; ZAR 1,000,000 - 1,400,000; Full time

Job summary

Craven Cottage CC in South Africa seeks a Guest Services and Butler Operations Manager to lead daily luxury guest services and ensure consistent high-end service standards across departments.

You will oversee arrivals/departures, VIP stays, and personalised experiences, coaching the butler team, coordinating with Front Office, Concierge, Housekeeping, F&B, and others, while handling escalations and driving service improvements.

Qualifications

• 3+ years of proven Guest Services management experience in ultra-luxury hotels.
• International hospitality experience and experience with an international hotel brand.
• Hotel pre-opening experience.
• Experience managing butler services and VIP guest experiences.
• Strong leadership, coaching and team management skills.
• Excellent communication, interpersonal and complaint-resolution skills.
• Sound knowledge of hotel operations and interdepartmental coordination.
• Proficiency in hotel PMS and Microsoft Office.
• Polished, professional manner and calm under pressure.
• Willingness to work shifts, weekends and public holidays.

Responsibilities

• Lead daily Guest Services and Butler operations to uphold luxury standards.
• Oversee arrivals, departures, welcome arrangements and personalized service.
• Coordinate VIP stays and guest preferences across departments.
• Guide the butler team to anticipate needs and deliver discreet service.
• Work with Front Office, Concierge, Housekeeping and F&B to ensure seamless service.
• Handle escalated guest concerns and drive service recovery.
• Review feedback and identify opportunities to improve guest experience.
• Recruit, train, coach and roster team members as required.
• Maintain accurate guest profiles and service documentation.
• Support pre-opening planning and operational readiness.
• Monitor performance and uphold grooming and brand standards.
• Report trends and improvements to the Operations Manager.

Skills

Guest services leadership

Butler services management

VIP guest experience

Team coaching

Discretion and professionalism

Complaint resolution

Communication skills

Cultural awareness

Calm under pressure

Shift work availability

Education

Hospitality qualification

Tools

Property Management System (PMS)

Microsoft Office

Job description

Craven Cottage CC in South Africa seeks a Guest Services and Butler Operations Manager to lead daily luxury guest services and ensure consistent high-end service standards across departments.

You will oversee arrivals/departures, VIP stays, and personalised experiences, coaching the butler team, coordinating with Front Office, Concierge, Housekeeping, F&B, and others, while handling escalations and driving service improvements.