Overnight Guest Experience Associate (Luxury Butler Services)

Nemacolin•Wharton Township, PA

16h•$16 - $25•Onsite

About The Position

As a Butler at Nemacolin, the Guest Experience Associate provides highly personalized service throughout guests’ stays, anticipating needs, coordinating details, and creating a seamless experience from arrival through departure. The role calls for warmth, discretion, sophistication, and close attention to individual preferences while connecting guests with the resort’s accommodations, dining, spa, recreation, transportation, activities, entertainment, events, and nearby attractions. The associate supports arrivals, departures, and in-stay requests through accommodation introductions and preparations, room checks, amenities, refreshments, gifts, correspondence, luggage assistance, wardrobe preparation, deliveries, and other appropriate personal services. They take ownership of guest requests from inquiry through completion, follow up, document preferences and service recovery details, and provide clear shift transitions. They coordinate across departments, respond to concerns with empathy and sound judgment, protect confidential guest information, and maintain a polished, organized, guest-ready presence. This is a physically active hospitality role in a dynamic resort environment. The schedule is shaped by guest and operational needs and may include nights, weekends, holidays, and split shifts. The position offers opportunities to develop expertise in luxury hospitality, guest relations, service recovery, and personalized experience design. Nemacolin describes a career environment with paid training, structured onboarding, hands-on and cross-department learning, advancement pathways, and recognition programs. Compensation is a base rate of $16.00 per hour, with the potential to earn $25.00 per hour after gratuity.

Requirements

High school diploma or equivalent required.
Ability to communicate fluently in English and build professional relationships with guests, colleagues, and business partners.
Ability to learn and confidently use Microsoft Office, HOST, and other systems required to document and coordinate guest experiences.
Strong organizational, multitasking, and problem-solving abilities, including the ability to remain effective in a fast-paced environment.
Valid driver’s license.
Ability to work varied schedules, including nights, weekends, holidays, and split shifts based on guest needs.
Must be at least 18 years of age.
Ability to bend and lift up to 25 pounds.
Intuitive, guest-focused approach; warmth, sophistication, discretion, and confidence in building trusted relationships with discerning guests.
Exceptional communication and interpersonal skills, organization, follow-through, sound judgment, composure, resourcefulness, adaptability, and a polished professional presence.

Nice To Haves

At least two years of customer service or related experience preferred.
Previous luxury hospitality, guest services, butler, concierge, or similarly personalized service experience preferred.
Desire to deepen a career in luxury hospitality through increasingly sophisticated guest-facing experiences.

Responsibilities

Anticipate guest needs and personalize service based on preferences, requests, celebrations, and other details.
Connect guests with resort accommodations, dining, spa, recreation, transportation, activities, entertainment, events, and surrounding attractions.
Support arrivals, departures, and in-stay experiences, including accommodation introductions, preparations, room checks, amenities, refreshments, gifts, correspondence, luggage assistance, wardrobe preparation, and deliveries.
Own guest requests from initial inquiry through completion, including follow-up, accurate documentation, and communication with responsible departments.
Coordinate with Housekeeping, Front Office, Concierge, Food & Beverage, Recreation, Spa, Transportation, and other resort departments.
Respond to guest concerns with empathy, professionalism, sound judgment, and ownership; identify opportunities for service recovery.
Protect confidential guest information and maintain a polished, organized, guest-ready presence, including during VIP arrivals, celebrations, and special events.
Maintain accurate records of guest preferences, requests, and service recovery details, and provide thorough shift transitions.
Learn and use Microsoft Office, HOST, and other systems to document and coordinate guest experiences.
Provide hands-on guest support, including luggage assistance, accommodation preparation, and personal-service requests.

Benefits

Paid training and structured onboarding.
Hands-on learning and cross-department opportunities.
Clear pathways for advancement and internal promotion.
Recognition through individual and team honors.
Competitive hourly wages and attractive 401(k) program.
Medical, dental, and vision coverage for eligible associates.
Paid time off and holiday compensation.
Discounted associate meals and uniform services.
Savings across resort dining, retail, spa, and activities.
Exclusive access to The Rec Center, The Market, The Pub, and the Wisteria associate community.