Guest Relations Butler
About The Position
The Guest Relations Butler is an elevated hybrid role responsible for delivering a seamless, personalized guest experience from arrival through departure. As the guest’s dedicated point of contact, the role combines traditional butler services with guest relations, problem-solving, and brand ambassadorship. The position serves guests at Austin Proper Hotel and Residences, a 238-room luxury hotel in downtown Austin, and requires discretion, polished service, and a fair knowledge of food and beverage. Before arrival, the Butler reviews guest histories, preferences, dietary requirements, allergies, and special occasions; updates profiles and itineraries; arranges amenities and room personalization; coordinates suite readiness; and briefs relevant departments. On arrival, the Butler welcomes guests, escorts them to their suites, conducts personalized check-in and room orientation, and handles registration discreetly. Throughout each stay, the Butler coordinates guest requests and activities, including dining, transportation, excursions, and in-room dining. Services may include packing and unpacking, wardrobe organization, laundry, pressing, shoe care, and serving meals and beverages in-suite. The role monitors satisfaction, resolves concerns, maintains guest records, coordinates special experiences, and works with Housekeeping to maintain suite presentation. At departure, the Butler coordinates logistics, provides a personal farewell, documents feedback, and may follow up after the stay. The Butler represents the hotel’s service philosophy, builds relationships with returning and high-value guests, collaborates with Guest Relations, Sales, and Reservations, protects guest confidentiality, and participates in briefings and service reviews. The role involves extended periods standing and moving, carrying trays and drinks, lifting up to 25 pounds, and occasional bending, reaching, and stooping in a fast-paced environment.
Requirements
- Degree or diploma in Hospitality Management, or an equivalent professional qualification.
- Exceptional interpersonal and communication skills, with a warm, polished, and professional manner.
- Deep knowledge of luxury service standards, including Forbes Five-Star and AAA Five Diamond standards.
- Proficiency in Infor and guest experience platforms.
- Knowledge of wines, fine dining, culinary protocols, and silver service.
- Strong organization and ability to manage multiple guest needs without compromising service quality.
- Fluency in English.
- Immaculate personal presentation and conduct.
- Strong emotional intelligence and ability to adapt to and anticipate guests’ personalities and cultural backgrounds.
- Ability to stand and move around for extended periods.
- Ability to carry trays, plates, and drinks and lift up to 25 pounds.
- Ability to work in a high-energy, fast-paced environment, particularly during peak service hours.
- Ability to bend, reach, and stoop occasionally to restock supplies or retrieve items.
Nice To Haves
- Previous experience in a Butler, Guest Relations, or Front Office role at a five-star luxury hotel, ultra-high-end resort, or boutique-style hotel.
- Proven experience managing FOP, UHNW, and celebrity guests with absolute discretion.
- Additional language skills.
- Fair knowledge of food and beverage.
Responsibilities
- Review upcoming suite arrivals and research guest histories, preferences, dietary requirements, allergies, and special occasions.
- Coordinate guest profiles and itineraries with Guest Relations, and arrange pre-arrival amenities and room personalization.
- Coordinate suite assignments, readiness, inspections, and room moves with the Rooms Coordinator and Housekeeping.
- Brief relevant departments on guest expectations and reconfirm reservations before arrival.
- Personally welcome guests, escort them to their suites, conduct personalized check-in and room orientation, and complete registration formalities discreetly.
- Serve as the dedicated point of contact for guest requests and proactively coordinate agendas, dining reservations, transportation, excursions, and in-room dining.
- Assist guests with packing and unpacking, wardrobe organization, laundry, pressing, and shoe care.
- Serve in-suite meals and beverages, applying knowledge of wines, culinary offerings, and dining protocols.
- Monitor guest satisfaction and resolve concerns or complaints promptly and empathetically, escalating when necessary.
- Maintain accurate guest preference records in Infor after interactions.
- Coordinate special in-room events and experiences, including celebrations, private dining, and turndown experiences.
- Coordinate with Housekeeping to maintain suite presentation, daily service, and turndown preferences.
- Confirm departure logistics, including transportation, luggage handling, late check-out requests, and billing queries.
- Personally escort departing guests and capture, document, and share feedback with relevant department heads.
- Send personalized post-stay follow-ups where appropriate.
- Represent the hotel’s brand values and service philosophy, and build relationships with returning guests and high-value guests.
- Collaborate with Guest Relations, Sales, and Reservations to identify loyalty opportunities and returning high-value guests.
- Safeguard confidential guest information and share it only with team members who need it to deliver service.
- Participate in daily briefings, departmental meetings, and service reviews.
Benefits
- Comprehensive benefits.
- Meaningful development programs.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
