Overnight Guest Experience Associate (Luxury Butler Services)

Nemacolin Career•Farmington, PA

About The Position

As a Butler at Nemacolin, the Overnight Guest Experience Associate provides highly personalized service throughout guests’ stays, anticipating needs, coordinating details, and creating a thoughtful and effortless experience from arrival through departure. The role calls for warmth, discretion, sophistication, and exceptional attention to detail in a luxury resort setting. The associate helps guests access and coordinate accommodations, dining, spa, recreation, transportation, activities, entertainment, events, and local attractions. Duties include personalized accommodation introductions and preparations, room checks, arranging amenities and refreshments, delivering gifts and correspondence, assisting with luggage and wardrobe preparation, and providing other appropriate personal services. Associates own guest requests from inquiry through completion, follow up, document preferences and service recovery details, and communicate with relevant resort departments to maintain continuity across shifts. The role involves close coordination with Housekeeping, Front Office, Concierge, Food & Beverage, Recreation, Spa, Transportation, and other teams. Associates respond to concerns with empathy, professionalism, sound judgment, and ownership; safeguard confidential guest information; and maintain a polished, organized, guest-ready presence. Work takes place in a dynamic environment with varied guest needs and schedules, including nights, weekends, holidays, and split shifts. The position is physically active and requires bending and lifting up to 25 pounds.

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 old.
Ability to bend and lift up to 25 pounds.
Warmth, sophistication, discretion, strong communication and interpersonal skills, sound judgment, composure, resourcefulness, adaptability, and a commitment to exceptional guest service.

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.

Responsibilities

Anticipate guest needs and provide individualized service informed by guest preferences, requests, celebrations, and other details.
Connect guests with resort accommodations, dining, spa, recreation, transportation, activities, entertainment, events, and surrounding attractions.
Coordinate arrivals, departures, and in-stay services, including accommodation introductions, room preparations and checks, amenities, refreshments, gifts, correspondence, luggage assistance, and wardrobe preparation.
Own guest requests from initial inquiry through completion, including follow-up, accurate documentation, and communication with responsible departments.
Partner with Housekeeping, Front Office, Concierge, Food & Beverage, Recreation, Spa, Transportation, and other resort departments to fulfill guest preferences and requests.
Respond to guest concerns with empathy, professionalism, sound judgment, and ownership, and support service recovery.
Protect confidential guest information and maintain a polished, organized, guest-ready presence throughout the shift.
Maintain accurate records of guest preferences, requests, and service recovery details, and provide thorough shift transitions.
Support VIP arrivals, celebrations, special events, and other high-touch guest experiences.

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.
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.
Access to The Rec Center, The Market, The Pub, and the Wisteria associate community.