Luxury Guest Experience Leader

Job Overview

The Director of Luxury Guest Services is responsible for delivering world-class experiences tailored to an international clientele. This role integrates refined service, regional expertise, and operational mastery.

Key Responsibilities:

• Oversees end-to-end Butler service from pre-arrival to departure, ensuring standards in suite readiness, amenities, and personalized guest experiences.
• Ensures flawless execution of daily operations through suite inspections, VIP engagements, and service experience design.
• Aligns Butler services with hotel values: Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.
• Collaborates with F&B and Concierge teams to integrate Butler service standards into dining, wellness, and pre-arrival experiences.
• Partners with Concierge leadership to orchestrate seamless pre-arrival and stay experiences, anticipating guest preferences and communicating across departments.
• Directs service recovery with a focus on Forbes 5-Star, LQA, HACCP, and guest satisfaction KPIs.

Experience and Revenue Innovation:

• Owns the Butler Department's annual budget, CAPEX planning, P&L accountability, and monthly forecasts.
• Develops and executes revenue-generating upsell programs, private dining concepts, curated luxury packages, and branded collaborations.
• Drives experiential revenue through in-room rituals, bespoke services, exclusive cultural immersions, and city discovery experiences.
• Collaborates with F&B to design and implement bespoke dining rituals, wine and beverage service etiquette, and restaurant-hosted experiences aligned with Forbes 5-Star and LQA standards.
• Maintains relationships with vendors, artisans, and regional tastemakers to enrich the department's experiential offerings.
• Explores opportunities for luxury enhancements, lifestyle partnerships, and market-relevant innovation.

Management and Leadership:

• Leads recruitment, onboarding, and development of a world-class Butler team with emotional intelligence, service intuition, and excellence.
• Leads cross-departmental service training to reinforce luxury standards and guest-centric behaviors.
• Conducts ongoing training in luxury etiquette, Forbes 5-Star standards, LQA requirements, service culture, and operational precision.
• Coaches the Butler Manager and senior team to drive ownership, creativity, and leadership maturity.
• Supports Restaurant & Bars leadership in delivering training on guest etiquette, service rituals, and luxury dining standards, reinforcing Forbes and LQA benchmarks.
• Monitors individual and team performance, conducts regular appraisals, provides developmental feedback, and drives high colleague engagement and morale.
• Develops SOPs and service sequences reflecting innovation, consistency, and luxury service ethos.

Improves Quality of Product and Services:

• Acts as the senior escalation point for guest concerns and ensures proactive resolution with discretion, empathy, and timeliness.
• Champions service audits, hygiene compliance, and safety standards including WSH, HACCP, and guest confidentiality protocols.
• Leads quality assurance processes and guides the Butler team in maintaining audit readiness and continuous improvement.
• Ensures seamless alignment of Butler, Concierge, and F&B service culture to deliver an integrated ultra-luxury guest journey.
• Supports sustainability, CSR programs, and local community engagement in line with hotel objectives.
• Performs other duties and responsibilities assigned.

Candidate Profile:

The ideal candidate holds a Diploma or Degree in Hotel or Tourism Management and possesses minimum 8 years of relevant experience in ultra-luxury hospitality with at least 5 years in a senior leadership role.

They should have strong Butler and Front Office background, proven experience managing budgets, CAPEX, and P&L, and international experience or exposure to global luxury standards.

Excellent communication skills in English, fluency in an additional language is a plus, along with outstanding leadership, interpersonal, and coaching skills, financial acumen with strong analytical and strategic planning capabilities, high emotional intelligence and cultural sensitivity, and expertise in luxury service standards (Forbes 5-Star, LQA).

Visionary mindset with strong execution skills, creativity, experiential innovation, and local market insight, discreet, polished, and personally aligned with luxury and sophistication, and strong crisis management and service recovery skills are also essential.