Director of Butlers and Guest Experience

About the role

Step into a senior leadership position where luxury hospitality meets storytelling. As the Director of Butlers & Guest Experience you will shape the service culture of The Cove’s all‑suite enclave, delivering Forbes Five‑Star standards and creating unforgettable, highly personalized guest journeys.

Key responsibilities

• Lead and oversee all Butler Services, VIP Experience and Lapis Lounge operations.
• Develop, implement and maintain Forbes Five‑Star and brand service standards.
• Anticipate guest needs, manage VIP arrivals, departures, amenities and special requests.
• Address and resolve guest complaints promptly, ensuring effective service recovery.
• Recruit, train, coach and develop Butler and Guest Experience team members; conduct performance evaluations.
• Monitor guest satisfaction scores, feedback and service quality metrics to drive continuous improvement.
• Collaborate with Front Office, Housekeeping, Food & Beverage, Spa and other departments to ensure seamless service delivery.
• Develop and manage departmental budgets, labor costs and operational expenses.
• Ensure compliance with company policies, safety standards and luxury hospitality procedures; conduct audits and quality reviews.
• Prepare operational reports, analyze trends and identify opportunities for service enhancement.

Required profile

• Extensive experience in luxury hospitality management, preferably at Forbes Five‑Star properties.
• Proven leadership ability to inspire and develop high‑performing teams.
• Strong guest‑centric mindset with a focus on personalized, anticipatory service.
• Excellent problem‑solving skills and ability to handle complex guest situations.
• Solid financial acumen for budgeting and expense control.
• Collaborative approach to work with multiple hotel departments.

Required skills