Butler

The Butler

The Butler serves as The Charleston Place's ambassador and one point-of-contact for guests. They have a high responsibility and ownership of the guest experience and are encouraged to execute on guest needs, both requested and unexpressed. This team utilizes pre-arrival knowledge and face-to-face interactions to truly understand our guests and their individual experiences in order to ideate, anticipate, and provide a tailored experience. Each Personal Concierge owns their guests and delivers seamless service that eliminates guest stress and builds brand bond.

Duties & Responsibilities:

• Actively represents the hotel and BHC within all interactions
• Maintains communication with guests during their stay, actioning and owning all guest requests
• Ensures guest rooms are tailored to guest preferences
• Provides the welcome and check-in experience for guests arriving on property
• Provides packing and unpacking services
• Serves an evening apertif at the guest room using a custom mobile bar
• Owns customer experience elements, including service recovery (escalating when needed)
• Engages with guests and takes part in enhancing their visit
• Coordinates with Housekeeping and Engineering
• Builds relationships and rapport with guests pre, during, and post-stay
• Facilitates fond farewell for departing guests
• Supports the planning and coordination of special guest recognition
• Works at the busiest time including evenings, weekends, holidays while properly leading the team
• Understands what objectives are important to the hotel and ensures the entire team is focused on exceeding expectations
• Treat guests, team members and third-party vendors with courtesy, respect, and dignity
• Practices preventative safety procedures daily
• Must maintain stability, dependability, and professionalism when faced with changing, stressful, and challenging situations
• Performs other duties as assigned for the operation

Required Strengths, Skills, & Experience:

• Enjoys multi-tasking and communicating in a fast-paced environment.
• Likes to engage with people and understand what makes them unique.
• Takes action in making things happen and can adapt when needed.
• Strong customer service skills, guest relationship experience.
• Knowledge of front and back of house operations.
• Fluent and professional communication both written and verbal.
• Works well under pressure, multitasking, and team player.
• Extreme attention to detail in all areas, organizational skills, and thinks strategically.

Physical Requirements:

• Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
• The role may require extended periods of time on your feet, especially during peak hotel hours or events.
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
• Available to work varied shifts, including nights, weekends, and holidays.

Beemok Hospitality