Head Butler

The Head Butler supervises the butler department by ensuring that staff are providing unparalleled luxury service to our guests. The Head Butler will need to be certified as a butler and demonstrate a deep understanding of international standards of service.

• Follow up on guest feedback with the goal of understanding areas of opportunity and their expectations.
• Establish action plans with the team to ensure guest satisfaction.
• Verify the incidents detected in the service audits, to make the necessary modifications or corrections.
• Provide special attention to guests who have suffered an incident or are dissatisfied, sharing feedback immediately to the departments involved.
• Follow up on incidents registered in the Quality Management System and social networks and implement solutions.
• Oversee all special guests and V.I.P. requests hosted in Diamond Club/Star Class.
• Maintain close communication with Guests by developing public relations that help position the hotel's image.
• Inform the owner of the occupancy of rooms occupied by DC/SC guests, ensuring that the operation does not overwhelm what is considered by the commercial area.
• Confirm with their team the assistance provided to guests to ensure in every detail a memorable experience during their stay at the hotel, supervising that this is replicated by the hosts.
• They guarantee satisfaction levels, through the results of surveys qualified by guests with the aim of knowing the needs and detecting areas of opportunity and improving the quality of the service.