Butler Valet-St. Regis

POSITION SUMMARY

As the original house of luxury, St. Regis continues to redefine modern luxury through service. At the core is the Butler program, an icon to our heritage and the heart and soul of new luxury. It is high-touch, personalized, creative and original. It is brought to life by all talent but serving as the primary face to the program is our Butler team, who are the ultimate luxury ambassadors.

The Butler Valet isn’t just about moving items from one place to another. Instead, we want to build an experience that is memorable and bespoke – and each Butler position contributes to making that possible for our Guests. At our hotels, Butler Valets work across departments to ensure that guests and talent have what they need at the point in time when they need it. Whether delivering items directly to guests in their room or providing support to Housekeeping, Engineering, the Front Office, or other areas that fulfill butler services, our Butler Valets move about their space to get the job done. They are critical to ensure a flawless guest experience. 

While the St. Regis brand is steeped in history with roots that can be traced back to the early 1900s, every team member is part of a trailblazing future to redefine modern luxury through service. The Butler Valet’s success is rooted in a deep passion for service, uncompromising standards, strong coordination, and impeccable interpersonal skills. 

You will also be expected to create a safe work place, follow company policies and procedures, uphold quality standards, and ensure your uniform, personal appearance, and communications are professional. Butler team members will be on their feet and moving around (stand, sit, or walk for an extended time) and taking a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance). Doing all these things well (and other reasonable job duties as requested) is critical for Butler team members – to get it right for our guests and our business each and every time.

Guest Relations

Acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's last name when possible. 

Address guests' service needs in a professional, positive, and timely manner. 

Engage guests in conversation regarding their stay, property services, and area attractions/offering

Maintain a high level of privacy and confidentiality on behalf of guests at all times.

Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones). 

Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust. 

Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. 

Assist other employees to ensure proper coverage and prompt guest service.

Butler Services

Place requested items to personalize the stay in guest rooms as directed by the Executive Butler, Senior Butlers or Butlers. 

When requested, meet guests at check-in and escort them to their rooms. Complete the rooming process to explain the features of the hotel and of the room. This may include wardrobe facilities, unpacking/packing service, garment pressing or laundry, Butler Service Desk, e-Butler, occasion planning and other signature services. 

Pick up and deliver items to guest rooms as needed. This may include garments for pressing or laundering. 

Complete the setup and breakdown of beverage service, including cleaning the room and returning equipment to its proper location. 

Closing

Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist. 

Safety and Security

Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. 

Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). 

Follow company and department safety and security policies and procedures to produce a clean, safe, and secure environment. 

Maintain awareness of undesirable persons on property premises. 

Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

Policies and Procedures

Protect the privacy and security of guests and coworkers.

Maintain confidentiality of proprietary materials and information. 

Verify that uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

Follow company and department policies and procedures.

Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. 


Perform other reasonable job duties as requested by Supervisors.

Communication

Speak to guests and co-workers using clear, appropriate and professional language.

Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Talk with and listen to other employees to effectively exchange information.

Test communications equipment to verify they work properly.

Exchange information with other employees using electronic devices (e.g., earpieces, mobile devices, two-way radios, email).

Working with Others

Support all co-workers and treat them with dignity and respect.

Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Develop and maintain positive and productive working relationships with other employees and departments.

Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

Comply with quality assurance expectations and standards.

Physical Tasks

Read and visually verify information in a variety of formats (e.g., small print).

Visually inspect tools, equipment, or machines (e.g., to identity defects).

Stand, sit, or walk for an extended period of time or for an entire work shift.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. 

Move through narrow, confined, or elevated spaces as well as up and down stairs and/or service ramps.

Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

Prepare coffee /tea set ups and deliver coffee / tea to rooms when requested by Butlers, Senior Butlers or Executive Butler

Clean and maintain cleanliness in the entire butlers work area when needed or when requested by Butlers, Senior Butlers or Executive Butler