Name: Wayan K.
Position: Assistant Chief Butler
Hotel: The St. Regis Bali Resort Nusa Dua – Bali
Dream destination: New York
Drink or treat of choice: Any kind of healthy drink.
When the first St. Regis opened its glitzy doors on Fifth Avenue and 55th street in 1904, The New York Times baptized it “The finest hotel in America,” and understandably so. At the time, it was the tallest hotel in New York City, and its revolutionary amenities like telephones in every room or a central air-conditioning and heating system were considered shocking and avant-garde.
There is no doubt that when thinking of the luxury brand, most people immediately think of excellence in service — others think of Bloody Marys, because here’s where the popular cocktail gained its international fame — likely because of another novelty St. Regis founder John Jacob Astor introduced: the St. Regis Butler. The anticipatory butler service that has become a signature offering of the brand for the past century ensures that each guest’s preferences are understood and realized at the more than 40 St. Regis hotels and resorts around the world, from New York to London to Bali, where Wayan works as Assistant Chief Butler.
“Being selected as a St. Regis Butler is truly an honor, and I am very grateful for the opportunity to be part of such a historic and esteemed tradition,” he says. “Connecting with our guests, understanding their needs and desires, and catering to them in a personalized way is a truly gratifying experience, and I take great pride in being able to make a lasting impact on them.”
Wayan started his Marriott career as a second Butler at The St. Regis Bali Resort in Nusa Dua in 2008. Since then, he moved up the ladder to first Butler, Butler Supervisor, Assistant Head Butler and to his current role as Assistant Chief Butler. In his position, Wayan interacts with guests on a daily basis providing the courteous, efficient and anticipating service the brand is known for.
“The Assistant Chief Butler is the second primary person to manage all floors butlers and private butlers,” he explains.
Learn more about Wayan’s journey and what it means to be a St. Regis Butler.
What is your favorite part of working at Marriott and St. Regis?
The company’s emphasis on service excellence and the importance it places on creating a positive and welcoming experience for guests. I take pride in providing excellent service and seeing the joy it brings to our guests. It’s a pleasure to be part of a team that is committed to creating memorable moments for guests through exceptional, personal service and attention to detail.
Describe a moment you felt supported at Marriott.
When I realized I struggled with time management in most of my tasks. My manager noticed this and helped me manage my time better by giving me feedback and giving me the opportunity to participate in activities like the Marriott Got Speech by Marriott Worldwide Business councils event in Bali where I got to learn about and practice public speaking and time management. I ended up becoming the first winner on that particular program! This experience made me appreciate how much support managers at Marriott provide, especially in situations where associates may need guidance or reassurance. It was a great reminder of the importance of personal improvement, communication and collaboration, which are key components of Marriott’s culture.
What does a good day at work look like for you?
It usually involves creating a warm and welcoming atmosphere for our guests, providing personalized and tailored service that exceeds their expectations, and making their stay with us a truly memorable and exceptional experience. It’s also about maintaining a focus on detail, ensuring that everything is flawless, and ensuring that every request and need is met with utmost efficiency and precision.
What is your favorite part of the job?
It’s a great feeling to be able to help people celebrate special occasions or to turn a stressful travel experience into a memorable and enjoyable one. Watching our guests leave with a smile on their face and a feeling of warmth in their hearts is the best reward of all.
How has Marriott supported your family?
Marriott provides benefits for its associates and their families, such as medical and vision insurance, retirement plans, and paid time off. Moreover, Marriott is committed to promoting work-life balance, by encouraging associates to take time off and by providing flexible work arrangements. These benefits and support programs have helped me and my family to have a better quality of life and to feel more secure and supported.
When have you felt like a part of a community at St. Regis?
When I get an opportunity to work closely with my colleagues, support them and learn from them. It enables me to not only build great professional relationships but also friendships. Also, when I get to interact and serve our guests, I am constantly reminded of our shared goal, which is to create unforgettable experiences for every guest, every time. That feeling of being part of a larger community striving for the same goal motivates and inspires me to always do my best.
What was your St. Regis interview process like?
During the interview process, I was asked to discuss my hospitality experience, my knowledge of various service styles, and my understanding of St. Regis’s core values and service standards. One of the most important aspects of the interview process was to emphasize my experience in Butler Service, particularly in delighting guests and my knowledge of food and beverage service. It was also important to demonstrate my strong work ethic, flexibility, and ability to work well under pressure.
What advice would you give to candidates interested in a role like yours?
I would advise candidates to thoroughly research St. Regis and Marriott’s values, culture, and customer service standards, and to practice their interviews, particularly by doing mock interviews. It is also essential to dress professionally, arrive early, and be prepared to answer questions about their work experience, education, and skills. Candidates should also be ready for behavioral interviews and prepared to discuss their strengths, weaknesses, and aspirations, as well as be ready to provide specific examples of situations where they displayed excellent customer service skills or overcame challenges in the workplace. Overall, it is important to demonstrate a positive attitude, a strong work ethic, and an eagerness to learn and grow within the company.