Manager, Paiza Grand

JOB SUMMARY

At the core is the Butler program, an icon to our 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 Manager, Paiza Grand is a department head with responsibility for the successful functioning and delivery of our critical and differentiating butler services to guests. You set the tone for and are primarily accountable to providing a seamless face to the guest pre-arrival, during the guest stay and at departure. Butler services are accomplished by directly managing the Butler team - comprised of Butlers and Butler Valets - and strong coordination with other departments. The Executive Butler leads by working to continually improve guest and associate satisfaction, and maximize the financial performance of the department.

Every team member is part of a trailblazing future to redefine modern luxury through service. The Manager, Paiza Grand's success is rooted in a deep passion for service, uncompromising standards, leadership excellence, the ability to anticipate needs, impeccable interpersonal skills and technology skills to successfully lead the Butler program.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED 3 years of experience in butler services, guest relations, or related professional area completion of a formal butler training program.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major completion of a formal butler training program 2 years of experience in related area.

CORE WORK ACTIVITIES

Managing Butler Services

• Manages day-to-day butler services operations verifying that quality and standards exceed the expectations of guests on a daily basis. This includes all pre-arrival activities, Butler Service Desk operations, and Butler staff in order to provide a seamless butler program for guests.
• Manages the guest experience so that a high level of privacy is afforded and confidentiality is kept on behalf of VIP guests when possible.
• Keeps the Butler team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Continuously strives with the team to provide the bespoke and uncompromising services.

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others advocates sound financial/business decision making demonstrates honesty/integrity leads by example.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Guest Relations

• Fosters positive guest relations by coaching team members to actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

Managing Departmental Costs

• Manages departmental budget in such a way that the overall property financial goals are met, and supporting staff are educated on relevant details as appropriate.

Conducting Human Resources Activities

• Interviews, hires and develops Butler team members with the appropriate skills to meet the business needs of the operation.

When you join the Sheraton family, you become a member of its global community. We've been a place to gatherand connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliverameaningful guest experience, we encourage you to exploreyour next career opportunitywith Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.