What are the responsibilities and job description for the Butler Manager position at The Charleston Place?
The Butler Manager serves as a senior ambassador for The Charleston Place and provides leadership, oversight, and strategic direction to the Butler team. This role holds full ownership of the guest experience within the Butler program, ensuring consistently exceptional, personalized, and anticipatory service. The Butler Manager leads by example, utilizing pre‑arrival knowledge, in‑person engagement, and operational insight to deliver seamless, high‑touch experiences while upholding brand standards and operational excellence.
Duties & Responsibilities
The physical demands described below are representative of those required to successfully perform the essential functions of this role:
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BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.
Duties & Responsibilities
- Serves as a visible ambassador of The Charleston Place and BHC in all guest, colleague, and vendor interactions
- Leads, coaches, and supervises the Butler team, setting expectations and driving accountability
- Oversees guest assignments and ensures both expressed and unexpressed guest needs are anticipated and fulfilled
- Maintains communication with guests pre‑arrival, during their stay, and post‑departure
- Ensures guest rooms are curated to individual preferences and luxury service standards
- Oversees welcome experiences, in‑room services, and fond farewells for Butler‑assigned guests
- Ensures proper execution of elevated services such as packing/unpacking, evening aperitifs, and special amenities
- Owns guest experience outcomes, including service recovery and escalation when necessary
- Coordinates closely with Housekeeping, Engineering, Front Office, and other departments
- Supports the planning and execution of special guest recognition and VIP experiences
- Creates staffing plans and leads coverage during peak times, including evenings, weekends, and holidays
- Monitors performance metrics, guest feedback, and service opportunities to continually enhance the Butler program
- Ensures team alignment with hotel objectives and consistently exceeds guest expectations
- Practices preventative safety procedures daily and ensures compliance across the team
- Maintains professionalism, composure, and leadership presence in high‑pressure situations
- Performs additional duties as assigned to support hotel operations
- 3-5 of proven leadership experience in luxury hospitality or high‑touch guest services
- Exceptional customer service and guest relationship management skills
- Works well under pressure, with strong multitasking abilities and a team‑focused mindset
- Extreme attention to detail, strong organizational skills, and the ability to think strategically
- Ability to coach, develop, and motivate a high‑performing service team
- High emotional intelligence with the ability to connect with diverse guests and colleagues
- Strong problem‑solving abilities, including conflict resolution and service recovery
- Knowledge of front‑of‑house and back‑of‑house hotel operations
- Clear, professional communication skills—both written and verbal
- Ability to adapt quickly, take initiative, and lead through change
The physical demands described below are representative of those required to successfully perform the essential functions of this role:
- Ability to lift and carry equipment, supplies, and service items weighing at least 30 pounds
- Ability to remain on feet for extended periods, particularly during peak hotel hours or special events
- Must be able to effectively resolve problems, manage conflict, and make sound decisions under pressure
- Good hearing is required for clear and effective communication with guests, colleagues, and stakeholders
- Availability to work varied shifts, including nights, weekends, and holidays
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BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.