Head of Operations – Elite Suites and Villas

About the role

The Head of Operations for Elite Suites and Villas will lead the Butler program at a luxury property, ensuring a seamless, high‑touch experience for guests from pre‑arrival through departure. Reporting to senior hotel leadership, you will oversee the Butler team, coordinate with other departments, and drive continuous improvement in service quality and financial performance.

Key responsibilities

• Manage day‑to‑day Butler services, including pre‑arrival preparations, Butler Service Desk operations, and on‑site guest interactions.
• Supervise Butler staff (Butlers and Butler Valets) and conduct daily stand‑ups to ensure consistent service delivery.
• Build rapport with VIP and repeat guests, capture preferences, and proactively anticipate needs.
• Maintain guest privacy and confidentiality, especially for high‑profile guests.
• Collaborate with other hotel departments to integrate Butler services into the overall guest journey.
• Monitor and improve guest and associate satisfaction metrics.
• Drive financial performance of the Butler department through budgeting and cost control.

Required profile

• High school diploma or GED with at least 2 years of experience in Butler services, guest relations, or a related field, **or** a 2‑year degree in Hospitality, Hotel Management, Business Administration, or a related discipline.
• Completion of a formal Butler training program.
• Strong interpersonal skills, leadership ability, and a passion for luxury service.

Required skills

• Leadership and team‑management capabilities.
• Excellent communication and guest‑service orientation.
• Ability to use technology tools for guest preference tracking and service coordination.