Assistant Director of Butler Services

Nemacolin is seeking a highly detailed and organized Assistant Director of Butler Services to represent the Director of Butler Services and ensure outstanding guest experiences. In this role, you will handle any complaints or issues to ensure guest satisfaction, both before and after their stay. You will also act as an ambassador for our VIP guests, working closely with all departments to oversee their requests. Additionally, you will assist the General Manager of Hotel Complex and the General Manager of Development with various projects and assignments. Strong communication skills, creative problem-solving abilities, and quick adaptability are essential for success in this position. Prior customer service, management leadership, and/or hotel experience preferably in a luxurious 5-star setting.

ESSENTIAL FUNCTIONS:

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for this position.)

• Represent the Director of Butler Services and handle any guest complaints or issues, ensuring timely resolution before or after departure.
• Act as an ambassador for VIP guests, coordinating and overseeing their requests across all departments.
• Collaborate with the General Manager-Hotel Complex and General Manager of Development on various projects and assignments.
• Maintain excellent oral and written communication with guests, colleagues, and superiors.
• Utilize creative problem-solving skills to effectively resolve guest issues and provide exceptional service.
• Assist in pre-arrival preparations to ensure a seamless guest experience.
• Uphold high standards of professionalism, efficiency, and guest satisfaction.
• Stay updated on industry trends and best practices to enhance the guest experience.
• Perform any other duties as delegated by the General Manager-Hotel Complex and General Manager of Development.
• Personally inspects VIP and Special Attention guestrooms and ensures readiness for a perfect arrival experience.
• Meets and greets arriving and departing guests; Provides genuine hospitality and recognition, acts as host/ hostess.
• Acts as point of contact for in-house guests; provides individual assistance and accurate information; conducts resort tours.
• Resolves guest concerns and complaints speedily and efficiently; ensures complete guest satisfaction, protects the reputation of the resort and the company.
• Keeps management informed of guest and staff-related incidents; represents senior management in their absence.
• Ensures areas under supervision are perfectly maintained; conducts routine inspections of public areas and guest rooms; takes proactive steps to rectify any shortcomings.
• Assists guests with all inquiries in connection with hotel services, hours of operation, key hotel personnel, in-house events, directions, etc.
• Checks guests in and out in an efficient and friendly manner, using guest names whenever possible. Assures that guest is assigned the type of room requested and the correct rate is charged. Arrange for luggage to be delivered to the guest room. Issues correct keys to the guest. Check out guests at the end of the stay. Ascertains guest satisfaction, collects keys, posts late charges, and presents bills to guests. Settles bills accurately through credit card or cash transactions.
• Demonstrates standards awareness through training by setting examples for standards execution, standards testing, and implementing action plans to achieve established product and service goals for the Butler Service team.
• Assists the Director of Butler Services in motivating and developing a skilled team, leads by example, and instills a culture of continuous learning and improvement among employees; actively participates in Employee Relations activities and programming.
• Is actively involved in identifying and assessing the needs of employees and helps in the career development of every employee through effective coaching, training, and instilling company values; is concerned for employees' continuous development and personal growth.
• Other job duties as described.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: 

• High school diploma or GED required; Bachelor’s or four-year degree preferred.
• 4 years’ Manager/Supervisor experience in overseeing Butler operations; preferably in a luxury resort setting. Resort experience preferred.
• Must possess an outgoing personality and knowledge of superior customer service training.
• Must be at least 18 years of age.
• Candidate must have the ability to work varying shifts, including evenings, weekends, and holidays.
• Must be able to speak English fluently.
• Ability to perform basic mathematical functions.
• Knowledge of and ability to operate Microsoft Office Programs – Word, Excel, PowerPoint, etc.
• Proven track record of staff development and retention.
• Demonstrates interpersonal sound judgment and decision-making skills in directing administrative tasks, using discretion when necessary, understanding the potential impact on the department.
• Must be able to lift/push/pull/carry no more the 5-30 lbs.
• Ability to stand continuously for 95% of shift, operate equipment for 15%, kneel for 20%, bend for 50%, climb for 35%, and drive for 40% of their scheduled shift.

This job description cannot possibly include a complete comprehensive listing of all the activities, duties or responsibilities that may be required by the organization and/or members of management. It reflects management’s assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.

WHY WORK FOR NEMACOLIN?

Kick-start your career at Nemacolin, a world-renowned luxury resort nestled in southwestern Pennsylvania. Nemacolin boasts an unparalleled blend of elegance and adventure, offering an array of amenities that redefine luxury. With two Forbes-rated hotels from which to choose, guests are treated to the epitome of comfort and style. A five-star, five-diamond restaurant sets the stage for exquisite dining experiences, while our on-site wildlife habitats bring animal encounters to a whole new level. The opulent spa, championship golf courses, and a range of outdoor activities, including fly fishing, skiing, and snowboarding, provide a holistic and exciting getaway.

As a part of the Nemacolin team, you'll have the chance to work in a dynamic and supportive environment where your skills and passion will flourish. We believe in fostering growth and providing our team members with opportunities to shine and advance in their careers. Join us in delivering unparalleled experiences that leave lasting memories for our cherished guests and members. Real Life Magic meets boundless opportunity at Nemacolin. Come, be a part of it!

ASSOCIATE PERKS:

What is in it for you? As a Nemacolin associate, you won’t just have a bright future — you’ll have a bright present! You are invited to join our warm, supportive community, where you’ll enjoy competitive wages, exciting events, a full suite of benefits, discounts, and perks, and access to amenities at our associate community Wisteria.

• Attractive 401(k) plan
• Paid vacation, holidays, and personal hours
• Family medical, dental, and vision insurance. Long-term and short-term disability insurance
• Employee and educational assistance program
• Up to 40% off Retail, Spa, Activities, Food and Beverage at the Resort
• On-site uniform and dry-cleaning services
• Discounted meals during breaks in associate break areas

Wisteria Associate Community- Wisteria is Nemacolin’s way of showing our appreciation to our associates. This neighborhood is exclusive to associates and contains a Pub, Market, and Fitness Center. As a member of Team Nemacolin, you’ll enjoy these exclusive amenities.

Associate Recognition programs- Nemacolin realizes that our associates help to set us apart from other organizations in the industry through their commitment to providing exceptional service and their ability to consistently exceed guests’ expectations.

Nemacolin promotes a culture of continuous learning for our associates. We are strongly committed to comprehensive professional development programs:

• Opportunities for advancement – At Nemacolin, we encourage our associates to grow within the organization and gain experience in a variety of departments to better understand the hospitality industry. Nemacolin prides itself on promoting from within the organization, and many of our upper-level managers began in entry-level positions and advanced into their current roles.
• Mentoring and coaching programs – As a new associate, we provide a level of mentoring that is best suited to you to enhance your growth and career interests, while sharing knowledge, advice, and encouragement along the way.