At SLS Playa Mujeres, luxury is defined by personalized experiences, intuitive service, attention to detail, and the ability to anticipate every guest's needs. The Head Butler is responsible for leading, supervising, and developing the Butler team to deliver exceptional, personalized, and seamless guest experiences in accordance with the brand's luxury positioning and applicable service quality standards. This role oversees daily Butler operations, VIP guest recognition and personalization, service consistency, operational efficiency, and the continuous development of the team. Working closely with the Guest Experience Manager and other operational departments, the Head Butler ensures that every guest interaction reflects the highest levels of professionalism, discretion, warmth, and service excellence. The position plays a key role in fostering a culture of accountability, leadership, quality, and continuous improvement while supporting alignment with applicable LQA, Forbes Travel Guide, and AAA standards and assessment criteria.

KEY RESPONSIBILITIES
• Lead, supervise, and develop the Butler team, fostering a culture of accountability, professionalism, teamwork, and service excellence.
• Oversee daily Butler operations, ensuring seamless service delivery, operational efficiency, and consistent adherence to brand standards and procedures.
• Ensure exceptional, personalized, and anticipatory guest service throughout the entire guest journey, from pre-arrival preparation to departure.
• Oversee VIP guest recognition, preference management, special requests, personalized amenities, and bespoke experiences, ensuring meticulous attention to detail and confidentiality.
• Drive compliance with applicable LQA, Forbes Travel Guide, and AAA service quality standards, reinforcing personalized interactions, service consistency, professional etiquette, and attention to detail.
• Conduct regular quality observations, service audits, and coaching sessions to identify performance gaps and ensure timely completion of corrective actions.




• Monitor guest satisfaction, service feedback, and quality assessment results, implementing action plans to continuously improve the guest experience.
• Take ownership of escalated guest concerns and service recovery, ensuring prompt, empathetic, and effective resolutions.
• Coordinate closely with Guest Experience, Front Office, Housekeeping, Food & Beverage, Concierge, and other operational departments to deliver seamless, personalized guest experiences.
• Ensure accurate management of guest profiles, preferences, VIP information, and service requests through the PMS, CRM, and other designated hotel systems.
• Conduct daily briefings, oversee shift handovers, and ensure clear communication of VIP arrivals, guest requests, operational priorities, and pending matters.
• Train, coach, and evaluate team members, ensuring consistent application of luxury service standards and continuous professional development.
• Monitor key performance indicators, prepare operational reports, and communicate relevant guest feedback, service incidents, and improvement opportunities to management.
• Ensure compliance with guest privacy, confidentiality, safety protocols, and established operational procedures.
• Promote a proactive, guest-centric culture focused on service excellence, operational consistency, and continuous improvement. PROFILE & QUALIFICATIONS
• Bachelor’s degree in Hospitality Management, Hotel Administration, Tourism, or a related field preferred.
• Minimum of 3–5 years of experience in luxury hospitality, with at least 1–2 years in a Butler, VIP Services, Guest Experience, or supervisory leadership role.
• Previous experience in luxury hotels or high-end resorts, preferably within an internationally recognized luxury hospitality brand.
• Strong knowledge of luxury service standards, personalized butler service, VIP guest management, and guest journey optimization.
• Familiarity with LQA, Forbes Travel Guide, and AAA quality standards and assessment processes.
• Advanced English proficiency is essential; additional languages are an advantage.

📌 Head Butler (Isla Mujeres)
🏢 Sls Playa Mujeres
📍 Isla Mujeres