Host (Butler) Manager – Luxury Resort

About the role

The Host (Butler) Manager leads the Host Department at One&Only Palmilla, ensuring a personalized, emotionally engaging guest experience throughout the stay. Reporting to Rooms Division leadership, the role oversees all Hosts and Host Leaders, driving service excellence in line with Forbes and internal luxury standards.

Key responsibilities

• Lead, train, and develop Hosts and Host Leaders to deliver seamless guest journeys.
• Oversee daily operations of the Host Program, ensuring flawless arrivals, departures, villa experiences, VIP stays and special celebrations.
• Coordinate with Housekeeping, Front Office, Food & Beverage, Engineering and other departments to guarantee smooth operational flow.
• Monitor and improve guest satisfaction metrics and service performance indicators.
• Resolve guest concerns proactively, personalize experiences, and uphold the resort’s “Art of Hosting” philosophy.
• Maintain Forbes and internal luxury service standards across all touchpoints.

Required profile

• Proven leadership experience in luxury hospitality, Rooms Division, Butler or Host operations.
• Strong interpersonal, communication and emotional intelligence skills.
• Ability to anticipate guest preferences and deliver proactive, personalized service.
• Excellent organizational, multitasking and problem‑solving abilities in a fast‑paced environment.
• Bilingual in English and Spanish.
• Commitment to fostering a culture of genuine hospitality and accountability.

Required skills