Senior Butler — Villa & Private Experience

Responsibilities

• Serve as dedicated butler for a private villa or suite cluster in a Cancún luxury property: the senior butler owns the complete guest experience — from pre-arrival correspondence (email communication with the guest or their PA to understand preferences before arrival), to custom arrival setup, to departure coordination
• Execute private dining experiences within the villa: coordinate with the culinary team for in-villa meals, set and break down the dining table, manage service sequence, and ensure the food and beverage presentation is consistent with the villa's luxury standard
• Build and execute personalized experience programming: the senior butler designs and delivers the components of the guest's stay — snorkeling tour recommendations, cenote day trip arrangements, private chef dinners, couples spa treatments — based on the profile built during pre-arrival communication
• Manage the villa's inventory and supplies: daily minibar review, welcome amenity replenishment, floral arrangement coordination, and the operational details that maintain the villa at a presentation standard between guest check-in and departure
• Handle complex guest situations with professionalism: complaints, medical requests, changed plans, security concerns, and any situation that requires discretion, calm judgment, and a solution-focused response
• Maintain detailed guest preference profiles for repeat stays and share actionable intelligence with the property's guest intelligence system

Requirements

• Butler service experience at a luxury or ultra-luxury property; formal butler training (Guild of Professional English Butlers, or equivalent hotel butler program) preferred
• English fluency and professional correspondence writing for pre-arrival guest communication
• Menu service knowledge and private dining setup competency
• Problem-solving under pressure in a luxury service environment
• Absolute discretion with guest personal information and behavior

Benefits

• IMSS, aguinaldo, paid vacation + premium
• Staff meal provided
• Uniform provided and laundered
• Service charge allocation
• Career advancement to Butler Manager and Director of Guest Experience

Work environment

Senior butler for private villa or luxury suite cluster in a Cancún premium property. Full-spectrum personalized guest experience management for high-net-worth resort guests.

About the role

The senior butler who receives an email three days before check-in from a guest's assistant saying the couple is celebrating their 25th anniversary, that she drinks only Ruinart Blanc de Blancs, and that he has been trying to get a fishing trip in the Caribbean for 20 years — who by check-in day has the champagne chilled, the fishing trip arranged for day 2, a custom anniversary memento on the bed, and the spa booking made for the morning after the fishing — has read a brief and delivered a story. That's the senior butler's professional product.