Butler Service Desk

Role overview

This position sits within the rooms and guest services operations team at St. Regis Abu Dhabi, located in Nation Tower on Corniche, Abu Dhabi. The hotel is part of a globally recognized luxury brand known for polished, anticipatory service and a high-touch guest experience. This is a full-time, non-management role based onsite.

St. Regis Abu Dhabi blends Arabian hospitality with the brand’s long-standing tradition of bespoke luxury. The property features 283 guest rooms, including 55 suites, many with views of the Arabian Gulf and Abu Dhabi city. The hotel is also known for the Abu Dhabi Suite, described as the world’s highest suspended suite linking the two Nation Towers.

As a Butler Service Desk Agent, you will serve as the main telephone contact point for the hotel and respond quickly and professionally to guest calls. The role calls for warm communication, attention to detail, strong coordination across departments, and a deep understanding of front office procedures and guest preferences.

Key duties

• Answer incoming calls promptly, aiming to respond within three rings, and maintain a courteous, welcoming tone.
• Handle guest questions, foresee guest needs, and work toward fast resolution of concerns or service issues.
• Make sure immediate guest requirements are addressed without delay.
• Maintain familiarity with regular guests, their names, and recurring preferences.
• Use a solid understanding of core front office processes in daily operations.
• Stay knowledgeable about Marriott Bonvoy, hotel occupancy, availability, and room inventory.
• Understand all room types, including layouts, sizes, connecting options, décor, outlook, and views.
• Keep butlers informed about room blocking, unblocking, reallocations, and room moves when changes are coordinated by the front office.
• Identify arriving, in-house, and departed guests by name and room number.
• Use messaging tools confidently for creating, editing, sending, and deleting messages.
• Follow hotel telephone and communication standards when handling calls and responses.
• Route calls to the correct guest or department when needed.
• Coordinate guest requests with the relevant departments to ensure timely service.
• Record and communicate guest complaints accurately.
• Work closely with other team members and maintain strong communication with front office, butlers, and housekeeping.
• Keep Starguest profiles updated and move incomplete profiles to complete status.
• Report maintenance issues, damaged equipment, furniture, and fittings to the maintenance team.
• Build and maintain positive working relationships with guests and internal colleagues.
• Prepare the next day’s wake-up call log and hand it over during shift change.
• Log wake-up call requests correctly and provide wake-up calls as scheduled.
• Track inventory for Butler On Call items.
• Enter and monitor GXP details such as profiles, preferences, defects, and reporting information.
• Complete shift handover thoroughly at the end of each duty period.

Experience and qualifications

Candidates should have at least one year of experience in the hospitality industry. The role also requires strong communication abilities, good organizational habits, comfort using information systems, a guest-first mindset, and practical problem-solving skills.

About the employer

St. Regis Hotels & Resorts is part of Marriott International and is known for refined luxury, signature Butler Service, and highly personalized guest care. The brand operates more than 50 luxury hotels and resorts around the world and emphasizes a culture of exceptional service, sophistication, and anticipatory hospitality.

Equal opportunity statement

Marriott International is an equal opportunity employer and supports inclusive hiring. The company welcomes applicants from diverse backgrounds and does not discriminate on protected grounds, including disability, veteran status, or any other status protected by applicable law.