Director of Butler Services & Member Operations

Full-Time

About The Loren Hotels & Residences

The Loren is a collection of remarkable residences, hotels and restaurants that stand for something more — for culture, for beauty, for community and for conservation. The Loren at Pink Beach in Bermuda opened in 2017 as a masterpiece of modern architecture harmoniously integrated into the coastline. The Loren at Lady Bird Lake in Austin opened in 2023, bringing the brand's design-forward philosophy to the edge of the city's iconic waterway. C12 is actively expanding the portfolio, with new Loren developments underway.

Position Overview

The Director of Butler Service and Member Operations is accountable for the strategy, standards, and day-to-day execution of butler service across the hotel group's full portfolio of domestic and resort properties. This role also owns the design, rollout, and ongoing management of the group's membership program, which spans local and international members and entitles them to a VIP suite of services at every property, along with discounts on rooms and food & beverage. This is a high-visibility role: the Director manages the relationship with the organization's highest-touch guests and members, and is directly responsible for the consistency and quality of service across every market the group operates in.

This is a build and run role. Butler service today is delivered property by property rather than to a single portfolio standard, and the membership program does not yet exist in operating form — the tiering, entitlements, systems, and economics will be created by the person in the seat rather than inherited. It is not, however, a solo function. This role owns the standard, the training, the systems, and the audit, and much of its highest-value work happens at the seams between corporate and property.

Portfolio & Scope

•        Domestic: Austin, TX and San Antonio, TX — coordinating with local property teams on the rollout of the membership program.

•        International: Bermuda (two properties) and Turks & Caicos — further refining and developing the membership program for these markets.

•        Membership program: combines local participation with international membership; members are entitled to a VIP suite of services at each property, plus discounts on hotel rooms and food & beverage.

Key Partnerships

·      SVP Operations (direct manager). Portfolio service standards, resourcing, escalation thresholds, and the operating calendar for membership rollout and refinement.

·      Property General Managers. Butler team structure and staffing at property level, local execution of brand standards, and delivery of member entitlements on property.

·      Commercial, Sales & Marketing. Member acquisition, pricing and positioning, the member communications calendar, and the interaction between member rates and other rate structures.

·      Finance. Membership revenue recognition and deferred dues, discount cost, butler labor model, and program reporting into the portfolio P&L.

·      Head of HR / Property Director of HR. Butler and member services role design, job architecture, compensation banding, hiring plans, and work permit sponsorship in Bermuda and the Turks & Caicos Islands.

·      Corporate Counsel. Membership terms and conditions, dues and refund provisions, consumer-protection review, and cross-border data privacy obligations.

Responsibilities

Butler & VIP Service Operations

•        Own end-to-end butler service delivery across all properties, setting brand-wide standards and ensuring consistent execution property by property.

•        Serve as the point of escalation for VIP guest and member service matters, engaging personally with top-tier guests as needed.

•        Recruit, train, and develop property-level butler leads and teams, building a bench of talent that can flex across the portfolio.

•        Establish service protocols, SOPs, and quality benchmarks for the butler and VIP host function, and audit compliance across properties.

Membership Program Strategy & Rollout

•        Coordinate with local teams on the rollout of the membership program at domestic properties (Austin, San Antonio), ensuring benefits, systems, and service delivery are ready at launch.

•        Refine and further develop the membership program for Bermuda (2 locations) and Turks & Caicos, incorporating local participation alongside international membership.

•        Define and continuously improve member entitlements — VIP services, room and F&B discounts — balancing member value against property profitability.

•        Own program governance: tiering, pricing, eligibility, renewal/retention strategy, and cross-property reciprocity rules.

Pre-Opening & New Property Launch

•        Build the butler and member service model for pre-opening properties, including the San Antonio transition and the Turks & Caicos development, and hand over a documented SOP.

•        Own the butler and membership line items in pre-opening budgets and critical-path plans: headcount phasing, hiring and training timelines, uniform and amenity specification, and systems readiness.

•        Sequence member enrollment and benefit activation against each opening date so entitlements are live, staffed, and honored from day one.

Systems, Data & Program Compliance

•        Specify requirements for and help select the membership and CRM platforms supporting enrollment, entitlement tracking, and cross-property recognition; own the data definitions the program reports against.

•        Ensure member and guest preference data is collected, stored, and shared across jurisdictions consistently with applicable privacy obligations — including Bermuda's Personal Information Protection Act (PIPA) and applicable U.S. and international privacy regimes — working with Corporate Counsel and IT.

Financial & Performance Accountability

•        Own the P&L impact of the membership program — dues/fee revenue, discount cost, and butler labor cost — across the portfolio.

•        Build and manage the business case for membership program economics within a $50M+ organization; report performance to ownership and executive leadership.

•        Set and track KPIs for member satisfaction, retention, butler service quality, and program profitability.

Stakeholder & Owner Relations

•        Represent the butler/member function in cross-functional leadership planning, including pre-opening playbooks and critical-path reviews.

First 12 Months

•        A single documented butler and VIP service standard adopted across all operating properties, with audit.

•        A membership program design approved by executive leadership: tiering, pricing, entitlements, eligibility, and cross-property reciprocity.

•        Membership live with enrollment, systems, benefit delivery, and staff training in place at launch.

•        A refined program construct for Bermuda that reconciles local participation with international membership across both properties.

•        A membership P&L model with agreed KPIs, a reporting cadence, and a performance baseline.

•        A staffed and trained butler bench, including property-level leads and a pre-opening plan for Turks & Caicos.

Required Qualifications

•        8+ years of progressive experience in luxury hospitality, including direct experience as a butler or VIP host, or leading a butler/VIP services team.

•        Demonstrated experience designing, launching, or managing a complex membership or loyalty program.

•        Experience operating across a multi-property portfolio spanning both domestic and international locations.

•        Proven ability to build and lead teams, and to establish service standards that translate across distinct markets and cultures.

•        Strong financial acumen, with experience owning budgets, forecasts, and program-level P&L.

•        Ability to travel internationally on a recurring basis, including a valid passport and the ability to obtain the entry or business-visitor permissions required for Bermuda and the Turks & Caicos Islands.

Preferred Qualifications

•        Overseas luxury property experience.

•        Membership or loyalty program ownership within an organization with $50M+ in scope.

•        Pre-opening experience at a luxury hotel/resort, including standards development and team builds.

•        Experience specifying or implementing CRM, loyalty, or membership platforms in a hotel PMS.

•        Bachelor's degree in Hospitality Management, Business, or a related field; equivalent experience will be considered.

Skills & Competencies

•        White-glove, discretion-first service orientation, with the ability to build trust quickly with high-net-worth guests and members.

•        Strong cross-cultural and cross-market fluency; comfortable operating in both U.S. domestic and international (Bermuda, Caribbean) contexts.

•        Excellent relationship-management skills with both guests/members and stakeholders.

•        Highly organized program manager, capable of running parallel workstreams, rollout in one market, refinement in another, simultaneously.

•        Data-driven approach to program design, member insights, and performance tracking.

Travel, Work Authorization & Working Conditions

This role requires frequent, recurring travel across the portfolio, including extended stays in domestic and international markets during membership rollout and refinement periods.

•        Based in New York, NY (Soho), in office, with recurring travel across the portfolio. Travel is an essential function of the role, not an occasional requirement.

•        Work performed in hotel and resort environments, including time on the floor during VIP arrivals, member events, and property openings.

•        Evening, weekend, and holiday availability as guest, member, and opening activity requires.

Compensation and Benefits

•        Base salary $175,000 - $215,000, commensurate with experience + bonus

•        Medical, dental, vision, and 401(k), PTO, paid holidays, and sick time

•        Business travel expenses covered under travel policy