Director of Butler Services & Member Operations

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.

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.

• 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.

• 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.

• 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.
• 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…