Day in the life: What it's like being a butler at a luxury Las Vegas resort
Everything about Las Vegas feels indulgent, from the glittering lights on the Strip to the cacophony of casino slot machines and all-you-can-eat buffets. However, perhaps nothing in Las Vegas is more indulgent than the luxury hotel suites that sit high above the Strip.
These suites can cost more than $10,000 per night (sometimes much, much more) and come with square footage that likely exceeds that of your house, not to mention custom decor, top-of-the-line amenities and 24-hour butler service. You'll find 17 penthouses, experiential suites and sky villas that fit this description at the Palms Casino Resort.
Stay in a penthouse loft, sky villa or experiential suite at the Palms, and you'll be treated like the high roller that you are, thanks largely to butlers like James Hogg, the resort's lead butler.
Hogg shared what it's like catering to Las Vegas' most elite clientele and what he finds most rewarding about his career with TPG's Tarah Chieffi.
Quotes have been edited for clarity.
Related: Video: 6 Las Vegas hotels suites you have to see to believe
Butler in training
I started working in hotels at the age of 16. I grew up in Farnham, England, a town about an hour and a half south of London and began my hotel career in the 1980s. It was far enough back that I remember having meetings about putting black-and-white televisions in the hotel rooms.
I took an apprenticeship that put me on the path to becoming a butler. After receiving my hotel and institutional management degree, I was sent to London for my apprenticeship. After a long day folding napkins with the bar manager and restaurant manager from the Hilton Park Lane (who had one foot out the door and into retirement), they suggested we do something a little more fun.
They taught me the traditional ways of being a butler. After a year and a half of working with them, I had learned all the old trade skills. I could serve as a barman and a waiter, but I also knew how to pack and unpack a suitcase, how to make a good cocktail, how to steam and iron clothing, how to cater to someone's specific diet and even how to shop and put outfits together for guests.
Because I was formally trained, I led my own butler team when I moved to Vegas with my family. They wanted a European-style butler, not just someone who wheels in a plate of food. Guests in the high-end suites have their own team when they are at home and want the same when they are away. I came to the Palms in 2022 and now lead a team of six permanent butlers and our support staff.
Guests receive 24-hour service
The day starts with the handover from the night team. The butlers on the night team will share anything that happened overnight with the daytime butlers. Then we go through the rooms that will be checked in to that day and make sure everything is working correctly, ensuring amenities are all in order, lightbulbs aren't broken and things like that. We also deliver breakfast to guests who request breakfast in their rooms.
Then, we check our list of arrivals and departures. We figure out who needs luggage assistance or airport transportation and line that up for the day. We always anticipate the guests' needs to get ahead of the game.
In the afternoon, guests begin checking in. At check-in, guests begin making cabana and restaurant reservations or asking us for our recommendations for dining in town. We have one regular guest who has a shirt he always likes to have pressed upon arrival. As soon as we take his luggage, we unpack his suitcase and have a warm iron waiting to press the shirt and leave it hanging crisp and ready in his closet.
In the evening, we have eight turndowns to choose from. We have unique turndown service options, including bacon-topped desserts served in Elvis glasses and a signature Palms turndown with chocolates surrounded by palm trees filled with peanut M&M's and sand made from cookie crumbs. It's really fun, and guests love discovering it.
The evening crew are all five-star, restaurant-trained waiters. When the evening crew starts their shift, they will serve dinner and make cocktails for the guests if they choose to dine in their room. As long as the restaurants haven't closed for the evening, we can serve them in their room exactly as they'd be served in the restaurant.
Sometimes, guests want breakfast at 2 in the morning, and we can make that happen for them. Our overnight butler is our "cool" butler. He is great at mixing unique cocktails the guests love. He can also help procure late-night bites for guests when they return from a night out. People love pancakes after going to the shows! We also have guests who fly in from all over the world and don't want to change their routine just because they are in Vegas, so he delivers breakfast in the middle of the night.
Going the extra mile
For us, going above and beyond is normal. We always want to be prepared for our guests before they arrive. They will sometimes email or call to tell us things like the color of the flowers they want in their room or what kind of Champagne they like. The VIP lounge may also reach out before they check in to learn more about why they are visiting the Palms. But often, we know what our guests want because they've stayed with us before and we know their preferences.
We get to know our guests because we want them to be excited about their stay. We had a guest recently who requested an Asian amenity basket in their room. We took the time to learn more about the guest and realized they review food on TikTok. While we were watching their videos, we realized they hadn't reviewed many Filipino foods, so we filled a basket with snacks from the Philippines. They loved it, and it was all because we took the time to get to know them before their stay.
Related: Family-friendly hotels in Las Vegas for a winning vacation
The rewards ... and the challenges
Every butler has a story about having to dash around town to get a special drink. Not long ago, we had a guest who was here for a bachelor party. I asked him if he wanted anything special, and he mentioned bourbon. I contacted a bourbon supplier I know and asked if he had any unusual or rare bourbons. I was able to get two bottles of a very rare bourbon. When he saw that I was able to find a bourbon that he would never be able to get anywhere else, he was blown away.
Our goal is to exceed expectations. One of my most memorable days at work recently was when a couple who had visited a couple of times before came with their grandchildren. They had reserved one of our private pool villas and texted us before their arrival to let us know they had forgotten to pack toys and floats for the pool. When they arrived, we had floaties and water pistols waiting, along with little stuffed pandas that all of our young guests receive. The grandparents were so thankful, and it was so cool seeing the grandkids' reaction when they saw their gifts.
The most fun part is seeing families come back again and again. You get to know the families and end up being a part of their experience.
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Rewards
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Intro offer
Annual Fee
Recommended Credit
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits.Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.
Rewards Rate
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Intro Offer
You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
Credit ranges are a variation of FICO® Score 8, one of many types of credit scores lenders may use when considering your credit card application.Excellent to Good
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits.Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.