Butler Service

In Britain, the butler was originally a middle ranking member of the staff of a grand household. In the 17 th and 18th centuries,
the butler gradually became the usually senior male member of household’s staff in the very grandest households, though there
was sometimes steward who ran outside estate and financial affair, rather than just households, and who was senior to the
butler in social status into 19th century. Butlers used attired in a special uniform, distinct from livery of junior servants, but
today butler is more likely to wear a business suit or business casual clothing and appear in uniform only on special occasions.
A Silverman or Silver butler has expertise and professional knowledge of the management, secure storage, uses and cleaning of
all silverware, associates tableware.

The word “Butler” derives from old French bouteleur (cup bearer), from bouteille, (bottle), and ultimately from Latin. The role
of butler, centuries, has been that of the chief steward of household, the attendant entrusted with the care and serving of wine
and other bottled beverages which in ancient times might have represented a considerable portion of the household’s assets.

The Butler is key element in team of professionals striving to deliver a level of personalized service that exceeds not only the
expectation of the guest but will add a point of difference from the service provided anywhere else within the hotel. The
position of butler provides a very personal, detailed, seamless service to guests. A butler will take care of guests needs in
highly professional manner. The butler will take gentle care of all their guests from arrival until departure without imposing
themselves on the guest. The butler will be seen by the guests in response to all the guest’s needs and requests. The attention to
detail required, and the ability to anticipate the needs of the guest’s, demand that the butler is consummate hotel professional
with impeccable presentation of the suites/rooms and public areas of the floors.

A Butler mission is to be professional at all times, well-groomed, discreet, trustworthy, tactful, honest, hardworking, proficient
and sincere. A professional butler will demonstrate a unique ability to work in a quietly confident manner that will create a
calm, serene atmosphere and impress both internal and external guest with the highest possible standard of personal butler
service

This is a special type of service which is provided by the luxury establishments. This type of service may be very personalized
one and provided to the few guests only. Since this is a very personalized service additional amount has to be paid for it. A
butler is a particular staff who will be with the guest from his / her time of arrival to the time of departure. Actually a butler is
the chief male servant of a household who has charge of other employees, receives guests, directs the serving of meals, and
performs various personal services. The following works are carried out by a butler for the guest:

Before Arrival

 Ensure that the guest's preferences are in – suit upon arrival.

 Arrange airport transfers.

Upon Arrival

 Greet the guest and provide refreshments (might be lemon grass scented hand towel to refresh guest from their flights).
 Offer welcome drinks.
 Ensure accommodation is ready.
 Handle private check – in for the guest.
 Offer to unpack the guest luggage.
 Press the first night clothes of the guest as complimentary service.
 Arrange personal accommodation preferences.

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During Stay

 Make all dinner reservations, tour bookings, spa treatments, etc.

 Serve the favorite drink of the guest while the guest is at the lounge or in the pool.
 Supply a cooler stocked with the favorite beverages of the guest.
 Serve the lunch of the guest in the pool or any other specialized area.
 Liaison with the housekeeping regarding the service of the guest room.
 Ensure that the guest room is kept in perfect condition and arrange the way the guest likes during their stay.
 Expedite all room service orders.
 Arrange a romantic dinner especially for couple guests in the patio side.
 Polish the shoes of the guest.
 Handle laundry service.

At the Evening Time

 Arrange all the necessary amenities before dinner.

 Escort the guest to the dinner area where they have reserved a beautifully decorated table at the restaurant of their
choice with preferential seating.
 Ensure that the guest room is stacked with the necessary amenities at night like drinking water.

Before the departure of the guest

 Ensure that the luggages of the guests are brought to the departure area.
 Process the paperwork of the guest for check out.
 Escort to the transportation and bid farewell.

Scope
The butler within their ‘hotel area’ is the direct front line must represent and deliver the service vision. The butler will strive to
create an atmosphere that makes a “wow” impression on the guests. The butler will presented, and indeed present themselves
as a “mini” hotel manager on the floor they responsible for. The butler will develop his/her team of assistant butler and room
attendants as colleagues in this endeavor. Butlers will train not badger, coach not criticizes, and they will lead not follow. As
part of team they are expected to participate in all activities on the floor.

OVERVIEW OF ROLE: MAIN TASKS

Butler basics

 Maintain a professional appearance and high standard of personal hygiene and presentation.
 Understand basic butler manners and etiquette.
 Provide personal service.
 Possess a good working knowledge of Concierge service.
 Have a fundamental understanding of wealth and luxury and its effect on the position butler.

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A butler should:
 Possess a knowledge of /and local area information.
 Possess knowledge of hotel products and menu.
 Possess knowledge of hotel and facilities.
 Be able to describe hotel and suite facilities in a professional manner.
 Create a record and keep themselves up to date on current activities in the hotel, city and country generally.
 Create a network of useful contacts.
 Be aware of energy management and the impact of environmental issues.
 Be aware of hotel policy regarding quality compliance.
 Be aware of hotel security and safety procedures.

Butler Administration

A butler will be required to:

 Anticipate guests need.
 Organize and manage butler’s Pantry/Office.
 Handle butler's communication method i.e. mobile telephone.
 Assign and inspect each room prior to guest's arrival.
 Creates a check list for rooms/suites inspections.
 Log all faults and defects in suites in butler’s pantry log book and ensure rectification.
 Undertake final preparation of each suite/room prior to guest's arrival.
 Register the guest.
 Have a working knowledge of the check-in and check-out procedure.
 Handle guest’s messages.
 Enter guest preferences in guest history system.
 Use guest history and update accordingly.
 Have an understanding of foreign currency exchange.
 Create and oversee airport pick-up and drop off procedure.
 Handle air ticket reconfirmation.
 Create oversee secure storage and tagging of luggage.
 Liase as necessary with security staff.
 Be aware of lost and found procedure.
 Ensure butler’s pantry has necessary supplies, equipment and materials.
 Create maintain a professional butlers/housekeeping emergency kit.

Butler – Guest relations skills

A butler will demonstrate competency in:

 Ensuring guests receive a warm and friendly welcome/farewell.
 Making his or her own personal introduction to the guest.
 Explaining to guests what services a butler can offer.
 Opening car door and helping guests.
 Greeting guests in lobby.
 Welcoming the guest to their suite and advising of facilities within their suite.
 Using the correct phonetic alphabet.
 Dealing with guests in fast and accurate manner.
 Handling guests special request.
 Conversing with guests.
 Answering guests inquiries.
 Entering guest room/suite.

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 Handling guest complaints.
 Assisting in handling guest's incoming faxes, mail, packages.
 Guiding the guest to achieve correct computer, email and internet access.
 Servicing the guest needs: immediate action.
 Understanding guest’s different cultures, moods and emotions.
 Checking guest satisfaction.
 Understanding and fulfilling the guest’s needs for security, confidentiality, privacy and privacy requested policy within
hotel.

Butler: Extra Special Care Services

A butler will also be required to:

 Use a silver salver / tray / for delivery of almost all amenities and appropriate items.
 Personally deliver arriving / departing guest’s amenity/gift.
 Arrange wake-up calls.
 Check and obtain guests daily itinerary.
 Advise guest on how a butler can assist them.
 Arrange/organize suite/room to be refreshed whilst guests are out.
 Provide daily weather forecast service.
 Advise and create reservations within hotel as well as outside restaurants.
 Welcome guest when they return to the suite/room.
 Escort the guest to lobby/restaurant/taxis.
 Have a good basic knowledge of cigars, storage, handling and lighting.
 Arrange a special occasion guest set up and service.
 Have and understanding of certain festival, weddings, etc.
 Providing flowers and arranging flowers.
 Offer the service of gift wrapping guest’s purchases.
 Deliver a guest special request.
 Handle late night requests for guests.
 Arrange private aircraft / helicopters.
 Arrange private parties and functions for suites guests.
 Attend to personal shopping for guest/s.
 Escort guest to entrance of events / functions / theatre etc.
 Perform other tasks as may be required from time to time.

Butler: Housekeeping Skills

A butler should demonstrate a

 Knowledge of house-keeping terminology.
 Knowledge of set up care of maid basket/trolley.
 Knowledge of hygienic handling of linen.
 Knowledge of room attendant's daily procedure.
 Knowledge of cleaning rooms.
 Knowledge of dusting and cleaning bedrooms.
 Knowledge of stripping and making bed.
 Knowledge of cleaning bathrooms.
 Knowledge of vacuuming rooms.
 Knowledge of folding towels and set up.
 Providing luxury turndown service.

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Butler: Suites Duties

A butler may also be responsible for:

 Delivery newspapers to guest rooms.
 Delivering mails, packages, flowers etc. to rooms.
 Understanding poolside care, maintenance and set up of beach towels and sandals etc.
 Assisting guest with suite/room changes.
 Knowledge of TV, cable and DVD player operation, setting TV to particular channel in advance of guest's arrivals.
 Basic understanding of IT and internet set up skills.
 Knowledge of other technical equipment in room/suite/business center/club lounge.
 Checking replenishing and setup mini bar.
 Replenishing ice in suite/room.
 Handling and removal of room service tray and trolley.
 The care of living plants and flowers in suites/rooms.
 Daily replenishment of fruits.
 Replenishment coffee and tea facilities.
 Delivery of morning amenity, such as cookies, croissants or similar.

Butler: Food and Beverages Service in Suites

A butler will be required to:

 Use butler’s pantry connected to suite.
 Prepare welcome drinks.
 Open champagne correctly and serve.
 Open wine and know correct storage and service.
 Have basic cocktail knowledge, prepare cocktails and mixed drinks.
 Serve beverages in suite room.
 Arrange, set up and serve breakfast to the guest in suite/rooms.
 Present a menu in rooms/suites for guest.
 Seat guest.
 Arrange the butler’s pantry mise-en-place.
 Have good basic knowledge of menus, ingredients and preparation times used with hotel.
 Offer butler service of food in room/suite.
 Arrange and utilize trays setting for food and beverages service.
 Carry trays of food and beverages, safely and hygienically.
 Clear suites/room quietly and proficiently.
 Present guest check/bill for food and beverages served in suite.
 Be creative in up-selling when taking room service orders.
 Organize, order and pack picnic for guest.

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