Professional Documents
Culture Documents
Hotel Butler Service
Hotel Butler Service
The International Institute of Modern Butlers created a rating system based on “butlers” that
parallels ratings such as those by AAA and Forbes, but which is focused on butler service in
hospitality venues. The purpose of the rating is to help guests make informed decisions about the
nature of the butler service being offered by a venue they may be considering, and to assist
management and butlers in those venues in improving their butler offering.
Four Butlers
Butlers provide excellent, generally invisible service to guests who are wowed by the attention to
detail. Includes a full complement of butlers who have sufficient presence with the rest of the
employees that they have raised their level of service and can obtain instant service for guests.
Butler Department personnel receive ongoing training and quality control to keep them sharp and
there is a Deputy for the Head Butler who facilitates this training and other organizational steps to
keep the Butler Department running smoothly.
In addition to those services of the Three Butler facility, the following are offered as a minimum:
1. An electronic record of guest information that includes much information gleaned through
unobtrusive observation during their stays, from pre-arrival interviews, and from follow-up
communications;
2. Arrival amenities are tailored to guest preferences or celebration of occasions, and varied
between visits;
3. Arrangements made for private car/limousine pick-up as needed, with a care package for
guests to freshen themselves on the way to the resort/hotel;
4. Guest greeted at door with either a preferred beverage with the compliments of the
hotel/resort or, if not known, a refreshing one characteristic of the local area, finely
presented on a salver;
5. Turndown amenities are always varied;
6. Choice of afternoon snacks provided in rotation, with possibility of guest request for a
specific one;
7. Fruit bowl provided and updated, with knife, plate, napkin for each guest;
8. Full table service provided for suites with dining rooms, using either butler service or
synchronized plated service;
9. Following up on guest activities to ensure service is being and was well delivered.
Handling any upsets or concerns to satisfaction of guest; supporting those who serviced
guests well;
10. Folding cleaned laundry and placing in drawers;
11. When cleaning shoes, replacing old or frayed laces;
12. Offering a menu of items for a travel care package the day before departure, including food
and drink, and placing in vehicle in a small insulated bag just before guests climb in;
13. While being interested in guests, rather than trying to be interesting to them, butlers also
are able to carry off their duties and interchanges with guests and other employees, even in
the most tricky of situations, with a degree of panache;
14. Extra special touches are made to wow guests, based on their preferences;
15. All guest requests handled within minutes, or responded to within minutes and then
worked on, if the handling is not short and simple;
16. BCs follow up on and escalate guest requests if not attended to within half an hour;
17. Butlers able to satisfy secretarial/technological/business center service requests;
18. All butlers connected by smart phone that also allows them to input and retrieve
information in real time on guests;
19. Butlers make a point of inputting all data of interest in serving guests;
20. Guest follow-up includes personal touches such as holiday cards;
21. The Butler Department is considered an asset by management and the rest of the
employees, and supported in terms of being kept established, given the tools it needs, and
in servicing the guests.
Butler ke Empat
Butler memberikan layanan yang sangat baik, umumnya tidak terlihat bagi para tamu yang
terpukau oleh perhatian terhadap detail.
Termasuk pelayan lengkap yang memiliki kehadiran yang cukup dengan seluruh karyawan
bahwa mereka telah meningkatkan tingkat layanan mereka dan dapat memperoleh layanan
instan untuk para tamu. Personil Departemen Butler menerima pelatihan berkelanjutan dan
kontrol kualitas untuk menjaga mereka tetap tajam dan ada Wakil Kepala Butler yang
memfasilitasi pelatihan ini dan langkah-langkah organisasi lainnya untuk menjaga
Departemen Butler berjalan lancar.
Selain layanan dari fasilitas Three Butler, yang berikut ini ditawarkan sebagai minimum: