BUTLER SERVICE

EVOLUTION OF ‘BUTLERS’
BUTLERS:
King Louis XIV introduced table etiquette in France. There was the ‘Cup Bearer’ so
they could enjoy wine poured by a special person. This person was the ‘Butler’ or
‘Bottle pourer’.
Originally, ‘Butler’ was the title for a person in charge of the cellar and who
dispensed liquor. Thus, ‘Butler’ was derived from the English ‘bottler’ as well as the
French ‘bouteillier’, meaning ‘bottle bearer’.
EVOLUTION OF ‘BUTLERS’
In the Middle Ages, in Europe, ‘Butlers’ meant exactly ‘bottle
bearers’.
But, in time, this meaning changed to a high Royal official who had
charge of wine but also had different duties in different times.
The word ‘Butler’ actually brings to mind Great Britain or England.
The British Butler transformed this profession into a form of art and
it became the standard.
British Butlers were very authoritative and intelligent. They had
vast knowledge of etiquette, food, drink, history and a host of other
subjects.
EVOLUTION OF ‘BUTLERS’
Today, a ‘BUTLER’ is a charming, fun, pleasant, hard working,
passionate, intelligent, caring person.
Butler service covers all aspects of service, management,
dealing, arranging and creating a luxurious experience
for guests.
They focus on giving guest the best care possible.
Butler service is very important in the luxury market.
 BUTLER SERVICE IN THE
HOSPITALITY INDUSTRY
• To offer highly personalized service to VIP guests
• It can be any task from unpacking luggage to running errands
• Must have an incredible attention to detail
• Must be able to create rapport with guests immediately – a bond that
will last….
RESPONSIBILITIES OF A BUTLER
* Provide personalized service for guests
* Have knowledge of all hotel amenities
* Should work with all departments to meet guests’ needs
* Meet and greet guests when they arrive and help them settle in their rooms
* Anticipate guests’ needs
* Learn about their allergies, if any. Also what they like and dislike, etc.
* Have excellent knowledge of food and beverages available in the hotel
* Restock wines and spirits as and when required
* Serve meals and pour drinks for guests
 RESPONSIBILITIES OF A BUTLER
* Communicate with housekeeping regarding cleaning of the rooms
as required by the guests
* Run errands for guests as and when required
* Tidy up guest rooms to make sure they are clean and neat at all times
* Recommend and arrange amenities for guests
* Be well groomed at all times
* Bid goodbye to guests when they check out of the hotel
 ADDITIONAL REQUIREMENTS

A BUTLER SHOULD

* Have excellent multi-tasking skills

* Be an exceptional organizer
* Be able to adapt to various conditions
* Commit to excellent CUSTOMER SERVICE
* Have knowledge of local attractions
* Have the ability to handle sensitive matters discreetly and efficiently
* Have excellent knowledge of food and wine parings
 SILVER SERVICE
* Personal, private service
* Professionalism
* Poise
* Interaction with the guest
* Table setting
* Mise-en-place
 SILVER SERVICE
Ensure everything you have to serve is ready
* Beverages
* Cocktails
* Wine
* Food
* Coffee/Tea
 SILVER SERVICE
Silver service originated in the 17th or 18the century England for the
upper classes.
Silver platters, silver spoons and forks were used for service.
The butler, just to mention, was the most important and trusted servant
in the household.
 SILVER SERVICE
* Hold the spoon and fork in your right to create ‘tongs’ to pick up food
* Practice, practice, practice
* It is also called ‘platter service’ as food is served from a platter
* Always start with the guest on the right hand side of the host as he is
the most important guest
* You can also start service with the ladies, starting with the older ones
first – again this depends on the situation
 SILVER SERVICE
* Serve food from the left – platter service
* If pre-plated, serve food from the right
* Beverages are served from the right
* Clearance is from the right
* Do not clear glasses and coffee cups until the guests have left the table
– only sherry glasses can be removed
 SILVER SERVICE
Serving food:
* Ensure you have enough food on the platter to go around
* Hold the platter firmly in your left hand
* Start with the guest on the right side of the host
* Step in with your left foot, body posture is important
* The platter should be about an inch from the plate
* Place the food on the plate
 SILVER SERVICE
Serving food:
* If tongs are allowed, it makes serving easier
* Placing the food on the plate
- Protein (meat) should be placed at 6 o’clock
- Starch (potatoes) on the top right side
- Veggies on the top left side
 SILVER SERVICE
Serving food:
* The food should be visually appealing
* Have a plan on how to present the food
* While serving, watch out for your elbows
* Practice makes perfect
* Clear the dishes from the right
* Clear the dishes only when all guests have completed the
course
 SILVER SERVICE
Wine service:
* Poise, posture and affect are very important
* Place the bottle on the waiter’s cloth, label facing the host when
presenting the wine
* Once the host had read the label and is accepts it, pour about
1/5th of the glass for him to taste
* After the host approves the wine, start pouring the wine from
the guest to his right
* The wine should be poured just about the halfway mark
 SILVER SERVICE
Wine service:
* The label should always face the guest
* Serve the other guests first and the host last
* Wipe the tip of the bottle lightly after filling the glass so that
the wine does not drip
 SILVER SERVICE
Wine – there is no hard and fast rule but generally
* Dry, light white wines go well with appetizers or the beginning
of the meal
* Medium-dry white wines are best served with the main course
– white wines for white meat, fish and poultry
* Red wine is best paired with red meat
* Champagne is served throughout the meal
 SILVER SERVICE
Wine
* Sherry is served as an aperitif
* Port is served with cheese
* Dry Madeira wines can be served as n aperitif
* Sweet Madeira wines can be served with dessert
 SILVER SERVICE
Cover changes
It is necessary to make changes to the cover to reflect the dishes that are
ordered. Cutlery should only be carried on a tray with a cloth. Dessert
cutlery is adjusted after the main course has been cleared.
If a guest does not order a main course the cutlery remains on the table
until the table is cleared.
You have to be aware of what needs to be adjusted as you will have a
copy of the order.
 SILVER SERVICE
Adjusting the cover – You may have to
* Remove cutlery for courses that have not been ordered
* Exchange cutlery if necessary – swap a main course knife for a
steak knife if steak has been ordered
* Add suitable cutlery if necessary – if there is no soup included
in the cover but the guest orders a soup, you need to add a soup
spoon
 SILVER SERVICE
Spills in general are to be avoided at all costs.
But……………
What if one happens?
Apologize to the customer, be sincere, even if it is not your fault.
Clean up the mess efficiently, without causing a scene or disrupting the
party.
Offer to launder the guest’s clothes if necessary.
Follow up with the customer. Look for a way to ‘WOW’ your guests in
the way you handle the problem.
 SILVER SERVICE
Points to remember
* Pay attention to detail. It leads to perfection.
* Prior planning makes things easy
* Work closely with other departments – housekeeping,
maintenance, kitchen, etc.
* Ensure beverages are stored at the right temperature and
ready for service
* Ensure trays, plates, extra cutlery and glasses are available in
the panty or back area
 CARVING
MEAT
• Allow enough time before serving for cooking and for stand time
before serving
• Recommended stand time for large cuts of meat – roasts, turkey and whole
chicken is 10 to 20 minutes
• Stand time allows meat to finish cooking. It is easier to carve meat
after standing. If meat is carved right after cooking, it will lose juices
and flavor
 CARVING
* The meat should be placed on a large cutting board with a well at one
end to hold the juices
* You need a long sharp carving knife to slice the meat and a long
handled meat fork to hold the meat steady
* The meat should be sliced into equal portions
* Cut cleanly and neatly – your movements should be swift and
accurate
 CARVING
CARVING/FILLETING FISH
* You may use a fish knife and a spoon or fork
* Get rid of the spine (the sides of the fish)
* Remove the skin (if applicable)
* Cut the tail and the head away
* Make an incision down the center of the fish from the head towards
the tail
 CARVING
CARVING/FILLETING FISH
* Remove the top fillet and place it carefully on a clean plate
* Remove the backbone
* Cut the bottom fillet lengthwise into two
* Place it on the plate
* Garnish the dish and serve it to the guest