Unit 6, butler service

Butler service- types of butler-qualities of butler- job description of buter

1. , Butler Service .. Sagun Raj Giri

2. Content Introduction Traditional and modern concepts of butler Qualities of Butler Pantry Setup and Service Methodology

3. introduction Butler service is a personalized service offered by hotel to the guests. Butler is a service personnel who is responsible for looking after guest needs . Concierge staffs looks after needs outside of rooms such as booking cinema , reserving spa, delivering guest’s things but butler is responsible for both the needs inside of the room and outsides of the room. Butler department falls under front office.

4. All the guest requirement is fulfilled by butler staff as of being Personal assistant to the guest. All he butler staff need to have extensive knowledge of total hotel operation as they need to perform all the task and insure the guest satisfaction. Butler staffs need to have knowledge of Food and beverage service, all the reservation procedure, laundry procedure, and many more. More precisely it is kind of service where guest’s all the needs(Meals, laundry, Amenities, travel information, various bookings) are looked after by a service staff(Butler ). Many hotels provides single butler for it’s VIP,VVIP, Villas and Suits guests. It is 24Hrs service St.Regis Butler service is the Signature service of the brand. Go and check the link below for better understanding. https ://www.youtube.com/watch?v=L-BsfdjqzGo

5. Types of Butlers Traditional Butler Modern Butler Female Butler English Butler Hotel Butler

6. Traditional Butler The first thing that comes in mind when people think of butlers, is the Traditional Butler. A multi-skilled service professional – the Traditional Butler stands out for his ‘invisible presence’. Understanding the needs of the Principals before they realize them and providing service accordingly. In some cases, the Traditional Butler can be seen as the highest servant of the household, being left in charge of the male staff and junior butlers. Mostly classically  trained at a Butler or Service School, this butler is similar to the ones portrayed in British television series and films.  In most cases, this butler will be male, wearing a classic Butler suit. The Traditional Butler will have excellent knowledge of silver service , reception and etiquette, and therefore will be the first person the Principals, and their guests will be greeted by when entering the house. He will be in charge of service for more formal occasions and parties, as well as day-to-day service of food and beverages. With an excellent knowledge of wine-pairing and and spirits, the Traditional Butler will oversee the wine cellar and pantry. The Traditional Butler will also have knowledge of clothing and wardrobe management and can act as a Valet when needed

7. Modern Butler The Modern Butler can come from many different backgrounds and does not wear the traditional butler suit. This butler has a wide variety of skills and can take on many different roles – household manager, domestic staff manager, payroll, chauffeur, etc. The Modern butler can manage and organize maintenance of the house, be in charge of complete building projects, schedule flights and book holidays. With different backgrounds, some Modern Butlers come from a military or professional sports background – with skills they can apply in their day to day Buttering role. Exciting sports events and adventurous trips are often  organized and led by the Modern Butler. He can source the best restaurants, bars, and nightclubs and will have a wide network they can source to make sure the Principals are getting entrance to the right events at the right times. Besides this, Modern Butlers will be trained in and knowledgeable of silver service. They can organize events and parties and make sure that on the night everything is running smoothly – including being part of/head of the service team

8. The Female Butler is a versatile and unique service provider – who can cover many areas a Traditional or Male Butler sometimes cannot cover. Besides her service skills, the Female Butler is remarkably suited to act as a confidant or companion for a female Principal. The Female Butler can accompany Madame on travel, shopping, and introduce her to the social scene of new cities and countries. Many Female Butlers have excellent knowledge of fashion and well-being; she will act as a wardrobe specialist, advising on style, material, and the latest fashion. Her excellent contacts in the fashion industry will ensure Madame and the rest of the household is up to date with the latest designer items. Female Butlers can also act as an excellent double role for childcare – many have a background in childcare and can help out with day-to-day duties, assisting children with homework, caring for babies, or advising on routine and feeding. With a great eye for details, many Female Butlers step in to help out with Housekeeping. She can be in charge of the housekeeping staff, help out with upkeep and maintenance of the property, and make sure the complete house and interior is in excellent condition.

9. English Butler The English Butler serves an marvelous purpose for international families looking to add that ultimate British touch to their household. The English Butler will speak the Queen’s English, will be educated and specialized in English culture, habits, and history. The English Butler can act as an educator of British etiquette and style, help international children with perfecting their English, and assist parents into getting their children the best British education. The English Butler can also provide a very comforting ‘home away from home’ feeling for English and British families residing abroad. The English Butler with his typical English ways will provide that English feeling, and will add English touches to any overseas household.

10. HOTEL BUTLER The Hotel Butler typically has a service background in the hotel and/or restaurant industry. This Butler will have excellent training in silver service, be highly skilled in presentation and reception, and has outstanding knowledge of food, wine-pairing, and spirits. The Hotel Butler is there to offer you a more personalized and completely catered-for experience during your travels and will make sure your stay will be an unforgettable one. Although most Hotel Butlers will work in the restaurant and bar sections, higher end hotels do offer private butlers for their guests. These Butlers are generally available 24/7 to cater to any of the guest’s needs or wishes. Hotel Butlers have a wide network in the cities they work, and will be able to source shopping, clothing, or any other items the guests require. They will assist in the packing and unpacking of suitcases, manage and maintain the wardrobe throughout the guests stay, and can advise on places to visit, restaurants to go to, and arrange bookings accordingly.

11. Some of the task of a Butler Greet incoming guests Serve meals and drinks Be knowledgeable about wines, mixology , and gourmet cuisine Arrange formal table settings Manage the interior of the Room Oversee the housekeeping staff Oversee the maintenance staff Prepare meals in lieu of a chef Providing prompt service.

12. Qualities Of Butler There are lots of qualities that one need to possess to be a great butler. Some of the important qualities can be summarized into 5 and they are-

13. 1.Adaptable A butler wears plenty of hats- personal assistant, fron of house, silver service professional and household staff manager. They need to be incredibly versatile , often transitioning from one responsibility to the other in quick succession.

14. 2.COMMUNICATIVE A household butler can be required to work both autonomously and as a team. They need to be able to adept their tone and language in different situations- for example, when laising with principals and guess, other members of staff and external suppliers .

15. 3.ORGANISED With such a wide range of responsibilities, butlers are required to be extremely organized. From overseeing large events to packing luggage and managing staff, they must steer tigh sheep, ensuring the smooth running of all the processes.

16. 4.DISCREET A fantastic butler should be like a shadow-rarely noticed, but always there. Staying discreet is a matter of honor as they are often the only staff members that remaining the room with a principal and guests.

17. 5.ATTENTION TO DETAIL Whether it’s polishing silverware, setting a table or organising a principal’s luggage, a butler must have an exceptional attenion in detail. They should be also be able o act proactively, acting on a principal’s request before they actually ask.

18. Job Description for Butler in a Hotel Position Title:  Butler  Reports To:  Lounge Manager / Head Butler Position Summary: A butler primarily serves as a key point of contact for Guests and VIP Guests throughout their stay at the hotel, He / she should be fully conversant with all services and facilities offered by the hotel and also about the local vicinity.  Serves food courses and alcoholic beverages to guests, Also Provides a courteous, professional, efficient, flexible and personalized service at all times. Always well groomed, clean, pleasant and creating renowned memorable experiences for the guests.

19. Butler Duties and Responsibilities: Take care of all VIP suite room guests and coordinate with all concerned departments to fulfill guest needs and requests. Fully aware of the Room Service and other outlets menu, answers questions on menu selections, communicates with the kitchen regarding menu questions and product availability. Keeps concerned departments informed about the guest allergies and food preferences. Update the hotel software with guest preference, likes and dislikes on to the guest profile section. Follows all the guest needs until they are completed to the total guest satisfaction. Welcomes the VIP guest at Porte cochere and other guests availing butler service. Serves welcome drinks and escorts the guests to their assigned rooms .

20. Conducts the in room check-in process in a fast and efficient manner, following all the standards and also liaising with bellmen for luggage delivery. Takes care of the guest's requests and liaise with respective departments: laundry, wake up call, spa bookings, concierge and any special requests etc. Knowledge of using the point of sale software, Property management software and any other system or software to perform the duties. Able to perform software operations like check-ins / check-outs, update profile, room reservations, requests, apply payment, verify and adjust billing, activate room keys, process check-out etc. on the hotel software. Records transactions and order items in Point of sales (POS) system. Updates guest feedback and comments on to the GSTS or RSTS system.

21. Helps monitoring the stock inventory and to follow up on pending issues with the tracking system and store requisition forms. Checks in with guests to ensure satisfaction with each food course and/or beverages. Informs housekeeping department the time desired for the daily cleaning and turn-down service. Fully conversant with accommodation features: lay-out, room type, location, decor, in room facilities and equipment. Fully aware of operating procedures for all electrical and electronic equipment in the guest room. Serves the guests in a calm, discrete and courteous manner, respecting timing standards. Supports the other departments such as Front Desk, Housekeeping and Room service with their duties. Picks-up trays and clean tables as needed to ensure a clean dining area. 

22. Maintain cleanliness of work areas, china, glass, etc., throughout the day. Performs all his/her duties with the sense of priority and dedication. Hosts and welcome all guests in a gracious and polite manner, and to have the ability to hold a conversation with the guest in a natural and spontaneous manner. Carries out checkout in efficient manner, offering luggage assistance and transportation. Wishes fond farewell to the guest at the time of departure. Takes notes of all the information, updates and instruction and giving proper handover before signing off from the shift. Understands and strictly adheres to the Rules & Regulations of the Company and the Hotel’s policy on Fire, Hygiene, Health and Safety . To attend and contribute to all meetings, Departmental and Hotel training as scheduled and other related activities. Carries out any other reasonable duties and responsibilities as assigned out of the list.

23. Prerequisites: Positive attitude and good communication skills, with excellent grooming standards. Commitment to delivering a high level of customer service. Flexibility to respond to a variety of different work situations and ability to work on your own. Education: 3 Years Diploma or Bachelors Degree in hotel Management specialized in F&B Service. Proficiency in working with MS office, Point of sale (POS) and Property management system (PMS) are an added advantage. Experience: Minimum 2 year’s experience at a similar level at a 5 star or full service hotel. And 3 to 5 years experience is F&B Service.