THE place to find and share knowledge and
information that brings us together: our passion for service from the heart!
³ Developments in
the hospitality and real estate
happy to learn that the development of Butler Service in the hospitality
industry as well as the real estate is going fast. It is a pleasure to know
that management acknowledges and appreciates the need of this service more, as
a necessity to pamper their guests and owners.
not think too lightly about this service as it is not something that ‘stands’
overnight. It takes total commitment of the organisation as a whole:
management, all departments and all staff. Butler service can not be executed by ‘an
island’ on its own. Not many managers realize this as from experience I have
noticed that it is very hard to convince them that a stand alone training is
not the final step. It is only the beginning to make it happen for the guest and
Butlers is one of some of those companies totally dedicated and focused on the
wellbeing of the guests and employers. It is not only involved in hospitality
but in private environments as well. Through this focus International Butlers
is able to combine traits, visions and to create that unique match that supports
the organization to be ready to provide the best.
³ Hidden treasures
passion is to give personal service with a heart, we have an eye for this. Not
necessarily we have to look for it in 5-star hotels. Some even call themselves
7-star hotels. I’m always wondering what this is. Those I have been made myself
familiar with out of curiosity do not display anything special to me. Obviously
I misread the ‘stars’. And that is a pity as from our perspective, butlers are
always looking for the next step, exceeding expectation, pampering the guest. Only
from experience and from word-of-mouse, we can learn about those hidden
treasures where service exceeds
expectations. The most recent experience I had was with Futian Shangri-La in Shenzhen, China.
Indeed, a 5-star hotel, but there I had the good feeling of staff looking for
an opportunity to really make a difference. It is a place where butlers would be
a fabulous extension of the service.
place which is in the top of most appreciated hotels is 41 in London. An absolute must for those
appreciating an environment where as a guest you feel appreciated and well
taken care off. It shows that also without butlers, service can be made iconic.
Please allow me to share the following link with you for this hotel, as I fully
support the content and as I believe it is a learning point for many of us: http://www.4hoteliers.com/4hots_fshw.php?mwi=5514
also read the report and interview on The Milestone, its sister hotel in London: http://www.4hoteliers.com/4hots_fshw.php?mwi=5582
there are these special places and I keep looking and experiencing them. It is
my passion and I feel it my obligation
to share my expertise with their management in order for them to make them even
a better place for guests to appreciate their stay and to experience the true
WOW from the heart. Please share your hidden treasure with us, so we all can
learn from it and our guests can enjoy it.
³ Suggestions for a
welcome procedure becoming predictable? Be open for a change to keep the
attention of the guest. Butlers are always looking for new ways, surprising ways to WOW the guest or the owner
for that matter, upon his or her
arrival. As you know butlers never have ‘standards’. So, there is not one way
to do this. You need to be flexible, anticipate the situation, but have your
minimum standard to go for. You can never give in on your quality and high
level of personal attention.
thing you have to do is to establish the welcome steps that best fit your
hotel, your estate. But at all cost, avoid ‘buying’ yourself into the guest
loyalty. Next time guest might expect something even more outrageous. It’s
really like kids parties. In the past we could do with some games and cake.
Nowadays we have to book kids pop-stars to perform, go to our estate abroad
where we entertain our kids friends for the whole weekend. There is nothing wrong
with this as it is something special, but butlers can do with ‘the small’
For sure it
has to do with luxury, but from a butler’s perspective we are looking for
something which is personal and a light surprise in the routine of guests
arrival. Please note that there is a difference in the setting and environment,
like a small boutique hotel, a large 5-star hotel chain, an estate an
individual private household or a private yacht. But in each of these settings,
at least we have to touch the basic human needs, whatever the cost. This
involves elements like; refreshments and relaxation. A welcome drink, a wet
towel, a massage. Just small gesture to show and appreciate the physical and
mental condition a guest might be in after travelling for a shorter or longer
private environment, people tend to appreciate more the routines, but even here
the butler has the freedom and I would suggest even the professional
obligation, to stay sharp and creative at all time.
The Netherlands: In Het Mauritshuis in The Hague, a unique private
collection is on display. You can enjoy a selection of the top Masterpieces out
of the romantic private collection of the Dutch-Flemish collector’s family Eijk
and Rose-Marie de Mol van Otterloo.
UK: Don’t miss two currently running
exhibitions in London.
The Royal Academy,
shows ‘Treasures from Budapest,
European Masterpieces from Leonardo to Schiele’. At Tate Modern you must enjoy ‘Gauguin,
Maker of Myth’