Introduction
of
Butler Services
in
MAYFAIR
Butlers
Star Hotels & Resorts offer Butler Services for Guests in Rooms or
Suites as a Bespoke or Personalized Services.
It is a Luxurious touch to have One-On-One Service from a
Dedicated Individual.
Hotel Butlers look after the needs of Guests within their Rooms
involving tasks such as F&B Services, Un Packing Luggage &
Assistance, while a Concierge is responsible for any Guest
Requirements Outside the Room like Restaurant Reservations &
Booking Shows or Tickets.
Developing Butler Program @ MAYFAIR

Target Segment

Selecting Butlers

JD of Butler

Job Profile of Butler

Work Flow of Butler Service

Butler Service Set-Up

Training of Butlers
Butlers @ MAYFAIR - For Whom?

Villas – By Default

Head of Nations – Presidents, PM’s & Royalties

Governor’s & Central Cabinet Ministers

Chief Justices of Supreme & High Courts and Supreme Court
Judges

VVIP’s & CIP’s

On Demand – Chargeable Service @ Rs. 5,000 + Taxes per day
Selecting Butlers
Pre-Requisites of Butlers

Positive Attitude & Good Communication Skills

Excellent Grooming Standards

Commitment to Deliver - A High Level of Guest Services

Flexibility to Respond under Different Work Situations

Ability to Work on Own
Education

3 Years Diploma or Bachelor’s Degree in Hotel Management with
Specializaton in F&B Service

Proficiency of Working with MS Office, Point of Sale & PMS
Experience

Minimum 2 years’ Experience as Butler in 5 Star or Full Service
Hotels

And 3 to 5 years’ Experience in F&B Service
Critical Attributes of Butler

Trustworthy & Loyal

Technically Competent & Detail Orientated

Helpful, Gracious & Discrete

Professional in Appearance & Performance

Able to Anticipate & Organized

Dignified, Flexible Personality, Well Composed & Humble

Healthy & Energetic
Butler Etiquettes & Aplomb
 Must Know & Practice - Good Manners & Etiquettes
 Master in Etiquettes Associated with Responsibilities
 Ability to Resolve & Manage Awkward Circumstances
 Preserving Dignity of Others & Occasion
Butler’s
Professional Code
of
Ethics

Integrity
 Always acts in the Best Interest of Employer
 Maintains the Highest Level of Professional Standards

Service
 Serve Guests as they Choose to be Served

Confidentiality
 Keep Confidences regarding Employer, Guests & Other Employees

Probity
 Abide by Highest Ethical, Moral & Legal Standards

Dedication
 Diligently Perform Duties
 Activities Outside Work should also reflect Personal &
Professional Integrity
 Personal & Professional Development
 Ability to Improve and Enhance Personally & Professionally
 Increase Service Knowledge & Skills through Formal Training

Respect
 Possess Strong Foundation of Mutual Respect
Knowledge
&
Skills
On Resort / Hotel & Local Orientation, Butler should •
Have Knowledge of Local Area Information
•
Possess Knowledge of Resort / Hotel / Spa & Facilities
•
Be Knowledgeable about Spa Products & Menu
•
Be able to Describe Facilities of Suite / Villas in a Professional Manner
•
Keep themselves up to date on Current Activities in the Hotel, City &
Country
•
Create Network of Useful Contacts
•
Be Aware of Energy Management & the Impact of Environmental Issues
•
Know Hotel Policy regarding Quality Compliances
•
Be Aware of Hotel Security & Safety Procedures
Guest Relations Skills
•
Greeting Guests with Namaskar Salutation
•
Ensures that Guests is received Warmly & Accorded Friendly Welcome /
Farewell
•
Makes his or her own Personal Introduction
•
Explains the Guests What Services a Butler Can Offer
•
Advising on Facilities of Suite / Resort
•
Opening Car Doors & Helping Guests
•
Addressing Guests, Royalty, Heads of States & Other VIP guests
•
Use the Correct Phonetic Alphabet
•
Dealing with Guests in Fast & Accurate Manner
•
Handling Guests Special Request
• Conversing with Guests
• Answering Guest’s Inquiries
• Appropriately Entering Guest Room / Suite
• Handling Guest Complaints
• Handling Guests Incoming Messages Emails & Packages
• Guiding Guest to Correct Computer, Email & Internet Access
• Servicing Guest Needs
• Handling international Guests
• Understanding Guest’s different Cultures, Moods & Emotions
• Checking Guest Satisfaction
• Understanding & Fulfilling Guest’s Needs for Security,
Confidentiality & Privacy
Job Description
of
Butler
Job Profile
of
Butler
Work Flow
of
Butler Service
Pre-Arrival
• Research Guest History & Preferences
• Communicate Amenity Request to Room Service
• Check Welcome Amenity Set-up
• Confirm the Guest Room / Suite, Transportation & Arrival Time
• Prepare Special Set-up for Babies (if any)
Upon Arrival
•
Escort Guest to Suite / Villa (unless escorted by a Manager)
•
Offer Refreshment (Welcome Drinks)
•
Accept Luggage on behalf of Guest
•
Explain Bedroom Lighting, Temperature & Safe Deposit
Operations
•
Offer to Set-up / Plug-in Guest Laptop, Phone, PDA, etc
•
Check for Laundry & Pressing Requirements
•
Offer Assistance in Unpacking & Hanging of Clothes
Upon Arrival…….
• Inquire
about
Daily
Program
including
expected
Appointments, Transportation & Dining Arrangements
• Confirm Guest preferred time for Housekeeping Services
• Explain how the Butler can be Contacted & inquire how the
guest would like the Butler to enter the Guest Room / Suite
During Guest Stay
•
Delivery of Newspapers
•
Assist with Laundry Services
•
Assist with Shoe Polishing Service
•
Prepare for any Special Occasion
•
Coordinate the following prior to Guest Retiring:
 Wake-up Call
 Morning Bed Tea / Coffee
 Breakfast Requirements
 Clothing Preparation Requirement
 Check the Guest agenda for the following day
 Any other additional assistance needed
During Guest Stay…….
• Check Lunch / Dinner & Arrange Room Service /
Restaurant Table Bookings
• Spa Appointments & Gym Usage Slots
• Arrange Transportation with the Travel Desk / FO
• Be Present & Available but not Overwhelming
Prior To or Upon Departure
•
Coordinate Departure Details with the Bell Desk
•
Arrange Transportation
•
Assist in Packing
•
Check if Transportation is Ready
•
Make arrangements for Luggage Removal
•
Check Room / Suite for Left Articles
•
Escort Guest to Lobby
•
Contact Airport Representative (if any) to assist
the Guest at Airport
•
Update the Guest History in Butler Log Book
Extra Special Care Services by Butler
•
Use of Silver Salver / Tray for Delivery of Amenities &
Appropriate Items
•
Personally Deliver Arrival / Departure Guest’s Amenity /
Gift
•
Arrange / Organize refreshing of Suite/Room whilst
Guests are out
•
Provide Daily Weather Forecast Service
•
Advise & Create Reservations within Hotel or Outside
Restaurants
•
Welcome Guests when they return to the Suite / Room
During Stay
•
Escort Guest to Lobby / Restaurant / Bar / Spa / Gym /
Business Center
•
Possess Basic knowledge of Cigars - Storage,
Handling & Lighting
•
Arrange Special Occasion Guest Set up & Services
Extra Special Care Services by Butler……….
•
Have Understanding of Festivals, Weddings, etc.
•
Arranging Flowers
•
Gift Wrapping of Purchases by the Guests
•
Handle Late Night Requests by Guests
•
Arrange Private Parties & Functions for the Guests
•
Attend Personal Shopping for Guests
•
Escort Guest till Entrance of Events / Functions within Hotel
Premises
•
Perform Other Tasks as may be required from time to time
•
Knowledge of TV, Cable, CD & DVD Player Operation,
TV to Particular Channel in advance of Guest’s Arrival
•
Basic Understanding of IT & Villa Internet Set up Skills
•
Knowledge of Other Technical Equipment in
Room/Suite/Business Center/Club Lounge
•
Care of Living Plants & Flowers in Suites/Rooms
Setting
Butler’s Service
Set Up
Butler Selection & Reporting
• Identify 10% of Existing F&B (S) Staff capable of Butler
Service & Train them
• Attach Selected Butlers to IRD / can be Requisitioned on
Demand
• Duty Roster & Duty Allocation - Monitoring by IRD Manager
Hardware for Butler Service
• Pantry in Villa / Suites (if exists or else, can be ignored) to be
equipped with Domestic Refrigerator – 165 Liters
 Portable Microwave Oven
 TCM Set
 Domestic Juicer
 Induction Hot Plate
• Storage Cabinet with Lockable Doors for Stacking -
 CCG for 6 Pax Dining
 Assorted Bar Glasses
 Table Appointments – Cruet Sets, Flower Vases, Ash Trays,
etc.
 Service Accessories – Slavers, Trays, Platters, Hollow
Ware, Ice Buckets, Wine Chillers, etc
 F&B (S) Linen – Cloth Napkins, Table Clothes, Runners,
Waiter Cloth, Wipes, Dusters, etc.
• Mobile & Visiting Cards–
 An Official Smart Phone under Minimum Plan with
Internet Facility to be provided to Butler On Duty
 Pre-Printed Butler Visiting Cards with blank space for
Name & Mobile No. to be provided to Butlers which can
be filled up & shared with Guests for communication by
Guests in case Butler is needed in emergency.
Sample…..
SOP for Butler Service – Under Development
Action By:
•
Prepared by Mr. Bibek, Manager F&B, Lagoon - 15.04.2021
•
Supervised by Mr. Bikash, RM, Goa - 20.04.2021
•
First Approval by Mr. Dhiman, VP (O), Odisha - 25.04.2021
•
Final Approval Sr. VP (O) – 30.04.2021
•
Target Date of Implementation – 01.05.2021.
Butler Training
Skills - Hotel Butler should be Trained in
•
Food & Beverage Services
•
Table Management
•
Etiquettes
•
Meeting & Greeting
•
Packing & Unpacking of Suitcase(s)
•
Personal Presentation & Hygiene
•
Interaction with Guests, dealing with difficult Guests & Unusual
Requests
•
Hotel Hierarchy and Structure
•
How to Prioritize?
Butler Training Course Modules
•
Module 1: Service Etiquette





•
Etiquette & Service
Language Excellence
Service Training
Silver Service Training
Table Management
Module 2: Hygiene Standards




Personal Hygiene
Food Hygiene
Maintenance of Cutleries, Crockeries & Glassware
Pantry Hygiene
• Module 3: Personal Presentation




Grooming Standards
Body Language & Eye Contact
Meeting & Welcoming
Posture & Dress Code
• Module 4: Communication Skills
 Inter-Departmental Communication
 Taking Orders & Messages
 Secretarial Services
• Module 5: Wardrobe Management




Packing & Unpacking
Assisting with selection of Clothing for Special Occasions
Valet Services
Laundry Management
Module 6: Housekeeping Protocol




Room Supplies & Amenities
Mini-Bar Arrangement
Room Ambience
Special Requests
Module 7: Wine & Cellar Management






Wine Selection & Storage
Food & Wine Pairing
Temperature Control
Bar Equipment & Control
Stocking & Inventory
Serving of Wines, Other Drinks & Cigars
Module 8: Service Professionalism





VIP Guests
Be The Best You Can
Taking Pride in Service
Cultural Differences
Expect the Unexpected
Module 9: Administrative Functions




Record Keeping
Maintenance Management
Co-ordination with Service Providers
Travel Management & Concierge