Vocational Training:
Butler Training (1/2 Day
Training)
By Dr Justin Matthew Pang, D.HTM, CHA, GMP
Agenda
• The Butler
• Verbiages to Use to the Guest
• Escorting and Rooming
• When the Guest is In or Out of the Room
• Packing
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The Butler
Who am I?
By standing up straight and looking at guest I am showing guest that I am confident
Focussing on the guest in my working area shows that I am ready to help and assist them
My uniform is in perfect condition and looks good
My personal grooming of hair, hands, face, shows that I care about my appearance
The jewellery I am wearing is minimal so that it does not get in the way or hinder me when serving
The words and phrases that I use when speaking to guest make the guest feel comfortable and relaxed when we talk with them
When I am serving my guest I represent all the service staff of my hotel
To the guest I represent ABC Hotel
I am happy looking after you my guest
I want you the guest to have a good time
Your satisfaction is important to me personally
I have been well trained and know what to do
I am a member of the Butler
Service Team
3
The Butler
• This type of service is very intrusive to guest.
Each department stays in their box and do not
communicate to other boxes. Staff only take
responsibility for the guest when the guest is in
their box. All the boxes are uncoordinated, yet
each is providing service to guest. This is the
system that is employed by most hotels. This
type of system cannot provide the guest with
outstanding service
• Let the Butler Take Care of the
Guest’s Residential Needs
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The Butler
• Advance Information and Planning • How did they book
Before we begin to look after guest we should ask ourselves several • Have they stayed before
questions so that we are sure we are in the right frame of mind to care
for the guest and that we understand what the guest wants from us. • What are their expectations
• Is the guest a tourist or on business • What are their expectations based on
• Why did they choose this hotel • Where are they coming from
• How long are they staying • How did they travel here
• What type of accommodation have they requested • At what time will they arrive
• How much are they paying for room • Have we any personal information about them
• Are they on a package • Do they have any special requests
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The Butler
• Can we meet their requirements on arrival
• When we ask these questions and gain as much information before they
arrive we are in effect already beginning to look after them.
We are ensuring that we have from whatever source, as much information as
possible to take care of their immediate needs when they arrive.
Based on the information we can begin to put into place all that we need to do to
take care of that particular guest and meet their expectations as soon as they
arrive in the hotel.
6
The Butler
• The butler role is to be as discreet as possible
• You are known by many names : The Butler, the Valet, the
Maître d’Etages (Maitre-day-tarch)
• You and only ONLY you will be mostly interacting with the
guest on the Floor. You should be the only one entering
the guest room. You operate from the Pantry mostly
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The Butler
• Verbiage of the Butler
o No longer do you use common words
o Small chat is necessary, especially along the corridors and
lifts
o Attend to detail and knowing the likes/dislikes and habits of
your guest and their names
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Verbiages Used by the Staff
• Use words that make the guest feel that they have made
the right choice in selecting the hotel
• Guest all want to be pampered
9
Customer Service
Escorting and Rooming
What is Escorting & Rooming?
• Escorting and Rooming is the personalised service of
showing of the guest to his rooming and introducing him to
facilities of his room and the hotel (after check-in)
• It is also about building rapport with the guest
• It is also to enhance the image of the hotel
Expectation of the Team-Members
• To be able to successfully escort / room a
guest, meeting the hotel’s and guest
requirement
Segments of the Training
• Escorting the Guest to the Room
• Meeting guest in the lifts and corridors
o Meeting other butlers on the floor without the guest
• Handing-Over to the Room Valet
• Rooming a Guest
Escorting
• Offering the Guest to Escort
• Offering of Luggage
• Leading the Way
(a) Carrying of bags / personal items
(b) Distance
(c) Anticipate!!! Doors & Lifts
(d) Small chat, History, Hotel facilities
Handing Over to the Valet
• Be attentive
• Introduce the Valet / Hand over the key
• Opening of the Door
• Luggage
• Developing a system / standard verbiage between
Rooming
• Offer the guest whether he needs an introduction to the room.
• If No, inform the guest about the you will attend to them later if
needed.
• If Yes, proceed to show them the room
• Offer any unpacking services / welcome drinks
• Offer services if needed later
Guest in Room or Out of Room?
• Place a tooth pick at the base of the closed door
o If the guest is in, place it at the ‘front’ of the door
o If the guest is out, place it at the ‘hinges of the door
o Ensure that the toothpicks are the same colour as the door
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Guest in Room or Out of Room? (1)
• Is the Guest In or Out?
Toothpick is
found to
have fallen!
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Guest in Room or Out of Room? (2)
• Is the Guest In or Out?
Toothpick is
found to have
19
fallen!
Packing
• (see notes)
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