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Hotel Butlers, The Great Service Differentiators, by Steven Ferry
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ASK NOT WHAT THE BUTLER DID, BUT WHAT HE CAN DO FOR YOU We all know the cliché from the movies and board games about the butler doing it, but what was it the butler did? In the hotel environment, the butler can be a failed experiment or a service facility that commands high-rack rates and keeps occupancy rates at 100%. Where the butler fails in hotels, it is because he is cast in (frankly) degrading-to-the-profession roles such as "bath butler," "fireplace butler, "technology butler," "baby butler" (who provides rocking chairs and watches children), "dog butler," "ski butler," and "beach butler." The idea being that anything offering superior service in some small area is called a "butler" in an effort to siphon some of the prestige of the profession. At least when the term valet was extended to "dumb valet," that furniture item upon which one lays out clothing for the following day, there was no pretense that this was the real item. Fortunately for the profession, the public were not fooled or taken in by these "dumb butlers" and the practice has faded relatively rapidly-before it could sour the public mind on the concept of butlers in hotels. Fortunately also for the butlers working in top hotels around the world, who do justice to the profession, and the hotel managements who have recognized the value butlers bring to the bottom line and the repute of their establishments. In an industry that is completely premised on the idea of service, and in which service is a key differentiator, it's a no-brainer to institute butler service. Butlers have always represented the pinnacle in service quality. This book will go a long way toward bringing about and keeping on track a butler program. When used in conjunction with standard on-site training, it will cement in place a very successful butler service that will - Allow rack rates to be raised - Create a loyal following of repeat visitors - Enhance word of mouth - Increase new business - Raise service standards throughout the facility. All of which make the investment very sound. If you would like to become a butler in a hospitality setting, or think your hotel, spa, resort or private villa could benefit from an honest-to-goodness butler program, read this book.
- Sales Rank: #2712334 in Books
- Published on: 2009-03-12
- Released on: 2009-03-12
- Original language: English
- Number of items: 1
- Dimensions: 10.00" h x .94" w x 7.00" l, 1.57 pounds
- Binding: Paperback
- 414 pages
From the Inside Flap
Ask Not What The Butler Did, But What He Can Do For You
We all know the cliché from the movies and board games about the butler doing it, but what was it the butler did? In the hotel environment, the butler can be a failed experiment or a service facility that commands high-rack rates and keeps occupancy rates at 100%.
Where the butler fails in hotels, it is because he is cast in (frankly) degrading-to-the-profession roles such as "bath butler," "fireplace butler, "technology butler," "baby butler" (who provides rocking chairs and watches children), "dog butler," "ski butler," and "beach butler." The idea being that anything offering superior service in some small area is called a "butler" in an effort to siphon some of the prestige of the profession.
At least when the term valet was extended to "dumb valet," that furniture item upon which one lays out clothing for the following day, there was no pretense that this was the real item. Fortunately for the profession, the public were not fooled or taken in by these "dumb butlers" and the practice has faded relatively rapidly—before it could sour the public mind on the concept of butlers in hotels. Fortunately also for the butlers working in top hotels around the world, who do justice to the profession, and the hotel managements who have recognized the value butlers bring to the bottom line and the repute of their establishments.
In an industry that is completely premised on the idea of service, and in which service is a key differentiator, it’s a no-brainer to institute butler service. Butlers have always represented the pinnacle in service quality. This book will go a long way toward bringing about and keeping on track a butler program.
When used in conjunction with standard on-site training, it will cement in place a very successful butler service that will
- Allow rack rates to be raised
- Create a loyal following of repeat visitors
- Enhance word of mouth
- Increase new business
- Raise service standards throughout the facility.
All of which make the investment very sound.
If you would like to become a butler in a hospitality setting, or think your hotel, spa, resort or private villa could benefit from an honest-to-goodness butler program, read this book.
About the Author
Steven Ferry, born and raised in England, has published more than twenty books since he began his writing career. Prior to that he worked as a butler, and before that, as a teacher. He now lives in Florida and New Mexico with his wife, where he continues to write, teach and consult.
Most helpful customer reviews
6 of 6 people found the following review helpful.
A very practical guide
By Werner Leutert
Mr. Ferry has produced a handbook for training Hotel Butlers that can be used in a wide variety of hospitality venues from large properties with numerous suites served by butlers to smaller boutique resorts and spas offering butler service in very intimate settings.
The objective of this manual in all of these situations is to train and promote great service and inspire butlers with attitude, skills and focus to wow guests as though they were being served in their own homes.
First there is the discussion of butlers in a historical context and their evolution from servants to professionals over the years. The hotel butler is in a different role than the single family butler because multiple guests replace single employer as the central focus of service. The purpose of the butler remains the same " to smooth the lives of those who he or she serves" Understanding this role is key, and Mr. Ferry then moves on to the skills that enable the butlers to execute their mission with efficiency.
Skills involved include how to handle many of the more common situations that arise in terms of etiquette and navigating the "sticky wickets" or complicated situations that often arise. Then there is excellent discussion of some of the systems that are used for butlers to communicate effectively- the white board, the passport, the radio systems and protocols. Packing and unpacking, shoe care, laundry, setting the table and serving the proper English tea are but some of the many details of the butler trade that are covered in expert fashion.
The book ends up with a wide range of check lists that are wonderful templates ready to be customized to the particular hospitality location. Guest Room readiness checklist, list for organizing a dinner party and a guest record form are just a few of the great organizing tools that Mr. Ferry has provided.
"Hotel Butlers, The Great Service Differentiators" is a clear guide to explaining butler service and how it can be done to a high standard by motivated professionals.
1 of 2 people found the following review helpful.
Hotel Butlers: The Great Service Differntiatiors
By Dean Thorstenson
This book was no longer available at book stores so it was a great find here at Amazon.
0 of 1 people found the following review helpful.
Very good book for those interested in providing good service.
By danaraymond
I bought this book because personal service is my business, and Mr. Ferry is a professional with a lot of experience. He writes well and provides valuable information and good anecdotes.
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