THE LEELA PALACES, HOTELS & RESORTS

PROCEDURES & POLICIES

&

S T A N DA R D O P E R AT I N G P R O C E D U R E S

BUTLER SERVICES

VERSION 1.0

(MAY 2011)
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

CONTENTS

SL CODE TOPIC PAGE NO

1 - Introduction 3

2 - Purpose 3

3 - Bliss Standards 3

4 BS-01 Checking Guest Preferences 4

5 BS-02 Preparing a Room/Suite Before Guest Arrival 5

6 BS-03 Welcoming a Guest 7

7 BS-04 Unpacking the Guest Luggage 9

8 BS-05 Packing the Guest Luggage 11

9 BS-06 Surprise Breakfast 13

10 - Annexure 13

P AGE 2 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

I NTROD UCTI ON

In a hotel the butler’s main function is to take care of guest requests, bookings, reservations, problems,
complaints, supervise and co-ordinate every service that the guest receives en suite and to ensure guest satisfaction by paying
attention to the smallest detail from arrival to departure.

The dictionary definition is “The Principal man servant of a household”. This definition remains true even
when the butler is employed in a hotel.

PURPOSE

The butler is a multi-skilled professional trained to assist all departments within the hotel. He or she is not tied to any
one department but has only one goal in mind; guest satisfaction. It is only with butler service that a truly seamless service can
be achieved, since the butler is trained to pass and act on information received from the guest or other departments concerned
with guest satisfaction.

BL I SS STA NDA RD S

1. Butler operations will be controlled by the F&B Manager in close coordination with the FOM
2. Butler service will be available 24 hours.
3. Butler service will be available on all floors. Personal butlers will be assigned as and when required.
4. Butler will present chilled fresh seasonal fruit juice / refreshing drink /non alcoholic drink to the guest within 2
minutes of guest arrival in room.
5. Packing and unpacking assistance will be offered by the butler on arrival and departure.
6. Butler will offer and explain valet/butler service to the guest, ensuring the guest is aware of the extent of facilitation
which includes:
- packing and unpacking assistance
- private dining services
- laundry valet services
- shoe shine
- concierge services
- organizing special lunch/dinners
7. Butler will ensure that the guest is informed of all key hotel services and current events.
8. Butler will hand over individual butler business card to guest prior to leaving the room.
9. Guest amenities, as per guest history, will be placed in room prior to guest arrival.
10. In case of early morning arrivals, staff will not ring any doorbell before 1100 hrs unless there is a guest request. For
other guests doorbell will not be rung before 1000 hrs. Query - Should we bring the time up to 0800 hrs for normal
guests?

P AGE 3 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

PRO C ED UR E S & PO L IC I E S A ND STA NDA RD O PE R A T I NG PRO C ED UR E S

BS - 01 : CHECKING GUEST PREFERENCES

POLICY : The butler will ensure the room is prepared as per guest preferences.

SL PROCEDURE STEPS STANDARDS

1.1 Scanning for a) If Guest preferences are not available in the PMS i)
preferences same can be learnt and accumulated through
following modes:

 Associates will go through previous butler

logbooks.

 The associate may get to know the guest better

from those colleagues who have served the
guests on their previous arrivals

 Surfing the internet and checking the guests

likings over the net(Celebrity or VVIP
guests)may also be a means to understand the
guest better.

 A preference letter may be sent to the guests

before they arrive.

 The butler may also check with other sister

hotels in which guest has stayed earlier

1.2 Updation of a) All the above information will be updated in the i)

preferences in PMS PMS guest profile preferences.

1.3 Pre-arrival a) A report of Guest profile notes will be printed by i)

preferences check evening/night shift for the next day arrivals from
the PMS.

b) All the preferences will be distinguished based on

Housekeeping, F&B or Front Office aspects.

c) Associates will make sure that all the requested

preferences will be taken care of by coordinating

P AGE 4 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

with the sub departments.

1.4 Pre-allocation of a) Associate will coordinate with room’s controller to i)

room allocate rooms prior to guest arrival.

b) The manager will update floor butlers about the

preferences in the respective shift briefings and the
blocked room number ( as per their shift arrivals )

1.5 Room check a) The manager will check the room prior to arrival of i)
the guests.

BS - 02 : PREPARING THE ROOM/SUITE BEFORE GUEST ARRIVAL

POLICY : Associates will provide the guest with a flawless product so that the guest is not disturbed during his stay.

SL PROCEDURE STEPS STANDARDS

2.1 Pre-arrival briefing a) Managers will update the butlers with the i) Bliss: Guest amenities, as per
preferences of the guests. guest history, will be placed in

b) Butlers will make sure that all the preferences will room prior to guest arrival.

be set in the guest room by liaising with respective

sub departments.

2.2 Liaison with a) Front Office i)

departments
 The associate will check for time of guest
arrival.

 He/she will check on the guest flight detail or

any other transfer details.

 The associate will check whether guests are

arriving through hotel car or individual
transfers

 Name of the guest will be verified.

b) Housekeeping

P AGE 5 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

 The room will be completely set and clean

prior to guest arrival.

 All extra beds and baby cots will be pre-placed

as per the reservation details.

c) Bakery

 Cookie and chocolate amenities will be ready

and placed.

 Personalized amenities for VVIP guests will be

placed

d) Garde Manger

 All fruits placed in the room will be fresh and

invitingly arranged.

e) Engineering

 All room faults and technical glitches will be

taken care of or fixed prior to guest arrival

 If non-rectifiable then rooms control will be

informed to block another room.

2.3 Room check a) The manager will check the room to ensure that all i)
the preferences are met.

b) All the electric appliances will be in perfect working

condition.

c) The associate will ensure that no lights are fused in

the room.

d) The cookie and chocolate amenities placed in the

room will be up to the defined standards. (cookies
are fresh, intact and as per cookie of the day,
Chocolate amenities will be fresh, intact, untouched
and not melting)

e) The freshness, color and shape of the fruits will be

checked before placing in the room/suite.

f) Arrival amenities will be placed inside the

rooms/suites at least two hours prior to arrival of

P AGE 6 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

the guest.

g) Pre arrival preferences and amenities will be set in

the room as per the following:

 No. of guests staying in the room/Suite

 Special request/ Instructions etc.

 Newspaper/Magazine preferences

2.4 Pre-arrival bookings a) The associate will check whether guests have made i)
and appointments any restaurant bookings prior their arrival and
reconfirm the same with respective restaurant along
with the seats.

b) He/she will also check whether guests have made

any spa bookings prior their arrival and reconfirm
the same with respective Spa along with the name
of the treatment.

c) The butler will check whether the guest has any

business meeting and personally check with the
banquets about the respective arrangements.

d) The butler will check whether hotel has any

belonging of the guest from previous stay and same
will be delivered in the room/suite prior to guest
arrival.

BS - 03 : WELCOMING A GUEST

POLICY : All guest will receive a warm and authentic welcome at all times

SL PROCEDURE STEPS STANDARDS

3.1 Arrival preparation a) On receiving the second call from the chauffeur i)
indicating guest arrival, depending upon the
distance of the guest from the hotel, the butler will

P AGE 7 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

starts preparing the welcome drink and cold towel

for guest welcome.

3.2 Welcoming the guest a) Butler will stand outside the door of the i) Bliss: Butler will present chilled
suite/room with gloves on; welcome drink and fresh seasonal fruit juice /
cold/warm towels. refreshing drink /non alcoholic

b) The butler will always maintain an erect posture drink to the guest within 2

and a smile. minutes of guest arrival in room.

c) The butler will greet the guest with the standard

phrase, “Good (time of the day), (Guest name). Welcome
to (Hotel name).”

d) The butler will offer the welcome drink to the guest

and cold towels, first to the lady and then to the
gentleman.

e) Some VIP guests have different salutations; the

butler will know it before their arrival. Eg. Heads of
State, Members of the Royal family, Members of
the armed forces etc.

f) Butlers will avoid shaking hands with a guest unless

the guest initiates a hand shake. Butler needs to
take off his gloves before a hand shake with guest.

3.3 Introduction and a) The butler will introduce himself/herself to the i) Bliss: Butler will hand over
orientation guest and offers them a personal business card, individual butler business card
requesting them to contact the butler in case of any to guest prior to leaving the
need. room.

b) The butler will also show the guest around the ii) Bliss: Butler will offer and
room and introduces them to the room facilities. explain valet/butler service to

c) Also, the extent of butler facilities will be explained the guest, ensuring the guest is

to the guest. aware of the extent of

facilitation which includes:
- packing and unpacking
assistance
- private dining services
- laundry valet services
- shoe shine

P AGE 8 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

- concierge services
- organizing special
lunch/dinners.

BS - 04 : UNPACKING THE GUEST LUGGAGE

POLICY : The butler will unpack the guest belongings and place all items in an organized and tidy manner.

SL PROCEDURE STEPS STANDARDS

4.1 Placing of luggage a) The butler will check if all pieces of luggage have i) Bliss: Packing and unpacking
been delivered to the room. assistance will be offered by the

b) If not, the butler will co-ordinate with the bell desk butler on arrival and departure.

for the baggage delivery.

c) The manager will be informed so that he will be

able to send extra help to take care of the other
guest request on the floor as well as to overlook
and assist in the unpacking.

4.2 Opening the luggage a) The butler will check with the guest for any code or i)
keys or locks on the suitcase.

b) All bags will be unlocked in front of the guest.

4.3 Unpacking the a) All pieces of clothing will be separated as per the i)
luggage gender. The items will be hung, placed in the
wardrobe separately as per sequence for the ladies
and gentlemen.

b) The butler will ensure all hanging items are

arranged as per the length e.g. all long dresses on
the outside and all smaller garments towards the
Centre of the rail.

c) All shoes will be placed parallel to each other at the

bottom of the wardrobe ensuring they do not
touch the long clothes and will be kept aside if

P AGE 9 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

they need polishing.

d) All stationary will be placed on the writing table.

e) All small folded items will be placed on the shelf

separately.

f) All the undergarments will be kept separately in

drawers.

g) The toiletries bag will be placed in the bathroom;

toiletries will not be unpacked unless advised by the
guest. If guest permits to open their toiletries then
all cosmetics and dental/ bath items will be placed
in the bath room on a clean and ironed linen cloth.

h) Any electronic items will be kept on the bar

desk/business desk.

i) Ties and Belts will be hung on the tie rack in the

wardrobe.

j) All the suitcases and empty bags will be placed on

the luggage rack. The butler will also inquire with
the guest if they require packing assistance at the
time of their departure.

k) If there are more than one guest staying in

room/suite, a note will be kept in the bags by
mentioning name of the guests in their luggages.
This process would allow the butlers to pack
respective guest clothes in the assigned luggage.

l) The butler will keep aside the clothes and shoes

that need processing and check with the guest if
he/she can have it processed.

m) The butler will explain the way the belongings and

clothes have been arranged to the guest.

n) If the guests are out while performing unpacking

services, the door will be left slightly open for the
guest to see where the garments are placed.

4.4 Hand over to next a) If guest checks in late night a log will be left for the i)

P AGE 10 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

shift next shift butler to offer unpacking service.

b) The butler will make relevant entries in the log

book and on the information board about the guest
preferences for packing/unpacking.

BS - 05 : PACKING OF THE GUEST LUGGAGE

POLICY : The butler will pack the guest belongings in a professional and orderly manner.

SL PROCEDURE STEPS STANDARDS

5.1 Packing service a) The butler will offer packing service when the guest
is about to check out the next day or later during
the day. If unpacking assistance was already given,
the butler will remember if the guest had asked for
packing service or not
i) Bliss: Packing and unpacking
assistance will be offered by the
butler on arrival and departure.

b) The same will also be referred by the butler in the

log book.

c) If packing is required, the butler will ask the guest

when would be appropriate time for the service.
The butler will take all required items for packing
like butter paper, shirt boards, scissor, permanent
marker, plane plastic bags, Leela lace, Thank you
card, extra laundry bag, etc.

5.2 Check with guest a) The Butler will check with the guest all the i)
necessary instructions as to how they want their
bags to be packed. The butler will also check if the
guest wants to leave out any clothes to wear for
their travel.

b) If there are more than one guest staying in the

room, the butler will refer to the note which was
placed in the guest luggage while unpacking to

P AGE 11 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

identify which clothes need to be packed in which

luggage.

5.3 Packing of luggage a) By removing and sorting all items as per the type. i)
All items will be removed from the wardrobe and
all clothes will be arranged as per type. All gents
and ladies items will be separated prominently.

b) All hanging items will be neatly folded avoiding

creases and folds.

c) The butler will then follow the sequence of

packing. All clothes will be folded by using butter
paper. Heavy items will be placed at the bottom,
all light and small items on top.

d) The shoes will be packed in the guest’s personal

shoe bag (if available) or else in butter paper
ensuring that the sole does touch with other items
in the baggage. Introducing the special shoe bags
Shoes in shoe bags placed at the corners of the
suitcase, suits and jackets on the top.

e) All soiled clothes will be packed in a separate bag

and kept in the suitcase.

f) A layer of butter paper will be placed on the top

and the guest will be requested to have a look at the
packed suitcase.

g) The butler shall explain how the suitcase was

packed before finally closing the suitcase. A final
check through all the drawers, wardrobe and all
areas of the room/suite will be done to make sure
that there are no guest belongings left.

5.4 Reminder to guest a) The butler will inform the guest to remember to i)
take all valuables from the safe.

b) The travel clothes will be kept aside and will be

pressed after taking guest permission.

5.5 Guest packing a) The butler will enter all information about the guest i)

P AGE 12 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

preferences preferences for packing/unpacking in the PMS, so

as to ease the packing process at the time of
departure for all future visits.

BS - 06 : SURPRISE BREAKFAST

POLICY : The butler will provide a packed breakfast to guests departing early in the morning.

SL PROCEDURE STEPS STANDARDS

6.1 Identifying guests a) The night Butler/TL to analyze the early i)

morning departures according to their
time of departure.

6.2 Co ordinating with a) Co-ordinate with Kitchen & private Dining i)

departments to arrange the number of breakfasts as per
the total number of guests.
b) Surprise Breakfast consist of seasonal
Juice, bakery basket, tea/coffee as per the
preferences.

6.3 Setup and delivery a) Setup for the breakfast needs to be done i)
on continental tray.
b) Deliver the surprise breakfast 15 mines.
before their departure time in their room.

A NNE XURE S

P AGE 13 OF 1 4
THE LE E L A P AL ACE S, HO TE LS & R E SOR T S P &P A N D SOP

P AGE 14 OF 1 4