EXPLANATION

MONDAY

1. Definition of Butler :
The chief servant of a hotel/household who are in charge of other employees (FB, FO,
HK), receive guests, direct the serving of meals and performs various personal
services.

2. History of Butler :
 Greece

Slaves who were charged with the care and service of wine.
 Rome
A middle-ranking member of the servants of a great house (sometimes serve
the crown).
 Early 1920’s (following World War I)
Decline in western European but markedly in the United States.
 Globalization (1980)
Number of millionaires and billionaires has increased. They need assistance in
managing their households.

3. Job Descriptions of Butler :

 Supervision of service vendors such as Housekeeping, Food and Beverage,
and Front Office.
 Receiving guests.
 Arranging travel plans for the guests.
 Arranging the table for serving foods.
 Serving meals and drinks to guests.
 Offering general valet services.
 Preparing guest event/meeting.
 Hiring and supervising junior staff.
 Providing personal service.

4. Kinds of Butler :
 European Butler
 American Butler
 Butler and Order Taker
 Runner Butler
 Room Butler
: Handle all guest needed.
: Handle guest needed except food and
beverage service.
: Handle incoming calls from the guest.
: Take some food, beverage and materials.
: Butler who just service in the room.
 5. Butler Skills and Specifications :
 Possession of excellent communication skills.
 A passion of serving guests and collaborating with other staff.
 Ability to work under pressure and for long unscheduled hours.
 Excellent managerial and supervision skills.

6. Qualifications of Butler :
 The tidiness and harmony of appearance.
 Full and detail attention to service.
 Be warm.
 Always be a good listener.
 Always maintain eye contact with the guests.
 Keep the guest privacy.
 Always offer personal services to the guests.
 Always offer assistance to the guests.
 Good appearance.
 Have a good personal grooming.

7. Butler Codes of Ethic :

 Integrity.
 Confidentially.
 Service.
 Lawful behavior.
 Dedication.
 Personal development.
 Respect.
 Professional Relationship.
 Promotion.

TUESDAY

1. Description of Front Office Department :

One of department in hotel who has responsibilities to handle guest check-in until
check-out and to fulfilled guest in house needs.

2. Job Descriptions of Front Office :

 Sell rooms.
 Handle reservation.
 Handle the arrival and the departure of the guest.
 Prepare statistical room and guest history.
 Handle the registration of the guest.
 Prepare a report of the status of rooms.
3. Steps of Handling Check In :
 Greeting.
 Offering help.
 Ask the guest name.
 Ask the guest request.
 Selling technique.
 Fill the registration card.
 Ask for the ID.
 Ask the guest to sign reservation card and guest card.
 Tell the guest card function.
 Give the guest card and room key.
 Last greeting.

Steps of Handling Check Out :

 Greeting.
 Offering help.
 Ask the room key.
 Ask the last transaction.
 Prepare the bill.
 Settle the payment.
 Last Greeting.

4. Steps of Handling Complaint :

 Greeting.
 Offering help.
 Hear the complaint.
 Emphaty to the complaint.
 Apologize for the inconvinience.
 Take Action.
 Record any complaint that you handled.

5. Kinds of Complaint :
 Unusual
 Mechanical
 Service
 Attitude

6. Kinds of Mise :
 Mise un Place : Preparing the place before operational.
 Mise un Scene : Preparing the waiters before operational.
WEDNESDAY

1. Kinds of VIP Guest :

 VIP I : Regular and membership.
 VIP II : Businessman.
 VIP III : Actor and actress.
 VIP IV : Minister.
 VIP V : General Manager and President.

2. Treatments of VIP Guest :

 VIP I : Flower and Fruit basket in small size, newspaper and praline.
 VIP II : Flower and Fruit basket in small size, welcoming letter, newspaper
and praline.
 VIP III : Flower and Fruit basket in medium size, welcoming letter,
newspaper and praline.
 VIP IV : Flower and Fruit basket in medium size, welcoming letter
newspaper, pralline and wine.
 VIP V : Flower and Fruit basket in large size, welcoming letter, newspaper,
magazine, praline and wine.

3. Materials and Equipments that Used for Butler :

 Coaster : Layer for tumblr.
 Hanger : For keep the suit of guest not rumpled.
 Tray : For bring the food or beverage.
 Cutleries : Materials for guest eat.
 Brown Box : Box for materials buttler.
 Guest Napkin : Napkin for serve the guest.

4. Kinds of Cutleries :
 Dinner knife : a knife to eat the main course.
 Dessert knife : a knife to eat an appetizer or dessert.
 Steak knife : a knife to eat a steak dish.
 Fish knife : a knife to eat fish dishes.
 Butter knife : a knife to spread butter or called butterspreader.
 Cheese knife : a knife to cut and eat cheese.
 Cake knife : long knife to cut the cake.
 Fruit knife : a knife to eat fruit.

5. Types of Complainer :
 Agresif Customer : The guest that ask too many questions.
 Meek Customer : The guest who do not complain too much. but not all the guest
who silent is satisfied. therefore we should always ask about
guest satisfaction.
  High roller customer : The guest who complain in a reasonable
way but are
not interested in various reasons.
 Rip-off customer : The guest who feel dissatisfied with the
service that
given its purpose to always be noticed.
 The chronic complainer customer : Disgruntled guest and always judge that
everything is wrong.

THURSDAY

1. Description of Concierge :
One section under Front Office Department that has responsibilities to serve guest
needs especially guest luggage.

2. Job Descriptions of Concierge :

 Handle guest luggage.
 Escort guest to their room.
 Welcoming guest.
 Handle guest moved room.
 Handle special arrangement.
 Unpacking Service.
 Ticketing Service.
 Valet Service.

3. Butler Valet Service :

Service that provided by butler to handle guest needed by take and serve guest needed
in their room like valet laundry, in room breakfast and dinner.

4. Function of Guest Card :

 As identity during guest stay in the hotel.
 When the guest want to use the facilities, just show it to the staff.
 When the guest want to keep and take the goods in Front Office.
 To remind guest about the check out.

5. How To Do Airport Representative :

 Preparing the guest list and arrival time at the airport (expected time of
arrival).
 Setting up transportation according to the number of guests and luggage
required.
 Set up alternative transportation if no available hotel transportation are
available.
 Set up a welcome board according to the guest's name.
 Contacting the hotel when it is ready to go to the hotel or guests has not been
found at the airport.
 Stand by at the arrival terminal for every flight arrival.
 Transport guests from the airport to the hotel.