Duties:

1. Incharge
2. Welcoming of guest, represent of the principle, face, the window of the household

Move like a swan.

Never say OK instead “I understand”. Always use “very good” a lot . Anything else Madam? I’ll be right
back. Certainly, Very good.

Butler techniques (perfection- some of the thousand details)

1. Separate and improve

2. Eye for detail- its not only what you see, but what you feel, smell, think, (sense)
Purposes: 1. Present things in a nicer way 2. Perception
MBWA- Mgt by walking around- putting the shoes in the shoe of the guest

Answering the door.—knocking twice with 5 seconds gap.

2 ways to open the door

1. Open way-
2. Block way-

May I invite you this way

May I inquire us to the nature of your visit.(oh very sir please do come-in)

Offered a drink( Hospitality the art of caring)- would you care for beverage sir/ would care for
refreshment. ( Answer: very good sir)

Welcoming and Greetings( think where you are in the room)

Madam your seat awaits you, please have a seat.

Mrs. Pierre, allow me to verify of my principle ready to meet you.(thank you) My pleasure. Mrs. Pierre,
Mr. Herman will be with you shortly(thank you) My pleasure

Have a sit Madam. Would you care for beverage?

Your stil water Madam.

Sir good afternoon.

(any concern of visitors) I hope its solve quickly.( As a butler don’t give any opinion)

When standing you have to be yourself.- Hold on to your posture. Stand up be spontaneous, don’t be to
stiff.
When care for beverage(tea) introduce all the bag of teas available with description and
recommendations.(show your professionalism) (may I suggest, may recommend available teas bags)
Anything else you required?

Be caution of your body language at all time. Try to articulate you body language.

Body language is also your tone and intonation in your voice. How you say it also important.

HOW TO TALK LIKE BUTLER

Expression to avoid: use (very good and certainly ) (my pleasure sir) (indeed sir)(allow me)(may I
suggest)

1. YES-
2. NO
3. OK
4. NO PROBLEM- using the word problem in service situation you take that moment down.

Let me finally…. At a last point…..

Language is very very important… Planting words in people brain.

UPSELLING

1. PRICE – value, tariff, investment

2. CONTRACT – agreement
3. PROBLEM- challenge
4. SIGNATURE – confirmation

Signing the contract- instead let confirm the agreement and I can prepare your order immediately.

LANGUAGE AS BUTLER( language is shows your professionalism) read and feel body language.

1. very good
2. certainly
3. my pleasure sir
4. indeed sir
5. allow me
6. may I suggest
7. as you know
8. most important phrase- sentence something use at every end of every interaction this is add value,
sentence allow to be sure you have you can on your guest(is there anything else you require? can I
do anything else for you, anything else sir?) if you don’t ask your guest what they need they mostly
don’t tell you.
9. Subject to your approval madam, sir.
10. I would be delighted
11. Would you care for
12. I have no strong feeling on the matter sir.
13. I will immediately see to it.- act immediately
Language is very important towards guest. –

Service- looking for excuses,

butler service-looking for solution, always give consistency. Every single guest is look after in the same
weight, same level, there are no exception, we always do our line-up, we always to our check, we
always serve everything in the same way.

2 secrets to become butler

1.The main difference is discipline.- is the biggest difference.

2. Language- most important thing

2 excess part of language

1. Verbal-

2. Non-verbal – body language (words we speak -are the least of important, tone of voice-how
you use your voice, face to face inter-action.)

Most important in body language Physiology(composition)-

“Every single move you make, says something about you”

Example of body language

1. Shake Hands – a. straight hands(comes from under)

2. Slightly forward –
3. Smiling
4. Powerful
5. Not too long
6. Eye contact
7. Do not turn your hand- turn hand is dominating a person

How to draw a bath

Drawing a bath

The emphasis on running a bath is a discreet but sincere aspect of service to

make the guest feel special, comfortable and relaxed. Usually falling to the
butler’s responsibilities, it should be carried out in a very sincere way, without
making the guest feel any intrusion of privacy.

Firstly, ensure that the bath is clean and free from chemical detergents. Place
the plug or stopper firmly. Run the cold water up to 5cm. This method works
on the principle that since running a hot bath often involves having to cool it
down after filling, it is actually simpler to warm up a bath of water, rather than
the lengthy process of cooling it down.

Ask the guest for their preference on temperature. They may prefer their bath-
water to be very hot, hot or warm or lukewarm, depending on their needs and
the climate. Also ask whether they would like any particular product of the
hotel’s range of amenities added.

Continue filling with hot water blended with some cold water. Bath water
should be just above blood heat, but dependent on the guest’s preference. At
this stage, bath salts or bath foam should be poured into the stream of hot
water, to ensure if dissolves.

Check the temperature of water in the bath again. Adjust the taps accordingly.
Fill to at least 20cm from top of bath. Bear in mind the size of the guest who
will be taking the bath and allow for overflow levels! Check the temperature
again.

Place the bath-mat in front of the bath. This should always be done after you
have run the bath so that you do not stand on it in your working shoes! If
appropriate float rose petals or frangipani flowers on the top of the water.

Check that there are sufficient bathrobes and fresh towels tactfully ask the
guest if there is anything else required, for example you could suggest a bottle
of champagne or relaxing drink be delivered to the suite. Withdraw discreetly
from the guest’s suite.

DISCREATION

- Being discreet is something that can serve you in the future, don’t tell
any gossip.
- Something to do with posture and use of language
- Someone with the discrete has his discrete language
- Adopting the wording so that particular statements are open to
different interpretation-self control, physical control.
- Become confident in any situation
How to deal with VIP's and celebrities
Some considerations on talent handling.

 All of our guests should be treated as VIPs.

 Some though will be more VIP than others, some guests will be of Celebrity
Status.

 Time of arrival.

 Mode of transport to and from the dub. Reserved parking spaces for all
vehicles. 

 An umbrella available 

 Etiquette for greeting the guest.

 Arrival drinks or gifts.

 Cloakroom facilities, security of personal belongings.

 Knowledge of which room the guest will be dining in. What part of the club
will they be staying in? 

 Number of guests In the party. 

 Special dietary requirements.

 Special drink requirements. Special wines or vintages! 

 Flower preference.

 Music preference 

 Lighting preference. 

 Seating arrangements.
  Timescale, important if the guest has another appointment, meeting or plane to
catch.

 Order of service.

 Photographic arrangements.

 We must pay extra care and attention. Attention to detail.

 Anonymity and discretion at all times. 

 To offer chauffeur services if required.

 We must have the ability to plan impeccably, none of the hoe points or
particulars, overlooked. 

 We must brief and train the service team including the kitchen.

 We must have contingency plans In place.

 We must have a dedicated team of staff and management to look alter the
guest.

 We must be able to meet and exceed the guest expectations. 

 We must have the correct mind set to perform to the highest levels.

DINING ROOM SET-UP

Theory
Before dressing the table what to do?
1. Low dusting –
2. Temperature
3. Lighting
4. Music
5. Senses- smell, feel, see, taste, hear

1. Table structure
2. Determine middle of the room
 1. To measure the plate distance (use marking gage)
2. To make the cutlery distance (1 inch, your liking, width of the table)

Leadership skills
BUTLER TEAM LEADERSHIP SKILLS

I. Become an inspirational Leader - leaders need vision, energy, authority and a

natural strategic ability, but to truly inspire your employees you need to
capture their hearts, minds and spirit. Don't be afraid to show your
weaknesses revealing your softer side which will make you more
approachable, developing your intuition and knowing what is going on, build
an understanding of people's body language and intuit underlying messages
from unspoken mannerisms. Care deeply lor your employees but accept
nothing but the best, demonstrate your uniqueness.

1. Become a creative leader  develop a visionary and empaihetic approach.

Instead of commanding, coach, tutor and mentor your team. Don't manage
your people, facilitate them, helping them to discover their hidden talents.
Cultivate respect by giving It, don't demand It. Know how to manage success
as woll as failure.

2. Lead confidently - confidence is the key. Make a list of your strengths, how
will these traits lead to future success. Ask yourself the questions, why should
people follow you? What happened the last time you led your team through a
crisis, why did they follow

you!

4. Master the basics - shape the future, ensure your team knows in which
direction you are going, once you know where, focus on how are you going to
achieve this, engage and inspire your team to do their best, buiid. develop and
motivate the talent you need tor future success. Invest in yourself, find ways to
continually build your skill set and become better.

5. Keep it simple - Being an effective manager does not mean you need new
models of leadership. It doesn't need mysterious or complicated methods.
Keep it simple and follow old, proven and simple ideas. What made a good
leader in the past is still effective today. Being competent, caring and
benevolent, too do not need to reinvent the wheel.

6. Avoid being a bad boss - try not to become self-deluded, being the boss is
hard, especially with the need to separate yourself from the people you
manage, don't lose touch with your staff, they are watching you all the time.
Develop an environment whereby you are approachable and that you know
what is going on. Do not become insulated.

7. Don't be a Martyr - the best bosses shelter their people from disruption and
stress. Sacrificing yourself will only lead to burnout and resentment, especially
true if you have weak or destructive people on the team, it is your job as
leader to help them improve, if they don't, do help them move on.

8. Be a complete leader - today's leader should be dogged, analytical,

organised, empathic, charismatic and communicative. The rote fs complex in
the fast moving world we are thing In, leaders need to deliver lough messages
but also to be sensitive as to how they are received,

9. Give your team what they need as opposed to just money far work, create a
culture whereby concern is focused for that person’s well-being, growth and
expansion, fulfilment in the knowledge they are contributing to the whole, a
shared vision for the organisation as a whole.

16. Create the Crowd people want to fit in with the crowd, have someone
people respect model the new behaviour (Role Model)

17. Give detailed feedback Feedback Is essential to your personal

development, focus on busmen outcome everything what the company needs,
Improved service, better timekeeping etc.
20. Give feedback regularly don't reserve for an annual review, the more times
you give It. the better response your team will have- and you will start to see
an immediate improvement. 

21. Be Specific   Identify a specific behaviour that a person needs to change,

state clearly what you want them to do differently, illustrate what you mean so
as to aid understanding. ( Role Play)

22. Don't just communicate, explain a good communicator needs to use

energy and enthusiasm to persuade their audience, explaining what all the
excitement is about, clearly explaining and answering. What does K mean?"
Lay out the problem, use examples it tticy are hefpful to your point and share
details that Support your ctafm. Cstabiith clear expectations but don't low
your audience with too many details, save those for written communications.

23. Master the art of being assertive  Overly assertive bosses can be seen as
overbearing and bullying but bosses who hold back will be seen as weak.
Good 10am feadrvi finda balance between the two, be flexible. Use youi
emotional intelligence to read the situation and lo decide what approach to
use.

24. Create a mentoring culture Encourage your team members to share their
knowledge. Ideas and advice. Cook to build a nacwat

partnership, one that is built organically as opposed to the Mentor and

proteges.

25. Empower your employees successful leaders empower their people to

make decisions, share information and take risks. Give responsibility and levels
of accountability to those who have demonstrated the capacity to do so and
to nave autonomy Co do to.

26. Focus on growth Create an environment where people have the

opportunity to expand their drills and are rewarded /or doing lo. Don't doubt
the decisions of others unless absolutely necessary as this will undermine their
confidence.
27. Focus your people on what they are best at Performance reviews focus on
an employee's weaknesses and suggesting ways to improve. Tnis takes a lot of
effort and energy, instead focus and use your team utilising their strengths
encouraging them to do what they are good at.

28. Identify hidden talents  look within your team as opposed to external
recruiting. 8y paying attention and asking the right questions you may
discover a host of hidden talent.

29. Use action learning develop your team by setting individuals a task and
asking them to work through it. Then applying those new skills to a new
challenge. Feedback, debriefing, articulate and help transfer the lessons
learned.

30. Manage your smartest people - Do explain things and explain them. Don't
tell them what to do. Smart people don't take a leaders word at face value,
they need to understand why you're asking them to do something. Do use
your expertise, don't hide behind a rifle.

31. Manage your best people - Push them to next level, (find out what they
are good and what they need to learn. 

32 . Engage your team - Team meetings must be a collaborative process. The

team should be engaged and with not Suss you doing all dwuomg. ASK too of
questions that spark discussion. When people do speak. AsK them to clarify
their ideas so other people can

36. Trust your team Trust is crucial to team effectiveness, to cultivate trust,
place your trust in them first Show them you believe they are competent and
capable. Trust is a two way process and only by giving It will you receive it.

37. Give the right directiom sometimes when people work really hard on a
project they don't always understand what is they are doing and how their
efforts contribute to the whole. Don't assume everyone knows the strategy «
that they understand it-
38. Confirm shared understanding Clearly denne from and to thai shows
where you are now and where you are headed and how mm wilt get there.
Outline the projects and the goals to ensure they meet up.

39. Get nd of Negativity - focus on the positives. clear out the negatives.

40. Battle change resistance use hard evidence as to a problem to aid the
understanding ot why change is necessary. You must ensure the facts that are
correct otherwise you will be discredited.

41. The Big Picture - Change is uncomfortable, look at the big picture,
explaining why change is the right thing to do for the future. MMMion and
pressure arc necessary to turn around people who are averse to change.

42. Don’t assume that people will not understand - All employees need to
understand where they ire headed, they will be happier and mote productive
when they are on board with company strategy. No matter how complex the
reasoning behind a given strategy. And a way to communicate and put that
across in a readily accessible manner-

43. Refocus your team on the new strategy - If your team is struggling to
adapt to change and the given strategy, let people make Choices as to how
they will contribute to change, don't Just tell them to act differently.

44. Ask for input - If your team are Stuck, ask them to Suggest ways they will
remove the b*rneri that are holding them back. When i small measure of
success has been achieved, share that with them, applauding success.

45.  Create a simple strategic principle - helping employees understand a

strategy while at the same time motivating them to achieve it can be a real
challenge. Having a clear vision, direction and an action oriented approach can
help. Regular training sessions and feedback, goal setting to encourage
growth and to bring about change arc essential.