Butler Service 

Concept and Execution

Skill Set for Butler Services:

     • Product knowledge 

     • Good communication skills 

     • Presentable 

     • Well versed with FO operations for personalized check in /out 

     • Informative/ knowledgeable 

     • Basic Housekeeping skills 

     • Should know how to serve a room service order in the room 

     • Complete knowledge about wines and alcoholic beverages   

     • Food and Beverage pairing 

     • Well versed with room service Menu 

     • Traditional Butler service (Shoe Shine / packing/Unpacking / Bath Butler). 

     • City Information  Butler Service Concept and Execution

Concept of Butler Service at The Lalit

When the Guest will arrive The Butler will….

     • Ensure accommodation is ready 
     • Greet upon arrival 
     • Process your registration in the guest room 
     • Offer to unpack luggage • Offer welcome beverages 
     • Take note of any requirements guest may have on arrival

During the stay, The Butler will…

     • Take room service orders for breakfast, lunch and Dinner 
     • Check and Restock the Minibar 
     • Tidy your wardrobe 
     • Liaise with housekeeping over servicing of room
     • Ensure that the guest room is maintained in perfect condition

At Departure Time, the Butler will…

     • Offer to pack your luggage 
     • Present your account in advance of check out
     • Arrange Transport requirements 
     • Coordinate luggage pick up
     • Check your suite for any items the guest might have forgotten in the room
     • Escort to the Airport and bid a fond farewell

Concept:

“SMS to SMS”

To create warm and limitless hospitality concept on the basis of traditional and modern service approach todelight the guest recommend hotel to others guests and create brand loyalty.

The thinking behind creating world class Butler service is to deliver on our Brand Promise of Limitless Hospitality, i.e. “An endeavor to fulfill an impossible request To satisfy a fleeting wish and delight the most discerning Guest”

To provide an international service experience with Indian touch of hospitality which would start from SMS and finish with SMS.

Butler Service design would consist of seven stages.  

Stage 1:   Making the reservation

 

Reservation personal would confirm the guest request two days prior to his arrival sharing services of a butler.

Stage 2:   Pre arrival  

1. Butler will follow up for Guest Preference Questionnaire, Guest Profile History & Notes and if he/she is a celebrity ; try to find out information of likes/dislikes from the internet 

2. Butler would send an introductory welcome SMS to guest Saying “Namaskar Mr. X!  Welcome to Delhi, I am Wasim, your Butler, At your Service,  waiting in the hotel lobby. Warm regards (name of the hotel.)” 

3. Butler would check the room thoroughly in assistance with housekeeping to ensure guest request are taken care of. 

4. Butler would coordinate with reservation in regards car pick‐up. 

5. Butler would check the vehicle amenities and car condition, music, news paper and fragrance in the car also grooming of a driver as per brand specification.

Stage 3:   Guest Arrival

1. Butler would  coordinate with the Airport Representative to receive the guest at the arrival gate, and assist the guest in handling baggage. 

2. Chauffeur will convey the time of arrival to Butler Cell/DM Cell. 

3. Butler to welcome the guest at the Main Porch “Namaskar Mr. X, Welcome to The Lalit New Delhi, I am Wasim, At your Service.” 

4. Butler to direct bell team to handle the luggage. 

5. Butler to immediately serve Welcome drink with bottle of water in the lobby upon arrival 6. Butler to ensure guest baggage reaches the room before guest arrives to the room 

7. Guest check in formalities would be done in the room by the butler in assistance with front office personal. 

8. Butler would make the guest comfortable and will do room familiarization.

9. Butler would arrange for property orientation as per guest convenience “Sir may I arrange property orientation as per your convenience” Also provide information about local tourist attractions and shopping details, if the guest is on a first time leisure trip. 

10. Butler would ask for the food and other preferences. “Sir, as per your instruction we have reserved a table for you at Baluchi; our Indian specialty restaurant”. 

11. Butler would offer the unpacking of luggage and ask for laundry and shoe care service “Sir, may I unpack you luggage, and arrange the wardrobe according to your preference.  Also would you require laundry service or shoe care service now?” 

12. Butler would set up the wardrobe. If guest does not have particular preference please follow wardrobe process SOP 

13. Butler would assist the guest in planning the day and entire stay. “Sir, would there be any plans for the day”   

14. Butler would check the guest’s meal/refreshment requirement and do the needful as per order and instruction by the guest. 

15. Should the guest stay in the room and relax, butler would move out of guest room with the guest permission “ Sir, should you need any assistance please call me as per your convenience.” and hand the Butler visiting card   

16. Before wishing the guest good night check for Wakeup call or bed tea and morning plans of the guest like YOGA, Swimming, etc. 

Stage 4:   Guest In house  

1. Butler must be  the first person entering the room should guest require his services otherwise butler would meet the guest at the time of breakfast 

2. Butler would take care of other service which guest would require like restaurant reservation, laundry, spa etc. 

3. Butler would ensure chef of the restaurant meets the guest. 

4. Butler would ensure culinary greeting is placed in the room with chef’s signature. 

5. Butler would follow up the on the housekeeping with regards to room cleanliness and turn down service. 

6. Butler would ensure all the amenities are placed on time to time basis.(guest amenities would be changed on daily basis except wine) 

7. Butler would ask if guest needs pre dinner cocktails etc. “Sir would you like me to arrange for some cocktails this evening” 

8. For the business travelers butler would assist in basic sartorial services and assisting the guest in with regards to meeting and appointment should it happen in the hotel. 

9. Butler will act like a medium between guest and hotel operations. 

10. Butler would be responsible for room upkeep and cleaning during guest stay in coordination with Housekeeping

Stage: 5   Pre departures

1. Butler would assist guest packing one day prior to their departure from hotel “Sir may I assist you in packing your baggage” 

2. Butler would ensure guest feedback is taken and recorded and required action is taken “Sir would you like to share your feedback regarding your stay with us” 

3. Butler would coordinate with guest as well as with GM as per guest convenience, butler to arrange for a souvenir which would be handed over by GM/RM/FOM to guest.    

4. Butler will check the exact time of guest departure and would arrange the transfer accordingly.

Stage: 6   Departures  

1. Butler would ensure proper bill settlement is done in the room itself with the assistance of a Front office personal. 

2. Butler would coordinate with bell desk in regards to the language transfer and loading. 

3. Butler would check the room thoroughly to ensure no baggage or article is left behind. 

4. Butler will escort the guest till main porch and bid farewell “thank you for staying at The LaLiT New Delhi and giving us the pleasure of serving you. Have a safe journey”.

Stage: 7   Follow up

1. Butler will send SMS saying “Thank you for choosing The  LaLiT , it was pleasure to serve you with regards (butler name)and ( hotel name)”. 

2. On the next day of guest departure a thank you mail would be send to the guest by the GM also requesting them to leave a feedback on e‐survey. 

3. Butler would create guest record system in computer as per the standard format.   

Butler Service   

Touch points for Butler

1. Bear complete knowledge of the hotel including all department functionality.
2. Butler should be continual source of help, assistance and provide information to the guest.
3. Butler must maintain high level of communication and provide guest feedback with respective
department.
4. Butler to have update knowledge of current affairs, politics, sports and religion butler read one
local news paper and one national news paper; also follow CNNIBN OR NDTV for Indian news and CNN or BBC for international news.
5. Butler should be continually proactive with all functional areas.
6. Butler must maintain highest level of grooming standards every time. With no body odor at any point of time.  
7. Butler should have working knowledge of PMS/Opera.
8. Butler should have complete knowledge in suite service, amenities, functions and systems.
9. Butler must be trained in fire fighting and evacuation process.
10. Butler must ensure that the guest privacy is maintained every time.
11. Butler should be updated know how of city and country, sports and current affairs.
12. Butler must have complete knowledge of menu and wines available in the hotel with correct pronunciation.
13. Butler must be updated with basic knowledge of flowers grown in the lawn, trees in the hotels.
14. Butler should be updated with weather condition of the day.
15. Butler must have updated city information pertaining to guest safety.
16. Butler must ensure the preferences are recorded he should create a folder having information about the guest like his photograph, company name designation preference and complaint history if any.

Butler Service  

Do & Don’t of a Butler 

Do’s

1. Never say no to the guest, always offer alternatives.

2. Always use writing pad and pen to note down the guest request.

3. Posture, smile, voice, speech, listening skills or maintaining positive attitude in handling guest requests.

4. Demonstrating respect and showing importance to the guest by acknowledging his presence at all times and observing proper behavior  

5. Butler must be immaculately at all times to maintain the professional image of the hotel.

6. Butler must maintain eye contact with the guest. Also butler must sound pleasant and enthusiastic.

7. English language should be used in presence of guest.

8. Respect privacy of a guest every time.

9. Practice team work and mutual support.

10. Quote exact time of service, do not overcoat or undercoat.

11. Be honest and punctual every time.

12. Maintain telephone courtesy every time.  

Don’t  

1. Do not commit anything which might not be possible or illegal.

2. Never speak in a language which guest might not understand.

3. No regional language to be used in guest area.

4. No personal remarks and feeling to be expressed to guest.

5. No leaning or bad body posture to be displayed in guest area.

6. Do not involve in argument with the guest remember guest is always right.

7. No inside of hotel or group to be shared with the guest at any cost.

8. Do not discriminate the guests at any cost.

9. Do not get engaged in discussing of religion and politics.