BUTLER

SERVICE
BUTLER SERVICE OBJECTIVES
- By the end of study, the student must be
able to understand of intuitive and genuine
service in creating exceptional experiences.
- By the end of study, the student must have
positive attitude and mindset to embody
the “butler spirit” which aims at perfection,
attention to detail and life style
 Wisanggeni A. Priyanto
23 April 1984
@geni_wia

EDUCATION
• Master Program of Tourism Management, STP Bandung
• Leadership Program, Republic Polytechnic of Singapore
• Room Division Management, STP Bandung

JOB EXPERIENCE
• Supervisor, Golden Tulip Amsterdam Art, The Netherlands
• Management Trainee, Intercontinental Hotels Group
• Dosen Manajemen Perhotelan, STP NHI Bandung
• Kepala pusat Komunikasi Publik STP NHI Bandung
• Hotel Manager Enhaii Hotel
SETTING UP FOR COMPANY RECRUITMENT PROGRAM :

• JW Marriott Kuwait City, Kuwait

• Sofitel Abu Dhabi, UAE
• Carnival Cruise Line, USA
• Royal Caribbean Cruise Line, USA
• Shangri-La Doha, Qatar
• Costa Cruise Line, Italy
• The Trans Luxury Hotel, Indonesia
• Hilton Management Training Program, South East Asia

PENGALAMAN LAIN
• Chairperson of Accor Talents Program Malaysia-Indonesia-Singapore
• Chairperson of International Tourism and Hospitality Grand Recruitment 2011
• Moderator for UNWTO meeting Asia and The Pacific
• Memberikan pelatihan untuk kementerian pariwisata, kementerian
pendidikan, kementerian tenaga kerja dan lain sebagainya
The Waldrof Astoria
The Ritz George IV Paris
AMAN HOTELS GROUP
Intercontinental London
Burj Al Arab
Butler is a service differentiator
Butler is a style
and perfection
 THE BUTLER??

The chief servant of a hotel/household who has charge

of other employees (FB, FO, HK), receives guests, directs
the serving of meals, and performs various personal
services.
Butler is a servant in a wealthy family/household

Butler sometimes known as personal assistant

Butler service is a personalized service given to
guest who request for special service to attend his
needs
 “Lets meet with”

ALFRED PENNYWORTH
US PRESIDENT BUTLER
 JOB DESCRIPTION
• Supervision of service vendors such as
housekeeping, FB, FO.
• Receiving guests.
• Arranging travel plans for the guests.
• Serving meals and drinks to guests.
• Offering general valet services.
• Preparing guest event/meeting
• Providing personal service
• And others
 BUTLER
SKILL AND SPECIFICATION

Butler job skills need the following attributes:

• Possession of excellent communication skills.
• A passion for serving guests and collaborating
with other staff.
• Ability to work under pressure and for long
unscheduled hours.
• Excellent managerial and supervision skills.
TINGKATAN PELAYANAN

• Pelayanan yang baik : ketika pelanggan mendapatkan

sesuai dengan apa yang diharapkannya
• Pelayanan yang buruk : ketika pelanggan mendapatkan
layanan kurang dari apa yang diharapkannya
• Pelayanan yang prima : ketika pelanggan mendapatkan
lebih dari yang diharapkannya
TANGGA LOYALITAS
 BUTLER CODE OF ETHICS

• Integrity
• Confidentially
• Service
• Lawful behavior
• Dedication
• Personal development
• Respect
• Professional Relationship
• Promotion
 The History of Butler
Background terminology

Botellier is a Old French word

"officer in charge of the king's wine bottles”

Bouteille is a modern French word

“chief steward of a household, the attendant entrusted with
the care and serving of wine and other bottled beverages”

Bouteler is modern English word

relate to bottles and casks
 Where you will work?
• Hotel and resort
Provides 24/7 features that include valet and concierge
services, laundry and pressing services; exceptional in-
room dining, spa treatments and business services-help
• Luxury Yacht
Anticipating guests' needs, paying attention to every
detail, and surpassing guests' expectation while
performing with utmost discretion and professionalism, is
still a butler's role at sea.
• Property Management
The rate of consumerism globally increases every year, and
so does demand for top luxury goods and services.
THE ORGANIZATION STRUCTURE

HEAD
MANAGER
BUTLER

SENIOR
LEADERBUTLER

BUTLER
BUTLER BUTLER
THE ORGANIZATION STRUCTURE

HEAD
MANAGERBUTLER

SENIOR BUTLER SENIOR BUTLER

LEADER
FB ROOM

BUTLER
BUTLER BUTLER BUTLER
 BUTLER ATTIRE

1.Formal household/hotel butler

2.Resort butler
FORMAL BUTLER ATTIRE

The International Butler Academy

 RESORT BUTLER

Different resort will have a different attire

BUTLER PERSONAL APPEARANCE
AND ETIQUETTE

Objective :
- By the end of the lesson, the student must be able to perform professional butler
appearance
- By the end of the lesson, the student must be able to show professional butler etiquette

WISANGGENI A. PRIYANTO
WHO WILL YOU HIRE AS A BUTLER?
WHO WILL YOU TRUST MORE?
 PERSONAL APPEARANCE

It is the state, condition, manner, or style in which a butler appears; outward

look or aspect

The way you dress and fix your hair

tells a lot about yourself and the way you want others to think about you
 BUTLER PERSONAL
PRESENTATIONS

Butler personal presentations refers to the set of traits and behaviors that
characterized butler
Personality has both internal and external elements
Personality is both inherited as well as it can be shaped by the environment.
Personal appearance: Personal presentation:
How well you look by first When you start conversation or
impression. communication with others etc.
BUTLER ATTIRE
• Be well groomed
- hairs
- nails
- shoes
- socks
- body odor
• Mouth (Teeth)
• Natural make up +
• No jewelry (engagement ring
only)

• Hotel uniform attire

• Name tag
• White hand gloves
• Be well organized
BODY LANGUAGE • Facial expression
Smile, mouth
movement
• Head position
Straight
• Arms position
Cross at front or back
• Body angle
• Legs
Not to far each others
• Distance
Professional distance
BUTLER
CONVERSING
Ice breaking
• Weather talk
• Popular sports
Avoid
• Value judgment
• Being opinionated
• Comment on religion, politic,
physical aspects
• Intellectual arrogance
Use frequently “please”, thank you”,
“pardon”
KISS Keep It Short and Simple
 BUTLER SERVICE
FROM PRE ARRIVAL TO GUEST CHECK OUT

Objective
• By the end of the lesson, the student must be able to perform pre-arrival
process of butler
• By the end of the lesson, the student must be able to perform arrival process
of butler
PRE-ARRIVAL PROCESS
getting guest information

Pre arrival service are mostly to determine

how butler can best maximize guest
enjoyment and enhance during stay.

• By sending questionnaire (some

information need are : airport transfer,
language management, restaurant
booking, drivers and car, food request,
tours, event, hotel special request)
• By Courtesy call/email
• By Profile check on the history
• By Check on the hotel chain history
• By Social media check
PRE-ARRIVAL PROCESS
the preparation

After receiving the guest details, make a

good coordination with other
department :
– Housekeeping (room, florist, set
up bed)
– Food and beverage (food order,
welcome drink, praline, restaurant
set up)
– Front Office (room blocking, room
key, guest card, registration form)
STEPS OF ARRIVAL
Case : Dharmawangsa Jakarta

• Guest arrival help by concierge

• Great by door girl and escorted o FO
• Check in process by FO
• FO Inform the Head Butler, head butler
inform the butler incharge.
• Butler prepare the welcome drink and stand
by in front of guest room.
• Concierge escort the guest to the room
• The guest great by the butler and enjoy the
welcome dring
• Entering the guest room
• Butler introduce him self
• Butler explain about room facilities
• Offering packing and unpacking service
• Farewell the guest
 BUTLER EXPLANATION TO THE
GUEST

• Hotel facilities
– Bathroom
– TV
– Air conditioner
– Information
• Arrangging guest request
– Travel plan
– Food and beverage
– Other request
• Suggestion.
DURING STAY
Traditional
Special extra care
Housekeeping
Food and beverage
Others
 DURING STAY
traditional

A butler will demonstrate competency in :

• Offering unpacking service
• Handling guest belongings whilst cleaning a guest
rooms
• Hand sewing and repairing guest cloth
• Offering packing service
• Handling cloth in wardrobe
• Return laundry to wardrobe and removing tags and
pins
DURING STAY
traditional

• Polishing and cleaning

shoes
• Return shoes in shoe
bags or basket to guest
• Running a spa/bath
• Hand pressing of guest
clothes
• Arrange wake up calls
 DURING STAY
Special extra care

• Personally use a silver tray for

delivering amenities
• Arrange wake up call
• Check and obtain guest daily
itinerary
• Arrange room to be refresh
whilst guest are out
• Provide daily weather service
• Escort the guest to the taxis or
limousines
 DURING STAY
housekeeping
• Knowledge of housekeeping
terminology
• Knowledge of maid trolley set
up
• Knowledge of room attendant
procedure
• Knowledge of folding towels
and set up
• Providing luxury turndown
service
 DURING STAY
food and beverage
• Prepare welcome drink
• Open champagne correctly and serve
• Open wine and know correct storage
• Prepare cocktail knowledge and mix
drink
• Present menu in room dining
• Serve beverage
• Arrange butler pantry mise en place
• Carry trays of food in room
• Clear glass and china were quietly
 BUTLER ADMINISTRATION
• Create roaster schedules and checklist
• Update and manage daily butlers work sheets
• Creates a check list for rooms/suites inspections
• Log all faults and defects in suites in butler’s pantry
log book and ensure rectification
• Use guest history and update accordingly
• Handle air ticket reconfirmation
• Ensure butler’s pantry has necessary supplies,
equipment and materials