What does a butler do The concept of a butler comes from

butler service

Nowadays, the rise of "butler" in some high-star hotels in China, known as butler in English, originated from the butler service in the early aristocratic families in England, and has now evolved into today's "butler" service.

The so-called "personal butler" is actually a more professional and private high-end hotel service, which is to concentrate the services in the hotel into a high-quality service staff to provide personalized services for guests. Butler service has become the mainstream trend of competition and development in the international hotel industry.

Mr. Robert Watson, President and Chairman of the British Professional Butler Guild, said, "Butler service is a seamless service achieved by the coordination of butlers, and it is the way to achieve a high degree of customer satisfaction!" ”

That's a waiter who specializes in serving one guest! There are in the TV series "Five Star Hotel"!

Senior professional housekeeping services are available.

The concept of butler service in the modern hotel industry originates from the golden key service of the "World Golden Key Organization". In reality, the role of a butler is usually found in high-end pants hotels. Therefore, as an excellent personal butler, both from the appearance and the internal quality have high requirements, just like Pan Yulong in the play "Five Star Hotel", there is affinity, gentle eyes and manners, so that customers can enjoy the service at the same time, but also feel the warmth of home.

In modern society, with the improvement of people's living standards, more and more people have begun to pay attention to their quality of life. The concept of personal butler was born. So, what is the concept of a personal butler?

First of all, the personal butler can be traced back to the ancient domestic servant system. In ancient times, wealthy families would hire some servants to manage the affairs of the house, and these servants were stewards. The duties of a housekeeper include taking care of family members, managing family property and belongings, and planning the daily life of the family.

With the development of modern society, the duties of a housekeeper have gradually changed. Modern butlers not only need to have the ability to manage household affairs, but also need to have certain professional skills, such as cooking, cleaning, nursing, etc. In addition, with the development of science and technology, personal butlers also need to have certain technology application capabilities, such as the management and maintenance of smart homes.

Secondly, the concept of a personal butler** is also related to changes in the socio-economic environment. With the development of the economy, more and more people have begun to pay attention to their quality of life, and personal butler has become a way to improve the quality of life. In addition, the pace of modern life is getting faster and faster, and the pressure of busy work and life makes people more in need of a caring butler to assist them in handling family affairs.

Finally, the concept of a personal butler** is also related to people's perception of family relationships. In modern society, the role of family relationships is becoming more and more important, and personal butlers have become a way to maintain family relationships. A personal butler can not only assist family members with family affairs, but also provide more love and attention to family members, making family members more united and harmonious.

To sum up, the concept of a personal butler** can be traced back to the ancient domestic servant system, and is also related to changes in the socio-economic environment, people's awareness of family relationships, and other factors. With the improvement of living standards and the acceleration of the pace of life, the demand for personal butlers is also increasing, and they have become an indispensable part of modern society.

1. Responsible for checking the historical information of the guests, understanding the arrival and departure time, arranging gifts before the guests arrive at the hotel, and doing a good job of welcoming the guests when they arrive;

2. Responsible for the room rounds before the arrival of the guests, the inspection of the guest room and the preparation of the dining room before the arrival of the guests, the preparation of the guests' room gifts, the guidance of the guests to the guest rooms and the timely introduction of room facilities and special services. Welcome tea (coffee, juice) and luggage unpacking or packing service for guests;

3. Work closely with the front desk departments to arrange the cleaning, tidying, turndown service and pre-meal preparation inspection and meal service of the guest room to ensure that the needs of the guests are met in the first time;

4. Responsible for the ordering and dining service of the room catering service, the equipment of free fruits and the first paper, and the collection and return of guest clothes. Arrange services such as wake-up calls, meals, and car use for guests;

5. Consult the opinions of the guests during their stay, understand the consumption needs of the guests, and coordinate and communicate with relevant departments in a timely manner to implement them to ensure that the needs of the guests can be solved and arranged in a timely manner;

6. Timely and prepared to understand the hotel's products, local tourism and business information and other information, and recommend the hotel's service products to guests in a timely manner;

7. Committed to improving personal business knowledge, skills and service quality, maintaining good communication and coordination with other departments, and providing high-quality professional services for guests 24 hours a day;

8. Provide conference and business secretarial services for guests, and provide other related services in a timely and effective manner according to the needs of guests;

10. Arrange luggage and taxi services for guests before leaving the hotel to see them off.

11. Strictly abide by relevant national laws and regulations, industry norms and hotel safety management procedures and systems.

When customers enter the hotel, they can see in the lobby that both the male and female housekeepers are wearing black "tuxedos", with a friendly smile on their faces, and they have thoughtful and meticulous management service processes when receiving VIP guests. First of all, it is necessary to make a detailed reception plan, including understanding the living habits and personal preferences of the guests, such as the water temperature that the guests like when bathing, and the meals they like to eat during meals. After the guest checks in, the "tuxedo" should adjust and enrich the reception plan formulated in advance according to the guest's preferences, provide services for the guests' daily life, itinerary, meals and other details of life, and do a good job of the housekeeper's diary, and the housekeeper's service is also 24 hours a day.

Most importantly, the most basic professional ethics of a butler during the service period also lie in the strict confidentiality of the personal privacy of the guests. In addition to the VIP guests of the hotel, according to the specific situation of other guests, the butler department will arrange whether to require butler service. For example, some elderly customers, if there is a situation of limited mobility and need personal care, the housekeeping department will immediately make corresponding arrangements.

Although there is a certain range of people served by the butler, it is generally to stay in a specific area of the room or make an important reception reservation in advance. This usually includes politicians, business celebrities, celebrities, etc., but in most cases, guests staying in hotels and making reasonable requests will be served according to the situation.

In addition to a detailed understanding of the customer's initial preferences, in the process of personal service, the personal butler needs to carefully observe the needs of the guest from many aspects, and if you find out in advance what kind of service the guest needs next, you need to act immediately, so that the guest can enjoy the intimate service before making a request. However, the service must be flexible, in accordance with certain processes and rules, but also adhere to the principle, first of all, to measure whether the requirements put forward by the guests who have checked in are reasonable, such as not violating the relevant provisions of national laws, can not infringe on the legitimate rights and interests of other guests, etc.; Secondly, the housekeeper needs to do what he can, if the service content exceeds his ability, and when there is a special situation, he needs to ask for instructions step by step, and he cannot promise to the guest or leave the scope of work without authorization. For example, a guest once asked the butler to act as a tour guide in Kunming and let him take him to various scenic spots in Kunming, but the butler persuaded the guest that he could arrange a full-time tour guide, which could better provide professional and ideal services, and obtained the understanding and support of the guest.

Communication and coordination skills are crucial in butler service. Sincerity and enthusiasm are most effective in serving good guests. Psychology and attention to detail are the most useful things in butler service.

Conscientiousness, responsibility and quick response are the most basic requirements for butler service. Satisfaction and surprise are the best services they pursue.

1. Have work experience in grassroots service, familiar with the work process and work standards of various front desk departments of the hotel; Familiarize yourself with the dishes of the various departments of the Food & Beverage Department, as well as wine pairings.

2. Have a strong sense of service, be able to provide high-quality services from the customer's position and perspective, have a sense of the overall situation, and have a strong sense of responsibility;

3. Have strong communication, coordination and adaptability, be able to properly deal with all kinds of problems with guests, and maintain good communication and coordination with various departments;

4. Understand the various services of the hotel, the customs of the region, tourist attractions, local specialties, have certain business knowledge, and be able to simply deal with the business materials related to guests;

5. Good temperament and good language communication skills.

6. Have a wealth of knowledge and a strong ability to work under pressure.

The so-called "butler service" is a more professional and private one-stop hotel service, which is a one-person service that integrates the front office, guest rooms and catering departments of the hotel. Guests staying at the hotel will be served by a designated professional butler who will serve him or her exclusively. All the services required by the VIP are such as:

Unpacking luggage, check-in and check-out, room service, early morning calls, food delivery, laundry, ticket booking, travel and secretarial services are all taken care of by this butler. This more personalized service greatly facilitates and satisfies the needs of hotel VIPs.

According to the annual assessment data statistics of housekeepers, the mobility of hotel butler industry personnel is not large, and the position will not be easily changed, so what kind of group of people is the personal butler composed of? It is understood that this team of at least 30 people in Kunming's unique personal butler team "Hidden Dragon Crouching Tiger", in the initial stage of recruitment, although there is no restriction on gender and age, but the person applying for the butler needs to have a certain appearance and good comprehensive quality, the housekeeping department requires at least 1 to 2 foreign Chinese languages, of which English is a must have the ability, not only can see, listen but also speak, this is the standard of normal communication when receiving foreign guests, and there are even "returnees" with three Chinese languages in the housekeeper team.