HotelMule Archive

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VIP Check-IN--butler Training Guide

Standard: Butler will handle VIP Guests with very special attention beyond what the normal high standards we already place on every Guest. The Butler assigned to VIP Guests will be totally committed to ensure ultimate service satisfaction.
Procedures:
All standard Butler Service will continue to be part of any noted VIP Guests assigned to their area.

Butlers will greet and escort all VIP Guests from the Hotel Entrance and be waiting for their arrival to the hotel.

Butler Information Whiteboard--butler Training Guide

Standard:

One piece of white board is located in every butler’s pantry room, which is served as place of recording guest information of particular floors.  Butler is responsible for updating guest information on the white board on a shift basis.

Procedures:

The information white board contains the following information regarding to in-house/arrival guest on particular floors:

Guest name

Room number

Room status

Fruit

Flower

Personal bar

Complimentary pressing

Daily Briefing with Room Attendant--butler Training Guide

Standard:

Effective communication between Butler and RA is vital for providing qualified service to guests.  Butler shall conduct morning briefing with his/her floor’s RA on the daily basis for giving out instruction and information.

Procedures:

  1. Butler shall prepare his daily briefing with RA upon commencing the daily duty.

  2. Upon RA reaches the assigned floor, Butler shall brief RA of following information:

Which floors are you in?

Which floors is butler in?

How to Handle Morning Call Requests--butler Training Guide

Standard: Butlers will record guest’s morning call request.  Butlers will also offer morning coffee/tea service to guests upon their making call arrangement.  The information should be taken down accurately and handover to Command Center to make the arrangement.

Procedures:
Upon receiving morning call request from guest, take down the following information:
Guest room number
Wake-up call time of the day or the next day
You may double check the room number by addressing guest by his name according to information record.

Greeting as Lobby Butler--butler Training Guide

Standard:

Lobby Butler shall make himself presented at the lobby during regulated hours of the day to provide greetings to all and coordinate Floor Butler’s in-room check-in service for all arrival guests.    

Procedures:

  1. At least one Butler shall be assigned as Lobby Butler / Greeter who shall permanently station himself/herself in the lobby during his/her duty hours.