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The Modern Butlers’ Journal for Service Professionals Worldwide, April, 2013

BlueLogo2011web The Modern Butlers’ Journal for Service Professionals Worldwide, July, 2012

The Modern Butlers’ Journal volume 9, issue 4

International Institute of Modern Butlers

IIMB Chairman Steven Ferry The Modern Butlers’ Journal for Service Professionals Worldwide, July, 2012 Message from the Chairman 

Some idle musings this month while taking a break from training some rather encouragingly-enthusiastic butlers in the Middle East….

“I have heard of chimpanzees eating at the table and then, of course, the real question becomes not so much in what order does the service take place, but should they be allowed to remain while port & cigars are passed?” So questioned a butler eight years ago about a prospective job he was being offered in Miami, in which one of the family members to be serviced was exactly that, a chimpanzee. All in a day’s work, perhaps, but illustrating the occasional indignity butlers are required to endure in a profession that prides itself on its dignity. And in so doing, displaying that other great butler trait: aplomb or sangfroid, two excellent French words that describe the better butler.

Talking of which, a private service butler I was training in Florida recently coined a new term I believe  worthy of being admitted into our lexicon: “to butlerize”—meaning to put the stamp or imprimatur of the butler, as represented by the standards of the butler, onto a project, action, or product. If you like the term, please do use it—I believe it will help promote the benefits of the profession.

Letters to the Editor

“The studies definitely have benefited all my other activities.  I seem to be as productive as ever, with the additional advantage of a service philosophy, more and better people skills,  as well as domestic skills that are surprisingly helpful, often in surprising circumstances.  This course and your mentoring have been some of my most valuable education and training.  I am only sorry that I did not receive such training when I was in my early 20s: What a difference it would have made in my life and career.  Yes, I have a wonderful life, and my career has been successful; but I can look back, with hind sight, seeing remarkable benefits that might have been realized had I simply had the skills of a proper English butler.  Not a day passes now that I do not use my training.” 

Received from a Private Service Butler Correspondence Course student

Butlers in the Media

Finally, an accurate portrayal of the job market for butlers today—a well-researched piece.

Interesting article about the butler in the Virginia Governor’s mansion who has been providing service there successfully for the past 29 years.

For those wondering how much progress is being made in replacing real butlers by robot butlers, a new milestone has been reached: a prestigious university in the US has managed to create a robot that can separate Oreo cookies into their component parts—not generally part of a butler’s job description, but hey, let’s not nitpick—and who also speaks with a “synthetic British accent.” Added to earlier advances by universities elsewhere over the last 15 years, robotic butlers can also now crack open an egg and butter toast. It seems humanoid chefs should also be concerned about their prospects.

And for comedy buffs, Stephen Fry, oft appearing as a butler in movies and TV series, is lined up to be the butler in a spoof on Batman and Alfred, his butler.

Placement

Any hotel butlers interested in a supervisory position at a resort being opened this summer in the Maldives by a prestigious Luxury House, can apply by sending their resume to the Institute.

 Amer1x1inch The Modern Butlers’ Journal for Service Professionals Worldwide, July, 2012 Let’s Talk about Wine, Part XIII

by Amer Vargas

Today we travel to California, not only to take advantage of its beautiful weather, but also to enjoy the best US wines of all times.

Wine production in California started in the eighteenth century, when Spanish missionaries planted the first vineyards—in order to have wine for Mass—using vines they brought from Spain and cuttings imported from other missions in Mexico.

The Gold Rush during the mid-nineteenth century increased both population and the demand for wine, hence the appearance of hundreds of new wineries that produced well until the philloxera epidemic struck later that century, destroying the vast majority of vineyards and sending most minor producers out of business.

But the ability to graft traditional (and healthy) vineyard cuttings with philloxera-resistant American rootstocks revived the craft and began a new era of great US wines, that is, until the enactment of  the 18th amendment in 1919: the prohibition of alcohol. Only a lucky few wineries were granted the right to continue producing wine for Mass (an exception to the Prohibition); others redirected their business to grape juice production, while many others disappeared.

By the time the Prohibition was finally repealed in 1933, the Californian wine world had been mostly destroyed and it took more than three decades to recover.

Napa Valley Welcome, photo by Stan Shebs

 

But then, in 1976, several Californian wineries were invited to a blind tasting event in Paris to compare their wines with some of the best Bordeaux and Burgundy contemporary wines. This event, known as The Judgment of Paris, stunned the wine world: Californian wines swept the contest in both white and red categories! Since then, the expectations regarding Californian wines have changed worldwide and have made California the world’s fourth-largest producer, after France, Italy, and Spain.

Lying along the West Coast of America, California enjoys the benefits of the humidity and breezes from the Pacific Ocean. There are six different wine regions: North Coast, Central Coast and Southern California, all lying along the coastline, whilst Far North California, Inland Valleys, and Sierra Foothills are situated further inland. They all share the Mediterranean (mild-Continental) climate, with long growing seasons and mild average temperatures that favor all stages of wine production. What differentiates Californian wines is the result of their soils, which can be rich in sand, clay, loam and granite. All these soils allow vineyards to grow strong and healthy, while giving different hints of flavors to the final wine.

Among the more-than-a-hundred grape varieties grown in California, the most produced are Merlot, Cabernet Sauvignon, Pinot Noir, Syrah, and Zinfandel for red varietals, and Chardonnay and Sauvignon Blanc for whites.

The warm weather permits the growth and harvesting of very ripe berries and the creation of fruit-dominant and simple flavored wines. The use of oak barrels for aging is quite common in California. It is also common to find most of the California wines to be full-bodied.

Robert Mondavi 2004, photo by Silence the Kriz

 

As a consequence, Californian wines call for matching with very rich foods: Chardonnays are recommended with white fish, shellfish and chicken when accompanied by creamy and buttery sauces; Sauvignon Blanc goes excellently with grilled vegetables and many white fish cooked with garlic-based sauces. The Californian Merlot—the most reputable and popular varietal wine in the country—matches to perfection with sautéed duck breast and pork tenderloin, including any sauces they may come with; as for Cabernet Sauvignons, the grapes that put California on the wine map during that 1976 Judgement of Paris, one must try them combined with any kind of beef, no matter how it has been prepared.

I raise my glass of Napa Valley Merlot, to my dream of visiting those sunny California foothills in the near future. Salud!

Removing Coffee & Tea Stains from Silverware

by Jeffrey Hermann

If you can manually clean the inside of a coffeepot or teapot, use a cellulose sponge (if the pot opening is big enough) or make a swab by wrapping a sponge on the end of a wooden dowel. Moisten the sponge and apply a liberal amount of Wright’s Silver Cream, then wipe away the stain and rinse the pot thoroughly with warm water. Wright’s is an excellent cleaner for this task because it’s much less abrasive than commercial cleaners that are not meant specifically for silver. Don’t use powdered abrasive cleaners, as they will  impart fine scratches which will attract more dirt. Don’t use steel wool (too abrasive and rust may result on the bottom), Scotch-Brite or scouring pads (too abrasive), or dips (too toxic — see Chemical Dips). A cotton swab with a small amount of Wright’s will remove stains within the spout opening.  Rinse well with warm water.

If you can’t adequately clean the interior manually, fill the pot with warm water and drop in one five-minute denture cleaning tablet (about five cents each) per two cups of water. Let stand for ten minutes, empty, then rinse with warm water. You may find that the effervescing action of the tablets just breaks the contact between the stain and the silver and not lift the residue. If this occurs, use a wet brush to remove the loosened residue and rinse with warm water.

Visit Mr. Herman’s website for more silver cleaning and maintenance tips: www.hermansilver.com

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The Institute is dedicated to raising service standards by broadly disseminating the mindset and skills of that time-honored, quintessential service provider, the British Butler, adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resort,  spas, retirement communities, jets, yachts, & cruise ships around the world.

 

Categories
Newsletter

The Modern Butlers’ Journal for Service Professionals Worldwide, March, 2013

BlueLogo2011web The Modern Butlers’ Journal for Service Professionals Worldwide, July, 2012

The Modern Butlers’ Journal volume 9, issue 3

International Institute of Modern Butlers

IIMB Chairman Steven Ferry The Modern Butlers’ Journal for Service Professionals Worldwide, July, 2012 Message from the Chairman 

Throughout all the centuries butlers have been developing the profession, there has been slow advancement of conditions and technologies in and with which to bring about the superior service for which we are renown. Yet nothing compares with the tools at our disposal today. Take a minor miracle performed recently in Russia, in which a cook was acting unmotivated and listless. A gentle enquiry revealed this condition was a result of finding her husband  lifeless a short while before. The Butler in the household was given the know-how to alleviate this terrible experience and she did an excellent job of taking the cook through all the grief, upset, and self-blame connected to it, to the point where she not only emerged free of the past, but was re-invigorated with life—determined to find another husband, but also, intent upon excelling again at her job. And so she has, since. In truth, there are really no situations a butler can encounter today for which tools, technology, and know-how do not exist to resolve them, which can only be good news for all in private service. In a way, we are delivering on the promise of the butler/valet, as embodied in the likes of Jeeves, as the solver of all problems the employer can imagine and present.

Letters to the Editor

“It is always a joy to hear about your global escapades and to see first hand what you are doing for our industry. In this particular Journal, I see that you finally made a break through at the university level… Kudos to you—my hope is that you can eventually bring that spirit of interest home to the States.” LW

“I enjoyed your article about spending time recently in Moscow to speak to faculty and students at that city’s university department for hospitality and tourism.  As a college student in NY, I was fortunate to spend January 1972 in Moscow and St. Petersburg (then Leningrad) to study Russian history/language.  The restaurants I experienced, both with our student group and when out with locals individually, left much to be desired.  Foreign visitors during the Brezhnev era were a new phenomenon but welcomed nonetheless.  From steamy basement communal/co-ed showers (only short wood walls between shower spigots) in the hotels, to repeat meals of borscht soup and roast chicken, it was a wondrous time for a girl of 20 to be in those exotic cities.  Thanks for making me think about Russia again.” DS

“Do you have any recommendations for hotel butlers  to take in order to increase occupancy?” KG

Ed: Hotel butlers do not engage much in the way of promotional actions, really, over and above doing their jobs well. If occupancy is high, then simply doing their job well is the promotional action. If occupancy is not always 100%, then outflow to past guests is sensible, especially those with whom they have established a relationship. This outflow takes the form of letters, cards, or emails. Occasionally, such as was done by Head Butlers at the St. Regis in Aspen and the Rosewood in Riyadh, Saudi Arabia, they work with their PR departments to assist newspaper or magazine writers with pieces about superior service in their hotels, or in commenting on current events. Otherwise, one could make sure the hotel’s web site mentions the butler service sufficiently well/prominently—and that would extend to any promotional literature being sent out. These days, having guests’ Twitter addresses allows another personal communication avenue to open and be developed, so that the occasional recommendation to return could be made based on twitter comments posted by the guest. This is just an idea, not anything anyone has mentioned doing, and would have to be done discreetly and intelligently.  It could be an imposition if applied rotely by hotel butlers who have not developed a good relationship with the guest. Similarly, if linked to Facebook, one could use that information to know when to send an email (Facebook is too public) suggesting another visit.

“Thank you very much for your answer, which is very useful. At what point is writing to past guests considered acceptable before it becomes junk mail?” KG

Ed: Hotels generally contact past guests with various offers or promotional literature on various channels, and these really are junk mail. What makes outflow from hotels of value (and what I advise hotels to do) is when these contacts come from “their butler” and provide some personalized incentive, whether discounting or alerting to some event that is of known strong interest to the guest, as well as personalized communications or news. If the communication is about the guest, hits their reality level, and is at the correct emotional level, they will respond—and from time to time, even come to stay, as hoped.

Butlers in the Media

It used to be that condotels were a strong market for butlers, but that market disappeared with the economic downturn in 2008 (except in China) as units remained unsold or foreclosed on. The Wall Street Journal reports that this market is finally picking up again—with South America, Asia, and elsewhere buying these properties and developers not including so many condos in their luxury hotels, as well as focusing on the top markets of major cities for their new developments.

An interesting take from Travel Weekly on keeping the wealthy interested in the luxury resorts they frequent, based on the new direction being taken by the revamped Six Senses luxury chain. The luxury service, as presented by butlers for instance, is not in question, but new experiences should be offered that are outside the norm.

Industry News

The Beginnings of a European DEMA: The European Association of Butlers and Household Staff (www.amepm.eu) has just been established with the goal of bringing together Europe’s Butlers and Household Staff in order to promote and protect the profession for the benefit of future generations, employers, and international recruitment agencies. AMEPM is also dedicated to establishing a network and private concierge service of quality suppliers for its members. In partnership with specialised training institutions, the Association also recommends conferences and seminars to broaden members’ knowledge and expertise in this fast-growing profession. Lastly, AMEPM wishes to build a professional social environment, with dinners and events organised regularly in order to make contacts and encourage constructive exchange between members.

Placement

Mature domestic couple/caregivers sought for the Ohio estate of an elderly couple. The principals are snowbirds and only in Ohio for part of the year. This is a live-in position. Woman must have good knowledge of housekeeping duties. You will only do light housekeeping from time to time, but you’ll need to supervise housekeeper. Must be able to do all cooking (simple cuisine) and provide daily, personal care to the principles. Nurse training not required, but a plus. The man will supervise and handle all vendors and contractors who look after pool, gardens etc. He will also perform basic maintenance/ handyman/gardening/car work himself. Some driving is required: to/from airport and running of errands. These are kind employers; they are looking for a couple that’s in it for the long haul. Good remuneration package with full benefits. If interested, email resumes, including good quality photo and salary requirements, to enquiries@modernbutlers.com

Butler/Household Manager wanted for a private estate north of Tucson, Arizona. Live-out position that requires hands-on household management skills as well as cooking abilities. (You don’t need to be a chef, but basic cooking skills and the ability to assist the principal with meal preps and take cooking duties off her plate several nights a week is required). Estate currently has one 13,500 sq ft residence, but a second, 6500 sq ft mountain home, is being added in 2013. The right candidate will perform PA duties to the Mrs., oversee everything in the house, assist housekeepers when needed, help look after 2 Labradors (one a puppy); be able to service children and grandchildren who visit occasionally, help organize and serve at regular parties and events, including corporate dinners in the estate (the Mr. runs his several companies from the estate); manage the full time groundskeeper, part- and full-time housekeepers, as well as all vendors. You will do shopping and run errands as needed and occasionally drive principals to/from airport. 40 hours a week approx, flexible hours; but you’ll rarely work holidays. Good remuneration package starting around $80,000 plus housing allowance, medical, 401K. If you’d like to be considered, send us your updated resume with photo and salary requirements. enquiries@modernbutlers.com

Cigars, Part XIII

frankmitchell by Frank Mitchell 

Selecting Cigar Accoutrement

On more than one occasion, a hotel manager has insisted that it is not necessary to spend money on new ashtrays and lighters when setting up a cigar bar. “Simply use what we already have,” they told me. The problem here was that what they had was designed for cigarettes.

Cigars are bigger than cigarettes; they will cause small ashtrays to tip and they produce ash in far larger quantities than a cigarette ashtray can cope with. You will disturb the smoker if you keep changing the ashtray every few minutes. It makes no sense investing a large amount in a stock of fine cigars, only to skimp on the details. So, here are a few things to consider:

Fine china ashtrays come in many attractive designs, while crystal remains a classy choice. Never wash your ashtrays in a dishwasher. There is nothing worse than being served food and finding flecks of ash on your plate, glass or fork. Also, if your ashtray is ceramic and has fine gold detailing, this will wear away in the dishwasher. Crystal will go milky and become rough. Wash the ashtray by hand. Steam it under the espresso machine if it goes dull and buff it with a dry cloth – it will return to a brilliant shine. (This trick once fooled a GM into thinking I had bought new ashtrays without asking.)

There is only one modern option for lighting a cigar and that is a butane gas lighter. These produce a blue flame in a tight jet with a soft roar. The gas is odourless, can heat the foot of the cigar quickly and is the only thing that will light a cigar on a windy day (useful for lighting stubborn candles too.) Do not be tempted to buy a cheap knockoff. I can tell you from experience that it will not last in a commercial environment. There can be few things more embarrassing in service than trying to light a cigar in front of a guest and having your lighter play up. If your property will not invest in a quality lighter, why not consider buying your own? If you get a good one, look after it and don’t loan it out to all and sundry. It will not let you down or run out of gas at an inopportune moment. Remember that if the flame is not blue, the gas is not pure and will contaminate the cigar with fuel odours. Cigarette lighters are therefore out of the question.

Traditional alternatives include very long matches or tapers split off the cedar lining of an old cigar box. It is more difficult to light a cigar with these and I cannot recommend this unless the bar is quiet and you have a patient and appreciative guest. Traditionally, these would be brought to the table on a trolley and lit with a candle. This has given rise to the misconception that you should use a candle to light a cigar. Candles impart waxy flavours to a cigar and must be avoided. It is quite in order to use the candle to light the cedar taper however, and then use the taper to light the cigar. The reason for the candle is that you will go through several tapers lighting a single cigar and if you stop to light each one your cigar will go cold between tapers and never be lit.

For the same reason you cannot light a cigar with ordinary household matches – you would need too many. Very long matches will do the trick, but be sure to burn off the smelly sulphur at the end before lighting the cigar with the match.

Next month, we will look at various designs for cigar cutters and discuss the merits of each type before moving on to finally cutting and lighting a cigar for a guest.

 Amer1x1inch The Modern Butlers’ Journal for Service Professionals Worldwide, July, 2012 Let’s Talk about Wine, Part XII

by Amer Vargas

The Wines of South Africa

This time we are in South Africa, one of the very few African countries that produce fine wines.

Vineyards in Stellenbosch, photo by Coda

Wine production in South Africa dates back to the mid-1600s, when a Dutch surgeon and governor, Van Riebeeck, was put in charge of the Dutch East India Company in Cape Town, then a supply station, to produce grapes and wines to ward off scurvy amongst sailors during their voyages along the spice route. Thus, on 2 February 1659, Van Riebeeck wrote on his diary, “Today, praise be to God, wine was made for the first time from Cape grapes.”

When Simon van der Steel replaced Van Riebeeck in the government, he started planting his own vineyards in the former Wildebosch (currently Constantia) with the help of French refugees, the Huguenots, who were experts in viniculture and wine production, and then spread the plantations to a region he called Stellenbosch – meaning: ‘Van der Steel woods’.

Groot Constantia Vineyards, photo by Awhite

The nineteenth century saw the growth in importance of South African wines, most especially sweet wines from Constantia, as well as fortified wines and other spirits. Since then, climate ups and downs, economical and political changes have come and gone while South African libations have survived and improved all throughout the years, achieving high quality and taking the country to the top 10 wine producers worldwide.

South Africa is located at the southern tip of the African continent. Most wine regions are located near the confluences of the Atlantic and Indian Oceans, in a Mediterranean climate that is characterized by mild weather in spring, intense sunlight and dry heat in summer, and cold, wet winters.

In general, South African soils tend to retain moisture and drain well as a consequence of their proportion of clay. Some of the soils are so unique that their wines are labeled also by their ward (or terroir).

There are a number of Wines of Origin (WO, a qualification begun in 1973) in South Africa, the majority and most important ones being in the Western and Northern Cape regions. The WO are determined by the sites of the vineyards but, unlike the French AOCs, do not imply a limitation on the varietals allowed to be cultivated.

There are four WO categories: Geographical units (i.e. Western Cape), Regions (Breede River Valley), Districts (Constantia), and Wards (Calitzdorp). Generally speaking, the smaller the WO (e.g. ward rather than geographical unit), the better is the wine.

South African wine, photo by Jean-Marie Hullot

Around 80% of the vineyards grow white grapes, the most important ones being Steen (local name for Chenin Blanc, by far the most cultivated grape in South Africa), Hanepoot, Colombard, Sauvignon and Cape Riesling; as for the reds, Cinsaut (also known as Hermitage) is the most cultivated, followed by Cabernet Sauvignon and Pinotage.

South African wines are well known for their versatility in pairing, which makes the task very easy. These are some recommendations: crispy Chenin Blancs match very well with light dishes such as chicken, many cheeses, salads and most seafood; sweeter ‘chenins’ contrast deliciously with spicy food, especially if cooked Asian style; Sauvignon blanc pairs very well with soy dressing and salmon dishes; and Pinotage is excellent when combined with sweet salads (with fruit), and duck or lamb.

This writer raises his Raat’s Family Chenin Blanc and wishes his readers all the best!

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The Institute is dedicated to raising service standards by broadly disseminating the mindset and skills of that time-honored, quintessential service provider, the British Butler, adapted to the needs of modern employers and guests in staffed homes, luxury hotels, resort,  spas, retirement communities, jets, yachts, & cruise ships around the world.