Categories
Newsletter

The Modern Butlers’ Journal, May 2016, International Institute of Modern Butlers

 

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

The Modern Butlers’ Journal volume 12, issue 5

International Institute of Modern Butlers

Teaching Right Mindset, People Skills, & Superior-service Expertise

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

Message from the Chairman

Keeping tabs on how butlers are perceived in society (see our column Butlers in the Media over the last several years) has been mainly an exercise in spotting ways that our title has been called upon to confer the profession’s key characteristic of superior—solicitous, etc.— service. This trend has been ongoing for quite a number of years—even centuries if we look at products such as “Butler Trays” and Butlers Thumbs”—and it represents a double-edged sword, in that we are a) recognized as the quintessential service provider that sets the standard, while b) each taking of our title in vain tends to denigrate or cheapen that title.

None of this really has had much impact on our profession or how it is perceived, until the ominous sound of “robot butlers” marching toward the future grew too loud to shut out in the present. Why is this trend more than a curiosity, and something to which we should pay attention?

Because unless we ferret out and remedy those elements that push our profession in the direction of being two-dimensional figurines with automated responses, we will have nothing to offer that would prompt an employer to keep us on, with all our human foibles, faults, and flaws, in favor of a real automaton, a robot butler.

Anything each one of us can do to reassert our humanity in society as a whole and in our profession in particular, to reinvigorate the life that is in us, to use the judgement and compassion that are the hallmark of civilization, as opposed to bowing to the materialistic view of life as a huge collection of amoral and pointless atoms and quarks, would be one more point of light to throw on the darkening clouds of materialistic progress.

Put simply, if we want to keep our jobs, then let’s put some attention on improving our offerings to potential employers by differentiating ourselves from what robot butlers have to offer—because they, not fellow butlers today or the struggling economies, etc., are the threat to the centuries of service our profession has made possible.

Butlers in the Media

In terms of robot butlers, this month has seen a few launched or discussed—most particularly BMW’s and Bentley’s holographic butlers covered in the last MBJ; then there is Big-i, a “home butler” shaped like a rubbish bin/trash can, that can find its way about the house, enjoys voice and facial recognition, can track motion, control devices and equipment, learn to adapt to different people’s preferences, and speak to them accordingly. Being Chinese, Big-i is programmed to recognize the hierarchy of whom to show obedience to, starting with the boss. It can help children with their homework, “remind them to wash their hands if it sees them with a piece of fruit, give directions….” One supposes the only limit to its skills are those of the programmers and their patience in programming every single possible human interaction and life-situation. Just how valuable such a response may be remains to be seen—if every time a child picks up a piece of fruit he or she is reminded to wash his hands can be discovered if one were to try this with one’s own children for, say, the next couple of months. As great a technical advance as Big-i and others like it represent, is this really where we want to be going as a human race?

Then there is SmartAll, an “AI Butler” that is simply a home-control system for up to 1,000 devices—one that learns your patterns and makes decisions after seven days: “If you boil the kettle at 8.30 am each morning or turn off the lights at 11 pm every day, it will do that task for you.” In practice, this could be as annoying as those auto-correct features that create completely new words in your wake as you type, which can result in embarrassing or nonsensical communications if one does not then go back and check the checker. Controlling kettles may seem like a good idea, but what happens if there is no water in the kettle? And how does it know if iRobot Roomba, the vacuum cleaner, can skip a room or needs to spend extra time in it because the dog just chewed through the boss’s favorite pair of slippers?

But fear not, for those having difficulties with their computerized home management systems, there is now Digital Butler, a downloadable app to sort it all out. Maybe.

MiButler is another of the new wave of services and delivery services offered to home owners at low price: this one not an app but a text-based service—send a text message, they deliver, and mostly food delivery, but also such as car washes and grocery runs. Jarvis, another such service, also wants to be “your personal butler, attending to your groceries, cleaning, gardening, laundry and chores from $33 per week.” This company is making an effort to provide low-cost service to those many who do not have time to run their homes, but at least says it is training their butlers and looking for those with the right mindset. And then there is one town where the downloadable Butler app enables locals to order food deliveries.

Then we have the Thai hotel offering their BBQ Butler, actually just a private chef; the Brownstone Butler cleaning service in Manhattan and The Butler Did It Cleaning Company in Pennsylvania; The Butler, a hotel wardrobe designed with the purpose of making it less likely that guests leave things when they check out; Botlr the robot is now also in service in Chicago, breaking out of the confines of the Silicon Valley hotels in which it has been in service to date as a bellhop delivering small items to guest rooms; Taxi Butlers are push button systems for summoning taxis—existing already in 35 countries; and lastly, a Lexus dealership offers its Butler Experience, which involves remembering the names of clients “and customizing service to their individual preferences whenever possible.” Judging by their sales, it seems to be working.

One advertisement for a butler on the West Coast at 175K+ and another on the East Coast at $150K show that there are still those who understand the value of human butlers in running households, and who appreciate the scope of work and duties they can undertake. Along the same lines is an interesting article on the butler at Blenheim Palace.

And to conclude, the sad loss of Prince, was not compensated for by a hotel butler when talking about his experience servicing the musician; the reporter wrote, “And of course, our chatty butler (who no longer works at the Rio, so it’s fine) has a couple shady Prince anecdotes to dig up.” Really?

Need a Vacation or Time off Work?

Whether planning a vacation or experiencing an emergency, your position needs to be covered by someone. Often, that person is one of your own staff and their duties are light when your absence is planned to occur when principals are not in residence.

However, for those occasions when someone competent is needed to cover for you, you can always contact the Institute to arrange for temporary coverage—we have connected employers and their household managers and butlers with our team of temporary butlers and household managers for over a decade.

This includes times when  reinforcements are needed for larger projects or to cover when someone has departedly suddenly, for whatever reason, and a few weeks are needed to find and bring in the right replacement.

If you are already a butler or household manager and would like to join the on-call team, then feel free to contact us. There is no obligation to take on any project—you only turn up if you are available and interested.

Creative Corner

Statue of David, in soap
Statue of David, in soap

Whether a butler in private service or hospitality or elsewhere, the attention to detail in the execution of small, customized efforts that show caring, especially when that creativity was shown by the butler, counts for a lot with most employers and guests—whether or not they voice their appreciation, it is usually noted quietly. That is why we have been championing this somewhat quixotic goal of creating small gems to leave in the employer’s or guest’s bedroom or bathroom or anywhere, that go beyond the commercial, off-the-shelf, one-size-fits-all, it-takes-no-extra-care-and-attention-on-our-side efforts to “wow” the recipient.

The intrepid and creative head butler at The Fort Harrison hotel in Florida, Mr. Gutman, has been working whenever he has a spare moment, on perfecting techniques that enable butlers anywhere, with a small outlay of their time, to create custom-made soaps, fruits, and now chocolates, for each employer, family member, or guest.

Diver carved into an apple
Diver carved into an apple
A client's business logo done with such precision, that a logo company with laser equipment could not get it right
A client’s business logo done with such precision, that a logo company with laser equipment could not get it right

 

TXL_logo
The client’s original business logo, to compare

Remember, this butler is not one trained or experienced in carving, but it is amazing what he has managed to do with an X-Acto knife and attention to detail. Maybe not everyone feels they, also, can develop this skill, which is one reason why Mr. Gutman continues to work on developing techniques and materials that will allow anyone to personalize such items in the pursuit of that treasured smile on the employer’s or guest’s face. Enter his latest breakthrough: making molds that allow multiple products to be produced, still targeted to specific groups of individuals.

“I make a figure out of a clay, pour liquid silicone over it that then hardens and becomes a mold. I then cut it open, remove the clay, and then pour in soap or chocolate, using the same mold. I only need to make the figure once and then it is only a matter of minutes to create another one
out of a soap, chocolate, ice, you name it. There are so many things that can be done with it—apart from giving to my own guests, I can see other departments in the hotel offering these custom-made pieces when they provide their service, such as for banquet guests.”

Mr. Kobi is not too far away from being able to produce a manual for anyone in private or hospitality service who may be interested in adding such little gems to their skill sets for wow’ing principals and guests alike.

Amer1x1inch The Modern Butlers’ Journal for Service Professionals Worldwide, July, 2012

Let’s Talk about Mixology, Part 11

by Amer Vargas 

French 75

Today, we fly back in time again to the days when movies were black and white, and a classic movie that most retro lovers enjoy, Casablanca, featured a popular cocktail.

In honor of that most famous of lines in the movie, “We’ll always have Paris,” it’s only appropriate that this month’s  Journal should have a French theme for its cocktail: French 75.

French 75, photo by Annie
French 75, photo by Annie

The French 75 first saw a glass in the 1920’s, with different versions being spawned since by changing one or more of the ingredients. The current, common recipe in fact changes substitutes cognac for the original gin, yet is still considered to be the same drink. The presentation of the cocktail may also differ, depending on the bar: whilst the original cocktail called for a highball glass (half-filled with ice), these days, it seems to be better presented in a champagne flute.

According to the International Bartenders Association, the ingredients of the cocktail are: 3 cl/1 oz of gin, 2 dashes of sugar syrup, 1.5/0.5 oz cl of lemon juice, and 6 cl/2 oz of champagne.

The preparation is simple: combine the ingredients, except for the champagne, in a shaker filled with ice, and shake vigorously. Then strain into the serving glass of your choice: highball with ice for the classic touch, or champagne flute for a more classy and elegant look. Top up with the champagne and stir gently. Neither garnish nor decoration are called for in the official recipe, but many bartenders like to add a twist of lemon to improve the presentation.

This sparkling cocktail is thought to have been created in order to enjoy champagne with a little bit more kick. So make sure that, unlike Sam, you don’t play it too many times, or you may not be allowed to board the plane at the end of the film.

Mr. Vargas is the Institute’s President and can be contacted via AmerVargas AT modernbutlers.com

Of Butlers and Roses, Part 25 of 30

by GJ dePillis

The Medicinal  Rose 

Our previous article may have started a conversation between you, butler, and the chef, who hopefully now is using roses in his or her gustatory treats for your family. Did you know that in ancient times, roses were hailed also for their medicinal uses, quite apart from their aesthetic value?

Ancient texts show roses to have been a staple in the apothecary, most especially red roses because it was thought their stronger fragrance created a more potent rose oil.

What ailments were cause for the butler, nanny, or whoever, to whip out the rose oil, rose hips, or rose petals?

  • Drinking rose water would stave off a queasy stomach or even prevent vomiting;
  • Rose hip tea, or rose honey, would ease coughing;
  • Topical applications would alleviate joint pains and rheumatism;
  • Rose-scented oils would revive swooning or fainting individuals (mostly ladies obliged by fashion to trim their figures by wearing highly constrictive-to-oxygen-flow corsets);
  • Relieve fevered patients;
  • Drinking rose tea, rose water, or rose wine would ease constipation or other digestion problems;
  • When mixed with mint leaves, heated and applied to the chest and stomach, it was thought to encourage restful sleep, ease breathing (congestion), to ease aching muscle, and soothe an agitated patient;
  • Sore throats were soothed when taking a spoonful of rose honey;
  • Rose oils mixed with lotions were treatments for skin sores;
  • Mixing rose oil with apple cider vinegar and spearmint leaves would ease cases of dandruff;
  • Spraying chilled rose water from a spray bottle would refresh on hot summer days;
  • Rose petals soaked in white wine for at least two days, then strained and drunk to the tune of one goblet, would diminish headaches (The old “hair of the dog that bit you” approach). As a side effect, if the patient also had sore or wounded gums, this rose wine would ease the aches;
  • After removing the hairy seeds from rose hips and mixing the rose hips with sugar, adding hot water, straining, then drinking, one could treat diarrhea;
  • It has been said that to sooth a colicky baby, dried and powdered rose hip pulp placed in the infants mouth would calm them.

Ms. dePillis is a freelance contributor to the Journal who is based on the West Coast of the United States. She can be reached via depillis AT gmail.com

Jeff Herman Consulting the Silver Expert

 by Jeffrey Herman

 

Q: How do I best remove tarnish from between fork tines?

A: Flatten some cotton swab heads with a hammer; dip them in Earth Friendly Silver Polish or Blitz Silver Shine Polish; wipe them between the tines; rinse under warm running water;  dry immediately with a soft cotton towel.

Mr. Herman continues to offer his services to our readers for any questions you may have about the care of silver. Either call him at (800) 339-0417 (USA) or email jeff AT hermansilver.com

 

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

Categories
Published Articles

Constant Creativity & Enthusiasm In the Drive to Exceed One’s Own Lofty Expectations

Four- and five-star hotels and resorts around the world number in the hundreds, catering to different markets/publics with different needs and wants. The imperative to make the guest experience so memorable that the guests become repeaters and ambassadors, occupancy runs dizzyingly high and word of mouth sizzles, is one that every new (or existing) General Manager/Managing Director faces; each has a vision, a style of management, a stable of successful actions, and erstwhile colleagues they trust to support their standards and whom they quickly bring in to precipitate success for owners, shareholders, management, staff, and guests alike.

This story is about the dynamic approach of one particular GM who lives the mantra of all service professionals, with a twist: exceeding even one’s own expectations by adopting a mindset that drives a never-ending and highly creative stream of improvements, not just in service quality, but also the guest experience—in a whirlwind of energy that lifts all metrics before it!

At the end of one assignment, Dietmar Koegel (“Didi”) was asked if he wanted to manage Per Aquum’s resort, Niyama, in the Maldives. He was not sure, so he visited the island as a guest for two weeks and discovered a fine resort with issues that were not so much “bads” as a failure to develop potential “goods.” For Didi, the cup is neither half empty nor half full, rather “almost full” all the time; so like an artist assessing a blank canvas, he piled creation upon creation in his mind of how the guest experience and satisfaction could be second to none, as opposed to merely excellent.

Now, 14 months after taking the helm, Niyama’s Trip Advisor ranking has risen from 50th to 12th and their Guest Satisfaction Score as measured by Market Matrix has risen from 88% to 94%. Of Minor Hotel Group’s 136 hotels (at last count), Niyama has risen to #1. Niyama moved from the high 40’s and 4.5-star on TripAdvisor, to #12 and 5*.

How did Didi achieve such results so rapidly in a region where Niyama is one amongst dozens of desirable, high-end island-resorts?

He took immediate action to raise the level of passion in the staff based on his own example, and was not shy of replacing members of senior management who found themselves unable to rise to the occasion.

New hires were sought who had passion: one example was Yoosuf, a butler who was new to hospitality and, following training that inspired him with how many ways there were to wow guests, soon impressed the guests so much that one couple wanted to show their appreciation. When the butler told them he was happy to service them and was not interested in their tip, they had him take them in a speedboat to his local island, where they toured the hospital and school, donated $150,000 on the spot and pledged a further $150,000 for the following year.

As a longer-range target, and to complement the improvements being realized on the people side, Didi immediately pushed through a budget for, and construction of, villas and unique and innovative (for the region) outlets that doubled the former and tripled the latter—by the simple expedient of developing a second adjacent island that, hitherto, had lain fallow.

Didi upgraded from a generic, single island that tried to be all things to all guests, to a two-island concept: Chill for adults and (the new island), Play, for families— with 48 family villas, family restaurants, an ice cream parlor, a cooking school and the largest kid’s club in the country, Explorer, catering to four age groups starting uniquely at just one-year old, designed and run in partnership with Scott Dunn, the top European operator.

Didi then invested in training the staff, with the understanding that Rome was not built in a day, and nor were the skill sets of the staff built with a once-off dog-and-pony show: so he provided daily in-house training for all staff to ensure consistency and polish of all outlets and departments; and backed it up with external training, such as two months of training for the bar staff; monthly wine training; and training and coaching every four months for the butlers (Thakurus, in Divehi, the Maldivian language), especially focusing on soft skills and always leaving the guests happier with each interaction.

Realizing the importance of butlers in making possible more personalized service, he quadrupled their numbers, added more butler services and had all the butler SOPs fine tuned—and importantly, is maintaining the ratio of butlers-to-guests as occupancy increases so the butlers do not drop their level of services from sheer lack of time for each guest.

Moving beyond the usual online booking process, Niyama now has its Online Preference Menu, in which all direct bookings, OTA and TO receive this link [http://www.niyamamaldives-ppm.com] with their reservation confirmation to capture guest preferences and allow Niyama to prepare for their arrival (such as placing fins and diving masks in the villa before arrival, based on the shoe-size information submitted).

Instead of the “usual” guest arrival experience, with welcome messages on the bed written in palm fronds or flowers (nice touches, of course), he looked for ways to “rise above the noise” of his competitors. So now Niyama guests see a welcome message in lipstick on the mirror, bed decorations, and welcome gifts beyond the usual complimentary bottle of champagne or wine, such as a frisbee, mini hand-fan, and mini-speakers, all of which create a sense of expectation in the guests that the rest of the stay will be marked by innovation and attention to myriad details that add up to desirable things to experience and have.

And that is exactly what Didi’s team focuses on delivering.

Knowing that a variety of gustatory delights rate high on the list for most guests, he added three new restaurants: Blue, a Mediterranean restaurant; one of the largest tree-top restaurants in the world—appropriately called Nest—offering Chinese, Thai, Indonesian, and Japanese cuisines; and converting the underwater night club into, appropriately, a seafood restaurant. He hired top cooks for these outlets and then reviewed and aligned the menus based on guest comments. This in addition to the other 6 restaurants and bars, including Tribal, an al-fresco, beachside-by-the-jungle restaurant offering African and South American cuisines that combine local inspiration with global flair; and an authentic ambiance, whether the tall Masai-warrior host, the chefs and wait-staff from different African and South American cultures; the flaming, open fires, hot-rock grills, and Argentinian Asado woks; or the traditional, complimentary (and potent) Dawa (Swahili for medicine) pick-me-up that the bar tender brings to start off the meal in the right spirit. It’s a hands-on experience, as guests muddle their own “medicine” using fresh lime wedges, honey, vodka (refined Dawa), and crushed ice—and take their muddler home as a souvenir. They can also be photographed performing traditional dances around the campfire after the meal with the entire African team, equipped with spears and shields—or posing with the Masai warrior—which photographs are framed and put on their bedside table at turndown the next evening. These touches are genuine from-the-heart fun with Africans steeped in their own culture, not skin-deep, mass touristic, Disneyesque performances. One detail that has proven popular is the African coffee menu, served the traditional way.

Didi with welcoming, multi-lingual African Grey Parrot, and guest, outside Nest
Didi with welcoming, multi-lingual African Grey Parrot outside Nest

A redesigned Chef’s garden, Spice, supplies all restaurants with fresh vegetables, salad items, herbs, etc., in a country that has to import all food items (except fish and coconut!) from Australia, Sri Lanka, and other remote points.

As an example of the creativity, of details being explored beyond the basic level of creativity, the Nest experience includes the sound of exotic birds amongst the Banyan trees and being greeted in your language (English, Russian, & Chinese) by a Macaw and African Grey. The modern, natural multi-level wooden structures include private pods suspended 18-feet above the ground and domed pavilions, all linked by wooden walkways and blending into the jungle.

Beyond the architecture and dining experience, guests can participate by making their own coconut oil, which is bottled in small Niyama bottles for the guests to take home; or cutting sugar cane, using a manual, antique sugar-cane juicer located on a rustic table, and drinking the juice they produce. Or muddling their own curry, starting with a trip through the Chef’s Garden with the chef to select ingredients fresh from the trees, bushes, and plants, listening to the chef describing the different methods for making yellow, red, or green curries, and chatting with the chef afterwards while they make, and then eat, their own curry.

For the all-important name recognition by all employees, Didi introduced “Show me you know me,” based on photos of guests being taken upon arrival and shared daily with all departments—printing each photo and placing it on each departmental board with the appropriate villa number.

In order to ensure guests take advantage of everything they would like to do during their stay, all employees were provided with a pocket leaflet describing all the facilities, and the Thakurus tasked with scheduling each guest’s stay at their earliest convenience. Daily Preference Capture cards were introduced and entered into Opera to be shared with the HODs in the morning, when the Thakurus also provide feedback on each guest’s activities and any glitches.

Guest engagement by ExComm is part of the culture—not in a way that distracts the guests, but which allows them to know that management is interested and there for them: Didi, for instance, rides around the islands on his bicycle with the parrot on the handle bars, and when the parrot is not engaging the guests, Didi is. The ExComm members express little reluctance to participate in the wine tastings with the guests, or joining them on sunset cruises.

Then there is the follow-up and connection via all social media and responding to every guest questionnaire received. Didi initiated the Glitch Report, “Measure what you treasure and manage what you measure,” which tracks the cost of each giveaway to defuse guest complaints, whether upgrades, comp’ed dinners, or vouchers, and uses it to resolve issues that make guests complain and so reduce giveaways.

In terms of outlets and services offered, Niyama now boasts its own, world-class photo studio, complete with wardrobe and hair stylist/make-up artist, which is constantly booked to take photographs of guests in various locales around the islands, or even underwater; the only dive chamber in the country at its diver instruction school; the first Paul Ropp boutique store (Asia’s answer to Armani, with prices to match) in the Indian Ocean, offering only hand- and custom-made, once-off, silk clothing and proving immensely popular with guests (and remunerative for Niyama). The children of guests put on a fashion show to showcase the Ropp clothes made specifically for Niyama; the Coconut Express, where a team member walks around the island harvesting and opening coconuts and offering the milk with straws to guests.

Three initiatives were introduced in the Spa: Pedro Sanchez, celebrity Swiss Hair Stylist, opened a salon; a beauty clinic opened, offering Botox treatment, as well as thread lifting and filler treatment, which combined with Itraceutical, instantly makes a face look younger; specialty Spa practitioners were brought in each month during the high season.

In collaboration with a German radio and TV presenter, Didi is creating the first, worldwide, web-based hotel radio station, starting with a morning show featuring 10 minutes of talk and 50 minutes of music: think interviews with the Chef on “News from the Kitchen;” interviews with the Kids Program Director and with guests about their holiday experience and their favorite activities or dishes; calling in a music request either in house or from overseas (guests can continue to listen after they leave through a link on the Niyama site or an App which is under development).

Daily classical concerts (or live performances by celebrities during the Manager’s complimentary Cocktail Hour) will be covered live at the Dune Bar and moderated by the Radio Master, with all sunbeds facing the sunset and waiters in white gloves serving Roeder, Cristal, Armand de Brigand, and Dom Perignon.

In terms of a sense of place and locale, again, the focus is on guest participation, rather than simply being on the receiving end of engineered experiences—guests are encouraged to contribute their efforts to the local environment by creating their own legacy, collecting corals with Niyama’s Marine Biologist and attaching these to a coated-steel frame and placing them strategically (with their names attached) to build the reefs that are critical to the existence of the island as well as attracting sea life. Soon to come, a Niyama Marine Micro website will provide scads of information on reefs, reef life, and those in particular around Niyama, including quarterly updates on each person’s reef-section growth.

Also in the immediate pipeline: completing a tennis court, a football court, and a mini-golf course; and Bongo Bar, a shack on the surfing beach where a Rastafarian bar tender and young Cuban lady will serve Cuba Libre, Rum cocktails, etc., all to a reggae beat.

If there is one thing that is clear from the Didi modus operandi, it is continuous creativity adding up to a large number of improvements and innovations at every opportunity, driven by passion and high interest—the push to exceed one’s own expectations as a manager—the intention for oneself and the staff to have fun creating memorable and fun experiences for the guests.

The metrics show this to be a winning formula, and one encouraged by, and aligning with, the Per Aquum brand and the Minor Hotel Group’s philosophy—without corporate support, it would be difficult to achieve such innovations and expansion plans so rapidly, which says something about the rapidly growing MHG brand.

 

Originally published in Hotel Business Review

then in Hotel News Resource

and Hotel On-line 

and 4hoteliers

 

Categories
Newsletter

The Modern Butlers’ Journal, April 2016, International Institute of Modern Butlers

 

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

The Modern Butlers’ Journal volume 12, issue 4

International Institute of Modern Butlers

Teaching Right Mindset, People Skills, & Superior-service Expertise

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

Message from the Chairman

There were two examples this month of butlers talking in public about their employers, which raised some eyebrows amongst those in the profession.

The first was an ex-White House butler talking about First Lady Nancy Reagan. Good things to say, of course, but perhaps we have a different standard when we talk of the White House butlers (more waiters than butlers): they were and still are allowed to bring cameras to the WH and photograph whatever they want. They are obviously not discouraged from talking of their experiences to the media. Perhaps because their employers are public figures, not private employees.

The other was Mr. Trump’s butler. Leave it to The Guardian, an English newspaper, to point out that the butler’s name is almost identical to a word for butler (seneschal, a word with German roots meaning “old servant.”) that was in general use in England during the 12th-15th centuries. Our good seneschal also had good things to say, to be sure, and with the obvious blessing of a charismatic/outgoing employer whose political strategy includes accumulating as much free publicity as possible.

What is the take-away? When working for politicians, media contact may well be encouraged, as long as it promotes a good perception. As the saying goes, “It’s a PRO (Public Relations Officer) world,” and one of the duties of the butler is that of a PRO. This is not so strange, as we are always expected to forward positive ideas to family members, guests, staff, vendors, and strangers, and to nip smartly in the bud, any bad-mouthing or dissension.

So I would encourage the eyebrows to come down to normal range again regarding these two specific cases, as we have exceptions to the golden rule we grew up with in private service.

On a different note, long an iconoclast (a person who attacks cherished beliefs), or perhaps a Luddite (a person who opposes the unwanted effects of new technology), I have eschewed (avoided) “social media” and virtual reality in favor of reality. Recently, I broke ranks with myself to explore the world of social media by reading a book that requires reviewing ones company’s image on the Internet. I was heartened to see the views of the Institute held by others: One person referred to the Institute as being in “the Ivy League of butler schools.” Not to blow our own horn, but to confirm that kind words go a long way, and to relay our thanks for brightening the day.

Letters to the Editor

“Nice photo on the cover this month. The idea of wearing “white tie” in the afternoon was very funny…. Unfortunately, nobody wears white tie anymore. It could be good for us to wear on those occasions where guests wear dinner jackets to distinguish ourselves from the guests. But even dinner jackets are very rare today. People just do not know how to dress anymore.

“The thing I like about England is that dinner jackets are still considered evening dress for men on most occasions and men learn to wear them from their university years, thanks to a number of balls and other social events.

“With regard to gentlemen’s clothing, I found one web site, Gentlemen’s Gazetteto be a very good source for valets and butlers seeking information on anything related to menswear.” GL

Butlers in the Media

To the ever-growing list of goods and services capitalizing on the reputation of our profession by including it in their name, we can now add Trash Butler (who doubles as a Doorstep Valet) and Trendy Butler (a fashion club).

BMW’s virtual butler in its prototype autonomous car is reminiscent of the holographic butler appearing like an attentive genie in the Bentley concept-car shown in a recent MBJ.

When space is tight and there is no room for a butler in the vehicle, it is a good idea to have a virtual butler to provide some needed services, and these will no doubt prove popular if and when included in the Bentleys and BMWs of the future.

A handful of North American airports are providing Airport Butler concierge service. Kudos for upping the service levels, but why lay aside a perfectly good, and certainly accurate, title like “Concierge”? Another concierge service describing itself  as “Butler Service” has also been launched in Adelaide, Australia, providing errand services similar to those provided for busy people in NYC and elsewhere.

An interesting article on the Family Offices that are the 21st Century “butlers” that run not just one or more domestic households, but the complex financial and other concerns of multi-millionaires and billionaires.

Amer1x1inch The Modern Butlers’ Journal for Service Professionals Worldwide, July, 2012

Let’s Talk about Mixology, Part 11

by Amer Vargas 

Mojitos

If you are past your mid-30s, I am pretty sure you have watched (or at least heard of) Miami Vice, the TV series depicting undercover detectives James Crocket (Don Johnson) and Ricardo Tubbs (Robert Michael Thomas) and their quest to stop drug dealers and mobsters.

That TV series led to a film tribute in 2006, which then served as a minor revival with new “good” and “bad” guys. In the movie, Colin Farrell’s character, Sonny Crockett, exhibits quite a preference for a particular cocktail, a “fiend of mojitos” as he calls it, which has him visiting Cuba to sample one at La Bodeguita del Medio in Havana—a bar that actually exists and is credited with being the first ever to create and sell this cocktail to such luminaries such as Ernest Hemingway.

Mojito made with rum, lime, sugar, mint, club soda, served in a tall glass.
The Mojito, photo (c) by TheCulinaryGeek

How to make a Mojito? To start, use 4 cl/1.3 oz of Cuban White Rum (it is important not to use aged or dark rum as it would eclipse the taste of the other ingredients), 3 cl/1 oz fresh lime juice, 6 leaves of mint (the original recipe calls for spearmint or yerba Buena, more aromatic and flavorful than regular mint), 2 teaspoons of (cane) sugar, soda water, and crushed ice.

Before discussing the preparation, a note on muddling is in order: the objective of using the muddler (or pestle) is to release the essential oils of herbs, or extract the juices of fruits. Thus, for the different objectives, different pressure should be applied: lighter for the herbs and firmer for the fruit. The procedure involves pressing down the muddler and making half turns at the same time. Generally, repeating the motion 4 to 6 times suffices.

This cocktail is prepared directly in the serving glass, commonly a lowball, a highball or a Collins. Place the mint leaves in the palm of one hand and then clap them with the other hand to release the aromas from the herb. Place them inside the glass with the sugar and the lime juice and muddle gently to avoid breaking the veins of the mint leaves—which would add an unpleasant, bitter taste to the cocktail (some bartenders like to muddle lime wedges rather than just pouring the juice, which sometimes makes the mint leaves break). Add a splash of soda water, fill half a glass with crushed ice and pour the rum. Stir gently so as to dissolve the sugar a little bit and mix the ingredients; finish by topping up the glass with ice first, then with soda. The common garnishes for this cocktail are a sprig of spearmint leaves, a lemon or lime slice or wedge, and served with a straw.

Many variations of this cocktail exist and most of them follow a simple principle: swap the lime for your favorite fruit and then use the same fruit as a garnish.

There you are: easy to make, even easier to enjoy!

Mr. Vargas is the Institute’s President and can be contacted via AmerVargas @ modernbutlers.com

Of Butlers and Roses, Part 24 of 30

by GJ dePillis

A Rose by Any Other Name is not only Delicious, but also Nutritious

Last month, we entertained the idea of eating rose petals, which perhaps surprisingly, can also be quite nutritious: they contain bioflavonoids and antioxidants, as well as significant amounts of calcium and vitamins A, B3, C, and E. As a matter of fact, a rose can contain more vitamin C and 25% more iron as an orange.

This month, let’s explore some rose recipes.

Firstly, a point of safety: Never eat, or otherwise ingest, anything using a rose that has been sprayed with non-organic herbicides and pesticides. Some ornamental flowers on your employer’s property may have to be sprayed, but the roses closest to the kitchen, along with everything in the herb garden, should remain organic, and utilize natural pesticide remedies.

Recipes

Lady Emma Hamilton, photo by David Austin Roses
Lady Emma Hamilton, photo by David Austin Roses

TEA: Rose hip tea is made simply by placing dried rose hips, a clove or two, honey and boiling water in a cup or pot. Let it steep for about five minutes, remove the hips and cloves, then pour.

DRIED: Take and wash the rose petals and lay them out on wax paper. Remove any insect nibbled petals or discolored petals. Either let them dry in the sun (covered with gauze or cheese cloth so they don’t blow away and are not open to insects) or dry them on a cookie rack in a cool oven (about 150 degrees Fahrenheit). Then store them in a container that will keep them dry.

ROSE SYRUP:

  1. Take rose hips and place in a sauce pan, barely covered with water;
  2. Bring the water to a boil, then simmer for about 15 minutes (make sure the pan does not run dry). Ensure the hips stay whole, or there will be hairy seeds in the syrup;
  3. Cool and strain;
  4. Add 1 cup of honey to 2 cups of the Rose Hips liquid;
  5. Store in the refrigerator for about two weeks. Serve on pancakes, waffles or any dessert that would benefit from a dash of rose-flavored syrup.

ROSE BUTTER: when considering a high tea or simply a unique variation to bread and butter, you may want to ask the chef to make rose butter.

  1. Take a large jar and line the bottom with fresh rose petals;
  2. Take a stick of butter and leave it wrapped in its wax paper wrapping and place on top of the rose petals inside the jar;
  3. Cover the wrapped stick of butter with rose petals and tighten the jar lid;
  4. Place in the refrigerator for two days;
  5. Allow the butter to warm to room temperature and spread on fresh bread. Garnish with either rose petals (remove the white bottom part of the petal as that part is bitter) or clover blossoms. Serve with tea or other crumpets.

ROSE WATER:

Boil rose petals in water and let sit for 24 hours to make rose water. Then strain and use.

CRYSTAL ROSE:

This is a unique recipe  that is hundreds of years old, for a delightful, crystalized rose petal to serve in place of regular sugar on the table.

  1. When collecting rose petals, select only healthy looking petals that have not been nibbled on by garden pests;
  2. Wash and dry the petals;
  3. Remove the bitter white parts and spread out on a clean paper towel;
  4. Mix 2 ounces of arabic gum with ½ pint of water until the gum crystals dissolve, then sprinkle this on top of the dried rose petals; (For those who may not be aware, arabic gum is used in the food industry as an emulsifier in soft drinks, chocolates and other products, and may also be called “acacia gum” or “E414.” It is made from the branches of the acacia Senegal tree);
  5. Sprinkle the rose petals with castor sugar until fully covered. Let it sit 24 hours;
  6. Take a stainless-steel pan and boil about ½ pint of water with 1 lb of sugar. Dip a cold spoon into the mixture and pull the spoon out. When the hot mixture forms “threads,” then it has reached about 250 degrees Fahrenheit and is ready for the next step;
  7. Place several rose petals (not overlapping more than 1 petal deep) into shallow dishes or saucers, then pour the warm sugary liquid over the petals. Let it soak 24-36 hours;
  8. Take these petals and place them on wire racks and place them in the oven so that warm dry air circulates around the sugar-crusted petals. You may want to set the oven on low (about 150-200 degrees Fahrenheit and leave the door ajar a crack to let air in). Bake them until they are crumbly;
  9. Crush them up and serve the rose sugar in a regular sugar bowl. It makes a lovely accent with a delightfully unique flavor.

Ms. dePillis is a freelance contributor to the Journal who is based on the West Coast of the United States. She can be reached via depillis @ gmail.com

Jeff Herman Consulting the Silver Expert

 by Jeffrey Herman

Q: How does one detect the presence of tarnish?

A: Have you ever wondered if you have  removed all of the tarnish fully from an object? You can know for sure by simply holding a piece of white paper next to the piece you’re working on. Any remaining tarnish will contrast with the white paper to show whether additional polishing is required.

A note of caution: Do not to mistake firestain for tarnish on pieces made in pre-colonial America into the early Twentieth-century.

So what is firestain?

Technically, it is oxidized copper, which shows as darker, blotchy areas on solid silver. It is not seen generally on pieces that have been produced by the large American silver companies after the early 1900s, but many one-person silversmithing shops still use this technique.

If after cleaning your silver (not silverplate) piece, a purplish stain remains, do not mistake this stain for tarnish and try to remove it, as it will only damage the piece further.

Such stains are obscured generally by applying fine silver, either silver plating the object or through a process called depletion. The firestain under this fine silver layer, which may be a few thousandths of an inch thick, may not show up until after many years of polishing.

Mr. Herman continues to offer his services to our readers for any questions you may have about the care of silver. Either call him at (800) 339-0417 (USA) or email jeff @ hermansilver.com

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