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The Modern Butlers’ Journal, February 2018, Message from the Chairman

Message from the Chairman

by Steven Ferry

IIMB Chairman Steven Ferry

A long newsletter this month, as usual. I hope you enjoy it, find one or more departments to be of use and/or interest, and like the new format. If you are in the mood for some levity/humour, then you might enjoy the fruits of the modern education system, as evidenced in these signs, perhaps posted by someone in a rush:

In a Laundromat: AUTOMATIC WASHING MACHINES: PLEASE REMOVE ALL YOUR CLOTHES WHEN THE LIGHT GOES OUT.

In a London department store: BARGAIN BASEMENT UPSTAIRS.

In an office: WOULD THE PERSON WHO TOOK THE STEPLADDER YESTERDAY PLEASE BRING IT BACK OR FURTHER STEPS WILL BE TAKEN.

In an office: AFTER TEA BREAK, STAFF SHOULD EMPTY THE TEAPOT AND STAND UPSIDE DOWN ON THE DRAINING BOARD.

Outside a second-hand shop: WE EXCHANGE ANYTHING – BICYCLES, WASHING MACHINES, ETC. WHY NOT BRING YOUR WIFE ALONG AND GET A WONDERFUL BARGAIN?

Notice in health food shop window: CLOSED DUE TO ILLNESS.

Spotted in a safari park: ELEPHANTS PLEASE STAY IN YOUR CAR.

Seen during a conference: FOR ANYONE WHO HAS CHILDREN AND DOESN’T KNOW IT, THERE IS A DAY CARE ON THE FIRST FLOOR.

Notice in a farmer’s field: THE FARMER ALLOWS WALKERS TO CROSS THE FIELD FOR FREE, BUT THE BULL CHARGES.

Message on a leaflet: IF YOU CANNOT READ, THIS LEAFLET WILL TELL YOU HOW TO GET LESSONS.

Spotted in a toilet of a London office: TOILET OUT OF ORDER. PLEASE USE FLOOR BELOW

On a repair shop door: WE CAN REPAIR ANYTHING. (PLEASE KNOCK HARD ON THE DOOR, THE BELL DOESN’T WORK.)

Best wishes for the month ahead.

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.”

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The Modern Butlers’ Journal, January 2018, International Institute of Modern Butlers

The Modern Butlers’ Journal

January 2018

In its 14th year of continuous publication

International Institute of Modern Butlers

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

Message from the Chairman

IIMB Chairman Steven FerryHaving proclaimed for decades that Remains of the Day must be the best film ever made, I finally read the book upon which it was based. A masterful piece of writing that perfectly captures the mindset of the old-world butler, and which in turn is perfectly captured in the movie. A couple of points were changed in the movie (e.g. the American Lewis is inexplicably transformed from a cad in the book to somewhat of a hero in the movie—was the underwriter of the movie an American?), but otherwise, the movie remained faithful to the book, right down to the verbatim dialogue.

What struck me most about the book was how much pusillanimity (cowardice) underlay the decorum exhibited so unfailingly by Mr. Stevens, the butler. “Pusillanimity” is a tongue-twister that derives from Greek, meaning “very small-minded.” The drive to be dignified blinded the butler to the real world and how to confront and deal with real people. While there are volumes of wisdom to be learned and retained from our forebears, small mindedness and rigidity are not among them.

The author presents us, therefore, with an exploration of misplaced, blind loyalty, wrapped up in a love story gone awry and an examination of early 20th century life in private service.

The quest then, as now, was to find a decent employer who was a driving force for good in the world and which, by extension, meant the butler’s hard work influenced a sphere larger than just the employer’s household, thus giving meaning and purpose to his hard work, dedication, loyalty, etc.

In the case of Mr. Stevens, his employer, in a surfeit of good faith and lack of perception and understanding of the nature of evil men, ended up vilified by society because his contributions did not end up in benefit for others, but instead contributed to the destruction that became known as World War II.

In the final pages of the book, Stevens concludes incorrectly and apathetically, that he should just accept whatever role he is given as a butler, and “try to make our small contribution count for something true and worthy,” because the power brokers in society are much better placed to make things happen. This view is based on the notion that a butler is just a lowly servant, a “nobody” in the greater scheme of things.

The take away for modern butlers? Butlers are not just servants: we have as much right, and duty, actually, to support the framework of society and concepts of decency as any other person, no matter their role in life. For without everyone taking responsibility for society, it will fall apart. That does not mean we sit in judgement of our employers all the time, but we evaluate during the hiring process or soon afterwards, whether the employer is doing more good than bad, and whether or not we want to support them. Otherwise, we end up working for, and supporting, as some amongst us have done, pedophiles, white-collar criminals, war criminals (Hitler had a butler), drug lords, et al.

As Alexander Tyler wrote in his book, Cycle of Democracy, way back in 1770,  “A democracy cannot exist as a permanent form of government. It can only exist until the voters discover they can vote themselves largesse [generosity in bestowing money or gifts] from the public treasury. From that moment on, the majority always votes for the candidates promising them the most benefits from the public treasury, with the result that a democracy always collapses over a loose fiscal responsibility, always followed by a dictatorship. The average lifespan of the world’s great civilizations before they decline has been 200 years. These nations have progressed in this sequence: From bondage to spiritual faith; from spiritual faith to great courage; from courage to liberty; from liberty to abundance; from abundance to selfishness; from selfishness to complacency; from complacency to apathy; from apathy to dependency; from dependency back again to bondage.”

It is only where the majority knowingly and willingly help themselves and each other that a democracy can succeed. A democracy is only a democracy when everybody does it; where the majority point of view is that “somebody else will do it,” that democracy is on the way out, as government assumes increasingly dictatorial and punishing powers to control a society consisting of too many people out only for #1—and one eventually ends up with slaves, as Mr. Tyler mentioned in his book.

In a nutshell, if we are to maintain our positions as butlers, and also break this cycle of democracies falling apart, then we simply need to maintain our dignity, decorum, and everything else, while also thinking for ourselves and being ourself, not a wound-up replica of the past; and having the courage to see, say, and do as our integrity dictates.

Then we won’t end up like Mr. Stevens, looking for solace in the remains of his days, or living in the kind of dictatorship that his employer was unwittingly trying to bring about (in supporting Hitler and the Nazis before World War II).

Butlers in the Media

It seems Food and Beverage service providers are being repackaged as Butlers, per recent advertisements for room-service waiters and Club-Lounge attendants.

Along the same line, “Butlers” for the middle-income class—really people who do various chores for individuals and couples who otherwise have to spend their time off doing those chores—are proving very popular in Australia. In the article reporting on this trend, Christopher Reid, CEO of Australian Butler Services, quite rightly points out that the influx of completely untrained people into this market, calling themselves “butlers,” misrepresents the profession. The creators of Jarvis, one such company offering these services, are right to identify the market and provide the service, however calling the staff “butlers” is not only inaccurate but also, as always, riding on the coat tails of the profession while undermining its standards—not a very sensible strategy. A bit like calling all cars “Bentleys,” perhaps.

And equally, do you know what a file-butler is? No, nor did we. Apparently, it is software that acts as a browser and uploader. Then there is the “Hangover Butler” offered over the New Year to guide you through the morning after. As a historical note, the Earl of Sandwich (for whom sandwiches were created so he could eat while continuing to gamble) was such a compulsive gambler and drinker that his butler would wait until he had passed out drunk to remove his clothes, bathe him, and dress him in fresh clothes.

The Chairman was interviewed in November by National Public Radio in Connecticut for a program about obsequiousness (excessive or servile obedience or attentiveness, coming from the root word meaning “follow, comply with”). The purpose of the interview was to dispel the stereotyping of the butler as a “yes man.” His interview is the third in the hour-long program, so if you do not wish to hear the full program, skip forward to the last 20 minutes or so: http://wnpr.org/post/sucking

We do not agree with the premise of the show (that everyone “sucks up”) and would like to highlight that the theme of the show is actually sycophancy, whereas butlers (except for Blackadder and perhaps some American TV shows about butlers based on misconceived stereotypes by script writers) are thought of as obsequious more than sycophantic.

Huh?

Well, if one looks at the root meaning of sycophancy, it is from the Greek, “fig informer,’ describing those who informed against the illegal exportation of figs from ancient Athens; the meaning today is “one who acts obsequiously toward someone important in order to gain advantage.” 

And therein lies the problem: butlers may appear to be obsequious to others, but rarely is it to gain advantage; so using the butler profession to dispel the stereotype of sycophancy is actually not on target. Who is more likely to be obsequious towards important people to gain advantage? Try those wanting money or favors, such as lobbyists, car salesmen, and the like. Anyway, worth listening to, and we are happy to receive any feedback.

Letters to the Editor

“Thank you for sticking by us and making this past year’s Modern Butlers’ Journal so interesting, always an excellent read that I look forward to receiving each month. I am very pleased to see thirty graduations so far this year. Wonderful! Congratulations!” PW        

“I recently was hired as an Estates Manager in France with one of the wealthiest Russian families of our times. My role involves managing a €60 million refurbishment at one of their sites in Côte d’Azur, while overlooking a chalet in another region of France, including coordination of staff work, acting as a PA and working very closely with the family office in London. This position utilizes all my previously gained skills, such as those related to service, sales, languages, and those I picked up at the university. Nevertheless, there is something that truly makes me feel confident and more comfortable when dealing with the Principal and his family—I am referring to the understanding of my role acquired while on the Institute’s butler course. It is definitely one of the most important understandings to have, proving to be a big “service differentiator,” as you put it. I do consider my hiring to be a great success, not only because there is a big and interesting challenge involved, but also because the family itself is so respectful and diligent, they make you enjoy working for them. Last, but not least, they tripled my salary and provided me with a stunning two-story apartment right by the seaside.” OS

Professional Standards of Performance: Applications #3-1

By Professor Richard Ratliff

A Butler’s Wardrobe, Part 1 of 2

Scenario: The modern butler may find himself or herself tending garden and helping the housekeeper in the morning, serving a midday luncheon, greeting and serving guests for an afternoon pool party, then setting and serving formal dinner in the evening. All these activities require different attire, for the butler as well as everyone else. Gone are the days of the anachronistic single livery, comprising black morning coat and gray striped trousers. Today’s butler requires different uniforms for different activities and occasions.

Standards: The Professional Standards of Performance dictate that “a butler’s appearance must reflect the role[s], with an appropriate wardrobe….”

Suggestions: The modern butler’s wardrobe constitutes of a set of uniforms that are suitable for a broad range of duties:

  • Formal wear:
    • White tie ensemble (for the most formal occasions), including black tuxedo trousers worn with black braces; black evening tailcoat; winged-collared, stiffly-starched, plain front tuxedo shirt worn with plain cufflinks and studs; a hand-tied white bow tie, and white waist coat or cummerbund, with black over-the-calf socks and black patent leather shoes.
    • Black tie ensemble (formal dinner wear and for other formal occasions): includes black tuxedo trousers and jacket, either a fold-down collared shirt or a wing-collared tuxedo shirt, a black hand-tied bow tie, and either a white waist coat or a white or black cummerbund. Cufflinks and studs are optional in today’s less formal world, but still preferred.

Note for female butlers: Formal evening wear is the same for female butlers as for male butlers, although happily, these days tuxedoes and white-tie ensembles may be found that are specially tailored for the female figure. They are not only more comfortable, but look better on women.

Next month’s column will cover informal wear.

Professor Ratliff is a retired butler who co-authored Volume 1 of Serving the Wealthy and has published three other books and over thirty articles.

The Wisdom of Butlers Past, Part 8

“Early rising” is the first topic following the introduction to the book, with the advice to arise before the family does in order to complete without interruption the dirtiest parts of the job. Failing to do so will result in being called off to do things with dirty hands and clothes, and “nothing is more disagreeable.”

It is obvious from the text that follows that a) some employers refuse to provide staff with clothes for doing dirty tasks, and b) some fire the staff if they appear at table or elsewhere in dirty clothes.

The text offers the observation that smaller households provide fewer clothes, whereas they ought to provide more, as the staff has multiple hats requiring different uniforms. And what are the proper work/dirty clothes for a butler? “A pair of overalls with a proper waistcoat and jacket, and a leather apron, is the best dress for dirty work; and one must have white linen aprons for “attending to a gentleman.”

Extracted from the 1823 book, The Footman’s Directory and Butler’s Remembrancer, re-published in hardback by Pryor Publications.

You may obtain your discounted copy (with free s&h) by emailing the publisher: Mr. Pryor (alanATpryor-publications.co.uk) and telling him you read about the offer in the Modern Butlers’ Journal.

The Butlers Speak

Dealing with Contractors, Part 1 of 2

This month, we examine the world of contractors, the challenges they present and the responses butlers and household managers have worked out that have proven successful.

The main challenge seems to be finding reliable contractors, especially in remote areas where the lack of alternatives means that, even with a service contract, one is given no priority and lacks leverage in the event the work is not up to standard.

In this case, one might consider hiring a full-time groundskeeper and/or building maintenance person; or if the contractor is competent, then providing “investment tips.” Email the Institute if you need a definition for this term!

Inheriting good and bad contractors when joining a household can also be an issue, the pluses being that they know the house and its systems, the hidden areas; the minus being that they may not be that competent or they overcharge. As the gatekeeper, one makes sure the employer is not been taken advantage of, even if it means being called the bad guy. In a town or city, there will be alternatives; in remote areas, consider hiring full-time personnel.

When it comes to finding contractors, word-of-mouth is tops, followed by the local Better Business Bureau and Internet yellow pages, as well as one’s network of other PSP’s, including DEMA.

Procedures employed for ensuring the right contractors are selected include finding three competitive companies and asking them to bid on the same job, in addition to asking for references (and speaking to those former clients), photographs of work done, as well as proof of insurance and worker’s comp. If the contractor is not a referral, then meeting them off-site to observe their character is wise. For some butlers, just having a PSP recommendation is enough, if not priceless.

One butler/HM made a mistake once by not asking the contractor if he were able to do all the work within his company, or if he were planning to bring in sub-contractors. This contractor ended up using subs who delayed the project and caused payment issues between the estate, the contractor, and the subs.

Once a person is hired, it is important to provide them with the do’s and don’ts, especially when it comes to scheduling around an employer’s absence, being respectful of other vendors and the residents of the estate—written rules would ensure the message filters through to the contractor’s crew. Explain the principal’s expectations for the completed work and staying on budget. Confidentiality is another issue, usually, such as not allowing photographs (if the vendor wants photographs of the finished work, they have to be taken together with the butler/estate manager and vetted by him or her). And for larger properties of several hundred acres, keeping people on task is usually important, which means the contractor needs to be on top of his crew, or else the butler will!

There will always be dust, noise, parking issues, etc. with vendors, so when everything is spelled out as above at the beginning, the outcome is better, as long as the butler/HM is always available to the contractor for questions, concerns, etc. “Some principles want the butler/HM to stay with the contractors while they are on the property. Others expect the butler/HM to provide a thorough overview of what needs to be done and ask appropriate questions regarding the work to be done; then ask questions when the work is complete and add pertinent information to the Household Manual, such as warranties and updated literature for any new equipment being installed.”

Book Review of Serving the Wealthy, Sections on the Role of the Butler and the Principal’s Wines

by Gretchen dePillis

The Solution for Sulfur Sensitivity

Preservatives used to be added to wines by the ancient Romans to prevent wine from turning to vinegar. They accomplished this preservation by burning candles made of sulfur inside empty amphora (wine containers). A century ago, some vintners noticed that adding sulfur during wine-making halted bacterial and yeast growth, with the added cosmetic benefit of making red wines look more crimson in color.

However, as discussed in earlier issues, some people are sensitive to such preservatives, meaning there is a market and a need for organic wines that do not add preservatives.

Biodynamic farming could be considered “extremely organic” and so is of even more interest to those with allergies. The concept of biodynamic farming originated in the 1920s with Austrian philosopher and scientist, Rudolf Steiner of Waldorf school fame, who took a holistic approach to agriculture (as well as health and education).

For a wine to be labeled “biodynamic,” it has to meet standards set by the Demeter Association [link http://www.demeter.net], an internationally recognized certifying body.

If your employer is himself sulfite-sensitive or entertains sulfite-sensitive guests who would appreciate an organic wine, you may wish to expand your knowledge of this subject by reviewing the Organic Wine Journal [http://www.organicwinejournal.com/ ]. You can purchase biodynamic wines on line here: [ http://store.theorganicwinecompany.com/biodynamic-wines-c139.aspx ]

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

Creative Corner

KobiGutmanAn Apple Swan

by Kobi Gutman

 

 

 

  1. Cut the apple in half from top to bottom. One half will be used to make the swan’s body.  Keep the other half for a later step.

 

  1. Cut out a wing by cutting half way through from the top of the apple and then similarly cutting it from the side.

 

  1. Using the same technique, cut another piece within the wing and then another piece within that second piece. Then slide them to the back of the swan as shown in the image.

 

  1. Repeat steps 2 and 3 to create the wing on the other side of the body.

 

  1. Cut out a small V-shape piece from the front of the body. This will be the place for the neck.

 

  1. Take the second half of the apple that you set aside on step 1, slice a layer from it and cut it in half. Note that the thickness of this layer is the thickness of the neck and head of the swan.

 

  1. Cut out the core and you are left with the neck and head.

 

  1. Press the neck to the V-shape groove and there you have it.

Mr. Kobi Gutman is the head butler at a private resort hotel in Florida and can be reached via the Institute.

Let’s Talk about Mixology, Part 28

A New Life

by Amer Vargas

­­The New Year has arrived and many have made their resolutions to make of their lives a much more enjoyable and pleasant existence: a New Life awaits.

Not that we need alcohol to make life enjoyable, but we can’t deny that in good company, a nice cocktail can make life more satisfying, to say the least. And so, for the New Life we go!

This concoction is prepared in the lowball glass the drinker will drink it from. And as is often the case in these cocktail articles, the preparation is very simple. There are three ingredients: Angostura Bitters, a cube of sugar, and the tequila of your choice.

This is how to do it: put the sugar cube in the glass, wet it with three dashes of Angostura, then muddle it until it is well spread around. Next fill the glass with crushed ice and add the Tequila (about 1.5 oz./45 ml.). Stir to mix the ingredients and garnish with a lemon twist.

There you go! A “New Life” for the New Year! Cheers!

Mr. Vargas is the Institute’s President—feel free to contact him via email, AmerVargas @ modernbutlers.com

Consulting the Silver Expert

Cleaning and Polishing Silver, Part 8

Jeff Hermanby Jeffrey Herman

Coffee & Tea POT Stains

Place the pot in the sink with a cotton towel underneath and fill the pot with warm water. Drop in one five-minute denture cleaning tablet (these cost about five cents each) per two cups of water. Let stand for ten minutes. If it looks like the pot may overflow because of the effervescence, pour out some liquid through the spout, being careful not to allow the liquid to run down the outside of the pot. Empty the pot through the spout, then rinse with warm water.

You may find that the effervescing action of the tablets has removed only the grime and not the stains. If so, use a moist cellulose sponge or 3M Scotch Brite Greener Clean (non-scratch) scrub sponge (the natural fibers of the Greener are gentler than Scotch Brite’s blue non-scratch sponge) and a non-lemon-scented phosphate-free detergent to remove any remaining grime, then rinse with warm water. If the pot opening isn’t large enough for your hand, make a swab by wrapping the sponge or pad on the end of a wooden dowel and securing the upper end with electrical tape.

If stains remain, moisten the sponge (not the pad) and apply a liberal amount of Wright’s Silver Cream, then wipe away the stain and rinse the pot 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. A cotton swab with a small amount of Wright’s will remove stains within the spout opening. Fill the pot with warm water and rinse out any polish that may remain in the spout.

Don’t use powdered abrasive cleaners as they will leave fine scratches that will attract more dirt. Don’t use steel wool (too abrasive and rust may result on the bottom), Scotch Brite abrasive pads or dips (too toxic).

Mr. Herman continues to offer his services to our readers for any questions you may have about the care of silver. Either contact him at (800) 339-0417 (USA) or via 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.”

 

 

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The Modern Butlers’ Journal, December 2017, International Institute of Modern Butlers

The Modern Butlers’ Journal

December 2017

In its 13th year of continuous publication

International Institute of Modern Butlers

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

Message from the Chairman

IIMB Chairman Steven Ferry

The Professional Standards of Performance for butlers and household managers have been published as a detailed addition to A Professional Butler’s Code of Ethics: Copies of these standards have been sent to our members, and are also available on the Institute’s web site. They are discussed at length in the book Serving the Wealthy: The Modern Butler’s and Household/Estate Manager’s Companion, as well as in the continuing series below by Professor Ratliff. We do look forward to input from you on any tricky situations you have run into during your career, to open the discussion on how the Professional Standards of Performance could be applied for a happy outcome. Together, we can pool and collate our skills and experience into useful pointers for those who follow in our footsteps.

Happy Holidays from all of us at the Institute and the Modern Butler’s Journal!

Butlers in the Media

One can now purchase a “Charles the Butler 6-Piece Towel Set”; a Fajita Butler (to help restaurant goers make their own fajitas); and a “Menu Board butler” (not clear what this is, but it seems to be a dozen place cards).

Unfortunately, a butler in Northern England had a gambling habit and thought it best to deal with the inevitable debts by hawking the elderly principals’ valuables, and trying to pull the wool over their eyes when they wondered where their Picasso’s and Fabergé’s were disappearing to. Reprehensible. The individual who hired the butler obviously did not check his background well enough, because the warning signs were there. Although the butler was given free accommodation, his pay was pitiful, so this idea amongst some employers that it is fine to pay the help a pittance is probably a mistake they’ll never recognize (despite the expression “Pay peanuts, get monkeys”)—a mistake that cost them two million GBP in heirlooms, versus, say 60,000 GBP if they had simply doubled his salary over the years the butler worked for them. As for the butler—no formal training, just a military background—an old route into the butling profession based on points of discipline and acquiescence more than any other, more relevant skills.

All of this was avoidable with a modicum of intelligent management.

Letters to the Editor

“What a wonderful idea, asking the Butler community for its input on issues that we know we have all experienced at one time or another. I, for one, no longer feel alone in my thoughts and feelings, so thanks for your insight. I look forward to starting a new month with your wonderful news letter, please keep up the good work, Sir.” PW

Professional Standards of Performance: Applications #2

By Professor Richard Ratliff

An Awkward Dinner Guest

(A Real Life) Scenario: A couple invited to a small dinner party asked permission to bring a visiting friend. Arriving, this friend loudly interrupted and usurped the conversations; he instructed the hostess on how to prepare a “proper” Italian minestrone soup (the first course of the meal); wore a casual shirt and cardigan whereas the dress code was tie and jacket (explaining that people where he was from knew how to hold a “relaxed and enjoyable dinner party”); noted the mental and social inferiors he had met at a Rotary luncheon earlier that day in town with his host; and committed other gross faux pas. The insensitive, ill-mannered guest was ruining the evening for everyone. The couple who had brought him was obviously distressed at his behavior. So the dinner host summoned the butler quietly: “Please do something!”

Standards: Professional Standards of Performance state the following: “A butler must be able to resolve and manage awkward circumstances with poise while preserving the dignity of others and the occasion. The butler…should employ…a relationship-based…philosophy. Any guest is a very important person (VIP) and should be treated as such. [H]ousehold staff should cater to guests’ tastes, preferences, and comfort, consistent with house rules and standards, according to the employer’s wishes.”

A Butler’s Professional Code of Ethics requires the following: “Serve members of the household and guests as they choose to be served…” Work toward achieving a strong foundation of mutual respect in your relationships with…guests….Behave respectfully toward all persons….”

Possible Solution: The butler might quietly inform the offending guest that the chef wanted to make sure he understood the guest’s suggestions for the soup—would the guest please see the chef now in the family dining room? Arranged by the butler, the chef would be waiting in the family dining room, discuss the suggestion, “thank” the guest, and then exit to continue his evening duties. Meanwhile, the butler might request the guest’s further assistance and enjoin another staff member to discuss with the guest—taking profuse notes—an “upcoming event”, including possible themes and details for the affair. The staff member would serve the guest in the family dining room while they talked. Meanwhile, the butler would continue dinner service for the main party, making apologies for the now-absent guest. The empty place and chair would be cleared from the main table. The butler would check on the guest from time to time as to his comfort and how the planning was going. The consultation might well last the entire dinner, ending in time for the guest to join his host before returning home. If he had to miss dessert, then a dessert tray could be prepared in thanks for him to take, and a follow-up thank-you note sent by the butler for his kind assistance.

For a more direct approach, especially if the dinner party would last longer than the guest could be kept separated, the butler might simply tell the guest, once the chef had left the room, that the host felt the evening might proceed more smoothly for all concerned if the guest made a point of listening, rather than talking, for the balance of the evening. The butler might need to handle guest upset or objections, and if not resolving, suggest that it might be better if the guest enjoy the balance of the meal with a good movie.

I encourage readers to email us with suggestions and questions raised in dealing with difficult situations you may have encountered in the course of your duties—so we can discuss them further.

Professor Ratliff is a retired butler who co-authored Volume 1 of Serving the Wealthy and has published three other books and over thirty articles.

The Wisdom of Butlers Past, Part 7

In the final section of the introduction, the author states that he is about to retire as a butler and wants to pass on his knowledge, which he has found to be workable and to result in a lifetime of service that has been pleasing to his employers. He exhorts those coming into the profession to avoid various “sins” (drunkenness, womanizing—he might have added drugs to the list, had they been an issue two centuries ago), and to “improve yourselves by every means within your power.” All of this is pretty obvious to any professional, but if we look at the state of the society in which we operate, and from which we have to hire staff, we might wonder at the collective insanity that is enforced by law or peer pressure as “normal” these days.

Take-away from his introduction? Society has changed and standards have shifted in the last two centuries and so, while the challenges we face in establishing and managing a household are fundamentally the same, they are different on the surface. The tools we have are different, too. Back then, we had the Church and moral standards and peer pressure to keep things strictly in line. Today, we have knowledge and technology to assist us in providing what can ultimately be a happier and more pleasing estate for employers and staff alike.

Extracted from the 1823 book, The Footman’s Directory and Butler’s Remembrancer, re-published in hardback by Pryor Publications.

You may obtain your discounted copy (with free s&h) by emailing the publisher: Mr. Pryor (alanATpryor-publications.co.uk) and telling him you read about the offer in the Modern Butlers’ Journal.

The Butlers Speak

Finding & Managing Staff, Part 3 of 3

How do you manage the staff once they are on board? 

“When staff are first hired, I meet them one-on-one every week to go over any issues or concerns. We also talk every day  about their schedules and how things are going that day. Any serious issues are taken care of immediately. I encourage the staff to work out any personal issues they have with their co-workers. I am always open to suggestions on how to do things better, in a more timely fashion, and I do value their opinions. I never share personal information about an employee with another.  My principal defers any household decisions to me. If an employee asks him/her about something, they are referred back to me. In my opinion, this is the best possible way to keep everyone informed and up to date on issues. It prevents the ‘he said, she said’ problem, too.” NS

“I find giving new hires as much information about the position and what is required is very important, as well as telling them any and all house rules. I make a point of encouraging them to ask as many questions as they want, the only silly question being the one not asked. I find it takes a good month for the new hires to start to feel comfortable, I make it a point to check in with them during the day, to check on their work, and I find that giving praise is equally as important as pointing out things that may be wrong and how to improve them—it’s all in the delivery, really.” PBW

“Once trained, their task is to apply all their best skills and traits, while looking to expand their awareness of the workplace and principals. I have never had to ‘manage’ or even ‘supervise’ employees, because all have been a cohesive team with the highest regard for each other and the daily goals. I’m there to organize, make decisions, interface with principals, and be their primary source of daily information. I’m also there to offer a shoulder to cry upon, if needed.” SA

“I try to relay relevant information to the staff as it is given to me. Nothing kills morale faster than a staff who feels left out. They cannot successfully perform their duties if they do not have important information. And I relay this information in person, whenever possible, conveying my expectations as it relates to them. For example, I may inform the chauffeur of a change in the evening’s activities whilst adding ‘This isn’t quite what Mr. wanted, so be sure to keep a cheery disposition, lest we add to his grief.  Perhaps you could suggest a game he might be interested in watching, since the traffic will slow his journey?'” CH

How do you keep them motivated? 

“I make it a point to celebrate all birthdays together. We have lunch every day together, so I bring in treats or a surprise for them. I make a point of thanking each staff member throughout the day if, after making a special request, I notice they are doing a great job, or they have a good idea to share, etc.  Again, I value their input and I want them to succeed and know they are appreciated.  Whenever I have a chance to give them a special task, I do.  Whether it’s preparing for an upcoming event at the residence, preparing guest rooms for overnight guests, assisting with a lunch meeting, etc. They always jump at the chance to do something a little different. They really enjoy the break from their normal schedule.” NS

“I try to make everyone who works with me feel a part of the team, for without the team we, the house, are nothing. The same person signs my check as signs theirs. Motivating one’s team comes from the top; if the top is willing to unblock a toilet when everyone else is doing something else, it shows the rest that ‘Yes, he can ask me to unblock it, but he never gives me a job he wouldn’t or couldn’t do himself.'” PBW

“I create a feeling of family and belonging. Celebrating birthdays, anniversaries, and even weddings when invited. Annual performance bonuses, generous compensation, and laughter.” SA

“As the household budget allows, I periodically offer to refresh their supplies or tools or uniforms. I also invite them to tell me what they might need to be successful. I visit their supply cabinets regularly and pay attention to the condition of their break room and uniforms. Early in my career, I found a house staff having to eat their lunch in a windowless garage: Before I left that employer, the staff were eating their lunch in a climate-controlled, cheerful break room with a big window. I request that my employer pay for every staff member to be CPR/First Aid trained, scheduled on-site, so everyone is certified or re-certified at the same time. Finally, I maintain the tradition of allowing staff members to request the dessert of their choice on their birthday. They are welcome to share it with other staff or to take it home to share with their family or friends.”  CH

How successful are f) and g) in terms of performance and longevity? 

“Very successful!!!  We have two employees who have been with us for eleven years and another for nine years. I’ve been in my position for fourteen years. I give a lot of the credit to our principals and their willingness to let go, to let their employees work for them. In the beginning that was a little bit of a challenge.” NS

“For me, support, clear direction, fairness, compromise are all key, a delicate balance that on some days is off for a moment…it’s called life. We are at work a good many hours, I want to make it as enjoyable as possible for both sides: that’s called give and take. The family comes first of course, but without my staff and a good team effort, I am nothing, I can’t do it alone. Making everyone happy is hard, but as long as I try, I feel I’m doing my job.” PBW

“The most recent hire celebrated her tenth anniversary with the family in July.  The oldest employee pre-dates me by 18-years. Each day, we know our goals and know the principals so well that we can easily manage the inevitable daily variations and unexpected curves. I would say we are slightly spare on staff, but that leanness appeals to the gentleman. We have call-in help for special projects or events, and that’s essential when working lean. I keep them ‘in the fold’ by calling them in for deep cleaning, which takes place incrementally all year long whenever the family is traveling.” SA

“If, and only if, the employer endorses the management and motivation practices I have outlined above, is there any success in reaching and maintaining performance excellence and longevity.” CH

Temporary Butler Sought in Carmel-by-the-Sea for May 2018

Temporary butler wanted to assist with a 4-day family vacation in a rented home in Carmel-by-the-Sea, California, during May 18-21, 2018. The family consists of 15 people and will be having one formal dinner during their time at the estate. They are looking for someone who can set up meals with already-prepared food, clean up after meals, keep the kitchen clean during their 4-day stay, mix drinks, make coffee/hot chocolate/snacks when requested, and set up/prepare some light decorations for the dinner (centerpieces, dessert table). The ideal candidate should be comfortable handling the above requirements and dealing with family gatherings and could be male or female; preferably you live fairly local (SFO/Bay area), although the family is willing to cover travel costs if needed for the right candidate.

If you’re interested in this assignment for May of 2018, please contact the Institute at enquiries @ modernbutlers.com with your current résumé and photo, for more details.

Book Review of Serving the Wealthy, Sections on the Role of the Butler and the Principal’s Wines

by Gretchen dePillis

Biodynamics and sulfites in wines

The owner of a biodynamic vineyard I visited recently outside Lucca in Italy, told me that a one-liter bottle of commercial wine may contain up to 200 milligrams of sulfites, because sulfites are added to non-organic wines.

Compare this to organic and biodynamic (which is actually an even higher standard) wines, which have naturally forming sulfites (sulfur dioxide) of 10 milligrams per liter.

This distinction is important because those with allergic reactions to sulfites may experience decreased lung functionality after consuming or inhaling sulfites, and/or headaches, asthma, and skin irritation.

The United States requires a statement “contains sulfites” on wine labels whenever the sulfites exceed 10 parts per million (ppm), although it is not necessary to state how many. Some connoisseurs can smell sulfites as low as 50 ppm — a “cooked egg” smell (from hydrogen sulfide or dimethyl sulfide) when first opening a bottle, although the smell dissipates after the wine has been allowed to breathe a while.

As the National Organic Standard Board in the US voted down a petition to add sulfites to organic wines, one may want to stock the cellar with organic wines for sulfite sensitive principals or guests.

However, as with so many other food and drink labels, one has to pay attention to how unpopular information is disguised in the effort to sell. Made With Organic Grapes does not mean the wine is organic, nor that sulfites have not been added. The label has to specify that the wine is organic or Biodynamic to know that no extra sulfites have been added.

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

Creative Corner

KobiGutmanChristmas Tree Napkin Fold

by Kobi Gutman

Following the rose napkin fold in the September issue, here is one that’s perfect for the holiday season!

 

 

  1. Start with a square napkin and fold it half way
    vertically, and then half way horizontally.

 

 

 

2. All the corners of the unfolded napkin will end up at the same corner in four layers. Pull the first layer up towards the top corner.

 

 

 

 

3. Do the same with the rest of the layers. Each layer should be slightly underneath the previous one.

 

 

 

4. Flip the napkin and fold one side, as shown in the picture

.

 

 

5. Fold the other side the same way. 

6. Flip the napkin again.

 

 

 

 

7. Fold the top layer upward.

 

8. Fold the next layer the same way and tuck it under the top layer.

 

 

 

9. Do the same with the last two layers.

 

 

 

10. Tuck the remaining part fully under the last layer.

 

 

 

  1. There you have it, the Christmas tree napkin.

 

 

Happy Holidays!!

 

Mr. Kobi Gutman is the head butler at a private resort hotel in Florida and can be reached via the Institute.

Let’s Talk about Mixology, Part 27

Strawberry Daiquiri Cocktail and Mocktail

by Amer Vargas

As Christmas Season approaches, our souls feel more inclined to spend time with family and friends, to warm up in the closeness of a relaxing fire and in the company of our dearest ones. The magic of the last days of the year surround us and happiness fills the lives of children (and adults alike) with the arrival of Santa Claus.

This month’s cocktail (and mocktail) pays homage to the gentle big fat man from the North Pole who delivers happiness and fun not only to the little ones of the family, but also to the not-so-little ones who prepare for Santa’s arrival armed with loads of enthusiasm and passion.

As it couldn’t be otherwise, a vivid red color predominates in this delicious strawberry cocktail, and we are adding a thick sugar brim to match Santa’s typical outfit.

These are the ingredients needed for a serving of Strawberry Daiquiri: 2 oz of rum of your choice, the juice of half a lime, 2 teaspoons of sugar, 6 frozen strawberries and 4-6 oz of a lemon- or lime-flavored carbonated drink. To prepare the cocktail, put all the ingredients, except for the carbonated drink, in a blender and blend until smooth. Then add the carbonated lemon or lime drink and blend to ensure the mix is homogeneous.

We generally present daiquiris in a hurricane glass. Before serving you can make a thick, sugar frost around the brim and after serving, finish by decorating with a slice of lemon or lime.

If you want a daiquiri for all ages, just skip the rum. Everyone will love it!

Merry Christmas and Ho Ho Ho!

Mr. Vargas is the Institute’s President—feel free to contact him via email, AmerVargas @ modernbutlers.com

Consulting the Silver Expert

Cleaning and Polishing Silver, Part 7

Jeff Hermanby Jeffrey Herman

KEEP SILVER OUT OF THE DISHWASHER!

It’s that simple. There are four major reasons for keeping your prized sterling and silverplate out of the ‘chamber of doom.’

(1) Any factory-applied patina (the blackening in recessed areas) will be removed eventually;

(2) The harsh detergent, combined with the washer’s high cleaning temperature, are much too abrasive for silver—they will eventually turn the silver grey or white, with a dull, non-reflective surface;

(3) Most older, and some repaired hollow-handled knives, are filled with pitch. This low-melting cement will expand with heat, possibly forcing open a thin solder seam, or exploding the knife blade out of the handle;

(4) Silver that touches stainless in the dishwasher can create a chemical reaction, producing black spots or pitting on the stainless and possibly requiring the silver to be professionally refinished.

Sterling, like a fine automobile, must be handled with tender, loving care. Would anyone drive a Rolls Royce through a car wash?

Mr. Herman continues to offer his services to our readers for any questions you may have about the care of silver. Either contact him at (800) 339-0417 (USA) or via 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.”

 

 

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Butler books Butler history Butler Jobs Mixology Newsletter Training

The Modern Butlers’ Journal, November 2017, International Institute of Modern Butlers

The Modern Butlers’ Journal

November 2017

In its 13th year of continuous publication

International Institute of Modern Butlers

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

Message from the Chairman

IIMB Chairman Steven Ferry

A lot of interesting subjects (to butlers at least) in this month’s MBJ.

This year has been quite tumultuous, one might think, if one is to believe the media and follow the effects being created by a very small minority of individuals and groups. It is not a dangerous world, as the media and such individuals would have us believe; and whatever problems they hammer continuously into our minds—to the point where we might throw up our arms in defeat and retreat into the smart phone, tablet, laptop, bottle or syringe—something can be done about them.

But more to the point, in the real world, most people continue to enjoy life and take pleasure in interacting and exchanging with their fellow humans, dogs, and life in general. This is the truth of the matter—not this virtual world of blood and guts, tragedy and collapse—and we will all do much better when we ignore the rantings and ravings, disconnect from the (bad) news, and simply focus on flourishing and prospering as individuals and communities. Certainly that is my wish for our profession and the people we serve.

Butlers in the Media

The use of robot butlers to deliver items to hotel guests is spreading, as Hilton joins the bandwagon. Some good news concerning human versus automated service providers: human concierges prove to be superior to app concierges by actual trial. Hopefully, this will help reverse the trend over the last three years that has seen a 20% drop in the number of luxury hotels employing concierges.

One misuse of the word “butler” that seems to have caught the media’s imagination is “Instagram Butler,” wherein a resort photographer provides guests with imaginative shots for their use on Instagram. A Realty Butler apparently makes Realtors’/Real estate Agents’ lives easier online; a Yard Butler landscapes the garden.

As Fran Nachman, concierge of the Sonesta hotel in Philadelphia pointed out in the above-linked article, “The word (concierge) has been co-opted by so many companies and products that some are forgetting that its original meaning refers to a profession.” The same fate could be awaiting butlers unless we keep the definition alive, and refer to any other use of the word “butler” as “any object or service trying to increase its prestige in the mind of the consumer by drawing on the superior-service reputation of the butler in looking after wealthy and powerful people.” Or does anyone have a better definition?

No less than three butlers were interviewed about their work for Hugh Hefner, who just passed away. One was complimentary and another was derogatory, painting two different pictures of the same individual.

Likewise, a butler to the Queen of England, no less, spoke about her abdicating. Whether made as an unofficial statement or an official release, a butler is a highly inappropriate avenue for such revelations, as it forwards the idea that butlers are blabbermouths if they are the first port of call for the media concerning celebrity business—hardly a part of the job description, or something we want to encourage as a reputation.

Finally, the chairman was interviewed for a short article about various things butler.

Professional Standards of Performance: Applications

By Professor Richard Ratliff

The International Institute of Modern Butlers has formulated a comprehensive set of Professional Standards of Performance for butlers and household managers. These standards have been published as detailed additions to A Professional Butler’s Code of Ethics. Copies of these standards are available from the Institute’s web site and are discussed at length in the new publication, Serving the Wealthy: The Modern Butler’s and Household/Estate Manager’s Companion.

We will be running a series in the Modern Butler’s Journal of brief scenarios showing how the new standards may be applied to specific circumstances faced by today’s butlers and household managers. The first in the series follows below.

Additionally, we encourage readers to email questions raised in dealing with difficult situations they may have encountered in the course of their duties—so we can discuss them further.

“…IN THIS HOUSE”

Scenario: A newly hired butler set the table for a family dinner on his first day of work: a standard, informal setting for plated service. The employer had requested a four-course sequence—soup, salad, lamb and potatoes, and sorbet for dessert. The butler set the soup spoons on the outside right of the plate, salad knives middle right, and main course knives next to the plate on the right. Forks likewise were placed outside left for the salad and inside left for the main course. Sorbet spoons were to be brought on the dessert plates when served.

The employer’s wife requested that salad knives be moved to the left of the dinner knives, and salad forks moved to the right of the main course forks. The wife’s request violates generally accepted practice in Western culture.

Should the butler comply with the demand?

Standards: While the new Professional Standards of Performance state that a butler should master generally accepted meal service practices, his “primary concerns are the comfort, pleasure, welfare, and security of the members of the household.” The standards clearly indicate that the butler is employed by, serves at the pleasure of, and “usually works directly under the head householder…,” and must be “gracious” and “flexible.” The standards specify “a properly working relationship between an employer and butler includes clearly defined roles, professional courtesy, mutual respect and trust, and effective communication.”

The correct answer: The butler works for the employer, and by extension, would cater to the wishes of the lady of the house as long as her wishes are not immoral, unethical, or illegal. The correct way is “how it is done in this house”.

Households differ, as expert opinions often differ—and who is to say what is right or wrong. Still, there must be consensus between the employer, butler, and members of the household. Unless the employer is recently wealthy and has no idea of normal protocol, in which case the butler might mention tactfully the standard practice (while signaling his willingness to acquiesce), he should simply move the knives and forks as instructed

Professor Ratliff began his butling career at 69 years of age, proving that it is never too late to enter the profession. While retired from full-time butling assignments, he still offers his services as a temporary butler. He co-authored Volume 1 of Serving the Wealthy and has published three other books and over thirty articles.

The Wisdom of Butlers Past, Part 6

In the last issue, we considered the nature of the employer one serves. In this month, we consider our own nature and that of those with whom we associate and bring into contact with the employer’s household. It may seem that the few who break the golden rules of butling (by stealing, breaking confidences, etc.) and capitalize, via a mass media yearning for sensation, on their new-found celebrity, succeed by growing rich; but one only has to look at the quality of their lives to see them struggling to find happiness in a life tainted by their own misdeeds.

“I trust, for your own sakes, you will make intimate companions of none other than persons of this [ethical] description. You must always bear in mind that your character is your bread and your all; you must therefore watch over it incessantly, to keep it unstained and undeniable, as without this, it is useless to seek after any respectable service whatsoever.  

“Nor can we wonder at the scrupulousness of ladies and gentlemen in this particular, or at-the-minute inquiries they make into every point of a stranger’s character, before they are willing to admit him in the capacity of a servant beneath the roof; as, from the moment they do it, he becomes of necessity entrusted, to a certain degree, with their property, and even their lives. And how many sad instances are there, of which we have all heard, of masters being robbed by dishonest servants, and even their lives being exposed to danger through evil connections, formed unknown to them by the inmates* of their family!  

“Remember also, that is not sufficient that your own conduct be good; if you associate with those whose conduct is bad, you’ll be judged by them at least as much as by yourself.”

* A meaning rarely used today, “one of several occupants of a house.”

Extracted from the 1823 book, The Footman’s Directory and Butler’s Remembrancer, re-published in hardback by Pryor Publications. You may obtain your discounted copy (with free s&h) by emailing the publisher: Mr. Pryor (alan @ pryor-publications.co.uk) and telling him you read about the offer in the Modern Butlers’ Journal.

Recent Graduations

This year, the Institute has held about thirty graduations in hospitality venues around the world. Here are some photos of recent proud graduates, equipped to excel:

Norwegian Cruise Lines “The Pride of America”, Hawaii

The Landings, St. Lucia
Paradisus Cabo, Mexico, Butlers and Concierges

The Butlers Speak

Finding & Managing Staff, Part 2 of 3

What do you do to introduce new hires to their positions and environment?

“We have developed written policies and procedures. For housekeeping staff, we have the residence split into zones with their own cleaning timetable each week. I switch the cleaning lists each week so the staff are fully cross trained.  We also have pictures of the bedrooms on how beds are made, etc.  I go over each room in detail and clarify expectations.” NS

“I spend as much time as is needed with new hires, asking and answering as many questions. I show them the house, highlighting the the standards of the house and what we expect. I have them shadow another staff member for the day and then meet with them at the end of the day to chat about their experiences and any concerns they may have. I also speak with the staff member who has been with them and ask for their input on how the day went.” PBW

“Initially, we do a property walk while the principals are not in residence. Hopefully, once hired, there’s an opportunity for a probationary period without principals present to train the new hire in a less-pressured environment. We also hold a new-employee welcoming party off-campus.” SA

“Introducing them to all other household staff is essential. If possible, I try to spend the whole of their first day at their side to literally walk them through their duties (establishing expectations and demonstrating standards) and to guide them through the house.” CH

How effective have these proven? 

“Very.  I’m a believer in team work and that you can never have too much information.  I will always assist our staff in any way I can to help them develop their skills.” NS

“Invaluable, I wouldn’t do it any other way. I think it helps both parties tremendously.” PBW

“Works for me. The trick is to convince your principal that these steps remove a myriad of unknowns, and that I can be trusted to evaluate effectively the candidates beyond the capabilities of the agent. Since I know the context and environment, I become an essential bridge to a seamless transition of duties. When an employer tries to do more than endorse my conclusions, their criteria will inevitably lead to the wrong candidate. I have yet to meet an employer who is skilled at personality assessment. Skills are either good or can be learned. But personalities and motivation cannot be changed, or improved: either they are in place or they are not.” SA

“When I have been able to spend a day with a new staff member, the results have been delightful. Introducing them to (existing) staff—and detailing their responsibilities—has also proven to be quite effective in curtailing disputes over ‘who does what’ and in creating a team feeling.”  CH

Temporary Butler Wanted in Carmel-by-the-Sea

Temporary butler wanted to assist with a 4-day family vacation in a rented home in Carmel-by-the-Sea, California, during May 18-21, 2018. The family consists of 15 people and will be having one formal dinner during their time at the estate. They are looking for someone who can set up meals with already-prepared food, clean up after meals, keep the kitchen clean during their 4-day stay, mix drinks, make coffee/hot chocolate/snacks when requested, and set up/prepare some light decorations for the dinner (centerpieces, dessert table). The ideal candidate should be comfortable handling the above requirements and dealing with family gatherings and could be male or female; preferably you live fairly local (SFO/Bay area), although the family is willing to cover travel costs if needed for the right candidate.

If you’re interested in this assignment for May of 2018, please contact the Institute at enquiries @ modernbutlers.com with your current résumé and photo, for more details.

Book Review of Serving the Wealthy, Sections on the Role of the Butler and the Principal’s Wines

by Gretchen dePillis

Biodynamics and sulfites in wines & the bar

Serving the Wealthy’s section on stocking the bar and managing the cellar serves as a reminder for the expert and a useful guide to one with intermediate exposure to fermented beverages. It does not mention biodynamic wines, however, so my next few articles focus on sulfites, which are present in all wines, but only in very small quantities in biodynamic wines. Generally, when it comes to what we eat and drink, sulfites act as a preservative and can slow the browning of fruits, and inhibit bacterial spoilage as well as fermentation.

The Food and Drug Administration (FDA) banned the use of sulfites in fresh foods in 1986, but sulfites are still added as preservatives in commercially prepared drinks and foods. In case an employer or guest has an allergy to sulfites, it might help to know which bar items include heavy doses of sulfites: wines, Maraschino cherries; pickled cocktail onions; bottled non-frozen lemon or lime juice; and grape juice. Medium amounts of sulfites are added to ciders, corn syrup, pickled peppers, cordials (alcoholic), and soft drinks.

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

 

Let’s Talk about Mixology, Part 26

The Champagne Cocktail

by Amer Vargas

This month we return with a classy, classic, elegant, and simple cocktail based upon everyone’s favorite French bubbly: Champagne.

Other than the main ingredient, three others compose this stylish cocktail: a sugar cube, Angostura bitters, and a lemon peel as garnish. With so few ingredients, preparation is really simple: place the sugar cube in a champagne flute (not a Pompadour low glass) and add 2 or 3 dashes of Angostura bitters to the cube. Pour the champagne gently, as the sugar will have a tendency to create more bubbles than usual with the fizzy wine. Before serving, decorate with the lemon garnish.

This lovely and sophisticated cocktail is ideal for casual receptions with colleagues and even for not-so-formal gala dinners with friends and family.

Cheers!

Mr. Vargas is the Institute’s President—feel free to contact him via email, AmerVargas @ modernbutlers.com

Consulting the Silver Expert

Cleaning and Polishing Silver, Part 6

Jeff Hermanby Jeffrey Herman

Removing Labels

If you have purchased a silver object with a price label that won’t peel off, don’t reach for a scrubby pad or steel wool. Instead, try using a hair dryer on a LOW setting (a heat gun is too hot) to gently warm the glue of the label. The label should then peel off cleanly.

If the label leaves a sticky residue, wait for the piece to cool and try removing it with some hand sanitizer, canola oil, or olive oil on a cotton ball or make-up pad. If that fails, rub a cotton ball or makeup pad, saturated with oil, on the residue and let it sit for one hour. The oils won’t harm the silver.

If this does not work the first time, repeat until the adhesive has dissolved and wipe away with a paper towel, cotton ball, or makeup pad.

Use Better Life Natural Glass Cleaner (which has a neutral pH) to remove any signs of the oil. If a discolored spot remains where the adhesive had been, remove it with one of the least-abrasive silver polishes.

Note 1: Never use a hair dryer on lacquered pieces.

Note 2: Products like Acetone, Goo Gone, Krud Cutter, Goof Off, and WD-40 will remove adhesive residue more quickly, but are less environmentally-friendly. Should you decide to use these products, make sure to wear nitrile gloves and perform the task in a well-ventilated area.

Mr. Herman continues to offer his services to our readers for any questions you may have about the care of silver. Either contact him at (800) 339-0417 (USA) or via 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.”

Categories
Butler books Butler history Mixology Newsletter

The Modern Butlers’ Journal, October 2017, International Institute of Modern Butlers

The Modern Butlers’ Journal

October 2017

In its 13th year of publication

International Institute of Modern Butlers

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

Message from the Chairman

IIMB Chairman Steven Ferry

It has been a busy year for consulting and training in the private and hospitality sectors around the world, with trainers currently in Mexico, Maldives, and the Caribbean.

Travel these days is never dull: dodging volcanoes, hurricanes, revolutions, terrorist attacks, and plane crashes, each by a day or two. In between, there are the exciting trainings and consults, and visits to myriad countries (I have lost count, but about 50 so far this year).

It occurred to me, while listening to yet another air-hostess briefing on how to buckle a seat belt, that I am now in my 64th year of airplane travel! Some things have improved, most not. Civility, levels of service, and professionalism, have taken a hit: comfort has increased only in terms of lie-flat beds in business and first classes. The planes may be slightly faster, but the delays and lines at the airports today remove that advantage. In terms of stress, whether from nature, politics, security and related threats, or human frailties, there is no comparison with the genteel experience of air travel in earlier days. The only thing that has improved is the reduced cost of travel, making air travel affordable for most.

Letters to the Editor

“Reading all the input from our colleagues in The Butlers Speak, in response to your insightful questions, has made it very refreshing to know that we do not stand alone in this big world of ours. Thanks to you and Modern Butlers, the world is a little smaller today.” PBW

One reader was angered by the “total lack of integrity and respect exhibited by Mr. Burrell for his former employer.” He added this pithy (concise and forcefully expressive) observation:

“A contract between the employer and a butler used to be based on a handshake—a guarantee by both parties to act honourably in all circumstances.

“Post Paul Burrell, the contract is signed on paper by the employer and butler with a shaking hand.” RW

Butlers in the Media

A rather touching advertisement for volunteers to help polish silver was entitled “Find your inner butler.”

This might be taking duty a bit too far as a butler: the reported presence of the ghost of Henry Ford’s butler, whose hackles rise reportedly when tourists litter his ex-employer’s property and he just has to clean up after them.

Not quite so loyal is Mr. Burrell, whose projection onto his employer of his own moroseness and morbidity, portraying her as a troubled soul, may not be based on quite as much knowledge as he professes—quite apart from the fact that he shouldn’t be saying anything at all about the employer in the first place—especially when he receives millions in remuneration for this self-centered/engrossed betrayal of confidence and the profession.

A good interview with a butler who understands the finer points of butling.

Another good interview, this one with a hotel manager of a Four Seasons, who understands that “wowing” guests comes from the caring human touches, not the latest technology.

More on AI (Artifical Intelligence)

Speaking of which, Sir Anthony Seldon, vice chancellor of the University of Buckingham in the U.K., has predicted that teaching will be conducted by robots within a decade. This assumes the development by then of emotionally sensitive machines (that will be as genuine as a three-dollar bill). There would be some benefits of some automation, to be sure, but none that outweigh the best that human teachers have to offer.

The problem is probably best stated as the educational systems of the world have become so degraded over the last century with the substitution of social engineering for actual education, that anything might look better than what we have at the moment—which includes millions of students being drugged instead of educated, while the rest are dumbed down with curricula that only someone with questionable motives could dream up. So yes, maybe robots might look better, but then why bother with humans? Why not just program robots in the flash of a flash-drive download and just end the human race?

The vice chancellor correctly cautioned that “individuals derive a great deal of fulfillment from their jobs and that humans are hard-wired to work,” yet he offers no solution to the prediction by Price Waterhouse Coopers that robots and artificial intelligence could take over 40% of jobs in America by around 2030.

A two-episode British documentary entitled “Hyper Evolution: Rise of the Robots” warns that robots are like an invasive species because of their increasing ability to make conscious decisions and eventually, to out-compete humans. Elon Musk, CEO of Tesla and SpaceX, has similarly raised the alarm about the risks to the human race posed by rapidly advancing AI, as have others.

We still have a way to go, according to Feiyu Xu, head of Lenovo’s AI Lab: the kind of artificial general intelligence needed for a robot butler, remains beyond reach. “A butler serving cocktails won’t be too far away, but a butler who can organise your life, help if you’ve lost something or can change your flights, these kinds of complex capabilities will take a long time [to develop].”

The Wisdom of Butlers Past, Part 5

Another quotation about life for butlers two centuries ago shows that the more things change, the more they remain the same. We still do our best to service employers, some of whom may not be the best of role models, and continue to search for considerate employers who recognize that we, also, are alive.

The author advises we focus on doing our duty despite the slings and arrows of less-desirable employers, because we will be happier in the long run. However, the more modern advice is to be aware that there are a very few anti-social individuals whose goal in life is to push others down; and if the employer is not just having a bad hair day but is routinely of such an ill disposition, one is better off updating the resume and looking for a new position, rather than obliging the person by sinking into apathy.

“Happy are the families where servants study the comfort and welfare of their employers, who in return do the same by them. The kind admonition of an affectionate master or mistress is always to be listened to with respect…. It may be your lot to find a master or mistress who may act unkindly or unjustly towards you…but if you do your duty, you will be more happy in your integrity than your employers can be in their injustice. I would rather be the oppressed than stand in the place of the oppressor….. Patience will be rewarded.”

“Let these considerations stimulate you to truth and faithfulness in your situations through life. You’ll find in the class of society with which you are about to associate, some of the most profligate [recklessly wasteful] of people; that is, in a refined way, if I may be allowed the expression, also some of the most proud and ignorant, glorying in their insolence and profaneness [obscene language and disrespect for religions]. Happily, they are not all so. I know a great number who are held in just esteem and have been honorably rewarded for their fidelity and good conduct.”

Extracted from the 1823 book, The Footman’s Directory and Butler’s Remembrancer, re-published in hardback by Pryor Publications. You may obtain your discounted copy (with free s&h) by emailing the publisher: Mr. Pryor (alan @ pryor-publications.co.uk) and telling him you read about the offer in the Modern Butlers’ Journal.

The Butlers Speak

Finding & Managing Staff, Part 1 of 3

Some insightful solutions to common hiring problems, from those who walk the talk.

1) Have you encountered any issues when looking for good staff? If so, what were they?

“Looking for good staff is trying at the best of times, as what one sees on paper is not what one meets in person: sadly, like so much else, it’s a numbers game.” PBW

“The most challenging issue typically is finding a candidate who is genuinely ready, willing, and able to perform the duties for which they have been hired.  Many will, sadly, say what they think you want to hear, when in fact they are opposed to, or inexperienced in, specific tasks.”  CH

“Most applicants have not worked in a very large residence and are not accustomed to the different types of surfaces to clean such as granite, marble, soap stone, etc., nor have they been exposed to the level of expense associated with furnishings in such a household. Similarly, they are unfamiliar with security measures, such as all exterior doors and entrances being locked at all times, and not opening the front door until we know who is there.” NS

“One of the biggest obstacles to finding top talent in our area of California is the cost of living: The nearest affordable housing is at least an hour’s drive away. Convincing employers to extend a high cost-of-living allowance that would allow staff to rent locally, is a tough sell in most cases. Another problem is that most employers don’t want an employee who must be moved in from out of town: Not only do they express a dissatisfaction with having to pay for moving expenses, but they also do not want to make a commitment to that employee: The freedom to fire without conscience is too important for them.” SA

2. What areas or avenues have proven most fruitful for finding staff? 

“Using recommendations has worked well, as has a local agency that screens potential applicants before we interview them.” NS

“Anyone can be good during an interview, saying the right things, giving the right answers. But the proof is in the pudding as they say: So what I have found to work over the years is to invite the candidate to spend a day with us, paying them for the day, and covering any travel expenses. We offer them lunch with the rest of the team and see how they interact with everyone. It’s a two way street we feel: they see what is expected and we see what they can do.” PBW

“Certain placement agencies are excellent resources, but finding a qualified candidate by word of mouth is not an avenue to be disregarded.” CH

“First and always: word of mouth and networking. It was true before agencies and it’s still true now. But failing that, careful interviewing of agency owners will reveal whether they’re capable of identifying a service mentality, and comprehensive personality assessments / matching of both employee and employer.  Only a handful of agencies nationwide know anything more about their candidates than what is given in the resume. It takes time and perception to handpick your candidates, and then match them to the employer with a reasonable success potential.  An agency worth considering will give a one-year free employee-replacement guarantee.” SA

3. What procedures do you employ for ensuring that the right staff are selected? 

“We do a background check on everyone, as well as a credit check–very important when working at a large residence. Any time we have deviated or made exceptions we’ve experienced unfortunate outcomes. We have learned from these experiences, however, so when we hire new staff, they are hired as an independent contractor. After a year, they are evaluated and we determine whether to hire on the person as an employee. This process has worked very well for us. NS

“By having them spend the day with us, I see them in action.” PBW

“Without question, a paid working trial of three-to-five days has proven the most effective way of ensuring a proper selection. I also put their skills to the test, such as asking them to iron a table linen, prepare a special dish, spot clean a rug, or wax a vehicle.” CH

“We conduct multiple interviews with three pre-qualified candidates. Each interview is conducted under different conditions. One might be a dinner engagement where table manners are subtly scrutinized and driving habits can be observed (you travel to the restaurant together in the candidate’s car.) Another might be lunch with the candidate with a partner/spouse, a best friend, or even a parent as guest. Another might be a leisurely walk about the estate, seeking comments about every aspect of service, loyalty, discretion, and privacy that the candidate holds dear.  In all instances, we make lots of eye contact and observe body language.” SA

Book Review of Serving the Wealthy

Sections on the Role of the Butler and the Principal’s Wines, Part 6 of 12

Dealing with Wine Sensitivity

by Gretchen dePillis

As Serving the Wealthy suggests, it is useful to note the preferences of the principal’s guests. When serving wine, you may note that some guests may experience “headaches” shortly after consuming a glass of wine. Others may have an asthmatic reaction.

Sulfites can trigger an asthma attack in some people, but as commercial wines can contain up to sixty different additives, it may not be easy to discover all the additives used by the vineyard, as most countries only require the listing of “sulfites” on the labels of wine bottles.

For such guests, you may wish to consider a wine from a biodynamic vineyard, and note this information in their guest preferences database.

Next month, we will review how to find the biodynamic vintage that is appropriate for your employer’s guests.

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

Creative Corner

KobiGutmanHow to create a Strawberry Flower

by Kobi Gutman

Adding garnish to a plate is a little touch that makes a big difference to the presentation. Here is a quick and easy garnish for a turndown treat, a fruit plate, or even (if covered with chocolate) a treat that can be served on its own.

  1. From about half the height of the strawberry, make a slice down towards the base. Don’t go through but stop
    a little bit before the base. This will create a petal.
  1. Using the knife, gently push the petal out, being careful
    not to break it. You can roll the knife over the tip of the
    petal to add a more realistic effect.

3. Repeat the above two steps to create three more petals.

  1. Make another layer of petals by cutting closer to the top of the strawberry and slicing down to half the height of the strawberry. Each petal in this layer should be located between two petals in the bottom layer – that is, not directly above them.

 

 

  1. Place as garnish and serve.

Mr. Gutman is the head butler at a private hotel in Florida and can be reached via the Institute.

Let’s Talk about Mixology, Part 26

will be forthcoming in November—Mr. Vargas just returned from a lengthy assignment abroad to assist the very next day with the delivery of his second child, Gala. Our congratulations to both Amer and his wife, Sonia, and best wishes for the future.

 

 

Mr. Vargas is the Institute’s President—feel free to contact him via email, AmerVargas @ modernbutlers.com

Consulting the Silver Expert

Cleaning and Polishing Silver, Part 5

Jeff Hermanby Jeffrey Herman

Use the following technique if you are polishing an object without porous components or components that have been sealed with Renaissance wax:

Rinse the object first to remove any pollution that may have settled on the object. These contaminants, which may be more abrasive than the polish you will be using, can actually scratch the silver if rubbed into the surface.

Apply Blitz Silver Shine Polish or Earth Friendly Silver Polish. If you feel it necessary to protect your hands from moisture, use nitrile gloves which contain no ingredients that tarnish silver. Do NOT use latex gloves!

Rub the object in a straight, back-and-forth manner so as to maintain a uniform appearance. Avoid rubbing in a circular motion.

Rinse the sponge regularly, as elements in the tarnish can be very abrasive.

Dried polish can be removed by patting the area with a warm, wet cotton ball or a wet horsehair or natural-boar-bristle brush.

Rinse the object with warm water, and then dry with a Selvyt cloth or cotton dish towel immediately to avoid spotting.

I advise using untreated heavy-weight cotton inspection gloves to avoid finger prints when cleaning and storing freshly cleaned objects.

Note: Flattened cotton-swab heads, with very little silver polish applied, are excellent for cleaning between fork tines.

Wearing nitrile gloves and using a cotton ball with Earth Friendly Silver Polish to remove tarnish from a Paul Revere Beaker

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.”

Categories
Butler books Butler history Butler training Newsletter

The Modern Butlers’ Journal, September 2017, International Institute of Modern Butlers

The Modern Butlers’ Journal

September 2017

In its 13th year of publication

International Institute of Modern Butlers

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

Message from the Chairman

IIMB Chairman Steven Ferry

A very keen and conscientious individual wrote to me from London, asking for advice on post graduate training and other professional questions, concerning what to do before and after a course the individual was planning to attend, to learn how to be a butler. While I congratulated this individual on their decision at first, as the discussion continued, I was made privy to the curriculum that would be covered during the four weeks of butler training. It did not add up at all to a trained butler, but instead consisted of random (albeit related) subjects that I would consider useful add-ons. This leads me to conclude that there are some individuals in the butler educational field with beguilingly glitzy presentations who have not the first idea of what butling is about, and who are doing nobody a favor by pretending to be something they are not. There are enough for-real butler schools in existence—please, if you are considering the butler profession and quite correctly want training for same, compare many schools and decide upon the one that seems to provide the most comprehensive curriculum that is within your budget, and that can present some evidence of placement success for its graduates. As for schools that are not delivering what is promised, please feel free to contact me—I’d be happy to help up your game.

phone booth
When something doesn’t add up, it’s time for some quality control

Butlers in the Media

An interesting article in Bloomberg provides some insights into life as a butler in The Plaza, where the Institute trained the butlers on their relaunch in late 2007. Interesting, that is, judging by the number of outlets who picked up on the story.

Some articles appeared of butler schools in China, with different parent companies in Europe, being well attended by Chinese students eager to fill the demand created by the TV series, Downton Abbey, among the newly wealthy in the country.

Adding to the list of commercial misuses of the word butler, we have Beach Butler, Legal Butler, Silent Butler, Bubble Butler, HVAC Butler, and Ice Butler. Don’t ask!

And when it comes to “robot butlers,” the invasion continues at a rapid pace, the latest being plans by one company that makes a robotic vacuum cleaner, to have it map and share floor plans of the house with third parties. As the author of the article points out, “Our smart devices were originally designed to make our lives easier and more efficient, but increasingly we are discovering they are making our lives more public and ‘marketable’ in the process.”

We would add that, in the event that our employers make the mistake of sliding down the slippery path of automation, then the very real fear (bearing in mind the paragraph above), that employees might violate the butler’s golden rule of respecting the privacy of the employer and not spilling the beans (privately or) publicly may become real, and they should be willing for the world to know their intimate lives in great detail, all in real time. It might be worth a timely reminder of this to your employer if they ever fall for the cost-saving, etc. glitter of robotic butlers and systems.

And finally, this poor gentleman just cannot help himself: He continues to make national news giving his opinions about his ex-employer in public, and about other royals whom he has not even met. He is regarded as a viable source by the tabloids because of his privileged former position as a butler; but when he so flagrantly disregards the most fundamental of requirements for the position, he immediately invalidates his reliability as a source. Good for the tabloids, perhaps (one reporter noted, “Paul Burrell is a great signing who will ensure plenty of juicy subject matter”). On one hand Mr. Burrell claims the media are going too far in talking about his ex-employer, and on the other, he does exactly the same thing himself. As one editor said, “That’s rich!” While another commented, “He will again shamelessly betray her by revealing more of her secrets on TV.”

“I’ve been accused sometimes of telling too many secrets [but] I only have one person to justify myself to,” says Mr. Burrell. He added that he “felt the need to share information that would ‘enhance her [his ex-employer’s] image,’ or when it was a message he felt she would want shared.”

He explains away the dismay the ex-employer’s family and friends, media, professional colleagues, and the general public, have expressed for his breaking of confidences—by claiming they are all jealous of his relationship with her. An embarrassing case of being blinded by hubris.

Not remarkably, he now claims he is “worried when the leaking of information is going to stop…. I am in control of what I know, I’m not in control of what everyone else knows…. Some things make me feel a bit—I think ‘That shouldn’t be said.’”

The wolf guarding the hen house, the pot calling the kettle black, the surprise at obvious outcomes, the butler who missed Butler 101—a lot of lessons here—I wonder when they will sink in.

None of this cuts the mustard for anyone with two brain cells to rub together and even the most rudimentary of ethical codes to call home; and the continued self-aggrandizements do little for our profession as a whole, nor our employers.

The Wisdom of Butlers Past, Part 4

The author discusses the need for an ethical approach to ones duties, citing an example from the Bible where Joseph, a slave, was bought by Potiphar to run his estate. Joseph did it in such an ethical fashion that Potiphar considered Joseph’s god was blessing Potiphar, too, and so left the running of the estate totally in Joseph’s hands. When Potiphar’s wife wanted Joseph to steal from his employer and jump into bed with her, he refused because, while his master had trusted him with everything, that did not include his wife, nor did it include considering his employer’s possessions to be fair game!

The author then tells of a servant in the Bible who was not ethical: after his master had cured a person of a disease, without asking for anything in exchange, the servant ran after that person and demanded money for the help he had received. The servant apparently was not given any money, but he did end up with the same disease for his pains!

The interesting point being that the author claims this same effort by servants to extort money from the recipients of an employer’s largesse before allowing them to see the employer again was a problem even 200 years ago. Extortion and theft still exist today in our profession, as we hear of occasionally in the media. What we do not hear about is the 99.9% of butlers and household/estates managers who quietly and ethically perform their duties—no doubt the same was true two centuries ago.

Extracted from the 1823 book, The Footman’s Directory and Butler’s Remembrancer, re-published in hardback by Pryor Publications. You may obtain your discounted copy (with free s&h) by emailing the publisher: Mr. Pryor (alan @ pryor-publications.co.uk) and telling him you read about the offer in the Modern Butlers’ Journal.

The Butlers Speak

The Placement Game, Part 6 of 6,

Effective Ways of Attracting Future Employers

A Beast of a Job Interview by Mike Licht

The last question asked in this series was: “What have you found to be effective in attracting future employers—both at the CV/resume stage, and during interviews?”

The answers were quite individual and no clear common actions or recommendations came through, so they are relayed here as-is, for the reader to take away what they feel might work best in their case.

“Be honest and clear about who you are, what you can and cannot do, and what you want. If you are given the job, you will have to deal with any liberties you may have taken with the truth for many, many years—very uncomfortable for both employer and candidate.” AB

“I constantly update my skills and resume. I keep my CPR certification updated and recently took a Nursing Assistant program offered through the community college—so I can add eldercare to my child- and animal-friendly resume. I also earned Servsafe Food Handlers’ Certification. In the fall, I plan on taking a bartending course (when I am not taking 15 credits at the University). Recently, I had my headshot done by a professional photographer. There are many professional services that will write your resume for a fee. As for interviews, that is a little more complicated; maybe, practice with a friend on some possible questions and develop good responses for the putative employer. Smile, be courteous, and show the potential principle that you listen. Listen to the questions that you are asked, and answer with an appropriate response. Have some questions to ask the employer—just in case they want you to ask them questions. Go to the library and take out books on the interview process. On-line, there is a wealth of information, too.” DS

“I am enjoying my last position before retirement and am not in search mode; however, my advice is to stay in every new position for at least three years, always keep your eyes and ears open for what could be your perfect position, and utilize your professional connections at all times to pursue that dream job! I would be very careful in trusting strangers with your livelihood and future—look before you leap, if you will.” LW

“Honestly, I probably will not be looking for another employer.  I am with this family for the duration.” NS

“It is imperative to keep up with as much technology as possible, keep your CV/resume to no more than one page. I found out the hard way that it is nice to tell future employers where and who you have worked for, but they want the bottom line, not the whole novel. Go to your interview with a list of questions, it will help jog your memory in case you are sidetracked.

“If you have a heads-up on the employer/family, look them up, find out as much as you can about them. You don’t want to be asked, “How much do you know about us and our company?” and you had not taken the initiative. There will be times when the agent will tell you, ‘I can’t tell you who they are right now,’ in which case you can answer truthfully, ‘I don’t know who the principals are at this point.’ This may be a double test from the client, who told the agent not to mention who they are. All will be revealed soon enough if they are interested in moving to the next step.

“It’s best not to talk money at the initial interview, which for the most part is a meet and greet. If you receive a callback, then that could be time to ask about the compensation package. I would advise anyone working through an agent who says ‘Money is no object,’ to realize that money is always an object. I can’t tell you the number of times I have heard that statement only to find the principals are not willing to pay anywhere near my asking package. So do yourself a favour, ask for the range before you waste their time and yours. Other pointers I would suggest for the interview are: arrive on time—five minutes before call time is more than enough, anything earlier is bad manners. Look the part, be smart, well groomed, clean hands and shoes, a ring and a watch is more than enough. A firm handshake, I personally think is a MUST. If you are offered a drink, politely refuse, one less thing to worry about. Make sure, if you need the rest room, to go before you arrive.” PB

“I believe that having a resume that is structured and specific for private service is a major point. I think also having that personal relationship and having met with that placement specialist is vital for them to represent you to principles properly.” RC

“The most effective pathway is through one of the few high-end recruiters that have repeat C-level corporate clients. Try nailing your interview, when asked if you have any questions, with: ‘If I started work today, what could I do for you that would mean the most to you?’ ‘What personal qualities and traits do you value the most in an employee?’ ‘With what you know about me now, do you see any skills or traits that do not meet your expectations?’” SA

“I always ask interviewees what I should know about them aside from their resumes.  A good CV will make you want to read more. That is how you make your way through the pile. LinkedIn is always used.” MB

Butler Sought in the United Arab Emirates

A private, VIP family in the UAE is looking for a Butler, who will primarily look after the elderly Father of the family. The right candidate will be male, between 30-40 years old (although other ages will be considered), with some hospitality or private service education and/or experience. You must speak good English and have a positive attitude. You will be tasked with responsibilities for every day needs, from wardrobe care to catering, including managing up to 5 existing household employees; coordinating the activities of household employees engaged in cooking, cleaning, and related domestic duties; working closely with the Estate Manager; and accompanying the family during (frequent) travel. You will have 1 day off per week and will live in private accommodations that are separate from the family. Single as well as married candidates will be considered. Good salary (range USD $2700 – $3200 per month) and benefits, including the costs of an annual trip home.

If interested, contact hrgroup.fujairah@gmail.com with your resume/CV, to be connected to the contact person for this position.

Book Review of Serving the Wealthy

Sections on the Role of the Butler and the Principal’s Wines, Part 5 of 12

by Gretchen dePillis

The text in Serving the Wealthy (volume 1, page 162 onward) is a useful reminder for acting as the “officer of wines.”

On my most recent jaunt to Italy, I learned a couple of additional “grapes of wisdom” from one sommelier that I would like to share: Firstly, let red wine breathe one hour for each year from the date on the label*; secondly, while wines are usually described in terms of taste, such as “fruity” or “toasted oak,” this sommelier prefers to describe wines as being “brisk and exciting” or “passionate.” You may wish to include such descriptors when recommending wines to pair with a proposed menu.

* Note from editor: We have not heard of such a rule, which possibly might apply to younger wines, but a fine wine in its senior years will be thoroughly spoiled well before the 30-hour mark!

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

Creative Corner

KobiGutmanNapkin Folding

by Kobi Gutman

Another area of expertise where we butlers can be creative is, of course, the dining table. Setting up a dining table for a beautiful dinner is an art. The tablecloth, the flowers, the quality and symmetry or asymmetry of it all makes a great impression. One thing we can add as a little touch is an artistic fold of the napkin.

Here is a simple, yet elegant one:

1. Fold the napkin to half to create a triangular shape.

 

 

2. Fold the closed side of the napkin three times towards the tip.

 

 

3. Flip the napkin over and start rolling it sideways. Start rolling from one flap and stop before you reach the second flap.

 

 

 

4.Tuck the second flap under the rolled part. Straighten it inside.

 

 

 

 

5. Pull the two bottom parts firmly and arrange them as two leaves.

 

 

 

6. Place the napkin in the desired position on the table.

 

 

 

Mr. Gutman is the head butler at a private hotel in Florida and can be reached via the Institute.

Let’s Talk about Mixology, Part 25 

The Blue Blazer

by Amer Vargas

Watching an episode of The Simpsons depicting the famous Flaming Moe (Episode 45 of season 3, for Simpsons geeks) inspired this writer to next address flaming cocktails. Since it would not be so easy to choose one, let’s aim for the first recorded flaming cocktail ever concocted.

The Blue Blazer was cocktail number 197 in the first bartender’s manual ever written, created by Jerry Thomas and published in 1862. The making of the cocktail is as follows:

Bartender Preparing Blue Blazer, photo (c) by Stefan Giesbert
Jerry Thomas Preparing a Blue Blazer

“It is recommended to use ‘two large silver-plated mugs, with handles’ and the ingredients to be mixed are equal parts of Scotch whisky and boiling water. Have at hand a teaspoon of sugar for the last step.”

The liquids are poured into one mug, then ignited. While it is flaming, pour four or five times from one mug to the other, as shown in the drawing of the 1862 book and in the picture by Stefan Giesbert on the right, appearing as a continued stream of liquid fire.

After burning the alcohol for a few seconds, sweeten with the sugar and serve in a tumbler with a lemon peel.

Whilst the cocktail is delicious, it can also be dangerous, so practice pouring the drink from mug to mug without spilling a drop, before setting it alight—or you might have a not-so-funny fright!

Handle with care and enjoy!

Mr. Vargas is the Institute’s President—feel free to contact him via email, AmerVargas @ modernbutlers.com

Consulting the Silver Expert

Cleaning and Polishing Silver, Part 4

Jeff Hermanby Jeffrey Herman

Use the following technique and polish when

a) Polishing near unwaxed or cracked components (wood, ivory, mother of pearl, felt, etc.);

b) Working on wooden handles & finials (an ornament at the top, end, or corner of an object), ivory insulators, and felt used on the bottoms of such as candlesticks, which can become damaged when exposed to excess moisture;

c) Dealing with hollow areas that will not dry (beaded rims, handle sockets with minute holes, etc.);

d) There is no source of water.

  1. Apply the smallest amount of Blitz Silver Shine Polish on a large cotton ball or make-up pad;
  2. Rub the object in a straight, back-and-forth manner so as to maintain a uniform appearance—avoid rubbing in a circular motion. Rotate the ball or pad regularly to expose unused surfaces;
  3. Let the polish dry;
  4. Remove the polish with a Selvyt cloth (preferred) or cotton dish towel. Selvyt is a lint-free, untreated,100% cotton wiping cloth.

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.”

Categories
Butler books Butler history Butler Jobs Butler training Mixology Newsletter

The Modern Butlers’ Journal, August 2017, International Institute of Modern Butlers

The Modern Butlers’ Journal

August 2017

In its 13th year of publication

International Institute of Modern Butlers

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

Message from the Chairman

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

I was on a train in Sweden recently, when a pregnant lady climbed laboriously on board. I immediately vacated my seat and offered it to her, only to have a swarthy, able-bodied young man plop his carcass in my pre-warmed seat. I indicated to him in sign language that the seat had been freed for the lady, but this obdurate (stubbornly refusing to change one’s opinion or course of action) fellow would have none of it.

As a youth, raised on rugby and rock and roll at a public school in England, I was not known particularly for my good manners; although they have not changed significantly in the decades since, I am aghast that my mediocre standards are themselves so far above the current norm as to be positively unfathomable to many youth today. 

All power to those denizens (inhabitants of a certain place) of protocol and etiquette, such as Mr. John Robertson and Ms. Fiona Cameron-Williams, who valiantly lead the charge toward a society that has some understanding of civility and the strange notion that other people exist whose comfort and happiness may be a worthwhile concern for each and every one of us.

On a more positive note, I wanted to share a photograph of some of the graduates (in their civvies after a farewell dinner) of the training completed recently at the latest palace to be added to the stable in Paris, Hotel de Crillon, on Place de la Concorde. It opened its doors recently after a major, four-year renovation that a photographer who has photographed in most such hotels and palaces around the world, assured me was the most beautiful hotel he has seen. The butler service was designed to match!

Butlers in the Media

A nice nod to Las Vegas’ premier butler.

The Guardian reports a residential care home in London offers a “new benchmark in nursing care” with the inclusion of butler service. A small amount of research would have highlighted a retirement home in Toronto, Canada that has been offering butler service for the last six years. And the butler service offered in London is simply a barista.

Several examples of other professions or businesses taking the butler name in vain popped up this last month, the strangest being a “Squirrel Butler.” The mind boggles. Talking of which, the word “boggle” means to be astonished or overwhelmed at trying to imagine something—and while the word is of uncertain origin, it seems to be related to the word for “devil,” which I find quite apropos.

Lastly, robots continue their inexorable march toward easing humans out of their jobs: the most recent being a bar in Las Vegas that only “employs” robotic bar tenders.

The Wisdom of Butlers Past, Part 3

In the next section of The Footman’s Directory and Butler’s Remembrancer, the author tackles the subject of lowly status accorded to “servants” or those providing menial (low skill, low status) work—service providers in today’s language. We see this occasionally in social media comments on articles about butlers, whereby the commentators throw up their hands in horror at the idea of serving another person—the perceived drudgery, implied slavery and lack of self-determinism. Their comments really betray a disability on their part, because every one of us is in service to others—even the Queen of England is in service to her subjects and has duties to fulfill.

“Some persons speak of servants as if they were so much beneath them as to be unworthy of notice; but this adds nothing to their own respectability, and only betrays their ignorance and pride. There is no degradation in being a menial, except if you fail in the duties of one; no disgrace in wearing a livery (uniform), unless you bring reproach on it by your behavior. I have never been ashamed of being in livery but when I have seen other servants disgrace it.”

The author’s point is a good one: there is no need to consider oneself inferior because one provides service at the estate of an individual or family. What is inferior is when the performance of that service is inferior in some way, and brings ill repute to the employer and the profession as a whole.

In the next quotation, the author once again expresses the propaganda, widespread for centuries and still in existence in some parts of the world, that we are all born to a station. It’s a good way to keep people in service, but not a good strategy for building an intelligent staff that is creative, proactive, willing, interested, and alive.

“The various stations in life are appointed by God; all are useful and honorable in their different degrees. We find from history and holy writ, that domestic servants have frequently been entrusted with matters of the utmost importance to their employers.”

His point about the work being useful and honorable is right on the mark, though.

Extracted from the 1823 book, The Footman’s Directory and Butler’s Remembrancer, re-published in hardback by Pryor Publications. You may obtain your discounted copy (with free s&h) by emailing the publisher: Mr. Pryor (alan @ pryor-publications.co.uk) and telling him you read about the offer in the Modern Butlers’ Journal.

Book Review of Serving the Wealthy

Sections on the Role of the Butler and the Principal’s Wines, Part 4 of 12

by Gretchen dePillis

Let us venture into the early duties of butlers as officers of the wine cellar. If you happen to be in France, do visit Chateau de Meursault (Rue du Moulin Foulot, 21190 Meursault, France) to see an example of a wine cellar which dates back roughly to the 12th century, when butlers started to manage wines for their masters. Each year this property hosts the Paulée Meursault celebration to mark the end of the grape harvest in Burgundy. If you are located in the United States, similar events take place at La Paulée de New York and La Paulée de San Francisco. Both American events were started by sommelier Daniel Johnnes, wine director for Daniel Boulud’s Dinex Group, in 2000.  To witness first hand how the wine traditions grew from the 12th century to today, I suggest a visit to one of these events.

Serving the Wealthy, Volume 1, pages 162-166 appealed to me personally because it evoked memories of running my hands over rugged grape vines, seeing the vivid bright green leaves and tasting the wide variety of succulent flavors as I pop plump grapes into my mouth. From the professional standpoint, though, this section was most enlightening in the way it emphasizes what was expected of a butler centuries ago, and that equally today, the butler needs to understand and demonstrate knowledge in various aspects of the fermented grape, including optimal environmental conditions of the wine cellar and pairing food and wines—which can only occur once the butler understands the characteristics of the wine as well as of the foods—both quite advanced skills.

Ms. Depillis

 

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

 

Creative Corner

Fondant Rose

by Kobi Gutman

KobiGutman

 

 

Fondant icing is normally used with cakes and pastries yet it can also add shapes, colors, and beauty to fruit plates, turndown treats, etc.

  1. Cut similar-sized pieces from the fondant and roll them into small balls. These will be petals

 

 

 

  1. To make a petal, place one ball between two sheets of  parchment paper and flatten it with your finger. Make the top tip of the petal a bit thinner.

 

 

  1. Take the petal that you’ve just created and roll
    it to form the first, inner petal.

 

 

 

  1. Flatten another petal, the exact same way, and wrap it around the core petal. Leave one end loose to allow the next petal to be added.

 

 

 

  1. Form another petal and add it to the flower,
    starting slightly inside the previous petal.

 

 

  1. Continue adding petals in this way. Roll back the top
    of the petals to give it a more realistic look.

 

 

 

  1. Make another layer of petals the same way until
    your rose blooms.

 

 

Mr. Gutman is the head butler at a private hotel in Florida and can be reached via the Institute.

The Butlers Speak

The Placement Game, Part 5 of 6, The Future of the Job Market

When asked how they see the future job markets—any regions or subsets for growth (i.e. for ladies, for Chinese speakers, etc.)—some of the butlers and estate(s)/household managers were upbeat and some not so. It seems that having multiple languages will stand one in good stead in this international market—and one that can be fast-tracked/offered on an interim basis by verbalized and written translation software on one’s smart phone.

A Beast of Job Interview by Mike Licht
A Beast of Job Interview by Mike Licht

“This is only my opinion, but having more than one language is of definite benefit: In Florida, I worked with Latino’s from all over the world, so, Spanish is almost a necessity in that State. Currently, I work in the North-eastern part of the United States, where I have worked with Latino’s, Koreans, and Filipinos. I try to slow down my spoken English, so they can better understand me. With certain software, I can also type dialogue in their language to communicate. A smile and kindness go a long way. With more and more billionaires and multi-millionaires, and with all the security troubles in the world, I see our industry flourishing. Keeping your reputation in tact is vital; also, your credit, driving record, not doing drugs nor being arrested and continuing education is smart. Free education exists on-line (www.edx.org, and www.coursera.org), and community colleges have low-cost classes too. Now, you can do on-line domestic service and Butler classes for a fee. At this point, I am working on my Bachelors’ degree in Estate Administration, because, I believe that it will be the only way I can advance in my career—which at time of writing includes ten years as a Household Manager and twenty-five years as an Estate Housekeeper/Cook.” DS

“In my opinion, the future is wide open for any person willing to work hard. An education in service is indeed a plus but it is the school of hard knocks that really separates the professional from the average worker. We need to be the professional at all times. You only know if you have what it takes to be a great service professional by being a great service professional! In the world of private service, average just doesn’t work out.” LW

“When I first began, I found jobs by word of mouth as there were few other options where I lived. Networking was the most productive method then, and I believe may still be today in many areas of the country. LinkedIn and Facebook offer fine opportunities to have an online presence at virtually no cost—everyone should have at least one of those two for work purposes only. I think the UAE is a good venue and I hope for a resurgence in the proper roles of ladies maids and butlers. I do see quite a few multilingual positions coming available. Marise

“I see a very bright future for private service in the years to come. Major metropolitan areas will always hold the largest number of traditional jobs. Opportunities for everyone, including other nationalities, multi-linguals, and those with specialty skills, will increase as wealth extends downward. The sham agencies proliferate and so I want to issue a caveat: With increased wealth, more entry-level employers will be hiring who have no experience in good employee-retention or even how to have staff work in their home. There will be an increase in staff turnover at that level until/unless employers learn their responsibilities in the workplace.” SA

“Sadly, I think the job market is dwindling for the most part for butlers. The good positions don’t seem to come up all that often, the people in them tending to stay. The younger generation of potential employers, who are either building their ‘dream home’ or moving from a three-thousand square foot home to a fifteen thousand, don’t seem to think of, or want, a Butler—nannies and housekeepers are on top of their list. They’ll have a personal assistant who will ‘try and keep the home ticking over.’ It’s not until some time passes that they ‘get the picture’ that they really do need a professional butler to help them run their multi-million dollar investment.” PB

“I am afraid that the upcoming markets (abroad) will prove to be more difficult to step into for European/Western butlers, because of the cultural differences. I have seen many disappointed butlers return after a short time in these countries.” AB

“Overall I see the industry asking more from a butler candidate: to be a chef, a party planner, and do the shopping. Or to maintain all calendars, schedule and deal with all vendors, clean the house, do the laundry and pressing, and manage the staff at the other three homes they own, etc.” RC

Next issue: Part 6 Effective Ways of Attracting Future Employers

Let’s Talk about Mixology, Part 24

The Water Melon Fizz, Something For the Dog Days (hottest days) of Summer

by Amer Vargas

During the dog days of summer, I am tempted to depart from our normal alcoholic recipes and offer an easy-to-make beverage that will delight anyone during the hottest of days. All credit to whoever created this recipe originally—I found out about it from a Spanish television program called “El Comidista TV,” which translated, makes about as much sense in Spanish as in English: “The Eatist TV.” Directed by the famous and funny Basque food critic, Mikel Iturriaga, he presented the mix as a way of enjoying a refreshing soda without artificial additives or added sugars.

Water Melon Fizz

This is how it goes: peel and cut 500 gr. of watermelon, picking out and removing the seeds and place the flesh in a blender for a few seconds. Then add 250 gr. of de-stoned cherries and mix again at full power to ensure it becomes as smooth as possible.

Pour into a serving jug full of ice and top up with sparkling water for that added kick that a fizzy refreshment gives. Serve with two or three mint leaves to make it extra-refreshing.

There you go! Refreshing, healthy, and for all ages. Enjoy!

Mr. Vargas is the Institute’s President—feel free to contact him via email, AmerVargas @ modernbutlers.com

Consulting the Silver Expert

Cleaning and Polishing Silver, Part 3

by Jeffrey Herman

Jeff Herman

If you have a silver piece that is quite tarnished, use a commercial silver cleaner, some of which provide tarnish protection. Use the least-abrasive product possible. Polishes that are designed to be washed off are less abrasive because they use a liquid to suspend the polishing ingredients.

The least abrasive of the commercial cleaners are Blitz Silver Care Polish (preferred for its combination of tarnish protection and its ease of use: apply, rinse, buff and apply, let dry, buff); Earth Friendly Silver Polish (preferred for maintaining the object’s original finish & being extremely mild in terms of abrasiveness); 3M’s Tarni-Shield Silver Polish; or Twinkle Silver Polish. If you are thinking of using other polishes, please, please refer to Silver Polish Abrasion Ratings.

If a purplish stain remains after cleaning the silver (not silver plate) piece, do not mistake this stain for tarnish! Attempting to remove it will only damage the silver. This is so-called fire stain, which is oxidized copper and can be found on many pre-colonial-through-early-twentieth-century pieces from America.

It is not generally seen on pieces that have been produced by the large American silver companies after the early 1900s, but many one-person silversmith shops still use this technique. I will not discuss the technicalities of fire stain here, but the stain is usually obscured with fine silver either by silver plating the object or through a process called “depletion.” The fire stain 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. Consult with a restoration silversmith if this is an issue with any of your pieces.

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.”