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Letters From Our Readers :
I have no problem with having my name listed on your website as a member of the Institute. It is about time that someone gets private service industry professionals together to network and assist each other. Well done! Kind regards, Jan Raath (Mr.)
Thank you very much for an insightful website. Indeed a butler needs to change (at the same time remain a dedicated service professional) with our modern times and the 'modernbutlers' website and people behind that, deserves a round of applause. Kindest regards, Andreas Mulder
Kudos on the new newsletter. Congratulations and I look forward to future issues. Alissa Allen
May I say that I am rather pleased that you are putting out this newsletter. As I'm sure I mentioned to you before, I have taken the refined skills of a butler and did not apply them to the home, but to a corporation. My level of service to my employer has been referred to as "acting with very high integrity." My boss and her boss are very pleased with my service from the quality of work to the ability to organize the various elements needed for a smooth corporate social function. Because of the demands of the job, I actually look forward to reading your newsletters because they give me tips on how to serve my employer even better with a corporate butler's touch. I wish you all the best in your new newsletter and am very thankful that you have kept me on your mailing list. Gretchen
Profile of a Modern Butler
"I have been a 'Modern Butler' for quite a number of years now. Having been employed in the hotel industry for a few years, I found myself invited to live and work with Her Majesty Queen Elizabeth the Queen Mother. It was here that my real training took place.
It was probably the last great 'Edwardian' house where the service was just as you would expect to find in a Royal house 100 years prior. So much of what I was trained in is now never used or has been forgotten. I am so fortunate in being the last of Her Majesty's Footman who is neither retired or dead.
I am at present working in Los Angeles for a wonderful family who took me in after Her Majesty's death. The 38,000 sq. ft. house I run sits in 12 acres of gardens and I have a daily household staff of 12.
I am Scottish, and probably the only Scotsman to have held such a position in the Royal Household since John Brown, when he was in service to Queen Victoria. I am still only at the tender age of 38. I was 24 when I went into Royal service. Therefore I suppose I can be termed a 'Modern Butler', but trained in the 'Old Style'. I still insist on wearing 'tails' in the evening and a 'morning suit' during the day. ... .
I think it so important to share one's knowledge. In my mind, being a butler is not something which you can be taught at school. It is an ongoing process of which I find myself still a student. The fundamental necessity of being a butler is to have the skills to pre-empt your employer's wishes and to fulfill them beyond your employer's expectations.
It is a complete art form and you can either do it or not.
It takes years to master, and I at times struggle as I'm sure a great many of us do.
This is why joining the International Institute of Modern Butlers is such a good idea. To share knowledge and to share ones experiences. ... "
Scott Corrie
NEW! - Certificates for Institute Members
To become a member of the International Institute of Modern Butlers, simply visit our website's membership page to study and pledge your agreement to the Code of Ethics for Household and Hospitality Service Professionals.
As a new service, the Institute now offers an official Certificate of Membership to those IIMB members who wish to display such a Certificate on their wall, or for inclusion in a resume/CV. Please visit the membership page on our website, and follow the link to purchase a membership certificate. There is a small fee to cover costs and shipping.
Interesting News Article Links
The Butler Did It, And A lot More Here is an interesting piece detailing the growing popularity of Butlers in Australia, including quotes from Pamela Spruce, Director of the Australian Butler Services. Chris Allen sent the link to us. Thanks!
http://www.heraldsun.news.com.au/common/story_page/0,5478,15202363%255E664,00.html
Hotel Perks Go Overboard, Even Underwater By Kitty Bean Yancey, USA TODAY Bath butlers and pooch pampering - so last year.
http://www.usatoday.com/travel/hotels/2004-10-28-hotel-perks_x.htm
A wee bit of humor
The mistress of an Irish manor house called her Butler and pointed out the dust still on top of the piano.
"Michael," she said, "I could write my name in this dust."
Michael responded "Isn't education a grand thing, ma'm."*
* As a point of note, this exchange actually happened and Michael (name changed) was asked to leave (a fact he probably predicted, because while one may think such responses and certainly hear them in movies such as Blackadder, one can only voice them if one has decided it is time to pack one's bags).
The Word was Butler
by Steven Ferry
The word "butler" has quite a few variations, and if some of these can be brought back into use, it may well help anchor the profession more firmly into society. "Butle," we know of as the verb, but so is the word "butler." For instance, "Every great house should be butlered (served by a butler)." Or "Would you like to butler today?" meaning "take charge of and serve liquor." A variant spelling is "buttle," meaning "to pour a drink" or "do a butler's work."
The fairer sex within our ranks has been known as a "butleress" for the last four centuries (and for the record, the spelling of our title used to be "buteler" or "butelere").
Like the word "stardom," "butlerdom" means "of the estate or class of profession of butler."
We even have a couple of adjectives for our profession: "Butlerian," as in the sentence, "He worked with strict attention to his butlerian duties."
And thanks to Aldous Huxley, we can consider using the word "butlerish" to mean "characteristic of a butler." He wrote in 1923, "He moved with a certain pomp, a butlerish gravity."
"Butler" can be used figuratively, meaning to bring something desirable in the same way that the butler brings the welcome wine. As in the 15th Century example of humor being someone's butler, meaning always serving them with fun.
Along the same line is the phrase, "butler's grace," meaning "a drink." Sample sentence: "Would you care for a butler's grace?"
The butler used to be the high-ranking official in charge of the importation and supply of wine to the royal table in England. No big surprise there, but how about "butlerage?" That was the duty every importer of twenty tons or more of wine into England, had to pay the King's butler. The duty amount? Two tons of wine!
And talking of perks on the job, the "butler's box" was a box in which card players put a portion of their winnings at Christmas time, to give to the butler. For those who don't know the custom because it is probably dying out even in England, Boxing Day is called so because on the day after Christmas, vendors such as the milkmen and "sanitation engineers" (dustmen) with regular deliveries or pick-ups for households, visit each house with a box, into which homeowners put gratuities for the servicemen's work over the prior year. So butlers, no doubt, worked out a way they could have their own box, and without having to traipse around the neighborhood to fill it up!
"Butlerage" actually had more than one meaning: it was once used to describe the office of the King's butler, and thereafter grew to mean the office of any butler. The physical office in which he sat was called the "butlery."
We refer loosely these days to the butler's office as the "butler's pantry," but it was originally, and still is in many houses, the room where the plate, glass, etc. were kept.
And so we conclude past uses of the word "butler." Maybe we can resurrect some, and certainly, language being a living beast, we can create new ones. The old ones have centered around the concept of wine and its serving. Maybe with the butler's duties being so much more these days, we can create new definitions and have them accepted into the common language. If so, it would be better coming from butlers doing good works, rather than infamous activities designed to grab the public spotlight (such as "Doing a butler," which might mean "telling all to the media about the boss for great profit").
So, does anyone have any suggested new uses of the word "butler?"
Contact the author at stevenferry @ modernbutlers.com
Modern Hospitality Service - The Mind Set
by Paul Hogan
Thirty to forty years ago, terms such as "Customer Service," "Quality Service" and "Customer Satisfaction" were not in common usage and seminars/ training courses on such topics would have been thought of as absurd. Those were the days when men tipped their hats to women, youths always stood for their seniors on public transport and manners and politeness were not considered character flaws. Sadly, times have changed, especially for those of us still young enough to remember the "good old days," and we are now in the era of "Me."
As with all things in life, the "Me Era" is in some ways a circular phenomenon, in that the more people think about "Me" the greater is the demand for "Me" to be afforded quality service and the respect that "Me" believes "Me" is entitled to. The difficulty comes about by attempting to convince "Me" that quality service and respect are two-way streets. Difficult and abusive customers get the service they deserve, but that is a subject for another day.
What I want to talk about is the art of providing quality service that ensures provider and customer satisfaction, as I said, it is a two-way street.
To be an effective service provider one has to realize that "giving service" as an insincerity is readily identified. How many times have you been told to "have a nice day" and felt that someone has just cussed at you?
Therefore, to be effective in providing quality service it is essential to have a good self image, that is, you like yourself and are comfortable being you. Then, you have to like people and share an empathy with all. The easiest way of doing this is to mentally place yourself in their position and ask yourself "how would you like to be treated if roles were reversed?"
Being friendly, in spite of the adversity you may be facing, and staying in control of the situation are also paramount in mastering the art of quality service.
Obviously effective service providers must also develop the skills of listening and asking questions. If one masters the listening, then knowing which questions to ask and when to ask them will become self evident. Remember, one can ask too many questions.
It is also desirable to become "pro-active" and not purely re-active. Most people are creatures of habit and after working for someone for 2-3 weeks and studying their behavior, it is pretty easy to predict what they want and when they want it. I am sure most remember the character Radar from the MASH series. His clairvoyant skills are developed simply by listening, observing and knowing when to ask appropriate questions. In school it was referred to as - paying attention!
Finally, know the limits of your authority and only accept tasks you are capable of fulfilling and do so in a timely manner. Develop a "can do" mentality and combine it with lateral thinking and reasoning skills, plus a bucket full of common sense thrown in for good measure.
As service providers, the vast majority of requests made of us are simple and all that is required to fulfill them is common sense and the right attitude and who knows, maybe good manners and politeness will once again become traits of a good character.
Contact Paul Hogan directly with your feedback and comments.
Who is a Modern Butler?
by Werner Leutert
Last issue I expressed my overall thoughts on knowledge that today's seasoned modern butler must have in order to be both "hands on" and/or able to intelligently direct others. In particular, the Butler must have or seek to quickly gain strong knowledge in three areas as they relate to private service: Lifestyle Management, Facility Management, and Business Management.
In this issue of MBJ we shall review the components of Lifestyle Management.
Every residence and employer will have certain preferred ideas on various issues relating to the quality of how they want to experience their home.
Protocols are the approved "how to" procedures to follow and will include, but not be limited to:
Communications: telephone policies, guests at the gate, family and friends
Communications with employer: who with, what, where, when and how this takes place
On site service vendors: their oversight and supervision
Noise and smells in the residence: preferences
Daily routines: insuring staff has the day plan, open/close routines, specific taskslike bring the car into position, posting updates for employer
Amenities such as floral duties, newspapers in place, background music
Security concerns: door look procedures, alarm sets, staff confidentiality
Etiquette and manners refer to the appropriate staff conduct in the home. These may include:
How persons are addressed-formal or informal as Mr. or Mrs.
Tone of the conversations of staff should be soft spoken with proper language use and limited to business in the family areas. "Please" and "thank you," "yes" not "yeah," and "hello" not "hey" are some examples
Avoidance of gossip and other negativity
Going the extra service mileoffering an unexpected service: "It's cold out, can I bring you a tea, Madam?"
Common sense issues refers to:
Ask first, assume nothing
Keep organized with to-do lists
Security and confidentiality are closely related. Understand your employer's sense of security, whether they be paranoid, lackadaisical, or sensible.
Concepts like "friendly & not familiar" and "invisibility" are classical Butler concepts.
Beyond the mind set needed for giving fine service as outlined above, there are the technical skills inherent in fine Butler service. These include fine service skills:
Hospitality, dining, entertaining, knowing the butler role
Fine furnishings, care of personal possessions
Crystal, china, silver, antiques, art, clothing
Basic culinary concepts including a knowledge of variety of common foods, rudiments of good nutrition, wine pairing
The art of Butling encompasses even more. Next issue we will take a look at concepts involved in facility management.
If you have questions email me at wernerleutert @ modernbutlers.com
Visit my web site www.homestaffingnetwork.com
Butler Industry Overview: Australia and New Zealand
by Pamela Spruce
Being Commonwealth countries, Australia has six Government Houses and New Zealand one. There are British High Commissions in each country and several Embassies, all of which have butlers and residential staff. Graduate butlers from the Australian Butler Training School hold positions in most of these establishments and we work particularly closely with Government House Canberra, home of the Australian Governor General. We are currently setting up a program for young hospitality school graduates, offering a scholarship to ABTS followed by an internship at Government House.
In the private sector, there are not as many grand houses and traditional butler roles as there are in Europe and the US, however there is considerable scope for butlers and house managers in the affluent corporate sector, where it is not unusual for a client to have several large properties and almost certainly a boat. Butlers are increasingly popular in this area, the greatest challenge being the matching of personalities of butler and client. In recent times we have had more jobs than butlers, requiring an increase in the number of courses for 2005. This puts some pressure on ABTS staff as we follow through the four weeks training with on-the-job back-up to ensure new butlers entering the field are supported during the settling in period, often up to six months.
In order to maintain and improve this back-up we have recently introduced a new initiative whereby we have several graduate butlers working for individual families but under the watchful eye of an experienced butler captain who is available for guidance and direction. Whilst this is a new scheme, we are confident it has merit and are currently trialing it with four graduates under one captain.
It is probably important to note that butlers and house managers in Australia and New Zealand in the area of corporate residential management are required to be somewhat less formal (although always professional) than their European and American counterparts. Their duties range from basic cleaning, chauffeuring and dog walking to organising and catering for large and small functions, managing all maintenance and casual and contract staff and budgeting and managing all household finances.
Our network of butlers is strong internationally and on the first Tuesday of each month we meet for drinks, networking, and exchange of ideas, at a private club in Sydney. On any such evening, there could be between 2 and 20 butlers dropping in for a drink and a chat. These butlers may be locals working in Sydney or visiting from interstate and overseas - all are welcome. The number of overseas students training at ABTS continues to increase, strengthening our global network.
At present we are working on a couple of exciting new projects both in and out of Australia which will generate a considerable number of butler positions in the residential sector over the next twelve months. The placement side of our business is strong and we happily accept graduates from other butler training schools.
Among the many facets of our business, ABTS trains Australian Defense Force personnel and Australian Butlers is a preferred supplier for American Express Centurion Card members. We are also involved in training resort butlers and stewards for private yachts.
This is an exciting and stimulating industry and we are enthusiastic about promoting and developing it.
Visit Ms. Spruce's website at www.ausbutler.com.au
Institute Training and Educational Programs
The International Institute of Modern Butlers draws upon the widest selection of trainers available in the field to train Hotel Butlers, and is the only source for training on the new Spa Butler program. If you are seriously considering butler service, improving or expanding upon existing butler service, or implementing the Spa Butler program in your hotel or resort, then contact the registrar or visit the Institute's website today.
If You Can't Make it to a School, Try Studying at Home
Continuing education for those already in service, who may be long on experience but short on formal butler training, is hard to do when one is too busy to take time off work. The same holds true for anyone wanting to move into the service industry.
That's when a correspondence course has value. The Institute has therefore created two correspondence courses and is providing each at a low introductory fee of US $2,100 (plus materials).
The course for those in the hospitality industry is based on the best-selling industry text, Hotel Butlers, The Great Service Differentiators. To see an outline, click here.
The course for those in private service is based on the best-selling industry text, Butlers and Household Managers, 21st Century Professionals. For an outline, click here.
Both courses include many other industry reference books and DVD's and numerous practical assignments.
For more information or to enroll, visit the Correspondence Course page of the Institute's website.
Cadbury - Advice from a Butler
Dear Cadbury,
My employer is not interested in my request to grow in my chosen profession of Household Management. She says that she is very happy with me and that there is no need for her to pay for attending a conference like the recent Restoring the Arts Conference in Atlanta. Of course, I could go on my own, but I would have to make up the time and it would be at my expense. Do you have any suggestions on how I could handle this next year with better results? LW
Dear LW,
Perhaps your employer is worried that you will get some fancy ideas or meet some recruiters at such a gathering. That may happen and hopefully your employer has a retention strategy in place!
Realistically, such gatherings are a stimulating thing for private service professionals. Often ours is a lonely occupation, working in homes with no or few persons to share common work and lifestyle experiences. The RTA Conference is a fine opportunity to meet like-minded people and learn some new things at the same time. At the April 2005 conference, there were a variety of presentions, including one on Time Management by the world famous Hyram Smith, English-style Butling presented by an English Butler, and "How to manage a staffed home from the employer's perspective" presented by a Lady from California.
As to how to handle this sticky wicket next year, study the conference program and pick out some sessions that you feel would be of benefit to you and your household. Prepare a written request for your employer, asking for paid time-off to attend, and possible financial assistance with the associated costs. Make your presentation appealing to the employer by reflecting how you feel the knowledge and attitude reinforcement will help you do a better job and improve your service heart.
Education and learning is a lifelong endeavor, and I recommend that we all seek out opportunities for professional growth. .......... Cadbury
Dear Cadbury,
I recall with gratitude our communication last year, when you encouraged me to steer clear of a household with frequent staff turnover and no concern about this by the employer. I believe the position has come and gone a couple of times since, to various unfortunates.
I find myself in a similar situation now, with a family being represented by a good agency, a Butler position for a Miami family that includes some chimpanzees. High salary is the draw (up to 100K), yet rather all-consuming too (7 a.m. until last dinner dish put away, 6 days/week, although some mid-day breaks). I recall industry rumblings somewhere over the past few months about a family that fits this profile (it's hard to forget a detail such as chimpanzees) in Florida, with (again, just unverified gossip) a high turnover Butler position.
I have heard of chimpanzees eating at the table, and then of course the real question becomes not so much in what order does the service take place, but should they be allowed to remain while port & cigars are passed? What are your thoughts on this? CAJ
Dear CAJ,
Not much to say here. The job is offered at a high pay for a reason. Sounds like your agency has been forthright with you. It does not sound like a professional opportunity. It is important for people in our industry to take a stand on an individual level and refuse positions that don't seem to involve mutual respect and professional conditions. Money isn't everything. .......... Cadbury
PRIVATE CHEFS, INC. presents
The International Luxury Services Convention
Highlighting Exclusive Goods & Services
for Private Estates, Yachts and Jets
You and a friend are invited to join us to taste the wares, network and get ideas.
DATE: Monday, May 23, 2005
TIME: 7 pm - 10 pm
VENUE: Santa Monica Civic Center, 1855 Main Street, Santa Monica, California (corner Main St. & Pico)
Spread the word! All Chefs, Personal Assistants, Butlers, House Managers, Private and Corporate Jet Personnel are welcome!
If you have any questions about the event, please contact Christian Paier directly at (310) 278 4707
Comment on Candidates in Private Service
by Leann Brambach
We often see very passionate candidates who have been successful in other industries and are now trying to break into the domestic industry. It's tricky.
This domestic service thing we do as professionals is done with grace we put in the effort yet they never see us sweat; we make almost everything seem natural, effortless.
Candidates are good candidates often because it just "feels" right to the prospective employer. It is difficult to explain what that "feeling" is to someone who does not have it. It's humility more than anything else. It is a soft approach that is clear and direct; it's dignity for oneself and the people you work with and serve.
Simply, some candidates may be missing the "art" of domestic service. There is no substitute for the idea of service held close to the heart and executed intelligently.
Leann Brambach is owner of www.homedetailsinc.com
The Essence of Superior Service
Newly released English and Spanish-language publication. The International Institute of Modern Butlers is dedicated to raising service standards in private estates and the hospitality industry by broadly explaining and promoting the mindset and communication skills of that time-honored and quintessential service provider, the British Butler, adapted to the needs of modern employers and guests.
Service is provided around the world by Spanish- and English-speaking staff, who work at all levels of professionalism and in a variety of locationsfrom private homes to hotels, resorts to spas. We are therefore pleased to be able to make available sections of the popular books, Hotel Butlers, The Great Differentiators and Butlers and Household Managers, 21st Century Professionals in booklet format, in both English and Spanish.
This publication present the reader with the central mental concepts involved in providing great service. It is an excellent tool to enhance the reader's concept of service as attitude and actions, and it is hoped that it will be used to raise service standards around the world.
Copies of this brand-new publication can be purchased at the Institute's website. Click here to visit the Bookstore now.
Never Quite Enough!
The Gentleman was 85-years old and his Butler had been with him for the past thirty. The employer was in very good health, largely due to the Butler's insistence on healthy foods and exercise for both of them over the last decade.
One day, their good health didn't help when their plane crashed, sending them both off to Heaven. They reached the pearly gates, and St. Peter escorted them inside. He took them to a beautiful mansion, furnished in gold and fine silks, with a fully stocked kitchen and a waterfall in the master bath. A maid could be seen hanging the gentleman's favorite clothes in the closet.
They both gasped in astonishment when St. Peter said, "Welcome to Heaven. This will be your home now." The old man asked Peter how much all this was going to cost.
"Why, nothing," Peter replied, "remember, this is your reward in Heaven."
The old man looked out the window and right there he saw a championship golf course, finer and more beautiful than any ever built on Earth. "What are the greens fees?" grumbled the old man.
"This is Heaven," St. Peter replied. "You can play for free, every day."
Next they went to the clubhouse and saw the lavish buffet lunch, with every cuisine imaginable laid out before them, from seafood to steaks to exotic deserts, free flowing beverages.
"Don't even ask," said St. Peter to the man. "This is Heaven, it is all free for you to enjoy."
The old man looked around and glanced nervously at his butler. "Well, where are the low fat and low cholesterol foods, and the decaffeinated tea?" he asked.
"That's the best part," St. Peter replied. "You can eat and drink as much as you like of whatever you like, and you will never get fat or sick. This IS Heaven!"
The old man pushed, "No gym to work out at?"
"Not unless you want to," was the answer.
"No testing my sugar or blood pressure or..."
"Never again. All you do here is enjoy yourself."
The old man glared at his Butler and said, "You and your bran muffins. I could have been here ten years ago!"
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