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Institute Newsflash
Mr. Steven Ferry, Chairman of the International Institute of Modern Butlers recently announced a major effort by the IIMB to develop a series of standards by which Hotel Butler service can be rated. For more details, read his article entitled Not All Butlers are Created Equal on our web site. The article was also published in the September 18, 2005 issue of 4Hoteliers.com
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The Board of Directors of the International Institute of Modern Butlers is pleased to announce the appointment of Mr. Paul Hogan as Vice President for Resource Development. On his new post, Mr. Hogan will work to develop projects in the educational field that are aligned with and forward the Institute's Mission statement. He is already working to develop some brandnew concepts in this area and we are excited about the potential for future expansion this could bring to the profession. We wish him much success in his endeavours.
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Letters From Our Readers
Dear Mr. Ferry,
When it comes to Butler service and Personal Concierge service in a hotel or resort setting, what is the difference between the two? The reason why I am asking is, there is a resort here in Utah that caters to the very high end. The resort rents out exclusive homes in the area for those guests who want to come for a vacation. The cost of each home varies in price from $2,000 to $5,500 a night. The resort is putting together a Butler Service department to enhance and build their resort and clientele. I have been asked to join this resort as their Head Butler. However, the resort has not yet decided whether to offer Personal Butler service or Personal Concierge Service to their guests. I get the impression that the resort does not want to pay Butler salary, but would pay a Concierge salary. The Butler or Concierge would be doing the identical job, except the title of the job is different. Is there a difference in salary, etc., when it comes to this type of job?
I am trying to obtain as much information as I can before I go into negotiations with this resort's hiring team. I want to be prepared to know exactly what they are asking and what is expected, so I can come back with some valid and concrete numbers.
Can you shed any light on this matter that may help me? I so appreciate your time and assistance. I look forward to hearing from you.
Kind regards, Randy Dodge
Dear Mr. Dodge,
The problem I have with the concepts expressed below, is that "the Concierge staff would be doing exactly the same as the butler staff." Whoever is saying this has not the first idea of the duties of one, or both.
If the individual is providing information to guests about activities and resources in the area, and assisting them with reservations, then they are a concierge. They are front-of-the-house personnel.
If they are doing that, PLUS looking after the individual and their needs in the room, whether in relation to their clothing, their person, their ensuite dining, then they are a butler.
I am not totally sure of the wage for a concierge, which anyway varies from area to area. A butler might make $15-$18 an hour, the head butler a bit more. But most of the income comes from sizable tips for the butler. The concierge is rarely tipped.
I recommend you read Hotel Butlers, The Great Service Differentiators to better understand the duties and potential of the butler. It is available from the Institute's Bookstore on the web at www.modernbutlers.com.
Not to make less of concierges, who do a fine job, but it is considerably more limited than what a butler can bring to the table. There is a need and place for both positions in any high-end facility.
Sincerely,
Steven Ferry
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Certificates for Institute Members
To become a member of the International Institute of Modern Butlers, simply visit our website's new membership page to study and pledge your agreement to the Code of Ethics for Household and Hospitality Service Professionals.
As a service to members, the Institute 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 pages on our website, and follow the link to purchase a membership certificate. There is a small fee to cover costs and shipping.
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Interesting News Article Links
Five Best Hotels with Butlers:
http://travel.independent.co.uk/themes/hotels/article300893.ece
World's most expensive home! Thank you, John Robertson
http://news.bbc.co.uk/1/hi/england/southern_counties/4126886.stm#
Chris Allen sent this link and said "I love the last two paragraphs!" Thanks also to Aussie Butler Lloyd Hill, who sent us the same article in a different publication:
Sailing, surfing Aussies fill the growing demand for a thoroughly modern Jeeves
http://www.telegraph.co.uk/news/main.jhtml?xml=/news/2005/07/31/wbutler31.xml&sSheet=/news/2005/07/31/ixworld.html
Look who's rocking the cradle! Male nannies are proving a big hit with children and parents, but some prejudices linger on, says Viv Groskop. Full article at this URL:
http://observer.guardian.co.uk/review/story/0,6903,1557690,00.html
Thank you, Paul Hogan, for this link, which you sent to us with your own title, Mannies and Hairy Poppins. Ever the humorist!
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Butler Service in Hotels Gaining Recognition
by Steven Ferry
A travel guru wrote an article recently about his take on the best five hotels with butler service, one for each continental area.
The article was overall positive, showing that our profession is not faring too badly in the public eye. The butlers at the Ritz Carlton in Kuala Lumpur were cited for the morning tea and coffee they brought (presumably in the form of a wake-up service in bed) and their Cleopatra Bath drawn with milk and lavender oil, and slices of cucumber for jet-lagged eyes.
It is good to see the tradition of four o'clock tea being served in fine china at the Belle Mare Resort in Mauritius (even if it is not a part of the far flung Empire), and to know that the butlers do unpack, draw baths, serve breakfast by the private pool, go on errands, etc.
The Howard in Edinburgh, Scotland was mentioned for its organizing of evening entertainment and golfing breaks, as well as shoe shining, all under the watchful eye of a Head Butler who used to butle at Buckingham Palace.
At the Alvear Palace in Buenos Aires, Argentina, "overseeing the ironing of the entire contents of ones suitcase" (the use of the word "overseeing" makes one suspect the butler has worked out how others do the ironing) is a standard request, as is wardrobe advice and personal shopping.
The lamest, and most unfortunate nomination to this personal Hall of Fame was the St Regis Resort in Aspen, USA. Yes, a veritable "Ski Butler" exists who will smooth your way to the ski slope, offer advice on the best runs, warm boots and then revive you with a hot cider at the end of the day. I think there are other titles that better describe such a position; how unfortunate not only that such a position was equated with butling, but that this service should take pride of place in the United States when so many other worthy hotels offer real butler service.
The only other note that was slightly down, was the clause "If you find hotel butler service as commonplace as complimentary shower caps..." This put-us-down is perhaps warranted, given that some hotels and resorts, as with the St Regis in Aspen, are wont to rename the "Pool Attendant" a "Pool Butler" and so dilute what it means to be a butler, and to receive butler service.
The Institute has proposed a rating system, similar to AAA's and Mobile's ratings, to address this issue, so that the public does not begin to consider butler service on a par with shower caps. The system is currently under review by butler schools and teachers in the hospitality industry, and AAA at least (so far) is interested in collaborating.
Congratulations to those hotels (worthily) named, and to others that may not have been visited by the travel writer and so not given a shot at qualifying. Maybe you will be next.
NOTE: For those of you interested in reading the full article, it appears as "Five Hotels with Butlers" in the "Interesting News Article Links" section elsewhere in this newsletter.
Professor Steven Ferry is author of the best-selling industry texts, Butlers and Household Managers, 21st Century Professionals, and Hotel Butlers, The Great Service Differentiators. He is Chairman of the International Institute of Modern Butlers. He can be contacted at stevenferry@modernbutlers.com
Correcting Wrong Impressions!
From the Board of Directors, International Institute of Modern Butlers
We were concerned to see an article entitled "The Butler: Dare to Dream," reprinted in an industry newsletter recently.
It included statements such as, "we concluded that having a butler, which is a comical notion by itself..."
"...you can pick up a good butler for under $40,000 a year."
"The hours would be about 6 a.m. to 8 p.m. during weekdays and maybe the odd Saturday evening shift."
"The butler would be responsible for making your family breakfast, ironing clothes, driving the kids to school, driving at least one adult to work, returning to the house to make the beds, dust, clean the bathrooms, clean the kitchen, vacuum, etc. Then he would also have to do all of the yard work and wash the cars. Then it's time to make a nice dinner just before going to pick up the kids from school. In addition, extra tasks such as window washing, gutter cleaning, garage organizing, etc. would also be assigned to this person. The butler would also be assigned the task of driving the kids to whatever extra-curricular activities they may partake in or he may just come to pick up one of the adults from work. On those occasional Saturdays I mentioned, the butler would get some nice clothes ready for you and drive you around the city to whatever restaurant or bar you wanted and then drive you back home (or wherever else)."
Is this really the job description and income range we see for our profession?
As a profession, we need to dispel such nonsensical and degrading notions.
The reality check is that if one wants a life style as suggested above, then one would employ a butler, and a valet, a chef, two or more maids, a nanny (or two), a chauffeur, a gardener and a slew of service personnel on contract. The wage and benefits bill would be in the region of $500,000 per year. The $40,000 referred to maybe enough for the Christmas bonuses on a bad year! And the butler, well, that is the person who cracks the whip and makes sure it all works like clockwork. After all, a professional butler commands a package of $100, 000 to $150,000 per year or more.
Who is a Modern Butler?
by Werner Leutert
Today's modern 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 our last issue I expressed my thoughts that about what today's seasoned modern butler must consider regarding " Facility Management " in order to monitor and oversee the employer's property in a hands-on and thoughtful way. In this issue of MBJ we shall review the components of Business Management as it applies to the private home.
A home operates in many ways like a business. Aspects of this include financial management, human resource management, and the ability to communicate in a business like / professional manner in all areas that the Butler is involved with.
Profit and loss is not the main measurement that the owners are interested in the same way as they might be in their business world interests. Universally, however, employers want value for the money they spend. We can debate what value means for each employer, but in general they want what they want and like to know that their money is not wasted and is being managed well by the Butler and others charged with expenditures.
While programs like Quicken and MS Excel help the manager track expenses and submit proper information to the part of the organization that pays the bills be it the employer or the family office or accountant, the Butler manager still must make good spending decisions. Learning how to ask questions to insure good value from vendors is good. Getting various estimates and evaluating them carefully can result in savings.
Other spending decisions are not so easy. Salaries for example are a huge source of question. How much is someone worth? The wise Butler goes back to the value for money concept and recognizes and at times helps the employer understand that value in private service is consistent, high quality, thoughtful service given with a smiling positive attitude. Don't forget this important aspect of "our business"
Human resource management benefits greatly from well organized job descriptions, employee manuals, calendars of household activities, task sheets, house books, room books, maintenance manuals and other organized documentation that often is very specific to each household. The Butler manager is often the chief architect and keeper of this information. Computers are great, but more important is the hands on knowledge of these documents and what they are about and then having ability to provide leadership to other staff on these details.
Business communication skills involve not only written ability to create reports, write email and do research via computer, but also being able to speak well on the telephone and in person. It is important to always show mutual respect with all others one comes in contact with and express oneself with clarity of thought and importantly good manners.
If you have questions email me at wernerleutert@modernbutlers.com
Visit my web site www.homestaffingnetwork.com
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 an introductory fee of US $2,000 (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,
I am a Chef by profession ... but, I am needing a change. I am totally bored with my job and can't seem to break out of the segment I am serving. I would really like to work as a Private Chef ... I think Butler work would also be interesting, but would prefer working as a Private Chef for a good family.What should I do to make such a career change? I am a good Chef... I believe, an excellent Chef (who needs the opportunity to show it).
Your advice will be appreciated very much! Thank you, Chuck
Dear Chef Chuck,
Thank you for your inquiry. Moving from public chef work to private is not a simple switch. Please learn more about private service by reading excellent articles written on the subject by David Gonzalez, which can be found in the on-line library of the International Institute of Modern Butlers at this URL: http://www.modernbutlers.com/MBarticles.html
Next if you are still committed, put together a résumé that focuses on your skills and service orientation. Use concrete examples of your focus on excellence and interest in working for an individual or family.
Then try to get representation from agencies, watch the newspaper ads on line, visit www.domesticherald.com and be patient. You may also look to hire out for some one-night catering jobs to help get the in home experience.
Cadbury
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Einstein's Butler
When Albert Einstein was making the rounds of the speakers' circuit, he usually found himself eagerly longing to get back to his laboratory work. One night, as they were driving to yet another rubber-chicken dinner, Einstein mentioned to his Butler (a man who somewhat resembled Einstein in looks & manner) that he was tired of speechmaking.
"I have an idea, boss," his Butler said. "I've heard you give this speech so many times. I'll bet I could give it for you." Einstein laughed loudly and said, "Why not? Let's do it!" When they arrive at the dinner, Einstein donned the Butler's black jacket and striped pants and sat in the back of the room. The Butler gave a beautiful rendition of Einstein's speech and even answered a few questions expertly.
Then a supremely pompous professor asked an extremely esoteric question about anti-matter formation, digressing here and there to let everyone in the audience know that he was nobody's fool. Without missing a beat, the Butler fixed the professor with a steely stare and said, "Sir, the answer to that question is so simple that I will let my Butler, who is sitting in the back, answer it for me."
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