Final Book Review of Serving the Wealthy, Sections on the Role of the Butler and the Principal’s Wines
How Much Wine Do I Need to Order? And an “Easter Egg”…
by Gretchen dePillis
Since the original duties of the “cup bearing” butler included maintaining the wine cellar, it is logical to assume that the butler must also know how to serve the beverage!
For a quick at-a-glance reference, do keep Serving the Wealthy Appendix 10A in Volume 2 at your fingertips. It is found on page 295 of that book. It gives a list of alcoholic beverages needed to serve a party of about 100 adult guests. It also provides very useful estimates to help gauge quantity needed if the guests will be attending a “champagne reception” versus enjoying champagne at the dessert course.
One wants to avoid running out of wine, liquor and champagne, yet also must be judicious about not over-ordering wastefully. Your employer will feel comfortable with your level of wine expertise when you order just the right amount for the guests.
Remember too, you can send a note to Modern Butlers’ very own Mr. Amer Vargas, should you have more questions.
A final note…when reading the two volumes of Serving the Wealthy, you may come across an “Easter Egg.” “Easter Eggs” are typically used in software development when the programmer embeds a secret treat, which goes above and beyond your expectations.
In this case, here is one “Easter Egg:” Did you know that if you purchase Serving the Wealthy, you can email enquiries@modernbutlers.com for a complimentary PDF copy of Dead Meat, How to Deep Six the Darth Vaders in your Life without Breaking a Sweat, a book addressing difficult personalities and written by Professor Steven Ferry? (see Volume 1, page 123).
Enjoy this two-volume system of knowledge complete with at least one hidden “Easter Egg”—but can you find more?
Ms. dePillis is thanked for her series reviewing and extrapolating upon the oenological (study of wine) sections of the book
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
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.”
Teaching Right Mindset, People Skills, & Superior-service Expertise
Message from the Chairman
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
Christmas 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!
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.
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
by 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.”
Teaching Right Mindset, People Skills, & Superior-service Expertise
Message from the Chairman
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. LuciaParadisus 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
by 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.”
Teaching Right Mindset, People Skills, & Superior-service Expertise
Message from the Chairman
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
How 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.
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.
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.
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.
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
by 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.”
In this case, here is one “Easter Egg:” Did you know that if you purchase Serving the Wealthy, you can email enquiries@modernbutlers.com for a complimentary PDF copy of Dead Meat, How to Deep Six the Darth Vaders in your Life without Breaking a Sweat, a book addressing difficult personalities and written by Professor Steven Ferry? (see Volume 1, page 123).
Christmas Tree Napkin Fold
There you have it, the Christmas tree napkin.
Strawberry Daiquiri Cocktail and Mocktail
by Jeffrey Herman
