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

Post author By Steven Ferry
Post date September 30, 2017
2 Comments on The Modern Butlers’ Journal, October 2017, International Institute of Modern Butlers

The Modern Butlers’ Journal

October 2017

In its 13th year of publication

International Institute of Modern Butlers

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

Message from the Chairman

IIMB Chairman Steven Ferry

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

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

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

Letters to the Editor

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

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

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

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

Butlers in the Media

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

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

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

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

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

More on AI (Artifical Intelligence)

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

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

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

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

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

The Wisdom of Butlers Past, Part 5

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

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

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

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

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

The Butlers Speak

Finding & Managing Staff, Part 1 of 3

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Book Review of Serving the Wealthy

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

Dealing with Wine Sensitivity

by Gretchen dePillis

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

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

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

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

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

Creative Corner

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

Amer1x1inch

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

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

Consulting the Silver Expert

Cleaning and Polishing Silver, Part 5

Jeff Herman 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.”

Tags butler book, butlers in the news, Carving Fruits, hospitality butler training, mixology, Polishing Silver

Butler history Butler training Training

Passion and Excellent Service in the Mayan Riviera

Post author By Amer A. Vargas
Post date October 8, 2015
No Comments on Passion and Excellent Service in the Mayan Riviera

When you dream about beautiful suites, Mexican flora, a navigable lagoon next to the clear sand and quiet beaches of the Mayan Riviera, together with a passion to truly impress the guests, you are probably dreaming about Rosewood Mayakoba.

Over the month of September we experienced in this property the four seasons, from sunny and hot days on the beach, to warm and cloudy days for sweating in the gym and relaxING in the spa, to rainy days for enjoying a drink and a book at the bar, to chilly nights under the blanket of the stars decorated with a total lunar eclipse of a supermoon. Altogether, a place to remember always.

And we haven’t yet talked about the superb service every single staff member provides to his or her guests. Upon arrival, a little boat tour to introduce the outdoor facilities is followed by the welcoming butler who is ready to unpack your luggage. You are on holidays. No rush. Your butler encourages you to forget about everything and to start to relish every second whilst he or she takes care of everything. Fancy some action? These are the water activities I suggest you join. Looking for some tranquility and peace of mind? We have these great therapies in the spa or even in your suite. Want to visit an archaeological site nearby? My suggestion is that you fly there and have lunch at a local hacienda.

The butler is just pampering you, but wait until he provides the unexpected surprise… Once you are wowed, you will never forget.

Congratulations to all the Butler team at Rosewood Mayakoba!

Tags Butler, Butler service, Butler training, Butlers, Capacitación de mayordomo, hospitality butler training, Hospitality Industry, Mayordomo de Hotel

Newsletter

The Modern Butlers’ Journal, October 2015, International Institute of Modern Butlers

Post author By Steven Ferry
Post date October 1, 2015
1 Comment on The Modern Butlers’ Journal, October 2015, International Institute of Modern Butlers

The Modern Butlers’ Journal volume 11, issue 10

International Institute of Modern Butlers

Message from the Chairman

At the tail end of a two-month training program at several five-star resorts in the Maldives, I stumbled upon a living legend: a most loquacious and knowledgable general manager at the southern-most island of the Maldives chain, who happened to be the very first hotel butler. He shared many stories, as well as accomplishments, that show that determination and intelligence know no bounds. His name is Mr. Allwyn Drago, and he is from India. When Mr. Oberoi Senior decided to implement butler service in his hotel palaces around the country, he called upon quite a few individuals to be the first butlers; recognizing Mr. Drago as an exceptional gentleman, he made him his personal butler, too.

Mr. Allwyn Drago worked for many years as a butler while earning degrees, even from Cornell, and is currently GM at Shangri-la's successful resort in the Maldives — Mr. Allwyn Drago worked for many years as a butler while earning degrees, even from Cornell, and is currently GM at Shangri-la’s successful resort in the Maldives

Technically, hotel butlers have existed for the last 150 years in a handful of luxury hotels (since the first was founded in London—the Langham—in 1865): each hotel had a butler on staff to service royalty or nobility in order to provide the level of service to which they were accustomed in their own palaces.

It was Mr. Oberoi Senior who took the initiative in modern times to bring butler service to VIP guests. It is gratifying to see that the butlers originally performed quite a few of the services that one would expect of a butler who had been trained properly. The full range of services is greater today, for those trained by the Institute, but this is only to be expected as the profession found its feet and more people offered creative ways of servicing guests.

One point I was able to correct after many years of teaching the wrong information: I had thought the Oberoi chain had implemented butler service in 1982, but it was actually 1986. Which means that other hotels and chains were not far behind in catching on to the notion.

Not All Soaps are Created Equal

Mr. Kobi Gutman continues to work in his free time on creating custom-made soaps for his guests. He plans to produce a short technical manual for the use of butlers who would like to be able to turn this commodity into a “wow” factor with minimal outlay of effort and cost. Stay tuned for more information!

Butlers in the Media

“Butler robots” that are four times more productive than humans, handle cargo in a Hong Kong e-commerce fulfillment center. And a scientist writes about the complexities of creating a robot that can fold clothes, which gives some idea of how much robot butlers have to catch up with us mere hominids. The article opens with some interesting facts, too: “The idea of a robotic servant is a lot older than you probably realize. It doesn’t just go back to the 1960’s cartoon series The Jetsons, whose Rosie the Robot could prepare meals, clean the house, and solve unexpected troubles. As early as the 3rd century BC, the ancient Greek scientist, Philo of Byzantium, built an iconic human-like robot maid that could pour wine when a cup was placed in its hand.”

The news this last month was heavier on real butlers than on robot butlers, which is a pleasant change, although in the case of the remorseful paedophile butler who was busted, the less of that sort of exposure for our profession, the better. The same goes for Mr. Burrell’s continued antics, this time on Celebrity Big Brother: cashing in on his past glory by giving away private details of his former employers. Will he ever get it? Probably not.

One interesting angle on Downton Abbey is how Jim Carter, the actor who pays Carson, the butler in the television series, is asked continually by his fans to be their real-life butler—showing that there is still plenty of demand, or nostalgia at least, for the stiff butler of old. The views Mr. Carter is reported as expressing in the article show him to be suitably curmudgeonly, so it seems he has immersed himself deeply in his role, and like his fans, is not distinguishing 100% between reality and TV—unless, of course, he was picked for the role precisely because he has a butler mindset!

Danone yoghurt is offering ten winners of a promotional campaign the opportunity to be served by handsome “hunks” who will “undergoing intensive butler training.” My goodness, what a circus society is turning into—again.

Kudos to Mr. Andrew Lowrey of Precise Home Management, who had a good write-up in the Baltimore Style magazine on his life in, and of, service.

A good article on St Regis butlers—the scope of their services could be improved quite dramatically by doing many more, less high-key but useful and relevant services than the sabering of champagne bottles.

Another butler school, and another butler who talks too much about his previous employers; but overall, an interesting article and we wish the school well.

And lastly, a well-written article about hotel butlers: “I think about the strange butler-guest relationship that is increasingly being imposed by the hospitality industry. High-end hotels are going gangbusters with butlers, the ultimate luxury service accessory.” But then the writer launches off into the likes of pillow butlers and bath butlers.

What a tangled web we, butler trainers, have weaved in our rush to bring something butler-ish, anything butlerish, to the world of hospitality. And what confused ideas now exist in hotels and the public mind about the nature, scope, and worth of a butler. As mentioned in the message above from the Chairman, butlers originally were bona fide butlers in a few five-star hotels—the Bugatti’s and Royce’s of service staff and mirror images of their private-service counterparts. The mass production of butlers over the last three decades has resulted in stripped-down versions, the great oxymoron of “economy class butlers.” I understand why the old timers sneer so convincingly about the direction the profession has taken.

The author goes on, “Hotel butlers are moving away from strictly The Remains of the Day roles to increasingly niche duties. Here are some of the more unusual options,” and what ensues is another long list of off-the-wall “___ Butler” roles, most of which are new to us, too, such as Tie Butler, Doggie Butler, and Cocktail Butler.

As long our profession has a cachet based on superior service style and stays relevant to guest needs and expectations, we will always represent the pinnacle of service and be copied by multiple other services. However, unless we, as trainers, really push to have the qualities of the old style butler, and the fuller range of services that butlers can offer, trained properly; and as long as hotel butlers are given just a few days of training to provide the thinnest possible range of services, just enough to call them “butlers,” then we will not have created a clear niche in the mind of the employer and guest, as to what we are, and our profession will be diluted and redefined ultimately as some hokey gimmick.

We certainly do not want to have that happen on our watch, do we?

Let’s Talk about Mixology, Part 5

by Amer Vargas

The Red Eye

“Ever worked behind a bar?”

“My uncle is in the business.”

“Do you know how to make a ‘Red Eye,’ mister … what’s your name?”

“Brian Flanagan.”

Red eye, photographer unknown — *The Red Eye, photographer unknown*

Today, we pay tribute to one of the film characters who lived once, but never died. After leaving the army and moving back to New York City, the young Brian Flanagan, brilliantly played by Tom Cruise in the 1988 movie, Cocktail, began work as a bartender at nights while studying for a business degree. His initial mediocre work as a bartender turned into a passion under the mentorship of his boss, Doug Coughlin.

This film put the spotlight on the fun and charm of bartending and, more than that, the drinks that are produced when one works with devotion, passion, and a vision.

So, the Red Eye is one of Coughlin’s favorite drinks and which, as he states in the film and many can corroborate in real life, helps to dispel hangovers.

The Red Eye earned its name from the predominant color of the concoction, and the fact that a raw egg is added, looking like a floating eyeball.

The preparation of the cocktail is really simple: frost a highball glass and pour in 1 oz/2.5 cl of Vodka; 12 oz/35 cl of beer; 4 oz/12 cl of tomato juice; and a raw egg. Do not stir, or the egg may break, and it needs to be in one piece so the imbiber can down it in one go. Not recommended for the squeamish, just for the hung-over!

Enjoy your drink…and your movie!

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

Recent Training and Graduates

Graduation for some of the trainees from Anantara Veli, Dhigu, and Naladhu, in the Maldives. Each resort being on its own island but under one leadership (Minor Hotel Group), and catering respectively to families, honeymooners, and the very wealthy who prefer their privacy. The trainees did very well on their refresher course, as did some trainees fresh out of college and engaging in a corporate-sponsored program to introduce them to the hospitality industry. 50% of the program participants from the prior year stayed on at the resorts, having chosen to pursue their careers in hospitality.

Of Butlers and Roses, Part 18 of 25

by GJ dePillis

Medicinal Roses as Described in Ancient Texts

Roses used to be a staple in apothecaries (Chemists/Drug Stores). Red roses were mentioned in various medicinal texts because it was thought the stronger the fragrance, the more potent the rose oil, and thus healing properties of the roses.

What rose-related medicinal treatments were common?

Drinking rose water would stave off a queasy stomach or even prevent vomiting;
Rose hip tea, or rose honey, would ease coughing;
Topical applications would alleviate joint pains and rheumatism;
Rose-scented oils would revive swooning or fainting individuals (I do suspect most of these patients were corseted ladies struggling for oxygen);
Fevered patients would find relief;
Drinking rose tea, rose water, or rose wine would ease constipation or other digestive problems;
When mixed with mint leaves, heated and applied to the chest and stomach, it was thought restful sleep would be encouraged; an ease of breathing would ensue for those who were congested; and an easing of muscle aches and the soothing of an agitated patient would result;
Sore throats would be soothed when taking a spoonful of rose honey;
Rose oils mixed with lotions would treat skin sores;
Mixing rose oil with apple cider vinegar and spearmint leaves would reduce dandruff;
Spraying chilled rose-water would refresh a person on hot summer days;
Rose petals soaked in white wine for at least two days, then strained, and one goblet-full imbibed would a) diminish a headache, and b) ease the aches associated with wounded gums;
Taking the hairy seeds out of the rose hip, mixing them with sugar and hot water, and straining the liquid, would treat diarrhea when the concoction was drunk;
Drying rose-hip pulp and using the powder in the mouth of a colicky infant (experiencing pain from intestinal gas) would calm them.

So, next time you are planning to use the roses from the garden, don’t just think of them as decorative elements around the house!

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

The White Windermere Aushomer rose
photo by David Austin Roses

Consulting the Silver Expert

by Jeffrey Herman

Q: When was stainless first used in table knives?

A: Although American Elwood Haynes discovered stainless steel and patented it in 1919, it wasn’t until 1924 that a stainless steel table-knife blade was invented by an Englishman, Dr. William Herbert Hatfield. It was called 18/8 stainless steel (18% chromium, 8% nickel), an alloy which is still used today. Prior to this development, carbon steel was used, which was then replaced with plated-carbon steel.

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

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

Newsletter

The Modern Butlers’ Journal, August 2015, International Institute of Modern Butlers

Post author By Steven Ferry
Post date July 31, 2015
2 Comments on The Modern Butlers’ Journal, August 2015, International Institute of Modern Butlers

The Modern Butlers’ Journal volume 11, issue 8

International Institute of Modern Butlers

Message from the Chairman

Concierges have provided service in hotels and properties for centuries. There is a certain kinship between concierges and butlers, not surprisingly, as the word comes ultimately from Latin meaning “fellow slave,” or “serving with.” However, the French phrase “compte des cierges, meaning “Guardian of fixtures,” is a more representative concept—the “Keeper of the keys” in castles and government buildings—hence the two crossed keys of Les Clefs D’Or. Their original duties 800+ years ago in France included managing all the service being delivered in the castles, and so were very close to the duties eventually taken on by butlers. But while butlers rose to managing large households in England and elsewhere, the concierges’ duties narrowed down during the 18th Century, with the advent of international business- and pleasure-travel, to those currently executed in high-end hotels around the world.

Butlers, originating in England, predate concierges, who originated in France, by a century or more. So it is particularly nonsensical that, despite being at it longer, butlers have had zero success in coming together as a profession; whereas concierges have come together since 1929, and more fully, since 1952, to forward their profession as a single, professional body. Perhaps it is a matter of hubris on our part, whereas the concierges have adopted a more professional approach that serves them well in terms of setting and maintaining standards for their 4,000 members in over 50 countries.

I recently asked to see the articles of association of Les Clefs D’Or, and similar literature, and was warmed to note that Les Clefs D’Or has service codes much like ours, and even has a fund to assist colleagues who have fallen on hard times because of serious physical conditions, such as cancer.

The day a Silver Tray (let’s assume that could be the name of a similar International Butler Association) exists to set and raise standards for butlers, and it offers such a fund, we could say that we had finally come of age as a profession, rather than a collection of multiple “Only Ones”—as in “We are the only valid butler organization.”

United we stand, divided we fall.

Butlers in the Media

Butlers are now working on river cruises in Europe (four of Uniworld’s vessels), offering a stripped down version of butler service.

An interesting article about the lengths butlers go to in hotels to service their guests—although the author has taken it upon herself to pronounce that “butlering is a dying art.”

Another White House “butler” engages in a tell-all—when will the White House establish some standards in this area?

Some entrepreneurs have created a company called “Hello Alfred” (referring to Batman’s butler) that offers “butler service” for $25 a week—the duties basically being running errands and managing small projects for which the clients do not have time. As the company already employs 100 butlers (stay-at-home mums and artists) so far in New York and Boston, they are obviously much in demand by busy executives and no doubt appreciated by those looking to boost their income.

If the above is a bit of a stretch, then how about Sandcastle Butlers, the latest hijacking of our profession to boost image? The picture (from the Hertfordshire Mercury) says it all.

Hot on the heels of the Japanese cafe culture with butlers and maids, we now find Glasgow, Scotland offering the same: a cafe with maids and butlers. Used to be a time when one went to a cafe to enjoy a simple coffee and scintillating chat.

Not sure if we have covered the “Stock Butler” before—software that analyzes and rates a person’s stock portfolio.

And no MBJ would be complete without another little look at the rapidly encroaching world of robots as butlers. The first hotel in the world has opened with service almost exclusively carried out by robots—done to save money on wages and downtime, such as days off, and to create “the most efficient hotel in the world.” Um…. Let’s see: “Hospitality,” basic definition being “friendly.” “Friend” comes from an Indo-European root word meaning “love.” Met any friendly robots recently, ones who express their heartfelt love for you? (Perhaps that should read “programmed love”?). Somewhere, someone, or a lot of someones, are missing the point.

As the Wall Street Journal reported, machines do not have ethics and have no understanding of morals. When asked by a human what was immoral, one AI (Artificial Intelligence) robot said, “The fact that you have a child.” To be sure, in an AI-dominated world, the perpetuation of the human species is neither logical nor necessary.

And while “scientists” are busy trying to make robots human, and humans unnecessary, they are also busy making humans into robots: witness the University of California, Berkeley breakthrough (also reported in the Wall Street Journal) in creating neural dust that is so small, it can be implanted into the cerebral cortex (front of the brain) without the knowledge of the individual and run forever, collecting information and controlling people’s thoughts and emotions (and presumably, ultimately, their actions).

For a sobering look at the future of man versus robot, check out this video: Humans Need not Apply. Life, to some it seems, is just a matter of matter, and humans do not, ultimately matter, in the rush to…what? Efficiency? Again, someone, or a lot of someones, are missing the point of life, it would seem.

The truth is that people either have life in them, or they do not. One will find that those pursuing the “robots are ideal, humans are superfluous” motif are themselves, severely lacking in life/aliveness, and so, naturally, have an affinity for robots.

What can we do about it? Keep beating the drum for humanity, for caring and creative personalized service, for the life that is central to, and vital for, life. One wouldn’t think one would have to say this to humans—not to pull the rug out from under their own feet—not to keep hitting themselves in the face; but the obvious can be completely missed when one has a fixed idea and blinders on, like a carthorse, to keep it moving without questioning.

* NOTE: Parts of this article also appeared in an online blog this month: http://blog.kwegroup.com/service/unusual-hotel-services/ and in the August 4 edition of HN360, the daily e-newsletter of Hospitality Net.

Letters to the Editor

I was hired recently as a Household Manager for a family who owns a yacht. I spent last week on the yacht with the family and learned some simple but valuable aspects of shipboard service. My household management training did not include yacht service. Can you direct me to any books, on-line courses, etc. that can teach me the ins and outs of serving on a yacht? RD

Ed: Ms. Josephine Ive of Australia— josephine@magnumsbutlers.com—(www.yachtstewardess.biz) may well be able to assist. She trains in various parts of the world. A Ms. Alene Keenan of Florida may be pursuing her yacht training plans of two years ago. Might be worth an email to see if she is operational: services@yachtstewsolutions.com

A good example of being too focused on equipment to make use of it—the means becoming an end. The same could happen to a butler who, perhaps following the lead of the employers, becomes lost in the trappings of wealth rather than keeping the focus on ensuring employer, family, and guest happiness.