Message from the Chairman

by Steven Ferry

Robot butlers that are already in use in hotels to deliver toothpaste and cups of coffee, are being touted as «the future of room service» once their carrying capacity is increased. Hmmm…. The people who say this kind of thing are predictably people-challenged—they have difficulty relating to others and observing and appreciating their uniqueness, the life in them. So just because these robot gurus/wonks say something does not

a) make it true, nor

b) desirable outside of their own people-challenged point of view.

We would make a mistake considering them to be as we are, and falling in line with their goals. The goal of technology seems to be «no people,» if you examine the trends very carefully.

Personally, if I order room service, I appreciate having a real person deliver it—even if their service is poor or they are money motivated, or whatever worst-case scenario could exist. Why? Basically because life likes life!

In the US, the Institute has an office in a big city, and one high in the mountains where there are only 3,000 people in an area that is 17x the size of New York City (with its 8.55 million inhabitants).

When FedEx or UPS deliver something to us in the city, they drop it at the door, sometimes ring the doorbell in case you are in, and drive off (the new kid on the delivery block, Amazon, simply throws packages at the door as they drive past! And they are an abject lesson in what happens when robots and automation dominate an industry (shopping).

When FedEx or UPS deliver to us in the mountains, they stop, we chat for ten minutes, offer them a drink, the use of the conveniences, and look forward to their next visit.

When people become too great in number, they become invisible and lack value—same as any commodity that is too common or too scarce.

When people are scarce, they are valued. But you assign whatever value you want to anything. Look how valuable that Volleyball was to Tom Hanks in the movie Castaway—Wilson (the brand of the ball) was the only social company he had.

But you don’t have to live in the mountains, where people are scarce, to appreciate them, not if you make them the one and only person you are talking to, when you talk to them!

Message from the Chairman

by Steven Ferry

Before providing some humour for the month, I wanted to welcome Mr. Budi Prihardjanto back into the Institute, as the VP for Asian Operations. Mr. Prihardjanto trained and consulted with us until 2009, when he moved into hotel management, quickly being promoted to General Manager and then of larger properties, and then to Area Manager.

What brings him back to the world of butlers? Not a failure to make a go of it in hospitality management—his current employers are begging him to stay—no, it is the love of the butler world, where he first learned service, the love of training, and the opportunity to make a difference in a wider sphere in helping raise service standards in the industry.

Mr. Prihardjanto is known to, and loved by, many of our members and we look forward to working with him in the years ahead.

And while on the subject of welcoming back industry stalwarts, we would like to extend a welcome to Mr. Frank Mitchell, who after a series of successful and information-rich columns for the MBJ, joins us for another one, this one focused on another of his specialties: staff training.

And now, for a wee bit of humour, wherein someone finally applies some logic that Aristotle would be proud of, to the subject of diets. For Americans who watch what they eat, here’s the final word on nutrition and health. It’s a relief to know the truth, after all those conflicting medical studies and diet regimens:

1. Japanese eat very little fat and suffer fewer heart attacks than Americans;
2. Mexicans eat a lot of fat and suffer fewer heart attacks than Americans;
3. Africans drink very little red wine and suffer fewer heart attacks than Americans;
4. Italians drink excessive amounts of red wine and suffer fewer heart attacks than   Americans;
5. Germans drink a lot of beer and eat lots of sausages and fats and suffer fewer heart attacks than Americans.

Conclusion: Eat and drink whatever you like. Speaking American English is apparently what kills you.

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.