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The Modern Butlers’ Journal, September 2018, In Their Words

IIMB logoIn Their Words

How those trained by the Institute’s trainers feel about their experience

A summary of the feedback from the 27 professors at De la Salle University in Manila, who were trained on the art of butling, and how to train butlers for the hospitality industry:

The trainers were:

  • Most patient with novices like us;
  • Very flexible;
  • Spontaneous with each topic;
  • Very detailed;
  • Perfectionists, with high standards;

The training was:

  • Interactive;
  • Interesting;
  • Hands-on and practical;
  • Easy to comprehend;
  • Applicable in the modern world, a combination of the traditional & modern butler;
  • Very much packed with information that the trainers were eager to share;

The trainers have:

  • Vast knowledge and extensive experience in training butlers all over the world, giving depth to the lessons and richness in examples and anecdotes;

“The most applicable and valuable information I learned was the EQ skills, wherein I now fully understand people’s behavior and how to handle them with ease and effectively. I love the way the trainers shared their experiences and value people—they did great!” VP

“The trainers are experts in their field and the training was enrichening.” JR

“The trainers had vast experience which they shared in their stories, giving us information that is applicable not just in the hospitality industry but also in our personal lives. Thank you so much for the learning experience.” LV

“The training is so helpful and very timely, with beneficial data we can cascade to our students to provide better service and guest satisfaction. Keep it up!” JD

“What had the most effect on me was learning the emotions of the guests, which is very important for us in the hospitality industry. The trainers were very informative and accommodating.” PM

“Splendid, well done! I really enjoyed the training and learned a lot, especially about the different emotions and how to deal with them. The trainers did a fantastic job connecting their experience to the training—a great experience, thank you very much.” RV

“The training was very useful and the trainers were confident—I just wish it had lasted longer.” NL

“The trainers were very good in interacting with the audience, giving insights and creating paths that widened our points of view.” ET

“The trainers were well-dressed and skilled professionals.” MM

“The training was very informative and the trainers very engaging with the participants.” JG

We also have feedback from a recent training done by VP Amer Vargas at the soon-to-open Solaz Los Cabos, a Luxury Collection Resort. Just a few excerpts:

“The training was very interactive and the instructor was very professional at all times. Amer is, by far, the best in what he does.” GE

“I enjoyed the structure of the training, with very thorough content and a good mix of theory and interactive exercises. Amer kept the training mood positive at all times. PMcL

(and comparing with other butler trainings)

“There may be people with the knowledge, but a different matter is teaching and knowing how to present the information. The key differentiator is the passion for teaching and sharing the information that Amer Vargas provides.” OH

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.

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Butler training Frank Mitchell Newsletter Training

The Modern Butlers’ Journal, September 2018, Staff Training

Staff Training

by Frank Mitchell

Training Needs Analysis

TNA determines what to train and helps justify training, especially if there is an associated cost. It directs time, money and effort where it is needed most, avoiding non-productive training sessions that frustrate competent employees.

At its most basic, TNA is a comparison of observed behavior to desired behavior. A performance gap may be remedied by training a skill or imparting knowledge. Start by knowing what the expected behavior is. Research minimum safety standards and legal requirements. Discuss service standards with your employer. Set standards in writing, communicate them clearly and then train your staff properly.

A good place to start is anytime you see the word ‘new’. (New staff member, new machine or appliance, new menu, standard, service, etc.). In other words, TNA not only determines what to train, but also whom. When a new member of staff joins the team, it is not necessary to train everyone again. Similarly, only those likely to use a new appliance will require training on it.

Do not be overly concerned with methodologies and formats – just doing the exercise will get you thinking clearly about what training is needed and will result in measurable improvement. You will develop your own methods over time, in your quest for continuous improvement.

In next month’s newsletter, we will see how training is not the solution to all ills.

Frank Mitchell’s background is as a private-service butler who then became a head butler at a hotel, and then a butler trainer with the Institute. While he continues to train butlers for the Institute occasionally, his focus for the last decade has been on training hotel and resort staff. He has written several well-received columns for the MBJ over the years. 

 

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.

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Butler training Frank Mitchell Newsletter Training

The Modern Butlers’ Journal, August 2018, Staff Training

Staff Training

by Frank Mitchell

What Makes a Good Trainer?

In the hospitality sector, the trainer is all too often whoever is available in the moment. Sometimes, the trainer might be chosen for their length of service or high performance. This is irrational. Training is a separate skill. Obviously, you should be a subject-matter expert in whatever you want to train, but you should also learn the skills required to be a good trainer.

A good trainer is available, well prepared and has the time, patience and inclination to help develop others. At all times, model the care, attention to detail, behaviors and hygiene standards you expect from your students. The right attitude and behavior in a trainer encourages learning.

A good trainer is self-confident but humble, organized but flexible. They should command respect through competence while respecting others. Good communication skills, coupled with patience is critical. A sense of humor helps, especially when things go wrong. And they will. At all times, demonstrate enthusiasm for the profession in general and the standards you are training.

Be a good listener. Invite questions and be honest when you don’t know the answer. Allow time for trainees to practice and make mistakes. Give praise and reward good performance, always encouraging students to find better ways to serve. We can all learn from each other.

In next month’s newsletter, we look at the advantages of conducting a simple training needs analysis.

Frank Mitchell’s background is as a private-service butler who then became a head butler at a hotel, and then a butler trainer with the Institute. While he continues to train butlers for the Institute occasionally, his focus for the last decade has been on training hotel and resort staff. He has written several well-received columns for the MBJ over the years. 

 

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.

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Newsletter Training

The Modern Butlers’ Journal, August 2018, In Their Words

In Their Words

How those trained by the Institute’s trainers feel about their experience

“This training was fantastic—it changed my perception of the guests and even daily life, helping me to focus on situations and details. It was not a boring training session, but more like talking to each other and sharing experiences, which I loved. Budi is a kind and friendly person, a legend.” RK

‘This is the best training I have ever had—Budi, the trainer, is outstanding, teaching clearly so it is easy to understand.” ASK

“This is the best training I have had in my 16 years in the hotel industry. It was great fun and we all fell in love with the trainer.” AM

“Mr. Budi builds trust smoothly and easily between the students and himself, which helps us take in the materials easily, reinforced by his knowledge and experience.” AP

“I loved it, Mr. Budi is perfect, the best training I have had. I learned so many things, including the principles of how to learn effectively, and the true mindset of a butler.” S

“This training was both informative and beneficial, explained well and always coming to the point.” AR

“The best training I have had, the way Budi explained everything and gave examples, it makes it easy for me to learn.” MZH

“The interactive approach to the training meant I increased my knowledge and improved my skills in servicing guests.” RA

“I not only learned new ideas, but refreshed ideas I already had but was not applying.” RD

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.

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Butler training Frank Mitchell Newsletter Training

The Modern Butlers’ Journal, July 2018, Staff Training

Staff Training

by Frank Mitchell

Negligent Training

The American Hospitality and Lodging Education Institute defines “negligent training” as cases where hospitality guests, staff or 3rd party employees are harmed (physically, emotionally or psychologically) because of the behaviour of an inadequately trained employee. This includes instances where the employee was acting outside of the scope of their employment when the harm occurred.

I believe there is a parallel here for the private household manager to consider, whether this law applies or not. Any unfortunate occurrence will reflect negatively on you, on the estate, and on your principle. Staff should be trained to avoid all foreseeable harm. The importance of such training increases proportionately with the responsibilities of the staff member.

Ensure that staff are thoroughly trained in their tasks and responsibilities, especially when operating kitchen appliances, power tools, or motor vehicles. Document methodology, date, content, test and outcome of training as evidence of reasonable care in trying to minimise risk. It may not eliminate liability, but evidence of ongoing, thorough training reflects positively. Note that liability often only occurs when it can be shown that the harm occurred as a direct consequence of lack of training.

Outsource competency assessments to accredited training providers if possible. Give staff regular feedback on their performance and document discussions of concerns raised, including sexual harassment, discrimination, unsanitary food service, or irresponsible alcohol service.

In next month’s newsletter, we will look at the attributes of a good trainer.

Frank Mitchell’s background is as a private-service butler who then became a head butler at a hotel, and then a butler trainer with the Institute. While he continues to train butlers for the Institute occasionally, his focus for the last decade has been on training hotel and resort staff. He has written several well-received columns for the MBJ over the years. 

 

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.

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Newsletter Online butler training Training

The Modern Butlers’ Journal, July 2018, In Their Words

In Their Words

How those trained by the Institute’s trainers feel about their experience

One individual just graduated from the Institute’s On-line Private Service Course, consisting of about 400 hours of study and assignments, which took him about 10 months, or 10 hours a week, to complete. He had prior experience in high-end hospitality management, as well as household manager work. It took dedication and persistence, and this is what he had to say on completion: “This course has been of real benefit to me—quite challenging at times but a great way for me to stay in the game while I continue to look for my next position. The course has given me confidence and a trust in my knowledge and experience in the field, and I appreciate all the guidance throughout. The two books Serving the Wealthy Volumes I & II are indispensable texts for anyone in the profession.” DD

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.

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Butler training Frank Mitchell Newsletter Training

The Modern Butlers’ Journal, June 2018, Staff Training

Staff Training

by Frank Mitchell

Adult Learning and Motivation

Adults want to be able to apply learning to real-life situations. It should save time, make their job easier or improve service. Otherwise they are likely to simply revert to old habits.

‘Wanting to know’ and being ‘eager to learn’ is the best attitude, but experienced managers will accept that it is not always present. The threat of discipline is a poor substitute. Newly appointed household managers must also take great care not to be overbearing or condescending when training long-serving staff members, particularly if they are younger than their direct reports. ‘Because I say so’ is ineffective and weakens your credibility.

Instead, explain the importance and benefits of the training or ask your principle to talk to the staff before the training. A handwritten letter of appreciation for successful completion is a good motivator. Reward competence with a cash bonus or a paid afternoon off, if within your discretion to do so.

For senior staff, competence can be a condition for pay increments and promotions or be part of the annual performance review. This requires a structured approach with a formal training program and precise recordkeeping. Ensure that training is accessible to all staff members in order to avoid claims of discrimination.

In next month’s newsletter, we will look at the issue of negligent training.

 

Frank Mitchell’s background is as a private-service butler who then became a head butler at a hotel, and then a butler trainer with the Institute. While he continues to train butlers for the Institute occasionally, his focus for the last decade has been on training hotel and resort staff. He has written several columns for the MBJ over the years. 

 

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.

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Newsletter Training

The Modern Butlers’ Journal, In Their Words, June 2018

In Their Words

How those trained by the Institute’s trainers feel about their experience

The following are some comments from the butlers Mr. Vargas, the IIMB’s Vice-president and trainer for Spanish Speaking Markets, had the pleasure of coaching during his recent one-month stay in Cuba:

“What I liked the most was the opportunity to listen to the experiences of the butler and sharing mine with my colleagues, as well as learning new ways of working. I enjoyed every minute of the training. Many thanks for the time you dedicated to us.”

“I loved learning about the new trendas and techniques to surpass the expectations of the most demanding guests, as well as everything related to improving communication.”

“I really enjoyed the theory sessions, where I gained new knowledge on many subjects, like how to improve time management, how to handle complaints, and the abilities and attitude needed for better service to guests, as well as how to enhance efficiency and team work.”

“The teacher was very easy to understand, very direct and clear and very professional.”

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.

Categories
Newsletter Training

The Modern Butlers’ Journal, In Their Words, May 2018

In Their Words

How those trained by the Institute’s trainers feel about their experience

“Wide ranging and useful information, lots of examples given based on real experience; I appreciated the concepts and tools covered for dealing with different situations and on a daily basis, and the role playing gave a better understanding.” Front Office Manager

“Very important and very useful training conducted in an interesting way. I learned a lot on dealing with guests and also for life in general. Thank you for teaching us how a modern butler goes about his business.” Head Butler

“The trainer explains things in a very detailed way. One of the best trainings I have ever had in hospitality and I look forward to applying everything I have learned, not only in performing my duty, but in my personal life, as well.”

“The trainer is brilliant, delivering valuable knowledge that I just love—information that is useful not just for butlers but for anyone servicing guests. The theory and practical exceeded my expectations.” Mgr. LD&QA

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.

Categories
Butler training Frank Mitchell Newsletter Training

The Modern Butlers’ Journal, May 2018, Staff Training

Staff Training

by Frank Mitchell

The Argument for Training

Most household training strives to improve attention to detail, teach the correct technique, or increase the speed and quality of service. Savings are also achieved through reducing food waste, chemical usage, and damage to delicate linens, silverware, art and antiques. As the workforce becomes older, training can also help aging staff members use emergent technology entering the modern home.

The ‘Millennial’ generation expects training from their employer and it is a requirement to attract them to the workplace. The hospitality industry sees a four-fold increase in staff turnover when training was promised and not delivered. Millennials accept that training is expensive and will accept a lower salary to start, if they see opportunities for development into a more senior and better-remunerated role in future.

There are enormous costs associated with staff turnover. Since the strongest team members with the best prospects are the most likely to leave, it is easy to see how important employee retention is to team composition and morale. Reducing staff turnover will save money that can be spent on better recruiting practices and improved staff training.

Lastly, if we consider the potential risks of not conducting safety training mandated by legislation, we can make a strong case for training in the workplace.

In next month’s newsletter, we will look at some principles of adult learning.

Frank Mitchell’s background is as a private-service butler who then became a head butler at a hotel, and then a butler trainer with the Institute. While he continues to train butlers for the Institute occasionally, his focus for the last decade has been on training hotel and resort staff. He has written several columns for the MBJ over the years. 

 

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.