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Butler training

Turtle Bay, Mauritius and a Wondrous Botanical Gardens just up the Road

A long flight from San Francisco through New York to Dubai and finally, after 54 hours (courtesy of a 19-hour layover in Dubai airport), I arrive in Mauritius, a largish island on the southeastern side of the African continent. A drive clear across the island to The Grand Mauritian, a new Starwood property on the beach in Turtle Bay, is accompanied by the driver taking the tour-guide-element of his job description most seriously, down to the ethnic ownership of each strip mall we pass.

My suite overlooks the Southern Indian Ocean and a nature reserve, a stone throw from the excellent restaurants (the Executive Chef, Stephane Brallet, I had met at One & Only Ocean Club in Nassau, where I had enjoyed his creativity...a small universe is hospitality).

The training goes very well in a villa on the beach, with three single-hatted butlers and several others who would pitch in when the demand grew. Most were Mauritian, so I came to appreciate that their ready smile dissolves even the most ardent expression of dissatisfaction. Take the case of the housekeeper at turndown. I returned to my suite from dinner one evening to find the door open and the housekeeping executive inspecting my room. I asked if he would mind closing the door so the mossies (Australian for mosquitoes) would not enjoy their dinner at my expense overnight. He immediately acted but before he could close the door fully, the housekeeper came in, leaving the door open. I repeated my request to him, explaining why. He, however, just stood there, nodding and smiling. In case there might be a language issue, I repeated my request and explanation, and his smile widened, his nods deepened, and he still stood rooted to the spot. At this point, I repeated my request and explanation, not in anger or loudly, but with more intensity, in case he might be on drugs and not quite tracking with the real world. I am afraid his smile broadened even more, if such be possible, and his continued lack of motion resulted in my accelerating past him and closing the door myself. Curious, I asked him if he had understood my request, He nodded, big smile: “Yes, sir, you wanted me to close the door so the mosquitoes would not come in.” It takes a lot to flabbergast me but I was so surprised, that I shook my head and left it at that, instead of asking, as I wish later I had, why he had not then done as requested. But one thing is certain: his smile and space were so open and friendly that any enmity I might have felt never saw the light of day.

Check out the botanical garden if you want to see flora on a large scale

For most trainers, the real pleasure or return is in hearing of the wins of the students: “Thank you very much for your effort and the gift you are giving to us, by sharing your wisdom and experience. Your personal example and attitude are among the strongest tools to demonstrate the meaning of a butler concept, making the person comfortable, relaxed, pampered, and respected. Other than the knowledge every one of us received, you were able to put us together into a team, which usually is a hard won battle. I wish I could spend more time together, so we can learn. Would be great if we can do some refreshing sessions in future…I look forward to the future adventures in the butler’s field.” B.

“I really appreciate the dedicated assistance received in order to clarify the difficult words I could not understand in my past studies. The training was really effective, especially as we learned an operation, we drilled it, e.g. wake-up service, communication skills. It is good that the trainers gave us positive feedback about our performance and skills.” S

This student kept falling asleep even though he had slept enough at night and the classes were not that boring! We resolved it by asking him to list all the words he had encountered in his earlier hospitality studies, and when he had presented us with a long list, we cleared up each word, one at a time and with each one saw him become brighter, a cloud of cross-eyed confusion lifting from his face. After that, he did not fall asleep any more. Magic, but part of the study skills we give our students.

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Butler training

San Francisco, Training in a Cultural Epicenter

The start of a three-month training tour begins with a flight from Tampa to San Francisco and three days of training at the estate of a family that is blessed with three butlers and under-butlers and a household staff that is kept busy in grand style by employers who do not believe that their substantial wealth (how does owning the most expensive estate in the most expensive block in the country sound?) means anything other than the opportunity for flat-out production in their métiers and constant giving back to society with fabulous social events. Ah, this is life in the grand manner: masters on the walls really being Monets, Tintorettos, et al., with not a single item of furniture other than a unique antique. My bedroom was no exception, so crammed full that I spent a good hour examining everything from the bathroom wallpaper to the one-of-a-kind table ornaments.

As for the classroom, “Please don’t put anything on the table,” the butler cautioned me (it was a unique item from China from a time when China made things to last). Well, he didn’t have to explain about the need for caution concerning the oil paintings: I had seen them in art books at college.

"Um, please don't sit on the chairs...."

The only thing missing was mother, who helps out at museums and stately homes in England as a docent when she is not gallivanting around the world in a paroxysm* and drive to see the world in her far-from-waning years. She would think, in the words of Othello, “If it were now to die, ‘twould be most wonderful,” knowing her life had been fulfilled finally in the bosom of this incredible collection.

* A sudden and uncontrollable expression of emotion

The last evening, two hours before I had to leave for a late flight to New York, there was an hour-long telephoned radio interview while eating a fine dinner, prepared just for me, balanced on a tray perched on the edge of the desk so full of antiques. The radio interviewer seemed to lose her thread quarter of an hour into the live show…it turned out later her computer, with all the prepared questions, had crashed; being the consummate professional, she had winged it and nobody noticed except myself, wondering where on earth she was going with the questions.

Last report, the butlers and staff continue to do well, and I miss them; each one an individual, from the prickly curmudgeon who really cared; to the lady who just could not do enough to please and took such joy in the simplest of jobs done well; to the head butler who put so much into making his team pull it all together for the Family, day after packed day.

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Published Articles

To Market! To Market To Buy! Condo Hotels Overview

While condo hotels and variations thereof in the fractional ownership market are expanding in brand affiliation, geographical offerings and emerging residence alternatives such as private residence clubs and deeded destination clubs, the plethora of choices has necessitated ongoing educational seminars to offer advice to developers, financiers, prospective owners and managers and service providers to this niche industry. Information Management Network (“IMN”) offered its biannual symposium 2nd Annual Florida Symposium on Financing, Developing & Operating Condo Hotels at the Westin Diplomat Resort & Spa in Hollywood, Florida May 22-23.

The two-day conference attracted more than 650 attendees from the national and international sectors and featured practical working sessions for participants attending the moderated panels and presentations. The Hollywood conference featured 28 sessions including specialized programming for New/Prospective Owners, Small Property Owners, In-Depth Regional Market Roundtables; Unit Rental Management, Sales Compliance.

Workshop Leader for the Condo 101 Panel and Session Chair for the Amenities agenda, David J. Schwartz, managing principal, The Management Consortium, Inc. Hospitality Advisory Services based right there in Hollywood comments: “I grew up in the business,” Schwartz notes, “When I was 8, I handed out towels at the pool deck to people like Frank Sinatra and the Rat Pack. My family’s background was resort hotels. This is the kind of business you love or hate because it’s 24/7. My circle included many apartment and Condominium developers who never did hotels. It was only natural that I became an Advisor to them on Condo Hotel development.”

Schwartz discusses some basic differences between condo hotels and hotels: “With condo hotels, you’re dealing with guests and owners. Owners believe they can go any place, do whatever they want, and at no extra charge-They think they own it allŠThus the average hotel manager is not equipped to deal with this and often fail. In fact, in Florida you must have a CAM(Community Association Management license. Some will have separate buildings for the condo portion and the hotel.”

Regarding branding, Schwartz continues: “Some areas like South Beach, Florida are considered brands unto themselves. Most of South Beach hotels are not branded and have their own cachet People from certain walks of life identify with that. In this case, the area becomes the brand. Adding a hotel brand on top of that may or may not give the hotel saleability. Banks believe hotel brands lend saleability and thus be a good loan candidate.

Schwartz recalls: “Back in the late 90s when I was part of a real estate and hospitality group based in NYC, I would see the same people flying down to Florida every Fri night and flying back up Monday morning. If I am coming down to Florida a lot and spending $250 a night on a hotel, while pulling in $.5 million on Wall Street, I can buy a condo (which can be the very same room) and not only have a place to stay but also own something that appreciates in value… The people who buy these things are not stupid.. They know the management company will rent it out when you’re not there.”

On the subject of brands, Schwartz comments: “Brands have a large guest data base and sophisticated reservation systems. The brand is the flag- the identity of the project. Some won’t give you the right to their brand without hiring their company to manage the site. (You can also hire a third party to manage your property or do it yourself.) Flags cost a lot of money, and therein lie some of the problems: PIP (property improvement program)‹you have to be able to afford that flag. The paradox is: brands are going to cost you as a developer, and you have to determine if the brand will be profitable after you do your PIP to bring it up to brand standards. Most condo developers look to sell out a project and this is a way, they believe they can have an enhanced product and sell it faster. With hard contracts, the bank will give the funding. Speed is of the essence since you, as the developer, have your money tied up in stages. You want to work with OPMs (Other People’s Money). The objective is to get the development 40-50% sold out.”

On the subject of sales, Schwartz notes: “Most Condominium Developers only care about selling units…not about the running of the hotel condo. Hotels are most often apartments with hotel amenities.” Schwartz adds that in Miami Beach owners did indeed sell hotel rooms as opposed to apartments in the 40s, following a pattern that still is in vogue in Latin America and Europe. SEC regulations in the USA changed that. Schwartz notes: “The successful hotel brand will always yield a bigger market for renting hotel rooms…it is chic to say you have an apartment at The Ritz Carlton…”, Schwartz points out. “Along with that, you have a definitive high level of FF&E and services.”

When it comes to service, Schwartz is more guarded: “Five-star service: Everybody claims that’s what they are presenting but nobody knows what that service involves. At the upper levels of service, there is a greater proportion of staff to guest ratio, and only at that high level do brands substantially invest in training.”

Service is a part of branding, and Schwartz notes brands help drive sales. “Buyers don’t know from standards. They invest in a name, e.g., the Trump brand draws. The Trump organization does its own standards enforcement.” Schwartz explains, “That’s when the brand is actually important: to make money.”

There are different branding arrangements as well. Schwartz says: “In Florida and some other states, you can be a CHA (the highest designation of hotel training) but that doesn’t mean you can manage a condo hotel. One of the necessary requirements in Florida is CAM (Community Association Manager’s) license in Florida. Even if you were from The Pierre in NYC, it doesn’t mean you are licensed to run a condo hotel.” Schwartz notes requirements vary but that most training is through experience. “It’s a matter of licensing more companies and practicing good managememt,” Schwartz comments.

You can brand your own management; buy the brand and have a third party use their company management or use the brand’s management company. The brand’s property management company often puts investment rights of its brand and a percentage of ownership into the management contract. Schwartz believes management companies today should share some of the risk as well as the rewards.

Additionally, owners need to find something unique to sell. The typical condo hotel needs to have at least a kitchenette “even to make a cup of coffee in AM or nuke a corn muffin,” says Schwartz.

The condo hotel industry segment as we know it today is still experimental in many ways. “History is still being written in all these things…all the answers are not there yet but will unfold as more and more hotel properties come aboard.”

Session Chair for the Private Residences, David M. Disick, Esq., president of David M. Disick & Associates capital raising and business planning for development, explained the difference between condo hotels and private residence clubs (PRCs):

“The PRC is a higher, upscale form of fractional ownership and usually single site… I’ve spent time researching city clubs and the club industry in America at the high end resort development. PRCs offer the same real use of home ownership at a fraction of the price. Options are non equity; indirect equity.”

Disick points out: “Non-equity and indirect equity are generally multi-site clubs of single family homes, but there is no individual fractional fee simple real estate interest.”

Disick has created an alternative ownership structure with Elysian Deeded Destination Club. Owner-Members own a fractional fee, simple real estate interest in the vacation home of their choice with priority use rights in that home plus use rights throughout the network. Thus, Owner-Members can have all the advantages of individual real estate ownership such as mortgage financing leverage, ability to sell their interest on the open market through real estate brokers whenever and to whomever they wish and benefits of potential real estate appreciation without feeling tied down to only one vacation property.

Moreover, under Disick’s structure where acquisition of homes is phased according to membership sales, investors have secure hard asset values in the cost of the real estate.”

Disick says, “There are interesting synergies between Private Residence Clubs and Deeded Destination Clubs on the one hand and the hotel condo upscale products as they appear to investment motivation.” Disick notes with regard to the PRC and Deeded Destination Clubs: “While people want it to appreciate, it’s really a personal use product.” All options to residential alternatives are quickly becoming a mega segment which Disick believes “if you market them together, there will be economies of scale and management.”

Disick illustrates the phenomenon of a return to urban sites as competitive purchase options for suburbanites and/or business clients. “DC and NY…are a reflection of the current lifestyle buzz,” he says. “They’re good for business or suburbanites’ desire to eat drink and be merry on the weekends.”

As a Panel participant on the financing involved in the condo marketplace, Disick notes: “We need to demystify the business of raising money. Everyone asks, “How do you raise money?” I reply: “Hotels sell rooms, airlines sell travel; banks sell money. Rather than genuflect before the authority figure, the developer is responsible for generating the confidence of the capital sources in his commitment to the project and his business plan.”

Disick refers to his recent publication, “The Art and Science of Raising Capital for Developers” and recommends: “As an art, commit your passion for your deal. With the science, anticipate every possible thing that might go wrong. Show this to investor. Lay out the plan in detail.” Attendees’ interests centered around the exploration of financing options, development alternatives, security concerns and sales and marketing recommendations.

Disick illustrates that versus the 50% traditional costs of sales and marketing for the timeshare segment, the Deeded Destination Club varies between approximately 10% for a club of single-family residences or up to 15-20% for a multi-unit project.

Disick also illustrates the importance of the Relationship sales. Disick advises: When you learn the ins and outs of the client’s psyche, you discover what they are looking for…there’s a dynamic established that can be cultivated.” Disick has many strategies for creating a sense of urgency after establishing the client bond, and he advises those interested in this aspect of hospitality services to keep themselves apprised of opportunities by attending and conducting seminars such as the May Florida event.

Disick also believes the subject of service is the distinguishing characteristic that complements upscale properties. “Generate a feeling of belonging” for the owner. This can vary from airport pickup to specific family celebrations and commemorative Tiffany personalized gifts or monogrammed skis/golf bags, or choosing to devote a portion of profits to charity.

The segue to out of the box thinking was actually a programmed topic to conclude IMN’s two-day seminar, and Steven Ferry, Founder and Chairman of the International Institute of Modern Butlers was one of the panelists. Commenting on the panel, and previous presentations, Ferry notes that everyone is trying to articulate the concept of “home” for this niche of the hospitality industry. Ferry says, “It should be a slam dunk!” Of course, the butler concept is not a top-of-mind awareness in the USA, and seems to be somewhat alien to the pragmatic outlook of Americans. However, for those who regard this aspect of service conducive to the cultivation of the wow factor and the sizzle in service, the butler concept seems consistent with the fact that investors in this aspect of hospitality are investing, often, in second “homes” as well as in a security/investment.

For Ferry, marble baths and luxurious appointments are not the essence of the upscale sector; they’re expected. “Service is private,” and such amenities as spa, personal treatments and skills a butler brings occur within the personal space, “en suite”. “Butlers have what it takes for the wow factor,” quips Ferry. “They create the home within the hospitality environment. At the international level, butler service is a traditional part of cultures; it’s only in the USA it needs to be cultivated as a non-intrusive component to the upscale residential sector.”

As residential alternatives expand and investor expectations become more defined, the emergence of more sophisticated product and service offerings will guarantee a better quality of life as well as a more clearly defined differentiation of the client experience.

Maureen Herron

This article also appeared on hotelinteractive.com

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Published Articles

Putting the Sizzle into Condotels – A Brand New & Growing Venue For Butlers

The symposium on condo hotels in Hollywood, Florida on 22 and 23 May, 2006 was a good opportunity to take the pulse of the industry, make useful contacts, and also educate key players on the value butlers bring to high-end condo hotels. In attendance from our industry were the Executive Director of the International Institute of Modern Butlers, the Head Butler of The Cloister and the Front of the House Manager of The Lodge, both prestigious properties off the coast of Georgia, USA.

To recap, condohotels are basically condominiums in or connected to hotels that allow owners access to the resources of the hotel, including management of their condominiums.*

Condos in hotels are not all the same. Residential units in condotels are lived in by the owner; others limit the amount of time owners may live in their units, expecting them to allow their units to be rented out by the hotel. Owners like the idea, because they generally only want to use their condos occasionally, and the rental income (shared by owner and hotel) offsets or covers the cost of their unit: all of which adds up to these units being viewed as investments and second/vacation homes. The downside to these rental units is that owners may not furnish or decide on the décor of these units, although they are usually allowed to store on site and then use personal items such as portraits when they are in residence. Hoteliers like condotels because they make it easier to acquire financing for development, as well as providing a healthy income stream year round.

Almost half of the condotels on the market or under construction in the US are ocean front, the rest mainly in urban areas, casinos and theme parks. Other markets where condotels are expanding significantly are the Middle East, China, and South America. One developer alone in Brazil has fifty condotels. While condotels began to appear in Europe and London in the Seventies, the first on record appears to have been in Miami Beach during the 1940s.

So what does this all have to do with butlers? Rather a lot, actually. Owners pay anything from about $300,000 to $25 million for these properties. But no calculator can create or measure their true value because what the owners value is the lifestyle their condotel offers them. Hoteliers have to deliver experience, not just four walls. As with any effective marketing, it is the sizzle that sells, not the steak. The sizzle in condotels is not really the marble baths with gold-plated fixtures, as these kind of amenities are almost the baseline of expectation. The sizzle includes the spa, restaurants, gym on or off site, the theaters, etc. But even these are also part of the basic expectation, otherwise the owners would not have been looking in that particular area for a condotel.

No, what guests and owners want more than anything else (as mentioned by a few speakers at the symposium) is to be pampered. They want to be wowed inside and outside their suites. Speakers mentioned maid and even concierge service as examples of pampering. Only one person mentioned the “B” word. That is because perhaps the majority of condotels are not in the five-star range that would require butler service. As another speaker pointed out, concierge service speaks of a 4-4.5-star service. And because we have yet as a profession to make inroads into the condotel market, most people, even in five-star environments, have not made the connection between pampering and butlers. To be sure, concierges pamper and offer marvelous service, but they are limited to front-of-the-house activities. They rarely do anything in guest or owner units short of delivering items or perhaps taking care of emergencies for absentee owners.

I think we have to recognize that as butlers, we are Johnny-come-latelies in the hospitality environment. We have to keep talking up the sizzle for high-end hotel and condotel owners, developers, and managers, or they will continue to think in terms of the more limited concierge and maid services.

Well, the good news is that we spread the sizzle a bit through one-on-one chats with developers, owners, and managers, as well as during the final panel presentation. We now have interest from quite a few large and boutique projects in the US, Caribbean, and China.

We would like to help you do the same. If you see possibilities for introducing butler service into a luxury condotel (or even hotel) being built or completed in your area, please contact us so we can assist you in presenting the concept to the owners, developers, or managers.

There is no doubt in my mind that condotels represent a huge market (halfway between private residence butling and hotel butling and combining the benefits of both) that only needs a few butlers boldly going where no butler has gone before to blossom into a whole new field of employment for our ranks!

* As a note, condos in America are owned residences sharing the same building and management, with common areas and gardens cared for by the management company. In England, these are known as “flats” or “apartments,” but in the US, those terms are used only in connection with rental units.

This article also appeared in the 16 June 2006 issue of 4Hoteliers.com

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Butler training

Internships – the Missing Link

I understand some butlers and household managers graduating private service schools have difficulty finding positions. I do not believe the economy is on a downswing and that nobody is hiring (more of this in next months column). Even if this were true, it does not give those looking for positions anything they can do. Are they suddenly meant to revert the economy so they can be hired? This makes no more sense than the suggested alternative: to roll over and die; and is about as pleasant as sending resumes into a void.

While there are certainly individual issues that may explain some difficulties in being hired, one that seems pertinent to most is a lack of experience in private service. Prospective employers are reluctant to train on the job, or fearful they may find half way into the first year that their new butler doesn’t really think he or she is cut out for this line of work.

How can one overcome this chicken-and-egg Catch- 22?

My suggestion is that all private service schools offer a follow-up apprenticeship. Graduates would receive room and board, a stipend, and most importantly of all, the necessary experience and resume/CV building that will impress future potential employers. In exchange for taking a graduate under his wing, the butler or household manager will have assistance in servicing his or her employer at minimal cost to the employer, and the employer will have extra hands on deck for minimal outlay. The schools could charge a small fee for this, but mainly offer it as a value-added for their graduates, while taking full responsibility for the profession and their own reputation. The Australian Butler Training School offers apprenticeships or internships, for instance. I would like to see this applied to all deserving graduates in all schools.

The real challenge is to create a network of butlers, household managers and employers willing to participate, but it seems like a win-win for all. Maybe if prospective students and alumni asked for this service, it would come to be!

I suggest that those of you who are currently employed in private service, and who could take a graduate under their wings, contact the school they are affiliated with and work out something to their mutual advantage.

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Butler training Published Articles

Ask Not What The Butler Did But What He Could Do For You

The Hotel Butler – Recognizing the Value Butlers Bring to the Bottom Line!

We all know the cliche, but what was it the butler did? Sometimes in movies or board games, he was the one the police wanted to question further. In the hotel environment, the butler can be a failed experiment or a service facility that keeps high-rack occupancy rates at 100%.

Where he fails, it is because he is cast in (frankly) degrading-to-the-profession roles such as “bath butler,” “fireplace butler, “technology butler,” “baby butler” (who provides rocking chairs and watches children), “dog butler,” “ski butler,” and “beach butler.” The idea being that anything that offers superior service in some small area is called “a butler” in an effort to siphon some of the prestige of the profession.

At least when the term valet was extended to “dumb valet,” that furniture item upon which one lays out clothing for the following day, there was no pretence that this was the real item. Fortunately for the profession, the public were not fooled or taken in by these “dumb butlers” and the practice has faded relatively rapidly before it could sour the public mind on the concept of butlers. And fortunately so for the butlers working in top hotels around the world, who do justice to the profession, and the hotel managements who have recognized the value butlers bring to the bottom line and the repute of their establishments.

In an industry that is completely premised on the idea of service, and in which service is a key differentiator, it’s a no-brainer to institute butler service. Butlers have always represented the pinnacle in service quality. After the initial required training, the running of a butler service is not much more expensive to provide than regular service, yet it allows rack rates to be raised and creates a loyal following of repeat visitors, as well as enhancing word of mouth and thus new business that make the investment very sound.

Once management has decided to institute butler service, the next question is: how to bring it about.

The first step is to bring on board the most service-minded of your employees to undergo training. The second: Bring in one of the handful of butler trainers who can train hotel butlers (as distinct from butlers in private residence, as the hotel environment is very different and requires fewer and different skills than the traditional butler).

In putting together a training program, it is important to know the four main elements that hotel butler trainees and hotel butler programs need in order to succeed.

First of all, there are the mechanical actions, the skills that butlers need, such as how to clean shoes, how to greet guests, tour them around their suite, how to arrange events for their stay, etc.

Then there is knowing and adopting the psyche or mindset of the butler. It is a truism that in order to do something effectively and with conviction, one has to be able to be the role that one is playing fully. Unless a butler has this as a starting point, he or she will never be able to carry off the role convincingly or handle guests and even fellow staff with the aplomb that makes butlers such quintessential service professionals.

This is why the training has to include the history, rationale, characteristics and communication skills of the traditional butler, and enough drilling-in of these elements so that when the novice butler is faced with a tricky or embarrassing situation, he or she is not left tongue-tied, upsetting guests, or proving that he is not the smooth, low-key character that guests expect in their butlers.

Thirdly, having covered the theory and done copious drills on applying the skills in a classroom environment, the trainer needs to move out with the butlers and expose them gradiently to guests in the actual areas they will be providing butler service. By gradient is meant the trainees using each other and then senior staff as guest guinea pigs, and then servicing known-to-be-easy guests, and then VIPs and known-to-be-difficult guests. The trainer should correct them on an internship or apprenticeship basis until the trainees can confidently do their duties.

Finally, for training to be practical and workable, it needs to tie the general actions of butling into the specific hotel environment in which they are being instituted. This means the trainer has to work with hotel management and butler trainees to adapt existing SOPs (standard operating procedures) and propose new ones that align with existing SOPs. These SOPs would be developed during the training and then drilled and corrected and used during the apprenticeship period and then fine-tuned. The result would be a butler manual that would be referred to regularly, and used to train new staff to be butlers‹as the program will probably expand and there will always be some attrition.

The end result of the whole program as outlined above is generally employees with high morale who competently carry out their duties, wowing guests and resulting, as stated before, in 100% occupancy, a very high rate of return visits, and the opportunity to increase rack rates while enjoying stellar word of mouth.

Perhaps it would be better to ask then, not what the butler did, but what he (or she) could do for you.

The above article was published in the May/June 2005 of Spa Magazine, as well as in Hotel On Line, 4Hoteliers.com, Airline News Resource and in Polish in the publication ehotelarz.com.

Categories
Butler training

Behind the Scenes in Paradise

Not so many years ago, I trained butlers at a private villa in Anguilla. Where? It’s the island in the corner of the upside down “L” of the West Indies, and not to be confused with the more popular destination, Antigua, which lies further south on the “L.” When not training, I had plenty of time to write one of those irreverent travel pieces that are probably amusing to all but the locals and best left unsaid from their perspective. Here are my observations of life behind the scenes in Paradise.


Paradise, romance and other invitations to chill out from the rush of modern life are images ad agencies are paid multiple millions to seduce into our minds at the mere mention of “the Caribbean.” These images do not disappoint, it seems, judging by the hundreds of thousands, including the rich and famous, who keep coming back for more when myriad other destinations beckon. Pristine beaches, turquoise and azure waters, rum aplenty and the relaxed pace of life all conspire to make them ambassadors of the Caribbean.

But what lies beyond the hotel walls, the sunscreen-soaked beaches, the well-inspected reefs, and perhaps the occasional nightclub or cigar shop in town? What is life like on the islands for those who live there? We can only imagine as we walk or drive by the sometimes neat, sometimes ramshackled houses, nodding or smiling at their owners relaxing on the inevitable veranda.

A three-week stint teaching Anguillans to provide the same level of service as British butlers, did not result in the usual stay at a five-star hotel with several haut-cuisine restaurants to choose from. Instead, a nearby three-bedroom, two-and-a-half bathroom duplex was provided with a view of the lagoons, sea and mountains of St. Martin to the south. With temperatures in the 80’s and even nudging into the nineties on occasion, air conditioning would have been greatly appreciated. But white-painted block walls and open windows kept the sun at bay and the ocean breeze flowing through-except on the occasionally wind-still day. Then you just sweated it out, making the return of the breeze all the sweeter. An old jeep rounded out the package so I would be free to drive around the island on its bumpy, unmarked and narrow roads, and access a grocery store. It was off-season, and apparently the many fabulous restaurants on the island opened two days after I was scheduled to leave. Only a miserable old codger would complain about such an arrangement, and I was not yet in that category.

Living in Paradise

No Dirty Old Man

The first point to know about island life in Anguilla is that life really is laid back. People move slowly and they generally drive slowly. The roads do not encourage speeding, and anyway, if you do drive fast, the inescapable fact is that you would reach the other end of the typical Caribbean island in twenty minutes instead of thirty. Then what? Turn around and race back the other way? “When the world is only so big, you have time to take your time,” is the message small islands leave the scurrying denizens of larger land masses. When islanders drive or walk past each other, there’s always a nod (upwards, not downwards) a honk of the horn, or a raising of the hand in greeting.

Consider also the two skinny fillies who hitched a ride from a “dirty old man.” Of course I stopped-I used to hitch all over England and Europe in the Seventies. How refreshing to find trust alive and well in one small corner of this planet. In the United States, we seem to have entered such a level of fear in our interactions that a strange man just saying hello to a young girl makes him a dirty old man. If he were to offer her a ride, he would likely as not have his license number telephoned through to the police. Talking of which, in three weeks on Anguilla, I saw not a single policeman or police vehicle. The locals laughed at me for locking my car door when I left a laptop and camera inside to go shopping. They do not have any crime on this island, you catch (meaning “do you understand?”)? What’s the difference between 20th Century Anguilla and 21st Century USA? Could it be, as one local explained, everyone knows everyone else on the island and they talk, talk, talk to each other?

Whatever the reason for a crime-free society, those young girls bounced around in the back of the old jeep, and almost flew out of it when I hit a speed bump at an adventurous 35 mph. It had been installed across an open stretch of road without warning, marking or much reason, given that the road surface made speeds over thirty unrealistic. As soon as we all landed back in our seats, we laughed and laughed and laughed. The moment contrasted so mightily with the last time I had stopped to pick up a hitchhiker: a young lady in an unsavory neighborhood in Florida. After she had settled into the seat beside me, I enquired where she wanted to be dropped off; to which she replied with a question concerning a certain illegal but time-honored service she could provide me. Replying that I did not think so, as I was happily married, I enquired again as to her destination. A silence followed as I digested her question-not one I had even been asked before-and began to hope that she would not need to be driven too far. She surprised me again by asking to be dropped off at the next corner-a total of half a mile after she had climbed on board. I obliged, finally coming up to speed on her real purpose in asking for a lift. As the door slammed behind her, I suddenly wondered what a policeman might have said when I protested my innocence, “But I was just giving her a lift!” How refreshingly uncomplicated Anguilla is.

The Irish Connection

The second point of interest is that in Anguilla, every fourth person is called Richardson, pronounced “Risheson,” son of Rish evidently. The big question is not so much how come six out of twenty-two people in a random group were called Richeson, but that not one considered himself or herself related to any of the others. Which brings to mind a strange familial structure in the islands. Few men and women marry. Instead, the women are looked upon as “breeders,” and once they have bred, the man has to cough up a hefty amount of the green stuff in child support each month. This arrangement seems to satisfy all parties, for I heard no complaints from the several men who had children but no wives and the women who had children and no husbands. Different folks for different strokes, to be sure.

As for the patois, it takes some brow-furrowing moments to fathom, but one element is unmistakable: it sounds as Irish as any conversation in Galloway or Glengarry-complete with “t” for “th”, as in “Wotdya tink o’tat, Paddy O’Richeson?” and “ar” in place of “or”, as in “Pass t’em farks.” The story goes that a boat carrying Irish emigrants on their way to the Americas a couple of centuries back, wrecked off what was thereafter named Irish Harbor. No doubt one or more of the survivors was called Richeson. As for the Richeson-relations-riddle, it turned out to have a simple explanation: the African slaves who worked the cane fields used to take their name from their master.

C’Mon, Wake Up!

The third point of note about Anguillans is their view of time, covered already in part. My first introduction came in the form of a cockerel strutting his stuff between five and six-thirty every morning, touring all the houses in the neighborhood on a messianic mission to raise the slothful and indigent who might have other ideas about how to engage themselves during the balance of the morning. Thankfully, his self-appointed schedule was more forgiving on the weekends, occurring variously between 7.00 and 7.30 a.m. After a couple of weeks, I noticed that the cockerel had a keen sense of efficiency, in that he only provided his service to houses in which someone was actually sleeping peacefully. He would skip those houses without occupants.

Occasionally, just as I would be nodding off again, the cockerel’s call notwithstanding, a madman would roar up and down the road in a backhoe at full throttle at 6.20 a.m., and while this cacophony could not be counted upon to occur each day, I could rely on a 6.35 a.m. “neeeeee,” “neeeee,” in my ear eliciting the required “slap,” “slap,” “Ow, damn,” and finally, “Oh the hell with it,” together with the adrenaline rush necessary to render any further attempt at sleep impractical (I had made the first order of business on discovering and doing battle with no less than two swirling clouds of mosquitoes in the house on my arrival, the repair of the ill-fitting or broken mosquito screens, but obviously the mosquitoes still found some way in). On the days the back hoe operator was sleeping in, a hearing-challenged gentleman next door entertained the neighborhood with his car stereo system, making sure to close his car door more than firmly before driving off with a clash of gears and spinning tires.

Fortunately, lest the morning symphony settle into a routine, another neighbor was in the habit of returning at 2 a.m. from time to time, radio and revs at their maximum, followed by an evidently well-rehearsed performance complete with streams of profanities directed at the unlocked front door that would not open, for some reason, and all the people he saw around him in the shrubbery. Then there was the morning, just when a mosquito had come to an abrupt end, that the telephone rang, resulting in a precipitous dash down the stairs. Phone to the ear by fourth ring and a bright, “Good morning” was met by a dial tone. Oh well, time to drape the body across the hammock on the balcony and welcome the rising sun to another day over Anguilla.

Hammocks invite idle musings. Hatching stratagems for dealing with cockerels with fanciful notions of their vocal skills, for instance. Finding a solution to short nights that does not involve missing the Rugby World Championships being broadcast at midnight from Australia-this particular concern being resolved by the hammock itself as I drift gently away, breeze and smile on face.

By way of postscript regarding the rooster, I decided finally on the inappropriateness of a pea-brained chicken running my life and gave him what I felt was a suitable acknowledgement for his communications: a fusillade of stones designed to annoy, not harm. He expressed some choice alarums and opinions, and while I did not understand them fully, I imaged their intent to be: “Just wait till tomorrow, bud!” In a way, I was correct, but the wake-up call did not come from the cockerel, who actually desisted for the remaining days of my stay. No, the next morning, it was the whirring and banging and “peep, peep, peep” of the garbage truck collecting at 3.20 a.m. outside my window. The following morning, the task of waking me up fell to a builder who came to the residence under construction next door at 6 a.m., banged his hammer a total of eight times, and then left. There really is something I have not fathomed about the Anguillan mind, but of one thing I am sure: it does not require rest.

The Daily Commute

The only downside about hammocks is you have to rise from them eventually and there does not seem to be any easy way to do so, certainly not with any elegance. But the work day looming forces the issue and my attention onto running the gauntlet in the kitchen, which brings to mind the fourth truth about living in Anguilla: it is not the USA. First of all, there is the same old breakfast to prepare from the corner store up the road. Same old breakfast for the mosquitoes, too. Most people eating on their own tend to dive into the graphics and ideas presented on the back of the cereal box. For me, I look at items like the expiration dates. So it was with interest tinged with some consternation that I saw my breakfasts of champions was past due-date by two weeks and the soymilk by a week. Looking further established that everything from the cookies to the tortilla chips were looking at due dates like a stalled trucker looks at an oncoming freight train. Checking with locals revealed the due-date question to be commonplace, leading me to an inescapable conclusion regarding US suppliers and their perception of the Third World as a market.

This idea was reinforced when, over dinner with the retired president (called First Minister) of the island, a genial man who is not meant to be told he looks like Telly Savalas, even though he does, I discovered he had accomplished in two decades what had evaded the British government for three centuries: provide the citizens and guests of the country with a) running water, b) electricity, and c) paved roads.

Back to breakfast, though. After dispatching the cereal, it was time for fried eggs. Would today be the day the gas cut out just as I cracked the eggs into the pan? Or would the taps suddenly run dry again just after I had lathered up in the shower? While the existence of public utilities was most definitely appreciated, given the alternative, it seemed they could not always be counted upon to deliver as intended by the First Minister. It seemed to me that a downside of the laid-back lifestyle is that machines, utilities and events do not work in the way we have become accustomed in modern society. For instance, the gas stove leaks. Why? The pilot light goes out when a new gas supply is installed, and invariably, the serviceman does not have ‘relighting the pilot light’ on his list of things to do. But the ignition system is also inoperational, so no eggs for breakfast the first day. I buy matches and try lighting them the next morning. They do not ignite. When a man has his gnashers set upon some eggs for breakfast and he finds his every effort frustrated, life can begin to look below average. While contemplating the horrors of yet another day without said eggs, therefore, I devised a ruse. Holding the semi-combustible heads of the matches against the toaster filaments resulted in eggs for breakfast.

While it is challenging and fun to find solutions for Island issues, one assured by-reality seems to be “Island Time,” whereby islanders inevitably arrive half-to-one-hour late as a result of dealing with whatever events have occurred beyond their control. Just why the water and gas have to experience crises five mornings out of ten during the critical hour of preparation before work is the big question. Can’t be the luck of the Irish shining through over the centuries.

Take the Wednesday I tried without success to access the Internet via DSL at midday. A call to the techie at home resulted in a promise to come in and fix it. He called in from his home after an hour to ask if the problem still existed. As he had not left home and I had been twiddling my thumbs, it was not entirely clear how the problem was meant to have been resolved. He promised to come in and fix. A call to his home at 4 p.m. resulted in a testy proclamation that he could not possibly come in until the following morning. And this techie was an Englishman. Perhaps he had been living a tad bit too long on the island.

He did turn up the following morning, but whatever had been wrong with the DSL modem before was now a moot point as both the electricity and telephone lines were down. The night before, some trucker had felt his behemoth had more right-of-way than the utility lines. Being at a resort where the rich and famous stay, such occurrences are “contingencied,” so the power was back on thanks to a generator, cell phones enabled conversations to flow, and wireless connectivity linked my keyboard to the United States via the Internet. The day was looking up, especially as we had been provided finally with a conference room with an A/C. When the A/C cut out after an hour, it took another hour to locate someone who could explain that the fuse had probably tripped and the switch was on the (inaccessible) roof. Hmmm.

The islands are not a place where one loses one’s temper, it being neither necessary nor productive. Not, that is, unless one is a French chef, which most seem to be in the better restaurants on this island. As I jealously handled my backlog of e-mail traffic, he made a grand entrance and expostulated to the first willing pair of ears, “Ze bosse merst theenk wee arrrre a bernch ov mushreumse.” Enquiring how this vegetable metaphor had taken root resulted in an explanation that made up in humor what it lacked in respect: “Shee all ways keepse ers in ze dark and wee arrrre nee deepe in ze sheet.” Oh well, French chefs are meant to be easily offended and the last bastions of common sense and probity. This one was performing with just the right amount of exasperation and bombast at the egregious shortcomings of others and so earned himself some applause before I returned to my e-mail.

Life at Home

And what of life at my new home? It had its pluses. It was a short run from a long, crescent-shaped and little-frequented beach that greeted the sun each morning. This morning run should have been idyllic, a runner’s dream, but there was something about the plastic bottles strategically placed at each pace taken that turned the experience from an aesthetic moment into a philosophical exercise. I could not help thinking how each bottle had begun its journey to this beach, by the hand of a fellow human being who was evidently unable to connect the dots between enjoying a pristine environment and the simple act of throwing a bottle overboard.

The locally grown avocadoes, however, did not disappoint in any way. They were huge, succulent and of such a sweet taste and creamy disposition as to prompt immediate consumption. The grocery store also stocked German non-alcoholic beer and Häagen Dazs, and the crayfish were much larger and more succulent than any I had come across…Nawlins notwithstanding. What more can a man, thrust suddenly into a bachelor’s sparse life style after twenty-two years of matrimony, require?

Well, one much-appreciated facility was the herd of small goats kept the front lawn and hedge trimmed, freeing up the weekend rather handily. The constant battle with mosquitoes, which multiplied mysteriously into swirling and bobbing clouds every time the resort housekeepers come to clean the house, was being won as I learned techniques to catch the nippy little blighters. They were not large, like the appropriately named Alaskan mules with proboscises the length of well-endowed horses, but they were the devil to swat as they ducked and dove away from what I felt should have been compelling arguments in the form of my two meaty paws colliding with thunderous but premature applause. Perhaps the most promising remedy was gin, which a local recommended for warding off the pesky blighters. I am sure he meant imbibing the stuff, but I dutifully bought a bottle and was pleased to note that a liberal splashing over exposed skin resulted in fewer bites. The idea that those who did bite might entertain an inexplicable hangover the following morning was ample solace for the blood I did lose.

Anguillan Attitude

People tend to wonder, when battling mozzies in a tourist destination, what prompted them to consider the place better than a backyard BBQ in Hoboken, New Jersey. I had come to Anguilla to work (or so I told the IRS), so I had an excuse. But celebrities come to Anguilla to play because the locals treat them with the same nod and wave as anyone else, unimpressed by their boob jobs (well, in theory) and expensive jewelry. Without pestilential paparazzi and camera-clicking-finger-pointing tourists at every turn, celebrities find a rare opportunity to climb down from their pedestal, put aside the mask and breathe a heartfelt sigh of relief. This is the fifth element of Anguilan life that I noticed. The Anguillan pace takes about two days to break through any frenetic urgency foreigners may have brought with them. As the Anguillans say, “I don’t need your attitude, I have my own.”

And what is this attitude? They vacillate between boredom and mild interest in life. That’s why celebrities do not excite much interest and hooplah. Nothing much does. Like its citizens, the Anguillan government is not awed by wealth and title, either. The island belongs to the people; tourists and ex-pats are welcome to share it if they ante up. And to make their stand quite clear, the government foregoes collecting income tax in preference to a rather hefty sales tax on items consumed by tourists. Anguillans pay tax only for social security, at 5% of their income.

Of course, if you want something like a hospital, make sure you have the airfare for a trip to Puerto Rico. I based this conclusion based on three conversations. My neighbor, an American chef, who came knocking one night at 9.30 p.m. uninvited with the requisite beer bottle in hand (because he did not want to be rude and not make his acquaintance known), explained to me that he had parted company with his scooter at 70 m.p.h. a couple of years before (he was reminded of the subject by the three scooters stored in my living room, a holdover from the last hurricane threat). He had been taken to the hospital by a friend and had been offered an ice cube to suck on when they had run out of IV solution. When he needed to jettison the contents of his stomach, he was disconnected from his various tubes in an uncharacteristic burst of action and hustled outside to do his business. As he doubled up, retching, the orderly yelled out to him to close the back of his gown, because, well, you can picture the problem, I am sure.

Another islander had volunteered the information to me that his wife had been sent home from the hospital after a fall in which she had broken several bones in her foot, with instructions to come back for an X-ray in a couple of days if it still hurt. The third, the English techie, wore a hard hat on a job site where no others were in evidence because, “Well, have you seen the hospital?”

Blissful Isolation

As much as vacationers come to Anguilla to disconnect, perhaps reading a faxed version of the New York Times to assuage their skittish consciences, I wanted to stay connected with business, family and friends back home in the U.S. of A. How absolutely wonderful to receive a call and find my wife at the other end (being a bachelor can become old). It occurred to me after an hour of chatting with her that the deceptively American dialing code-1-area code-seven digit number-didn’t necessarily mean the call would cost five cents a minute. Responding to my concern, my wife e-mailed the next day to say that our blissfully innocent telephone call had cost the equivalent of three months of our normal telephone bill, the rate being a healthy $2.65 a minute. I hope someone at the big telephone company in the US that changed its name inexplicably not so long ago is enjoying the golf club membership we just made possible. And maybe someone can explain why this same company charges me five cents to call my mother in England from America, and a third of the distance costs fifty-three times as much? On second thoughts, don’t bother. I am sure there is a good reason for it.

My musing on telephonic demonology was interrupted by the telephone’s shrill cry. It was my wife again. Her calling card for Europe also worked for Anguilla. Ours was not to figure why, but to rejoice at being able to communicate again-and at a rock-bottom thirty cents a minute. Although I do wonder why a calling card costs a ninth of the rate Verizon charges. Must be something to do with the rising cost of golf club fees or something.

However, my wife and I saved a lot of money on the second weekend when our telephone conversation kept running into crossed lines with Irish brogue and then disconnecting after fifteen seconds. After the fourth try, we agreed to rely on e-mail for the balance of the trip.

A good plan in principle, except that our cable-based ISP decided the next day that all e-mails originating from Anguilla were junk mail and therefore not to be accepted. Plan B: E-mail a friend in Los Angeles to reach my wife with a jerry-rigged solution using our Web-based mail (which itself had inexplicably gone off line for four days, denying access to all e-mail as well as our Web site, the month prior while we were in Europe). Luckily, this provider was in working mode and so was promoted hastily out of the dog house. My wife never received the message from my friend, however, because our cable-based ISP had taken it into its head to assign all e-mails from Earthlink in LA as junk mail as well. Need it be said that when questioned, this cable-based ISP used its fingers to do the explaining-as in pointing in every direction except home base. And so the sixth characteristic of life in Anguilla is blissful disconnection from the rest of the world, which, generally speaking, is a positive.

And so here I sit with a piña colada and Spicey Anguillan Lobster soup under the proverbial thatched roof of a restaurant, looking out over those drinkable waters of the Caribbean, putting the finishing touches to this article. I finally did the touristic thing this morning and blubbered around the deserted beach by the restaurant like a two-ton seal, before venturing knee deep-a habit born of being raised on the English coastline-into the azure water, which really is as clean and refreshing as it looks.

More drinkable still is the piña colada, though. Some crooner with a French accent smootches out of the speakers in the palm-frond roof…”Your zipper is stuck half way down, your dress falls apart in a terrible tear….” A peculiar idea of romance, really, these French.

“This gentleman is driving me crazy, do you mind changing the music?” I ask the waitress. All I see is teeth as she grins and says, “Me, too.” She heads off to put the Frenchman out of his misery and to make my day with another piña colada. “Put on what you like!” I yell after her. The restaurant is deserted, as it is still not the season.

Soon a choral version of “Ave Maria” plays and the crooner comes back on as soloist. The music is turned off abruptly. Ah, silence and the rhythmic lapping of the waves below work just fine. And so does the funky Caribbean music that the waitress finds eventually.

“Is that better?” she asks, as she places the piña colada within reach.

How could it not be?

But it was not better than dinner on the last night-one of the best restaurants on the island had opened early. I sat by the sandy beach looking at the line of moonlight stretching over the calm waters from my table to the horizon. The classical music, the empty-nesters holding hands and staring into each others’ eyes, the foie gras, the lobster and filet mignon, the wine…these French chefs earn their right to be prima donnas.

So there it is, a snapshot of life in Anguilla seen through the bespectacled eyes of a portly, balding, baby boomer. You may have noticed that I said nothing of celebrities, the training, the client, or the butlers. A book could be written about each, but there are some things a butler does not divulge, even if some of the very best butlers forget this written and unwritten rule. Besides, that’s not what Anguilla is about. For that, you just have to spend some time here. You’ll be glad you did.