If you believe that the needs and wants of affluent guests shift from searching for expensive amenities such as sumptuous flower bouquets when traveling to collecting rare and refined experiences, you need to ask yourself how and who can help you provide those experiences and create those lasting impressions.

Most of your front-line employees are probably too busy doing what they are supposed to be doing primarily, front desk agents are checking guests in, room attendants are cleaning guest rooms, waiters are serving, and the list goes on. Every one is trying to provide a superb service and make your guests happy along the way, but the leaner your organization is structured the more challenging it gets. It doesn’t help you to shoot one guest to the moon with your excellent service, if nine other guests are waiting in line behind to get checked in. Having one position in your hotel only focused on designing the guest experience on property while being the main contact for the guest is the only way to live up to your promise to deliver service that’s second to none.

The concept of the butler service is simple, focused on being the main contact to your guests while making sure that all guests’ needs are looked after. The butler acts like a maestro conducting an orchestra, he doesn’t necessarily do everything himself, but certainly makes sure it gets done in style. From helping your guests with arranging a limousine transfer, theatre tickets, restaurant reservations, to helping your guests to unpack their luggage, offering shoe shine service and pressing or dry cleaning service. The modern butler functions like a personal assistant catering to every need during your stay, while making notes of your preferences to better serve you on your next stay and make you feel like you’re at home.

The butler provides an experience that you cannot buy with money and is able to connect emotionally with you. Being asked many times what the butler really does, my response always is that the butler does a million things to help you better enjoy your stay, but in a nutshell he provides the only thing that no one can afford to buy… the butler provides time.

Time when unpacking your suitcases so that you can enjoy your stay right from the beginning, time when helping you to make your lunch and dinner reservations, and time when being your main point of contact in the hotel so that you can enjoy the uncomplicated simplicity of excellent service.

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