The worst problem I ever encountered & how I overcame it by Robert Watson

I think in many ways it will be an ongoing problem for some time. In hotel butler service it is the top management that decides they want to have butler service, They do their due diligence and then select a butler training company, The butler trainees are selected and at some point, the training begins.

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What no one has thought of is to inform all the various departments with which the butler service will interact. Once the butler service is operational then the problems with various departments begin.

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Hotel Restaurant Managers

Why should I give the best table to a butler guest they are the same as all guests?

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They do not think that some guests are paying $500.00 per night for their room a butler guest might be paying $5,000.00 per night for their suite.

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Housekeeping

A room is just a room I will service them in the most convenient order there is no reason to prioritise one room over another.

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Concierge Service

A concierge will make an off property dinner restaurant reservation for the guest but will not inform other departments and certainly not the butler service, consequently when the guests are getting ready in their suite, housekeeping will knock the door and announce “housekeeping turn-down service” and not disturbing the guest until the guest had left for their dinner reservation.

Room-service

Have 10 breakfast orders for 8.00 AM and will serve in the order which is most convenient to them but will not factor in that room 304 is paying $500.00 per night and butler suite 606 is paying $5,000.00 per night.

Management

Many managers are not used to line staff i.e. butlers are not comfortable with line staff being empowered to make decisions which will resolve a guest problem immediately without needing managers to make a decision, they see it as undermining their authority and position as a manager.

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