The concept of butler service in modern hotel industry originated from the golden key service of "World Golden Key Organization". In reality, the role of private butler generally appears in high-end hotels. Therefore, as an excellent personal butler, there are high requirements for both appearance and internal quality, just like Pan Yulong in the drama "Five-Star Hotel". He has affinity, gentle eyes and decent manners, so that customers can enjoy service and feel the warmth of home.
When customers enter the hotel, in the lobby, they can see that the housekeeper and the housekeeper are all dressed in black "tuxedos" and always have friendly smiles on their faces. When receiving VIP guests, there is a thoughtful and meticulous management service process. First of all, we should make a detailed reception plan, including understanding the guests' living habits and personal hobbies, such as the water temperature they like when taking a bath and the meals they like when eating. After the guests check in, the "tuxedo" should adjust and enrich the reception plan drawn up in advance according to the preferences of the guests, provide services for the daily life, itinerary, dining and other details of the guests, and keep the butler's diary. The butler's service is also 24 hours. Most importantly, during the service period, the most basic professional ethics of private housekeepers is to keep the personal privacy of guests strictly confidential. In addition to VIP guests in the hotel, the butler will arrange whether private butler service is needed according to the specific situation of other guests. For example, some elderly customers are inconvenient to move and need personal care, and the housekeeper will make corresponding arrangements immediately.
Although the personal butler serves a certain range of customers, he usually stays in a room in a specific area or makes important reception reservations in advance. Usually including politicians, business celebrities, big-name stars, etc. However, in most cases, we will serve the guests staying in the hotel and make reasonable requirements according to the situation.
In addition to knowing customers' initial preferences in detail, in the process of personal service, private butlers need to carefully observe customers' needs from many aspects. If you find out what kind of service customers need in advance, you need to act immediately so that customers can enjoy intimate service without asking. However, the service must be flexible, follow certain processes and laws, and adhere to principles. First of all, we should measure whether the requirements put forward by the guests are reasonable, such as not violating the relevant provisions of national laws and infringing on the legitimate rights and interests of other guests. Secondly, the housekeeper should do what she can. If the service content exceeds its own ability, it should be asked step by step in special circumstances, and it is not allowed to promise the guests or leave the scope of work without authorization. For example, once a guest asked a personal butler to be a tour guide in Kunming and asked him to take him to various scenic spots in Kunming, but the personal butler persuaded the guest to arrange a full-time tour guide, which could better provide professional and ideal services and gain the understanding and support of the guest.
According to the statistics of butler's annual assessment data, the staff in the hotel private butler industry are not mobile and their positions will not change easily. What kind of people are private housekeepers? It is understood that this unique private housekeeper team in Kunming, which consists of at least 30 people, is "Hidden Dragon Crouching Tiger". At the initial stage of recruitment, although there are no restrictions on gender and age, the person applying for housekeeper must have a certain appearance and good comprehensive quality. The housekeeping department requires at least 1 to 2 foreign languages, of which English is a must. Not only can you read, listen and speak, this is the norm of normal communication when receiving foreign guests.
Communication and coordination skills are very important in butler service. Sincerity and enthusiasm are the most effective ways to serve the guests well. Grasping psychology and paying attention to details are the most useful weapons for butler service. Serious and responsible, quick response, is the most basic requirement of butler service. Satisfaction and surprise are the best services they pursue.