The butler did it - Every little things a guest desires
By Tan Weiyun |
June 20, 2012, Wednesday
|
Print Edition
Print Edition
AS a butler, I have chances to meet different people from different countries with different cultures ... The butler is perhaps the most defining position in the hotel since our reputation is built on hospitality.
They never say no. They are ever-present yet unobtrusive, unpacking luggage, sending garments to be pressed, making dinner and theater reservations, advising chefs on guests' preferences - and doing a thousand other things, large and small, that make a hotel stay customized and memorial.
Hotel butlers are increasingly on duty these days as China's hospitality industry prospers. In Shanghai, quite a few star hotels have started to offer professional butlers and some of them have earned a reputation for high-quality, personalized steward service.
"I chose to become a butler because I enjoy talking to people and helping others," says Julia Bi, chief butler of the Hongta Hotel Shanghai. The 30-year-old started out as a butler a decade ago.
"As a butler, I have chances to meet different people from different countries with different cultures. I feel proud as a butler since I help set the stage and create the magic of each guest's stay. The butler is perhaps the most defining position in the hotel since our reputation is built onhospitality," she says.
Hongta Hotel butler service offers 24-hour personal attention and customizes each guest's stay, arranges for pillow preference, which side of the bed a guest prefers, laundry and dry cleaning, shoe shines and escorts guests on personalized excursions. The hotel employs 50 butlers.
Before becoming a butler, Bi received four weeks' training in housekeeping, another four weeks in the Front Office and Command Center (operator), plus a four-month training in food and beverages, including in-room dining, Executive Lounge service and other areas.
She also took butlers' training conducted by the Starwood US divisional team and the group's Asia Pacific butler ambassador. There was brand immersion, training in sales skills, presentation, first-aid and reinforced language training.
Bi has met many customers with special requirements. She used to attend a guest who did not touch any electrical devices on the Sabbath, she did it for him.
"I had to accompany him all the time until he settled down for the night," Bi recalls.
She doesn't think her guests are demanding or picky. "We understand that each person is unique. Some people may have different habits or traditions, while some may have higher expectations, which are all understandable," she says.
Butler service at JW Marriott Hotel Shanghai is extended upon a guest's request and is performed by a guest relations associate who acts as hotel coordinator for the VVIP and arranges everything, from tickets to the opera to translators.
"Guest relations focuses on providing the best and most comfortable stay experience for our customers. Passion and serving the guest from the heart is the key. The aim is to provide sincere and personal but non-intrusive service to the guest, and attend to their every need during their visit," says Kristine Sy, director of guest relations.
"We understand that every guest has his or her own preferences, as we are dealing with individuals from different walks of life. Having this mindset gives us the right attitude with the guest and puts his or her needs first," she says.
Guests' interests are respected at JW Marriott Hotel and it is important to be flexible with the guest, within reason. "However we will not compromise situations that may affect a guest's safety and security," the director says.
Compared with other traditional hotels, Andaz Shanghai under Hyatt Hotels & Resorts calls the service "host," instead of "butler." The Andaz Host combines the traditional roles of doorman, receptionist, concierge and bell attendant.
"It takes people back to the simple days of good inn-keeping where the host would take care of everything," says the host Caroline Cao, 26, who has been a host at Andaz for almost one year.
With an intimate knowledge of the city, Cao and her fellow hosts not only help guests check in and offer tailor-made services in the hotel but also book tables at the city's newest and trendiest restaurants and get the guest on the VIP list at the hottest club in town.
"We are happy to give our mobile numbers. If guests have a query while they are out exploring the city, they can call us at any time," she says. "We devote ourselves to providing authentic hospitality. A host is more like a friend to the guests."
The young host says the job is quite challenging because the demands of customers are diverse and sometimes she encounters difficult situations.
Once a guest requested to check in out of the public lobby, which was the main entrance. To respect the customer's privacy, the host helped arrange the guest to go directly to his floor and then go through check-in formalities.
"We will try to satisfy customers' needs within our capabilities and the hotel's regulations," Cao says.
Hosts go through a series of training courses. In addition to the Hyatt group basic orientation training, many other special trainings include overall knowledge of front office operation, "Shanghai Rush" that acquaints hosts with neighborhoods and "Experience Sharing" in which hosts hear opinions from guests who have stayed in Andaz hotels around the world.
"We offer service based on the Hyatt standard but at Andaz, which means personal style, we provide uncomplicated and vibrant service. We hope the guests feel visiting their best friend's home in Shanghai," Cao says.
"We want to help them enjoy the casual life here and adapt themselves to the local neighborhoods."
They never say no. They are ever-present yet unobtrusive, unpacking luggage, sending garments to be pressed, making dinner and theater reservations, advising chefs on guests' preferences - and doing a thousand other things, large and small, that make a hotel stay customized and memorial.
Hotel butlers are increasingly on duty these days as China's hospitality industry prospers. In Shanghai, quite a few star hotels have started to offer professional butlers and some of them have earned a reputation for high-quality, personalized steward service.
"I chose to become a butler because I enjoy talking to people and helping others," says Julia Bi, chief butler of the Hongta Hotel Shanghai. The 30-year-old started out as a butler a decade ago.
"As a butler, I have chances to meet different people from different countries with different cultures. I feel proud as a butler since I help set the stage and create the magic of each guest's stay. The butler is perhaps the most defining position in the hotel since our reputation is built onhospitality," she says.
Hongta Hotel butler service offers 24-hour personal attention and customizes each guest's stay, arranges for pillow preference, which side of the bed a guest prefers, laundry and dry cleaning, shoe shines and escorts guests on personalized excursions. The hotel employs 50 butlers.
Before becoming a butler, Bi received four weeks' training in housekeeping, another four weeks in the Front Office and Command Center (operator), plus a four-month training in food and beverages, including in-room dining, Executive Lounge service and other areas.
She also took butlers' training conducted by the Starwood US divisional team and the group's Asia Pacific butler ambassador. There was brand immersion, training in sales skills, presentation, first-aid and reinforced language training.
Bi has met many customers with special requirements. She used to attend a guest who did not touch any electrical devices on the Sabbath, she did it for him.
"I had to accompany him all the time until he settled down for the night," Bi recalls.
She doesn't think her guests are demanding or picky. "We understand that each person is unique. Some people may have different habits or traditions, while some may have higher expectations, which are all understandable," she says.
Butler service at JW Marriott Hotel Shanghai is extended upon a guest's request and is performed by a guest relations associate who acts as hotel coordinator for the VVIP and arranges everything, from tickets to the opera to translators.
"Guest relations focuses on providing the best and most comfortable stay experience for our customers. Passion and serving the guest from the heart is the key. The aim is to provide sincere and personal but non-intrusive service to the guest, and attend to their every need during their visit," says Kristine Sy, director of guest relations.
"We understand that every guest has his or her own preferences, as we are dealing with individuals from different walks of life. Having this mindset gives us the right attitude with the guest and puts his or her needs first," she says.
Guests' interests are respected at JW Marriott Hotel and it is important to be flexible with the guest, within reason. "However we will not compromise situations that may affect a guest's safety and security," the director says.
Compared with other traditional hotels, Andaz Shanghai under Hyatt Hotels & Resorts calls the service "host," instead of "butler." The Andaz Host combines the traditional roles of doorman, receptionist, concierge and bell attendant.
"It takes people back to the simple days of good inn-keeping where the host would take care of everything," says the host Caroline Cao, 26, who has been a host at Andaz for almost one year.
With an intimate knowledge of the city, Cao and her fellow hosts not only help guests check in and offer tailor-made services in the hotel but also book tables at the city's newest and trendiest restaurants and get the guest on the VIP list at the hottest club in town.
"We are happy to give our mobile numbers. If guests have a query while they are out exploring the city, they can call us at any time," she says. "We devote ourselves to providing authentic hospitality. A host is more like a friend to the guests."
The young host says the job is quite challenging because the demands of customers are diverse and sometimes she encounters difficult situations.
Once a guest requested to check in out of the public lobby, which was the main entrance. To respect the customer's privacy, the host helped arrange the guest to go directly to his floor and then go through check-in formalities.
"We will try to satisfy customers' needs within our capabilities and the hotel's regulations," Cao says.
Hosts go through a series of training courses. In addition to the Hyatt group basic orientation training, many other special trainings include overall knowledge of front office operation, "Shanghai Rush" that acquaints hosts with neighborhoods and "Experience Sharing" in which hosts hear opinions from guests who have stayed in Andaz hotels around the world.
"We offer service based on the Hyatt standard but at Andaz, which means personal style, we provide uncomplicated and vibrant service. We hope the guests feel visiting their best friend's home in Shanghai," Cao says.
"We want to help them enjoy the casual life here and adapt themselves to the local neighborhoods."
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