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2.01 Butler Service Manual 33p

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					Oriental Hospitality Consultants – OrientalHospitality.com

BUTLER SERVICE

MANUAL OF OPERATION

.....................Resort & Spa
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Oriental Hospitality Consultants – OrientalHospitality.com

The butler concept
The butler service for the hideaways is designed to create a new and unique Concept for our customers. Where luxury and innovative style is created and presented to them from the butler’s, From their arrival to their departure. ...... butlers are unique to Thailand as the first to embrace a full resort. There is nothing they can do There is nothing they can’t find There is nothing they don’t know There is nothing they will not do In this they have one thing on their mind A CAN DO Attitude ! Long hour’s hard work and dedication is the name of the game. You are either in or out. When the going gets tough the tough get going This is a ...... butler.

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Pre guest Arrival A butler will be assigned to 5 villas per person. He will be dedicated to his villas He must know his villas inside out He must look back at all defects their villas have had in the past; they must talk to each other. Review correspondence All correspondence must be read through three times to get to know the details. Frits time you will miss something Second time you will find something new Third time you will get the details. Check their names -----------Write down the first names on their correspondence then take a look at the second and third correspondence. We make mistakes in taking down reservations so you as a butler must look closer. (A mistake can be costly) Customers like to be called and corresponded with their correct name.

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Check their rates and package Do they have Breakfast Included? Do they have a free transfer? Do they have a spa treatment? Do they have a site inspection? What is included in their package if any? What special request have they made in regards to their villa? Privacy Hideaway Pool villa Pool villa suite Presidential Have they booked two next to each other? Discuss the correspondence with your manager, to ensure that the details are correct. How many children what are their ages Do you need cots? Do you need children’s amenities? Discuss with housekeeping to make sure they add the towels and extra items in the villa before you check.

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The villa that you allocate 5 days prior you must: Make sure the engineers check the room two days prior to arrival One day if you have a previous guest. All villas must have a one day gap for the engineers to go in and check for any additional defects or faults that may have occurred. This is important for a property of our prestige. Do not put a guest back to back this is bad practise and can back fire due to the engineers not checking the villa for you. Make close friends with the engineers work with them inform them well in advance, Do these in a team effort give them the room numbers 5 days in advance so that they can make sure all electrical and water are working, as well as TV and DVD? Confirm transfer arrangements     Confirm transfer with the GRo and Airport reps Contact the resort or hotel where the guest is staying Introduce yourself Ask them if they require anything prior to arrival

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Send them your pre arrival form ask them to fill this is done by guest history Telephone conversation “Good morning, Good afternoon, good evening Mr Taylor I am calling from ........Resort and spa My name is Khun Nat and I will be your butler during your stay. I would like to confirm you’re: Arrival time Would you like us to do anything for you prior to your arrival? (You should have a note book to take notes) Thank you Mr Taylor I wish you a good day, afternoon, evening. And I will meet you upon arrival tomorrow.” Follow up with the shift butler on any additional correspondence that may be sent to you.

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Day before the arrival Check with Engineering and housekeeping of the villa update. Make sure the HK have the villa available for one day in advance this has to be done by the front office manager to allocate villas that are not occupied a few hours before yours arrive. We have .... villas and we won’t be full all year round Being full will only happen on certain periods of the year this should be around 30 days per year during peak and holidays) You also need to give a breathing space to the HK staff to make sure they don’t have to run to re set a villa due to the lack of planning on your side. (Does not mean an emergency on ours) You need to know your villa and the surrounding landscape Check for dead plants, landscape that is untidy call Khun ...... the chief gardener You must assign villas to the gardening team and follow up with them that they have cleaned the surrounding landscape and internal gardens, including the lower part of the shower area. The heliconia plant should not have brown or dead leaves.
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The villa Check the stairs down to the garden gate Look for gum paper Nails or just any garden foliage that can be removed do so. Does the gate open and close properly, is the bamboo closer working Is the round stones clean, look around for cigarette stubs or just garbage pick this up? Is the landscape clean and watered? Are the slabs clean and free from paint or stains? Look at the windows are they clean, if not call HK you must look at the windows a day or two before and report this to HK. Do you have two umbrellas outside? Is the holder secure and not loose? Try the key in the lock does it turn, do this two or three times, if not call engineering and make the report Walk into the villa, is the floor marked or scratched?
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If so report and ask HK to try and remove any stain or scratch. Sometimes shoe polish can be used rubbed in with a cloth.

Be vigilant and observant; you own the villas now make it your home from home. Take ownership nicely. You have to look at your villa at least a day in advance and not one or two hours before arrival this defeats the purpose of team work you will only add a burden onto the HK and engineering teams. Use your check lists and make sure the list is done there and then in the villa and not on the desk at main office, be honest and make sure the list is done. Report any last minute defects make them noted and polite over the phone keep a record of what you have asked. Compendiums you are responsible to make sure the correct language, call the office and get a new set or page sent out Talk with the office and talk together; team work works well, support each other be the eyes and years for each other.

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What to look for;                     
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Look and open the soap bottles to see if they are full shake them get to know the weight Make sure the towels are folded the same way Make sure all the towels are the same colour Check for ring marks on the counters Open all compendiums check the pages one by one Tea and coffee sets make sure they are full Is the coffee fresh smelling in the jar open the jar smell it Is the water kettle clean and free from calcium flakes Open the tea pot look inside is it clean smell the inside Check the cupboards wipe them with your hand all of them check for dust Look under the day beds for dust or garbage or hair Open the bags Open the safe look inside Open the wine cellar is it clean does it smell clean Look at the bathrobes for any dirty marks or stains Turn every cushion over and check for running thread Turn every cushion for stains change them Turn the day bed cushions over look underneath Look at the windows from all angles check for stains or areas they need to clean Make sure all the blinds are set to the same level Make sure the cord is tied as per standard

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Make sure the bamboo toggle is on every blind pulley Make sure the coconut chair rope is set correctly Check for scratches on the floor use shoe polish to hide these ask HK to do or help them Turn on all lights switches Turn on the fans Make sure the air con is set to the correct temp setting Check the phone make sure it works call the mobile numbers Is the mosquito net tied nicely is it all balancing Check the mosquito coil pot is it clean and free from last nights coil and burnings Is the lighter full Is the case for the lighter there Is the spare coil in the paper bag are they separated from each other Is the amenity bag full Are the cups and under liner clean Os the soap dish clean look underneath Is the soap in good condition Is the label in good condition Do the mirrors need cleaning Are the lights working around the mirrors Is the bath tub clean Check the drain for the bath with your hand is there any hair or dust Is the stopper on the cord Are the taps loose at the bath Is the spray head in good order Soap and body containers are they clean Are they full Are the laundry baskets set one with a bag in it
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Are they broken Open the closets are they clean rub your hands over them Is the linen bag there Is the laundry list there Do you have a spare bath towel on the shelf Do you have the instructions for the safe in languages Are the slippers there, two pairs 10 coat hangers Two bath robes Mosquito cream and container is it full Is the mirror clean Do you have a mosquito spray - full canister Do the doors close properly Is the torch charging Do you have an adaptor Is the towel rack in good order (Bamboo) Do you have two baskets Do you have spun bamboo basket for the toilet Is the hair dryer there and is it in a bag ( basket) Can you close the toilet door Is the basket clean Do you have three toilet rolls Is the toilet bowl clean Are the glass doors clean Is the bath mat clean Outside shower is the table clean Are the containers full Check for hot and cold water on both shower heads Is the garden area below clean Can you slide the partition doors open Is the runner clean and free from dirt

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Is the TV on Check the remotes do they work do you need to change the batteries Are the cables behind the TV nicely wrapped up Are the standing lamps clean do they have their covers Turn them on are all the lights working Are the cables tied up correctly Is the garbage bin clean inside, check Are the drawers for the counter clean check all the way to the back Do we have the correct stationary in there Are they crumpled free if not change them right away Are the handles secure Is the phone working Is the phone cover clean without any marks Is the cord tidy and wrapped the correct way Do we have the resort map Is there a wine list Do we have the four compendiums Is the fruit basket fresh Are the fruits unblemished( no bruising) Are the two plates clean Are the cutlery polished Do you have napkins Is the ice bucket there full of ice Are the champagne glasses in the bucket Do you have napkin over the top Is the coffee machine there Do you have six bottles of water in the villa Is the air con vent free from water

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The second bathroom            Can you open the door? Is the bamboo cupboard in good condition Can you slide the doors back Can you see any sign of ants in the bamboo Are the hangers in the cupboard Are the bath robes in there Two pairs of slippers Mosquito spray Check above the cupboard is it dust free Are the towels folded correctly Follow same procedure for the master bathroom

Lower deck              
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Are the stairs in good order Are the hand rails secure Check the bamboo struts Is the table and chairs in good order is it waxed Are the day beds in good order Are the cushions clean Are the mattresses clean turn them over double check Are the sun loungers in good order Are the wheels secure Is the mattress clean Check the lights turn them on Is the bamboo fence in good order Is the pool clean check the rim of the pool wipe it with your hand does it feel greasy if so ask them to clean the pool again Remove all leafs from the pool

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Check the stones around the pool over flow make sure this area is clean and tidy Check the landscaping around the villa from the pool and fence side, you are now a customer looking out Do you have a knatok foot table Look up at your villa does it look in good order Do you have the bamboo towel holder for outside Is the fire indicator map behind the door Anything missing!! Think; take one final look.

THE ITEMS ABOVE MUST BE CHECKED TO ENSURE A BUTLER KNOWS HIS VILLA INSIDE OUT AT ALL TIMES. FINAL CHECK OF THE VILLA To close the door and wait for his / her guest to arrive the butler is responsible for the following things to happen.              The butler will be responsible to set the compendiums The butler will be responsible to set the stationary The butler wills et the welcome letters Set the map Make sure the wine list is there The folder and registration card is inside The fruit and fruit plates are clean and tidy Is the music on is it noisy Have you placed the guest request in place i.e. DVDs Have you set the phone????? Run the hot water to make sure its hot Make sure you have one maid with you to wipe or mop the floor for one final clean Look at your villa and say
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 

It’s ready!! Thanking the housekeeping staff, give them encouragement at all times.

Feel proud take ownership be part of that villa Be a family member to your guests

Rooming your guests       Welcome guest at lobby Cold towels or hot depends on the day – by butler – or GRO The butler who hosts the guest should not offer cold towels she has the responsibility to take care and inform the guest Butler offers the guest to sit down Then ask for their passports Butler to ask the guest what they would like to drink as their arrival drink offer the menu, the guest will choose and we give this to the runner – who will be assigned to the GRO or butler team Offer the choice of escorting them to the villa first and the passport would be returned later Or if they would like to wait for their passport The luggage should be sent before the guest goes into the villa, by the arrival car or van right away

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         

Clear away the cold towels by GRO very efficiently Check for the buggy and driver Ask the guest if they are ready to be escorted to their villa Point the way with your arm walk close to them have some chit chat In the buggy explain the resort facilities as you go towards the villa If the villas are close by we should offer the resort trip around so we can explain the property Or we can ask them if they would like an orientation the next day in their own time if they require, this would be done by Either MOD manager or Resort coordinator Khun ….. In front of villa the butler will indicate the room number, ask the guest to be careful as they walk up or down He she will indicate the do not disturb lamp as well as the do not disturb eyes open eyes close wooden indicators

In the villa  She he will open the door  Steps to one side indicates to her guest to enter with a hand also indicate the two umbrellas  Removes the key from the door  The butler will open the control panel and indicate the light switches as well as the indicator map left in the panel  The mini bar will be indicated she – he will open and give some indication of the contents

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         

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Next will be to open the drawers for the alcohol indicate where the glasses are as well as tea and coffee facilities If a pool villa suite they need to indicate the procedure for the coffee machine as well as the pods Next is the TV DVD and movie library in the compendium If they have a pool villa we indicate the door to the stairs the butler will take the guest down stairs and indicate the light switches Next step is the bathroom, they will indicate the hot and cold taps They will open the cabinets and let the guest see what they have in there. The safe should be explained on how to use it as well as indicating the written details The butler should open the outdoor shower room. Lastly the butler will indicate the telephone and how to get in touch with all She he must explain the mosquito coil and burners we have for their use and ask them to put them on during evenings to reduce the mosquito’s, as well as the lotion in the closet The registration card the butler will ask the guest if they could spare as few minutes to complete this card and she or he can wait or that she will come back in a more convenient time for the guest. She – he wishes them a pleasant stay and I will call you in 30 minutes to see if you require additional assistance. And settled in.

If the drink is served by a second butler the drink should be there before the butler leaves.
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The butler should walk in with their tray. Good morning Good afternoon Good evening Mr and Mrs. Davies your welcome drink One gin and tonic with extra lime and one Bacardi and coke The butler offers the first drink to the lady and then the gentleman. Enjoy your drink, wishes them a good stay with us. (Welcome drink glasses should be collected by the in villa dining hosts once the butler confirms they are to be collected)

Late arrival check in After a long haul flight all guest who require a “NO” check in will be taken directly to their villa. They want a straight uncomplicated check in to their villa. The GRO / Butler has to assure that all documents incl     registration card, preferred music any additional requirement has been made and set in the villa guest should drive right to the villa the butler will be there to greet them at the front gate
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      

if raining she he should greet them with rain coats and umbrellas even they have them in the van if it rains the door must be open for them to just walk in the butler should “Wai” as the guest arrive at the villa welcome them with a nice greeting welcome Mr Mrs. Taylor welcome to your villa number # 7 escort them the check in should last for only 3 minutes we should ask them to do their card the next day

Mr Taylor You may fill in the registration card at your convenience and I will pick this up in the morning after your breakfast. If there is anything else you may require do give me a call Good night “Wai “

Additional in the villa The butlers are responsible to put the following in the villas      
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All compendiums four in total Wine menu Note pads Time zone card Pencil Resort map indicating the outlets

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         

Resort map indicating the villas Four letter headings Four fax sheets Two post cards Four envelopes Card for the environment Welcome letters Departure letters GM RM welcome letter GM cocktail party letter

The butlers should explain How to order DVD and Music CDS The butler should explain to their guest that we have a music and DVD library and they may choose from the compendium and she he must indicate. Explaining for books

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Again a simple way just inform the guest we have a selection of books and we would gladly show them our collection Explain the TV This is important the butler must run through the TV and remote with the guest to assist them as well as showing them the directions in the compendium Explain the TV guide Again the butler must indicate where to find the TV guide and which compendium Explain the in villa speakers Again use the compendium while you explain They will only work when the DVD player is in use Satellite and music channels The butler must indicate where to find this in the compendium and indicate the main news channel for the guest The butler should inform the guest That each day a news paper will be delivered and hung outside in their villa in their own personal cloth bag

The butler has to ask Mrs. Taylor would you like some assistance in unpacking your cases. I would be delight to assist you. Mr and Mrs. Taylor
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Do you have a preferred pre dinner drink or special drink you like? Is there anything you have forgotten, but we may purchase for you? This evening may I book a table reservation for two at the Dining on the rocks or dining on the hill Dining on the hill serves a full menu to offer, Thai and western dishes as well as snacks and pasta if you require just a light dinner Dining on the rocks serves an Asian fusion menu where chef ….. and his team are ready to serve, except on…. In Villa dining serves a wide selection of Thai and western food along with snacks and sandwiches. For in villa dining you just need to call extension number And our hosts would be delighted to take your order. Ask them what time would they like breakfast in their villa or at the dining on the hill. What time would you like your villa to be cleaned daily, report to housekeeping of the time? On the first day of your guest at the resort You must make sure they are not disturbed until 11: 00 that morning as they may have had a long haul flight. (You must ensure all the GRO’s and butlers as well as housekeeping know this fact)
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The butler must meet their guest at the villa on the first day to give them a warm smile. Or if they go to breakfast the butler will meet and greet them with a smile. Good morning Mr & Mrs. Taylor and how did you sleep last night? Did you find your way round the villa, would you like me to give you an orientation today? After breakfast would you Care for a resort inspection? Or would you just like to be at leisure? Make sure with the guest that if they need anything to give you a call. (You should make sure all info is in the system and guest history) Call housekeeping if the guests are going to be out or by the pool, this is your opportunity to explore their habits and make notes on their set up. What they like etc Write down all points and brands; check the books they have brought with them Do they have a computer do they need and adaptor or transformer if it’s on 120 volts from the states Check with housekeeping in regards to their laundry has it been picked up if any

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Have they unpacked fully if not take a look in the closet do they have sufficient hangers Have book marks ready and ask HK to put them in if they do make to clean, you must discuss with HK to make sure they follow our best practice. What kind of beverages they have taken from the mini bar add more of that item, and inform the guest that you have noticed they like a certain brand and would they require more. Make a note at breakfast if they drink sparkling wine if so make sure for the next day breakfast two glasses are placed on their table right away, this needs to be coordinated with the restaurant staff. Call the restaurant manager to ascertain what they ate for breakfast on their first day this should be a best practice ask the restaurant to keep tabs on the eating pattern During the day; If the guest are by the pool, drop by and see if they require some additional service for the evening a table reservation or a date with the spa.

Up sell The spa and activities departments Offer to have Andy and his team, meet with them at a certain appointed time.
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This also goes for the spa offer to take the lady for a walk into the spa and introduce her to the spa team give her an inspection and let them sell their spa.

What to see and do in Samui dining and entertainment Restaurants When the guest asks you, where to go say for Italian, Mexican, Thai or just a burger you must be able to reply there and then. Italian Prego Gringos for Mexican Thai food Indian food should be the curry pot Indian food Noori Irish pub tropical Murphy’s English pub food The billabong great food at the fisherman village Fisherman village chaweng for seafood Zicos Brazilian Grill & Bar These are just a few but you should be able to push them from the top of your head, you have to know everything. You must know what they serve even get copies of their menus go and ask at the restaurant explain from where you are and what your intentions are to promote and be a super butler.

Doctors and hospitals
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As you all know we are not allowed to administer medicines to our guest but we have a doctor on call DR Joe. What if it will be an emergency? We can go to SIH Samui international hospital Samui Bangkok hospital You must also try to find out if the guest has a travel insurance which hospitals will take their card. Where is the best dentist in town? Where is the best optician in town? Where can I fix my camera in Samui? Where can I get contact lenses in Samui? Where can I get my mobile phone fixed? Where can I get prescription medicine as I have run out of mine? Where is the nearest money exchange other than the hotel, offer them two banks close by

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Where is the best place for? Pictures___________________________________ Small wooden gifts___________________________ Bamboo items_______________________________ Coconut wood products________________________ Batik paintings and cloths______________________ Rattan items________________________________ Where can I get my portrait painted? __________________________________________ Where can I purchase good leather shoes? __________________________________________ Where can I get good pirate DVDS and music Cd __________________________________________

Where is the best music venue in town live music? Where is the best Thai music venue?
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Where is the best cabaret show in town? Where is the bar seen in Samui?

Calling the villa First morning Good morning Mr Taylor This is mint your butler, Did you sleep well last night? (Guest)Fine thank you Good What are your plans for this morning Mr Taylor have you had breakfast yet? (No) Would you care? To have breakfast in your villa I can arrange with the in villa dining to send you both over a continental breakfast? (Guest)Yes that would be nice Would you care for orange juice or may I suggest fresh guava juice for two, Would you prefer coffee or tea? (Guest) Tea would be nice for both of us
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Can I suggest early grey or just a plain breakfast tea? (Guest) earl grey would be fine for both of us Would you like your tea with milk or lemon? (Guest) one with milk and the other with lemon Repeat the order I will call the in villa dining right away Mr Taylor and the delivery time will be 25 minutes By the way your news paper is hanging outside the villa door in your cloth bag. Enjoy your breakfast and do call me when you require assistance. If the guest goes to the restaurant (Guest) No we shall dress shortly and wonder down to the breakfast in the restaurant. I will see you both there during breakfast. Thank you At the table Walk in with a smile Greet and “Wai” your guest How are you both enjoying your breakfast?
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Is there anything that I can help you both with today? (Guest) Yes we would like to have a look at the property To get our bearings Let me arrange that for you let say 11:30 we can meet at the lobby. From there we can explore the front section of our resort and visit the spa. I will leave you in peace to enjoy the rest of your breakfast and I will see you both soon. “Wai” and walk away. Meeting and greeting guest at breakfast each day must be carried out as this is a best practice and must be followed. Entering the villa after the guests has been in one night Knock the door Good morning this is mint your butler may I come in When the guest opens the door, smile and “Wai” them Good morning Mr Taylor and how are you this morning? (Guest)Fine thank you May I come in? (Guest)Please do
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Walk in and greet Mrs. Taylor the same way polite and with a “Wai” Is there anything I can do for you both this morning? I have arranged a resort tour at 11; 30 if you would like? How was breakfast this morning? If you see that the breakfast plates are empty Have you finished your breakfast? (Guest) yes we have May I use the phone to call in villa dining so they may clear the plates? (Guest) please do Excuse me for one minute while I make the call Once you have finished the call, always be polite and say thank you, they will be here shortly When the in villa service arrives Let me get the door Once you open the door make sure the in villa dining team, wais and greets the guest by using their names then they clear all the plates away and wipe down the surface if it looks dirty. Children the way to the parents pocket Butler to attend Answering their phones Closing their phones
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Team work Handovers The gardens Would there be anything else you may require Can I be of assistance? Would it be possible to have a word with you please? Understanding priorities May I come over to the villa to present you the villa folder? Could it be possible? For me to change the times for? Could I interrupt you and bring over the villa folder for your Do not commit to flight changes. Mr Taylor let me call the flight centre at the airport to see if there is any availability in seats on the next flight. I cannot promise there is but give let me call them and I will be right back. Mr Taylor I’m sorry but the flight centre has confirmed that all flights out on that day are fully booked and there are some customers on stand by. I would not suggest going on a stand by flight out of samui airport as many flights are delayed.

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Description: Hospitality Industry Manuals for Hotels and Resorts