International Butler Course

Importance of the Guest

The guest as a source of revenue

The impact of the guest on the Organisation

Guest satisfaction and company profitability

Annoying Habits

Anticipating guest needs

Maintaining good customer care

Confidentiality of company and guest information

Personal presentation

Personal development

Greeting of guests

Promoting facilities and services

Guest Expectations

Guest reaction to poor customer service

Guidelines for superior guest care

Guest care in other fields and industry

Improving guest care

Effective communication

Range of guests 

Advantages of Complaints/Customer feedback

Methods of dealing with guest related issues

Range of guest complaints

Common guest complaints

Methods to satisfy irate guests

Guest complaints procedure

Written complaints

Documenting complaints

Complaint follow up action

Do’s and don’ts of guest complaints

Complaints practices / Requirements for superior guest care

Dress Code and Personal Hygiene of a Butler

Maintaining Personal Cleanliness and Hygiene

Hygiene Standards

Professional Appearance

Professional Appearance

Uniforms

Jewellery

Hair, Moustaches, Beards and Nails

Dress

Illness

Organisational Policy

Common Illnesses and Interaction

Communicating on the Telephone

Introduction

The switchboard versus a private phone

Your voice

Body Language

Do’s and Don’ts

Telephone Etiquette

Answering Calls

Transferring Calls

Taking Messages

Call Holding

Making External Calls

Making Internal Calls

Cellular Phones

Completing Calls

Assisting Customers

Finding Telephone Numbers

Responding to Requests for Information

Organisational Layout

Facilities and Services

Departments          

New Staff     

Product knowledge and Customer Service

Product knowledge

Professional conduct

Customer service

Selling services

Preparation for Guest Arrival

Customer needs

Preparation of guest documentation

Special Requests / Requirements

Interdepartmental communication

Check-In Processes

Registration

Customer arrival

Promoting product services

Customers without advance reservations

Special circumstances

Importance of accuracy

Methods of payment

Completion of registration process

Customer Care

Effective guest care

Efficient work practices   

Customer Information

Accurate information

General knowledge

Customer needs

Sources of information

Maintaining information displays

Handling information requests

Range of Information

External Services

Contacting service providers

Booking external services

Transport services

Restaurant reservations

Delivering items

Customer relations

Developing rapport with guests

Complaints and Queries

Guest requests

Delegation of work

VIP GUEST SERVICE

VIP satisfaction

Guest confidentiality

Working in VIP and guest areas

Record keeping

Hotel facilities offered

Housekeeping & Turn-down facilities

Origami training - folding towels to decorative shapes

Courtesy bar / lounge

Room service

Breakfast & Dinner

Local Services        

News Issues

Demonstrating facilities

Laundry services

Pressing services

Polishing shoes

Guest repairs

Organising the services

Dealing with VIP Guests

Packing procedures

Interrelationship of cost, time and stock Levels

Bar set-up

Food service

Serving cold beverages

Serving drinks off a tray

Presenting and opening a bottle of wine

Tasting and Pouring Wine

Opening a bottle of champagne or sparkling wine

Maintaining stock levels

Tidiness and cleanliness of guest areas

Tidying up the guest bedroom

Towel origami and replacing used towels

Cleaning the bathroom and shower

Replacing bathroom amenities

VIP turn-down service