{"id":3205,"date":"2018-06-22T07:33:40","date_gmt":"2018-06-22T07:33:40","guid":{"rendered":"https:\/\/www.britishbutlerinstitute.com\/franchise\/?p=3205"},"modified":"2018-06-22T07:33:40","modified_gmt":"2018-06-22T07:33:40","slug":"will-that-be-all-sir-eight-keys-to-service-excellence","status":"publish","type":"post","link":"https:\/\/www.britishbutlerinstitute.com\/partnerships\/thailand\/news-thailand\/will-that-be-all-sir-eight-keys-to-service-excellence\/","title":{"rendered":"Will That Be All Sir? Eight Keys To Service Excellence"},"content":{"rendered":"

\t\t\t\tView the original post here: <\/em>https:\/\/hotelintel.co\/<\/em><\/a><\/small><\/p>\n

\u201cSo now you can come and pack my suitcase for me,\u201d<\/em> seems to be the classic response from all my friends when I tell them I\u2019ve just finished my butler class at Nailert Butler School<\/a>. Well I could, but that\u2019s not what being an exquisitely-trained butler is about. Knowing how to set the table, care for shoes, and pack a suitcase is a must, and all of this is covered at Nailert Butler School<\/a>, but what most people don\u2019t know is how to care for guests and provide true service excellence. Under the expert tutelage of Gary Williams, Principal of the British Butler Institute<\/a> at Nailert Butler School, I found out exactly how many hotels could raise their game.<\/p>\n

1.Have a standard<\/h3>\n

Setting standards and adhering to them is what will set you apart from your competitors. If your hotels use certain language, have a certain dress code, use a certain table setup, or offer silver service, follow your standard no matter what.<\/p>\n

2.Ladies first<\/h3>\n

I was on a plane from Samui to Bangkok. I had the aisle seat, another lady had the window seat, and my partner was in the middle, a thorn among roses. Yet when the cabin crew came round with the drinks, they served him first! My only guess is either he\u2019s better looking than me and the other lady, or he\u2019s a man \u2013 a Western man \u2013 and I\u2019m only an Asian woman. I can\u2019t stress this point enough because this is something I\u2019ve experienced throughout my career, especially in Asia. But a professional server attends to ladies and children first, no matter the social status, race, or looks.<\/p>\n

3.Ask questions<\/h3>\n

Strange though it may seem, lazy people end up with double the workload. My dad used to tell me a story about a man who asked his staff to tell him how many puppies his dog had just given birth to. The man came back and replied, \u201cFive, Sir.\u201d Then the boss asked how many males and females. The poor guy ran back and counted, then returned and explained, \u201cThree male and two female, Sir.\u201d Then the boss asked about the puppies\u2019 colors, and once again the man had to run and check. This pattern sounds all too familiar, so when a guest orders a drink, ask specific questions. If they want vodka cranberry, ask if they want house vodka or any brand specific, single shot, double, or triple. Some guests will even tell you how many ice cubes they want, so when in doubt, simply ask, \u201cHow do you like it Sir\/Madam?\u201d<\/p>\n

4.Ask again<\/h3>\n

\u201cDouble shot of Grey Goose, with two big ice cubes, and cranberry juice on the side?\u201d And then add, \u201cWill that be all, Sir?\u201d It shows that you care, you are here to please, and it will save you time in the long run in case the guest forgets something and calls you back again.<\/p>\n

5.Really know your stuff<\/h3>\n

There are times when you ask hotel staff for a recommendation and they just can\u2019t tell you. It is therefore a good idea for hotel staff, especially a concierge or butler, to be prepared to make recommendations to guests, and I\u2019m not talking about suggesting your guests go Google it. Invest in checking the surroundings of your area, make friends of those nearby restaurant owners and managers, try their food and services, and put yourself in a position to make a genuine recommendation.<\/p>\n

6.Keep your distance<\/h3>\n

One thing I despise is those resorts where staff greet guests with, \u201cHey Guys!!!!\u201d No! I\u2019m not at TGIF and no, I\u2019m not your friend. Yet even in more formal setting, quite often by the third day of your stay you\u2019re on friendly terms with the staff and they start to ask those personal questions \u2013 \u201cYou must be staying in hotels all the time?\u201d or \u201cYou must be getting paid a lot?\u201d In service, one can be friendly, but you should never be too familiar. Always remain professional.<\/p>\n

7.Be elegant<\/h3>\n

Do everything gracefully. There is nothing more irritating than dealing with staff who don\u2019t know what they\u2019re doing, don\u2019t do it well, don\u2019t speak up, and lack confidence. Confidence shows that a person is competent, and people feel at ease when dealing with staff who appear to be confident. Staff should be trained in manner, posture, gesture, how to approach the guests, how to speak, and the language to use. For example, if you lend a guest your pen and see they\u2019re about to slip it in their pocket and walk away with it, understatement beats confrontation every time if you want to get it back with causing a scene. \u201cExcuse me Sir, I wonder if I might borrow my pen,\u201d should do the trick.<\/p>\n

8.Love what you do<\/h3>\n

People who take pride in what they do and love what they do are happier than those who don\u2019t. It\u2019s not rocket science. If you hate your job, find something else to do. If you see your staff looking miserable of the job you gave them, maybe it\u2019s time to find them a different role because there\u2019s no amount of training from world-class schools that can make a difference when the attitude is wrong. This is an industry of passion, and as a guest I want to see that passion. Indeed, many guests are paying big bucks for that passion, so keep it fired up.<\/p>\n

For more information visit http:\/\/nailertbutler.com<\/a>\t\t<\/p>\n","protected":false},"excerpt":{"rendered":"

View the original post here: https:\/\/hotelintel.co\/ \u201cSo now you can […]<\/p>\n","protected":false},"author":2,"featured_media":3206,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[65,66],"tags":[],"class_list":["post-3205","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-thailand","category-thailand"],"_links":{"self":[{"href":"https:\/\/www.britishbutlerinstitute.com\/partnerships\/wp-json\/wp\/v2\/posts\/3205","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.britishbutlerinstitute.com\/partnerships\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.britishbutlerinstitute.com\/partnerships\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.britishbutlerinstitute.com\/partnerships\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.britishbutlerinstitute.com\/partnerships\/wp-json\/wp\/v2\/comments?post=3205"}],"version-history":[{"count":0,"href":"https:\/\/www.britishbutlerinstitute.com\/partnerships\/wp-json\/wp\/v2\/posts\/3205\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.britishbutlerinstitute.com\/partnerships\/wp-json\/wp\/v2\/media\/3206"}],"wp:attachment":[{"href":"https:\/\/www.britishbutlerinstitute.com\/partnerships\/wp-json\/wp\/v2\/media?parent=3205"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.britishbutlerinstitute.com\/partnerships\/wp-json\/wp\/v2\/categories?post=3205"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.britishbutlerinstitute.com\/partnerships\/wp-json\/wp\/v2\/tags?post=3205"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}