Hotel Butlers, The Great Service Differentiators Paperback – March 12, 2009

I bought this book because personal service is my business, and Mr. Ferry is a professional with a lot of experience. He writes well and provides valuable information and good anecdotes.

This book was no longer available at book stores so it was a great find here at Amazon.

Mr. Ferry has produced a handbook for training Hotel Butlers that can be used in a wide variety of hospitality venues from large properties with numerous suites served by butlers to smaller boutique resorts and spas offering butler service in very intimate settings.The objective of this manual in all of these situations is to train and promote great service and inspire butlers with attitude, skills and focus to wow guests as though they were being served in their own homes.First there is the discussion of butlers in a historical context and their evolution from servants to professionals over the years. The hotel butler is in a different role than the single family butler because multiple guests replace single employer as the central focus of service. The purpose of the butler remains the same " to smooth the lives of those who he or she serves" Understanding this role is key, and Mr. Ferry then moves on to the skills that enable the butlers to execute their mission with efficiency.Skills involved include how to handle many of the more common situations that arise in terms of etiquette and navigating the "sticky wickets" or complicated situations that often arise. Then there is excellent discussion of some of the systems that are used for butlers to communicate effectively- the white board, the passport, the radio systems and protocols. Packing and unpacking, shoe care, laundry, setting the table and serving the proper English tea are but some of the many details of the butler trade that are covered in expert fashion.The book ends up with a wide range of check lists that are wonderful templates ready to be customized to the particular hospitality location. Guest Room readiness checklist, list for organizing a dinner party and a guest record form are just a few of the great organizing tools that Mr. Ferry has provided."Hotel Butlers, The Great Service Differentiators" is a clear guide to explaining butler service and how it can be done to a high standard by motivated professionals.

Ok

For any individual devoted to service, in or outside Hospitality market and/or Private Service.Excellent "Appendices" included."Other Articles" written by the author and included in the book should be updated for new ones in future editions.Easy to read, leaves one willing to read and research more on the subject.