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

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About the Author

Steven Ferry, born and raised in England, has published more than twenty books since he began his writing career. Prior to that he worked as a butler, and before that, as a teacher. He now lives in Florida and New Mexico with his wife, where he continues to write, teach and consult.

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First Sentence
For most people today, butlers are amusing mannequins on the screen, sometimes starchy, sometimes scathingly sarcastic, but forever symbolizing the discrete pleasures available to those who have arrived. Read the first page
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Most Helpful Customer Reviews on (beta) 3 reviews
5 of 5 people found the following review helpful
A very practical guide 29 Nov 2004
By Werner Leutert - Published on
Format: Paperback
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.
0 of 1 people found the following review helpful
Very good book for those interested in providing good service. 26 Jan 2013
By danaraymond - Published on
Format: Paperback Verified Purchase
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.
0 of 1 people found the following review helpful
Hotel Butlers: The Great Service Differntiatiors 16 May 2009
By Dean Thorstenson - Published on
Format: Paperback
This book was no longer available at book stores so it was a great find here at Amazon.
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