Diploma-Butler Service Management

The fact that butlers used to serve their employers during long periods of time –in many cases, the butler’s whole life- put them in an unparalleled position: they got to know their employers like no one else does, which allowed them to anticipate their needs, ensuring that those needs were satisfied just as they had been requested, guaranteeing the quality of the service provided and, therefore, the employers’ full satisfaction. As the Hotel industry evolved, hotels not only adopted infrastructures never before imagined but also developed and perfected the services available to their guests in order to make them feel more comfortable and foster differentiation within the industry. One of such newly developed services is the Hotel Butler. Which is the difference then between this type of butler and the traditional butler? In my opinion, the main difference lies in the active role of the Butler in today’s Hotel Industry. As any business, Hotels are concerned with profitability. This is achieved through high occupancy levels, which is a result of customer -i.e., guest- loyalty. Customer loyalty is not simply a matter of meeting the customers’ expectations, but of exceeding them. How can we possibly meet guests’ expectations if we don’t know what they are? How can we exceed guests’ expectations regarding a particular service if we don’t know what they expect from it?