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The rise of hotel butler service


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Many butlers receive professional training—either within the hotel chain itself or through an organization like the Guild of Professional English Butlers—but they must also possess certain natural character traits in order to excel at their job. They should be flexible and accommodating to a guest’s needs; capable of dealing with people of all ages and from different cultures; friendly, loyal and immaculate in their grooming; and, yes, very discreet.

“We can fulfill any need a guest has—as long as it won’t break the law,” says Tania Pardo-Koehler, a Personal Assistant at the Tides South Beach. Thus, when one Middle Eastern family decided at 6 p.m. that it needed an 80-foot yacht by the next morning, Pardo-Koehler found one in Puerto Rico, had it brought to South Beach overnight, and made sure that it was sparkling clean by the time the guests took possession.

Another time, says Pardo-Koehler, she obtained all the items on a royal shopping list (e.g., $500,000 worth of Hermes products, two cases of Cakebread Chardonnay, 80 cases of corn flakes) and had everything on the guest’s private plane in less than 24 hours. “That one put me on my toes,” she recalls.

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As butler service becomes de rigueur at a certain class of establishment, hotels are seeking to differentiate themselves by inventing new types of specialized butler services. Jumby Bay, a Rosewood Resort on a private island off the Antigua mainland, has “sorbet butlers” who walk the beach each day at 11 a.m. offering the iced dessert to guests. The Conrad Chicago, meanwhile, employs a “bath butler” on its executive floor, whose task it is to fill the tub, add the right scent, sprinkle rose petals on the water and even place champagne and strawberries within easy reach.

Image: Parrot Cay Resort & Spa (Turks and Caicos)
Parrot Cay
Guests staying in the larger villas (two-bedroom and up) at the 1000-acre Parrot Cay Resort & Spa in the Turks and Caicos enjoy dedicated service from butlers who, among other round-the-clock chores, manage their village, coordinate food and beverage requests and arrange excursions and spa treatments.

At the Ritz-Carlton South Beach, a “tanning butler” patrols the pool and beach area from 11 a.m. to 3 p.m. on weekends, spreading suntan lotion, cleaning sunglasses and misting down bronzed guests. And the Park Hyatt Tokyo gives its V.I.P. clientele access to “entertainment concierges,” who personally escort their guests around town, introducing them to insider bars or boutiques, helping with gift purchases and serving as an ongoing liaison with the hotel staff.

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Having such a never-say-never helper at your constant service may be priceless, but it usually won’t cost you a dime (unless you choose to present your butler with a “thank you” gift or gratuity). That’s not to say that you should forget about money entirely. Remember, you may not have to pay your butler for arranging a private helicopter tour, but you still have to pay for the helicopter.

Still, you won’t see a line item on your bill marked “Butler.” So take advantage of the extra help—have your butler press your clothes, shine your shoes and dust a few specks of lint from your jacket while helping you to get ready. Then invite some friends over to your suite for cocktails and canapés. And when your guests ask you how you manage to mix such a perfect martini, just give a discreet nod to your Man Friday and tell them, “The butler did it.”



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