ASK NOT WHAT THE BUTLER DID, BUT WHAT HE CAN DO FOR YOU We all know the clich from the movies and board games about the butler doing it, but what was it the butler did? In the hotel environment, the butler can be a failed experiment or a service facility that commands high-rack rates and keeps occupancy rates at 100%. Where the butler fails in hotels, it is because he is cast in (frankly) degrading-to-the-profession roles such as "bath butler," "fireplace butler, "technology butler," "baby butler" (who provides rocking chairs and watches children), "dog butler," "ski butler," and "beach butler." The idea being that anything offering superior service in some small area is called a "butler" in an effort to siphon some of the prestige of the profession. At least when the term valet was extended to "dumb valet," that furniture item upon which one lays out clothing for the following day, there was no pretense that this was the real item. Fortunately for the profession, the public were not fooled or taken in by these "dumb butlers" and the practice has faded relatively rapidly-before it could sour the public mind on the concept of butlers in hotels. Fortunately also for the butlers working in top hotels around the world, who do justice to the profession, and the hotel managements who have recognized the value butlers bring to the bottom line and the repute of their establishments. In an industry that is completely premised on the idea of service, and in which service is a key differentiator, it's a no-brainer to institute butler service. Butlers have always represented the pinnacle in service quality. This book will go a long way toward bringing about and keeping on track a butler program. When used in conjunction with standard on-site training, it will cement in place a very successful butler service that will - Allow rack rates to be raised - Create a loyal following of repeat visitors - Enhance word of mouth - Increase new business - Raise service standards throughout the facility. All of which make the investment very sound. If you would like to become a butler in a hospitality setting, or think your hotel, spa, resort or private villa could benefit from an honest-to-goodness butler program, read this book.

A cutting†‘edge media history on a perennially fascinating topic, which attempts to answer the crucial question: Who is in charge, the servant or the master?†‹ Though classic servants like the butler or the governess have largely vanished, the Internet is filled with servers: web, ftp, mail, and others perform their daily drudgery, going about their business noiselessly and unnoticed. Why then are current†‘day digital drudges called servers? Markus Krajewski explores this question by going from the present back to the Baroque to study historical aspects of service through various perspectives, be it the servants’ relationship to architecture or their function in literary or scientific contexts. At the intersection of media studies, cultural history, and literature, this work recounts the gradual transition of agency from human to nonhuman actors to show how the concept of the digital server stems from the classic role of the servant.

Serving the wealthy and powerful is not for the faint of heart nor enthusiastically uneducated-it requires know-how developed over a millennium by the very people-British butlers-who have looked after the personal lives of the most discerning and demanding of individuals. In the really old days, failure could result in death; today, it merely results in firing. Yet there is no need for either, as there are right ways to conduct oneself and engage with employers, their families, and guests; and right ways to look after their prized possessions and beautiful properties. Whether looking back at the traditional world that helps define the butler; or analyzing the fast-changing world that offers its challenges to butlers in real time; or anticipating the future for our profession-a world populated by technology, including robots-and how best to prepare for it, this first of a two-volume series provides a voice in the ear of the thinking professional and a measure of stability for those entering the profession. The know-how presented has been brought together and updated for the 21st Century butler and household or estate(s) managers, and is furthermore equally applicable: a) to any private individual wishing to introduce or maintain high standards in their person life; and b) to any service industry where superior service is expected and appreciated by clients, consumers, patients, et al, and is, in fact, vital to the success of any company and its bottom line. 931 definitions are provided as footnotes and in a glossary to smooth the way for readers. The 125 color photographs and 785 pages of know-how gleaned over more than a quarter of a century of work in service, up close and personal, to the wealthy, as well as over six decades of living and learning, add up to a tome that is a must-have for any professional's library. For it not only provides an overview of this unique style of service and the expectations of others, but also the tools to succeed. In addition, the reader will have access to the author, who is Chairman of the International Institute of Modern Butlers, for advice on any service-related questions or difficulties. Volume I is the updated edition of the best selling book, "Butlers and Household Managers, 21st Century Professionals" and together with this Volume II, comprises the first and only comprehensive work on the service skills that have made butlers a household name (pun incidental) and the envy of anyone wishing to provide superior service.

A comprehensive and wide-ranging introduction to operational hotel management, this textbook brings together business administration, management and entrepreneurship into a complete overview of the discipline. Essential reading for students of hospitality management, the book also benefits from online support materials.

Every company has a personality. Does yours help or hinder your results? Does it make you fit for growth? Find out by taking the quiz that’s helped 50,000 people better understand their organizations at OrgDNA.com and to learn more about Organizational DNA. Just as you can understand an individual’s personality, so too can you understand a company’s type—what makes it tick, what’s good and bad about it. Results explains why some organizations bob and weave and roll with the punches to consistently deliver on commitments and produce great results, while others can’t leave their corner of the ring without tripping on their own shoelaces. Gary Neilson and Bruce Pasternack help you identify which of the seven company types you work for—and how to keep what’s good and fix what’s wrong. You’ll feel the shock of recognition (“That’s me, that’s my company”) as you find out whether your organization is: • Passive-Aggressive (“everyone agrees, smiles, and nods, but nothing changes”): entrenched underground resistance makes getting anything done like trying to nail Jell-O to the wall • Fits-and-Starts (“let 1,000 flowers bloom”): filled with smart people pulling in different directions • Outgrown (“the good old days meet a brave new world”): reacts slowly to market developments, since it’s too hard to run new ideas up the flagpole • Overmanaged (“we’re from corporate and we’re here to help”): more reporting than working, as managers check on their subordinates’ work so they can in turn report to their bosses • Just-in-Time (“succeeding, but by the skin of our teeth”): can turn on a dime and create real breakthroughs but also tends to burn out its best and brightest • Military Precision (“flying in formation”): executes brilliant strategies but usually does not deal well with events not in the playbook • Resilient (“as good as it gets”): flexible, forward-looking, and fun; bounces back when it hits a bump in the road and never, ever rests on its laurels For anyone who’s ever said, “Wow, that’s a great idea, but it’ll never happen here” or “Whew, we pulled it off again, but I’m tired of all this sprinting,” Results provides robust, practical ideas for becoming and remaining a resilient business. Also available as an eBook From the Hardcover edition.

This introductory textbook provides a thorough guide to the management of food and beverage outlets, from their day-to-day running through to the wider concerns of the hospitality industry. It explores the broad range of subject areas that encompass the food and beverage market and its five main sectors – fast food and popular catering, hotels and quality restaurants and functional, industrial, and welfare catering. New to this edition are case studies covering the latest industry developments, and coverage of contemporary environmental concerns, such as sourcing, sustainability and responsible farming. It is illustrated in full colour and contains end-of-chapter summaries and revision questions to test your knowledge as you progress. Written by authors with many years of industry practice and teaching experience, this book is the ideal guide to the subject for hospitality students and industry practitioners alike.