At Sam Hospitality, we strive to become the best Hotel Butler Training providers. We come to your Hotel to offer butler training in-house/ on-site and we will train your Hotel staff to reach the highest level of service to match your guest’s very high expectations.
DurationHotels, resorts, and safari lodges are moving away from the traditional waiter/ bartender operations to butlers. The introduction of butlers in Hotels is an exciting one because now guests can have a dedicated Butler for the duration of their stay (from check-in right to check-out).
At Sam Hospitality, we strive to become the best Hotel Butler Training providers. We come to your Hotel to offer butler training in-house/ on-site and we will train your Hotel staff to reach the highest level of service to match your guest’s very high expectations.
What Topics Does The Hotel Butler Training Contain?
During our Hotel Butler Training we focus on topics:
The duties and responsibilities of the Hotel butler
Guest awareness
The butler skills and providing 7-star customer service
Wine knowledge and service
Food and wine pairing guidelines
Attention to detail
Excellent communication skills
Creating a mind-blowing guest experience
Personal presentation
Proper mise-en-place
Table setting and food service
Dealing with VVIP guests
Housekeeping turn-down service
We specialize in on-site training for 4 star and 5-star Hotels in South Africa, Lesotho, Mauritius, Seychelles, Namibia, Botswana, Zambia, Zimbabwe, Ghana, Nigeria, Tanzania, Kenya, Morocco, United Arab Emirates, Qatar, Oman, Saudi Arabia, Cambodia, Maldives, Barbados, Bahamas, USA and many more.
We offer customized Hotel butler training that directly benefits your establishment through our easy-to-understand explanations and the use of role-playing exercises. Our trainers and facilitators being many years’ experience in the hospitality industry and have the expertise to provide training that leads to tangible results, great guest feedback, proud staff members, and positive work habits.
This is the best butler training for Hotels in SA and other countries
Service Excellence
Hotel butlers play an important role in providing personalized service to Hotel guests.
This topic contains the following elements:
Importance of the guest in the Hotel
The guest as a source of revenue
The impact of the guest on the hotel
Guest satisfaction and hotel profitability
Annoying Habits
Anticipating guest needs
Maintaining good customer care
Confidentiality of company and guest information
Personal presentation
Personal development
Guest awareness
One of the primary duties of a hotel butler is to ensure that guests' needs are catered for from the time they check-in, until check out.
This topic contains the following elements:
Greeting of guests
Promoting facilities and services
Guest expectations
Guest reaction to poor customer service
Guidelines for superior guest care
Guest care in other fields and industry
Improving guest care
Effective communication
Range of guests
Guest Complaints and Improving Service
Advantages of complaints/customer feedback
Methods of dealing with guest-related issues
Range of guest complaints
Common guest complaints
Methods to satisfy irate guests
Guest complaints procedure
Written complaints
Documenting complaints
Complaint follow up action
Do’s and don’ts of guest complaints
Complaints practices / Requirements for superior guest care
Hotel butler presentation
Dress Code and Personal Hygiene of a Butler
Maintaining Personal Cleanliness and Hygiene
Hygiene Standards
Professional Appearance
Professional Appearance
Uniforms
Jewellery
Hair, Moustaches, Beards, and Nails
Dress
Illness
Organisational Policy
Common Illnesses and Interaction
Guest Pre-arrival Preparation
The butler's guest pre-arrival preparation training includes the following:
Ensure that guests' preferences are provided upon arrival to the resort, including choice of beverages, etc.
Offering pre-arrival butler forms for guests to fill out, ensuring that the butler is prepared for any special requests such as dietary restrictions, babysitting needs, or special occasions.
Arranging airport transfers for the guests.
Preparing registration forms for guests.
Preparing welcome cocktail and reftreshing towels for guests.
Guest Arrival Procedure
The butler's guest arrival procedure training includes the following:
Meeting, greeting, and offering the guests cool or warm welcome towels.
Providing welcome drinks or cocktails for the guests.
Offering private check-in for guests.
Ensuring that the guest's accommodation is ready.
Introducing guests to their accommodation facilities, including in-room beverages, how TV, air conditioner works, and all other important information that will make the guest’s stay comfortable.
Unpacking the guest’s luggage as necessary.
Pressing the guests' first night clothing.
Enquiring about the guest's dinner times and preferences.
Butler's Evening Service
Our Hotel butler's evening service training includes the following:
Bringing the guests’ amenities before dinner.
Escorting guests to the restaurant for dinner where they have reserved a beautifully decorated table.
Ensuring that the guests' suite is turned down and has all the amenities of the night. Hotel rooms turn-down includes removing cushions from the bed, folding the duvet, closing curtains, laying gowns/ bathrobes and slippers on either side of the bed, switching on the aircon to the desired temperature, laying the breakfast menu and chocolates on top of each pillow, putting still water on each side of the bed, switching off main lights and switching on bedside lamps, etc. Turndown service varies from one Hotel to the other.
7 Star Hotel Butler Service
7-star butler Hotel service
Hotel facilities and services
Introducing the guests to their rooms/ villas/ chalets
Showing your guests around and what is available
Showing your guests' complimentary items
Offering refreshments to your guests
Getting details about your guest's interests
Preparing bush dinners for your guests
Preparing romantic dinners for your guests
Booking your guest's dinner, lunch, and breakfast
Proper wine service - still and sparkling
Selling exclusive wines
Dealing with Guests' Arrival
Preparation for Guest Arrival at the lodge
Customer needs
Preparation of guest documentation
Special Requests / Requirements
Interdepartmental communication
Check-In Processes
Registration
Customer arrival
Promoting product services
Customers without reservations
Special circumstances
Importance of accuracy
Methods of payment
Completion of the registration process
Superior Guest Care
Superior Guest Care
Effective guest care
Efficient work practices
Customer Information
Accurate information
General knowledge
Customer needs
Sources of information
Maintaining information displays
Handling information requests
Range of Information
External Services
Contacting service providers
Booking external services
Transport services
Restaurant reservations
Delivering items
Guest Relations and VIP Guests
Customer relations
Developing rapport with guests
Complaints and Queries
Guest relations and guest requests
Housekeeping duties
VIP guest service
VIP satisfaction
Guest confidentiality
Working in VIP and guest areas
Record keeping
Hotel Facilities and Services
Hotel facilities offered
Housekeeping & Turn-down facilities
Origami training - folding towels to decorative shapes
Courtesy bar/lounge
Room service
Breakfast & Dinner
Information about game drives
Demonstrating facilities
Laundry services
Pressing services
Polishing shoes
VIP Guests & Executive Areas
Dealing with VIP Guests
Packing procedures
Interrelationship of cost, time, and stock Levels
Bar set-up
Foodservice
Bush dinner set up
Romantic dinner set up
Serving cold beverages
Serving drinks off a tray
Presenting and opening a bottle of wine
Tasting and Pouring Wine
Opening a bottle of champagne or sparkling wine
Maintaining stock levels
Tidiness and cleanliness of guest areas
Tidying up the guest bedroom
Towel origami and replace used towels
Romantic bedroom and bathroom set up
Replacing bathroom amenities
VIP turn-down service
Sam Hospitrain (Pty)ltd t/a Sam Hospitality Training Academy is a well-established and well-known hospitality training provider which delivers high quality on-site training to to high end Game Lodges, Resorts, Hotels, Luxury Villas, Guest Houses and Restaurants in South Africa and other countries.
Operating since 2011 in South Africa, we are dedicated to providing personal, professional and quality training and support to every level of the front of house in the hospitality sector.
Over the years, we have gained extensive experience having had trained top hospitality establishments in South Africa and neighbouring countries, from 5 star private game lodges to top resorts, hotels, exclusive guest houses and boutique hotels and luxury villas.
We offer the following training: game lodge butler training, housekeeping training, waiter training, front office training, customer service course, guest house management courses and many other short courses in the hospitality industry.
Our offer on-site training to hospitality establishments in all provinces of South Africa and other countries. We also offer a wide range of distance learning courses.
In Which Countries Do We Deliver Our On-site Training:
Our unique on site training is delivered to any hospitality establishment across Africa including South Africa, Lesotho, eSwatini, Namibia, Botswana, Mozambique, Zimbabwe, Zambia, Malawi, Kenya, Tanzania, Rwanda, Ghana, UAE, Qatar, Maldives, and the Middle East. Our experience in working with top hospitality establishments has helped us become Africa's leading hospitality training provider.
What Makes Us Unique And Different From Other Training Providers?
At Sam Hospitality, we understand that each hotel, game lodge, resort, villa or guest house is unique. We discuss with each company management to identify your training needs that will best achieve each company’s objectives.
We incorporate our training with your existing standard operating procedures (SOPs), thus giving your staff training that is specific to their organization, using the language that they understand. This is what makes us unique and what makes many establishments enjoy working with us.
There are 100’s of providers, consultants and operators that come with the same “standard” rigid formulas for management, standardized packages and expensive but unnecessary organizational structures. We offer you tailored solutions and what we think you need and not the one-size-fits-all approach.
On site/ In-house Hospitality Training:
We will deliver training on site, at your designated venue, at an agreed time frames. Customized training material is developed to the client’s specifications and needs.
All in-class training can be done on-site and most practicals can be done in the comfort of the learners’ environment. We tailor programs to suit your specific course and within time frames chosen by you.
The beauty about onsite training is that you do not have to worry about travel and accommodation expenses for your staff. We come to you and you only accommodate us for the duration of the training.
Distance Learning Courses:
Are you looking at booking your staff any our distance learning courses? We offer good discounts to hotels that enroll 10 or more staff. Staff can continue training while working.
Our distance learning allows for staff to do training during their spare time, at their own space and submit assignments whenever they are ready. Our online hospitality training courses are suitable for both hospitality establishments and individuals wanting to build a career in the hospitality industry.
We believe that there is a strong need for on-going training for hospitality staff to keep up with the ever-growing demand. Most establishments believe that staff need just a once-off training then they will manage.
We believe that training every 6 months will keep staff well informed and motivated to produce more than 5 star service. Our hotel training courses will ensure that either staff of people who want to get into the hospitality industry, offer the best possible service.
We walk the journey with you and work hand-in-hand to identify current training needs and deliver the same. As a resort, hotel, lodge or villa, you need to set a budget for staff training and development, not only because there's high staff turnover in the hospitality field, but because research has shown that hospitality establishments that invest in staff training have high staff retention.
5 Star Hospitality Training
We will all agree that maintaining 5-star hospitality standards is challenging and may be very difficult without constant monitoring of staff.
We, therefore, recommend that staff training happens every 6 - 12 months to keep the momentum and keep staff monitored and informed of the ever-evolving hospitality trends.
Let us take care of the training and development of your team while you focus on the bigger things.
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