60+ Years Combined Hospitality Experience Call/ WhatsApp: +27 82 765 9238 Email: training@hospitalitycourses.co.za

Resort Butler Training | On-site Butler Training for 4 and 5 Star Resorts

5 Star Resort Butler Training

High end Resorts, Hotels and Safari Lodges are moving away from the traditional waiter/ bartender operations to butlers. The introduction of butlers in Resorts 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 are leaders in 5 Star Resort Butler Training. Yes, we come to your Resort to offer butler training in-house/ on-site and we will train your Resort staff to reach the highest level of service to match your guest’s very high expectations.

What Topics Does The Resort Butler Contain?

During our Resort butler training we focus on topics:

The duties and responsibilities of the Resort 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 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 Resorts in South Africa, Namibia, Zambia, Mauritius, Mozambique, Seychelles, Zanzibar, Dubai, Maldives, French Polynesia (Bora Bora), Maldives, Morocco, Canary Islands and many other countries.

We offer a customized Resort 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 a training that leads to tangible results, great guest feedback, proud staff members and positive work habits.

We thrive to be the best butler training for Resorts in SA and other countries

Service Excellence

Resort butlers play an important role in providing personalized service to Resort guests.

This topic contains the following elements:

Importance of the guest in the Resort
The guest as a source of revenue
The impact of the guest on the Resort
Guest satisfaction and company 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 Resort 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

Resort 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:

Ensuring 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 refreshing towels for guests.

Guest Arrival Procedure

The butler's guest arrival procedure training includes the following:

Meeting, greeting and offering the guests refreshing 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 Resort 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. Resort turn-down service includes removing cushions from the bed, folding the duvet, closing curtains, laying gowns/ bathrobes and slippers on either sides 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 Resort to the other.

Dealing with Guests' Arrival

Preparation for Guest Arrival to the Resort
Customer needs
Preparation of guest documentation
Special Requests / Requirements
Interdepartmental communication
Check-In Processes
Registration
Customer arrival
Promoting product services
Customers without advance reservations
Special circumstances
Importance of accuracy
Methods of payment
Completion of 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 Housekeeping

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

Resort Facilities and Services

Resort 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
Food service
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 replacing used towels
Romantic bedroom and bathroom set up
Replacing bathroom amenities
VIP turn-down service

5 Day Butler Training For Resorts | Unique & Intensive On-The-Job Training

Resorts, Game Lodges and Hotels are moving away from the traditional bartender/ waiter operations. Most 5 Star Exclusive Resorts are now giving guests the opportunity to have a dedicated butler while exclusive resorts and Resorts dedicate some certain suites for butlers and offer the butler service as an extra or exclusive service.

The idea is to give the guest a more personalized service. Butler service gives guests the opportunity to have someone to look after them for the duration of their stay, from checking in to checking out.

We are proud to offer a unique Resort Butler Training Program to assist Resorts and private game reserves get their butlers to deliver a unique and mind blowing experience to their guests.

We understand that each private game reserve or Resort operates in unique way, hence we work to offer Resort butler training in a more tailored approach as opposed to the one-size-fits-all-approach. We work with your exciting standard operating procedures (SOPs) and find ways to develop a more effective and unique way of offering your service.

It is so important that you remain unique and not have guests feeling like you are nothing different from the other lodge they have stayed at. Our 5 day butler training is designed for Resorts in South Africa and other countries. We cover all aspects of the butler job within a private game reserve.

In today's hospitality world, it i important to always find ways to better your guest experience. This will ensure more business as guests do the marketing for you you. Highest service standards cannot be achieved without intensive training to your staff.

We are here to assist you make the best out of your staff by providing our unique & intensive Resort butler training. We aim to offer butler training that is unique to your Resort. We offer on-site / in-the-job training to Resorts in the following areas:

South Africa
Mozambique
Namibia
Seychelles
Zambia
Mauritius
Dubai
Qatar
Maldives
Barbados
Bahamas
Florida
Canary Islands
French Polynesia (Bora Bora) and many other locations

Our Resort butler training can be done onsite/ in-house or you can enroll your staff for our distance learning course. If you would like us to come to your Resort to deliver our butler training onsite, please contact us.

Over the years, we have offered best butler training to exclusive private game reserves, resorts and other hospitality establishments.

Whether you would like us to give your butlers a refresher course or you would like to set up the department from scratch, we are game!

Our facilitators and trainers are experienced in Resort butler training, having had trained some of the best Resorts in South Africa.

With our training done onsite, you are guaranteed that your team of butlers will receive fully customize training, in the comfort of their environment and using the tools that they use in their everyday career lives.

We guarantee success through having a thorough understanding of our client needs and expectations and delivering clear, concise and standardised training and continual follow-up. We have vast experienced having had trained top Resorts in South Africa and other countries

We work with clients to build trauining programs that match their requirements, so that staff are consistently delivering outstanding service. This is backed up by the development of clear, concise, course content and training materials centred on our clients’ needs.