We have trained some of the best villas in Cape Town and other areas. Our training will equip your housekeeping team and butlers with the skills to maintain very high standards and exceed guest expectations.
Our butler training covers the following departments:
During our villa butler training we cover on topics:
The duties and responsibilities of the luxury villa butler
The butler skills and providing 5-star customer service
Wine knowledge and service
Food and wine pairing guidelines
Attention to detail
Excellent communication skills
Creating a mind-blowing guest experience
Table setting and food service
Dealing with VVIP guests
Housekeeping turn-down service
We specialize in on-site training to villas in South Africa and other countries.
We offer customized training that directly benefits your establishment through our easy-to-understand explanations and the use of role-playing exercises. Our trainers and facilitators bring many years of 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.
Villa butlers play an important role in providing personalized service to guests.
This topic contains the following elements:
Importance of the guest in the villa
The guest as a source of revenue
The impact of the guest on the organization
Guest satisfaction and company profitability
Anticipating guest needs
Maintaining good customer care
Confidentiality of company and guest information
One of the primary duties of a villa 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 reaction to poor customer service
Guidelines for superior guest care
Guest care in other fields and industry
Improving guest care
Range of guests
Dress code and personal hygiene
Maintaining personal cleanliness and hygiene
Hair, moustaches, beards, and nails
Common illnesses and interaction
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 refreshing towels for guests.
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.
Our villa butler's evening service training includes the following:
Dining table setup.
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. Guest room 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 game lodge to the other.
5-star service contains the following:
Villa facilities and services
Introducing the guests to their rooms
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 romantic dinners for your guests
Booking your guests dinner, lunch, and breakfast
Proper wine service - still and sparkling
Selling exclusive wines
Booking other services and excursions for guests
Meeting the guests at the airport
Preparation of guest documentation
Special requests / requirements
Accuracy of information
Methods of payment
Completion of the registration process
Developing rapport with guests
Complaints and Queries
Guest relations and guest requests
VIP guest service
Working in VIP and guest areas
Gym, swimming pool and other facilities offered
Housekeeping & turn-down service
Origami training - folding towels to decorative shapes
Breakfast & dinner
Information about excursions in the area