Nov 30, 2019 • 8 min read
Butler services, once primarily associated with the elite, are increasingly becoming standard offerings at premier hotels throughout the US. Notable establishments like The Chatwal: The Luxury Collection in New York City and The Spectator in Charleston now provide butler service to all guests, regardless of their accommodation tier.
“Every one of our guests gets a butler, not just the ones staying in the Penthouse. Although VIPs receive more specialized attention, each guest enjoys the benefits of their own butler,” stated Brandon Short, Director of Butler Services at The Chatwal.
What is a butler?
Butlers are highly trained service professionals, either trained in-house by the hotel or through prestigious organizations such as the Guild of Professional English Butlers. This specialized training equips them to handle a wide range of requests, no matter how unique. They are adept at both routine tasks—such as steaming a silk dress or properly turning down a bed—and the nuanced art of guest interaction, ensuring a seamless and luxurious experience.
“When guests arrive at the hotel, they often feel intimidated. Some may be unsure how to utilize my services or how much to request. Additionally, many are concerned about privacy, so I reassure them that I maintain discretion, never revealing names or specifics about what occurs, as that is solely between me and the guest I serve. My discretion is paramount,” Short added.
What exactly do butlers do?
Butlers like Short and David Hood, who manages the butler program at The Spectator, do much more than simple errands or unpacking luggage. They proactively anticipate guests’ needs, often fulfilling them even before check-in. They are frequently tasked with managing unusual or unexpected requests from a diverse clientele. For Hood, one particularly memorable experience involved assisting a guest in an unusual predicament.
“I once had to assist a guest whose hair became entangled with the faucet in the jacuzzi. I had to carefully untangle it so she could extricate herself. She was undoubtedly more embarrassed than I was,” Hood recounted.
Everyday butler life
Despite the occasional surprising occurrence, the daily life of a butler is fairly routine. Short’s responsibilities encompass managing food orders, arranging guest services, greeting check-ins, overseeing checkouts, and meticulously preparing fruit trays (a task he takes great pride in). Moreover, overseeing junior butlers adds another layer of duty. The daily grind can be quite hectic.
“Some days, I feel like I’m running around endlessly, as I handle shopping, prepare fruit plates, manage up to 40 arrivals each day, and ensure each guest’s requests are fulfilled. Often, I leave the hotel somewhat breathless due to the rapid pace of activity,” Short explained.
The weirdest things that happen to butlers
The incredible stories that managers encounter—those that leave even the most seasoned butlers surprised—can be a highlight of their otherwise demanding roles. While confidentiality is crucial, they can share anecdotes of odd requests and experiences. For example, Hood once encountered a guest with a rather unconventional service animal.
“I once had a client who arrived with a possum instead of the expected dog as their service animal. That was certainly an unusual sight,” Hood said, chuckling.
In addition to the peculiar, butlers often receive exceptional requests from distinguished clientele. Short shared a particularly memorable instance involving a high-profile guest.
“I had a privileged guest once, very used to getting what she desired. One day, we received a package from her travel agent containing an enormous quantity of milk. She had planned for a private milk bath in her hotel room and requested us to prepare it for her.”
The most fulfilling parts of the job
Although the quirky requests add excitement, Short’s most memorable experiences stem from genuine connections rather than eccentricities. He recalled a visit from Saudi Arabian royals, describing it as the pinnacle of his career.
“I served as the dedicated butler to their highnesses, and the rapport we developed was remarkable. At times, it felt more personal (always remaining professional, of course). When the prince expressed that I felt like family to him, it was a compliment beyond words. His head of security remarked that he had never seen such a relationship with a hotel employee before, which was incredibly flattering to hear,” Short recalled.
According to Hood, it’s the personal connections and level of service that make their roles rewarding.
“As a butler, offering an elevated level of service becomes deeply personal. You often get to know guests, their families, and friends intimately. We strive to create a family-like atmosphere. In Charleston, guests usually stay for two to three days, giving us a brief window to establish connections and make lasting impressions. Ultimately, my greatest accomplishment is ensuring guests feel happy, comfortable, and eager to return,” Hood explained.
Sometimes mistakes do happen
Even though butlers are among the most professionally trained staff in the hospitality industry, they are not infallible. Mistakes, while rare, can occur and lead to amusing situations.
“We once had a reservation for honeymooners, a common scenario, so I prepared the room to make their arrival special. When the guests checked in, I welcomed them warmly, highlighting how lucky they were to have found each other at such a poignant time in their lives, especially considering they were seniors. They exchanged puzzled looks. The wife then revealed, “We met years ago; we were high school sweethearts and have been married for 54 years.” It turned out the front desk had swapped rooms without informing me. We all shared a good laugh over that mix-up,” Short shared.
Despite occasional oddities, being a butler remains a prestigious career choice, gaining traction as luxury hotels recognize the added value of butler services.
“The hospitality sector is highly competitive, particularly among luxury brands. Consequently, I believe more upscale hotels, especially in rapidly developing areas like Charleston, will soon implement butler services to enhance guest experiences,” Hood affirmed.
Dos and don’ts when you’re offered butler services
For those unfamiliar with the offerings of a butler, the numerous stories can seem quite overwhelming. “If I can’t request a milk bath, what exactly can I ask for?” To assist with this, here are several dos and don’ts when engaging with a butler:
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– You can request specialty soap for your bath, but please do not expect them to run the bath for you.
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– You may ask your butler to schedule a massage, but they are not able to serve as the masseuse.
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– You can request assistance with dinner and a show reservations, but it is inappropriate to invite them along as your date.
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– You may ask for help getting dressed, but keep modesty in mind and limit nudity.
