BUTLER SERVICE
CONVERSATION BETWEEN
A BUTLER AND GUEST
When guest arrives, the butler will:
• Guest great upon arrival with a welcoming smile
• Carry/ coordinate luggage handling
• Escort guest to the front desk and process registration
• Escort guests to his suite
• Provide the guest with all information regarding hotel and suite facilities
• Offer welcome beverage/ culinary trades
• Offer to unpack guest luggage
• Handle shoe polishing
• Handle ironing of clothes
• Take note any request guest may have on arrival
Arrival of Guest
• Butler: Good morning! Sir, welcome to
__________hotel, I am _____ your
personal butler and I will serve you
during your stay.
• Guest: thank you
• Butler: how are you today sir?
• Guest: good, thank you.
• Butler: Well, may I assist you Sir? Do
you have any luggage?
• Guest: yes please….
Assist Luggage
B u t l er t a k e s t h e l u g g a g e f o r m t h e b a g g ag e
a n d c h e c k s i t s c o n d itio n
• B u t l e r : ex cu s e me S i r? …… Yo u h av e o n e
o n l y o n e l u g gage. I s t h at co r r ect S i r?
• G u e s t : Yes … … . . t h at ’s r i g ht…
• B u t l e r : Wo u ld yo u l i k e t o f o l low me t o t h e
F r o n t D e s k S i r?
• G u e s t : o f co u r se
• B u t l e r : Th i s w ay S i r,
• G u e s t : Th an k yo u
At the Front Desk
• At the front desk, guest will do the registration.
Butler will take care of the guest luggage and put a
luggage tag.
• In some cases, butler will help/ assist the guest to
do the registration
• Butler must be clever enough to get the name of the
guest.
• After registered the butler will escort the guest to
the room
Escort to room
• Butler: Are you ready to go to your
room MR./Ms. _______?
• Guest: Yes ……. I am
• Butler: Mr./Ms. ____ your is located
on the fifth floor, follow me
please……..
• Guest: Sure…..
Hotel Facilities
• While escorting the guest the butler
will explain about general
information about hotel and facilities
• At this moment the butler tries to
promote the hotel product.
Explain Hotel Facilities
• Butler: Excuse me Mr./Ms. ____, for
your information our restaurant is
located on the first floor next to the Pool
bar. It is open from 7:30 AM – 11:00 PM.
We serve a buffet breakfast from 7:30
AM – 11:AM, lunch and dinner. We have
gym as well. The gym is located at the
ground floor behind the lobby and
business center also in the same floor
beside the gym, if you want to do a
fitness, you can use our gym free of
charge from 6:00 AM -6:00 PM
• Guest: Lovely
Hotel Facilities Sample
O u t s i d e c a t e ri ng s e rvi c e
Spa
100 S e a t i ng c a p a c i ty r e s t aurant
S emi o p e n & o u td oor r e s t aurant
150 C a p a c i ty o u td oor t e rra c e
P o o l s i d e b ar
45 S e a t i ng c o n f e re n c e r oom
C a r p ark i ng
35 S e a t i ng p riva t e a i r - c on d i t i on i ng d i n i ng
S w immi ng p o ol / J ac uzzi r oom
P u b l i c c omp ute r Wa t e r p u ri f i c a t i on s y s t em
D i s a b l e r ooms & Inte rc on ne c t i ng rooms S u n s e t b o a t t ri p
24 H o u r s e c u ri ty Gift shop
Guest Service Sample
M e e t i ng f a c i l i t i e s
24- H our r oom s e rvi c e
E - B i k e & h ors e c a r t r e n tal
F r e e wi re l e s s i n t e rne t a c c e s s
A i rp ort t rans f e rs
C omp l ime ntary u s e o f h o te l b i c yc l e
B a bys i t t i ng o n r e que s t
L a u n dry s e rvi c e
24- H our d o c t or o n c a l l
T o ur & e xc u rs i on s
24 H o u r c o n c i e rge
Bedroom Facilities
1 . B e d : Ty p i c a l l y a q u e e n , k i n g , o r t w i n - s i z e d 6. Te l e p h o n e : F o r m a k i n g l o c a l a n d
bed with comfortable bedding and pillows. international calls, and sometimes with a
direct line to hotel services.
2 . B a t h r o o m : E n - s u i t e o r a d j a c e n t b a t h ro o m
with a toilet, sink, and shower or bathtub.
7. Wi-Fi: Internet access available in the room.
3. Furniture: This may include a bedside table,
desk or work area, chairs, and possibly a 8 . M i n i - B a r : S m a l l r e f r i g e r a t o r s t o c ke d w i t h
w a r d ro b e o r c l o s e t f o r s t o r a g e .
b e verage s an d sn acks (may b e ch argeable).
4. Air Conditioning /Heating : Climate control
s y s t e m f o r r e g u l a t i n g r o o m t e m p e ra t u re . 9 . C o f f e e / Te a M a ke r : F a c i l i t i e s f o r m a k i n g
coffee or tea in the room.
5 . F l a t - S c r e e n T V : Te l e v i s i o n w i t h c a b l e o r
satellite channels.
1 0 .Safe : In - roo m safe fo r sto ring valuables su ch
a s p a s s p o r t s , j e w e l r y, o r e l e c t r o n i c d e v i c e s .
Bedroom Facilities
[Link] and Ironing Board: For guests to use to 1 6 . Wo r k D e s k : A d e s k o r w o r k s p a c e w i t h a
press clothing. lamp for guests who need to work during
t h e i r s t a y.
[Link]: Provided in the bathroom for
guests' convenience.
17. Alarm Clock: A clock with an alarm
1 3 . To i l e t r i e s : B a s i c t o i l e t r i e s s u c h a s s h a m p o o , function.
c o n d i t i o n e r, s o a p , a n d b o d y l o t i o n .
1 8 . E x t r a B e d d i n g : A d d i t i o n a l b l a n ke t s , p i l l o w s ,
1 4 . To w e l s a n d L i n e n s : F r e s h t o w e l s a n d b e d
or rollaway beds available upon request.
linens provided daily or upon request.
[Link] Ser vice Menu : Information about 19. Robes and Slippers : Provided for guests'
available room service options and their comfort, especially in higher -end hotels.
prices.
20. Window Coverings : Curtains or blinds to
block out light for a restful sleep.
Guest Room
In front of the room, the butler will ex plain about the
room view
• B u t l e r : w e l l M R . / M s . _ _ _ _ t h i s i s yo u r r o o m
• Diamond Suite 1…… the room is facing the garden
w i t h r o s e f l o w e r. A n d h e r e i s y o u r p r i v a t e b a l c o n y
w h e r e y o u c a n e n j o y r e f r e s h i n g t i m e a t t h e b a l c o n y.
• Guest: Okay
• B u t l e r : b e f o r e yo u e n t e r t h e r o o m , w o u l d yo u m i n d i f
I open the door and check the room first?
• M a y I b o r r o w y o u r r o o m k e y, M r. / M s .
• Guest: oh…… sure..
Guest Room
B u t l e r k n o c k s t h e d o o r t h r e e t i me s a n n o u n c i n g
Butler Service, and open it. Butler gets in the
r o o m, t u r n o n t h e l i g h t s a n d t u r n o n t h e a i r
c o n d i t io n i n g u n i t .
• B u t l e r : We l l M r. / M s . _ _ _ yo u r r o o m i s r e a d y
a f t e r yo u p l e a s e .
• G u e s t : T h a n k yo u .
Butler takes the luggage and put in the luggage
rack.
• B u t l e r : E x c u s e me M r. / M s . M a y I e x p l a i n yo u r
room facilities now?
• G u e s t : Ye s … . P l e a s e ,
Guest Room
B u t l e r k n o c k s t h e d o o r t h r e e t i me s a n n o u n c i n g
Butler Service, and open it. Butler gets in the
r o o m, t u r n o n t h e l i g h t s a n d t u r n o n t h e a i r
c o n d i t io n i n g u n i t .
• B u t l e r : We l l M r. / M s . _ _ _ yo u r r o o m i s r e a d y
a f t e r yo u p l e a s e .
• G u e s t : T h a n k yo u .
Butler takes the luggage and put in the luggage
rack.
• B u t l e r : E x c u s e me M r. / M s . M a y I e x p l a i n yo u r
room facilities now?
• G u e s t : Ye s … . P l e a s e ,
Bedroom Facilities
• Butler: Alright ….. we start from the
corner first, this is the living room ,
where you can sit back, relax and
socialize.
• Guest: Okay
• Butler: This is your refrigerator and
mini bar. We serve softdrinks, beer and
milk with the mini bar price list. If you
want to keep your snack you could also
use your refrigerator.
• Guest: Alright
Bedroom Facilities
• B u t l e r : T h i s i s yo u r t e l e p h o n e , i f yo u r w a n t t o d o
local and international call pleas e dial your
destination number with area or country number first
followed by the tel. no. If yo u wan t an o p erat o r
service, please dial 0 , dial 1 for calling room service,
dial 2 for calling front desk, housekeeping and
laundry service please dial number 3, and 4 for butler
s ervice…… and yours truly will attend to your needs
r i g h t a w a y.
• G u e s t : W O W, T h a n k yo u
• B u t l e r : A n d yo u c a n ’ t b e a t a g o o d n i g h t s l e e p M r. / M s .
_ _ _ _ w i t h o u t o u r l u x u r i o u s b e d s . We h a v e a q u e e n a n d
single beds. Our room attendants will make it sure to
m a k e - u p a n d t u r n d o w n t h e b e d s e v e r y d a y.
• Guest: wow
Bedroom Facilities
• B u t l e r : w e l l , t h i s i s yo u r t e l e v i s i o n M r. / M s . _ _ _ _
i t h a s 9 9 c h a n n e l s . I f yo u w a n t t o k n o w a b o u t yo u r
b i l l , p l e a s e c h o o s e c h a n n e l 1 . I f yo u w a n t t o k n o w
a b o u t h o t e l f a c i l i t i e s , yo u c o u l d c h o o s e c h a n n e l 2 .
For a local and international channel, please find it
on the channel list / menu.
• Guest: Great
• B u t l e r : T h i s i s yo u r d i n i n g t a b l e . Yo u c a n e n j o y
yo u r b r e a k f a s t o r m e a l
• Guest: Okay
• B u t l e r : We l l , t h i s i s yo u r s h o e r a c k , M r. / M s .
_ _ _ _ - yo u c a n p u t yo u r s h o e s h e r e
• G u e s t : T h a n k yo u
Bedroom Facilities
• B u t l e r : N o w w e mo v e t o yo u r b a t h r o o m M r. / M s .
_ _ _ . T h i s i s yo u r s h o w e r, yo u h a v e c o l d a n d h o t
w a t e r. I f yo u w a n t h o t w a t e r, p l e a s e p r e s s t h e
r e d b u t t o n a n d c o l d w a t e r, p l e a s e p r e s s t h e b l u e
o n e . T h i s i s yo u r t o i l e t b o w l . F o r f l u s h i ng yo u
just press the flush button on the toilet bowl.
• Guest: Sure
• B u t l e r : T h i s i s yo u r b a t h t u b , M R . / M s . _ _ _ . Yo u
c o u l d e n j o y t h e h o t a n d c o l d w a t e r. T h e
o p e r a t io n i s s a me w i t h yo u r s h o w e r. R e d b u t t o n
f o r t h e h o t w a t e r a n d b l u e b u t t o n f o r c o l d w a t e r.
I f yo u w a n t , I c o u l d d r a w a b u b b l e b a t h f o r yo u
j u s t l e t me k n o w.
• Guest: Fantastic
Bedroom Facilities
• B u t l e r : T h i s i s yo u r w a s h b a s i n w i t h c o mp l e t e
a me n i t i e s . O u r r o o m a t t e n d a n ts w i l l r e p l e n i s h
yo u r a me n i t i e s e v e r y d a y.
• Guest: Good
• B u t l e r : T h a t ’s a l l a b o u t yo u r b a t h r o o m. P l e a s e
f o l l o w me M r. / M s . _ _ _ _ _
• Guest: Sure
• B u t l e r : w e l l t h i s i s Va n i t y t a b l e , M r. / M s . _ _ _ _ _
i n t h e d i n n e r w e h a v e o u r h o t e l s t a t i on a r y. T h i s
i s f r e e o f c h a rg e f o r yo u M r. / M s ._ _ _ _
• Guest: Lovely
Bedroom Facilities
• B u t l e r : A n d t h i s i s yo u r w ar d r o be. I t i s
e q u i p p ed w i t h h a n g in g s i d e , a n d i n s e rt t o
s t o re y o u r c l o th e s , a c c e s s o rie s. T h e r e i s a
s a f e t y d e p o s it b o x a s w e l l . P l e a s e k e e p y o u r
v a l u ab le t h in g s i n t h e s a f e ty d e p o sit b o x w i t h
d i g its o f s e c r e t n u mb e r o r c h a r a c te r.
• Wo u ld yo u l i ke me t o u n p a c k y o u r l u g g a g e
M r. / M s . _ _ _
• G u e s t : Yes p l eas e. Th an k yo u
Th e b u t ler w i l l co n tinually u n p ack g u es t
l u g gage as p er s t an dar d.
• A f t e r u n p ac k in g … ….
Bedroom Facilities
• Butler: Well, Mr./Ms. ____ this is your
laundry bag. If you have clothes and
want them to be laundered in our hotel,
please put them in the laundry bag and
place it in front of your room or dial 3
for the valet runner to collect it. Please
don’t forget to sign the laundry list.
• Guest: Alright.
• Butler: Sir/ Ma’am, I will put your
luggage handle the unity table.
• Guest: Ok
Bedroom Facilities
• Butler: is there anything else I can do
for y ou Sir/Ma’am?
• Guest: I will stand a party tonight.
Can y ou please polish my shoes?
• Butler: Okay Sir.
• Guest: thank you. You’ve such a big
help.
Butler will polish guest shoes as per
standards.
Bedroom Facilities
• Butler: Is there anything else you want
me to do Sir/Ma’am?
• Guest: no, more thank you very much
• Butler: Your welcome Mr./Ms. ____
have a great day. For further assistance
please don’t hesitate to call us press
for front desk, 2 for room service, 3 for
housekeeping and 4 for concierge.
Have a nice day and enjoy y our stay.
• Guest: Bye