The modern Jeeves has gone beyond delivering breakfast and polishing shoes. Our BTAP team presses the service button in five-star hotels eager to test the versatility and professionalism of the man in black
The image of the butler may be planted in the bygone world of Jeeves and Stevens (superbly played by Sir Anthony Hopkins in Remains of the Day) but as our intrepid team found out, the noble institution of the manservant has evolved in these technology-rich times. “If there is a master chef in the hotel, then the butler is the chef of service,” says Ashoke Bhalla, vice president for Quality Learning of the ITC-Welcomgroup of India. No longer confined to delivering papers (after ironing them, of course) and shining shoes, butlers in five-star properties boast an impressive task repertoire that includes among others setting up internet connections, securing reservations in the hottest tables, arranging for scenic flights, sourcing for hard-to-find souvenirs such as a doggy bed and a special Chinese cooking pot and solving emergencies like producing a pair of blue pyjamas for a forgetful guest. The man (and now woman ) in black has arrived.
AUSTRALIA
THE OBSERVATORY HOTEL SYDNEY
“Never say ‘No’!” declares 44-year-old Michael Anderson,explaining his work credo.“If a request is outlandish, I say: ‘I’ll get back to you in five minutes. So, I seem on top of things but gain time to make quick calls among my network of well-connected contacts.” Sometimes the law helps. Guests suddenly wanted to fly over Sydney at 3 am, but Anderson truthfully revealed such flights aren’t legal.“But I arranged a sightseeing charter for just after dawn so they were quite happy.”
Personable Anderson has been at the Observatory, a 100-room link in the Orient-Express Hotels chain, since it opened 13 years ago.
Butler service isn’t generally available in Sydney or Melbourne, say industry insiders. Hotels periodically toy with the concept, abandoning it through lack of demand. Perhaps, guests don’t expect butler service in Australia, muses one executive. Certainly, at one Sydney five-star, three requests for butler service were made in a year, another had four demands in two years. Consequently, they don’t offer it. However, the Observatory – while acknowledging a dedicated butler wouldn’t be kept busy – offers such highly personalised pampering on demand.
Anderson, a New Zealander, worked in that country’s upscale men’s wear stores until immigrating to Australia more than 20 years ago. He is usually head concierge but he and two colleagues become butlers when its required. One off-limits chore in Australia: unsupervised unpacking. A hotel spokeswoman explains legal issues come into play.“It’s like opening the in-room safe if the guest has forgotten the PIN. There must be two staff present and the guest.”
A 2 am request for the soothing company of Basil and Sybil, the hotels’ resident goldfish (the other pair is Posh and Becks) doesn’t faze Anderson. I’d heard whispers about these fish and wanted to test if they could be provided on demand. Another couple upstaged me, requesting delivery of an apricot-coloured poodle, Anderson said: “I thought these were dyed dogs but discovered they’re a rare breed. I found a breeder and they chose a pup for shipment to Japan.”
A famed composer, feeling “inspired”, demanded a grand piano. It was in his suite within two hours. Another guest’s late-night discovery: he’d forgotten his pyjamas. Anderson’s task: find a blue pair. They were delivered within 90 minutes. One regular insisted Anderson remove “anything green” from his room before arrival. Another had him rent a Ferrari on each visit, along with a Harley-Davidson for his wife.
Anderson returns from walking another guest’s dog to chat with me. “This one’s a delight,” he confides. “We’re a pet-friendly five-star.” Still, he and management were stunned by a routine reservation for a couple who said “they’d bring their baby named Bootsie”. At check-in, Bootsie was identified as an adult chimpanzee, complete with designer children’s wardrobe and stroller.“I had to look after him and take him for walks,” confides Anderson. “He was so well behaved.”
VERDICT: A credit to The Observatory, Anderson is super-efficient with an astonishing network of contacts. Nothing rattles him. Walk the dog - or the chimp down Kent Street? “Certainly, ma’am.” Regulars call him when not staying to obtain tickets to sold-out concerts or last-minute tables at hot restaurants. “We don't charge extra for this service,”he says. “It's a friendship thing and maintains regulars’ loyalty.” Discreet, almost aloof but with an arsenal of one-liners to use when appropriate, he’s everything a good butler should be. CONTACT: 89-113 Kent Street, Sydney, New South Wales 2000, Australia, tel 61 2 9256 2222, www.observatoryhotel.com.au PRICE: Rack rates from from US$311.
Chris Pritchard
CHINA
THE LANDMARK SHENZHEN
The Landmark Hotel Shenzhen re-opened late last year after almost 12 months of multimillion dollar remodelling transformed it into a new, deluxe all-suite hotel, the first in southern China to meet the country’s new Platinum Standard criteria. The rejuvenated hotel has ended up with half the original number of rooms, all of which have butler service, 24 hours a day.
As I was checking in, Fay Duan arrived and introduced herself as my personal butler. She escorted me to my room and explained its special features. She said that when she was off duty, one of her colleagues would be available any time at the press of the call button on the phone.
Landmark butlers are all in their early 20s, all university graduates, fluent in English. They wear well-cut, flattering blue uniforms and all have delightfully spontaneous smiles. They have been trained to “smile” on the phone – something rarely encountered in China. Extroverted, hard-working and enthusiastic, their attitude more than compensates for any inexperience.
The team of 16 underwent six months of intensive training by the UK Guild of Professional English Butlers. All the usual butler services are available, but as I only
carried an overnight bag from Hongkong there was no unpacking to speak of. And I left my laptop at home so could not avail myself of the proffered assistance with my in-room broadband set-up. Fay enquired about my favourite fruit and promised this would be added to the fruit bowl shortly. She took away my shoes to polish them, although when she returned them, she did not offer to replace the badly frayed laces.
Over the next 24 hours, Fay and I got to know one another very well. As I had none of the usual tasks for her, I asked her to locate a specialist dry cleaner for my silk-lined kid gloves, books on traditional Chinese papercuts, a traditional black clay cooking pot and a dog bed. I also asked her for information on subway concession fares, special plant and flower exhibitions during the forthcoming Spring Festival, train and bus timetables to Foshan and opening hours of the Chinese restaurants at the Foshan Hotel. All of this information was forthcoming within a few hours.
Fay told me she joined the Landmark immediately after graduation from university in her native Xi’án.“It’s a new career,a good opportunity,”she said.“Even after training,I am still only beginning. I know I have a long way to go. It makes me happy when I can help guests, although many do not know how to use butler service and we do mainly translation, typing and secretarial work, plus handling travel information and bookings.”
Shopping is part of the butler’s duties, although few guests request this service, said Fay. She was thoroughly prepared by the time we set out. She steered me skilfully through Shenzhen’s Book City (one of the world’s largest bookstores) to the section on papercuts. Then, we headed to exactly the right section of the notorious Dong Men Market for my cooking pot. These were easy
purchases compared with the challenge of the dog bed. But I soon learned how resourceful and how determined Fay is. She had a list of shops and phone numbers, but unfortunately at one after another the beds were all too small. It was bitterly cold and I wanted to give up, but Fay encouraged me to try one last shop, where we found the perfect bed. Not content with that, she successfully negotiated a discount and assured me that she would pack everything for me.
In the taxi back to the hotel, I mentioned in passing that I would like a coffee before leaving for Hongkong. Without telling me, Fay made a quick phonecall on her mobile and as we walked into my room, the fresh cup of coffee was already waiting. I sipped it and relaxed while she worked her packing magic on the awkwardly shaped purchases. VERDICT: It was all too easy to get accustomed to such pampering. Fay, where are you now? I need you to teach my dog to sleep on his bed! CONTACT: 3018 Nanhu Road, Shenzhen 528002, China, tel 86 755 8217 2288, www.szlandmark.com PRICE: Minimum rack rate for a King Studio from US$285.71.
Jane Ram
ST REGIS SHANGHAI
The St Regis Shanghai offers the only 24hour butler service in town, and the Pudongbased five-star takes great pride in this one-ofa-kind perk. According to the hotel, its butlers “provide ever-present yet unobtrusive service,” and are “personally empowered to do whatever it takes to ensure a guest’s comfort in the most discreet manner.” Okay! And I thought butlers just shined shoes and delivered newspapers.
Clearly, I had much to learn, and the person to ask was the hotel’s general manager Chuck Abbott. According to Abbot, his butlers do more than deliver papers: they can serve food, perform in-room check-in, change flight schedules, book restaurants, hook up laptops, and get tickets to the symphony. In a pinch, they can even clean a guestroom. “The concierge is still there, but if a guest needs anything, the butler is the first contact.”
Then, it was time to see for myself. My first butler – his name was Bahn Zhang - checked me in at 1025, and in five minutes, he introduced the room features, took my shirt for pressing and shoes for shining and hooked up my laptop. Three minutes later, I called for the Shanghai Daily. It arrived in two minutes – ding dong! Next, I called for some coffee; that took eight minutes. Now, what about today’s International Herald Tribune? Four minutes.
Later, I requested scissors, the address of a nearby restaurant, directions to the Oriental Arts Center in Chinese and a dinner reservation in the hotel’s excellent Italian restaurant, Danieli’s - plus a high chair. My index finger was sore from punching the “butler button” on my phone, but I persisted. The tireless Bahn Zhang easily fulfilled my every demand.
I showed up at dinner – resplendent, if I may say so myself, in my pressed shirt and shined shoes and sure enough, the high chair was in place. After a tuna steak and some tiramisu, I returned to my room. On my workdesk was The Seattle Times, freshly printed from a satellite feed.
It was a bummer to return home. I explained to my wife the many services provided by the St Regis butlers, hinting that she could help fill the void. She listened for a few minutes, and then made it very clear: such privileges are reserved only for lucky guests of the St Regis Shanghai.
VERDICT: The service was very good. And the idea itself is excellent: a single person who can handle all guest needs. CONTACT: No 899 Dongfang Road, Pudong, Shanghai 20012, China, tel 86 21 5050 4567, www.stregis.com/shanghai PRICE: Minimum rack rate from US$401 for a Deluxe Room, single.
Brent Hannon
HONGKONG
INTERCONTINENTAL HONGKONG
I arrived 30 minutes before midnight on a chilly Friday, three and half hours later than expected due to unexpected office matters. I was famished, having gone without dinner.
Dennis, the dapper guest relations supervisor, swiftly escorted me to a magnificent suite – and here I’m not just raving about the elegant furnishings and bed that looked like it could accommodate a village – but also that stunning picture window running the whole length of the room, setting the stage for the neon extravaganza of Hongkong Island. Oh, that view – not even Bulgari could design such a priceless nightscape.
Before I could run amuck with my good fortune, rumblings from my tummy reminded me of more immediate concerns, and that’s when Sonny came ringing, bearing the InterCon’s signature welcome Dragonwell tea in a Chinese-style pot with matching tea cup.
He volunteered to show me the technical workings of my weekend aerie, which were all concentrated in the bedside control panel, from the curtains to the various lighting fixtures (although I was already determined to keep the curtains open and enjoy that view day and night).
Being fond of grapes, I noticed there was none in the welcome fruit plate, and requested Sonny for a bunch. Blame it on my (Filipino) accent but it took him several minutes to comprehend what strange item I was going on about. I soon resorted to sign language, drawing circles in the air, which made him even more bewildered but he eventually understood. I also asked if he could take my order for dinner, but he referred me to the “Instant Service Centre”, which I was to discover, coordinated all guest requests.
Before leaving to forage for my grapes, Sonny asked which newspapers I would like delivered the next morning – IHT and Saturday Morning Post, I replied. Before 1am, just as I was about to jump into bed (and I mean literally as the mattress was quite high off the floor), the butler made good his promise and delivered some plump purple beauties. They were irresistible and so it was back to brushing my teeth.
On my second night, I decided to live it up and have a butler-drawn bath, picking out from a tempting menu concocted by the hotel’s I-Spa. Recovering from weeks of a bad cough, I chose the Wellness Bath described in the brochure as “a carefully selected bland of French lavender, tea tree and eucalyptus essential oils…designed to assist in the relief of colds, influenza, respiratory disorders and minor infections…served with apple and ginger tea”. I instructed the head butler on duty that I wanted this done at 10.30 pm after I returned from dinner at InterCon’s Chinese restaurant Yan Toh Heen. But due to the lively conversation with my companion, I didn’t get back till 11.15pm. I’m sure there was a camera in the room linked to housekeeping because the phone rang with them inquiring if it was alright to commence the ritual. In a few minutes, Butler John Gurunt was at the door with his paraphernalia.
Quickly, he did the set up and bid me good night. The combination of rose petals bobbing in the oil-drenched bath water produced an almost hynotic fragrance and the candle flickering in the corner of the tub enhanced the atmosphere of calm and wellbeing. VERDICT: Sleep came almost instantaneously that night. Thank you, John. The rest of the weekend passed like quicksilver, and soon I had to return to my reality, which definitely was not staffed by a host of efficient butlers. CONTACT: 18 Salisbury Road, Kowloon, Hongkong, tel 852 2721 1211, www.intercontinental.com PRICE: Rack rates from HK$3,900 (US$502).
Margie T Logarta
INDIA
ITC MAURYA SHERATON HOTEL & TOWERS NEW DELHI
India, land of maharajahs and pomp and pizzaz, raises the service bar to a level like no other. From the moment I arrived, Nisha, the lady butler assigned to me during my stay in the ITC One wing, practically never left my side – or at least she was always there in some discrete corner ready to come forward to serve and assist should I ever look her way. She proved to be a consummate mind reader, anticipating my every need, even before I knew I even wanted it.
Something to eat ma’am? Ice with your Coke ma’am? Shall I book a yoga class or massage? Shall I order the car for your 10 am appointment?
So used to doing things for myself, it was at first unnerving to be “shadowed”, but then realising that since I couldn’t fight centuries of this unique service tradition, I might as well sit back and enjoy it.
No, I didn’t ask the petite Nisha, whose husband also works in another five-star chain and is the mother of a little girl, to unpack or pack for me (I do like my privacy). Instead, I made her my PA, which she fulfilled with poise and purpose. When my laptop balked at connecting to the internet, it was she who called the IT staff to fix the problem; when I was running late for appointments, she rang people saying: “Ms Logarta will be delayed.” When my boss and I planned to entertain the Indian tourism minister at the hotel’s award-winning Bukhara grill, she made sure we had the best table in the restaurant. And no matter how much I urged her to make an early night of it, she stubbornly stayed put until the dinner was over, even escorting me to my room. I have never seen such devotion to accomplishing a day’s work. Of course, I like to think I meant more to her than just a job. To me, Nisha has become a friend, someone who makes me think of Delhi with great fondness and stirs up a yearning to return. VERDICT: Well trained and professional, this hotel’s butlers go beyond the call of duty. CONTACT: Diplomatic Enclave, New Delhi – 110021, India, tel 91 11 2611 2233, www.welcomgroup.com PRICE: Minimum rack rate of an ITC One room is US$450.
Margie T Logarta
JAPAN
SEIYO GINZA TOKYO
Hardly had I put down my things when the ding dong at the door announced the butler had arrived. Indeed it was he – Goto-san – who, without my asking, had in hand a basket containing a modem. At this impeccably run boutique property, off the popular Ginza district, the plug-and-play system is still not available, but once the internet hook up has been performed, logging on is no problem.
Needing some perking up before dinner with friends that night, I asked Goto-san to bring a pot of freshly brewed coffee. I didn’t have to wait long before he returned with the welcome beverage.
After pouring the drink, Goto-san did not rush off but looked at me expectantly – or so it seemed – ready for more chores to do. Then, it occurred to me that I had to have three books wrapped, ready to be given as presento (presents). I handed these to him, saying I required them “right away” (even if I didn’t), or at least, by 7.30 pm when I would leave the hotel (it was 6.20 pm). He trotted off to do my bidding, and just as the clock was striking 7 pm, there they were all neatly done up, complete with a stylish Seiyo Ginza seal (a bit of clever branding if I ever saw one).
On my previous two visits to the Seiyo Ginza, which is also a favourite of Yoko Ono and Jackie Chan – I had stayed longer. Since this was just an overnight stay, I didn’t really have much time to test the limits of its butler culture. However, perusing the task list furnished by the hotel, I noticed that preparing the room was high up on the work agenda. And for that, the team, headed by Minoru Adachi, receives high marks for keeping them always so warm and welcoming, especially after a icy night on the town. The neatly turned down bed with its crisp beddings invite instant entry to slumberland. Seiyo Ginza guestrooms may not follow the current taste for minimalist vibes or chill-out chic, but are examples of quiet taste and comfort. VERDICT: Whether on a short visit or staying longer, guests will always be plied with unsurpassed personalised attention. CONTACT: 1-11-2 Ginza, Chuo-ku, Tokyo, 1040061, tel 81 3 3535 1111, www.seiyoginza.com PRICE: Minimum rack rate from Y45,000 (US$378).
Margie T Logarta
SINGAPORE
MERITUS NEGARA HOTEL
From the minute I was introduced to William Tan, all my preconceptions of a stiff and formal butler were put to ease. He greeted me with a warm handshake and an affable smile, part of the effort by Meritus Negara Singapore to strengthen their position as a premier small luxury business hotel. The US$4.9 million refurbishment of the hotel is accompanied by a new butler service that is available from 7 am to 5 pm for their Meritus Club guests.
With 20 years of experience in the F&B field and training in Perth with a butler, who had served countless royalty and VIPs, under his vest, I was confident William would easily fulfill my every demand. What I was looking for was initiative and determination to please.
William conducted my VIP in-room check in with some friendly banter. He then offered refreshments and volunteered to unpack my bag. Distracted by a phone call, I signalled only for refreshments. He nodded, promptly leaving me to my business.
After the call, I quickly recollected the tasks I’d drawn up for him. Taking off my shoes, I noticed that one of the heels was badly chipped. I panicked knowing I was going out to dinner, and my pair of sneakers just wouldn’t do. It occurred to me – here was a task for William!
The doorbell rang as if on cue and there he was bearing some hot tea and cookies to calm my frazzled nerves. I lit a cigarette and expressed my predicament, which prompted him to lay out the hotel slippers. He promised he would attend to the repairs immediately.
Minutes later, he showed up with an ashtray as well as confirmation of my dinner reservation. He also assured me the shoes would be ready in time. Knowing that he would be off-duty by the time I came back, I slyly hinted I would love to return to a nicely-scented room.
It was as I requested and more: my jackets, which I had casually laid on the bed, were neatly hung, my sneakers were stored away, and the room was filled with the soothing fragrance of lavender.
Then, I recalled what William had said earlier: “My challenge is not only to complete tasks for my guests, but also to find ways to go the extra mile for them – to do something unexpected so they are delighted.”
VERDICT: William’s work ethic led to an unforgettable stay for me. With such fine service, the hotel should seriously consider extending the butlers’ hours. CONTACT: 10 Claymore Road, Singapore 229540, tel 65 6737 0811, www.meritus-negara.com.sg PRICE: Minimum rack rate from S$380 (US$233).
Lucinda Law
SHANGRI-LA HOTEL
Thanks to an innate gift for organisation and a habit of planning ahead, my wife and I arrived at the Shangri-La Singapore half an hour late and at the wrong entrance.
That way, we managed to throw off the schedule of the staff at the hotel who were waiting for us. We were escorted to the room where we were greeted by Charles Meier Rezi, one of the seven butlers (all male) employed by the Shangri-La to attend to the needs of the 27 suites in the hotel’s Valley Wing. Charles was dressed, as they all were, in a dark, three-piece suit.
Charles offered us a cold towel, showed us the room facilities and asked if we wanted the bouquet of orchids given by the hotel to be put away. He then explained how the butler button near the door worked and shimmered away, discretion personified.
After over-indulging at The Line, the hotel’s very nice buffet restaurant, we staggered back upstairs to find the flowers put away. We then met head butler Edward Chew, who explained how the system worked. On any one day, there are six butlers working two shifts between 7 am to 11 pm. The hotel has had butlers at the Valley Wing since its US$32 million renovation in 2003.
All butlers go through in-house training working at the breakfast room, the Summit, before graduating to become suite butlers. The hotel also sends its butlers for training abroad. One person was sent to Claridges in London for a month, while another one was sent on a course in Beijing. Edward was extremely friendly and talked easily about his life (he’d previously been a chief purser at United Airlines) and of the challenging requests he’d received during his two years as a butler (one head of state wanted Batman merchandise for his daughter).
After Edward left, my wife and I sat down to devise a test for the butlers here. We then pushed the butler button and Muhammad Yusoff Omar appeared. He accepted our laundry lists of requests without blinking an eye. We asked him to fix a stain on a blouse, get medication for an upset stomach, help find a Dorothy Perkins store near the hotel, organise a taxi for the next morning and post some letters. The wife also asked for a bath to be drawn by 10 pm. And in a final devious twist, we requested that there be Vegemite breakfast spread for breakfast the next morning.
As we left for dinner, Yusoff came back with a list of Dorothy Perkins locations, had organised the taxi and advised us on the upset stomach. Off we went for an exciting night on Orchard Road, Singapore’s main shopping street. Upon our return, we found the blouse hanging in the wardrobe, stain removed and the bath drawn, with rose petals scattered artfully on the bubbles and candles glowing romantically beside the tub.
The next morning, lo and behold, there was Vegemite at breakfast, and a cab waiting to take my wife to church. This was too easy, I thought. I mulled. I schemed. I plotted. Then, bingo! I had it. I buzzed the button and was greeted, five minutes later by Edward. With an evil cackle, I presented Edward with my unreasonable demands: to find my daughter’s birthday present, consisting of a cassette player, under S$100 (US$61), cassette tapes, and have them wrapped. (Finding a cassette player in high-tech Singapore is no mean feat. MP3 players and CD players are practically the only things on the shelves). But wait, there was more. I also asked Edward to find us a mid-range Vietnamese restaurant, book a table for six people for the next weekend and ensure that there would be a birthday cake with my daughter’s name on it.
Less than four hours later, Edward appeared, cassette player and tapes in hand, all wrapped up, with gift cards waiting to be filled. He found a restaurant, and with our permission, made a booking and ordered the cake. Just like that.
After I checked out, Edward met me in the lobby. As we said goodbye, he took my phone number down so he could remind me about the dinner reservations.
My wife and I wept as the taxi pulled away from the hotel. VERDICT: Cassette player and box of cassettes: S$90 (US$55); cost to hire taxi driver who procured said items: S$70 (US$43); having a birthday party painlessly planned for teenage daughter: priceless. CONTACT: 22 Orange Grove Road, Singapore 258350, tel 65 6737 3644, www.shangrila.com/singapore PRICE: Rack rate for a one-bedroom suite starts from S$1,264 (US$776).
Jimmy Yap
SHERATON TOWERS
The firm handshake and brillant smile of Belinda Ler, one of Sheraton Towers Singapore’s 11 female Butlers, was all it took to complete the royal welcome extended to me when I arrived at the hotel.
Upon entering my suite, she offered to assist in unpacking my suitcase and help me settle in, at the same time, directing her colleague to prepare the bed for the night. I later rang her through the hotel’s award-winning “Star” service to order dinner. I wanted the chicken in the wonton soup replaced by prawns, a half portion of a starter, as well as chicken wings, which was not on the menu. Belinda promptly made sure I got what I requested for.
Sheraton Towers Singapore claims to be the only hotel in town to provide personalised butler service. A few came under the tutelage of Ivor Spencer, a former employee of Buckingham Palace, who visited some years ago and held a series of workshops.
Belinda was efficiency personified. When I wanted to send an urgent fax, she took care of it, returning moments later with a folder containing my documents and a fax receipt. A pair of leather shoes I asked to be polished, were returned within the hour.
I later found out they were polished by hand the traditional way – I like to think that’s what Spencer insisted on as being the only way to do it.
After dinner, I requested for the fruits in the room to be sliced. To my surprise, Belinda returned presenting a beautifully arranged fruit platter with a plastic wrap to seal in the freshness. Even the apples were thoughtfully drizzled with salt to prevent oxidation.
I couldn’t resist the lure of the Jacuzzi bath, and had Belinda run the water for me whilst I watched TV to unwind from a stressful workday. She filled the tub, checked the temperature and added bath salts into the bubbling water.
At 10.30 pm and only because I had forgotten to get a gift for a business associate I was meeting the next day, I sought her help. And though she had just ended her shift, she offered to purchase the gift that very moment. I told her to have it delivered the next morning and promptly at 9 am. Chris Gay, the butler on morning duty showed up with my gift in hand, all beautifully wrapped as promised. VERDICT: The Sheraton experience was extraordinary. The butlers were professional, attentive and accommodating in a sincere and helpful manner, always making me feel at ease and right at home. My only regret? It was such a short stay. I certainly could get used to such royal treatment. CONTACT: 39 Scotts Road, Singapore 228230, tel 65 6737 6888, www.sheratonsingapore.com PRICE: Rack rates from US$294.91 for Deluxe Room and US$776.60 for a Royal Suite.
Terrence Guo
