Standard Operating Procedure (SOP)
for Butler Service
This SOP outlines the
procedures and standards for
providing butler service in a
hospitality setting. The primary
objective is to ensure guests
receive personalized, efficient,
and high-quality service.
BUTLER SERVICE OVERVIEW
Butler service includes
a range of personalized
services, from greeting
guests and handling
their luggage to
organizing their
itineraries and ensuring
all their needs are met
during their stay.
PROFESSIONAL STANDARDS
Appearance- Maintain a professional appearance,
adhering to the dress code at all times.
Confidentiality- Respect the guest’s privacy and
confidentiality at all times.
Communication- Communicate clearly and
courteously, using polite and respectful language.
Problem-Solving- Proactively address any issues or
concerns the guest may have, ensuring prompt
resolution.
TRAINING AND DEVELOPMENT
Ongoing Training- Participate in regular training
sessions to stay updated on service standards and
best practices.
Guest Feedback- Use guest feedback to continually
improve service delivery.
Safety Protocols- Be familiar with the hotel’s safety
and emergency protocols.
Emergency Assistance- Provide calm and efficient
assistance in the event of an emergency, ensuring
guest safety.
PRE-ARRIVAL PREPARATION
Room Check- Ensure the guest's Welcome Amenities-
Guest Profile- Review the Arrange welcome
room is prepared according to their
guest profile, preferences, preferences (e.g., preferred room amenities (e.g., flowers, fruit
and any special requests. temperature, amenities, special baskets, welcome drinks) in
requests). the guest's room.
ARRIVAL
Greeting- Greet the guest warmly upon arrival. Use
their name and maintain eye contact.
Introduction- Introduce yourself and explain the
butler services available.
Luggage Handling- Ensure the guest’s luggage is
promptly taken to their room.
Check-In Assistance-Assist with the check-in
process, ensuring a smooth and quick experience.
IN-ROOM
ORIENTATION
Tour- Provide a brief tour of the room,
highlighting key features and amenities.
Usage Instructions- Explain how to use in-
room technology and appliances.
Personal Preferences- Confirm and arrange
any personal preferences the guest may
have (e.g., pillow type, minibar items).
DURING THE STAY
Daily Briefing- Check in with the guest each morning to understand their plans and offer
assistance.
Room Service- Arrange for any in-room dining needs, ensuring prompt and accurate
service.
Housekeeping Coordination- Coordinate with housekeeping to ensure the room is
serviced according to the guest's schedule.
Laundry and Pressing- Offer laundry, dry cleaning, and pressing services.
Reservations and Bookings- Handle reservations for dining, spa services, excursions, and
transportation.
Special Requests- Fulfill any special requests, such as procuring items not typically
available in the hotel.
DEPARTURE
Pre-Departure Arrangements
Confirm departure details and assist with
packing if requested.
Transportation- Arrange for transportation
to the airport or next destination.
Check-Out Assistance- Ensure a smooth
check-out process.
Farewell- Bid the guest farewell, ensuring
they have all their belongings and any
necessary travel documents.
Post-Departure
Feedback- Encourage guests to provide feedback on
their stay.
Lost and Found- Handle any items left behind and
arrange for their return.
Review and Report- Review the service provided, noting
any areas for improvement or guest preferences for
future stays.
