06.00 — I wake up to enjoy some quality family time with my wife and three children before getting their lunches packed and ready for school.
08.00 — I arrive early at the office. The first task of the day is to check the daily figures and current occupancy rates. This allows me to plan the day accordingly. Any issues or complaints are dealt with first.
09.00 — I attend a management meeting where the previous day’s operations, glitches, special events and guest requests are discussed. I also attend to paper work and take care of the administration side of the job.
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10.00 — meet with my supervision team and the butler department to update them on the latest news and events. The briefing also includes members of other departments such as housekeeping, concierge, and engineering.
11.00 — I check the butlers’ work areas regularly. I check pantries, corridors, inspect occupied and arrival rooms and suites. I also spend time with each of the butlers on the floor, monitoring their progress.
12.00 — I personally meet with complaining guests and find ways to resolve the issue right away. I then spend some time with the lobby guests to get feedback and suggestions about my service.
13.00 — This is one of my favourite times of the day: I head to my office and order a plate from the staff dining room.
15.00 — Throughout the afternoon, I continue working with my team to ensure my guests’ needs are met and all crises are dealt with in a timely manner.
19.00 — Wrapping up, I clock off after I have briefed the overnight team. Even after I reach home, my mobile phone is always switched on should my team require further assistance during operations.
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