Hotel Butler 201: In Classroom, two-week program

This course is only accessible for those enrolled by their employer.

Interested in this course? Email us at [email protected]

Course curriculum

1. What is this all about?
1. 1. Introduction Module 1
2. 2. What are Self-Reflection Exercises?
3. 3. Self-Reflection #1 Luxury in our Own Life
4. 4. What is Luxury?
5. 5. Self-Reflection #2 Luxury in our Own Life (continued)
6. 6. How to take a video on your phone
7. 7. Assignment #1: Student Self-introductions
8. 8. Assignment #2: Demonstrating Butlering Skills
9. 9. Assignment #3 Explaining Hotel Features
10. 10. MGM M1 - test
1. 1. Introduction Module 2
2. 2. Guest Preparation & Research
3. 3. Assignment #4: Pre-arrival guest information
4. 4. Personalizing the Guest Experience
5. 5. Assignment #5: Personalizing the Guest Experience
6. 6. Self-Reflection #3: When Something Goes Wrong
7. 7. Allowing the Guest to Feel in Control
8. 8. Assignment #6: Speaking with Guests
9. 9. Importance of a Handwritten Note
10. 10. Assignment #7: Writing Guest Notes
11. 11. Module Two (2) Test
1. 1. Introduction Module 3
2. 2. How to Take Cornell Notes
3. 3. Cornell Note Template
4. 4. Electronic Communication
5. 5. Listening Skills
6. 6. Listening Exercise with Partner
7. 7. Listening Exercise with Partner BUTLER "1" only
8. 8. Listening Exercise with Partner BUTLER "2" only
9. 9. Gathering Information
10. 10 A. Critical Thinking
11. 10 B. Critical Thinking Exercise
12. 11. Validation and Playback
13. 12. Diplomacy and Troubleshooting
14. 13. Assignment #9 Diplomacy & Troubleshooting Exercise
15. 14. Module Three (3) Test
1. 1. Introduction Module 4
2. 2. When Things Don't Go as Planned (part 1 of 2)
3. 3. When Things Don't Go as Planned (part 2 of 2)
4. 4. Assignment #10 - Using the 7 W's
5. 6. Managing Emotionally Charged Situations
6. 7. Assignment #11 LEAPS in your life as a butler
7. 8. Using What / How Questions
8. 9. Assignment #12 Using What / How Questions
9. 10. Team Communication
10. 11. Assignment #13 Team Communication
11. 12. Module Four (4) Test
1. 1. Introduction Module 5
2. 2. Managing Simple, Complicated & Complex Requests
3. 3. Simple, Complicated & Complex Quiz
4. 4. Assignment #14
5. 5. The Eisenhower Matrix
6. 6. Assignment #15 Practice the Eisenhower Matrix
7. 7. Assignment #16 Preparing for Guest Arrival
8. 8. Module 5 Test
1. 1. Introduction Module 6
2. 2. Building Guest Profiles
3. 3. Assignment #17: Guest Preferences
4. 4. Preferences, Habits & Requests
5. 5. Assignment #18: Preferences Habits & Requests
6. 6. Preferences, Habits & One-offs
7. 7. Module 6 Test
1. 1. Introduction Module 7
2. 2. Service Consistency
3. 3. Self-Reflection #4:
4. 4. Team Pledge
5. 5. Shift Handoff
6. 6. Assignment #19 Shift Handoff
7. 7. Consistency Tests Description
8. 8. Module 7 Test
1. 1. Introduction Module 8
2. 2. All about SOP's
3. 3. Familiarity with SOP's
4. 4. Assignment #20 Creating an SOP for The Mansion
5. 5. Balancing Consistency & Customization
6. 6. Creating an SOP
7. 7. Test Module 8
1. 1. Introduction Module 9
2. 2. Managing and Minimizing Guest Drisruptions
3. 3. Self-Reflection #5
4. 4. Utilizing Disruptions Effectively
5. 5. Adjusting Your Approach
6. 6. Self-Reflection #6
7. 7. Test Module 9
1. MGM - The Swan

About this course

Free
86 lessons
0.5 hours of video content

Instructor(s)

President & Founder Charles MacPherson

After nearly a decade serving as major-domo, overseeing more than thirty household employees for one of Canada’s most prominent families, Charles set his sights on starting his own business. In 1996, he founded Charles MacPherson Associates, and began providing his household management expertise to high-net-worth and ultra-high-net-worth clients. In 2009, Charles opened The Charles MacPherson Academy, located in Toronto, Canada, in response to the demand for highly skilled, professionally trained private service professionals. The Academy educates and equips butlers, house managers, housekeepers, and other domestic staff to meet modern-day service expectations.