Butler - what do they do

[LoveMickey]

Good morning fellow cruisers,

 

I'll be cruising the Epic concierge and was wondering what does the Butler do?

[roger001]

Keeping in mind that they have numerous rooms to service, they are on call to do about anything you ask...assuming it is reasonable and legal.   They will insure you get snacks of your choice each afternoon, can deliver dinner and set it up in your room if you wish, keeps the coffee maker supplied with good coffee and tea items.  And other services that I'm forgetting at the moment.  Probably each suite uses the services differently.  For us, very little use at all, except my wife does like the snacks.  But just ask and they can tell you if they can provide.  

[BirdTravels]

Your butler services your stateroom twice a day PLUS dropping off afternoon snacks and serving meals in your room as requested. We make sure to have bowls of bar mix, gummy bears and M&Ms.

 

For breakfast, there is the standard room service check box order form. Ignore the check boxes and order whatever you want from the Haven Restaurant. E.g., egg white omelet, fried eggs, filet steak, Tahitian French toast, ham, bacon, breakfast potatoes, hash browns, breads, juices and a Diet Pepsi

 

Your room steward services your room. Your butler services you. Your concierge takes care of all of your arrangements and escorts you for select activities (getting on/off ship, to the Cirque show, to reserved seating for select theater shows). 
 

btw: the Haven on the Epic is the best in the fleet. Enjoy!

 

Edited December 26, 2019 by BirdTravels

[dexddd]

You must be a DCL regular.  Technically on NCL you are a suite or Haven guest in the top rooms.  On Epic you'd be sailing Haven.

 

Butlers vary widely in terms of what they want to provide and IMO overworked.  You''ll have a butler and room steward who will take care of things in room.  Concierge things outside room.  Tip what you feel appropriate.

[Two Wheels Only]

 

 

[Peachypooh]

We asked our butler not to bring afternoon snacks except a couple of times we asked him

for pub mix/potato chips. Where he was invaluable was offering helpful information about

the ports we were visiting and once when we lost one of our cards he had a new one 

printed up in no time.

[MikeyB]

Just off the Epic transatlantic cruise from Barcelona to San Juan.

I refuse to believe the Epic Haven is the best in the fleet.  In fact, if it was my first time in the Epic Haven, it would have been my last time.  

Enjoy your cruise!

[Love my butler]

Butlers do whatever you ask them to do.  If they balk at simple requests, you have a bad/lazy butler.  Most butlers are great, but there are a few bad apples.

[SeaShark]

Let's try a different type of answer. This is from an NCL job posting for the position and spells out exactly what is expected.

 

 

Job Title: Butler

 

GROW YOUR CAREER WITH US

At Norwegian Cruise Line, we know our future success depends on our ability to attract and retain the very best talent. We are seeking individuals that are passionate about hospitality and committed to being their personal best.

 

As you learn more about our company, we think you will agree that there is no better time than now to become a member of the Norwegian Cruise Line Holdings family.

 

APPLY ONLINE

If you’re interested to be considered for this position, please click the blue APPLY button at the top of the page to get started. All candidates must complete an on-line application to be considered.

 

THE BRANDS OF NCLH

Norwegian Cruise Line Holdings Ltd. is a diversified cruise operator of leading global cruise lines spanning market segments from contemporary to luxury under the brands Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises®.

 

POSITION SUMMARY / ESSENTIAL FUNCTIONS

The Butler’s position is designed specifically to cater to guests booked in The Haven, Villas, Owner Suites & Penthouses. Focus is placed on giving these guests individual, personalized and impeccable in-room attention and service. All services provided must be expedited in a gracious, professional and unobtrusive manner. Attention to detail and a timely response in every respect is a requirement. He/she works closely with the Concierge to maintain the integrity of our best staterooms and provide in-room dining and valet service, as well as to coordinate set-ups for private cocktail parties or other special requests in accordance to standards established by the company.

• On call to expedite guest requests. An off-duty Butler’s phone must be forwarded to another Butler during the day and to the Bell Captain or Night Shift Butler during Night Shift.
• Responsible for the Villa, Suite & Penthouse set-ups on embarkation day ensuring deliveries are expedited in co-ordination with relative department heads.
• Escorts guests onboard and if their room is being prepared, escorts them to the VIP Lunch. Otherwise takes them directly to their room and for Garden Villa and Owner Suite guests offers them champagne and warm (or cold) face towels.
• Trained in Housekeeping set-up of Suites & Villas and works in tandem with Stateroom Stewards and reports deficiencies to Deck Supervisors. Responsible to make corrections on Housekeeping set-ups and to maintain the highest standards of cleanliness, neatness and maintenance inside and on balcony and deck areas.
• Prepare cocktail parties including proper set-up; and serve in-room canapés and drinks when requested. Should take the initiative to offer guests the opportunity to host their own in-suite cocktail party and advise associated costs.
• Offers to escort guests to onboard events such as evening shows or to a dining reservation, and also to the gangway in port, especially if the vessel is tendering. This is done in collaboration with the Concierge and the rest of the Butler team to ensure time efficiencies.
• Performs Valet service, which includes but is not limited to, assisting guests with un-packing and re-packing of garments, expediting laundry, dry cleaning and pressing services, and offering shoe shine service.
• Records twice daily in the temperature log for the dishwashing machines and refrigerators.
• Performs regular cleaning and sanitation of refrigerators, bread warmers, ovens, toasters, juice and coffee machines, etc.
• Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
• Must be familiar with the Safety and Environmental Protection Policy and the SEMS, and carry out the policies and procedures appropriate for his/her position.

[Peachypooh]

Very interesting. We have been in Owner's Suites many times and have never been offered a hot

or cold face towel or been served champagne LOL But then again we were always early

enough to have lunch so maybe just the late arrivals get that.

Edited December 26, 2019 by Peachypooh

[GettotheSun]

5 hours ago, BirdTravels said:

For breakfast, there is the standard room service check box order form. Ignore the check boxes and order whatever you want from the Haven Restaurant. E.g., egg white omelet, fried eggs, filet steak, Tahitian French toast, ham, bacon, breakfast potatoes, hash browns, breads, juices and a Diet Pepsi

So another newbie question.  If in the Haven do u still use the room service order form?  Sounds like yes?   I thought u would order your room service breakfast via your butler, or is the card how the butler takes the order?   How would a new guest to the Haven (who doesn’t spend every waking hour researching...so not me) know what is on the Haven breakfast menu?

 

5 hours ago, BirdTravels said:

 

Your room steward services your room. Your butler services you. Your concierge takes care of all of your arrangements and escorts you for select activities (getting on/off ship, to the Cirque show, to reserved seating for select theater shows)

 

At the end of the day, is the concierge the “boss”?  I’ve read in some posts that people who were not happy with their butler would escalate to the concierge.  To be clear I’m not suggesting this unless I’m very displeased. I am not expecting a butler who spins plates while juggling knives.   But I am expecting butler service for several meals on our balcony during the week (mostly breakfast), and I would be hugely disappointed if the butler was absent as I am picking the Haven for this service. 
 

I do struggle with the recommended tipping approach, as I think early tipping can mitigate service issues (right or wrong) but I totally respect the views of those who have been on many cruises and I’m still anxiously anticipating our first. 

 

5 hours ago, BirdTravels said:

 

btw: the Haven on the Epic is the best in the fleet. Enjoy!

 

Details please!  Why do you feel this way?  Please and thanks 🙂
 

 

[erdoran]

Ask the butler for copies of whatever menus you like, and order whatever you please off the menus for room service from him.  I would get the menus by lunchtime or so and leave a note if I didn’t see him with what I wanted for dinner when I had room service.

 

For breakfast you hang that hang tag on the door knob but write in whatever you want, whether it’s from Haven menu, MDR, or just whatever reasonable (e.g.. scrambled eggs, bacon, croissant).

 

I always tip at the end.  If I had a lot of room service I tip well, if minimal I tip less well.

[solle1]

10 hours ago, LoveMickey said:

Good morning fellow cruisers,

 

I'll be cruising the Epic concierge and was wondering what does the Butler do?

I don't know but the Butler did it .

[BirdTravels]

2 hours ago, GettotheSun said:

So another newbie question.  If in the Haven do u still use the room service order form?  Sounds like yes?   I thought u would order your room service breakfast via your butler, or is the card how the butler takes the order?   How would a new guest to the Haven (who doesn’t spend every waking hour researching...so not me) know what is on the Haven breakfast menu?

 

 

At the end of the day, is the concierge the “boss”?  I’ve read in some posts that people who were not happy with their butler would escalate to the concierge.  To be clear I’m not suggesting this unless I’m very displeased. I am not expecting a butler who spins plates while juggling knives.   But I am expecting butler service for several meals on our balcony during the week (mostly breakfast), and I would be hugely disappointed if the butler was absent as I am picking the Haven for this service. 
 

Details please!  Why do you feel this way?  Please and thanks 🙂

Butlers work for the concierge. But hey have very different jobs on the ship. 
 

we write our steak and eggs order on the breakfast cards (ignoring these check boxes) and leave them for our butler. 
 

The Epic Haven has the most lounge space the relax (double BA, GA, Escape). It has the posh club (called the Vibe on away class ships) included as its sundeck. It has a private gym. It has both a steamroom and sauna. It has a large outdoors restaurant (vs overflowing into the pool on the BA and GA). It has a large restaurant (vs small one on the -away class ships). Over all much more of a ship within a ship feeling. 

Edited December 27, 2019 by BirdTravels

[Love my butler]

The chain of command is butler->concierge->guest services manager->general manager (hotel director).

[pieshops]

We had ours come in every morning and run a bath for us and bring a rubber ducky and scrub our backs 

[Love my butler]

7 hours ago, pieshops said:

We had ours come in every morning and run a bath for us and bring a rubber ducky and scrub our backs 

If you work it right, some will even scrub your fronts....

[pieshops]

9 hours ago, Love my butler said:

If you work it right, some will even scrub your fronts....

Ha never tried that one lol

[BirdTravels]

19 hours ago, pieshops said:

We had ours come in every morning and run a bath for us and bring a rubber ducky and scrub our backs 

You need to order your baths in advance so that your butler can allocate the appropriate time to scrubbing your back. 
 

Your butler will come in while you sleep and prepare your bath and be standing ready when you awake. 
 

Can’t beat being loofah’ed first thing in the morning. 

Edited December 28, 2019 by BirdTravels

[bonvoyagie]

I know that the new title of Hotel Manager is now General Manager - did they also change the Housekeeping Manager too?

 

As for Butlers, I have found the best work hand in hand with the room steward to keep you happy when in the cabin. We use them for breakfast on special mornings - when we will be spending more time in the cabin than normal. In AK we did this on Glacier Bay day and on our upcoming cruise we will probably do the same thing on Panama Canal day. We usually do not use them for other meals as we prefer to go out and about. We have requested things like potato chips for snacks and this trip we are going to try and get some canned pop for the refer- we will see what they can do. On our last cruise the room steward did more than the butler to insure our happiness - we gave him a nice tip and a Hero card.

[don't-use-real-name]

1 hour ago, bonvoyagie said:

I know that the new title of Hotel Manager is now General Manager - did they also change the Housekeeping Manager too?

 

As for Butlers, I have found the best work hand in hand with the room steward to keep you happy when in the cabin. We use them for breakfast on special mornings - when we will be spending more time in the cabin than normal. In AK we did this on Glacier Bay day and on our upcoming cruise we will probably do the same thing on Panama Canal day. We usually do not use them for other meals as we prefer to go out and about. We have requested things like potato chips for snacks and this trip we are going to try and get some canned pop for the refer- we will see what they can do. On our last cruise the room steward did more than the butler to insure our happiness - we gave him a nice tip and a Hero card.

 

Are you able to get canned beverages for the mini-fridge in a suite - without service charge ?

Even the Haven suite ?

I was under the impression that anything stocked in the mini-fridge has a price tag on it service charge.

 

However - - -

The OS DOS and Garden Villas fridge can be stocked with most anything you want absolutely no charge.

Oh how I loved to have a Root Beer Float - voila done deal !

[bonvoyagie]

DURN - we have not tried this before but were going to try it this time. We have got cans of pop at some bars in the past. 

[kopiko]

On 12/26/2019 at 6:13 PM, Peachypooh said:

Very interesting. We have been in Owner's Suites many times and have never been offered a hot

or cold face towel or been served champagne LOL But then again we were always early

enough to have lunch so maybe just the late arrivals get that.

 

 I was about to say the same thing!

[nyc2pdx]

I just returned from my first cruise, and it was in the Haven on the Joy.  My butler was Ketut, and I was in a fwd penthouse, outside the Haven, but I had full access to the Haven (and I spent most of my time there).  I went into the experience with the same questions, and now that I have completed my cruise, I can give you my thoughts on it.

 

First off, my suite was 13708.  On the first day, I met my room steward first, although later I did find out that Ketut had tried to visit me that afternoon but I just missed him.  I asked the steward to tell me what he does, and what the butler does.  He pointed to the counter where the espresso machine is, wine glasses and fridge.  He said that the rest of the suite is his responsibility.  The steward cleans, makes the bed, cleans the bathroom, tidies things up.  He also said that the butler checks what he does to make sure it was done correctly, and to the guests specifications.  If I want ice filled, Butler handles that as it is next to the coffee machine (his domain).  If I want more soap, or shampoo-that is the steward.  The steward arrived at least twice a day, sometimes more.  I found that if I switched my PLEASE MAKE UP ROOM to green, he would come in and do everything.  He always did a turndown service.  He was also quick to tell me that whatever I need, that I need to let him or the butler know.  I mentioned to the steward something about getting some spoons for my tea when I go to the Haven restaurant...he immediately said "no, no.  This is your vacation, and it is my job to do that for you. Please, let me."  He was eager to make me feel pampered, and never once did I ever feel like I was asking too much.  In fact, it seemed to me like he wanted to do it, and it make him happy to know he did it.  The steward, Vargese, was amazing.  Every time I came to my suite and he was in the hall, he came over and shook my hand asking 'did you have a good day Mr Jeff?' or 'Is there anything I can do Mr. Jeff?'  I never felt I was imposing on him at all...service was phenomenal. 

 

Pre-cruise, I did contact the concierge and asked that the minibar be emptied.  The Steward did that before I arrived.  The pillows I selected were there when I arrived.  My water bottles were there.

 

Now the Butler.  Ketut serviced all the forward suites (2) from floors 8-13.  He serviced a total of 10 suites.  I met him when I ordered breakfast on day 2.  I personally found the room service menu lacking on NCL...but since I was Haven, and from these boards, I knew I could order off the Haven menu, and I did!  On the night before (Day 1) I filled out my card and wrote Seafood Eggs Benedict on it.  The next morning, there it was.  Ketut delivered all room service items until about 10pm.  After 10pm, a night butler took over.  But all breakfasts and other times were delivered and set up by Ketut. 

 

When he arrived, he always seemed rushed...servicing 10 cabins, I can understand why!  He set out a tablecloth on my table, set up everything on the table.  I was as if I was in the restaurant.  Everything was hot, and tasted amazing.  When I put a time of 8:30am, Ketut called me on my room phone at 8:30 on the dot and said "Good Morning, Mr. Jeff.  I have your breakfast ready.  Would you like me to bring it in?"  As soon as I said yes, he had opened the door and very quickly did everything.  At one point, I got a chance to chat with him about what he does as a butler...he said his job is to make sure my needs are met, and he is an extra pair of hands to relieve me of a task so I can focus on vacationing.  He is meant to be in the background, making sure my vacation is flawless.

 

One day I happened to be on my balcony when my Butler came to my room to deliver the daily canapes.  I don't think he saw me, but I saw what he did.  He replaced the ice bucket (filled), checked the glasses were spotless and then tidied things-like fixing the pillows, etc...I got the impression that his job was to make sure everything was perfect, and everything was done.

 

I will give you a great example of what he can do.  I had arranged to go to Ocean Blue one night, and was going to see Elements right after.  Dinner was great and I loved it.  When dessert came around, I ordered the apple tart and I asked the waitress if she had any recommendations.  She said Cheesecake in a jar!  I had already ordered the apple tart, and said 'Oh well, maybe next time I will get it.'  She said-do you want it too?  I said I couldn't eat another bite (I was so stuffed).  So she said "would you like to take it with you for later?"  I said to her that I was going to see Elements so I didn't really want to carry a dairy dessert with me for the next hour or so.  It wasn't a big deal for me.  But she said "Mr. Jeff-you are in the Haven, yes?"  I said I was.  She said "Let me call your butler and it will be waiting for you when you get back to your stateroom."  I said "Oh I couldn't make him do that..."  She said "He will be happy to do this for you."  I asked if I should call him on the phone to request it?  She said "No, Mr. Jeff...I handle this for you."  I felt kind of weird about it, but when I got back to my suite, there it was, on a white table cloth, dessert spoon, and napkin.  

 

The next day, I saw Ketut and said "Ketut, thank you so much for doing that last night with the dessert.  It meant a lot to me that you were willing to do that."  He had a big smile and said "I am so happy Mr. Jeff.  This is your vacation!"

 

I think the important thing to remember is that the staff on these ships work incredibly hard.  Long days, long hours serving us the guests.  I saw a lot of people in the Haven (well, maybe not a lot, but certainly some) who took advantage of the service-I even saw someone snap fingers.  I was so very embarrassed for them.  The Butlers and Stewards, along with the servers...everyone...even the guy who cleans the elevator buttons (there is one) are working to make money for their families at home, or for other reasons.  When I took the time to ask them where they were from, or how to say hello in their language...they always smiled.  And not just a service smile...a genuine smile.  It makes a huge difference.  They work all the time, non-stop.  They deserve our respect.

 

At the end of the cruise, I made sure I filled out a card for each member of staff that interacted with me.  If they get enough, they get to wear this little green pin and are paid more on their next contracts.  I did also tip the butler and room steward at the end.  Did I need to tip the servers at the Haven pool?  No, it was covered by my gratuity on my drink, but it was a dollar.  It didn't change how many times they came to me, or to others who did not tip. But, $1 was always graciously accepted by them.  They are woefully underpaid for their jobs, for all the hours they work.  

 

Anyway, my 0.02 on Butlers, and my general Haven experience.  It was an amazing week and I can't wait to do it again.

 

[don't-use-real-name]

3 hours ago, bonvoyagie said:

DURN - we have not tried this before but were going to try it this time. We have got cans of pop at some bars in the past. 

You have the soda or beverage package some of the time you can get the cans wrangled out of the hands of the bartender.

 

I would guess after reading here at CC that they are not supposed to tender the cans to the guests.

The exact policy I don't know.

 

It may help to show your key card that you are in a suite and or a Platinum customer.

(indeed as OS DOS GV these categories get canned beverages in the fridge but NO BEER)

For a Butler attended suite ask the Butler and see what he can do ?

The problem here is the suites that have the mini-fridge with chargeable contents NCL will want you to pay for these

mini-fridge items.

 

Back to the bartender - not all bars have canned beverages except for maybe tonic water root beer ? ginger ale ?

Club Soda can be dispensed by the fountain machine as well as Pepsi Diet P Sierra Mist  Mt Dew ?

I would guess that this all varies by ship and the type of bar service.

 

Note on the BST when you visit the galley between the two MDRs look for the beverage unit (look for the (jail like)

bars enclosure) and you will see a limited selection of booze and beverage items for MDR use.

Now go to the Atrium or O'Sheehan's and everything in house is there as well as Gatsbys. The Topsiders Pool

Bar has a limited selection favoring soft drinks (perhaps the best place to try and get cans).

 

Frequent contact with the same bar staff and TIPS will of course help.

 

One thing that I find about the mini-fridge items is the shelf life and if the previous guest customer had an

affinity for James Bond "Shaken and not stirred" beverages - BEWARE the canned items in the mini-fridge

when opening - angle away from anything you don't want sprayed or soiled !

 

NCL could take a lesson from the Hotel industry of having concession vending machines located throughout

the ship - something uniformly cold - with fresh dated items and leave the mini-fridge for the guest/customers

own items medicines sweets treats water and after dinner drinks from the bar.