Specialized trainings to be conducted by renowned international trainer for Manila Hotel personnel
Leading hospitality school Asian School of Hospitality Arts (ASHA) has formed a partnership with historic 5-star hotel The Manila Hotel for a series of luxury training programs as part of Manila Hotel’s continuous staff development plan.
These specialized trainings were conducted by renowned international trainer Josephine Ive, Director and Principal Trainer of Magnums Butlers International (MBI), the longest running butler school in the world known as a provider of highly professional luxury hospitality training for private and hotel butlers, and super yacht stewards and stewardesses.
Through the Cravings Group’s ASHA, Ms. Ive recently held a one-day Introductory Course on 7-Star Butler Service, a highly detailed and personal approach to providing excellent guest service, which was held at the Rigodon Hall of The Manila Hotel. The training was well-attended by executives from some of the country’s premier resorts and hotels, which included key executives and staff from The Manila Hotel.
“Josephine Ive is well-traveled and she teaches at top luxury hotels worldwide so she is an expert at international standards. Her insight and experience is very important in making our people understand what luxury is,” said Gerhard Doll, Resident Manager of the Manila Hotel.
Ms. Ive has been in the hospitality industry for decades and developed the 7-Star Butler Service Training herself. She also holds the distinction of being the UK’s first female butler and has provided excellent butler service to the British Royal Family and British High Court judges.
“What we learned from Josephine is two-fold. One part is to develop our staff and give them a platform to grow. The second part is raising the bar in terms of service and giving our guests the luxury experience,” Mr. Doll said. “What we want to see coming out of this luxury learning expedition is to go into the real meaning of luxury.”
“When the staff delivers the laundry to the guest’s room for instance, she won’t just put it in a basket but also put a little ‘thank you’ note. It’s the emotional part, the personalization and the little finer things that we want to apply when dealing with our guests,” Mr. Doll added.
ASHA made it possible for Manila Hotel’s staff to attend Ms. Ive’s extensive 5-day training on 7-Star Service. Mr. Doll and his team are also looking at specialized trainings that will cater to different staff levels.
“Going forward, we will be looking at more customized trainings perhaps for supervisors or it could be a Train-the-Trainer or Ambassador Program, a butlers-only refresher or a second level butler training. We’re hoping to roll out the next one very soon,” Mr. Doll said.
“Training has to be done well and you have to choose the right trainer. We are very privileged and happy about the partnership with ASHA for this great program.”