Steven Ferry

Chairman International Institute of Modern Butlers

FerryProfessor Steven Ferry trains butlers and other service professionals in private estates, luxury hotels and resorts, and other superior-service venues. He is chairman of the International Institute of Modern Butlers ( and author of the best-selling industry text, Hotel Butlers, The Great Service Differentiators ([email protected])

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Insights by Steven Ferry (24)

Thinking for Yourself May Be the Only Regimen for a Full Recovery - Part III

"Most tyrannies have been possible because men moved too late. It is often essential to resist a tyranny before it exists." - G.K. Chesterton, Eugenics and Other Evils: An Argument Against the Scientifically Organized State.

Thinking for Yourself May Be the Only Regimen for a Full Recovery - Part II

"Withholding information is the essence of tyranny. Control of the flow of information is the tool of the dictatorship." - Bruce Coville. [Preamble of 110 words] Last week, we looked at how the official response to the pandemic morphed from great concern about the danger; to numbness at the economic devastation (the UN World Tourism Organization estimated earnings down 80% on 2019 and the loss of 120 million jobs); to increasing rejection of the absurd.

Thinking for Yourself May Be the Only Regimen for a Full Recovery - Part I

Do you personally accept the "New Normal" for the hospitality industry and society as a whole—which is based on the premise that Covid-19 is a singularly dangerous threat that requires a complete cha.

What Happens When Quality Assurance Morphs into PR & Marketing?

If Quality Assurance had not been taken over by such interests, it would be focused on operational audits and follow-up actions that result in improved service and thus influenced guest perception based on real-world intentions and actions.

Auditing the Auditors, Part III of III - The Art of Finding the Pulse

In the first two articles in this series, we looked at how independent Quality Assurance programs have fallen into a conventional wisdom and modus operandi that is out of touch with their clients' and their guests' needs and then examined the challenges and relevance of QA in helping their client's assess their performance in a world increasingly guided by the megaphone of social-media reviews.
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