Author
Author Bio

Steven Ferry

Professor 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 (www.modernbutlers.com) and author of the best-selling industry text, Hotel Butlers, The Great Service Differentiators (stevenferry@modernbutlers.com)

Articles by Steven Ferry (17)

Love and The New Age of Service

while the interests and needs of team mates and guests are inexplicably nowhere to be found on the radar. These kinds of individuals need to be weeded out during the hiring process, because they drag down the morale of the good staff if allowed to join the team.Above these two ...

Mr. Bicycle and Other Challenges

Thereafter, during the training of the butlers, "Mr. Bicycle" was held up as an example of an irate guest and the subject of role-playing on how to handle them through communication alone, without comping.After a decade crisscrossing the globe in luxury resorts and hotels, plenty ...