Hospitality Experience
Butler Program Enhancement
Our team was engaged by One&Only Resorts to design and implement a transformative Butler Program that would serve as a signature brand differentiator within the luxury hospitality market.
The initiative required a complete rebranding of the department, elevating the butler service to align seamlessly with the resort’s ultra-luxury positioning. Through an in-depth analysis of guest expectations and service trends, the project aimed to redefine the butler role, ensuring it became a cornerstone of the One&Only guest experience.
Project Scope
The scope of this project encompassed multiple strategic initiatives, including the development of detailed Standard Operating Procedures (SOPs) that outlined precise service standards and guest interaction protocols.
A comprehensive training program was delivered to existing butlers, focusing on refined service techniques, elevated personalization strategies, and proactive anticipation of guest needs. Simultaneously, leadership teams were provided with the necessary skills to identify, train, and mentor new butlers, ensuring consistency in service delivery across properties.
The program integrated real-time performance evaluations and continuous coaching, fostering a culture of excellence and adaptability. Beyond training and implementation, additional tools and resources were developed to support long-term program sustainability. Custom guest profiling systems and service customization guides were introduced to enhance the personalization of each guest’s stay.
The impact of this initiative was reflected in increased guest satisfaction scores, heightened brand loyalty, and a strengthened competitive positioning for One&Only Resorts. By redefining the butler experience, this project successfully positioned One&Only as a leader in personalized luxury hospitality.
Project Location
Dubai, UAE
