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NCL butler - what's the normal performer job expectation?


erdoran
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Does anyone KNOW what NCL's job expectations of a butler are? I've read stories of wonderful butlers who notice little things and amaze and delight pax by being aware of them--for example, a family we cruised with mentioned their DD loves berries and magically, every evening a bowl of berries appeared! There was a problem with their keycard, butler saw and within 5 minutes butler arranged to get it fixed & get them new cards. Things like that. And then there are other threads where butlers are said to bring the daily treats & maintain the coffee machines, but that's all - and some may not even do that! Other threads talk about butlers doing the machines, treats, and ensuite dining--and others said butlers tell them to call room service!

 

So--is the "berry butler" an exceptional performer? How about the ones who willingly serve ensuite meals, special request bedtime snacks, and even offer menus? The ones who offer to unpack, or do so willingly when asked? Are these butlers doing their jobs (although certainly well) or are things like these way above and beyond?

 

And is the normal job expectation coffee machine and scheduled afternoon treat plate, with anything beyond that being in the "not in my job description" realm?

 

It would be SO HELPFUL to know this!!

Edited by erdoran
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I've been in two suites on NCL. The first butler was not very good. I think some of it could have been a language barrier. For example, I am mostly a beer drinker and wanted to know if the alchohol could be exchanged for beer. He said 'yes, you can get two". I thought he meant two six packs for each bottle but I was shockingly mistaken. After I recieved the 2 sixpacks and drank them was when he told me that was all I was getting:eek: Stupid me exchanged 3 bottles of booze for 2 lousy six packs of beer. Another example was he would only give me 6 cans of each kind of soda it was NOT unlimited like I thought it was. This was on the Dawn.

Then we had an AB penthouse on the Spirit. The butler was very accomodating. He ended up waiting on two of the kids who were staying in the room but not booked in there. He gave us free soda even though it didn't come with the room. He brought the kids plates of cookies every night without being asked. I'm still not sure what to expect from the next butler.

Edited by Smellytoes
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Although all butler stories are welcome, I'm adding a different twist to this question, and I hope NCL will weigh in....what I'd like to know is what NCL's expected service level is for butlers. If I were to ask for more, I would tip more generously than otherwise, knowing that my request is OUTSIDE the butler's job expectations (or I wouldn't ask in the first place)--and I am NOT talking about anything oddball or obviously inappropriate, but the type of things that are mentioned on CC that people thought were really great about their butlers. I'll bet that the job description is probably something like "coffee machine, unpacking, snack plates and perhaps an ensuite meal or two" and nothing more, and all the exceptional service stuff like smellytoes' cookie story, or the berry butler, are well beyond what the butlers are trained, or expected to do.

 

....or I could be wrong and this is the norm! I'd certainly like to know before my next cruise, so if I get a butler like I've seen described, or if I want to make a request, I'll know whether or not it's in their job description, or whether my expectations are too high for normal service, based on what turns out to be a truly exceptional butler and service level.

 

Make sense? I'm sure it will be helpful to a lot of NCL suite newbies!

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Our butler on the Jade maintained the coffee machine, brought evening canapes, brought us menus for all the restaurants and kept the MDR menus updated daily, brought us room service, put out the cushions for the balcony loungers every morning if we hadn't already done so, and kept our supply of tonic stocked (at no charge). We would take the cordless phone from our cabin into port with us, and as we were reboarding we'd call the butler to let him know to have ice in the room when we got back.

 

If you have a butler, you should also have a concierge. They can make reservations for the specialty restaurants, get you around the line for the MDRs, and book excursions. We'd chat with ours every morning after breakfast at Cagney's to get tips about things to do in port and sometimes to make our reservations for dinner that night.

 

I missed having the butler and concierge on our last cruise when we booked a balcony. I wish NCL would let passengers pay for butler and concierge service without booking a suite.

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There might be some confusion over exactly what you are asking for with this thread (as we've already seen). Let me take a stab at restating the question...

 

 

What the OP is looking for is an inclusive list of ALL job duties of an NCL butler.

 

There are two useful purposes to the list:

(1) To make sure that the OP does not accidentally ask the butler to perform a task which is outside of thier job description.

~~Nobody wants to think the butler did a bad job because he didn't do something that he wasn't supposed to do in the first place.

 

(2) To make sure that the OP does not accidentally miss out on a desired service simply because they were unaware that the butler was able to provide it.

~~Nobody wants to say "Awwwww, I didn't know I could ask for THAT!"

 

 

Am I in the ballpark here?

Edited by edjack999
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There might be some confusion over exactly what you are asking for with this thread (as we've already seen). Let me take a stab at restating the question...

 

 

What the OP is looking for is an inclusive list of ALL job duties of an NCL butler.

 

There are two useful purposes to the list:

(1) To make sure that the OP does not accidentally ask the butler to perform a task which is outside of thier job description.

~~Nobody wants to think the butler did a bad job because he didn't do something that he wasn't supposed to do in the first place.

 

(2) To make sure that the OP does not accidentally miss out on a desired service simply because they were unaware that the butler was able to provide it.

~~Nobody wants to say "Awwwww, I didn't know I could ask for THAT!"

 

 

Am I in the ballpark here?

 

For me, more #1 than #2. Essentially this comes down to

 

1. "I don't want to think the butler is "bad" or get upset or complain if the butler is doing exactly what they have been trained to do and no more"

2. I might still ask for something (reasonable) that I know is outside their job description, but I'd preface it by saying "I know this isn't in your job description but ....", accept "no" for an answer without thinking less of them, and conversely if they did it, or without being asked did things like the berry story, or Shark's Jade butler did--KNOWING that this is truly way above what they are training/expected to do, my tip would be WAY ABOVE what I would have otherwise tipped.

 

Does this make sense? I want to tip properly, and one way to do that is to know whether someone is meeting or exceeding job expectations. I also don't want to feel cheated when I don't get services I think I'm entitled to, when it turns out that my expectations are the problem rather than the butler's performance.

 

Thanks for clarifying my question!

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There is a fine line between personal servant and butler. I think some people think they are the same just because they cruise in a suite. I have stayed in several NCL suites and had different types of butlers.

On Epic it is important to realize one butler is assigned almost 10 suites. It almost impossible to keep up with "needy" passengers with that kind of responsibility. For example, on the Epic we had a great butler but one night we asked for 2 drinks to be delivered to the room. Our butler could not honor the request because she was busy escorting suite guests and their non-suite friends to shows. She also had more escorting to do and a busy list for the suites that she worked for. The butler simply got a waiter from a restaurant to deliver the drinks.

I dont think people understand the amount of work butlers do on a ship like the Epic. In addition, butlers are not part of the $12 day gratuity added to your bill. They work on tips.

I realize some will be harsh on me for saying this but the butler is NOT supposed to be your personal servant. They will assist you and bring you what you want. But I have seen too many threads here on CC being critical of butlers for trivial issues.

My experience has never seen a "slacker' butler on any NCL ship. Butlers walk a fine line of not being overly intrusive but catering to your needs.

NCL will deliver treats to your rooms most nights and bring snacks but I hate the threads that bash butlers because one night a plate was not brought to the room. All you need to do is pick up the phone. The butler's job is not to kiss and bow to you but to work and serve your needs.

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Actually, when you start researching what a butler's job is, you will find the job is called a "personal servant". They are there to make your life easier and take care of you wishes. The should serve you anything you ask that is within their power. Serving your meals and drinks, packing and unpacking. Ensuring your suite is properly taken care of by both themselves and the room stewards. Taking care of your laundry and ensuring it is returned promptly are all part of the butlers job. On some cruise lines (HAL for example) it includes shining your shoes daily if required. The list goes on. You should feel free to ask for anything that seems to be reasonable. As suggested earlier, if your request is refused/ignored, you should check with the hotel manager or concierge and verify. I hear the argument for each butler on the Epic has 10 suites, but, unlike the stewards, they don't have to clean, make beds, dust etc. The just check to ensure it is done. Their main job is to make you happy. :D

Edited by rvsullivan
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You make some excellent points, especially about butlers having to be responsive to several other suites besides your own. I think this is where people often run into "issues" with their butler - say they order room service, and are disappointed when it arrives later than their taste, or served at one time rather than "course-by-course". They are usually not taking into consideration that the butler may be serving dinner to four suites that evening, and that he is doing a balancing act or that their every request is delaying fulfillment of another guest's wish. It must be remembered that one man can only be in one place at a time.

 

It's the same with people who might request a late-night snack (cake at midnight?). They might not consider that the butler has early morning duties, like three rooms of breakfast to deliver at 6am, and that he is usually asleep in bed - to respond to your request he will have to wake up, rise, get dressed, and get you that piece of cake - then go back to bed and get up a few hours later for breakfast service.

 

We are fairly easy suite guests. We get a few breakfasts ensuite, have had two ensuite dinners in all of our cruises, we get our own late-night snacks from Blue Lagoon, we order bar setup and make our own drinks. We have made very few special requests, but those we have asked for have been fulfilled with a smile. We tip very well, because we have both been in the service business, and I have seen what NCL butlers go through with "needy" or cheap or occasionally rude passengers. Only once have we had a butler who was not 110% up to par, and he wasn't that bad - maybe 70% (our butler on Celebrity only ranked about 30%). I also tip well because even if you ask for nothing special, there is so much that is carried out behind the scenes by both the concierge and the butler that most people probably never even notice, they only notice that they are having a great cruise.

 

I think it is appropriate to ask the butler for whatever you wish, but be prepared for a "no can do" answer or perhaps a delay or even a substitution (delivery by room service instead or strawberries instead of mixed berries if that is all he can find onboard). And be prepared to tip accordingly for all special requests.

 

Robin

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ButlerService

The Butler liaises closely with the Concierge to provide 24-hour personalized service for the Villa/Suite guests who are given a direct phone or pager number to contact the Butler.

 

Each Butler is assigned to take care of an average of 9 Villas/Suites each (not available to guests in Mini-Suites). Services include:

  • Unpack luggage
  • Expedite dry cleaning processes
  • Shoe-shine service
  • Serve at Cocktail parties in Villas/Suites
  • Serve Dinners in Villas/Suites
  • Delivery of fresh fruit
  • Delivery of sodas/water/liquor/wine/newspapers if ordered (These are NOT complimentary in all Suite categories)
  • Delivery of movies from a DVD library
  • Ensure balconies/gardens are stocked with fresh towels/seat cushions
  • Fill/empty hot tubs (NOT available in all suites) and instruct guests on safe use

Tips for Butler and/or Concierge are NOT included in the $12 pp per day service charge. We recommend guests consider offering a gratuity commensurate with services rendered.

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Actually, when you start researching what a butler's job is, you will find the job is called a "personal servant". They are there to make your life easier and take care of you wishes. The should serve you anything you ask that is within their power. Serving your meals and drinks, packing and unpacking. Ensuring your suite is properly taken care of by both themselves and the room stewards. Taking care of your laundry and ensuring it is returned promptly are all part of the butlers job. On some cruise lines (HAL for example) it includes shining your shoes daily if required. The list goes on. You should feel free to ask for anything that seems to be reasonable. As suggested earlier, if your request is refused/ignored, you should check with the hotel manager or concierge and verify. I hear the argument for each butler on the Epic has 10 suites, but, unlike the stewards, they don't have to clean, make beds, dust etc. The just check to ensure it is done. Their main job is to make you happy. :D

A butler is not a personal servant. A butler works for the cruise line and is not personal to you. Him/her is responsible for lots of other passenges besides you.

 

I think this confusion is what gets people frustrated. The butler is not waiting around for your next call or request. They are busy assisting other passengers too.

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I've been in two suites on NCL. The first butler was not very good. I think some of it could have been a language barrier. For example, I am mostly a beer drinker and wanted to know if the alchohol could be exchanged for beer. He said 'yes, you can get two". I thought he meant two six packs for each bottle but I was shockingly mistaken. After I recieved the 2 sixpacks and drank them was when he told me that was all I was getting:eek: Stupid me exchanged 3 bottles of booze for 2 lousy six packs of beer. Another example was he would only give me 6 cans of each kind of soda it was NOT unlimited like I thought it was. This was on the Dawn.

Then we had an AB penthouse on the Spirit. The butler was very accomodating. He ended up waiting on two of the kids who were staying in the room but not booked in there. He gave us free soda even though it didn't come with the room. He brought the kids plates of cookies every night without being asked. I'm still not sure what to expect from the next butler.

 

Not for sure when you cruised or if this has changed, but when you are in the OS, you should get unlimited mixers, including soda's. I think your Butler must have been new or something. 8-)

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ButlerService

The Butler liaises closely with the Concierge to provide 24-hour personalized service for the Villa/Suite guests who are given a direct phone or pager number to contact the Butler.

 

 

Each Butler is assigned to take care of an average of 9 Villas/Suites each (not available to guests in Mini-Suites). Services include:

  • Unpack luggage
  • Expedite dry cleaning processes
  • Shoe-shine service
  • Serve at Cocktail parties in Villas/Suites
  • Serve Dinners in Villas/Suites
  • Delivery of fresh fruit
  • Delivery of sodas/water/liquor/wine/newspapers if ordered (These are NOT complimentary in all Suite categories)
  • Delivery of movies from a DVD library
  • Ensure balconies/gardens are stocked with fresh towels/seat cushions
  • Fill/empty hot tubs (NOT available in all suites) and instruct guests on safe use

Tips for Butler and/or Concierge are NOT included in the $12 pp per day service charge. We recommend guests consider offering a gratuity commensurate with services rendered.

Thanks, exactly what I was looking for. I think my concern was that I wanted a reality check - were my Cruise Critic type expectations really NOT in line with reality? Sounds like they are very much realistic. And I would hope none of us would have a problem with things like a waiter bringing something rather than the butler, or if only strawberries were available instead of mixed berries, that's what you get (along with that very simple explanation, so it's clear your request wasn't ignored!), or even having to wait a bit because the butler has six ensuite dinners to get simultaneously!

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I think this is where there will be confusion. I've heard many a times, that just because you don't use them directly, that tipping would not be required. I still have trouble with what is a reasonable amount myself, but do understand that it's still kind of necessary to.

Tips for Butler and/or Concierge are NOT included in the $12 pp per day service charge. We recommend guests consider offering a gratuity commensurate with services rendered.

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Thanks, exactly what I was looking for. I think my concern was that I wanted a reality check - were my Cruise Critic type expectations really NOT in line with reality? Sounds like they are very much realistic. And I would hope none of us would have a problem with things like a waiter bringing something rather than the butler, or if only strawberries were available instead of mixed berries, that's what you get (along with that very simple explanation, so it's clear your request wasn't ignored!), or even having to wait a bit because the butler has six ensuite dinners to get simultaneously!

 

Then you will be a perfect suite guest! I didn't mean anyone here personally when mentioning those things, just the general complaints you often hear in reviews and posts on this site (people not taking others into account or Complaining about / penalizing the butler for such). For example, I know someone who "fired" their butler because he did not serve them dinner course-by-course. You will have a GREAT cruise!

 

Robin

Edited by Fishbait17
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So--is the "berry butler" an exceptional performer? How about the ones who willingly serve ensuite meals, special request bedtime snacks, and even offer menus?

 

I think "ensuite meals" means dining in the bathroom.

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We were in our first suite in December...knew sort of what to expect from CC....From what I can tell...our butler was good...we asked for nothing special ...but did have to remind him about coffee machine needing service a few times..and to follow up on a problem with safe not working...

 

 

In his defense...I believe he was just assigned to the ship -that day (as was our steward!)...so there was a acclamation issue for both... and both really wanted to please...but seemed a little overwhelmed and "new".....it must be so hard for them to change ships ...as not matter how good you are...it must be difficult to adjust to new suites and coworkers..

 

 

We tipped both well...and wished them well on their new ship..

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Just a mention here of how some suite people monopolize their butler's time without any consideration for the other guests. Its just common courtesy and common sense. On one of our trips there was a family in a suite who demanded a full breakfast every morning served in their suite. Which yes, they are entitled to it, but they also had other family members join them from their regular rooms (they constantly bragged about it, that's how we know). (& I've seen here on cruise critic how people say to have the meals served in your suite because other family members who are not eligible to eat at Cagney's for breakfast & lunch, can then join them.) Our butler was just frantic that whole week and kept apologizing to us. We are not that needy so it wasn't a big deal. Its just a sad situation when people have that entitlement mentality.

We usually tell our butler at the beginning of the week what our plans will probably be and sometimes our plans have changed. And I've gotten the comment that its not necessary and also I've been told it was much appreciated while he was writing it down in his little planner. Having dinner served in your suite is a great treat, you do want to take advantage of that perk. Its also nice if you're going on an excursion and get back mid afternoon. Then your butler can get your lunch which also depends on if all his other suite guests don't have the same idea. Depending on the ship you're on, for late night snacks, I think its a lot faster just to go get something yourself.

Attitude is everything. If you treat your butler with the respect he deserves, your vacation will be that much happier.

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I'm enjoying this thread. Our butler two weeks ago on the Epic was entirely marginal-- not bad, but not going to do a thing he didn't obviously have to do, and he was very mild-mannered and agreeable (even in his resistance!:p), so we weren't driven to be upset. We are not demanding people, but it would have been nice to have someone who volunteered their services or who seemed like they would find a way to get something done. We did discuss with him our expectations (coffee stuff, cheesecake for DS, both of which happened, and restaurant menus, which did not), and he did write them down. We definitely felt that his goal was to do only what was absolutely necessary. I do think that the personality and drive of the butler comes into play, not just the needs and attitudes of the passengers. Just as some pax can be too demanding or make inappropriate requests, some butlers apparently can be lazy or not up to the job. I did think about saying something to the concierge, but I decided that we were not using him to such a degree that I had anything tangible to complain about-- it's harder to complain about attitude than about facts. Of course, for my complacency, I will be stuck with him again next year!!!:eek:

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First time we had a suite the butler rang the doorbell and we had no idea what it was (never had a doorbell on a cruise before). He finally ended up knocking. We still laugh about it today.

We also ask very little of the butler (always have been happy with their service) and they make us feel like we are underutilizing them.

 

Sea Monster I think how long the individual has been butlering may have a lot to do with the level of comfort and service.

Edited by P&Lcruising
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When we had our first suite we didn't know what to expect. We still laugh about asking the room steward for some coffee pods and within 60 seconds (I'm not kidding!) our butler was knocking on our door with the pods and many apologies and explanations of his "duties." We still never asked for anything beyond the coffee pods, but he asked everyday how we were and if we needed anything to please call him.

 

Our second suite we were in a villa. We thought we would really be bold and ask if he could bring the MDR menus up early in the day so we could decide if we wanted to eat there or in a specialty restaurant. He brought it the first day at 4:00, the second day at 5:00, and not at all after that. We also asked that he bring our afternoon treats a little earlier (about 4:00 or so, because we often went downstairs for a before dinner drink and to listen to a band. That never happened either. We always had appetizers waiting when we returned to the cabin after the evening activities (shows, etc.). Luckily, our concierge, Carlos, was a dream! He was taking care of us when we didn't even know we needed something! He was/is the absolute best!

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I think this is where there will be confusion. I've heard many a times, that just because you don't use them directly, that tipping would not be required. I still have trouble with what is a reasonable amount myself, but do understand that it's still kind of necessary to.

 

 

 

Tips for Butler and/or Concierge are NOT included in the $12 pp per day service charge. We recommend guests consider offering a gratuity commensurate with services rendered.

 

 

I hear your question. If I don't use the butler, should I still tip them because they're not part of the tip pool. Some will suggest that the answer is 'yes', because they require these funds to live on.

 

On the other hand, having a job...say, at McDonalds, does not guarantee that you will be able to work every shift, in order to make the amount of money you desire.

 

Having the job, and 'doing' the job are two different things. Should they be compensated for work performed, absolutely. Should they be compensated if they got to take the afternoon off, just because they have that job.... I'm less certain.

 

I've worked long ago in a type of role which required me to occasionally be 'on call', and we did not get paid unless we were summoned to work.

 

 

 

 

Me, I tip generally $100 for the concierge, and $50 for the butler as a baseline (for the week...all-in for both of us), though on EPIC we tipped $150 / $100 because we really liked both.

 

 

 

.

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...

 

Me, I tip generally $100 for the concierge, and $50 for the butler as a baseline (for the week...all-in for both of us), though on EPIC we tipped $150 / $100 because we really liked both.

 

 

 

.

 

I am also unsure what to tip the concierge and butler.

 

On our recent Epic sailing we had pre-booked ALL our dining and entertainment. The ONLY thing the concierge did for us was walk us to one show. As for the butler, twice she brought cookies and milk which was requested. There was no dining in the suite - though she did check in on us regularly.

 

For their services I tipped the Concierge $20 (for the single show escort - with several other people) and the butler $70 ($10/day).

 

That seemed reasonable to me - though I really wonder what the norm is (yes, I know it should vary on utilization and such).

 

Tom

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Thanks for your reply. Because of them not being in the tipping pool, makes me feel like I should leave something behind. My partner and I only use the butler, and always leave more for him/her than the consierge. We just never seem to need him/her. I'm glad to see how much you tip, as I see I'm more inline.

 

 

Me, I tip generally $100 for the concierge, and $50 for the butler as a baseline (for the week...all-in for both of us), though on EPIC we tipped $150 / $100 because we really liked both.

 

.

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We are pretty easy going and usually do not ask for much. We have at least one breakfast and one dinner in the suite. My daughters enjoy picking up a late night snack from the Garden Cafe after I pick them up from the kids club... the fun part for them is picking out their own snack with few restrictions because we are on vacation. :)

 

We have been fortunate in that we have had awesome butlers who have exceeded our expectations. Last summer on the Epic TA, he absolutely spoiled my girls... kept the fridge stocked with chocolate milk after he noticed my youngest DD loved it and brought us a plate of cookies each afternoon once he saw we were bringing some back from the Garden Cafe after lunch. We didn't ask for these things but it was nice that he did them on his own.

 

We are in another CY villa on the Epic this summer and I'm sure we won't have the same butler, but I'm sure the experience will good just different. I will probably have to help my youngest adjust her expectations because she absolutely loved having a butler, wrote about it at school and still talks about. It was also the one thing she complained about missing on our recent B2B cruise in a suite on the Disney Dream. I think I've created a suite life monster! :D

Edited by hencoll
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