Elena Gu­seva says com­mu­ni­ca­tion skills are ex­tremely im­por­tant for but­lers. The role de­mands a high level of emo­tional in­tel­li­gence to en­sure all di­a­logue is tai­lored to each guest

Hotelier Middle East - - CONTENTS -

Kempin­ski Mall of the Emi­rates but­ler Elena Gu­seva.

When did you join Kempin­ski Ho­tel Mall of the Emi­rates, and what pre­vi­ous ex­pe­ri­ence or train­ing have you had as a but­ler? I joined the Kempin­ski team in April 2018. I pre­vi­ously worked as a but­ler for one year at the Bel­mond Grand Ho­tel Europe in St. Peters­burg. As for ed­u­ca­tion, I have com­pleted my but­ler train­ing at Heil­bron Hos­pi­tal­ity School in Cape Town this Septem­ber.

Why are but­lers im­por­tant in lux­ury ho­tels?

In my opin­ion, but­ler ser­vice is the core of lux­ury hos­pi­tal­ity. Our job is to make ev­ery per­son that en­ters the doors of the ho­tel feel spe­cial, which is why peo­ple choose lux­ury in the first place.

How is the role evolv­ing?

Ev­ery day is dif­fer­ent, and there are al­ways new things com­ing up, which means that we will have to con­stantly de­velop to stay on top of our game. With the lux­ury ho­tel in­dus­try be­ing more ac­ces­si­ble than ever be­fore, but­ler ser­vice isn’t that rare for peo­ple any­more. This means that we need to go above and beyond with our ini­tia­tives and so­lu­tions ev­ery sec­ond of the day to en­sure that guests feel a bet­ter ex­pe­ri­ence that what our com­peti­tors of­fer.

What do you most en­joy about your job?

There is noth­ing quite like the feel­ing of greet­ing guests and rep­re­sent­ing the ho­tel. It’s an amaz­ing feel­ing to know that you are the one to set the stan­dard and give them an im­pec­ca­ble im­pres­sion from the be­gin­ning and of­fer an ex­pe­ri­ence like no other.

What are the big­gest chal­lenges of the role?

It can get ex­tremely hec­tic, and there are never enough hours in the day, it seems. You never know what’s around the next cor­ner so you have to be ready to tackle any­thing that is thrown at you.

How do you mon­i­tor guest feed­back? Com­mu­ni­ca­tion is ex­tremely im­por­tant, and de­mands a high level of emo­tional in­tel­li­gence to en­sure all di­a­logue is tai­lored to each guest. It’s crit­i­cal to make each guest feel like you are al­ways present, at­ten­tive and ready to com­mu­ni­cate. Most im­por­tantly, we are con­scious about build­ing a pos­i­tive and trust­ing re­la­tion­ship with all guests.

How do you deal with dif­fi­cult guests or other tricky sit­u­a­tions?

Pa­tience is of course es­sen­tial, but self-aware­ness is also key. Frus­tra­tion can oc­cur if the mind is not calm and fo­cused, and this will pre­vent you from find­ing the ideal so­lu­tions you need in these sit­u­a­tions. It’s im­por­tant to al­ways be em­pa­thetic and un­der­stand­ing, be­cause at the end of the day guests have the right to be them­selves, and we need to re­spect that to main­tain and build re­la­tion­ships.

How do you keep your­self mo­ti­vated?

I am thank­ful to have a very re­ward­ing job, where I don’t need to look too far to feel in­spired or mo­ti­vated, as I get to meet amaz­ing peo­ple from all over the world ev­ery day. It’s an in­cred­i­ble feel­ing to know that I am a key el­e­ment to­wards mak­ing their day a lot brighter!

What part of your role at Kempin­ski are you most proud of?

The fact that we deal with VIP guests who can be de­mand­ing per­son­al­i­ties with high ex­pec­ta­tions, by con­stantly adapt­ing, lis­ten­ing and im­press­ing them with the ser­vice we pro­vide.

Elena Gu­seva, but­ler, Kempin­ski Mall of the Emi­rates.

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