At Your Service

Three butlers share the secrets of how they weave wonders for guests on land and at sea.

By Andrea Yu | Illustrations by Joel Kimmel

From show-stopping views to palatial bathrooms, travelers staying in high-end suites and staterooms enjoy many luxurious perks, but no other amenity oozes opulence quite like a dedicated butler. Butlers provide personalized service for guests, assisting with everything from unpacking luggage to having a favorite drink at the ready each day.

We sat down with three hotel and cruise butlers — Chokhoni, a butler for Silversea Cruises; Gabriela Bolaños, a hotel butler for La Casa De La Playa By Xcaret in Mexico’s Riviera Maya; and Shameer Ampopilakkil, head butler for Regent Seven Seas Cruises — to discover how they might make your next vacation your most memorable one yet.

Chokhoni

Butler For Silversea Cruises

How can guests get the most from their butler experience?

While butlers are trained to observe and anticipate guests’ needs, you can also let us know from the first day what your preferences are. If you like to have a cup of tea in your room before breakfast, we can automatically send it each morning. We also take care of unpacking your suitcase, make restaurant reservations and provide white tablecloth in-suite service.

What’s a service you offer that guests might not know to ask for?

We have a bath service where guests can select between one of three bath-salt fragrances and we’ll draw the bath for them, setting up candles, a pillow, bathrobe, slippers and a glass of champagne.

When it comes to everyday services, what do your guests really appreciate?

During room cleaning, we clean guests’ eyeglasses and sunglasses using a cloth and spray. We also clean and shine four different types of shoes: sneakers, suede shoes, patent leather and regular leather. When guests come onboard, we usually ask if they would like these services and will continue to provide them every day.

Gabriela Bolaños

HOTEL BUTLER FOR LA CASA DE LA PLAYA

What’s the most unexpected request you’ve ever received?

One day, a guest asked me to take care of his pet monkey while he was gone. I was surprised; I’d never taken care of a monkey before. So I watched some videos online about how to care for them. The monkey was very playful — but a little mean if I didn’t play with him enough!

What are some ways you take the guest experience to the next level?

We love to surprise guests. If they let us know it’s their birthday, we might decorate their suite with balloons or send a gift to their room. If a guest tells us they got really sunburnt, we’ll place some aftersun in their suite. It’s all about anticipating their needs so that guests can relax and feel comfortable during their vacations.

Has a guest ever asked you to coordinate a special celebration, like a proposal?

One guest wanted to propose to his girlfriend and gave me his grandmother’s ring to keep safe. He didn’t want to leave it in the room in case his girlfriend found it. We planned a private dinner for them at another Xcaret property and I brought the ring to that hotel. Thankfully, the proposal went smoothly and she said yes!

Shameer Ampopilakkil

Head Butler For Regent Seven Seas Cruises

Can you share a story about a time you went out of your way to help a guest?

One guest sailing with us had a liking for a specific brand of coffee. We notified one of the butlers who was not yet onboard and he went out of his way to find it at his local airport before joining the ship. The guest was delighted to see his favorite coffee in the room a few days later.

How can butlers help guests enjoy their staterooms to the max?

Butlers can tour staterooms with guests to deliver pieceby-piece know-how of the capabilities within their rooms, while also customizing the space to best suit their needs. We can place their most-used belongings within easy reach or learn their preferred temperature and light settings.

Tell us about a notable experience you’ve had as a butler.

I took care of a guest who had been diagnosed with cancer. His wife’s only request was to make sure he had a memorable cruise. Four years later, while in port in Miami, I got a call to come down to the gangway, where I was so surprised to see that same lovely couple waiting for me outside the ship. I was so happy to reconnect with them and learn that the husband was doing well.