In a significant move for the advancement of India's tourism and hospitality sector, the Federation of Hotel and Restaurant Associations of India (FHRAI) inaugurated its Centre of Excellence (CoE) at its headquarters. The event was graced by Shri Suman Billa, IAS, Additional Secretary, Ministry of Tourism, Government of India, along with prominent industry leaders.

The FHRAI Centre of Excellence has been envisioned as a dedicated research hub, established to enhance the federation’s advocacy initiatives and contribute to data-driven decision-making in the tourism and hospitality space. Positioned as an industry think tank, the Centre will focus on generating valuable insights through research, aiming to influence policy development and foster a culture of innovation and excellence.

Shri Suman Billa emphasized the crucial role of data in the sector: “Research and data are indispensable for understanding the true scope and potential of tourism. While government data provides foundational insights, we need a multidimensional view to fully grasp the sector's dynamics. By integrating insights from industry bodies and international organizations like the World Tourism Organization, we can create a robust data ecosystem that guides both government and industry stakeholders.”

He added that the Centre of Excellence represents a collaborative approach to better understand the industry's impact on employment and GDP. “With accurate data, we can build a resilient framework that supports sustainable growth, enabling the sector to thrive in a competitive global market,” he remarked.

An Industry Milestone for Advocacy and Innovation

Pradeep Shetty, President of FHRAI, described the CoE as a landmark achievement for the tourism and hospitality industry in India. "This has been a long-standing aspiration for our federation. In our engagements with the government, we’ve often encountered challenges stemming from regulatory issues and the need for reliable data. The Centre of Excellence fills this gap by providing a structured framework for research and advocacy,” Shetty noted.

With the Centre’s resources, FHRAI aims to present well-supported, data-driven insights to policy-makers, addressing industry challenges and proposing informed recommendations for reform. "Our objective is to uplift the industry by equipping it to meet evolving consumer and stakeholder expectations,” he added.

Supporting Policy and Growth Across India

Garish Oberoi of the Hotel and Restaurant Association of Northern India highlighted the role of the CoE in addressing the data shortage within the sector, especially in tackling policy bottlenecks. “Each region in India has unique challenges, which is why the Centre will focus on creating state-specific reports and assessments. Our team will work to produce white papers and analytical insights, fostering a foundation for data-driven decision-making,” Oberoi stated.

The CoE aims to provide accurate information to government and industry stakeholders, empowering FHRAI to advocate effectively for its members and advance the industry’s standards.

A Transformational Step for India’s Tourism and Hospitality Sector

The launch of FHRAI's Centre of Excellence marks a forward step for India's tourism and hospitality industry. Focused on research, training, and advocacy, this initiative is set to elevate industry standards and tackle critical challenges. FHRAI remains committed to collaborative efforts with both industry members and government bodies, ensuring that the hospitality sector continues to meet the dynamic needs of consumers and professionals alike.

In today's world, where bespoke services are in demand more than ever, businesses and individuals alike seek service providers who can transform ordinary moments into extraordinary ones. These providers must be quick thinkers, brand ambassadors, detail-oriented professionals with a deep understanding of etiquette and protocol, and experts in personalization who deliver impeccable service. In short, they must possess the qualities of a butler. These are the hallmarks of outstanding service.

The Timeless Profession of the Butler

One of the oldest professions, the term "Butler" is derived from the French word "Bouteiller," meaning one who cares for bottles. Historically, butlers were responsible for the wine cellar, fining and bottling wines before serving them in the evenings. The first recorded mention of butlers dates back to the 11th century. At that time, they were only responsible for wines; stewards were in charge of managing the household. Eventually, butlers took on household duties and gradually became heads of households. Today, butlers are employed across various settings, including hotels, resorts, yachts, cruise ships, private banks, and corporate offices, where they maintain the values aligned with traditional butling, albeit with differing responsibilities.

Butlers are often romanticized in films, where their virtues of selfless service, professionalism, and discretion are showcased. At its core, the philosophy of a butler is about managing a household and attending to the needs of their employer and guests with the utmost attention to detail, courtesy, and respect. In earlier days, they served royals and aristocrats. Now, in the realm of private service, butlers are in demand among ultra-high-net-worth families, Hollywood A-list celebrities, embassies, royal palaces, and stately homes. Female butlers, known as "Butleress," are also in demand today, highlighting that this profession applies to all genders.

My Journey: From Burghley House to the World of High Net Worth Clients

I had the privilege of working as an interim head butler at Burghley House in Stamford, England, before moving on to serve high-net-worth entrepreneurs in the United Kingdom.

The Rise of Hotel Butler Services

With the advent of air travel, butler services found their way into hotels. In London, the Lanesborough Hotel was the first to introduce a dedicated butler service in Europe in 1990, although Taj Hotels in India had offered such services much earlier. The butler's role in a hotel is akin to a conductor coordinating different services to cater to their guests' needs. A butler service manager at the Royal Mansour in Morocco, Antoine Berche, explains, "Butlers perform many jobs simultaneously: head waiter, sommelier, cook, housekeeper, receptionist, concierge, security guard, and personal assistant." A butler is prepared for all kinds of requests—from packing suitcases and arranging romantic dinners to organizing marriage proposals. Their service is invaluable due to their ability to anticipate needs with efficiency and discretion. As Mohamed Fadil, a butler at Royal Mansour, states, "Before the arrival of the guest, I prepare myself for all types of requests I might receive." This foresight is what makes a butler indispensable.

The Butler’s Code of Ethics

The code of ethics that butlers live by is built on a foundation of trust, professionalism, and discretion:

• Confidentiality: A butler keeps all information about their employer's personal life and affairs confidential.

• Professionalism: Trained in social grace and household management, a butler is always professional and concerned with the welfare of their staff.

• Loyalty: A butler acts in the best interest of their employer.

• Discretion: A butler respects privacy and never shares confidential information.

• Attention to Detail: Duties are performed to the highest standard.

• Respect: All guests and staff are treated with respect and courtesy, regardless of their background or position.

• Responsibility: A butler ensures the smooth running and upkeep of the household or suite they are responsible for, taking a flexible approach to care for their employer's welfare and possessions.

The Modern Butler: Balancing Tradition and Innovation

While certain duties remain consistent, a butler's role today varies greatly depending on the household, the culture of the family, and other factors. Experienced butlers often want to know the nature of the household they will serve—whether it is a formal, traditional household or an informal, "nouveau riche" one. This distinction helps butlers assess whether the household suits their personality and style.

Traditional vs. Nouveau Riche Households

• Elegance vs. Excess: Traditional households emphasize simplicity and understated luxury, while the new rich often prefer opulence.

• Formality vs. Informality: Traditional households adhere to fixed etiquette and schedules, while informal households are more spontaneous.

• Customary vs. Trendy: Butlers in traditional households may stick to time-honored traditions, while those serving the new rich must be ready for last-minute changes.

• Respect for Hierarchy vs. Personal Freedom: Traditional butlers navigate a structured hierarchy, whereas modern butlers may deal with self-made individuals with different priorities.

• The Art of Discretion: Traditional butlers often keep family secrets, while modern butlers may handle more public-facing clients.

The Role of Education: Training Butlers for the 21st Century

Today’s butler training programs have evolved to meet the changing demands of clients. Modern training includes teaching the use of technology for organizing and administering household tasks. Butlers must have an excellent organizational mind, knowledge of protocol and etiquette, and the resilience to adapt to varying environments.

Mr. Prem Anand, Founder of The London Butler Academy® Switzerland, authored this article.

About the Author: Prem Anand is the Founder of The London Butler Academy® in Switzerland and has been serving five-star hotels, cruise ships, and high-net-worth families for over 30 years. He is currently dedicated to training and coaching butlers internationally, with a mission to make private service education accessible and affordable to all. For any inquiries or further insights, please contact Prem Anand at India@butlercoachprem.com.