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News Release

19/04/2013

REGENT ANNOUNCES “JOURNEY OF THE STARS” Butler Service Enhancement Program to Share Intuitive Service Experiences

Regent Hotels & Resorts (RHR), the prominent five-star luxury hotel brand, announces a butler service quality enhancement program which entails further training of the existing service staff plus hiring of additional experienced butlers in an effort to sustain and augment Regent’s renowned butler services. In the program – aptly named “Journey of the Stars” – top butlers from Regent hotels all over the world are given the chance to visit sister hotels and share their best practices and experiences serving mega-celebrities. In doing so, butlers at every Regent hotel will be able to provide the same intuitive and emotionally-attuned service that concoct a bespoke Regent Experience worthy of the stars.

Since its establishment in 1970, Regent has been recognized for catering to the affluent and notable. This image solidified with the filming of the classic film “Pretty Woman”, starring Richard Gere and Julia Roberts, at the Regent Beverly Wilshire in 1990. The brand became synonymous with the word “iconic” when the King of Pop Michael Jackson handpicked Regent Taipei as his temporary abode in Taiwan on two occasions, in 1993 and 1995. From then on, the list of celebrities who have stayed at Regent lengthened to include the likes of Beyoncé, Mariah Carey, Cindy Crawford, Tom Cruise, Celine Dion, Whitney Houston, Elton John, Michael Jordan, Lang Lang, Sophie Marceau, Lionel Richie, Keanu Reeves, and the latest music icon Lady Gaga, whose recent stay and exclusive shopping spree at Regent Galleria re-confirmed Regent as an international luxury hotel brand.

It takes more than ultimate luxury and timeless facilities to win the approval of the stars; Regent’s bespoke service is what entices celebrities and dignitaries to return. In as early as 1990, RHR inaugurated a butler training program to provide tailor-made five-star services to satisfy the guest’s every desire, 24 hours a day. The extensive list of services includes guest preference research, room personalization, greeting at the door, no-wait check-in, laundry & pressing, room service, luggage packing & unpacking, city tours & shopping information and much more. The prerequisite for employees wishing to apply for the butler training program requires at least one year’s experience at a Regent hotel. Then, to actually join the program, employees must master the basic skill requirements, ace the interview, come highly recommended by their manager, and most importantly, be sincere. The six-month training curriculum entails strengthening the trainees’ language abilities and internships at the concierge, front desk, room service department, kitchens, and restaurants to gain a well-rounded knowledge of all hotel operations.

Butlers who graduate from this elite training program have performed outstandingly and received countless praises. During his stay at Regent Taipei for the “Dangerous” Tour Concert, the late Michael Jackson wished to practice undisturbed. The butlers serving him at the time utilized all possible resources and removed all furniture in a guest room, covered the carpet with hard floor mats and installed full-length mirrors and surround-sound speakers, all in only a few hours. Mr. Jackson was then able to concentrate on practicing, thus delivering an unforgettable performance on the stage.

Superstar Mariah Carey was also very impressed by Regent Taipei’s butlers. On the last day of her stay, she wanted to personally thank her hardworking crew by cooking a meal for them. Her butlers immediately got in contact with the restaurant chefs and purchased all the items on her grocery list. The butlers also prepared a chef’s attire and cooking utensils so that Ms. Carey can “wow” her crew from the kitchen in the same way she amazes her fans on stage. The entire process was accomplished in an hour, and Ms. Carey conjured up a delicious Italian meal with the help of her butler and the hotel chef.

Veteran professional butlers served Tom Cruise during his residence at Regent Berlin for the filming of Valkyrie. Two full floors were reserved for him and his family, with three dedicated butlers who modified the guest rooms into a dressing room, a gym, a mirrored dance studio, a children’s playroom, and an office, all with the Cruises’ own furniture. The butlers were on call 24/7 to cater to the family’s every need, such as cravings for sweets in the middle of the night.

In addition to providing excellent service during a guest’s stay at the hotel, an outstanding butler must do his homework well before each guest’s arrival. He/she must communicate with the guest’s assistant to obtain information related to the habits, likes and dislikes of the VIP, such as favorite newspaper, coffee preference, and cigarette or cigar brand. Some guests are allergic to flowers, so only leafy greens are placed in the room. Some guests like blue, so decorations of that color are strategically placed in the room. Some guests only drink a certain brand of mineral water, so all other brands of water are removed from the room. Other requirements, from as simple as the softness of the pillows to as complex as the degree of humidity in the room, are also fulfilled before the guest’s arrival. Finally, all details are recorded in the butler’s files in order to bring the same quality of service to the guest on his/her next visit.

These unique Regent Experiences of serving superstars are Regent’s priceless gems. And now, all Regent hotels throughout the world are coming together for a treasure hunt, following pointers left by mega-celebrities in search of an integrated system of knowhow that can be efficiently passed on to all Regent employees of various cultures and backgrounds, bequeathing a universal intuitive service concept that sends every guest on a Journey of the Stars.
 
 
About Regent
Regent is a global luxury hospitality brand encompassing hotels, resorts, residences and cruises. In 2010, the Regent brand returned to its Asian roots with its acquisition by Taipei-based FIH Regent Group.  Regent Hotels & Resorts currently operates hotels in Beijing, Berlin, Phuket, Singapore, Taipei, and Turks and Caicos, with hotels and resorts under development in Bali, Kuala Lumpur, Porto Montenegro, Doha and Abu Dhabi. Florida-based Regent Seven Seas Cruises operates an award-winning fleet of medium-sized luxury cruise ships that visit over 300 ports worldwide. In 2011, all hotels in the Regent-managed portfolio were listed as the best luxury hotels in the world by Condé Nast Traveler’s Readers Choice Awards, becoming the first and only international luxury hotel group to ever achieve this recognition.
For more information, please visit www.regenthotels.com.
 
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