One of the Gondwana Collection Namibia values is “Deliver Service Excellence”, which is why the Learning and Development Team continuously implements different training initiatives. With the growth in luxury travel and tourism, as well as Gondwana’s Secret Collection properties increasing, the recent Butler Training offered by SABA International Butler Academy & Training School is particularly timely.
Abraham van der Westhuizen
Fifteen Gondwana employees from the regions of Namibia where we have Secret Collection properties – including Desert Whisper (Namib Desert), Namushasha River Villa (Kwando River), The Pearls Beach Pods (Swakopmund), The Weinberg Urban Pod (Windhoek), Reverie Kalahari Pod (Kalahari Desert) and Ekipa Etosha Pod (Etosha National Park) participated in this training, facilitated by Abraham van der Westhuizen and Elize Wiese from the SABA International Butler Academy & Training School.
(Left bottom, moving upward) Beulah Werth, Clautelcia Stuurmann, Chrizley Adams, Emilia David, Agnes Kamati,Thanks Anno, Davis Kwenani.
(Top right, moving downward) Ndakeva Twamangululwa, Hambeleleni Shuufeni, Ngubo Boster Moyo Findelius Angula, Elouise Plaatje, Anneke van Wyk, Nadhia Isaks, Ermelinda Blaauw.
(Bottom stairs, left to right) Facilitators: Elize Wiese and Abraham van der Westhuizen.
The training spanned over eight days, from 4 to 12 November 2024, and focused on different elements which enabled participants to understand the essence of being a butler. This training focused on personal growth as well as professional skills. The programme is comprised of engaging activities that foster mindfulness, self-care, and a service-oriented mindset, which are key elements for the hospitality industry. The training started with an introduction to the history and philosophy of butler service and interactive sessions that boost confidence and teamwork through fun scenarios. Furthermore, professional ethics, the significance of discretion, and core skills create unforgettable guest experiences.
Additionally, there was a focus on vital interpersonal skills to increase the team’s ability to communicate effectively, practice proper etiquette, and read body language. Significance was placed on service techniques tailored for unique occasions; navigating cultural diversity with ease, anticipating guest needs, and managing complaints gracefully. What made this training entertaining was the practical experience through role-playing and real-world scenarios to ensure that participants received thorough training in delivering service excellence. It is essential to identify the ‘golden nugget’ that can make a guest’s stay exceptional. There was a focus on signature services, which included various styles of services offered namely valet, turn-down, concierge, and e-butler services. Consistently implementing the 5 P’s – Proper Planning Prevents Poor Performance – is very crucial.
Left to right. Findelius Angula and Ndakeva Twamangululwa
On the final day of the training, participants completed an exam whereby they all passed with exceptional grades. They all graduated with pride and received butler pins and certificates. Concluding the award ceremony were the special awards presented for the top three magazines or project work deliveries: Clautelcia Stuurman (Namushasha River Villa), Thanks Anno (Ekipa Etosha Pod) and Nadhia Isaks (Ekipa Etosha Pod); best students awards went to Nadhia and Clautelcia. Finally, the people’s choice was awarded to Hambeleleni Shuufeni (The Weinberg Urban Pod).
Hambeleleni Shuufeni and Abraham van der Westhuizen
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