The Art of Being a Butler
| At The Fifth Avenue Hotel, the role of the butler redefines the old-fashioned image of a silent, stoic figure waiting in the wings. Under the thoughtful leadership of Karys, our Director of Guest Experience, the butler team brings personalized service to every guest, transforming their role into an art form—dynamic, intuitive, and deeply personal. With diverse backgrounds in teaching, counseling, corporate finance, and customer service, our four butlers—Philip, Felix, Martin, and Don—create guest experiences where every moment holds the potential for magic. The Art of Anticipation Anticipation at The Fifth goes beyond the simple fulfillment of requests; it’s about understanding what guests need before they even realize it, often leading to delightful surprises. Philip, who’s worn many hats in customer service, teaching, and counseling, gets right to the heart of this: “Anticipation is a big thing. It’s something I’ve learned over the years in hospitality. Some people are intuitive and natural at it; others need to put in more effort. For me, anticipatory service comes from paying close attention to what’s going on. It takes a lot of energy—cognitive assessment, making mental notes, following through, delegating, and doing a lot on your own.” Don’s journey from the high-pressure world of Wall Street to the elegance of The Fifth offers a different, yet equally compelling, take on anticipation. In his own words, he came here to “recapture his soul,” and now he’s channeling that meticulous, detail-oriented nature into creating moments of pure joy for guests. “Recently, I discovered that a guest’s daughter was having a Sweet 16 party during a girls’ weekend, so I set up an in-room birthday cake. It was a big surprise for them,” Don recalls. Martin, who moved into hospitality after working in private clubs, knows it’s the little things that count. “Noticing little details that not everybody sees, and making them special for the guest, is what truly makes a difference,” he says, highlighting the small gestures that leave a lasting impact. At the center of it all is Karys, encouraging her team to always stay one step ahead. She gives them the freedom to act quickly and thoughtfully, ensuring that they’re not just reacting to guests’ needs but anticipating them. The Art of Personal Connection At The Fifth, personal connection is about genuine, heartfelt interactions that go beyond mere service. Felix, who’s spent years in customer service, knows the power of making people feel at home. “As a butler, you’re [kind of like] the face of the hotel,” he says. “You see the guests more than most people do, and our job is to create moments that turn a good stay into a memorable one, something that makes people want to come back.” For Martin, it’s those deeper connections that matter most. “What I love most is when a guest comes back and remembers me by name,” he shares. “That tells me I’ve made a real connection.” It’s these kinds of relationships that transform a stay at The Fifth into something more than just a visit. But these connections extend beyond guests. Don, who thrives on making things run smoothly, highlights the importance of teamwork: “We sort of put a blanket over everything by engaging with every department,” he explains. This collaboration ensures that every detail, from the front desk to the kitchen, comes together seamlessly to deliver an exceptional experience. Karys encourages her team to infuse their unique personalities into every interaction, whether with guests or colleagues. Her philosophy is simple: the more personal the service, the more memorable the experience. Proof of this lies in the office’s giant board of memories, covered with handwritten thank-you notes addressed personally to the butlers. The Art of Creativity Creativity at The Fifth is about turning the ordinary into the extraordinary, often through small, thoughtful gestures that leave a lasting impact. “The creative part is sometimes one of the most challenging, but over time, you come up with different ideas,” Philip reflects. Don, who initially saw himself as more task-oriented, has embraced the creative aspects of his role. “There’s definitely a creative aspect to trying to create special moments for guests. It’s about coming up with surprises that make their stay memorable,” he notes. Felix explains how creativity often involves stepping beyond the hotel’s walls: “You have to be willing to think outside the box a lot of the time, whether it’s in the neighborhood and we’re stepping out to a memory store, or it’s somebody’s first time in New York and we want to leave that impression on them.” Karys champions this creative spirit, pushing her team to take risks and lean on each other for ideas. She believes that the unexpected touches—the personal notes, the thoughtful gestures—are what guests remember most. A Common Goal: Joy and Memories While each butler brings their own approach to anticipation, personal connection, and creativity, all of these arts converge into a common goal: creating joy and lasting memories for every guest. Philip, Felix, Martin, and Don may come from different walks of life, but they all share a deep commitment to ensuring that every guest has a genuinely wonderful experience. At The Fifth, being a butler is about more than just service—it’s about making sure every guest leaves with a smile and memories they’ll cherish long after they’ve gone. This dedication to creating happiness is what sets The Fifth apart, making it a place where luxury and warmth go hand in hand. |
