What exactly does a high roller butler do, and how does it differ from a traditional butler?
I think of my job as melding traditional butler services (like Alfred from Batman or Mr. Belvedere) … but in a casino setting. We’re generally providing all of the services you’d get at a hotel but we’re also challenged with building relationships with our guests to help drive business. In essence, we’re marketing tool for the hotel. We help personalize the company to the guest. It’s about getting inside the psyche of the customer. Many of our visitors have seen it all, done it all. We’ve got to figure out what they want, and then exceed their expectations upon delivery. How do you determine what clients need? One of the most important things I teach my staff is that “no” is not an option. If we can’t provide what a customer wants, we have to find a suitable alternative. Obviously, we have to stay within legal lines … Many guests can be particular or idiosyncratic. We have one guest that faxes eight pages of needs over before every visit. [Guests like that] make it very easy for to
