A new class of service
Written by Grant Jones
Photography by Alana Dimou
Illustration by Marcus Key
In a first for an Australian convention centre, and possibly a world first, ICC Sydney has launched a fully fledged butler service, adding an extra level to the five-star service that it already offers. Led by hotel-trained Robert Keenan and his team of butlers, who have exceptional customer care and service knowledge skills, clients will receive enhanced personalised service at ICC Sydney.
Lynell Peck, Director of Culinary Services at ICC Sydney said ICC Sydney clients expect and deserve high end service. “Our clients entrust us with the care of their most senior individuals when engaging with our butler service for their events and expect to receive a comprehensive service that is underpinned by full confidentiality.
“We want our clients to experience the level of personalised customer service they receive in a first-class lounge or a true five-star international hotel,” says Lynell. Robert and his team will research the guest’s likes and dislikes by contacting their executive assistants and get to know personal preferences and expectations to be able to anticipate needs without imposing. “We will know if they like a lot of attention or a little bit of attention. When they arrive in the morning, the guest will be greeted with their early morning espresso or freshly squeezed juice, and they will also organise their meal periods for them,” says Lynell. “Whether they prefer light snacks or healthy meals, Robert and his team will individualise each dish, knowing what they like and don’t like and when they like it”, says Lynell.
With an understanding of the venue and the client’s event, the butler will also know of scheduled meetings, the different spaces they will be working in, and the service required for any guests of the client. Attention to detail is paramount when it comes to being an ICC Sydney butler. “And we also ensure their assistants are well cared for too as we understand the critical role they play in their executive’s success,” says Lynell.
The service is not just confined to the world-class facilities of ICC Sydney, as the butler service will also provide insight into this magnificent city, be it a sightseeing tour, a fine-dining experience or where to find things around the city from travel essentials to hard-to-find gifts. “It takes our service to another level of personalisation unmatched anywhere else,” says Lynell. “It just makes things seamless for them and allows their focus to be on the business they are here for.”