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The St. Regis Butler program is a an iconic differentiator of the St. Regis brand and a key component in bringing the personalized, residential service to the hotel environment. The goal of this project was to modernize and update the existing Butler training program and ensure that the delivery method would be scalable to accommodate brand growth. The new program would utilize Executive Butlers who would train property teams utilizing a custom learning platform and a blended learning program.  Both Executive Butler and Continent Master trainers who participate in global train-the-trainer sessions in order to prepare to effectively deliver the training to new Butlers in the future.  


  • Phase 1-Content Review and development of proof of concept: 2 months

  • Phase 2- Proof of concept facilitation: 1 month

  • Phase 3- New course development: 8 months

  • Phase 4- Train-the-trainer content development, translations, platform build: 4 months (pending)

  • Phase 5: Train-the-trainer facilitation: 2-3 months

Computer desktop

Program Components: 

  • eLearning modules

  • Observation forms

  • Instructor-led discussions

  • Demonstration videos

  • Brand culture and history videos

  • job aids

  • assessments

Tools Used:

  • Storyline

  • inDesign

  • PowerPoint

  • Adobe Premiere

  • Adobe Audition

Team Building

Project Team: 

  • Five internal project team members

  • Translation Vendor

  • Video Vendor

  • Digital Platform Vendor


Role and Contributions:

  • Project strategy and concept development

  • Workshop facilitation

  • Curriculum design and development

  • Project management

  • Stakeholder management and communication

  • Storyboarding and instructional design

  • Quality assurance

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