Step inside the swanky Café Royal in London with hosco.tv as we take a tour and find out what it means to be a butler in a 5-star hotel today. Santa Putnina, Deputy Head Butler, describes her position and talks about the joys and challenges of the job.

Putnina, who has worked her way through the ranks from waiter to butler, to butler supervisor to her current role today, says that butler service is a trend that is becoming more prevalent in 5-star hotels today. What differentiates a butler from a concierge? Butlers focus on highly personalized service for VIP guests. They do anything and everything, from unpacking luggage to running errands outside of the hotel to buying train and air tickets.

Butlers must have an incredible attention to detail and, most importantly, the ability to bond with their guests and make them feel comfortable, all while maintaining a professional distance. According to Putnina, the best part of her job is the challenge of not knowing what is going to happen or what mood the guest will arrive in.

So what’s the biggest tip she has ever received? Watch to find out!