Posts Tagged 'staff'

Super Servants, Super Service

The English Manner has long used the phrase ‘super-service’ when training in private households, yachts, planes and hotels.  To our minds, this means the employee reaching their utmost potential and giving 110% to their tasks, ensuring that nothing is left to chance and that the needs of every guest or household are anticipated before they even know they desire it!

Domestic service has become fashionable in the media in the past few weeks thanks to the fabulous ‘Downton Abbey’ and a revival of the old favourite, ‘Upstairs Downstairs’, and we applaud this as there is no doubt that working for others in this way has become something to be looked down upon in the eyes of the world, and is no longer recognised for what it is: a fabulous career path with the potential to travel, broaden your horizons and skill levels; and good potential rewards – and relationships –  for life.

Downton Abbey staff

The staff of ITV's hit Downton Abbey

But the tide is turning and we are getting daily enquiries for traditional training with a modern twist – for the ‘super-servant’ – a personal concierge who can multitask (women do this as a matter of course!) juggling diaries and schedules, dinner parties and driving, school runs and swimming pool maintenance, alongside purchasing property, wines and antiques and balancing portfolios of fine art with treasury bonds.

Economically it made sense for staff to live in, now they are earning so much money in these high profile roles that they often own their own homes, and without the financial need, they and their employers welcome the privacy and space afforded by shutting the front door at the end of the day, unless they can afford the mews house next door!

Days though are usually long, and often involve extensive overseas travel, constantly changing schedules, and sometimes an innate lack of understanding of any form of private life or personal ties.  These roles are not for the encumbered, they are ideal for the sophisticated with an eye for detail, with an understanding of how to enjoy the finest things in life, without crossing the line.  Both parties have to learn to keep their distance otherwise disaster strikes; nannies have always accompanied the family on outings but did not usually join dinner parties, and in a bygone era, everyone knew their place.  Most people under the age of 60 do not have any personal experience of private staff whatsoever.  As a result, our attitudes have changed, and most employers now feel uncomfortable around their staff, either over compensating by charm or, more often than not, by being standoffish and plain rude.  It is our task to educate the employer as much as the employee, and show them how to respect those who work for them and with them.  If that is achieved, high morale and retention follow.

Most staff at the highest levels now have their own assistants but the hierachy is nothing like the days of ‘Downton Abbey’ when the local villagers would vie to work in the ‘big house’ rather than in the mill, the mine or even on the land.  In London most junior domestic staff come from overseas, precisely because working for others has been regarded as the lowest of the low by we British for some years, and we are trying hard at The English Manner to educate young people to start to train for domestic service.  Many who might have taken a gap year will now miss out on a university place:  what better way to start work than to train for a secure household as a mother’s help, cook or housekeeper?  Our sister company, The Household Academy, runs regular classes for traditional training in these roles, as well as bespoke training for those who may have already begun their career but who want to make the leap to House Manager or PA, and need to acquire the extra skills and confidence to do so.

London is now home to a vast tranche of overseas wealth as well as UK based super-rich such as hedge fund managers and City bankers.  Money rules now more than ever before and with that wealth comes the need for presentable, well spoken staff who can turn their hand to any task.  Let’s put some pride back into the household and instead of allowing the plum jobs to be taken by those who have seen the opportunity from Australia, America or Italy, encourage our young people, as well as those who perhaps are leaving military service careers in early middle age, to go back to basics and train in the traditional methods of private service but with a modern twist:  money rules, and the world has to prove it can rise up to the challenge of servicing it.

Alexandra Messervy
Founder, The English Manner

The Protocol of Flags

FlagsFlags: we raise them in pride and celebration, lower them in sadness and to commemorate death, burn or destroy them in anger and protest.  There is great emotion associated with this one symbol as very aptly noted by the Chief Protocol Officer for Toronto, Canada.

For several months now, my colleague William Hanson has been urging me to write something for the blog on the subject of flags. On the face of it, this was a simple request and should not have presented any difficulties as I can fairly easily recite the generally accepted guidelines for displaying flags and have often given advice in the matter (sometimes by invitation, other times not).

However, I felt that our readers expected more than mere rote and I wanted a different slant and in the process, inadvertently opened a can of worms (a modern metaphorical extension of Pandora’s Box). My research (if that is not too grand a term) included personal observation and study on three continents and many countries and eventually led to a meeting with the Lead Ceremonials Officer for the US State Department. The USA is the only country that has statute law dealing with flying or displaying its national flag (Title 36, Chapter 1).

The display of national flags is a very sensitive issue. Done correctly, you do honour to your own flag and country and to your international visitors.  Done incorrectly and you may create ill-will and animosity and perhaps even an international incident as happened on 18 October 1992 when a US Marine Corps colour guard displayed the Canadian flag upside down at a World Series (baseball) game in the USA.  The fault wasn’t intentional nor was it through ignorance, it was a mere technical glitch and the Marine had no choice but to carry on with the ceremony.  Nevertheless, it required the intervention of the President of the United States to apologise. He requested the opportunity to make amends by sending another Marine Corps colour guard to Canada to carry the Canadian flag in the following World Series game and in an unprecedented move, requested that a Royal Canadian Mounted Police colour guard carry the American flag. All was forgiven.

It seems that a thorough knowledge of flag protocol and etiquette, combined with a certain panache, allows one to flaunt the rules and get away with it, rather like a gentleman who tweaks his dinner suit (“tuxedo” in America) with a discreetly patterned bowtie rather than the standard black barathea silk version. Knowing the rules and flaunting them with style is entirely different from blundering through in ignorance.

Amongst the new twists I have observed is a display of repeating flag patterns. This display features the repetition of the flags starting with the host country’s flag on the left, then the guest nations in alphabetical order in the host country’s language, repeated any number of times across the podium or along the line and ending with the host country.  For example, host country is the USA, guest nations are Canada and Mexico: the flags are displayed USA – Canada – Mexico, repeat, repeat, repeat – USA (the host country’s flag parenthetically enclosing the entire display any time there are five or more flags displayed). This is appropriate for decoration of a room, political briefings or announcements, diplomatic and consular events and also as a background for photo opportunities.  However, one litigator I spoke with advises against trying this set-up in a court room and then trying to explain it to the judge.

In Toronto, a colourful display of flags adjacent to the city hall features 18 flag poles arranged in three rows of six poles. No reference exists for flying flags in such a configuration and only after the designers and architects had installed the poles was the protocol office consulted.  The result is a magnificent display of the Canadian, provincial and territorial flags as well as the City of Toronto flag and multiple Canadian flags included to make up the number. The provincial flags are flown in order according to when each province joined confederation, however this is not immediately clear nor, I suggest, particularly important in this configuration. It is fully inclusive and because there is no protocol or precedent for such a display, no rules have been broken and no-one could possibly take offence.

While it is considered courteous and gracious to display an international visitor’s national flag on special occasions or during brief visits, be aware of the do’s and don’ts of flying your own national flag outside your home country, at your vacation home abroad, for example. It is correct to fly it on your own national holiday but incorrect to fly it year-round without regard or deference to the flag of your host country. Host country flags always take precedence. (I am referring to private property, not embassies or government buildings.) Never fly two national flags on the same single staff flag pole although rules exist for displaying multiple national flags on a nautical (yard-arm) pole with the gaff being the point of honour.

It is correct to raise your flags in the morning and lower them at sunset.  Flags are hoisted briskly, but lowered slowly and should never touch the ground. If flags are to be left flying overnight, it is correct to illuminate them. Soiled or tattered flags should not be displayed.  Soiled flags should be washed or dry-cleaned and tattered flags destroyed in a respectful manner – burning is suggested.  Americans, especially, are very sensitive about issues surrounding their flag and old, disused or tattered flags may be delivered to any branch of the American Legion for appropriate disposal. Americans even specify the correct way to fold their flag while other nations simply fold theirs in a neat fashion ready for next use.

Finally, “half-mast” is only an expression. When flying a flag at half-mast (on land, technically “half-staff”) it is first raised to the top of the staff and then slowly lowered a distance equal to the flag’s length (the “fly”, its longest side).  The expression half-mast originated on ships where lowering the flag by a distance equivalent to its length brought the flag to the half-way point on the mast.  It is incorrect, however, to lower the flag half-way down a flag pole although this rule is almost always observed in the breach, even on government buildings, and is so widely practised that it is commonly accepted and expected to lower the flag to the mid-point. However, purists take note.

Do you find all this interesting? Stay alert to the issues as you go about your daily routines and you will see flags from a new perspective. Do not hesitate to encourage businesses you patronise to improve their standards; banks, especially, have been guilty of continuing to fly flags well beyond their useful life.

John Robertson
Tutor, The English Manner



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