The difference between a five-star hotel and Burj Al Arab, which has been described as the world's only seven-star hotel, is not the gold-plated ceilings or complimentary perfume. True luxury is defined by service once you are at the top.
Carmen Barbera is a receptionist from France. The young pro spoke French, Spanish, and English when he was a receptionist. Her voice is luxurious on the phone.
She checks in guests to their Burj Al Arab suites, which range from $1,200 to $25,000 a night, and she has a good knowledge of it. Guests arrive at the hotel via a chauffeured Rolls-Royce escort or private helicopter if they cross a guarded bridge.
Barbera said talking to Burj Al Arab's guests is her favorite part of her job.
I realized that I was passionate about it from the first day I stepped in. She told Insider that she loves to meet people from all over the world.
The fascination that it creates in people's eyes is amazing.
Two years ago, Barbera started working at Burj Al Arab as a butler. She was studying entrepreneurship at Emlyon Business School while working at the Four Seasons in Paris.
She earned her stripes in the middle of the Indian Ocean. The private overwater villas with water slides connecting them to the sea are famous for their butler training.
She moved to Ozen Life on the island when the hotel closed. Satellite imagery shows a smaller island for staff at the all-inclusive luxury resort.
Barbera said that butlers are expected to memorize the entire hotel layout during their training.
The key to success in the industry is emotional intelligence, as every day is different, and every guest is different, according to Barbera.
She told Insider that when she was a butler, she was the person in the eyes of the guest who was able to solve everything.
According to Barbera, respect privacy and confidentiality, read the room, and go to the guest if they feel the need to.
She said that some guests would like to have a strong presence from their butlers and others would like to have more discretion.
A typical workday starts at 7 a.m. and ends at 4 or 5 p.m. reception needs staff to work between day and night shifts in order to remain open. Insider has previously reported that Burj Al Arab has a 6:1 ratio of hotel staff to guests.
The preparation for guest arrival begins a day or two before they arrive. There are dinner reservations to be booked, suite preferences to organize, and transportation from the airport to arrange.
While Barbera was hesitant to reveal her salary, she said that Jumeirah has an interest in making sure employees can afford to live in Dubai.
Glassdoor estimates that butlers at the location make between $544.51 and $816.77 a month, with additional pay of $3,267.08 a year. The Burj Al Arab did not respond to multiple requests for comment on the accuracy of the estimate.
Barbera said that they aim to provide what they call service beyond expectations.
Do you work in a hotel? To share your story, contact this reporter at htowey@insider.com.
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