What a year this has been! While we entertained some, after your visit, it was not nearly as much as we would have liked!
The entertaining we were able to do went fabulously well. Our staff are excited to be part of the evening festivities. Thanks to you both, they have more confidence, a better understanding of good service, and are willing to work at perfecting it. The staff do not want outsiders working at the house and, instead, have chosen to spilt the working evenings between themselves!
I have not taken the opportunity to write a note expressing my gratitude for what you added to our home- let me share some of my thoughts.
I appreciate the care, enthusiasm, and esteem given to our staff to help them understand their value. You and Mary were able to impart this to them better than anyone would imagine and the changes in the running of the house have been lovely. They are following your guidelines, working on the household binder, chef is cleaning his own kitchen, and Daniel is calming down enough to focus(most days!). When issues arise they attempt to solve for themselves, only bringing the most difficult issues to me. Each person, I believe is happier now than before, and thinking through their day rather than just mindlessly attending to their tasks.
I had the impression Mary, and perhaps you too, Xavier, are feeling the service field has changed dramatically, not needing your expertise to train, coach and guide any longer. I feel strongly that we, as a people, nation, and world, need your expertise today more than before. Please, Please do not stop training! Train trainers. Train principals. Train government. Train, those with a service heart, is the art of service and how gracious living is perpetuated.
May the New Year bring you moments of joy, laughter, and most especially time with loved ones. (and ones to train!!)
Housekeeping is to Household Management as bookkeeping is to Accounting. If you don’t know it, you can’t really supervise Housekeepers or train them. It’s an integral part of a Household Manager’s knowledge. Starkey International is offering a 40-hour (five-day) course for Household Managers to come out knowing what fine housekeeping means.
Starkey Fine Housekeeping Course
when taken with another of Starkey short course offering
Room and board are provided as part of the tuition. Course will be provided at the Starkey Mansion in Denver. We have seven new upgraded bedrooms and bathrooms. The Mansion has a gym, pool room and a full kitchen.
Curriculum offered in this course:
Starkey cleaning philosophy for the high-net-worth
The Relationship of Service, etiquette and protocols
Housekeeping baselines and variables
Family Housekeeping favorites and standards
Creation of a customized household Housekeeping plan
Learn about organic and standard products, chemicals, tools and safety
Closet organization and inventory management skills
Students will develop Zones and Task Sheets (bring your architectural drawings)
Identify Daily Graces, project tasks and weekly, monthly and seasonal cleaning schedules
Correct cleaning methods and techniques
Dusting, care of wood, care of wood floors, carpets and fine rugs
Proper care and cleaning of art, books, antiques, and other collectibles
Care of silver, glass, crystal, china, chandeliers and windows
Bathroom and kitchen cleaning
Making beds, performing turndown, linen closet organization, care of bed linens and laundry practices
Hiring a Household or Estate Manager is a tricky process these days. It’s hard to find a qualified person who fits into your lifestyle, and turnover is very expensive! There are no required certifications to enter the profession except the ones you as an employer might request. This means your potential candidate may be a great organizer or chef, but they may be completely ignorant when it comes to actual Household Management.
Starkey only places those who have been Starkey educated because our Graduates stand out from the crowd. They understand appropriate etiquette and household protocols. They take privacy seriously, and they have the knowledge of best practices and management tools specifically for homes. Our graduates understand various lifestyles, beliefs, and attitudes and have creditable knowledge when it comes to performing tasks. Service is a very unique relationship. How does a client really know what their candidate will bring to the table?
Our industry is growing and needs more trained professionals.
Starkey just hired a writer to help edit Mrs. Starkey’s new publication of the more outrageous and memorable formal dinners here at the mansion…oops, we don’t have a name yet. I started writing it in 2017 as I began sorting through old Starkey files. I have pictures, memorabilia and vivid memories that won’t go away. Does anyone remember why we never serve chocolate mousse? How about the day-long table setting process, where we measured place settings with perfection? Dr. Lewan’s spectacular support and co-host position? I miss them! It’s coming!
Xavier Medecin, our Director of Education since 2018, is currently in classes with the United States Department of Veteran Affairs. Yes, our VA approval is alive and well for all our military students who continue to come for further education, as is our Satter Scholarship fund. See Xavier’s bio.
Starkey hosted two classes in 2019, featuring our Systems Course and our Personal Statement Course. Both are Certification Courses and especially designed for those who are not recent Starkey Graduates or who are currently working in Private Service. See our Course Information here.
The mansion remodel is almost done…I keep saying that and we find one more thing to add. We were going to do a little painting in November 2018. Guess we just kept going. Today, in addition to a new roof with down spouts, some of it is copper that the sun lights the neighborhood. Did I say we painted outside as well? We also have nine gorgeous bedrooms; all named for their essence. My favorite is the Casablanca room, though Timi’s Hideaway is darling. We have all new wonderful bathrooms; all floors are sanded and present beautiful old guard birch that one can no longer purchase, adorned with Jay Azari’s magnificent rugs, and a pool play room complete with a pool table for guests. We also put in a new irrigation system and our own plants, with our own Steve Smith’s help. What are left are windows installed in the back entrance porch where only screens used to exist, and we have now completed a workout/massage room. We’ve exposed two inner walls of brick and are putting in a wooden floor.
Starkey Holds Summer and Fall Courses at the Starkey Mansion in Denver Colorado
July 22nd to August 3rd 2019
Certified Household Management Systems and Personal Statement Courses
RTA Reunion 2019
Calling All Starkey Graduates
What’s New at Starkey!
RTA Reunion & Starkey Mansion Restoration.
A Weekend Experience of Meeting Up With Old Friends and Making New Ones!
August 10th and 11th 2019 at the Starkey Mansion
2019 has certainly been a busy year so far, with the launch of www.starkeymanagementtraining.com our new online school just a couple months ago, offering 2 courses online through this very comprehensive online school system. Enabling students to study at their pace, and have lifetime access to their course. The school is backed up by live teachers to help them through their course. The courses are tailored for individuals with previous experience in the field of Service.
Additionally we have also begun a new chapter in the life of Starkey Mansion, With several projects running at once, from re-doing the floors, new paint on the walls, new windows through out, new roofing along with new treatments such as carpets and window treatments. In all its been a very busy year for me and the rest of the team. Xavier apart from teaching courses has been very hands on with the updates to the mansion. I have been working with placement, handling the new decor and cooking for the whole work team!
The following are short–term programs provided on-site at Clients’ homes or at Starkey International.
They are specific to the Starkey Ten Standards categories: Administration, Housekeeping, Maintenance, Property and Grounds, Entertaining, Culinary, Clothing and Valet, Transportation and Travel, Safety and Protection and Personal Care.
Individual Standards Modules can be taken to receive Course Completions. Full Programs must be completed to receive Certification in each of the specialized focused educational offerings.
Private Service Training for Fine Housekeeping or for Yachts
Etiquette and Service Training to include Old Guard Housekeeping, Household Organization, Products/Tools, and Hands-on Skills Training to include setting up a customized Housekeeping Plan, Zoning and Task Sheets, Household Etiquette and protocols for working in a private home.
Private Service Training for Entertainment
This course introduces the student to entertaining in a private home or Yacht, to include: Personal Presentation, Speech and Service Attitudes, International Guest Protocols and Etiquette, Personal Graces, Professional Boundaries, Entertainment Planning, Formal and Informal Table Service and Settings, Wine and Champagne Service, Event Planning, and other technical skills. Designed for Private Household, Yacht, Club Butler Duties or a hands-on Butler position.
Private Service Training for Clothing and Valet Care
This course includes training for proper Clothing Care, Closet Organization, Laundry and Ironing, Personal Shopping and recognition of Luxury Products, Care of fine Accessories, spot removal, fine washables, reading labels, basic sewing and dry cleaning management.
Call Us Today For More Information
1-800-888-4904 or (303) 832-5510
This coming June 11th through June 15th, 2018 Starkey will have an on-site Course covering the
Service Management Systems Course for those specifically working in private service.The Systems course will cover all of the Starkey systems, which will give any current Household or Estate Manager the foundational training in order to run an efficient household. Our time tested and industry proven tools and management tools will keep your Principals home or estate out of that dreaded “Crisis Mode”.The June Course will cover the following topics: Starkey Service Management Model
The June course will cover the following topics:
THE STARKEY SERVICE MANAGEMENT SYSTEM IS AN INTERACTIVE COMMUNICATION PROCESS THAT IDENTIFIES, DEFINES AND ORGANIZES SERVICE EXPECTATIONS.THESE MANAGEMENT TOOLS ARE ESSENTIAL IN MANAGING A HOME AND IDENTIFYING A SERVICE STRUCTURE.
ALL PROFESSIONALS NEED TRAINING!SERVICE LANGUAGE
All professions have a language and so does Private Service. You will learn how to talk and think like a real Household or Estate Manager. This will give you credibility for your profession.HOUSEHOLD MANAGEMENT TOOLBOX
The Starkey Service Management System has over 11 management tools that you will use to manage your Family, Staff and Environment and to understand the logical process.THE SERVICE VISION
Learning the Principals lifestyle, environment and their expectations of Service THE PEOPLE – FAVORITES, SCHEDULES STAFF CALENDAR AND FAMILY TREE
You will learn Family Favorites, learn the Family Dynamics and learn how to put these into Standards so you have some accountability when managing your Staff and supporting your Family. ENVIRONMENT
Teaches you where Service takes place that can include multiple homes and how you can set up a Property and Grounds plan. ZONING AND TASK SHEETS
Will teach you how to develop your Housekeeping Plan and structure your housekeeping staff. TEN STANDARDS, THE STANDARDS MATRIX, BASELINES AND VARIABLES
Teaches you how to identify your Principal and Family expectations in multiple areas and identifying what it takes in terms of hours and positions to support the Family including factors that are unique to your Principals lifestyle. SETTING UP AND MANAGING ENTERTAINING EVENTS USING THE STARKEY ENTERTAINMENT PLANNER
Teaches you how to set up a functional Entertainment event, forgetting nothing. SETTING UP MAINTENANCE DOCUMENTATIONTEACHES YOU PROCESSES TO MANAGE MAINTENANCE REQUESTS, PROJECTS AND MASTERING THE MOMENT WHEN UNEXPECTED SITUATIONS ARISE. TECHNICAL SKILLS QUALIFIER
Will teach you how to identify what your Staff knows and what they are bringing to the table. TECHNICAL SKILLS MATRIX
Will teach you how to compare your Staff strengths, next to the family needs to identify the level of the staff. DAY IN THE LIFE
Will teach you how to develop a written documentation that communicates to your Principal and Staff what everyone is doing all day. SERVICE MATRIX
Teaches you how to document and share the Staff information by staff hours to your Principal. If you are interested in this upcoming course in June give us a call today, spaces are filling quick.
Announcing our upcoming Estate Manager course, our second to last class this year and last Class In Denver Colorado for this year.
This Estate Manager course will start September 12th, 2016 at Starkey International in Denver Colorado. From experience we have found that our higher-end clients will more often hire our seasoned, service veteran, internationally savvy Starkey Grads.
What is a Starkey Estate Manager Course? Starkey’s Estate Managers’ Program is an accelerated course fit into a 255 hour, four-week course for those persons experienced in service.
This includes individuals with experience in Estate Management, Hotel Management, Food and Beverage Managers and Culinary Chefs.
Starkey’s Service Management System, Service Terminology & Management Tools, and HQ Software are taught in this accelerated course.
The student learns the mind and leadership required to succeed in Private Service Management including the essential Management Tools. It teaches how to identify Service Expectations, put them into a customized system and how to deliver those expectations.
Each student also identifies their own unique style of Service in our Relationship of Service Course. A series of evaluators teach students to understand the correct style of service or hospitality position for them.
Our Private Service HR course is taught, working with Family Offices, and the Management of Multiple Homes and an in-depth course on Entertaining, Wine Celler Management, overall Vendor Management and working with Private Estate Security. There is no culinary instruction provided in this accelerated course.
Colleges would position this course at the Master’s level.
Starkey International will be conducting a special four-week 255 hour Household Management course primarily for retiring Enlisted Aides. This course will be held in Washington D.C. from October 24th to November 18th, 2016. We will be able to accept 8 Enlisted Aides in this specialized program offering. All branches of the military however, are invited to attend.
Mrs. Starkey speaks about Starkey and the Service Industry
Podcast by Mrs. Starkey Founder and CEO of Starkey International
Mrs. Starkey speaks about service the Service Industry and what Starkey is doing to prepare graduates for this competitive and lucrative career.
Podcast by Xavier Medecin Director of Education of Starkey International and Mrs. Debra Bullock
In this Podcast Mrs. Bullock and Mr. Medecin demonstrate the proper method to making a bed
Podcast by Xavier Medecin Director of Education of Starkey International and Mrs. Debra Bullock
In this Podcast Mrs. Bullock and Mr. Medecin demonstrate the proper method to turn down service
Podcast by Mr. Eiden, Starkey Culinary & Wine Instructor
Chef Eiden covers the basics of decanting wine
Opening and Serving Champagne
Podcast by Mr. Eiden, Starkey Culinary & Wine Instructor
Chef Eiden demonstrates the proper method to opening and pouring champagne
Podcast by Debra Bullock
Mrs. Bullock demonstrates the proper method to polishing silverware.
Podcast by Mrs. Debra Bullock
Mrs. Bullock demonstrates the process to ironing and folding pillow cases.
Ironing Flat Sheets
Podcast by Mrs. Debra Bullock
Mrs. Bullock demonstrates the process to ironing and folding flat sheets.
Ironing Fitted Sheets
Podcast by Mrs. Debra Bullock
Mrs. Bullock demonstrates the process to ironing and folding fitted sheets.
Positions in a Private Home need to be clear and concise to be successful. This is the profession of the Business of Household Management. It is literally means setting up a structure much like you would in a business, to effectively manage the home. The Principals depend on their staff and may not be able to manage the home themselves due to personal commitments. Thus, this administrative piece is most important and is typically given to the Estate Manager, the Household Manager, and in some cases where there is a full time Principal actively involved in the home, the Personal Assistant.
In all cases, it is important to set the tone of the environment right away and establish who the staff and vendors are, and what their responsibilities and duties are in the home. This can be accomplished with listing Core Professional Duties or Position Descriptions of each staff member. If this is task is still unclear, Starkey offers a short one-week, 40 hour “Systems Course” via Correspondence or at Starkey to teach the Principal or Family Office staff person who is responsible for accomplishing this task.
Core Professional Duties of the Estate Manager
Overall Management of an Estate, or multiple Estates, is quite different from the detail of daily service delivery. Understanding the difference can make the difference of preventing turnover. An Estate Manager’s position is to take on the responsibilities involved in upholding the Service Vision and overall quality of life of the Principal and their family. The Estate Manager should approach a Private Service Management position with the following perspective:
Over all Service Vision
Learn the depth of clarity necessary to execute all operations within a Service Environment; utilize the Starkey Service Management Model taught in the “Systems Course” with careful, skillful and intentional listening to the Principal’s Service Vision. This written Customized Service Management Plan process will reveal and summarize the economic, human, and social factors required for the successful completion of setting up all aspects of the Principal’s overall Lifestyle, Service Vision and their Environments. Be sure to achieve agreement with the Principal on the Service Vision, Service Goals and the overall Service Management Plan, including the staff and resources needed to fulfill the service expectations for each home and Service Environment.
Service Management Blueprint and Budget
Use the now-complete Service Management Plan Blueprint to gather and analyze the overall budget necessary for the Household/Estate and Service Environment fiscal management. Create and refine monthly, quarterly, and fiscal year budgets in cooperation with the Family Office or Accountant. In some cases, manage the Household/Estate operations and project-specific purchasing, payroll, insurance, etc. specific to those budgets as directed.
Family Office Administration
The Family Office, at the Principal’s direction, is responsible for interfacing with specific professionals including insurance, legal, CPA, architecture and design, human resources and building contractors. They might also oversee the detail associated with invoices; maintain the files and historical data necessary to protect the owners and their private/personal corporate entities. It is always essential to maintain confidentiality agreements to minimize Principal exposure.
Vendors, Contracts and Resources
Locate ethical and reputable commercial service providers within the immediate community, as well as for any remote locations or projects. Maintain highest standards of integrity, steering clear of the unethical “kickback” practices of some vendors. Develop relationships with vendor owners and managers – communicate the Service Standards and behaviors necessary for the privilege of ongoing contracts with the Principal, Household or Estate. Maintain the records, relationships and protocols to ensure quality product delivery.
Staff Training & Management
Utilize the Technical Skills Qualifier™, the Personal Style Identifier™ and the other Service Management Tools of the System to achieve the necessary depth of clarity with the Principal and with staff to articulate the expected Service Standards, Service Styles, and individual and team productivity, expectations of conduct, requisite skill levels and pertinent behaviors. Create and deliver the expected atmosphere and Lifestyle throughout the household or Estate.
Nurture the relationships and protocols in all areas to minimize Principal exposure, and to ensure quality service and product delivery. Whenever possible, cross-train to empower staff, control labor costs and promote the lowest possible turnover.
Educate, develop, manage and nurture talented and committed teams of Private Service Staff, Vendors, and Resources to produce excellent delivery service in the interior and exterior physical Service Environments and Grounds and Property.
Charities and Community Interface
Represent the Principal, Family and Guest priorities within the local and extended community with discretion, gracious yet confidential behavior, intuitive and empathetic service to extended family, friends and neighbors, charitable institutions and professional service providers. Nowhere is the Private Service Manager’s Code of Ethics more important than here. Expect high standards of behavior in all Estate staff.
Safety and Protection Protocols
Complete understanding and support of the Safety and Protection Standards and Security Systems required by the Principal with respect to the Household, the Estate, Transportation and Travel, additional homes, security information, special Guests, and Events of the Principal and immediate Principal and Family.
Communicate on behalf of the Principal regarding Design/Build operations: management of contractors, analysis of estimates, quality standards, research and recommendation of contractors and projects.
Core Professional Duties of the Household Manager
A Household Manager (occasionally called “Butler”) is responsible for daily operations of the interior environments and will pay attention to the many subtle details of the Administrative Standards in addition to recognizing and distinguishing specific Service Expectations. Initial endeavors will include the following:
Immediate Tasks within the first days:
Development of a working Service Management Plan Blueprint
Supervision of Household Staff and Vendors
Preparation of weekly Day in the Life™ Schedules
Support or preparation of weekly menus and preparation of meals
Support of the Principal, Family and Guests in their daily routine
Inventorying of china, silver, crystal, art work, antiques and other collectibles
Interfacing fully with Family Office, Accountants, Vendors and Resources
Additional Tasks within the first weeks:
Storing resource books, smart home technology information, warranty and maintenance information
Maintaining a Safety and Protection Management Plan for the residence and monitoring the security measures
Organizing the pantry and developing weekly menus and grocery, paper products and other household goods ordering lists
Developing entertaining schedules, ordering of service and wine cellar management procedures
If there is a Family Office or Estate Manager to pay bills and issue payroll checks, that person will have a list of vendors, budgets, insurance information and other resources. This is invaluable systems information for the Household Manager. Most families have vendors they have worked with over the years that the Household Manager will need to continue to work with. A Household Manager or Butler will scrutinize and supervise the level of service that each vendor is providing and what they are charging for the product or service they are delivering.
Words to the Wise for Staff: Never attempt to change an existing Service Delivery System until you have had a chance to learn what the System is, what the politics of the Household or Service Environment are, and the reasons things have been done a certain way. Then, have frank conversations with your Principals and learn their perspectives and share what you have observed.
Core Professional Duties of the Personal Assistant
The Personal Assistant can often function as the Household or Estate Manager in “smaller” Service Environments where a Principal is the acting Household or Estate Manager and requires Personal Assistant support or as a fully integrated Personal Assistant for a highly recognized Celebrity, Public Personality, CEO or Retired Billionaire. A Personal Assistant is primarily responsible for interfacing on behalf of the Principal with the Family as needed, their family office and Private Service Staff. The main goal is the support of the Principal’s Life Style Goals, Service Standards, Administrative Tasks, Entertaining, and Event Planning and Travel and Concierge needs.
Manage all Correspondence and the Household, Children’s and other Family members’ Personal Calendars
Interface and Communicate for Principal with Household Staff, Vendors, and Resources
Maintain Contact Databases
Research Specialty Products, Professionals, Vendors and Network Contacts
Manage budgets and bill paying
Support the Planning of all Entertaining and Charity Events
Manage Invitations and RSVPs
Attend Board Meetings and provide Meeting Minutes
Manage International and Domestic Itineraries, Reservations, Transportation, and Travel
Work with their Principal’s Charities and Non-Profit commitments
Mary Louise Starkey
First Lady of Service
Excerpts from the Original Guide for Household Management 2007
Starkey International has reached agreements with China’s largest household service organization, China Home Services Association, and Gaoyang Vocational Education Development Center which is working with top universities to provide Starkey education and curriculum throughout China. This would allow Starkey International to engage in the training and education of Chinese household service professionals through mutual cooperation. Gaoyang center was established in 2003 and was one of the earliest entities that helped introduce international programs into China.
These efforts were made possible by Starkey International and Gaoyang’s vision for quality service in China. Working with Starkey, Gaoyang will be launching training programs for Butlers, Housekeepers and other related household service specialties by mid 2013.
Colorado Veterans Education & Training Association of Veterans Education Certifying Officials Colorado Association of Career Colleges & Schools and Association des Majordomes d’Europe et Personnel de Maison
Starkey International and I extend our sincere appreciation to you for your donation to Restoring the Art (RTA) Student Assistance Fund. RTA is a not-for-profit and maintains its 501c(3) status. Starkey and 4,000 other small vocational schools lost all funding support in the recent economic turn and we are most grateful for your generosity.
All donations will be utilized to support student’s efforts in attending Starkey and entering the Private Service Industry as an educated professional. Service has long been seen as a non-educable and domestic population, which continues to serve a servant mentality and a historical slave cycle. To continue to have service providers available to the high-net-worth, Service must continue to be elevated to an educated “Service as an Expertise” and as a Profession.
My great appreciation,
Mary Louise Starkey First Lady of Service CEO Starkey International
The age-honored term “Butler” is one aspect of the Household Management profession and Private Service industry. It is a style of service that is sought in a select portion of the positions now available in the American job market – found primarily in New York City. Butlers are typically more formal in style, technically centered in smaller homes (or hotels), directly serving one principal’s overall needs.
Starkey’s Graduates are typically more main-line Household or Estate Managers. We serve our Principals and their families throughout the U.S in homes between 5,000 and 50,000 square feet in size. We teach “Real Management” in Service Management. We teach functional “Service Relationships” in Service Management. Our Graduates require developed abilities in up to four of the ten described Starkey Service Standards. Starkey also has Household Management positions that include in the position description such qualities as a high level of Personal Assistant responsibilities, an expertise as a Private Chef or as an Executive Housekeeper and still others require an old guard or diplomatic Butler style of support.
We are a highly sophisticated Service Management education corporation teaching the art form of Private Service. We are a state-approved vocational institute. We are also a seasoned Placement Corporation, placing our new and veteran Service Graduates with a 90% success rate. Our Publishing Company has penned five Service Management Publications for our Students and our Employer Clientele, along with our state of the art HQ Service Management Software. We house Starkey in a classical and registered historical mansion, built in 1901. This 13,000 square foot high-end private residence, in the heart of Denver, is where students are invited to reside while in training and where we conduct our Household and Service Management Programs.
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