Eleven cases come aboard at Antibes with the guests thirty minutes behind them. The principal's PA tells you the family unpacks itself, but the two Zero Halliburtons in the passerelle go to the master and are not opened by anyone. You have about twenty minutes to get this right.
Offering the unpack
The unpack is offered, never assumed. The chief steward(ess) or you, on arrival, asks: would the guest like their luggage unpacked? Some will accept immediately, some want to do it themselves, some want it done in their absence. Record the answer.
The unpacking procedure
- Work in pairs where possible, or with the cabin door open, so that nothing you handle is unwitnessed.
- Survey before you lift. Note damage, damp, stains, loose beading or broken fastenings before you touch them, and report them the same hour. Damage found later becomes damage you caused.
- Hang first, in order. Suits and jackets out immediately to release travel creases. Evening wear and anything beaded or sequinned comes out first and gets space.
- Empty pockets only to report, not to remove. If a pocket contains an item, leave it in place and note it, or hand it to the guest.
- Shoes: unbag, insert trees if the guest uses them, place in ventilated storage away from garments.
- Effects: leave watches, jewellery and documents where the guest can find them, or offer the safe. Do not move valuables to "safety" without instruction.
- Cases: empty, wipe, and stow. Confirm where the guest wants the empty luggage; some want it visible, most want it gone.
- Report back: what you unpacked, what you did not touch, what needs pressing, what you recommend sending to laundry.
Working with a guest's own staff
| Person | Their territory | Your posture |
|---|---|---|
| PA / EA | The diary, the requests, the money | Route non-service questions to them, not the guest |
| Personal butler / dresser | The wardrobe, the dressing, the effects | Support role: supply, space, laundry, press on request |
| Nanny | The children, their routine and their belongings | Take instruction, never override |
| Security | Access, movement, the cabin's contents | Never argue; escalate through the captain |
Guest staff are not crew and are not in your chain of command, but they carry the principal's authority in their area. If a guest's butler asks for something that conflicts with yacht policy or safety, you do not refuse them personally: you take it to the chief steward(ess) and the captain.
Onboard Notes
- Never unpack a case a guest has told you not to open, even to be helpful. That instruction is absolute.
- Do not remove tags, tissue or packaging without asking. Some are deliberate; some pieces are unworn and going back.
- Damp luggage after a wet tender transfer is a real risk. Open, air and dry cases before stowing, or you will hand back mildew in a fortnight.
- Agree a language with guest staff early: who presses, who lays out, who wakes the principal. Ambiguity in front of the guest looks like incompetence.