Wayne Fitzharris
The Professional British Butler School
Joint Founder of Master Butler Collection, Luxury Trainer and visionary
About Wayne Fitzharris
A Journey into Private Service
My journey into private service did not begin with a grand plan, but with a quiet invitation. It was an opportunity that found me, rather than one I had actively sought.
This path ultimately led me to the privileged role of Personal Butler and House Manager to Their Majesties, King Hussein and Queen Noor of Jordan. A defining chapter that would shape both my life and professional identity.
Foundations in Luxury Hospitality
At the time, I was concluding a chapter in Scotland, grounded in the traditions of luxury hospitality. My background combined classical chef training, a meticulous understanding of health and safety, and extensive experience in guest relations and training.
It was then that I received a call from Nina Bennett Johnson, a woman of elegance and discretion. The opportunity she presented remained confidential, yet compelling enough to pursue without hesitation.
The Royal Appointment
Following a rigorous and highly selective process, I was entrusted with the knowledge that the role was within the Royal Household of Jordan.
I arrived in Amman in September and, by December, accepted the position. From 1992 to 1995, I served as both Personal Butler and Royal Palace Manager, overseeing state functions, private life, and daily operations within one of the world’s most respected royal households.
Mentorship and Influence
Ramzi Masarweh: The Power of Empathy
The Palace Director, Mr Ramzi Masarweh, played a defining role in my development. He taught that empathy is not a weakness, but a position of strength.
His leadership philosophy was clear, success is achieved through people. Under his guidance, I developed a deep understanding of leadership rooted in humility, purpose, and emotional intelligence.
Liesa Segovia: The Discipline of Excellence
Alongside him stood Liesa Segovia, Head Housekeeper, whose standards were shaped by her time at the Waldorf Astoria New York.
Her approach was uncompromising. Precision, discipline, and attention to detail were non-negotiable. She instilled in me the understanding that excellence is never finished, only continuously refined.
Delivering Service at the Highest Level
Working with a small, dedicated team, we elevated service standards across all areas of palace life.
We trained butlers to operate in complete synchronisation, ensuring every movement, every gesture, and every interaction was seamless and considered. From state occasions to private family moments, the transition was immediate and required absolute precision.
We had the honour of serving global leaders, heads of state, and distinguished guests, always representing the sophistication and warmth of Jordanian hospitality.
A Culture Built on People
At the core of our success was our team.
Ramzi ensured that staff welfare, respect, and professional pride were never overlooked. His belief was simple, exceptional service is delivered by people who feel valued.
We built an environment where excellence was not enforced, but inspired. A culture where individuals were empowered to take ownership of their role and their contribution.
Training, Systems, and Standards
Continuous improvement was central to our philosophy.
We focused on:
- Developing structured training programmes
- Refining service systems and protocols
- Embedding confidence and capability within the team
Excellence was achieved not through instruction alone, but through consistent development and shared purpose.
Representing Jordanian Hospitality
Together, we elevated Jordanian hospitality into a benchmark of elegance, warmth, and refined tradition.
Every guest, whether a head of state or a close friend of the Royal Family, was welcomed with the same level of respect, attention, and care.
A Defining Personal Moment
Amidst the formality, there were moments that revealed the human side of service.
In Christmas 1992, Liesa Segovia welcomed me into her home. In a foreign country, away from family, she created a moment of belonging that I have never forgotten.
It was a reminder that true service extends beyond duty, it is rooted in connection.
Serving King Hussein
To serve His Majesty King Hussein of Jordan was the greatest honour of my career.
A direct descendant of the Prophet Mohammed, he embodied dignity, humility, and quiet strength. His safety was our responsibility, his trust our privilege.
A Butler by Purpose
Although my title was Manager, I remained, above all, a student of service.
I became a butler not simply by position, but through experience, humility, and the influence of exceptional mentors.
Legacy and Philosophy
The lessons from this chapter continue to guide my work today.
They are not reflections of prestige, but principles of purpose. Service built on values, discipline, empathy, and precision.
I did not set out to become a butler. I became one through responsibility, leadership, and the necessity to master every element of service.
And in doing so, I discovered that true luxury is not defined by what we do, but by how and why we do it.
