Provide Butler Service
Provide Butler Service
Department of Education
Region IV-A-CALABARZON
City Schools Division of Bacoor
SENIOR HIGH SCHOOL WITHIN SINEGUELASAN ELEMENTARY SCHOOL
HOUSEKEEPING NC II
Provide Valet or Butler Service
Quarter 4 – Week 1 to 2
Display Professional Valet Standards
Care for the Guest Property
1
The following are some reminders in using this handout:
1. Use the handout with care. Do not put unnecessary mark/s on any part of
the module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer Pre-test before moving on to the other activities included
in the handout.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your answers.
5. Finish the task at hand before proceeding to the next.
6. Return this handout to your teacher/facilitator once you are through with it.
If you encounter any difficulty in answering the tasks in this handout, do not
hesitate to consult your teacher or facilitator. Always bear in mind that you are
not alone.
We hope that through this material, you will experience meaningful learning and
gain deep understanding of the relevant competencies. You can do it!
2
INTRODUCTION
This handout focuses on providing valet or butler service
to guests. It covers concepts on the basic roles of valet and
butler service: the standards on good oral and written
communication, good grooming, and proper personal hygiene;
standard operating procedures in keeping laundry area
cleaned, preparing reports and endorsements; packing,
unpacking, storing, and preparing of guest’s luggage; standard
institutional procedures in preparing guest clothes and shoes; simple repairs on
cloth and linen; and ethical standards for guest security and confidentiality. The aim
of this lesson is to enable one to acquire knowledge and skills in providing valet and
butler service.
This lesson will not only give you cognitive learning but will also provide
psychomotor and affective experiences in valet or butler service through classroom
discussion and laboratory activities.
LO1.1 Discuss basic roles of valet and butler service within the Philippine hospitality
industry
LO1.2 Demonstrate good oral and written communication in accordance with the
establishment standards
LO1.3 Demonstrate good grooming and proper personal hygiene of valet service
LO2.3 Make simple repairs on cloth and linen in accordance with the establishment
procedures
3
PRE-TEST
Choose the letter of the best answer. Write the chosen letter on a separate sheet of
paper.
1. Butlers are allowed to wear the following accessories:
a. pendants
b. simple earrings
c. wedding ring
d. watches
2. A guest just arrived at the hotel. You, the butler is to welcome the guest.
What is the first thing that should be done?
a. Ask the guest if he/she needs anything
b. Ask the guest if he/she has already eaten
c. Ask the guest how was his/her travel going to the hotel
d. Assist the guest in carrying his/her bag
3. Responsibilities of a butler
a. Assist guest’s request for repairs
b. Collect guest’s items for laundry and pressing
c. Pack and unpack guest’s clothes
d. Clean the guest room
6. Qualifications of the Butler are just the same as the Guest Room or Public
Area Attendant
a. True
b. False
4
7. In welcoming guests, one of the first things that should be done is
a. Make suggestions to the guest
b. Explain the facilities to the guest
c. Take care of the guest’s luggage
d. Prepare a special present to the guest
10. The most important tool in preparing for a previous guest’s arrival
a. anecdotes from colleagues
b. guest history
c. guest Facebook profile
d. none of the above
5
INFORMATION SHEET
For Valet Service, there are two (2) services: Valet Parking and Valet
Housekeeping. However, some high – end establishments who handle frequent and
regular Very Important Persons (VIPs) do provide full butler service. Valet
housekeeping is expected to do everything that would make a guest’s stay very
pleasant and comfortable, It is like having a personal assistant, a helper, messenger,
and secretary in one position and a service that is delivered to a VIP. That is why the
characteristics and skills of the valet are superior to that of the typical room
attendant. A valet or a butler do research the personality/background of guests and
observes their actual behavior to deliver the appropriate service based on the facts
and actual observation.
Activity 1: Research
6
INFORMATION SHEET
Making eye-to-eye contact with the guest. Looking directly to the eyes of the guest
with whom you interact will make a more successful communication.
Good and effective communication will also improve the rapport and
goodwill toward the guest that includes the following:
Friendliness toward the guest.
Willingness to help and be of service.
Adding value to transactions and dealings by virtue of the human level of
contact and the personal feelings involved.
Positive feelings toward the guest.
Interest in the guest and what they have done or what they are doing.
Know when to speak and when not to speak. Being a butler is not the same
as being a bar attendant, waiter, or other members of the frontline staff. A
different protocol applies. A butler seeks to be a background presence rather
than an obvious presence. They must not impede yet be available when
required.
The principle of “seeing everything and saying nothing” definitely applies and
is designed to aid effective communication.
Every message must have a purpose. If there is no need to say anything, do
not speak.
7
Messages should match the interests and abilities of the guest. Conversation
should focus on the guest as opposed to focusing on the butler.
Unnecessary words should be eliminated. Conversation between the butler
and the guest should be limited in nature.
Chosen words should be within the experience range of the guest.
Verbal messages should be clear and concise. Use the correct words and
pronunciation along with appropriate inflection, tone, language, speed, and
volume of voice.
Speaking calmly is recommended.
ACTIVITY 2:
Direction: Answer the following questions. Write your answer on a
separate sheet of paper.
2. Identify and explain the role of communication in butler service. How is it done?
INFORMATION SHEET
Personality Development
Grooming and personality presentation may be correlated to wearing of
uniform, personal hygiene, and personal appearance.
8
Adhesive labels
A small first aid kit, several sizes of plasters
Matches or lighter
Uniform
Wearing the required uniform helps influence the customer’s opinions and
first impressions of the establishment you work at. Also, it helps promote the
establishment’s prestige. A well-groomed butler who has good personal hygiene helps
promote a positive and professional image of one’s self and the establishment.
A butler’s uniform is different from regular hotel staff like the guest room
attendant or public area attendant. This is because a butler handles VIP clients and
thus, his/her uniform is more formal/professional.
Significant characteristics:
9
Personal Hygiene
Personal hygiene is very important because a butler is always in direct contact with
guests. The following are standard grooming activities that a butler should strictly
observe:
Take a daily bath/shower - given that everybody should be doing this, more
so should a valet/butler staff
Wash hands regularly - regular hand washing should be observed not only
because of regular contact with guests but also because personal belongings
of guests are handled
Keep fingernails short - although valet staffs sometimes wear gloves, these
aren’t worn all the time so keeping nails trimmed is necessary. Women should
wear only neutral polish, avoiding colors and nail decorations.
Oral Hygiene - brushing of teeth, use of mouthwash and dental floss, and
regular visits to the dentist to help avoid bad breath
Use deodorants/antiperspirant - sometimes just taking a bath or brushing
teeth isn’t enough. Deodorants or antiperspirants help in preventing body
odor.
Make-up must be kept neutral for women. No excessive eye shadow and no
dramatic colors for lips or eyes.
Male butler’s hair must be maintained short and should not touch the collar
of the uniform.
Men must be clean-shaven or have whiskers neatly trimmed. Many butlers
need to shave twice a day to maintain a suitable appearance.
Use a lightly-scented aftershave or perfume. Strong perfume that is
predominant or over-powering must be avoided.
Sufficient rest. It is necessary for a butler to be alert and awake.
Always check appearance in a full-length mirror before reporting for duty.
Maintain good posture.
ACTIVITY 3:
1. Why are good grooming and personal hygiene of great importance in a job of a
butler? Explain.
2. What do you mean by personality development? Can this be learned in school or
not? Why or why not?
10
INFORMATION SHEET
After all available information from the guest is collected. Having a pre-arrival
meeting with other staff members would be very useful. The meeting will provide
valuable information about the guest, especially the staff members’ experience with
the guest (if the guest is a previous customer). It could also provide small details that
might have been missed in the previous information gathering.
11
Examples of guest information prior to arrival:
Names - the primary guest and his/her party (Spouse, children, Personal
Assistants, security, cooks, hair and makeup staff, advisors, media personnel,
nannies)
Title - how the guest wants to be addressed (professional titles, royalty, and
culture-specific titles)
Special requests - any specific tasks the guest requests to be delivered
No amount of preparation can fully prepare a butler for everything that could possibly
be wanted by the guest. When the guest requires service that has not been prepared
prior to arrival, the following should be observed:
12
Ask the guest or a member of their staff what is needed – this should be done
immediately after the guest is greeted. It is better to describe to the guest
upfront what the available services are
Clarify when and where the guest needs the attendance of the butler – identify
the times the guest requires valet services
Ideally, asking the guest of their needs are not supposed to happen because all
arrangements should have been done before the guest arrives at the hotel. Besides,
due to the busy nature of guests, contacting them is very difficult before they arrive
at the hotel.
The butler has to make do with the available information with what they have. The
important thing to keep in mind is to make all the necessary preparation based on
the available information and be prepared for requests that the guest might make.
When asking the guest what they need, listen carefully and take note of every detail
and ensure that the request is granted to the full capabilities of the hotel.
Asking the guest of their needs establishes their expectations, and all of these
expectations should be addressed as much as possible.
13
Coordinate with other hotel staff to discuss the stay of the guest and the
required arrangements while the guest is in the hotel
Coordinate the arrival of the guest:
o Transportation
o Preparation of room
o Food and beverage
o Security and logistics
o Luggage movement
Informing of other offices of the arrival of the guest that may include:
o Informing the hotel officials - if they will personally welcome the guest
o Informing the front desk - because standard check-in procedures may
not be followed for VIP guests
o Confirming the number of the guest’s party with the Food and Beverage
Department when the guest has a reservation
14
The Guest and Their Staff
A butler would not just deal with the primary guest, but also communicate with the
other party members of the guest. In dealing with them, remember the following:
Introduce yourself as the butler
Provide contact details
Welcome not just the VIP guest but also their entourage
Offer your services
Identify any changes to previous plans
If possible, find out more about the preferences of the guest through their staff
Timing - the room must be ready at least 3 hours before the estimated time of
arrival of the guest
o Three hours is allotted because it would be enough time to apply any
changes to the rooms as to specific instructions
Concerned Inspectors:
The following personnel must inspect the room before the guest arrives and must do
so separately:
Guest Room Attendants
15
Floor Housekeeper
Executive Housekeeper
Valets
Inspection Checklist:
16
ACTIVITY 4:
INFORMATION SHEET
Welcoming Guests
Now that you have done the necessary preparations for the guest's arrival, it is now
time to welcome the guest.
Procedure:
17
Guest Luggage Management
18
INFORMATION SHEET
Once the guest has settled in the room, and you have addressed any immediate
request of the guest. Unpacking and arranging the guest's clothes and other items
should be done next.
Procedure:
1. As courtesy to the guest, the butler will ask permission from the guest before
touching the guest's belongings;
2. Use gloves as Personal Protective Equipment (PPE);
3. Choose an empty and flat surface such as a table or bed to have appropriate
space for the items to be unpacked. Luggage rack is
the appropriate tool to use.
4. Segregate the items that need to be ironed, laundered
or cleaned.
5. Put the items to be laundered inside the laundry bag
which can be found inside the cabinet;
6. Check the shoes if it needs to be cleaned/repaired.
Separate them for cleaning or repairing later. For clean
and functional shoes, place the shoes at the bottom of
the wardrobe;
7. Sort hats, belts, scarves and other closet accessories out of the bag and hang
on the hooks found on the side of the cabinet;
8. Place all toiletries such as makeup and hair care items on the shelf/vanity
table, bathroom or powder/make-up room;
9. Secure any electronic accessories, including cameras, extra batteries, game
cartridges or DVD's and put them together on a shelf or table;
10. Check the small pockets of the bags as well the purse or carry-on luggage for
these items.
11. Arrange t-shirts and sweaters on separate shelves by color and sleeve length;
12. Fill in the drawers in the following order:
o Underwear on the top drawers. Shirts and sweaters underneath
o Hang blazers one by one, next to each other
o Put matching or similar colors together.
o Fasten, button or zip so that everything hangs right.
Note: Put the colors your client wears most often on the shelves that
are easiest to reach.
There is a need for sensitivity when unpacking guest luggage as the guest may be
tired and irritable from journey:
19
o It is the decision of the guest to receive valet service, never force them.
o Work as quickly as possible in order for the guest to have privacy.
o Some guests will want to unpack bags containing their personal items but will
be happy for valets to unpack the other bags.
o Be aware of the guest’s emotions.
ACTIVITY 5:
Direction: Your task is to place all the clothes properly in their proper
places by drawing the given cabinet and write the corresponding
number on the proper place where each item belongs. Write your
answer on a separate sheet of paper.
1 2 3
5 6
4
INFORMATION SHEET
20
Praise the guest on his or her appearance and on his or her choice of clothes.
In pressing guest clothing, before a butler undertake this task, it is highly
recommended that he must:
Procedure:
21
tighten the portion around your fingers and hold that part in the
palm of your hand;
When removing dirt and dust on the outer part of the shoes,
make a mitten using four fingers with outward motion;
Use a very soft brush if the shoes have beads or if the material
used is sensitive. Remove all dust and dirt by wiping the shoe,
especially the heel and sole with a cloth. Apply the polish; and
Start from the tip of the shoe and work your way towards the
heel
8. Wait for the shoe to dry completely; and
9. Buff shoes with a clean, lint-free cloth or use a
shoe brush to bring out the shine.
INFORMATION SHEET
Simple Repairs:
Luggage can become damaged during travel and part of the valet’s job is to
deal with this kind of situation. When damage is identified, the guest should be
advised straight away in order for them to be aware of it. Suggestion for a repair will
also be offered. Liaise with the guest to determine if he or she requires you to follow-
up on the damage, for example, by contacting the airline and seeking compensation.
Be proactive. Do not just wait for the guest to ask for repairs to be done. Look
for items requiring attention and take appropriate action.
Make small repairs using a valet’s kit to sew on buttons or stitch a hem.
Arrange for larger repairs as opposed to actually undertaking them.
Some repairs are done internally by the laundry or seamstress, or outside
where a specialist is required using preferred suppliers or providers.
Darning and mending is the simplest form in repairing that involves anchoring of
the thread in the fabric on the edge of the hole and carrying it across the gap.
Although the Valet staff does not actually do the laundry or pressing of guest clothes,
part of their duties and responsibilities is to process them for endorsement to the
Laundry Attendant.
22
Procedure:
Issued
Turned in for replacement; and
Damaged (include Job ID#)
23
Do not give any inventories to anyone without proper documentation. Keep
the documentation as a receipt of the exchange.
LAUNDRY FORM
Date:
Person Issuing:
Person Receiving:
INFORMATION SHEET
The human factor in all types of communication and customer service makes the
difference. Guests need to feel taken care of. Good customer service includes effective
telephone communication. The difference between a positive and negative experience
with a phone call is you.
Procedure:
1. Telephone ringing;
2. Answer the phone on or before the third ring;
3. Make the standard greetings with a smile:
Identify your department then identify yourself.
Adding phrases such as “Housekeeping Department, good
morning. This is (state your name), how may I help you?”
4. Have a pencil and a paper ready;
5. Listen attentively, focus your attention on the caller;
6. Write down immediately the caller’s name and room number, time of the
request, special request and/or instruction;
7. Answer the inquiries of the guest;
8. Repeat all details such as the name and room number, special request and/or
instruction of the guest;
9. Assure the guest of the immediate action. (example: I shall connect to the
department your request now it shall be granted, Sir);
10. Bid the guest goodbye with some pleasantry;
11. Put down the telephone upon hearing the click from the other end; and
12. Make a follow up if necessary.
24
INFORMATION SHEET
Unpacking the guest's clothes and other items is the easy part. Packing them all
back together is an altogether different skill and requires more attention to execute
properly.
Procedure:
1. As a Valet Staff, ask permission from the guest before touching his/her
belongings (When packing expensive items such as electronic gadgets or
pieces of jewelry, the valet staff should be assisted by a Supervisor/ House
Managers);
2. Lay everything on the bed including the suitcase. (Make sure that it is within
the guest’s sight);
3. Make a list of all items you will pack;
4. Use gloves as Personal Protective Equipment (PPE)
5. Gather all the equipment, tools and materials needed
in performing your tasks:
o Luggage
o Ziplock bags
o Clothes (clean/ dirty)
o Toiletries
o Shoes/slippers
o Name tag
o Mesh bag
1. Roll pajamas, nightgowns, sweaters, and other casual wear to fill small
spaces, when possible;
2. Layer each rolled up outfit on the bottom of the suitcase;
3. Lay the first heavy clothing such as jacket or pants. Put it on top of the rolled
items; lay it flat in the suitcase being folded;
4. Put the next item on top - it should be placed in the opposite direction from
the first item;
5. Pack each item one at a time in a clockwise direction and allow sleeves, pant
legs, skirt lengths to hang over the edges as you stack more and more items;
6. Select an object to form the core of the bundle (books, papers or magazine);
7. Put core object on top of the pile of clothes you have stacked;
8. Start wrapping up your bundle. Begin with the last item you placed;
9. Wrap sleeves, pant legs, skirts lengths over the core; neatly wrap the ends of
that item across the core bag on top of the pile
o Wrap each item as neatly as you can.
o Pack tightly.
o Packing loosely wastes precious space and causes clothes to wrinkle;
10. Place your remaining luggage items, like shoes, around the perimeter of the
bundle.
25
11. Put tag for identification;
o NAME, DESTINATION, TEL. NO.
12. Inform the guest that you have finished packing their luggage; and
13. Bid the guest goodbye.
1. Never allow unauthorized people to handle or take items from the luggage.
2. Restrict access to areas where the guest’s luggage is stored or being unpacked.
If possible, close and lock doors of the guest’s room or suite.
3. Notify the guest or his or her staff as to where the luggage has been taken for
storage.
4. Check tags on bags (attached on bags or luggage by guest or his or her staff).
Take remedial actions if necessary if damage is seen.
5. Verify locks on bags if fully operational and advise when locks are damaged
or missing.
6. Look for evidence of tampering and advise the guest if this is detected.
A higher standard of privacy and security protection is normally provided for guests.
This may mean liaising with in-house security staff as well as liaising with security
personnel. There is a need for butlers to:
Activity 6:
1. “As a butler one may sometimes find themselves in a position where being
dedicated to a guest means they cannot be dedicated to what the venue requires
them to do”.
26
Summary: What I Have Learned
1. Effective communication can improve working relationship, improving
teamwork without creating conflict, and understand one’s guest.
2. Communication is considered as a learned skill.
3. Service require the application of specific knowledge, skills and attitudes
relevant to effective participation consistently every time in the workplace
environment.
4. Performing individual tasks, managing range, responding to contingencies,
dealing with the responsibilities of the workplace, and working with others are
the aspects of workplace performance.
5. In terms of relationship, a butler and guests may create an extraordinary
relationship because of the nature in work.
6. Demonstrating willingness to be of genuine service means not only “doing the
right thing” but doing it with the right attitude.
7. Always be proactive in obtaining information.
8. There is a need to give the guest privacy immediately.
9. Be aware of the guest’s emotions, they may not on their best when they arrive.
POST-TEST
I. Write TRUE if the statement is correct and FALSE if otherwise.
1. Products require the application of specific knowledge, skills, and
attitudes relevant to effective participation consistently every time in the workplace
environment.
6. A butler should ignore the emotions of the guest because the guest may
not be feeling well when he or she arrived.
8. A lot of dirty work is done in the laundry area. It is a must to ensure that
the laundry area is kept clean and tidy using an effective step-by-step guide.
9. Darning and mending is the simplest form of repairing tear and holes on
fabric.
27
10. Butler or valet services protect the privacy and security of the guests to
a higher standard.
II. Multiple Choice. Choose the letter of the best answer. Write the letter of your
choice in a separate answer sheet.
2. A guest just arrived at the hotel. You, the butler is to welcome the guest.
What is the first thing that should be done?
a. Ask the guest if he/she needs anything
b. Ask the guest if he/she has already eaten
c. Ask the guest how was his/her travel going to the hotel
d. Assist the guest in carrying his/her bag
3. Responsibilities of a butler
a. Assist guest’s request for repairs
b. Collect guest’s items for laundry and pressing
c. Pack and unpack guest’s clothes
d. Clean the guest room
6. Qualifications of the Butler are just the same as the Guest Room or Public
Area Attendant
a. True
b. False
28
d. Prepare a special present to the guest
10. The most important tool in preparing for a previous guest’s arrival
a. anecdotes from colleagues
b. guest history
c. guest Facebook profile
d. none of the above
29
b. verbal communication from the inside
c. communication from neighbors
d. non-service providers
16. The following are examples of hotel policies and procedures EXCEPT
a. service standards and protocols
b. honesty
c. no treatment of VIP’s
d. discretionary authority to act on behalf of the hotel
20. What might be involved in dealing with guest luggage on their arrival?
a. proper management of guest luggage
b. dealing with porters/bellman
c. sorting of luggage
d. using available trolley
22. What sort of special requests might guest ask from their butlers?
a. organizing repairs
b. responding to unusual circumstances or issues
c. making bookings, accommodation or tours
d. all of the above
30
23. What do you think butlers should do if asked by a guest to do something
illegal and/or dangerous?
a. explain properly and refuse politely
b. tell the superior
c. make necessary action
d. report to the police
24. Why is it important for butlers to protect and maintain guest privacy and
confidentiality?
a. security purposes
b. personal purposes
c. emotional purposes
d. all of the above
25. What pre- and on- departure activities may a butler assist their guests
with?
a. luggage management
b. room service
c. reservations
d. meeting with the personnel
Reflection
Write your personal insights about the lesson using the prompts below:
(Write you answer in a separate sheet of paper)
I understand .
I realized .
31
References
Basbas, L.D., & Urbiztondo, L.A. (2016). Housekeeping. Manila: Rex Book
Store.
Bautista, F. and De Villa, O., Housekeeping CBLM 2006-2008.
Crespo, A.M., & Roldan, A.S. (2013). Housekeeping Management: AR Skills
Development and Management Services
32