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Provide Butler Service

This document provides guidance for valet or butler service within a hotel setting. It outlines the roles and responsibilities of valets, which include unpacking and packing guest luggage, collecting laundry, shining shoes, and more. It emphasizes the importance of good communication, grooming, hygiene, and following standard operating procedures. The goal is to enable trainees to develop the knowledge and skills needed to properly provide valet and butler services to guests.

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0% found this document useful (0 votes)
415 views32 pages

Provide Butler Service

This document provides guidance for valet or butler service within a hotel setting. It outlines the roles and responsibilities of valets, which include unpacking and packing guest luggage, collecting laundry, shining shoes, and more. It emphasizes the importance of good communication, grooming, hygiene, and following standard operating procedures. The goal is to enable trainees to develop the knowledge and skills needed to properly provide valet and butler services to guests.

Uploaded by

amor.bobis
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 32

Republic of the Philippines

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.

After going through this handout, you are expected to:

LO 1. Display professional valet standards

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

LO1.4 Follow operating standard procedures in keeping laundry area clean

LO1.5 Prepare reports and endorsements of valet service provider

LO 2. Care for the guest property

LO2.1 Perform packing, unpacking, storing, and preparing of guest luggage


management

LO2.2 Observe institutional standards in preparing of guest clothes and shoes

LO2.3 Make simple repairs on cloth and linen in accordance with the establishment
procedures

LO2.4 Learn ethical standards for guest security and confidentiality

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

4. Uniforms of butlers must fit properly because


a. they will be scolded by their supervisor
b. it restricts free movement
c. loosely fitting uniforms get wrinkled easily
d. inappropriately sized uniforms are unpleasant to look at

5. In obtaining guest information, one of the important characteristics of a butler


is:
a. being proactive
b. being articulate
c. being firm
d. being talkative

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

8. In unpacking the guest’s luggage, the butler must first


a. ask permission from the guest before touching the belongings
b. check if the luggage is damaged
c. lay everything on a flat surface before putting the items in appropriate
places
d. ask the supervisor to witness the unpacking

9. The first important skill in granting the requests of the guest is


a. rapport with guests
b. listening skills
c. memory skills
d. speaking skills

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

READ AND LEARN

Do you know that valet or butler is the gentleman’s


gentleman? In older times, they are called “man
servants”. They perform personal services like
keeping guest clothes, running errands, making
travel arrangements, and dealing with bills or
management of money matters for the guest.
Sometimes they are called the “majordomo” in a
household staff. It is common, therefore, for a
special relationship to form between a butler and a
guest in terms of working relationship and
perception in personal affairs.

5
INFORMATION SHEET

Roles of Valet or Butler Service


The valet or butler is a specialist when it comes to providing personalized
service to guests. They are usually considered as the highest servant status.

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.

Services delivered by a Valet/Butler include:


 Unpack and pack guest’s luggage
 Collect guest’s items for laundry and pressing
 Shine and clean guest’s shoes
 Organization of special functions, excursions and tours, and theatre and
restaurant bookings
 Organization and delivery of room service including service of meals and
drinks, and waiting and service provision at in-room parties and functions
 Provision of local advice including recommendations for dining, transport,
sight-seeing, tourism and leisure activities, and acquisition of personal
services; and
 Making, altering, and/or confirming travel arrangements

Personal Characteristics will include:


 tact, diplomacy, and discretion
 etiquette and good manners
 politeness and civility
 honesty and dedication
 willingness to be genuine service; and
 an unbiased and prejudice-free disposition

Activity 1: Research

Research anything about Butlers in the Philippines. It can be any


article pertaining to butlers. You may copy or print the article. Do not forget to
write/acknowledge the website or reference at the end of the article.

6
INFORMATION SHEET

Establishing Good Communication Standards

A professional and confident communication with the guest will help in


understanding and resolving differences of individuals, building trusts and respects,
and creating a harmony in work. Proper communication will help eliminate the
misunderstanding that can cause conflict in the employee and guest relationship.
The following are steps in good communication to guest:

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.

Showing positive attitudes and beliefs. Through showing honesty, patience,


optimism, sincerity and respect. These attitudes will bring impact to good
communication.

Listening attentively to the instruction of the guest. A good valet or butler


professional should not only be able to speak effectively. One must also listen
carefully to what the guest is saying.

Communication must include:

 use of appropriate verbal and non-


verbal communication techniques
 building rapport and goodwill
 building trust and confidence with
the guest
 honesty
 tact, diplomacy, and discretion; and
 privacy and confidentiality issues

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.

1. Describe the services delivered by a butler.

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.

Having a “valet or butler’s kit” will help in maintaining personal appearance


and will help assist guests with little emergency problems that could come up from
time to time. A valet’s kit should include the following:
 Small scissors or clippers
 Tweezers
 Hair brush and comb
 Clothes brush
 Polishing and application brushes for shoes
 Disposable gloves
 Needle and an assortment of threads and buttons
 Safety pins in different sizes
 Nail polish remover
 Stapler with staples
 Eraser, correction tape

8
 Adhesive labels
 A small first aid kit, several sizes of plasters
 Matches or lighter

Good Grooming and Personal Hygiene


The importance of good grooming is emphasized for butlers/valet because the
position requires close and frequent contact with VIP guests. Good grooming covers
personal hygiene, uniform, and overall presentation of the valet. All of which should
be maintained at a high standard level considering the clientele who avails a valet
service, therefore, a valet or a butler is expected to be very hygienic, neat, and looking
sharp. A well-groomed valet/butler who has good personal hygiene helps promote a
positive and professional image of one’s self and the establishment.

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:

 It fits properly so it looks good, enables freedom


of movement, and is comfortable to wear.
 It is kept clean. It is a standard requirement to
have at least one change of clothes available to
them at work so uniforms can be changed when
they get dirty or look “tired”. The uniform must
always be:

 Pressed, meaning it must be free of


wrinkles and looked well cared for
 Stain-free and free of marks, dirt or other
mess

 It remains in good repair. There must be no loose


threads or missing buttons.
 Type and style of shoes to be worn such as black, polished leather shoes.
 A jacket or formal suit in black or grey colors is worn by a butler and they
commonly wear a different color or style of epaulette to distinguish them from
other service staff.
 A tie according to the required color.
 Jewelry should be worn to the barest minimum, meaning only watches,
wedding ring, and simple earrings for female staff may be worn. Too many
accessories might distract a guest and staff should never wear more jewelry
than guests. A simple ring and a basic wrist watch and simple earrings for
women are allowed.

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.

 Women butler’s hair must be tied into a ponytail or kept in a bun/hairnet.

 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:

Direction: Answer the following questions. Use a separate sheet for


your answers.

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

Preparing for Guest’s Arrival


Obtaining the guest's information prior to arrival is crucial in effective delivery
of valet services. The more the butler knows about the guest, the better the services
would be provided. This could be done by referring to the guest history. Doing so
allows the butler to prepare for most requests a guest might demand.

Obtain Guest’s Information Prior to Arrival


One of the important characteristics required of a butler is being proactive.
This means a butler must not wait for the hotel management to provide information
about the guests. Butlers themselves must ask the management to contact the guest
to gather information from them. For some VIPs, this may be done through their
secretaries or Personal Assistants.

If a guest is a previous customer, a hotel’s guest history is a vital source of


information as it contains the details of the guest’s last stay at the hotel. The guest
history may include about the likes and dislikes of the guest, do’s and don’ts,
personal preferences such as brand names, wake up calls, food, and beverage, room
preferences, facilities required, among others.
The guest history would also show
things that went wrong (if any) during the
guest’s time with the hotel. Such an incident
report must have the root cause analysis of
what went wrong and the recommendations
made to prevent it from happening again.
Information about the guest may be
provided by the guest themselves, or by a
member of their staff. This information may
come either as written or verbal requests.

If communication is done verbally, it is important to take note of the contact’s


details like their name, telephone number, email for follow up and verification
purposes. While talking to the contact person, taking notes is a must. After the
discussion, the notes have to be sent to the contact person for confirmation.

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

 Itinerary - the schedule of the guest while staying at the hotel

Identify Guest Preferences


Before the guest arrives:

Skills learned in the previous topic are to be applied:

 Reviewing the guest history


 Reviewing of guest communication (notes on calls, emails or other means)
 Communicate with the guest or a member of his party
 Communicate with venue staff and third-party providers who worked with the
guest before

Upon Arrival of the Guest:

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:

 Common sense – determine what service to provide based on one’s own


experiences, or product knowledge

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.

Examples of guest requests:


 Particular brands of food or beverage
 Reading materials such as newspaper and magazines (with the brand in mind)
 Room temperature
 Calls (Reminders and wake up calls)
 Room Service - Food and beverage service,
massage services, business support,
 Organized tours
 Restaurant reservations
 Making travel arrangements
 Other personal requests
These are just some examples of common requests. Some VIPs have over the top
requests that cannot be addressed by valet service alone so coordination with other
offices is a must.

Liaise with Other Staff


A butler can’t do everything by himself/herself. Thus, there must be constant
coordination with other concerned hotel departments or external providers in order
to fully satisfy the preferences of the guest.
Liaising with other staff:

A butler may be required to do the following:

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

o Coordinating with Security (number of guests, room numbers, close in


security)

o Coordinating with Housekeeping for confirmation of guest arrival,


number of guests, room allocations, and special services
o Other department staff necessary for delivering the required service of
the guest

Liaising with Third Party Individuals


External Providers

External providers may include the following

 Various suppliers (food, beverages, flowers, equipment, etc)


 Transport providers (pickup and drop off, tours)
 Event organizers (venue staff)
 Operators of leased equipment (lights, sounds, etc)
 Local Government Units (local permits, courtesy calls)
 Sponsors of events (sponsor kiosks)
 Press/Media
 Other external providers
In dealing with external providers, it is important that the butler contacts them and
update any new information they might need. The arrangement, including the new
and updated ones, should be confirmed with them.

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

Checking of the Guest Room Prior to the Arrival of the Guest


Before the guest arrives, the butler must check the room if they comply with house
protocols and to the specifications of the guest.

Guest Room Preparation


In preparing the guest’s room, the butler must do the following:

 Double check if the room is


prepared according to the
specifications of the guest
 The valet should be involved in
the actual preparation of the
room because ultimately, the
valet would be the one who will
have to answer to the guest in
case the room turned out to be
out of the specifications of the guest
 Prepare the room according to the usual hotel standards if the guest did not
specify any requests for the room.

Things to consider when inspecting rooms:

 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:

 Floors, walls, ceilings, and carpets


 Fixtures, furniture, and equipment
 Appliances -
 Interior and Outdoor areas
 Complementary products
 Door locks
 Alarms are turned off
 Arrival items
 Reservation confirmations

 Guest specified items


 Vault (exact term)

Tips for Inspecting:


 See - look at everything inside the room, even the smallest. Check if everything
looks right
 Smell - Your nose, knows. Any unpleasant smell must be taken care of.
 Hear - check if there are unnecessary sounds coming from appliances or
equipment in the room or if there are noises from the surrounding area.
 Touch - feel counter tops if they are dusty or use your hands to check the
overall cleanliness of the room.
The purpose of inspecting is to find out if there are things that have to be done to the
room. Therefore, there would be instances when actions have to be done. Some of
this corrective actions may include:
 Cleaning the room again
 Furniture, fixtures, items rearrangement
 Maintenance or repairs 
 Room transfer

16
ACTIVITY 4:

Direction: Arrange the proper sequence of events by writing it


chronologically on the right side. Use a separate sheet of paper.

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:

1. The butler must greet the guest warmly and with a


smile;
2. Use the last name of the guest or address him with
Sir/Madame when talking to him/her;
3. Personally take care of the guest's immediate needs
like assistance for carrying his/her luggage;
4. Open the door for the guest;
5. Explain the facilities to the guest;
6. Make suggestions to help the guest enjoy his stay;
7. Offer additional help and inform the guest how you
can be contacted; and
8. Bid the guest goodbye.

17
Guest Luggage Management

In dealing with guest luggage, a butler must


treat it with care and respect. Most importantly,
avoid any damages and losses. Overseeing the
activities will ensure that nothing is forgotten or
misplaced during the transportation of the guest
luggage to their room.

It is crucial to unpack, store, prepare and


pack guest luggage. Necessary action is to be taken
to avoid problems. Checking and inspecting the
condition of the luggage first would be necessary
steps in managing them.

Dealing with guest luggage includes:

 Unpacking of luggage and storing of items either in a room or in another place


within the premises, including the organization of items for safety deposit
 Storage of guest luggage
 Security of guest properties
 Liaison with porters; and
 Repairs of luggage and/or replacement of same if essential

Dealing with guest clothes incudes:

 unpacking and storing in-room


 arranging for cleaning or dry cleaning and repairs; and
 pressing of items

Guest requests include:

 organizing repairs to equipment and sundry items


 making bookings, including travel, accommodation, theatre, dining,
excursions and tours
 making sundry purchases on behalf of the guest as required such as flowers,
gifts and special needs
 responding to unusual circumstances or issues that arise during the guest’s
stay; and
 arranging for specific room service and delivery of room service functions

18
INFORMATION SHEET

Unpacking and Arrangement of Guest Luggage

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.

13. All shirts should be hung up together in one section


14. Arrange by colors from light to dark with all of one color group together.
15. Follow the same process for skirts, pants, etc.
16. Hang pants from the waist or cuffs on a pants hanger
17. Check the cabinet for misplaced items
18. Close the cabinet

There is a need for sensitivity when unpacking guest luggage as the guest may be
tired and irritable from journey:

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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

Standards in Preparing Guest Clothes and Shoes

Preparing guest clothing:

 Ask for and follow the guest’s


instructions on what they want to wear.
The more direct and exact information
from the guest, the better.
 Make sure that all clothes are clean,
tidy, pressed, and presentable.
 Arrange each item accordingly so the
guest can dress up quickly.

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 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:

 Receive instruction from the presser attendant on the correct procedure of


pressing clothes.
 Practice for confidence.

Arranging cleaning of guest clothes:

 Check pockets to remove any items left.


 Check the garments and remove anything attached to it.
 Complete internal documentation when requesting for laundry and/or dry
cleaning. This documentation form will be the basis of charging the guest for
the services provided.
 Arrange collection of items or delivering of items to the laundry.
 Indicate specific time when the guest will require items.

Clean Guest Shoes:

Procedure:

1. Prepare the materials needed:


 Different colors of polish/wax
 Polishing brushes
 Polishing cloths
 Cleaning brushes
 Cleaning cloth
 Shoe horn
 Shoes
 Gloves
 Good morning towel/ newspaper
2. Wear protective clothing:
 Put a towel on your lap (if sitting down) or,
 Spread newspaper on the table or any flat surface (if standing)
 Wear disposable gloves
3. Sit properly on a chair and begin cleaning/polishing the shoe;
4. Pick up the shoe by holding the sole;
5. Carefully examine the shoe by observing the following:
 Material used (leather, leatherette, plastic, synthetic leather,
animal skin, with beads, gamosa)
 Color of the shoe
 Dirt
 Dent/ scratch/ damage on the shoe.
6. If the shoe has damage, present to the guest for confirmation. Note: Minor
repairs should be performed by the assigned Valet staff;
7. Make a mitten on your finger and clean the inner part of the shoe. Use a clean
cloth:
 Wrap the corner of the cloth around your first and second fingers
of your dominant hand. Twist the remainder of the cloth to

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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.

Repairs for guest clothes:

 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.

Process Laundry and Pressing

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.

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Procedure:

1. Fill in the laundry list found inside the cabinet:


 Name and room number of the guest
 Type of service to be done on the item
 Number of items
 Type of items
 Checking for possible damages on the clothes
 Special instruction/s of the guest
2. Ask the guest to sign the laundry list for confirmation. Guest's signature
means that the items were collected as listed;
3. Ask the guest if they still need further assistance;
4. Bid the guest goodbye;
5. Take the guest's items to the laundry's receiving area;
6. Sort the items according to:
 Number of items to be laundered
 Types of fabric
 Washing procedure needed by the fabric
 Stain
 Colors
 Sizes, etc.,
7. Ensure that the correct laundry documentation is filled out:
 Guest details are recorded (date, room number, guest name,
time)
 Numbers of items correspond to the laundry list,
 And note any discrepancies, damage or stains.
8. Endorse the laundry item to the right laundry personnel involved in
performing the tasks
9. Report any discrepancies to your supervisor, e.g. shortage of items to
documentation, damaged items, guest's special requests.
10. Collect guest's clothes from the laundry;
11. Deliver guest's clothes;
12. Knock on the guestroom door and announce, “Valet Service;”
13. Enter the room discreetly to avoid disturbing the guest;
14. Greet the guest and let the guest know your purpose
15. Ask the guest were you can place the laundered items;
16. Ask the guest to sign the delivery form;
17. Ask the guest if they still need assistance;
18. Bid the guest goodbye; and
19. Close the guestroom door carefully

Reports and Endorsements

A report will be kept for all laundry that is:

 Issued
 Turned in for replacement; and
 Damaged (include Job ID#)

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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:

ITEM DELIVERED/DAMAGED JOB ID NO. RECEIVER’S


DESCRIPTION SIGNATURE

INFORMATION SHEET

Receiving and Acting on Guest Requests

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.

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INFORMATION SHEET

Packing of Guest’s Luggage

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.

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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.

Ethical Standards for Guest Security and Confidentiality

Securing guest luggage must adhere to the following standards:

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:

 subject to various security checks


 cooperate with security personnel
 provide misleading information to others

Activity 6:

Direction: Answer the following questions. Use a separate sheet


for your answers.

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”.

In your own opinion:


a) What area of being a butler do you find some difficulties or weaknesses?
b) Describe the weaknesses or difficulties.
c) Are there solutions to these conditions? What do you propose?

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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.

2. A cook or chef is considered as the highest servant status in the hospitality


industry.

3. The responsibility of a butler is to ensure all cooking utensils used by the


hotel as well as any guest utensils are clean and delivered on time.

4. Proper communication will help eliminate the misunderstanding that can


cause conflict in the employee and guest relationship.

5. Communication is considered as an innate skill not a learned skill.

6. A butler should ignore the emotions of the guest because the guest may
not be feeling well when he or she arrived.

7. Demonstrating willingness to be of genuine service means not only “doing


the right thing,” but also doing it with the right attitude.

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.

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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.

1. What is a personal characteristic required of a valet or butler?


a. etiquette and good manners
b. tact and discretion
c. diplomacy
d. All of the above

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

4. Uniforms of butlers must fit properly because


a. they will be scolded by their supervisor
b. it restricts free movement
c. loosely fitting uniforms get wrinkled easily
d. inappropriately sized uniforms are unpleasant to look at

5. In obtaining guest information, one of the important characteristics of a butler


is:
a. being proactive
b. being articulate
c. being firm
d. being talkative

6. Qualifications of the Butler are just the same as the Guest Room or Public
Area Attendant
a. True
b. False

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

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d. Prepare a special present to the guest

8. In unpacking the guest’s luggage, the butler must first


a. ask permission from the guest before touching the belongings
b. check if the luggage is damaged
c. lay everything on a flat surface before putting the items in appropriate
places
d. ask the supervisor to witness the unpacking

9. The first important skill in granting the requests of the guest is


a. rapport with guests
b. listening skills
c. memory skills
d. speaking skills

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

11. These are the services delivered by a butler EXCEPT


a. organization of special functions
b. organization of tours and excursions
c. delivery of room service
d. going out with the guest

12. Grooming and personal presentation maybe related to


a. hygiene and appearance
b. appearance and manners
c. hygiene and quality
d. none of the above

13. The hotel policies and procedures maybe related to EXCEPT


a. dishonesty
b. service standards and protocols
c. treatment of VIP’s
d. complimentary goods and services

14. The role of communication must include the following EXCEPT


a. use of appropriate verbal and non-verbal communication techniques
b. honesty
c. building rapport and goodwill
d. no privacy and no confidentiality

15. The basis for guest information may be obtained from


a. internal guest history

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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

17. Standards for grooming and personal presentation may be related to


a. wearing of uniform, personal hygiene, and appearance
b. personality
c. characteristics of a person
d. none of the above

18. What is involved in giving care for the guest property?


a. greeting the guest
b. unpacking, organizing and packing
c. concern on guest security and confidentiality
d. all of the above

19. How can a butler satisfy a butler-serviced guest?


a. following company procedures
b. guest belongings are properly handled
c. strict privacy
d. limited time allotted

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

21. What tasks do butlers be required to undertake in relation to guest clothing


during their stay?
a. unpacking, storing, packing and preparing of guest luggage
b. properly handling of guest belongings
c. avoid damages and losses
d. checking and inspecting

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

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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 .

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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

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