Competency Based Learning Material: Secto R: Qualification: Unit of Competency

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COMPETENCY BASED LEARNING MATERIAL

SECTO
R:
TOURISM
QUALIFICATION:

HOUSEKEEPING NC II
UNIT OF COMPETENCY:

PROVIDE VALET/BUTLER SERVICE


MODULE TITLE:

PROVIDING VALET/BUTLER SERVICE

GOVERNOR GENEROSO AGRICULTURAL


VOCATIONAL INSTITUTE
OF TECHNOLOGY (GGAVIT)
INC

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COMPETENCY BASED LEARNING MODULE

Welcome to the Module in Providing Valet/Butler Service.


This module contains training materials and activities for you to
complete.
The unit of competency “Provide Valet/Butler Service” contains
knowledge skills and attitudes required for Housekeeping NC II. It is
one of the specialized modules at National Certificate level (NCII).
You are required to go through a series of learning activities in
order to complete each outcome of the module. In each learning
outcome are Information Sheets, Job Sheets. Follow these activities on
your own and answer the self-check, perform the procedural checklist
at the end of each learning outcome. You may remove a blank answer
sheet at the end of each module (or get one from your facilitator/trainer)
to write your answer for each self-check. If you have questions, don’t
hesitate to ask your facilitator for assistance.
Recognition of Prior Learning (RPL)
You may already have some of the most of the knowledge and
skills covered in this learner’s guide because you have:

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been working for some time
• Already completed training in this area
If you can demonstrate to your trainer that you are already competent
in a particular skill or skills, talk to him/her about having them
formally recognized so you don’t have to do the same training again. If
you have a qualification or Certificate of Competency from previous
training, show it to your trainer. If the skill you acquired is still current
and relevant to the unit/s of competency they may become part of the
evidence you may present to RPL. If you are not sure about the
currency of your skills, discuss with your trainer.
At the end of this module is a Learner’s Diary. Use this diary to record
important date, jobs undertaken and other workplace events that will
assist you in providing further details to your trainer or assessor. A
Record of Achievement is also provided for your trainer to complete
once you complete the module.
This module was prepared to help you achieve the required competency, in
Provide Valet/Butler Service. This will be the source of information for you
to acquire knowledge and skill into this particular trade independently and
at your own pace, with minimum supervision or help from your instructor.
• Talk to your trainer and agree on how you will both organize the
Training of this unit. Read through the module carefully. It is divided
into sections, which cover all the skills and knowledge you need to
successfully complete this module.
• Work through all the information and complete the activities in
each section. Read information sheets and job sheets and complete the
self-check and perform the procedural checklist. Suggested references
are included to supplement the materials in this module.
• Most probably your trainer will also be your supervisor or manager.
He/she is there to support you and show you the correct way to do
things.
• Your trainer will tell you about the important things you need to
consider when you are completing activities and it is important that you
listen and take notes.
• You will be given plenty of opportunity to ask questions and practice
on the job. Make sure you practice your new skills during regular work
shifts. This way you will improve both your speed and memory and
also your confidence.
• Talk to more experience workmates and ask for their guidance.
• Use the self-check questions at the end of each section to test
your own progress.

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• When you are ready, ask your trainer to watch you perform the
activities outline in this module.
• As you work through the activities, ask for written feedback on
your progress. Your trainer keeps feedback/pre assessment reports
for this reason.

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When you have successfully completed each element, ask your trainer
to mark on the reports that you are ready for assessment.
• When you have completed this module (or several modules), and
feel confident that you have had sufficient practice, your trainer will
arrange an appointment with registered assessor to assess you. The
result of your assessment will be recorded in your Competency
Achievement Record.

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List of Competencies

No. Unit of Competency Module Title Cod


e
Providing
Provide Housekeeping TRS512311
1. Housekeeping
Services to Guest 1
Services to Guest
Cleaning and
Clean and Prepare preparing
2. rooms for incoming rooms for TRS5123112
guests incoming
guests
Provide valet/butler
Providing
3. service TRS5123113
valet/butler
service
Laundry Linen and
Laundry Linen and
4. Guest Clothes TRS5123114
Guest Clothes
Clean public areas, Cleaning public
5. facilities and areas, facilities and TRS5123115
equipment equipment
Deal with/Handle
Dealing
6. intoxicated guests TRS5123122
with/Handle
intoxicated guests

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MODULE CONTENT

UNIT OF COMPETENCY : Provide valet/Butler

Service MODULE TITLE : Providing

Valet/Butler Service MODULE DESCRIPTOR:


This module covers the basic knowledge, skills and attitude
required for valet service providers in a commercial
accommodation establishment. Experienced staff members with
sound organization and interpersonal skills generally undertake
this role.

NOMINAL DURATION: 60 HOURS

LEARNING OUTCOMES:
LO 1 Provide valet services to guest
LO 3 Display professional standards
LO 4 Care proper handling of guest’s property.

ASSESSMENT CRITERIA

Identify services required or preferred by guests in accordance


with establishment procedures.
Establishes rapport and goodwill with guests through oral/
written communication.
Coordinate with rooms keeping supervisor for the delivery of processed
items in accordance with establishment Standard Operating Procedures.
Coordinate with Front Office/ Housekeeping in accordance with
Standard Operating Procedures.
Inform laundry office of his whereabouts in case of need for his
service. Coordinate with sorter/ marker about special instructions of
guest.
Checking laundry items for damages and inform guest immediately if there
are.
Rapport is established and feeling s of goodwill are enhanced between
the guest and the establishment through good oral and written

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communication.
Information about individual guest is accessed and utilized to
provide personalized and quality service.

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Valet grooming and communication standards are followed in accordance
with establishment standards.
Luggage is unpacked, stored and packed neatly in accordance
with guest instructions.
Guest clothes are appropriately prepared and presented, ready for
guest use. Shoes are correctly cleaned
Repairs are made or organized in accordance with establishment
procedures.
Confidentiality regarding guest property
and activities is maintained in
accordance with legal and ethical standards.

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LEARNING OUTCOME # 1 Provide Valet Services to
guests
CONTENTS:
Basic roles in valet service in the Philippine hospitality industry

Building guests rapport through oral and written communication

Procedures in performing valet services

Sorting, Endorsing and Delivering of Laundry

ASSESSMENT CRITERIA:
1.1 Role of valet is defined in accordance with enterprise policy
1.2 Valet services are prepared to be delivered
1.3 Valet services is delivered within limit of responsibility
1.4 Valet services is recorded
CONDITION:
Student/ trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENTS
3. TOOLS
caddy/
trolley
laundry
basket
labeler
4. EQUIPMENT
luggage carrier
sorting shelves
5. MATERIALS/SUPPLIES
pen and
paper tags
housekeeping forms
ASSESSMENT METHODS:
Observation
Interview
Written examination
Demonstration of practical
skills

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LEARNING EXPERIENCES
Learning Outcome 1: Provide Valet services to guests
Learning Activities Special Instructions
 Read the information sheet Read the information sheet.
3.1-1 Basic Roles of Valet Service After reading the learner is
within Philippine Hospitality encourage to answer the self-check
Industry. 3.1-1
Compare your answer to the
 Answer self-check 3.1-1
answer key
Read the information sheet Read the information sheet. After
3.1-2 Building Guest Rapport reading the learner is encourage to
Through Oral and Written answer self-check 3.1-2
Communication
Answer Self-Check 3.1-2 Compare your answer to the
answer key
Read information sheet 3.1- Read the information sheet. After
3 Procedures in Performing Valet reading the learner is encourage to
Services: perform job sheet 3.1-3

Answer Self-Check 3.1-3 Compare your answer to the


answer key
Perform Job Sheet 3.1-3 Evaluate your own work using the
ON picking up for guests’ performance criteria3.1-3
laundry
Keep a copy of your work for the
next activities

Read information sheet 3.1-4 Read the information sheet. After


Sorting, endorsing and reading the learner is encourage to
delivery of laundry perform job sheet3 .1-4

Answer Self-Check 3.1-4 Compare your answer to the


answer key
Perform Job Sheet 3.1-4 Evaluate your own work using the
ON performance criteria
Sorting, Endorsing and
Keep a copy of your work for the
Delivering of Laundry
next activities

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Information Sheet 3.1-1
Basic Roles in Valet Service in the Philippine Hospitality Industry

Learning Objectives: After reading this INFORMATION SHEET, YOU


MUST be able to;
1. Identify the basic roles in valet service in the Philippine hospitality

industry.
Introduction:
“Butler” is a servant in a wealthy, large household and
“Servant” is an older English term for "Domestic Worker". A
“Domestic Worker” is someone who works within the employer's
household and perform a variety of household services for an individual
or a family, from providing care for children and elderly dependents to
cleaning and household maintenance, known as “housekeeping”.
Responsibilities may also include cooking, doing laundry and ironing,
food shopping and other household errands. Some domestic workers
live within the household where they work.
Valet or Varlet is a “French Term” which means ““male servants””. In
Valet, the “T” is being silent.
As the Valet termed for “male servants” and its meaning is the
“Housekeeper” is for “Woman” who is in charge for caring for the
entire house and its appearance.
In modern usage, the Hotel Valet/Butler is an employee who
performs personal services for guests making sure that everything is
properly and efficiently attended.
Butler is also known as “Personal Assistant of Guest” or (P.A.)
Butler is usually in a Five Star Hotel or in a Big Hotel as part of
their high and quality service.

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Butler most likely to wear business attire or suit designed by
establishment as their uniform.

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Butler Service is a personalized service given to guest who
request for special service to attend his needs.
Valet is also used for people performing specific services:
 Parking Valet - a service employee who parks cars for guests.
 Car Valet - an employee who is paid to clean people's cars
professionally.
 Valet - a professional wrestling term for a person who
accompanies a wrestler to the ring - originally a beefy man but
now usually a busty woman.

HISTORY
Throughout history, the word “Butler” has been associated with service.
The definition of “Service” in the dictionary reads:
- Occupation or function of serving the State, an institution or
an individual;
- Organization and personnel supplying some public demand;
- Contribution to the welfare of others.

Considering this definition, it may be said that the Butler is


someone who provides services. The fact that butlers used to serve their
guests the butler’s whole life- put them in an unparalleled position:
they got to know their guest like no one else did, which allowed them to
anticipate their needs, ensuring that those needs were satisfied just as
they had been requested, guaranteeing the quality of the service
provided and, therefore, the guest’s full satisfaction.
As the Hotel industry evolved, hotels not only adopted
infrastructures never before imagined but also developed and perfected
the services available to their guests in order to make them feel more
comfortable and foster differentiation within the industry.
One of such newly developed services is the Hotel Butler. Which is
the difference then between this type of butler and the traditional butler.
As any business, Hotels are concerned with profitability. This is
achieved through high occupancy levels, which is a result of guest-
loyalty. Guests’ loyalty is not simply a matter of meeting the customers’
expectations, but of course exceeding them.
How can we possibly meet guests’ expectations if we don’t know what
they are? How can we exceed guests’ expectations regarding a particular
service if we don’t know what they expect from it?
Here is where the active role of the butler is vital. When the guest
arrives, the butler must establish the guest’s profile, be it through the
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information provided before the guest’s arrival or through personal
contact with the guest or a guest’s acquaintance. The Hotel Butler must
have a series of strategies that serve as tools to get to know the guest’s
needs and as means to generate service needs.

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Daily personalized assistance, detailed observation, the capacity to
analyze the guest’s behavior are, among other, the tools that the butler
resorts to on a daily basis to determine what the possible needs of the
guest are, to generate such needs, and to transform them into services
provided with the requested level of quality, showing the butler’s
capacity to satisfy the guest’s needs and exceeding the guests’
expectations in connection with them.
The modern Hotel Butler does not wait for the guest to make a
request, but generates the guest’s requests through suggestions,
comments and a high capacity for implementation. The Hotel butler is
in charge of preparing a profile so that in-depth knowledge of the guest
can be achieved.

The Hotel Butler is the HOTEL’s best tool for providing personalized
service, offering a unique experience and an unforgettable stay that will
make the guest want to return.

The Hotel Butler makes all the difference:


Even though some hotels have not set up a Butler Department,
they however offer certain services that are typical of such position,
performed by a different kind of employee under a different name, e.g.:
valet, runner, assistant, bellboy, and so on.
The Basic Services Offered by a Hotel Butler are:
 Laundry and ironing.
 Shoe shine.
 Packing and unpacking of guest luggage.
 In-room breakfast and beverages.

 And other personalized services


What are the different services offered by a Hotel Butler and those
provided by any of the other positions mentioned above?
When the Butler is taking the tray to the room, the Hotel Butler
must not only offer breakfast or tea; he must also have an amount of
information gathered beforehand that makes it possible for him to know
the guest in greater depth, thus being able to anticipate the guest’s needs.
When the Butler enters the room to collect the laundry, he also
carries away with him an interpretation of the guest’s immediate
environment that contributes additional information to the guest’s profile,
enabling possible strategies concerning services that guarantee the
guest’s well-being and satisfaction.
The Butler must have received training on service quality, service
strategy creation, preparation of a guest’s profile, stay satisfaction
follow-up, management of complaints, and so on, that allows him to
offer a highly personalized service.

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SELF-CHECK 3.1-1

ANSWER THE FOLLOWING QUESTIONS.

1. What are the basic services offered by a hotel butler?


2. What are other personalized services of a butler?
3. In a five-star hotel, what is the attire of a butler?
4. What are the roles of butler?

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Answer Key 3.1-1

1. Basic services of a hotel butler


a) Laundry and ironing.
b) Shoe shine.
c) Packing and unpacking of guest luggage.
d) In-room breakfast and beverages.
2. Other personalized services of a butler
a. he must have an amount of information gathered beforehand
that makes it possible for him to know the guest in greater
depth, thus being able to anticipate the guest’s needs.
b. he carries away with him an interpretation of the guest’s
immediate environment that contributes additional information
to the guest’s profile, enabling possible strategies concerning
services that guarantee the guest’s well-being and satisfaction.
c. received training on service quality, service strategy creation,
preparation of a guest’s profile, stay satisfaction follow-up,
management of complaints, and so on, that allows him to
offer a highly personalized service.
3. Attire of a butler in a five-star hotel
a. wear business attire or suit designed by establishment as
their uniform.
4. Roles of a butler
a. When the guest arrives, the butler must establish the guest’s
profile, be it through the information provided before the
guest’s arrival or through personal contact with the guest or
a guest’s acquaintance. The Hotel Butler must have a series
of strategies that serve as tools to get to know the guest’s
needs and as means to generate service needs.
b. Daily personalized assistance, detailed observation, the
capacity to analyze the guest’s behavior are, among other,
the tools that the butler resorts to on a daily basis to
determine what the possible needs of the guest are, to
generate such needs, and to transform them into services
provided with the requested level of quality, showing the
butler’s capacity to satisfy the guest’s needs and exceeding
the guests’ expectations in connection with them.
c. The modern Hotel Butler does not wait for the guest to
make a request, but generates the guest’s requests through
suggestions, comments and a high capacity for
implementation. The Hotel butler is in charge of preparing a
profile so that in-depth knowledge of the guest can be
achieved.

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INFORMATION SHEET 3.1-2
BUILDING GUEST RAPPORT THROUGH ORAL AND
WRITTEN COMMUNICATION

Learning Objectives: After reading the INFORMATION SHEET, YOU


MUST be able to;
1. Establish rapport and goodwill with
guests through oral/written communication.

Building Guest Rapport


“Rapport” is 'a feeling of sympathetic understanding', where two people
feel a bond between one another, such that they will more easily trust
one another.
Building rapport is important in industries that involve social
interaction. Using certain techniques can help you build rapport
quickly and effectively. This skill doesn't only give you a friendly and
confident vibe but it also gives you the means to connect to people and
negotiate your way to achieve your goal. As a matter of fact, building
rapport is the foundation of social persuasion.
Think about it. People who put their trust on you will agree with
everything you say without any hesitation. Those who you have good
connections with can easily fall under your charms. There are a lot of
scenarios out there where these rapport building techniques are useful.
If you like to begin learning these techniques then you should keep on
reading.
The first technique is finding something in common. There is a
saying that birds with the same feather tend to flock together. This
statement is true for most social scenarios. People who want the same type
of art can feel more comfortable with each other compared to others who
prefer different type of art.
If you get yourself in a scenario where you have to build rapport right
away, try to look for something in common with the person you are talking
to and take it from there. However, you should remember that lying will
not get you anywhere. Once you get yourself caught, that person will not
trust you anymore. Be comfortable with telling the truth about yourself.
The next technique is to give compliments. People like to hear
something good about their character. So, whenever you can, find
something good about the person you are talking to. It does not have to
be outrageous. It can be something as casual as "Hey! Nice dress".

Building Guest Rapport through Oral Communication

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Research shows that good communication can improve
relationships, increase trust, intimacy, and support. The opposite
can also be true; poor communication can weaken relationships and
create mistrust. Relationships fail

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every day because of a lack of communication skills. We either don't
know how to communicate or we simply aren't interested in learning.
All relationships, at one time or another, experience stress. When this
happens, it is vital that we have the tools and skills necessary to deal
with these issues in a positive and productive way. Many people don’t
realize that they are being unreceptive in their communication skills
and eventually their negative communication leads to increased stress.

Talk to your guests


You need to talk to your guests through their stay. Face-to-face
feedback will always be the most effective and ideally, we need to get
feedback before it’s too late to do something about it. If what you have
provided fails to meet expectations, you’d rather know about it before
the guest leaves so you can resolve it, rather than waiting for them to
put their comments on TripAdvisor.
Be observant and look out for signs that things aren’t right or that
someone wants to get your attention.
Being visible in your hotel or restaurant, and making contact with
your guests builds rapport and trust. Once you’ve gained this, you’re in a
far better position to gain valuable feedback first hand. The same goes for
your staff too, so encourage them to talk to your guests. Give them the
appropriate training to ask for feedback in the knowledge that they are
confidence to deal with feedback – good or bad – in a positive way.
Bear in mind your guests will tell you things that they wouldn’t
feedback to your staff, and vice versa. So ask your staff what feedback
they have received, and listen to their ideas on how to make
improvements and how to capitalize on positive feedback and your
strengths.

What is Rapport and how does it Related to Writing?


Rapport is a relationship that you build with someone and it is
based on mutual trust. Building a rapport is when people engage in
activities or writing that fosters that trust. Authors are successful when
they are able to build a rapport with a reader. If you don't trust what
the author is telling you, why would you even be reading their
material? Some authors are better at building a rapport with readers
than others.

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Here are Some Ways on How to Build Rapport

As we look for ways to improve our rapport with guests, customers,


clients and prospects let's cast our gaze to improv. It might surprise to
learn that even in something as spontaneous as Improvisation there are
rules to play.
1. Active Care: Don’t wait to be asked

Show that you care about other people. Not just by being nice and
friendly but by going out of your way to help them.

Show interest not only in the subject but also in the person.
Indicate that you care about them.
2. Co-location: Just be nearby
Arrange to be near the other person. Start just by saying “hello”
in passing and gradually build the relationship from there.
When you regularly see most people, you learn that they are not a
threat and that getting to know them is easy. And when you get to know
people, you often find that they are quite nice, as most people actually
are.
3. Encouraging: Getting them to speak
An important way you encourage others is in the signals you send,
both via the words you use and also the non-verbal signals.
Sometimes all you want to do is to encourage people to talk about
whatever is on their mind. This is useful in general social situation or
when you want to give them time and space to get out something that is
bothering them but they currently do not want to talk about.
You do not need to say anything to encourage people to keep
talking. Here are a few things you can do to keep them talking, as well
as using other body language, such as:

 Silence: Nature abhors a vacuum and so do people. Stay quiet


and they will fill the gap.
 Raised eyebrows: Raise one or both (if you can't do one)
eyebrows expectantly.
 Tilted head: Tilt your head sideways, perhaps in
combination with the eyebrow-raise.
 Nod: Nodding shows agreement and interest.

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 Noises: Make encouraging noises, such as 'uh-huh', 'mm', etc.

4. Holding Gaze: Eye to eye attraction


Encourage them to talk, then pay close attention, gazing directly at them.
Look at their face and into their eyes as if you cannot drag your eyes
away.
Match their emotions in this. If they are describing achievement, look
pleased. If they are describing a hurt, look sympathetic.
Be careful with this. Do not stare -- use a soft and flattering gaze
that says 'you are wonderful'. If they start to look at all uncomfortable,
pull your eyes reluctantly away with an apologetic brief smile. Glance
back frequently as if you are dying to gaze at them again.
An important note: Your eyes and the muscles around them signal
much your emotions. So, when you are looking interested or
sympathetic, you must actually be interested or sympathetic.

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Self-Check 3.1-2

I. Answer the following question

1. What is rapport? Why building rapport is


important in the industries?
2. How do you establish rapport between you and the guest?

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Answer key 3.1-2

1. Rapport” is 'a feeling of sympathetic understanding', where two


people feel a bond between one another, such that they will
more easily trust one another.
2. How to establish rapport?
1. Active Care: Don’t wait to be asked. Show that you care
about other people. Not just by being nice and friendly but by going
out of your way to help them. Show interest not only in the subject
but also in the person. Indicate that you care about them.
2. Co-location: Just be nearby. Arrange to be near the other
person. Start just by saying “hello” in passing and gradually build
the relationship from there.
3. Encouraging: Getting them to speak. An important way you
encourage others is in the signals you send, both via the words you
use and also the non-verbal signals.
4. Holding Gaze: Eye to eye attraction. Encourage them to talk,
then pay close attention, gazing directly at them. Look at their face
and into their eyes as if you cannot drag your eyes away.

Date Developed: Document No.


HOUSEKEEPING MARCH 20, 2023 Issued by: Page 1 of
NC II 115
Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
INFORMATION SHEET 3.1-3

Procedures in Performing Valet Services

Learning Objectives: After reading the INFORMATION SHEET, YOU


MUST be able to;
1. Follow procedure in performing Valet services.

A. Picking- up laundry

Procedure:
1. Room attendant, room boy or valet runner (whoever is in
charge) shall pick up the guest laundry together with the
laundry list from the guestrooms.

a. Guest shall fill up the laundry list (see the next page) and
may request for pick-up either through the housekeeping
or laundry office guest phone or through the Front desk or
to any room supervisor or room attendant.

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
(Partial list of items only)
ISAT HOTEL LAUNDRY VOUCHER
Voucher No. 1
Name Guest: Room No. Date/Time:
Mr. Juan Dela Cruz 203 September 30, 2006. 8:30 AM
Gue Hotel Article Price Total Damages if any
st Count s Amount
Coun
t
FOR PRESSING (partial list)
2 Suit 35.00
2 Trousers 40.00
1 Jacket 35.00
2 Barong Tagalog 50.00
3 Shirt Long Sleeves 50.00
2 Sport Shirt 45.00
1 Vest 25.00
1 Necktie 5.00
1 Silk shirt 30.00
Others
FOR WASHING OR DRY CLEANING
2 Suit 35.00
2 Trousers 35.00
1 Jacket 25.00
2 Barong Tagalog 20.00
2 Sport shirt 20.00
1 Vest 10.00
1 Necktie 5.00
1 Silk shirt 20.00
Others
Remarks or Total P
instructions
Extra charge
from guest
Sub Total
Sales tax
Suit (Dry Cleaning)
Service charge 10 %
Trousers (Dry Cleaning
Total Charge P
Barong Tagalog
(Hand wash)
The rest are for machine
wash.

Legend: Yellow colored- Filled up by Guest


This laundry list shall be filled up by the guest when he wants his garments to
be laundered. In the list, guest counts are indicated. This should always be
reconciled to prevent misunderstanding.

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
2. Validate actual counts of items against the one listed in the
laundry list. Write your count in the list (blue color). Write the
total amount (red color)

ISAT HOTEL
LAUNDRY
VOUCHER
(Partial list of items Voucher No. 1
only)
Name Guest: Room No. Date/Time:
Mr. Juan dela Cruz 203 September 30, 2006. 8:30 AM
Gue Hotel Articles Price Total Damages if any
st Count Amount
Coun
t
FOR PRESSING (partial list)
2 2 Suit 35.00 70.00
2 2 Trousers 40.00 80.00
1 1 Jacket 35.00 35.00
2 2 Barong Tagalog 50.00 100.00
3 3 Shirt Long Sleeves 50.00 150.00
2 2 Sport Shirt 45.00 90.00
1 1 Vest 25.00 25.00
1 1 Necktie 5.00 5.00
- - Silk shirt 30.00
FOR WASHING OR DRY CLEANING
2 2 Suit 35.00 70.00
2 2 Trousers 35.00 70.00
1 1 Jacket 25.00 25.00
2 2 Barong Tagalog 20.00 40.00
2 2 Sport shirt 20.00 20.00
1 1 Vest 10.00 10.00
1 1 Necktie 5.00 5.00
- - Silk shirt 20.00
Remarks or Total P 795.00
instructions from
Extra charge
guest Suit (Dry
Sub Total
Cleaning) Trousers
Sales tax
(Dry Cleaning
Service charge 10 % 79.50
Barong Tagalog (Hand
wash) Total Charge P 874.50

The rest are


for machine
wash.
* In the list, the hotel count and the guest count are indicated.

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
This should always be reconciled to prevent misunderstanding. It
already contains the prices for the laundry service.
3. Check for possible damages like missing buttons,
discoloration, etc. Indicate the damage in the laundry list
(Yellow color).

Date Developed: Document No.


HOUSEKEEPING MARCH 20, 2023 Issued by: Page 1 of
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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
LAUNDRY
VOUCHER
(Partial list of items Voucher No. 1
only)
Name Guest: Room No. Date/Time:
Mr. Juan dela Cruz 203 September 30, 2006. 8:30 AM
Gue Hotel Articles Price Total Damages if any
st Count Amount
Coun
t
FOR PRESSING (partial list)
2 2 Suit 35.00 70.00 -
2 2 Trousers 40.00 80.00 -
1 1 Jacket 35.00 35.00 -
2 2 Barong Tagalog 50.00 100.00 double creases in
sleeves
3 3 Shirt Long Sleeves 50.00 150.00 -
2 2 Sport Shirt 45.00 90.00 -
1 1 Vest 25.00 25.00 -
1 1 Necktie 5.00 5.00 -
- - Silk shirt 30.00 -
FOR WASHING OR DRY CLEANING
2 2 Suit 35.00 70.00 -
2 2 Trousers 35.00 70.00 -
1 1 Jacket 25.00 25.00 -
2 2 Barong Tagalog 20.00 40.00 -
2 2 Sport shirt 20.00 20.00 -
1 1 Vest 10.00 10.00 -
1 1 Necktie 5.00 5.00 -
- - Silk shirt 20.00 -
Remarks or Total P _795.00
instructions from
Extra charge
guest
Sub Total
Sales tax
Service charge 10 % 79.50
Total Charge P 874.50

4. Inform the guest (if he is around) of the noted damage. If


stains or damage are found in the item, the valet runner or
room attendant who picks up the laundry will fill up the
guest notification form (see damage advice) to notify the
guest of noted damage or any discrepancy. This
notification is brought to the guest by the room boy or
bellboy. The guest shall acknowledge receipt of said
Date Developed: Document No.
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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
notification by signing his name. If the guest is not around,
he checks it in the

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
presence of a floor guard or room boy/supervisor who will be
ISAT HOTEL
LAUNDRY DEPARTMEMT
DAMAGE ADVICE
NAME OF GUEST: Mr. Juan dela Cruz
ROOM NO. 203 DATE: September 30, 2010 TIME: 8:30 AM
We are constrained to return to you the attached laundry items inasmuch as we
have noticed the following on the garment when it was sent to us for laundry.
{ } Discolored areas spots { } double creases
{ } stains { } deformity
{ } with shrinkage { } worn-out
{ } has shiny patches { } with cut/tears
{ } not fit for the processing you requested (i.e. not for machine wash but for dry
cleaning to avoid damage.)
As these are in excess of what is normal, we cannot guarantee that the garment will
be laundered/dry cleaned, Pressed to your satisfaction. Please let us know what
you would like us to do.
{ } The other items are being processed to avoid further delay and will be
delivered to you shortly.
Your comments:

Thank You,
LAUNDRY DEPARTMENT

Guest Signature
serving as witness for damages.

Date Developed: Document No.


HOUSEKEEPING December 9, 2019 Issued by: Page 24 of
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Developed by: Revision No.00
Providing
Valet/Butler Service
5. Pick up items are place in plastic laundry bag (must be segregated
to avoid contamination) then place directly at the linen chute, then
records in the logbook all soiled linen were gathered from the
chute, indicating the number of pieces for each item and

damages if any.
6. The soiled items are turned over to the linen in charge. The latter
shall acknowledge receipt of the item by signing in the
endorsement form in the logbook.

Date Developed: Document No.


HOUSEKEEPING December 9, 2019 Issued by: Page 24 of
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Developed by: Revision No.00
Providing
Valet/Butler Service
Date Developed: Document No.
HOUSEKEEPING MARCH 20, 2023 Issued by: Page 26 of
NC II 115
Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
Self-Check 3.1-3

1. What are the important data in the laundry voucher when


you pick up laundry items?

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
Answer Key 3.1-3
1. Name of Guest, Room no., Date received no. of items, articles, rate per piece.

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
JOB SHEET
3.1-4
Title: Picking -up for Guest Laundry
Performance Objective: Given a wash load, you should be able to
follow the procedure in picking -up for guest laundry following OHS.
Supplies and Materials: Laundry baskets, labelers, laundry bags,
hangers.
Equipment: Laundry cart, sorting shelves
Procedure:

1. Pick up the guest laundry together with the laundry list


from the guestrooms.
2. Validate actual counts of items against the one listed in the
laundry list.
3. Check for possible damages like missing buttons, discoloration,
etc.
4. Inform the guest (if he is around) of the noted damage.
5. If stains or damage are found in the item, fill up the guest
notification form to notify the guest of noted damage or any
discrepancy.
6. Pick up items are place in plastic laundry bag (must be segregated
to avoid contamination) then place directly at the linen chute, then
records in the logbook all soiled linen were gathered from the
chute, indicating the number of pieces for each item and
damages if any.
7. The soiled items are turned over to the linen in charge. The latter
shall acknowledge receipt of the item by signing in the
endorsement form in the logbook.
Assessment Method: Demonstration

Date Developed: Document No.


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Providing
Valet/Butler Service FREDY D. PAVIA
PERFORMANCE CRITERIA
CHECKLIST JOB SHEET 3.1-4

Trainee’ Name: Date:

CRITERIA YES NO
 Establishes rapport and goodwill with guests
through oral/ written communication.

 Accomplished the Laundry voucher and fill up the


information that should be filled up
 Checked the possible damages of the laundry and
filled up the
damages report dorm
 Follow the especial instruction of the guest regarding
laundry
and pressing

Comments/Suggestions:

Trainer: Date:

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
ISAT HOTEL

LAUNDRY
VOUCHER
(Partial list of items Voucher No. 1
only)
Name Guest: Room No. Date/Time:

Gue Hotel Articles Price Total Amount Damages if any


st Count
Coun
t
FOR PRESSING (partial list)

FOR WASHING OR DRY CLEANING

Remarks or
instructions from
guest
Total P
Dry Cleaning)
Extra charge
(Dry
Cleaning
Sub Total
(Hand wash)
Sales tax
The rest are
for machine Service charge 10 %
wash.
Total Charge P

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
Date Developed: Document No.
HOUSEKEEPING MARCH 20, 2023 Issued by: Page 32 of
NC II 115
Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
Information Sheet 3.1-4

Sorting, Endorsing and Delivering of Laundry

Learning Objectives: After reading the INFORMATION SHEET,


YOU MUST be able to;
1. Follow the proper procedure in Sorting, endorsing and delivering of
laundry.
Step Procedures Purpos
s e
1. Check Check on the following: Before laundry items
all received a. If special instructions are delivered to the
items are followed. guest, it is important
against the tag to double check them
and sorts them. b. If item is properly so as to be able to
processed – missing remedy any deficiency
buttons replaced, stains beforehand. With that
removed, etc. complaints can be
avoided.
c. Check the description of
the item on the list
Supervisor is expected
before removing the tag.
to take action on the
d. Report discrepancy and call
immediately to the attention of erring
supervisor any noted laundry staff.
damage and
discrepancy in count.
2. Fold or hang Items should be placed Put () mark on the
the items inside a plastic bag. item in the laundry
(whichever is Check the bag whether: after it has been
appropriate) checked.
1. it is complete with
all laundry items
2. Whether the right
items are
placed therein.

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
3. Endorse items For items with speci
to valet runner instructions, al them
for delivery. endorse
supervisor. to

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
Self-Check 3.1-5

1. What are the proper steps in sorting, endorsing and delivering of


guest laundry?

Date Developed: Document No.


HOUSEKEEPING MARCH 20, 2023 Issued by: Page 35 of
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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
Answer key 3.1-5

Check the following:


a. If special instructions are followed.
b. If item is properly processed – missing buttons replaced,
stains removed, etc.
c. Check the description of the item on the list before removing the
tag.
d. Report immediately to supervisor any noted damage and
discrepancy in count.
Check the bag whether:
1. it is complete with all laundry items
2. Whether the right items are placed therein.

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
JOB SHEET
3.1-4
Title: Sorting, Endorsing and Delivering of Laundry
Performance Objective: After picking up laundry items, the valet
runner must be
able to follow procedure in sorting, endorsing and delivering of guest
laundry
Supplies and Materials: items that are to be laundered
Equipment: sorting shelves
Steps and Procedures:

1. Check all received items against the tag and sorts them.

Check on the following:


a. If special instructions are followed.
b. If item is properly processed – missing buttons replaced,
stains removed, etc.
c. Check the description of the item on the list before removing
the tag.
d. Report immediately to supervisor any noted damage and
discrepancy in count.
2. Fold or hang the items (whichever is
appropriate) Items should be placed inside a
plastic bag. Check the bag whether:
a. it is complete with all laundry items
b. Whether the right items are placed therein.
3. Endorse items to valet runner for delivery.
For items with special instructions, endorse them to supervisor.

Assessment Method: Demonstration

Date Developed: Document No.


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Providing
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PERFORMANCE CRITERIA
CHECKLIST JOB SHEET 3.1-4

Trainee’ Name: Date:

CRITERIA YES NO
 Establishes rapport and goodwill with guests
through oral/ written communication.

 Check all received items against the tag and sorts


them.
 Fold or hang the items (whichever is appropriate)

 Endorse items to valet runner for delivery

Comments/Suggestions:

Trainer: Date:

Date Developed: Document No.


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Developed by: Revision No.00
Providing
Valet/Butler Service FREDY D. PAVIA
Learning Outcome 3
Care for guest property
CONTENTS:
1. Bell Butler Service
2. Grooming standards of a Butler

ASSESSMENT CRITERIA:

3.1 Luggage is set in room based on guest instructions and


enterprise policy
3.2 Guest clothes may be processed based on guest instructions and
enterprise policy 3.3 Shoes are cleaned based on guest instructions
3.4 Repairs are made or organized based on guest instructions, in
accordance with enterprise policy
3.5 Confidentiality of guest’s property and activities is maintained in
accordance with legal and ethical requirements

CONDITION:
Student/ trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENTS
3. TOOLS
caddy/
trolley
laundry
Date Developed: Document No.
MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 39 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
basket
labeler
4. EQUIPMENT
luggage carrier
sorting shelves
5. MATERIALS/SUPPLIES
pen and
paper tags
housekeeping forms
ASSESSMENT METHODS:
Observation
Interview
Written examination
Demonstration of practical
skills

Date Developed: Document No.


MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 40 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
LEARNING EXPERIENCES

Learning Outcome 2: Display Professional Valet/Butler Standard


Learning Activities Special Instructions
Read the information sheet After reading the learner is
encourage to perform Job sheet
3.2-1 Bell Butler Service
3.2-1

Answer self-check 3.2-1 Compare answer using the answer


key

Date Developed: Document No.


MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 41 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
Perform Job Sheet 3.2-1 on Evaluate your own work using the
bell butler service performance criteria
Keep a copy of your work for the
next activities
Read the information sheet Read the information sheet. After
reading the learner is encourage to
3.2-2 Grooming standards of a
answer self-check 3.2-2
Butler
Answer self-check 3.2-2 Compare answer using the answer
key
Perform Job Sheet 3.2-2 on Evaluate your own work using the
grooming standards of a performance criteria
butler
Keep a copy of your work for the
next activities

Date Developed: Document No.


MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 42 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
Information Sheet
3.2-1
BELL BUTLER
SERVICE
Learning Objectives: After reading the INFORMATION SHEETS,
YOU MUST be able to;
1. Perform bell butler service.
BELL BUTLER SERVICE
The bell service Unit extends assistance to arriving and departing
guest and handles their luggage. Likewise, it attends to the following:
1. Responding to all service calls of hotel guests, all hotel guests’
items are delivered to the guestroom by the Bell Service staff.
2. Monitoring cleanliness and orderliness of the lobby and
coordinating with Housekeeping for proper cleaning.
3. Observing and reporting al unusual circumstances occurring in
the lobby such as unauthorized persons, loitering, disorderly
conduct, etc. In this regard the bell service counter at the lobby
must be manned at all times in order to monitor the movement
at the lobby.
4. Delivery of gust’s mail, package, messages, etc.
5. Assisting guest during room transfer and check out.
Check In Assistance.
Procedure:
When a guest reaches the hotel, he should be warmly received and assisted by
the doorman/bellboy following the procedures:
1. Greet and Welcome the arriving guests.
“Good morning sir/madam, welcome to our hotel.”
2. Offer to unload guest’s luggage from the vehicle.
“May I help with your luggage sir?”
3. Unload the guest’s baggage, count each piece and inform the
guest of the total count for the latter to check and ensure that
all his traveler’s effect s is taken out of the cab and accounted
for.
Date Developed: Document No.
MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 43 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
“Could you check sir if all your luggage is complete before we
let go with the cab?
If there is any damage to the luggage, the guest
must be told. “Sir, you have 2 suitcases but the one
is damaged.”
4. Direct the guest to the Front Desk while carrying the luggage in the cart.

Date Developed: Document No.


MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 44 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
“This way to the Front Desk, Sir.”
5. As guest registers, stand by to receive rooming instructions
from the desk clerk.
6. Receive key and rooming instructions from the desk clerk
then led the guest to his room.
“By the way sir, I am your personal butler while you
stay in our hotel. This way to your room, sir.
7. Knock or activate the doorbell before entering the room to verify if
there is someone inside and to make sure it is available before
opening it for the guest. When this is occupied or not yet ready,
the bellman/butler shall tactfully inform the guest of the mistake
and ask for replacement via the telephone.
8. The bellman/butler shall open the room with the key/bin card
and switch on the light, and then let the guest in. He shows him
the room and brings in the baggage. He shall explain the use of
facilities in the room such as air- conditioning thermostat control,
bathroom light switches etc. Explain operation of TV if it needs
special instructions.
9. Inspect room and bathroom. Check for busted bulbs, dirt, and
defective amenities.
10. Sell hotel services, inform guest of:
 Outlets and operating time; products/services
 Room service, long distance facilities. Business center,
laundry, etc.
“Mr./Mrs. Jones, the hotel has provisions for 24 hours room
service. The room service menu is on top of the nite table. You
may also dine at some of our outlets like Café’ Cristina
operating from 6:00 Am to 12:00 PM. Serving breakfast, lunch
and dinner. You may also avail of our laundry service. There is
a laundry bag in your drawer together with the laundry rates.
Should you wish to go for entertainment, our hotel has and
entertainment bar called MIT Restobar, operating from 8 PM to
12 midnight.”
11. Take leave of the guest and ask if everything is ok.
As a last gesture he shall assure the guest of his willingness to be
further help and bid him pleasant and enjoyable stay;
“Is everything satisfactory Mr. Jones is there anything else I can do
Date Developed: Document No.
MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 45 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
you,
sir?” “Please call us should you need further assistance with the

” nos. “I hope you’ll enjoy your stay in our hotel.”

Date Developed: Document No.


MARCH 20, 2023

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FREDY D. PAVIA
Providing Valet/Butler
Service
12. Inform the Bell Captain or Front Office Manager of unusual
behavior of the guest or condition of the baggage, He must also
call the attention of the housekeeping Supervisor upon noticing
defect of the room.
13. Record the check-in on the Bellman Control Sheet, indicating
the name of the bellman/butler, the number of luggage and the
room number.

Date Developed: Document No.


MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 47 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
Self-Check 3.2-1
1. How will you build rapport during your first meeting with your guest?

Date Developed: Document No.


MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 48 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
Answer Key 3.2-1
1. Greet the guest with smile, offer assistance.

Date Developed: Document No.


MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 49 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
JOB SHEET
3.2-1
Title: Bell Butler Service
Performance Objective: In a simulation, you should be able to follow
the procedure in bell service.
Supplies and Materials: Vin Card, Key
Equipment: Luggage
Procedure:
1. Greet and Welcome the arriving guests.
2. Offer to unload guest’s luggage from the vehicle.
3. Unload the guest’s baggage, count each piece and inform the
guest of the total count for the latter to check and ensure that
all his traveler’s effect s are taken out of the cab and accounted
for.
4. Direct the guest to the Front Desk while carrying the luggage in
the cart.
5. As guest registers, stand by to receive rooming instructions
from the desk clerk.
6. Receive key and rooming instructions from the desk clerk
then lead the guest to his room.
7. Receive key and rooming instructions from the desk clerk
then lead the guest to his room.
8. The bellman/butler shall open the room with the key/bin card
and switch on the light, and then let the guest in. He shows him
the room and brings in the baggage. He shall explain the use of
facilities in the room such as air- conditioning thermostat control,
bathroom light switches etc. Explain operation of TV if it needs
Date Developed: Document No.
MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 50 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
special instructions.
9. Inspect room and bathroom. Check for busted bulbs, dirt, and
defective amenities.
10. Sell hotel services, inform guest of:
a. Outlets and operating time; products/services
b. Room service, long distance facilities. Business center,
laundry, etc.
c. Take leave of the guest and ask if everything is ok.
d. As a last gesture he shall assure the guest of his willingness
to be further help and bid him pleasant and enjoyable stay.
Assessment Method: Demonstration

Date Developed: Document No.


MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 51 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
PERFORMANCE CRITERIA

CHECKLIST JOB

SHEET 3.2-1

Trainee’ Name: Date:

CRITERIA YES NO
 Rapport is established and feeling s of goodwill is
enhanced between the guest and the establishment
through good oral and written communication.

 Information about individual guest is accessed and


utilized to provide personalized and quality service.

 Valet grooming and communication standards are


followed in accordance with establishment
standards.

Comments/Suggestions:

Trainer: Date:

Date Developed: Document No.


MARCH 20, 2023

Issued by:
HOUSEKEEPING Developed by: Page 52 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
Information Sheet 3.2-2
Grooming standards of a
Butler

Learning Objectives: After reading the INFORMATION SHEET, YOU


MUST be able to;
1. Practice grooming standards of a butler.

HAIR

 Clean, neatly combed; no dandruff.


 Ladies’ hair should be clipped on both
sides or breaded (if it is long)
 Length of men’s hair should not go
beyond collar and the side hair must not
cover the ears
 Bangs should be avoided

UNIFORMS
 Must be comfortably fit; no sagging hemline
 Properly buttoned; sleeves should never
be folded nor rolled
 Clean and well pressed; free from stains
nor wrinkles

FACE
 Men - free of beard and moustache
 Ladies - must have light and appropriate
make
- up that should be retouched from
time to time
 Free from pimples and blemishes

Date Developed: Document No.

MARCH 20, Issued


2023 by: Page 66 of
Developed by: Revision # 115
HOUSEKEEPIN FREDY D. PAVIA
G NC II
Providing
Valet/Butler Service
MOUTH
 Free from bad breath; mouth wash to be
used to ensure fresh breath
 No tooth decay

EARS

 Clean and free from visible dirt inside


and outside
 Earrings are never appropriate for men;
ladies in uniform should never wear
dangling earrings

BODY
 Free from body odor; deodorant to be
used daily
 Daily shower is a “must”
Date Developed: Document No.
MARCH 20, 2023
Issued by:
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115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
SHOES AND SOCKS

 Should be clean and well polished, heels


in good condition
 Black socks for men and changed daily
with fresh ones
 Ladies should wear stockings but
must ensure it has no “run” or
damage

PERFUMES
 Not allowed much as the smell
contaminate the food

EXCESSIVE JEWELRIES
 not appropriate

Date Developed: Document No.


MARCH 20, 2023
Issued by:
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HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Self Check 3.2-2

1. What is the grooming standard of a butler?

Date Developed: Document No.


MARCH 20, 2023
Issued by:
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HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Answer Key 3.2-2
1. Clean, neatly combed hair; no dandruff.
2. Uniforms must be comfortably fit; no sagging hemline, properly
buttoned; sleeves should never be folded nor rolled, clean and well
pressed; free from stains nor wrinkles.
3. Face- men –must be free of beard and moustache. Ladies - must
have light and appropriate make - up that should be retouched from
time to time, Free from pimples and blemishes
4. Mouth must be free from bad breath; mouth wash to be used to
ensure fresh breath, no tooth decay
5. Ears are clean and free from visible dirt inside and outside, Earrings
are never appropriate for men; ladies in uniform should never wear
dangling earrings.
6. Body must be free from body odor; deodorant to be used daily, daily
shower is a “must”
7. Fingernails clean and free from dirt; Men - nails should be short
and properly trimmed; Ladies - avoid very long fingernails and
must always be clean and well-manicured. If cutex is used, it
should look clean, fresh and not tattered
8. Shoes And Socks should be clean and well-polished, heels in
good condition; black socks for men and changed daily with fresh
ones; ladies should wear stockings but must ensure it has no
“run” or damage
9. No strong perfumes
10. No excessive jewelries

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
JOB SHEET
3.2-2
Title: Grooming standards of a Butler
Performance Objective: In performing bell service, you should be able to
practice grooming standard of a butler.
Supplies and Materials:
Equipment:
Procedure:
1. Clean, neatly combed hair; no dandruff.
2. Uniforms must be comfortably fit; no sagging hemline, properly
buttoned; sleeves should never be folded nor rolled, clean and well
pressed; free from stains nor wrinkles.
3. Face- men –must be free of beard and moustache. Ladies - must
have light and appropriate make - up that should be
retouched from time to time, Free from pimples and blemishes
4. Mouth must be free from bad breath; mouth wash to be used
to ensure fresh breath, no tooth decay
5. Ears are clean and free from visible dirt inside and outside,
Earrings are never appropriate for men; ladies in uniform should
never wear dangling earrings.
6. Body must be free from body odor; deodorant to be used daily,
daily shower is a “must”
7. Fingernails clean and free from dirt; Men - nails should be
short and properly trimmed; Ladies - avoid very long fingernails
and must always be clean and well-manicured. If cutex is
used, it should look
clean, fresh and not tattered
8. Shoes And Socks should be clean and well-polished, heels in
good condition; black socks for men and changed daily with fresh
ones; ladies should wear stockings but must ensure it has no
“run” or damage
9. No strong perfumes
10. No excessive jewelries
Assessment Method: Demonstration

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
PERFORMANCE CRITERIA

CHECKLIST JOB

SHEET 3.2-2

Trainee’ Name: Date:

CRITERIA YES NO
 Neatly combed hair
 Uniforms are clean and well pressed

 Ladies face lightly make –up, men face free of


mustache
 Mouth is free from bad breath
 No earrings

 Body is free from body odor

 Fingernails are free from dirt

 Shoes are clean well-polished

 No strong perfumes

 No excessive jewelries

Comments/Suggestions:

Trainer:
Date:

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Date Developed: Document No.
MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Learning Outcome 3
Care for guest property
CONTENTS:
Housekeeping Organization- Function of a Valet Runner
Sorting-Marking Procedures for unprocessed items
Recording and Delivering of Laundry Items

ASSESSMENT CRITERIA:

3.1 Luggage is set in room based on guest instructions and


enterprise policy
3.2 Guest clothes may be processed based on guest instructions and
enterprise policy 3.3 Shoes are cleaned based on guest instructions
3.4 Repairs are made or organized based on guest instructions, in
accordance with enterprise policy
3.5 Confidentiality of guest’s property and activities is maintained in
accordance with legal and ethical requirements

CONDITION:
Student/ trainee must be provided with the following:
6. WORKPLACE LOCATION
7. EQUIPMENTS
8. TOOLS
caddy/
trolley
laundry
basket
labeler
9. EQUIPMENT
luggage carrier
sorting shelves
10. MATERIALS/SUPPLIES
pen and
paper tags
housekeeping forms
ASSESSMENT METHODS:
Observation
Interview
Written examination
Demonstration of practical
Date Developed: Document No.
MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
skills

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
LEARNING EXPERIENCES
Learning Outcome 3: CARE FOR GUESTS PROPERTY
Learning Activities Special Instructions
Read Information sheet 3.3-1 After reading the learner is
Housekeeping Organization- encourage to answer self-check
Function of a Valet 3.3-1
Runner

Answer self-check 3.3-1 Compare your answer to the


answer key
Read Information sheet 3.3-2 ON After reading the learner is
Sorting-Marking Procedures for encourage to answer self-check
unprocessed items 3.3-2
Answer self-check 3.3-2 Compare your answer with
the answer key 3.3-2
Perform Job Sheet 3.3-2 ON Evaluate your own work using the
sorting marking procedures for performance criteria 3.3-2
unprocessed items
Keep a copy of your work for the
next activities

Read information sheet 3.3-3 Read the information sheet. After


Recording and Delivering of reading the learner is encourage to
Laundry Items perform Job sheet 3.3-3

Answer self-check 3.3-3 Compare your answer with


the answer key 3.3-3

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Information Sheet 3.3-1
Housekeeping Organization- Function of a Valet Runner

Learning Objectives: After reading the INFORMATION SHEET, YOU


MUST be able to;
1. Identify the basic function and specific duties of valet runner.

Organizational Chart of the Housekeeping Department


(For large establishments)
EXECUTIVE HOUSEKEEPER OR HOUSEKEEPING
Executive Housekeeper
MANAGER

Room keeping supervisor Public Area Supervisor Linen & Laundry Supervisor

Room boy Houseman utility Linen Attendant


maintenance
Chambermaid Laundry Attendant
Pest Control
Technician
Mini-bar Valet Runner
Attendant Gardener/Grounds
Maintenance Steam Presser/Ironer

VALET RUNNER
Basic Function: Responsible for the pickup and delivery of laundry
items of guests also those for house use
Specific Duties:
1. Picks up guests’ items for laundry and endorses them to sorter/marker
for proper classification
2. Checks laundry items for possible damages and immediately informs
the guest about it. Also indicate noted damages in the record.
3. Informs the sorter/marker about the special instructions of guests
regarding the latter’s laundry items.
Date Developed: Document No.
MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
4. Helps in sorting finished items that are ready for delivery.
5. Delivers processed guest’ laundry making reference to tag number and
room number and makes sure these items are delivered on time.
6. Coordinates with the room keeping supervisor for the delivery of all
processed items when guest are not in their rooms.

7. Informs the laundry office of his whereabouts in case there is any


call for pick up and immediate delivery.
8. Coordinates with Front Office/housekeeping regarding information on
room changes to avoid wrong delivery.
9. Performs other related duties as maybe assigned by his/her supervisor.

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Self-Check
3.3-1 Oral
Questioning

1. What is the basic function of a valet runner?


2. Give at least 3 specific duties of a valet runner

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Answer key
3.3-1 Oral
Questioning

1. Basic Function: Responsible for the pickup and delivery of laundry items of
guests also those for house use
2.
a. Picks up guests’ items for laundry and endorses them to sorter/marker for
proper classification
b. Checks laundry items for possible damages and immediately informs the
guest about it. Also indicate noted damages in the record.
c. Informs the sorter/marker about the special instructions of guests
regarding the latter’s laundry items.
d. Helps in sorting finished items that are ready for delivery.
e. Delivers processed guest’ laundry making reference to tag number and
room number and makes sure these items are delivered on time.
f. Coordinates with the room keeping supervisor for the delivery of all
processed items when guest are not in their rooms.
g. Informs the laundry office of his whereabouts in case there is any call for
pick up and immediate delivery.
h. Coordinates with Front Office/housekeeping regarding information on room
changes to avoid wrong delivery.
i. Performs other related duties as maybe assigned by his/her supervisor.

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Information Sheet 3.3-2
Sorting-Marking Procedures for unprocessed items

Learning Objectives: After reading the INFORMATION SHEET, YOU


MUST be able to;
1. Follow the procedure in sorting-marking procedures in
unprocessed items. Sorting-Marking Procedures for unprocessed
items
Step Procedures Purpos
s e
1. Upon receipt of Segregate every bag; For easier identification
items for separate those for dry- and to facilitate
laundry, the cleaning, laundry and processing; also to
sorter lines up pressing ensure that “first in, first
the laundry out policy is followed.
bags according
to the time they
are received.
2. Count and Upon checking, take note To make sure that
check all items of the following: count and specification
in the bag. a. Whether the type tally with the list so
and count of the that possible
items tally with what misunderstanding
is indicated in the
laundry list. If there and
are complaints will
discrepancies, inform be
the supervisor who prevented.
will in turn inform
the guest.
b. Check for damages
and stains. Should
there be any,
inform the
supervisor.
c. Check for the valuables A damage report is
inside the garment and usually given to the
turn them over to the guest. A Form of
supervisor for him to
damage advise should
send it to the guest.
Date Developed: be filled No.
Document up.
MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
d. Check for
special
instructions indicated
in the list.

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
3. Mark/tag all Place the appropriate tag; Tagging make it easy to
items according Blue tag for dry cleaning identify the required
to the type of and Pink for washing, etc. laundry method –
required whether for washing,
processing dry cleaning, etc.
4. Inform Indicate details as to type To avoid complaints,
of processing, time of the laundry staff should
supervisor for delivery, other services strictly abide with the
special like mending, etc. instructions of the
instructions of guest regarding his
the guest. laundry items.
5. Endorse item for Items for dry-cleaning go
processing to to dry cleaner.
the concerned
laundry staff
reminding her of Laundry items to washer.
Items for pressing to
special
instructions of presser.
the guest.

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Self-Check 3.3-2

1. What is the color tag for dry cleaning?


2. What is the color tag for washing?

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Answer Key 3.3-2

1. Blue
2. Pink

Date Developed: Document No.


MARCH 20, 2023
Issued by:
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HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
JOB SHEET
3.3-2
Title: Sorting-Marking Procedures for Unprocessed Items
Performance Objective: Given a wash load, you should be able to
follow Sorting- Marking Procedures for unprocessed items
Supplies and Materials: Laundry baskets, labelers, laundry bags,
hangers.
Equipment: Laundry cart, sorting shelves
Procedure:
1. Count and check all items in the bag.
2. Mark/tag all items according to the type of required
processing
3. Inform supervisor for special instructions of the guest.
4. Endorse item for processing to the concerned laundry
staff reminding her of special instructions of the
guest.
Assessment Method: Demonstration

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
PERFORMANCE CRITERIA
CHECKLIST JOB
SHEET 3.3-2

Trainee’ Name: Date:

CRITERIA YES NO
Did you….

1. Count and check all items in the bag?

2. Mark/tag all items according to the type of


required processing?

3. Inform superviso for specia instruction of the


guest? r l s

4. Endorse item for processing to the concerned


laundry staff reminding her of special
instructions of the guest?

Comments/Suggestions:

Trainer: Date:

Date Developed: Document No.


MARCH 20, 2023
Issued by:
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HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Information Sheet 3.3-2
Recording and Delivering of Laundry
Items

Procedure:

1. Fold processed laundry items. Hang those that need to be hanged.


Cover it with plastic cover,

Folded
items

Clothes are covered


with plastic

2. Record all finished items for delivery and note down damages if any.

Date Developed: Document No.


MARCH 20, 2023
Issued by:
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HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
3. Deliver all items and have the records acknowledged by the guard on
duty at the laundry area.

4. Prepare production report and damages report (If there is damage).

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Accomplish the Damages advice Form

ISAT HOTEL
LAUNDRY DEPARTMEMT

DAMAGE ADVICE

NAME OF GUEST: Mr. Juan dela Cruz


ROOM NO. 203DATE: September 30, 2010 TIME: 8:30 AM

We are constrained to return to you the attached laundry items inasmuch as we have noticed the
following on the garment when it was sent to us for laundry.

{ } Discolored areas spots { } double creases


{ } stains { } deformity
{ } with shrinkage { } worn-out
{ } has shiny patches { } with cut/tears
{ } not fit for the processing you requested (i.e. not for machine wash but for dry cleaning to avoid
damage.)

As these are in excess of what is normal, we cannot guarantee that the garment will be
laundered/dry cleaned. Pressed to your satisfaction. Please let us know what you would like us to do.

{ } The other items are being processed to avoid further delay and will be delivered to you
shortly.

Your comments:
.

Thank You,

Date Developed: Document No.


MARCH 20, 2023
Issued by:
Page 68 of
HOUSEKEEPIN Developed by:
115
G NC II
FREDY D. PAVIA Revision #
Providing
Valet/Butler Service
Self-Check 3.3-2
1. What are procedures in sorting-marking procedures for unprocessed
items?

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 52 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
Answer Key 3.3-2
2. Fold processed laundry items. Hang those that need to be hanged.
Cover it with plastic cover,
3. Record all finished items for delivery and note down damages if any.
4. Deliver all items and have the records acknowledged by the guard on
duty at the laundry area.
5. Prepare production report and damages report (If there is damage).

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 53 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
Laundry Damage Advice Form

ISAT HOTEL
LAUNDRY DEPARTMEMT

DAMAGE ADVICE

NAME OF GUEST:
ROOM NO. DATE: TIME:

We are constrained to return to you the attached laundry items inasmuch as we have noticed the
following on the garment when it was sent to us for laundry.

{ } Discolored areas spots { } double creases


{ } stains { } deformity
{ } with shrinkage { } worn-out
{ } has shiny patches { } with cut/tears
{ } not fit for the processing you requested (i.e. not for machine wash but for dry cleaning to
avoid damage.)

As these are in excess of what is normal, we cannot guarantee that the garment will be
laundered/dry cleaned. Pressed to your satisfaction. Please let us know what you would like us to do.

{ } The other items are being processed to avoid further delay and will be delivered to you
shortly.

Your comments:
.

Thank You,

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 54 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
Date Developed: Document No.
HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 55 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
EVIDENCE PLAN/EVALUATION PLAN

TRAINEES NAME
FACILATATOR’S NAME
QUALIFICATION HOUSEKEEPING NC II
UNIT OF PROVIDE VALET/BUTLER SERVICE
COMPETENCY
COVERED
Ways in which evidence will be collected:

Oral Questioning
[tick the column]

Demonstration with

Witten
Test
Interview
The evidence must show that the candidate……
1. Identify services required or preferred by X
guests
in accordance with establishment
procedures.
2. Establishes rapport and goodwill with X X
guests
through oral/ written communication.
3. Coordinate with rooms keeping supervisor for
the X
delivery of processed items in
accordance with establishment
Standard Operating Procedures.
4. Coordinate with Front Office/ X
Housekeeping in
accordance with Standard Operating
Procedures.
5. Inform laundry office of his whereabouts in X
case
of need for his service.
6. Coordinate with sorter/ marker about special X
instructions of guest. Date Developed: Document No.
HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 56 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
7. Checking laundry items for damages and X
inform
guest immediately if there are.
8. Rapport is established and feeling s of
goodwill is enhanced between the guest and X X
the establishment through good oral and
written
communication. ***

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 57 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
9. Information about individual guest is
accessed X X
and utilized to provide personalized and
quality service.
10. Valet grooming and communication
standards X
are followed in accordance with
establishment standards.
11. Luggage is unpacked, stored and packed X X
neatly
in accordance with guest instructions.
12. Guest clothes are appropriately prepared and X X
presented, ready for guest use.
13. Shoes are correctly cleaned X X
14. Repairs are made or organized in X
accordance with establishment procedures.
15. Confidentiality regarding guest property
and activities is maintained in accordance X X
with legal
and ethical standards.

NOTE: *Critical aspects of competency

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 58 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
Rating Sheet for Demonstration with Oral Questioning
Candidates Name:
Instructor Name:
Unit of Competency: Provide Valet/Butler Service
Qualification: NC II
Date of Assessment
Time of Assessment
Instruction for Demonstration:
The equipment, supplies and materials needed are provided. The
candidate must be able to provide valet/butler service.
Observation Checklist Check (/) to show if
evidence

is
demonstrated
During the demonstration of skills, the candidate: YES NO N/A
1. Identify services required or preferred by guests
in
accordance with establishment procedures.
2. Establishes rapport and goodwill with guests
through
oral/ written communication.
3. Coordinate with rooms keeping supervisor
for the delivery of processed items in
accordance with
establishment Standard Operating Procedures.
4. Coordinate with Front Office/ Housekeeping in
accordance with Standard Operating
Procedures.
5. Inform laundry office of his whereabouts in case
of
need for his service.
6. Coordinate with sorter/ marker about special
instructions of guest.
7. Checking laundry items for damages and
inform guest immediately if there are.
8. Rapport is established and feeling s of
Date Developed: Document No.
HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 59 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
goodwill is enhanced between the guest and
the establishment through good oral and
written communication.
9. Information about individual guest is accessed
and
utilized to provide personalized and quality service.

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 60 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
10. Valet grooming and communication
standards
are followed in accordance with
establishment standards.
11. Luggage is unpacked, stored and packed
neatly
in accordance with guest instructions.
12. Guest clothes are appropriately prepared
and
presented, ready for guest use.
13. Shoes are correctly cleaned
14. Repairs are made or organized in
accordance
with establishment procedures.
15. Confidentiality regarding guest property
and
activities is maintained in accordance with
legal and ethical standards.

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 61 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
Oral Questioning
Questions: Satisfacto
ry
Response
The should answer the followin YE N
g S O
candidate
questions:
1. What is the difference in grooming and
communication standards between a
butler and
room attendants?
2. Is it necessary to know different
languages?
Why?
3. What is the best procedure in
unpacking and
packing guest’s property
4. How will you clean shoes with beads
and
accessories?
5. Can you show the necessary tools to
repair
guest properties?
6. How can you establish good relationship
during your first meeting with the guest?
7. If the guest luggage handle got
destroyed while you were packing or
unpacking things,
how will you handle this?
8. What would you do if you found deadly
weapon/drugs in the guest luggage
while
unpacking?

The candidate underpinning knowledge was:

Satisfactory Not Satisfactory

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 62 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
Feedback to candidate:

Candidate’s Date:
name:
Instructor’s Date:
Name:

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 63 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
TEST I:

REFERENCES

Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING

MANAGEMENT Roldan, Amelia S. FRONT OFFICE

PROCEDURES & GUEST RELATIONS Roldan, Amelia S.

OPERATING A HOTEL & RESTAURANT BUSINESS

INTERNET:

www.made-in-china.com

www.cw-usa.com

www.shopwynns.com

www.kabodle.com

www.ukwellborn.com

www.suwanneereptiles.co

m www.nsclub.net

www.fotosearch.com

www.greenerhomecleaners.c

om www.e-how.com

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 64 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
Date Developed: Document No.
HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 65 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
EVIDENCE PLAN/EVALUATION PLAN

TRAINEES NAME
FACILATATOR’S NAME
QUALIFICATION HOUSEKEEPING NC II
UNIT OF PROVIDE VALET/BUTLER SERVICE
COMPETENCY
COVERED
Ways in which evidence will be collected:

Oral Questioning
[tick the column]

Demonstration with

Witten
Test
Interview
The evidence must show that the candidate……
1. Identify services required or preferred by X
guests
in accordance with establishment
procedures.
2. Establishes rapport and goodwill with X X
guests
through oral/ written communication.
3. Coordinate with rooms keeping supervisor for
the X
delivery of processed items in
accordance with establishment
Standard Operating Procedures.
4. Coordinate with Front Office/ X
Housekeeping in
accordance with Standard Operating
Procedures.
5. Inform laundry office of his whereabouts in X
case
of need for his service.
6. Coordinate with sorter/ marker about special X
instructions of guest. Date Developed: Document No.
HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 66 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
7. Checking laundry items for damages and X
inform
guest immediately if there are.
8. Rapport is established and feeling s of
goodwill is enhanced between the guest and X X
the establishment through good oral and
written
communication.***

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 67 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
9. Information about individual guest is
accessed X X
and utilized to provide personalized and
quality service.
10. Valet grooming and communication
standards X
are followed in accordance with
establishment standards.
11. Luggage is unpacked, stored and packed X X
neatly
in accordance with guest instructions.
12. Guest clothes are appropriately prepared and X X
presented, ready for guest use.
13. Shoes are correctly cleaned X X
14. Repairs are made or organized in X
accordance with establishment procedures.
15. Confidentiality regarding guest property
and activities is maintained in accordance X X
with legal
and ethical standards.

NOTE: *Critical aspects of competency

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 68 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
Rating Sheet for Demonstration with Oral Questioning
Candidates Name:
Instructor Name:
Unit of Competency: Provide Valet/Butler Service
Qualification: NC II
Date of Assessment
Time of Assessment
Instruction for Demonstration:
The equipment, supplies and materials needed are provided. The
candidate must be able to provide valet/butler service.
Observation Checklist Check (/) to show if
evidence

is
demonstrated
During the demonstration of skills, the candidate: YES NO N/A
1. Identify services required or preferred by guests
in
accordance with establishment procedures.
2. Establishes rapport and goodwill with guests
through
oral/ written communication.
3. Coordinate with rooms keeping supervisor
for the delivery of processed items in
accordance with
establishment Standard Operating Procedures.
4. Coordinate with Front Office/ Housekeeping in
accordance with Standard Operating
Procedures.
5. Inform laundry office of his whereabouts in case
of
need for his service.
6. Coordinate with sorter/ marker about special
instructions of guest.
7. Checking laundry items for damages and
inform guest immediately if there are.
8. Rapport is established and feeling s of
Date Developed: Document No.
HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 69 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
goodwill is enhanced between the guest and
the establishment through good oral and
written communication.
9. Information about individual guest is accessed
and
utilized to provide personalized and quality service.

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 70 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
10. Valet grooming and communication
standards
are followed in accordance with
establishment standards.
11. Luggage is unpacked, stored and packed
neatly
in accordance with guest instructions.
12. Guest clothes are appropriately prepared
and
presented, ready for guest use.
13. Shoes are correctly cleaned
14. Repairs are made or organized in
accordance
with establishment procedures.
15. Confidentiality regarding guest property
and
activities is maintained in accordance with
legal and ethical standards.

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 71 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
Oral Questioning
Questions: Satisfacto
ry
Response
The should answer the followin YE N
g S O
candidate
questions:
1. What is the difference in grooming and
communication standards between a
butler and
room attendants?
2. Is it necessary to know different
languages?
Why?
3. What is the best procedure in
unpacking and
packing guest’s property
4. How will you clean shoes with beads
and
accessories?
5. Can you show the necessary tools to
repair
guest properties?
6. How can you establish good relationship
during your first meeting with the guest?
7. If the guest luggage handle got
destroyed while you were packing or
unpacking things,
how will you handle this?
8. What would you do if you found deadly
weapon/drugs in the guest luggage
while
unpacking?

The candidate underpinning knowledge was:

Satisfactory Not Satisfactory

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 72 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
Feedback to candidate:

Candidate’s Date:
name:
Instructor’s Date:
Name:

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 73 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #
TEST I:

REFERENCES

Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING

MANAGEMENT Roldan, Amelia S. FRONT OFFICE

PROCEDURES & GUEST RELATIONS Roldan, Amelia S.

OPERATING A HOTEL & RESTAURANT BUSINESS

INTERNET:

www.made-in-china.com

www.cw-usa.com

www.shopwynns.com

www.kabodle.com

www.ukwellborn.com

www.suwanneereptiles.co

m www.nsclub.net

www.fotosearch.com

www.greenerhomecleaners.c

om www.e-how.com

Date Developed: Document No.


HOUSEKEEPING
NC II Issued by:
Providing Valet/Butler Page 74 of
Service 115

Developed by:
FREDY D. PAVIA
Revision #

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