Competency Based Learning Material: Secto R: Qualification: Unit of Competency
Competency Based Learning Material: Secto R: Qualification: Unit of Competency
Competency Based Learning Material: Secto R: Qualification: Unit of Competency
SECTO
R:
TOURISM
QUALIFICATION:
HOUSEKEEPING NC II
UNIT OF COMPETENCY:
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
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
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.
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.
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.
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:
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.
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
Thank You,
LAUNDRY DEPARTMENT
Guest Signature
serving as witness for damages.
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.
CRITERIA YES NO
Establishes rapport and goodwill with guests
through oral/ written communication.
Comments/Suggestions:
Trainer: Date:
LAUNDRY
VOUCHER
(Partial list of items Voucher No. 1
only)
Name Guest: Room No. Date/Time:
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
1. Check all received items against the tag and sorts them.
CRITERIA YES NO
Establishes rapport and goodwill with guests
through oral/ written communication.
Comments/Suggestions:
Trainer: Date:
ASSESSMENT CRITERIA:
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
Issued by:
HOUSEKEEPING Developed by: Page 40 of
NC II Revision # 115
FREDY D. PAVIA
Providing Valet/Butler
Service
LEARNING EXPERIENCES
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
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.
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
Issued by:
HOUSEKEEPING Developed by: Page 46 of
NC II Revision # 115
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.
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?
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.
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
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
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.
Comments/Suggestions:
Trainer: Date:
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
HAIR
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
EARS
BODY
Free from body odor; deodorant to be
used daily
Daily shower is a “must”
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
SHOES AND SOCKS
PERFUMES
Not allowed much as the smell
contaminate the food
EXCESSIVE JEWELRIES
not appropriate
CHECKLIST JOB
SHEET 3.2-2
CRITERIA YES NO
Neatly combed hair
Uniforms are clean and well pressed
No strong perfumes
No excessive jewelries
Comments/Suggestions:
Trainer:
Date:
ASSESSMENT CRITERIA:
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
Room keeping supervisor Public Area Supervisor Linen & Laundry Supervisor
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.
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.
1. Blue
2. Pink
CRITERIA YES NO
Did you….
Comments/Suggestions:
Trainer: Date:
Procedure:
Folded
items
2. Record all finished items for delivery and note down damages if any.
ISAT HOTEL
LAUNDRY DEPARTMEMT
DAMAGE ADVICE
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.
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,
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).
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.
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,
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. ***
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.
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.
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.
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?
Developed by:
FREDY D. PAVIA
Revision #
Feedback to candidate:
Candidate’s Date:
name:
Instructor’s Date:
Name:
Developed by:
FREDY D. PAVIA
Revision #
TEST I:
REFERENCES
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
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.***
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.
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.
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.
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?
Developed by:
FREDY D. PAVIA
Revision #
Feedback to candidate:
Candidate’s Date:
name:
Instructor’s Date:
Name:
Developed by:
FREDY D. PAVIA
Revision #
TEST I:
REFERENCES
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
Developed by:
FREDY D. PAVIA
Revision #