Sector: TOURISM

Qualification Title: HOUSEKEEPING NCII

Unit of Competency: Provide valet/butler service

Module Title: Providing valet / butler service

Technical Education & Skills Development Authority

TECHNI-SMART TRAINING AND ASSESSMENT CENTER CORP.
90 Balete Drive Extension Kristong Hari Quezon City 1112
 PLAN
TRAINING
SESSION
 TECHNI-SMART TRAINING AND ASSESSMENT CENTER CORP.
90 Balete Drive Extension Kristong Hari Quezon City 1112

Name: Marygrace Diaz Paster​ ​ ​ Date: June 2016

Qualification: Housekeeping NCII

Sample Data Gathering Instrument for Trainee’s Characteristics

Please answer the following instrument according to the
characteristics described below. Encircle the letter of your choice that best
describes you as a learner. Blank spaces are provided for some data that
need your response.
Characteristics of learners
Language, Average grade in: Average grade in:
literacy andEnglish Math
numeracy (LL&N)
a.​ 95 and above a.​ 95 and above
b.​ 90 to 94 b.​ 90 to 94
c.​ 85 to 89 c.​ 85 to 89
d.​ 80 to 84 d.​ 80 to 84
a.​ 75 to 79 e.​ 75 to 79
Cultural and Ethnicity/culture:
language a.​ Ifugao
background b.​ Igorot
c.​ Ibanag
d.​ Gaddang
e.​ Muslim
f.​ Ibaloy
g.​ Others( please specify)Ilocano
Education & Highest Educational Attainment:
general a.​ High School Level
knowledge b.​ High School Graduate
c.​ College Level
d.​ College Graduate
e.​ with units in Master’s degree
f.​ Masteral Graduate
Characteristics of learners
g.​ With units in Doctoral Level
h.​ Doctoral Graduate
Sex a.​ Female
b. Male
Age Your age: 25
Physical ability 1.​ Disabilities(if any)_____________________
2.​ Existing Health Conditions (Existing illness if
any)
a.​ None
b.​ Asthma
c.​ Heart disease
d.​ Anemia
e.​ Hypertension
f.​ Diabetes
g.​ Others(please specify) ___________________
Previous TM Certificates
experience with a.​ TQ certified
the topic b.​ TM graduate
c.​ TM trainer
d.​ TM lead trainer
Number of years as a competency trainer
______
Previous List down trainings related to TM
learning ___________________________
experience _______N/A________________
___________________________
Training Level National Certificates acquired and NC level
completed __________________________
_______N/A_______________
Learning styles a.​ Visual - The visual learner takes mental
pictures of information given, so in order
for this kind of learner to retain
information, oral or written, presentations
of new information must contain diagrams
and drawings, preferably in color. The
visual learner can't concentrate with a lot
of activity around him and will focus better
and learn faster in a quiet study
environment.
b.​ Kinesthetic - described as the students in
the classroom, who have problems sitting
​ Characteristics of learners
still and who often bounce their legs while
tapping their fingers on the desks. They are
often referred to as hyperactive students
with concentration issues.
c.​ Auditory- a learner who has the ability to
remember speeches and lectures in detail
but has a hard time with written text.
Having to read long texts is pointless and
will not be retained by the auditory learner
unless it is read aloud.
d.​ Activist - Learns by having a go
e.​ Reflector - Learns most from activities
where they can watch, listen and then
review what has happened.
f.​ Theorist - Learns most when ideas are
linked to existing theories and concepts.
g.​ Pragmatist - Learns most from learning
activities that are directly relevant to their
situation.
Other needs a.​ Financially challenged
b.​ Working student
c.​ Solo parent
d.​ Others(please specify)
___________________________
 TECHNI-SMART TRAINING AND ASSESSMENT CENTER CORP.
90 Balete Drive Extension Kristong Hari Quezon City 1112

Name: Gerald Keithzman Pasion​ ​ ​ Date: June 2016

QUALIFICATION: HOUSEKEEPING NCII
FORM 1.1 SELF-ASSESSMENT CHECK
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary
data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
CORE COMPETENCIES
CAN I…? YES NO
1.​ Provide housekeeping services to guest
1.1 Receive housekeeping request ✔​

1.2 Provide/service housekeeping request ✔​

1.3 Provide advice to guest ✔​

1.4 Liaise with other department ✔​

2.​ Clean and prepare rooms for incoming guests

2.1 Set-up equipment and trolleys ✔​

2.2 Access rooms for servicing ✔​

2.3​ Make-up beds ✔​

2.4​ Clean and clear rooms ✔​

2.5 Clean and store trolleys and equipment ✔​

3.​ Provide valet / butler service

3.1 Provide valet service to guest ✔​

3.2 Display professional standards ✔​

3.3 Care for guest property ✔​

4.​ Laundry linen and guest clothes

CORE COMPETENCIES
CAN I…? YES NO
4.1 Collect laundry for laundering functions ✔​

4.2 Perform laundering functions ✔​

4.3 Process laundered item ✔​

4.4​ Return laundered item ✔​

5.​ Clean public areas, facilities and equipment

5.1 Select and set-up equipment and materials ✔​

5.2 Apply cleaning technique ✔​

5.3 Clean and dry areas ✔​

5.4 Maintain and store cleaning equipment and ✔​

Chemicals
6.​ Deal with / handle intoxicated guest
6.1 Determine the level of intoxication ✔​
6.2 Apply appropriate procedure ✔​
6.3 Comply with legislation ✔​
Evidences/Proof of Current Competencies
Form 1.2: Evidence of Current Competencies acquired related to
Job/Occupation

Current Proof/Evidence Means of validating

competencies
1.​ Provide housekeeping services to guest
1.1​ Receive ●​ Certificate of ●​ Interview
housekeeping Employment ●​ Third Party
request ●​ Training Certificate ●​ Demonstration
1.2​ Provide/service ●​ Certificate of ●​ Interview
housekeeping Employment ●​ Third Party
request ●​ Training Certificate ●​ Demonstration
1.3​ Provide advice ●​ Certificate of ●​ Interview
to guest Employment ●​ Third Party
●​ Training Certificate ●​ Demonstration
1.4​ Liaise with ●​ Certificate of ●​ Interview
other Employment ●​ Third Party
department ●​ Training Certificate ●​ Demonstration
2.​ Clean and prepare rooms for incoming guests
2.1​ Set-up ●​ Certificate of ●​ Interview
equipment and Employment ●​ Third Party
trolleys ●​ Training Certificate ●​ Demonstration
2.2​ Access rooms ●​ Certificate of ●​ Interview
for Employment ●​ Third Party
servicing ●​ Training Certificate ●​ Demonstration
2.3​ Make-up ●​ Certificate of ●​ Interview
beds Employment ●​ Third Party
●​ Training Certificate ●​ Demonstration
2.4​ Clean and ●​ Certificate of ●​ Interview
clear rooms Employment ●​ Third Party
●​ Training Certificate ●​ Demonstration
2.5​ Clean and ●​ Certificate of ●​ Interview
store trolleys Employment ●​ Third Party
and equipment ●​ Training Certificate
●​ Demonstration
4.Laundry linen and guest clothes
4.1 Collect ●​ Certificate of ●​ Interview
laundry for Employment ●​ Third Party
laundering ●​ Training Certificate
functions ●​ Demonstration
4.2 Perform ●​ Certificate of ●​ Interview
laundering Employment ●​ Third Party
functions ●​ Training Certificate ●​ Demonstration
4.3 Process ●​ Certificate of ●​ Interview
laundered item Employment ●​ Third Party
●​ Training Certificate ●​ Demonstration
4.4 Return ●​ Certificate of ●​ Interview
laundered item Employment ●​ Third Party
●​ Training Certificate ●​ Demonstration
5. Clean public areas, facilities and equipment
5.1 Select and set- ●​ Certificate of ●​ Interview
up equipment Employment ●​ Third Party
and materials ●​ Training Certificate ●​ Demonstration
5.2 Apply ●​ Certificate of ●​ Interview
cleaning Employment ●​ Third Party
technique ●​ Training Certificate ●​ Demonstration
5.3 Clean and dry ●​ Certificate of ●​ Interview
areas Employment ●​ Third Party
●​ Training Certificate ●​ Demonstration
5.4 Maintain and ●​ Certificate of ●​ Interview
store cleaning Employment ●​ Third Party
equipment ●​ Training Certificate
and ●​ Demonstration
chemicals
 Identifying Training Gaps

From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.
Form 1.3 Summary of Current Competencies Versus Required
Competencies

Required Units of Current Training

Competency/Learning Competencies Gaps/Requirements
Outcomes based on CBC
1.​ Provide housekeeping services to guest
1.1​ Receive 1.1 Receive
housekeeping housekeeping
request request
1.2​ Provide/service 1.2 Provide / service
housekeeping housekeeping
request request
1.3​ Provide advice to 1.3 Provide advice
guest to guest
1.4​ Liaise with other 1.4 Liaise with
department other
department
2.​ Clean and prepare rooms for incoming guests
2.1​ Set-up 2.1 Set-up
equipment and equipment and
trolleys trolleys
2.2​ Access rooms or 2.2 Access rooms or
servicing servicing
2.3​ Make-up beds 2.3 Make-up beds
2.4​ Clean and clear 2.4 Clean and clear
rooms Rooms
2.5​ Clean and store 2.5 Clean and store
trolleys and trolleys and
equipment equipment
3.​ Provide valet / butler service
3.1​ Provide valet service 3.1 Provide valet
to guest service to guest
3.2​ Display professional 3.2 Display
standards professional
standards
3.3 Care for sector 3.3 Care for sector
property property Set-up
the tables in
the dining area
Required Units of Current Training
Competency/Learning Competencies Gaps/Requirements
Outcomes based on CBC
4. Laundry linen and guest clothes
4.1​ Collect laundry 4.1 Collect laundry
for laundering for laundering
functions functions
4.2​ Perform 4.2 Perform
laundering laundering
functions functions
4.3​ Process 4.3 Process
laundered item laundered item
4.4​ Process 4.4 Process
laundered item laundered item
5.​ Clean public areas, facilities and equipment
5.1​ Select and set-up 5.1 Select and set-
Equipment and up equipment
materials and materials
5.2 Apply cleaning 5.2 Apply cleaning
technique technique
5.3 Clean and dry 5.3 Clean and dry
areas Areas
5.4 Maintain and 5.4 Maintain and
store cleaning store cleaning
equipment and equipment and
chemicals chemicals
6.​ Deal with / handle intoxicated guest
6.1​ Determine the 6.1 Determine the
level of level of
intoxication intoxication
6.2​ Apply 6.2 Apply
appropriate appropriate
procedure procedure
6.3​ Comply with 6.3 Comply with
legislation legislation
Form No. 1.4: Training Needs

Training Needs Module Title/Module of

(Learning Outcomes) Instruction
3.1 Provide valet service to guest 3. Provide valet /
3.2 Display professional standards butler
3.3 Care for sector property service
6.1 Determine the level of
Intoxication 6. Deal with / handle
6.2​ Apply appropriate procedure intoxicated guest
6.3 Comply with legislation
 SESSION PLAN
Sector​ ​ ​ : TOURISM​
Qualification Title​ : HOUSEKEEPING NCII​
Unit of Competency​ : Provide valet/butler service
Module Title​ ​ : Providing valet / butler service

Learning Outcomes:
LO 1. Provide valet service to guest
LO 2. Display professional standards
LO 3. Care for sector property
A. INTRODUCTION
This module covers the basic knowledge, skills and attitude required for valet / butler service providers
in a commercial accommodation establishment. Experienced staff members with sound organization and
interpersonal skills generally undertake this role.
B. LEARNING ACTIVITIES
LO 1. PROVIDE VALET SERVICE TO GUEST
Learning Content Methods Presentation Practice Feedback Resources Time
3.1-1​ Definition of Modular (self-pace CBLM with 3hr
valet services learning) info sheet.
Self-
checked
with
answer key
Active Related
lecture/discussion learning
materials

Date Developed:
CBLM IN August 2017
HOUSEKEEPING NC Revision # 00
II Page 13
Developed by:
Providing
valet/butler service JHONALYN P. BUENAFE
 Power point
presentation
Listen and
participate on lecture
on valet services

3.1-2​ Types of Modular (self-pace Read Info sheet 3.1-2 Answer self Compare answer CBLM with 3hr
valet learning) on types of valet check 3.1-2 key to self-check info sheet.
services services on types of 3.1-2 on types of Self-
valet services valet services checked
with
answer key
Active Power point
lecture/discussion presentation
Listen and
participate on lecture
on types of valet
services
3.1-3​ Various types Modular (self-pace Read Info sheet 3.1-3 Answer self Refer answer key CBLM with 3hr
of hotel guests learning) on various types of check 3.1-3 to self-check info sheet.
hotel guests on various 3.1-3 on various Self-
types of hotel types of hotel checked
guests guests with
answer key
 Active Audio-visual Related
lecture/discussion presentations on learning
various types of hotel materials
guests
3.1-4​ Equipment, Active Audio-visual CBLM with 3hr
tools needed in lecture/discussion presentations on info sheet.
valet services equipment, tools
needed in valet
services
3.1-5​ How to provide Modular (self-pace Read Info sheet 3.1-5 Answer Compare answer CBLM with 5hr
valet services learning) on how to provide self-check key to self-check info sheet.
to guest valet services to 3.1-5 on how 3.1-5 on how to Self-
guest to provide provide valet checked
valet services services to guest with
to guest answer key
Active
lecture/discussion Audio-visual Related
presentations on learning
how to provide valet materials
services to guest
Demonstration
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HOUSEKEEPING NC Revision # 00
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 Demonstrate on how Perform task Evaluate Shoe kit
to provide valet sheet 3.1-5 trainees housekeepi
services to guest on how to performance ng forms
provide valet 3.1-5 on how to pen and
services to provide valet paper
guest services to guest

LO 2: DISPLAY PROFESSIONAL STANDARDS

3.2-1​ Characteristics Modular (self-pace Read Info sheet Answer self Compare answer CBLM with 3h
of Professional learning) 3.2-1 on check 3.2-1 on key to self-check info sheet. r
Butler characteristics of characteristics 3.2-1 on Self- checked
professional butler of professional characteristics with answer
butler of professional key
butler

Related
Active Power point learning
lecture/discussion presentation materials
Listen and
participate on
lecture on
characteristics of
professional butler
3.2-2​ Techniques on Modular (self-pace Read Info sheet Answer Compare answer CBLM with 3h
Butler Services learning) 3.2-2 on techniques self-check key to self-check info sheet. r
in butler services 3.2-2 on 3.2-2 on Self- checked
techniques in techniques in with answer
butler services butler services key
 Active Audio-visual Related
lecture/discussion presentations learning
3.2-2 on techniques materials
in butler services

3.2-3​ How to obtain Modular (self-pace Read Info sheet Answer Compare answer CBLM with 3h
Professional learning) 3.2-3 on how to self-check key to self-check info sheet. r
licensure on obtain professional 3.2-3 on how 3.2-3 on how to Self- checked
Butler licensure on butler to obtain obtain with answer
Servicing professional professional key
licensure on licensure on
butler butler
Active Audio-visual Related
lecture/discussion presentations on learning
techniques in materials
butler services
3.2-4​ Customers Modular (self-pace Read Info sheet Answer Compare answer CBLM with 3h
Care learning) 3.2-4 on customers self-check key to self-check info sheet. r
care 3.2-4 on 3.2-4 on Self- checked
customers care customers care with answer
key
Active Related
lecture/discussion learning
materials
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HOUSEKEEPING NC Revision # 00
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 Audio-visual
presentations on
customers care
3.2-5​ How to address Modular (self-pace Read Info sheet Answer Compare answer CBLM with 4h
customer learning) 3.2-5 on how to self-check key to self-check info sheet. r
request and address customer 3.2-5 on how 3.2-5 on how to Self- checked
complaints request and to address address with answer
complains customer customer key
request and request and
complains complains
Active Related
lecture/discussion Audio-visual learning
presentations on materials
how to address
customer request
and complains

LO 3: CARE FOR SECTOR PROPERTY

3.3-1​ Providing Modular (self-pace Read Info sheet 3.3-1 Answer self Compare answer CBLM with 5hr
customer learning) on providing check 3.3-1 key to self-check info sheet.
care and customer care and on providing 3.3-1 on Self- checked
personalized personalized services customer providing with answer
services to to the guests care and customer care key
the guests personalized and personalized
services to services to the
the guests guests
Active Power point Related
lecture/discussion presentation learning
Listen and materials
participate on lecture
on providing
customer care and
personalized services
to the guests

Demonstration Perform task Evaluate your Shoe kit

Demonstrate on sheet 3.3-1 performance housekeepin
providing customer on providing using g forms
care and customer performance pen and
personalized services care and criteria checklist paper
to the guests personalized 3.3-1
services to
the guests
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HOUSEKEEPING NC Revision # 00
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3.3-2​ How to Modular (self-pace Read Info sheet 3.3-2 Answer Compare answer CBLM with 3hr
identify learning) on how to identify self-check key to self-check info sheet.
correctly the correctly the guest 3.3-2 on how 3.3-2 on how to Self- checked
guest property and its to identify identify correctly with answer
property and confidentiality correctly the the guest key
its guest property and its
confidentialit property and confidentiality
y its
confidentialit
y
Active Audio-visual Related
lecture/discussion presentations on learning
how to identify materials
correctly the guest
property and its
confidentiality
3.3-3​ Security Modular (self-pace Read Info sheet 3.3-3 Answer Compare answer CBLM with 3hr
procedures learning) on security self-check key to self-check info sheet.
procedures 3.3-3 on 3.3-3 on security Self- checked
security procedures with answer
procedures key

Active Audio-visual Related

lecture/discussion presentations on learning
security procedures materials
3.3-4​ Care of guest Modular (self-pace Read Info sheet 3.3-4 Answer Compare answer CBLM with 3hr
Property learning) on care of guest self-check key to self-check info sheet.
property 3.3-4 on care 3.3-4 on care of Self- checked
of guest guest property with answer
property key

Active lecture Audio-visual Related

presentations 3.3-4 learning
on care of guest materials
property
3.3-5​ Facilities Modular (self-pace Read Info sheet 3.3-5 Answer Compare answer CBLM with 3hr
provided for learning) on facilities provided self-check key to self-check info sheet.
guests for guests property 3.3-5 on 3.3-5 on Self- checked
property facilities facilities with answer
provided for provided for key
guests guests property
property
Active lecture Audio-visual Related
presentations on learning
facilities provided for material
guests property

Date Developed:
CBLM IN August 2017
HOUSEKEEPING NC Revision # 00
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C. ASSESSMENT
Written Test: The written test will focus on provide valet service to guest, display professional standards and care for
sector property
Performance Test: The performance test will focus on the following:
●​ 1. Provide valet / butler service to guest
●​ 2. Display professional standards
●​ 3. Care for sector property

Testing Conditions:
Tools Equipments Materials/Supplies
Caddy/ trolley luggage carrier pen and paper
Shoe kit sorting shelves housekeeping forms

Venue of Assessment:
●​ Institutional assessment area for written test
●​ Practical work area for and demonstration.
Types of Assessment:
Institutional assessment-Formative
Written Test
Demonstration
Types of evidence: For written Test: Answer sheets
For practical Test: training outputs, products and results of performance test based on
criteria.
D. TEACHER’S SELF-REFLECTION OF THE SESSION
The trainees easily understand the lesson. The plan is effective and successful due to the
result of trainee’s progress.

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​
 HOUSEKEEPING NCII
COMPETENCY-BASED LEARNING MATERIALS
​
List of Competencies

No. Unit of Competency Module Title Code

1. Provide housekeeping Providing housekeeping TRS5123111

services to guest services to guest
Clean and prepare Cleaning and preparing
2. rooms for incoming rooms for incoming TRS5123112
guests guests
Provide valet / Providing valet / TRS5123113
3. butler service butler service
Laundry linen and Laundering linen and TRS5123114
4. guest clothes guest clothes
Clean public areas, Cleaning public areas,
5. facilities and facilities and TRS5123115
equipment equipments
Deal with/handle Dealing with / handle TRS5123122
6. intoxicated guest intoxicated guest

Date Developed:
CBLM in August 2017 Revision # 00
HOUSEKEEPING
NC II Page 67
Providing Developed by:
valet/butler service JHONALYN P.
BUENAFE
 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 / butler service
providers in a commercial accommodation
establishment. Experienced staff members
with sound organization and interpersonal
skills generally undertake this role.
NOMINAL DURATION : 50 hours

LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1.​ LO1 Provide valet service to guest
2.​ LO2 Display professional standards
3.​ LO3 Care for sector property
ASSESSMENT CRITERIA:
1.​ Defined the role of valet in accordance with enterprise policy.
2.​ Prepared a valet services to be delivered.
3.​ Delivered a valet services within the limit of responsibility.
4.​ Recorded the valet services.
5.​ Enhanced the rapport and feelings of good will between the guests
within the limit of responsibility.
6.​ Accessed and utilized the individual guest’s records to provide
personalized and quality services based on guest instructions and
enterprise policy.
7.​ Followed the valet grooming and communication standard in accordance
with enterprise policy
8.​ Set a luggage in the room based on the guest instructions and enterprise
policy.
9.​ Processed the guest clothes based on guest instructions and enterprise
policy.
10.​ Cleaned the shoes based on guest instructions.
11.​ Organized and made repairs based on guest instructions in
accordance with enterprise policy.
12.​ Maintained confidentiality of guest’s property in accordance with
legal and ethical requirements.
13.​ Identified the role of an on-premise laundry according to
enterprise policy.
14.​ Picked-up the guest clothes in accordance with enterprise policy.
15.​ Picked-up the In-house items in accordance with enterprise policy.
16.​ Counted and correctly sorted the items according to cleaning process
required and urgency of the item.
17.​ Checked and treated the items for laundering the stains using the
correct process.
18.​ Selected and labeling the laundry methods in accordance with textile
codes and on fiber and fabric, dye fastness, degree of spoilage and
washing instructions.
19.​ Operated the laundry equipment in accordance with manufacturer’s
instructions.
20.​ Recorded any damage arising from the laundering process and
appropriate person(s) is / are notified in accordance with enterprise
procedures.
21.​ Used the cleaning agents and chemicals in accordance with
manufacturer’s instructions and specific laundry equipment.
22.​ Checked the items after laundering process to ensure quality
cleaning.
23.​ Correctly completed the pressing and finishing process in accordance
with textile characteristics and client requirements.
24.​ Performed the post cleaning laundry activity in accordance with
enterprise policy.
25.​ Checked the results of cleaning and the appropriate additional action
taken.
26.​ Processed the internal record and billing instructions in accordance
with enterprise procedures.
27.​ Produced a necessary internal laundry reports.
28.​ Delivered the guest clothes in accordance with enterprise policy.
29.​ Delivered the In-house items in accordance with enterprise policy.
30.​ Selecting of equipment according to type of cleaning to be done.
31.​ Checking all equipment if clean and in safe working condition prior to
use.
32.​ Suitable dry and wet cleaning agents and chemicals. Are selected and
prepared in accordance with manufacturers and relevant occupational
health and safety requirements.

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33.​ Selecting of protective clothing and used where necessary.
34.​ Assessing of furniture, fixtures, ceiling and walling are assessed for
cleaning.
35.​ Selecting of appropriate cleaning equipment and chemicals in
accordance with the type of materials to be used.
36.​ Application of cleaning materials on furniture and walling materials
in accordance with the type of materials to be used.
37.​ Applying the appropriate procedures in accordance with the
technique.
38.​ Properly cleaning and storing of equipment and chemicals in
accordance with manufacturer’s specification.
39.​ Preparing of wet and dry areas for cleaning and hazards are needed
to be identified and assessed.
40.​ Putting of warning signs or barricading the work area as appropriate,
to reduce risk to colleagues and customers.
41.​ Properly selecting of cleaning agents or chemicals and to be applied
on specific areas in accordance with manufacturers’ recommendations,
safety procedures and enterprises policies and procedures.’
42.​ Safely used of equipment in accordance with manufacturer’s
recommendation.
43.​ Used chemicals, garbage are disposing off in accordance with
hygiene, safety and environmental legislation requirements.
44.​ Clean the equipment after use in accordance with enterprise
requirements are manufacturer’s instructions
45.​ Preventive routine maintenance is carried out or arranged in
accordance with enterprise procedures.
46.​ Identifying the defects and reported in accordance with enterprise
procedures.
47.​ Stored the equipment in the designated area and in a condition ready
for re-use.
48.​ Storing of chemicals and controlling in accordance with health and
safety requirements.
49.​ Assed the level of intoxication of guest in accordance with industry
procedure.
50.​ Politely offered assistance to the intoxicated guest in line with
enterprise procedure.
51.​ Referred urgently the difficult situation to immediate boss as per
enterprise regulations.
52.​ Laying on the floor the intoxicated guest is not touched but is
carefully watch in line with industry practice.
53.​ Immediate assistance sought from hotel security personnel for the
situations that posing a threat to safety and security according to
enterprise procedure.
54.​ Analyze the situation carefully.
a.​ Applying of procedures appropriate to the situation and in
accordance with organizational policy.
b.​ Explained politely the position to the guest using
appropriate communication skills.
55.​ Assisted the guest to leave the premises when necessary in
accordance with enterprise procedure
56.​ Dealt with intoxicated persons in line with industry practice.
57.​ Dealt with underage drinkers with caution and care in compliance
with legal regulations.
58.​ Comply with legislative requirements as per alcohol regulations

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 LEARNING OUTCOME NO. 1
PROVIDE VALET / BUTLER SERVICE TO GUEST

Contents:
1.​ Definition of valet services
2.​ Types of valet services
3.​ Various types of hotel guests
4.​ Equipment, tools needed in valet service
5.​ How to provide valet services to guest

Assessment Criteria
1.​ Defined the role of valet in accordance with enterprise policy.
2.​ Prepared a valet services to be delivered.
3.​ Delivered a valet services within the limit of responsibility.
4.​ Recorded the valet services.

Conditions
Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

Sewing kit luggage carrier pen and paper
Shoe kit sorting shelves tags
Iron presser housekeeping forms
Caddy/trolley

Assessment Method:
●​ Observation
●​ Interview
●​ Written examination
●​ Demonstration of practical skills
●​ Third party report
 Learning Experiences
Learning Outcome 1
PROVIDE VALET / BUTLER SERVICE TO GUEST
Learning Activities Special Instructions
1.​ Read information sheet 3.1-1
Definition of valet services
2.​ Answer self-check 3.1-1
3.​ Compare answer key to
self-check 3.1-1
4.​ Read Info sheet 3.1-2
Types of valet services
5.​ Answer self check 3.1-2
Types of valet services
6.​ Compare answer key to Read and understand the
self-check 3.1-2 information sheet and test
7.​ Read Info sheet 3.1-3 your-self by answering self-check
Various types of hotel guests you must answer all questions
8.​ Answer self check 3.1-3 correctly before proceeding to the
next activity
9.​ Compare answer key to
self-check 3.1-3
10.​ Read Info sheet 3.1-4
Equipment, tools needed in
valet services
11.​ Read Info sheet 3.1-5
Provide valet services to guest
12.​ Answer self-check 3.1-5
13.​ Compare answer key to
self-check 3.1-5
14.​ Perform task sheet 3.1-5
Polish guest shoe
Before you perform the task sheet,
ask your instructor to perform
demonstration on polish guest
shoe.

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Evaluate your performance using
the performance criteria checklist.

After doing all activities of this

learning outcome, you are ready to
proceed in the next learning
Outcome.
 Information Sheet No. 3.1-1
Definition of valet services
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1.​ Describe the services delivered by a valet
2.​ Locate the position of valet within the enterprise
3.​ Identify the personal characteristics required of a valet
4.​ Describe grooming and personal presentation standards for a valet
5.​ Error! Reference source not found.
6.​ Error! Reference source not found.

A. IDENTIFY THE ROLE OF A VALET

Describe the services delivered by a valet
Introduction
​ This unit applies to all establishments where specialist valet or butler
services are conducted.
This Section identifies the tasks a valet undertakes.​
A Valet Runner performs personal services for the guests. A valet
service staff must be able to deal with all types of guests' requests, needs
and wants professionally. Guests requiring a valet service expect their
belongings and desires to be dealt with quickly and efficiently, with no
damages or losses.

The job of the valet

A valet, sometimes also known as a 'butler', is employed by a hotel to
provide a personalised and specialist service to guests for the duration of
their stay.
They add a degree of service, class and style many people associate with
indulgence and opulence.
Valet services are not common. Certainly not all establishments provide
valet service and the position may not exist in some countries. Many hotels
will only supply a ‘valet parking’ service.

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However international guests may have very high levels of expectation in
relation to the service provided by valets, especially American and Japanese
guests. Many expect the same level of service provided by other up-market
hotels around the world.

The many roles of a valet

Many regard the valet as providing a combination of roles each with its own
demanding level of personalised and individualised services. The various
roles include:
●​ Housekeeper – performing a range of services normally provided by
room attendants in other rooms
●​ Confidant – being a trusted person whom the guest can confide in
when they need to talk or share an idea, experience or opinion
●​ Guide – informing the guest of what is available both within and
outside the venue, when it is available, how to get there and how to
obtain entry, tickets, preferential treatment
●​ Concierge – while all valets work together with the concierge in a
venue, many valets often take the role of concierge for the guests they
are looking after
●​ Organiser – organising activities including reservations, tickets to
shows, entry to events, meetings with people, daily schedules, on
behalf of and under the direction of the guest
●​ Supervisor – overseeing the work of other people (venue employees
and outside workers) who provide products and service to the guest
●​ Guest relations – ensuring the guest has a pleasant stay in the venue,
ensuring their expectations are met and dealing with any problems
that arise during the stay.
It is true that a valet may be all these and more. Exactly what a valet is or
the services they provide, depends greatly on the needs of the individual
guest.
There is a special relationship between the valet and the concierge,
especially the nature of the working relationship between them that
demands instant responses to guest needs, quick supply of information, and
general professional support.
The valet must be able to respond immediately and appropriately to the
needs of individual guests who may all have widely diverse demands. It is
definitely a challenging position but, without doubt, an extremely rewarding
one.
The role of valet would generally be undertaken by experienced staff
members or other people with sound organisational and interpersonal skills.
Depending on the organisational structure of the venue, ‘valet’ may be
located in Housekeeping, Front Office or another appropriate department
such as Finance or Sales and Marketing.
The valet is always:
 ●​ A front-of-house member of staff – they are not ‘back of house’ staff
who work ‘behind the scenes’
●​ A guest contact staff member – as opposed to a manager or
administration officer
●​ A service provider – while they perform some liaison and supervision
duties their primary role is one of service provision.

The main duties of a valet

The main duties of a valet refer to the services they provide to their guests.
The Position Description for ‘valet’ at your venue will provide a good starting
point regarding what they are expected to do.
The nature and extent of these services will vary between guests with some
guests demanding constant attention and others requiring little in the way
of valet service.
Services can include, but are not limited to:
●​ Professionally and confidentially communicating – with the guest and
on behalf of the guest
●​ Unpacking and storing guest luggage
●​ Preparing guest clothes and footwear – ready for use
●​ Light pressing of garments – as required or requested
●​ Packing guest luggage – for their departure
●​ Cleaning and polishing shoes – as required or requested
●​ Repairing, or organising the repair of, clothes and other guest
belongings
●​ Providing assistance in relation to organisation of guest needs and
requests including wake up calls, newspaper, coffee and tea
●​ Monitoring the provision of establishment services to the guest – both
in-room and throughout the venue. This may include:
▪​ Arranging and supervising the provision of room service for meals,
snacks, parties and drinks
▪​ Organisation and implementation of functions for the guest in their
room or in a function room at the venue
●​ Recording services that have been delivered – for quality control and
accounting procedures

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 ●​ Preparing room before guest arrives – by providing various items such
as fruit bowls, complimentary gifts, bathrobes, chocolates or flowers
●​ Looking after guest laundry and dry cleaning needs – on an ongoing
basis for the duration of their stay
●​ Organising and processing secretarial duties upon request – such as
messages, faxes, packages, translation, postage, and use of the
business facilities at the property
●​ Arranging restaurant bookings, car hire, tours, specified purchases of
gifts or other items
●​ Organising activities to meet guest needs – such as arranging special
functions in the venue, booking local excursions and tours, and
making reservations for the theatre, shows, dining and special events
●​ Provision of local advice (the ‘concierge’ function) including:
▪​ Recommendations for dining and shopping
▪​ Suggestions for transport and sight-seeing
▪​ Options for tourism and leisure activities
▪​ Acquisition of personal services
●​ Making, altering or confirming travel arrangements.
Prior to guest arrival the valet must:
●​ Investigate background information and knowledge about guest
preferences and previous history with the establishment
●​ Take action to ensure promises made to the guest are met when the
guest arrives.
On guest departure the valet must:
●​ Record and process guest charges and accounts – for billing and
payment
●​ Assist in the maintenance of guest history file – to provide relevant
and up-to-date information about the guest/VIP
●​ De-brief with management – to identify lessons learned, determine
changes needing to be made to SOPs and whether or not management
needs to contact the guest to make an apology.

Introduction
The position of valet can vary in its location within a venue.
This Section looks at the options for positioning a valet within a
property.
The non-negotiable elements
The valet is always:
 ●​ A front-of-house member of staff – they are not ‘back of house’ staff
who work ‘behind the scenes’
●​ A guest contact staff member – as opposed to a management or
administration
●​ A service provider – while they perform some liaison and supervision
duties their primary role is one of service provision.

Gender
Valets were traditionally male as their previous titles indicate, with other
names for valets being:
●​ Manservant
●​ Gentleman’s gentleman.
Today females are also employed as valets by some venues to reflect the
growth of women requiring valets in their own right
Generally speaking, guests still expect valets to be men but they may:
●​ Request a female valet
Ask if a female valet is available.
Location of the valet
Where valets are employed by a venue the valet is usually shown on an
organizational chart for a venue as being located in the Housekeeping
department, also known as Rooms Division.
The position of valet:
●​ Reports directly to the head Housekeeper or Executive Housekeeper
●​ Is regarded as a higher position than room attendants, but does not
have responsibility for them.

Job position requirements

The valet may:
●​ Liaise with Sales and Marketing – to be advised of VIP guests arriving,
and to advise them of needs, wants and preferences of VIPs
●​ Liaise with Front Office and Concierge – to deliver products and
services as required by the guests

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 ●​ Liaise with Food and Beverage, Kitchen and Banquet departments – to
ensure special food, drink, catering and event needs are provided for
●​ Be involved in middle-level management meetings – to:
▪​ Enable the identified needs, wants and preferences of VIP guests to
be met
▪​ Discuss and initiate required security protocols for certain guests
▪​ Facilitate venue-wide organisational and operational arrangements
to support a VIP stay.

Employment status
Employment status for valets varies enormously.
Options include:
●​ Full-time valet – this is not common except at 5-star and 6-star
facilities because there is insufficient work to warrant their
employment on a permanent ongoing basis
●​ Part-time valet – this is relatively common. The person works as a
valet when required, and performs another role such as Room Service
attendant, Porter or Laundry attendant within the venue when there
is no demand for a valet
●​ Wages per hour are usually higher for a valet than for other
lower-level duties
●​ Casual – the venue hires valets as required, paying them on an hourly
basis, choosing employees from a known pool of professionals
●​ Outsourcing – where the services of an external provider specialising
in the provision of hospitality professionals is used
●​ This option is gaining in popularity amongst employers where such a
service is locally available.

Error! Reference source not found.

Introduction
The work performed by a valet requires them to possess a unique set
of personal characteristics.
This Section identifies the personal characteristics needed by you as a
professional valet in order to meet the expectations of guests.
List of characteristics
Valets need to be able to perform a range of technical skills. This includes
serving food and drinks, cleaning and folding clothes, shining shoes and
making reservations.
In order to deliver the services required by a guest and fulfil the expectations
of guests, a valet must possess all of the following personal characteristics
as a minimum requirement in order to make their guests feel comfortable,
valued and respected.
Tact and diplomacy
Tact may be seen as the ability to know when to say something and when
not to say something. It also means being able to say what needs to be said
without giving offence, without making people feel uncomfortable or
ignorant.
Diplomacy is the skill of applying tact to situations so the outcome is
beneficial to the valet and their guest. The two terms ‘tact’ and ‘diplomacy’
are commonly used together.
A person who is effective with tact is said to be ‘tactful’.
A person who applies tact very well is regarded as being ‘diplomatic’.
Discretion
Exercising discretion means being discrete.
In practice this means demonstrating the ability to judge when to ignore
something the guest may have said or done.
Central to being discrete is:
●​ The action of ‘turning a blind eye’
●​ Not mentioning the event to the guest or to anyone else.

Etiquette
Etiquette refers to knowledge about social convention across a range of
issues such as:
●​ The different forms of address to be used when talking to dignitaries
●​ The correct piece of cutlery to use when setting a table for a meal
●​ Action to take to make others feel ‘at ease’.
Etiquette can be described as good manners, decorum and propriety. It is
the set of customary rules for behaviour in polite society.

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Good manners
Good manners and etiquette go together but they are not the same thing.
Manners relates to:
●​ Showing respect for others
●​ Demonstrating politeness
●​ Being refined and appropriate in all situations.
In practice it means:
●​ Knowing when to talk and when to be quiet
●​ Giving way to guests
●​ Remaining a respectful distance from guests in terms of physical
distance and personal connection.

Politeness
Being polite means applying necessary etiquette and good manners.
It is closely aligned with showing respect, making people feel at ease and
creating an appropriate and refined atmosphere for the guest and their
associates.
In practice it means:
●​ Asking for permission to undertake tasks
●​ Saying ‘please’ and ‘thank you’
●​ Knowing when to withdraw and leave guests alone and when to
maintain a presence.

Civility
Civility means acting in a civil manner.
Civility is closely linked to manners and means avoiding anything that could
be construed as rude, disrespectful or intended to give distress or cause
offence.
It may embrace adhering to a ‘Code of Conduct’ imposed by the venue in
regard to treatment of guests and others.

Honesty
This is a basic requirement for all staff.
See Section 1.5 for more information on ‘honesty’ as it applies to valets.
Dedication
Dedication means being committed to your job and the guests and showing
enthusiasm about what needs to be done.
As a valet you may sometimes find yourself in a position where being
dedicated to a guest means you cannot be dedicated to what the venue
requires you to do.
These situations require you to use personal judgement about what to do.
When making a decision about who or what takes priority in these
situations, consider the following:
●​ Always use common sense to assist in deciding what to do
●​ Never do anything that is illegal or places you in danger
●​ Be prepared to seek guidance and counsel from more experienced and
senior staff.
Willingness to be of genuine service
All venue staff should be willing to provide genuine service to all guests but
nowhere is this more important than with valets.
Demonstrating willingness to be of genuine service means not only ‘doing
the right thing’ but doing it with the right attitude.
For a valet, a willingness to be of genuine service is critical because:
●​ They spend comparatively more time with guests than any other staff
member – valets are with their guests on a day-to-day basis and
sometimes for many hours at a time
●​ Guests rely on valets to a greater extent than they rely on most other
staff – valets are expected to undertake many duties on behalf of the
guest that reflect the guest’s standing, image and reputation
●​ Guests pay a premium to have the services of a valet – generally
speaking valets must be paid for by the guest on an hourly, or ‘per
stay’, basis so guests are entitled to expect them to be genuinely
committed to excellent levels of service delivery.​
​
Very often, this means being prepared to do ‘a little bit extra’ to please
or satisfy the guest.​
​
Note: some venues, especially casinos, provide valets free-of-charge to
‘high roller’ guests.

An unbiased and prejudice-free disposition

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All valets must be free of bias and refrain from judging their guests because:
●​ They will have to deal with people from a wide range of cultures,
ethnic backgrounds, and ages
●​ They will experience a great variation in the personal habits of guests,
individual opinions and thoughts of guests and in the manners,
attitudes and beliefs of guests.
All of these characteristics will give rise to differences in the way guests
behave, conduct themselves, talk to and treat people. The role of the valet is
not to judge the guest based on these individual differences but simply to
continue serving them.
The important thing to remember when a guest holds a different opinion,
attitude or stance to your own is you do not have to agree with them. You do
not have to adopt their orientation, you only have to serve them.
Punctuality
All valets must be highly aware of the need for them to be punctual.
In practice this means:
●​ Arriving for work early – to ensure all the requirements for the day
have been arranged
●​ Not leaving work until the needs of the guest have been taken care of –
a valet can never work hours totally governed by a roster. You must
stay as long as the guest needs you or arrange for another valet to
replace you
●​ Making sure all arrangements made for the guest are delivered
punctuality – this applies to ensuring in-house services are delivered
when expected as well as following up with external service providers
to make sure what they have promised arrives on time.

Attention to detail
The valet must have an eye for detail and take necessary action to make
sure everything done for, or provided to, the guest is the best it can be.
The fact of life for a valet is the little things do count and it is often the little
things that make the big difference for a guest.
Definitely, for a valet, ‘near enough is never good enough’.
Keys to making sure every detail is correct are:
●​ Planning and preparation – deciding in advance what needs to be
done, what needs to be present and how things must look, flow or
occur
●​ Observation – physically paying attention to determine whether or not
things are correct or whether some details requires attention.​
​
Many expert valets develop what may be regarded as a sixth sense –
 being able to intuitively predict what their guest needs will be even
before the guest realises them.
●​ Taking action when a detail is identified as missing, or in some way
incorrect – valets must always take action when there is a need to do
so.
Initiative
Perhaps the greatest personal characteristic a valet can have is the ability to
use their initiative to best serve their guest.
Some people are born with initiative and some learn it on-the-job through
ongoing contact with guests. This guest contact teaches them what to expect
and gives them insight into how individuals can vary and how these
variations translate into necessary or appropriate service delivery.
Initiative requires you to anticipate what the guest will may need and take
action to ensure these needs are met.
When unsure about what a guest wants, needs or prefers the recommended
advice is to ask the guest what they want.
Introduction
While all staff in a venue will be required to comply with a nominated
standard of grooming and personal presentation, the importance of these for
a valet is even greater.
This Section presents relevant requirements for valets.
The need for high standards of grooming and personal presentation
Valets need to be professionally groomed and are required to comply with
the venue requirements in relation to personal presentation, personal
hygiene and uniform.
A valet's presentation will have a lasting impression on the guest and it is
important this impression be of the highest standard at all times.
Note the use of the words ‘at all times’. Valet must look as presentable five
minutes before they finish, as they did when they started.
Other staff may have the luxury of allowing their appearance to show ‘wear
and tear’ during the working shift, but valets do not.
How you stand and move reflects on the image of your personal
presentation. Be aware of your posture, body language and the speed of
your movement. Dignity is a good word to bear in mind. A valet should carry
themselves and discharge their duties with dignity.

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Remember a uniform, as well as personal grooming and deportment,
completes the physical side of a valet’s professional and personal
presentation. The uniform deserves, merits and demands appropriate
attention.
Make sure you know and abide by any venue-specific requirements relating
to personal presentation, grooming and uniform.
Wearing of uniform
The correct wearing of the venue uniform is a key to personal presentation.
While venues provide and launder uniforms you must ensure:
●​ It fits properly – so it looks good, enables freedom of movement and is
comfortable to wear​
​
It is kept clean – a standard requirement for all valets is to have at
least one change of clothes available to them at work so uniforms can
be changed when they get dirty or look ‘tired’.​
​
The uniform must always be:
▪​ Pressed – meaning it must be free of wrinkles and look cared for
▪​ Stain-free – and free of marks, dirt or other mess
●​ It remains in good repair – there can be no loose threads and no
missing buttons.

Wear the full uniform

Every venue will identify the full uniform for a valet, and all valets must
wear the full uniform as determined by their employer.
The requirements of the employer may refer to:
●​ Type and style of shoes to be worn – such as black, polished leather
shoes
●​ Whether or not a name tag is worn – most valets do not wear a name
tag as this is seen as detracting from or demeaning the position of
valet
●​ The uniform itself – for example, many valets are required to wear a
designated style (lounge or dinner suit; two or three piece) and colour
(black or grey) of suit as opposed to wearing traditional industry ‘black
and whites’
●​ Epaulettes – where a jacket is worn by a valet they commonly wear a
different colour or style of epaulette to distinguish them from other
service staff
●​ Tie – stipulating colour and type of knot to be used
Ensuring personal hygiene
Grooming activities ensure your personal presentation and hygiene.
Standard grooming activities to be considered or applied may include:
●​ Regular washing – a minimum is once per day but many valets will
bathe twice daily
●​ Use of a suitable deodorant – to help prevent perspiration
●​ Use of lightly-scented aftershave or perfume – strong perfume which is
predominant or over-powering must be avoided
●​ Make-up must be kept neutral for women – no excessive eye shadow,
no dramatic colours for lips or eyes
●​ Good personal hygiene habits and practices – cuts and sores must be
kept covered with a clean dressing, use of handkerchief, no coughing
or sneezing near guest or food
●​ Men must be clean shaven – or have whiskers neatly trimmed. Many
valets need to shave twice per day to maintain a suitable appearance
●​ Hair neat and tidy – brushed, combed and tied back. Regular hair
cuts should be had to help maintain style and a suitable appearance
●​ Hands and nails must be clean and well cared for at all times –
women should wear only neutral polish avoiding colours and nail
decorations. Men and women must have properly manicured nails
●​ Regular attention to teeth – meaning regular brushing of teeth and
dental checks to help avoid bad breath.​
​
Many valets are non-smokers as they believe ‘smokers’ breath’ can
never be effectively addressed by brushing or taking mints
●​ Sufficient rest – it is imperative for a valet to be alert and awake
●​ Exercise – this helps avoid stress, increases the chance of proper rest
and contributes to a feeling of general well-being which is reflects in
all the actions undertaken.

Ensuring suitable personal presentation

To ensure proper personal presentation:
●​ Always check your appearance in a full-length mirror – before starting
work or resuming work as a valet. Take whatever action is necessary
to remedy any identified faults or short-comings

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 ●​ Maintain good posture – valets should walk and function with head up
and shoulders back indicating pride in their role and presenting a
suitable ‘air’ expected by guests
●​ Guests expect valets to have a certain ‘bearing’ and this can never be
achieved if they walk with their head down and shoulders hunched.
The posture must convey a feeling of style and class and an
appropriate demeanour
●​ Only wear basic jewellery – nothing ostentatious should be worn. The
valet should never ‘outshine’ the guest.​
​
A wedding band and a standard watch are allowable. Anything else
may be regarded as superfluous and unnecessary.
The valet’s kit
Valets should develop their own personal kit which they should keep with
them in their workplace.
This kit is used to:
●​ Maintain their own personal appearance
●​ Assist guests with any needs they may have.
Contents of the valet kit are very much an individual concern and the items
will grow as experience dictates. Possible items include:
●​ Small scissors or clippers
●​ Tweezers
●​ Hair brush and comb
●​ Clothes brush
●​ Polishing and application brushes for shoes
●​ Disposable gloves
●​ Needle and an assortment of threads and buttons
●​ Safety pins – different sizes
●​ Thumb tacks
●​ Nail varnish remover
●​ Stapler with staples
●​ An eraser
●​ Liquid paper
●​ Adhesive labels
●​ A small first aid kit – making sure there are several sizes of plasters
●​ Matches – a valet should always carry a lighter in their pocket.
Introduction
Venues will have a range of enterprise policies and procedures relating
to the provision of valet services.
These can be expected to remain relatively standard across the
industry but they vary between properties.
This Section identifies possible enterprise policies and procedures
valets may have to comply with.

Enterprise policies and procedures

Venue policies and procedures a valet may have to adhere to include:
●​ Service standards and protocols – these may address:
▪​ Under what conditions valet service is available or to be provided
▪​ Ratio of valets to guests – one valet is unable to effectively cater for
large groups of guests and the venue may provide guidance on the
number of valets required to cater for different group sizes
▪​ How guests are to be addressed – prescribing the acceptable forms
of address for differing guest types. Many policies in this regard
provide advice (for example) on forms of address for royalty and
religious leaders
▪​ Actions required for delivery of nominated service provisions –
policies and procedures may stipulate:
–​ Products to be provided – by brand name, type and style
–​ Quantity of products – per room or per guest
–​ Duration of service delivery
–​ Activities to be provided
–​ Sequence of activities
–​ Timing requirements – for example ‘Turn down must be provided
by 8:00PM’
●​ Honesty – this will cover the need for valets to be honest in all their
dealing with guests. In practice this can mean:
▪​ Telling the truth – about products and services, what the venue
can and cannot deliver
▪​ Only charging guests for what they have received – only legitimate
charges should be applied to a guest’s account

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 ▪​ Not stealing – money, property or information you have become
aware of as part of your dealings with the guest
▪​ Not taking photographs of the guest room – or their belongings,
activities or the condition in which they leave their room.
Note: in some cases a valet will have to be dishonest with some people
including other guests, members of the media and unsolicited callers, in
order to protect the privacy and security of the VIP guest.
●​ Use of enterprise equipment and facilities for personal use or gain –
there is usually a complete ban on any staff using venue items for
their private use
●​ Obviously there is also a total ban on valets using guest items unless
specifically told or invited to do so
●​ Treatment of VIPs – while all guests should be treated by all staff as
VIPs the fact is valets must treat their guests in an exceptional
manner.
Valets may be required to:
▪​ Prepare items for nominated VIPs that are not offered to other
guests
▪​ Arrange for preferential seating in in-house dining rooms, at
functions and for entertainment
▪​ Provide associates of VIPs with the same treatment being given to
the actual VIPs
▪​ Demonstrate deferential treatment to VIPs – this means always
giving the best option, the best that is available or deferring to their
personal preferences above the standard service provision given by
the venue.​
​
Note: while catering for every guest whim it is critical you never
appear subservient when doing so. There is a fine line between
deference and subservience but it is one the professional valet
treads easily and with dignity
▪​ Protect the privacy and security of VIPs to a higher standard than
is normally provided for other guests – this may mean liaising with
in-house security staff as well as liaising with security personnel
accompanying the VIP
▪​ Given many VIPs are royalty, politicians, sports stars, movie or
music stars there is regularly a need for valets to:
–​ Be subjected to various security screenings
–​ Cooperate with security personnel
–​ Provide misleading information to others
●​ Complimentary goods and services to be provided as part of the
standard valet service – such as flowers in the room, turn-down
service, drinks on arrival.​
​
 Not only will VIPs receiving valet service receive items not provided to
other guests, they will also normally:
▪​ Receive more of them
▪​ Receive a higher-quality version of what is normally supplied
●​ Discretionary authority – valets traditionally have a significant scope
of authority to allow them to deal with the wide range of issues their
guests present them with.​
​
The scope of authority may relate to:
▪​ Their ability to act on behalf of the venue – without needing to refer
to or confer with management before taking action
▪​ Their authority to spend money on behalf of the venue – usually up
to a nominated amount
▪​ Their authority to act in given situations – such as when there is a
problem or potential complaint as well as in the event of an
emergency
●​ Reporting procedures – for communicating with other staff and
persons external to the venue. This includes contractors, officials and
authorities, in the event of a need to:
▪​ Manage an emergency
▪​ Charge expenses to the room or individual VIP
▪​ Report an issue or incident
▪​ Advise of new or revised VIP guest needs
▪​ Confirm existing arrangements.
How do I find out what applies in my workplace?
To determine what applies in your workplace regarding enterprise policies
and procedures for valets to adhere to:
●​ Complete all necessary in-house training programs for valets – these
will not only cover the house-preferred way of folding shirts, polishing
shirts and packing suitcases but also identify and explain the venue
policies under which valets are expected to work
●​ Talk to more senior and experienced valets, or supervisors or
managers – to determine what they regard as important things to be
aware of and comply with
●​ Read the relevant policies and procedures – these may in hard copy
form in the Staff handbook or similar or may be found in electronic
format on the workplace intranet.
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Introduction
Communicating with guests is a critical aspect of the valet’s role
because it is the basis of the trust and confidence necessary in the
relationship between valet and guest.
This Section presents important information to enhance communication
between valets and guests.

Building trust and confidence with guests

You can optimise the development of trust and confidence between you and
the guest by:
●​ Being aware of the needs of the guest before they arrive – this means
reading reservation or ‘Special Request’ details commonly provided by
or for VIP guests prior to their arrival
●​ Having extremely high levels of product knowledge about:
▪​ All the products, services and facilities of the venue
▪​ All venue policies and procedures
▪​ The local area – amenities, infrastructure, shopping, dining,
industry, authorities, travel and transport, features and tourist
attractions
●​ Making sure beyond all doubt everything told, explained or discussed
with the guest is true, up-to-date and accurate. This builds credibility
which is the basis of trust and confidence
●​ Being proactive – a valet must demonstrate initiative to prove they are
thinking and acting on the guest’s behalf and to their advantage and
benefit
●​ Always ensuring any promises are kept – when and as promised
●​ The guest will always judge a valet by their actions rather than their
words. You must always ‘walk the talk’
●​ Not interfering – the role of the valet is to serve and not to direct.
Valets must cultivate the capacity to allow their guests to be who they
want to be and do what they want to do. ​
​
Working quietly in the background is key to this while, at the same
time, listening and observing the guest; with a view to anticipating
what guest needs may be so they can be effectively addressed.

Rapport and goodwill

Good communication also enhances the relationship between the valet and
their guest which must be characterised by agreement and harmony. This is
called ‘the rapport’ and is addressed in more detail in Section 3.1.
‘Goodwill’ is a generic term referring to intangible elements of the
relationship involving a blend of sentiments.
Goodwill and rapport comprise:
●​ Friendliness towards the guest
●​ Approval of the guest and who they are and what they do
●​ Willingness to help and be of service
●​ Adding value to transactions and dealings by virtue of the human level
of contact and the personal feelings involved
●​ Positive feelings towards the guest
●​ Interest in the guest and what they have done, are doing and are
going to do.
Communication standards
The following are important standards relating to communication between
valets and guests:
●​ Listen – always be alert to:
▪​ What the guest is saying
▪​ What others around the guest are saying
▪​ Questions asked by the guest
▪​ Any sound giving rise for concern or action –the room door or
telephone ringing or crashing noise
●​ Observe – constantly monitor:
▪​ What the guest is doing – or appears about to do
▪​ The activities of others in the company of the guest
▪​ The performance of equipment – such as lights and appliances
●​ Know when to speak and when not to speak – being a valet is not the
same as being a bar attendant, waiter or other frontline staff member
and a different protocol applies.​
​
The valet seeks to be a background presence rather than an obvious
presence – they must not intrude yet be available when required.​
​
A valet is not required to supply casual banter, witty remarks or
offhand comments on events they may see, or on comments they may
hear. The principle of ‘seeing everything and saying nothing’ definitely
applies
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●​ Valets must never communicate hotel secrets to their guests, nor
communicate guest secrets to others. All information received from the
guest must be treated as confidential and not discussed with others.​
​
Similarly all observations in relation to the guests must be kept
confidential. This includes how they behave, how they treat others, their
level of intoxication or how neat or untidy they are in their room.
​
Guests who use valets often bring public relations people and other staff
(security, personal assistants, and cooks) with them for the duration of
their stay meaning valets:
▪​ Sometimes need to speak to the guest's personal staff to access
information about the guest, determine their preferences or
identify their requirements
▪​ Must keep information provide by these people confidential –this
information must be treated as coming directly from the guest
▪​ Must keep confidential any conversations or observations regarding
the support staff – in the same way conversations and observations
of the guest will be kept confidential.
This also means the valet's duties are likely to intersect with those of
these staff so there is a need to interact cooperatively with those
individuals. This can be difficult at times when the needs of the guest
and their staff run contrary to standard house protocols but every effort
must be made to accommodate these requirements
●​ A second language is always seen as a bonus for anyone seeking to be a
valet being bi-lingual or multi-lingual is definitely an advantage and
having high-level English language skills are also regarded as necessary
in most venues and most countries.
Principles of communication
To help you achieve effective communication with a guest the following rules
apply:
●​ Every message must have a purpose – if there is no need to say
anything, do not speak. Always think before talking, and plan what
you are going to say and how you are going to say it
●​ Messages should match the interests and abilities of the guest –
conversation should focus on the guest as opposed to focussing on the
valet.​
​
Conversation, for example, must focus on what the guest has done
and where they have been rather than on what the valet has done or
their experiences
●​ Unnecessary words should be eliminated – conversation between the
valet and the guest should be limited in nature. The aim is to be direct
without appearing short or rude. This respects the guest and
demonstrates it is the guest who is in charge of the situation. The
valet is there to serve
 ●​ Chosen words should be within the experience range of the guest – if
you are going to use local language, terms or phrases when talking to
the guest then it is imperative these are explained first.​
​
Explaining these things enhances the guest’s experience and prevents
embarrassment caused if the guest does not know what is being
discussed
●​ Verbal messages should be clear and concise – using the correct
words and with correct pronunciation, along with appropriate
inflection, tone, language, speed and volume of voice.​
​
Speaking calmly is recommended. Speaking at a slightly slower speed
than normal is also regarded as useful and helps to create a more
considered and gracious ambience.
Why is good communication important?
Good communication between valets and guests is important to:
●​ Meet guest expectations – regarding service delivery
●​ Identify guest needs, wants and preferences – so they can best be
addressed
●​ Assist the guest – in whatever ways they may want
●​ Create the desired atmosphere – of service, dignity and exclusivity
●​ Facilitate all relationships between the guest and the venue – and
enhance rapport, trust and goodwill.

Clarifying guest requirements

It is important for valets to make sure they do exactly what the guest wants,
needs or prefers.
To optimise the likelihood of this occurring you must ensure you
understand what it is the guest wants.
Sometimes the guest will tell you what to do quite clearly and there is no
doubt about what is needed.
At other times the guest will ask for something without providing all the
necessary detail to allow you to fully determine what is required. In these
situations:
●​ Thank the guest for their instructions and ask them follow-up
questions to obtain the detail needed

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●​ Use common sense to meet requirements – to the best of your
knowledge and ability in keeping with:
▪​ Standard house protocols
▪​ Previous service delivery provided to this guest or other guests who
have used valet services
●​ Ask staff of the guest for their interpretation of what is required.
​
 Self- Check 3.1-1
IDENTIFICATION
Instruction: Read the questions carefully. Write T if the statement is True
and F if the statement is False.

______1. Honesty is a basic requirement for all staff.

______2. A Valet Runner performs personal services for the guests.
______3. Dedication means being committed to your job and the guests and
showing enthusiasm about what needs to be done.
______4. Men must be clean shaven – or have whiskers neatly trimmed.
Many valets need to shave twice per day to maintain a suitable
appearance.
______5. Hair neat and tidy – brushed, combed and tied back. Regular hair
cuts should be had to help maintain style and a suitable
appearance.
______6. Hands and nails must be clean and well cared for at all times –
Women should wear only neutral polish avoiding colours and nail
decorations. Men and women must have properly manicured nails.
______7. Regular attention to teeth – meaning regular brushing of teeth and
Dental checks to help avoid bad breath.
______8. Valets need to be able to perform a range of technical skills. This
includes serving food and drinks, cleaning and folding clothes
shining shoes and making reservations.
______9. The important thing to remember when a guest holds a different
opinion, attitude or stance to your own is you have to agree with
them. You have to adopt their orientation; you do not have to serve
them.
______10. Clarifying guest requirements It is important for valets to make
sure they do exactly what the guest wants, needs or prefers.

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 ANSWER KEY 3.1-1

1. T
2. T
3. T
4. T
5. T
6. T
7. T
8. T
9. F
10. T

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 Information Sheet No. 3.1-2
Types of valet services
Learning Objectives:​
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Explain the valet services and its importance
2. Understand the duties and responsibilities of a Valet Runner
3. Follow the correct procedure in welcoming a guest
4. Learn the correct procedure in establishing good rapport with the guest
5. Understand the correct procedure in performing the different types of
valet services.

What is a Valet Runner

Introduction
A Valet Runner performs personal services for the guests. A valet
service staff must be able to deal with all types of guests' requests, needs
and wants professionally. Guests requiring a valet service expect their
belongings and desires to be dealt with quickly and efficiently, with no
damages or losses.

Error! Reference source not found.

Error! Reference source not found.
Introduction
An important starting point for the relationship between valets and guests is
for the valet to be in attendance when the guest arrives to welcome them,
introduce themselves and commence the process of rapport building.
This Section identifies important aspects of this critical phase of a stay when
a guest uses the services of a valet.
Rapport
A valet is very much a frontline staff member and as such it is important
they are able to build rapport with clients.
The word ‘rapport’ comes from the French word ‘raporter’ meaning ‘to bring
back’ which identifies nicely what you are trying to achieve with guests or
clients when you work as a valet – to bring them back to the venue.
Because valets will frequently spend a large portion of their time with guests
it is important rapport is built to enhance the relationship between the guest
and the establishment, and create the foundation for optimal guest
satisfaction.
Building rapport means establishing a relation and connection with the
guest is characterised by agreement and harmony.
The need to build rapport with guests
All communication between valets and guests must be characterised by the
following points, some of which have also been discussed in previous notes:
●​ Consistent use of a professional manner by the valet – in all dealings
with guests
●​ Politeness and courtesy – showing respect for the guest
●​ Use of correct etiquette at all times – behind closed doors as well as
when in public
●​ Use of guest name at all times – or an appropriate alternative such as
‘Sir’ or ‘Madam’
●​ Being truthful at all times – honesty about everything at all times is
essential. The valet needs to create a relationship with the guest such
that the guest can rely on what the valet says as being 100% true and
accurate
●​ While the valet must be tactful, they are not expected to tell lies
●​ Being tactful, diplomatic and discrete – to protect the reputation,
sensitivities and image of the guest
●​ Indicating when a personal opinion is being given – as distinct from
facts
●​ Maintaining privacy and confidentiality issues relating to the guest
and their stay – so other people who do not need to know are not
made aware of guest activities, conversations and meetings. See
Section 3.8
●​ Exhibit a constant willingness to assist – demonstrating ‘nothing is
too much trouble’ and it is a pleasure to serve.
Welcoming the guest
Before the guest arrives
Prior to the arrival of the guest, as a valet you will need to:
●​ Confirm the people in the guest’s party with Reception – by name and
number
●​ Practice saying the guest’s name – where the name is unusual,
difficult to pronounce or the guest is from another country
●​ Identify the correct form of address for the guests – to ensure the
guest is addressed in the most polite and appropriate form as
applicable to their position

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●​ Make a last minute check of the guest room or suite – to verify all is
ready for the arrival of the guest
●​ Conduct or participate in a staff briefing – where a VIP is expected in
the venue it is SOP for all staff to be briefed about:
▪​ The names of those arriving – the VIP guest and all those in the
party
▪​ Schedule for the party – detailing what the guests will be doing and
when they will be doing it
▪​ Allocation of roles and responsibilities to staff – for service delivery
to the guest and their party
▪​ Special arrangements made by the venue that are different to
normal practices and procedures – as required by the guest and as
organised by the venue for the guest
▪​ Things the staff must do and must not do – while the guest and
their party are in residence at the venue
▪​ Ancillary aspects of the visit – such as:
–​ Security arrangements
–​ Media access to the guest
–​ Special events the guest will be hosting or attending
●​ Meet with management to discuss and organise the arrival
addressing:
▪​ Where the guest will arrive – options may be for normal entry
through the front doors of the venue, or discrete entry using an
alternative door
▪​ Expected time of arrival
▪​ Activities organised as part of the arrival, covering issues such as:
–​ Registration
–​ Introductions to staff and others
–​ Media obligations and photo opportunities
▪​ Who will be present to greet the guest – in many instances there
can be a need to accommodate attendance at the arrival of a VIP
by:
–​ Head office staff or management
–​ Dignitaries and officials
▪​ Media attendance – venues will always try to accommodate the
media and give them access while at the same time protecting the
guest
▪​ Security arrangements – relating to crowd control, vehicle access
and screening of individuals and luggage, items and cars
▪​ Transportation of luggage to the room – identifying how this will
occur
 ▪​ The sequence in which ‘welcoming the guest’ will occur – by
identifying the order in which management, staff will be introduced
to the guest.

The welcome
To welcome a guest properly and professionally a valet should participate in
a two-stage welcome.
Stage 1
Stage 1 is the formal, yet quite brief introduction to the guest when they
arrive at the venue.
This is the introduction where the valet is introduced as part of the wider
welcome to the venue conducted by management and involving other staff
including Executive Chef, Head Housekeeper, Duty Manager.
Traditionally:
●​ The venue Manager introduces key staff by name and title to the guest
●​ A very brief word of welcome is given to the guest by each staff
member
●​ A decision needs to be made in advance about whether or not hand
shaking should occur. This could involve communication before
arrival with the guest or their agent to identify guest preferences
●​ Generally speaking:
▪​ There is no shaking of hands
▪​ Staff should be alert to the need to shake hands if the guest offers
to do so
▪​ Hands are not shaken with women unless they offer their hand
▪​ No other form of touching is permitted or appropriate such as
hands on shoulder, or kissing.

Stage 2
Stage 2 is the private and more private and personal introduction where the
valet should:
●​ Uses the guest’s name and greets them and welcomes them to the
venue
●​ Introduces themselves by name and position

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 ●​ Confirms their previously advised requests have been taken care of
●​ Invites questions and further requests
●​ Makes an offer of immediate assistance or a statement indicating they
are ready to help in any way.
Note
This introduction may take place between the valet and the guest, or
between the valet and the agent, manager or PA of the guest.
This highlights the valet may not, on some occasions, welcome the guest in
the traditional sense.

SOP
Welcoming The Guest
Introduction
Valet Runners are guest relation professionals. They play a key role in
fulfilling the needs, wants, and expectations of the guest. A valet runner’s
positive attitude will convey individual courtesy, respect, and concern that
the guest truly expects.
Positive guest relation means that the valet runner is ready at all
times to help the guest and to contribute to the enjoyment of the guest’s
visit.

Welcoming the Guest

The guest and the valet runner meet at the lobby or outside the
guestroom.
1.​ The VR must greet the guest warmly and with a smile
(Narration: Describe the personality and posture of a Valet Runner)
2.​ Use the name of the guest when talking to him/her
3.​ Personally take care of the guest's needs
4.​ Open the door for the guest
5.​ Make suggestions to help the guest enjoy his stay.
6.​ Offer additional help
7.​ Bid the guest goodbye

Introduction
When the guest has settled into their accommodation the valet should be
ready to advise them regarding all the services available to optimise the
satisfaction or effectiveness of their stay.
This Section identifies the variety of services a venue may provide to its VIP
guests
The need for teamwork
Valets should remember they are not on their own when it comes to
providing any service, information or advice to guests.
The establishment, and the other staff, should recognise the role of a valet
and strive to assist wherever possible. In many ways the valet organises for
things to get done through the efforts of others, as compared to actually
doing those things themselves.
This utilisation of others within the establishment applies to offering of
information and advice, as it does to anything else.
Product knowledge
As previously identified it is important for valets to have high levels of
product knowledge about:
●​ The venue itself – with special reference to in-house provisions,
facilities, options and services
●​ The local area and external provisions – including identification and
ability to describe products and services available to meet identified
guest needs.
A standard requirement for all valets is to make a conscious effort to find
out all there is to know about these two large but key areas.
But this is not, perhaps, as important as knowing where to go to get the
information and advice that is required. No-one can know the answers to all
questions a guest can ask, but the valet must at least know where to go to
get the answer.
This could include contacting internal staff including the chef, front office
staff, head bar attendant or executive housekeeper. In addition a range of
external individuals can be contacted included tourist operators, medical
and emergency personnel, religious or professional people.
There is always a strong relationship between valets and Concierge.
The critical aspect to delivering this service is the valet must undertake to
find the answer to a question to which they do not know the answer, with
the same good grace as they show when answering a question they do know
the answer to.
Services
A prime requirement is for valets to be alert constantly to service cues
presenting themselves throughout a guest’s stay.

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There is no single list that can describe every possible available services, so
constant watchfulness coupled with initiative are the keys to advising the
guest on what is available.
While every guest is likely to have individual needs, experience has shown
the following services are often required by guests and valets have a primary
role to play in arranging them:

Providing general valet services

The guest should be advised, where necessary, of the general duties the
valet can provide.
These services include but are not limited to:
●​ Providing general housekeeping duties for the room
●​ Making tea and coffee
●​ Preparing guest clothes and footwear
●​ Undertaking personal errands for the guest
●​ Answering the telephone and door and screening callers

SOP
Receiving a Telephone Call
Introduction
The human factor in all types of communication makes the difference.
Customers need to feel taken care of, well informed and motivated. It's the
opportunity to create relationships for the future of your department.
Receiving a Telephone Call
The human factor in all types of communication and customer service
makes the difference. Customers need to feel taken care of. Good customer
service begins here. In customer service, the telephone is important. The
difference between a positive and negative experience with a phone call is
you.
1.​ Telephone ringing
2.​ Answer the phone on or before the third ring
3.​ Make the standard greetings with a smile
✔​ Identify your department then identify yourself.

✔​ Adding phrases such as “good morning”, “how may I help you”

4. Have a pencil and a paper ready
5. Listen attentively; focus your attention on the caller
6. Write down immediately the caller’s name and room number, time of
request, special request and/or instruction.
7. Answer the inquiries of the guest
8. Repeat all details such as the name and room number, special request
and/or instruction of the guest.
 9. Bid the guest goodbye with some pleasantry
10. Put down the telephone upon hearing the click from the other end

●​ Liaising with guest and venue staff

●​ Making arrangements on behalf of the guest.
This list is by no means comprehensive, it is merely indicative.

Organising special functions

These are commonly small functions often conducted in the guest’s suite,
such as a small cocktail party, but can include larger gatherings where a
bigger area or tables in the dining area are required.
You need to liaise with function, room service or food and beverage staff to
cater for these requests.
Organising excursions and trips
Where the guest is from another town, region or country they frequently
seek advice from valets about day trips and what is ‘best’ to see or what
places are worth visiting.
The advice you provide should reflect any special tastes the guests have. It
is always best to enquire as to what sort of things they prefer. Do they like
natural attractions or do they prefer man-made ones? Have they a liking for
history?
You also need to enquire as to how long they want to spend. Are they
seeking a half-day trip, a full-day trip or do they just want to fill in two
hours?
Once you have clarified these points you should then make appropriate
suggestions and ask as to whether they would like you to book tickets or
make other appropriate arrangements on their behalf.

Making restaurant and theatre bookings

Guests may ask you to make bookings for a nominated restaurant or theatre
event or they may ask for your advice on where to eat or what show to see.
Where they nominate what they want make sure you identify what times
apply and how many people will be going.

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Where they seek your advice once again you will need to ask some questions
to determine their preferences for food and entertainment before making
recommendations.

Arranging room service

Rather than order room service themselves guests will often ask the valet to
organise it.
If the guest identifies what they want ensure you fully understand the order
and have all the necessary details. These include: How many serves? How is
the steak to be cooked? When do they want it delivered?
Also be alert to the opportunity to up-sell by recommending items the guest
may have overlooked.
If the guest has not specified what they want you will, once again, need to
ask questions to identify preferences before making recommendations or
placing an order.
Depending on house policy or guest preference, you may need to serve the
room service order yourself or this may the role of dedicated room service
staff.
Providing general advice
Guests often ask the valet about information relating to personal services
and it is here where your local knowledge will be called on.
Providing information on personal services relates to topics such as:
●​ Hairdressing
●​ Medical requirements
●​ Legal
●​ Shopping.
Whilst most of this information is available to guests in the room
compendium, the valet is expected to verbally provide reliable and
appropriate advice on these topics.
Wherever possible a hard copy of information including brochures or maps
should also be provided.
The advice from the valet should also include ‘local knowledge’ tips such as:
●​ The best way to get to a location
●​ Who to ask for when they get there
●​ Places (shops, precincts) to avoid and places to make sure they go to.

Making or confirming travel arrangements

It is not common for valets to be asked to make large-scale travel
arrangements as most guests already have an itinerary planned, travel
arrangements made and tickets booked.
In some cases, the agent or management for the guest will handle these
issues.
There can however be need for the valet to:
●​ Change travel arrangements – moving the guest to another flight and
changing the departure date or time
●​ Make arrangements for day and side-trips – while the guest is in
residence
●​ Contact the airline or travel agent on behalf of the guest – to confirm
previously made arrangements or tentative arrangements.
Where there is a problem with any previously made arrangements this
needs to be communicated to the guest as soon as possible so the guest can
make alternative arrangements.
It is critical any request from the guest relating to travel arrangements is
acted on promptly.
Any arrangements made on behalf of the guest must be authorised before
final confirmation or payment is made and a copy of all relevant paperwork
must be forwarded promptly to the guest. This included tickets, itinerary
and insurance.

Providing wake-up or reminder calls

Even where the room features an automated wake-up call service the guest
may ask the valet to arrange the call.
Where there is no request for these calls from the guest the valet should
enquire as to whether or not wake-up calls are to be booked.
The valet may give the guest the option of having the wake-up call placed
directly to the guest’s bedside phone, or the valet may take the wake-up call
and then personally knock on the guest’s door to awaken them.
Guests often require reminder calls to remind them of important times or
issues.

Delivering newspapers, coffee or tea first thing in the morning

The guest may need a newspaper the property does not normally provide,
and even where tea and coffee making facilities are provided in-room some
guests prefer to have it brought to them.

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From guest history, the valet will ascertain what newspapers are required,
though it is a good idea to double-check with the guest.
Formal coffee or tea may also be required first thing in the morning, before
breakfast is served or taken.

Ordering and serving breakfast

There may be times when the valet will have to organise a guest’s breakfast:
usually, all breakfast orders are taken the night prior to service, but with
some VIPs, their order may be filled in the morning, as the order is received.
If breakfast is required, the valet will take the order.
All hotel rooms offering breakfast service will provide a menu in the guest’s
room, and the valet should present the guest with this menu and record the
guest’s order taking note of preferences, such as the type of milk the guest
prefers or how they like their eggs cooked.
Valets will often be able to recite the breakfast menu, making personal
recommendations at the same time.
The valet should also ask the guest what time they require breakfast and
how they would like breakfast served.
Some guests may prefer to eat their breakfast in bed, while others will prefer
to eat breakfast at the table in the room or outside on a balcony.
The valet may also ask the guest if they require the morning paper to be
served with breakfast.
Breakfast will normally arrive via room service and it will be the valet’s
responsibility to set up the breakfast according to the guest’s requests.
Should the breakfast be served in bed, the valet may have to open or
uncover certain items, prepare certain foods, and attractively arrange items
on the tray, before presentation to the guest.
Should the breakfast be served at the table, the valet must set out all
breakfast items on the table in accordance with the hotel’s policy and
procedures on such matters, and in accordance with guest requests.
While setting up breakfast, the valet must:
●​ Check all items the guest has ordered have been supplied and special
requests have been delivered
●​ Check all crockery and cutlery is clean and free from marks or spills
●​ Food is served at the correct temperature
●​ Unroll and correctly position cutlery.

Looking after dry cleaning and laundry needs

Even where an internal facility exists and there are dockets in the room to
enable guests to do it themselves many guests will ask the valet to take care
of these requirements.
Some guests will stipulate where the items are to be cleaned (in-house
laundry or an external provider) and how they are to be cleaned.
Others will leave those decisions to your good sense and judgement.

Organising a personal driver, limousine, taxi, or hire car

From guest history it may be possible to ascertain guest preferences for a
personal driver, limousine, taxi or hire car.
The phone number for these services will usually be listed in the guest’s
history.
If not, they can be obtained from the concierge.
Requirements in this regard can be for a one-off/single use time, or a day or
week booking. Ensure you have relevant details relating to location of the
car, times, numbers travelling and expected duration.

Arranging for appropriate security

Security may apply to items the guest wants stored in the establishment
safe. It can also apply to personal security required at their door or on their
floor, in their room, when they leave their room or when they enter or leave
the venue.
Where there are VIPs in the house it is standard practice for their floor or
room to receive extra security attention.

Introduction
A standard requirement for all valets is to deal effectively with guest luggage.
This Section discusses issues related to handling guest luggage.
Basic requirements
In relation to guest luggage a valet needs to:
●​ Organise transfer of the luggage to the rooms using other Front Office
staff, porters or housemen
●​ Unpack the luggage and store the items

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 ●​ Check and service the luggage
●​ Re-pack the luggage when guest departs.

SOP
Un-packing of Guest's luggage
Introduction
Un-packing a guest's luggage is part of the personal service performed
by a Valet Runner. It helps to create a positive impression on the image of
the hotel’s services. Un-packing a guest's luggage will help the client to
settle down comfortably and become organized if he/she has an easy access
on his/her belongings.
Un-packing of Guest's luggage
The Guest and the Valet Runner are inside the room
1.​ The Valet Runner will ask permission before touching the guest's
belongings
2.​ Use Personal Protective Equipment (gloves)
3.​ Choose an empty and flat surface such as a table or bed.
4.​ Segregate the items that need to be ironed, laundered or cleaned.
5.​ Put the items to be laundered inside the laundry bag​
(Laundry bag is inside the cabinet)
6.​ Check the shoes if it needs to be cleaned / repaired​
(For clean shoes ) Place the shoes underneath the corresponding
colors of clothing.
7.​ Sort hats, belts, scarves and other closet accessories out of the bag
and hang on the hooks found on the side of the cabinet
8.​ Place all toiletries such as makeup and hair care items in the shelf /
vanity table.
9.​ Secure any electronic accessories, including cameras, extra batteries,
game cartridges or DVD's and put them together in a shelf or table.
10.​ Check the small pockets of the bags as well the purse or carry-on
luggage for these items.
11.​ Arrange t-shirts and sweaters on separate shelves by color and
sleeve length.
12.​ Fill in the drawers on the following order
o​ Underwear on the top drawers. Shirts and sweaters underneath
o​ Hang blazers one by one, next to each other
o​ Put matching or similar colors together.
o​ Fasten, button or zip so that everything hangs right.
​
Note: Put the colors your client wears most often (usually brown or black) on
the shelves that are easiest to reach.
1.​ All shirts should be hung up together in one section
2.​ Arrange by colors from light to dark with all of one color group
together.
3.​ Follow the same process for skirts, pants, etc.
4.​ Hang pants from the waist or cuffs on a pants hanger
5.​ Check the cabinet for misplaced items
 6.​ Close the cabinet.
Guidelines in Packing Luggage
Introduction
Packing can be both challenging and a battle in attempting to
eliminate the wrinkle war. While there are no “foolproof” remedies to avoid
wrinkles, rolling and bundle wrapping packing methods are the best ways of
packing luggage because they provide a lot of space for the baggage.
Guidelines in Packing Luggage
Procedures: ​
1.​ As a Valet Runner, ask permission from the guest before touching
his/her belongings​
(When packing expensive items such as electronic gadgets or jewelries,
the valet runner should be assisted by a Supervisor/ House Managers)
2.​ Lay everything on the bed including the suitcase
3.​ Make a list of all items you will pack.
4.​ Use Personal Protective Equipment
5.​ Gather all the equipment, tools and materials needed in performing
your tasks:
✔​ Luggage

✔​ Zip lock bags

✔​ Clothes (clean/ dirty)

✔​ Toiletries

✔​ Shoes/slippers

✔​ Name tag

✔​ Mesh bag
6. Roll pajamas, night gowns, sweaters, and other casual wear to fill small
spaces, when possible.
7. Layer each rolled up outfit on the bottom of the suitcase
8. Lay the first heavy clothing such as jacket or pants. Put it on top of the
rolled items; lay it flat in the suitcase without folding.
9. Put the next item on top - it should be placed in the opposite direction
from the first item

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10. Pack each item one at a time in a clockwise direction and allow sleeves,
pant legs, skirt lengths to hang over the edges as you stack more and more
items.
11. Select an object to form the core of the bundle (books, papers or
magazine)
12. Put core object on top of the pile of clothes you have stacked.
13. Start wrapping up your bundle. Begin with the last item you placed
14. Wrap sleeves, pant legs, skirts lengths over the core; neatly wrap the
ends of that item across the core bag on top of the pile
✔​ Wrap each item as neatly as you can.

✔​ Pack tightly.

✔​ Packing loosely wastes precious space and causes clothes to

wrinkle
15. Place your remaining luggage items , like shoes, around the perimeter of
the bundle
16. Put tag for identification NAME, DESTINATION, TEL. NO.
17. Inform the guest that you have finished packing their luggage
18. Bid the guest goodbye.

The need for care

As part of their duties, the valet must care for all guest property.
Primary requirements are you handle all items carefully to avoid damage,
and action is taken to prevent theft or loss.
Care is needed when transporting luggage, when unpacking items and when
storing them.
It is important to realise your actions when handling luggage or guest
belongings is usually visible to others and they will quickly determine
whether or not they believe you are treating items with care and respect or
not.
Taking luggage to guest rooms
Porters or Housemen will usually take guest luggage to guest rooms.
They may do this independently of the valet, who may be with the guest in
their room at this time. Alternatively the valet may accompany them and
oversee or supervise this process.
It is possible one valet stays with the guest and another valet accompanies
the luggage.
Luggage must be treated with care. Much of the luggage is extremely
expensive and must not be treated roughly. Never throw luggage around and
ensure the way items are stacked on trolleys does no harm to them. Avoid
double-stacking as this can damage suitcases and crush contents.
Ensure luggage does not fall off the trolley. Not only does this look bad but it
also presents very real risks of damaging the luggage and breaking contents
within the bags.
A bag that is dropped and which contains a duty-free two-litre bottle of
Scotch will not only smash the bottle, but will also damage clothes and
other items in the bag.
Points to note relating to transferring luggage to rooms include:
●​ Organise sufficient staff – multiple porters are usually required to
handle the relatively large volume of luggage VIP guests bring with
them. Liaison with porters is essential when dealing with VIP guest
luggage
●​ Arrange for sufficient trolleys – if insufficient trolleys are available a
plan detailing the sequence of luggage delivery to rooms must be
created
●​ Ensure rooming sheets are available – and match luggage trolleys to
each room being used by the VIP party. Each room must have its own
trolley. Never try to accommodate luggage from different rooms on the
same trolley
●​ The VIP guest must be serviced first – the focus of delivering the
luggage must be to get the bags to the primary guest before their
retinue receives their luggage
●​ Gratuities are never solicited – most VIP guests make an allowance for
gratuities when they settle their account on departure. Porters will be
advised during the staff briefing they are not to solicit gratuities
●​ Luggage trolleys must be clean and in good condition
●​ Porters must make VIP guest luggage delivery their priority – they
cannot deal with other matters, provide service to other guests or take
directions for other tasks.
Unpacking luggage
The valet must follow guest requests and instructions regarding the
unpacking and storing of items in their luggage as each guest has personal
needs, individual habits and their own way of doing things.
Remember, as valet you are there to serve and not to dictate.
First step
A first step in unpacking luggage is to obtain the keys necessary to open the
luggage and the locks.
Advise the guest if there is evidence of tampering.

Comply with all guest requests and directions

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Some requests from guests when unpacking and storing items may include:
●​ Sending clothing to be dry cleaned or laundered
●​ Sending clothing to be pressed
●​ Need for shoe care, cleaning or polishing
●​ Hanging of suit and clothing bags in wardrobes or on hooks
●​ Brushing clothing to remove lint
●​ Hanging individual clothes in wardrobes on appropriate hangers
●​ Folding clothes and placing in drawers
●​ Providing or arranging basic clothing repairs such as sewing on of
buttons, mending tears and stitching.

Additional points
When unpacking the guest’s luggage, you may also need to:
●​ Check the outsides of the luggage – and clean away any marks
●​ Place luggage on an appropriate surface in the room to avoid damage
– the luggage rack is the most common area to use
●​ Remove all items from the luggage – making sure all items are clean
and dirty items are sent for laundering, or otherwise cleaned as
appropriate
●​ Place clothing and items appropriately:​
▪​ Drawers – jumpers, casual shorts, T-shirts, underwear: ensure all
clothes are neatly folded and stacked according to colour
▪​ Wardrobe – shirts, trousers, coats, suits, skirts, gowns
▪​ Hang similar items together – all suits together, all shirts together
▪​ The purpose of correctly hanging and folding clothes and other
items is to keep the garments ready for use and wrinkle free
▪​ Bottom of wardrobe – shoes:
–​ Place aside shoes requiring attention
–​ Position polished shoes in pairs and stack according to colour and
occasions
▪​ Bathroom or make-up room:
–​ Toilet bags
–​ Make-up cases.
Storage of guest luggage
Guest luggage may be dealt with in a variety of ways once it has been
unpacked but guest preferences and directions must always be complied
with.
Options for dealing with unpacked luggage include:
 ●​ Removal of empty luggage to the venue ‘Luggage Room’. Every item is
tagged to identify the room it came from to facilitate retrieval of the
correct items for the correct room when re-packing and departure
time arrives
●​ Storing of empty luggage in the guest’s room in designated luggage
storage spaces – suites and VIP rooms commonly provide specific
areas where luggage can be stored in-room
●​ Leaving nominated items of luggage in the room and taking other
items to the Luggage Room
●​ Moving empty items of luggage to rooms occupied by members of the
guest’s entourage.

Dealing with damaged luggage

Luggage can become damaged during travel and part of the valet’s job is to
deal with these situations.
When identifying damaged guest luggage as part of the unpacking process
you should:
●​ Advise of the damage straight away – so they are aware of it as soon as
possible. Advice may be provided to the guest or their staff
●​ Ask if the guest wants the luggage repaired or offer to have it repaired
●​ Enquire if the guest wants a substitute item of luggage obtained
●​ Liaise with the guest to determine if they require you to follow-up on the
damage by contacting an airline and seeking compensation.
Security
Standard security protocols must be adhered to when dealing with guest
luggage:
●​ Never allow anyone apart from authorised people to handle or take
items of luggage
●​ Restrict access to areas where guest luggage is stored or being
unpacked – close and lock doors
●​ Notify the guest or their staff as to where luggage has been taken for
storage
●​ Check tags on bags are intact – take remedial action as necessary

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 ●​ Verify locks on bags are fully operational – advise where locks are
damaged or missing
●​ Look for evidence of tampering – and advise where this is detected.

Need for sensitivity

Never ‘force’ valet service on guests.
While valets definitely provide additional service to guests there may be
times when guests simply want their privacy.
They may be tired after a long flight, or they may require time alone to think
and undertake personal tasks.
Be alert for, and respond appropriately to, requests or non-verbal cues to
leave the unpacking till later or for the guests to do it themselves.
Introduction
A major part of delivering valet services is the need to deal with guest
clothes.
This Section presents information relating to this important and ongoing
task. Always follow directions, requests and suggestions made by the guest.
Preparing clothes
Valets are often required to prepare and present guest’s clothing, ready for
the guest to wear.
In cases where the guest has requested their clothing be laid out to wear
they will inform the valet of the clothing they wish to wear. It is then the
responsibility of the valet to identify the right clothing and present it for the
guest to change into.
The more information the valet can obtain, the better.
Some guests will give very precise information about what they want to wear
and leave no doubt about each and every item of clothing, piece of jewellery
or style of shoe.
Other guests will give you a general idea and leave it up to you. This is
fraught with danger and to be avoided wherever possible as it is almost
impossible to determine what the guest’s preferences are.
Before presenting the guest’s clothing ensure:
●​ The clothing is in good condition – no rips, tears, missing buttons,
hanging hems, loose threads and split seams
●​ It is clean – free from stains, lint, dust and other marks
●​ It is pressed and looks presentable.
You must act on behalf of the guest and take all steps and total
responsibility to ensure they are not embarrassed by what you prepare.
Your work must be characterised by respect for the guest and a pride in
what you do.
It is also important to understand the guest has the decision about what
they will wear. It is not part of your job to give an opinion about whether or
not an item is suitable, acceptable or ‘goes with’ another item.
If you are asked to do, remember to use tact, discretion and diplomacy.
Clothes are usually laid out in the sequence in which the guest will dress.
●​ Underwear – socks, bras, stockings and under garments
●​ Tie
●​ Blouse
●​ Dress
●​ Skirt
●​ Jacket
●​ Coat
●​ Scarf
●​ Hat
●​ Gloves.
Items may be placed on a valet chair, on the bed or on an item of furniture
within the room. It is not standard practice to lay items out in the bathroom
but where there is a make-up room, this may be used.
Any personal requests made by guests differing to the above must be
adhered to.
Check all items as you lay them out to verify they are presentable, clean,
pressed and appropriate.
Where you have to prepare and present a subsequent set of clothes for a
different occasion it is a good idea to check with the guest as to whether
what you did last time was acceptable to them or if they would like
something different next time.
Be prepared for all manner of feedback and comments. All guests are
individuals and as such potentially have different preferences.
Pressing guest clothes
It is vital all guest clothes are kept looking presentable.
For many clothes this requires the ironing or pressing of items.
Three options are available to achieve this:

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 ●​The valet irons clothes in the guest room – using a standard iron and
ironing board with all the necessary accompaniments such as spray
bottles for starch and water, and lint removing brushes
●​ Items are sent to the laundry for ironing – this is commonly only done
where there are large quantities of clothing to be pressed or where the
items require the use of special bucks
●​ Laundry staff come to the guest room – and iron clothes in the room
using specialist equipment and products as required.
Before pressing guest clothes you must:
●​ Receive instruction – from senior and experienced laundry staff in the
venue
●​ Practice – so you gain confidence and competence.

Basic pressing tips include:

●​ Shake clothes out before starting to iron them
●​ Check the iron and the ironing surface is clean before use
●​ Iron on an under liner
●​ Check ‘care labels’ on clothing before ironing
●​ Set the iron to the correct temperature and setting. A common
mistake when ironing is to have the iron too hot which can damage
clothes
●​ Use ironing chemicals as appropriate.

SOP
Steps in Laundering / Pressing Guest Clothes
Introduction
Guests have a certain expectation when sending their clothes for
ironing or washing, that it will be done efficiently and quickly, with no
damage or getting lost in the process.
Laundering / Pressing Guest Clothes
Procedure: ​
​
1. Fill in the laundry list found inside the cabinet
a. Name and room number of the guest
b. Type of service to be done on the item
c. Number of items
d. Type of items
e. Special instruction/s of the guest
2. Ask the guest to sign the laundry list for confirmation
3. Ask the guest if they still need further assistance
4. Bid the guest goodbye
5. Take the guest's items to the laundry's receiving area.
6. Sort the items according to:
a. Number of items to be laundered
b. Types of fabric
c. Washing procedure needed by the fabric
d. Stain
e. Colors
f. Sizes, etc.,
7. Ensure that the correct laundry documentation is filled out
a. Guest details are recorded (date, room number, guest name, time)
b. Numbers of items correspond with the laundry list,
c. And note any discrepancies, damage or stains.
8. Endorse the laundry item to the right laundry personnel involved in
performing the tasks
9. Report any discrepancies to your supervisor, e.g. shortage of items to
documentation, damaged items, guest's special requests.
10. Collect guest's clothes from the laundry
11. Deliver guest's clothes
12. Knock on the guestroom door and announce, “Valet Service”
13. Enter the room discreetly
14. Greet the guest and let the guest know your purpose
15. Ask the guest were you can place the laundered items
16. Ask the guest to sign the delivery form
17. Ask the guest if they still need assistance
18. Bid the guest goodbye
19. Close the guestroom door carefully

Online videos
View the following for instruction on how to iron clothes but always follow
house protocols or guest directions where they differ from what is presented.
●​ http://www.youtube.com/watch?v=5MnHirHxqkA
●​ http://www.youtube.com/watch?v=T5PU5S_U_8c
●​ http://www.youtube.com/watch?v=f_3qWYcpxD4
●​ http://www.ehow.com/video_4791107_quick-easy-tips-ironing-clothe
s.html.

Making or organising repairs

The wide variety of requests made to valets often includes a request for
repairs to be made to clothing, shoes or luggage.

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In other instances long-term guests can also be expected to ask you to
arrange repairs to other items such as watches, broken spectacles or
computers.
Minor repairs
Valets may be asked by guests to do small ‘running repairs’ and should have
a comprehensive repair kit available to them to facilitate the execution of
such repairs.
In essence these repair jobs are small in nature such as sewing on a button
or putting a stitch in a hem: there is limit as to what can be done.
In addition valets should be on the lookout for items that require repairing
and ask guests if they would like the item repaired.
Dealing with bigger repair jobs
When faced with a larger repair job the role of the valet is to organise the
repairs rather than actually undertake the repairs.
This may mean sending the item to an in-house department such as
laundry, housekeeping or the maintenance department. It may involve
sending it out-of-house for attention by a professional organisation
specialising in that area.
Valets must ensure charges, where incurred, are posted to the guest’s
account with relevant and supporting documentation also forwarded to
accompany the charges.
See Section 4.1 for more detail regarding guest billing.
In most cases the guest will need to authorise repairs but in many cases the
valet builds up a relationship with the guest that allows them to initiate
such repairs without the usual need for such authorisation.
Who to use?
Most venues will have an established list of reputable businesses they deal
with when acting on behalf of the guest. This will include specialist dry
cleaners, shops, stores, professionals, agencies, authorised dealers and
other ‘preferred suppliers’. These are the businesses to use when it becomes
necessary to go out-of-house for repair work.
In most cases the guest will rely on your good judgement to determine which
business should be used but is always wise to check to identify if they have
a preferred business they wish to handle the item.
Arranging cleaning of clothes
Guests may require clothes to be laundered or dry cleaned.
It is to be expected venues offering valet services will have an on-premises
laundry that can meet these requirements. Your job as valet is to organise
what needs to be done as opposed to actually laundering items or dry
cleaning them.
Arranging for the laundering or dry cleaning of clothes involves:
 ●​ Counting and recording the items to be laundered or dry cleaned
●​ Identifying special attention required such as:
▪​ Stains requiring treatment identifying the cause of the stain if
possible
▪​ Repairs
▪​ Requirements of the guest – specific cleaning methods or a
prohibition on the use of certain chemicals
●​ Identifying and recording of pre-existing damage or problems with the
garments prior to treatment. This ensures the venue is not held
responsible for causing these problems
●​ Checking pockets and remove any items left in pockets
●​ Checking the garments – to look for and remove anything attached to
them such as brooches, name tags, ornaments
●​ Completing internal documentation requesting laundry or dry
cleaning. This documentation forms the basis of charging the guest for
services provided in this regard
●​ Arranging for collection of the items or delivering the items to the
laundry
●​ Specifying time required for items – a VIP guest using a valet receives
preferential treatment in terms of the priority afforded to their clothes
to be cleaned or repaired.
Note: in many cases the guest will not request you to have clothes
laundered or dry cleaned. You will be expected by them to use your initiative
and take action to do what needs to be done.
Cleaning shoes
Quite often the valet will be required to clean and polish guest shoes.
This is probably the single most common job valets are asked to do.

Equipment required
The equipment necessary to polish shoes may include:
●​ Shoe-tree – this is used because it helps to retain shoe shape. You
should never put a shoe-tree in a cold shoe as it may crack the lining
and exterior and incorrectly stretch the shoe
●​ Different types and colours of polish as appropriate to the shoe being
cleaned

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 ●​ Different types of shoe laces. The valet should always check the
condition of laces and replace them where they show signs of wear
●​ Brush Number 1 – to brush away dirt
●​ Brush Number 2 – to add polish
●​ Brush Number 3 – to polish and shine the shoes
●​ A soft cloth to buff the shoes after they have been polished.

Note:
●​ The venue is responsible for providing all the necessary items needed
to clean and polish guest shoes. However in limited cases the guest
may supply their own especially where there have footwear made from
unique materials or they have a preference for a certain product
●​ Never use the one brush for different coloured polish. There should be
one brush for applying, for example, brown polish and another for
black polish.

Procedure
A standard and effective way to polish shoes is:
●​ Place shoe onto shoe-tree – where appropriate to do so
●​ Remove dirt from shoes – with dirt brush
●​ Remove laces – check the way the shoes are laced into the shoes
before removing the laces. This is the way the laces should be
replaced when the shoes have been cleaned
●​ Apply the appropriate polish with polish application brush
●​ Wait for a minute to allow the shoes to dry
●​ Work the polish into surface of the shoes with shine brush
●​ Use the soft cloth to polish and buff shoes until they shine all over
●​ Check laces – replace with new ones if necessary and re-lace the shoe.
Remember, when cleaning shoes:
●​ Use the right polish for the right shoe surface
●​ Clean brushes regularly so they do not transfer dirt and so they look
clean to anyone watching the process
●​ Keep all shoe-cleaning equipment together for easy access and
retrieval.

SOP
Clean Guest Shoes
Introduction
Taking care of shoes through correct polishing is important, not only
for aesthetic reasons in achieving the appealing glossy finish, but also to
preserve the longevity and condition of your shoes by keeping the leather
moisturized and protected from the elements.
Clean Guest Shoes
Procedure:
1. Prepare the materials needed:
✔​ Different colours of polish/wax

✔​ Polishing brushes

✔​ Polishing cloths

✔​ Cleaning brushes

✔​ Cleaning cloth

✔​ Shoe horn

✔​ Shoes

✔​ Shoetrees

✔​ Gloves

✔​ Good morning towel/ newspaper

2. Wear Personal Protective Equipment (disposable gloves )
3. Wear protective clothing
✔​ Put a towel on your lap (if sitting down) or,

✔​ Spread newspaper on the table or any flat surface (if standing)

4. Sit properly on a chair and begin cleaning / polishing the shoe
5. Pick up the shoe by holding the sole
6. Carefully examine the shoe by observing the following:
✔​ Material used (leather, leatherette, plastic, synthetic leather, animal
skin)
✔​ Color of the shoe

✔​ Dirt

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 ✔​ Dent/ scratch/ damage on the shoe.
7. If the shoe has damage, make a report and ask your supervisor to sign
the report.​
Note : Minor repairs should be performed by the assigned Valet Runner
8. Make a mitten on your finger and clean the inner part of the shoe. Use
clean cloth.
✔​ Wrap the corner of the cloth around your first and second fingers of
your dominant hand. Twist the remainder of the cloth to tighten
the portion around your fingers and hold that part in the palm of
your hand.
✔​ When removing dirt and dust on the outer part of the shoes, make
a mitten using four fingers.
✔​ Use a very soft brush if the shoes have beads or if the material
used is sensitive. Remove all dust and dirt by wiping the shoe,
especially the heel and sole with a cloth. Apply the polish
✔​ Start from the tip of the shoe and work your way towards the heel
9. Wait for the shoe to dry completely
10. Buff shoes with a clean, lint free cloth or use a shoe brush to bring out
the shine.
11. Put a tag on the shoe or put the cleaned shoes inside a bag before
delivery
12. Deliver guest shoes
13. Knock on the guestroom door and announce, “Valet Service”
✔​ Knock 3 times and wait for the guest to open the door
14. Enter the room discreetly
15. Greet the guest and let the guest know your purpose
16. Ask the guest where you can place the cleaned shoes
17. Ask the guest to sign the delivery form
18. Ask the guest if they still need assistance
19. Bid the guest goodbye
20. Close the door carefully

Watch the following videos to gain a better understanding of the cleaning

requirements for shoes:
●​ http://www.videojug.com/film/how-to-clean-suede-shoes
●​ http://www.youtube.com/watch?v=_U7Os0S_I7k
●​ http://www.youtube.com/watch?v=IeScJ_Hemno.

Purchasing guest clothes and footwear

Sometimes you may be required to buy clothes and shoes for your guests.
Common situations giving rise to this include:
●​ Guest has forgotten to bring an item with them
 ●​ An item has been damaged and must be replaced
●​ An unexpected need for an item has arisen and the guest wishes to be
dressed appropriately.
Keys to dealing with the need to purchase clothing and footwear for a guest
are:
●​ Obtain as much information from the guest as possible about what is
required – style, size, colour, materials, patterns, sleeves or no sleeves
●​ Where possible obtain a sample of what is required – for example you
may be able to obtain:
▪​ The damaged item that needs to be replaced – this will give an
exact indication of what is required
▪​ A similar item in a different colour which can provide guidance
relating to style and size
▪​ A photograph of what is required
●​ Determine if guest has a preference for shops to be used or brand
names to be bought. Where the guest has no preference, use your
initiative and buy ‘known’ labels
●​ Identify the amount the guest wants to spend
●​ Only deal with shops who:
▪​ Are prepared to come to the venue and make a presentation to the
guest enabling them to see the items first-hand and make a choice.
This demonstrates high levels of service and removes the
responsibility from you of having to make a decision on their behalf
▪​ Are prepared to sell the items on the basis they can be returned if
the guest does not like them, for a full refund
▪​ Will allow multiples of items to be taken ‘on approval’. You may
want to take the one style of garment in a range of different
colours, or you may want to take to show the guest a range of
different styles or sizes for the item they were seeking
●​ Keep all receipts and accompanying paperwork to prove amounts
spent and indicates where items were purchased, and when.

Disbursements
In many cases the venue pays for clothing bought by guests and then
recoups this money by charging the items to the guest’s house account.

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This means you will rarely need to obtain cash or a credit card to make
purchases on behalf of the guest.
Payments made by the venue on behalf of guests are called ‘disbursements’.
Commonly disbursements cover small to medium size expenditures only
such as:
●​ Taxi fares
●​ Flowers
●​ Theatre tickets

Introduction
While guests are staying at the venue they can make a limitless number and
type of requests to their valets.
This Section identifies some of these possible requests and provides advice
on dealing with them.
As already mentioned, valets must never agree to undertake anything that is
illegal or places their personal health or safety at risk. They must also refuse
to do anything which could damage property.
Within the limits of this restriction, valets must adopt the position ‘nothing
is too much trouble for their guests’.
Organising repairs
You may need to organise repairs to equipment and sundry items on behalf
of the guest.
Important aspects to consider in this respect are:
●​ Arrange repairs when asked to do so. Also be on the lookout to
identify items requiring repairs and either ask for permission to have
the repairs done. Be proactive and go ahead and arrange for them to
be undertaken​
​
House rules and the nature of your relationship with the guest will
indicate which course of action is best.
●​ Use external service providers as opposed to internal maintenance
staff. This allows maintenance to continue with their scheduled work
and relieves the venue of any legal obligation attaching to repairs
provided
●​ Use known or ‘preferred providers’ or businesses indicated by the
guest.​
​
In some cases you will have to use businesses who are accredited
dealers or repairers
●​ Ask the guest if there is a limit to how much they want to spend on
repairing the item and whether or not they want a new item
purchased.​
 ​
It can also be useful to ask if the guest requires an item to replace the
one that is being repaired.​
​
You may be required to obtain a quotation for the work to be done
before authorising the repairs
●​ Determine when the guest needs the item. This should be passed on
to the repairer indicating any urgency accompanying the need for the
repairs
●​ Where the repairer is unable to meet these time-related demands the
guest must be immediately notified so they can make appropriate
decisions based on this feedback
●​ Get things moving – you must immediately arranged for the item
needing repairs to be taken to the appropriate business or for it to be
collected as soon as possible from the venue.​
​
You, or other venue staff, may need to personally take the article
where it needs to go.

Making bookings
A common task for valets is to make reservations on behalf of their guests.
Reservations may need to be made for travel, accommodation, theatre,
dining, excursions and tours.
Steps in the process include:
●​ Obtain necessary detail from the guest, advising or making
recommendations and suggestions as appropriate:
▪​ Destination, trip, tour or business
▪​ Dates and times
▪​ Number of reservations required
▪​ Budget
▪​ Preferences for seating, travel, options
●​ Contact necessary businesses to enquire and:
▪​ Make bookings as required
▪​ Confirm reservations, verifying booking details
▪​ Pay for reservations ensuring relevant discounts and commissions
are obtained
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 ▪​ Obtain documentation
●​ Forward documentation including receipts, confirmations, associated
terms and conditions and seating allocations:
▪​ To guest for their use and reference:
–​ Explain variations to original requirements if applicable
–​ Verify details of the reservation
▪​ To accounts department – to enable charges for bookings to be
claimed back from guest where reservations have included
payment by the venue on behalf of the guest.
In some cases, the guest will ask for reservations which will be difficult to
make. In these cases, the influence of the venue and the personal contacts
of the Concierge are used to maximise the effort made on the guest’s behalf.

Making sundry purchases

You are likely to be asked by guests to purchase sundry items on their
behalf.
Items may be purchased from in-house shops or departments or from
outside business. Purchases from internal shops or departments are
commonly charged directly to the guest’s account.
Sundry purchases from external businesses are usually handled as a
disbursement being charged to the venue account or paid for in cash or by
credit card. Charges are then re-couped from the guest.
There is no end to the list of sundry items a guest may require a valet to
purchase – examples include:
●​ Flowers
●​ Gifts
●​ Special need items – items the guest has forgotten or replacement
items for damaged or lost property.
Responding to unusual circumstances
The valet is also usually the first point of contact for the guest when an
‘unusual circumstance’ occurs and there is a need to address it.
While the valet is not expected to personally deal with most of these
situations, they are expected to notify others so they can deal with the
situation.
For example:
●​ A complaint from the VIP guest about noise in an adjoining room. The
valet would contact Management, Front Office or Security to handle
the noise, as opposed to knocking on the door and asking people to
modify their behaviour
●​ A situation where an item in the room is not working. The valet would
contact Housekeeping to arrange for a replacement item or contact
 Maintenance to undertake repairs. The valet would not be expected to
fix the item.
In all ‘unusual circumstances’:
●​ The safety of the guest, their party and the valet is the primary
consideration
●​ The security of guest and venue property is a secondary concern
●​ Immediate action must be taken to address the situation and notify
the appropriate person, department or external authority
●​ House policies and procedures must be implemented. For example as
they apply to dealing with ‘Difficult guests’, ‘Security breaches’, or
‘Evacuation’
●​ The guest must be kept advised of what action has been taken to
address the situation and what will occur as a result.
Arranging for room service
Room service meals, snacks and drinks
There are several options relating to room service in which the valet may be
involved:
●​ Taking the room service order – this may involve:
▪​ Explaining food and beverage items
▪​ Making recommendations based on knowledge of guest preferences
▪​ Recording the order
▪​ Communicating the order to the Kitchen or Room Service area
●​ Setting up the guest room for the room service ordered, this may
include:
▪​ Enquiring where the guest would like to eat or drink
▪​ Removing items from locations where the food or drink is to be
taken
▪​ Laying the table with appropriate cutlery, crockery and
accoutrements
▪​ Preparing glassware, ice buckets and ancillary items including
wine basket, openers or decanters
●​ Serving the room service items that have been ordered:
▪​ This may mean:

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 –​ Leaving the primary service tasks to Room Service staff, and
performing supporting duties such as removing covers from food,
opening bottles and carrying items to the table form the trolley
–​ Completing the full service of all food and drinks from the trolley
delivered to the room by Room Service staff. In this option the staff
who delivered the trolley departs the room leaving the guests only
in the presence of their valet.

Room service functions

Where the valet is asked to cater for a room service function, the service
delivery will involve Function staff or Food and Beverage staff in providing
in-room function set-up, waiting and service duties.
The valet will be responsible for:
●​ Determining guest requirements – such as:
▪​ Type of function
▪​ Numbers
▪​ Timing
▪​ Menu – food and drinks
▪​ Budget
▪​ Supplementary requirements including music, flowers or displays
▪​ Security
Note: the guest is usually responsible for invitations but you should be
alert to the need to assist in this regard. Involve Management or Front
Office where necessary to help the guest
●​ Making suggestions to the guest on the basis of venue knowledge and
known guest preferences
●​ Communicating requirements to the Food and Beverage Manager
●​ Preparing the room in conjunction with Housekeeping staff. This may
involve:
▪​ Cleaning or re-cleaning
▪​ Removal of items or furniture
▪​ Introduction of additional items or furniture.

Introduction
All guests who receive valet service are regarded by venues as VIP guests.
This Section identifies the special VIP treatment such guests may be entitled
to receive.
Background to venue-specific VIP treatment and services

Variations between venues

The exact types of treatments and services provided to VIP guests will vary
between venues. It may even vary between properties belonging to the same
chain or organisation.
Commonly, a VIP who will use valet service will be advised, verbally and in
hard copy form, of the special treatment they can expect to receive. They will
also be encouraged at this stage to communicate any additional special
treatments or services they require.

Reasons for variations

Treatment offered to and services provided for VIPs will vary due to:
●​ Cost – in most cases the venue seeks to show a profit from a stay by a
VIP so the nature and extent of special treatments and services is
restricted by either the price charged for the room or the cost charged
for the valet.​
​
In some cases, the venue may be prepared to ‘break even’ where the
presence of the VIP generates business from other sources or creates
valuable media attention
●​ Physical resources available – a venue is unlikely to spend money
buying materials and equipment just to service a one-off VIP guest
requirements
●​ Ability of staff – venues traditionally operate using the staff they have
and therefore can only function within the expertise and capabilities
of those people.​
​
It is rare, but not unknown, for venues to ‘fly in’ extra staff just to
provide VIP services
●​ Time constraints – this is a major cause of difference. Where the guest
has limited time or is on a tight schedule the capacity of the venue to
deliver certain services and treatments is severalty restricted.
Examples of venue-specific VIP treatment and services
It is possible the following may be made available to VIP guests.

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 ●​ Provision of turn down service, where house protocols are followed
such as:
▪​ The bed is turned down, a mat is laid next to the bed and slippers
and robes are laid out
▪​ Curtains are closed
▪​ Lights are turned on
▪​ A chocolate or similar is presented on the pillows
▪​ The room is serviced
●​ Provision of fruit baskets:
▪​ Often already in the room when the guest first arrives
▪​ Accompanied by a ‘With Compliments’ card
▪​ Refreshed throughout the duration of the guest’s stay as items are
used
●​ Provision of confectionaries including:
▪​ Items requested by the VIP when the booking was made
▪​ Quality, wrapped chocolates
▪​ Petit fours or canapés prepared at the venue
●​ Preferential treatment – because the guest is a VIP, is paying top rates
and is usually influential, they always receive preferential treatment for
everything they want. ​
​
It is the valet’s job to ensure Room Service, the Kitchen, Housekeeping
and other departments as necessary are advised an order or request is
for a VIP thereby indicating the preferential treatment to be provided.​
​
Preferential treatment may include:
▪​ All food and beverage orders are given first priority even before
other existing orders
▪​ Provision of extra items when a product or service is being
delivered:
–​ Services are usually provided for a longer time period than normal
–​ Larger serve sizes
–​ Supplementary products to enhance presentation or service
delivery
●​ Preferential booking and seating privileges in the venue:
▪​ The restaurant or dining areas automatically reserve the best table
for VIPs when a reservation for rooms is taken, even though there
is no definite indication the VIP guest will eat in-house
▪​ Other guests who have reserved the best tables are bumped to
other tables so the VIP can have their seat/table
▪​ Special table set-up including candelabra, better quality crockery,
cutlery and glassware
 ▪​ Allocation of the most competent and knowledge service staff to
their tables
▪​ Notification to the Kitchen regarding attendance of the VIPs
●​ Provision of valet parking. This service may be supplied to all guests
or be reserved only for VIPs. It is often not the valet who actually
provides the valet parking services.​
​
Valet parking involves:
▪​ Taking the guest car once they have arrived and after every
subsequent arrival at the venue after they have been elsewhere and
returned
▪​ Parking them in a secure location, ensuring ready availability
▪​ Recovering and returning the vehicle on request, parking it in a
designated and easily accessible location
▪​ Detailing, cleaning and polishing the vehicle, making sure they
look clean and polished
▪​ Noting mechanical problems with the vehicle and notifying the
guest
▪​ Monitoring service requirements and arranging for same in
consultation with the guest
●​ Delivering items to VIP and guest rooms throughout the day. Other
guests may receive only electronic or telephone notification about the
arrival of items but VIPs will have them delivered directly to their
room.​
​
Items may include:
▪​ Gifts
▪​ Flowers
▪​ Parcels
▪​ Documentation.
House protocols regarding security checks on parcels must be
implemented.
●​ Provision of escort or guide – VIPs may be provided with a local person
with high levels of knowledge about the local area, local customs and
culture to enhance the guest stay. The guide will also help with
arranging shopping, local tours, general knowledge, and introductions to
individuals and businesses.​

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​
Where the guest is from a non-English speaking country, this person will
always be bi-lingual speaking both the language of the country being
visited, and being fluent in English so they can act as interpreter and
communicate effectively.​
​
This person is not the valet but may be organised by the valet or
Concierge
●​ Provision of additional rooms. Venues must be alert to the potential for
VIP guests to need additional rooms when they are staying in a venue.​
​
Standard practice is to ask the guest whether they will require additional
rooms when the initial reservation is received, but often the need for
such rooms can occur on-the-spot in which case it is up to the valet to
arrange what is required with Front Office, Housekeeping, security and
other departments as appropriate.​
​
Additional rooms may be required for:
▪​ Media events and press conferences
▪​ Parties and functions
▪​ Business uses such as meetings, conferences, and presentation of
products.

Provision of VIP treatment and service

Note many of the above treatments and services are provided as part of
standard service delivery for VIPs:
●​ The guest does not need to ask for them. They are simply provided
●​ If the guest specially requests they not be provided, they must not be
provided
●​ Treatments for the VIP may or may not extend to members of the VIP
guest party – by arrangement or in accordance with directions from
the guest or house policies and procedures.

Introduction
Guests receiving valet service have a right to have service delivery adjusted
to suit their individual needs.
This Section identifies what this may apply to and how it may occur.
Adjusting service delivery
At all times there is an essential need for all valets to be customer focused in
their work.
This means the guest must always come first and their needs, wants and
preferences must be accommodated where possible.
VIPs and valet-serviced guests have a right to expect this treatment to a
much greater extent than other guests.
It must always be remembered, staff are there to serve the guest, not to
dictate the service provided.
The keys to achieving this are:
●​ Identify the required changes – make sure to never show annoyance or
frustration with the required changes. Ask the guest or observe what
is occurring to help identify when these changes are required
●​ Advise those necessary for delivering the products or services needing
to be changed
●​ Monitor the changed service or product delivery to ensure it meets
requirements
●​ Take further corrective action when necessary. If changes do not meet
requirements, including apology to the guest.

Examples of adjustments which may have to be made

The possible list of things that may need amending to accommodate
valet-serviced guest need is limitless.
Anything for which plans or arrangements were originally made can need to
be adjusted.
●​ Changes to original notifications for warning calls and wake-up calls
●​ Changes to breakfast arrangements in relation to:
▪​ Style – English, Continental or local
▪​ Time of service
▪​ Items ordered
▪​ Whether the breakfast will be in-room, outside or in the dining
room
●​ Changes to transportation arrangements in relation to local trips and
tours as well as forward travel plans.
●​ Common changes are required to:
▪​ Dates and times
▪​ Destinations including stop-over
▪​ Numbers travelling
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 ●​ Changes to function requests:
▪​ Food and drink
▪​ Numbers
▪​ Seating plans
▪​ Sequence and timing of function-related issues such as arrival of
guests, speeches or entertainment
●​ Changes to in-room furniture:
▪​ Removal of items not wanted by the guest
▪​ Introduction of additional items or furniture
▪​ Provision of replacement items to address broken, damaged or
malfunctioning items
●​ Meeting special requests for bar and food items:
▪​ Products for the in-room bar
▪​ In-room meals
●​ Eliminating nominated aspects of standard service. It is possible the
guest may not want to be provided with some standard aspects of
service so be alert to this possibility. Respond accordingly by only
providing what is required.
Some changes may involve other departments and the valet will need to
inform relevant departments immediately of any changes.

Introduction
Earlier notes have stressed the need for valets to maintain guest privacy and
confidentiality.
This Section reinforces and extends these concepts.

Privacy
Guest privacy refers to the right of the guest to:
●​ Enjoy their personal space and freedom in their room and elsewhere
at the venue
●​ Be free from attention, interference and observation by other guests or
members of the public.
To help ensure this, you will need to:
●​ Enquire when guests wish to be left alone and comply with these
requirements.​
​
Guests may wish time to them or require privacy to meet with
business colleagues or spend with friends or family.​
​
Some guests require privacy at regular times each day, and other
 guests will request it as they feel the need arises.​
​
Guests commonly request privacy shortly after they have checked in
and been roomed
●​ Never disclose the location or room number of guests to anyone
●​ Not allow others to enter the guest room. This includes preventing
other staff entering rooms at times when the guest indicates they wish
their privacy
●​ Divert the room telephone at times the guest wishes privacy
●​ Liaise with other staff – such as:
▪​ Security – who may man the door to the room to prevent
unwelcomed access
▪​ Housekeeping – who may delay or re-schedule room cleaning and
other associated activities
▪​ Front Office – who will hold deliveries rather than deliver them to
the room.
Confidentiality
Maintaining confidentiality is an absolute requirement for a valet. It is 100%
non-negotiable.
Confidentiality means keeping matters to do with the guest to yourself.

The need for confidentiality

Valets have access to a guest’s personal and private life.
The guest may discuss private and personal business matters, activities or
aspects of their private life in front of the valet or with the valet.
None of this information, or issues discussed, can be shared with anyone.
This means:
●​ Anything you hear from the mouth of the guest must not to be
repeated to anyone
●​ Anything you see in the guest room must not be told to anyone,
unless it relates to illegal activity in which case Management are the
only ones to be advised.
The valet, in some cases, may be asked to sign a confidentiality clause or
contract that stipulates guest history, activities and other matters will be
kept in the strictest of confidence.

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This indicates how seriously some guests treat the matter of guest
confidentiality.
Valets must be aware there are ever-present dangers of being sued by
clients for breaches of confidence. This especially relates to business
dealings or issues impacting on their personal reputation.
Every venue will have their own policies and procedures on this matter, but
the intent is the same – to maintain the guest’s trust in you and the venue
by keeping confidential matters, confidential. In brief, anything said or done
in the privacy of the guest’s room is private and must remain confidential.
Where celebrities are staying in-house it is not unknown for media people to
try to obtain ‘inside information’ about those guests. It is common for money
to be offered as an inducement for you to tell. You must maintain your
professionalism and refuse to disclose anything. You must quite simply ‘say
nothing’.
You must refuse to ‘confirm or deny’ anything put to you. Refer the person
to Management, stating it is house policy for the venue never to discuss or
disclose anything about any of its guests.
Any approaches made to you by anyone seeking information about a guest
should be reported to Management or Security.
Introduction
When a VIP guest is preparing to leave the venue and travel on, or return
home, the valet will be engaged in a series of predictable tasks.
This Section identifies those pre-departure and on-departure tasks.
Facilitating check-out
You will always be required to make the check-out of a VIP guest as quick
and smooth as possible.
To accomplish this:
●​ Identify who will finalise the account. This finalisation requires them
to check the charges made to the account, approve them for payment
and pay the account
●​ For many valet-serviced guests it is often a Manager, agent or staff
member who will do this
●​ Ensure all legitimate charges have been added to the guest account.
This ensures the venue recovers all revenue to which it is entitled
●​ Liaise with Front Office regarding preparation and production of the
final account. Verify charges listed or clarify matters where there is
confusion over charges and whether or not they should be included on
the account.​
​
It is important a positive guest stay is not marred by argument over
the charges applying to the stay
●​ Determine who will present the account to the nominated person who
will finalise the account. VIP guests are commonly not required to
 check-out in the ‘normal’ way at Front Office.​
​
The account is usually presented in-person to the guest in their room
by venue Manager, Duty Manager or the Head Receptionist. ​
​
Where the valet presents the account, they must have a delegated
scope of authority to waive charges if there is a query from the guest.

Packing
At the appropriate time the valet may need to pack guest’s luggage.
Sometimes this is not required as the guest or their staff will perform this
task.
A general ‘rule of thumb’ is if the guest required you to unpack their
luggage, they will want you to pack it on departure.
The following are some guidelines to follow when packing:
●​ Liaise with porters to arrange return of empty suitcases and bags to
the guest room
●​ Do not start packing until you are fully prepared and aware of
everything needing to be packed together with the associated luggage.
When unsure, ask the guest what needs to be packed and what
luggage they have to pack items into
●​ Even where you have been asked to pack for guests, they may
nonetheless want to pack some things themselves
●​ Fold clothes according to venue requirements and procedures. Some
properties have instructions on how they want items folded and
packed.​
​
Always make sure you have received venue training in this regard
before packing guest clothes.​
​
Ask a more experienced valet to help you the first several times you
pack for a guest. ​
​
Where no advice or help in this regard exists:
▪​ Pack shirts in folded pairs, reversed and toward each other
▪​ Pack the front of garments toward the front and top of the luggage
▪​ Place shoes into plastic bags inserting shoe-trees as appropriate

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 ▪​ Pack shoes with the soles flat against the sides of the luggage. Pack
into plastic or shoe bags before packing into suitcases
▪​ Pack luggage with heavy items at the bottom and lighter items on
the top
▪​ Complete the packing with a towel to cover all items.

Arranging for luggage pick-up

As part of the departure procedures you may need to:
●​ Organise staff to remove packed cases:
▪​ Specify time for cases to be collected
▪​ Identify number of cases or number of trolleys required
▪​ Identify room numbers
●​ Indicate where luggage must be taken:
▪​ Direct to guest cars in the parking area or out the front of the
venue
▪​ To luggage holding bays for later transport to coaches, cars or
limousines or taxis
●​ Remove existing luggage tags or airline tags from individual items
●​ Arrange luggage tags on behalf of the guest
●​ Double-check all cases and bags are secure – closed, locked and
otherwise secured in accordance with individual guest requirements.
When luggage has been collected you must make a check of all areas to
ensure nothing is forgotten.

Arranging to forward items

Before a guest departs you must speak with them or their representative to:
●​ Capture a forwarding address for mail, parcels, lost property
●​ Obtain contact details including telephone, cell phone, facsimile
number or email address for follow-up as necessary
●​ Identify any expected items which may need to be forwarded and
determine how they could or should be forwarded
●​ Explain charges inherent in forwarding items to the guest.

Arranging accommodation
You may be asked by a departing guest to arrange accommodation for them
although this is a relatively rare request as someone else has usually taken
care of this.
If requested to arrange accommodation:
 ●​ Try to accommodate the guest in a property related to your venue so
there are flow-on benefits in terms of revenue and occupancy
●​ Always remember to obtain appropriate discounts on behalf of the
guest
●​ Capture relevant commissions for the venue.
Before making accommodation reservations, you will need to determine from
the guest
●​ Location – the destination they require the accommodation
●​ Preferences for a specific venue. Many guests are repeat guests and
prefer to stay at a venue they already know and have stayed in before
●​ Dates – identifying ETA and ETD. The number of night should also be
identified to double-check arrival and departure dates
●​ Room type – never assume:
▪​ The guest will always want the best room
▪​ Valet service will be required
●​ Numbers – relating to:
▪​ Number of rooms required
▪​ Number of guests and names
▪​ Which guests will, where applicable, stay in the same rooms
●​ Guest details so that:
▪​ Pre-registration can occur
▪​ Accounts can be established
▪​ Guest history can be accessed
▪​ Method of payment can be identified
●​ Special requests.
In some cases you may be expected to use your common sense to answer
some of the above questions – when in doubt:
●​ Check with the guest for clarification
●​ Book them into a property similar to yours with similar facilities and
prices
●​ Speak with your Manager to get their advice.

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Providing general assistance
You can always expect to be called on to provide ‘general assistance’ when a
guest is preparing to depart your venue, especially when they are leaving the
country.
This information may relate to:
●​ Weather
●​ Travel times
●​ Legally required regulations and requirements relating to complying
with and clearing immigration and customs
●​ Entry and departure taxes
●​ Organising transfers, movement of the guest and their luggage to
airports, dockside or terminals
●​ Recovering taxes paid while staying in the host country
●​ Customs, language and details about the country they are about to
visit.
Where you do not know the answer to queries raised by the guest:
●​ Ask Management
●​ Involve the Concierge
●​ Undertake internet research
●​ Telephone providers
●​ Read relevant documentation
●​ It is never acceptable to say “I do not know” and leave it at that.
The accepted procedure is to:
●​ Apologise for not knowing
●​ Capture details of what the guest wants to find out about
●​ Advise the guest you will make enquiries
●​ Do so
●​ Report back to the guest with your findings

Self- Check 3.1-2

MULTIPLE CHOICES
Instruction: Choose the best answer. Write the letter of your choice in
your answer sheet.
1. Hotel staff that performs personal services for the guest and deal with all
 types of guests’ requests needs and wants professionally.
a. food attendant​ ​ ​ ​ c. receptionist
b. valet runner​ ​ ​ ​ ​ d. housekeeper
2. In welcoming the guest, the guest and the valet runner meet at the lobby
or outside the guestroom. What is the first step must a valet runner will
do.
a. Open the door for the guest​
b. Personally take care of the guest’s needs
c. The VR must greet the guest warmly and with a smile​
(Narration: Describe the personality and posture of a Valet Runner)
d. Make suggestions to help the guest enjoy his stay.
3. Sequence in receiving telephone call
I. Answer the phone on or before the third ring
II. Telephone ringing
III. Make the standard greetings with a smile
IV. Have a pencil and a paper ready
a. I, II, III, IV​ ​ ​ ​ ​ c. IV, I, II, III
b. II, I, III, IV​ ​ ​ ​ ​ d. II, I, IV, III
4. Sequence in receiving telephone call
I. Write down immediately the caller’s name and room number, time of
request, special request and/or instruction
II. Listen attentively, focus your attention on the caller
III. Repeat all details such as the name and room number, special
request and/or instruction of the guest
IV. Answer the requires of the guest
a. I, II, III, IV​ ​ ​ ​ ​ c. II, I, III, IV
b. IV, III, II, I​ ​ ​ ​ ​ d. II, I, IV, III

5. What comes last in receiving telephone call?

a. Bid the guest goodbye with some pleasantry
b. Ask the guest if there is a need for additional help
c. Thanking the guest and bid goodbye
d. Put down the telephone upon hearing the click from the other end
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6. Sequence in cleaning guest shoes
I. Wear personal protective equipment
II. Wear protective clothing
III. Prepare the materials needed
IV. Sit properly on a chair and begin cleaning / polishing the shoe
a. I, III, IV, II​ ​ ​ ​ ​ c. IV, I, II, III
b. III, I, II, IV​ ​ ​ ​ ​ d. III, II, I, IV
7. Sequence in cleaning guest shoes
I. Carefully examine the shoe
II. Make a mitten on your finger and clean the inner part of the shoe
III. Pick up the shoe by holding the sole
IV. Make a report if the shoe has damage and ask your supervisor to
sign the report.​
a. III, I, IV, II​ ​ ​ ​ ​ c. IV, I, II, III
b.​I, III, IV, II​ ​ ​ ​ d. III, II, I, IV
8. Sequence in cleaning guest shoes
I. Wait for the shoe to dry completely
II. Buff shoes with a clean, lint free cloth or use a shoe brush to bring
out the shine.
III. Put a tag on the shoe or put the cleaned shoes inside a bag before
delivery
IV. Deliver guest shoes​
a. III, I, IV, II​ ​ ​ ​ ​ c. IV, I, II, III
b.​I, II, III, IV​ ​ ​ ​ d. III, II, I, IV
9. Sequence in cleaning guest shoes
I. Enter the room discreetly
II. Knock the guestroom door and announce “Valet Service”
III. Greet the guest and let the guest know your purpose
IV. Ask the guest where you can place the polish shoes​
a. III, I, IV, II​ ​ ​ ​ ​ c. IV, I, II, III
b.​I, II, III, IV​ ​ ​ ​ d. II, I, III, IV
10. What is the last step in cleaning guest shoes?
a. Bid the guest goodbye
b. Ask the guest if they still need assistance
c. Deliver guest shoes
d. Close the door carefully
 ANSWER KEY 3.1-2
1. B
2. C
3. B
4. D
5. D
6. B
7. A
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8. B
9. D
10. D

Information Sheet No. 3.1-3

Various type of Hotel guest

Learning Objectives:​
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Error! Reference source not found.
2. Determine guest requirements and preferences
3. Learn the activities of valet runner involved in liaising with other staff

Introduction
While many guests in a venue are walk-ins, guests who require a valet never
arrive without a reservation.
As part of this reservation a request is made for a valet or management
decide a valet will be provided. The guest also provides certain details about
their stay and their needs, wants and preferences during their stay.
This Section identifies how valets may obtain information in advance of the
arrival of a VIP guest who will be receiving valet service.
Why is it important to obtain this information?
It is important to obtain VIP guest information so you can:
●​ Learn about the guest – knowledge is power when used to satisfy the
guest. The more knowledge you have about the guest to be served, the
better you can meet their needs
●​ Identify their individual needs, wants and preferences – so service
delivery can be tailored to meet their personal needs
●​ Meet expectations – where valet service is provided, VIP guests have
high expectations about the standard of service received, and how
they will be welcomed and treated. Meeting or exceeding guest
expectations is important in relation to:
▪​ Attracting repeat business
▪​ Obtaining positive word-of-mouth advertising and endorsements.

Where and how can guest information be obtained?

The need to be proactive

Valets need to be proactive in sourcing information about guests they are
required to service.
They cannot afford to wait for information to be given to them – they must
take action to obtain it.
This may mean valets may:
●​ Ask management to contact the guest and request information from
them
●​ Contact guest support staff (such as personal assistants) to obtain
information.

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Possible sources of guest information
Valets may also use the following to source guest information:

Internal guest history

Where the guest is a repeat visitor to the venue there is a strong possibility
the venue will have details about their previous stay that can be used to
provide information about their next visit.
The internal guest history may be a paper-based report or an electronic file
on the venue CRS containing:
●​ Information from venue staff who served the VIP on their previous
stay/s about:
▪​ Likes and dislikes of the guest
▪​ Things to do and not do for the guest
▪​ Preferences in terms of things such as:
–​ Brand names
–​ Wake-up calls
–​ Food and beverages
–​ Timing of service delivery
–​ Privacy
–​ Personal treatment
–​ Forms of address
●​ Requirements relating to the room – such as preferences regarding:
▪​ Room type or number
▪​ Room set-up on arrival
▪​ Facilities required
▪​ Extra items required
●​ Problems encountered by the guest or their party – so special effort
can be made to avoid a repeat of these issues.

Guest-related communications – verbal and hard copy

The guest may send communication to the venue regarding the upcoming
stay of the VIP guest who will receive valet service.
This communication is traditionally electronic or paper-based but can be
verbal (face-to-face, telephone or Skype).
Where verbal advice is provided to the venue about a VIP guest
requirements you should:
 ●​ Obtain a contact telephone number or email address – to enable
follow-up, clarification or confirmation
●​ Take notes during the discussion – to record what is required, timing
requirements, brands preferred by the guest
●​ Send a transcript of your notes to the agent – asking them to confirm
what you have written, adding anything that is missing or incorrect
●​ Politely enquire if they can send a hard copy of the requests made –
this is often not possible as they have more important things to do.
Agents will believe once they have the venue what is required, that is
all they have to do. They will expect their requests to be met without
further communication.
Some VIPs will have forwarded a list of personal preferences. This list should
be seen as extremely beneficial as it provides valuable insight into what has
to be done to make the guest’s stay a pleasant and positive one.
A valet can never have too much information about a guest, so be grateful
for the information such a list provides.

Discussion with other staff, departments or external providers

Where advance notice a VIP is attending management often arrange a staff
meeting between staff, people and support businesses who have dealt with
the VIP (or similar VIPs) and those who are going to deal with the VIP.
This meeting is very useful as it enables:
●​ Sharing of the experience in dealing with a VIP – it is true most VIPs
are not the same as other guests in a venue. It is important the ‘little
things’ about the guest are shared so valets gain a full appreciation of
what to expect and what the guest is all about
●​ Sharing of needs, wants and preferences of the VIP –so their
requirements can be met
●​ Sharing of known idiosyncrasies of the VIP – so valets are not
surprised or distressed at unusual behaviour, language or attitudes
●​ Planning for the stay – such as allocation of duties, integration of
services, scheduling of activities and preparation of required products
or services.
Examples of pre-arrival information
Information regarding guests who want or merit valet service will greatly
exceed the traditional information captured from other guests when they
make a booking.
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The type of pre-arrival information available may include, but is definitely
not limited to:
●​ Names – of the VIPs and those in their party. Their ‘party’ can include:
▪​ Spouse or partner
▪​ Children – including their age and special; requirements for them:
–​ Entertainment
–​ Food and drinks
–​ Child-minding
▪​ PA's or agents
▪​ Retinue – such as security, cooks, hairdressers, make-up people,
advisors, media personnel, nannies, doctors
●​ Title (if appropriate) – and how the person is to be addressed:
▪​ ‘Your Majesty’
▪​ ‘Your Holiness’
▪​ Culture-specific forms of address and respect to be employed
●​ Special requests – these can relate to specific tasks to be undertaken
when the guest in the venue or during their stay:
▪​ Valets may be asked to run errands, arranging bookings or
functions, obtain nominated items, meet with designated people
▪​ There really is no limit to the range of things a valet may be asked
to do for a guest
●​ Personal preferences – see Section 2.2
●​ Itinerary– this is a list of what the guest is doing during their stay,
where they are going and when it is all happening:
▪​ This is provided so the valet and other venue staff can make sure
they accommodate guest needs. Schedules can range from the very
detailed to general
▪​ Not all guests who use a valet will provide an itinerary
●​ Functions to be organised detailing:
▪​ When they are required – date, start and finish times
▪​ Numbers attending – and who the venue needs to invite
▪​ Where they are to be held – in the venue or at another location
▪​ Menus and drinks required
▪​ Entertainment
▪​ Budget
▪​ Ancillary requirements – theme for the event, colour scheme,
displays.

Introduction
Meeting guest expectations has been identified as an important for valets.
This Section identifies issues to be considered when determining what these
requirements and preferences might be.
How to determine guest requirements and preferences
Guest requirements and preferences can be determined prior to guest
arrival, and once the guest has arrived.
Prior to guest arrival
The techniques discussed in the previous Section should be applied:
●​ Reading internal guest history
●​ Reading hard copy and electronic communication from the guest,
their agent or staff
●​ Talking to the guest, guest staff or management of the venue
●​ Talking to venue staff and external providers who have previous
experience with the VIPs.

When guest has arrived

Every effort must be made to determine as many guest requirements and
preferences before the guest arrives but it is impossible to identify every
possibility prior to arrival.
Where requirements and preferences are not known for an activity, product
or service three keys to determining what is required are:
●​ Use common sense to determine what to provide – based on personal,
venue or local knowledge, and what you see and hear ‘at the time’
●​ Ask the guest or their staff – this should be done:
▪​ As soon as possible – the sooner these questions are raised and
answered, the better. Never leave asking these questions till the
last minute
▪​ By describing options available – where the guest is unaware of
what is available
●​ Clarify specific valet attendance requirements – identifying times the
guest requires valet service for nominated activities.

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Note 1
Asking the guest what they want after they have arrived is not the preferred
option but the reality of valet life is guests are often unable to be contacted
for several days prior to their arrival.

This means arrangements have to be made based on the information

available which is often incomplete.
The key is to make some arrangements based on what is known from
previous experience and then be ready to change things if the need to do so
arises.
Note 2
If you have to ask the guest or their staff about what is required:
●​ Take notes about what is required
●​ Make sure the requirements and preferences are met – to the greatest
extent possible.
Once you have asked about guest requirements and preferences you have
created expectations about them being met, so try to make sure you do not
disappoint the guest.
Always under-promise and over-deliver.
Examples of guest requirements and preferences
The guest may have personal requirements or preferences in relation to:
●​ Specific brands of beverages or food
●​ Newspapers or magazines to be provided in-room
●​ Colours of Smarties to be supplied
●​ Setting of temperature for air conditioning
●​ Calls to the room – reminder or wake-up calls
●​ Car or transport
●​ In-room services – meals, massage, business support, small parties.
Individual requirements for service provision may embrace:
●​ Organising excursions
●​ Making restaurant or theatre bookings
●​ Arranging meetings with local identities, authorities, personalities or
nominated other people, businesses or groups
●​ Providing advice about personal services – such as hairdressing,
medical, legal and shopping
●​ Making or confirming travel arrangements.
Introduction
Valets provide personal service to guests but the total guest experience relies
on teamwork and the cooperation of other staff within the venue as well as
businesses external to the venue.
This Section addresses the need for valets to liaise with other venue staff to
provide the optimum guest experience.
Activities involved in liaising with other staff
When liaising with other staff regarding a guest stay where valet service is
being provided, you may be required to:
●​ Meet with staff to discuss guest stay – and make necessary
arrangements
●​ Share original information about the guest – and any information
provided subsequent to this altering previous knowledge, service
delivery requirements or planning
●​ Organise the arrival of the guest – which may involve:
▪​ Pick-up and transfers
▪​ Preparing the guest rooms as required
▪​ Organise refreshments or meals
▪​ Security and privacy arrangements
▪​ Luggage movement
●​ Notify other staff or departments of guest arrival – depending on the
nature of the arrival this may require:
▪​ Informing management – so they can welcome the guest
▪​ Advising Front Office – especially where management or the valet
handles guest check-in. There can be situations where, rather than
requiring the guest to complete standard check-in procedures,
these are undertaken elsewhere. This can include the guest room
▪​ Confirming guest numbers with the Kitchen or Food and Beverage
department – important where the guest will be eating in-house
▪​ Notifying internal Security regarding:
–​ Numbers of guests
–​ Room numbers
–​ Arrangements made by security personnel accompanying the guest
▪​ Contacting Housekeeping to:
–​ Confirm arrival
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 –​ Verify guest numbers
–​ Verify room allocations
–​ Request special services
▪​ Communicating with whatever personnel or departments necessary
to respond to guest needs and requests as they are identified on
arrival.
Preparing the guest room
When preparing the guest room a valet should:
●​ Ensure any notified requirements are catered for – in accordance with
identified guest needs, wants and preferences
●​ Be involved in the cleaning and preparation of the room – the finished
product always seems to be better if the valet who will provide service
in the room is involved in cleaning and servicing the room
●​ Prepare the room according to venue standards where the guest has
not specified alternative requirements – in practice this can mean:
▪​ Turning nominated lights on or off – in different sections of the
room, or in different rooms of the suite
▪​ Setting the air conditioning
▪​ Setting the levels of sound for the radio, sound system or television
▪​ Setting the radio and television to nominated stations or channels
▪​ Setting the time on clocks in the room
▪​ Opening or closing drapes and curtains
●​ Check the final presentation of the room

Those who may need to be liaised with

External providers
Where provision of services or products for the guest stay relies on external
providers, the valet must:
●​ Contact them
●​ Advise of updated information, arrangements or numbers
●​ Confirm other existing arrangements
●​ Clarify issues as required
●​ Communicate last-minute details – such as:
▪​ Timing and scheduling
▪​ Room numbers
▪​ Names of venue staff who will be involved
▪​ Final requirements for integration of activities or service provision.
The Guest and their staff
There is nearly always a need to speak with the guest or their staff.
This may be required to:
●​ Identify yourself as the valet
●​ Provide your contact details – such as work cell phone, pager number
or extension number
●​ Welcome the guest – and their entourage
●​ Offer to be of service
●​ Identify changes to previously arranged plans, schedules and
requirements
●​ Confirm existing arrangements
●​ Seek answers to questions where the guest was presented with
options but has not decided which option to select.

Introduction
All rooms to be used by guests receiving valet service must be inspected and
checked to ensure they comply with requests by the guest and house
protocols.
This Section considers the checks that should be made.

Inspection of the rooms

Timing
The room or suite to be occupied by the VIP guest must be ready to receive
the guest at least three hours prior to their anticipated arrival.
This means the room has been inspected and checked, and deemed to be
‘ready’.
Ensuring the room is ready at least three hours early allows:
●​ Time to address identified short-comings
●​ The guest to be accommodated should they arrive early.

Personnel involved
It is standard practice for the room to be inspected by all the following.
Separate inspections are recommended rather than a single ‘group
inspection’:
●​ The room attendants who cleaned/serviced the room

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 ●​ The Floor Housekeeper
●​ The Executive Housekeeper
●​ Management
●​ The valets.
Conducting the inspection
The inspection should involve the following activities:
●​ Use a pre-prepared checklist to guide the inspection – based on the
requirements for the guest as communicated to the venue
●​ Cover all aspects of the room:
▪​ Floors, walls, ceilings and carpets
▪​ Fixtures, furniture and equipment
▪​ Appliances and equipment, systems and technology – including
remote control devices fully operational for television, air
conditioning, lights, drapes
▪​ Interior aspects as well as outside areas such as patios, balconies
and court yards
▪​ External appearances of cabinets, drawers, cupboards, wardrobes
as well as inside cleanliness and condition
▪​ Presence and physical location of all complimentary products
▪​ Door locks function smoothly and effectively
●​ Check previously set settings to equipment including radios, lights,
television, systems, clocks – and confirm:
▪​ Operation of all electrical equipment, lights, refrigeration
▪​ Ice is provided as required or in accordance with house
requirements
▪​ Refrigeration is at correct setting
▪​ Alarm clock is not set – to avoid it waking the guest up when not
required
▪​ Telephone and internal communication (message lights,
on-screen/television-based) systems are fully operational
▪​ Television and radio are on designated stations and volume is
correctly adjusted
●​ Confirm the presence of ‘on arrival’ items – such as:
▪​ Flowers in vases or bouquets
▪​ Gifts or gift baskets
▪​ Tickets to events, shows or the theatre

▪​ Confirmation of reservations – for dining, personal services, tours

 ▪​ Products specifically requested by the guest to be available on
arrival – food, reading material, confectionery, drinks and clothing
●​ Use all the senses – for example:
▪​ Check everything looks clean, tidy and as it should be – special
attention must be paid to windows and mirrors
▪​ Check everything smells as it should – with special attention to
‘off’ odours in respect of carpets, refrigeration, toilets and confined
spaces
▪​ Check everything sounds as it should – no excess or unacceptable
levels of noise from fans, refrigeration, heaters or other appliances
or systems.
The need to take action
Checking the room is not an end in itself.
The objective in checking the room is to ensure it meets guest expectations.
This means it is crucial necessary action is taken to address any identified
problems or short-comings.
Remedial action may include:
●​ Re-cleaning the room – or parts of it
●​ Replacing furniture, fixtures or items
●​ Undertaking maintenance or repairs
●​ Re-rooming the guest – moving the guest to another room.

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 Self- Check 3.1-3
ENUMERATION
Instruction: List down the correct answers in the following questions given
below.
1. The internal guest history may be a paper-based report or an electronic
file on the venue CRS containing:

1.__________________​ 2.__________________​ 3._______________

2. In internal guest history, the information from venue staff who served the
VIP on their previous stay/s about:

4.__________________ 5. __________________ 6._______________

3. In internal guest history the requirements relating to the room – such as
preferences regarding
7._______________________
8._______________________
9._______________________
10.______________________
4. The type of pre-arrival information available may include, but is definitely
not limited to:
11._______________________
12._______________________
13._______________________
14._______________________
 15._______________________
16._______________________
5. The guest may have personal requirements or preferences in relation to:
17._____________ 18.____________ 19._____________ 20._______________
21._____________ 22.____________ 23._____________

ANSWER KEY 3.1-3

1.​ Information from venue staff who served the VIP on their previous stay/s
2.​ Requirements relating to the room
3.​ Problems encountered by the guest or their party – so special effort can
be made to avoid a repeat of these issues
4.​ Likes and dislikes of the guest
5.​ Things to do and not do for the guest
6.​ Preferences in terms of things
7.​ Room type or number
8.​ Room set-up on arrival
9.​ Facilities required
10.​ Extra items required
11.​ Names – of the VIPs and those in their party
12.​ Title (if appropriate) – and how the person is to be addressed
13.​ Special requests
14.​ Personal preferences
15.​ Itinerary– this is a list of what the guest is doing during their stay,
where they are going and when it is all happening
16.​ Functions to be organized
17.​ Specific brands of beverages or food
18.​ Newspapers or magazines to be provided in-room
19.​ Colors of Smarties to be supplied
20.​ Setting of temperature for air conditioning
21.​ Calls to the room – reminder or wake-up calls
22.​ Car or transport

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23.​ In-room services – meals, massage, business support, small parties

Information Sheet No. 3.1-4

Equipment, tools needed in valet services

Learning Objectives:​
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Identify the required equipments or tools needed in valet services
2. Learn the proper use of equipments or tools in housekeeping department.
LIST OF TOOLS AND EQUIPMENT

Recommended list of tools, equipment and materials for the training of

a minimum of 25 trainees for Housekeeping NC II are as follows:

TOOLS EQUIPMENT
QTY ITEM QTY ITEM
5 pcs. Mops 1 unit Projector Screen
5 pcs. Brushes 1 unit Overhead Projector
5 pcs. Brooms 2 unit Electric Fan
5 pcs. Buckets 1 pc. First Aid Cabinet
5 pcs. Dust Pans 1 pc. Instructor’s desk chairs
2 pcs. Garbage Receptacles 3 pcs. Fire Extinguisher
5 pcs. Sorting
Baskets
Baskets/ Laundry 2 pcs. Emergency Light
1 pc. Step Ladder 2 pcs. Directional Signage
2 pcs. Squeegee 2 Air condition
units.
2 pcs. Water Hoses 25 Armed Chairs
pcs.
 10 Lint Free Cleaning Cloths 1 unit Telephone
pcs.
10 pcs Scrubbing Foam 1 unit Computer
10 Dish Sponges 1 unit. TV
pcs.
5 pcs. Spray Bottles 1 unit. Video player
5 pcs. Anti-Static Dusters 1 unit. Fax machine
25 Gloves 1 unit. Refrigerator
pcs.
5 pcs. Caution Signs 1 unit. Hairdryer
2 pcs. Mop Squeezer 1 pc. Alarm clock
1 pc. Shelving
MATERIALS 1 pc. Cart
QTY ITEM 1 pc. Trolley
2 reams Bond paper 1 unit. Coffee Maker
25 Folders 1 unit. Electric kettle
pcs.
1 pc. Logbook 1 unit. Electric jug

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 TOOLS EQUIPMENT
QTY ITEM QTY ITEM
1 box Transparency acetate 1 unit Toilet Caddy
2 pcs. White Board 1 unit Carpet sweeper
5 pcs. Whiteboard Markers 1 unit Vacuum cleaner (dry and wet
)
2 pcs. Whiteboard Eraser 1 unit Polisher (electric with
complete accessories)
5 pcs. Marking Pen 1 unit Washers
2 pcs. Stationery 1 unit Dryer
2 sets Linen (for single bed) 1 unit Flat iron
2 sets Linen (for double bed)
1 set Glassware 1 pc. Ironing Board
1 set Cutlery 1 pc. Steam pressers
1 pack Tea 1 pc. Sorting shelves
1 pack Coffee 1 unit Drying cleaning machine
1 pack Sugar
1 pack Powdered Milk
1 pack Biscuits
1 unit Bed (Single ) Cleaning agents
1 unit Bed (Queen) 5 liters Cleaning Detergent
1 pc Holy Bible 5 liters Liquid Detergent
2 pairs Slippers 5 liters Cleaning Solution
5 pcs. Flashlight 5 liters Sanitizing Agents
1 set Light fittings 5 liters Fabric Softener
1 pc. Mirrors 5 liters Chlorine Bleach
5 pcs. Wardrobes Protective clothing
5 pcs. Hangers 5 liters All-Purpose Detergent
2 pcs. Ashtrays 5 liters Stain Removing Agents
5 for Variety of linen and 2 units Furniture and floor polishers
each clothing items and fabrics
items
Discretionary supplies 5 cans Air Freshener
5 Fruits(assorted) 5 cans Pesticides
5 Beverages (assorted) 5 pcs. Deodorizers
cans
5 pcs. Chocolates (assorted) 5 liters Toilet Disinfectant
Training resources/ materials 5 pcs Overalls
25 Enterprise promotional 5 pcs. Jackets
pcs. materials
25 Local tourist information 25 pcs. Aprons
pcs.
5 pcs. Magazines 15 pcs. Goggles
5 pcs. Newspapers 25 pcs. Masks
2 pcs. Lodging agreement 25 pcs. Headwear
Housekeeping textbooks/ 10 pcs. Waterproof clothing and
references footwear
NOTE: Implementation of the training program can be made possible through a MOA
between the Training school and Industry to defray the high cost of equipment
and facilitates which the school cannot afford.

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 Information Sheet No. 3.1-5
Provide valet service to guest

Learning Objectives:​
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Perform the correct procedure in cleaning shoes
2. Follow the correct procedure in cleaning / polishing shoes.
Clean Guest Shoes
Introduction
Taking care of shoes through correct polishing is important, not only
for aesthetic reasons in achieving the appealing glossy finish, but also to
preserve the longevity and condition of your shoes by keeping the leather
moisturized and protected from the elements.
Clean Guest Shoes
Procedure:
1. Prepare the materials needed:
a.​ Different colours of polish/wax
b.​ Polishing brushes
c.​ Polishing cloths
d.​ Cleaning brushes
e.​ Cleaning cloth
f.​ Shoe horn
g.​ Shoes
h.​ Shoetrees
i.​ Gloves
j.​ Good morning towel/ newspaper
2. Wear Personal Protective Equipment (disposable gloves )
3. Wear protective clothing
a.​ Put a towel on your lap (if sitting down) or,
b.​ Spread newspaper on the table or any flat surface (if standing)
4. Sit properly on a chair and begin cleaning / polishing the shoe
5. Pick up the shoe by holding the sole
6. Carefully examine the shoe by observing the following:
a.​ Material used (leather, leatherette, plastic, synthetic leather, animal
skin)
b.​ Color of the shoe
c.​ Dirt
d.​ Dent/ scratch/ damage on the shoe.
7. If the shoe has damage, make a report and ask your supervisor to sign
the report.​
Note : Minor repairs should be performed by the assigned Valet Runner
8. Make a mitten on your finger and clean the inner part of the shoe. Use
clean cloth.
a.​ Wrap the corner of the cloth around your first and second fingers of
your dominant hand. Twist the remainder of the cloth to tighten
the portion around your fingers and hold that part in the palm of
your hand.
b.​ When removing dirt and dust on the outer part of the shoes, make
a mitten using four fingers.
c.​ Use a very soft brush if the shoes have beads or if the material
used is sensitive. Remove all dust and dirt by wiping the shoe,
especially the heel and sole with a cloth. Apply the polish
d.​ Start from the tip of the shoe and work your way towards the heel
9. Wait for the shoe to dry completely
10. Buff shoes with a clean, lint free cloth or use a shoe brush to bring out
the shine.
11. Put a tag on the shoe or put the cleaned shoes inside a bag before
delivery
12. Deliver guest shoes
13. Knock on the guestroom door and announce, “Valet Service”
a.​ Knock 3 times and wait for the guest to open the door
14. Enter the room discreetly
15. Greet the guest and let the guest know your purpose
16. Ask the guest where you can place the cleaned shoes
17. Ask the guest to sign the delivery form
18. Ask the guest if they still need assistance
19. Bid the guest goodbye
20. Close the door carefully

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BUENAFE
TASK SHEET 3.1-5
Title: Clean Guest Shoes
Performance Objective: ​ Given a pair of shoes and the materials in
cleaning guest shoes, you should be able to perform the correct
procedure in cleaning shoes following the standard procedure in
cleaning / polishing shoes
Supplies/Materials​ :​
●​ Different colours of polish/wax
●​ Polishing brushes
●​ Polishing cloths
●​ Cleaning brushes
●​ Cleaning cloth
●​ Shoe horn
●​ Shoes
●​ Shoetrees
●​ Gloves
●​ Good morning towel/ newspaper
Equipment​​ ​ :​
The equipment necessary to polish shoes may include:
●​ Shoe-tree – this is used because it helps to retain shoe shape. You
should never put a shoe-tree in a cold shoe as it may crack the
lining and exterior and incorrectly stretch the shoe
●​ Different types and colours of polish as appropriate to the shoe
being cleaned
●​ Different types of shoe laces. The valet should always check the
condition of laces and replace them where they show signs of wear
●​ Brush Number 1 – to brush away dirt
●​ Brush Number 2 – to add polish
●​ Brush Number 3 – to polish and shine the shoes
●​ A soft cloth to buff the shoes after they have been polished.

Steps/Procedure:
A standard and effective way to polish shoes is:
●​ Place shoe onto shoe-tree – where appropriate to do so
●​ Remove dirt from shoes – with dirt brush
●​ Remove laces – check the way the shoes are laced into the shoes
before removing the laces. This is the way the laces should be
replaced when the shoes have been cleaned
●​ Apply the appropriate polish with polish application brush
●​ Wait for a minute to allow the shoes to dry
 ●​Work the polish into surface of the shoes with shine brush
●​ Use the soft cloth to polish and buff shoes until they shine all over
●​ Check laces – replace with new ones if necessary and re-lace the
shoe.
Remember, when cleaning shoes:
●​ Use the right polish for the right shoe surface
●​ Clean brushes regularly so they do not transfer dirt and so they
look clean to anyone watching the process
●​ Keep all shoe-cleaning equipment together for easy access and
retrieval.

Assessment Method:
●​ Observe the candidates while cleaning guest shoes
●​ Written or oral questions to test candidate’s knowledge on how
to polish / clean guest shoes
●​ Review of portfolios of evidence and third party workplace
reports of on-the-job performance by the candidate

Performance Criteria Checklist 3.1-5

CRITERIA YES NO
Did you….
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1. Cleaned shoes based on guest instructions
2. Place shoe onto shoe-tree to retain shoe shape
3. Use appropriate colors of polish to the shoe being
cleaned
4. Check the condition of laces and replace them
where they show signs of wear
5. Use soft cloth to buff the shoes after they have
been polished
6. Use the right polish for the right shoe surface
7. Clean brushes regularly so they do not transfer
dirt and so they look clean to anyone watching
the
process
Evidence Plan

Competency HOUSEKEEPING NC II
standard:
Unit of PROVIDE VALET / BUTLER SERVICE
competency:
Ways in which evidence will be collected: ​ De
[tick the column] m
on
str
ati
on Wr
& itt
Q en
ue
sti
on
in
The evidence must show that the trainee… g
Defined role of valet in accordance with ✔​ ✔​
enterprise policy
Prepared valet services to be delivered ✔​ ✔​
Delivered valet services within limit of ✔​ ✔​
responsibility
Recorded valet services ✔​ ✔​
*Demonstrated ability to explain the current
role of valet service within the hospitality ✔​
industry
*Demonstrated ability to care for guest property ✔​
*Demonstrated exemplary personal presentation ✔​
and communication standards
NOTE: *Critical aspects of competency

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 TABLE OF SPECIFICATION

# of
Objectives/Content Knowledge Comprehension Application items/​
area/Topics % of
test
Definition of valet 5% 10% 5% 20%
services
Types of valet 5% 15% 5% 25%
services
Various types of hotel 5% 5% 5% 15%
guests
Equipment, tools
needed in valet 5% 0 5% 10%
services
How to provide valet 5% 5% 20% 30%
services to guest
TOTAL 25% 35% 40% 100%
 TABLE OF SPECIFICATION

Test Item Distribution Total

Objectives/Content percent
area/Topics no. of age
Knowledge Comprehens
ion
Applicatio
n items
Definition of valet 1 1 1 3 20%
services
Types of valet 1 1 1 3 25%
services
Various types of 1 0 1 2 15%
hotel guests
Equipment, tools
needed in valet 1 0 1 2 10%
services
How to provide
valet services to 1 1 1 3 30%
guest
TOTAL 5 3 5 13 100%

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 Written Exam
TEST I
IDENTIFICATION
Instruction: Read the questions carefully. Write T if the statement is True
and F if the statement is False.
______1. Honesty is a basic requirement for all staff.
______2. A Valet Runner performs personal services for the guests.
______3. Dedication means being committed to your job and the guests and
showing enthusiasm about what needs to be done.
______4. Men must be clean shaven – or have whiskers neatly trimmed.
Many valets need to shave twice per day to maintain a suitable
appearance.
______5. Hair neat and tidy – brushed, combed and tied back. Regular hair
cuts should be had to help maintain style and a suitable
appearance.
______6. Hands and nails must be clean and well cared for at all times –
Women should wear only neutral polish avoiding colours and nail
decorations. Men and women must have properly manicured nails.
______7. Regular attention to teeth – meaning regular brushing of teeth and
Dental checks to help avoid bad breath.
______8. Valets need to be able to perform a range of technical skills. This
includes serving food and drinks, cleaning and folding clothes
shining shoes and making reservations.
______9. The important thing to remember when a guest holds a different
opinion, attitude or stance to your own is you have to agree with
them. You have to adopt their orientation; you do not have to serve
them.
______10. Clarifying guest requirements It is important for valets to make
sure they do exactly what the guest wants, needs or prefers.

TEST II
MULTIPLE CHOICES
Instruction: Choose the best answer. Write the letter of your choice in
your answer sheet.
1. Hotel staff that performs personal services for the guest and deal with all
types of guests’ requests needs and wants professionally.
a. food attendant​ ​ ​ ​ c. receptionist
b. valet runner​ ​ ​ ​ ​ d. housekeeper
2. In welcoming the guest, the guest and the valet runner meet at the lobby
or outside the guestroom. What is the first step must a valet runner will
do.
a. Open the door for the guest​
b. Personally take care of the guest’s needs
c. The VR must greet the guest warmly and with a smile​
(Narration: Describe the personality and posture of a Valet Runner)
d. Make suggestions to help the guest enjoy his stay.
3. Sequence in receiving telephone call
I. Answer the phone on or before the third ring
II. Telephone ringing
III. Make the standard greetings with a smile
IV. Have a pencil and a paper ready
a. I, II, III, IV​ ​ ​ ​ ​ c. IV, I, II, III
b. II, I, III, IV​ ​ ​ ​ ​ d. II, I, IV, III
4. Sequence in receiving telephone call
I. Write down immediately the caller’s name and room number, time of
request, special request and/or instruction
II. Listen attentively, focus your attention on the caller
III. Repeat all details such as the name and room number, special
request and/or instruction of the guest
IV. Answer the requires of the guest
a. I, II, III, IV​ ​ ​ ​ ​ c. II, I, III, IV
b. IV, III, II, I​ ​ ​ ​ ​ d. II, I, IV, III
5. What comes last in receiving telephone call?
a. Bid the guest goodbye with some pleasantry
b. Ask the guest if there is a need for additional help
c. Thanking the guest and bid goodbye
d. Put down the telephone upon hearing the click from the other end
6. Sequence in cleaning guest shoes
I. Wear personal protective equipment
II. Wear protective clothing
III. Prepare the materials needed
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 IV. Sit properly on a chair and begin cleaning / polishing the shoe
a. I, III, IV, II​ ​ ​ ​ ​ c. IV, I, II, III
b. III, I, II, IV​ ​ ​ ​ ​ d. III, II, I, IV
7. Sequence in cleaning guest shoes
I. Carefully examine the shoe
II. Make a mitten on your finger and clean the inner part of the shoe
III. Pick up the shoe by holding the sole
IV. Make a report if the shoe has damage and ask your supervisor to
sign the report.​
a. III, I, IV, II​ ​ ​ ​ ​ c. IV, I, II, III
b.​I, III, IV, II​ ​ ​ ​ d. III, II, I, IV
8. Sequence in cleaning guest shoes
I. Wait for the shoe to dry completely
II. Buff shoes with a clean, lint free cloth or use a shoe brush to bring
out the shine.
III. Put a tag on the shoe or put the cleaned shoes inside a bag before
delivery
IV. Deliver guest shoes​
a. III, I, IV, II​ ​ ​ ​ ​ c. IV, I, II, III
b.​I, II, III, IV​ ​ ​ ​ d. III, II, I, IV
9. Sequence in cleaning guest shoes
I. Enter the room discreetly
II. Knock the guestroom door and announce “Valet Service”
III. Greet the guest and let the guest know your purpose
IV. Ask the guest where you can place the polish shoes​
a. III, I, IV, II​ ​ ​ ​ ​ c. IV, I, II, III
b.​I, II, III, IV​ ​ ​ ​ d. II, I, III, IV
10. What is the last step in cleaning guest shoes?
a. Bid the guest goodbye
b. Ask the guest if they still need assistance
c. Deliver guest shoes
d. Close the door carefully

TEST III
ENUMERATION
Instruction: List down the correct answers in the following questions given
below.
1. The internal guest history may be a paper-based report or an electronic
file on the venue CRS containing:
 1.__________________​ 2.__________________​ 3._______________
2. In internal guest history, the information from venue staff who served the
VIP on their previous stay/s about:

4.__________________ 5. __________________ 6._______________

3. In internal guest history the requirements relating to the room – such as
preferences regarding
7._______________________
8._______________________
9._______________________
10.______________________
4. The type of pre-arrival information available may include, but is definitely
not limited to:
11._______________________
12._______________________
13._______________________
14._______________________
15._______________________
16._______________________
5. The guest may have personal requirements or preferences in relation to:
17._____________ 18.____________ 19._____________ 20._______________
21._____________ 22.____________ 23._____________

ANSWER KEY
TEST I
1. T
2. T
3. T
4. T
5. T
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6. T
7. T
8. T
9. F
10. T
TEST II
1. B
2. C
3. B
4. D
5. D
6. B
7. A
8. B
9. D
10. D
TEST III
1.​ Information from venue staff who served the VIP on their previous
stay/s
2.​ Requirements relating to the room
3.​ Problems encountered by the guest or their party – so special effort
can be made to avoid a repeat of these issues
4.​ Likes and dislikes of the guest
5.​ Things to do and not do for the guest
6.​ Preferences in terms of things
7.​ Room type or number
8.​ Room set-up on arrival
9.​ Facilities required
10.​ Extra items required
11.​ Names – of the VIPs and those in their party
12.​ Title (if appropriate) – and how the person is to be addressed
13.​ Special requests
14.​ Personal preferences
15. Itinerary– this is a list of what the guest is doing during their
stay, where they are going and when it is all happening
16. Functions to be organized
17. Specific brands of beverages or food
18. Newspapers or magazines to be provided in-room
19. Colors of Smarties to be supplied
20. Setting of temperature for air conditioning
21. Calls to the room – reminder or wake-up calls
22. Car or transport
23. In-room services – meals, massage, business support, small
parties

Performance Test

Specific Instruction for the Candidate

Qualification HOUSEKEEPING NCII
Title Provide valet service to guests
Unit of Competency PROVIDE VALET / BUTLER
SERVICE

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General Instruction:
Please read carefully.
Given the necessary tools, materials and equipment, you are required
to perform valet service to guest (polish / clean guest shoes) and use
appropriate cleaning materials with accepted institutional/ industry
standards. (1 hr)

Specific Instruction:
●​ Applies hygiene and safety
●​ Make sure the materials and tools are prepared
●​ Polish / clean shoes properly according to the standard
●​ Choose your appropriate polisher for cleaning shoes
●​ Present clean and polish shoes.

COMPETENT
NOT YET COMPETENT

List of tools, equipment and materials

Quantity
TOOLS / MATERIALS
Polishing brushes 3pcs
Polishing cloths 3pcs
Cleaning brushes 3pcs
Cleaning cloth 3pcs
Shoe horn 1 pc
Shoes 1 pair
Shoetrees 1 pc
Gloves 2pcs
 Good morning towel/ newspaper 3pcs
Different colours of polish/wax 3 can

RATING SHEET FOR DEMONSTRATION

Trainee name Gerald Keithzman Pasion
Trainer name Jhonalyn P. Buenafe
Qualification Housekeeping NC II
Module Title Providing valet services to guest
Date of
assessment
Time of
assessment
Instructions for demonstration
Given the necessary tools, materials and equipment, you are required to
perform valet service to guest (polish / clean guest shoes) and use

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 appropriate cleaning materials with accepted institutional/ industry
standards. (1 hr.)
MATERIALS & EQUIPMENT:
Written after the Performance test
to show if
✓
OBSERVATION evidence is
demonstrated
During the demonstration of skills, did the Yes No N/A
trainee:
Defined role of valet in accordance with enterprise
policy
Prepared valet services to be delivered
Delivered valet services within limit of responsibility
Recorded valet services
*Demonstrated ability to explain the current role of
valet service within the hospitality industry
*Demonstrated ability to care for guest property
*Demonstrated exemplary personal presentation and
communication standards
The Trainee’s demonstration was:
​ Satisfactory ​ ❑​ ​ ​ ​ Not Satisfactory​ ❑

QUESTIONING TOOL
Questions to probe the candidate’s underpinning knowledge Satisfactory
response
Extension/Reflection Questions Yes No
1. How are shoes being cleaned? ❑​ ❑​
2. How to delivered cleaned shoes to guest? ❑​ ❑​
Safety Questions
3. How do you avoid using one brush for different coloured ❑​ ❑​
polish?
4. What safety procedures would you follow to avoid using ❑​ ❑​
different coloured polish in valet service area?
Contingency Questions
5. What would you do if the shoe lace was damage? ❑​ ❑​
6. What would you do if the guest dissatisfied on the service ❑​ ❑​
you’ve made in cleaning his shoes?
Job Role/Environment Questions ❑​ ❑​
7. What would you do if you used intoxicated polishing wax and ❑​ ❑​
the guest complaints?
8. What would you do if the guest requested another services to ❑​ ❑​
be accomplish quickly on the same day?
Rules and Regulations ❑​ ❑​
9. What is the first rule before you start to work in the ❑​ ❑​
housekeeping department?
10. Being honest is the basic requirement in all staff. Why? ❑​ ❑​
The candidate’s underpinning ❑​ Satisfactory ❑​ Not
knowledge was: Satisfactory

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 Acceptable answers are: Satisfactory
response
Extension/Reflection Questions Yes No
1. Following the right procedure in cleaning / polishing guest
shoes ❑​ ❑​

2. Following the right procedure in room service. ❑​ ❑​

Safety Questions
3. Use different brush for different coloured polish ❑​ ❑​
4. Follow the policy for one use only ❑​ ❑​
Contingency Questions
5. Remove and place another one. ❑​ ❑​
6. Repeat cleaning / polishing shoes ❑​ ❑​
Job Role/Environment Questions ❑​ ❑​
7. Apologize and use non-toxic cleaning chemical ❑​ ❑​
8. Liaise with other staff. ❑​ ❑​
Rules and Regulations ❑​ ❑​
9. Prepare working area. ❑​ ❑​
10. Honesty is the best policy. ❑​ ❑​
The candidate’s underpinning ❑​ Satisfactory ❑​ Not
knowledge was: Satisfactory

Training Activity Matrix

Training Facilities/To Venue Date & Remarks
Activity Trainee ols and (Worksta Time
Equipment tion/
Area)
Valet service
area
Core Computer
Competency #1 Projector Workstati April 15,
Definition of valet Housekeepin on1 2016
services g forms 8am-
Pen and 5pm
paper 21 hrs
Core Valet service
Competency #2 area April 17,
Types of valet Computer 2016
services Projector Workstati 8am-
Housekeepin on 2 5pm
g forms 21 hrs
Pen and
paper
Valet service
area April 19,
Core Computer 2016
Competency #3 Projector Workstati 8am-
Various types of Housekeepin on 3 5pm
hotel guests g forms 21 hrs
Pen and
paper
Valet service
Core area April 21,
Competency #4 Computer 2016
Equipment, tools Projector Workstati 8am-
needed in valet Housekeepin on 4 5pm
services g forms 21 hrs
Pen and
paper
Core Tools/Materi April 23,
Competency #5 als Workstati 2016
How to provide Polishing on 5 8am-
valet services to brushes 5pm
guest 21 hrs
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Polishing
cloths
Cleaning
brushes
Cleaning
cloths
Shoe horn
Shoes
Gloves
Good
morning
towel /
newspaper
Different
colours of
polish / wax
 Date Developed:
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THIRD PARTY
CERTIFICATE
 TRAINING
CERTIFICATE

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valet/butler service JHONALYN P.
BUENAFE
 II. SUPERVISE
TRAINING
DELIVERY

TECHNI-SMART TRAINING AND ASSESSMENT CENTER CORP.

90 Balete Drive Extension Kristong Hari Quezon City 1112

FORM 1.1 SELF-ASSESSMENT CHECKS

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary
data or information which is essential in planning training
 sessions. Please check the appropriate box of your answer
to the questions below.
CORE COMPETENCIES
CAN I…? YES NO
7.​ Provide housekeeping services to guest
1.1 Receive housekeeping request ✔​

1.2 Provide/service housekeeping request ✔​

1.3 Provide advice to guest ✔​

1.4 Liaise with other department ✔​

8.​ Clean and prepare rooms for incoming guests

2.1 Set-up equipment and trolleys ✔​

2.2 Access rooms for servicing ✔​

8.3​ Make-up beds ✔​

8.4​ Clean and clear rooms ✔​

2.5 Clean and store trolleys and equipment ✔​

9.​ Provide valet / butler service

3.1 Provide valet service to guest ✔​

3.2 Display professional standards ✔​

3.3 Care for sector property ✔​

10.​ Laundry linen and guest clothes

4.1 Collect laundry for laundering functions ✔​

4.2 Perform laundering functions ✔​

4.3 Process laundered item ✔​

Date Developed:
CBLM in August 2017 Revision # 00
HOUSEKEEPING
NC II Page 191
Providing Developed by:
valet/butler service JHONALYN P.
BUENAFE
CORE COMPETENCIES
CAN I…? YES NO
4.5​ Return laundered item ✔​

11.​ Clean public areas, facilities and equipment

5.1 Select and set-up equipment and materials ✔​

5.2 Apply cleaning technique ✔​

5.3 Clean and dry areas ✔​

5.4 Maintain and store cleaning equipment and ✔​

chemicals
12.​ Deal with / handle intoxicated guest
6.1 Determine the level of intoxication ✔​
6.2 Apply appropriate procedure ✔​
6.3 Comply with legislation ✔​
Evidences/Proof of Current Competencies
Form 1.2: Evidence of Current Competencies acquired related to
Job/Occupation

Current Proof/Evidence Means of validating

competencies
2.​ Provide housekeeping services to guest
1.5​ Receive ●​ Certificate of ●​ Interview
housekeeping Employment ●​ Third Party
request ●​ Training Certificate ●​ Demonstration
1.6​ Provide/service ●​ Certificate of ●​ Interview
housekeeping Employment ●​ Third Party
request ●​ Training Certificate ●​ Demonstration
1.7​ Provide advice ●​ Certificate of ●​ Interview
to guest Employment ●​ Third Party
●​ Training Certificate ●​ Demonstration
1.8​ Liaise with ●​ Certificate of ●​ Interview
other Employment ●​ Third Party
department ●​ Training Certificate ●​ Demonstration
4.​ Clean and prepare rooms for incoming guests
4.1​ Set-up ●​ Certificate of ●​ Interview
equipment and Employment ●​ Third Party
trolleys ●​ Training Certificate ●​ Demonstration
4.2​ Access rooms ●​ Certificate of ●​ Interview
for Employment ●​ Third Party
servicing ●​ Training Certificate ●​ Demonstration
4.3​ Make-up ●​ Certificate of ●​ Interview
beds Employment ●​ Third Party
●​ Training Certificate ●​ Demonstration
4.4​ Clean and ●​ Certificate of ●​ Interview
clear rooms Employment ●​ Third Party

Date Developed:
CBLM in August 2017 Revision # 00
HOUSEKEEPING
NC II Page 193
Providing Developed by:
valet/butler service JHONALYN P.
BUENAFE
 ●​ Training Certificate ●​ Demonstration
4.5​ Clean and ●​ Certificate of ●​ Interview
store trolleys Employment ●​ Third Party
and equipment ●​ Training Certificate
●​ Demonstration
4.Laundry linen and guest clothes
4.1 Collect ●​ Certificate of ●​ Interview
laundry for Employment ●​ Third Party
laundering ●​ Training Certificate
functions ●​ Demonstration
4.2 Perform ●​ Certificate of ●​ Interview
laundering Employment ●​ Third Party
functions ●​ Training Certificate ●​ Demonstration
4.3 Process ●​ Certificate of ●​ Interview
laundered item Employment ●​ Third Party
●​ Training Certificate ●​ Demonstration
4.4 Return ●​ Certificate of ●​ Interview
laundered item Employment ●​ Third Party
●​ Training Certificate ●​ Demonstration
5. Clean public areas, facilities and equipment
5.1 Select and set- ●​ Certificate of ●​ Interview
up equipment Employment ●​ Third Party
and materials ●​ Training Certificate ●​ Demonstration
5.2 Apply ●​ Certificate of ●​ Interview
cleaning Employment ●​ Third Party
technique ●​ Training Certificate ●​ Demonstration
5.3 Clean and dry ●​ Certificate of ●​ Interview
areas Employment ●​ Third Party
●​ Training Certificate ●​ Demonstration
5.4 Maintain and ●​ Certificate of ●​ Interview
store cleaning Employment ●​ Third Party
equipment ●​ Training Certificate
and ●​ Demonstration
chemicals
Identifying Training Gaps
From the accomplished Self-Assessment Check (Form 1.1) and the
evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.
Form 1.3 Summary of Current Competencies Versus Required
Competencies
Required Units of Current Training
Competency/Learning Competencies Gaps/Requirements
Outcomes based on CBC
1. Provide housekeeping services to guest
1.1 Receive 1.1 Receive
housekeeping housekeeping
request request
1.2 Provide / service 1.2 Provide / service
housekeeping housekeeping
request request
1.3 Provide advice 1.3 Provide advice
to guest to guest
1.4 Liaise with 1.4 Liaise with
other other
department department
2. Clean and prepare rooms for incoming guests
2.1 Set-up 2.1 Set-up
equipment and equipment and
trolleys trolleys
2.2 Access rooms or 2.2 Access rooms or
servicing servicing
2.3 Make-up beds 2.3 Make-up beds
2.4 Clean and clear 2.4 Clean and clear
rooms rooms
2.5 Clean and store 2.5 Clean and store
trolleys and trolleys and
equipment equipment
3. Provide valet / butler service
3.1 Provide valet 3.1 Provide valet
service to guest service to guest
3.2 Display 3.2 Display
professional professional
standards standards
3.3 Care for sector 3.3 Care for sector
property Set-up property Set-up
the tables in the tables in
the dining area the dining area

Date Developed:
CBLM in August 2017 Revision # 00
HOUSEKEEPING
NC II Page 195
Providing Developed by:
valet/butler service JHONALYN P.
BUENAFE
Required Units of Current Training
Competency/Learning Competencies Gaps/Requirements
Outcomes based on CBC
4. Laundry linen and guest clothes
4.5​ Collect laundry 4.1 Collect laundry
for laundering for laundering
functions functions
4.6​ Perform 4.2 Perform
laundering laundering
functions functions
4.7​ Process 4.3 Process
laundered item laundered item
4.8​ Process 4.4 Process
laundered item laundered item
5. Clean public areas, facilities and equipment
5.1 Select and set- 5.1 Select and set-
up equipment up equipment
and materials and materials
5.2 Apply cleaning 5.2 Apply cleaning
technique technique
5.3 Clean and dry 5.3 Clean and dry
areas areas
5.4 Maintain and 5.4 Maintain and
store cleaning store cleaning
equipment and equipment and
chemicals chemicals
6. Deal with / handle intoxicated guest
6.4​ Determine the 6.1 Determine the
level of level of
intoxication intoxication
6.5​ Apply 6.2 Apply
appropriate appropriate
procedure procedure
6.6​ Comply with 6.3 Comply with
legislation legislation

Form No. 1.4: Training Needs

 Module
Gaps Title/Module of Duration (hours)
Instruction
3.1 Provide valet
service to guest 8 HRS
3.2 Display PROVIDE BUTLER /
professional VALET SERVICE TO 8 HRS
standards GUEST
3.3 Care for guest
property 5 HRS

Date Developed:
CBLM in August 2017 Revision # 00
HOUSEKEEPING
NC II Page 197
Providing Developed by:
valet/butler service JHONALYN P.
BUENAFE
 TRAINING PLAN
Qualification: HOUSEKEEPING NC II
Trainees’ Training Training Mode of Facilities/Tools Venue Assessment Date
Requirements Activity/Task Training Staff and Equipment Method and
Time
PROVIDE VALET / BUTLER SERVICE
1.1 Role of valet is
defined in ●​ Different
accordance with colours of
enterprise policy polish/wax
●​ Polishing
brushes
1.2 Valet services ●​ Polishing ●​ Direct April 15,
are prepared to be cloths Execu Observati 2016
1.1 Provide valet delivered Dual Francisca ●​ Cleaning tive on
service to guest training Tamayo, brushes Plaza ●​ Written 8am-
Valet ●​ Cleaning Hotel Examinati 5pm
1.3 Valet services cloth on 8 hrs.
is delivered within ●​ Shoe horn
limit of ●​ Shoes
responsibility ●​ Shoetrees
●​ Gloves
1.4 Valet services ●​ Good morning
is recorded towel/
newspaper
Date Developed:
CBLM in HOUSEKEEPING August 2017 Revision # 00
NC II Page 198
Providing valet/butler service Developed by:
JHONALYN P. BUENAFE
 2.1 Rapport is
established and
feelings of goodwill
are enhanced
between the guest ●​ Different
within limit of colours of
responsibility polish/wax
●​ Polishing
brushes
2.2 Knowledge of ●​ Polishing
individual guest’s cloths ●​ Direct April 22,
2.1 Display records is Francisca ●​ Cleaning Execu Observati 2016
professional accessed and Dual Tamayo, brushes tive on 8am-
standards utilized to provide training Valet ●​ Cleaning Plaza 5pm
personalized and cloth Hotel Written
quality services ●​ Shoe horn Examination 8 hrs.
based on guest ●​ Shoes
instructions and ●​ Shoetrees
enterprise policy ●​ Gloves
●​ Good morning
towel/
2.3 Valet grooming newspaper
and
communication
standards are
followed, in

Date Developed:
CBLM in HOUSEKEEPING August 2017 Revision # 00
NC II Page 199
Providing valet/butler service Developed by:
JHONALYN P. BUENAFE
 accordance with
enterprise policy
3.1 Luggage is set
in room based on
guest instructions
and enterprise
policy

3.2 Guest clothes

may be processed ●​ Different
based on guest colours of
instructions and polish/wax
enterprise policy ●​ Polishing
brushes
●​ Polishing
3.3 Shoes are cloths ●​ Direct April 29,
cleaned based on Francisca ●​ Cleaning Execu Observati 2016
3.1 Care for guest guest instructions Dual Tamayo, brushes tive on 8am-
property training Valet ●​ Cleaning Plaza ●​ Written 5pm
cloth Hotel Examinati
3.4 Repairs are ●​ Shoe horn on 5 hrs.
made or organized ●​ Shoes
based on guest ●​ Shoetrees
instructions, in ●​ Gloves
accordance with ●​ Good morning
enterprise policy towel/
newspaper
3.5 Confidentiality
of guest’s property
and activities is
maintained in
accordance with
legal and ethical
requirements
 Date Developed:
CBLM in HOUSEKEEPING August 2017 Revision # 00
NC II Page 201
Providing valet/butler service Developed by:
JHONALYN P. BUENAFE
 a.​ Achievement
Minutes of the Meeting chart
b.​ Progress chart
Focus Group Discussion 8.​ Feedback
9.​ Slow learners
Date: August 2017 10.​ Other
Agenda: Competency-based Training Delivery concerns
Present: Training Evaluation Report
1.​ Keithzman Buenafe
2.​ Althea Diane Grande 1.​ Title of the Report
3.​ AC Pasion
4.​ Ricky James Pasion 2.​ Executive summary
CBT Concerns Discussions Resolutions/Agree
ment 3.​ Rationale
1.​ CBT Layout
2.​ Monitoring of 4.​ Objectives
Attendance
3.​ Utilization of work
area 5.​ Methodology
4.​ Orientation
a.​ CBT
b.​ Roles 6.​ Results and discussion
c.​ TR This is the body of the report. It should contain the
d.​ CBLM following parts:
e.​ Facilities
f.​ Evaluation system Data interpretation
5.​ RPL Data analysis
6.​ Teaching methods Conclusion
and technique ​
7.​ Monitoring of 7.​ Recommendation
learning activities
 Technical Education and Skills Development Authority
TECHNI-SMART TRAINING AND ASSESSMENT CENTER
CORP.
TRAINEE’S RECORD BOOK

Date Developed:
CBLM in HOUSEKEEPING August 2017 Revision # 00
NC II Page 203
Providing valet/butler service Developed by:
JHONALYN P. BUENAFE
 the guidance of the instructor. The instructor will likewise
indicate his/her remarks on the “Instructors Remarks”
column regarding the outcome of the task accomplished by
the trainees. Be sure that the trainee will personally
Trainee’s No._______________ accomplish the task and confirmed by the instructor.
​ It is of great importance that the content should be
written legibly on ink. Avoid any corrections or erasures and
maintain the cleanliness of this record.
NAME​ ​ ​ :​ GERALD KEITHZMAN PASION ​ This will be collected by your trainer and submit the
same to the Vocational Instruction Supervisor (VIS) and shall
QUALIFICATION​ ​ :​ HOUSEKEEPING NCII form part of the permanent trainee’s document on file.

TRAINING DURATION​ : ​ 436 HOURS THANK YOU.

TRAINER​ ​ ​ :​ JHONALYN P. BUENAFE

NOTES:

Instructions: __________________________________________________________
​ This Trainees’ Record Book (TRB) is intended to serve __________________________________________________________
as record of all accomplishment/task/activities while __________________________________________________________
undergoing training in the industry. It will eventually become __________________________________________________________
evidence that can be submitted for portfolio assessment and
for whatever purpose it will serve you. It is therefore __________________________________________________________
important that all its contents are viably entered by both the __________________________________________________________
trainees and instructor. __________________________________________________________
​ The Trainees’ Record Book contains all the required __________________________________________________________
competencies in your chosen qualification. All you have to do
is to fill in the column “Task Required” and “Date __________________________________________________________
Accomplished” with all the activities in accordance with the __________________________________________________________
training program and to be taken up in the school and with
__________________________________________________________ ●​ Provide
__________________________________________________________ advice to guest
●​ Liaise
__________________________________________________________ with other
__________________________________________________________ departments
__________________________________________________________

__________________​ ​ ​ ___________________
Trainee’s Signature​ ​ ​ Trainer’s Signature
Unit of Competency:
1 PROVIDE HOUSEKEEPING SERVICES TO GUEST
Unit of Competency:
NC Level I 2 CLEAN AND PREPARE ROOMS FOR INCOMING GUEST
Learning Task/Activit Date Instructor
Outcome y Required Accomplishe s Remarks
d NC Level I
●​ Receive Learning Task/Activit Date Instructor
housekeeping Outcome y Required Accomplished s Remarks
requests ●​ Set up
●​ Provide/S equipment
ervice and trolleys
housekeeping
requests

Date Developed:
CBLM in HOUSEKEEPING August 2017 Revision # 00
NC II Page 205
Providing valet/butler service Developed by:
JHONALYN P. BUENAFE
 ●​ Access ●​ Display
rooms for professiona
servicing l valet
●​ Make up standards
beds ●​ Care for
●​ Clean and guest
clear rooms property
●​ Clean and
store
trolleys and
equipment
_____________________​ ​ ​ ______________________
Trainee’s Signature​ ​ ​ Trainer’s Signature
____________________​ ​ ​ ______________________
Trainee’s Signature​ ​ ​ Trainer’s Signature
Unit of Competency:
4 LAUNDRY LINEN AND GUEST CLOTHES

Unit of Competency: NC Level I

Learning Task/Activit Date Instructors
3 PROVIDE VALET / BUTLER SERVICE Outcome y Required Accomplished Remarks
●​ Collect
laundry for
NC Level I laundering
functions
Learning Task/Activity Date Instructor ●​ Perform
Outcome Required Accomplishe s Remarks laundering
d functions
●​ Provide ●​ Process
valet laundered
services to item
guests
 ●​ Return ●​ Clean dry
laundered and wet
item areas
●​ Maintain
and store
cleaning
equipment
_____________________ ​ ​ ​ ____________________ and
chemicals
Trainee’s Signature​ ​ ​ Trainer’s Signature

______________________​ ​ ​ ____________________
Unit of Competency: Trainee’s Signature​ ​ ​ Trainer’s Signature
5 CLEAN PUBLIC AREAS, FACILITIES AND EQUIPMENT
NC Level I Unit of Competency:
Learning Task/Activit Date Instructor 6 DEAL WITH / HANDLE INTOXICATED GUEST
Outcome y Required Accomplishe s Remarks
d
●​ Select and NC Level I
set up Learning Task/Activit Date Instructor
equipment Outcome y Required Accomplishe s Remarks
and d
materials Determine
●​ Apply ●​
cleaning the level of
technique intoxication

Date Developed:
CBLM in HOUSEKEEPING August 2017 Revision # 00
NC II Page 207
Providing valet/butler service Developed by:
JHONALYN P. BUENAFE
 ●​ Apply
appropriate
procedures
●​ Comply
with
legislation

______________________​ ​ ​ ____________________
Trainee’s Signature​ ​ ​ Trainer’s Signature
 TRAINEE’S PROGRESS SHEET

NAME: GERALD KEITHZMAN PASION TRAINER: JHONALYN P. BUENAFE

QUALIFICATION: HOUSEKEEPING NC II ​ ​ ​ ​ ​ NOMINAL DURATION: 21 hrs.

Units of Training Date Date Trainee’s Supervisor’s

Competency Training Activity Duration Started Finished Rating Initial Initial
PROVIDE VALET / BUTLER SERVICE
1.1 Provide valet 1.1 Role of valet is
services to defined in accordance 8 hrs April 15, April 15, Competent
guest with enterprise policy 2016 2016
1.2 Valet services are
prepared to be
delivered

1.3 Valet services is

delivered within limit of
responsibility

Date Developed:
CBLM in HOUSEKEEPING August 2017 Revision # 00
NC II Page 209
Providing valet/butler service Developed by:
JHONALYN P. BUENAFE
 1.4 Valet services is
recorded
2.1 Display 2.1 Rapport is
professional established and feelings 8 hrs April 22, April 22, Competent
standards of goodwill are 2016 2016
enhanced between the
guest within limit of
responsibility
3.1 Care for guest 3.1 Luggage is set in
property room based on guest 5 hrs April 29, April 29, Competent
instructions and 2016 2016
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
Note: The trainee and the supervisor must have a copy of this form. The column for rating maybe used either by giving a numerical
rating or simply indicating competent or not yet competent. For purposes of analysis, you may require industry supervisors to give a
numerical rating for the performance of your trainees. Please take note however that in TESDA, we do not use numerical ratings

Date Developed:
CBLM in HOUSEKEEPING August 2017 Revision # 00
NC II Page 211
Providing valet/butler service Developed by:
JHONALYN P. BUENAFE
 Training Session Evaluation Form

Instruction:
The post training evaluation instrument is intended to measure how
satisfactorily your trainer has done his job during the whole duration of
your training. Please give your honest rating by checking on the
corresponding cell of your response. Your answers will be treated with
outmost confidentially.

Trainer/Instructor
1 2 3 4 5
Name of trainer: JHONALYN P. BUENAFE
1. Orients trainees about CBT, the use of CBLM and
the evaluation system. ✔
2. Discusses clearly the unit of competencies and
outcomes to be attained at the start of every module. ✔
3. Exhibit mastery of the subject/course he/she is
teaching. ✔
4. Motivates and elicits active participation from the
students or trainees. ✔
5. Keep records of evidence/s of competency
attainment of each student/trainees. ✔
6. Instill value of safety and orderliness in the
classrooms and workshops. ✔
7. Instills the value of teamwork and positive work
values. ✔
8. Instills good grooming and hygiene. ✔
9. Instills value of time. ✔
10. Quality of voice while teaching. ✔
11. Clarity of language/dialect used in teaching. ✔
12. Provides extra attention to trainees/students with ✔
specific learning needs.
13. Attends classes regularly and promptly. ✔
14. Shows energy and enthusiasm while teaching. ✔
 15. Maximizes use of training supplies and materials. ✔
16. Presses appropriately. ✔
17. Shows empathy. ✔
18. Demonstrates self-control. ✔

This post training evaluation instrument is intended to measure how

satisfactorily your trainer prepared and facilitated your training. Please give
your honest rating by checking on the corresponding cell of your response.

Use the following rating scales:

​ ​ ​ 5-outstanding
​ ​ ​ 4-very good/very satisfactory
​ ​ ​ 3-good/adequate
​ ​ ​ 2-fair/satisfactory
​ ​ ​ 1-poor/unsatisfactory
PREPARATION 1 2 3 4 5
1. Workshop layout conforms with the components of a ✔
CBT workshop
2. Number of CBLM is sufficient. ✔
3. Objectives of every training session is well explained. ✔
4. Expected activities/outputs are clarified. ✔

DESIGN AND DELIVERY 1 2 3 4 5

1. Course contents are sufficient to attain objectives. ✔
2. CBLM is logically organized and presented. ✔
3. Information sheet are comprehensive in providing ✔
the required knowledge.
4. Examples, illustrations and demonstrations help ✔
you learn.
5. Practice exercise like task/job sheets are sufficient ✔
to learn required skills.
6. Valuable knowledge is learned through the contents ✔
of the course.
7. Training methodologies are effective. ✔
8. Assessment methods and evaluation system are ✔
suitable for the trainees and the competency.
 9. Recording of achievements and competencies ✔
acquired is prompt and comprehensive.
10. Feedback about the performance of learners are ✔
given immediately.
TRAINING FACILITY/RESOURCE 1 2 3 4 5
1. Training resources are adequate. ✔
2. Training venue is conducive and appropriate. ✔
3. Equipment, supplies, and materials are sufficient. ✔
4. Equipment, supplies, and materials are suitable and ✔
appropriate.
5. Promptness in providing supplies and materials. ✔

SUPPORT STAFF 1 2 3 4 5
1. Support staff is accommodating. ✔

Comments/Suggestions:
​ ​ The training provide complete materials, the trainer is
competent and well prepared.

Trainer Self Evaluation

The trainer shall design a self-evaluation questionnaire that he/she shall
answer after the conduct of the training.
(This shall serve as a checklist of what he/she must do)
During the session, did I? YES NO
1. Establish an atmosphere of trust? ✔​
2. Encourage participation of the trainees? ✔​
3. Assist the trainees when they needed assistance? ✔​
4. Consider the feedback of trainees? ✔​
5. Remain aware of non-verbal communication? ✔​
6. Praise effort? ✔​
7. Summarize key points? ✔​
8. Vary activities and task to aid attainment of competency? ✔​
9. Provide opportunities for practice? ✔​
10. Achieve the learning objectives? ✔​

Questions

1. Were there any parts of the session which did not run as expected?
________________None_________________________________________________
_________________________________________________________________
2. Did any unexpected problem arise? Did I deal them correctly?
___________________N/A______________________________________________
_________________________________________________________________
3. Were the session outcomes achieved? If not, why?
_____________YES____________________________________________________
_________________________________________________________________
4. Should anything be changed for the next training session?
________________N/A_________________________________________________
_________________________________________________________________

SUPERVISED INDUSTRY TRAINING OR

ON THE JOB TRAINING EVALUATION FORM
Dear trainees:
​ ​ The following questionnaire is designed to evaluate the
effectiveness of the Supervised Industry Training (SIT) or On the Job
Training (OJT) you had in the industry partners of TECNI-SMART. Please
check the appropriate box corresponding toy tour rating for each question
asked. The result of this evaluation shall serve as a basis for improving the
design and management of the RMVIS to maximize the benefits of the said
program. Thank you for your cooperation.
Legend:
​ 5-Outstanding
​ 4-Very good/Very satisfactory
​ 3-Good/Adequate
​ 2-Fair/Satisfactory
​ 1-Poor/Unsatisfactory

Item Question Ratings

no. INSTITUTIONAL EVALUATION 1 2 3 4 5 NA
1 Has TECHNI-SMART conducted an ✔​
orientation about the SIT/OJT program, the
requirements and preparations needed and
its expectation?
2 Has TECHNI-SMART provided the necessary ✔​
assistance such as referrals or
recommendations in finding the company for
your OJT?
3 Has TECHNI-SMART showed coordination ✔​
with the industry partner in the design and
supervision of your SIT/OJT?
4 Has your in-school training adequate to ✔​
undertake industry partner’s assignment and
its challenges?
5 Has TECHNI-SMART monitored your progress ✔​
in the industry?
6 Has the supervision been effective in ✔​
achieving your OJT objectives and providing
feedbacks when necessary?
7 Did TECHNI-SMART conduct assessment of ✔​
your SIT/OJT program upon completion?
8 Were you provides with the results of the ✔​
industry assessment of your OJT?
Comments/Suggestions:

Item Question Ratings

no. INDUSTRY PARTNER EVALUATION 1 2 3 4 5 NA
1 Was the Industry partner appropriate of your ✔​
type of training required and/or desired?
2 Has the industry partner designed the ✔​
training to meet your objectives and
expectations?
3 Has the industry partner showed ✔​
coordination with TECHNI-SMART in the
design and the supervision of the SIT/OJT?
4 Has the industry partner and its staff ✔​
welcomed you and treated you with respect
and understanding?
5 Has the industry partner facilitated the ✔​
training, including the provision of the
necessary resources such as facilities and
equipment needed to achieve your OJT
objective?
6 Has the industry partner assigned a ✔​
supervisor to oversee your work or training?
7 Was the supervisor effective in supervising ✔​
you through regular meetings, consultations
and advise?
8 Has the training provided you with the ✔​
necessary technical and administrative
exposure of real world problems and
practices?
9 Has the training program allowed you to ✔​
develop self-confidence, self-motivation and
positive attitude towards work?
10 Has the experience improved your personal ✔​
skills and human relations?
11 Are you satisfied with your training in the ✔​
industry?
 Comments/Suggestions:

Signature:

Qualification: HOUSEKEEPING NC II

Printed Name: GERALD KEITHZMAN PASION

Supervisor:

Host industry Partner: ​ ​

Instructor: JHONALYN P. BUENAFE

Period of Training: APRIL 15- JUNE 1, 2016

THIRD PARTY
CERTIFICATE
 TRAINING
CERTIFICATE
III. Maintain
Training
Facilities
SHOP LAYOUT
 Template #1
OPERATIONAL PROCEDURE
Equipment Type Vacuum Cleaner
Equipment Code VC-001
Location Tool Room
Operation Procedure:

PRE-OPERATIONAL SAFETY CHECKS

1.​ Secure any loose clothing or jewellery. Covered footwear should be
used when operating this machine.
2.​ Consider best practice for the placement of chairs on desks at the end
of the day. Discuss any requirements or adjustments to practice with
your administration.
3.​ Do not use machine where there is water on the surface to be
vacuumed (e.g. wet carpets, benches).
4.​ Unwind electric cord completely. Avoid placing across doorways and
walkways to prevent trips.
5.​ If the vacuum is not connected to a safety switch either permanently
installed at the switchboard or a portable safety switch, then check
that the tag and test certificate is current.
6.​ Check collection bag before starting to ensure it is empty, this will
reduce dust and weight load.
7.​ Adjust wand length to suit worker and move the intake hose
connection to the preferred side.
8.​ Loosen shoulder straps on machine to allow ease of fitting if required.
Adjust harness to suit.
9.​ Smaller workers may need to select alternate equipment if unit is too
large or heavy.
10.​ Vacuum must never be lifted directly from the floor and onto the
back in one movement. Sit vacuum on bench of appropriate height and
back into harness or get a team member to help.
11.​ Adjust the straps so that the harness is firm against the back and
hips allowing a finger to be placed comfortably under the strap.
STARTING AND USING THE VACUUM
1.​ Stand upright; all operations with this equipment should be
undertaken with the intention of maintaining the back’s natural
curves.
2.​ Use during low traffic times to minimise the trip and catch hazards
associated with the cord.
3.​ Switch machine on using the rocker switch at the side of the machine.
4.​ Vacuum floor by moving the floor tool across the surface in a to and fro
motion overlapping slightly to complete the area to be cleaned. Adjust
suction to suit floor surface to reduce the force required to push/pull
the vacuum head.
5.​ To move from one area to another it is important to switch off the
machine, switch off at the power point, disconnect lead and move to
new area, winding and unwind the electrical lead completely from the
machine end. Do not “daisy chain” cords together when vacuuming
large areas, instead turn off GPO switch, unplug and re-plug the cord
as you move along.
6.​ This procedure is also required at the completion of each shift.
7.​ Empty the dust bag regularly.
HOUSEKEEPING
1.​ Switch off machine, disconnect the lead from the power and roll from
the machine to the end.
2.​ Leave the machine in a clean and tidy state.
3.​ Hoses and electrical leads should be coiled and tied for protection
against damage and for ease of storing. All attachments should be
removed and stored suitably e.g. on a shelf or in boxes.
Do not lend vacuum to builders for work site clean-up, especially
after asbestos work. Builders are required to supply their own
equipment to clean up after themselves.​
Template #2

HOUSEKEEPING SCHEDULE
Qualificat HOUSEKEEPING NCII Station/Bldg Housekeeping
ion dept.
Area/Sec Practical work area
tion
In-Charge Trainer
Schedule for the 2nd Semester,
Responsi 2011
ACTIVITIES ble
Person Dail Ev Wee Ever Mon Rema
y ery kly y thly rks
oth
 er 15th
Da Day
y
1. Clean and check Students x
housekeeping (by
equipment/ groups)
accessories from
dust and oil; dry Maintena
and properly nce,
laid-out/ janitor,
secured/stable helper
2. Clean and Students x
sanitize all tools (by
used in cleaning groups)

3. Clean and Students x

arrange working (by
tables according groups)
to floor
plan/lay-out;
check stability
4. Clean and check Students x
floor, walls, (by
windows, ceilings groups)
•​ cobwebs and
outdated/unn
ecessary
objects/items
•​ obstructions
•​ open cracks
(floor)
5. Clean and check Students x
work shop (by
ventilation and groups)
illumination by
dusting
lamps/bulbs,
replacing
non-functional
lamps and
keeping exhaust
clean
6. Clean and check Students x
computer set (by
-monitor, CPU, groups)
keyboards,
mouse – free,
unnecessary
markings, dust;
cables and plugs
are in order;
well-arranged; all
items functional
7. Clean, inspect x
air conditioning
equipment:
•​ keep screen
and filter free
from dust/rust
•​ Check if
drainage is OK
8. Clean, check Students x
and maintain (by
Tool Room groups)
•​ Free of dust,
not damp
•​ Tools in
appropriate
positions/locat
ions
•​ With visible
labels/signage
•​ Logbook and
forms are
complete, in
order and
updated
•​ Lights,
ventilation –
OK
10. Clean and Students x
check Rest Room (by
•​ Urinals, bowls, groups)
wash basins,
walls and
partitions are
 free from
stains, dirt,
oils, graffiti
and
unnecessary
objects;
•​ Ceilings free
from cobwebs
and dangling
items
•​ Floor is kept
dry; no broken
tiles or
protruding
objects
•​ Equipped with
dipper and
pails; properly
located after
use
•​ Water systems
is functional:
no
dripping/dama
ged faucets or
pipes
•​ Drainage
system is
working, no
water-clogged
areas
•​ No offensive
odor
•​ Lights
/Ventilation –
OK
9. Clean and check Students x
wash area: (by
•​ Walls/Floors- groups)
–free from oils,
molds, broken
tiles, gums,
stains or
graffiti
 •​ Drainage
system is
functional
•​ Water system
functional; no
dripping
faucets or
leaking pipes
•​ Free from
unnecessary
objects (mops,
rags)
10. Clean and Students x
maintain public (by
areas by groups)
sweeping/
removing fallen
leaves, branches,
debris and other
refuse,
impounded
water, clearing
pathways of
obstructions
11. Disposal of Students x
waste materials (by
(Follow waste groups)
segregation
system)
Template #3
HOUSEKEEPING SCHEDULE
DAILY TASK YE NO
S
Clean and check housekeeping equipment/ accessories from
dust and oil; dry and properly laid-out/ secured/stable
Clean and sanitize all tools used in cleaning
Clean and arrange working tables according to floor
plan/lay-out; check stability
Clean and check Rest Room
•​ Urinals, bowls, wash basins, walls and partitions are free
from stains, dirt, oils, graffiti and unnecessary objects;
•​ Ceilings free from cobwebs and dangling items
 •​ Floor is kept dry; no broken tiles or protruding objects
•​ Equipped with dipper and pails; properly located after use
•​ Water systems is functional: no dripping/damaged
faucets or pipes
•​ Drainage system is working, no water-clogged areas
•​ No offensive odor
• Lights /Ventilation – OK
Clean and check wash area:
•​ Walls/Floors- –free from oils, molds, broken tiles, gums,
stains or graffiti
•​ Drainage system is functional
•​ Water system functional; no dripping faucets or leaking
pipes
• Free from unnecessary objects (mops, rags)
Clean and maintain public areas by sweeping/ removing fallen
leaves, branches, debris and other refuse, impounded water,
clearing pathways of obstructions
Disposal of waste materials
WEEKLY TASK YE NO
S
Clean and check floor, walls, windows, ceilings
•​ cobwebs and outdated/unnecessary objects/items
•​ obstructions
•​ open cracks (floor
Clean and check work shop ventilation and illumination by
dusting lamps/bulbs, replacing non-functional lamps and
keeping exhaust clean
Clean and check computer set -monitor, CPU, keyboards,
mouse – free, unnecessary markings, dust; cables and plugs
are in order; well-arranged; all items functional
Clean, check and maintain Tool Room
MONTHLY TASK YE NO
S
Clean, inspect air conditioning equipment:
•​ keep screen and filter free from dust/rust
• Check if drainage is OK
Template #4
HOUSEKEEPING EQUIPMENT MAINTENANCE SCHEDULE*
EVERY 8 HOURS EVERY WEEK
•​ We Clean and check ●​ We conduct inventory if the
housekeeping equipment/ equipment are still functional
accessories from dust and oil;
dry and properly laid-out/
secured/stable
 Template #5
EQUIPMENT MAINTENANCE SCHEDULE
EQUIPMENT TYPE Vacuum Cleaner
EQUIPMENT CODE VC-001
LOCATION Tool Room
Schedule for the Month of March
MANPOWE Daily Every Weekly Ever Monthly Remark
ACTIVITIES R Other y s
Day 15th
Day
1. Check ✔​
panel
board, and
circuit
breakers’
electrical
connection
s, cables
and outlets
●​ Clean
and kept
dry
●​ Parts are
well-secu
red/atta
ched
●​ Properly
labeled
2. Check ✔​
Cleaning
equipment:
●​ Clean
and kept
dry
●​ Parts are
well-secu
red/
attached
●​ Inspect
for
damages
and
replace
parts if
 necessar
y
3. Check ✔​
adjustment
lever’s if
functional
(amperages
/speed); if
not,
calibrate
4. Run the ✔​
equipment
for 5
minutes
and
observe for
unusual
noise or
abnormal
operation;
if repair is
necessary,
send to
technician.

Template #6

WORKSHOP INSPECTION CHECKLIST

Qualification HOUSEKEEPING NCII

Area/Sectio PRACTICAL In-Char TRAINER,STUDENT
S AND INSTITUTION
n WORK AREA ge MAINTENANCE

YE NO INSPECTION ITEMS
S
Are polishing wax for cleaning shoes are safe?
●​ Free from toxin
●​ Odorless
●​ Eco-friendly

Are shoe trees properly installed?

Are shoes free from dust?
 Clean and arrange working tables according to floor
plan/lay-out; check stability?
●​ Table and chair are well arranged
●​ Secured
●​ Stable
Disposal of waste materials?
(Follow waste segregation system)
●​ All waste materials are properly full out
●​ All waste materials are properly segregated
●​ All trash bins are well clean and sanitized
Unplug the electricity equipment, wipe the table
and chair?
●​ All equipment are properly unplug and secure
●​ Table and chair are properly arranged

Floor is well cleaned and sanitized

Remarks: Proper maintaining applied, the area is good to
utilize.
Inspected by: JHONALYN P. BUENAFE
Date: August 22, 2017

Template #7
EQUIPMENT MAINTENANCE INSPECTION CHECKLIST
Equipment Type​ :​
Property Code/Number​ :​
Location​ :​
YE NO INSPECTION ITEMS
S

Remarks:
Inspected by: Date:

Template#8
DANGER/CAUTION TAG-OUT AND RECORD AUDITS
LAG-OUT DATE TYPE Description Date
ISSUED (DANGER/CAUTI (system completed
ON) components,
test
references,
etc.)
 Template#9
WASTE SEGREGATION LIST
QUALIFICATION: HOUSEKEEPING NCII
AREA/SECTION: Practical work area
IN-CHARGE: JHONALYN P. BUENAFE
WASTE SEGREGATION METHOD
GENERAL/ACCUMULATE
D WASTE RECYCLE COMPOSE DISPOSE
1. Disposable bag X
3. Plastic brush X X
4. News paper X X
5. Wax can X X
6. rugs X X
 WASTE SEGREGATION PLAN
Waste segregation basically means keeping wet and dry wastes separately;
so that dry can be recycled and wet waste can be composted.​
Why should I do it? So that it reduces waste that reaches landfills and
reduces pollution to air and water So that different processes-
composting, recycling, incineration can be applied to different kinds of
waste How do I practice waste management at home? Keep separate
containers for dry and wet waste in the kitchen Keep two bags for dry
waste collection- paper and plastic , for the rest of the household waste
Keep plastic from the kitchen clean and dry and drop into the dry waste
bin. Keep glass /plastic containers rinsed of food matter Send wet waste
out of the home daily. Store and send dry waste out of the home, once a
week. Keep a paper bag for throwing the sanitary waste.
DENR Memorandum Order No. 2001 – 11 July 26, 2001 Subject:
Prescribing Guidelines on Cleanliness and Orderliness within DENR
Premises. In consonance with the Department’s mandate to promote and
maintain a clean environment in the country, it is proper for us to first
observe and maintain cleanliness and orderliness in our respective offices
and surroundings. Moreover, the behavior of employees and officials are
to some extent affected by office environment. Thus, all officials and
employees are enjoined to comply with the following guidelines:
A. MAINTENANCE OF CLEANLINESS AND ORDERLINESS IN
WORKPLACE 1. Arrange in an orderly manner all records, books, folders,
papers and logbooks in appropriate areas.
2. Return items in respective places, drawers or cabinets to prevent
unnecessary stack on one’s table.
3. Minimize documents, papers, or items on top of tables. Bring out only
the items or documents needed during the day to maximize work area
and avoid documents being misplaced. The documents/papers must be
kept and locked in drawers or cabinets, especially confidential ones, at
the end of the day to clear the table.
4. Repair/repaint/varnish worn-out tables, chairs, office furniture and
office walls if respective office’s budget allows and/or get from savings.
5. Restructure office lay-out, if needed, to systematize flow of work and
provide a conducive working environment to 478 enhance productivity
and service to public clientele and colleagues.
6. If possible, provide areas for the following: a. Procedures and
requirements on public transactions are posted. b. Where clients could be
entertained and/or served.
7. Refrain from eating or drinking on sensitive equipment and computer
work areas to avoid spillage of fluids that may damage the computer and
equipment. If space allows, provide a pantry where employees could eat.
B. ECOLOGICAL SOLID WASTE MANAGEMENT
1. Each office is required to practice proper solid waste management in
compliance with the Ecological Solid Waste Management Act of 2000
(Republic Act 9003). Segregation of wastes in color-coded containers
(starting at the division level) shall be done as follows: a. Biodegradable
waste – food wastes, yard wastes, etc. (green) b.
Non-biodegradable/Recyclable wastes – paper, plastic, styrofoam, tin
cans, bottles, etc. (red) c. Non-recyclable/residual wastes – used/worn
out rugs, ceramics, soiled plastics, candy wrappers, etc. (blue) d.
Special/Hazardous Wastes – used fluorescent lamps/bulbs,

batteries, spray canisters, etc. (black) Each container should be properly

labeled and equipped with lid to prevent the escape of foul odors and
entry of vermin. 479
2. Burning of waste is strictly prohibited. Minimize waste through
recycling such as reuse of the back portion of copy/bond paper for
drafting and photocopying documents.
3. Wrap broken glasses or sharp or pointed objects to be thrown in the
trash can to avoid incidents of injury to cleaners.

C. RECORDS/MATERIALS DISPOSAL
1. Dispose records or files that are no longer in use or those that have
exceeded the prescribed disposal period in accordance with DECS Order
No. 13-A dated 03 February 1988 on the Guidelines on the Decentralized
Disposal of Valueless Records in Government Agencies.
2. Surrender to the General Services Division/Unit empty or used printer
cartridges, old newspapers and other papers that can no longer be
recycled for eventual disposal in accordance with the Fiscal Discipline
Measures prescribed under Memorandum Circular No. 2001-05 dated 01
June 2001.
3. The Management Information System Division (MISD) in coordination
with relevant offices shall prepare a plan for implementation on installing
a Computer Document Imaging System particularly in the Records
 Division and relevant offices/units, in order to reduce the voluminous
papers and records on file (Computer-based Document Retrieval and
Archives System).

How to segregate waste

Waste is constantly generated in one’s apartment complex or office
building. It is important to dispose of it appropriately and responsibly.
Segregating waste before disposing of it makes it simpler to recycle.
Pre-process requirements:
Dividing the waste into the categories by which they need to be
segregated.
Waste can be segregated as
1.​ Biodegradable
2.​ Non-biodegradable
Biodegradable waste includes organic waste, e.g. kitchen waste, vegetables,
fruits, flowers, leaves from the garden, and paper.​
​
Non-biodegradable waste can be further segregated into:
1.​ Recyclable waste – plastics, paper, glass, metal, etc.
2.​ Toxic waste – old medicines, paints, chemicals, bulbs, spray cans,
fertilizer and pesticide containers, batteries, shoe polish.
3.​ Soiled – hospital waste such as cloth soiled with blood and other body
fluids.

4.​ E-waste: Floppy disks, batteries, CD’s etc.,

​

Process flow (with ideal number of days indicated for each process)
1.​ Identify categories that waste needs to be segregated into
2.​ Procure separate bins for each separate segregation category
3.​ Make sure that wet, dry, bio-medical and e-waste is segregated properly at
source.
4.​ Dispose biodegradable waste with the local BBMP garbage trucks or begin
a composting pit in your house garden
5.​ The recyclable waste can be picked up on a weekly basis by various
organizations that recycle waste.
6.​ Toxic waste if any must be isolated and disposed of in a responsible
manner depending on the kind of toxic waste.
7.​ Soiled waste must be sent to an incinerator.

Template#10
WORK REQUEST
UNIT: Descriptor:
Observation: Date requested:
Hazardous chemicals April 29, 2016
Reported by:
JHONALYN P.
BUENAFE
Activity: Date completed:
Replacement of polishing wax May 5, 2016
Name of Technician: Signature:

Spare Parts used:

 Template#11
BREAKDOWN/REPAIR REPORT
Property ID:
Property Name:
Location: Practical work area
Findings: Recommendation:
Hazardous chemical
Inspected by: Reported to:
Mr. Gerald Keithzman JHONALYN P. BUENAFE
Pasion
Date: Date:
April 29, 2016 May 5, 2016
Subsequent action taken: Recommendation:
Immediate inspection of Replacement
the
Cleaning chemical
By: By:
Date: April 29, 2016 Date: April 29, 2016
 Template#12
SALVAGE REPORT
Area/section:
In-Charge:
FACILITY TYPE PART ID RECOMMENDATION

Template# 13
EQUIPMENT RECORD W/ CODE AND DRAWING
No. Locatio Eqpt. Qty. Title Descriptio PO Drawin
n # n no. g ref.

Template# 14
INSPECTION REPORT
Property ID number:
Property name:
Location:
Findings: Recommendation:
Inspected by: Reported to:
Date: Date:

Template#15
INSPECTION REPORT
Area/Section:
In-Charge:
Facility Type Incident Action Taken Progress/Remar
k

Reported by: Date:

Template#16
 TECHNI-SMART TRAINING AND ASSESSMENT CENTER
CORP.
90 Balete Drive Extension Kristong Hari Quezon City 1112
Cleaning Supplies Purchase Request

Department: HOUSEKEEPING DEPT.

Request Date: August 1, 2017
Please underline one of the following: In store purchase /website order
/telephone order
Date Ordered: August 1, 2017
If website or telephone is chosen please provide either the website or
phone #____________________________________________________
Qty Item Detailed Description Price
#
01 01 POLISHING WAX P500

Shipping P 50
TOTAL: P550
Requestor signature:
Printed Name: JHONALYN P. BUENAFE Date: August 1, 2017

TECHNI-SMART Director: MS. CRISELDA SABAYAN

Date: AUGUST 29, 2017
THIRD PARTY
CERTIFICATE
 TRAINING
CERTIFICATE