Housekeeping11 q2 Mod1 Providebutler v5 PDF

SENIOR HIGH SCHOOL
Housekeeping
NC II
QUARTER 2: MODULE 1:
Provide Valet / Butler Service
https://traininghotels.org/
1
SENIOR HIGH SCHOOL
HOUSEKEEPING
NCII
Quarter 2 - Module 1
Provide Housekeeping Services to Guests
2
Housekeeping NCII - Grade 11
Alternative Delivery Mode
Quarter 2 – Module 1:
Second Edition, 2021
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Published by the Department of Education

Secretary: Leonor M. Briones
Undersecretary: ______________________
Assistant Secretary: ______________________
Development Team of the Module:

Writers: Daniel C. Salilo; Vincent A Neri;
Oleric Jun C. Macalam
Content Editors: Cherry Q. Sadicon; Fe L. Daludug;
Sheila T. Arellano
Language Editors: Claire Arro
Proof-reader: Marsha Liza L. Ragot
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Development Team:
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Regional Director
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Assistant Regional Director
Jonathan S. dela Peña, PhD, CESO V
Schools Division Superintendent
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Assistant Schools Division Superintendent
Mala Epra B. Magnaong, Chief ES, CLMD
Members: Marie Emirald A, Cabigas PhD, EPS-LRMS; Norberto E. Ronales, EPS-

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E-mail Address: region10@deped.gov.ph
3
Table of Contents
What I Need To Know ……………………………………..……..…… 3

Module Content ………………………………………………… 4
Module Objectives ………………………………………………… 5
General Instructions ………………………………………………… 5
What I Know ………………………………………………… 6
Quarter 1 Lesson 1 Provide Valet/ Butler Service to Guest

Learning Outcome 1: Provide valet services to guest
Self-Check
Learning Outcome 2: Display professional standards
Self-Check
Learning Outcome 3: Care for guest property
Self-Check
Activity
Activity
Activity
What I Have Learned ………………………………………………... 9

Assessment ………………………………………………… 81
Key to Answers ………………………………………………… 83
References ………………………………………………… 84
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HOW TO USE THIS MODULE
In this module, you‟ll find activities for you to accomplish and
relevant information sheets for each learning outcome. Each learning
outcome may have quite one learning activity.
This module is prepared to help you understand the basic

concept and underlying theories and achieve the required competency in
provide Housekeeping service to guest. This will be the source of
information that will enable you to acquire the knowledge and skills in
Housekeeping independently at your own pace with minimum
supervision from your teacher.
In doing the activities to finish the requirements of this module,

please be guided by the following:
Talk to your teacher and agree on how you both will organize the
training under this module. Read through this carefully. It is divided into
section, which cover all the skills and knowledge you need to
successfully complete.
 Work through all information and complete the activities in each

section. Read the Lesson Information and complete the
self - checks provided.
 Most probably your teacher will also be your supervisor or
manager. He / She is there to support you and show you the right
way to do things. Ask help.
 You will be given plenty of opportunities to ask question and
practice on the job.
 When you are ready, ask your teacher to watch you perform the
activities outlined in this module.
Introduction
This module is designed to equip you the TVL Grade 11 Senior High School
Learners with essential Knowledge, Skills, and Attitude in performing the tasks in
HOUSEKEEPING which will lead you to acquire National Certificate Level II.
This module includes information and activities to develop desirable values,

skills and understanding through step-by-step procedures and helpful techniques
that will guide you on how to provide valet and butler service. Applications to real life
situations are also included for lifelong learning.
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Overview
The HOUSEKEEPING NC II Qualification consists of competencies that a person
must achieve to provide housekeeping services prepare guest rooms, clean public
areas and equipment, provide valet/ butler services, laundry linen, guest clothes and
handle intoxicated guest, and to a range of accommodation services.
This module contains several lessons which provide varied and relevant activities
to determine your understanding of the key concepts of the Housekeeping. This is
crafted to focus on the different activities that will help you enhance your skills and
knowledge necessary to get a Certificate of Competency and/or National
Certificate Level II.
Nominal Duration
Housekeeping NC II qualification has 400 nominal hour duration. This is equal to
55 days. This module covers 13 hours or equal to 12 days of lessons, varied
activities and demonstrations.
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What to Learn from this Module?
At the end of the lesson, you‟re expected to:
 Provide valet service to guest

 Display professional standards
 Care for the guest property
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What Do You Already Know?
Pre - Test
True or False
Directions: Write TRUE if the statement is correct and FALSE if it is incorrect. Write
your answers in your notebook.
__________1. A valet/butler is employed in the hospitality establishment.

__________2. The valet can be trusted whom the guest can confide in when they
talk.
or share idea, information or opinion that makes a valet a
housekeeper.
__________3. Organizing activities like reservation, travel and tours and meeting are
the few of the job responsibility of the valet /butler.
__________4. One of the main duties of the valet is to clean the hallways of the
hotel.
__________5. Butler have to study the physics to address guest preference
properly and accurately.
__________6. The valet /butler needs to able to perform a range of technical skills.
__________7. Being discrete is one way of showing professionalism in valet/butler
Service.
__________8. “Walk the talk” is not essential in valet/butler service.
__________9. Professionally groomed is strict requirement for valet/ butler
personnel.
__________10.Punctuality and inconsiderateness are strictly adhered in valet/ butler
Service.
__________11. Valet organize transfer of luggage to using other front office staff
and
Porters.
__________12. First step in unpacking guest luggage is to secure the keys
necessary
to obtain the luggage and the locks.
__________13. Good communication also enhances the relationship between the
valet and their guest which must be characterized by agreement and
harmony is call rapport.
__________14 .Butler wins customer loyalty by revealing guest information to other
guest in the hotel of information.
__________15.VIP Guest preference should be taken for granted but updated.
__________16.Care for guest property is very important aspect in valet/butler
service.
__________17.Clothes are usually laid out on floors and in sequence in which the
guest will dress.
__________18.The valet irons the clothes in the guest room using standard iron and
ironing board with all the necessary accompaniments such as spray
bottles from starch and water, and lint removing brushes.
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__________19. Valet/butler service should have an off-premises laundry that meets
Guest requirement requirements.
__________20.Confidentiality means keeping matters to do with the other guest and
to you.
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Definition of Technical Terms
TERM EXPLANATION
AM Ante Meridiem – before noon/midday. 9:00am/9.00AM = 9
o‟clock in the morning
Buck Specialist piece of ironing equipment used to optimize the

pressing of certain pieces of clothing or parts of certain
items. This includes collars and cuffs
CRS Computerized Reservation System
Canapés Also known as” hors d‟oeuvre” a small delicate finger food
featuring sophisticated toppings and feeling
Concierge A front office staff member who operates the concierge desk,
providing advice, direction and information to guests about all
aspects of the venue, the local area, products, services,
facilities and anything else the guest wishes to know about
ETA Estimated time of arrival
ETD Estimated time of departure
Gratuities Tips – money given to staff by guests in appreciation of

service provided
Grooming Activities undertaken by a person to ensure they are well

presented and their personal hygiene is acceptable
High-roller Guests in a casino who spend lots of money in the casino,
through gambling. They are often given various free products
guests
and services such as room, valet, meals, beverages as an
incentive
Industry „black Articles of clothing commonly worn by service staff which are
traditionally a combination of black and white colors. Normally
and whites‟
this constitutes black trousers with a white top, whether a shirt
or jacket
PA Personal Assistant – staff who assist the guest with business

or personal affairs
PM Post Meridiem – after noon/midday. 9: 00pm/9.00 PM = 9

o‟clock in the evening
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WHAT DO YOU NEED TO KNOW?
Read Information Sheet No. 3.1 and find out what you have learned.
Do the Self - Check 3.1 after reading the information sheet 3.1 to know
how much have you learned.
Learning Outcome 3.1

The following are the skills that needed to be developed to effectively select
according to the type of service you have to:
 Identify services required or preferred by guests in accordance with
establishment procedures.
 Establishes rapport and goodwill with guests through oral/ written
communication.
https://tecpartners.co.uk/were-aiming-high-for-dubai/
Figure 3.1.1
Atlantis, The Palm, Luxury Resort and 5-star Hotel in Dubai
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Lesson information 3.1.1
A valet, also known as a “butler‟ is employed by a hotel to provide a personalized

and specialized service to guests for the duration of their stay. They add a degree of
service, class and style many people associated with indulgence and opulence.
Valet services are not common. Certainly not all hospitality establishments
provide valet service and the position may not exist in some countries. Many hotels
will only supply „valet parking‟ service.
However international guest may have very high levels of expectation in relation
to the service provided by valets, especially Americas and Japanese guests. Many
expect the same level of service provided by other up-market hotels around the
world.
Numerous respects, the valet service benefit. It gives a combination of parts each
with its claim requesting the level of personalized and Individualized service.
The various roles include:
1. HOUSEKEEPER – performing a range of services normally provided by room
attendants in other rooms.
https://www.tripadvisor.com/
Figure 3.1.2
Valet / butler as a housekeeper
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2. CONFIDANT – being a trusted person whom the guest can confide in when
they need to talk or share an idea, experience or opinion.
https://www.udemy.com/
Guest discuss confidential details with the valet / butler personnel

Figure 3.1.3
3. GUIDE – informing the guest of what is available both within and outside the
venue, when is it available, how to get there and how to obtain entry, tickets,
preferential treatment.
https://www.facebook.com/1237049303111982/posts/how-to-handle-vip-and-vvip-arrivals-in-hotels-
hotelmangement-preparation-for-a-v/1272375336246045/
Figure 3.1.4
Valet /butler escorts VIP guest and act as a guide
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4. 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.
https://hotelbarberini.com/
https://www.youtube.com/watch?v=viUNJtpbOE4
https://asean.org/
Figure 3.1.5
Valet /butler asks assistance with the hotel
bell service or porters to send guest luggage to their rooms
5. ORGANIZER – organizing activities including reservations, tickets to show,

entry to events, meetings with people, daily schedules, on behalf of and under
the direction of the guest.
https://xycareers.com/
Figure 3.1.6
Valet/ butler sits with VIP guest to discuss
and organize upcoming special events
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6. SUPERVISOR – overseeing the work of other people (venue employees and
outside workers) who provide products and service to the guest.
http://www.globaltimes.cn/content/978193.shtml
Figure 3.1.7
Valet / butler supervising room
arrange in accordance with the gust preference
7. GUEST RELATIONS – ensuring the guest has a pleasant stay in the venue,
their expectations are met and dealing with any problems that arise during
their stay.
https://www.masterfile.com/ https://www.hotelogix.com/blog/
Figure 3.1.8
Valet runner as a receptionist
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It is correct that a valet may possess all this qualification or more. Valet offers
personalized service and depends on the great need of each guest.
The relationship that connects the valet and concierge is distinct, especially the
identity of the working relationship between them that demands efficient response to
what the guest needs, immediate and accurate answers of information, and general
professional assistance.
The valet must be able to deliver an immediate and personalized action and
appropriately to the needs of individual guests who may all have widely diverse
demands. It is indeed a challenging decision but, without doubt, an extremely
rewarding one.
The role of a valet would generally be undertaken by experienced staff

members or other people with sound organizational and interpersonal skills.
Depending on the organizational structure of the venue, the „valet‟ may be located in
Housekeeping, Front Office or another appropriate department such as Finance or
Sales and Marketing.
The valet is always:
a. A front-of-house member of staff

b. A guest contact staff member
c. A service provider
https://revenuehub.com https://www.hotelogix.com/blog/
Figure 3.1.9
Valet / butler as front of the house member
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Main Duties of a Valet
The job description of „valet‟ personnel at your area provides a good starting point
regarding on what they are expected to do. The nature and extent of these services
will vary between guests. Some guests demand constant attention and others
requires little in the way of valet service.
Services can include, but are not limited to:

1. Professional keeper of confidential information in communicating with
the guest.
2. Unpacking and storing guest luggage according to the standard or
guest preference.
https://www.scmp.com/magazines/ https://www.vipbutlerservices
Figure 3.1. 10
Confidential keeper and unpacking clothes
3. Preparing guest clothes and footwear – ready for them to use for their
comfort.
4. Like pressing of guest clothes and suits – as required or requested.
https://www.flickr.com/ https://www.mid-day.com/
Figure 3.1. 10
Preparing and ironing guest clothes
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5. Packing guest luggage for departing guest.
6. Cleaning and polishing shoes if preferred or requested.
https://www.pinterest.com/ https://cruiseable.com/
https://www.barcelonacrewacademy.com/
Figure 3.1. 11
Packing luggage and polishing shoes
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7. Repairing, or organizing the repair of, clothes and other guest belongings.
8. Provide support in relation to organize guest needs and preference
including wake up calls, newspaper, bed and breakfast, fresh fruit
platter, coffee and tea.
https://www.marriott.com/hotels/travel/
Figure 3.1.12
Serving bread and breakfast, fresh fruit platter, coffee and tea
9. Monitoring the provision of establishment services to the guests – both in-

room and throughout the venue. This may include:
9a. Arranging and supervising the provision of room service for
meals, snacks, parties
and drinks.
9b. Organization and implementation of functions for the guest in
their room or in a
function room at the venue.
https://thefinerthingsintravel.com/ https://www.tripadvisor.com/
Figure 3.1.9.13
Provision of room service for meals, snacks, parties and drinks
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10. Recording services that have been delivered – for quality control and
quality procedures
11. Preparing room before guest arrives – by providing various items such
as fruit bowls, complementary gifts, bathrobes, chocolates, or
flowers
Butler photos with link.docx
Butler photos with link.docx corporate.co.uk/ vip-gifts/

Gifts and Champagne
Fruit amenity
Original photo
Flowers
https://chouchoute-
Original photo
Luxury chocolates
Bathrobe
Figure 3.1.14
Providing welcome amenity for VIP
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12. Looking after guest laundry and dry-cleaning needs – on an on-going basis
for the duration of their stay.
13. Organizing and processing secretarial duties upon request – such as
messages, faxes, packages, translation, postage, and the use of the
business facilities of the property.
Original photo https://www.cbsnews.com/
Figure 3.1.15
Organizing and processing guest laundry and communication
14. Organizing restaurant bookings, personalized transportations, travel

and tours, specified purchases of gifts or other items
15. Organizing activities to meet guest needs – such as arranging special

function in the venue booking local excursions and tours, making
reservation for the theater, shows, dining and special events
Original photo Shangri-La‟s, Mactan Cebu Original photo
Figure 3.1.16
Organizing travel and tours and restaurant booking for special function
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16. Provision of local advice (the concierge‟ function) including:
a. Recommendations for dining and shopping
b. Suggestions for transport and sightseeing
c. Options for tourism and leisure activities
d. Acquisition of personal services
17. Making, altering or confirming travel arrangement
Original photos Universal Studio, Singapore
Figures 3.1.17
Organizing shopping, travel and tours for guest
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Prior to guest arrival the valet must:
1. Study background information and understanding guest preferences and

previous history with the business
2. Prepare all amenities to ensure promises made to the guest are met
when the guest arrives
https://www.asea.org/ https://keiseeeinthecity.com/
Figure 3.1. 18
studying guest profile and prepare amenity to VIP guest
On guest departure the valet must:
1. Properly record and process guest charges and accounts for billing and
payment for their convenience
2. The guest profile and information should be updated by the valet
personnel after the guest departure – to provide accurate and relevant
information about the guest / Very important person (VIP)
3. In cases of guest complain you have attended De-briefing with
management and identify lesson learned, determine what areas need to
improve be made to SOP‟s and whether or not management needs to
contact the guest to make an apology and give complementary
https://carrers.com/ https://cayugahospitality.com/
figure 3.1.19
Processing guest accounts and action plan discussion for VIP guest Complain
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What I Know?
Self- Check 3.1
Directions: Read, understand and analyze the statement carefully. Choose the
correct answer and write the complete answer in your notebook.
1. The personnel in the hospitality industry who in charge to render personalized
service
to guest and VIP
a. Concierge b. Valet/butler
c. Housekeeper d. Confidant
2. A person in the hotel, also known as confidant in the hospitality industry
because he is trusted
by the guest in sharing information, idea, experience and opinion.
3.Valets work together with the concierge in a venue, many valets often take the role
of
___________ for the guests they are looking after.
4. performing a range of services normally provided by room attendants in
other rooms.
5. The following are main duties of a valet includes, but limited to. Except?
a. Professional keeper of confidential information in communicating with the
guest.
b. Unpacking and storing guest luggage according to the standard or guest
preference.
c. Preparing guest clothes and footwear, ready for them to use for their
convenience.
d. Focus only to guest that the valet / butler no longer supports the other
sections of the hotel.
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WHAT DO YOU NEED TO KNOW?
Do the self - check 3.2 after reading the information sheet 3.2 to
measure how much have you learned?
Learning outcome 3.2
The following skills and knowledge shall be the focus in this module:
 port is established and feeling s of goodwill are enhanced between the

guest and the establishment through good oral and written
communication.
 Information about individual guest is accessed and utilized to provide

personalized and quality service.
 Valet grooming and communication standards are followed in

accordance with establishment standards.
https://time.com/
Figure 3.2.1
A Valet / butler measure every single distance with attention to detail of items from
each other as professional standard in the service
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Lesson Information 3.2.1
Valets need to able to perform a range of technical skills. This includes serving
the preferred food, wines and drinks, cleaning and arranging and folding clothes,
placing suit in the closet, shining shoes and booking making reservations. In order to
deliver the services required, a valet must possess all of the following personal
characteristics as a minimum requirement in order to make their guest feel
comfortable, valued and respected.
Figure 3.2.2
valet /butler technical skills:
From front house, Housekeeper and Food and beverage skills
26
LIST of CHARACTERISTICS:
1. Tactful and Diplomatic

2. Discrete
3. Etiquette
4. Good Manners
5. Politeness
6. Civility
7. Honesty
8. Dedication
9. Willingness to be of Genuine Service
10. An Unbiased and Prejudiced-free Disposition
11. Punctuality
12. Attention to Detail
13. Initiative
http://v2content.lobsterink.com/ https://aetravel.net/butler-service/
Figure 3.2.3
Valet/butler shows care for guest to win customer loyalty
At the same time, valets need to be professionally groomed and are required to
comply with the establishment 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 the highest standard at all times.
Note the use of the words „at all times. Valet must rook as presentation five minutes
before they finish as they did when they started.
Other staff may have the luxury of allowing their appearance to show casually
during working hours, but valets must be professionally groomed at all times. How
you stand and move reflect 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.
How you stand and move reflect 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.
27
GROOMING:
1. Wearing of uniform
1.1 While setting provide and launder uniforms, you must ensure:
1.1.a It fits properly – so it looks good, enables freedom of movement
and is comfortable to wear.
1.1.b It is kept clean – a standard requirement of all valets is to have at
least one change of clothes available to them at work.
1.2 The uniform must always be:
1.2.a Pressed – wrinkle-free and looks cared for
1.2.b Stain-free –free of marks, dirt or mess
Bow tie
NAME TAG
IPIN
DANIEL
original photos men and women in suit black bow tie
https://international academy.com/
Men and Women black suit wearing black necktie
Figure3.2.4
Valet / butler standard attire
28
1.3 It remains in good repair – no loose thread or missing buttons
1.4Wear the full uniform as required by the employer
1.4.a Type and style of shoes to be worn

1,4.b Whether or not name tag is worn
1.4.c Uniform itself
MEN VALET / BUTLER
Butterfly bow tie
White Long
sleeves
Cufflink links studs
White gloves and Black tie
Leather black White handkerchief

shoes and black sacks
https://www.oxemberg.com/
Figure 3.2.5
Male Valet / butler standard attire
29
Figure 3.2.6
Female Valet / butler standard attire
Figure 3.2.5
30
2. Personal Hygiene
2.1 Standard grooming activities to be considered or applied may include:
a. Regular washing
https://www.freepik.com/free-photo/
Figure 3.2.7
b. Use of suitable deodorant
https://unsplash.com/s/photos/
Figure 3.2.8
c. Use of lightly-scented aftershave or perfume
https://pixabay.com/images/search/perfume/
Figure 3.2.9
31
d. Make-up must be kept neutral for women
https://unsplash.com/s/photos/make-up
Figure 3.2.10
e. Men must be clean shaven
https://unsplash.com/s/photos/shaving
Figure 3.2.11
f. Hair neat and tidy
Figure 3.2.12
32
g. Hands and nails must be clean and well cared for at all times
https://www.freepik.com/
Figure 3.2.13
h. Regular attention to teeth
https://kaboompics.com/
Figure 3.2.14
i. Sufficient rest
Figure 3.2.15
33
j. Exercise
Figure 3.2.16
3. Suitable Personal Presentation

a. Always check appearance in a full-length mirror
b. Maintain good posture
c. Guests expect valets to have certain „bearing‟ and this can never be
achieved if they walk with their head down and shoulder hunched.
d. Only wear basic jewelry
4. Valet‟s Kit
b. Valets should develop their own personal kit which they should keep with
them in their workplace. This kit is used to:
a. Maintain their personal appearance
b. Assist guests in any needs they may have
c. Contents of the kit are very much an individual concern and then items
will grow as experience dictates. Possible items include:
a. Small scissor or clippers

b. Hairbrush and comb
c. Clothes brush
Figure 3.2.17
34
d. Polishing and application brushes for shoes
e. Disposable gloves
f. Needle and an assortment of threads and buttons
https://unsplash.com/s/photos/sewing-kit
Figure 3.2.18
g. Safety pins
h. Thumb tacks
https://www.overstock.com/
Figure 3.2.19
35
i. Staple with staples
j. Eraser
k. Liquid paper
l. Adhesive labels
https://cambodia.desertcart.com/
Figure 3.2.20
m. Small first aid kit
https://cebudailynews.inquirer.net/
Figure 3.2.21
36
n. Matches / lighter
https://en.aventurenordique.com/ https://www.episodesupply.com/
Figure 3.2.22
COMMUNICATION
Valets guest‟s communication is critical because of some sensitive information

that must treated with utmost confidentiality. One of the aspects of the valet‟s role is
being discrete because it is the basis of trust and confidence where you can win the
guest loyalty, this is necessary in the relationship between valet and guest. You can
optimize the development of loyalty between you and the guest by:
1. Being aware of guest preference before they arrive

2. Having extreme levels of product knowledge about:
a. All the products, services and facilities of the locale

b. All company policies and procedures
c. The local area
3. Making sure all information explained to guest is true and correct.

Discussed up-to-date, accurate and relevant information only. This creates
an impact on integrity and credibility are the basis of winning customer
loyalty.
4. Being pro-active
5. Always ensuring any promises are kept
6. Guest will always judge a valet by their actions rather than their words.
This what we call „walk the talk‟
7. Work silently in the is key to this while, at the same time, listening and
observing the guest, with a view to anticipating what the guest needs may
be so they can be efficiently and effectively addressed
37
https://www.intelliverse.com/blog/building-rapport-in-sales-conversations/
Figure 3.2.23
Building rapport with the guest
RAPPORT and GOODWILL
Good communication also enhances the relationship between the valet and their
guest which must be characterized by agreement and harmony. This is called „the
rapport‟.
„Goodwill‟ is a generic term referring to intangible elements of the relationship

involving a blend of sentiments.
Goodwill and rapport comprise the following:
a. Being Friendly to guests

b. Approval of the guest and who they are and what they do
c. Willingness to help and ang go extra mile service
d. Adding worth to transactions and dealings with ethical standards of the
human level contact and their personal feelings and emotions
e. Display positivity towards the guest
f. Shows interest in the guest what they have done and doing and what they
are going to do
Communication standards:
a. Listen – always be alert

b. Observe – constantly monitor
c. Know when to speak and when not to speak
38
RECORD VALET SERVICES
In order for the venue to regain money from the guest, the valet is required to
process billable charges. Billable charges are any charges incurred by the guests
while at the venue that can be legally, legitimately and ethically recovered from them.
Billable charges may be recovered:
1. Periodically
a. Where the guest has an extended stay at the venue, management

may require the guest to settle their account every, say, seven days
in full
b. The venue may have a policy requiring the guest to settle their
account whenever it reaches a nominated total
2. When the guest departs as part of the check-out process, or by obtaining

payment within prescribed number of days after the guest has departed
From the valet‟s point of view, processing of billable charge means:
a. Notifying front office of the charge
b. Advising of the room number and guest name
c. Forwarding supporting documentation
When front office has been notified they will update the guest account by
posting the charge to the guest account.
There are potentially no limits to the nature of billable charges for guest but the
following indicates what may be charged by presenting the commonly involved
charges:
a. Room service charges
b. Disbursement
c. Meals and drinks
d. Functions and parties
e. Mini bar use
f. Retail items
g. Extra services
1. Personal service – baby-sitting, massage

2. Business service – photocopying, interpreter and secretarial
services
3. Transport, travel tours
4. Laundry and dry clean
h. Repairs, maintenance and cleaning
39
Guest history provides a valuable source of information about guests and needs
to be updated whenever a guest stays at a venue.
Every time a guest using valet service stays at a venue, there is a need to
update their guest history. This ensures the database remains current and can be
used effectively to prepare for the guest‟s next stay at the venue. It is important to
create such history because staffs who serve the guest last time they were at the
property may not be there when they visit next time. The venue will always want to
deliver the same high standard of service regardless of who the staffs are.
Being able to refer to a comprehensive and up-to-date guest history enables the
venue to provide more customer-focused service and enhance the experience and
satisfaction of the guest.
Guest history may be updated on one or more of the following occasions:
1. Before the guest arrives – on the basis of information provided as part of

the reservation
2. During the guest stay = as the guest uses products, services and facilities
and participates in local activities
3. After the guest has departed – and all information relating to their stay has
been compiled
Updating guest history should embrace input from internal staff and external
providers:
1. Internal staff – these are the venue staff who were involved with the guest
or their party while they were at the venue
2. External providers – refers to outside business who provided products or
services to guest
While individual guest history system will have particular guest history fields, the
following will need to be addressed when guest histories are updated:
1. Products and services provided – updates can require:

a. Time of use
b. Cost
c. Quantity
d. Preferences for types, styles, brand names of items, service style,
sequence of delivery
2. Facilities used – identifying:

a. What was used when
b. Charges mad, if any
c. Amount of use
40
3. Personal preferences – the guest history should be updated to reflect
current:
a. Room number preferences. Some VIP guest specify a certain room
every time they stay
b. Seating preferences for dining and entertainment
4. External product or service providers, naming the organizations the guest

prefers to do business with when dealing outside venue
5. Food and drinks detailing preferences for:

a. Menu items
b. Service
c. Serve size
d. Brand names
e. Special request for sauces, ice, cutlery or glassware
6. Packing of cases and bags on departure identifying:

a. Clothing folds for shirts, trousers, dresses
b. Separation and segregation of items
c. Preferences for how and where items are packed
7. Tourist attractions visited and events attended including:

a. Dates
b. Time at each attraction
c. Transportation used
d. Activities undertaken and experiences
8. Timing details:
a. Arrival time at the venue
b. Departure time
c. Dining times
d. Wake-up calls
e. Flight or travel time preferences
9. Special occurrences. There is always a need to capture details in relation
to:
a. Problems experienced – describing what happened, who was
involved and how the situation was resolved
b. Complaints – indicating causes of the complaint and the solution as

well as details of the investigation and casual factors identified
c. Unusual circumstances – this may include details to theft of guest

property, confusion over account, any occurrence where internal
security staff were involved or external authorities had to be
contacted
41
Standard operating procedure in most venues is to hold a de-briefing session
with management so they can:
1. Gain insight into the experience the guest had while at the venue. The
valet is arguable in the best position to provide information on this topic
given the close relationship existing between valet and guest
2. Address issues arising or unresolved when the guest departed.

Management may wish to contact the guest to resolve issues, apologize,
make some other appropriate offer or gesture
3. Determine whether existing policies and procedures need changing to

better meet identified needs, wants and preferences of the guest on the
basis of very recent feedback or observation
There is no limit to what can be discussed at these briefings but common topics
include:
1. Complaints
a. What caused them
b. How they were resolved
c. Impact on the guest and their stay
2. Complements
a. The product, service or staff members giving rise to same
b. Any action taken to notify relevant persons of the compliment
42
What I Know?
Self- Check 3.2
Directions: Write TRUE if the statement is correct and FALSE if it is incorrect. Write
your answers in your notebook.
__________1. A valet/butler unpacks guest luggage with care and handle guest
items carefully to avoid damage.
__________2. Valet/butler ignores guest requests and instructions regarding the
unpacking and storing of items in their luggage.
__________3. Do not start packing until you are fully prepared and aware of
everything needed to be packed together with the associated
luggage.
__________4. The responsibility of the concierge to identify the right clothing and
present it for guest to change into.
__________5. It is important that guest clothes are kept presentable that‟s why
ironing guest clothes is a skill that a valet should know.
43
WHAT DO YOU NEED TO NOW?
Do the self - check 3.3 after reading the information sheet 3.3 also
perform the following activities 3.3.1, 3.3.2 and 3.3.3 to determined
how much have you learned?
Learning Outcome
The following skills and knowledge shall be the focus of this module:
 Luggage is unpacked, stored and packed neatly in accordance with guest
instructions.
 Guest clothes are appropriately prepared and presented, ready for guest use.
 Shoes are correctly cleaned
 Repairs are made or organized in accordance with establishment procedures.
 Confidentiality regarding guest property and activities is maintained in

accordance with legal and ethical standards.
https://twitter.com/doldernews/
Figure 3.3.1
The valet/ butler standard of presenting guest shoes after shoeshine
44
Lesson Information 3.3
A standard requirement for all valets is to deal effectively with guest luggage.
With this is mind, a valet needs to:
1. Organize transfer of luggage to rooms using other front office staff, porters
or housemen
2. Unpack the luggage and store the items
3. Check and service the luggage
4. Re-pack the luggage when guest departs
As part of their duties, the valet must care for all the guest property, 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 realize 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.
Points to note relating to transferring luggage to rooms include:
1. Organize sufficient staff

2. Arrange for sufficient trolleys
3. Ensuring rooming sheets are available
4. The VIP guest must be serviced first
5. Gratitude are never solicited
6. Luggage trolleys must be clean and in good condition
7. Porters must make VIP guest luggage delivery their priority
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.
FIRST STEP
First step in unpacking guest luggage is to obtain the keys necessary to obtain
the luggage and the locks. Advise the guest if there is evidence of tampering.
Some guest request when unpacking and storing items may include:
1. Sending clothing to be dry cleaned or laundered
2. Sending clothing to be pressed
3. Need for shoe care, cleaning or polishing
4. Hanging of suit and clothing bags in wardrobes or on hooks
45
5. Brushing clothing to remove lint
6. Hanging individual clothes in wardrobes on appropriate hangers
7. Folding clothes and placing in drawers
8. Providing or arranging basic clothing repairs such as sewing on buttons,
mending tears and stitching
When unpacking guest‟s luggage, you may also need to:

1. Check the outsides of the luggage – and clean away any marks
2. Place luggage on an appropriate surface in the room to avoid damage
3. Remove all items from the luggage – making sure all items are clean and
dirty items are sent for laundering, otherwise cleaned as appropriate
Place clothing and items appropriately:

1. Drawers – jumpers, casual shorts, t-shirt, underwear: ensure all
clothes are neatly folded and stacked according to color
2. Wardrobe – shirts, trousers, coats, suits, skirts, gowns
3. Hang similar items together – all suits together, all shirts together
4. The purpose of correct hanging and folding clothes and other items
is to keep the garments ready for use and wrinkle free
5. Bottom wardrobe – shoes
a. Place aside shoes requiring attention
b. Position polished shoes in pair and stack according to color
and occasions
6. Bathroom or make-up room
a. Toilet bags
b. Make-up cases
http://www.thatsmags.com/china/post/10571/5-things-being-a-butler-in-the-peoples-republic
Figure 3.3.2
46
Guest request for unpacking of guest luggage
A step by step procedure in unpacking guest luggage:
1. Ask permission from the guest. Unpacking must be neat quick to avoid
disturbing
the guest.
Figure 3.3.3
2. Place the luggage on the bed or the table,
Figure 3.3. 4
3. Unstrap the collar strap of the luggage. Lay out all clothes on the bed according to
its type.
Figure 3.3. 5
47
4. Prepare box containers and hangers.
Figure 3.3. 6
5. Place toiletries on the container and place its proper location as shown in figure
3..3.8
Figure 3.3. 7
Figure 3.3. 8
48
5.close the empty luggage and returned it from the luggage rack
Figure 3.3. 9
6. Place gadgets, accessories and valuables in the box and put in the cabinet,
drawer or safety deposit box as shown in figure 3.3.11, figure 3.3.13, figure 3.3.13
and figure 3.3.14
Figure 3.3. 10
Figure 3.3. 11
49
Figure 3.3. 12
https://www.aliexpress.com/item/
Figure 3.3. 13
Figure 3.3. 14
50
7. place the all the shoes inside the cabinet
Figure 3.3. 15
8. Books and document should be on the bedside table.
Figure 3.3. 16
9. Gowns should be hanged using the clip on or satin padded angers or
combination hangers and place it inside the closet continue as shown in
figure 3.3.18
Figure 3.3. 17
51
Figure 3.3. 18
10. for blazers button them together and use a dress hanger and continue and
place it inside the closet and continue ss shown in figure 3.3.20
Figure 3.3. 19
Figure 3.3. 20
52
11. scarves, use a scarf hanger and place it inside the closet together with the
blazers.
Figure 3.3. 6
Step
Figure 3.3. 21
Figure 3.3. 22
12. In pants use a clip-on hanger or pants hanger and place it inside the closet
together
with the blazers and scarves. As shown in figure 3.3 34
Figure 3.3. 23
53
Figure 3.3. 24
13. Shirts should be folded together and placed inside the bottom drawer. As shown
in figure 3.3.2510.43 cm
Figure 3.3. 25
Figure 3.3. 26
14. Nighties should be folded together and placed above the shirt drawer. As shown
54
in figure 3.3.27
Figure 3.3. 27
Figure 3.3.28
15. Underwear should be rolled together in a box and placed inside the cabinet. As
shown in figure 3.3.29
Figure 3.3. 29
55
Figure 3.3. 30
16. close the drawers, cabinet and closet doors
Figure 3.3. 31
17. Inform the guest that you are finished unpacking hi/her luggage. Ask the guest if
she needs further assistance. Bid farewell.
https://www.youtube.com/watch?v=PIk_QaE7XyE
Figure 3.3. 3
56
Points to remember in unpacking guest luggage
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. The
unpacking and storing of guest clothing.
3. The following are the important points to remember in unpacking clothes

and storing:
a. Ask the permission of the guest to unpacked the luggage.

b. After receiving permission, secure the luggage on a flat surface
either on the table or on the bed.
c. Unpacking should be neat and quick to avoid disturbing the guest

d. Place all clothes on the bed beside the luggage. Sort all item
according to its type including cosmetics and toiletries.
e. Place the shoes on the floor

f. Valuable such as jewelries accessories item should be placed on
the safety deposit box or vault if vault its available put it inside the
drawer
g. Gowns, Men Suit Jacket and Coats should be hanged using the
satin.padded hangers or combination hangers.
h. Blazers button them together and use a dress hanger.
i. In hanging pant fold them in the thigh area. To avoid visible folding.
then use a pant hanger or clip on hanger.
j. Shirts should be folded together along with the other shirts and
placed them at the most bottom drawer.
k. scarves should be folded and use the scarf hanger and should be
arrange in way that all the scarves are visible.
l. Sleep wears should be folded and bundled together and place on
the top of the shirt drawer.
m. Fold underwear should be placed in a different garments box

n. Put toiletries on top of the vanity table.
o. Finally informed the guest that you have finished unpacking.
57
Basic Phraseology for Unpacking Guest Clothes
V: Good morning Ma‟am, Madam/Sir. I am state your name your valet/butler, may I
unpack your clothes and pace it inside the closet
unpack your clothes.
G: Yes, you can. Please
V: Okay Ma‟am, Madam/Sir
V: Start unpacking the guest clothes from the luggage.
 After unpacking
V: I am done unpacking your clothes Ma‟am, Madam/Sir. Is there anything else I can
do assist you?
G: No, I think that‟s enough. Thank you so much.
V: Its‟s my pleasure Ma‟am/Sir, if you need further assistance during your stay with
us do not hesitate to contact me with speed dial 1111.
G: Okay thank you.
V: May I go now
G: Yes, you may
V: Have a nice day and enjoy the rest of your stay with us. Bye.
58
Activity 3.3.1
Valet/Butler Unpacking Guest Luggage
Role play the following scenarios inside the guest room. perform the unpacking
of guest clothes from the luggage.
Situation 1:
Mr. Jack Daniels, the vice president of Toyota Motors Asia Pacific. Arrived at
your hotel to attend the FERRARI Sports Car convention. The amenities and
canape‟s
welcomed him on his table. While he is enjoying hors d‟oeuvre for VIPs. You ask him
of you can unpacked his luggage.
Situation 2:
Ms. Josephine Whirlpool the CEO of WHIRPOOL Industries arrives at your
hotel to attend the golden wedding anniversary of Mr. and Mrs. Maersk McKinney
Moller a shipping magnate. While she enjoys zipping a glass of complementary wine
in her balcony. You have to ask her to unpacked her luggage.
Dimension PERFORMANCELEVEL
Excellent Very Satisfactory Satisfactory Needs Improvement No Points
(5 pts.) (4 pts.) (3 pts.) (2 pt.) Attempt Earned
(0 pt.)
1. Use of tools Uses tools and Uses tools and Uses tools and Uses tools and No
and equipment equipment correctly and equipment correctly equipment correctly equipment incorrectly attempt
confidently at all times and confidently and but less and less confidently
most of the times confidently sometimes most of the time
Manifests very clear Manifests clear Manifests Manifests less No
understanding of the understanding of the understanding of understanding of the attempt
step- by-step procedure step- by-step the step-by-step step- by-step
procedure procedure procedure seeking
but sometimes seeks clarification most of
2. Application
clarification the time
of
procedures Works independently Works Works independently Works independently No
with ease and independently with with ease and but with assistance attempt
confidence at all times ease and confidence from others most of
confidence most of sometimes the time
the time
3. Safety work Observes safety Observes safety Observes safety Most of the time not No
habits precautions at all times precautions most of precautions observing safety attempt
the time sometimes precautions
4.Completeness Task is completed Task is completed Task is nearly Task is started but not No
of Task following the procedures following the completed following completed following attempt
in the activity procedures in the the procedures in the the procedures in the
improvement/innovations project plan project plan project plan
5. Time Work completed ahead Work completed Work completed Work completed No
management of time within allotted time (mins./hours/days) (mins./hours/days) attempt
beyond beyond
TOTAL POINTS
59
PACKING LUGGAGE
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 the 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 or empty suitcases and bags to guest
room
 Do not start packing until you are fully prepared and aware of everything
with the associated luggage. When unsure, ask the guest what needs to
be packed and what luggage they have pack items into
 Even where you have been asked to pack to 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 guest. Where no advice or help in this regard exists:
 Pack shirts in folded pairs, reverse 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
 Pack shoes with the soles flat against the sides of the luggage. Pack into
 plastic or shoes bags before packing into suitcase
 Pack luggage with heavy items at the bottom and lighter items on the top
 Complete the packing with a towel to cover all items
https://asean.org/
Figure 3.3.33
60
Guest request for unpacking of guest luggage
A step by step procedure in unpacking guest luggage:
1.Ask the permission of the guest to pack the luggage.
Figure 3.3.34
2. Place the luggage on the bed or on the table and open it.
Figure 3.3.35
3. Remove all clothes and items from its respective location and lay out all on the
bed sorted according to its type.
Figure 3.3.36
61
Figure 3.3.37
Figure 3.3.38
Figure 3.3.39
62
Figure 3.3.40
Figure 3.3.41
4. Start light clothing such as shirt and shorts as tight as possible and putting in the
luggage.
Figure 3.3.42
63
5. Used clothing should not be rolled on the bed. Placed it on the zip lock bag
Put toiletries in a separate zip lock bag as shown in figure 3.3.42
Figure 3.3.43
Figure 3.3.44
6. Underwear and necktie should be rolled and put it in a zip lock bag. Put the should
in the zip lock bag.
Figure 3.3.45
64
7. Special items such men suit and gowns should be placed in the garment
protector.
Figure 3.3.46
8. Start putting clothes inside the luggage and sort it by color.
Figure 3.3.47
9. For heavy clothing such as pants and jackets. Select one piece of clothing and lay
flat on top of rolled items with one side hanging out. Lay the next item on opposite
side and continue doing this in a clock wise direction. As shown in figure 3.3.47
and
figure 3.3.48.
Figure 3.3.48
65
Figure 3.3.49
Figure 3.3.50
10. Select an item as a core such as books and documents or heavy clothing place it
the middle and start by alternate wrapping the item to make a bundle. Make sure
to wrap as tight as neat as possible and lock collar strap. As shown in figure
3.3.50
and figure 3.3.51
Figure 3.3.51
66
Figure 3.3.52
Figure 3.3.53
11. Place the remaining items inside the perimeter pockets of the luggage.
Figure 3.3.54
67
13. Secure the luggage and close it. Place a nametag on the bag for easy
Identification. As shown in figure 3.3.54
Figure 3.3.55
Figure 3.3.56
14. Inform the guest that you are finished packing the luggage.
https://www.youtube.com/watch?v=KyCWBJUs6MY
Figure 3.3.57
68
Points to remember in packing the guest luggage
 Before packing the luggage, ask permission from the guest
 Place and open the luggage on the bed
 Check every storage location and take all items
 Lay items on the bed and sort them according type
 Start rolling clothing such as shirts
 Used clothing should go in a Ziplock bag
 Toiletries should go in a zip lock bag
 Underwear can be packed inside the shoes
 Special items such as gown and men‟s suit jacket should be placed in the
garment bag protector.
 Before packing prepare a list
 Start with the light clothing and separate them by color.
 List the items as you pack
 Continue with the used clothing and the shoes
 Lay the heavy clothing on top of the luggage in alternate directions. start
horizontally, then vertically
 Select the core of the bundle and place on top, then start wrapping the
bundle
 Place the remaining items around the perimeter of the bag
 Close the bag and place a name tag on the bag for easy identification
 Finally inform the guest that the luggage is ready
69
Basic Phraseology in Packing Guest Luggage
V: Good Morning Ma‟am/Sir. I am here to pack your luggage.
G: Okay.
 Start unpacking then after unpacking
V: I am done unpacking your clothes Ma‟am/Sir.
G: Thank you.
 Assist the guest to the front desk to check out. After check out…
V: This way to the parking lot, Ma‟am/Sir.
 Before the guest departs
V: Bid farewell and say thank for staying with us, hope to see again soon. Have a
safe trip. Bon voyage.
70
Activity 3.3.2
Valet/Butler Packing Guest Luggage
Role play the following scenarios inside the guest room scheduled for departure.
perform the packing of guest clothes from the luggage.
Situation 1:
Mr. Jack Daniels, the vice president of Toyota Motors Asia Pacific. Is about to
check out in your hotel after attending the FERRARI Sports Car convention. As a
valet/butler of Mr. Daniels your task is to perform packing his luggage.
(0 pt.)
2. Application
of
the time
beyond beyond
TOTAL POINTS
71
DEALING WITH GUEST CLOTHES
Valets are often required to prepare and present guest‟s clothing for guest to
wear. In case 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 guest to change into.
Some guest will give you a general idea and leave it up to you. This is fraught
with danger and to be avoided whether possible as it is almost impossible to
determine what the guest preferences are. Before presenting the guest‟s clothing
ensure:
 Clothing is in good condition – no rips, tears, missing buttons, hanging

hems. Loose threads and split seams
 It is clean – free from stain, lint, dust and other marks
 It is pressed and looks presentable
You must action behalf of the guest and take all steps and total responsibility to
ensure they are not embarrassed by what you prepare
Clothes are usually laid out in the sequence in which the guest will dress:
 Underwear – socks, bras, stocking and undergarments
 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.
PRESSING GUEST CLOTHES
It is vital that guest clothes are kept looking presentable. Three options are
available to achieve this:
 The valet irons the clothes in the guest room – using a standard iron and
ironing board with all the necessary accompaniments such as spray
bottles from 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
72
 Laundry staff come to the guest room – and iron clothes in the room using
equipment and products as required
Before pressing guest clothes you must:
 Receive instructions – from senior and experienced laundry staff in the

venue
 Practice – so you gain confidence and competence
Basic pressing steps include:
 Shake clothes out before starting to iron them

 Check the iron and ironing surface is clean before use
 Iron on an underliner
 Check „care labels‟ on clothing before ironing
 Set the iron to the correct temperature and setting
 Use ironing chemicals as appropriate
https://www.mid-day.com/articles/a-day-in-the-life-of-tanvi-ashar-head-butler-at-the-st-regis-
mumbai/16558161
Figure 3.3.58
73
MAKING AND ORGANIZING REPAIRS
MINOR REPAIRS
Valets may be asked by guest to do small „running repairs‟ and should have
comprehensive repair kit available for 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 to what can be done.
In addition, valets should b on the lookout for items that require repairing and ask
guests if they would like the item repaired
MAJOR REPAIRS
When faced with larger repair jobs the role of the valet is to organize rather than
actually undertake the repairs. This may mean sending the item to an in-house
department such as laundry, housekeeping of the maintenance department. It may
involve sending it out-of-house for attention by a professional organization
specializing 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. In most cases the guest will need to authorize repairs but in many cases
the valet builds up relationship with the guest that allows them to initiate such repairs
without the usual need for such authorization.
CLEANING CLOTHES
Guests may require clothes to be laundered or dry cleaned. It is to be expected

venue offering valet service will have an on-premises laundry that can meet theses
requirements. Your job as valet is to organize what needs to be done as opposed to
actually laundering items or dry clean them. Arranging for the laundering items or dry
cleaning of clothes involves:
1. Counting and recording the items to be laundered or dry cleaned
2. Identifying special attention required such as;
a. Stains requiring treatment identifying the cause of the stain if

possible
b. Repairs
c. Requirements of the guest – specific cleaning methods or a
prohibition on the use of certain chemicals
3. 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
4. Checking pockets and remove any items left in pockets
74
5. Checking the garments – to look for and remove anything attached to
them such as brooches, name tags, ornaments
6. Completing internal documentation requesting laundry or dry cleaning.

This documentation forms the basis of charging the guest for services
provided in this regard
7. Arranging for collection of the items or delivering the items to the laundry
8. Specifying time required for items – a VIP guest using a valet receives
preferential treatment in terms of the laundry 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.
https://www.tibettravel.org/tibet-travel-advice/laundry-services-in-lhasa.html
Figure 3.3.59
Valet / butler laundry delivery
75
Steps in delivering guest laundry
1.Carry the laundry box at your hand and folio at your left hand.
Figure 3.3.60
2. Empty your left hand by placing the folio on top of the laundry box. Knock on the
door three times and say “valet service”. Wait for three seconds before knocking
again do these three times
Figure 3.3.61
3. Get your master key using your left hand and unluck the door.
Figure 3.3.62
76
4.Remember your only a loud to take one step from the door. Don‟t close the door
until
acknowledge by the guest.
Figure 3.3.63
5. Explain your purpose. Ask where the laundry box should be placed.
Figure 3.3.64
6.Present the folio and ask for the payment preference.
Figure 3.3.65
77
7. Ask the guest if they need further assistance. Offer extended services
Figure 3.3.66
13. bid farewell and slowly close the door
https://www.youtube.com/watch?v=gPXxTorO9OA
Figure 3.3.67
78
Point to remember in laundry delivery service
 Carry the laundry box at your hand and folio at your left hand
 Empty your left hand by placing the folio on top of the laundry box
 Knock on the door three times and say “valet service”
 Wait for three seconds before knocking again do these three times
 Get your master key using your left hand and unluck the door
 Remember your only a loud to take one step from the door
 Don‟t close the door until acknowledge buy the guest
 Explain your purpose
 Ask where the laundry box should be placed
 Present the folio and ask for the payment preference
 Ask the guest if they need further assistance
 Offer extended services
 Slowly close the door
Basic Phraseology for laundry delivery service
V: Good morning Ma‟am, /Sir. I am state your name your valet/butler, I am here to
deliver your laundry.
G: Good morning
V: where would you like me to placed your laundry Ma‟am/Sir?
V: Would you mind If ill put in the closet?
G: Kindly put it on my bed please
V: here with me is the delivery book Ma‟am please here. This serves as a
confirmation that I already deliver your laundered items Ma‟am.
V: here is your folio for Ma‟am. How would like to pay to folio Ma‟am cash or credit
card?
G: can I charge to my room?
 Guest signs the folio
V: Is there anything I can help you with?
G: No, thank you.
V: Okay. Have a nice day
 Leave the room and slowly close the doo
79

Activity 3.3.3
Valet/Butler Guest Laundry Delivery Service
Role play the following scenarios inside the guest room, the guest called Guest
service asking for his/her laundry to be delivered. Your task, is to perform laundry
delivery service
Situation 1:
Mr. Jack Daniels, the vice president of Toyota Motors Asia Pacific. Called house
guest service for his laundry to be delivered. The guest service called back and said
that the valet/butler is on his way bring his laundered items.
(0 pt.)
2. Application
of
the time
beyond beyond
TOTAL POINTS
80
CLEANING SHOES
Equipment required:
 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 colors of polish as appropriate to the shoe being

cleaned
 Different types of shoe lace
 Brush # 1 – to brush away dirt
 Brush # 2 – to add polish
 Brush # 3 – to polish and shine shoes
 A soft cloth to buff the shoe after they have been polished
NOTE: the venue is responsible for providing all necessary items needed to clean
and polish guest clothes. 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 colored polish. There should be one
brush for applying, for example, brown polish and another black polish
PROCEDURE (SHOE POLISH)
1. Place shoe onto shoe-tree

2. Remove dirt from shoes – with dirt brush
3. Remove laces – check the way the shoes are laced into the shoe before
removing laces. This is the way the lace should be placed when shoes
have been cleaned
4. Apply the appropriate polish with polish application brush
5. Wait for a minute to allow the shoes to dry
6. Work the polish into surface of the shoes with the shine brush
7. Use the soft cloth to polish and buff shoes until they shine all over
8. Check laces – replace with new ones if necessary and re-lace the shoes
81
Remember, when cleaning shoes:
a. Use the right polish for the right shoes surface

b. Clean brushes regularly so they do not transfer dirt and so they look clean
to anyone watching the process
c. Keep all shoe-cleaning equipment together for easy access and retrieval
PRIVACY AND CONFIDENTIALITY
PRIVACY
Guest privacy refers to the right of the guest to:
a. Enjoy their personal space and freedom in their room and elsewhere at the
venue
b. Be free from attention, interference and observation by other guests or

member of the public
To help ensure this, you need to:
1. Enquire when guest wish to be left alone and comply with these
requirements
a. Guest may wish time for themselves or require privacy to meet with
business colleagues or spend with friends or family
b. Sometimes guests require privacy at regular times each day, and
other guest will request it as they feel the need arises
c. Guests commonly request privacy shortly after they have check in
and been roomed
2. Never disclose the location or room number of guests to anyone
3. 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
4. Divert the room telephone at times the guest wishes privacy
5. Liaise with other staff – such as:
a. Security – who may man the door to the room to prevent

unwelcomed access
82
b. Housekeeping – who may delay or re-schedule room cleaning and
other associated activities
c. Front Office – who will hold deliveries rather than deliver them to
the room
CONFIDENTIALITY
Confidentiality means keeping matters to do with the guest to you. It is 100%

non-negotiable. Valets have access to 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:
a. Anything you hear from the mouth of the guest must not be repeated to
anyone
b. 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 on the
strictest of confidence.
Valets must be aware there are ever-present dangers of being sued by clients for
breaching of confidence. This especially relates to business dealings or issues
impacting on their personal reputation.
Every venue will have their own policies 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 is not known 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 to never discuss or disclose
anything about any of its guests.
83
What I Know?
Self -Check 3.3
Modified True or False

Directions: Write TRUE if the statement is correct and FALSE if it is incorrect. Fill in
the blanks with the correct word from the choices given below. Write your answers in
your notebook.
breaching
Brushes
Shoe tree
guest
confidentiality
__________1. _________ is used because it helps to retain the shaped of the shoe?
__________2. There are three ___________ used in standard in polishing the shoe.
__________3. Be free from attention, interference and observation by other guests

or
member of the public is called _____________.
__________4. Confidentiality means keeping matters to do with the _______ to you.
__________5. Valets must be aware that there are present dangers of being sued
by clients for ____________ of privacy and confidentiality.
84
Post test
Modified True or False
Directions: Write TRUE if the statement is correct and FALSE if it is incorrect. Fill in
the blanks with the correct word from the choices given below. Write your answers in
your notebook.
Butler hotel laundry Confidentiality

Punctuality technical confide Professionally
loyalty luggage discrete Organize
Clothes preference unpacking “Walk the talk”
main duties ironing board valet/butler communication
__________1. A valet/butler is employed in the ___________establishment.
__________2. The valet can be trusted whom the guest can _____ in when they talk
or share idea, information or opinion that makes a valet a
housekeeper.
__________3. _________ activities like reservation, travel and tours and meeting
are
the few of the job responsibility of the valet /butler.
__________4. One of the _________ of the valet is to clean the hallways of the
hotel.
__________5. ____________ have to study the physics to address guest preference
properly and accurately.
__________6. The valet /butler needs to able to perform a range of _________

skills.
__________7. Being ________ is one way of showing professionalism in

valet/butler
Service.
__________8. _______________is not essential in valet/butler service.
__________9. ___________ groomed is strict requirement for valet/ butler

personnel.
85
__________10.__________and inconsiderateness are strictly adhered in valet/
butler
Service.
__________11. Valet organize transfer of _______ to using other front office staff
and
Bell man or porters.
__________12. First step in ________ guest luggage is to secure the keys

necessary
to obtain the luggage and the locks.
__________13. Good _______________ also enhances the relationship between

the
valet and their guest which must be characterized by agreement and
harmony is call rapport.
__________14 .Butler wins customer _______ by revealing guest information to

other
guest in the hotel of information.
__________15.VIP Guest _____________ should be taken for granted but updated.
__________16.Care for guest property is very important aspect in ________ service.
__________17._________are usually laid out on beds and in sequence in which the

guest will dress.
__________18.The valet irons the clothes in the guest room using standard iron and
___________ with all the necessary accompaniments such as spray
bottles from starch and water, and lint removing brushes.
__________19. Valet/butler service should have an off-premises _______ that

meets
Guest requirement requirements.
__________20._____________means keeping matters to do with the other guest

and
to you.
86
Generalization
This module gave you the opportunity in developing your skills to

Provide Valet / Butler Services in accordance to the standard
operating procedures, knowledge and techniques you learned of
Housekeeping.
You learned to Set up guest room, Standards procedure for Bed

Set up, Loading of Room boys Trolley and other services of the guest
rooms. Which is important to enhance in Cleaning and preparing rooms
for guest.
This will prepare you to move on to the next lessons to improve and gain
important knowledge and skills in Laundry and Linen Guest’s Clothes
87
88
POST TEST
1.TRUE 6. TRUE 11. TRUE 16 TRUE
hotel technical luggage valet/butler
2. TRUE 7. TRUE 12. TRUE 17. FALSE
confide discrete unpacking Clothes
3. TRUE 8.FALSE 13.TRUE 18.TRUE
Organize “Walk the talk” communication ironing board
4. FALSE 9. TRUE 14.FALSE 19.FALSE
main duties Professionally loyalty laundry
5. FALSE 10. FALSE 15.FALSE 20. FALSE
Butler Punctuality preference Confidentiality
Pre-Assessment Answers
1. TRUE 6. TRUE 11. TRUE 16. TRUE
2. TRUE 7.TRUE 12.TRUE 17. FALSE
3.TRUE 8.FALSE 13.TRUE 18. TRUE
4. FALSE 9.TRUE 14. FALSE 19. FALSE
5. FALSE 10. FALSE 15. FALSE 20. FALSE
S-C 3.1 S-C 3.2 S-C 3.3
1. b 1. True 1.True / shoe tree
2. b 2. False 2. False / Brushes
3. a 3. True 3.False / confidentiality
4. c 4. False 4. True / guest
5. d 5.True 5. True / breaching
Key to Answers
References:
Learning Material
Australian Aid, ASEAN, William Angliss Institute, Specialist Center for food, tourism
and hospitality
HOUSEKEEPING NCII CBLM
HOUSEKEEPING TESDA TR
HOUSEKEEPING MANUAL
Online
Photos link
https://traininghotels.org/
https://unsplash.com/
https://creativecommons.org/
https://tecpartners.co.uk/were-aiming-high-for-dubai/
https://www.facebook.com/1237049303111982/posts/how-to-handle-vip-and-vvip-
arrivals-in-hotels-hotelmangement-preparation-for-a-v/1272375336246045/
https://www.udemy.com/
https://hotelbarberini.com/
https://www.youtube.com/watch?v=viUNJtpbOE4
https://xycareers.com/
http://www.globaltimes.cn/content/978193.shtml
https://www.globaltimes.cn/content/978193.shtml
https://www.masterfile.com/
https://www.hotelogix.com/blog/
https://revenue-hub.com/
https://www.hotelogix.com/blog/
https://www.scmp.com/magazines/
https://www.vipbutlerservices
https://www.flickr.com/
https://www.mid-day.com/
https://www.pinterest.com/
https://cruiseable.com/
https://www.barcelonacrewacademy.com/
https://www.marriott.com/hotels/travel/
https://thefinerthingsintravel.com/
https://www.pprincess.com/
https://keiseeeinthecity.com/
https://www.indiamart.com/
https://chouchoute-corporate.co.uk/vip-gifts
https://www.cbsnews.com/
https:/asean .org/
https://carrers.com/
https://cayugahospitality.com/
https://time.com/
http://v2content.lobsterink.com/
https://aetravel.net/butler-service/
89
https://international academy.com/
https://unsplash.com/s/photos/
https://pixabay.com/images/search/perfume/
https://unsplash.com/s/photos/make-up
https://unsplash.com/s/photos/shaving
https://kaboompics.com/
https://unsplash.com/s/photos/sewing-kit
https://www.overstock.com/
https://cambodia.desertcart.com/
https://cebudailynews.inquirer.net/
https://en.aventurenordique.com/
https://www.episodesupply.com/
https://www.intelliverse.com/blog/building-rapport-in-sales-conversations/
https://twitter.com/doldernews/
http://www.thatsmags.com/china/post/10571/5-things-being-a-butler-in-the-peoples-
republic
https://asean.org/
https://www.mid-day.com/articles/a-day-in-the-life-of-tanvi-ashar-head-butler-at-the-
st-regis-mumbai/16558161
https://www.tibettravel.org/tibet-travel-advice/laundry-services-in-lhasa.html
Recommended YouTube videos for Housekeeping:

Unpacking luggage
Packing luggage
Delivering guest laundry

90
For inquiries or feedback, please write or call:
Department of Education – Alternative Delivery Mode (DepEd-ADM)
Office Address: Masterson Avenue, Upper Balulang, Zone 1, Cagayan

de Oro City, Cagayan de Oro, Lalawigan ng Misamis
Oriental
Telefax:( 088 ) 880 – 881 – 881,3137

Email Address:region10@deped.gov.ph
91

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SENIOR HIGH SCHOOL

Published by the Department of Education

Development Team of the Module:

Co-Chairpersons: Dr. Victor G. De Gracia Jr. CESO V

Members: Marie Emirald A, Cabigas PhD, EPS-LRMS; Norberto E. Ronales, EPS-

Printed in the Philippines by: ____________________________________________

What I Need To Know ……………………………………..……..…… 3

General Instructions ………………………………………………… 5

What I Know ………………………………………………… 6

Quarter 1 Lesson 1 Provide Valet/ Butler Service to Guest

What I Have Learned ………………………………………………... 9

This module is prepared to help you understand the basic

In doing the activities to finish the requirements of this module,

 Work through all information and complete the activities in each

This module includes information and activities to develop desirable values,

 Provide valet service to guest

__________1. A valet/butler is employed in the hospitality establishment.

Buck Specialist piece of ironing equipment used to optimize the

CRS Computerized Reservation System

ETA Estimated time of arrival

ETD Estimated time of departure

Gratuities Tips – money given to staff by guests in appreciation of

Grooming Activities undertaken by a person to ensure they are well

PA Personal Assistant – staff who assist the guest with business

PM Post Meridiem – after noon/midday. 9: 00pm/9.00 PM = 9

Learning Outcome 3.1

A valet, also known as a “butler‟ is employed by a hotel to provide a personalized

Guest discuss confidential details with the valet / butler personnel

5. ORGANIZER – organizing activities including reservations, tickets to show,

The role of a valet would generally be undertaken by experienced staff

The valet is always:

a. A front-of-house member of staff

Services can include, but are not limited to:

9. Monitoring the provision of establishment services to the guests – both in-

Butler photos with link.docx

Butler photos with link.docx corporate.co.uk/ vip-gifts/

Original photo https://www.cbsnews.com/

14. Organizing restaurant bookings, personalized transportations, travel

15. Organizing activities to meet guest needs – such as arranging special

Original photo Shangri-La‟s, Mactan Cebu Original photo

17. Making, altering or confirming travel arrangement

Original photos Universal Studio, Singapore

1. Study background information and understanding guest preferences and

On guest departure the valet must:

Self- Check 3.1

Learning outcome 3.2

 port is established and feeling s of goodwill are enhanced between the

 Information about individual guest is accessed and utilized to provide

 Valet grooming and communication standards are followed in

1. Tactful and Diplomatic

original photos men and women in suit black bow tie

1.4Wear the full uniform as required by the employer

1.4.a Type and style of shoes to be worn

MEN VALET / BUTLER

Butterfly bow tie

Cufflink links studs

White gloves and Black tie

Leather black White handkerchief

2.1 Standard grooming activities to be considered or applied may include:

b. Use of suitable deodorant

c. Use of lightly-scented aftershave or perfume

e. Men must be clean shaven

f. Hair neat and tidy

h. Regular attention to teeth