HOUSEKEEPING NCII

COMPETENCY-BASED LEARNING MATERIALS

List of Competencies

No. Unit of Competency Module Title Code

Provide housekeeping Providing housekeeping

TRS5123111
1.
services to guests services to guests

Clean and prepare Cleaning and preparing

TRS5123112
2. rooms for incoming rooms for incoming
guests guests

Provide valet/butler Providing valet/butler

TRS5123113
3.
service service

Laundry linen and Laundering linen and

TRS5123114
4.
guest clothes guest clothes

Clean public areas,

Cleaning public areas,
TRS5123115
5. facilities and
facilities and equipment
equipment

Deal with/Handle Dealing with/Handle

TRS5123122
6.
intoxicated guests intoxicated guests

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 1 of 61
Developed by: NTTA
Templates NTTA
Revision # 01
 MODULE CONTENT

UNIT OF COMPETENCY : PROVIDE VALET/BUTLER SERVICE

MODULE TITLE : PROVIDING VALET/BUTLER SERVICE

MODULE DESCRIPTOR:

This unit of competency deals with the skills and knowledge

required to provide valet/butler services in a commercial accommodation
establishment. This role would generally be undertaken by staff members
with sound organizational and interpersonal skills within limit of
responsibility.

NOMINAL DURATION : 80 hours

LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1. Provide valet services to guests
2. Display professional standards
3. Care for guest property

ASSESSMENT CRITERIA:
1. Role of valet is defined in accordance with enterprise policy
2. Valet services are prepared to be delivered
3. Valet services is delivered within limit of responsibility
4. Valet services is recorded
5. Rapport is established and feelings of goodwill are enhanced between
the guest within limit of responsibility
6. Knowledge of individual guest’s records is accessed and utilized to
provide personalized and quality services based on guest instructions
and enterprise policy
7. Valet grooming and communication standards are followed, in
accordance with enterprise policy
8. Luggage is set in room based on guest instructions and enterprise
policy

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 2 of 61
Developed by: NTTA
Templates NTTA
Revision # 01
 9. Guest clothes may be processed based on guest instructions and
enterprise policy
10. Shoes are cleaned based on guest instructions
11. Repairs are made or organized based on guest instructions, in
accordance with enterprise policy
12. Confidentiality of guest’s property and activities is maintained in
accordance with legal and ethical requirements

LEARNING OUTCOME NO. 3

Date Developed: Document No. NTTA-TM1-07
Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 3 of 61
Developed by: NTTA
Templates NTTA
Revision # 01
Provide valet services to guests

Contents:

1. Role of valet services

2. Duties of valet services
3. Procedures in performing valet services

Assessment Criteria

1. Role of valet is defined in accordance with enterprise policy

2. Valet services are prepared to be delivered
3. Valet services is delivered within limit of responsibility
4. Valet services is recorded

Conditions

The participants will have access to:

Date Developed: Document No. NTTA-TM1-07

Trainers July 2010 Issued by:
Methodology Level I Date Revised:
February 2012 Page 4 of 61
Developed by: NTTA
Templates NTTA
Revision # 01
TOOLS EQUIPMENT MATERIALS/
SUPPLIES
 Caddy/ trolley  Luggage carrier
 Pen and paper
 Laundry basket  Sorting shelves
 Tags
 Labeler
 Housekeeping forms
Assessment Method:

1. Written Test
2. Oral questioning
3. Demonstration
 Learning Experiences
Learning Outcome 1
CARE FOR GUEST PROPERTY

Learning Activities Special Instructions

 Information Sheet 3.1-1
ROLE OF VALET SERVICES
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Identify the Role of Valet; and
2. Perform the Role of Valet.

INTRODUCTION
This unit applies to all establishments where specialist valet or butler
services are conducted. This Information Sheet identifies the tasks a valet
undertakes
The job of the valet a valet, sometimes also known as a 'butler', is
employed by a hotel to provide a personalized 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.
However international guests may have very high levels of expectation
in relation to the service provided by valets, especially High Standard guests
and VIP guest. Many expect the same level of service provided by other up-
market hotels around the world.

ROLES OF A VALET
Many regard the valet as providing a combination of roles each with
its own demanding level of personalized and individualized 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
Organizer – organizing 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.
 Self- Check ______

(Type of Test) : (Instruction)

1. What is the process of putting your product into containers for easy
distribution?

A. Packaging C. Wrapping B. Labeling D. Storing

2. This term refer to packaging in large standardized containers for

efficient shipping and handling

a. aseptically b. packaging c. bulk d. containerization

Which of the following material is made from wood pulp and used for flexible
packaging of goods? c. Cellophane c. metal d. Glass d. paper 9. A thin and
transparent material that is made of cellulose and contains variable amount
of water and softener. a. cellophane c. metal b. glass d. paper 10. This
packaging material is man-made polymers of very high molecular weight. a.
cellophane c. plastic b. glass d.
 ANSWER KEY ____

1.
2.
3.
4.

Information Sheet 3.1-2

DUTIES OF VALET SERVICES

Learning Objectives:
 After reading this INFORMATION SHEET, YOU MUST be able to:
1. Identify valet services and,
2. Perform the valet service

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 organizing- the repair of, clothes and other guest
belongings
 Providing assistance- in relation to organization 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
 Organization 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
 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
 Organizing 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
 Organizing 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.
 Self- Check ______

(Type of Test) : (Instruction)

3. What is the process of putting your product into containers for easy
distribution?

A. Packaging C. Wrapping B. Labeling D. Storing

4. This term refer to packaging in large standardized containers for

efficient shipping and handling

b. aseptically b. packaging c. bulk d. containerization

Which of the following material is made from wood pulp and used for flexible
packaging of goods? c. Cellophane c. metal d. Glass d. paper 9. A thin and
transparent material that is made of cellulose and contains variable amount
of water and softener. a. cellophane c. metal b. glass d. paper 10. This
packaging material is man-made polymers of very high molecular weight. a.
cellophane c. plastic b. glass d.
 ANSWER KEY ____

1.
2.
3.
4.

Information Sheet 3.1-2

PROCEDURES IN PERFORMING VALET SERVICES
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Identify the Procedures in performing valet services and
2. Perform valet services

Self- Check ______

(Type of Test) : (Instruction)

5. What is the process of putting your product into containers for easy
distribution?

A. Packaging C. Wrapping B. Labeling D. Storing

 6. This term refer to packaging in large standardized containers for
efficient shipping and handling

c. aseptically b. packaging c. bulk d. containerization

Which of the following material is made from wood pulp and used for flexible
packaging of goods? c. Cellophane c. metal d. Glass d. paper 9. A thin and
transparent material that is made of cellulose and contains variable amount
of water and softener. a. cellophane c. metal b. glass d. paper 10. This
packaging material is man-made polymers of very high molecular weight. a.
cellophane c. plastic b. glass d.
 ANSWER KEY ____

1.
2.
3.
4.

Information Sheet 3.1-2

IDENTIFY VALET SERVICES