Communicating with guests & their party

Unpacking & storing guest luggage

Preparing clothes & footwear

Ironing of items

(Continued)

Trainer identifies for trainees the main duties of a valet mentioning their workplace Job/Position
Description is a good starting point for determining what is expected:

Professionally and confidentially communicating – with the guest, and on behalf of the guest and their
party (spouse, manager, agent, retinue, personal assistants)

Unpacking and storing guest luggage – according to instructions and/or using common sense (more on
this later)

Preparing guest clothes and footwear – ready for use, including laying out clothes

Light pressing of garments – as required or requested.

Class Activity – Handouts

Trainer obtains one or more Job Descriptions/PDs for valets from local venues and:

Distributes and discusses same with trainees

Highlights aspects of the documents of obvious importance to management.

10 Describe the services delivered by a valet

Packing guest luggage

Cleaning & polishing shoes

Repairing clothes & other items

Providing assistance in relation to organisation of guest needs & requests

(Continued)

Trainer continues identifying for trainees the duties of a valet:

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 for things such as wake up
calls, newspaper, coffee/tea. The list here is really endless.

11 Describe the services delivered by a valet

Monitoring provision of services to the guest

Recording services delivered

Preparing room(s) before guest arrives

Looking after guest laundry & dry cleaning needs

(Continued)

Trainer continues identifying for trainees the duties of a valet:

Monitoring the provision of establishment services to the guest both in-room and throughout the
venue. This may include:

Arranging and supervising the provision (delivery and service) of room service for meals, snacks, parties,
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

Preparing room(s) before guest arrive 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

12 Describe the services delivered by a valet

Organising & processing secretarial duties on request

Arranging bookings & making purchases

Organising activities to meet guest needs

Providing of local advice

Dealing with travel arrangements.

Trainer continues identifying for trainees the duties of a valet:

Organising and processing secretarial duties upon request such as messages, faxes, packages,
translation, postage, and use of the business facilities at the property

Arranging (sometimes via the concierge) 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 or room,
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 sightseeing

Options for tourism and leisure activities

Acquisition of personal services.

Making, altering and/or confirming travel arrangements – obtaining tickets, obtaining quotations.

13 Describe the services delivered by a valet

Before guest arrives:

Research the guest

Identify their needs, wants & preferences

Take action to meet expectations.

Trainer continues identifying for trainees the duties of a valet explaining prior to guest arrival that 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 – and guest expectations – are met when the guest
arrives.

Trainer explains these areas will be covered in more detail on later slides.

14 Describe the services delivered by a valet

On departure:

Process charges to guest account

Update guest history

De-brief with management.

Trainer continues identifying for trainees the duties of a valet explaining before and on departure of a
valet-serviced guest that the valet must:

Record and process guest charges and accounts for billing and payment

Assist in the maintenance of guest history file(s) 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.

Trainer again explains these areas will be covered in more detail on later sides.

Class Activity – Guest Speaker

Trainer arranges for a guest who uses valet services in a venue to attend and:

Identify their expectations regarding valet services

Explain the tasks they have used valets for

Talk about the annoying activities or habits of valets

Discuss their experiences (good and bad) with valets

Provide their tips and advice about what valets should and should not do when servicing guests.