COMPETENCY BASED LEARNING MATERIAL

Sector:

TOURISM

Qualification:

HOUSEKEEPING NCII

Unit of Competency:

PROVIDE VALET/BUTLER SERVICE

Module Title:

PROVIDING VALET/BUTLER SERVICE

MDM SAGAY COOLEGE

National Highway,Fabrica, Sagay City Negros Occidental

Senior High School Department

 HOW TO USE THIS COMPETENCY BASED LEARNING MATERIAL

Welcome to the module in HOUSEKEEPING NCII QUALIFICATION.

This module contains training materials and activities for you to complete.

The unit of competency “PROVIDE VALET/BUTLER SERVICE” contains

knowledge, skills and attitude required for TRAINEES.

You are required to go through, a series of learning activities in order

to complete each learning outcome of the module. In each learning outcome
are Information Sheet, Self-Checks, Task Sheets and Job Sheets. Then
follow these activities on your own. If you have questions, don’t hesitate to
ask your facilitator for assistance.

The goal of this course is the development of practical skills in

supervising work-based training. Tools in planning, monitoring and
evaluation of work-based training shall be prepared during the workshop to
support in the implementation of the training program.

This module is prepared to help you achieve the required competency,

in “HOUSEKEEPING NCII”.

This will be the source of information for you to acquire knowledge

and skills in this particular competency independently and at your own
pace, with minimum supervision or help from your facilitator.

Remember to:

 Work through all the information and complete the activities in each
section.
 Read information sheets and complete the self-check. Answer keys are
included in this package to allow immediate feedback. Answering the
self-check will help you acquire the knowledge content of this
competency.
 Perform the task sheets and job sheets until you are confident that
your output conforms to the performance criteria checklist that
follows the sheets.
 Submit outputs of the task sheets and job sheets to your facilitator for
evaluation and recording in the Accomplishment Chart. Outputs shall
serve as your portfolio during the institutional competency evaluation.

A certificate of achievement will be awarded to you after passing the

evaluation. You must pass the institutional competency evaluation for this
competency before moving to another competency
 HOUSEKEEPING NCII

CONTENTS OF THIS COMPETENCY – BASED LEARNING MATERIALS

LIST OF COMPETENCIES

No. Unit of Competency Module Title Code

Provide Housekeeping Providing Housekeeping

1 Services to Guests Services to Guest TRS5123111

2 Clean and prepare rooms Cleaning and prepare TRS5123112

for incoming guests rooms for incoming
guests

3 Provide Valet/Butler Providing Valet/Butler TRS5123113

Service Service

4 Laundry Linen and Guest Laundering Linen and TRS5123114

Clothes Guest Clothes

5 Clean Public Areas, Cleaning Public Areas, TRS5123115

Facilities & Equipment Facilities & Equipment

6 Deal with/handle Dealing with/handle TRS5123122

intoxicated guests intoxicated guests
 Welcoming and greeting procedures

Learning Objectives
After reading this information sheet, you must be able to:
1. Define what a receptionist is and enumerate its responsibilities.
2. Perform proper welcome and greeting procedures.
3. Determine the extra services associated in welcoming and
accommodating the guests.

The way you welcome a guest influences the food and beverage
establishment’s sales. The service we provide the guests in their arrival is as
important as their entire stay and experience. As a receptionist, your dress,
behavior, attitude even the cleanliness of the premises, are going to be
important elements to successfully welcoming the guests.
In this section we will explore the activities that take place when the
customer arrives at the food and beverage establishment.

Receptionist
Receptionists are part of the food and beverage service department. This
role is responsible for the following tasks:
 welcoming guests
 checking reservation details
 Escorting guests to their table.

If receptionist is not available, the captain waiter or food and beverage

service attendant/ waiter is responsible for doing the tasks mentioned above.
 Important Things to Consider before the Arrival of the Guests

1. Door/Entry Signage

Make sure to change the close signage to open.

2. Proper Dress Code and Personal Hygiene

The Society considers the way employees dress and their appearance is
of significant importance in portraying a professional image to all customers
and ... of dress and appearance considered suitable when at work. ...
Employees are expected to maintain a high level of personal hygiene at all
times
3. Keep Track of Each Station and Reservation Details

Make a chart of each server's station, and what tables are in it (also learn
the table layout by heart). Review all reservations for your shift, and assign
suitable tables for each. Keep note of how many people are in a party, what
time they arrived, and what table they are at. Also keep note of who is still
there so that servers do not become overwhelmed.

Proper Welcome and Greeting Procedures

1. Acknowledge the Guest’s Arrival

10 & 5 Rule of Greeting

In greeting guests, you should always observe the 10 & 5 rule:

 Within 10 feet – Greet with a smile, hand wave and eye contact.
 10 ft

 Within 5 feet – Greet using an appropriate verbal greeting

5 ft

As soon as the guest enters the restaurant, acknowledge his presence by

greeting “Good morning, afternoon, etc.”

If the guest is a repeat guest, say “I’m glad to see you again.” It is
friendly. Never say “I haven’t seen you for a long time.” It is nagging.

2. Building Rapport and Making Guest Feel Comfortable

Building rapport can add great value to the entire guest’s experience.

Here are some tips on how to build rapport with your guests:
 Use the weather. A genuine comment: “Isn’t it cold today?” can be a great
ice-breaker and help strike up a conversation
 Sporting events – “Did you watch the game today?”
 Special events – “Happy Valentine’s Day”
 The season – “Isn’t it getting rainy these days?”
  A special in-house event – “Welcome to our restaurant’s 10 th anniversary,
it will be a night to remember!”

3. Addressing the Guest

 If possible, greet them by their name using prefixes like Mr., Mrs. Atty.,
etc. if you know them.
 Never use their first name unless they tell you to do so.

4.

Assisting the Guest

You can assist and provide extra impression in many ways:

 Open the door for the guests
 Ask and assist the guest in taking off their coats


 Fold and store their umbrella in a stand

  Assist guests with their luggage

5. Offering pre-meal services

When circumstances dictate, or opportunities present themselves, pre-
meal services can be offered to guests. These services include:

Lounge and waiting areas

When your guests are part of a larger party and they are the first
ones to arrive, they may be pleased to be offered the benefits of waiting in
a lounge area or a special waiting area, rather than being made to sit
alone at their dining table. This saves your guests possible
embarrassment, demonstrates excellent customer service and indicates
that you are tuned in to individual needs. You can offer the customer
something to read.
Valet services
Common services for diners include valet parking and car retrieval,
booking theatre or other tickets, arranging for taxis or limousine hire,
and even secretarial services for business people.

Participation in special displays or promotions

Where the venue is conducting an in-house competition, or survey,
or other promotional activity it is wise to at least notify your guests of
what is happening

Bar service
It may be appropriate to offer guests the services of your bar before
they go to their table. Especially where the bar has a special feature or
aspect, this can be a valuable service to offer.
6. Determine if Guest has Reservation
It is important to determine if the guest is a walked-in customer or has
reserved a table prior to arrival.
You can simply ask, “Sir/Ma’am, do you have a reservation?” If the guest
has a reservation you need to ask for his/her full name and necessary
reservation details. Check the reservation logbook to see their record. If the
reservation details have been checked and the record has been confirmed,
proceed in escorting the guest.

7. Escorting the Guest

As a receptionist, you should be able to escort the guest according to the
standard of the food and beverage establishment.
Procedures in Escorting the Guest
1. If you have confirmed that guest has reservation and checked the
restaurant’s table layout, you should escort the guest to his/her
reserved table by saying: “We have prepared a nice table for you/your
party. This way please.”
2. If the guest has no reservation, receptionist should ask how many
are they in the party, and if you think there is still a vacant table to
accommodate them, then offer a good table by saying, “May I suggest
a nice table for your party?” Then you should lead them to that table.
3. When ushering guests to the table, walk ahead with suitable pace.
Do not get too far or they may sit in some empty spot you have not
prepared for them.
4. If the receptionist is busy, the manager, headwaiter or captain can
escort the guests.
 SELF CHECK 2.1-1
Multiple Choice: Choose the correct letter that best describe the statement.
Write the answers in capital letter on your answer sheet.

1. Person responsible for welcoming guests, checking reservation details and

escorting guests to their table.
A. Captain Waiter
B. Receptionist
C. Valet Runner
D. Food & Beverage Service Attendant or Waiter

2. It is a special area in a restaurant where in guests can rest and wait until
they were seated on their designated tables.
A. Rest Room
B. Smoking Area
C. Bar
D. Lounge

3. It is a common service for diners that includes car parking and car retrieval,
booking theatre or other tickets, arranging for taxis or limousine hire, and even
secretarial services for business people.
A. Ticketing Service
B. Bar service
C. Valet Service
D. Pre-meal Service

4. What’s the rule for greeting guests in a distance?

A. 10 & 5 Rule
B. 20 & 10 Rule
C. Hand Wave Rule
D. Hand Shake Rule
5. Valet and bar service, lounge and waiting areas are part of which service?
A. Room Service
B. End of Service Assistance
C. Customer Service
D. Pre-meal Service

6. What record needs to be reference when checking the guest’s reservation?

A. Reservation Logbook
B. Database
C. Menu Card
D. Floor plan
 ANSWER KEY 2.1-1
1. B
2. D
3. C
4. A
5. D
6. A
 TASK SHEET 2.1-1

Title: Welcome and Greet Guests

Performance Objective: Given a standard reception area or waiting

lounge, you should be able to determine and demonstrate the proper
welcoming and greeting procedures as per hotel and restaurant policies.

Supplies/Materials : Name tag, reservation logbook/sheet, pen

magazine/newspaper, umbrella stand/rack
Equipment : Lounge couch, receptionist’s station

Steps/Procedure:

1. Choose a partner(s) that will play as your guest(s).

2. You should act out as the restaurant’s receptionist in welcoming

the incoming guest and in providing pre-meal services.
3. You can choose between the two scenarios:
A. Guest has reserved a table prior to arrival.
B. Guest is a walked-in customer.
4. Offer and perform at least one pre-meal service to the guest.
5. Check your performance against the Performance Criteria
Checklist 2.1-1
6. Present your work to your trainer.

Assessment Method:

Demonstration, Roleplay and Oral Questioning

 Performance Criteria Checklist 2.1-1
Trainee’s Name: __________________________________ Date: ________________

CRITERIA Yes No
Did the student do necessary preparation prior to the arrival of
guests?

Was the 10 & 5 greeting rule observed?

Was the proper greeting stated?

Was the guest addressed politely and properly?

Was building rapport performed?

Was the reservation logbook/ sheet checked?

Was the guest properly escorted in a normal pace?

Was assistance offered when necessary (e.g. luggage, umbrella)?

Were pre-meal services provided?

Was the guest properly guided to the table?

Comments/Suggestions:

Trainer: __________________________________________ Date: ________________