Competency Based Learning Material

Competency Based
Learning Material
Prepare and produce bakery
products
Competency Based Learning Material
Prepare and produce

bakery products
TRAINERS METHODOLOGY LEVEL 1
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module title Code
1 PREPARE AND PRODUCE PREPARING AND TRS741379

BAKERY PRODUCTS PRODUCING BAKERY
PRODUCTS
2 PREPAR AND PRODUCE PREPARING AND PRODUCING TRS741380

PASTRY PRODUCTS PASTRY PRODUCTS
3 PREPARE AND PRESENT PREPARING AND TRS741342

GATEAUX, TORTES AND PRESENTING GATEAUX,
CAKES TORTES AND CAKES
4 PREPARE AND DISPLAY PREPARING AND DISPLAYING TRS741344

PETITS FOURS PETITS FOURS
5 PRESENT DESSERTS PRESENTING DESSERTS TRS741343
MODULES OF INSTRUCTION
QUALIFICATION: BREAD AND PASTRY PRODUCTION NC II
UNIT OF COMPETENCY : Prepare and produce bakery products
MODULE TITLE : Preparing and producing bakery products
MODULE DESCRIPTION : This unit deals with the knowledge and skills
required by bakers and pastry cooks (patissiers) to prepare and produce a
range of high-quality bakery products in commercial food production
environments and hospitality establishments.
NOMINAL DURATION :
SUMMARY OF LEARNING OUTCOMES:

LO 1: Prepare bakery products
LO 2: Decorate and present bakery products
LO 3: Store bakery products

LO 1: Prepare bakery products
ASSESSMENT CRITERIA:
1.1 Required ingredients are selected, measured and

weighed according to recipe or production
requirements and established standards and
procedures
1.2 A variety of bakery products are prepared according
to standard mixing procedures/formulation/ recipes
and desired product characteristics
1.3 Appropriate equipment are used according to
required bakery products and standard operating
procedures
1.4 Bakery products are baked according to techniques
and appropriate conditions; and enterprise
requirement and standards
1.5 Required oven temperature are selected to bake
goods in accordance with the desired characteristics,
standards recipe specifications and enterprise
practices
CONTENTS:
1. Varieties and characteristic of bakery product

2. Varieties and characteristic of bakery product
CONDITION:
Student/ trainee must be provided with the following:
Tools Equipment Materials/ Supplies
Mixers Pen and paper
Cutting implements
Scales
Measuring Cups &

Spoon
Bowls
Oven
Baking sheets
LO 2: Decorate and present bakery products
2.1 A variety of fillings and coating/icing,

glazes and decorations for bakery products are
prepared according to standard recipes,
enterprise standards and/or customer
preferences
2.2 Bakery products are filled and decorated,
where required and appropriate, in accordance
with standard recipes and/or enterprise
standards and customer preferences
2.3 Bakery items are finished according to desired
product characteristics
2.4 Baked products are presented according to
established standards and procedures
CONTENTS:
1. Classification and techniques for fillings and finishing bakery products

2. Stuffs use in designing and decorating bakery products.
CONDITION:
Tool Equipment Materials/ Supplies

s
Telephone Pen and paper
LO 3: Store bakery products
3.1 Pastry products are stored according to

established standards and procedures
3.2 Packaging are selected appropriate for the
preservation of product freshness and eating
characteristics
CONTENTS:
1. Proper Packaging Labeling and presentation and display.

2. Proper storage condition of bakery products
CONDITION:
Tool Equipment Materials/ Supplies

s
Telephone Pen and paper
Learning Experience
Learning Outcome 1
PROVIDE VALET SERVICES TO GUESTS
LEARNING ACTIVITIES SPECIAL INSTRUCTION
Read information sheet In this Learning outcome, you should be able

3.1-1 Role of valet to provide valet/butler services in a
Watching the Power commercial accommodation establishment.
Point Presentation on To be able to do this, you need to do the
Role of valet following:
Answer self-check 3.1-1
in your LMS
 Go through the Information Sheets on
Verify answer using CBLM.
answer key 3.1-1 / Automatic  Further materials, such as videos and
feedback will be given after PowerPoint presentations, are
submission accessible for viewing in order to
provide additional information.
Perform Task sheet 3.1- Request the trainer's assistance in
1 Proper welcoming of viewing the videos and Power Point
guest in the hotel presentations.
 Answer the self-checks to confirm that
Evaluating the you have a good understanding of the
performance from requirements in competency-based
Performance Criteria training. Examine your responses
Checklist 3.1-1 against the Answer Keys. If you have a
Read information sheet wrong response or answers, go back
3.1-2 Personal and read the section of the information
characteristics required page where the correct answer can be
of a valet found. Before moving on to the next
exercise, you must successfully answer
Watching the all of the questions.
PowerPoint  To improve your skills, complete the
presentation about Task Sheet and the Job Sheet. Use the
Personal characteristics Performance Checklists to assess your
required of a valet performance.
Answer self-check 3.1-2  Present your production to your
in your LMS trainer when you're ready.
 If you have any questions, please
Verify answer using contact your trainer.
answer key 3.1-2 / Automatic
feedback will be given after After doing all activities of this LO, you are
ready to proceed to the next LO in
submission
Perform Task sheet 3.1-
2 how to assist guest
while heading the guest
room
Evaluating the
performance from
Performance Criteria
Checklist 3.1-2
Read information sheet
3.1-3 Valet grooming
and personal
presentation standards
Watching the
PowerPoint
presentation about
Valet grooming and
personal presentation
standards
in your LMS
Verify answer using

feedback will be given after
submission
Perform Job sheet 3.1-3
Valet grooming and
personal presentation
standards
Evaluating the
performance from
performance Criteria
Checklist 3.1-3
3.2-1 Recording guest
information in advance
of guest arrival
Watching the
PowerPoint
presentation about
Recording guest
information in advance
of guest arrival
in your LMS
Verify answer using

submission

1 Proper assistance to
the guest needs
Evaluating the
performance from
Checklist 3.2-1
3.2-2 Determine guest
requirements and
preferences
Watching the
PowerPoint
presentation about
Determine guest
requirements and
preferences
in your LMS
Verify answer using

submission

2 Create a list of
possible expectations of
the guest in the hotel
Evaluate the
performance from
Checklist 3.2-2
3.2-3 Preparations of
guest rooms before
arrival
Watching the
PowerPoint
presentation about
Preparations of guest
rooms before arrival
in your LMS
Verify answer using

submission

Perform inspection of
the room and the need
to take action in the
room of the guest
Check performance
using Performance
Criteria Checklist 3.2-3
3.3-1 Welcoming guest
upon arrival and
establish appropriate
rapport
Watching the
PowerPoint
presentation about
Welcoming guest upon
arrival and establish
appropriate rapport

in your LMS
Verify answer using

submission

1 Welcoming guest with
proper rapport
Check performance
using Performance
3.3-2 Proper dealing
with guest luggage
Watching the
PowerPoint
presentation about
Proper dealing with
guest luggage
in your LMS
Verify answer using

submission

2 Performing proper
unpacking of guest
luggage
Check performance
using Performance
3.3-3 Proper dealing
with guest clothes
Watching the
PowerPoint
presentation about
Proper dealing with
guest clothes
in your LMS
Verify answer using

submission

Performing proper shoe
cleaning
Check performance
using Performance
INFORMATION SHEET 1.1-1

Preparing Bakery Products
Learning Objectives:
After reading this information sheet you must be able to:
1. Define Bakery Products

2. Know the various types and classification of Bakery Product
3. Determine the principle in preparing bakery products
People of all ages are affectionate of different bakery products, because of their
taste, color and easy to digest nature. They eat and serve different bakery
products in their parties and festivals. Celebrating any moment of happiness is
incomplete with bakery products. Bakery products are becoming prominent
day by day. They are very popular because of its taste and simple to digest.
Bakery products means products manufactured in a bakery; for example:

bread, rolls, buns, cakes, cookies, crackers, doughnuts, pies, pastries, pretzels,
and potato chips.
Bakery products ’ means all traditional bakery products, including

bakery products that contain vegetables and or meat.
Varieties and Characteristics of Bakery Products

Breads
Bakeries produce a wide variety of breads including rye, Italian and

pumpernickel. Breads are one of the oldest forms of food in the world and are
made by baking dough, a flour and water mixture. Other ingredients such as
salt, fat, milk, sugar, baking soda and yeast can be added. Breads come in a
variety of forms, including rolls and loaves. Other common ingredients in bread
include nuts, seeds and vegetables.
Doughnuts
Doughnuts provide a tasty snack and can be eaten for breakfast. Usually sweet
and deep fried, doughnuts come with a hole in the middle or as a solid piece
filled with items such as jelly, creams or custards. Doughnuts can be baked in
an oven instead of deep fried. Common doughnut toppings include powdered
sugar, glaze and caramel. The two main types of doughnuts include yeast and
cake. Yeast doughnuts are lighter and fluffier. Cake doughnuts tend to be
heavier. The majority of doughnuts have a round shape.
Bagels
Bagels, popular breakfast items, are usually made of yeast wheat dough and
come in the form of a ring. Bagels have a thick and tough exterior that is crisp
and often browned. Common bagel toppings include poppy and sesame seeds.
Most bakeries carry bagels, although bagel shops specialize in bagels only.
Pies
Bakeries sell pies as dessert items. A pie is a baked dish consisting of layers of
pastry dough that form a shell and have sweet or sour fillings. Pies can also be
filled with meat and eaten as a dinner, however such pies are rarely found in
bakeries. Some traditional varieties of pies sold in bakeries include apple,
strawberry, blackberry, cherry, cream, custard, key lime and lemon meringue.
Pastries
Pastries refer to baked goods made with ingredients that often include butter,
sugar, shortening, flour, baking powder and eggs. Pastries, higher in fat
content than breads, include small desserts and quiches. Other types include
Danish pastry and croissants.
Principles of bread making
SCALING INGREDIENTS: It is very important to scale or measure ingredients

accurately when making yeast bread.
MIXING AND KNEADING DOUGH: Dough must be mixed properly in order to

combine the ingredients uniformly, distribute the yeast and develop gluten.
Dough mixing methods:
FERMENTING DOUGH: Fermentation is the process by which yeast converts

sugar to alcohol and carbon dioxide. During fermentation, the dough is allowed
to rise. Fermentation is resting of whole dough but proofing is resting of shaped
dough (balls and knotted). The whole yeasted dough is kept in an oiled
container to allow fermentation in a warm place it reaches double in size.
PUNCHING DOWN DOUGH: After fermentation, the dough is folded down to

expel and redistribute the gas pockets with a technique known as punching
down or knockback. Punching down help to even out the dough’s temperature
and relaxes the gluten.
PORTIONING DOUGH: Dough is now ready to be divided into portions. For

loaves, the dough is scaled to the desired weight. For rolls, equal small
portions.
ROUNDING PORTIONS: The portions of dough must be shaped into smooth,

round balls in a technique known as rounding. Rounding stretches, the outside
layer of gluten into a smooth coating.
SHAPING PORTIONS: Lean dough and some rich dough can be shaped in
varieties of form – large loaves, small loaves, dinner rolls, etc.
PROOFING PRODUCTS: Proofing is the final rise of shaped yeast product

before baking. The temperature should be 35-46 degree centigrade. Proofing
chamber- temperature and humidity can be controlled with a special cabinet
known as a proof chamber. Proofing should be continued until double in size.
BAKING PRODUCT: As yeast bread bake, a variety of physical, chemical

changes occurs. Oven spring- when yeast rolls or dough is lace inside a hot
oven, suddenly yeast product experiences a rise in size, is called oven spring.
The temperature increases, the yeast dies, gluten fiber becomes firm, and the
starches gelatinize.
COOLING AND STORING FINISHED PRODUCT: Yeast produced should be

cooled at room temperature. Once cool, should be stored at room temperature
and on freeze if need to be stored for a longer time.
SELF-CHECK 1.1-1
INSTRUCTION: Choose the letter of the correct answer.
1. It means products manufactured in a bakery; for example: bread, rolls, buns,

cakes, cookies, crackers, doughnuts, pies, pastries, pretzels, and potato chips.
a. Bakery products
b. Pastry products
c. Industry products
2. It is very important to scale or measure ingredients accurately when making

yeast bread.
a. Punching down dough
b. Fermenting dough
c. Scaling ingredients
3. It is the process by which yeast converts sugar to alcohol and carbon

dioxide. During fermentation, the dough is allowed to rise.
a. Punching down dough

b. Fermenting dough
c. Scaling ingredients
4. It is a baked dish consisting of layers of pastry dough that form a shell and
have sweet or sour fillings
a. Bagels
b. Pies
c. Doughnuts
5. The portions of dough must be shaped into smooth, round balls in a

technique known as rounding.
a. Rounding Dough
b. Portioning Dough
c. Sharpening Dough
Answer Key 1.1-1
1. A
2. C
3. B
4. B
5. A
Information Sheet 1.1-2
After reading this information sheet, student will be able to;
1. Enumerate the various Kinds of tools and equipment used in making bakery
products.
2. Describe the function of each tools and equipment
In any project, half the battle is having the right tools. If you enjoy
baking, that means not only have the right bake ware and utensils, but also
knowing the proper care and storage of these items so that they last longer and
provide better results. Nonstick bake ware, for instance, must be cleaned
carefully to preserve the nonstick surface. Likewise, wooden utensils are more
prone to bacterial contamination and must be maintained properly to thwart
food-borne illness. Knowing how best to care for your baking equipment is one
aspect of being a better baker.
KINDS OF TOOLS AND EQUIPMENT USED IN MAKING BAKERY PRODUCTS

AND ITS FUNCTION
Measuring Tools
Spoons, cups, bowls. Measuring tools in a number of different materials
and sizes, and it’s important that you have a set. You’re going to need them to
measure out your wet and dry ingredients. It might cost you a pretty penny,
but you should definitely purchase good quality ones that will last you. Some
great brands to consider are Cuisipro, King Arthur Flour, Anchor Hocking, and
Pyrex.
Make sure you get a whole set of cups and spoons; you’re going to regret it if
you only purchase a quarter cup especially when you have to dump in three
cups of flour to make some bread. The same can go for spoons. Using a
teaspoon to count out three tablespoons can be a pain, especially if you end up
losing track. Try out your new measuring tools when you take a course in
making gluten free bread.
Baking Pans
When putting your baked goods in the oven, you’re going to need a pan
to place them in or on. Stoneware is an excellent choice, but it does need to be
preheated for best results. Aluminum pans are another great choice. You’re
going to want a number of different pans. There are cookie sheets, brownie
pans, circular pans, square pans, rectangle pans, and specialty shapes. Don’t
forget pie pans too.
Specialty pans are great for special occasions like weddings, birthdays,
and so many other parties. You can find pans in a number of different shapes
from flowers to monkeys. Take a look at your local craft store, and decide what
specialty shapes you just can’t live without. Those specialty pans will come in
handy while taking a course on cake decorating for fun and profit. Yes, you can
make money selling your baked goods once you get good at them.
Parchment Paper
This particular baking tool has a number of different uses. You can line
your pans to keep your baked goodies from sticking, or you can lay them out
on your counters to protect that beautiful granite top from flour and sugar. It’s
also a great way to store your baked goods so they don’t dry out in your
refrigerator. Parchment paper is grease-resistant and moisture-resistant.
Wax Paper
Like parchment paper, wax paper can be used for lining baking pans or
storing baked goods so they don’t dry. The only difference between the two
papers is really the fact that wax paper has a thin wax coating on both sides,
and parchment paper is really heavy paper. Wax paper is moisture-proof and
nonstick.

Oven Thermometer
This way you have the perfect temperature every time you bake
something. Oven temperature can make a big difference in baking so don’t
consider this tool optional.

Rubber Spatulas
Like parchment paper, this tool has different uses. You can use it to
scrape bowls so every last drop of batter ends up in the pan instead of down
your sink. You can also use them to fold your more delicate ingredients, and
they’re great when wanting to stir things gently by hand. Be sure to get them in
a variety of sizes so you have one for whatever baking fiasco you might run
into.
Icing Spatula
If you’re planning to take a course in cake decorating, you’re going to
want one of these. However, an icing spatula is quite a versatile tool. In my
household, we even use it for buttering bread and slapping mayonnaise onto a
sandwich. You can also use it for smoothing out your batter in the pan so you
end up with a flatter surface at the end (less wasted cake when you go to level
it). It’s also great for loosening your baked goods from the pan. Any baker can
tell you that even with oiling your pan, you’re going to have some slight
sticking. So, plan ahead with an icing spatula in your arsenal.
Whisk
Different shapes have different uses, which few people actually know. A
balloon whisk is great when you have to deal with lots of batter. You can also
use it for folding sometimes too. Narrower whisks are great for use in your pots
and pans when making curds and pastry creams on the stove top. You’re going
to want wire whisks and silicone-coated whisks. The silicone ones have the
added bonus of scraping the sides of bowls like a rubber spatula.
Pastry Brush
Brushes like those actually have a lot of uses from brushing on BBQ
sauces to applying glazes to baked goods. The traditional style had natural or
nylon bristles that shed and held onto flavors and colors.
This made it difficult to use the same brush for cooking and baking. Now, there
are silicone brushes that don’t hold onto colors and flavors, and they don’t
shed. This means you can use that pastry brush you used for a blueberry glaze
the other day to give your Thanksgiving turkey a nice rubdown in the oven.

Bench Scraper
This tool is especially versatile. You can use it to chop up nuts or cut dough
when making large batches. You can use it to scrape down your counters so
you don’t end up with sticky dough left behind. You can also use it to scoop up
ingredients to dump into a bowl. Once you have one, you’re going to wonder
how you ever did without it.
Mixing Bowls
In my household, mixing bowls doubled as popcorn bowls. With the
latest mixing bowls, however, you would likely feel guilty using it for your
popcorn because many of them come with a spout to make pouring into the
pan easier than ever before. You can even find some that have measuring units
on the side, which can come in handy when you’re making large batches of
items. You should have mixing bowls in a variety of sizes because many recipes
require you to mix dry and wet ingredients separately before combining them.
Mixers
If you would prefer to mix your baked goods by hand, I applaud you. Few
people mix by hand now because it can take more time and energy than most
of us have now. However, if you plan to make a lot of baked goods you probably
want to consider purchasing an electric mixer. There are two different kinds
that you can purchase – the hand mixer or the stand-up mixer.
The hand mixer is small allowing it to be easily stored away. You simply
hold it by the handle, put it into the bowl, and turn it on. Then you just
carefully move it around without throwing your batter everywhere. Most people
nowadays prefer stand-up or table-top mixers.
Though bulkier than their handheld cousins, stand-up mixers make it
easier to just set the speed and let it do its thing. However, they are more
difficult to store. More powerful stand mixers often have special accessories for
special projects like making bread. If you plan to make a lot of bread, consider
purchasing a pricier stand mixer with dough hooks. Otherwise, you will be
kneading that dough by hand.

Cookie Cutters
As the name obviously implies, these particular tools are designed for
cutting out cookie shapes. All you have to do is roll out some dough on the
counter and press the shapes into the flat dough. These are great for making
themed cookies beyond the traditional chocolate chip or sugar cookie. Plus,
you can decorate them just like you would a specialty cake for even more fun.
Rolling Pin
It would be impossible for you to flatten the dough of any of your baked
goods without a rolling pin. These come in handy when baking specialty-
shaped cookies or creating pizza. They come in a number of materials and
sizes, and they also have different weights. If you’re planning to make a lot of
specialty cookies or pizzas, try to get a heavier pin because the extra weight will
help roll the dough out smoother with less effort on your part.
Pastry Blender
This tool is designed with five or six U-shaped steel wires attached to a
handle at both ends. These wires run parallel to each other and are usually
evenly-spaced. They’re used to cut butter into recipes, distribute fat without
melting it, or even just for preparing your dough.
Pastry Cutter
Just like a pizza cutter, this tool involves a straight-edge wheel that is
used to cut dough into strips. Though usually used to cut narrow strips for
lattice-topped pies, you can use it to cut dough into bread sticks or pizzas into
squares. You could even use it to cut your cooked pizzas – after you’re done
using it for baking, of course.
Pastry Crimping Wheel

This particular wheel has a fluted design that’s used to cut dough to
have a decorative edge. This is usually used for pies, but you can use it to
design fancy cookies or even biscuits. You might even consider using it to
decorate your calzones.
Self-check 1.1-2
1. It is just like a pizza cutter; this tool involves a straight-edge wheel that is
used to cut dough into strips.
a. Pastry Crimping wheel

b. Rolling Pin
c. Pastry Cutter
2. This particular wheel has a fluted design that’s used to cut dough to have a
decorative edge. This is usually used for pies, but you can use it to design
fancy cookies or even biscuits.
a. Pastry Crimping wheel

b. Rolling Pin
c. Pastry Cutter
3. It can be used for lining baking pans or storing baked goods so they don’t
dry. It is moisture-proof and nonstick.
a. Parchment paper
b. Wax paper
c. Baking pan
4. This particular baking tool has a number of different uses. You can line your
pans to keep your baked goodies from sticking, or you can lay them out on
your counters to protect that beautiful granite top from flour and sugar.
a. Parchment paper
b. Wax paper
c. Baking pan
5. This tool is designed with five or six U-shaped steel wires attached to a
handle at both ends. These wires run parallel to each other and are usually
evenly-spaced. They’re used to cut butter into recipes, distribute fat without
melting it, or even just for preparing your dough
a. Cookie Cutters
b. Rolling Pin
c. Pastry Blender
Answer key 1.1-2

1.C
2.A
3.B
4.A
5.C
Information sheet 3.1-3

Learning Objectives
1. Differentiate the various techniques in making bakery products
2. Determine the mixing method for bakery products.
Mixing is one of the most critical and important operations in a bakery. The mixing stage
allows “inert” dry and liquid ingredients to create a very reactive and dynamic system that can be
then processed and transformed into value-added products.
COMMON BAKING TECHNIQUES
Sieve
Most recipes will instruct you to sieve dry ingredients. The main reason is to add more of
that all-important air to the batter. Sieved flour will yield a greater volume (not mass) than non-
sieved flour. To sieve like an all-star baker, step one is to make sure that the sieve is completely
dry. Hold the sieve a good distance from the bowl and tap gently with your free hand so that the
dry ingredients fall a little distance to the bowl, thereby incorporating air.
Fold
Folding is a delicate technique used to mix ingredients (like flour or stiffly whipped egg
whites) thoroughly into a batter without deflating it.
Folding is done by hand using a thin rubber spatula or a metal spoon. Add ingredients to a batter
in thirds as this helps keep the mixture light.
Add the first third of the ingredient to the egg batter. Cut down into the center of the
batter and sweep the spatula around the side of the bowl. Scoop the batter up from the bottom of
the bowl and bring it to the rim, folding it over the ingredient on the surface.
Repeat the folding motion, giving the bowl a half turn after each action, until well
blended. Add the remaining ingredient in batches repeating this technique.
Separate eggs
There are nifty little gadgets specifically made to separate the egg yolk from the egg
white on the market. But if gadgets aren’t your thing, you can do this perfectly well by hand.
Firstly, wash and dry your hands. Then, set out three clean and dry bowls. Crack the egg
gently on a flat surface or on the rim of a bowl, as close to the middle of the egg as possible.
Turn the egg out into the first bowl. Use your fingers to gently lift the yolk from the white and
transfer the yolk to the second bowl.
Crack the second egg into the third bowl, remove the yolk and add it to the first. Add the
egg white to the bowl of whites. Cracking each egg into a bowl of its own first is a good idea.
That’s because if you do accidentally break the yolk, it won’t run into the egg whites that you’ve
already separated.
Keeping the yolks and whites completely separate is very important if you need to whip
up the egg whites. This is because any yolk (or fat) in the whites will prevent them from
whipping up fully.
Tip: Chilled eggs are easier to separate. If a recipe asks for separated eggs, separate them
straight from the fridge and then let them come to room temperature before using.

MIXING METHODS
 STIR: This method is the simplest, as it involves mixing all the ingredients together with
a utensil, usually a spoon, using a circular motion.
 BEAT: The ingredients are moved vigorously in a back and forth, up and down, and
around and around motion until they are smooth. An electric mixer is often used to beat
the ingredients together.
 BLEND: Ingredients are mixed so thoroughly they become one.
 BIND: Ingredients adhere to each other, as when breading is bound to fish.
 CREAM: Fat and sugar are beaten together until they take on a light, airy texture.
 CUT IN OR CUTTING IN: To distribute solid fat in dry ingredients by Bench Scraper,
two knifes (in a scissor motion), a pastry blender, your fingertips or with a food processor
fitted with a steel blade, until finely divided.
 WHIP OR WHISK: Air is incorporated into such foods as whipping cream and egg
whites through very vigorous mixing, usually with an electric mixer or whisk.
 FOLD: One ingredient is gently incorporated into another by hand with a large spoon or
spatula. It creates little aeration.
Self-check 1.1-3

1. Air is incorporated into such foods as whipping cream and egg whites
through very vigorous mixing, usually with an electric mixer or whisk
a. Whip or whisk
b. Cream
c. Cut in or cutting in

2. To distribute solid fat in dry ingredients by Bench Scraper, two knifes
(in a scissor motion), a pastry blender, your fingertips or with a food
processor fitted with a steel blade, until finely divided
a. Whip or whisk
b. Cream
c. Cut in or cutting in

3. This method is the simplest, as it involves mixing all the ingredients
together with a utensil, usually a spoon, using a circular motion
a. Beat
b. Stir
c. Bind

4. It is a delicate technique used to mix ingredients (like flour or stiffly
whipped egg whites) thoroughly into a batter without deflating
a. Beat
b. Fold
c. Bind

5. Fat and sugar are beaten together until they take on a light, airy texture
a. Whip or whisk
b. Cut in or cutting in
c. Cream
Answer key 1.1-3

1. A
2. C
3. B
4. B
5. C

Decorate and Present Bakery Products
Learning Objective:
After reading this information sheet student will be able to;
1. Enumerate the different types of fillings.
2. Name some techniques in finishing bakery products
Bakery fillings are used to create a desired texture, sweetness, firmness,

adhesion, shelf life, or ease of pumping/injection, among other properties
FINISHING TECHNIQUES AND DIFFERENT TYPES OF FILLING
Various types of fillings are used in commercial baking and food production,
such as:
 Creams: typically made of superfine sugar, shortening or oil, corn syrup,

water, polysorbate 60, salt, flavors, gums and other minor ingredients.
Examples of this type are basic creams, custard- and cheese-based
creams, or dulce de leche.
 Chocolate ganache, fudges and marshmallows
 Fruit-based fillings: as well as adding sweetness, fruit pastes are used

for functional and health benefits. For example, plums contain sorbitol,
which provides subtle sweetness and can boost the fiber content of
cookies. Figs are rich in gallic acid, while dates contain high levels of
chlorogenic acid and procatechuic acid. Fruit-based fillings contain
gelling agents such as alginates.
 Nut and seed-based fillings: these are often ground to a very fine

particle size or made into a spread, such as the popular chocolate
hazelnut spread
 GLAZING
Glazing is a technique where a liquid is coated onto un-cooked pastry, bread

and biscuits so that once cooked it adds to finish of a dish:
Milk- aids browning

Beaten eggs- aids browning provides shine
Sugar glaze- add shine (water + sugar)
Color wash- water dyed with food coloring
Poppy Seeds + Sesame Seeds – Sprinkle on bread
 FILLINGS:
Cakes, sponges, and biscuits may be filled or sandwiches together with a

variety of different fillings, this adds to finish of the dish. Examples are
Creaming- Butter Cream, Whipped Cream,

Fruits- Fresh fruits puree, preserves and jams
Paste and Spreads- Chocolate, Praline
 PASTIES AND PIES
Pies and tarts are usually decorated with left over pastry in a variety of
styles:
Lattice work- strips of pastry are crossed

Leaf decorations- tops are garnished with pastry leaves
Fluting- edges of product are secured together by fork
 SPREADING AND COATING
This is where smaller cakes and gateaux are covered top and sides with
either the following:
Fresh whipped cream -chocolate

Fondant- water, glucose, sugar -meringue
Water icing- water, icing sugar
 PIPING
Piping is a skill which takes practice.
 DUSTING
These techniques are used to give the product a final design or glaze
during cooking. Dusting is a light even finish.
Sprinkling is a very light sprinkling sugar
Can use icing, caster, granulated white also can add vanilla or flavoring to the
sugar.
Self-check 1.2-1
1. These techniques are used to give the product a final design or glaze
during cooking
a. Dusting
b. Piping
c. Filling
2. It is a technique where a liquid is coated onto un-cooked pastry, bread

and biscuits so that once cooked it adds to finish of a dish
a. Dusting
b. Creams
c. Glazing
3. It is the strips of pastry are crossed

a. Leaf decorations
b. Fluting
c. Lattice work
4. These are often ground to a very fine particle size or made into a spread,
such as the popular chocolate hazelnut spread
a. Nut and seed-based fillings
b. Fruit-based filling
c. Lattice work
5. It is a skill which takes practice

a. Dusting
b. Piping
c. Filling
Answer key 1.2-1

1. A
2. B
3. C
4. A
5. B
Information Sheet 1.2-2

Stuffs use in designing and decorating bakery products
After reading this information sheet student will be able to;
1. Identifies the various materials use in decorating bakery products.
2. Perform the basic ways on how to decorate bakery products.
How to determine guest requirements and preferences?

Guest requirements and preferences can be determined prior to guest arrival,
and once the guest has arrived.
Prior to guest arrival
The following may help the valet to identify the preference and requirement of
the guest;
 Reading internal guest history
 Reading hard copy and electronic communication from the guest, their
agent or staff
 Talking to the guest, guest staff or management of the venue
 Talking to venue staff and external providers who have previous
experience with the VIPs.
When guest has arrived
Every effort must be made to determine as many guest requirements and

preferences before the guest arrives but it is impossible to identify every
possibility prior to arrival.
Where requirements and preferences are not known for an activity, product or
service three keys to determining what is required are:
 Use common sense to determine what to provide – based on personal,

venue or local knowledge, and what you see and hear „at the time‟
 Ask the guest or their staff – this should be done:
 As soon as possible – the sooner these questions are raised and
answered, the better. Never leave asking these questions till the last
minute
 By describing options available – where the guest is unaware of what
is available
 Clarify specific valet attendance requirements – identifying times the
guest requires valet service for nominated activities.
Note 1
Asking the guest what they want after they have arrived is not the preferred
option but the reality of valet life is guests are often unable to be contacted for
several days prior to their arrival.
This means arrangements have to be made based on the information available

which is often incomplete.
The key is to make some arrangements based on what is known from previous
experience and then be ready to change things if the need to do so arises.
Note 2
If you have to ask the guest or their staff about what is required:
 Take notes about what is required

 Make sure the requirements and preferences are met – to the greatest
extent possible.
Once you have asked about guest requirements and preferences you have
created expectations about them being met, so try to make sure you do not
disappoint the guest.
Always under-promise and over-deliver.
Examples of guest requirements and preferences
The guest may have personal requirements or preferences in relation to:
 Specific brands of beverages or food

 Newspapers or magazines to be provided in-room
 Colors of Smarties to be supplied
 Setting of temperature for air conditioning
 Calls to the room – reminder or wake-up calls
 Car or transport
 In-room services – meals, massage, business support, small parties.
Individual requirements for service provision may embrace:
 Organizing excursions
 Making restaurant or theatre bookings
 Arranging meetings with local identities, authorities,
 personalities or nominated other people, businesses or groups
 Providing advice about personal services – such as hairdressing, medical,
legal and shopping
 Making or confirming travel arrangements.
Self-check 3.2-2
1. It is related to the brand of the food and beverages offer to the guest
a. Specific brands of beverages or food
b. Newspapers or magazines to be provided in-room
c. Colors of Smarties to be supplied
d. Setting of temperature for air conditioning
2. This procedure ensure that the guest have his/her prefer temperature inside
the room

3. It is the procedure need to prefer for the guest to be read in past time
4. This is one of the guest preferences for his/her room for satisfaction of the
inside ambiance.
5. It refers to the service that the valet may offer inside the hotel, like meals,
massage, business support and small parties
d. In-room services
Answer key 3.2-2

1. A
2. B
3. C
4. D
5. A
Information sheets 3.2-3
Preparations of guest rooms before arrival
Learning Objectives
After reading this information sheet, students should be able to;
1. Identify the inspection procedures of the room
2. Value the safety and satisfaction of the guest
3. Perform inspection of the room and the need to take action in the room of
the guest
Inspection of the rooms
Timing
The room or suite to be occupied by the VIP guest must be ready to receive the
guest at least three hours prior to their anticipated arrival.
This means the room has been inspected and checked, and deemed to be
‘ready’.
Ensuring the room is ready at least three hours early allows:
 Time to address identified short-comings

 The guest to be accommodated should they arrive early.
Personnel involved
It is standard practice for the room to be inspected by all the following.
Separate inspections are recommended rather than a single ‘group inspection’
 The room attendants who cleaned/serviced the room

 The Floor Housekeeper
 The Executive Housekeeper
 Management
 The valets.
Conducting the inspection
The inspection should involve the following activities:
 Use a pre-prepared checklist to guide the inspection – based on the

requirements for the guest as communicated to the venue
 Cover all aspects of the room:

 Floors, walls, ceilings and carpets
 Fixtures, furniture and equipment
 Appliances and equipment, systems and technology – including
remote control devices fully operational for television, air conditioning,
lights, drapes
 Interior aspects as well as outside areas such as patios, balconies and
court yards
 External appearances of cabinets, drawers, cupboards, wardrobes as
well as inside cleanliness and condition
 Presence and physical location of all complimentary products
 Door locks function smoothly and effectively
 Check previously set settings to equipment including radios, lights,
television, systems, clocks – and confirm:
 Operation of all electrical equipment, lights, refrigeration

 Ice is provided as required or in accordance with house requirements
 Refrigeration is at correct setting
 Alarm clock is not set – to avoid it waking the guest up when not
required
 Telephone and internal communication (message lights,
on-screen/television based) systems are fully operational
 Television and radio are on designated stations and volume is
correctly adjusted
 Confirm the presence of on ‘arrival’ items – such as:
 Flowers in vases or bouquets
 Gifts or gift baskets
 Tickets to events, shows or the theatre
 Confirmation of reservations – for dining, personal services, tours
 Products specifically requested by the guest to be available on arrival
– food, reading material, confectionery, drinks and clothing
 Use all the senses – for example:
 Check everything looks clean, tidy and as it should be – special
attention must be paid to windows and mirrors
 Check everything smells as it should – with special attention to ‘off’
odors in respect of carpets, refrigeration, toilets and confined spaces
 Check everything sounds as it should – no excess or unacceptable
levels of noise from fans, refrigeration, heaters or other appliances or
systems.
The need to take action
Checking the room is not an end in itself.
The objective in checking the room is to ensure it meets guest expectations.
This means it is crucial necessary action is taken to address any identified

problems or short-comings.
Remedial action may include:
 Re-cleaning the room – or parts of it

 Replacing furniture, fixtures or items
 Undertaking maintenance or repairs
 Re-rooming the guest – moving the guest to another room.
Self-check 3.2.3
1. This refers to the room or suite to be occupied by the VIP guest must be
ready to receive the guest at least three hours prior to their anticipated arrival.
a. timing
b. personnel involved
c. conducting inspection
d. needs to action
2. It is standard practice for the room to be inspected
a. timing
d. needs to action
3. One of this procedure is to use a pre-prepared checklist to guide the

inspection
a. timing
d. needs to action
4. This means it is crucial necessary action is taken to address any identified

problems or short-comings.
a. timing
d. needs to action
5. It is the process of moving the guest to another room.
a. Re-cleaning the room
b. Replacing furniture, fixtures or items
c. Undertaking maintenance or repairs
d. Re-rooming the guest
Answer key 3.2-3

1. A
2. B
3. C
4. D
5. D
Welcoming guest upon arrival and establish appropriate rapport
Learning Objectives
1. Identify proper procedure of welcoming guest
2. Value the importance of proper rapport with guest
3. Perform welcoming guest with proper rapport
Rapport

A valet is very much a frontline staff member and as such it is important, they
are able to build rapport with clients.
The word „rapport‟ comes from the French word “raporter” meaning “to bring
back” which identifies nicely what you are trying to achieve with guests or
clients when you work as a valet – to bring them back to the venue.
Because valets will frequently spend a large portion of their time with guests it
is important rapport is built to enhance the relationship between the guest and
the establishment, and create the foundation for optimal guest satisfaction.
Building rapport means establishing a relation and connection with the guest
is characterized by agreement and harmony.
The need to build rapport with guests

All communication between valets and guests must be characterized by the
following points, some of which have also been discussed in previous notes:
 Consistent use of a professional manner by the valet – in all dealings

with guests
 Politeness and courtesy – showing respect for the guest
 Use of correct etiquette at all times – behind closed doors as well as when
in public
 Use of guest name at all times – or an appropriate alternative such as
“Sir” or “Madam”
 Being truthful at all times – honesty about everything at all times is
essential. The valet needs to create a relationship with the guest such
that the guest can rely on what the valet says as being 100% true and
accurate
 While the valet must be tactful, they are not expected to tell lies
 Being tactful, diplomatic and discrete – to protect the reputation,
sensitivities and image of the guest
 Indicating when a personal opinion is being given – as distinct from facts
 Maintaining privacy and confidentiality issues relating to the guest and
their stay – so other people who do not need to know are not made aware
of guest activities, conversations and meetings. See Section 3.8
 Exhibit a constant willingness to assist – demonstrating “nothing is too
much trouble” and it is a pleasure to serve.
Welcoming the guest
 Before the guest arrives

Prior to the arrival of the guest, as a valet you will need to:
 Confirm the people in the guest’s party with Reception – by name and
number
 Practice saying the guest’s name – where the name is unusual, difficult
to pronounce or the guest is from another country
 Identify the correct form of address for the guests – to ensure the guest is
addressed in the politest and appropriate form as applicable to their
position
 Make a last-minute check of the guest room or suite – to verify all is
ready for the arrival of the guest
 Conduct or participate in a staff briefing – where a VIP is expected in the
venue it is SOP for all staff to be briefed about:
 The names of those arriving – the VIP guest and all those in the party
 Schedule for the party – detailing what the guests will be doing and
when they will be doing it
 Allocation of roles and responsibilities to staff – for service delivery to
the guest and their party
 Special arrangements made by the venue that are different to normal
practices and procedures – as required by the guest and as organized
by the venue for the guest
 Things the staff must do and must not do – while the guest and their
party are in residence at the venue
 Ancillary aspects of the visit – such as:
– Security arrangements
– Media access to the guest
– Special events the guest will be hosting or attending
 Meet with management to discuss and organize the arrival addressing:

 Where the guest will arrive – options may be for normal entry through
the front doors of the venue, or discrete entry using an alternative
door
 Expected time of arrival
 Activities organized as part of the arrival, covering issues such as:
– Registration
– Introductions to staff and others
– Media obligations and photo opportunities

 Who will be present to greet the guest – in many instances there can
be a need to accommodate attendance at the arrival of a VIP by:
– Head office staff or management
– Dignitaries and officials
 Media attendance – venues will always try to accommodate the media

and give them access while at the same time protecting the guest
 Security arrangements – relating to crowd control, vehicle access and
screening of individuals and luggage, items and cars
 Transportation of luggage to the room – identifying how this will occur
 The sequence in which “welcoming the guest” will occur – by
identifying the order in which management, staff will be introduced to
the guest.
The welcome
To welcome a guest properly and professionally a valet should participate in a

two-stage welcome.
Stage 1
Stage 1 is the formal, yet quite brief introduction to the guest when they arrive
at the venue.
This is the introduction where the valet is introduced as part of the wider
welcome to the venue conducted by management and involving other staff
including Executive Chef, Head Housekeeper, Duty Manager.
Traditionally:
 The venue Manager introduces key staff by name and title to the guest
 A very brief word of welcome is given to the guest by each staff member
 A decision needs to be made in advance about whether or not hand
shaking should occur. This could involve communication before arrival
with the guest or their agent to identify guest preferences
 Generally speaking:
 There is no shaking of hands
 Staff should be alert to the need to shake hands if the guest offers to
do so
 Hands are not shaken with women unless they offer their hand
 No other form of touching is permitted or appropriate such as hands
on shoulder, or kissing.
Stage 2
Stage 2 is the private and more private and personal introduction where the
valet should:
 Uses the guest’s name and greets them and welcomes them to the venue
 Introduces themselves by name and position

 Confirms their previously advised requests have been taken care of
 Invites questions and further requests
 Makes an offer of immediate assistance or a statement indicating they
are ready to help in any way.
Note
This introduction may take place between the valet and the guest, or between
the valet and the agent, manager or PA of the guest.
This highlights the valet may not, on some occasions, welcome the guest in the
traditional sense.
Self-check 3.3-1
INTRODUCTION: Choose the letter of the correct answer.
1. It comes from the French word “raporter” meaning “to bring back”
a. rapport
b. welcome
c. meet
d. report
2. This is the process of showing respect for the guest
a. Politeness and courtesy
b. Use of correct etiquette at all times
c. Use of guest name at all times
d. Being truthful at all times
3. This is the process of using proper character in all situations in the hotel
a. Politeness and courtesy
4. it is related to crowd control, vehicle access and screening of individuals and

luggage, items and cars
a. Security arrangement
5. It is about to accommodating and giving guest access to the media and at

the same time protecting the guest.
a. Security arrangement
b. Media attendance
Answer key 3.3-1

1. A
2. A
3. B
4. A
5. B

Proper dealing with guest luggage
Learning Objectives
1. Identify proper procedure of unpacking and storing of luggage
2. Value the importance of basic requirements in dealing guest luggage
3. Perform proper unpacking of guest luggage
Basic requirements
In relation to guest luggage a valet needs to:

 Organize transfer of the luggage to the rooms using other Front Office
staff, porters or housemen
 Unpack the luggage and store the items
 Check and service the luggage
 Re-pack the luggage when guest departs.
The need for care
As part of their duties, the valet must care for all guest property.
Primary requirements are you handle all items carefully to avoid damage, and
action is taken to prevent theft or loss.
Care is needed when transporting luggage, when unpacking items and when
storing them.
It is important to 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.
Taking luggage to guest rooms
Porters or Housemen will usually take guest luggage to guest rooms.
They may do this independently of the valet, who may be with the guest in
their room at this time. Alternatively, the valet may accompany them and
oversee or supervise this process.
It is possible one valet stays with the guest and another valet accompanies the
luggage.
Luggage must be treated with care. Much of the luggage is extremely expensive
and must not be treated roughly. Never throw luggage around and ensure the
way items are stacked on trolleys does no harm to them. Avoid double-stacking
as this can damage suitcases and crush contents.
Ensure luggage does not fall off the trolley. Not only does this look bad but it
also presents very real risks of damaging the luggage and breaking contents
within the bags.
A bag that is dropped and which contains a duty-free two-litre bottle of Scotch
will not only smash the bottle, but will also damage clothes and other items in
the bag.
Points to note relating to transferring luggage to rooms include:
Organize sufficient staff – multiple porters are usually required to handle the
relatively large volume of luggage VIP guests bring with them. Liaison with
porters is essential when dealing with VIP guest luggage
Arrange for sufficient trolleys – if insufficient trolleys are available a plan

detailing the sequence of luggage delivery to rooms must be created
Ensure rooming sheets are available – and match luggage trolleys to each room
being used by the VIP party. Each room must have its own trolley. Never try to
accommodate luggage from different rooms on the same trolley
The VIP guest must be serviced first – the focus of delivering the luggage must
be to get the bags to the primary guest before their retinue receives their
luggage
Gratuities are never solicited – most VIP guests make an allowance for
gratuities when they settle their account on departure. Porters will be advised
during the staff briefing they are not to solicit gratuities
Luggage trolleys must be clean and in good condition
Porters must make VIP guest luggage delivery their priority – they cannot deal
with other matters, provide service to other guests or take directions for other
tasks.
Unpacking luggage
The valet must follow guest requests and instructions regarding the unpacking
and storing of items in their luggage as each guest has personal needs,
individual habits and their own way of doing things.
Remember, as valet you are there to serve and not to dictate.
First step
A first step in unpacking luggage is to obtain the keys necessary to open the
luggage and the locks.
Advise the guest if there is evidence of tampering.
Comply with all guest requests and directions
Some requests from guests when unpacking and storing items may include:
 Sending clothing to be dry cleaned or laundered

 Sending clothing to be pressed
 Need for shoe care, cleaning or polishing
 Hanging of suit and clothing bags in wardrobes or on hooks
 Brushing clothing to remove lint
 Hanging individual clothes in wardrobes on appropriate hangers
 Folding clothes and placing in drawers
 Providing or arranging basic clothing repairs such as sewing on of buttons,
mending tears and stitching.
Additional points
When unpacking the guest’s luggage, you may also need to:
 Check the outsides of the luggage – and clean away any marks
 Place luggage on an appropriate surface in the room to avoid damage – the
luggage rack is the most common area to use
 Remove all items from the luggage – making sure all items are clean and
dirty items are sent for laundering, or otherwise cleaned as appropriate
 Place clothing and items appropriately:
 Drawers – jumpers, casual shorts, T-shirts, underwear: ensure all
clothes are neatly folded and stacked according to color
 Wardrobe – shirts, trousers, coats, suits, skirts, gowns
 Hang similar items together – all suits together, all shirts together
 The purpose of correctly hanging and folding clothes and other items is
to keep the garments ready for use and wrinkle free
 Bottom of wardrobe – shoes:
– Place aside shoes requiring attention
– Position polished shoes in pairs and stack according to color and

occasions
 Bathroom or make-up room:

– Toilet bags
– Make-up cases.
Storage of guest luggage
Guest luggage may be dealt with in a variety of ways once it has been
unpacked but guest preferences and directions must always be complied with.
Options for dealing with unpacked luggage include:
 Removal of empty luggage to the venue „Luggage Room‟. Every item is

tagged to identify the room it came from to facilitate retrieval of the
correct items for the correct room when re-packing and departure time
arrives
 Storing of empty luggage in the guest’s room in designated luggage
storage spaces – suites and VIP rooms commonly provide specific areas
where luggage can be stored in-room
 Leaving nominated items of luggage in the room and taking other items
to the Luggage Room
 Moving empty items of luggage to rooms occupied by members of the
guest’s entourage.
Dealing with damaged luggage
Luggage can become damaged during travel and part of the valet’s job is to deal
with these situations.
When identifying damaged guest luggage as part of the unpacking process you
should:
 Advise of the damage straight away – so they are aware of it as soon as

possible. Advice may be provided to the guest or their staff
 Ask if the guest wants the luggage repaired or offer to have it repaired
 Enquire if the guest wants a substitute item of luggage obtained
 Liaise with the guest to determine if they require you to follow-up on the
damage by contacting an airline and seeking compensation.
Security
Standard security protocols must be adhered to when dealing with guest

luggage:
 Never allow anyone apart from authorized people to handle or take items
of luggage
 Restrict access to areas where guest luggage is stored or being unpacked
– close and lock doors
 Notify the guest or their staff as to where luggage has been taken for
storage
 Check tags on bags are intact – take remedial action as necessary
 Verify locks on bags are fully operational – advise where locks are
damaged or missing
 Look for evidence of tampering – and advise where this is detected.
Need for sensitivity
Never „force‟ valet service on guests.
While valets definitely provide additional service to guests there may be times
when guests simply want their privacy.
They may be tired after a long flight, or they may require time alone to think
and undertake personal tasks.
Be alert for, and respond appropriately to, requests or non-verbal cues to leave
the unpacking till later or for the guests to do it themselves.
Self-check 3.3-2
INSTRUCTIONS: True or False. The T if the statement is true and F if the
statement is false. Put your answer to the space provided.
1. As part of their duties, the valet must care for all guest property.
2. The last step in unpacking luggage is to obtain the keys necessary to

open the luggage and the locks.
3. Allow anyone apart from authorized people to handle or take items of

luggage.
4. Notify the guest or their staff as to where luggage has been taken for
storage.
5. Luggage can become damaged during travel and not part of the valet’s
job is to deal with these situations.
Answer key 3.3-2

1. T
2. F
3. F
4. T
5. F

Proper dealing with guest cloths
Learning Objectives
1. Identify proper preparing of guest clothes
2. Value requirements in purchasing guest clothes and shoes
3. Perform proper shoe cleaning
Preparing clothes
Valets are often required to prepare and present guest’s clothing, ready for the
guest to wear.
In cases where the guest has requested their clothing be laid out to wear, they
will inform the valet of the clothing they wish to wear. It is then the
responsibility of the valet to identify the right clothing and present it for the
guest to change into.
The more information the valet can obtain, the better.
Some guests will give very precise information about what they want to wear
and leave no doubt about each and every item of clothing, piece of jeweler or
style of shoe.
Other guests will give you a general idea and leave it up to you. This is fraught
with danger and to be avoided wherever possible as it is almost impossible to
determine what the guest’s preferences are.
Before presenting the guest’s, clothing ensures:

 The clothing is in good condition – no rips, tears, missing buttons,
hanging hems, loose threads and split seams
 It is clean – free from stains, lint, dust and other marks

 It is pressed and looks presentable.
You must act on behalf of the guest and take all steps and total responsibility
to ensure they are not embarrassed by what you prepare.
Your work must be characterized by respect for the guest and a pride in what
you do.
It is also important to understand the guest has the decision about what they
will wear. It is not part of your job to give an opinion about whether or not an
item is suitable, acceptable or “goes with” another item.
If you are asked to do, remember to use tact, discretion and diplomacy.
Clothes are usually laid out in the sequence in which the guest will dress.
 Underwear – socks, bras, stockings and under garments
 Tie
 Blouse
 Dress
 Skirt
 Jacket
 Coat
 Scarf
 Hat
 Gloves.
Items may be placed on a valet chair, on the bed or on an item of furniture
within the room. It is not standard practice to lay items out in the bathroom
but where there is a make-up room, this may be used.
Any personal requests made by guests differing to the above must be adhered
to.
Check all items as you lay them out to verify, they are presentable, clean,
pressed and appropriate.
Where you have to prepare and present a subsequent set of clothes for a
different occasion it is a good idea to check with the guest as to whether what
you did last time was acceptable to them or if they would like something
different next time.
Be prepared for all manner of feedback and comments. All guests are
individuals and as such potentially have different preferences.
Pressing guest clothes
It is vital all guest clothes are kept looking presentable.
For many clothes this requires the ironing or pressing of items.
Three options are available to achieve this:

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

venue
 Practice – so you gain confidence and competence.
Basic pressing tips include:
 Shake clothes out before starting to iron them
 Check the iron and the ironing surface is clean before use
 Iron on an underliner
 Check „care labels‟ on clothing before ironing
 Set the iron to the correct temperature and setting. A common mistake
when ironing is to have the iron too hot which can damage clothes
 Use ironing chemicals as appropriate.
Making or organizing repairs
The wide variety of requests made to valets often includes a request for repairs
to be made to clothing, shoes or luggage.
In other instances, long-term guests can also be expected to ask you to arrange
repairs to other items such as watches, broken spectacles or computers.
Minor repairs
Valets may be asked by guests to do small “running repair” and should have a
comprehensive repair kit available to them to facilitate the execution of such
repairs.
In essence these repair jobs are small in nature such as sewing on a button or
putting a stitch in a hem: there is limit as to what can be done.
In addition, valets should be on the lookout for items that require repairing and
ask guests if they would like the item repaired.
Dealing with bigger repair jobs
When faced with a larger repair job the role of the valet is to organize the
repairs rather than actually undertake the repairs.
This may mean sending the item to an in-house department such as laundry,
housekeeping or the maintenance department. It may involve sending it out-of-
house for attention by a professional 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 a relationship with the guest that allows them to initiate such
repairs without the usual need for such authorization.
Who to use?
Most venues will have an established list of reputable businesses they deal
with when acting on behalf of the guest. This will include specialist dry
cleaners, shops, stores, professionals, agencies, authorized dealers and other
“preferred suppliers”. These are the businesses to use when it becomes
necessary to go out-of-house for repair work.
In most cases the guest will rely on your good judgement to determine which
business should be used but is always wise to check to identify if they have a
preferred business, they wish to handle the item.
Arranging cleaning of clothes
Guests may require clothes to be laundered or dry cleaned.
It is to be expected venues offering valet services will have an on-premises

laundry that can meet these requirements. Your job as valet is to organize what
needs to be done as opposed to actually laundering items or dry cleaning them.
Arranging for the laundering or dry cleaning of clothes involves:
 Counting and recording the items to be laundered or dry cleaned

 Identifying special attention required such as:
 Stains requiring treatment identifying the cause of the stain if
possible
 Repairs
 Requirements of the guest – specific cleaning methods or a prohibition
on the use of certain chemicals
 Identifying and recording of pre-existing damage or problems with the
garments prior to treatment. This ensures the venue is not held
responsible for causing these problems
 Checking pockets and remove any items left in pockets
 Checking the garments – to look for and remove anything attached to
them such as brooches, name tags, ornaments
 Completing internal documentation requesting laundry or dry cleaning.
This documentation forms the basis of charging the guest for services
provided in this regard
 Arranging for collection of the items or delivering the items to the laundry
 Specifying time required for items – a VIP guest using a valet receives
preferential treatment in terms of the priority afforded to their clothes to
be cleaned or repaired.
Note: in many cases the guest will not request you to have clothes laundered or
dry cleaned. You will be expected by them to use your initiative and take action
to do what needs to be done.
Cleaning shoes
Quite often the valet will be required to clean and polish guest shoes.
This is probably the single most common job valets are asked to do.
Equipment required
The equipment necessary to polish shoes may include:
 Shoe-tree – this is used because it helps to retain shoe shape. You

should never put a shoe-tree in a cold shoe as it may crack the lining
and exterior and incorrectly stretch the shoe
 Different types and colors of polish as appropriate to the shoe being

cleaned
 Different types of shoe laces. The valet should always check the condition
of laces and replace them where they show signs of wear
 Brush Number 1 – to brush away dirt
 Brush Number 2 – to add polish
 Brush Number 3 – to polish and shine the shoes
 A soft cloth to buff the shoes after they have been polished.
Note:
 The venue is responsible for providing all the necessary items needed to
clean and polish guest shoes. However, in limited cases the guest may
supply their own especially where there has 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 for black
polish.
Procedure
A standard and effective way to polish shoes is:
 Place shoe onto shoe-tree – where appropriate to do so
 Remove dirt from shoes – with dirt brush

 Remove laces – check the way the shoes are laced into the shoes before
removing the laces. This is the way the laces should be replaced when
the shoes have been cleaned
 Apply the appropriate polish with polish application brush

 Wait for a minute to allow the shoes to dry
 Work the polish into surface of the shoes with shine brush
 Use the soft cloth to polish and buff shoes until they shine all over
 Check laces – replace with new ones if necessary and re-lace the shoe.
Remember, when cleaning shoes:
 Use the right polish for the right shoe surface

 Clean brushes regularly so they do not transfer dirt and so they look
clean to anyone watching the process.
 Keep all shoe-cleaning equipment together for easy access and retrieval.
Purchasing guest clothes and footwear
Sometimes you may be required to buy clothes and shoes for your guests.
Common situations giving rise to this include:
 Guest has forgotten to bring an item with them

 An item has been damaged and must be replaced
 An unexpected need for an item has arisen and the guest wishes to be
dressed appropriately.
Keys to dealing with the need to purchase clothing and footwear for a guest
are:
 Obtain as much information from the guest as possible about what is

required – style, size, color, materials, patterns, sleeves or no sleeves
 Where possible obtain a sample of what is required – for example you may
be able to obtain:
 The damaged item that needs to be replaced – this will give an exact
indication of what is required

 A similar item in a different color which can provide guidance relating to
style and size
 A photograph of what is required
 Determine if guest has a preference for shops to be used or brand names to
be bought. Where the guest has no preference, use your initiative and buy
“known” labels
 Identify the amount the guest wants to spend
 Only deal with shops who:
 Are prepared to come to the venue and make a presentation to the guest
enabling them to see the items first-hand and make a choice.
 This demonstrates high levels of service and removes the responsibility from
you of having to make a decision on their behalf
 Are prepared to sell the items on the basis they can be returned if the
guest does not like them, for a full refund
 Will allow multiples of items to be taken „on approval‟. You may want to
take the one style of garment in a range of different colors, or you may
want to take to show the guest a range of different styles or sizes for the
item they were seeking
 Keep all receipts and accompanying paperwork to prove amounts spent and
indicates where items were purchased, and when.
Disbursements
In many cases the venue pays for clothing bought by guests and then recoups
this money by charging the items to the guest’s house account.
This means you will rarely need to obtain cash or a credit card to make
purchases on behalf of the guest.
Payments made by the venue on behalf of guests are called „disbursements‟.
Commonly disbursements cover small to medium size expenditures only such

as:
 Taxi fares
 Flowers
 Theatre tickets.
Self-check 3.3-3
1. Valets are often required to prepare and present guest’s clothing,
ready for the guest to wear.
2. Your work as a valet must be characterized by respect for the guest

and a pride in what you do.
3. Clothes are usually laid out in the sequence in which the guest will
dress.
4. It is not vital all guest clothes are kept looking presentable.
5. Quite often the valet will be not required to clean and polish guest
shoes.
Answer key 3.3-3

1. T
2. T
3. T
4. F
5. F
TASK SHEET 3.1-1
Title: Proper welcoming of guest in the hotel
Performance Objective:
Given the description, proper procedure and demonstration about

welcoming guest you should be able to perform the proper way on how to
welcome guest in the hotel
Supplies/Materials :
 Any kind of bag for props/ luggage

Equipment :
 Any kind of camera for video taking
 Pc for editing
Steps/Procedure:
 First, find a place in your house that you will be able to perform the
welcoming of guest.
 Get one of your family members to participate as a guest
 Then think a situation that might happen when you are a hire valet
and you need to welcome and face the guest while entering the hotel.
 Perform it and don’t forget to take a video of your presentation
 You may edit you video creatively
 Then send it to our LMS or google drive for checking of your outputs
Assessment Method:
Demonstration with oral questioning

Performance Criteria Checklist 3.1-1
CRITERIA
YES NO
Did you….
Open the door gently before the guest go inside the

hotel?
Greet the guest warmly with smiling voice?
Ask assistance to guest for their luggage?
Guide guest while heading the front desk?
Introduce the facilities in the guest while walking?
Show professionalism in the procedures you apply?
Show being presentable and prepared as a valet?
Carry the luggage carefully for the fragile things inside?
Defined the role of valet in accordance with enterprise
Policy?
TASK SHEET 3.1.-2
Title: Assisting guest while heading the guest room
nce Objective:
Given the information needed in the discussion about personal
characteristics of a valet, you should be able to assist guest while heading
the room.
 Any kind of bag for props/ luggage
Equipment :
 Any kind of camera for video taking
 Pc for editing
Steps/Procedure:
 First, find a place in your house that you will be able to perform the
assistance of guest while heading the room
 Then think a situation that might happen when you are a hire valet
and you need to assist guest while heading room
 Suggest facilities and talk to your guest with the characteristics you
have read and learned in the discussion
 Carry the luggage properly
 State some safety procedures and advisories that the guest may apply
in case of emergency
 Perform it and don’t forget to take a video of your presentation
Assessment Method:


CRITERIA
Did you…. YES NO
Assist the guest professionally while heading the room?
Provide information about the available facilities inside the hotel?
Delivered valet service within limit of responsibility?
Record valet service on how to assist guest while heading the

room?
Provide advisories and safety guidelines for the guest staying and
case of emergency?
Carry the luggage properly and carefully?
Introduce the room properly?
Ask assistance to organize the things inside the luggage?
Present amenities and the characteristic of the room?
Inform guest on how to ask assistance using telephone?
Provide proper way to say goodbye or excuse yourself?
JOB SHEET 3.1-3
Title:
Valet service base on grooming and personal presentation

standards
Performance Objective: Given the discussion and demonstration

about the valet service with proper grooming and personal
presentation standards, you should be able to perform valet
service applying proper grooming and personal presentation
• Any kind of bag for props/ luggage
Equipment :
• Any kind of camera for video taking
• Pc for editing
Steps/Procedure:
 First, find a place in your house that you will be able to

perform the
valet service applying proper grooming and personal presentation

 Wear any available formal attire in your house and make
yourself presentable
 Perform valet service according to the following;
 Welcome guest upon arrival
 Assist guest while heading the room
 Present the room
 Take a video of your presentation
 Then send it to our LMS or google drive for checking of your
outputs
Assessment Method:

CRITERIA
YES NO
Did you….
Perform the valet service applying proper grooming and personal

presentation?
Wear any available formal attire in your house and make yourself
presentable?
Welcome guest upon arrival?
Open the door gently before the guest go inside the hotel?
Introduce the facilities in the guest while walking?
Show professionalism in the procedures you apply?
Show being presentable and prepared as a valet?
Carry the luggage carefully for the fragile things inside?
Assist the guest professionally while heading the room?

Delivered valet service within limit of responsibility?
Carry the luggage properly and carefully?
Provide advisories and safety guidelines for the guest staying and
case of emergency?
Present the room?
Suggest assistance and support?
Provide proper way to say goodbye or excuse yourself?
TASK SHEET 3.2-1
Title: Record guest information needed in hotel
Performance Objective: Given the information sheet and presentation about

recording guest information needed in the hotel, you should be able to
perform how to get information of the guest
 Bond paper and pen

Equipment :
 Camera for video taking

 Pc for video editing
Steps/Procedure:
 First, review the different means on how you can get the information of
the guest
 Create a video presentation discussing the step by step procedure for
you as a valet on how you can get information of the guest
 Wear any available formal attire in your house and make yourself
presentable
 Be specific in the detail you produce and make your thoughts clear
and understandable
 Make your video presentation creative as you can
Assessment Method:

CRITERIA
YES NO
Did you….
Present the information understandable, and related?
Accessed and utilized guest’s records based on guest instructions

and enterprise policy?
State information with great flow?
Provide idea that is useful and helpful for the viewers?
Wear proper attire while discussing the topic?
Create a video with creativity?

TASK SHEET 3.2-2
Title: Create a list of possible expectations of the guest in the hotel
Given the examples of guest preference and request in the hotel

service, you should be able to create a list of possible guest expectations from
service, amenities and facilities that they can enjoy while staying in the hotel.

Equipment :
 Pc
 Printer
Steps/Procedure:
 First, imagine that you are working as a valet in a 5-star hotel, then
think of the possible service, product and facilities that they may enjoy.
 Then create a portfolio having the images and description of the
service, food and facilities that the hotel can offer. You may also do
searching in the internet for the example.
 Next, do incorporate the service that you may offer as a valet to the
guest in every picture you put in your portfolio, (as much as possible)
 Make your work organize, creative and presentable.
 You may use Microsoft word for your output and convert it to PDF file
before uploading.
 Then upload it to LMS or send it to Google drive
Assessment Method:
Portfolio assessment
CRITERIA
YES NO
Did you….
Put the possible service, product and facilities that the hotel can
offer?
Provide information which is related to the topic?

Incorporate pictures or description in every service, product and
facilities you put in your output?
Present your work creatively and organize?
Incorporate the service that you may offer as a valet to the guest
in every picture you put in your portfolio?
provide realistic information and catchy to the readers?
JOB SHEET 3.2-3
Title: Perform inspection of the room
Given the discussion about preparing the guest room before arrival, you
should be able to perform an inspection of the room and take action on the
problem you may encounter.
Equipment :
 Camera for taking video
 Pc for editing
Steps/Procedure:
 First, find a place in your house where you may perform the recording
of the demonstration about the task.
 Then think of a scenario that you are preparing the guest room before
his/her arrival.
 You may do re-cleaning the room, replacing furniture, fixtures, or

items, undertaking maintenance or repairs, and re-rooming the guest
 You may use all the available things inside your house to make your
demonstration more realistic.
 You may edit your video more creative
 Then send your output to our LMS or google drive for checking
Assessment Method:

CRITERIA
YES NO
Did you….
Show scenario in your demonstration related to preparing the

guest room before arrival?
Create your procedure realistically?
Apply the proper procedure of re-cleaning the room?
Show replacing furniture, fixtures, or items?
Perform undertaking maintenance or repairs?
Demonstrate re-rooming of the guest?
Use available resources in your house to make your

demonstration near in hotel set-up?
Edit your video creatively?
TASK SHEET 3.3-1
Title: Welcoming guest with proper rapport

Given the information sheet about Welcoming guests upon arrival and
establishing appropriate rapport, you should be able to perform welcoming
guests with proper rapport.
 Pen and paper
Equipment :
 Camera for video taking
 Pc for editing video
Steps/Procedure:
 First, find a place where you can perform the welcoming of guests with
proper rapport.
 Ask one of your family member to act as guest in your demonstration.
 Wear your available formal attire while presenting to make it more

realistic
 Do the complete scenario of valet service welcoming guest with proper

rapport and take a video of your work.
 Perform the scenario from welcoming guest and guide guest while
heading the front desk with the proper rapport
 Do edit your video creatively as much as possible.
 After finalizing your video submit it to our LMS or Google drive for
checking.
Assessment Method:


CRITERIA
YES NO
Did you….
Welcome of guests with proper rapport?
Wear your available formal attire while presenting to make it more

realistic?
Do the complete scenario of valet service welcoming guest with

proper rapport and take a video of your work?
Edit your video creatively as much as possible?
Show consistent use of a professional manner by the valet?
Show politeness and courtesy to the guest?
Use correct etiquette at all times in your video?
Use guest name at all times?
Show honesty about everything at all times in you

demonstration?
Maintain privacy and confidentiality issues relating to the guest

and their stay?
Exhibit constant willingness to assist?
TASK SHEET 3.3-2
Title: Performing proper unpacking of guest luggage
Given the information sheet and discussion about the proper

dealing with guest luggage, you should be able to perform proper unpacking
and storing of the guest luggage.

Equipment :
 Pc
 Camera
Steps/Procedure:
 Find a place in your house where you can perform the task.
 Get or ask one of your family member to act as a guest.
 Find luggage or any available bag for you to demonstrate unpacking
procedure.
 Then perform proper storing of guest properties from the luggage base
on the guest preference.
 Record your performance and arrange it base on the step by step
procedure.
 Make your work organize, creative and presentable.
 Then upload it to LMS or send it to Google drive
Assessment Method:
CRITERIA
YES NO
Did you….
Follow guest requests and instructions regarding the unpacking

and storing of items in their luggage?
Obtain the keys necessary to open the luggage and the locks?
Advise the guest if there is evidence of tampering?
Comply with all guest requests and directions?
Place luggage on an appropriate surface in the room to avoid

damage?
Remove all items from the luggage?
Store empty luggage in the guest’s room in designated luggage

storage spaces?
JOB SHEET 3.3-3

Title: Perform proper shoe cleaning
Given the information sheet about Proper dealing with guest cloths,
you should be able to perform proper procedure of shoe cleaning base to the
preference of the guest.

Equipment :
 Pc
 Camera
Steps/Procedure:
 Find a place in your house where you can perform the task.
 Get or ask one of your family member to act as a guest.
 Then perform the proper shoe cleaning base to the following
procedures;
 Place shoe onto shoe-tree – where appropriate to do so
 Remove dirt from shoes – with dirt brush
 Remove laces – check the way the shoes are laced into the shoes
before removing the laces. This is the way the laces should be
replaced when the shoes have been cleaned
 Apply the appropriate polish with polish application brush
 Wait for a minute to allow the shoes to dry
 Work the polish into surface of the shoes with shine brush
 Use the soft cloth to polish and buff shoes until they shine all
over
 Check laces – replace with new ones if necessary and re-lace the
shoe.
 Remember, when cleaning shoes:
 Use the right polish for the right shoe surface
 Clean brushes regularly so they do not transfer dirt and so they
look clean to anyone watching the process
 Keep all shoe-cleaning equipment together for easy access and
retrieval.
 Record your demonstration and edit if creatively
 Then upload it to LMS or send it to Google drive for checking
Assessment Method:

CRITERIA
YES NO
Did you….
Place shoe onto shoe-tree or any working table for you to work
easily?
Remove dirt from shoes with dirt brush?
Remove laces and check the way the shoes are laced before
removing?
Apply appropriate polish with polish application brush?
Wait for a minute to allow the shoes to dry?
Polish surface of the shoes with shine brush?
Use soft cloth to polish and buff shoes until they shine all over?
Check laces and replace with new ones if necessary and re-lace
the shoe?
Use the right polish for the right shoe surface?
Clean brushes regularly so they do not transfer dirt?
Keep all shoe-cleaning equipment together for easy access and

retrieval?
Evidence Plan
Competency HOUSEKEEPING NC II
standard:
Unit of PROVIDE VALET/BUTLER SERVICE
competency:
Ways in which
evidence will be
collected:
[tick the column]
Observation Third
Demonstration Portfoli Writte
& party
& Questioning o n
Questioning Report
The evidence
must show that
the trainee…
1.1 Should /
demonstrate
ability to explain
the current role of
valet service within
the hospitality
industry*
1.2 Should /
demonstrate
ability to care for
guest property*
1.3 Should /
demonstrate
exemplary
personal
presentation and
communication
standards*
1.4 Have learned / /
valet service and
its current role in
the
hospitality
industry
oral and written
communication on
building guest
rapport
protocols for
ensuring optimum
privacy and
confidentiality for
all guests
special protocols
for dealing with
VIP guests and
oral & written
communication
skills
1.8 Should /
demonstrate
appropriate
interpersonal
skills and ability to
organize services
1.9 Can defined /
role of valet
accordance with /
enterprise
policy
1.10 Can prepared /
and deliver valet
service within limit
responsible.
1.11 Should /
accessed and
utilized guest’s
records and
provide
personalized and
quality services
based on guest
instructions and
enterprise
policy*
1.12 Can set /
luggage in the
room m based on
guest instructions
and enterprise
policy
1.13 Can process /
guest clothes base
on guest
instructions and
enterprise policy
1.14 Can clean /
shoes base on the
guest instruction
1.15 Can made or /
organize repairs
base on guest
instructions, in
accordance with
enterprise policy
1.16 Should /
maintain
confidentiality of
guest’s property
and activities in
accordance with
legal and ethical
requirements
NOTE: *Critical aspects of competency
TABLE OF SPECIFICATION
# of
Objectives/Content
Knowledge Comprehension Application items/
area/Topics
% of test
Provide valet services to

3 3 4 10
guests
Display professional
3 3 4 10
standards
Care for guest property 2 4 4 10
8 10 12 30/100%
HOUSEKEEPING NC II
PROVIDE VALET/BUTLER SERVICE
____ Hour
INSTRUCTIONS TO THE TRAINEE
1. You have one (1) hour to complete this test.
1. This paper consists of Sections A to C.
1. Section A consists of a Multiple-Choice Test with 10 questions. Section B consists

of Identification with 10 questions. Section C consists of True or False with 10
questions with the total of 30 items. Write ALL your answers on the provided
answer sheet.
1. Write your examination number code in every answer sheet that you submit.
1. Do not write on the question paper.
1. Return the question paper to the proctor at the end of the 1-hour test.
This question paper consists of ___ printed pages (including this page).
SECTION A: MULTIPLE CHOICE
Instruction: Choose the correct or the best answer.
1. A standard requirement for all valets is to have at least one change of clothes
available to them at work so uniforms can be changed when they get dirty or
look tired.
a. Kept clean
b. Fits properly
c. Pressed
d. Stain-free
2. It looks good, enables freedom of movement and is comfortable to wear.
a. Kept clean
b. Fits properly
c. Pressed
d. Stain-free
3. It must be free of wrinkles and look cared for
a. Kept clean
b. Fits properly
c. Pressed
d. Stain-free
4. It is free of marks, dirt or other mess
a. Kept clean
b. Fits properly
c. Pressed
d. Stain-free
5. It is where a jacket is worn by a valet, they commonly wear.
a. Epaulettes
b. Fits properly
c. Pressed
d. Stain-free
6. It is the ability to know when to say something and when not to say
something. It also means being able to say what needs to be said without giving
offence, without making people feel uncomfortable or ignorant.
a. tack
b. diplomacy
c. etiquette
d. good manners
7. It is the skill of applying tact to situations so the outcome is beneficial to the

valet and their guest.
a. tack
b. diplomacy
c. etiquette
d. good manners
8. It can be described as good manners, decorum and propriety. It is the set of

customary rules for behavior in polite society.
a. tack
b. diplomacy
c. etiquette
d. good manners
9. It is closely aligned with showing respect, making people feel at ease and
creating an appropriate and refined atmosphere for the guest and their
associates.
a. politeness
b. diplomacy
c. etiquette
d. good manners
10. it is closely linked to manners and means avoiding anything that could be
construed as rude, disrespectful or intended to give distress or cause offence.
a. politeness
b. civility
c. etiquette
d. good manners
SECTION B: IDENTIFICATION
Instruction: Identify the following:
_______1. It is the most important and first information of the guest need to
obtain.
_______2. It is the proper approach needed to address the guest (example: your
majesty, master and etc.)
_______3. These can relate to specific tasks to be undertaken when the guest in
the venue or during their stay.
_______4. This is a list of what the guest is doing during their stay, where they
are going and when it is all happening.
_______5. It refers to the theme for the event, color scheme and displays.
_______6. This refers to the room or suite to be occupied by the VIP guest must
be ready to receive the guest at least three hours prior to their anticipated
arrival.
________7. It is standard practice for the room to be inspected
________8. One of this procedure is to use a pre-prepared checklist to guide the

inspection
________9. This means it is crucial necessary action is taken to address any

identified problems or short-comings.
________10. It is the process of moving the guest to another room.
SECTION C: TRUE OR FALSE

1. As part of their duties, the valet must care for all guest property.
2. The last step in unpacking luggage is to obtain the keys necessary to

open the luggage and the locks.
3. Allow anyone apart from authorized people to handle or take items of

luggage.
4. Notify the guest or their staff as to where luggage has been taken for
storage.
5. Luggage can become damaged during travel and not part of the valet’s
job is to deal with these situations.
6. Valets are often required to prepare and present guest’s clothing,

ready for the guest to wear.
7. Your work as a valet must be characterized by respect for the guest

and a pride in what you do.
8. Clothes are usually laid out in the sequence in which the guest will
dress.
9. It is not vital all guest clothes are kept looking presentable.
10. Quite often the valet will be not required to clean and polish guest
shoes.
Answer key
MULTIPLE CHOICE:
1. A
2. B
3. C
4. D
5. A
6. A
7. B
8. C
9. A
10. B
IDENTIFICATION
1. Name
2. title
3. special request
4. Itinerary
5. Ancillary requirements
6. timing
7. personnel involved
8. conducting inspection
9. needs to action
10. Re-rooming the guest
TRUE OR FALSE
1. T
2. F
3. F
4. T
5. F
6. T
7. T
8. T
9. F
10. F
Performance Test
Name of Trainee:
Name of Trainer: JOHN LEO T. MUNSAYAC
Date of Institutional Assessment:
Time:
Qualification: HOUSEKEEPING NC II
Unit of Competency: PROVIDE VALET/BUTLER SERVICE
General Instruction:
Given the discussion about providing valet/butler service, you will be

able to perform the valet/butler service.

Specific Instructions:
Given the complete tools, equipment, materials/supplies you have to
1. Provide valet services to guests
2. Display professional standards
3. Care for guest property
Require performance:
 Welcome guest upon arrival

 Guide guest while heading room
 Suggest facilities
 Present guest room
 Provide assistance to the guest
Time limit 4 hours
Result: Competent/ Not yet Competent
LIST OF EQUIPMENT, TOOLS AND MATERIALS:
Equipment
QTY Description
1 Telephone
1 Air condition
1 Electric Fan
1 TV
1 Video player
1 Refrigerator
1 Trolley
MATERIALS AND SUPPLIES:
QTY Description
Bond paper
Folders
Logbook
TOOLS:
QTY Description
Whiteboard Markers
White Board
Whiteboard Eraser
During the demonstration of skills, did ✓ to show if evidence is

the trainee: demonstrated
YES NO Remarks
Open the door gently before the guest go

inside the hotel?
Welcome of guests with proper rapport?
Show consistent use of a professional

manner by the valet?
Use guest name at all times?
Exhibit constant willingness to assist?
Maintain privacy and confidentiality issues

relating to the guest and their stay?
Introduce the facilities in the guest while

walking?
Defined the role of valet in accordance with

enterprise policy?
Carry the luggage carefully for the fragile

things inside?
Show being presentable and prepared as a

valet?
Advice guest about emergency reminders?
Show the used of elevator and emergency

buttons?
Present the guest type of room?
Ask permission to organize and store

luggage?
Provide assistance about the use of the

things inside the room?
State communication procedure in the

housekeeping department using telephone?
Demonstrate set-up of air conditioner
temperature?
Present the amenities inside the room?
Show proper beading goodbye?
The trainee’s demonstration was:
Satisfactory ❑ Not Satisfactory

❑
Feedback to trainee:
General comments [Strengths / Improvements needed]
Trainer’s signature: Date:
Trainee’s signature: Date:
QUESTIONING TOOL
Questions to probe the candidate’s underpinning Satisfactory

knowledge response
Extension/Reflection Questions Yes No
Why it is important to have a proper way of

welcoming guest in the hotel upon arrival?
Why it is needed to suggest the available facilities to

the guest?
Is it necessary to inform guest about the use of

heater, why?
Is it important to provide information about the

amenities inside the guest room? why?
Safety Questions
Why should a valet/butler need to inform guest
about emergency reminders?
What assistance did you offer if the guest is stock at

the elevator?
What adjustment did you provide if the guest is

unconscious?
What support did you provide if the guest is injured

by accident inside the hotel?
Contingency Questions
What adjustment did you apply if the guest room

didn’t available?
What action did you do if the guest property is

damage due to an accident?
What alternative procedure did you use if the guest

lost his/her empty luggage?
Job Role/Environment Questions
How can you see valet/butler as a profession?
What are the challenges you encounter as a

valet/butler?
What is the thing makes you happy and satisfy as a

valet/butler?
Rules and Regulations
What is the appropriate character needed as a

valet/butler?
What is the appropriate respond in the guest

complaint?
How to show the proper rapport while welcoming

guest in the hotel?
The candidate’s underpinning knowledge was:
The trainee’s demonstration was:
Satisfactory ❑ Not
Satisfactory ❑
Feedback to trainee:  Satisfactory  Not

Satisfactory
General comments [Strengths / Improvements needed]
Trainer’s
Date
signature:
Trainee’s signature Date:
MODEL ANSWERS to probe the candidate’s underpinning knowledge
Extension/Reflection Questions
It is important because as a valet/butler you need to provide service that will

make the guest feel welcome to the hotel, to satisfy and to make the guest
comfortable.
For the guest to know it and let him/her avail the facilities and an addition to
the money that the hotel will gain.
Yes, For the guest to know how to use it and to enjoy taking bath
Yes, For the guest to know what are the this available inside his/her room to
use.
Safety Questions
For the guest to be safe and apply it in case of emergency.
Keep calm, call for the security to assist the guest.
Keep calm, don’t let the guest sleep and handle the guest properly like
sitting it to the nearest coach and if is available call for a help to the
professional person.
Apply first aid and call for the medical professionals.

Contingency Questions
Ask the guest if it is good to him/her to re-room.
Ask permission to the guest to repair it and apply repair procedure.
Ask the guest if he/she wants new available empty luggage.
Job Role/Environment Questions
It is a best profession that will enhance your skills in communication and

socialization
The way how to handle complains and intoxicated guest.
You will encounter different people that may become a new friend.
Rules and Regulations
Being professional and the ability to do initiatives.
Listen carefully, show empathy, state apology and provide action.
Let the guest feel that he/she wants to go back to the hotel, from warm
welcoming and quality assistance.

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Prepare and produce

1 PREPARE AND PRODUCE PREPARING AND TRS741379

2 PREPAR AND PRODUCE PREPARING AND PRODUCING TRS741380

3 PREPARE AND PRESENT PREPARING AND TRS741342

4 PREPARE AND DISPLAY PREPARING AND DISPLAYING TRS741344

5 PRESENT DESSERTS PRESENTING DESSERTS TRS741343

QUALIFICATION: BREAD AND PASTRY PRODUCTION NC II

UNIT OF COMPETENCY : Prepare and produce bakery products

MODULE TITLE : Preparing and producing bakery products

SUMMARY OF LEARNING OUTCOMES:

LO 1: Prepare bakery products

1.1 Required ingredients are selected, measured and

1. Varieties and characteristic of bakery product

Student/ trainee must be provided with the following:

Tools Equipment Materials/ Supplies

Mixers Pen and paper

Measuring Cups &

LO 2: Decorate and present bakery products

2.1 A variety of fillings and coating/icing,

1. Classification and techniques for fillings and finishing bakery products

Student/ trainee must be provided with the following:

Tool Equipment Materials/ Supplies

Telephone Pen and paper

LO 3: Store bakery products

3.1 Pastry products are stored according to

1. Proper Packaging Labeling and presentation and display.

Student/ trainee must be provided with the following:

Tool Equipment Materials/ Supplies

Telephone Pen and paper

PROVIDE VALET SERVICES TO GUESTS

LEARNING ACTIVITIES SPECIAL INSTRUCTION

Read information sheet In this Learning outcome, you should be able

Verify answer using

Verify answer using

Perform Task sheet 3.2-

Verify answer using

Perform Task sheet 3.2-

Verify answer using

Perform Job sheet 3.2-3

Answer self-check 3.3-1

Verify answer using

Perform Task sheet 3.3-

Verify answer using

Perform Task sheet 3.3-

Verify answer using

Perform Job sheet 3.3-3

INFORMATION SHEET 1.1-1

1. Define Bakery Products

Bakery products means products manufactured in a bakery; for example:

Bakery products ’ means all traditional bakery products, including

Varieties and Characteristics of Bakery Products

Bakeries produce a wide variety of breads including rye, Italian and

Principles of bread making

SCALING INGREDIENTS: It is very important to scale or measure ingredients

MIXING AND KNEADING DOUGH: Dough must be mixed properly in order to

Dough mixing methods:

FERMENTING DOUGH: Fermentation is the process by which yeast converts

PUNCHING DOWN DOUGH: After fermentation, the dough is folded down to

PORTIONING DOUGH: Dough is now ready to be divided into portions. For

ROUNDING PORTIONS: The portions of dough must be shaped into smooth,