VALET/ BUTLER SERVICE SCRIPT

CHECKING-IN
TAXI/CAR DROP-OFF POINT:
V/B: Good Morning Ma’am/ Sir. Welcome to ____________ Hotel.
Before we let go of your car, may I ask you to check your belongings if it is complete?
G: Yes, all is complete.
V/B: May I carry your luggage Ma’am/Sir, and please follow me to the Security Screening Area.
Will it be okay to let your Luggage undergo the security x-ray? For safety and security
purposes only.
G: No problem, carry on.
V/B: Since we are done with the security, this way please to the Reception Area.

UPON REACHING THE RECEPTION AREA:

V/B: Ma’am/Sir, this is Ms/Mr ________, who will assist you in your registration.
G: Thank you very much.

V/B WILL EXIT…AND WILL RETURN BACK TO THE RECEPTION IN A MINUTE

V/B: Good morning/noon Mr/Ms ___________, I am _________________ and I will be the one to
assist you going to your room, _________. May I take the pleasure of carrying your luggage
Ma’am/Sir? Please follow me to the elevator.
G: Thank you.
V/B: How are you today, Mr/Ms ________?
G: I am doing great, thank you ___________.
V/B: By the way, how was you trip going to this hotel,Mr/Ms _______?
G: Very tiring but I am fine.
V/B: That’s good. Is this your first time staying with us Mr/Ms _______?
G: Yes. Looking forward to a great stay.

UPON REACHING THE ELEVATOR:

V/B: Please go inside the elevator first Mr/Ms _________ and I will follow you.
G: Thank you.
V/B: Mr/Ms ____________, our hotel facilities includes an outdoor pool located at the back
portion of the hotel by the ground floor. Pool will open at 6:00AM and closes at 7:00PM.
We do have as well a SPA and Salon located at the 2nd floor just outside the elevator. It will be
open at 8:00 AM and will close at 8:00 PM.
If you love to visit our GYM, it is located at the top floor. Use our elevator. Opening hours is in
between 6:00 AM and 10:00PM.
Located at the ground floor are our TWO RESTAURANTS, one ASIAN and one ITALIAN. Both will be
serving LUNCH and DINNER. Breakfast is served at the CAFÉ by the reception area.
Our BAR and DISCOTHEQUE is located at the Top Floor and both will be open at 8:00PM onwards.
G: Thank you so much __________ for the information.
V/B: My pleasure Mr/Ms ___________. We’re here at your floor, I will go outside the elevator
after you.

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LEGEND: G: GUEST; V/B: VALET/BUTLER
 VALET/ BUTLER SERVICE SCRIPT

UPON REACHING THE ALLOCATED FLOOR:

V/B: Mr/Ms _____________, in this floor, the nearest escape route during emergencies is the staircase
on both ends. Please don’t use the elevator during emergency.
G: Thank you so much __________.

UPON REACHING THE ALLOCATED ROOM

V/B: Mr/Ms ___________, we’re here at your Room ______ and may I borrow your room key?
G: Here’s the key ________.
V/B: To open your room door, please tap your key on top of the door handle and remove. The light will
turn green and you will then turn the door handle clockwise/ counterclockwise and push it forward.
(TURN-ON THE LIGHT AND OPEN THE DOOR)
Please go inside Mr/Ms _________ and have a seat.
Mr/Ms _________, by the entrance side is a protruded key slot for the Light and power. Just insert
your key like this.
G: Thank you _________.

ROOM ORIENTATION: Orientation will start at the entrance door (either clockwise or counterclockwise)
V/B: Mr/Ms ___________, may I have the pleasure to orient you of your room amenities and facilities?
G: Please go ahead _____________.
V/B: Mr/Ms __________, here is YOUR VANITY COUNTER where you can find your (a) HOTEL
compendium - where you can browse all the necessary information/numbers of the hotel; (b) Free
coffee/tea/sugar/creamer/bottle of water set-up; (c) your BIBLE inside the drawer as well as your
portable hairdryer.
NEXT is your WARDROBE CABINET where you can hang your clothes…at the lower part is your
safety deposit box where you can put and lock your valuables inside. The direction on how to
operate your SAFE is posted at its side.
By your bedside is your BEDSIDE LAMP and your TELEPHONE. For any requests and complaints,
please press or dial “0” for the reception and “1” for the Housekeeping Department.
Here is your MINI BAR OR PERSONAL REFRIGERATOR which contains some beverages, chocolates
and wines and spirits. There is a corresponding price in every item posted at the fridge door.
Here are the REMOTE CONTROLS for TV SET and AC UNIT. These will control the desired TV
Channels and Room Temperature, respectively.

Bathroom Orientation:
V/B: Mr/Ms _________, please stand up and follow me to your BATHROOM.
This is how to control the right temperature of your SHOWER- turn the red knob for the hot water
and blue for the cold water.
THE WATER CLOSET flushing procedure is thru the heat sensor. Close the toilet seat cover and put
your hands near this button and the WC will automatically flush. Please don’t put anything inside
the WC bowl other than the provided toilet rolls as those stuff will block the vacuum system of the
toilet that will eventually affect the whole E-VACUUM system.
Your TOWELS are hanged at the rack and EXTRA TOILETRIES and SANITARY BIN can be found under
the wash basin. You have here at the countertop your VANITY KIT that contains toothpaste,
toothbrush, shampoo, conditioner, lotion and hairbrush for your usage.

Go Back to the Bedroom:

V/B: Mr/Ms ___________, would you like me unpack your luggage ma’am/sir?

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LEGEND: G: GUEST; V/B: VALET/BUTLER
 VALET/ BUTLER SERVICE SCRIPT
G: YES (follow the procedures in unpacking/packing luggage). If NO, proceed next
V/B: Is there anything else I could help Mr/Ms _______________?
G: YES (do the request accordingly); NO, then BID GOODBYE.
V/B: Mr/Ms ____________, please feel free to contact the reception or the Housekeeping if you have
any requests. Enjoy your stay in our HOTEL and Have a great day ahead. Bye for NOW

CHECK-OUT TIME (AT THE SPECIFIC ROOM)

V/B: Knock 3x using the knuckles and announce yourself “Housekeeping”.
(if nobody answers…repeat the above procedure up to the third time)
G: (He/she will open the door and say). Good morning, Yes?
V/B: Good morning Mr/Ms ___________, I am _____________ your valet attendant for today. I am here
to assist you in your check-out. May I come in?
G: Please come in.
V/B: Mr/Ms ___________, at around 12 noon you will be checking-out from this hotel so that you can
catch-up your 3pm flight bound to Hongkong. Would you like to stay a bit longer or check-out on-
time?
G: Thanks for the reminder, I will go out on time. Would you mind calling the reception to prepare my
account please.
V/B: My pleasure to assist you on that Mr/Ms __________.

(Call the reception)

Ms/Mr _____________, Mr/Ms ____________ of room ________ will
be checking-out at 12 noon. Please prepare her/his Statement of Billing for me. Thank you so much
and bye for now.

Mr/Ms _________, we will be dropping by at the reception on our way out to the carport for you to
settle your account. Would you mind if I will pack your luggage?
G: Please do the needful. Thank you for your assistance.
V/B: (Prepare for packing of Luggage: Gloves; Packing Checklist; Ballpen etc.)
Mr/Ms ___________, I will now start packing your luggage.
(When finished packing) Mr/Ms ____________, here is the list of the things that I put inside your
suitcase. Will you please acknowledge this for me by signing here? Thank you so much.
Are you ready to go downstairs Mr/Ms ___________, shall we go now?
G: Yes, I am ready.
V/B: Please follow me this way please. By the way Mr/Ms ___________, how was your overall stay in
our hotel?
G: Oh, I am having a great 5 days’ time here. The food is great. The team is fabulous. The service is
excellent. I can’t ask for more.
V/B: Thank you so much for that wonderful comment. It is our pleasure to serve you.
Here we are at the reception and here is your statement of account. Will you please check this for
us and sign it once you’re done. The duplicate is your copy Mr/Ms ____. (Hand it over to the guest
the billing)
G: Here’s the signed billing.
V/G Thank you. Is there anything you need to do or anything we could be of great help to you before we
go to your car by the entrance?
G: I believe I have finished my business here. Thank you so much.
V/B: Have a great onward journey Mr/Ms __________. Hope to see you again soon. Have a safe trip.

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LEGEND: G: GUEST; V/B: VALET/BUTLER