Package for Hospitality Training

(Including Competency Standard, Teacher Focused & Student

Centered Materials and Assessment Tools)

Unit Title:
PROVIDE VALET SERVICE

Unit Code: ITHHBHKG06AEM

Acknowledgements
Writer:
Hernovindawaty Warganegara, Housekeeping Manager, Le Meridien Hotel Jakarta

Others:
Indonesian Hotels and Restaurant Association
Jakarta International Hotels Association
Ministry of Manpower
Ministry of National Education
Ministry of Culture and Tourism
Tourism Training Australia
Australian National Training Authority
Australian Agency for International Development

This package has been produced to provide information that can be used to
complement the materials that are already available. The package is not
intended to replace current resources.

Package for Hospitality Training – Provide valet service i

Glossary

Access and equity

Refers to the fact that training should be accessible to everyone regardless of age, gender,
social, cultural, religious or educational background.

Assessment
The formal process ensuring training meets the standards required by industry. A qualified
assessor within a nationally agreed framework performs this process.

Assessor
An assessor is a person who is certified by industry to assess whether a worker is competent
to undertake specific tasks.

Competent
Able to do the job and has all the necessary skills, knowledge and attitude to perform
effectively in the workplace, according to agreed standards.

Competency Based Training

Training that relates to what people must be able to do and measures performance against
agreed standards.

Critical aspects of assessment

Explains the central point of the assessment and the key points to look for when assessing.

Context of assessment
Specifies where, how and by what methods assessment should occur.

Elements
The skills, which make up a unit of competence.

Evidence guide
These are guidelines on how a unit should be assessed.

Fair
Does not disadvantage particular trainees or students.

Flexible
Acknowledges that there is no single approach to the delivery and assessment of
performance in a competency-based system.

Formative assessment
These are small assessment tasks done during training. They assist in making sure that
learning is taking place and also give the trainees or students feedback on their progress.

Key competencies
Competencies that underpin all work performance. These are: collecting, analysing and
organising ideas and information, communicating ideas and information, planning and
organising activities, working with others and in teams, solving problems, using technology,
using mathematical ideas and techniques.

Package for Hospitality Training – Provide valet service ii

These competencies are graded in different levels.
Level of ability to be demonstrated in achieving the key competencies
Level Characteristics
1 Undertakes routine tasks within established procedures and is subject to
frequent progress checks by supervisor.
2 Undertakes broader and more complex tasks with increasing personal autonomy
for own work. Supervisor upon completion checks work.
3 Undertakes complex and non-routine activities, is self directed and responsible
for the work of others.

Linkages to other units

Describes the role of the unit and its place within the full set of competencies specified by
industry. It provides guidance as to which units may be assessed together.

National competency standards

Nationally agreed statements of the skills and knowledge that people need at work and the
standards of performance that are required.

Performance criteria
This is used to judge whether an individual has achieved competence in a unit.

Range of variables
This details the range of different contexts that may apply to a particular unit.

Reliable
Uses methods and procedures that confirm that the competency standards and their levels
are interpreted and applied consistently in all contexts and to all trainees or students.

Standards and certification institute

Ministry of Manpower and Transmigration (MOMT) has given authority to Indonesian Hotels
and Restaurants Association (PHRI) and Association of Indonesian Tours and Travel
Agencies (ASITA) to establish the Institute for the Standardisation and Certification of the
competency of Indonesian workers in the hospitality and tourism industry. The institute will
develop competency standards and information systems for the Standardisation and
Certification of competencies as well as administer competency tests and certify Indonesian
workers in the hospitality and tourism industry.

Summative assessment
The assessment done after training of the completed unit of competence to ensure that
trainees or students have achieved the performance criteria.

Trainee or student
A trainee or student is a person who is being taught knowledge or skills.

Trainer or teacher
A trainer or teacher is a person who facilitates learning.

Underpinning skills and knowledge

Defines the skills and knowledge required to be competent at the specified level.

Unit descriptor
A general description of the competency standard.

Valid
Judgement on the same evidence and criteria

Package for Hospitality Training – Provide valet service iii

will produce the same assessment outcomes
from different assessors.

Package for Hospitality Training – Provide valet service iv

 Table of Contents
1. Introduction to this guide
1.1 Introduction______________________________________________1
1.2 Time required to achieve competency__________________________1
2. Help for the trainer or teacher
2.1 The role of the trainer or teacher______________________________2
2.2 Delivery strategies_________________________________________2
2.3 Delivery requirements______________________________________2
2.4 Sources of additional information_____________________________3
3. The competency standard
3.1 Use of the competency standard______________________________4
3.2 Competency standard______________________________________4
4. Delivery strategy
4.1 The content plan__________________________________________6
4.2 How to teach the competency standard________________________8
4.3 Support materials (Overhead transparencies/Handouts)__________11
5. Assessment
5.1 Workplace assessment issues______________________________38
5.1.1 Workplace assessment.....................................................................38
5.1.2 Competent.........................................................................................38
5.1.3 Recognition of current competence...................................................38
5.1.4 Assessors..........................................................................................38
5.2 Underpinning skills and knowledge___________________________38
5.2.1 Assessment of underpinning skills and knowledge...........................38
5.2.2 Examples of assessment tasks.........................................................39
5.3 Suggested assessment for Provide valet service________________39

Appendices
1 Competency assessment result.
2 Group trainee or student assessment record.
3 List of overheads and handouts.
4 Trainee or student evaluation sheet.
5 Amendment list.
Section 1
Introduction to this guide
1.1 Introduction
Welcome to this guide.

This guide uses Competency Based Training to teach workplace skills. It is based on
competency standard that is a nationally agreed statement of the skills, attitude and
knowledge needed for a particular task. The major emphasis is on what an individual can do
as a result of training. One of the most important characteristics of Competency Based
Training is its focus on training individuals for actual jobs in the workplace.

This will help you teach the competency Provide valet service.

This guide deals with the skills and knowledge required to provide specialist valet/butler
services in a commercial accommodation establishment.

Linkages to other units:

1. This unit should be assessed with or after the following units:
a. ITHHBHKG01AES Provide housekeeping services to guests
b. ITHHGCS01AES Develop and update local knowledge
c. ITHHHGS01AES Follow workplace and hygiene procedures
2. Depending upon the industry sector and workplace, combined training may also be
appropriate.

Care should be taken in developing training to meet the requirements of this unit. For general
and prevocational training, organisations providing training which takes into consideration the
full range of industry contexts, with no basis towards individual sectors. The range of
variables will assist in this regard. For sector-specific delivery, training should be tailored to
meet the needs of that sector.

Teachers and trainers should structure their sessions according to the:

 needs of their students/trainees
 requirements of their organisation
 time available for training
 training situation.

A delivery strategy has been provided for the teachers and trainers. The suggested content
gives an indication of what needs to be covered in the program to meet the competency
standard.

The delivery strategy used and assessment provided in this unit is not compulsory and should
be used as a guide. Teachers and trainers are encouraged to utilise their own industry
knowledge, experience, local examples and products to adapt the materials or develop their
own resources, in order to ensure the relevance of the training.

1.2 Time required to achieve competency

Under Competency Based Training, the focus should be on achieving competence, not on
fulfilling a particular time requirement, as different trainees may take different lengths of time
to be competent in a particular skill.

Package for Hospitality Training – Provide valet service 1

Section 2
Help for the trainer or
teacher
2.1 The role of the trainer or teacher

One of your roles as a trainer or teacher is to ensure high standards of service through
effective training. To ensure that you are ready to start working on this competency with
trainees or students, consider the following questions:
How confident do you feel about your own knowledge and skills required to deliver each
element?
Is there any new information or laws that you may need to access before you start training?
Do you feel confident about demonstrating the practical tasks?
Will you be able to clearly explain the underpinning knowledge that your trainee or student will
need to do the job properly?
Are you aware of the scope of industry situations in which the competency may apply?
Are you aware of the language, literacy and numeric skills your trainees or students need to
demonstrate competency in this standard?
Have you consider access and equity issues in planning the delivery of this training program?

2.2 Delivery strategies

The range of training activities that has been suggested for delivering this competency may
include:
 actual tasks
 projects and assignments
 case studies
 lectures
 videos and references
 group activities
 role plays and simulations.

Trainers or teachers should select training strategies that are appropriate for the competency
being taught, the situation and the needs of the learners. For example, if practising on-the-job
is not possible, varied simulations and role-plays may be appropriate.

2.3 Delivery requirements

Classroom space for delivery to trainees, whiteboard / blackboard, overhead projector,
overhead projector screen, flip chart, flip chart paper and multimedia.

Specialised delivery requirements:

Cleaning equipment and supplies:
 water  solvent cleaners
 toilet brush  carpet sweeper
 soap  abrasive cleaners
 scrubbing brush  cleaning trolley
 synthetic detergents  cleaning cloths
 cornice brush  vacuum cleaner
 neutral detergents  hand/body lotion
 spray bottle  shampoo/conditioner
 alkali detergents  toot brush
 squeegee  toothpaste

Package for Hospitality Training – Provide valet service 2

 acid detergents  shower cap
 chamois leather  tissues.
Functional hotel/motel rooms may include:
 bed  iron and ironing board
 fold away beds/cots  cups
 dressing table  saucers
 tea and coffee making facilities  teaspoons
 stocked bar fridge  tea/coffee/hot chocolate
 TV receiver and VCR  tea towel
 table lamps /light fittings  bottle opener
 luggage racks  information guide
 curtains  company magazine
 ceiling fan  door stoppers
 air conditioner  pillowcases
 telephone  sheets:
 radio - king
 mini bar - queen
 fridge - double
 iron and ironing board - single.
 fire extinguishers  coat hangers
 tables  compendium cover
 mini bar list  tea towel.

2.4 Source of additional information

Sources of information may include some of the following categories:
 text books
 professional journals
 Tourism Training Australia website: www.tourismtraining.com.au
 Industry Associations – Indonesian Hotels and Restaurants Association (PHRI)
Jl. R.P Soeroso 27 GHI (Gondangdia Lama) Jakarta 10350
Phone: (021) 310 2922
 Teacher Associations – PPPG
Jl. Raya Parung KM.22-23 Bojongsari, Sawangan – Bogor
Phone: (021) 743 1271

Package for Hospitality Training – Provide valet service 3

Section 3
The competency
standard
3.1 Use of the competency standard
In a training situation the competency standard assists the trainer or teacher to:
 identify what trainees or students have to do
 identify what trainees or students have already done
 check trainees’ or students’ progress
 ensure that all elements and performance criteria in training and assessing are
covered.

3.2 Competency standard

UNIT ITHHBHKG06AES PROVIDE VALET SERVICE

UNIT DESCRIPTOR This unit deals with the skills and knowledge required to
provide specialist valet/butler services in a commercial
accommodation establishment.

ELEMENTS PERFORMANCE CRITERIA

01 Display professional 1.1 Communication with guests is conducted in a
valet standards manner, which build rapport and enhances feelings
of goodwill between the guest and the enterprise.
1.2 Knowledge of individual guests is accessed and
used to enhance the quality of valet service offered.
1.3 Valet grooming and communication standards are
followed in accordance with enterprise standards.
02 Care for guest 2.1 Luggage is unpacked, stored and packed neatly in
property accordance with guest instruction.
2.2 Guest clothes are prepared and presented ready for
guest use.
2.3 Shoes are correctly cleaned.
2.4 Repairs are correctly made or organised in
accordance with enterprise procedures.
2.5 Confidentiality is maintained regarding guest
property and activities.
03 Arrange services for 3.1 Information and advice about special services and
guests benefits is pro-actively given to guests.
3.2 Assistance is offered to guests in relation to
organisation of services.
3.3 Services are organised taking account of the
individual guest needs and request.
3.4 Details of all services are confirmed with the guest.
3.5 Where appropriate, services are monitored to
ensure guest needs are being met.
3.6 Adjustment to service are made as required.
3.7 Records of services provided are accurately
maintained.

RANGE OF VARIABLES
1. This unit applies to all commercial accommodation establishments where
butler/valet service is offered.
2. Services may include but are not limited to:

Package for Hospitality Training – Provide valet service 4

 2.1 organisation of special functions
2.2 organisation of excursions
2.3 restaurant/theatre bookings
2.4 room service.

EVIDENCE GUIDE
1. Underpinning skills and knowledge
1.1 To demonstrate competence, evidence of skills and knowledge in the
following areas is required:
a. the history of valet service and its current role in the international
hospitality industry
b. oral communication skills in relation to building guest rapport
c. protocols to dealing with VIP guests.
2. Context of assessment
2.1 This unit must be assessed through practical demonstration on-the-job or in
a simulated accommodation environment where there is an opportunity to
carry out a range of valet services.
3. Critical aspects of assessment
3.1 Evidence should include a demonstrated ability to care for guest property
and organise a range of special services for guests. Enterprise accepted
presentation and communication standards should also be demonstrated. This
should be supported by a demonstrated understanding of the current role of
valet service within the international hospitality industry.
4. Linkages to other units
4.1 This unit should be assessed with or after the following units:
a. ITHHBHKG01AES Provide housekeeping services to guests
b. ITHHGCS01AES Develop and update local knowledge
c. ITHHGHS01AES Follow workplace and hygiene procedures.
4.2 Depending upon the industry sector and workplace, combined training may
also be appropriate.

KEY COMPETENCIES IN THIS LEVEL KEY COMPETENCIES IN THIS LEVEL

UNIT UNIT

Collecting, organising and 1 Using mathematical Ideas and -

analysing information techniques

Communicating ideas and 2 Solving problems 2

information

Planning and organising 2 Using technology 1

activities

Working with others and in 2

teams

Package for Hospitality Training – Provide valet service 5

Section 4
Delivery strategy
4.1 The content plan
Note: In delivering the training below, teachers, trainers, trainees, students and assessors ensure compliance with full
details contained in the competency standard.
Element and Performance Range of Variables Additional Content Training Topics Activity Visual
Criteria
0.1 Display professional valet This unit applies to all Role of the Valet/ Butler Role of the Valet/ Butler Dis OHT 1
standards. commercial accommodation
establishments where
butter/valet service is offered.
1.1 Communication with Establishing quality service Establish rapport and Dis OHT 2 &
guests is conducted in a manner, goodwill with guest Q HO 1
which build rapport and enhances Communication HO 2
feeling of goodwill between the Quality services
guest and the enterprise.
1.2 Knowledge of individual guests is Guest history Guest history: Dis OHT 3
accessed and used to enhance  how is the history Q HO 3
the quality of valet service established and Dem
offered. maintained PA
 how is history used HO 4
 manual/ computer OHT 4
systems.

1.3 Valet grooming and Personal grooming and B HO 5

communication standards are communication skills Dis OHT 5
followed in accordance with PA HO 6
enterprise standards.

0.2 Care for guest property.

2.1 Luggage is unpacked, stored and Handling guest luggage Dis HO 7
packed neatly in accordance with  unpacking Dem
guest instruction.  packing. PA
2.2 Guest clothes are prepared and Handling guest’s clothes Dis HO 8a-d
presented ready for guest use. PA HO 9

Package for Hospitality Training – Provide valet service 6

 Element and Performance Range of Variables Additional Content Training Topics Activity Visual
Criteria
2.3 Shoes are correctly cleaned. Shoe cleaning Dem HO 10
PA
2.4 Repairs are correctly made or Repairing guest’s Dis OHT 6
organised in accordance with belonging:
enterprise procedures.  luggage
 equipment.

2.5 Confidentiality is maintained Guest confidentiality: Dis OHT 7

regarding guest property  activities B
activities.  property. OHT 8

0.3 Arrange service for guest. Service may include but are
not limited to:
3.1 Information and advise about  organisation of special Handling special service: B OHT 9
special services and benefits in function  offering guest Dis
pro-actively given to guests.  organisation of services RP
excursions
 restaurant/ bookings
theatre
 room service.
3.2 Assistance is offered to guests in  assistance. Dis OHT 10
relation to organisation of
services.
3.3 Services are organised taking Personalised services Dis OHT 11
account of the individual guest
needs and request.
3.4 Details of all services are Confirming guest service Dis OHT 12
confirmed with guest.
3.5 Where appropriate services are Checking the Dem OHT 13
monitored to ensure guest needs effectiveness of the
are being met. services

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 Element and Performance Range of Variables Additional Content Training Topics Activity Visual
Criteria
3.6 Adjustment to services are made Correcting services that Dis OHT 14
as required. are not effective
3.7 Records of services provided are Maintaining records/ guest Dem OHT 15
accurately maintained. history

Legend:
Brainstorm – B Guest Speaker – GS Project – Pro
Case Study – CS Hand Out – HO Questioning – Q
Demonstration – Dem Multimedia – MM Role Play – RP
Discussion – Dis Notes to Trainer or Teacher - NTT Research – R
Excursion – Ex Overhead Transparency – OHT Simulation – S
Group Work – GW Practical Application - PA Video – V
Presentation – Pre Explanation – Exp

4.2 How to teach the competency standard

What skills, knowledge and How will I transfer the skills, knowledge and attitude to the trainee or student?
attitude do I want the trainee or
student to have?
Role of the Valet/ Butler Trainer or teacher to show and discuss OHT 1 [Role of valet/butler].
Trainees to take notes.

Establish rapport and goodwill with guest Trainer or teacher to show and discuss OHT 2 and Handout 1 [Rapport and goodwill - communication].
Trainer or teacher to show and discuss Handout 2 [Rapport and goodwill (Quality service)].
Trainees to take notes.

Package for Hospitality Training – Provide valet service 8

 What skills, knowledge and How will I transfer the skills, knowledge and attitude to the trainee or student?
attitude do I want the trainee or
student to have?
Guest History Trainer or teacher to show and discuss OHT 3 [Guest history].
Trainer or teacher to demonstrate how to fill in the guest history card Handout 3 [Guest history card].
Trainees or students to practice completing the blanks in Handout 3.
Trainer or teacher to give and discuss Handout 4 [Using the guest’s history].
Trainer or teacher to show and discuss OHT 4 [Manual/computer systems].

Personal grooming and communication skills
Trainees or students to brainstorm and list the personal grooming and communication skills required of a
butler/ valet.
Trainer to list contributions/points on board.
Trainer or teacher to show and discuss the following documents and compare with the list provided by the
trainees or students. Handout 5 [Personal grooming] and OHT 5 [Communications skills].
Trainees or students role-play Handout 6 [Handling guest’s complaints].

Handling Guest Luggage Trainer or teacher to give and discuss Handout 7 [Handling guest’s luggage].
 unpacking Trainer or teacher to demonstrate the procedures and skills in packing and unpacking guests luggage.
 packing. Trainees or student to undertake practical application of packing and unpacking guests luggage

Handling guest’s cloths Trainer or teacher to give and discuss Handout 8a-d [Handling guest’s clothes].
Trainer or teacher to demonstrate the procedures and skills in handling guest clothing.
Trainees or students to undertake practical application of the variety of skills required in handling guest
clothing and fill in the blanks Handout 9 [Laundry list].

Shoe Cleaning Trainer or teacher to give Handout 10 [Shoe cleaning].

Trainer or teacher to demonstrate the cleaning of different types of guest shoes.
Trainees or students to undertake practical application of cleaning the different types shoes.

Repairing guest belonging Trainer or teacher to show and discuss OHT 6 [Repairing guest belongings] and the responsibilities of
the butler/ valet.
Trainees to take notes.

Guest confidentiality: Trainer or teacher to show and discuss OHT 7 [Guest confidentiality (Activity)] and OHT 8 [Guest
confidentiality (Property)].

Package for Hospitality Training – Provide valet service 9

 What skills, knowledge and
attitude do I want the trainee or
student to have?
Handling special service:
 offering guest service
 delivering guest service
 personalised service
 confirming the guest service
 checking the effectiveness of the
services
 correcting services that are not effective
 maintaining records/ guest history
Package for Hospitality Training – Provide valet service
How will I transfer the skills, knowledge and attitude to the trainee or student?
Trainees to take notes.
Trainees or students to brainstorm and list the types of services likely to be requested from the valet.
Trainer or teacher to show and discuss OHT 9 [Offering guest service] and describe how the services
identified by the trainees or students would be offered or made available to the guest.
Trainer to demonstrate aspects of providing special service.
Trainees practice aspects of providing special service.
Trainer or teacher to show and discuss OHT 10 [Assistance].
Trainees to take notes.
Trainer or teacher to show and discuss OHT 11 [Personalised service].
Trainer to demonstrate relevant special service aspects.
Trainees to practice relevant special service aspects.
Trainer or teacher to show and discuss OHT 12 [Confirming guest service].
Trainer or teacher to demonstrate the confirmation of a variety of services.
Trainees or students to participate in role-play confirming a variety of services in a simulated environment.
Trainer or teacher to show and discuss OHT 13 [Checking the effectiveness of guest service].
Trainees to take notes.
Trainer or teacher to give examples of ineffective service using OHT 14 [Correcting services that are not
effective].
Trainees or students to demonstrate the procedures they would apply, and give feedback on the various
presentations.
Trainer or teacher to summarise the discussion and give feedback to the trainees.
Trainer or teacher to present and discuss the procedures and methods of recording that apply to continuous
quality improvement, showing OHT 15 [Maintaining records/guest history].
10
4.3 Support materials
(Overhead transparencies/
Handouts)
 OHT 1

Role of valet/butler

 handling guest requests

 using sales techniques for in-house services

 handling and following up special requests

 accessing guest histories

 filing and retrieving written materials on services

 explaining establishment information and

services to the guest

 handling urgent requests and priorities

 consulting relevant departments to pass on

information about special request

 anticipating guest needs

 organising guest activities and property

 operating paging system

 handling problem situations.

Package for Hospitality Training – Provide valet service 11

 OHT 2 & HO 1

Rapport and goodwill (communication)

There are several things to remember when

communicating with guest:

 be accurate, informed, courteous and friendly

when dealing with guest either on the phone or
in person

 never argue with, or contradict, a guest: never

say to a guest "I don't know, sir/madam."

 ensure you have understood the guest and what

exactly they have said, or are asking for:
double-check any guest request.

Package for Hospitality Training – Provide valet service 12

 HO 2

Rapport and goodwill

(Quality service)

Quality service includes politeness, and is a critical

aspect of any guest stay:
 always greet the guest first. Your way of greeting
should be according to the time
 do not hang around during working hours with
friends or fellow workers in front of guest rooms,
in corridors or any public or service area
 if any kind of problem develops, do not start to
discuss the matter in length, but call your
supervisor immediately: the supervisor will help
to solve the problem
 when special requests are received from guests
which do not concern your section (such as
extra, desk blankets, pillows, adapters, etc),
immediately pass the request on to the person
in-charge for action, and then report to the
housekeeping office
 do not linger in guest rooms as it may make the
guest feel that you want a tip: you can accept
tips but never expect them - solicit tips with
excellent service.

Package for Hospitality Training – Provide valet service 13

 OHT 3

Guest history

 name of guest

 occupation

 addresses (office/home)

 contact person (office/home)

 spouse’s name

 name of family member

 preferred hotel room/previous stay

 special service requirements

 special interest

 special information

 room number

 identity card.

Package for Hospitality Training – Provide valet service 14

 HO 3

Guest history card

GUEST HISTORY CARD

NAME: MR/ MRS/ MISS

SURE NAME MIDDLE FIRST

Company:

Address:

TELP. NO.

FAX. NO.

Nationality: Passport no.1 EXP. date:

Date of birth: Passport no.2 EXP. date:

Arrival Date Departure Room Rate US $ Expression Remarks

Date Number Order

Package for Hospitality Training – Provide valet service 15

 HO 4

Using the guest's history

Valets/Butlers can use Guest Histories as follows:

 sources of information about the guest

 identify services required by the guest

previously

 identify characteristics of guest

 as an aid to maintain goodwill with the guest

 as a record to input data for a repeat guest

 to help maintain quality service to the guest

 as a source of statistical information for

establishments

 to help establish quality in-house services.

Package for Hospitality Training – Provide valet service 16

 OHT 4

Manual/computer system

Manual

 record in writing on a guest history form

 alphabetically filed

 placed in the rack file.

Computer System

 open a document for each guest

 input data from any existing file, if appropriate

 automatically records electronic documents

 back-up data regularly.

Package for Hospitality Training – Provide valet service 17

 HO 5

Personal grooming

 wear clean uniforms and clothing at all times

 a shiny name tag must be worn at all times

 hair:
male - neatly cut, regularly shampooed, neatly
combed, always short and off the face.
female - long hair should be tied back or in a
bun. Fancy hairstyles are not appropriate.

 male : should shave every day.

female : make-up should be moderate.

 shoes must be clean with sensible heels

 clean teeth and fresh breath are essential

 only a minimum of jewellery/accessories should

be worn

 nails should be clean and trimmed - clear nail

polish may be worn.

Package for Hospitality Training – Provide valet service 18

 OHT 5

Communication skills

 use positive body language/gestures

 speak pleasantly and clearly be communicative

 accept criticism openly

 write legibly

 avoid interrupting

 be courteous and smile

 keep a sense of humour

 be polite and reliable

 be warm friendly and out going

 be genuinely interested in working with people.

Package for Hospitality Training – Provide valet service 19

 HO 6

Handling guest’s complaints

 listen to the complaint

 take note to ensure the complaint is noted

accurately

 reply if you know the answer

 follow up with the supervisor, the staff as well as

front office or housekeeping if necessary and
supply positive information to the guest

 make sure you apologise: say “I am sorry”

 empathise with the guest: say “I understand how

you feel”

Package for Hospitality Training – Provide valet service 20

 HO 7

Handling guest’s luggage

Handling/unpacking luggage (for VIP guest)

 follow any guest request to unpack the
luggage
 collect clothes which may need to be cleaned
 follow any special instructions concerning
laundry, dry cleaning, pressing etc
 check all the unpacked clothes: hang in the
wardrobe or fold and place in drawers.

Handling packing luggage

 follow any guest requests regarding packing
of luggage
 follow special instructions - folding or
hanging
 organise porter to move luggage out of room
 if luggage is to be stored, tag it and file on
appropriate log with details, or store in the
luggage room in the short-term storage area.
Package for Hospitality Training – Provide valet service 21
Package for Hospitality Training – Provide valet service 22
 HO 8a

Handling guest’s clothes

The procedure for mending guest’s clothes is:

 check the room number, guest name, date,

signature, time

 identify the service needed - check for special

instructions, check for valuables left in the
pocket, check for jewellery, loss of buttons, tears
and any other damage

 check the items have been repaired properly

and fully

 monitor the return of items to guest room.

NOTE: These procedures can be different

according to the Standard Operating Procedure of
each company or enterprise.

Package for Hospitality Training – Provide valet service 23

 HO 8b

Handling guest’s clothes (cont’d)

The procedure in handling guest’s clothes:

 obtain order from house-keeping to pick-up

laundry/clothes

 collect soiled guest laundry/items

 record relevant information - service required,

name, room number, time needed, guest
signature, date, total number of items

 deliver to the hotel laundry

 return guest clothing on completion.

NOTE: These procedures can be different

according to the Standard Operating Procedure of
each company or enterprise.

Package for Hospitality Training – Provide valet service 24

 HO 8c

Handling guest’s clothes (cont’d)

The procedure for handling guest’s clothes:

 identify type of material (hot press, steam
press)
 identify special instructions for pressing, such
as:
- iron all double and thick parts on the reverse
side
- iron all seams on the reverse side
- embroidery should be ironed on the reverse
side pressing on the pad
- iron all small part collar, cuffs etc
- iron the main part of garment
- iron until all the moisture is gone, otherwise
the article will crease when it finally dries
- put on hanger and place on the valet trolley.
 verify bills to be attached to pressed clothing
 return.

Package for Hospitality Training – Provide valet service 25

NOTE: These procedures can be different
according to the Standard Operating Procedure of
each company enterprise.
HO 8d

Handling guest’s clothes (cont’d)

The procedure for dry cleaning guest’s clothes is:

 identify guest’s clothes for dry cleaning/ laundry

 record guest name, room number, date, guest

signature, service required, time needed,
number of items

 identify guest instruction (folded/ on hanger)

 verify bills to be attached to cleaned laundry

 return laundry and dry cleaning properly.

Package for Hospitality Training – Provide valet service 26

NOTE: These procedures can be different
according to the Standard Operating Procedure of
each company enterprise.

Package for Hospitality Training – Provide valet service 27

 HO 9

Laundry list
Please dial 6 for service
Guest ‘s Name: Room No.: Guest Signature Date:
Time:
Special Instruction:

SERVICE REQUIRED please tick appropriate box

Same day service Collect before 11.00 am, return same day evening after
6.00pm - charges as listed below

Next day Service Collect after 11.00 am, return next day evening after 6.00pm
- charges as listed below

Please indicate the number of articles in Guest Count Column, otherwise the Hotel’s
count will be accepted as correct

Gentlemen’s Count by Unit Amount Ladies Count by Unit Amount

articles price articles Price
Guest Hotel Guest Hotel
Handkerchief $1.50 Blouse $6.00
Pajamas $7.00 Dress $10.0
0
Shirt $5.50 Suit $12.5
0
Trousers $7.00 Night dress $6.00
Short $3.50 Panties $2.00
Track suit $8.00 Skirt $6.50

TOTAL TOTAL

Special Instruction: Sub Total $……………………..

Shirt/ Blouse folded 10 % Tax & service $ ………………………
Shirt/ Blouse on hanger
Total Amount $ ………………………
Marked & checked by
Signature:

Condition:

The hotel accepts no responsibilities for loss of button, shrinkage or fastness of colour or any
valuables left in or on garments. Any claims should be made within 24 hours upon receipt of
clean laundry together with this bill. Hotel’s liability is subject to maximum of 10 times the
normal service charge for items lost or damaged through or negligence.

Package for Hospitality Training – Provide valet service 28

 HO 10

Shoe cleaning

 collect the shoes

 prepare cleaning material

 dust shoes

 polish the shoes with suitable polisher

 shine the shoes

 put the shoes on shoe rack.

Package for Hospitality Training – Provide valet service 29

 OHT 6

Repairing guest belongings

Guest’s Request for

Repairing

Receive by Valet
Service

Valet Will Record

Details

Organise the Repair

Outside
Appropriately
Repair

Repairing by the Hotel

Returning Recording

Package for Hospitality Training – Provide valet service 30

 OHT 7

Guest confidentiality (activity)

To maintain confidentiality regarding guest’s

activities:

 maintain guest privacy

 be trustworthy

 keep any and all guest secrets be

understanding

 be co-operative

 be accepting of different behaviours due to

different cultural background

 diplomatically handle any unacceptable

behaviour

 never, ever discuss guest behaviour with

others.

Package for Hospitality Training – Provide valet service 31

 OHT 8

Guest confidentiality (property)

To maintain confidentiality regarding guest’s

property:

 take proper and conscientious care of

belongings

 take care with guest belongings

 place/position guest property in the correct

place

 provide/assist with insurance if required

 pay full attention to special instructions.

Package for Hospitality Training – Provide valet service 32

 OHT 9

Offering guest service

Valet should offer information about special

services. It is not necessary to wait for the guest to
ask.

Services that can be promoted include:

Restaurant events e.g. Christmas, Easter,
Halloween. Laundry services e.g. Express,
alterations.

Co-ordinate with other departments such as room

service, front office in fulfilling the guest needs.

Continually evaluate whether we have fulfilled guest

needs, and determine if we can improve (or rectify
poor service).

Record guest preferences on Guest History for their

next visit.

Package for Hospitality Training – Provide valet service 33

 OHT 10

Assistance

The valet may also offer assistance if the guest

wishes to have a special function. The Valet could

engage appropriate personnel to organise

excursions, functions or restaurant bookings.

If the guest has a request about areas outside of

the valet’s functions, the valet must be able to

contact suitable personnel to deal with the guest

request.

Package for Hospitality Training – Provide valet service 34

 OHT 11

Personalised service

There are several points to remember when giving

personalised service:

 enthusiasm

 organisation and efficiency

 sensitivity

 command of the foreign language involved

 discretion is of the essence - always

 a warm and friendly personality

 always smile

 treat the guest as an individual

 greet guests by name

 make eye contact and use positive body

language

 attend to guests promptly.

Package for Hospitality Training – Provide valet service 35

 OHT 12

Confirming guest service

Double check with the guest concerning available

services. Make sure the guest understands the

nature of these services.

e.g. The guest request to book seats in the middle

of the theatre. However the seats are not

available, only the back seats. So, we explain

the situation to the guest before we make any

reservations.

Package for Hospitality Training – Provide valet service 36

 OHT 13

Checking the effectiveness of

guest service

One of the best ways to check effectiveness is by

using a survey including the following topics:

 quality of service

 promptness of service

 dealing with guest expectations

 consistency in procedure

 recognition of personalised service

 guest satisfaction.

Package for Hospitality Training – Provide valet service 37

 OHT 14

Correcting services that are

not effective

To correct service that is not effective:

 listen to the quest

 show empathy

 give full attention

 apologise

 find out what’s happened

 provide an alternative solution

 solving problem (not promise)

 act promptly on problem don’t delay or delegate

 take follow up action to ensure that the

complaint or problem has been taken care of
and does not recur

 keep records.

Package for Hospitality Training – Provide valet service 38

 OHT 15

Maintaining records/guest history

 follow correct file procedure

 ensure confidentially and proper records

 all data should be accurately coded

 up-date data as appropriate

 maintain security of information

 maintain accuracy.

Package for Hospitality Training – Provide valet service 39

Section 5
Assessment
5.1 Workplace assessment issues

5.1.1 Workplace assessment

Assessment is the process of collecting evidence and making judgements on progress

towards satisfying the performance criteria set out in the competency standard. At the
appropriate point, judgement is made as to whether competence has been achieved.
Assessment identifies the achievements of the trainee rather than relating the performance of
the trainee to other trainees.

5.1.2 Competent

Ask yourself the question, “what does an employee really need to be able to do?” The
answer to this question will tell you what we mean by the word “competent”. To be competent
in a work related skill implies that the person is able to:
 perform at an acceptable level of skill
 organise the required tasks
 respond and react appropriately when things go wrong
 fulfil a role in the scheme of things at work
 transfer skills and knowledge to new situations.

When you assess this competency you must take into account all of the above issues to
reflect the real nature of work.

5.1.3 Recognition of current competence

An integrated national assessment principle provides for the recognition of current

competencies regardless of where they have been acquired. Assessment recognises that
individuals can achieve competence in a variety of ways:
 prior qualifications
 informal learning.

Recognition of current competence gathers evidence to assess an individual against

competency standards in order to determine whether they have achieved the required
competence for a job role or for recognition for a formal qualification. The assessment of
recognition of current competence is undertaken by industry certified workplace assessor.

5.1.4 Assessors

In workplace situations, an industry certified assessor would determine whether a worker was
competent to undertake the tasks entailed by this unit of competency. If you are certified to
assess this unit, then you may choose from the methods offered in this guide, or develop your
own to conduct assessment. Assessors must look at the evidence guides in the competency
standards before arriving at the assessment methods to use.

5.2 Underpinning skills and knowledge

5.2.1 Assessment of underpinning skills and knowledge

Evidence should include a demonstrated ability to correctly explain and apply principles and
practices in the hospitality industry.

Package for Hospitality Training – Provide valet service 38

You must now assess your trainees or students’ underpinning skills and knowledge. This
section must be completed before you go on to the next section. Underpinning skills and
knowledge for competency standard are:
a. the history of valet service and its current role in the international hospitality industry
b. oral communication skills in relation to building guest rapport
c. protocols to dealing with VIP guests.

Should your trainees or students not have the underpinning skills and knowledge required,
you must ensure that you deliver this material before you progress to the next section.

This training may be delivered through a variety of activities including:

 theory/practical session
 workplace observation
 workplace training
 questioning – oral/written
 role play
 project work/case study.

5.2.2 Examples of assessment tasks

Use these tasks to determine if your trainees have the necessary underpinning skills and
knowledge. The table below can be used to record the result of each student and what further
training is needed.

Assessment tasks Yes No Further training

needed

Explain the role of a valet and outline protocol for

dealing with a range of different guests.

5.3 Suggested assessment for Provide valet service

The following pages list some of the methods that can be used to assess this competency.
The proposed assessments have been designed to address each element, performance
criteria and underpinning skills and knowledge for the competency.

Results of a successful
assessment should indicate
sufficient and relevant
knowledge and understanding to
be able to infer competence.

Package for Hospitality Training – Provide valet service 39

Therefore the trainee is assessed
as either competent /
competence to be achieved.
Examples of assessment results
sheets are included in Appendix
1 and 2.

Package for Hospitality Training – Provide valet service 40

 Evidence gathering methods

Assessment of practical demonstration in the workplace may include observation of the trainee:
 completing processes as part of arranging services for guests.
 caring for guest property
 interacting with customers.

Third party/documentary evidence may include:

 peer or supervisor report (written or oral)
 documentation relating to services arranged for guests (events order, tickets, menus etc)
 customer report (written or oral)
 guest data prepared or maintained by the candidate
 details of previous training, work experience.

Oral question or some form of written assessment/project would be useful to determine underpinning knowledge such as:
 the history of valet service and its current role in the Australian hospitality industry
 protocols for dealing with VIP guests
 communication techniques in relation to the role of the valet/butler.

In off-the-job assessment, simulated activities could be used to allow the trainee to provide evidence of skills through practical
demonstration:
 arrangement of services such as function, excursions and bookings for specified guests
 role-play or presentation to demonstrate communication skills with customers
 preparation and presentation of clothes and shoes including the making of minor repairs.

Package for Hospitality Training – Provide valet service 41

 Sample methods On-the-Job Off-the-Job

1. It’s a busy week. You have two sets of VIP’s to look after, the Lord and Lady Money lack and movie star 
Mel Hibson. The Money lacks arrive. Greet them and explain the facilities and service of your hotel and
the specific services you can provide. Show how you would build rapport with the guests. While they go for
a ten-minute walk, unpack their luggage. Then you need to greet Mel Hibson. Mel is happy to unpack his
own luggage but asks you to organise dry cleaning of some clothes and to clean two pairs of shoes. Mel
also wants you to organise a limousine pick up at 7pm. As you return to your office to do this around 2 pm,
the money lacks call saying they want two theatre tickets and an early dinner booking in the restaurant for
that evening. They also want you to organise a cocktail party for ten friends in their suite for the following
evening, and would like to look at your suggested menu before leaving for the theatre when you might also
give them some advice on local tours and activities. Organise all these services before you leave for a staff
meeting at 3.30 p.m.

2. You have been asked to make a ten-minute presentation to a group of hospitality students on the subject of 
‘What it means to be a valet Prepare and make the presentation. This example can also be used to assess
unit ITHHGCS04AEM Make presentation.

Package for Hospitality Training – Provide valet service 42

 Questions On-the-Job Off-the-Job

Questioning should focus on:

1. Technique and processes

 Describe the correct techniques for packing luggage, storing guest property in a room, cleaning shoes and
making minor clothing repairs. 

2. Organisation and planning

 How would you approach the organisation of a specified range of guest requests, what are the key factors to 
remember in organising these services?

3. Communication with others


 With which colleagues should a valet have communication?
 What are the key communication skills for a valet in building guest rapport?
 What questions might you ask guests to help in providing top quality service?

4. Problem solving
 What would you do if your organised a service that failed to arrive on time? 

5. Health and safety


 Describe the health and safety issues that could arise during valet service.

Package for Hospitality Training – Provide valet service 43

Appendices
 Appendix 1

Competency assessment result

Unit code: ITHHBHKG06AEA Title: Provide valet service

Trainee or student name:

Assessor name:

The Trainee was assessed as: Competent 

Competency to be achieved 

Feedback to trainee

Signatures

The trainee has been informed of the Signature of assessor:

assessment result and the reasons
for the decision

Date:

I have been informed of the Signature of trainee:

assessment result and the reasons
for the decision

Date:

Package for Hospitality Training – Provide valet service Appendix 1 - Page 1

 Appendix 2

Group trainee or student assessment record

Unit code: ITHHBHKG06AEA Title: Provide valet service

Group:

Assessor name:

Trainee name Competent Competency

to be
achieved

Package for Hospitality Training – Provide valet service Appendix 2 - Page 1

 Appendix 3

List of overheads and handouts

Overhead Handout Title

number number
(OHT) (HO)
1 Role of the valet/ butler
2 1 Rapport and goodwill
(Communication)
2 Rapport and goodwill (Quality
service)
3 Guest history
3 Guest history card
4 Using the guest’s history
4 Manual/computer systems
5 Personal grooming
5 Communication skills
6 Handling guest’s complaints
7 Handling guest’s luggage
8a-d Handling guest’s clothes
9 Laundry list
10 Shoe cleaning
6 Repairing guest’s belongings
7 Guest confidentiality (activity)
8 Guest confidentiality (property)
9 Offering guest service
10 Assistance
11 Personalised service
12 Confirming guest service
13 Checking the effectiveness of the
service
14 Correcting services that are not
effective
15 Maintaining records/ guest history

Package for Hospitality Training – Provide valet service Appendix 3 - Page 1

 Appendix 4

Trainee or student evaluation sheet

Unit code: ITHHBHKG06AEA Title: Provide valet service

Agree Don’t Disagree Doesn’t

The following statements are about the competency
know apply
you have just completed. Please tick the appropriate
box.
1. There was too much in this competency to
cover without rushing.    
2. Most of the competency seemed relevant to me.
   
3. The competency was at the right level for me.
   
4. I got enough help from my trainer.
   
5. The amount of activities was sufficient.
   
6. The competency allowed me to use my own
initiative.    
7. My training was well organised.
   
8. My trainer had time to answer my questions.
   
9. I understood how I was going to be assessed.
   
10. I was given enough time to practice.
   
11. My trainer feedback was useful.
   
12. Enough equipment was available and it worked
well.    
13. The activities were too hard for me.
   

The best things about this unit were

The worst things about this unit were

The things you should change in this unit are

Package for Hospitality Training – Provide valet service Appendix 4 - Page 1

 Appendix 5

Hotel and Restaurant Materials

Amendment List

Unit code: ITHHBHKG06AEM

Unit title: Provide valet service

Example:

Amendment Version Page Line Amender Date

No number number number initials completed

1. Replace ‘garish’ into ‘garnishes’ A 34 5 WW 12 Mar. 02

Amendment Version Page Line Amender Date

No number number number initials completed

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

14.

15.

Package for Hospitality Training – Provide valet service Appendix 5 - Page 1

 Appendix 5

Package for Hospitality Training – Provide valet service Appendix 5 - Page 1