HOUSEKEEPING NCII REVIEWER

Prepared by: Mr. Brian D Pilapil

CSTC-HSK trainer

BUTLER SERVICE SCRIPT

FRONT OFFICE

BUTLER: Good Morning Sir/Maam, I'm Brian and I'm the Butler of Mr. Mendoza.

FRONT DESK: Good morning Sir Brian, Mr. Mendoza's room number is 06, here is the key
card.

BUTLER: Thank you! (Then proceed to the lobby and approach Mr. Mendoza)

LOBBY

BUTLER: Good Morning Mr. Mendoza, I'm Brian and I will be your butler for today, – If you
don't mind, may I borrow your ID or Passport for check-in verification purposes?

Mr. Mendoza: this is my I.D and passport

BUTLER: (check I.D/Passport information then return it) Thank you Mr., Mendoza, Let me
guide you to your room, your room number is 06, This is your keycard. If you don't mind may I
carry your luggage?

Mr. Mendoza: Yes, you may!

BUTLER: Sir, your luggage brand is Proworld, silver in color, in good condition. This way to
your room sir. ( While walking going to the guest room) Mr. Mendoza, allow me to explain the
hotel facilities. The buffet restaurant wherein our chefs prepared local and international cuisine is
located on the 4th floor. Bar and coffee shop wherein our bartenders prepared cocktails and
mocktails are located on the Third floor, medical clinic, and business center are located in the
lobby of the hotel. While the gym and fitness center is located at CGM Marichi and the
Swimming pool is located at Tumbaga. Moreover, We also have the famous tourist spot here, the
majestic view of Mt. Banahaw, best resorts such as Villa del Prado if you want to relax with the
sea, we also have the famous delicacy where you can enjoy the best coffee with Pinagong. Oh,
We arrived at your room sir, Room number 6, and on the left side we have the Fire Exit in case
of emergency. May I borrow your keycard?

- Allow me to explain how to use your keycard, just swipe like this and your door will
automatically open, may I open the door,(before swiping, knock on the door, 3x,
Housekeeping Housekeeping housekeeping! and then open it)

- You may come in sir. - And for your Electricity, just put your keycard in the keycard slot or
electricity slot and the power will be on.
– May I put your luggage on the luggage rack and I will unpack your clothes? (guest will say no
to unpacking, just put it on the rack).

- Allow me to explain your room facilities and amenities, you have here your free basket of
oranges, apples, and bananas with 2 bottles of water and coffee with sugar and cream. There's the
lampshade and operating the telephone where you can press 0 for an operator, 1 for
housekeeping, 2 for laundry, 3 for room service, and 4 for Front Office. Here is also your
King/Queen sized bed, and for you to enjoy the view of Mt. Banahaw, just open the curtains, you
also have here the remote control for the television for you to enjoy your favorite series and the
remote control for the air conditioning to manipulate the temperature to your likings.

- And for your bathroom amenities, you have shampoo, conditioner, body wash, lotion, slippers,
toothbrush, toothpaste, tissue, and a shaver with shaving cream. You also have hand towels and
bath towels, there is also a bathtub and a shower, just click the red button for hot water and the
blue button for cold water.

-Is there anything I can do to assist you Sir – (NONE). Okay sir, if there's any, don't hesitate to
call or contact me at the speed dial 888.—(okay, thank you). Okay sir, Good afternoon! have a
pleasant stay with us!

*Making Up Room Service Script

BUTLER: Knock 3x housekeeping housekeeping housekeeping

-Good day! Sir, I'm Brian and I will be your guest room attendant for today. I'm going to make
up your room, may I come in?

GUEST: Come in!

BUTLER: Thank you! (then clean the room as SOP)

*Checking out the Room Service Script

BUTLER: Knock 3x housekeeping housekeeping housekeeping

-Good morning sir, I'm Brian and I'm your guest room attendant. I will assist you with your
checkout, may I help you pack your luggage, sir?

GUEST: Yes, please!

BUTLER: I'm done packing your clothes sir, this way to the lobby.

*Laundry Service script

- (Knock 3x, Laundry Service!) Laundry service, Good morning sir, I'm Brian and I'm going to
pick up your laundry, May I come in?—(get the clothes from the laundry basket) okay sir the
clothes to be washed are 2 longsleeved, 2 slacks, 3 polo, 4 polo shirts, their brands are channel,
Gucci, Uniqlo, and Louis Vuitton. All buttons are attached, all pockets are emptied, and there is
no damage or stain. The process of washing is through handwashing and your special instruction
is to not use bleach and use a fabric conditioner. The total amount is 1,300php, – How would you
like to settle your bill, sir, do you want to pay it through cash or card, or do you want to add it to
your room charge? – (GUEST: charge it to my room) since it's charging your room, your
clothes will be delivered at 10 am tomorrow. Thank you so much sir and have a pleasant stay
with us!

*Washing Guests' Clothes script

-In washing guest clothes: First I check if all buttons are intact, pockets emptied, and no damage
or stain. Separate white from colored clothes. Rinse it, wash it with detergent or anything that is
instructed, rinse it, dry it, hang or fold it and deliver it to the guest within the time allotted.

*Ironing Guests' Clothes script

-Before I iron the guest clothes I check if all buttons are intact and have no stains or damage.
First I ironed the back of the collar, the front of the collar, the shoulder part, the back of the
sleeve, then the front of the sleeve next is the other back of the sleeve, and then the front, then
the back part, next is the front pocket, front area, and lastly the button area and present it to the
guest. ( I ironed the front area lastly because this is what we showcase.)

*Polishing Guests' Shoe Script

- Do the dusting first, then put a shoe polisher, brush it (the stroke of the brush is away
from you to avoid getting stained) do it to another pair, and then present it to the guest.

-Parts of the shoe are: Toe cap, Throat line, Eyelet, Tongue, Vamp, Quarter, Welt, Outsole,
Heel, Insole

*Bed Making (2-ways)

(5 linen)- Bed pad, Fitted sheet, 1st linen (wrong side), blanket, 2nd linen (right side), bed
runner, towel, two pillows, and two throw pillows.

(Duvet)- fitted sheet, duvet, and comforter (you will put the comforter to the duvet using a
technique), two pillows and throw pillow, bed runner, towel.

Parts of the Bed:

- Head Board, Bed Box ( TESDA Term: BED FOOT), bed skirt (if the bed box is not appealing),
Mattress, Bed pad, Fitted sheet (bed sheet), 1st linen (wrong side), blanket, 2nd linen (right side),
duvet, comforter, bed runner, pillow with pillow case, pillow sleeve, throw pillows (add ons),
towels.
QUESTION AND ANSWER FOR ORAL QUESTIONING

1. How can you establish rapport with the guest?

- Greet them with the mood of today with a smile.

2. How can you access guests' records to provide personalized and quality valet service?

- Go to the front office.

3. What is the proper way to be a well-groomed butler/valet? Why?

- Knowledgable, honest, and have good hygiene. Being a well-groomed butler/valet is vital as
you can get the trust of your guests in the establishment and show that you are qualified to be
one of those butlers.

4. Give five (5) personal characteristics required by a valet.

- Tactful, Honesty, Politeness, Genuine service, and Good manners.

5. How will you present to guests the appropriate clothes for a meeting with other
diplomats?

- Presenting the guest clothes, It should be clean and well-pressed.

6. What is the proper procedure for cleaning at least three types of shoes with the following
materials: leather, lace/ gamosa and rubber?

Leather:

● wipe it with dry clothes.

● apply the shoe shine (cake) and leave it for 5 mins.

● And then brush it away from you.

Gamosa/Lace

● (it should be done with a small brush) brush it away.

Rubber

● wipe it with wet dump clothes.

● Can wash it with detergent to remove dirt and hang it under the sun.

7. How can you assist in the repair of detached buttons on guests' clothes?

- Ask the guest if she/he needs help, if yes, choose the right button and then start sewing.
8. How can you assure the guest of the confidentiality of his transaction?

- By the principle of "Seeing everything, saying nothing"

9. How do you handle the guest's request for the safe keep of his valuables?

- Refer the guest to the front office.

10. What is the importance of effective communication to butler service?

- To provide good service and to be able to understand and provide answers to the guests.

11. What is the generic term for ethanol?

- Alcohol

12. What are some symptoms/signs of alcohol intoxication?

- Slurred speech, Red eyes, Smell of liquor, Gestures, Gait, Posture, Euphoria, Poor
coordination.

13. What are the appropriate ways of asking an intoxicated patron to leave the premises?
Give at least 3.

- Final warning, Notifying friends and Identifying transportation

14. What are 3 types of assistance that can be given to an intoxicated person?

- Offer water, Offer food, and Slowing down service

1. The guest requested the arrangement of his flights to other tourist spots of the country,
whom should you refer him, and how?

- Refer the guest to the Concierge is the one who assists the guest by arranging the flights from
other destinations.

2. How will you perform "making up room" when there is a guest inside?

- There are certain rules in each hotel in case a guest wants to stay in the room while
housekeepers are cleaning the room. Some hotels will not allow it. it is not only unuseful but also
time-consuming for the hotel's staff. However, there are ways for you to deal with this situation.
Firstly, you inform the reception and ask them whether they could invite the guest to go out for 1
hour or more.

3. Between a check-out room and a request for a "make-up room", which one will you do
first?

- Making up a room because the guest is still within the vicinity of the hotel.
4. What is alcohol intoxication? Elaborate or give example.

- Is the Abnormal behavior of a person that leads to death, accident, and coma.

5. What are you going to do if you noticed your guest showing signs of alcohol intoxication?

- Stay calm, talk to the guest nicely, and offer something like food or coffee.

6. Discuss the proper loading of the Housekeeper's trolley and explain why?

● First check the wheels then clean the trolly.

● Put the amenities on the first shelf.

● Then on the second shelf are the bath linen,

● Pillowcase, bed pad, bed sheet, bedspread.

● 3rd shelf is the chemicals used in cleaning.

7. Discuss thoroughly the difference between servicing a room and making up a room.

- The main difference between housekeeping and room service is that housekeeping involves the
provision of a clean, comfortable, and safe environment for guests, while room service involves
allowing guests to order food and drink in their rooms.

8. Explain the safety measures in making up or bed making?

- Do the body mechanics like kneeling

9. Will you identify the materials used for the flooring and the walls? Discuss the proper
cleaning and the appropriate cleaning materials to use.

Flooring

1. Hand brush- use for brushing dust from surfaces.

2. Long handle broom- used for sweeping dust and dirt.

3. Utility mop- Used in keeping floors from dust particles.

4. Dustpan. Used for picking up swept dirt and dust

5. Foor pads - placed under the floor polisher. Used to make the floor shiny.

Wall

1. Hand Brush- used to rush dust away.

2. Cleaning cloth- used for dusting surfaces and drying up bathroom walls and floor tiles.

3. Sponge- used for cleaning painted surfaces, tiles, and glass mirrors to avoid being scratched.

Ceiling

1. Cobweb brush- used for cobwebs and dirt found in hard-to-reach areas.

2. Long-handled broom- used for sweeping dust and dirt.

3. Ladder- is an aid in cleaning for hard to reach areas.

10. How do you maintain housekeeping equipment like a vacuum cleaner?

- Check before and after using the equipment.

11. Discuss the tasks for Turn Down Service?

- Its 6-9 pm

* emptied waste baskets.

*wash used glassware

* Clean the toilet

*replenished amenities

* made the bed for turn-down service

*checked room temperature

*dimmed the light

*spray room deodorizer.

*take a last look at the final evaluation.

12. What are the three steps when asking an intoxicated patron to leave the premises?

● Stay Calm

● nicely talk to them.

● Find a way to exit./ find a way to make excuse.

13. What are the five signs of intoxication?

* gestures
* the smell of liquor

* gait

* Slurred Speech

* red eyes

*posture

1. What is PPE and why is it necessary during the cleaning of the public area?

- PPE is equipment that protects workers against health or safety risks on the job and reduces
employee exposure to hazards. PPE includes items such as protective helmets, eye protection,
high-visibility clothing, safety footwear, safety harnesses, and, sometimes, respiratory protective
equipment.

2. Discuss the complete procedure of using a floor polisher & carpet shampoo.

- The Buffing and Polishing process is for the daily or weekly maintenance of floors to maintain
and restore the luster of the finish and removes light scuffs and dirt from the surface. Carpet
cleaning is performed to remove stains, dirt, and allergens from carpets.

3. Identify the cleaning equipment and chemicals & their uses.

- Chemicals used for cleaning and in cleaning products, such as laundry detergents, bleaches,
dishwashing products, and other household cleaners, help improve cleaning efficiency, making
homes, offices, and other environments both easier to clean and more hygienic.

4. How can you reduce risk / prevent accidents for your colleagues and guest?

- Accidents are unplanned occurrences that result in injuries, illness, death, and loss of property
and/or production. While there is no way to eliminate accidents, there are certain plans,
preparations, and actions that can be taken to reduce them.

5. Discuss the proper care of equipment and cleaning chemicals. Why?

- Keeping all cleaning chemicals in their original containers and never mixing chemicals, even if
they are the same type of chemical.

6. During cleaning you noticed a strong smell of gas leakage, and water leakage, which one
will you prioritize?

- The first and most important thing that you must do if you detect or even suspect a gas leak is
to get out. It's infinitely better to be safe than sorry.

7. How do you manage hotel waste and garbage?

- to reduce their waste, many hotels are taking several steps to be more environmentally friendly.
These steps include recycling, donating, eliminating newspapers, buying in bulk, reducing paper
products, and selling furniture.

8. How will you handle the situation when an intoxicated guest held your arm and pulled
you towards the room?

- Invite the problem guest to an area away from other guests, where you can talk. Deal with the
situation in a calm, friendly way.

9. How will you handle a guest who arrived at the hotel with signs of intoxication?

- Stay calm. Don't argue with the intoxicated guest. Don't embarrass the guest, especially in front
of other people. Listen and empathize with your guest.

1. What is the standard procedure for laundry?

● Step 1: Know Your Laundry Symbols.

● Step 2: Learn How to Separate Laundry.

● Step 3: Understand how to Pre-Treat Stains.

● Step 4: Determine How many detergents to Use.

● Step 5: Master how to Load a Washing Machine.

2. What is the proper way or process of ironing?

- Ironing not only eliminates wrinkles and shrinkage, but it also leaves clothes looking, fresher.
Ironing also manipulates the fabric in clothes to improve their quality and ensure a long life.
Having clean and fresh clothes leaves you feeling better about yourself and boosts your self-
confidence.

3. What will be your basis for the choice of the method of laundry to be used?

- Regular washing of clothes and bedding, helps to remove any bacteria, dirt, fleas, mites, and
other irritants or infections. Washing clothes and bedding can help reduce the incidence of
infectious diseases, such as diarrhoeal disease, respiratory infections, scabies, and other skin
infections.

4. Why is it necessary to conduct post-laundry activity?

- It is important that we know if there were damages to clothing material after the laundry to be
able to do repairs. It is also necessary to check on the quality of the laundry done and to check if
the stains were removed.

5. How will you bill and deliver the guest's laundry?

- Being a laundry valet you are responsible to ensure that all laundry services for the hotel's
guests are done as per the standard policies and are met on time. Also responsible for laundry
collection from guest rooms, dry-cleaning, washing, drying, pressing, and folding of guest
laundry along with other hotel linen.

6. What is the proper way of operating a washing machine?

- Different fabrics require different degrees of agitation. Agitation shakes the dirt loose, but
afterward, you may need to add a softener for a more gentle effect. Whichever cycle you choose,
use a liquid detergent and fabric conditioner as they are the best formats for washing machines
and they provide the same great cleaning for your clothes.

7. How will you do the post-laundry cleaning activity and explain why?

- After the laundry, the machine must be thoroughly cleaned to remove residue of dust and
particles. This is to have good maintenance of the machine and to prepare for the next laundry.
All of the cleaning materials and chemicals must be returned to the storage area.

8. How do you care for laundry equipment and supplies?

- Keep the exterior of laundry equipment clean. Clean soap dispensers. Clean or replace the
water filter inlet screens regularly. Check inlet and outlet hoses regularly. Check the belts from
the motor to the drum on the machines.

9. Prepare /fill up a comprehensive laundry report and billing of laundry services.

- Laundry lists are placed in the hotel rooms for guests to enter the details of items they have
been given for laundry. This list will also feature the price for each laundry item. This list will
help the hotel and the guest to check the number of items given for laundry and the items which
were returned after laundry. The overleaf of the laundry sheet contains the terms and conditions
for Laundry services.

10. What are three tips to remember when dealing with an intoxicated person?

- Stay calm. Don't embarrass the guest, especially in front of other people. Deal with the situation
in a calm, friendly way.

11. Why is it important to record incidents involving intoxication?

Recording incidents as soon as they occur is a crucial part of a proper incident investigation.
Having a written record is the primary source of information about the people involved and the
sources of hazards.
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