11

TVL-H.E.-HOUSEKEEPING
Quarter 2 – Module 5:
DISPLAY PROFESSIONAL VALET
STANDARD
TVL – Grade 11
Alternative Delivery Mode
Quarter 2 – Module 5: Display Professional Valet Standard
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in any
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represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writer: Maria Elizabeth R. Jabonillo
Editors: Jesusa D. Paladar and Madelfa R. Carillo
Reviewer: Madelfa R. Carillo
Typesetter: Madelfa R. Carillo
Layout Artist: Madelfa R. Carillo
Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
Fay C. Luarez, TM, Ed.D., Ph.D. Maricel S. Rasid
Adolf P. Aguilar, TM, Ed.D. Elmar L. Cabrera
Nilita R. Ragay, Ed.D.
Antonio B. Baguio, Jr., Ed.D.

Printed in the Philippines by ________________________

Department of Education –Region VII Schools Division of Negros Oriental

Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117
E-mail Address: negros.oriental@deped.gov.ph
 11

TVL
Quarter 2 – Module 5:
DISPLAY PROFESSIONAL VALET
STANDARD
Introductory Message
For the facilitator:

Welcome to the TVL 11 Housekeeping Alternative Delivery Mode (ADM)

Module on Display on Professional Valet Standard!

This module was collaboratively designed, developed and reviewed by

educators both from public and private institutions to assist you, the teacher
or facilitator in helping the learners meet the standards set by the K to 12
Curriculum while overcoming their personal, social, and economic
constraints in schooling.

This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore, this
also aims to help learners acquire the needed 21st century skills while taking
into consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator, you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing
them to manage their own learning. Furthermore, you are expected to
encourage and assist the learners as they do the tasks included in the module.

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For the learner:

Welcome to the TVL 11 Housekeeping Alternative Delivery Mode (ADM)

Module on Display on Professional Valet Standard!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time.
You will be enabled to process the contents of the learning resource while
being an active learner.

This module has the following parts and corresponding icons:

This will give you an idea of the skills or

What I Need to Know competencies you are expected to learn in the
module.

This part includes an activity that aims to

check what you already know about the
What I Know
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.
This is a brief drill or review to help you link
What’s In the current lesson with the previous one.

In this portion, the new lesson will be

What’s New introduced to you in various ways; a story, a
song, a poem, a problem opener, an activity
or a situation.
This section provides a brief discussion of the
What is It lesson. This aims to help you discover and
understand new concepts and skills.

This comprises activities for independent

practice to solidify your understanding and
What’s More
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.
This includes questions or blank
What I Have Learned sentence/paragraph to be filled in to process
what you learned from the lesson.
This section provides an activity which will
What I Can Do help you transfer your new knowledge or skill
into real life situations or concerns.

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 This is a task which aims to evaluate your
Assessment level of mastery in achieving the learning
competency.
In this portion, another activity will be given
Additional Activities to you to enrich your knowledge or skill of the
lesson learned.

Answer Key This contains answers to all activities in the

module.

At the end of this module you will also find:

References This is a list of all sources used in

developing this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any part
of the module. Use a separate sheet of paper in answering the exercises.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through
with it.
If you encounter any difficulty in answering the tasks in this module, do
not hesitate to consult your teacher or facilitator. Always bear in mind that
you are not alone.

We hope that through this material, you will experience meaningful

learning and gain deep understanding of the relevant competencies. You
can do it!

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 What I Need to Know

The Butler/Valet Service module is developed to equip people working in

hotels, lodges, and homes stays on technical and practical knowledge required in the
profession, especially for those who wish to start their career as a Housekeeper-Room
Attendant in the hospitality sector.

The development of this material presents the competence of the work force
in the hospitality industry considered through market needs analysis.

LO 1. Display professional valet standards (TLE_HEHK9-12VS-IIIa-j-1)

LO 2. Care for the guest property (TLE_HEHK9-12VS-IIIa-j-2)

At the end of the module, you should be able to:

K: discuss basic roles of valet and butler service within the Philippine hospitality
industry;

S: create a scenario that enhance feelings of goodwill between the guest and the
establishment through principles of good communication in accordance with
the establishment standards;

A: relates good grooming and personal hygiene of valet service provider.

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 What I Know

A. Direction: Select the letter of the correct answer in your answer sheet.

1. What is the best definition of hospitality?

a. A service
b. Meeting the needs of guests with kindness and goodwill.
c. Businesses that provide services to people who are traveling.
d. A special room that is used to serve refreshments to groups of people.

2. Which skill is needed to be an effective public relations specialist?

a. Interpersonal skill c. Communication skill
b. Organizational skill d. All of the choices

3. There are several industry standards for the types of service styles that might be
used in a banquet setting. What is the best definition of butler service?
a. Appetizers and some beverages are passed around by service personnel as
they circulate among guests standing at a reception.
b. Quantities of food are prearranged on a self-service line and guests pass
through the line and help themselves
c. Appetizers are placed near the entrance on a table for guests to help
themselves as they enter the banquet
d. None of these answers are correct

4. What is the purpose of Occupational Health and Safety (OSH) in the hospitality
industry?
a. OHS works only as the enforcement agency when America’s workers safety
rights have been violated.
b. OHS works in partnership with businesses and employees to save lives,
prevent injuries, and protect the health of workers.
c. OHS works only as the government agency to determine the safety
guidelines for the Philippines’ workers.
d. None of these are correct.

5. Identify the best method to protect guests and their property at a hotel.
a. Recordable electronic keys (credit card style with magnetic stripes)
b. Network live and recorded surveillance cameras throughout the public
areas
c. Security officers regularly patrolling the hotel areas
d. All of the above

6. It refers to the upkeep and maintenance of cleanliness and order in a lodging

establishment, like inn, hotel, apartel, condominium, resort, dormitory, or
hospital.
a. Housekeeping c. Front Office Services
b. Butler/Valet Service d. Room Services

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7. Responsible for administering housekeeping maintenance and for insuring that
everything is in order and that all occupants are made comfortable, safe, and
protected from disease-causing bacteria.
a. Housekeeper c. Front Office Personnel
b. Butler d. Bell Man

8. The request of the guest to “make up room” of the guest.

a. Early make up request c. Blocked room
b. VIP room d. Vacant and dirty room

9. Upon entering the room, what will the housekeeper announce to inform the
guest of the housekeeper’s arrival.
a. “Good morning, ma’am/sir!”
b. “House cleaning!”
c. “Housekeeping!”
d. “Good morning, ma’am/sir. May I clean your room?”

10. Why is good grooming and personal hygiene required of a valet service
provider?
a. To be presentable c. To look dignified
b. To look confident d. All of the above

B. As a butler/valet, what do you think are the main duties? List your answers in
your answer sheet.

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 Lesson
DISPLAY PROFESSIONAL
4 VALET STANDARDS

This lesson gives all the necessary duties and areas of work a butler/valet
personnel entails, such as personal hygiene/attributes, cleaning methods, theory on
personal services, communication, protocol and etiquette, and meeting and receiving
guests.

What’s In

Going back to our previous lesson, we were able to discuss about scheduling
of cleaning areas and occupational health safety practices. This week’s lesson is all
about Basic Roles, Characteristics and Responsibilities a Valet and Butler must have
in servicing to guests.

Notes to the Teacher

The following are information that would lead to the
activities and assessment. Some activities may need your
own discretion upon checking or you may use a rubric if
provided. Please review the activities and answer keys and
amend if necessary.

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 What’s New

Direction: Define the terms below.

1. Butler
2. Valet

What is It

Basic Roles of Valet and Butler Service within the Philippine Hospitality
Industry

The general role of a butler and a valet

Housekeeper performs a range of services usually provided by room attendants
in other rooms
Confidant is a trusted person whom the guest can confide in when they need
to talk or share an idea, experience, or opinion
Guide informs the guest of what is available, both within and outside the
venue, when it is available, how to get there, and how to obtain
entry, tickets, and preferential treatment
Concierge assists guests by arranging tours, making theater and restaurant
reservations, etc.
Organizer organizes activities including reservations of tickets to shows,
entry to events, meetings with people, and daily schedules, on
behalf of and under the direction of the guests
Supervisor oversees the work of other people (venue employees and outside
workers) who provide products and services to the guests
Guest ensures the guest has a pleasant stay in the venue, ensuring their
relations expectations are met and dealing with any problems that arise
during the stay

A butler and valet may be all these and more. However the services they provide
depends greatly on the needs of an individual guest. A special relationship between
the butler/valet and the concierge exists, especially on the nature of the working

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relationship between them that demands instant responses to guests’ needs, quick
supply of information, and general professional support.

Being a butler and valet is challenging but an extremely rewarding one. The
role of a butler and valet should be undertaken by experienced staff members or
other people with sound organizational and interpersonal skills.

A butler and valet may be located in Housekeeping, Front Office, or another

appropriate department such as Finance or Sales and Marketing, depending on the
organizational structure of the establishment

The Main Roles of a Butler/Valet

The nature and extent of the butler and valet
services vary between guests with some guests
demanding constant attention and others requiring
little in the way of butler and valet service. Their
services can include, but are not limited to the
following:

 Communicating with the guest and on behalf of

the guests, professionally and confidentially
 Unpacking and storing guest luggage
 Preparing guest clothes and footwear ready for
use
 Light pressing of garments – as required or
requested
 Packing guest luggage – for their departure
 Cleaning and polishing shoes – as required or requested
 Repairing, or organizing the repair of, clothes and other guest belongings
 Providing assistance in relation to organization of guest needs and requests
including wake up calls, newspaper, coffee and tea
 Organizing and implementing functions for the guest in their room or in a
function room at the venue Recording services
that have been delivered – for quality control and
accounting procedures
 Preparing room before guest arrives – by providing
various items such as fruit bowls, complimentary
gifts, bathrobes, chocolates or flowers
 Looking after guest laundry and dry cleaning
needs – on an ongoing basis for the duration of
their stay
 Organizing and processing secretarial duties upon request – such as messages,
faxes, packages, translation, postage, and use of the business facilities at the
property

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Building Rapport through Verbal and Non-verbal Communication

Communicating with guests is a crucial aspect of

the butler’s role because it is the basis of the trust and
confidence necessary to build a good relationship between
a butler and a guest. This section presents important
information to enhance communication between butlers
and guests.
Communication is the exchange of thoughts,
messages, or information. It is vital to the success of a
restaurant or hotel business, since it is only through
effective communication that we can offer guests the
services.
Good communication (verbal and non-verbal) enhances the relationship
between the butler and their guest, which must be characterized by agreement and
harmony－this is called “rapport”. “Goodwill”, on the other hand, is a generic term
that refers to intangible elements of the relationship involving a blend of sentiments.

There are two main types of communication:

1. Verbal communication
2. Non-verbal communication

1. Verbal Communication
Verbal communication takes place when people speak to each other. Speech has
certain characteristics which will affect the message that is being spoken:
Volume Loud speech may sound bossy; very quiet speech cannot be heard.
Tone Use warm tones without sounding over-friendly. Cool tones are very
Unwelcoming.
Pace Fast speech is not easy to follow, but very slow speech makes the
speaker sound stupid, or gives the impression that he or she thinks the
listener is stupid. Speak at a reasonable pace so that the other person
has a chance to understand you

2. Non-Verbal Communication

For example, pictures or notices such as “no entry”

Signs and symbols

Hand signs, expressions, or body language that can

help to convey a message. You can learn to
Gestures and expressions communicate better with your guests if you learn to
recognize some of these:

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  Facial expressions - a smile, a frown.
 Gestures - movements of hands and
body to help explain or emphasize the
verbal message.
 Body posture - how we stand or sit.
 Orientation - whether we face the other
person or turn away.
 Eye contact - whether we look at the
other person and for how long.
 Body contact - arm around the
shoulder, a handshake.
 Proximity - the distance we are from a
person.
 Non-verbal aspects of speech - tone and
pitch of voice.
 Head nods - for encouragement,
indication of agreement or
disagreement.
 Appearance - dress and grooming.

These non-verbal clues are important as they can be used to improve the
quality of communication. They can be used to reinforce any verbal communication;
for example, leaning forward and looking at the person you are speaking to and
smiling naturally. Your expressions, posture and appearance must be appropriate
and should tell the guest that you are professional, competent and willing to help.

Communication takes place in mainly three different ways:

1. Talking and listening face-to-face and on the telephone
2. Writing and reading messages, forms, etc.
3. Through body language including facial expression, gestures, eye contact, or
looking away/looking at the floor and how close you are to a person.

Building Rapport
A butler 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.

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The Need to Build Rapport with Guests

All communication between butlers and guests must be characterized by the

following points:

 Use of a professional manner by the butler consistently – in all dealings with

guests.
 Being polite and courteous – 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.
 Exhibiting a constant willingness to assist – demonstrating “nothing is too much
trouble” and it is a pleasure to serve.

Courtesy and Communication Skills

The image that you present to the guests reflects on the hotel. You must
always be polite and helpful towards guests in order to promote your hotel positively.
Your hotel will have guidelines about how you should approach guests. However,
here are some general guidelines with regards to courtesy:

 Always greet guests politely. Smile at them

and use their surname if you know what it
is.
 Remember to be courteous – always say
“thank you” and “please”, and excuse
yourself if you need to interrupt guests.
 Do not stare at guests or pass comments on
their appearance, race, colour, or religion.
 Be aware of the guests’ body language. Don't stand too close to them if they
appear to be uncomfortable. If they are in the room when you clean it, be aware
of their personal space.
 Say “thank you”, “good morning”, and “have a nice day” sincerely and in a
friendly way.

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 If you are a cheerful, patient person with a good sense of humour, it is
probably natural and easy to relate to people, no matter who they are. On the other
hand, if you are shy it may be more difficult.

Nevertheless, talkative people will also have to be careful not to chat too much
to guests.
As a butler, you will be communicating with the following guests:
1. Customers/guests – be polite, friendly, and helpful
2. Colleagues – be polite, appropriate, and efficient.

If you communicate well:

 Customers will experience a better quality of service
 Employers will have more business (through more guests using the
establishment)
 All staff members benefit through teamwork

The following are important standards relating to communication between

butlers and guests:
 Listen – always be alert to:
 What the guest is saying
 What others around the guest are saying
 Questions asked by the guest
 Any sound giving rise for concern or action –the room door or telephone
ringing or crashing noise

 Observe – constantly monitor:

 What the guest is doing – or appears about to do
 The activities of others in the company of the guest
 The performance of equipment – such as lights and appliances

 Know when to speak and when not to speak – being a valet is not the same as
being a bar attendant, waiter or other frontline staff member and a different
protocol applies.

Personality Development

While all staff in a venue will be required to comply with a nominated standard
of grooming and personal presentation, the importance of these for a valet is even
greater. This section presents relevant requirements for butlers.

Good Grooming

Butlers need to be professionally groomed and are required to comply with the
hotel requirements in relation to personal presentation, personal hygiene, and
uniform. A butler’s presentation will have a lasting impression on the guest, and it
is important that this impression be of the highest standard at all times.

Note the use of the words “at all times”. Butlers must look as presentable five
minutes before they finish as they did when they started. Other staff may have the

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luxury of allowing their appearance to show “wear and tear” during the working shift,
but valets do not.

How you stand and move reflects on the image of your personal presentation.
Be aware of your posture, body language and the speed of your movement. Dignity
is a good word to bear in mind. A butler should carry themselves and discharge their
duties with dignity.

Dress Codes and Uniforms of Butlers

Most establishments provide their staff with uniforms. You must always
wear this uniform with pride. Your uniform serves several purposes and benefits:

• It makes you easily identifiable to guests.

• It protects your own clothing from getting dirty or damaged.
• It may protect you from chemicals and other related materials
you work with.
• It ensures that you look smart and professional – improving
the image of the housekeeping department and the
establishment.

The correct wearing of the venue uniform is a key to personal presentation.

While establishments provide and launder uniforms you must ensure:

 It fits properly – so it looks good, enables freedom of

movement, and is comfortable to wear
 It is kept clean – 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”.

The uniform must always be:

 Pressed – meaning it must be free of wrinkles and look cared for
 Stain-free – and free of marks, dirt or other mess
 It remains in good repair – there can be no loose threads and no missing
buttons.

Hair and Nails

You must, at all times:
• Have clean, well-kept hair.
• Wear your hair in such a way that it does not interfere with doing your job

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 properly, for example, hang in your eyes
and prevent full sight.
• Ensure, in the event that that you hair fall
out a lot, that you wear a hairnet to
prevent it being distributed all over a guest
room.
• Some establishments may require you to
wear a head scarf or bandanna with
your uniform.
• Make sure that your nails are tidy at all
times. Your nails must not be long enough to
damage items in the line of work, for example,
catch on linen or scratch other items.
• Some establishments require short, unpolished nails. This will be indicated
by the establishment’s policy.
• If your nails are long, it is difficult to clean them, and you may collect and
transfer dirt and bacteria, which may cause yourself, colleagues, and guests
to become sick.

Jewelry and Cosmetics

• No jewelry, except for a wedding band and, possibly, a watch (may be quite
a handy tool for a housekeeper to assist him/her with time keeping)
• Chains/necklaces around the neck, dangling earrings, and loose bracelets
are usually not allowed, as they may pose a safety risk.
• Some establishments only allow basic day make-up to be worn by butlers –
for the sole purpose of looking neat and tidy.
• Be careful of very strong-smelling perfume as the smell may fill in the guest
room long after you have left and may not be pleasant to the guest.

Personal Hygiene
Personal hygiene is important in all areas of the establishment, even in the
housekeeping department. Your personal hygiene not only affects you, but it also
affects others!

Personal Hygiene Practices in the Workplace

• Proper and sufficient changing rooms, basins

with soap, hot and cold water, paper towels, hot
air dryers, etc.
• Clean laundered uniforms.
• Use of disposable gloves, where necessary.
• Ensuring that you know what is expected of you
in terms of personal hygiene standards and
practices.

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Five basic rules for personal hygiene
1. Practice • Shower, bath or wash thoroughly every
personal day.
cleanliness. • Keep hair and nails clean and neat.
• Brush teeth, at least twice daily, and use a
breath freshener, as needed, throughout
your shift (especially smokers).
• Always wear clean clothes.

2. Travel to • When you arrive at work, you are carrying

work in a lot of bacteria and dirt with you on your
Home clothes and possibly shoes. It is best to
Clothes
wear street clothes to work, wash if
necessary, and then put on a clean
uniform before going on shift.
• Low-heeled closed shoes will protect you
against potentially dangerous chemicals
and machinery. They will also help you to
move quickly and efficiently around your
workplace.
• Most establishments require their
housekeepers to wear clean socks, flesh-
coloured stockings, or tights to maintain a
professional hygienic appearance.

3. Wash Your Wash your hands every time you:

Hands • Use the toilet
• Blow your nose
• Cough or sneeze
• Handle food
• Handle rubbish
• Smoke
• Take off gloves
• Been in contact with any possible
contaminated items or areas
• Move from one room to the next

4. Avoid Bad Habits Bad habits like smoking, drinking, and

addiction to narcotic substances have a
negative effect on your health and
appearance. Smoking causes bad odors,
smelly breath, stained teeth, chronic
coughing, yellow fingernails, etc., all of
which can be detrimental to your work
ability and professional appearance. Other
bad habits may include:
• Scratching your body – any areas

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 • Picking pimples or sores
• Wiping your hands on your clothes
• Wiping your hands on your
uniform/apron continuously, which
may cause three things to happen:
1. Your uniform/apron will get wet
and be an ideal place for bacteria
to grow
2.You will deposit dirt and bacteria
onto the uniform/apron
3. You will transfer bacteria and dirt
from your apron to the area you are
working in and the items you
handle.

These bad habits are not only

detrimental to your own health and the
satisfaction of your guests, but also cause
unhygienic conditions, as bacteria spreads
more readily.

5. Illness and Injuries You should be in good health from

oral hygiene to general fitness. If you are
physically sick or if you are injured in any
way, it is important to check if you are fit for
duty and whether there is a risk of your
condition affecting your work as well as the
safety and welfare of your colleagues and
guests.

Access and Utilize Knowledge of Individual Guests to Provide Personalized

and Quality Valet Service

While many guests in an establishment are walk-ins, guests who require a

butler never arrive without a reservation. As part of this reservation, a request is
made for a butler or the management decides if a butler service will be provided. The
guest also provides certain details about their stay and needs, as well as wants and
preferences during their stay.

This section identifies how butlers should provide personalized and quality
services to the guests.

Obtain Guest Information in Advance of Guest Arrival

Why is it important to obtain guest information?

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 It is important to obtain VIP guest
information so you can: Learn about the guest –
knowledge is power when used to satisfy the
guest. The more knowledge you have about the
guest to be served, the better you can meet their
needs.
 Identify their individual needs, wants,
and preferences – so service delivery can
be tailored to meet their personal needs
 Meet expectations – where valet service is provided, VIP guests have high
expectations about the standard of service received, and how they will be
welcomed and treated. Meeting or exceeding guest expectations is important
in relation to:

 Attracting repeat business

 Obtaining positive word-of-mouth advertising and endorsements.

Where and how can guest information be obtained?

The Need to be Proactive

Butlers need to be proactive in sourcing information about guests they are
required to service. They cannot afford to wait for information to be given to them –
they must take action to obtain it.

This may mean butlers may:

 Ask management to contact the guest and request information from
them
 Contact guest support staff (such as personal assistants) to obtain
information.

Possible Sources of Guest Information

Butlers may also use the following to source guest information:
 Internal guest history
Where the guest is a repeat visitor to the establishment, there is a
strong possibility the venue will have details about their previous stay
that can be used to provide information about their next visit.

The internal guest history may be a paper-based report or an electronic

file on the venue CRS containing:

A. Information from venue staff who served the VIP on their previous
stay/s about:

1. Likes and dislikes of the guest

2. Things to do and not do for the guest
3. Preferences in terms of things such as:
a. Brand names e. Privacy
b. Wake –up calls f. Personal treatment

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 c. Food and beverages g. Forms of address
d. Timing of service delivery

B. Requirements relating to the room – such as preferences regarding:

 Room type or number

 Room set-up on arrival
 Facilities required
 Extra items required

C. Problems encountered by the guest or their party – so special effort

can be made to avoid a repeat of these issues.

Welcoming the Guest

Before the guest arrives, as a butler you will need to:
1. Confirm the people in the guest’s party with reception – by name and
number
2. Practice saying the guest’s name – where the name is unusual, difficult to
pronounce
3. Identify the correct form of address for the guests – to ensure the guest is
addressed in the most polite and appropriate form as applicable to their
position
4. Make a last minute check of the guest room or suite – to verify all is ready
for the arrival of the guest
5. 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:
a. The names of those arriving – the VIP guest and all those in the
party.
b. Schedule for the party – detailing what the guests will be doing and
when they will be doing it.
c. Allocation of roles and responsibilities to staff – for service delivery
to the guest and their party.
d. 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.
e. Things the staff must do and must not do – while the guest and
their party are in residence at the venue.
f. Ancillary aspects of the visit – such as:
i. Security arrangements
ii. Media access to the guest
iii. Special events the guest will be hosting or attending
6. Meet with management to discuss and organize the arrival
addressing:
i. 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
ii. Expected time of arrival
iii. Activities organized as part of the arrival, covering issues such
as:
a. Registration
b. Introductions to staff and others
c. Media obligations and photo opportunities

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  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

7. Meet with management to discuss and organize the arrival addressing:

i. 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
ii. Expected time of arrival
iii. Activities organized as part of the arrival, covering issues such
as:
a. Registration
b. Introductions to staff and others
c. Media obligations and photo opportunities

Stage 2
Is the private and more personal introduction where the butler should:
 Use the guest’s name and greet them and welcomes them to the venue.
 Introduce themselves by name and position.
 Confirm their previously advised requests have been taken care of
 Invite questions and further requests.
 Make 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 butler and the guest, or between the butler
and the agent, manager, or PA of the guest. This highlights that the butler may not, on some
occasions, welcome the guest in the traditional sense.

1. Providing General Butler Services

A prime requirement is for butlers to be alert constantly to service cues
presenting themselves throughout a guest’s stay. There is no single list that can
describe every possible available services, so constant watchfulness, coupled with
initiative, are the keys to advising the guest on what is available. While every guest
is likely to have individual needs, experience has shown the following services are
often required by guests and butlers have a primary role to play in arranging them:

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 Picking Up Laundry

The word “laundry” means the removal of

stains, washing, and finishing (ironing and finishing)
storage of all types of clothes and articles. The process
of laundry ensures the care of clothes and other items
made of textile fibers of different types.
The Laundry Department is responsible for
providing an efficient laundry service for our guests
and crew. This 24-hour operation fulfills all on-board
laundry needs including all bed linen, towels, guest
clothes, restaurant linen and staff uniforms. The
laundry department includes Laundry Manager,
Assistant Laundry Manager, and Laundry Attendants.

Aside from the housekeeper, the butler has the task of picking up laundry
(personal clothes) from his/her guest. The butler should separate heavily soiled items
from the other used clothes and clearly set those apart so laundry workers can
initiate the necessary pre-treatment as soon as they arrive in the laundry room.
The use of trolley to transport linen, rather than plastic bags, provide a better
impression to guests.

Checking Laundry for Possible Damage

The ultimate goal of a well-run laundry is to

obtain optimum result in terms of appearance, odor,
and feel. Regarding appearance, the linen must be
snow-white (white items) and free from wrinkles and
spots caused by staining. The odor must be fresh
and clean, not stale and musty. For the feel, the
articles should be smooth and velvety, not coarse or
rough.

Sorting, Endorsing, and Delivering of Laundry

Guests may require clothes to be laundered or dry cleaned. It is to be expected

venues offering butler services will have an on-premises laundry that can meet these
requirements. Your job as a butler is to organize what needs to be done as opposed
to actually laundering items or dry cleaning them.

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 Sorting Out
Linens are sorted out according to amount of
dirt, color, and type of fabric.
Endorsing
Make sure to receive instructions from senior
and experienced laundry staff in the venue.
Delivering of Laundry
Arranging for the laundering or dry cleaning of
clothes involves the following:

 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.

Reports and Endorsements of a Butler Service Provider

Reporting and Endorsement Procedures
This is for communicating with other staff and persons external to the venue.
This includes contractors, officials and authorities, in the event of a need to:

 Manage an emergency.
 Charge expenses to the room or individual VIP.
 Report an issue or incident.
 Advice of new or revised VIP guest needs.
 Confirm existing arrangements.

19
 Maintenance problems should always be reported as customers expect that
everything in the hotel will be in good working condition. Reported faults will be
needed to be dealt with quickly and efficiently to prevent accidents and to prevent
loss of revenue due to rooms being put out of commission.
Examples of items, which may require repair in the guest room, are the
following:

- Broken chair/s - Blocked toilet/s

- Broken table/s - Air conditioning unit/s
- Light bulb/s - Dripping tap/s
When a maintenance problem is discovered, the butler must complete a
maintenance request form in writing and follow the policy and procedure of the hotel.
It is important to fill the form in correctly, to ensure the relevant information is
communicated to the maintenance department, in order to avoid misunderstandings.

This maintenance request form is usually prepared in triplicate, one each for:
1. Tradesman (i.e., plumber/electrician)
2. Chief maintenance engineer
3. Housekeeping, as a record and follow up

The standard procedure may be for these forms, to be given to the supervisor, for
submission to the appropriate department, at the end of a shift or earlier.
Here is an example of a maintenance request/report:

MAINTENANCE REQUEST
We would like to bring the following under your attention. Kindly check and take
the
necessary steps to resolve the problems listed below:
Room no/Area: No: 192
Items out of order: 1. Light in lamp on right side of the bed
out-of-order
2.
3.
Reported by: Kim Chiu
Date and time: Designation: Butler
06.6.2020/ 10:00am
Housekeeping Department

These forms would be on the trolley along with the guest supplies and can
be placed in the information folder.

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 What’s More

Direction: Copy and answer the question in your answer sheet.

1. Explain the basic roles of a butler/valet in servicing within the Philippine

hospitality industry.

What I Have Learned

Directions: Write a reflection about your learning on this module using the guide
phrases below. Do this activity on your notebook.
I have learned that
__________________________________________________________________________________
__________________________________________________________________________________
I have realized that
__________________________________________________________________________________
__________________________________________________________________________________
I will apply
__________________________________________________________________________________
__________________________________________________________________________________

What I Can Do

Directions: Read and answer the situation below based on the given rubric and
write your answer in your answer sheet.

Imagine yourself as a butler in a hotel. What should you do when a guest

arrives? Create a simple and short conversation between you and the guest. Write
your answer in your answer sheet.
Rubric
Starting the Conversation:
Meet and Greet of the guest with courtesy. Use the guest’s name and
greet them and welcomes them to the venue. 20%

21
 During the Conversation
Delivering services with professionalism throughout the conversation. 30%
Confirm their previously advised requests have been taken care of
Ending the Conversation
Make an offer of immediate assistance or a statement indicating they 10%
are ready to help in any way before ending the conversation.

Total Score: /60

Assessment

Direction: Choose the letter of the correct answer and write your answers in your
answer sheet.

1. Literally refers to the upkeep and maintenance of cleanliness and order in a

lodging establishment, like inn, hotel, apartel, condominium, resort, dormitory,
or hospital.
a. Housekeeping c. Front Office Services
b. Butler/Valet Service d. Room Services

2. Responsible for administering housekeeping maintenance and for insuring that

everything is in order and that all occupants are made comfortable, safe, and
protected from disease-causing bacteria.
a. Housekeeper c. Front Office Personnel
b. Butler d. Bell Man

3. Upon entering the room, what will the housekeeper announce to inform the
guest of the housekeeper’s arrival.
a. “Good morning, ma’am/sir!”
b. “House cleaning!”
c. “Housekeeping!”
d. “Good morning, ma’am/sir. May I clean your room?”

4. Why is good grooming and personal hygiene required of a butler service

provider?
a. To be presentable c. To look dignified
b. To look confident d. All of the above

5. Smiling at and using the guest surname as well as remembering to be courteous

– always saying “thank you” and “please”, and excusing yourself if you need to
interrupt guests is what skill?
a. Courtesy and communication skill c. Communication Skill
b. Rapport skills d. Business Skills

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6. Providing a general butler service is
a. Picking up laundry, checking laundry for possible damage, and sorting,
endorsing, and delivering of Laundry
b. Picking up laundry, checking laundry for possible damage, and ironing
c. Checking laundry for possible damage; sorting, endorsing, and delivering
of Laundry; and pressing
d. None of the above

7. Proper and sufficient changing rooms, basins with soap, hot and cold water, paper
towels, hot air dryers, etc. are some examples of
a. Housekeeping Services c. Butler/Valet services
b. Personal Hygiene Practices d. Building Rapport

8. What must a butler accomplishes when a maintenance problem is

discovered?
a. Maintenance request form c. Replenishment request form
b. Repair request form d. Both A and B

9. In the stages of welcoming the guest/s, what stage is the more private?
a. Stage 1 c. Stage 1 & 2
b. Stage 2 d. All of the above

10. Why is it important to obtain guest information?

a. To learn about the guest
b. To identify the guest/s needs, wants, and preferences
c. To meet guest/s expectations
d. a, b, and c

Additional Activities

Read about butlers and valets care for guest property.

23
 24
Assessment
1. a
10. d
2. a What's More 9. c
3. c Answers may vary 8. a
4. d
5. a
7. a
What's More
6. a 6. a
7. b
Answers may vary
5. d
8. a
9. b 4. b
10. d 3. a
2. d
1. b
What I Know
Answer Key
References
“LEARNER'S MANUAL HOUSEKEEPING (ROOM ATTENDANT) Investing in Nepal's
Future THE HITT PROGRAMME.” Academia.edu. Accessed July 7, 2020.
https://www.academia.edu/24897630/LEARNERS_MANUAL_HOUSEKEEPING_R
OOM_ATTENDANT_investing_in_nepals_future_THE_HITT_PROGRAMME.

“Provide Valet Services to Guests (D1.HHK.CL3.06)Trainee Manual”.June

10, 2020.https://www.asean.org/wp-
content/uploads/images/2013/economic/matm/
Toolboxes%20for%20Six%20Tourism%20Labour%20
Divisions/Specific%20Competencies/Housekeeping%20
Division/Provide%20valet%20service%20to%20guests/
TM_Provide_valet_services_310812.pdf
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