MODULE CONTENT

UNIT OF COMPETENCY : Provide Valet/Butler Service

MODULE TITLE : Providing Valet/Butler Service
MODULE DESCRIPTOR : This module deals with the skills and
knowledge required to provide specialist
valet/butler services in a commercial
accommodation establishment. This role
would generally be undertaken by experienced
staff members with sound organizational and
interpersonal skills.
NOMINAL DURATION : 32 hours

LEARNING OUTCOMES:
At the end of the module, you must be able to:
1. Provide professional valet/butler services
2. Learn to care for guest property

ASSESSMENT CRITERIA:

LO1. Display professional valet standards

1.1Rapport is established and feelings of goodwill are enhanced between the

guest and the establishment through principles of good communication
1.2Knowledge of individual guests record is accessed and utilized to provide
personalized and quality valet service
1.3Valet grooming and communication standards are followed, in
accordance with establishment standards

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LO2. Care for guest property
2.1 Luggage is unpacked, stored and packed neatly in accordance with
guest instructions
2.2 Guest clothes are appropriately prepared and presented, ready for
guest use
2.3 Shoes are correctly cleaned
2.4 Repairs are made or organized in accordance with establishment
procedures
2.5 Confidentiality of guest’s property and activities is maintained in
accordance with legal and ethical requirements

LEARNING OUTCOME NO. 2

CARE FOR GUEST PROPERTY
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Contents:
1. Packing, unpacking, storing of guest luggage
2. Preparing and presenting of guest clothes
3. Cleaning of shoes
4. Repair of servicing buttons and zippers

Assessment Criteria:

2.1 Luggage is unpacked, stored and packed neatly in accordance with

guest instructions
2.2 Guest clothes are appropriately prepared and presented, ready for
guest use
2.3 Shoes are correctly cleaned
2.4 Repairs are made or organized in accordance with establishment
procedures
2.5 Confidentiality of guest’s property and activities is maintained in
accordance with legal and ethical requirements

Conditions:

The participants will have access to:

Assessment Method:

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1. Written Test
2. Performance Test-Demonstration with Oral Questioning

LEARNING EXPERIENCES

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Learning Outcome 2
CARE FOR GUEST PROPERTY

Learning Activities Special Instructions

Read information sheet 3.2-1 on
packing, unpacking and storing of
guest luggage.
Answer self-check 3.2-1.
Watch video clips on packing,
unpacking, and storing of luggage.
Observe the demonstration of the
instructor on packing, unpacking,
and storing of guest luggage.
Perform Task Sheet 3.2-1 on
packing, unpacking and storing of
guest luggage.
Read information sheet 3.2-2 on
preparing and presenting of guest
clothes.
Answer self-check 3.2-2
Watch a multimedia presentation on
preparing and presenting guest
clothes.
Observe the demonstration of the
instructor on preparing and
presenting guests clothes.
Perform Task Sheet 3.2-2 on
preparing and presenting guest
clothes.
Listen on the lecture/discussion of
your trainer on Information sheet
3.2-3.
 Kindly read and comprehend
the information sheets. Be
honest in answering self-
checks by not looking back
or looking in advance at the
information sheets and
answer keys respectively.
 Our passing rate is 80% and
above and so doing, after
comparing your answers to
the answers key and if you
did not get 80%, read the
information sheet and
answer self-check again.
Repeat doing these until you
pass the test.
 In
 be a keen observer especially when
your trainer do the demonstration. In
performing the task,

Answer self-check 3.2-3.

View a video clip on cleaning shoes.
Observe your trainer on
demonstrating the cleaning of shoes.

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Perform task sheet 3.2-3 on cleaning
shoes.
Participate in peer tutoring/group
discussion of information sheet 3.2-
4 on repairing of servicing buttons
and zippers.
Answer self-check 3.2-4.
With your trainer, go to an industry
and observe a butler repairing
buttons and zippers.
Observe your trainer demonstrating
the repair of servicing buttons and
zippers.
Perform Task Sheet 3.2-4 on
repairing service button and zippers.

INFORMATION SHEET 3.1-1

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 Basic Roles of Valet/Butler Services within
the Hospitality Industry

Learning Objectives:
After reading this information sheet, you must be able to:
 Identify the roles and responsibilities of valet/butler within the
industry
 Describe the roles of Valet/Butler services within the hospitality
industry

INTRODUCTION:

This unit applies to all establishments where specialist valet or butler

services are conducted. This identifies the tasks a valet undertakes and its
role and responsibilities within the hospitality industry.

The Job of the Valet

“Valet or varlet” is a French term which means “male servants” while
housekeeper is a term for woman.
In modern usage, a hotel valet/butler is an employee who performs
personal services for guests.
They are employed by a hotel to provide a personalized and specialized
service to guests for the duration of their stay. They add a degree of service,
class and style many people associate with indulgence and opulence. Valet
services are not common. Certainly not all establishments provide valet
service and the position may not exist in our country. Many hotels will only
supply a “valet parking” service. However, international guests may have
very high levels of expectation in relation to the service provided by valets,
especially American and Japanese guests. Many expect the same level of
service provided by other up-market hotels around the world.

The Many Roles of A Valet

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Many regard the valet as providing a combination of roles each with its own
demanding level of personalized and individualized services. The various
roles include:
 Housekeeper – performing a range of services
normally provided by room attendants in other rooms

Confidant – being a trusted person whom the guest can confide in when
they need to talk or share an idea, experience or opinion
Guide – informing 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, preferential treatment
Concierge – while all valets work together with the concierge in a venue,
many valets often take the role of concierge for the guests they are looking
after
Organizer – organizing activities including reservations, tickets to shows,
entry to events, meetings with people, daily schedules, on behalf of and
under the direction of the guest

Guest relations – ensuring the guest has a pleasant stay

in the venue, ensuring their expectations are met and dealing
with any problems that arise during the stay.

It is true that a valet may be all these and more. Exactly what a valet
is or the services they provide, depends greatly on the needs of the
individual guest. There is a special relationship between the valet and the
concierge, especially the nature of the working relationship between them
that demands instant responses to guest needs, quick supply of
information, and general professional support. The valet must be able to
respond immediately and appropriately to the needs of individual guests
who may all have widely diverse demands. It is definitely a challenging
position but, without doubt, an extremely rewarding one.

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 The role of valet would generally be undertaken by experienced staff
members or other people with sound organizational and interpersonal skills.
The Main Duties of a Valet
The main duties of a valet refer to the services they provide to their
guests. The Position Description for “valet” at your venue will provide a good
starting point regarding what they are expected to do. The nature and extent
of these services will vary between guests with some guests demanding
constant attention and others requiring little in the way of valet service.
Services can include, but are not limited to:
Professionally and confidentially communicating – with the guest and on
behalf of the guest
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
Monitoring the provision of establishment services to the guest – both
in-room and throughout the venue. This may include:
 Arranging and supervising the provision of room service for meals, snacks,
parties and drinks
 Organization and implementation of 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
Arranging restaurant bookings, car hire, tours, specified purchases of
gifts or other items
Record and process guest charges and accounts – for billing and payment

THE NON-NEGOTIABLE ELEMENTS

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The valet is always:
A front-of-house member of staff – they are not „back of house‟ staff who
work „behind the scenes‟
A guest contact staff member – as opposed to a management or
administration
A service provider – while they perform some liaison and supervision duties
their primary role is one of service provision.

Gender

Valets were traditionally male as their previous

titles indicate, with other names for valets being:
Manservant or Gentleman’s gentleman.
Today females are also employed as valets
by some venues to reflect the growth of women
requiring valets in their own right. Generally speaking, guests still expect
valets to be men but they may: Request a female valet or ask if a female
valet is available.
The work performed by a valet requires them to
possess a unique set of personal characteristics. This
identifies the personal characteristics needed by you as a
professional valet in order to meet the expectations of
guests.

List of Characteristics
Valets need to be able to perform a range of technical skills. This
includes serving food and drinks, cleaning and folding clothes, shining
shoes and making reservations. In order to deliver the services required by a
guest and fulfil the expectations of guests, a valet must possess all of the
following personal characteristics as a minimum requirement in order to
make their guests feel comfortable, valued and respected.

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  Tact and diplomacy
Tact may be seen as the ability to know when to say something and when
not to say something. While, diplomacy is the skill of applying tact to
situations so the outcome is beneficial to the valet and their guest.
 Discretion
In practice this means demonstrating the ability to judge when to ignore
something the guest may have said or done. The action of “turning a blind
eye” not mentioning the event to the guest or to anyone else.
 Etiquette
It refers to knowledge about social convention across a range of issues.
 Good manners
Good manners and etiquette go together but they are not the same thing.
Manners relates to showing respect for others; demonstrating politeness
and being refined and appropriate in all situations.
 Civility
Civility means acting in a civil manner. It means avoiding anything that
could be construed as rude, disrespectful or intended to give distress or
cause offence. It may embrace adhering to a “Code of Conduct” imposed by
the venue in regard to treatment of guests and others.
 Honesty
This is a basic requirement for all staff.
 Dedication
It means being committed to your job and the guests and showing
enthusiasm about what needs to be done.
 An unbiased and prejudice-free disposition
All valets must be free of bias and refrain from judging their guests because
they will have to deal with people from a wide range of cultures, ethnic
backgrounds, and ages.
 Punctuality
All valets must be highly aware of the need for them to arrive for work early
– to ensure all the requirements for the day have been arranged and not
leaving work until the needs of the guest have been taken care of.

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  Attention to detail
The valet must have an eye for detail and take necessary action to make
sure everything done for, or provided to, the guest is the best it can be.
 Planning and preparation
Deciding in advance what needs to be done, what needs to be present and
how things must look, flow or occur
 Observation
Physically paying attention to determine whether or not things are correct or
whether some details requires attention.
 Many expert valets develop what may be regarded as a sixth sense
Being able to intuitively predict what their guest needs will be even before
the guest realizes them.
 Taking action when a detail is identified as missing, or in some
way incorrect
Valets must always take action when there is a need to do so.
 Initiative
Perhaps the greatest personal characteristic a valet can have is the ability to
use their initiative to best serve their guest. Initiative requires you to
anticipate what the guest will may need and take action to ensure these
needs are met. When unsure about what a guest wants, needs or prefers the
recommended advice is to ask the guest what they want.

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 SELF-CHECK 3.1-1

IDENTIFICATION.
Directions: Read the question below carefully. Choose the correct letter
which represents the best answer.

__________1. It is a French term which mean male servant.

_________ 2. A role of valet which attends to rooms
_________ 3. Valets were traditionally male as they are previously entitled as
gentlemen’s gentleman or
_________ 4. One of the many roles of a valet which ensures that guest has a
pleasant stay in the venue
_________ 5. This is the greatest personal characteristic a valet should have.
_________ 6. Employee who performs services to guest in the hotel.
_________ 7. All valets must be highly aware of the need for them to arrive for
work early.
_________ 8. It is a characteristic of a valet that adhere to a “Code of
Conduct” imposed by the venue.
_________ 9. A role of a valet which refers to being trusted by the guest.
_________ 10. This refers to ignoring guests have said or done.

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 ANSWER KEY-3.1-1

IDENTIFICATION:

1. Valet

2. Housekeeper

3. Manservant

4. Guest relations

5. Initiative

6. Valet or Butler

7. Punctuality

8. Civility

9. Confidant

10. Discretion

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 INFORMATION SHEET 3.1-2
Building Rapport through Oral and
Written Communication

Learning Objectives
 Identify the role of communication in valet service provision
 Explain the importance of communication in valet service provision

INTRODUCTION:
Communicating with guests is a critical aspect of the valet’s role
because it is the basis of the trust and confidence necessary in the
relationship between valet and guest. Building rapport forms the basis of
meaningful, close and harmonious relationships between people. It is the
sense of connection to someone. This lesson presents important information
to enhance communication between valets and guests.
Rapport and Goodwill
Good communication also enhances the relationship between the valet and
their guest which must be characterized by agreement and harmony, this is
called the rapport. Goodwill is a generic term referring to intangible
elements of the relationship involving a blend of sentiments.
Goodwill and rapport comprise:
 Friendliness towards the guest
 Approval of the guest and who they are and what they do
 Willingness to help and be of service
 Adding value to transactions and dealings by virtue of the
human level of contact and the personal feelings involved
 Positive feelings towards the guest
 Interest in the guest and what they have done, are doing and are
going to do.

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Communication Standards
The following are important standards relating to communication between
valets and guests:
1. Listen – always be alert
 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

2. 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

3. 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.
Principles of Communication
To help you achieve effective communication with a guest the following rules
apply:
 Every message must have a purpose – if there is no need to say
anything, do not speak. Always think before talking, and plan what
you are going to say and how you are going to say it
 Messages should match the interests and abilities of the guest –
conversation should focus on the guest as opposed to focussing on the
valet. Conversation, for example, must focus on what the guest has
done and where they have been rather than on what the valet has
done or their experiences
 Unnecessary words should be eliminated – conversation between
the valet and the guest should be limited in nature. The aim is to be
direct without appearing short or rude. This respects the guest and
demonstrates it is the guest who is in charge of the situation. The
valet is there to serve
 Chosen words should be within the experience range of the guest
– if you are going to use local language, terms or phrases when talking
to the guest then it is imperative these are explained first.
 Verbal messages should be clear and concise – using the correct
words and with correct pronunciation, along with appropriate
inflection, tone, language, speed and volume of voice.

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Speaking calmly is recommended. Speaking at a slightly slower speed than
normal is also regarded as useful and helps to create a more considered and
gracious ambience.
Importance of Good Communication
Good communication between valets and guests is important to:
Meet guest expectations – regarding service delivery
Identify guest needs, wants and preferences – so they can best be
addressed
Assist the guest – in whatever ways they may want
Create the desired atmosphere – of service, dignity and exclusivity
Facilitate all relationships between the guest and the venue – and
enhance rapport, trust and goodwill.
Building trust and confidence with guests
You can optimize the development of trust and confidence between you and
the guest by:
Being aware of the needs of the guest before they arrive – this means
reading reservation or “Special Request” details commonly provided by or for
VIP guests prior to their arrival
Having extremely high levels of product knowledge about:
 All the products, services and facilities of the venue
 All venue policies and procedures
 The local area – amenities, infrastructure, shopping, dining, industry,
authorities, travel and transport, features and tourist attractions
Making sure beyond all doubt everything told, explained or discussed with
the guest is true, up-to-date and accurate. This builds credibility which is
the basis of trust and confidence
Being proactive – a valet must demonstrate initiative to prove they are
thinking and acting on the guest’s behalf and to their advantage and benefit
You must always “walk the talk” not interfering – the role of the valet is
to serve and not to direct. Valets must cultivate the capacity to allow their
guests to be who they want to be and do what they want to do.
Remember:
The valet seeks to be a background presence rather than an obvious
presence – they must not intrude yet be available when required.
A valet is not required to supply casual banter, witty remarks or offhand
comments on events they may see, or on comments they may hear. The
principle of seeing everything and saying nothing definitely applies.

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Valets must never communicate hotel secrets to their guests, nor
communicate guest secrets to others. All information received from the guest
must be treated as confidential and not discussed with others.
Similarly all observations in relation to the guests must be kept confidential.
This includes how they behave, how they treat others, their level of
intoxication or how neat or untidy they are in their room.
Guests who use valets often bring public relations people and other staff
(security, personal assistants, and cooks) with them for the duration of their
stay meaning valets:
 Sometimes need to speak to the guest's personal staff to access
information about the guest, determine their preferences or identify their
requirements
 Must keep information provide by these people confidential –this
information must be treated as coming directly from the guest
 Must keep confidential any conversations or observations regarding the
support staff – in the same way conversations and observations of the guest
will be kept confidential. This also means the valet's duties are likely to
intersect with those of these staff so there is a need to interact cooperatively
with those individuals. This can be difficult at times when the needs of the
guest and their staff run contrary to standard house protocols but every
effort must be made to accommodate these requirements
A second language is always seen as a bonus for anyone seeking to be a
valet being bi-lingual or multi-lingual is definitely an advantage and having
high-level English language skills are also regarded as necessary in most
venues and most countries.

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 SELF-CHECK 3.1-2

I. MATCHING TYPE. Match column A to column B.

A B
1. It is a generic term referring to intangible a. Communication
elements of the relationship involving a b. Being Proactive
blend of sentiments. c. English
2. It forms the basis of meaningful, close d. Goodwill
and harmonious relationships between people. e. Clear and concise
3.It is the basis of building trust and confidence f. Building rapport
between the valet and guest.
4.It is a language skill regarded as necessary in
most venues and most countries.
5. A valet must demonstrate initiative to prove they
are thinking and acting on the guest’s behalf.

II. ESSAY.

1. Why is it necessary to build rapport to guest?

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 ANSWER KEY-3.1-2

I. MATCHING TYPE.

1. D. Goodwill

2. F. Building rapport

3. A. Communication

4. C. English

5. B. Being proactive

II. ESSAY.

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 INFORMATION SHEET NO. 3.1-3
Good Grooming

Learning Objectives:
After reading this information sheet, you must be able to:
 Describe grooming and personal presentation standards of a
valet/butler
 Comprehend the importance of good grooming and personal
presentation of a valet

INTRODUCTION:

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 information sheet presents relevant
requirements for valets. The need for high standards of grooming and
personal presentation.
Valets need to be professionally groomed and are required to comply
with the venue requirements in relation to personal presentation and
uniform. A valet's presentation will have a lasting impression on the guest
and it is important this impression be of the highest standard at all times.
Note the use of the words “at all times”. Valet must look as presentable five
minutes before they finish, as they did when they started. 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 valet should carry themselves and discharge
their duties with dignity.
Remember a uniform, as well as personal grooming and deportment,
completes the physical side of a valet’s professional and personal
presentation. The uniform deserves, merits and demands appropriate
attention. Make sure you know and abide by any venue-specific
requirements relating to personal presentation, grooming and uniform.

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Good Grooming comprises of:
Wearing of uniform
The correct wearing of the venue uniform is a key to personal
presentation. While venues 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. Wear the full
uniform

Every venue will identify the full uniform for a valet, and all valets
must wear the full uniform as determined by their employer. The
requirements of the employer may refer to:
Type and style of shoes to be worn -such as
black, polished leather shoes

Whether or not a name tag is worn – most valets do not wear a name tag
as this is seen as detracting from or demeaning the position of valet

The uniform itself – for example, many valets are

required to wear a designated style (lounge or
dinner suit; two or three piece) and colour
(black or grey) of suit

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 Epaulettes – where a jacket is worn by a valet they
commonly wear a different color or style of epaulette to
distinguish them from other service staff

Tie – stipulating color and type of knot to be used

To Ensure Proper Personal Presentation

Always check your appearance in a full-length mirror

– before starting work or resuming work as a valet.

Take whatever action is necessary to remedy any identified faults or

short-comings

Maintain good posture – valets should walk and function

with head up and shoulders back indicating pride in their
role and presenting a suitable “air” expected by guests.

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 SELF-CHECK 3.1-3

I. TRUE OR FALSE.
Directions: Read the statements below carefully. Write TRUE if the
statement is true and write FALSE if is false. Write your answer on the
space provided before the number.

__________1. A valet should carry himself with dignity.

_________ 2. A valet should look presentable as always.
_________ 3. It is okay for a valet to wear shabby uniform.
_________ 4. A uniform must fit and comfortable to wear.
_________ 5. Always check yourself on the mirror.
_________ 6. The uniform must be free from wrinkle.
_________ 7. Valets should walk and function with head up and shoulders
back indicating pride.
_________ 8. A valet must wear a name tag.
_________ 9. The valet is allowed to wear slippers in the hours of duty.
_________ 10. A valet is encouraged to walk slouchy.

II. ESSAY.

1. Why is it important to look good when you are working as a valet or

butler?

Date Developed: Document No.

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 ANSWER KEY-3.1-4

TRUE OR FALSE:

1. TRUE
2. TRUE
3. FALSE
4. TRUE
5. TRUE
6. TRUE
7. TRUE
8. TRUE
9. FALSE
10. FALSE

Date Developed: Document No.

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 INFORMATION SHEET 3.1-4
Personal Hygiene

Learning Objectives
After reading this information sheet, you must be able to:
 Define personal hygiene
 Recognize the personal hygiene activities in valet services standards

INTRODUCTION:
Hygiene means conditions or practices conducive to maintaining
health and preventing diseases especially through cleanliness. In delivering
valet/butler services, it is a must that one upholds and practice the
activities of personal hygiene in order to impress the guests. This lesson
contains knowledge and information on how to take care of self and
embodies practices in personal hygiene.

Personal Hygiene Activities

Standard personal hygiene activities to be considered or applied may

include:

 Regular washing – a minimum is once per day but

many valets will bathe twice daily

Use of a suitable deodorant – to help prevent

perspiration

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 Use of lightly-scented aftershave or perfume – strong
perfume which is predominant or over-powering must
be avoided

Make-up must be kept neutral for women

-no excessive eye shadow, no dramatic colours for
lips or eyes

 Good personal hygiene habits and practices – cuts and sores

must be kept covered with a clean dressing, use of
handkerchief, no coughing or sneezing near guest or food

Men must be clean shaven – or have whiskers neatly

trimmed. Many valets need to shave twice per day to
maintain a suitable appearance

 Hair neat and tidy – brushed, combed and tied back.

Date Developed: Document No.

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Revision # 01
 Regular haircuts should be had to help maintain style and
a suitable appearance

Hands and nails must be clean and well cared for at all
times – women should wear only neutral polish avoiding
colours and nail decorations. Men and women must have
properly manicured nails

 Regular attention to teeth – meaning regular brushing of teeth

and dental checks to help avoid bad breath. Many valets are
non-smokers as they believe “smokers breath” can never
be effectively addressed by brushing or taking mints

Sufficient rest – it is imperative for a valet to be alert and

awake

 Exercise – this helps avoid stress, increases the chance

of proper rest and contributes to a feeling of general
wellbeing which is reflects in all the actions undertaken.

Regular hand washing – to avoid

germs and bacteria from everything you
touch, make it a habit to wash hands
properly.

Date Developed: Document No.

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Methodology Level Date Revised: Page 28 of
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Revision # 01
 SELF-CHECK 3.1-4

IDENTIFICATION.
Instructions: Write T if the statement is true about personal hygiene
activities, F if false. Write your answer on the space provided before the
number.
____1. A valet should wear heavy make-up.
____ 2. It is vital for a butler to be alert.
____ 3. It is fine to not take a bath.
____ 4. Use overpowering perfume than lightly-scented one.
____ 5. Men should let their hair grow long.
____ 6. Many valets are smokers.
____ 7. To be able to have sufficient rest, sleep for at least 8 hours a day.
____ 8. Men and women must have properly manicured nails.
____ 9. Personal hygiene activities are done to maintain health and prevent
diseases.
____ 10. Cover your mouth with a handkerchief when coughing or sneezing.

Date Developed: Document No.

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Revision # 01
 ANSWER KEY-3.1-4

TRUE OR FALSE:

1. F

2. T

3. F

4. F

5. F

6. F

7. T

8. T

9. T

10. T

Date Developed: Document No.

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Revision # 01
 INFORMATION SHEET 3.2-1
Unpacking, Packing and Storing Of Guest Luggage

Learning Objectives:
After reading this information sheet, you should be able to:
 Recognize the procedures on how to unpack, pack and store guest
luggage
 Distinguish the necessary steps in unpacking, packing and storing
guest luggage

INTRODUCTION:
The packing and unpacking service gives the guest back the greatest of
all luxuries—time. It is an art with very specific guidelines as to how certain
items should be handled and cared for, and how and where they should be
placed in the room. This lesson presents information necessary for packing
and unpacking guest luggage.

Handling Guest Luggage

Procedures when unpacking guest luggage:

1. Butler check the expected arrival guest.

2. Ask or offer to unpack guest clothes in the
luggage.
3. If guest approve, obtain keys to open cases.
4. Butler should provide enthusiastic attitude to
complete service.
5. Don’t rush unpacking.
6. Do it properly as trained and meet the hotel standards.
7. Place luggage on appropriate surface to open
and unpack.
8. Remove all items from luggage
9. Check and clean luggage as you unpack.

Date Developed: Document No.

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 10. Take personal care and be discreet about guest’s personal
items.

Comply with specific requests when unpacking which can include:

1. Cleaning of items
2. Ironing of clothes
3. Need to clean shoes
4. Use of suit and clothing bags

Procedures when packing guest luggage:

1. Upon guest check-out schedule, contact guest 2 hours
before departure and ask if they require packing service.
2. If guest request packing is approve, the butler will go to
the room and follow training in packing luggage in
professional manner.
3. Follow the guest request or preferences.

Dealing when storing luggage:

1. Follow guest preferences and requirements
2. Store in luggage room
3. Store in guest room or suite
4. Leave some in guest room and store some in luggage room
5. Luggage should be closed and locked when stored.

Date Developed: Document No.

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 SELF-CHECK 3.2-1

ESSAY. Answer the questions clearly and concisely.

1. Why is it necessary to follow guest request or preferences in packing

or unpacking luggage?

2. It is stated that the butler doing the service should be discreet and not
tell anything about the items of the guest, why is it so?

Date Developed: Document No.

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 ANSWER KEY-3.2-1

I. ESSAY.

Date Developed: Document No.

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Methodology Level Date Revised: Page 34 of
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 TASK SHEET 3.2.1
Title: Unpacking, Packing and Storing of Guest Luggage

Performance Objective: Given the materials needed, you should be able

to unpack, pack and store guest luggage within 4
hours following the hotel standards.

Supplies/Materials : Luggage, clothes

Equipment :

Steps/Procedure:
When unpacking:
1. If guest approve, obtain keys to open cases.
2. Don’t rush unpacking.
3. Do it properly as trained and meet the hotel standards.
4. Place luggage on appropriate surface to open and unpack.
5. Remove all items from luggage
6. Check and clean luggage as you unpack.

When packing:
1. Upon guest check-out schedule, contact guest 2 hours before
departure and ask if they require packing service.
2. If guest request packing is approve, the butler will go to the
room and follow training in packing luggage in professional
manner.
3. Follow the guest request or preferences.

Assessment Method:
Demonstration with oral questioning

Date Developed: Document No.

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Methodology Level Date Revised: Page 35 of
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Revision # 01
 Performance Criteria Checklist 3.2-1

CRITERIA
YES NO
Did you….
1.

2.

3.

1. Unpack, store and pack luggage neatly in

accordance with guest instructions
2.
3.

Date Developed: Document No.

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Revision # 01
 INFORMATION SHEET 3.2-2
Preparing and Presenting Of Guest Clothes

Learning Objective:
After reading the information sheet, you must be able to:
 Classify the procedures in preparing and presenting guest clothes

INTRODUCTION:

A valet deals with preparing and presenting guest clothes.

When preparing guest clothing:
 Follow guest advice or direction
 Always listen to guest advice and follow his/her
direction.
 Check all items are presentable
 Lay the items out
 Compliment the guest on their choice and appearance.

Remember that all the preparation and presentation of guest clothes

will be provided if and only if the guest allow and permit. The other
services a valet offers for guest clothes:

 Preparing clothes

If permitted by the guest, the valet will prepare clothes coming from
his/her luggage.

Date Developed: Document No.

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  Pressing clothes

Pressing means picking the iron up and down

before placing it on the fabric in order to take-out
the wrinkle of the cloth.

 Cleaning clothes

Cleaning of clothes includes laundry. Valet will

 Repairing clothes

Place clothing in-room in an appropriate manner:

1. Using common sense

2. Applying house protocols

Follow the standards of the hotel in preparing and presenting guest
clothes.

3. Following guests request

Date Developed: Document No.

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 SELF-CHECK 3.2-2

ENUMERATION.

1. Enumerate the procedures of preparing and presenting guest clothes.

2.

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ANSWER KEY-3.2-2

Date Developed: Document No.

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Revision # 01
 TASK SHEET 3.2.2

Title: Preparing and Presenting of Guest Clothes

Performance Objective: Given the materials needed, you should be able

to prepare and present of guest clothes within the
following the hotel standards.

Supplies/Materials : iron, iron board

Equipment :

Steps/Procedure:
 Follow guest advice or direction
 Always listen to guest advice and follow his/her direction.
 Check all items are presentable
 Lay the items out
 Compliment the guest on their choice and appearance

Assessment Method:
Demonstration with oral questioning

Date Developed: Document No.

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Methodology Level Date Revised: Page 41 of
I February 2012
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Revision # 01
 Performance Criteria Checklist 3.2-2

CRITERIA
YES NO
Did you….

1. Prepare and present guest clothes

appropriately, ready for guest use

2. Follow guest request or advice

3. Follow correct procedures in preparing and

presenting guest clothes

4. Know how to compliment the guest clothes

appearance

5. Perform proper pressing of clothes.

Date Developed: Document No.

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Methodology Level Date Revised: Page 42 of
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Revision # 01
 INFORMATION SHEET 3.2-3
Cleaning Shoes

Learning Objectives:

After reading information sheet, you must be able to:

 Identify the procedures in cleaning shoes properly
 Distinguish the tools in cleaning shoes

INTRODUCTION:
One of the services to do in caring a guest properly is cleaning shoes.

Procedures in cleaning shoes:

Step 1: Set up the cleaning area. Use the tarp or newspaper to protect your
floor during the cleaning process.
Step 2: Remove shoe laces.
Step 3: Brush off dirt and debris.
Step 4: Apply soap.
Step 5: Wipe off soap.
Step 6: Condition the leather.
Aside from making leather shoes brighter, polish products also help to
make them softer gradually. If shoe polish is not available, use petroleum.
Step 7: Air dry.

Date Developed: Document No.

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Revision # 01
Tools to be used on cleaning shoes:

1. Leather shoes

2. Brush

3. Lunken

Date Developed: Document No.

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 SELF-CHECK 3.2-3

Directions: Read the question below carefully. Choose the correct letter
which represents the best answer.

1. A tool use to blah blah blah

a. Vacuum cleaner

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 ANSWER KEY-3.2-3

Date Developed: Document No.

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Revision # 01
 TASK SHEET 3.2-3

Title: Cleaning Shoes

Performance Objective: Given the materials needed, you should be able to

clean shoes following hotel standard.

Supplies/Materials : Leather shoes, newspaper/tarp, shoe polish,

brush, cloth, soap, water

Equipment :

Steps/Procedure:
1. Set up the cleaning area. Use the tarp or newspaper to protect your
floor during the cleaning process.
2. Remove shoe laces.
3. Brush off dirt and debris.
4. Apply soap.
5. Wipe off soap.
6. Condition the leather.
7. Air dry.

Assessment Method:
Demonstration with oral questioning

Date Developed: Document No.

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Methodology Level Date Revised: Page 47 of
I February 2012
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Developed by:
Redilyn C. Agub
Revision # 01
 Performance Criteria Checklist 3.2-3

CRITERIA
YES NO
Did you….

1. Set up clean area.

2. Remove dirt and debris.

3. Condition the leather shoes.

4. Clean the shoes correctly following the

procedures.

Date Developed: Document No.

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Methodology Level Date Revised: Page 48 of
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Revision # 01
 INFORMATION SHEET 3.2-4
Repair of Servicing Buttons and Zippers

Learning Objectives:

INTRODUCTION:
Repairing and servicing and button and zippers

When a zipper get stuck

1. Try lubricating the zipper teeth, take a graphic pencil and rub the tip.
2. If a pencil doesn’t work try swabbing the area eith q-tip coated with other lubricants like
petroleum jelly bar soapor olive oil the jiggle the zipper.
3. Work the lubricant into the teeth if a isn’t closing propery or
4. Check if the teeth of the zipper, re-align by using pliers.
5.

Date Developed: Document No.

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Revision # 01
 SELF-CHECK 3.2-4

Date Developed: Document No.

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Revision # 01
ANSWER KEY-3.2-4

Date Developed: Document No.

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Methodology Level Date Revised: Page 51 of
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Revision # 01
 TASK SHEET 3.2.4

Title: Repairing Servicing Button and Zippers

Performance Objective: Given the materials needed, you should be able to

repair zippers within the following the hotel
standard.

Supplies/Materials :

Equipment :

Steps/Procedure:
1.
2.
3.
4.

Assessment Method:
Demonstration with oral questioning

Date Developed: Document No.

Trainers May 2018 Issued by:
Methodology Level Date Revised: Page 52 of
I February 2012
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Revision # 01
 Performance Criteria Checklist 3.2-4

CRITERIA
YES NO
Did you….

1.

2.

3.

4.

5.

Date Developed: Document No.

Trainers May 2018 Issued by:
Methodology Level Date Revised: Page 53 of
I February 2012
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Developed by:
Redilyn C. Agub
Revision # 01
 Document No. NTTA-TM1-
Date Developed:
Trainers Methodology May 2018 01
Level I Date Revised: Issued
May 2018 by:
PROVIDE Page 54 of 75
Developed by:
VALET/BUTLER Glazy Angel O. NTTA
SERVICES Digamon Revision
# 01