Basic Roles in Valet Service in the Philippine Hospitality

Industry

Learning Objectives: After reading this INFORMATION SHEET, YOU MUST be

able to;
1. Identify the basic roles in valet service in the Philippine hospitality industry.

Introduction:
“Butler” is a servant in a wealthy, large household and “Servant” is an
older English term for "Domestic Worker". A “Domestic Worker” is someone
who works within the employer's household and perform a variety of household
services for an individual or a family, from providing care for children and elderly
dependents to cleaning and household maintenance, known as
“housekeeping”. Responsibilities may also include cooking, doing laundry and
ironing, food shopping and other household errands. Some domestic workers live
within the household where they work.
Valet or Varlet is a “French Term” which means ““male servants””. In
Valet, the “T” is being silent.
As the Valet termed for “male servants” and its meaning is the
“Housekeeper” is for “Woman” who is in charge for caring for the entire house
and its appearance.
In modern usage, the Hotel Valet/Butler is an employee who performs
personal services for guests making sure that everything is properly and
efficiently attended.
Butler is also known as “Personal Assistant of Guest” or (P.A.)
Butler is usually in a Five Star Hotel or in a Big Hotel as part of their high
and quality service.
 Butler most likely to wear business attire or suit designed by
establishment as their uniform.
Butler Service is a personalized service given to guest who request for
special service to attend his needs.
Valet is also used for people performing specific services:
• Parking Valet - a service employee who parks cars for guests.
• Car Valet - an employee who is paid to clean people's cars professionally.
• Valet - a professional wrestling term for a person who accompanies a
wrestler to the ring - originally a beefy man but now usually a busty
woman.

HISTORY
Throughout history, the word “Butler” has been associated with service.
The definition of “Service” in the dictionary reads:
- Occupation or function of serving the State, an institution or an
individual;
- Organization and personnel supplying some public demand;
- Contribution to the welfare of others.

Considering this definition, it may be said that the Butler is someone who
provides services. The fact that butlers used to serve their guests the butler’s
whole life- put them in an unparalleled position: they got to know their guest like
no one else did, which allowed them to anticipate their needs, ensuring that
those needs were satisfied just as they had been requested, guaranteeing the
quality of the service provided and, therefore, the guest’s full satisfaction.
As the Hotel industry evolved, hotels not only adopted infrastrtuctures
never before imagined but also developed and perfected the services available to
their guests in order to make them feel more comfortable and foster
differentiation within the industry.
One of such newly developed services is the Hotel Butler. Which is the
difference then between this type of butler and the traditional butler.
As any business, Hotels are concerned with profitability. This is achieved
through high occupancy levels, which is a result of guest- loyalty. Guests loyalty
is not simply a matter of meeting the customers’ expectations, but of course
exceeding them.
How can we possibly meet guests’ expectations if we don’t know what they
are? How can we exceed guests’ expectations regarding a particular service if we
don’t know what they expect from it?
Here is where the active role of the butler is vital. When the guest arrives,
the butler must establish the guest’s profile, be it through the information
provided before the guest’s arrival or through personal contact with the guest or
a guest’s acquaintance. The Hotel Butler must have a series of strategies that
serve as tools to get to know the guest’s needs and as means to generate service
needs.
Daily personalized assistance, detailed observation, the capacity to analyze
the guest’s behavior are, among other, the tools that the butler resorts to on a
daily basis to determine what the possible needs of the guest are, to generate
such needs, and to transform them into services provided with the requested
level of quality, showing the butler’s capacity to satisfy the guest’s needs and
exceeding the guests’ expectations in connection with them.
The modern Hotel Butler does not wait for the guest to make a request,
but generates the guest’s requests through suggestions, comments and a high
capacity for implementation. The Hotel butler is in charge of preparing a profile
so that in-depth knowledge of the guest can be achieved.

The Hotel Butler is the HOTEL’s best tool for providing personalized
service, offering a unique experience and an unforgettable stay that will make
the guest want to return.

The Hotel Butler makes all the difference:

Even though some hotels have not set up a Butler Department, they
however offer certain services that are typical of such position, performed by a
different kind of employee under a different name, e.g.: valet, runner, assistant,
bellboy, and so on.
The Basic Services Offered by a Hotel Butler are:
• Laundry and ironing.
• Shoe shine.
• Packing and unpacking of guest luggage.
• In-room breakfast and beverages.
• And other personalized services

What are the different services offered by a Hotel Butler and those
provided by any of the other positions mentioned above?
When the Butler is taking the tray to the room, the Hotel Butler must not
only offering breakfast or tea; he must also have an amount of information
gathered beforehand that makes it possible for him to know the guest in greater
depth, thus being able to anticipate the guest’s needs.
When the Butler enters the room to collect the laundry, he also carries
away with him an interpretation of the guest’s immediate environment that
contributes additional information to the guest’s profile, enabling possible
strategies concerning services that guarantee the guest’s well-being and
satisfaction.
The Butler must have received training on service quality, service strategy
creation, preparation of a guest’s profile, stay satisfaction follow-up,
management of complaints, and so on, that allows him to offer a highly
personalized service.
 BUILDING GUEST RAPPORT THROUGH ORAL AND WRITTEN
COMMUNICATION

Learning Objectives: After reading the INFORMATION SHEET, YOU MUST be

able to;
1. Establish rapport and goodwill with guests through oral/written
communication.

Building Guest Rapport

“Rapport” is 'a feeling of sympathetic understanding', where two people feel a
bond between one another, such that they will more easily trust one another.
Building rapport is important in industries that involve social interaction.
Using certain techniques can help you build rapport quickly and effectively. This
skill doesn't only give you a friendly and confident vibe but it also gives you the
means to connect to people and negotiate your way to achieve your goal. As a
matter of fact, building rapport is the foundation of social persuasion.
Think about it. People who put their trust on you will agree with everything
you say without any hesitation. Those who you have good connections with can
easily fall under your charms. There are a lot of scenarios out there where these
rapport building techniques are useful. If you like to begin learning these
techniques then you should keep on reading.
The first technique is finding something in common. There is a saying that
birds with the same feather tend to flock together. This statement is true for most
social scenarios. People who want the same type of art can feel more comfortable
with each other compared to others who prefer different type of art.
If you get yourself in a scenario where you have to build rapport right away,
try to look for something in common with the person you are talking to and take
it from there. However, you should remember that lying will not get you
anywhere. Once you get yourself caught, that person will not trust you anymore.
Be comfortable with telling the truth about yourself.
The next technique is to give compliments. People like to hear something
good about their character. So whenever you can, find something good about the
person you are talking to. It does not have to be outrageous. It can be something
as casual as "Hey! Nice dress".

Building Guest Rapport through Oral Communication

Research shows that good communication can improve relationships,

increase trust, intimacy, and support. The opposite can also be true; poor
communication can weaken relationships and create mistrust. Relationships fail
every day because of a lack of communication skills. We either don't know how
to communicate or we simply aren't interested in learning. All relationships, at
one time or another, experience stress. When this happens it is vital that we have
the tools and skills necessary to deal with these issues in a positive and
productive way. Many people don't realize that they are being unreceptive in their
communication skills and eventually their negative communication leads to
increased stress.

Talk to your guests

You need to talk to your guests throught their stay. Face-to-face feedback
will always be the most effective and ideally we need to get feedback before it’s
too late to do something about it. If what you have provided fails to meet
expectations you’d rather know about it before the guest leaves so you can
resolve it, rather than waiting for them to put their comments on TripAdvisor.
Be observant and look out for signs that things aren’t right or that
someone wants to get your attention.
Being visible in your hotel or restaurant, and making contact with your
guests builds rapport and trust. Once you’ve gained this you’re in a far better
position to gain valuable feedback first hand. The same goes for your staff too,
so encourage them to talk to your guests. Give them the appropriate training to
ask for feedback in the knowledge that they are confidence to deal with feedback
– good or bad – in a positive way.
Bear in mind your guests will tell you things that they wouldn’t feedback
to your staff, and vice versa. So ask your staff what feedback they have received,
and listen to their ideas on how to make improvements and how to capitalise on
positive feedback and your strengths.

What is Rapport and how does it Related to Writing?

Rapport is a relationship that you build with someone and it is based on
mutual trust. Building a rapport is when people engage in activities or writing
that fosters that trust. Authors are successful when they are able to build a
rapport with a reader. If you don't trust what the author is telling you, why would
you even be reading their material? Some authors are better at building a rapport
with readers than others.
Here are Some Ways on How to Build Rapport

As we look for ways to improve our rapport with guests, customers, clients
and prospects let's cast our gaze to improv. It might surprise to learn that even
in something as spontaneous as Improvisation there are rules to play.
1. Active Care: Don’t wait to be asked

Show that you care about other people. Not just by being nice and friendly
but by going out of your way to help them.

Show interest not only in the subject but also in the person. Indicate that
you care about them.

2. Co-location: Just be nearby

Arrange to be near the other person. Start just by saying “hello” in passing
and gradually build the relationship from there.
When you regularly see most people, you learn that they are not a threat
and that getting to know them is easy. And when you get to know people, you
often find that they are quite nice, as most people actually are.

3. Encouraging: Getting them to speak

An important way you encourage others is in the signals you send, both
via the words you use and also the non-verbal signals.
Sometimes all you want to do is to encourage people to talk about what
ever is on their mind. This is useful in general social situation or when you want
to give them time and space to get out something that is bothering them but they
currently do not want to talk about.
You do not need to say anything to encourage people to keep talking. Here
are a few things you can do to keep them talking, as well as using other body
language such as:

• Silence: Nature abhors a vacuum and so do people. Stay quiet and they
will fill the gap.
• Raised eyebrows: Raise one or both (if you can't do one) eyebrows
expectantly.
 • Tilted head: Tilt your head sideways, perhaps in combination with the
eyebrow-raise.
• Nod: Nodding shows agreement and interest.
• Noises: Make encouraging noises, such as 'uh-huh', 'mm', etc.

4. Holding Gaze: Eye to eye attraction

Encourage them to talk, then pay close attention, gazing directly at them.
Look at their face and into their eyes as if you cannot drag your eyes away.
Match their emotions in this. If they are describing achievement, look
pleased. If they are describing a hurt, look sympathetic.
Be careful with this. Do not stare -- use a soft and flattering gaze that says
'you are wonderful'. If they start to look at all uncomfortable, pull your eyes
reluctantly away with an apologetic brief smile. Glance back frequently as if you
are dying to gaze at them again.
An important note: Your eyes and the muscles around them signal much
your emotions. So when you are looking interested or sympathetic, you must
actually be interested or sympathetic.
 Procedures in Performing Valet Services

Learning Objectives: After reading the INFORMATION SHEET, YOU MUST

be able to;
1. Follow procedure in performing Valet services.

A. Picking- up laundry

Procedure:
1. Room attendant, room boy or valet runner (whoever is in charge) shall
pick up the guest laundry together with the laundry list from the
guestrooms.

a. Guest shall fill up the laundry list (see the next page) and may
request for pick-up either through the Housekeeping or
laundry office guest phone or through the Front desk or to any
room supervisor or room attendant.
 ISAT HOTEL
LAUNDRY VOUCHER
Voucher No. 1
(Partial list of items only)
Name Guest: Room No. Date/Time:
Mr. Juan Dela Cruz 203 September 30, 2006. 8:30 AM
Guest Hotel Articles Price Total Damages if any
Count Count Amount
FOR PRESSING (partial list)
2 Suit 35.00
2 Trousers 40.00
1 Jacket 35.00
2 Barong Tagalog 50.00
3 Shirt Long Sleeves 50.00
2 Sport Shirt 45.00
1 Vest 25.00
1 Necktie 5.00
1 Silk shirt 30.00
Others
FOR WASHING OR DRY CLEANING
2 Suit 35.00
2 Trousers 35.00
1 Jacket 25.00
2 Barong Tagalog 20.00
2 Sport shirt 20.00
1 Vest 10.00
1 Necktie 5.00
1 Silk shirt 20.00
Others
Remarks or instructions Total P
from guest
Extra charge ____________
Sub Total ___________
Suit (Dry Cleaning)
Sales tax _________
Trousers (Dry Cleaning
Service charge 10 % __________
Barong Tagalog (Hand
Total Charge P ___________
wash)
The rest are for machine
wash.

Legend: Yellow colored- Filled up by Guest

This laundry list shall be filled up by the guest when he wants his garments to be
laundered. In the list, guest counts are indicated. This should always be reconciled to
prevent misunderstanding.
 2. Validate actual counts of items against the one listed in the laundry
list. Write your count in the list (blue color). Write the total amount (red
color)

ISAT HOTEL
LAUNDRY VOUCHER
Voucher No. 1
(Partial list of items only)
Name Guest: Room No. Date/Time:
Mr. Juan dela Cruz 203 September 30, 2006. 8:30 AM
Guest Hotel Articles Price Total Amount Damages if any
Count Count
FOR PRESSING (partial list)
2 2 Suit 35.00 70.00
2 2 Trousers 40.00 80.00
1 1 Jacket 35.00 35.00
2 2 Barong Tagalog 50.00 100.00
3 3 Shirt Long Sleeves 50.00 150.00
2 2 Sport Shirt 45.00 90.00
1 1 Vest 25.00 25.00
1 1 Necktie 5.00 5.00
- - Silk shirt 30.00
FOR WASHING OR DRY CLEANING
2 2 Suit 35.00 70.00
2 2 Trousers 35.00 70.00
1 1 Jacket 25.00 25.00
2 2 Barong Tagalog 20.00 40.00
2 2 Sport shirt 20.00 20.00
1 1 Vest 10.00 10.00
1 1 Necktie 5.00 5.00
- - Silk shirt 20.00
Remarks or Total P 795.00
instructions from guest
Extra charge _________
Suit (Dry Cleaning)
Sub Total ________
Trousers (Dry Cleaning
Sales tax _________
Barong Tagalog (Hand
wash) Service charge 10 % ___79.50___

The rest are for Total Charge P ___874.50___

machine wash.
* In the list, the hotel count and the guest count are indicated. This should
always be reconciled to prevent misunderstanding. It already contains the
prices for the laundry service.
3. Check for possible damages like missing buttons, discoloration, etc.
Indicate the damage in the laundry list (Yellow color).
 LAUNDRY VOUCHER
Voucher No. 1
(Partial list of items only)
Name Guest: Room No. Date/Time:
Mr. Juan dela Cruz 203 September 30, 2006. 8:30 AM
Guest Hotel Articles Price Total Amount Damages if any
Count Count
FOR PRESSING (partial list)
2 2 Suit 35.00 70.00 -
2 2 Trousers 40.00 80.00 -
1 1 Jacket 35.00 35.00 -
2 2 Barong Tagalog 50.00 100.00 double creases in sleeves
3 3 Shirt Long Sleeves 50.00 150.00 -
2 2 Sport Shirt 45.00 90.00 -
1 1 Vest 25.00 25.00 -
1 1 Necktie 5.00 5.00 -
- - Silk shirt 30.00 -
FOR WASHING OR DRY CLEANING
2 2 Suit 35.00 70.00 -
2 2 Trousers 35.00 70.00 -
1 1 Jacket 25.00 25.00 -
2 2 Barong Tagalog 20.00 40.00 -
2 2 Sport shirt 20.00 20.00 -
1 1 Vest 10.00 10.00 -
1 1 Necktie 5.00 5.00 -
- - Silk shirt 20.00 -
Remarks or Total P _795.00
instructions from guest
Extra charge _________
Sub Total _______
Sales tax _______
Service charge 10 % __79.50___
Total Charge P __874.50___
 4. Inform the guest (if he is around) of the noted damage. If stains or
damage are found in the item, the valet runner or room attendant
who picks up the laundry will fill up the guest notification form (see
damage advice) to notify the guest of noted damage or any
discrepancy. This notification is brought to the guest by the room
boy or bellboy. The guest shall acknowledge receipt of said
notification by signing his name. . If the guest is not around, he
checks it in the presence of a floor guard or room boy/supervisor
who will be serving as witness for damages.

ISAT HOTEL
LAUNDRY DEPARTMEMT
DAMAGE ADVICE
NAME OF GUEST: Mr. Juan dela Cruz
ROOM NO. 203 DATE: September 30, 2010 TIME: 8:30 AM
We are constrained to return to you the attached laundry items inasmuch as we have
noticed the following on the garment when it was sent to us for laundry.
{ } Discolored areas spots { } double creases
{ } stains { } deformity
{ } with shrinkage { } worn-out
{ } has shiny patches { } with cut/tears
{ } not fit for the processing you requested (i.e. not for machine wash but for dry
cleaning to avoid damage.)
As these are in excess of what is normal, we cannot guarantee that the garment will
be laundered/dry cleaned, Pressed to your satisfaction. Please let us know what you
would like us to do.
{ } The other items are being processed to avoid further delay and will be
delivered to you shortly.
Your comments:
________________________________________________________________________________
Thank You,
LAUNDRY DEPARTMENT
______________________________
Guest Signature
5. Pick up items are place in plastic laundry bag (must be segregated to
avoid contamination) then place directly at the linen chute, then records
in the logbook all soiled linen were gathered from the chute, indicating
the number of pieces for each item and damages if any.

6. The soiled items are turned over to the linen in charge. The latter shall
acknowledge receipt of the item by signing in the endorsement form in
the logbook.
 Sorting, Endorsing and Delivering of Laundry

Learning Objectives: After reading the INFORMATION SHEET, YOU

MUST be able to;
1. Follow the proper procedure in Sorting, endorsing and delivering of
laundry.
Steps Procedures Purpose
1. Check all Check on the following: Before laundry items
received items are delivered to the
a. If special instructions are
against the tag and guest, it is important to
followed.
sorts them. double check them so as
b. If item is properly to be able to remedy any
processed – missing deficiency beforehand.
buttons replaced, stains With that complaints
removed, etc. can be avoided.
c. Check the description of
the item on the list before
Supervisor is expected
removing the tag.
to take action on the
d. Report immediately to discrepancy and call the
supervisor any noted attention of erring
damage and discrepancy laundry staff.
in count.

2. Fold or hang the Items should be placed inside a Put () mark on the item
items (whichever is plastic bag. in the laundry after it
appropriate) has been checked.
Check the bag whether:
1. it is complete with all
laundry items
2. Whether the right items
are placed therein.

3. Endorse items to For items with special

valet runner for instructions, endorse them to
delivery. supervisor.