Butler Service Module 1213

COMPETENCY BASED LEARNING MATERIAL
Sector:
TOURISM
Qualification:
HOUSEKEEPING NC II
Unit of Competency:
PROVIDE VALET/BUTLER SERVICE
Module Title:
PROVIDING VALET/BUTLER SERVICE
SUPER M SCHOOL OF SCIENCE AND TECHNOLOGY (SMSST), INC.
HOW TO
USE THIS
COMPETENCY BASED LEARNING MODULE
Welcome to the Module in Providing Valet/Butler Service. This module

contains training materials and activities for you to complete.
The unit of competency “Provide Valet/Butler Service” contains
knowledge skills and attitudes required for Housekeeping NC II. It is one of the
specialized modules at National Certificate level (NCII).
You are required to go through a series of learning activities in order to
complete each outcome of the module. In each learning outcome are Information
Sheets, Job Sheets. Follow these activities on your own and answer the self-check,
perform the procedural checklist at the end of each learning outcome. You may
remove a blank answer sheet at the end of each module (or get one from your
facilitator/trainer) to write your answer for each self-check. If you have questions,
don’t hesitate to ask your facilitator for assistance.
Recognition of Prior Learning (RPL)
You may already have some of the most of the knowledge and skills covered
in this learner’s guide because you have:
Date Developed: Document No.
HOUSEKEEPING December 9, 2019 Issued by: Page 1 of
NC II 115
Developed by: Revision No.00
Providing
Valet/Butler Service
• been working for some time
• Already completed training in this area
If you can demonstrate to your trainer that you are already competent in a
particular skill or skills, talk to him/her about having them formally recognized so
you don’t have to do the same training again. If you have a qualification or
Certificate of Competency from previous training, show it to your trainer. If the
skill you acquired is still current and relevant to the unit/s of competency they
may become part of the evidence you may present to RPL. If you are not sure
about the currency of your skills, discuss with your trainer.
At the end of this module is a Learner’s Diary. Use this diary to record important
date, jobs undertaken and other workplace events that will assist you in providing
further details to your trainer or assessor. A Record of Achievement is also
provided for your trainer to complete once you complete the module.
This module was prepared to help you achieve the required competency, in Provide
Valet/Butler Service. This will be the source of information for you to acquire
knowledge and skill into this particular trade independently and at your own pace,
with minimum supervision or help from your instructor.
• Talk to your trainer and agree on how you will both organize the Training
of this unit. Read through the module carefully. It is divided into sections, which
cover all the skills and knowledge you need to successfully complete this module.
• Work through all the information and complete the activities in each section.
Read information sheets and job sheets and complete the self check and perform
the procedural checklist. Suggested references are included to supplement the
materials in this module.
• Most probably your trainer will also be your supervisor or manager. He/she
is there to support you and show you the correct way to do things.
• Your trainer will tell you about the important things you need to consider
when you are completing activities and it is important that you listen and take
notes.
• You will be given plenty of opportunity to ask questions and practice on the
job. Make sure you practice your new skills during regular work shifts. This way
you will improve both your speed and memory and also your confidence.
• Talk to more experience workmates and ask for their guidance.
• Use the self-check questions at the end of each section to test your own
progress.
• When you are ready, ask your trainer to watch you perform the activities
outline in this module.
• As you work through the activities, ask for written feedback on your
progress. Your trainer keeps feedback/pre assessment reports for this reason.
When you have successfully completed each element, ask your trainer to mark on
the reports that you are ready for assessment.
• When you have completed this module (or several modules), and feel
confident that you have had sufficient practice, your trainer will arrange an
appointment with registered assessor to assess you. The result of your assessment
will be recorded in your Competency Achievement Record.
List of Competencies
No. Unit of Competency Module Title Code

1. Provide Housekeeping Services Providing Housekeeping TRS512307
to Guest Services to Guest
2. Prepare Rooms for Guest Preparing Rooms for TRS512308
Guest
3. Clean Premises Cleaning Premises TRS512309
4. Provide Valet/Butler Service Providing TRS512310
5. Laundry Linen and Guest Laundering Linen and TRS512311
Clothes Guest Clothes
MODULE CONTENT
UNIT OF COMPETENCY : Provide valet/Butler Service
MODULE TITLE : Providing Valet/Butler
Service MODULE DESCRIPTOR:

This module covers the basic knowledge, skills and attitude required
for valet service providers in a commercial accommodation establishment.
Experienced staff members with sound organization and interpersonal skills
generally undertake this role.
NOMINAL DURATION: hrs.
LEARNING OUTCOMES:
LO 1 Identify valet services
LO2 Perform proper coordination to ensure optimum privacy, security and
confidentiality of all guests.
LO 3 Display professional valet standards
LO 4 Ensure proper handling of guest’s property.
ASSESSMENT CRITERIA
Identify services required or preferred by guests in accordance with
establishment procedures.
Establishes rapport and goodwill with guests through oral/ written
communication.
Coordinate with rooms keeping supervisor for the delivery of processed items in
accordance with establishment Standard Operating Procedures.
Coordinate with Front Office/ Housekeeping in accordance with Standard
Operating Procedures.
Inform laundry office of his whereabouts in case of need for his service.
Coordinate with sorter/ marker about special instructions of guest.
Checking laundry items for damages and inform guest immediately if there are.
Rapport is established and feeling s of goodwill are enhanced between the guest
and the establishment through good oral and written communication.
Information about individual guest is accessed and utilized to provide
personalized and quality service.
Valet grooming and communication standards are followed in accordance with
establishment standards.
Luggage is unpacked, stored and packed neatly in accordance with guest
instructions.
Guest clothes are appropriately prepared and presented, ready for guest use.
Shoes are correctly cleaned
Repairs are made or organized in accordance with establishment procedures.
Confidentiality regarding guest property and activities is maintained in
accordance with legal and ethical standards.
LEARNING OUTCOME # 1 IDENTIFY VALET SERVICES
CONTENTS:
Basic roles of valet service within Philippine hospitality
industry. Building guest rapport through oral and written
communication Procedures in performing valet services:
a. Picking- up laundry
b. Checking laundry for possible damages
c. Sorting, endorsing and delivery of laundry
 Procedures in keeping laundry area clean in accordance with
establishment standards.
ASSESSMENT CRITERIA:
1. Identify services required or preferred by guests in accordance
with establishment procedures.
2. Establishes rapport and goodwill with guests through oral/
written communication.
CONDITION:
Student/ trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENTS
3. TOOLS
caddy/ trolley
laundry basket
labeler
4. EQUIPMENT
luggage carrier
sorting shelves
5. MATERIALS/SUPPLIES
pen and paper
tags
housekeeping forms
ASSESSMENT METHODS:
Observation
Interview
Written examination
Demonstration of practical skills
LEARNING EXPERIENCES
Learning Outcome 1: Identify Valet Services
Learning Activities Special Instructions
 Read the information sheet 4.1-1 Read the information sheet. After
Basic Roles of Valet Service within reading the learner is encourage to
Philippine Hospitality Industry. answer the self check 4.1-1
Compare your answer to the answer key
 Answer self-check 4.1-1
Read the information sheet 4.1-2 Read the information sheet. After
Building Guest Rapport Through Oral reading the learner is encourage to
and Written Communication answer self check 4.1-2
Answer Self-Check 4.1-2 Compare your answer to the answer key
Read information sheet 4.1-3 Read the information sheet. After
Procedures in Performing Valet Services: reading the learner is encourage to
Picking- up laundry perform job sheet 4.1-2
Checking laundry for possible

damages
Perform Job Sheet 4.1-1 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
Read information sheet 4.1-4 Read the information sheet. After

Sorting, endorsing and delivery of reading the learner is encourage to
laundry perform job sheet 4.1-4

activities
Information Sheet 4.1-1

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.
SELF-CHECK 4.1-1
ANSWER THE FOLLOWING QUESTIONS.

1. What are the basic services offered by a hotel butler?
2. What are other personalized services of a butler?
3. In a five star hotel, what is the attire of a butler?
4. What are the roles of butler?
Answer Key 4.1-1
1. Basic services of a hotel butler

a) Laundry and ironing.
b) Shoe shine.
c) Packing and unpacking of guest luggage.
d) In-room breakfast and beverages.
2. Other personalized services of a butler
a. he must 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.
b. he 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.
c. 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.
3. Attire of a butler in a five star hotel
a. wear business attire or suit designed by establishment as their
uniform.
4. Roles of a butler
a. 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.
b. 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.
c. 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.
INFORMATION SHEET 4.1-2
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.
Self-Check 4.1-2
I. Answer the following question
1. What is rapport? Why building rapport is important in the

industries?
2. How do you establish rapport between you and the guest?
Answer key 4.1-2
1. 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.
2. How to establish rapport?
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.
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.
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.
INFORMATION SHEET 4.1-3
Procedures in Performing Valet Services

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
Mr. Juan dela Cruz 203 September 30, 2006. 8:30 AM
Guest Hotel Articles Price Total Amount Damages if any
Count Count
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
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
Mr. Juan dela Cruz 203 September 30, 2006. 8:30 AM
Count Count
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 -
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
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

NC II 115
Providing
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.
NC II 115
Providing
Self Check 4.1-3
1. What are the important data in the laundry voucher when you pick up
laundry items?
Answer Key 4.1-3
1. Name of Guest, Room no., Date received no. of items, articles, rate per piece.
JOB SHEET 4.1-3
Title: Picking -up for Guest Laundry
Performance Objective: Given a wash load, you should be able to follow the
procedure in picking -up for guest laundry following OHS.
Supplies and Materials: Laundry baskets, labelers, laundry bags, hangers.
Equipment: Laundry cart, sorting shelves
Procedure:
1. Pick up the guest laundry together with the laundry list from the
guestrooms.
2. Validate actual counts of items against the one listed in the laundry list.
3. Check for possible damages like missing buttons, discoloration, etc.
4. Inform the guest (if he is around) of the noted damage.
5. If stains or damage are found in the item, fill up the guest notification form
to notify the guest of noted damage or any discrepancy.
6. 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.
7. 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.
Assessment Method: Demonstration

PERFORMANCE CRITERIA CHECKLIST
JOB SHEET 4.1-3
Trainee’ Name: Date:
CRITERIA YES NO
 Establishes rapport and goodwill with guests through
oral/ written communication.
 Accomplished the Laundry voucher and fill up the

information that should be filled up
 Checked the possible damages of the laundry and filled up the
damages report dorm
 Follow the especial instruction of the guest regarding laundry
and pressing
Comments/Suggestions:
Trainer: Date:
ISAT HOTEL
LAUNDRY VOUCHER
Voucher No. 1

Count Count

Remarks or
Total P
Dry Cleaning)
Extra charge
(Dry Cleaning
Sub Total
(Hand wash)
Sales tax
The rest are for
machine wash. Service charge 10 %
Total Charge P

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 are
received items a. If special instructions are delivered to the guest, it
against the tag and followed. is important to double
sorts them. check them so as to be
b. If item is properly able to remedy any
processed – missing deficiency beforehand.
buttons replaced, stains With that complaints can
removed, etc. be avoided.
c. Check the description of
the item on the list before
removing the tag. Supervisor is expected to
take action on the
d. Report immediately discrepancy and call the
to supervisor any noted attention of erring
damage and discrepancy in laundry staff.
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 has
appropriate) Check the bag whether: been checked.
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.
Self Check 4.1-4
1. What are the proper steps in sorting, endorsing and delivering of guest
laundry?
Answer key 4.1-4
Check the following:

a. If special instructions are followed.
b. If item is properly processed – missing buttons replaced, stains
removed, etc.
c. Check the description of the item on the list before removing the tag.
d. Report immediately to supervisor any noted damage and discrepancy
in count.
Check the bag whether:
1. it is complete with all laundry items
2. Whether the right items are placed therein.
JOB SHEET 4.1-4
Title: Sorting, Endorsing and Delivering of Laundry
Performance Objective: After picking up laundry items, the valet runner must be
able to follow procedure in sorting, endorsing and delivering of guest laundry
Supplies and Materials: items that are to be laundered
Equipment: sorting shelves
Steps and Procedures:
1. Check all received items against the tag and sorts them.
Check on the following:

a. If special instructions are followed.
b. If item is properly processed – missing buttons replaced, stains
removed, etc.
c. Check the description of the item on the list before removing the tag.
d. Report immediately to supervisor any noted damage and discrepancy
in count.
2. Fold or hang the items (whichever is appropriate)
Items should be placed inside a plastic bag.
Check the bag whether:
a. it is complete with all laundry items
b. Whether the right items are placed therein.
3. Endorse items to valet runner for delivery.
For items with special instructions, endorse them to supervisor.

JOB SHEET 4.1-4
CRITERIA YES NO
 Establishes rapport and goodwill with guests through
 Check all received items against the tag and sorts them.
 Fold or hang the items (whichever is appropriate)
 Endorse items to valet runner for delivery
Trainer: Date:
LEARNING OUTCOME # 2 PERFORM PROPER COORDINATION TO

ENSURE OPTIMUM PRIVACY, SECURITY
AND CONFIDENTIALITY OF ALL GUESTS
CONTENTS:
1. Organizational chart of the housekeeping department
2. Prepare reports and endorsements of valet service provider
3. Procedure of sorting and marking of laundry items.
4. Checking laundry condition
5. Delivery of laundry and luggage to guest room.
1. Coordinate with rooms keeping supervisor for the delivery of
processed items in accordance with establishment Standard Operating
Procedures.
2. Coordinate with Front Office/ Housekeeping in accordance
with Standard Operating Procedures.
3. Inform laundry office of his whereabouts in case of need for his
service.
4. Coordinate with sorter/ marker about special instructions of guest.
5. Checking laundry items for damages and inform guest immediately if
there are.
CONDITION:
2. EQUIPMENTS
3. TOOLS
caddy/ trolley
laundry basket
labeler
4. EQUIPMENT
luggage carrier
sorting shelves
pen and paper
tags
housekeeping forms
ASSESSMENT METHODS:
Observation
Interview
Written examination
Learning Outcome 2:PERFORM PROPER COORDINATION TO ENSURE
OPTIMUM PRIVACY, SECURITY AND CONFIDENTIALITY OF ALL GUESTS
Read Information sheet 4.2-1 After reading the learner is encourage to
Housekeeping Organization- Function of answer self check 4.2-1
a Valet Runner
Answer self-check 4.2-1 Compare your answer to the answer key

Read Information sheet 4.2-2 After reading the learner is encourage
to answer self check 4.2-2
Answer self-check 4.2-2 Compare your answer with the

answer key
activities
Read information sheet 4.2-2 Recording Read the information sheet. After
and Delivering of Laundry Items reading the learner is encourage to
perform Job sheet 4.2-2
Answer self-check 4.2-2 Compare your answer with the

answer key
activities

Housekeeping Organization- Function of a Valet Runner
able to;
1. Identify the basic function and specific duties of valet runner.
Organizational Chart of the Housekeeping Department

(For large establishments)
EXECUTIVE HOUSEKEEPER OR HOUSEKEEPING MANAGER
Executive Housekeeper
Room keeping supervisor Public Area Supervisor Linen & Laundry Supervisor
Room boy Houseman utility
maintenance
Pest Control Linen Attendant
Technician
Chambermaid
Mini-bar Laundry Attendant
Attendant Gardener/Grounds
Maintenance
Valet Runner
Steam Presser/Ironer
VALET RUNNER
Basic Function: Responsible for the pickup and delivery of laundry items of
guests also those for house use
Specific Duties:
1. Picks up guests’ items for laundry and endorses them to sorter/marker for
proper classification
2. Checks laundry items for possible damages and immediately informs the guest
about it. Also indicate noted damages in the record.
3. Informs the sorter/marker about the special instructions of guests regarding the
latter’s laundry items.
4. Helps in sorting finished items that are ready for delivery.
5. Delivers processed guest’ laundry making reference to tag number and room
number and makes sure these items are delivered on time.
6. Coordinates with the room keeping supervisor for the delivery of all processed
items when guest are not in their rooms.
7. Informs the laundry office of his whereabouts in case there is any call for pick
up and immediate delivery.
8. Coordinates with Front Office/housekeeping regarding information on room
changes to avoid wrong delivery.
9. Performs other related duties as maybe assigned by his/her supervisor.
Self-Check 4.2-1
Oral Questioning
1. What is the basic function of a valet runner?

2. Give at least 3 specific duties of a valet runner.
Answer key 4.2-
1 Oral
Questioning
1. Basic Function: Responsible for the pickup and delivery of laundry items of guests
also those for house use
2.
a. Picks up guests’ items for laundry and endorses them to sorter/marker for proper
classification
b. Checks laundry items for possible damages and immediately informs the guest
about it. Also indicate noted damages in the record.
c. Informs the sorter/marker about the special instructions of guests regarding the
latter’s laundry items.
d. Helps in sorting finished items that are ready for delivery.
e. Delivers processed guest’ laundry making reference to tag number and room
number and makes sure these items are delivered on time.
f. Coordinates with the room keeping supervisor for the delivery of all processed items
when guest are not in their rooms.
g. Informs the laundry office of his whereabouts in case there is any call for pick up
and immediate delivery.
h. Coordinates with Front Office/housekeeping regarding information on room
changes to avoid wrong delivery.
i. Performs other related duties as maybe assigned by his/her supervisor.
Sorting-Marking Procedures for unprocessed items

able to;
1. Follow the procedure in sorting-marking procedures in unprocessed
items. Sorting-Marking Procedures for unprocessed items
Steps Procedures Purpose
1. Upon receipt of Segregate every bag; separate For easier identification and
items for laundry, those for dry-cleaning, to facilitate processing; also
the sorter lines up laundry and pressing to ensure that “first in, first
the laundry bags out policy is followed.
according to the
time they are
received.
2. Count and check Upon checking, take note of To make sure that count
all items in the the following: and specification tally with
bag. a. Whether the type and the list so that possible
count of the items tally misunderstanding and
with what is indicated in complaints will be
the laundry list. If there prevented.
are discrepancies,
inform the supervisor
who will in turn inform
the guest.
b. Check for damages and
stains. Should there be
any, inform the
supervisor. A damage report is usually
c. Check for the valuables given to the guest. A Form
inside the garment and of damage advise should be
turn them over to the filled up.
supervisor for him to send
it to the guest.
d. Check for special
instructions indicated in
the list.
3. Mark/tag all items Place the appropriate tag; Tagging make it easy to
according to the Blue tag for dry cleaning and identify the required
type of required Pink for washing, etc. laundry method – whether
processing for washing, dry cleaning,
etc.
4. Inform supervisor Indicate details as to type of To avoid complaints, the
for special processing, time of delivery, laundry staff should strictly
instructions of the other services like mending, abide with the instructions
guest. etc. of the guest regarding his
laundry items.
5. Endorse item for Items for dry-cleaning go to
processing to the dry cleaner.
concerned laundry
staff reminding her
of special Laundry items to washer.
instructions of the Items for pressing to presser.
guest.
Self Check 4.2-2
1. What is the color tag for dry cleaning?

2. What is the color tag for washing?
Answer Key 4.2-2
1. Blue
2. Pink
JOB SHEET 4.2-2
Title: Sorting-Marking Procedures For Unprocessed Items
Performance Objective: Given a wash load, you should be able to follow Sorting-
Marking Procedures for unprocessed items
Procedure:
1. Count and check all items in the bag.
2. Mark/tag all items according to the type of required processing
3. Inform supervisor for special instructions of the guest.
4. Endorse item for processing to the concerned laundry staff
reminding her of special instructions of the guest.

JOB SHEET 4.2-2
CRITERIA YES NO
Did you….
1. Count and check all items in the bag?
2. Mark/tag all items according to the type of required

processing?
3. Inform supervisor for special instructions of the

guest?
4. Endorse item for processing to the concerned

laundry staff reminding her of special instructions of
the guest?
Trainer: Date:
Recording and Delivering of Laundry Items
Procedure:
1. Fold processed laundry items. Hang those that need to be hanged. Cover it
with plastic cover,
Folded
items
Clothes are covered

with plastic
2. Record all finished items for delivery and note down damages if any.
3. Deliver all items and have the records acknowledged by the guard on duty at
the laundry area.
4. Prepare production report and damages report (If there is damage).

Accomplish the Damages advice Form
ISAT HOTEL
LAUNDRY DEPARTMEMT
DAMAGE ADVICE
NAME OF GUEST: Mr. Juan dela Cruz

ROOM NO. 203DATE: September 30, 2010 TIME: 8:30 AM
e constrained to return to you the attached laundry items inasmuch as we have noticed the following on the garment when it was sent
{ } Discolored areas spots { } double creases

{ } not fit for the processing you requested (i.e. not for machine wash but for dry cleaning to avoid damage.)
of what is normal, we cannot guarantee that the garment will be laundered/dry cleaned. Pressed to your satisfaction. Please let us kn
{ } The other items are being processed to avoid further delay and will be delivered to you shortly.
Your comments:
.
Thank You,
Self Check 4.2-2
1. What are procedures in sorting-marking procedures for unprocessed items?

MAY 24, 2011
Issued by:
Page 52 of
Developed by:
HOUSEKEEPING 115
TESDA 02 SUSANA D. AGDUYENG
MARCELA S. JOSE Revision #
SONITA D. CAMACAM
MELCHORA P. OLIVERAS
DELIA M. MALANA
Answer Key 4.2-2
1. Fold processed laundry items. Hang those that need to be hanged. Cover it
with plastic cover,
3. Deliver all items and have the records acknowledged by the guard on duty at
the laundry area.
JOB SHEET 4.2-2
Title: Sorting-Marking Procedures For Unprocessed Items
Performance Objective: Given a wash load, you should be able to follow Sorting-
Marking Procedures for unprocessed items
Procedure:
1. Fold processed laundry items. Hang those that need to be hanged. Cover
it with plastic cover,
3. Deliver all items and have the records acknowledged by the guard on
duty at the laundry area.

JOB SHEET 4.2-2
CRITERIA YES NO
 Items are properly processed according to establishment
procedure.
 Finished Processed items are properly recorded
 Delivered processed items with the use of voucher form.
Trainer: Date:
Laundry Damage Advice Form
ISAT HOTEL
LAUNDRY DEPARTMEMT
DAMAGE ADVICE
NAME OF GUEST:
ROOM NO. DATE: TIME:
constrained to return to you the attached laundry items inasmuch as we have noticed the following on the garment when it was sent to
{ } Discolored areas spots { } double creases

{ } not fit for the processing you requested (i.e. not for machine wash but for dry cleaning to avoid damage.)
f what is normal, we cannot guarantee that the garment will be laundered/dry cleaned. Pressed to your satisfaction. Please let us know
{ } The other items are being processed to avoid further delay and will be delivered to you shortly.
Your comments:
.
Thank You,
LEARNING OUTCOME # 3 DISPLAY PROFESSIONAL BUTLER VALET
STANDARDS
CONTENTS:
1. Basic contact lists and details, and basic customer preference
profiles.
2. Communication phrases of valet service provider with guest
in accordance with establishment standards
3. Personality development: Grooming and personal hygiene
1. Rapport is established and feeling s of goodwill is enhanced
between the guest and the establishment through good oral and
written communication.
2. Information about individual guest is accessed and utilized to provide
personalized and quality service.
3. Valet grooming and communication standards are followed
in accordance with establishment standards.
CONDITION:
2. EQUIPMENTS
Luggage
3. TOOLS
Vin card, key
Records/ profiles of guests
ASSESSMENT METHODS:
Observation
Interview
Written examination
Learning Outcome 3: Display Professional Valet/Butler Standard

Read the information sheet 4.3-1 After reading the learner is encourage
to perform Job sheet 4.3-1
Bell Butler Service
Answer self check 4.3-1 Compare answer using the answer key
activities
reading the learner is encourage to
Grooming standards of a Butler
answer self check 4.3-2
Answer self check 4.3-2 Compare answer using the answer key
activities
BELL BUTLER SERVICE
Learning Objectives: After reading the INFORMATION SHEETS, YOU MUST be

able to;
1. Perform bell butler service.
BELL BUTLER SERVICE
The bell service Unit extends assistance to arriving and departing guest and
handles their luggage. Likewise, it attends to the following:
1. Responding to all service calls of hotel guests, all hotel guests items are
delivered to the guestroom by the Bell Service staff.
2. Monitoring cleanliness and orderliness of the lobby and coordinating with
Housekeeping for proper cleaning.
3. Observing and reporting al unusual circumstances occurring in the lobby
such as unauthorized persons, loitering, disorderly conduct, etc. In this
regard the bell service counter at the lobby must be manned at all times
in order to monitor the movement at the lobby.
4. Delivery of gust’s mail, package, messages, etc.
5. Assisting guest during room transfer and check out.
Check In Assistance.
Procedure:
When a guest reaches the hotel, he should be warmly received and assisted by the
doorman/bellboy following the procedures:
1. Greet and Welcome the arriving guests.
“Good morning sir/madam, welcome to our hotel.”
2. Offer to unload guest’s luggage from the vehicle.
“May I help with your luggage sir?”
3. Unload the guest’s baggage, count each piece and inform the guest of the
total count for the latter to check and ensure that all his traveler’s effect s
are taken out of the cab and accounted for.
“Could you check sir if all your luggage are complete before we let go
with the cab?
If there is any damage to the luggage, the guest must be
told. “Sir, you have 2 suitcases but the one is damaged.”
4. Direct the guest to the Front Desk while carrying the luggage in the cart.
“This way to the Front Desk, Sir.”
5. As guest registers, stand by to receive rooming instructions from the
desk clerk.
6. Receive key and rooming instructions from the desk clerk then lead the
guest to his room.
“By the way sir, I am your personal butler while you stay in
our hotel. This way to your room, sir.
7. Knock or activate the door bell before entering the room to verify if there is
someone inside and to make sure it is available before opening it for the
guest.. When this is occupied or not yet ready, the bellman/butler shall
tactfully inform the guest of the mistake and ask for replacement via the
telephone.
8. The bellman/butler shall open the room with the key/bin card and switch
on the light, and then let the guest in. He shows him the room and brings in
the baggage. He shall explain the use of facilities in the room such as air-
conditioning thermostat control, bathroom light switches etc. Explain
operation of TV if it needs special instructions.
9. Inspect room and bathroom. Check for busted bulbs, dirt, and defective
amenities.
10. Sell hotel services, inform guest of:
 Outlets and operating time; products/services
 Room service, long distance facilities. Business center, laundry,
etc.
“Mr./Mrs. Jones, the hotel has provisions for 24 hours room service. The
room service menu is on top of the nite table. You may also dine at some of
our outlets like Café’ Cristina operating from 6:00 Am to 12:00 PM. Serving
breakfast, lunch and dinner. You may also avail of our laundry service.
There is a laundry bag in your drawer together with the laundry rates.
Should you wish to go for entertainment, our hotel has and entertainment
bar called MIT Restobar, operating from 8 PM to 12 midnight.”
11. Take leave of the guest and ask if everything is ok.
As a last gesture he shall assure the guest of his willingness to be further
help and bid him pleasant and enjoyable stay;
“Is everything satisfactory Mr. Jones is there anything else I can do for
you, sir?”
“Please call us should you need further assistance with the nos.
”
“I hope you’ll enjoy your stay in our hotel.”
12. Inform the Bell Captain or Front Office Manager of unusual behavior of the
guest or condition of the baggage, He must also call the attention of the
housekeeping Supervisor upon noticing defect of the room.
13. Record the check-in on the Bellman Control Sheet, indicating the name of
the bellman/butler, the number of luggage and the room number.
Self Check 4.3-1
1. How will you build rapport during your first meeting with your guest?
Answer Key 4.3-1
1. Greet the guest with smile, offer assistance.
JOB SHEET 4.3-1
Title: Bell Butler Service
Performance Objective: In a similation, you should be able to follow the
procedure in bell service.
Supplies and Materials: Vin Card, Key
Equipment: Luggage
Procedure:
1. Greet and Welcome the arriving guests.
2. Offer to unload guest’s luggage from the vehicle.
3. Unload the guest’s baggage, count each piece and inform the guest of the
total count for the latter to check and ensure that all his traveler’s effect s
are taken out of the cab and accounted for.
4. Direct the guest to the Front Desk while carrying the luggage in the cart.
5. As guest registers, stand by to receive rooming instructions from the
desk clerk.
6. Receive key and rooming instructions from the desk clerk then lead
the guest to his room.
7. Receive key and rooming instructions from the desk clerk then lead
the guest to his room.
8. The bellman/butler shall open the room with the key/bin card and switch
on the light, and then let the guest in. He shows him the room and brings in
the baggage. He shall explain the use of facilities in the room such as air-
conditioning thermostat control, bathroom light switches etc. Explain
operation of TV if it needs special instructions.
9. Inspect room and bathroom. Check for busted bulbs, dirt, and defective
amenities.
10. Sell hotel services, inform guest of:
a. Outlets and operating time; products/services
b. Room service, long distance facilities. Business center, laundry, etc.
c. Take leave of the guest and ask if everything is ok.
d. As a last gesture he shall assure the guest of his willingness to be
further help and bid him pleasant and enjoyable stay.

JOB SHEET 4.3-1
CRITERIA YES NO
 Rapport is established and feeling s of goodwill is
enhanced between the guest and the establishment
through good oral and written communication.
 Information about individual guest is accessed and utilized to

provide personalized and quality service.
 Valet grooming and communication standards are followed

in accordance with establishment standards.
Trainer: Date:
Grooming standards of a Butler

able to;
1. Practice grooming standards of a butler.
HAIR
 Clean, neatly combed; no dandruff.

 Ladies hair should be clipped on both sides or
breaded (if it is long)
 Length of men’s hair should not go beyond
collar and the side hair must not cover the
ears
 Bangs should be avoided
UNIFORMS
 Must be comfortably fit; no sagging hemline
 Properly buttoned; sleeves should never be
folded nor rolled
 Clean and well pressed; free from stains nor
wrinkles
FACE
 Men - free of beard and moustache
 Ladies - must have light and appropriate make
- up that should be retouched from time
to time
 Free from pimples and blemishes

MAY 24, 2011
Issued by:
Page 66 of
Developed by:
HOUSEKEEPING 115
SONITA D. CAMACAM
DELIA M. MALANA
MOUTH
 Free from bad breath; mouth wash to be used
to ensure fresh breath
 No tooth decay
EARS
 Clean and free from visible dirt inside and

outside
 Earrings are never appropriate for men;
ladies in uniform should never wear
dangling earrings
BODY
 Free from body odor; deodorant to be used
daily
 Daily shower is a “must”
FINGERNAILS
 Clean and free from dirt
 Men - nails should be short and properly
trimmed
HOUSE KEEPING Date Developed: Document No.

TESDA 02 MAY 24, 2011
Issued by:
Page 67 of
Developed by:
115
SUSANA D. AGDUYENG
SONITA D. CAMACAM
DELIA M. MALANA
 Ladies - avoid very long fingernails and must always be clean and
well manicured. If cutex is used, it should look clean, fresh and
not tattered

MAY 24, 2011
Issued by:
Page 68 of
Developed by:
HOUSEKEEPING 115
SONITA D. CAMACAM
DELIA M. MALANA
SHOES AND SOCKS
 Should be clean and well polished, heels in

good condition
 Black socks for men and changed daily with
fresh ones
 Ladies should wear stockings but must
ensure it has no “run” or damage
PERFUMES
 Not allowed much as the smell contaminate
the food
EXCESSIVE JEWELRIES
 not appropriate
Self Check 4.3-2
1. What is the grooming standard of a butler?

Answer Key 4.3-2
1. Clean, neatly combed hair; no dandruff.
2. Uniforms must be comfortably fit; no sagging hemline, properly buttoned;
sleeves should never be folded nor rolled, clean and well pressed; free
from stains nor wrinkles.
3. Face- men –must be free of beard and moustache. Ladies - must have light
and appropriate make - up that should be retouched from time to time, Free
from pimples and blemishes
4. Mouth must be free from bad breath; mouth wash to be used to ensure
fresh breath, no tooth decay
5. Ears are clean and free from visible dirt inside and outside, Earrings are
never appropriate for men; ladies in uniform should never wear dangling
earrings.
6. Body must be free from body odor; deodorant to be used daily, daily shower
is a “must”
7. Fingernails clean and free from dirt; Men - nails should be short and
properly trimmed; Ladies - avoid very long fingernails and must always
be clean and well manicured. If cutex is used, it should look clean, fresh
and not tattered
8. Shoes And Socks should be clean and well polished, heels in good
condition; black socks for men and changed daily with fresh ones; ladies
should wear stockings but must ensure it has no “run” or damage
9. No strong perfumes
10. No excessive jewelries
JOB SHEET 4.3-2
Title: Grooming standards of a Butler
Performance Objective: In performing bell service, you should be able to practice
grooming standard of a butler.
Supplies and Materials:
Equipment:
Procedure:
1. Clean, neatly combed hair; no dandruff.
2. Uniforms must be comfortably fit; no sagging hemline, properly buttoned;
sleeves should never be folded nor rolled, clean and well pressed; free
from stains nor wrinkles.
3. Face- men –must be free of beard and moustache. Ladies - must have
light and appropriate make - up that should be retouched from time
to time, Free from pimples and blemishes
4. Mouth must be free from bad breath; mouth wash to be used to
ensure fresh breath, no tooth decay
5. Ears are clean and free from visible dirt inside and outside, Earrings are
never appropriate for men; ladies in uniform should never wear dangling
earrings.
6. Body must be free from body odor; deodorant to be used daily, daily
shower is a “must”
7. Fingernails clean and free from dirt; Men - nails should be short and
properly trimmed; Ladies - avoid very long fingernails and must always
be clean and well manicured. If cutex is used, it should look clean,
fresh and not tattered
8. Shoes And Socks should be clean and well polished, heels in good
condition; black socks for men and changed daily with fresh ones; ladies
should wear stockings but must ensure it has no “run” or damage
9. No strong perfumes
10. No excessive jewelries

JOB SHEET 4.3-2
CRITERIA YES NO
 Neatly combed hair
 Uniforms are clean and well pressed
 Ladies face lightly make –up, men face free of mustache

 Mouth is free from bad breath
 No earrings
 Body is free from body odor
 Fingernails are free from dirt
 Shoes are clean well polished
 No strong perfumes
 No excessive jewelries
Trainer: Date:
LEARNING OUTCOME # 4 CARE FOR GUEST PROPERTY
CONTENTS:
1. Procedure in unpacking, storing and packing of guest luggage in
accordance with guest instructions.
2. Procedure in pressing and presenting guest’s clothes ready for use.
3. Identify cleaning materials and supplies appropriate for shoes based on
material of shoes.
4. Cleaning and preparing guest’s shoes in accordance with establishment
standards
5. Basic darning and mending for clothing and linen and repair of other
accessories.
6. Protocols for ensuring optimum privacy and confidentiality for all guests.
 Luggage is unpacked, stored and packed neatly in accordance with guest
instructions.
 Guest clothes are appropriately prepared and presented, ready for guest
use.
 Shoes are correctly cleaned
 Repairs are made or organized in accordance with
 Confidentiality regarding guest property and activities is maintained
in accordance with legal and ethical standards.
CONDITION:
2. TOOLS
shoe brush
cleaning rags
3. EQUIPMENT
luggage carrier
cabinets
steam pressers, ironing board
cleaning agents
needles and threads
pen and paper
guest folio
ASSESSMENT METHODS:
 Observation Interview
 Written examination Demonstration of practical skills


Learning Outcome 4: Ensure proper handling of guest’s property

Read the information sheet 4.4-1 After reading the learner is encourage to
perform Job sheet 4.4-1
Packing and unpacking of guest things
Answer self check 4.4-1 Compare answer using answer key

activities
reading the learner is encourage to
answer self check 4.3-2
Answer self check 4.4-2 Compare answer using answer key
activities
Packing and unpacking of guest things

able to;
1. Follow the procedure in packing and unpacking guest things.
Procedure in Unpacking and storing guest things:
a. Sort
 Separate items like; under wears, clothes from white to colored;
heavy to light clothes or according to guest instructions and put
in the guest dresser.
b. Segregate soiled clothes
 Washable to dry clean or according to guest instructions
c. Hang clothes
 Long sleeves, pants, blouses and other clothes that need to be
hanged or according to guest instructions
d. Arrange clothes, shoes and the like according to guest instructions

Packing Procedure:
a. Pack first the heavy ones in the luggage, like pants, trousers, etc.
b. Next are the light clothes like blouses if female guest or polo for male
guest
c. Third are the light ones like handkerchiefs, neck ties, or accessories
especially if it is female guest
d. Shoes are to be packed according to guest instructions.

Self Check 4.4-1
1. How do you pack and unpack guest luggage?
Answer Key 4.4-1
A. Packing
1. Check the condition of the luggage
2. Start packing from the heaviest to lightest
3. Breakable items should be wrapped inserted in between clothes
B. Unpacking
1. Open luggage
2. Remove breakable items
3. Start removing from the lightest to heaviest.
4. Hang those items that need to be hanged.
5. Folded items should be placed in the shelves.
JOB SHEET 4.4-1
Title: Packing and unpacking of guest things
Performance Objective: Given a guest clothes and properties, you must be able
to follow procedure in packing and unpacking of guest clothes.
Supplies and Materials: Guest clothes and properties
Equipment: guest luggage
Procedure:
A. Packing
1. Check the condition of the luggage

2. Start packing from the heaviest to lightest
3. Breakable items should be wrapped inserted in between clothes
Unpacking
1. Open luggage
2. Remove breakable items
3. Start removing from the lightest to heaviest.
4. Hang those items that need to be hanged.
5. Folded items should be placed in the shelves.

JOB SHEET 4.4-1
CRITERIA YES NO
Did you ……
Packing
1. Check the condition of the luggage?
2. Start packing from the heaviest to lightest ?
3. wrap breakable items and insert in between clothes?
Unpacking
1. Open luggage?
2. Remove breakable items?
3. Start removing from the lightest to heaviest?
4. Hang those items that need to be hanged?
5. Fold items and place in the shelves?
Trainer: Date:
CLEANING OF GUEST SHOES.

able to;
1. Follow the correct procedure in cleaning shoes.
2. Use appropriate cleaning materials in cleaning shoes.
Cleaning Materials in Cleaning Shoes
1. Shoe Polish (Paste, Liquid)
Black White for other colors
2. Shoe Brushes and cloth
Procedure:
1. Wipe the shoes with damp cloth removing soilage of the shoes.
2. Apply shoe paste, considering the color of the shoes.
3. Brush the shoes with shoe brush.
4. If decorated or beaded shoes use soft brush. Do not apply shoe paste.
5. Wipe again the shoes to add shiny and present to your guest.
Criteria:
 Evenly application of shoe polish
 Evenly shine
Self Check 4.4-1
1. What are supplies and materials in cleaning shoes?

Answer key 4.4-1
1. Shoe paste/polish with applicator

2. Shoe brush
3. Buffing cloth
JOB SHEET 4.4-1
Title: Cleaning of Guest Shoes
Performance Objective: Given a shoe you must be able to clean shoes following
the procedure.
Supplies and Materials: Shoe paste and shoe brush, guest shoes
Equipment:
Procedure:
1. Prepare tools, materials, and supplies in cleaning shoes.
2. Wipe the shoes with damp cloth removing soilage of the shoes.
3. Apply shoe paste, considering the color of the shoes.
4. Brush the shoes with shoe brush.
5. If decorated or beaded shoes use soft brush. Do not apply shoe paste.
6. Wipe again the shoes to add shiny and present to your guest.
7. Present to the guest

JOB SHEET 4.4-2
CRITERIA YES NO
Did you….
1. Prepare tools, materials, and supplies in cleaning
shoes?
2. Wipe the shoes with damp cloth removing soilage of the

shoes?
3. Apply shoe paste evenly considering the color of the
shoes?
4. Brush the shoes with shoe brush?
5. Use soft brush in cleaning shoes with accessories?

6. Buff the shoes to make it shiny?
Trainer: Date:
Basic darning and mending for clothing

able to;
1. Follow the procedure in darning and mending clothes.
Materials:
Sewing Kit Different colors of Threads Needles
Buttons
Procedure:
BASIC DARNING AND MENDING
Sewing easy sewing stitches is the best way for beginners to get started. There
are often times when machine sewn projects also need some hand sewing done.
Once mastered each sewing stitch can add to the beauty when you sew dresses,
make a sewing tote or add to any other handmade ideas.
Running stitch is made of up and down stitches of equal length. When finished,
take needle through to other side and run under the stitches on the wrong side of
the fabric for 3 to 4 stitches. This stitch is used to sew seams, as a gathering
stitch, when quilting and is great for outlining in decorative thread.
Hemming stitch is made by beginning the stitch inside the fabric that is folded
down and taking a few threads from the outer fabric, then bring the needle back
up through the edge of the fold. This stitch is mainly used when hemming any
sewing project.
Basting stitch is similar to the running stitch in that is is made of up an down

stitches, however, the basting stitch is made with long stitches and can be made
without knotting the thread so it can be easily taken out. The basting stitch is
used to hold two or more pieces of fabric together, usually so that the fabrics do
not shift while stitching the permanent stitches.
Catch stitch, also known as the Herringbone stitch, is worked making a

diagonal stitch from left to right across the fold, turn the needle to the left and
make a small stitch in the fabric from right to left, bring the needle out and up
towards the right to the folded fabric (forming an X with the thread), then with the
needle still turned to the left, make a small stitch in the fabric from right to left.
Continue making small stitches from right to left but crossing over the previous
stitching to form an X. This is another stitch used to hem sewing projects or to
securely attach something like handles to a sewing tote.
Slip stitch is made by bringing the needle out from the fold of the hem, hiding the
knotted end in the fold, pick up a few threads of the outside fabric and then
sticking needle into the fold and sliding it along the inside of the fold, bring the
needle back out and continue across in this fashion. This stitch is another hem
stitch.
Back stitch is made by bringing the needle up from the back of the fabric, stitch
back to the right and bring the needle back up to the left leaving a space between
where the needle comes up and the beginning of the last stitch, continue across
repeating these steps. The back stitch is the strongest hand stitch and is made to
imitate machine sewing and as an outline stitch in decorative stitching.
Overcast stitch is made by making diagonal stitches over the raw edge of the
fabric. The stitches should be the same length and equally spaced. Overcast
stitches are used to prevent the fabric from fraying. The length of the stitch should
be related to how badly the fabric will fray.
Invisible stitch is made in between the two fabrics, taking a few threads from the
top fabric and then a few threads from the bottom fabric. This is used to draw two
edges together invisibly for projects that have two edges that have been turned
under, such as lining when sewing dresses and suits, sewing on an applique.
There is no doubt that even if you plan to only sew dresses by machine that you
will find many times that you will sew stitches like these to add beauty to your
finished project. Practiced often you will be sewing easy each sewing stitch.
Self-Check
Identify the following statements:
1. Stitch is made in between the two fabrics, taking a few threads from the top
fabric and then a few threads from the bottom fabric.
2. Stitch is made by bringing the needle up from the back of the fabric
3. Stitch is made of up and down stitches of equal length
4. Stitch is similar to the running stitch in that is made of up an down

stitches
5. Stitch is made by beginning the stitch inside the fabric that is folded down
and taking a few threads from the outer fabric, then bring the needle back
up through the edge of the fold.
Answers key
1. Invisible stitch
2. Back stitch
3. Running stitch
4. Basting stitch
5. Hemming stitch
Repairing Guest Property
Learning Objective: After reading the INFORMATION SHEET, YOU MUST BE able
to;
1. Follow the procedure in repairing guest property.
Procedure:
1. Replacing of buttons; it should be the same buttons with the original,
use thread that is similar with the color of the dress.
2. Mending tears use thread similar to the cloth.
Replacing of buttons
Replacing a button on the waistband of a pair of jeans is

enjoyable task. They were the lack of a button was due to a
lost battle with an expanding waistline. The strain on the
waistband where the button should be weakens the fabric
and sometimes causes a hole. To overcome these problems
reach for the button box, a sewing needle with a large eye-
hole, three matchsticks, sticky-tape and Dental Floss!
Now if you have the original button your problem is halved, if not look for one that
will neatly pass through the buttonhole. If a button slips easily through the
buttonhole, then it is not large enough and will open every five minutes. If it needs
force to go through then it is too big. Then pick a smaller flat button with the same
number of holes as the larger one.
Next find a little masking tape or sticky-tape and place the three matches in a row
and wrap them in the tape. For safety reasons used matches are best, we don’t
need any burnt fingers! This match stack will be placed between the top button
and the fabric to leave the threads long enough to form a shank.
Select the length of thread it on to the needle. Double the

thread and knot the end of it. Attach the thread to the
fabric with a double stitch and then push it through the
smaller button on the underside of the waistband. Place the
large button on the top fabric and stitch through the fabric
and the button. Make sure to slip the match stack in
between the fabric and upper button.
When you have stitched the buttons securely bring the

needle up through the bottom button and fabric, remove
the matchsticks and wind the thread around the threads
between the fabric and top button to give extra strength
and finally take the needle through to the back and finish
off with a small double stitch.
Now you only have one problem, how to conceal the

‘white’ thread in the centre of a dark button. Use your loaf
Rollerball or ink pen to darken it.
Self Check 4.4-4
1. How do you attach buttons?
Answer Key 4.4-4
1. Select the length of thread it on to the needle

2. Attach the thread to the fabric with a double stitch and then push it
through the smaller button on the underside of the waistband.
3. Place the large button on the top fabric and stitch through the fabric and
the button.
4. Make sure to slip the match stack in between the fabric and upper button.
JOB SHEET 4.4-4
Title: Repairing Guest Property
Performance Objective: Given a clothes with damage you must be able to repair
following the procedure in repairing guest clothes.
Supplies and Materials: needles, different color threads, different butoons
Equipment: sewing kit
Procedure:
1. Prepare the tools and materials for repairing guest clothes
2. Check the garments what damages to be repaired.
3. If buttons are lost choose buttons that are the same with the
original buttons.
4. Follow the procedure in replacing buttons.
5. In mending, use threads same as the color of the garments.
JOB SHEET 4.4-4
CRITERIA YES NO
Did you……
 Prepare the tools and materials for repairing guest clothes?
 Check the garments what damages to be repaired?
 Buttons that are the same with the original buttons?
 Use threads same as the color of the garments?
Trainer: Date:
Pressing and presenting clothes
A. Pressing Guest Clothes
Whether you are an ironing novice or fairly confident in your pressing

prowess, there are some tips and tricks out there from which everyone can
benefit.
1: Always read labels
Those pesky labels that tickle us in all the wrong places are actually valuable
little nuggets of information when it comes to clothing care, especially where
ironing is concerned. Washing clothes in water of the wrong temperature could
shorten their life, but ironing your favorite blouse at the wrong temperature can
spell disaster.
2: Make the best use of your board
Adjusting your board to suit your clothing is a huge time-saver. You may not
realize it, but the wide, flat end of your ironing board is ideal for ironing dress
shirts. If you line up the crease at the top of the sleeve with the corner of the
board, you can iron an entire quarter of the shirt at once.
3: The perfect crease
Most dress shirts, pants, and jackets are made with a poly-cotton blend,
which is structured to hold its shape. To make a strong crease, set the iron at
the hottest possible setting for the fabric, spray the crease area with a fair
amount of water and go over it very slowly with the iron. This is helpful for
removing unintentional double creases or those really stubborn wrinkles in
new dress shirts.
4: Ironing miscellaneous items

To iron a large amount of miscellaneous items quickly, try ironing as you
fold. Begin folding the items on top of the ironing board. Run a hot iron
gently down each newly folded section, blasting it with steam as you go. The
steam will penetrate a couple of layers at once, saving you tons of time. Don't
go over the edges, as you don't necessarily want creases in your T-shirts or
sheets.
B. Presenting Guest Clothes
a. hanged b. folded
Self Check 4.4-5
1. What are the different tips in ironing?
Answer Key 4.4-5
1: Always read labels

2: Make the best use of your
board 3: The perfect crease
4: Ironing miscellaneous items
JOB SHEET 4.4-5
Title: Pressing and presenting clothes
Performance Objective: Given a clothes you must be able to follow the procedure
in press and present guest clothes.
Supplies and Materials: hangers, plastic to cover pressed clothes
Equipment: electric flat iron, ironing board
Procedure:
1. Read the label of the garments
2. Check the ironing board, adjust if necessary
3. Make the perfect crease
4. Iron well the miscellaneous parts of the dress
5. Fold/hang the dress and present it to the guest.
JOB SHEET 4.4-4
CRITERIA YES NO
Did you…..
 Read the label of the garments?
 Check the ironing board, adjust if necessary?
 Make the perfect crease?
 Iron well the miscellaneous parts of the dress
 Fold/hang the dress and present it to the guest
Trainer: Date:
Privacy and confidentiality of guest

able to;
1. Maintain confidentiality of guest’s property and activity in accordance with
legal and ethical requirements.
Responsibilities of a Room Attendant/Butler

1. Upon receiving the guest, do not create any conversation regarding his
personal information. It will be alright to know his name and the room he
will be check-in.
2. Do not ask about sensitive information of the guest such as his race, ethnic
origin, political opinion, religion and other beliefs, criminal background or
the like.
3. If he ask you to unpack his luggage, do so, but if he do not like do not
insist.
4. If you unpacked the luggage and you saw any confidential things in his
luggage, do not tell to anybody but only to your supervisor. Make it secret.
5. Do only what the guest instructions; do not touch his things unless he told
you to do so.
Self-Check 4.4-6
Answer the following questions:

1. What will you do if you saw deadly weapon in the guest
luggage?
2. If you saw drugs in the pocket of his trousers while you are
unpacking his clothes, what will you do?
3. What will you do if you saw illegal activities of the guest?
Answer Key 4.4-6
1. Do not touch the object, do not discuss anything about the object to the
guest as well as to other employees, instead report secretly to the
supervisor.
2. Do not touch or remove from the trouser, do not tell to anybody but to your
supervisor only.
3. Tell to the supervisor and they will be the one to observe the guest.
EVIDENCE PLAN/EVALUATION PLAN
TRAINEES NAME
FACILATATOR’S NAME
QUALIFICATION HOUSEKEEPING NC II
UNIT OF COMPETENCY PROVIDE VALET/BUTLER SERVICE
COVERED
Ways in which evidence will be collected:
Witten Test
Interview
Demonstration with Oral
[tick the column]
Questioning
The evidence must show that the candidate……
1. Identify services required or preferred by guests X
in accordance with establishment procedures.
2. Establishes rapport and goodwill with guests X X
through oral/ written communication.
3. Coordinate with rooms keeping supervisor for the
delivery of processed items in accordance with X
establishment Standard Operating Procedures.
4. Coordinate with Front Office/ Housekeeping in X
accordance with Standard Operating Procedures.
5. Inform laundry office of his whereabouts in case X
of need for his service.
6. Coordinate with sorter/ marker about special X
instructions of guest.
7. Checking laundry items for damages and inform X
guest immediately if there are.
8. Rapport is established and feeling s of goodwill is
enhanced between the guest and the X X
establishment through good oral and written
communication.***
9. Information about individual guest is accessed
and utilized to provide personalized and quality X X
service.
10. Valet grooming and communication standards
are followed in accordance with establishment X
standards.
11. Luggage is unpacked, stored and packed neatly X X
in accordance with guest instructions.
12. Guest clothes are appropriately prepared and X X
presented, ready for guest use.
13. Shoes are correctly cleaned X X
14. Repairs are made or organized in accordance with X
15. Confidentiality regarding guest property and
activities is maintained in accordance with legal X X
and ethical standards.
NOTE: *Critical aspects of competency

Rating Sheet for Demonstration with Oral Questioning
Candidates Name:
Instructor Name:
Unit of Competency: Provide Valet/Butler Service
Qualification: NC II
Date of Assessment
Time of Assessment
Instruction for Demonstration:
The equipment, supplies and materials needed are provided. The candidate
must be able to provide valet/butler service.
Observation Checklist Check (/) to show if
evidence is
demonstrated
During the demonstration of skills, the candidate: YES NO N/A
1. Identify services required or preferred by guests in
accordance with establishment procedures.
2. Establishes rapport and goodwill with guests through
3. Coordinate with rooms keeping supervisor for the
delivery of processed items in accordance with
establishment Standard Operating Procedures.
4. Coordinate with Front Office/ Housekeeping in
accordance with Standard Operating Procedures.
5. Inform laundry office of his whereabouts in case of
need for his service.
6. Coordinate with sorter/ marker about special
instructions of guest.
7. Checking laundry items for damages and inform
guest immediately if there are.
8. Rapport is established and feeling s of goodwill is
enhanced between the guest and the establishment
through good oral and written communication.
9. Information about individual guest is accessed and
utilized to provide personalized and quality service.
10. Valet grooming and communication standards
are followed in accordance with establishment
standards.
11. Luggage is unpacked, stored and packed neatly
in accordance with guest instructions.
12. Guest clothes are appropriately prepared and
presented, ready for guest use.
13. Shoes are correctly cleaned
14. Repairs are made or organized in accordance
with establishment procedures.
15. Confidentiality regarding guest property and
activities is maintained in accordance with legal and
ethical standards.
Oral Questioning
Questions: Satisfactory
Response
The candidate should answer the following YES NO
questions:
1. What is the difference in grooming and
communication standards between a butler and
room attendants?
2. Is it necessary to know different languages?
Why?
3. What is the best procedure in unpacking and
packing guest’s property
4. How will you clean shoes with beads and
accessories?
5. Can you show the necessary tools to repair
guest properties?
6. How can you establish good relationship
during your first meeting with the guest?
7. If the guest luggage handle got destroyed
while you were packing or unpacking things,
how will you handle this?
8. What would you do if you found deadly
weapon/drugs in the guest luggage while
unpacking?
The candidate underpinning knowledge was:
Satisfactory Not Satisfactory
Feedback to candidate:
Candidate’s name: Date:

Instructor’s Name: Date:
TEST I:
REFERENCES
Crespo, Amelia M. and Roldan, Amelia S. HOUSEKEEPING
MANAGEMENT Roldan, Amelia S. FRONT OFFICE PROCEDURES &
GUEST RELATIONS Roldan, Amelia S. OPERATING A HOTEL &
RESTAURANT BUSINESS
INTERNET:
www.made-in-china.com
www.cw-usa.com
www.shopwynns.com
www.kabodle.com
www.ukwellborn.com
www.suwanneereptiles.com
www.nsclub.net
www.fotosearch.com
www.greenerhomecleaners.com
www.e-how.com

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COMPETENCY BASED LEARNING MATERIAL

Welcome to the Module in Providing Valet/Butler Service. This module

No. Unit of Competency Module Title Code

UNIT OF COMPETENCY : Provide valet/Butler Service

MODULE TITLE : Providing Valet/Butler

Service MODULE DESCRIPTOR:

NOMINAL DURATION: hrs.

Checking laundry for possible

Read information sheet 4.1-4 Read the information sheet. After

Answer Self-Check 4.1-4 Compare your answer to the answer key

Information Sheet 4.1-1

The Hotel Butler makes all the difference:

ANSWER THE FOLLOWING QUESTIONS.

1. Basic services of a hotel butler

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

Building Guest Rapport

Building Guest Rapport through Oral Communication

Research shows that good communication can improve relationships,

Talk to your guests

What is Rapport and how does it Related to Writing?

Here are Some Ways on How to Build Rapport

4. Holding Gaze: Eye to eye attraction

I. Answer the following question

1. What is rapport? Why building rapport is important in the

1. Rapport” is 'a feeling of sympathetic understanding', where two people

Procedures in Performing Valet Services

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

Legend: Yellow colored- Filled up by Guest

The rest are for Total Charge P 874.50

4. Inform the guest (if he is around) of the noted damage. If stains or

Date Developed: Document No.

Assessment Method: Demonstration

Trainee’ Name: Date:

 Accomplished the Laundry voucher and fill up the

Guest Hotel Articles Price Total Amount Damages if any

FOR WASHING OR DRY CLEANING

Information Sheet 4.1-4

Learning Objectives: After reading the INFORMATION SHEET, YOU MUST

1. it is complete with all

3. Endorse items to For items with special

Check the following:

Check on the following:

Assessment Method: Demonstration

Trainee’ Name: Date:

 Fold or hang the items (whichever is appropriate)

 Endorse items to valet runner for delivery

LEARNING OUTCOME # 2 PERFORM PROPER COORDINATION TO

Answer self-check 4.2-1 Compare your answer to the answer key

Answer self-check 4.2-2 Compare your answer with the

Answer self-check 4.2-2 Compare your answer with the

Information Sheet 4.2-1

Organizational Chart of the Housekeeping Department

1. What is the basic function of a valet runner?

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

1. What is the color tag for dry cleaning?

Assessment Method: Demonstration

Trainee’ Name: Date:

1. Count and check all items in the bag?

2. Mark/tag all items according to the type of required

3. Inform supervisor for special instructions of the

4. Endorse item for processing to the concerned

Clothes are covered

4. Prepare production report and damages report (If there is damage).

NAME OF GUEST: Mr. Juan dela Cruz