CRT LEARNING MODULE 12

Course Code H. E 01
Course Title Housekeeping Procedures
Hours 320 hours
Module Title Provide Valet/Butler Service

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 College for Research & Technology of Cabanatuan

HOW TO USE THIS DIGITIZED LEARNING MODULE

Welcome to the module in Housekeeping Procedures. This module contains

training materials and activities for you to complete this module.

The Unit of Competency “Provide Valet/Butler Service” covers the

knowledge, skills and attitudes required as part of the competencies to complete so
as to qualify in the National Certification in Housekeeping NCII.

You are required to go through a series of learning activities in order to

complete each learning outcome of the module. Each of the learning outcomes is
provided with Modules. Follow these activities on your own and answer the self-
check at the end of each learning outcome. You may remove a blank answer sheet
at the end of each module (or get the answer sheets from the online facilitator) to
write the answers for each self-check. If you have questions, don’t hesitate to ask
your facilitator for assistance.

This module was prepared to help you achieve the required competency in
Housekeeping NC II. This will be the source of Information for you to acquire
knowledge and skill in this particular trade independently and at your own pace, with
minimum supervision of help from your instructor.

 Talk to your online facilitator and agree on how you will both organize the
Training of this unit. Read each 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 Modules and complete self-check. Suggested references are included to
supplement the materials provided in this module.
 Most probably your facilitator will be your supervisor or manager. Your online
facilitator will support and correct you.
 Your online facilitator will tell you about the important things you need
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 new skills during regular work shifts. This way
you will improve both your speed and memory and also your confidence.
 Talk to more experienced workmates and ask for their guidance.
 Kindly the self-check questions at the LMS (EDMODO) to test your own
progress.
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 When you are ready, ask your online facilitator to watch you online via Zoom
or Google Meet to perform the activities outlined in this module.
 Ask your online facilitator work through the activities: ask for written feedback
on your progress. Your online facilitator keeps feedback/pre-assessment
reports for this reason. When you have successfully completed each element,
ask the facilitator to mark on the reports that you are ready for assessment.
 When you have completed this module, and feel confident that you have
sufficient practice, your online facilitator will arrange an appointment with
registered assessor’s to assess you. The results of your assessment will be
recorded in your competency Achievement Record.

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 HOUSEKEEPING PROCEDURES

Contents of this Learning Module

No. Module Title Topic Code

1 Provide Ethical Module 12.1

Valet/Butler Standards for
Service Guest Security
and
confidentiality

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 MODULE CONTENT
MODULE TITLE : Provide Valet/Butler Services

MODULE DESCRIPTOR:
This course is designed to enhanced the knowledge, skills, and attitude in
housekeeping specifically it covers provision of housekeeping services to the guest,
preparing room for the guest, cleaning the premises, provision of valet service,
laundry linen and guest clothes.

Number of Hours:
6 hours

LEARNING OUTCOMES:
At the end of this module you MUST be able to:

1. Learn ethical standards for guest security and confidentiality.

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 MODULE 12.1

ETHICAL STANDARDS FOR GUEST SECURITY AND CONFIDENTIALITY

The hospitality industry provides food, lodging and entertainment to a wide

variety of patrons in multiple contexts. Your staff will regularly deal with confidential
patron information and may learn things about patrons that should be kept private.
No specific laws govern confidentiality in the hospitality industry, but your contracts
and policies should clearly dictate what degree of privacy customers can expect.

Hospitality businesses routinely swipe customer credit cards and may gain
other sensitive financial data, such as a customer's bank account information. If you
inadvertently leak this data, you could be legally liable for your negligence, resulting
in costly lawsuits. You'll need to take precautions such as password protecting
customer data and encrypting data you send across your network, in addition to
adopting common-sense steps, such as not repeating a customer's credit card
number within earshot of another patron.

Restaurants and hotels frequently offer guests wireless access, but this perk
can come with some liabilities. If your connection isn't password protected, anyone
can access the system. And even with a password, computer-savvy network users
can gain access to another user's data. Make sure your customers know about these
risks, and advise them of any specific steps you've taken -- such as encrypting data
or using a secure connection -- to ensure their confidentiality.

When a customer signs an agreement with your business, that agreement is

no longer a proposal or suggestion; it's legally binding. If you promise a customer a
specific amount of confidentiality and then break that agreement, you've broken
your contract and can be sued. For example, a hotel that agrees not to alert the
press that a celebrity is staying there can't later change its mind without facing legal
consequences.

No one can contract to engage in illegal behavior, and if someone is in

immediate danger, it's your duty to take steps to protect him. For example, if you
hear screams coming from a hotel room, you have no obligation to keep quiet, even
if you've promised the guest not to let anyone know he's staying there. Hospitality
workers don't have any special legal authority, so they can't physically restrain a
customer. Instead, they should call the police if they suspect criminal activity.

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 Because people sleep, eat and occasionally live in hotels, confidentiality is at a
premium. The U.S. Supreme Court has established that hotel customers have a
"reasonable expectation of privacy" in hotel rooms. Consequently, police officers
have to get a warrant to search a guest's room. You can't enter or search a guest's
room without her explicit consent, but guests are not entitled to any special privacy.
If another guest can hear a conversation due to thin walls, for example, this is not a
confidentiality violation.

Securing guest luggage must adhere to the following standards:

 Never allow unauthorized people to handle or take items from the

luggage.
 Restrict access to areas where the guest’s luggage is stored or being
unpacked. If possible, close and lock doors of the guest’s room or
suite.
 Notify the guest or his or her staff as to where the luggage has been
taken for storage.
 Check tags on bags. Take remedial actions if as necessary if damage is
seen.
 Verify locks on bags if fully operational and advice when locks are
damaged or missing.
 Look for evidence of tampering and advise the guest if this is detected.

A higher standard privacy and security protection is normally provided for the
guests. This may mean liaising with in-house security staff as well as liaising with
security personnel. There is a need for valets to:

 Subject to various security checks.

 Cooperate with security personnel and
 Provide misleading information to others.

Confidential workplace information can generally be broken down into three

categories: employee information, management information, and business
information.
Employee Information: Many states have laws which govern the
confidentiality and disposal of “personal identifying information” (e.g., an employee’s
Social Security number, home address or telephone number, e-mail address,

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Internet identification name or password, parent’s surname prior to marriage or
driver’s license number).

What Steps Can Be Taken To Better Protect Confidential Information?

Develop written confidentiality policies and procedures: Every

business/organization should have a written confidentiality policy (typically in its
employee handbook) describing both the type of information considered confidential
and the procedures employees must follow for protecting confidential information. At
the very least, we recommend employers adopt the following procedures for
protecting confidential information:
o Separate folders should be kept for both form I-9s and employee medical
information.
o All confidential documents should be stored in locked file cabinets or rooms
accessible only to those who have a business “need-to-know.”
o All electronic confidential information should be protected via firewalls,
encryption and passwords.
o Employees should clear their desks of any confidential information before
going home at the end of the day.
o Employees should refrain from leaving confidential information visible on their
computer monitors when they leave their work stations.
o All confidential information, whether contained on written documents or
electronically, should be marked as “confidential.”
o All confidential information should be disposed of properly (e.g., employees
should not print out a confidential document and then throw it away without
shredding it first.)
o Employees should refrain from discussing confidential information in public
places.
o Employees should avoid using e-mail to transmit certain sensitive or
controversial information.
o Limit the acquisition of confidential client data (e.g., social security numbers,
bank accounts, or driver’s license numbers) unless it is integral to the
business transaction and restrict access on a “need-to-know’ basis.
o Before disposing of an old computer, use software programs to wipe out the
data contained on the computer or have the hard drive destroyed.

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 A confidentiality policy should also describe the level of privacy employees can
expect relating to their own personal property (e.g., “for your own protection, do not
leave valuable personal property at work and do not leave personal items —
especially your purse, briefcase or wallet — unattended while you are at work”) and
personal information (e.g., “your medical records are kept in a separate file and are
kept confidential as required by law”).

Finally, all businesses/organizations should have their confidentiality policies

reviewed to ensure compliance with state law. For example, the New York Employee
Personal Identifying Information Law, which became effective January 3, 2009,
requires the creation of policies and procedures to prevent the prohibited use of
“personal identifying information” and requires employers notify employees of such
policies and procedures.

Train management and employees on confidentiality policy: Oftentimes, simply

having a written confidentiality policy is not enough. In order for the confidentiality
policy to be effective, managers, supervisors and employees must be educated on
confidentiality issues and the company’s policies and procedures. Management and
employees should be allowed an opportunity to ask questions about the policies, and
everyone should be trained to avoid putting sensitive information in e-mails. Many
companies and organizations include this training as part of the new-hire/orientation
process.

Management should also be instructed as to the proper way of communicating

with the company’s inside and outside counsel so as to ensure that certain work-
related documents and e-mails are protected by the attorney-client privilege.

Consider Having New and/or Current Employees Sign a “Non-Disclosure”

Agreement:

These agreements go by many names. Sometimes they are called “non-

disclosure agreements,” and other times they are called “proprietary information
agreements.” Regardless of title, these agreements are contracts designed to protect
the confidential “business information” described above (e.g., “trade secrets”).

These agreements are vital to most businesses today, especially considering

the ease in which employees can now electronically transfer large amounts of
information, much of which would be incredibly damaging in the hands of a
competitor.

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 When it comes to confidentiality, prevention and deterrence is key. The first
question we ask our clients when they contact us in response to a potential
confidentiality breach is “do you have a confidentiality policy and/or non-disclosure
agreement?”
The stronger your policies and agreements, the better you are prepared to
take quick and effective action to protect your business/organization. Of course, we
are always available to counsel employers in the area of confidentiality and to
develop policies and agreements that provide businesses with the proper
safeguards.

As industry veterans and careful industry observers know, effective employee

training, especially those on the front-line of guest contact and the delivery of guest
services, is paramount. Hotel employees must know what is required and expected
of them under the policies and procedures, and perform accordingly.

By its nature, the hotel industry is focused on providing guests with consistent
excellent guest services that lead to a consistent positive guest experience. In order
for owners and operators to consistently deliver such excellent guest experiences,
they would be wise to revisit and re-examine current training and operations, and
make any modifications needed to reasonably ensure the safety, security and privacy
of their guests.

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 SELF CHECK 12.1

SHORT ANSWER:

1. What is the ethical standards for guest security and confidentiality?

2. What will you do as a Current Employees Sign a “Non-Disclosure” Agreement?

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