IMMACULATE CONCEPTION POLYTECHNIC

SENIOR HIGH SCHOOL

Marian Road, Poblacion, Sta.Maria, Bulacan

Module 5

HOUSEKEEPING LABORATORY
Manual
LESSON 5
Providing butler and valet service

BUTLER SERVICE
A butler is a senior servant in a well to do house hold; a multi task multi skilled hotel employee.

When you arrive, the butler will…

 Ensure accommodation is ready.
 Greet upon arrival.
 Process your registration in your room.
 Offer to unpack luggage.
 Offer welcome beverage.
 Offer complimentary pressing.

Take note of any requirements guest may have on arrival. During your stay, The butler will...
 Take room service order for breakfast, lunch or dinner.
 Handle your laundry, dry cleaning or pressing request.
 Liaise with housekeeping over servicing of suite.
 Offer to draw a scented bubble bath.
 Tidy your wardrobe.
 Ensure that your suite is maintained in perfect condition.
 Check and restore suite bar.

At Departure, the butler will…

 Offer to pack your things.
 Present your account in advance of check out.
 Arrange transport requirements.
 Coordinate Luggage pick up.
 Escort you to the lobby.
 Check your suite for any items you might have forgotten.

A butler also communicates with other department of hotel. The following ate the varied department
that a butler liaises with:

 Sales and marketing – a butler advises this department when VIP guest arrives, thus
coordinating their needs, request, and preferences.
 Front office and concierge- the products and service requested by guest are communicated to
these departments.
 Food and beverage – to provide food, drinks, catering, among others needed by guest,
coordination with this department must be established.

Attributes of a butler

Because of the very sensitive job the butlers hold in the hotel, the following attributes are needed to
become a successful butler:
  Pleasing personality and well groomed
 Attentive and courteous
 Tactful and discrete
 Resourceful and self-directed
 Articulate
 Fluent in hotel industry line of service
 Marketing skills

A butler must facilitate good communication toward guest. Communication may refer to the exchange
of ideas, messages, and information. There are two main types of communication – verbal and
nonverbal communication.

1. Verbal communication happens by speaking to each other. It has certain characteristics affect
how the message spoken is conveyed. These include the following
 Volume
 Tone
 Pace

2. Nonverbal communication, on the other hand, refers to signs, symbols, gestures, and
expressions used when communicating. All of these help to effectively convey messages. It is
an advantage to make use of the following to effectively use nonverbal communication
 Facial expression
 Gestures
 Body posture

Communication standards

Nevertheless to make building rapport through communication, some standards must be considered

1. Listening
2. Constant monitoring
3. Knowing when to speak and keep quiet
4. Keeping information about guest confidential
5. Communication using foreign language

Personal hygiene

A butler must ensure and maintain high standards of personal hygiene. The fallowing are some points
that a butler must adhere to:

 Hair and nails

 Jewelry and cosmetics
 Uniform

Butler kits

A butler is also advised to develop his or her own personal kit to maintain personal hygiene and assist
guest with their needs. Below are some items that may be included in a butler’s kit adopted from
William angliss of tafe trainee manuel:
  Small scissors or clippers
 Tweezers
 Hair brush and comb
 Clothes and application brushes for shoes
 Disposable gloves
 Needle and an assortment of threads and buttons
 Safety pins
 Thumb tacks
 Nail varnish remover
 Staple with stales
 Eraser
 Adhesive labels
 First aid kit
 Matches or lighter

BUTLER SERVICE SCRIPT:

Good morning ma’am/sir. I am ______ at your service. I am here to assist you in your room.

By the way ma’am/sir, may I help you with your luggage?

Is there any fragile thing inside?

May I know your room number?

Your room number is 580, it is on the fifth floor.

We will use the elevator to get there. This way please….

Please allow me to introduce to you our hotel. We have lots of amenities that will surely suit your
taste and needs. On our way to elevator, you will find our souvenir shop wherein you can buy
different stuffs. We also have 2 fine dining restaurants to choose from.

One is offering Italian dishes while the other is catering Chinese and Filipino dishes. We also have
Café at the left wing of the restaurants. At the lower ground floor, you will be impressed by our
Olympic size swimming pool wherein you can refresh and enjoy the water and our man-made falls.

If you want to be relaxed and have some make-over, our spa and salon will be ready to serve you
from 8:00am to 10:00pm. It is located at the right wing of the business center on the second floor. If
you notice, our hotel is at the heart of a commercial area. If you want to go shopping, the nearest
mall is about 5kms from the hotel. If you want to take a cab, just call our front office and they will
connect you to our security officer who will assist you in getting a cab.

We’re here at your room sir/ma’am. (knock 3 times and announce butler service before opening the
door.)

Open the door widely. Welcome to your room sir/ma’am. Please come in. Where do you want me to
put your luggage, ma’am/sir?
Do you want me to help you in unpacking your things?

Please allow me to introduce to you the amenities and equipment in your room.

1. You have your tv, it is cable ready with 120 channels. Just use the remote control to operate it.

2. You also have the mini bar. There are variety of beverage and snacks inside. The list is beside
the ref. with the price list per item. Anything that you consumed will be added to your bill.

3. The air-con is automatic. The temperature will adjust according to the cooling requirement of the
room. But if you want to adjust, you can use the remote control.

4. You have 2 beds, 1 is the queen size and the other 1 is single. If you will invite a friend to sleep
here, just inform our front office for proper documentation.

5. At the comfort room ma’am/sir. Hot and cold water is available. Red for the hot and blue for the
cold. You can adjust the water by opening both faucets and mixing of water. Bathroom supplies are
also available for your consumption.

6. You also have the telephone beside your bed. Local numbers of different departments in this hotel
are posted near the telephone. For outside call, you can dial nine and our operator will assist you in
getting the line.

Is there anything you want to know? / Is there anything I can do for you? I think I have given you all
the information that you need. But, if you still need our services, just call us at local 25 and we’ll be
happy to assist you.

Thank you ma’am/sir. Enjoy your stay in our hotel. Have a nice day.

Valet service

Valet service is performed by the valet who is assigned for collecting soiled linen and returning clean
linen to the valet service area for sorting, tagging. After completion of all procedures like packing,
attaching bill, the valet staff returns the clean linen to the guest rooms

Specific Duties:

1. Pick up guests’ items for laundry endorses them to sorter/marker for proper classification.

2. Checks laundry items for possible laundry damages and immediately informs guest about it. Also
indicates noted damages in the endorsement record.

3. Informs the sorter/marker about special instructions of guests regarding the latter’s laundry items;

4. Helps in sorting finished laundry items that are ready for delivery.

5. Delivery processed guest’s laundry making reference to tag number and room number and makes
sure these are delivered on time.

6. Coordinates with the rooms keeping supervisor for the delivery of all processed items when guests
are not in their room.
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. Helps in keeping the laundry area clean.

10. Performs other related duties as maybe assigned by his/her supervisor.

Valet Service SCRIPT:

“Telephone Conversation”

HSK: Housekeeping this is_____, how may I help you?

Guest: Yes. Could you please send someone to pick up my laundry?

HSK: Sure Ma’am, may I ask your room number, and your name please?

Guest: It’s room 524, and I am Milet Santos.

HSK: Thank you Ma’am Milet, expect our valet runner in a few minutes. Good day!

“Pick up of Laundry”

Valet Runner: (knock at the door 3 times) Valet service.

Guest: Wait a moment please.

Valet Runner: Good morning ma’am, I’m Josh from housekeeping. I am here to pick – up your
laundry.

Guest: Ah yes, here.

Valet Runner: May I check your laundry first.

Guest: Sure.

Valet Runner: In your laundry there are 2 pants, 4 t-shirts and 2 long dresses.

Guest: Yes, that is correct, when can I get back those clothes, because I’ll be leaving tomorrow.

Valet Runner: It depends on the service that you’re going to choose ma’am. We have 3 laundry
services here. The first one is the regular service, if you avail this, once your laundry is pick-up, it will
be delivered the next day at reasonable price. The second is special service, it usually take 8 hours
from the time your laundry was pick-up and you will be charged additional 50% extra from the original
price. The last one is express service. Your laundry will be finish in 3 hours, in this case you will incur
100% extra charge.

Guest: I’ll be taking the third one

Valet Runner: Ok ma’am, may I repeat your request.

Guest: yes please.

Valet Runner: You requested to laundry your 2 pants, 4 t-shirts and 2 long dresses with the use of
express service.

Guest: That is correct.

Valet Runner: Ma’am thank you for the complete information. We will finish your laundry in 3 hours.

Guest: Okay.

Valet Runner: Thank you ma’am, good day.

“Delivery Service”

Valet service: (knock 3 times). Valet service.

Guest: (open the door)

Valet service: Good afternoon ma’am, I’m here to deliver your laundry, where do you want me to put
this ma’am?

Guest: Great, it’s a very quick service huh! You can put that on my bed.

Valet service: Would you like me to double check it for you ma’am?

Guest: Yes please.

Valet service: Your laundries are 2 pants, 4 t-shirts and 2 long dresses.

Guest: That’s perfect! Thank you so much.

Valet service: You’re welcome ma’am, may I ask you to sign on your bill please?

Guest: (sign on the bill).

Valet service: Thank you ma’am, enjoy the rest of your stay here.

Guest: Your welcome.

Self-check
A. Enumerate and explain the five roles of a butler. Then write the attributes needed to play such
roles.

ROLES OF A BUTLRT ATTRIBUTES NEEDED

1.

2.

3.

4.

5.

B. Answer the questions that follow.

1. How should a butler speak to the guest?

___________________________________________________________________________
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2. What are the nonverbal cues that must be considered when talking to a guest?
___________________________________________________________________________
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3. What is the importance of building rapport to guest?

___________________________________________________________________________
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Activity
Create a video about butler service and valet service. The script is provided already in this module.