9/10 SPECIALIZATION (HOUSEKEEPING) HOUSEKEEPING Felix Enrique D. Hate MARIAN H. ALEJANDRINO Baesa High School Writer HOUSEKEEPING 9 Quarter 2 – Week 7 - 8 TLE 9/10 - HOUSEKEEPING Writer:Marian H.Alejandrino D e p Quarter a r t m e3n- tWeek o f 1E d u c a Team t i o nLeader: • R e Remy public of the Philippines Montebon Page 1 BUTLER AND VALET SERVICE This module is designed to acquire knowledge, skills, and attitude in performing the Housekeeping tasks by providing a series of learning activities to achieve the following learning competencies: 1) Discuss the basic roles of valet and butler service within the Philippines. Read the instructions below to accomplish the objectives intended for each lesson. Read and understand the content for each lesson. Follow the instructions carefully to perform the activities given. You may ask guidance from your teacher or guardian to further understand the lesson. Assess yourself and apply the concepts and skills that you have learned. Perform all activities given following the instruction. Have fun learning. After going through this module, you are expected to: 1. identify the role of a valet service; 2. describe service delivered by a valet; and 3. list down the valet services provided to the guests. Directions: Read each question carefully and choose the letter of the correct answer. Write the LETTER of the correct answer on your answer sheet. 1. It refers to the position employed by a hotel to provide a personalized and specialized service to guests for the duration of their stay. A. Butler C. Receptionist B. Guest Relation Officer D. Supervisor 2. It performs a range of services normally provided by room attendants in other rooms. A. Concierge C. Guide B. Confidant D. Housekeeper 3. The one who informs the guest of what is available both within and outside the venue, when it is available, how to get there and how to obtain entry, tickets, preferential treatment. A. Concierge C. Guide B. Confidant D. Organizer TLE 9/10 - HOUSEKEEPING Writer:Marian H.Alejandrino Quarter 3 - Week 1 Team Leader: Remy Montebon Page 2 4. Which of the following is NOT the function of a guest relations? A. dealing with guest’s any problems that arise during the stay. B. ensuring the guest has a pleasant stay in the venue. C. guaranteeing that guest’s expectations are met. D. organizing the activities of the guest 5. Which of the following is TRUE about the supervisor? A. meeting guest’s expectations C. overseeing the work B. monitoring the venue D. organizing the activities of the guest 6. Which of the following is NOT TRUE about the valet’s duties or services provided to the guest? A. Cleaning and polishing shoes B. Light pressing of garments – as required or requested. C. Offer personal service aside from main duties. D. Preparing guest clothes and footwear ready for use. 7. A front office staff member who operates the frontline desk, providing advice, direction, and information to guests about all aspects of the venue, the local area, products, services, and facilities? A. Concierge C. Guide B. Confidant D. Organizer 8. Which of the following in NOT TRUE about butler? A. confidant of the guest C. male only B. personal assistant of guest D. organize activities of the guest. 9. The following are characteristics of a valet EXCEPT ONE? A. front-of-house member of staff B. guest contact staff’s member B. staff who work behind the scenes. D. service provider 10. What primary role of a butler where they perform a liaison and supervision duties and one of the service provisions? A. front-of-the-house member of staff B. guest contact staff’s member. B. valet-runner D. service provider DIRECTIONS: List down the common problems of tools, equipment and supplies and its proper use and maintenance. TOOLS, EQUIPMENT AND SUPPLIES COMMON PROBLEMS PROPER USE AND MAINTENANCE Vacuum cleaner Polishing machines Trolley Mops and brushes Dusting cloths, rags and sponges TLE 9/10 - HOUSEKEEPING Writer:Marian H.Alejandrino Quarter 3 - Week 1 Team Leader: Remy Montebon Page 3 Butler Service A butler is a senior servant in a well-to-do household. The position and its precursors have existed for centuries and have evolved. Valet or varlet is a “French Term” that means “male servants”. On the other hand, “Housekeeper” is for “Woman”. In modern usage, the butler oversees the foodservice, wine, spirits, and silver, supervises other servants, and may perform a wide array of household management. Butlers may also be titled Mayordomo, Butler administrator, Staff Manager, and Head of the Household staff, and in the grandest homes or when the employer owns more than one residence, there is sometimes as Estate Manager or higher rank than the butler. Nowadays, the Hotel Valet/ Butler is an employee who performs personal services for guests. Butler is also known as “Personal Assistant of Guest” or (P.A). Butler is usually in a five-star hotel. Butlers have traditionally been male, and this remains the norm. Today female butlers are sometimes preferred, especially for work within Middle and Far eastern families where it may be culturally problematic for males to work closely with females in a househo9ld. Western female celebrities may also prefer a female butler, where the wife is driving the decision to hire a butler, and in 2004 Buckingham Palace announced it was actively recruiting females for the position. Provide Valet Services to Guests The tasks assume by a valet applies to all establishments where specialist valet or butler services are conducted. The job of the valet A valet, sometimes also known as a 'butler', is employed by a hotel to provide a personalized and specialist service to guests for the duration of their stay. They add a degree of service, class, and style many people associate with indulgence and opulence. Valet services are not common. Indeed, not all establishments provide valet service, and the position may not exist in some countries. Many hotels will only supply a valet parking service. Nevertheless, international guests may have very high levels of expectation concerning the service provided by valets, especially American and Japanese guests. Many expect the same level of service provided by other upmarket hotels around the world. The many roles of a valet Many regards the valet as providing a combination of roles each with its demanding level of personalized and individualized services. The various roles include: TLE 9/10 - HOUSEKEEPING Writer:Marian H.Alejandrino Quarter 3 - Week 1 Team Leader: Remy Montebon Page 4 Housekeeper – performing a range of services normally provided by room attendants in other rooms. Confidant – being a trusted person whom the guest can confide in when they need to talk or share an idea, experience, or opinion. Guide – informing the guest of what is available both within and outside the venue, when it is available, how to get there and how to obtain entry, tickets, preferential treatment. Concierge – A front office staff member who operates the concierge desk, providing advice, direction, and information to guests about all aspects of the venue, the local area, products, services, facilities, and anything else the guest wishes to know about while all valets work together with the concierge in a venue, many valets often take the role of concierge for the guests they are looking after. Organizer – organizing activities including reservations, tickets to shows, entry to events, meetings with people, daily schedules, on behalf of and under the direction of the guest. Supervisor – overseeing the work of other people (venue employees and outside workers) who provide products and service to the guest. Guest relations – ensuring the guest has a pleasant stay in the venue, ensuring their expectations are met, and dealing with any problems that arise during the stay. A valet may indeed be all these and more. Exactly what a valet is or the services they provide, depends greatly on the needs of the individual guest. There is a special relationship between the valet and the concierge, especially the nature of the working relationship between them that demands instant responses to guest needs, quick supply of information, and general professional support. The valet must be able to respond immediately and appropriately to the needs of individual guests who may all have widely diverse demands. It is a tough position but, without doubt, an extremely worthwhile one. The role of valet would generally be undertaken by experienced staff members or other people with sound organizational and interpersonal skills. Depending on the organizational structure of the venue, valet may be in Housekeeping, Front Office or another appropriate department such as Finance or Sales and Marketing. The valet is always: A front-of-house member of staff – they are not “back of house‟ staff who work behind the scenes. A guest contact staff member – as opposed to a manager or administration officer. A service provider – while they perform some liaison and supervision duties their primary role is one of service provision. The main duties of a valet TLE 9/10 - HOUSEKEEPING Writer:Marian H.Alejandrino Quarter 3 - Week 1 Team Leader: Remy Montebon Page 5 The main duties of a valet refer to the services they provide to their guests. The nature and extent of these services will vary between guests with some guests demanding constant attention and others requiring little in the way of valet service. Services can include, but are not limited to: Valet runner - Professionally and confidentially communicating – with the guest and on behalf of the guest. Unpacking and storing guest luggage Preparing guest clothes and footwear – ready for use Light pressing of garments – as required or requested. Packing guest luggage – for their departure Cleaning and polishing shoes – as required or requested. Repairing, or organizing the repair of, clothes and other guest belongings Assisting the organization of guest needs and requests including wake-up calls, newspapers, coffee, and tea. Monitoring the provision of establishment services to the guest – both in-room and throughout the venue. This may include: o Arranging and supervising the provision of room service for meals, snacks, parties, and drinks o Organization and implementation of functions for the guest in their room or a function room at the venue Recording services that have been delivered – for quality control and accounting procedures. Preparing room before the guest arrives – by providing various items such as fruit bowls, complimentary gifts, bathrobes, chocolates, or flowers. Looking after guest laundry and dry-cleaning needs – on an ongoing basis for the duration of their stay Organizing and processing secretarial duties upon request – such as messages, faxes, packages, translation, postage, and use of the business facilities at the property. Arranging restaurant bookings, car hire, tours, specified purchases of gifts or other items Organizing activities to meet guest needs – such as arranging special functions in the venue, booking local excursions and tours, and making reservations for the theatre, shows, dining, and special events. Provision of local advice (the concierge‟ function) including: o Recommendations for dining and shopping TLE 9/10 - HOUSEKEEPING Writer:Marian H.Alejandrino Quarter 3 - Week 1 Team Leader: Remy Montebon Page 6 o Suggestions for transport and sight-seeing o Options for tourism and leisure activities o Acquisition of personal services Making, altering, or confirming travel arrangements. Before guest arrival the valet must: o Investigate background information and knowledge about guest preferences and previous history with the establishment. o Take action to ensure promises made to the guest are met when the guest arrives. On guest departure the valet must: Record and process guest charges and accounts – for billing and payment Assist in the maintenance of guest history files – to provide relevant and up-to-date information about the guest/VIP. De-brief with management – to identify lessons learned, determine changes needing to be made to SOPs, and whether management needs to contact the guest to make an apology. Activity 1: INSTRUCTIONS: Complete the table. Describe each role of the valet and give situation where you can apply the said role. ROLE OF A VALET Housekeeper DESCRIPTION EXAMPLE Confidant Guide Concierge Organizer Supervisor Guest Relation TLE 9/10 - HOUSEKEEPING Writer:Marian H.Alejandrino Quarter 3 - Week 1 Team Leader: Remy Montebon Page 7 Activity 2: INSTRUCTIONS: List down at least ten (10) main duties of a valet / or the services they provided to the guests. 1.____________________________ 6.____________________________ 2.____________________________ 7.____________________________ 3.____________________________ 8.____________________________ 4.____________________________ 9.____________________________ 5.____________________________ 10.____________________________ Activity 3 INSTRUCTIONS: Cut pictures that exhibit main duties of a valet / or the services they provided to the guests. Compile it in short bond paper and write a short description in each. Content Excellent 5 points Satisfactory 4 Points Good 3 Points Excellent compilation of pictures of main Good compilation of pictures of main Adequate compilation of pictures of main duties of a valet. The compilation of Creativity pictures is and creatively made Cleanliness and clean. The pictures are clear; description Clarity is accurate and easy to understand. Needs Improvement 1-2 points Limited compilation of pictures of duties of a valet. main duties of a valet. The compilation of pictures is simple and clean. The compilation of pictures is simple but not presented neatly. No signs of creativity, nor completely neat. The pictures are clear; the description is slightly complex. The pictures are clear; description is unclear. Pictures and description are unclear. duties of a valet. A valet, sometimes also known as a 'butler', is employed by a hotel to provide a personalized and specialist service to guests for the duration of their stay. They add a degree of service, class, and style many people associate with indulgence and opulence. The nature and extent of the services of a valet will vary between guests with some guests demanding constant attention and others requiring little in the way of valet service. A. FACT OR BLUFF on the main duties of a valet TLE 9/10 - HOUSEKEEPING Writer:Marian H.Alejandrino Quarter 3 - Week 1 Team Leader: Remy Montebon Page 8 Directions: Write FACT if the statement is correct, BLUFF if not, then, write your answer in the space provided before each number. __________1. Light pressing of garments is required. __________2. Preparing guest clothes and footwear – ready for use __________3. Unpacking and storing guest luggage __________4. Assisting the organization of guest needs and requests excluding wake-up calls, newspapers, coffee, and tea. __________5. Monitoring the provision of establishment services to the guest – both in-room and throughout the venue. __________6. Recording services that have been delivered – for quality control and accounting procedures. __________7. Preparing room before the guest arrives – by providing various items such as fruit bowls, complimentary gifts, bathrobes, chocolates, or flowers. __________8. Looking after guest laundry and dry-cleaning needs – on an occasional basis for the duration of their stay. __________9. Organizing and processing secretarial duties upon request – such as messages, faxes, packages, translation, postage, and use of the business facilities at the property. __________10. Arranging restaurant bookings, car hire, tours, specified purchases of gifts or other items. 1. Directions: Read each question carefully and choose the letter of the correct answer. Write the LETTER of the correct answer on your answer sheet. 1. It refers to the position employed by a hotel to provide a personalized and specialized service to guests for the duration of their stay. A. Butler C. Receptionist B. Guest Relation Officer D. Supervisor 2. It performs a range of services normally provided by room attendants in other rooms. A. Concierge C. Guide B. Confidant D. Housekeeper 3. Which of the following is TRUE about the supervisor? A. meeting guest’s expectations C. overseeing the work. B. monitoring the venue D. organizing the activities of the guest 4. Which of the following is NOT TRUE about the valet’s duties or services provided to the guest? A. Cleaning and polishing shoes B. Light pressing of garments – as required or requested. C. Offer personal service aside from main duties. D. Preparing guest clothes and footwear ready for use. 5. A front office staff member who operates the frontline desk, providing advice, direction, and information to guests about all aspects of the venue, the local area, products, services, and facilities? A. Concierge C. Guide B. Confidant D. Organizer 6. Which of the following in NOT TRUE about butler? TLE 9/10 - HOUSEKEEPING Writer:Marian H.Alejandrino Quarter 3 - Week 1 Team Leader: Remy Montebon Page 9 C. male only A. confidant of the guest B. personal assistant of guest D. organize activities of the guest 7. The one who informs the guest of what is available both within and outside the venue, when it is available, how to get there and how to obtain entry, tickets, preferential treatment. A. Concierge C. Guide B. Confidant D. Organizer 8. Which of the following is NOT the function of a guest relations? A. dealing with guest’s any problems that arise during the stay. B. ensuring the guest has a pleasant stay in the venue. C. guaranteeing that guest’s expectations are met. D. organizing the activities of the guest 9. The following are characteristics of a valet EXCEPT ONE? A. front-of-house member of staff C. guest contact staff’s member B. staff who work behind the scenes. D. service provider 10. What primary role of a butler where they perform a liaison and supervision duties and one of the service provisions? A. front-of-the-house member of staff C. guest contact staff’s member. B. valet-runner D. service provider Based on what I learned in this module, How do the sills and other things I learned relate to my daily life? How can the skills and what I learned help me work better? What steps can I take to improve any of the skills or attitudes that I learned more about? Use this space to answer these questions and reflect about your ongoing learning. TLE 9/10 - HOUSEKEEPING Writer:Marian H.Alejandrino Quarter 3 - Week 1 Team Leader: Remy Montebon Page 10