LEARNING OBJETIVES I: After going this module, you are expected to: 1.1 Discuss basic roles of valet and butler service within the Philippine hospitality industry. 1.2 Establish rapport and enhance feelings of goodwill between the guest and the establishment through principles of good communication in accordance with the establishment standards. Lesson 1: Identify the role of a valet Describe the services delivered by a valet Introduction This unit applies to all establishments where specialist valet or butler services are conducted. This Section identifies the tasks a valet undertakes. The job of the valet A valet, sometimes also known as a 'butler', is hotel to provide a personalised and specialist guests for the duration of their stay. employed by a service to They add a degree of service, class and style associate with indulgence and opulence. many people Valet services are not common. Certainly not all establishments provide valet service and the position may not exist in some countries. Many hotels will only supply a „valet parking‟ service. However international guests may have very high levels of expectation in relation to the service provided by valets, especially American and Japanese guests. Many expect the same level of service provided by other up-market hotels around the world. The many roles of a valet Many regard the valet as providing a combination of roles each with its own demanding level of personalised and individualised services. The various roles include: Housekeeper – performing a range of services normally provided by room attendants in other rooms Confidant – being a trusted person whom the guest confide in when they need to talk or share an experience or opinion can idea, 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 – 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 Organiser – organising 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) provide products and service to the guest who 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. It is true that a valet may 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 definitely a challenging position but, without doubt, an extremely rewarding one. The role of valet would generally be undertaken by experienced staff members or other people with sound organisational and interpersonal skills. Depending on the organisational structure of the venue, „valet‟ may be located 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 The main duties of a valet refer to the services they provide to their guests. The Position Description for „valet‟ at your venue will provide a good starting point regarding what they are expected to do. - 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: - Professionally behalf of the - Preparing - Light and confidentially communicating – with the guest and on guest Unpacking and storing guest luggage guest clothes and footwear – ready for use pressing of garments – as required or requested - Packing guest luggage – for their departure Establishing Good Communication Standards - A professional and confident communication with the guest will help in understanding and resolving differences of individuals, building trustd and respects and creating a harmony in work. Proper communication will help eliminate the misunderstanding that can cause conflict in the employee and guest relationship. Steps in good communication to guest: 1. Making eye to eye contact with the guest – Looking 2. 3. directly to the eyes of the guest with whom you interact will make a more successful communication. Showing positive attitudes and beliefs – Through showing honesty, patient, optimism, sincerity, and respect. Also these attitudes will bring impact to good communication. Listening attentively to the instruction of the guest- A good valet and butler professional should not only be able to speak effectively, one must also listen carefully to what the is saying. Personality Development - Grooming and personality presentation may be correlated to wearing of uniform, personal hygiene, and personal appearance. Having a Valet or butler kit will help in maintaining personal appearance and will help assist guest with little emergency problem that could come up from time to time. A valet’s kit should include the following: Small scissors or clippers Tweezer Hairbrush and comb Clothes brush Polishing and application brushes for shoes Disposable gloves Needle and an assortment of threads and buttons Safety pins in different sizes Thumbtacks Nail varnish remover Stapler with staples Eraser Liquid paper Adhesive labels A small first aid kit, making sure there are several sizes of plasters Matches or lighter, a valet should always carry a lighter in their pocket whenever guest needs one in lighting a cigarette. Good Grooming And Personal Hygiene - There are strict requirements concerning the grooming and personal presentation standards of valet or butler. One should be conscious of issues concerning the following: The need for high standards of grooming and personal presentation Valets need to be professionally groomed required to comply with the venue requirements in relation to personal presentation, personal hygiene and and are A valet's presentation will have a lasting on the guest and it is important this be of the highest standard at all times. impression impression uniform. Note the use of the words „at all times‟. Valet must look as presentable five minutes before they finish, as they did when they started. Other staff may have the luxury of allowing their appearance to show „wear and tear‟ during the working shift, but valets do not. How you stand and move reflects on the image of your personal presentation. Be aware of your posture, body language and the speed of your movement. Dignity is a good word to bear in mind. A valet should carry themselves and discharge their duties with dignity. Remember a uniform, as well as personal grooming and deportment, completes the physical side of a valet’s professional and personal presentation. The uniform deserves, merits and demands appropriate attention. Make sure you know and abide by any venue-specific requirements relating to personal presentation, grooming and uniform. Wearing Uniform - Significant characteristics: • It fits properly so it looks good, enables freedom of movement and is comfortable to wear • It is kept clean. It is a standard requirements to have at least one change of clothes available to them at work so uniforms can be changed when they get dirty. • It remains in good repair. There must be no loose threads or missing buttons. • Type and style of shoes to be worn such as black, polished leather shoes. • Whether or not a name tag is worn. Most valets or butler do not wear a nametag as this is seen as detracting from and/or demeaning the position of valets or butlers • A jacket is worn by a valet and they commonly wear a different color or style of epaulette to distinguish them from other service staff. • A tie according to the required color. Procedure in Performing Valets Services - Policies and Procedures relating to the stipulation of valet or butler services can be expected to be relatively standard across the industry. Picking, Checking, Sorting, Endorsing and Delivery of laundry. - One of the responsibilities of a valet or butler is to make sure that all laundry used by the hotel as well as any guest laundry requests are clean and delivered on time. Below are specific task of a valet or butler; Responsible for the collection and delivery of guest laundry needs like dry cleaning, pressing and washing. Make sures all of the items are properly checked and labeled correctly. Work closely with the housekeeping and laundry team to deliver items on time. Give feedback to the laundry supervisor of any poor quality service or any problems like missing laundry item, delays or damaged items. Ensure all laundry is inspected before dispatched Make sure that guest laundry, dry cleaning and pressing are collected and returned as quickly and efficiently as possible. Check carefully the quality of guest items and the exact number before returning them to guests. Procedure in Keeping laundry Area Clean - A lot of dirty works are done in the laundry area. It is therefore a must to keep it clean and tidy by effi9ciently following a step by step guides: Sort linen and other items to be washed and deliver them to required areas. Maintain the laundry or valet work area in a tidy and orderly manner. Observe all health and safety regulations when using laundry equipment. Clear all clutter to avoid problems in work area. Dispose properly stuff that is not to be used anymore. Make use of proper disposal. Clean all walls and cabinets to avoid dirt build up. Clean laundry equipment using these steps: WASHER - Sanitize the inside and clear away soap scum by using a vinegar DRYER - Wiping through a damp cloth or by using fabric softener sheet, take note that it can cause build up on the screen so wash or vacuum the area. SINK AND COUNTERTOPS - Clean by washing cleaner with a cloth and wipe the faucet with a microfiber cloth. FLOOR - Start cleaning from far corner of the area, vacuum rugs, and run a mop underneath all equipment. Clean also areas behind the appliances. IRON Clean iron by making paste of baking soda and water to clean up mineral deposits build up.
