COMPETENCY-BASED LEARNING MATERIALS Sector: Tourism Qualification Title: Housekeeping NC II Unit of Competency: Provide Valet and Butler Service Module Title: Providing Valet and Butler Service Delcastle Technical High School San Antonio, Calapan City, Oriental Mindoro HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 5 of 165 HOW TO USE THIS COMPETENCY- BASED LEARNING MATERIAL Welcome! The unit of competency, " Provide Valet and Butler Service ", is only one of the competencies of Housekeeping NC II, a course which comprises the knowledge, skills and attitudes required for a trainee to possess. This module, Provide Valet and Butler Service, 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. It is the Core Modules in the National Certificate Level (NC II). In this module, you are required to go through a series of learning activities in order to complete each learning outcome. In each learning outcome are Information Sheets, Self-Checks, Operation Sheets and Task/Job Sheets. Follow and perform the activities on your own. If you have questions, do not hesitate to ask for assistance from your facilitator. Remember to: Work through all the information and complete the activities in each section. Read information sheets and complete the self-check. Suggested references are included to supplement the materials provided in this module. Most probably, your trainer will also be your supervisor or manager. He is there to support you and show you the correct way to do things. You will be given plenty of opportunities to ask questions and practice on the job. Make sure you practice your new skills during regular work shifts. This way, you will improve your speed, memory and your confidence. Use the Self-Checks, Operation Sheets or Task or Job Sheets at the end of each section to test your own progress. Use the Performance Criteria Checklist or Procedural Checklist located after the sheet to check your own performance. When you feel confident that you have had sufficient practice, ask your Trainer to evaluate you. The results of your assessment will be recorded in your Progress Chart and Accomplishment Chart. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 6 of 165 HOUSEKEEPING NC II List of Competencies No. Unit of Competency Module Title Code 1. Provide housekeeping Providing housekeeping services to guests services to guests 2. Clean rooms guests 3. Provide service 4. Laundry linen guests’ clothes and prepare Cleaning and preparing for incoming rooms for incoming guests valet/butler Providing service valet/butler and Laundering linen guests’ clothes and TRS5123111 TRS5123112 TRS5123113 TRS5123114 5. Clean public facilities equipment areas, Cleaning public areas, and facilities and equipment TRS5123114 6. Deal with/Handle Dealing with/Handling intoxicated guests intoxicated guests TRS5123115 HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 7 of 165 Module of Instruction Unit of Competency : Provide Valet and Butler Service Module Title : Providing Valet and Butler Service MODULE DESCRIPTOR: This unit of competency deals with the skills and knowledge required to provide valet/butler services in a commercial accommodation establishment. This role would generally be undertaken by staff members with sound organizational and interpersonal skills within limit of responsibility. NOMINAL DURATION: 60 hours LEARNING OUTCOMES: At the end of this module you must be able to: LO1. Provide valet services to guests LO2. Display Professional Standards LO3. Care for Guest Properly ASSESSMENT CRITERIA 1. 2. 3. 4. 5. Role of valet is defined in accordance with enterprise policy Valet services are prepared to be delivered Valet services is delivered within limit of responsibility Valet services is recorded Rapport is established and feelings of goodwill are enhanced between the guest within limit of responsibility 6. Knowledge of individual guest’s records is accessed and utilized to provide personalized and quality services based on guest instructions and enterprise policy 7. Valet grooming and communication standards are followed, in accordance with enterprise policy 8. Luggage is set in room based on guest instructions and enterprise policy 9. Guest clothes may be processed based on guest instructions and enterprise policy 10. Shoes are cleaned based on guest instructions 11. Repairs are made or organized based on guest instructions, in accordance with enterprise policy 12. Confidentiality of guest’s property and activities is maintained in accordance with legal and ethical requirements HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 8 of 165 LEARNING OUTCOME 1 PROVIDE VALET AND BUTLER SERVICE CONTENTS: Procedure in unpacking, storing and packing of luggage in accordance with guest instructions. Procedure in pressing and presenting guest’s clothes ready for use. Identify cleaning materials and supplies appropriate for shoes based on material of shoes. Cleaning and preparing of guests’ shoes in accordance with establishment standards. Basic darning and mending for clothing and linen and repair of other accessories. Protocols for ensuring optimum privacy and confidentiality for all guests. ASSESSMENT CRITERIA: 1. Luggage is set in room based on guest instructions and enterprise policy. 2. Guest clothes may be processed based on guest instructions and enterprise policy. 3. Shoes are cleaned based on guest instruction. 4. Repairs are made or organized based on guest instructions 5. Confidentiality of guest’s property and activities is maintained in accordance with legal and ethical requirements HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 9 of 165 CONDITION: Students/Trainees must be provided with the following: Tools Equipment Materials/Supplies Shoe brush Luggage carrier Cleaning agents Cleaning rags Flat iron Needles and threads Steam presser Pen and paper Ironing board Guest Portfolio Wardrobe ASSESSMENT METHOD: Interview Written Examination Demonstration of Practical Skills HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 10 of 165 Learning Experiences Learning Outcome 3 IDENTIFY VALET SERVICES Learning Activities Special Instructions Read Information Sheet no.3.3-1 Procedure in unpacking, storing and packing of luggage in accordance with guest instruction. Read information sheet. After reading the learner is encourage to answer the self check 3.3-1 Answer self check no. 3.3-1 Compare the answers to the answer keys no. 3.3-1 Perform task sheet 3.3-1 Evaluate your own work using Performance Criteria Checklist 3.3-1 Read Information sheet no. 3.3-2 Procedure in pressing and presenting guests’ clothes ready for use Read information sheet. After reading the learner is encourage to answer the self check 3.3-2 Answer self check no. 3.3-2 Compare the answers to the answer keys 3.3-2 Perform task sheet 3.3-2 Evaluate your own work using Performance Criteria Checklist 3.3-2 Read Information sheet no. 3.3-3 Identify cleaning materials and supplies appropriate for shoes based on material of shoes. Read information sheet. After reading the learner is encourage to answer the self check 3.3-3 Answer self check no. 3.3-3 Compare the answers to the answer keys 3.3-3 Read Information Sheet no 3.3-4 Cleaning and preparing of guests’ shoes in accordance with establishment standards. Read information sheet. After reading the learner is encourage to answer the self check 3.3-4 Answer self check no. 3.3-4 Compare the answers to the answer keys 3.3-4 Perform task sheet 3.3-4 Evaluate your own work using Performance Criteria Checklist 3.3-4 Read Information Sheet no 3.3-5 Read information sheet. After reading the learner is encourage to answer the self check 3.3-5 HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 11 of 165 Basic daring, mending for clothing and linen and repair of other accessories Answer self check no. 3.3-5 Read Information Sheet no 3.3.6 Protocols for ensuring optimum privacy and confidentiality for all guests. Answer self check no. 3.3-6 HOUSEKEEPING NC II Provide Valet/Butler Service Compare the answers to the answer keys 3.3-5 Read information sheet. After reading the learner is encourage to answer the self check 3.3-6 Compare the answers to the answer keys 3.3-6 Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 12 of 165 Information Sheet 3.3-1 Procedure in Unpacking, Storing and Packing of Guest’s Luggage Learning Objectives: After reading the INFORMATION SHEET, YOU MUST be able to: 1. Discuss issues related to handling guest luggage. 2. Understand the correct procedure in un-packing, storing and packing of guests' clothes and belongings. 3. Perform the correct procedure in un-packing, storing and packing of guests' clothes and belongings. Introduction A standard requirement for all valets is to deal effectively with guest luggage. In relation to this a valet/butler needs to: Organize transfer of the luggage to the rooms using other Front Office staff, porters or housemen Unpack the luggage and store the items Check and service the luggage Re-pack the luggage when guest departs. The need for care As part of their duties, the valet must care for all guest property. Primary requirements are you handle all items carefully to avoid damage, and action is taken to prevent theft or loss. Care is needed when transporting luggage, when unpacking items and when storing them. It is important to realize your actions when handling luggage or guest belongings is usually visible to others and they will quickly determine whether they believe you are treating items with care and respect or not. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 13 of 165 Taking luggage to guest rooms Porters or Housemen will usually take guest luggage to guest rooms. They may do this independently of the valet, who may be with the guest in their room now. Alternatively, the valet may accompany them and oversee or supervise this process. It is possible one valet stays with the guest and another valet accompanies the luggage. Luggage must be treated with care. Much of the luggage is extremely expensive and must not be treated roughly. Never throw luggage around and ensure the way items are stacked on trolleys does no harm to them. Avoid double-stacking as this can damage suitcases and crush contents. Ensure luggage does not fall off the trolley. Not only does this look bad but it also presents very real risks of damaging the luggage and breaking contents within the bags. A bag that is dropped and which contains a dutyfree two-liter bottle of Scotch will not only smash the bottle, but will also damage clothes and other items in the bag. Points to note relating to transferring luggage to rooms include: Organize sufficient staff – multiple porters are usually required to handle the relatively large volume of luggage VIP guests bring with them. Liaison with porters is essential when dealing with VIP guest luggage Arrange for sufficient trolleys – if insufficient trolleys are available a plan detailing the sequence of luggage delivery to rooms must be created. Ensure rooming sheets are available – and match luggage trolleys to each room being used by the VIP party. Each room must have its own trolley. Never try to accommodate luggage from different rooms on the same trolley. The VIP guest must be serviced first – the focus of delivering the luggage must be to get the bags to the primary guest before their retinue receives their luggage. Gratuities are never solicited – most VIP guests make an allowance for gratuities when they settle their account on departure. Porters will be advised during the staff briefing they are not to solicit gratuities Luggage trolleys must be clean and in good condition. Porters must make VIP guest luggage delivery their priority – they cannot deal with other matters, provide service to other guests or take directions for other tasks. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 14 of 165 Unpacking luggage The valet must follow guest requests and instructions regarding the unpacking and storing of items in their luggage as each guest has personal needs, individual habits and their own way of doing things. Remember, as valet you are there to serve and not to dictate. First step A first step in unpacking luggage is to obtain the keys necessary to open the luggage and the locks. Advise the guest if there is evidence of tampering. Comply with all guest requests and directions Some requests from guests when unpacking and storing items may include: Sending clothing to be dry cleaned or laundered Sending clothing to be pressed Need for shoe care, cleaning or polishing Hanging of suit and clothing bags in wardrobes or on hooks Brushing clothing to remove lint Hanging individual clothes in wardrobes on appropriate hangers Folding clothes and placing in drawers Providing or arranging basic clothing repairs such as sewing on of buttons, mending tears and stitching. Additional points When unpacking the guest’s luggage, you may also need to: Check the outsides of the luggage – and clean away any marks Place luggage on an appropriate surface in the room to avoid damage – the luggage rack is the most common area to use Remove all items from the luggage – making sure all items are clean and dirty items are sent for laundering, or otherwise cleaned as appropriate Place clothing and items appropriately: o Drawers – jumpers, casual shorts, T-shirts, underwear: ensure all clothes are neatly folded and stacked per color o Wardrobe – shirts, trousers, coats, suits, skirts, gowns o Hang similar items together – all suits together, all shirts together HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 15 of 165 o The purpose of correctly hanging and folding clothes and other items is to keep the garments ready for use and wrinkle free o Bottom of wardrobe – shoes: Place aside shoes requiring attention Position polished shoes in pairs and stack per color and occasions o Bathroom or make-up room: Toilet bags Make-up cases Storage of guest luggage Guest luggage may be dealt with in a variety of ways once it has been unpacked but guest preferences and directions must always be complied with. Options for dealing with unpacked luggage include: Removal of empty luggage to the venue “Luggage Room”. Every item is tagged to identify the room it came from to facilitate retrieval of the correct items for the correct room when re-packing and departure time arrives Storing of empty luggage in the guest’s room in designated luggage storage spaces – suites and VIP rooms commonly provide specific areas where luggage can be stored in-room Leaving nominated items of luggage in the room and taking other items to the Luggage Room Moving empty items of luggage to rooms occupied by members of the guest’s entourage. Dealing with damaged luggage Luggage can become damaged during travel and part of the valet’s job is to deal with these situations. When identifying damaged guest luggage as part of the unpacking process you should: Advise of the damage straight away – so they are aware of it as soon as possible. Advice may be provided to the guest or their staff Ask if the guest wants the luggage repaired or offer to have it repaired Enquire if the guest wants a substitute item of luggage obtained HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 16 of 165 Liaise with the guest to determine if they require you to follow-up on the damage by contacting an airline and seeking compensation. Guidelines in Packing Luggage Packing can be both challenging and a battle in attempting to eliminate the wrinkle war. While there are no “foolproof” remedies to avoid wrinkles, rolling and bundle wrapping packing methods are the best ways of packing luggage because they provide a lot of space for the baggage. Procedures: 1. As a Valet Runner, ask permission from the guest before touching his/her belongings (When packing expensive items such as electronic gadgets or jewelries, the valet runner should be assisted by a Supervisor/ House Managers) 2. Lay everything on the bed including the suitcase 3. Make a list of all items you will pack. 4. Use Personal Protective Equipment 5. Gather all the equipment, tools and materials needed in performing your tasks: 6. 7. 8. 9. 10. 11. 12. 13. 14. a. Luggage e. Shoes/slippers b. Zip lock bags f. Name tag c. Clothes (clean/ dirty) g. Mesh bag d. Toiletries Roll pajamas, night gowns, sweaters, and other casual wear to fill small spaces, when possible. Layer each rolled up outfit on the bottom of the suitcase Lay the first heavy clothing such as jacket or pants. Put it on top of the rolled items; lay it flat in the suitcase without folding. Put the next item on top - it should be placed in the opposite direction from the first item Pack each item one at a time in a clockwise direction and allow sleeves, pant legs, skirt lengths to hang over the edges as you stack more and more items. Select an object to form the core of the bundle (books, papers or magazine Put core object on top of the pile of clothes you have stacked. Start wrapping up your bundle. Begin with the last item you placed Wrap sleeves, pant legs, skirts lengths over the core; neatly wrap the ends of that item across the core bag on top of the pile a. Wrap each item as neatly as you can. b. Pack tightly. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 17 of 165 c. Packing loosely wastes precious space and causes clothes to wrinkle 15. Place your remaining luggage items, like shoes, around the perimeter of the bundle 16. Put tag for identification NAME, DESTINATION, TEL. NO. 17. Inform the guest that you have finished packing their luggage 18. Bid the guest goodbye. Security Standard security protocols must be adhered to when dealing with guest luggage: Never allow anyone apart from authorized people to handle or take items of luggage Restrict access to areas where guest luggage is stored or being unpacked – close and lock doors Notify the guest or their staff as to where luggage has been taken for storage Check tags on bags are intact – take remedial action as necessary Verify locks on bags are fully operational – advise where locks are damaged or missing Look for evidence of tampering – and advise where this is detected. Need for sensitivity Never force valet service on guests. While valets provide additional service to guests there may be times when guests simply want their privacy. They may be tired after a long flight, or they may require time alone to think and undertake personal tasks. Be alert for, and respond appropriately to, requests or non-verbal cues to leave the unpacking till later or for the guests to do it themselves. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 18 of 165 Self-Check 3.3-1 Multiple Choice Direction: Choose the correct letter of your answer. 1. What is the standard requirement for all valets/butler? A. Check and service the luggage B. Deal effectively with guest luggage C. Organize transfer of the luggage to the rooms using other Front Office staff, porters or housemen D. Unpack the luggage and store the items 2. It is needed when transporting luggage, when unpacking items and when storing them A. Alertness C. Care B. Attention D. Focus 3. A first step in unpacking luggage is A. Check the outsides of the luggage B. Obtain the keys necessary to open the luggage and the locks C. Place clothing and items appropriately D. Remove all items from the luggage 4. In unpacking guest’s luggage, what should be placed in the bottom of the wardrobe? A. make-up cases C. toilet bags B. shoes D. underwear 5. When packing expensive items such as electronic gadgets or jewelries, the valet runner should be assisted by A. Supervisors or House Managers B. Security Personnel C. Front Office Staff D. Housekeeper HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 19 of 165 ANSWER Self-Check 3.3-1 1. B 2. C 3. B 4. B 5. A HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 20 of 165 Self-Check 3.1-1 TRUE OR FALSE Direction: Read the following statement carefully. Write the word TRUE if the statement is correct, and FALSE if the statement is wrong. ________ 1. A standard requirement for all valets is to deal effectively with guest luggage. ________ 2. The valet must care for all guest property. ________ 3. Housekeeping personnel will usually take guest luggage to guest rooms. ________ 4. Porters must not make VIP guest luggage delivery their priority. ________ 5. When unpacking the guest’s luggage, you don’t need to check the outsides of the luggage ________ 6. As a Valet Runner, ask permission from the guest before touching his/her belongings ________ 7. Be alert for, and respond appropriately to, requests or non-verbal cues to leave the unpacking till later or for the guests to do it themselves. ________ 8. Verifying locks on bags are not fully operational. ________ 9. Shoes are placed on the bottom wardrobe. ________ 10. Always use Personal Protective Equipment when unpacking, storing and packing guest’s luggage. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 21 of 165 Answer Key 3.3-1 1. True 2. True 3. False 4. False 5. False 6.True 7. True 8. False 9. True 10. True HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 22 of 165 TASK SHEET 3.3-1 Title: Pack Guest Luggage Performance Objective: Given the supplies and materials needed, you should be able to pack guest luggage according to establishment procedures. Supplies and Materials: wardrobes, hangers Equipment: luggage carrier Steps and Procedures: 1. Ask permission from the guest before touching his/her belongings 2. Lay everything on the bed including the suitcase 3. Make a list of all items you will pack. 4. Use Personal Protective Equipment 5. Gather all the equipment, tools and materials needed in performing your tasks: a. Luggage b. Zip lock bags c. Clothes (clean/ dirty) d. Toiletries e. Shoes/slippers f. Name tag g. Mesh bag 6. Roll pajamas, night gowns, sweaters, and other casual wear to fill small spaces, when possible. 7. Layer each rolled up outfit on the bottom of the suitcase 8. Lay the first heavy clothing such as jacket or pants. Put it on top of the rolled items; lay it flat in the suitcase without folding. 9. Put the next item on top - it should be placed in the opposite direction from the first item 10. Pack each item one at a time in a clockwise direction and allow sleeves, pant legs, skirt lengths to hang over the edges as you stack more and more items. 11. Select an object to form the core of the bundle (books, papers or magazine) 12. Put core object on top of the pile of clothes you have stacked. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 23 of 165 13. Start wrapping up your bundle. Begin with the last item you placed 14. Wrap sleeves, pant legs, skirts lengths over the core; neatly wrap the ends of that item across the core bag on top of the pile a. Wrap each item as neatly as you can. b. Pack tightly. c. Packing loosely wastes precious space and causes clothes to wrinkle 15. Place your remaining luggage items, like shoes, around the perimeter of the bundle 16. Put tag for identification NAME, DESTINATION, TEL. NO. 17. Inform the guest that you have finished packing their luggage 18. Bid the guest goodbye. Assessment Method: Demonstration HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 24 of 165 Performance Criteria Checklist 3.3-1 Name: _______________________ Date: _______________ CRITERIA YES NO Did the trainee… 1. Ask permission from the guest 2. Lay everything on the bed including the suitcase 3. Make a list of all items you will pack 4. Use Personal Protective Equipment 5. Gather all the equipment, tools and materials needed in performing your tasks 6. Roll pajamas, night gowns, sweaters, and other casual wear to fill small spaces 7. Layer each rolled up outfit 8. Lay the first heavy clothing, put it on top of the rolled items; lay it flat in the suitcase without folding. 9. Put the next item on top 10. Pack each item one at a time in a clockwise direction 11. Select an object to form the core of the bundle 12. Put core object on top of the pile of clothes you have stacked 13. Start wrapping up your bundle 14. Neatly wrap all the items 15. Place your remaining luggage items around the perimeter of the bundle 16. Put tag for identification 17. Inform the guest that you have finished packing their luggage HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 25 of 165 18. Bid the guest goodbye. The trainee’s performance is Satisfactory Unsatisfactory Comments/Suggestions: ___________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Trainee’s Signature: Date: Trainer’s Signature: Date: HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 26 of 165 TASK SHEET 3.3-2 Title: Unpack Guest Luggage Performance Objective: Given the supplies and materials needed, you should be able to pack guest luggage according to establishment procedures. Supplies and Materials: wardrobes, hangers Equipment: luggage carrier Steps and Procedures: 1. Obtain the keys necessary to open the luggage and the locks 2. Check the outsides of the luggage – and clean away any marks 3. Place luggage on an appropriate surface in the room to avoid damage – the luggage rack is the most common area to use 4. Remove all items from the luggage – making sure all items are clean and dirty items are sent for laundering, or otherwise cleaned as appropriate 5. Place clothing and items appropriately: a. Drawers – jumpers, casual shorts, T-shirts, underwear: ensure all clothes are neatly folded and stacked per color b. Wardrobe – shirts, trousers, coats, suits, skirts, gowns c. Hang similar items together – all suits together, all shirts together o Bottom of wardrobe – shoes: Place aside shoes requiring attention Position polished shoes in pairs and stack per color and occasions o Bathroom or make-up room: Toilet bags Make-up cases Assessment Method: Demonstration HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 27 of 165 Performance Criteria Checklist 3.3-2 Name: _______________________ Date: _______________ CRITERIA YES NO Did the trainee… 1. Obtain the keys necessary 2. Check the outsides of the luggage 3. Place luggage on an appropriate surface in the room 4. Remove all items from the luggage 5. Dirty items are sent for laundering, or otherwise cleaned 6. Place clothing and items appropriately The trainee’s performance is Satisfactory Unsatisfactory Comments/Suggestions: ___________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Trainee’s Signature: Date: Trainer’s Signature: Date: HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 28 of 165 INFORMATION SHEET 3.3-2 Procedure in Pressing and Presenting Guest’s Clothes Learning Objectives: After reading the INFORMATION SHEET, YOU MUST be able to: 1. Know the proper procedure in pressing guest’s clothes 2. Present guest’s clothes properly Preparing clothes Valets are often required to prepare and present guest’s clothing, ready for the guest to wear. In cases where the guest has requested their clothing be laid out to wear they will inform the valet of the clothing they wish to wear. It is then the responsibility of the valet to identify the right clothing and present it for the guest to change into. The more information the valet can obtain, the better. Some guests will give very precise information about what they want to wear and leave no doubt about each item of clothing, piece of jewelry or style of shoe. Other guests will give you a general idea and leave it up to you. This is fraught with danger and to be avoided wherever possible as it is almost impossible to determine what the guest’s preferences are. Before presenting clothing ensures: the guest’s, The clothing is in good condition – no rips, tears, missing buttons, hanging hems, loose threads and split seams. It is clean – free from stains, lint, dust and other marks. It is pressed and looks presentable. You must act on behalf of the guest and take all steps and total responsibility to ensure they are not embarrassed by what you prepare. Your work must be characterized by respect for the guest and a pride in what you do. It is also important to understand the guest has the decision about what they will wear. It is not part of your job to give an opinion about whether an item is suitable, acceptable or “goes with” another item. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 29 of 165 If you are asked to do, remember to use tact, discretion and diplomacy. Clothes are usually laid out in the sequence in which the guest will dress. Underwear – socks, bras, stockings and under garments Coat Tie Scarf Blouse Hat Dress Gloves Skirt Jacket Items may be placed on a valet chair, on the bed or on an item of furniture within the room. It is not standard practice to lay items out in the bathroom but where there is a make-up room, this may be used. Any personal requests made by guests differing to the above must be adhered to. Check all items as you lay them out to verify they are presentable, clean, pressed and appropriate. Where you must prepare, and present a subsequent set of clothes for a different occasion it is a good idea to check with the guest as to whether what you did last time was acceptable to them or if they would like something different next time. Be prepared for all manner of feedback and comments. All guests are individuals and as such potentially have different preferences. Pressing guest clothes It is vital all guest clothes are kept looking presentable. For many clothes this requires the ironing or pressing of items. Three options are available to achieve this: The valet irons clothes in the guest room – using a standard iron and ironing board with all the necessary accompaniments such as spray bottles for starch and water, and lint removing brushes. Items are sent to the laundry for ironing – this is commonly only done where there are large quantities of clothing to be pressed or where the items require the use of special bucks Laundry staff come to the guest room – and iron clothes in the room using specialist equipment and products as required. Before pressing guest clothes, you must: HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 30 of 165 Receive instruction – from senior and experienced laundry staff in the venue Practice – so you gain confidence and competence. Basic pressing tips include: Shake clothes out before starting to iron them. Check the iron and the ironing surface is clean before use Iron on an under liner. Check “care labels” on clothing before ironing Set the iron to the correct temperature and setting. A common mistake when ironing is to have the iron too hot which can damage clothes. Use ironing chemicals as appropriate. Basic Ironing Technique Ironing is the use of a heated tool – an iron to remove wrinkles from fabric. The heating is commonly done to a temperature of 180-220 ◦ Celsius, depending on the fabric. Ironed clothes show that an individual is taking pride in his appearance. Preparation 1. Prepare the materials needed: Flat Iron Clean damp cloth Ironing Board Hanger cloths rack Water Sprayer (optional) 2. Check the cleanliness and condition of flat iron and ironing board before starting to work. Set the ironing board. Consult care label of the fabric for ironing temperature. Ironing Shirt 1. Correct order of ironing shirt: a. The collar part of the shirt c. The cuff should be first d. The sleeves b. Yolk / shoulder part e. The body of the shirt 2. Put the damp cloth on the top of the ironing board. Clean the iron by rubbing it on the damp cloth. 3. Start the process by ironing the collar: a. Flatten the back of the collar on the surface of the board b. Run the iron over the back of the collar several times until you are sure it is correctly pressed. c. Turn the shirt over and iron the front collar, follow the same ironing procedure used for the back of the collar HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 31 of 165 4. Next iron the sleeves: a. Lay the back of the sleeve on the ironing board b. Stretch the fabric by using the palm of your hand c. Iron the back of the sleeves d. Flip the shirt over and iron the front of the sleeves 5. Iron the body part of the shirt: a. Start with the left upper side of the shirt; flatten the fabric by using the palm of your hand. b. Iron straight upwards keeping good tension all the time. c. Iron the seam by running the edge of the iron over the stitching while pulling with the other hand. d. Continue moving the shirt towards you bit by bit, ironing one section at a time. e. Move in and out of the buttons taking care not to hit the buttons by going too fast. f. Continue this way remembering to hold the shirt by the collar all the time while pulling against the force of the iron to give a crisp finish. 6. Hang the pressed shirt with a hanger. Ironing Pants 1. Turn on the iron and set to correct temperature 2. Clean the iron by putting it on the top of a damp face towel 3. Iron the pockets 4. Iron the fly, seams and hems 5. Iron the waist band 6. Hold the pants on the lower part of the leg 7. Fold the leg of the pants together 8. Lay the folded pants on the ironing board 9. Pull out the pockets and iron it 10. Fold one leg, allow it to overlap the waist 11. Iron in a circular motion, start working from the cuff to the pocket 12. Iron down to the leg smoothly creating only one straight line 13. Fold the other leg back down and iron as you did on the first leg. Make sure in seams are align with each other 14. Turn the pants over and lay the pants on the ironing board 15. Match up the in seam so that they are directly over each other 16. Iron down the leg to create a permanent crease 17. Turn off the iron and let it cool down before putting it away 18. Hang from the waist or fold the pants Ironing Dress 1. Iron all parts that have a double thickness such as collars, hems, cuff, sleeves, bows, ties and pocket and other parts that have double thickness. 2. Iron non-flat portions like ruffles, shoulders, and puffed sleeves. 3. To iron puffed sleeves, stuff them with whiter cloth or towel. 4. Iron the body of the cloth starting on the upper portion of the garment. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 32 of 165 SELF-CHECK 3.3-2 TRUE OR FALSE Direction: Read the following statement carefully. Write the word TRUE if the statement is correct, and FALSE if the statement is wrong. ___________ 1. Valets are often required to prepare and present guest’s clothing, ready for the guest to wear. ___________ 2. Some guests will not give very precise information about what they want to wear and leave no doubt about each item of clothing, piece of jewelry or style of shoe. ___________ 3. Before presenting the guest’s, clothing ensures it is clean – free from stains, lint, dust and other marks. ___________ 4. It is not part of your job to give an opinion about whether an item is suitable, acceptable or “goes with” another item. ___________ 5. The shoulder part of the shirt should be first in ironing shirt. ___________ 6. Clothes are usually laid out to guest in any sequence. ___________ 7. The heating is commonly done to a temperature of 180-220 ◦ Celsius, depending on the fabric. ___________ 8. The pocket should be first in ironing pants. ___________ 9. After ironing, hang from the waist or fold the pants. ___________ 10. The valet irons clothes in the guest room even where there are large quantities of clothing to be pressed. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 33 of 165 ANSWER KEY 3.3-2 TRUE OR FALSE 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. True False True True False False True True True True HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 34 of 165 INFORMATION SHEET 3.3-3 Identify Cleaning Materials and Supplies for Shoes Learning Objectives: After reading the INFORMATION SHEET, YOU MUST be able to: 1. Identify cleaning materials and supplies to be used for different types of shoes 2. How to take care your shoes Introduction Different types of shoes require different types of care. The following are the list of shoe care tool, supplies and equipment. Shoe Care Tools and Supplies With the right supplies, your shoes will last longer, feel better and always look their best. Cream Polish Moisturizes fine leather and keeps it flexible. It soaks into the leather and allows leather to breathe. Most cream or paste polishes contain mineral oil. They can help restore shoe color, but are not as good as wax polishes for covering scuffs. Cream polish won't add as much color as a wax polish. Edge Dressing Edge dressing is most commonly applied to dress shoes with leather soles. Edge dressing comes in black or brown and will enhance the appearance of the outsole as well as protect it. You can apply edge dressing easily with a brush or sponges HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 35 of 165 Horse Hair Brush There are usually two different colors of horse hair brushes: a dark color for darker polishes and a lighter color for lighter polishes. The brush is used to work the polish into the leather and helps remove excess polish on the shoe. Shoe Horn A shoe horn helps protect the back of your shoes as you slide your foot in, maintaining its shape and fit. Shoe Spray Shoe spray protects the surface of the shoe, making it easier to clean if they get dirty. The spray is usually non-silicone based to ensure that it doesn’t change the color of the footwear. Spray does not make the shoes waterproof — just water resistant. Shoetrees Shoetrees can extend the life of your shoes up to 30% or more! They help absorb moisture, drawing the leather back to its original shape as it dries, extending the life of the uppers and insoles. Shoetrees also promote even wear of the shoes, maximizing the life of the soles. Cedar trees are the only effective type of tree. Plastic and metal do not achieve the drying effect. A secondary and important part of shoetree use is to maintain the shape of the shoe. The tree will eliminate fine lines where the shoe flexes. Once you take off your footwear for the day, immediately place the cedar shoetrees into your shoes and leave them in the shoes until the next wearing. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 36 of 165 Suede Block and Brush The block is used for erasing dirt and stains from the suede or nubuck. Use a fair amount of pressure when erasing the stains and dirt. The brush also helps in cleaning, and can be used to brush the suede and nubuck to enhance its appearance. Wax Polish Shines leather better than cream, but it seals the leather and can cause it to dry out over time. Apply wax polish to leather shoes with a slightly damp cloth. Wax polish adds more color and shine than cream polish. Avoid liquid polish, although it puts a fast shine on your shoes it can dry out and crack the leather. A water and stain protective spray for leather, provides water protection, and doesn’t alter the color. It’s not a substitute for polish, but is a good companion to shoe care when you need the water protection. Mink oil will water poof and preserve leather, but it can darken lighter shades of leathers. There is some controversy about silicone or any petroleum-based product causing damage to shoe leather. Shoe Cleaner is good for removing dirt, stains and the old built up polish from leather. When extra layers of polish build up the leather is not able to breathe as well and perspiration can eventually break down the leather. Cleaning can also restore the natural oils that keep leather pliable. Don’t use any cleaner on leather that contains an acid or a detergent. You can use saddle soap, Murphy’s Oil Soap, Ivory soap or a cleaner made for shoe leather. Apply with a damp cloth, wipe off and let dry. Many shoemakers recommend a conditioner to keep leather shoes soft and supple, and to moisturize them. This keeps the leather from cracking. Paste or cream polishes also keep the leather moisturized. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 37 of 165 Self-Check 3.3-3 Multiple Choice Direction: Choose the correct letter of your answer. 1. They can help restore shoe color A. Cream polish B. Edge dressing C. Shoe spray D. Wax polish 2. It comes in black or brown and will enhance the appearance of the outsole as well as protect it. A. Cream polish B. Edge dressing C. Shoe spray D. Wax polish 3. It is used to work the polish into the leather and helps remove excess polish on the shoe. A. Cream polish B. Edge dressing C. Horse hair brush D. Shoe spray 4. They help absorb moisture, drawing the leather back to its original shape as it dries, extending the life of the uppers and insoles. A. Shoe horn B. Shoe trees C. Shoe spray D. Suede block and brush 5. Shines leather better than cream, but it seals the leather and can cause it to dry out over time. A. Cream polish B. Edge dressing C. Shoe spray D. Wax polish HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 38 of 165 Answer Key 3.3-3 Multiple Choice 1. 2. 3. 4. 5. A B C B D HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 39 of 165 TASK SHEET 3.3-3 Title: Prepare Materials for Ironing Performance Objective: Given the supplies and materials needed, you should be able to prepare the materials needed for basic ironing of guest clothes. Supplies and Materials: pants Equipment: ironing board, flat iron Time:15 mins. Safety Precautions: Wear PPE Steps and Procedures: 1. Prepare the materials needed: a. Flat Iron b. Ironing Board c. Water Sprayer (optional) d. Clean damp cloth e. Hanger cloths rack 2. Check the cleanliness and condition of flat iron and ironing board before starting to work. 3. Set the ironing board. 4. Consult care label of the fabric for ironing temperature. Assessment Method: Demonstration HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 40 of 165 Performance Criteria Checklist 3.3-3 Name: _______________________ Date: _______________ CRITERIA YES NO Did the trainee… 1. Prepared the materials needed 2. Check the cleanliness and condition of flat iron and ironing board 3. Make a list of all items you will pack 4. Set the ironing board. 5. Consult care label of the fabric for ironing temperature. 6. Used PPE The trainee’s performance is Satisfactory Unsatisfactory Comments/Suggestions: ___________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Trainee’s Signature: Date: Trainer’s Signature: Date: HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 41 of 165 INFORMATION SHEET 3.3-4 Cleaning and Preparing Guest’s Shoes OBJECTIVES: At the end of this lesson, you will be able to: 1. Perform the correct procedure in cleaning shoes 2. Follow the correct procedure in cleaning / polishing shoes Introduction Quite often the valet will be required to clean and polish guest shoes. This is probably the single most common job valets are asked to do. Taking care of shoes through correct polishing is important, not only for aesthetic reasons in achieving the appealing glossy finish, but also to preserve the longevity and condition of your shoes by keeping the leather moisturized and protected from the elements. Clean Guest Shoes Equipment required The equipment necessary to polish shoes may include: Shoe-tree – this is used because it helps to retain shoe shape. You should never put a shoe-tree in a cold shoe as it may crack the lining and exterior and incorrectly stretch the shoe Different types and colors of polish as appropriate to the shoe being cleaned Different types of shoe laces. The valet should always check the condition of laces and replace them where they show signs of wear Brush Number 1 – to brush away dirt Brush Number 2 – to add polish Brush Number 3 – to polish and shine the shoes A soft cloth to buff the shoes after they have been polished. Note: The venue is responsible for providing all the necessary items needed to clean and polish guest shoes. However, in limited cases the guest may supply their own especially where there has footwear made from unique materials or they prefer a certain product. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 42 of 165 Never use the one brush for different colored polish. There should be one brush for applying, for example, brown polish and another for black polish. Procedure: 1. Prepare the materials needed: 2. 3. 4. 5. 6. 7. 8. Different colors of polish/wax Polishing brushes Polishing cloths Cleaning brushes Cleaning cloth Shoe horn Shoes Shoetrees Gloves Good morning towel/ newspaper Wear Personal Protective Equipment (disposable gloves) Wear protective clothing Put a towel on your lap (if sitting down) or, Spread newspaper on the table or any flat surface (if standing) Sit properly on a chair and begin cleaning / polishing the shoe Pick up the shoe by holding the sole Carefully examine the shoe by observing the following: Material used (leather, leatherette, plastic, synthetic leather, animal skin) Color of the shoe Dirt Dent/ scratch/ damage on the shoes If the shoe has damage, make a report and ask your supervisor to sign the report. Note: Minor repairs should be performed by the assigned Valet Runner Make a mitten on your finger and clean the inner part of the shoe. Use clean cloth. Wrap the corner of the cloth around your first and second fingers of your dominant hand. Twist the remainder of the cloth to tighten the portion around your fingers and hold that part in the palm of your hand. When removing dirt and dust on the outer part of the shoes, make a mitten using four fingers. Use a very soft brush if the shoes have beads or if the material used is sensitive. Remove all dust and dirt by wiping the shoe, especially the heel and sole with a cloth. Apply the polish Start from the tip of the shoe and work your way towards the heel HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 43 of 165 9. Wait for the shoe to dry completely 10. Buff shoes with a clean, lint free cloth or use a shoe brush to bring out the shine. 11. Put a tag on the shoe or put the cleaned shoes inside a bag before delivery. 12. Deliver guest shoes. 13. Knock on the guestroom door and announce, “Valet Service”. Knock 3 times and wait for the guest to open the door. 14. Enter the room discreetly. 15. Greet the guest and let the guest know your purpose. 16. Ask the guest where you can place the laundered items. 17. Ask the guest to sign the delivery form. 18. Ask the guest if they still need assistance. 19. Bid the guest goodbye. 20. Close the door carefully. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 44 of 165 SELF CHECK 3.3-4 Multiple Choice Direction: Choose the correct letter of your answer. 1. It is used because it helps to retain shoe shape. A. Brush Number 1 B. Brush Number 2 C. Shoe tree D. Soft cloth 2. It is used to brush away dirt A. Brush Number 1 B. Brush Number 2 C. Brush Number 3 D. Soft cloth 3. It is used to add polish A. Brush Number 1 B. Brush Number 2 C. Brush Number 3 D. Soft cloth 4. It is used to polish and shine the shoes A. Brush Number 1 B. Brush Number 2 C. Brush Number 3 D. Soft cloth 5. It is used to buff the shoes after they have been polished. A. Brush Number 1 B. Brush Number 2 C. Brush Number 3 D. Soft cloth HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 45 of 165 ANSWER KEY 3.3-4 Multiple Choice 1. 2. 3. 4. 5. C A B C D HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 46 of 165 JOB SHEET 3.3-4 Title: Clean and Prepare Guest’s Shoes Performance Objective: Given the supplies and materials needed, you should be able to clean and prepare guest shoes according to establishment procedures. Supplies and Materials: shoe polish, shoe brush, soft cloth, shoes Equipment: Time: 30 mins Safety Precautions: Wear PPE Steps and Procedures: 1. Prepare the materials needed: Different colors of polish/wax Polishing brushes Polishing cloths Cleaning brushes Cleaning cloth Shoe horn Shoes Shoetrees Gloves Good morning towel/ newspaper 2.Wear Personal Protective Equipment (disposable gloves) 3.Wear protective clothing Put a towel on your lap (if sitting down) or, Spread newspaper on the table or any flat surface (if standing) 4. Sit properly on a chair and begin cleaning / polishing the shoe 5. Pick up the shoe by holding the sole 6. Carefully examine the shoe by observing the following: Material used (leather, leatherette, plastic, synthetic leather, animal skin) Color of the shoe Dirt HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 47 of 165 Dent/ scratch/ damage on the shoes 7. If the shoe has damage, make a report and ask your supervisor to sign the report. Note: Minor repairs should be performed by the assigned Valet Runner 8. Make a mitten on your finger and clean the inner part of the shoe. Use clean cloth. Wrap the corner of the cloth around your first and second fingers of your dominant hand. Twist the remainder of the cloth to tighten the portion around your fingers and hold that part in the palm of your hand. When removing dirt and dust on the outer part of the shoes, make a mitten using four fingers. Use a very soft brush if the shoes have beads or if the material used is sensitive. Remove all dust and dirt by wiping the shoe, especially the heel and sole with a cloth. Apply the polish Start from the tip of the shoe and work your way towards the heel 9. Wait for the shoe to dry completely 10. Buff shoes with a clean, lint free cloth or use a shoe brush to bring out the shine. 11. Put a tag on the shoe or put the cleaned shoes inside a bag before delivery. 12. Deliver guest shoes. 13. Knock on the guestroom door and announce, “Valet Service”. Knock 3 times and wait for the guest to open the door. 14. Enter the room discreetly. 15. Greet the guest and let the guest know your purpose. 16. Ask the guest where you can place the laundered items. 17. Ask the guest to sign the delivery form. 18. Ask the guest if they still need assistance. 19. Bid the guest goodbye. 20. Close the door carefully. Assessment Method: Demonstration HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 48 of 165 Performance Criteria Checklist 3.3-4 Name: _______________________ Date: _______________ CRITERIA YES NO Did the trainee……. 1. Prepare the materials needed 2. Wear Personal Protective Equipment 3. Wear protective clothing 4. Show proper position while sitting on the chair 5. Demonstrate proper picking up of shoe 6. Carefully examine the shoe 7. Make a report and ask your supervisor to sign the report. 8. Make a mitten on your finger and clean the inner part of the shoe. 9. Wait for the shoe to dry completely 10. Buff shoes 11. Put a tag on the shoe or put the cleaned shoes inside a bag before delivery. 12. Deliver guest shoes. 13. Knock on the guestroom door and announce, “Valet Service”. 14. Enter the room discreetly. 15. Greet the guest and let the guest know your purpose. 16. Ask the guest where you can place the laundered items. 17. Ask the guest to sign the delivery form. 18. Ask the guest if they still need assistance. 19. Bid the guest goodbye. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 49 of 165 20. Close the door carefully. The trainee’s performance is Satisfactory Unsatisfactory Comments/Suggestions: ___________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Trainee’s Signature: Date: Trainer’s Signature: Date: HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 50 of 165 INFORMATION SHEET 3.3-5 Basic Darning and Mending for Clothing and Linen and Repair of other Accessories OBJECTIVES: At the end of this lesson, you will be able to: 1. Perform basic darning and mending for cloth 2. Know the different types of stitches Introduction The wide variety of requests made to valets often includes a request for repairs to be made to clothing, shoes or luggage. Valets may be asked by guests to do small “running repairs” and should have a comprehensive repair kit available to them to facilitate the execution of such repairs. These repair jobs are small in nature such as sewing on a button or putting a stitch in a hem: there is limit as to what can be done. In addition, valets, should be on the lookout for items that require repairing and ask guests if they would like the item repaired. Notes on Stitches There are few stitches you need to be familiar to proceed. These are: Running Stitch – the most basic sewing stitch. The needle is passed alternately up and down through the fabric. Take up only a few threads with each stitch; taking longer stitches will let you finish more quickly but at the expense of a weaker repair. Back Stitch – a variation on the running stitch. Pull the needle up through the garment and take a stitch over six threads on the stitching line. Bring the needle back up through the garment, with the entry point three threads BACK from where it went in the top. Again, stitch over six threads and go back threethe stitches should butt up end-to-end, which is why this stitch when well executed looks like machine stitching. Blind Stitch – The stitch is worked along a fold of fabric. Start by pulling the needle through the edge of the folded fabric so that the knot is inside the fold. Pick up one or two threads (no more) of the garment, then run the needle back inside the fold. Run the needle along the fold (on the inside) for about six threads, then back out to pick up one or two threads of the garment. When HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 51 of 165 carefully done, this gives a stitch that is practically invisible on the right side of the garment. Zigzag Stitch – This stitch is used to fasten down a raw edge and prevent it from raveling. Working from right to left, take a stitch through a thread or two of the garment. Move diagonally to the left across the raw edge of the fabric approximately 1/8 inch, take a second small stitch, then move diagonally t the right back across the raw edge and take another small stitch. Whip Stitch – This stitch is used to tack down the edge of a fold of fabric. Start by pulling the needle through the edge of the folded fabric so the knot is inside the fold. Take stitches, picking a few threads just next to the folded edge and a few threads on the folded edge, drawing the needle through. Sewing a Knot – Take a tiny stitch through the surface of the fabric about 1/8 of an inch away from your last stitch. Pull the needle and thread through, leaving a small loop. Turn the needle around and pass it through the loop, pulling snugly. Clip the thread. Repair Techniques Stitching up a seam: First, identify whether you are repairing a regular seam or flat-felled seam. A flatfelled seam is where the edges have been rolled under each other to enclose the raw edges; these are common in garments that get wash frequently (such as shirts). If you are repairing a regular seam: 1. Pull the edges of the garment flat, matching the “raw” seam edges to each other. 2. Starting at a point where the stitching is still solid (slightly before the beginning of the tear), take back stitches along the seam line. You should be able to follow the pricks and the fold of the earlier stitching; if not, eyeball it so that you’re going in a straight line. 3. Continue the stitching until you are slightly past the point where the stitching is missing; for the last section, be sure to keep to the existing stitching line. 4. When you have finished the stitching, secure your thread by sewing a knot. Repairing a hem: Hems involve a double fold to protect the raw edge of the fabric. 1. Fold the hem into place, following the creases that probably exist in the garment. If it’s gone so long between repairs that you can no longer find the creases, eyeball the folds based on the edges next to the missing stitches. Again, natural fibers hold a crease very well. Pinch the folds well with your fingers and you should be able to continue without using pins. 2. Starting at a point where the stitching is still solid, blind stitch or whip stitch along the fold just catching a thread or two of the garment fabric. 3. Continue stitching until you are slightly past the point where the hem is torn, and secure your thread by sewing a knot. Reattaching a button: HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 52 of 165 First, determine what kind of button you’re replacing. In general, you will be dealing with a shank button (like a uniform button or thread button, with a loop underneath it) or sometimes a flat button (two or four holes in the button, no loop). Next, look to see if your garment has “button stand”. In general, you will find one on a wooden garment (coat, waistcoat, breeches). This is a strip of linen that is sewn along the long edges below where the buttons are attached. When you are replacing a button, you need to be sure to stitch into this strip, otherwise your button will be prone to ripping off again. If you have a shank button: 1. Wax you sewing thread by passing it several times over a chunk of beeswax, and thread your needle with a double thickness. 2. Take several stitches through the loop and cloth, making sure to catch through to the button stand, which will keep the buttons from tearing the cloth. 3. Draw the thread to the inside and take a couple of stitches to finish. If you have flat button: 1. Wax your sewing thread by passing it several times over a chink of beeswax, and thread your needle with double thickness. 2. Place the needle into fabric, starting at the back side of the garment, bringing it up through the garment. 3. Make two or three stitches in the fabric where the button will be placed, without the button, to anchor your thread. 4. Place the button over the anchor stitches and bring the needle up through the button. 5. Lay a straight pin or another needle over the button, between the pair(s) of holes. 6. Bring your needle down through the button and fabric, allowing the thread to trap the pin. 7. Repeat wo or three times. If you have a 4-hole button, do one pair of holes first, then repeat these steps with the second pair of holes. 8. When you have taken two or three stitches through each pair of holes, remove the straight pin. 9. Bring the needle up through the fabric and wrap it around the threads couple of times just underneath the button to form a thread shank. 10. Bring the needle back to the underside of the fabric and take a couple of stitches to finish. Darning: 1. Setting up: Find thread or yarn that matches the fabric in color, fiber content, and texture; you can use linen or cotton thread for most applications, while wool yarn is best for wool stockings. Choose a darning needle-look for a larger eye. A tapestry needle may also be used for stockings, although it won’t work as well for other garments. Darns go on the wrong side of the garment; if you’re darning a stocking, turn it inside out. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 53 of 165 If darning a stocking, place a darning egg inside it and position the hole over the egg. Your needle will glide smoothly over the egg’s surface, making your stitching go faster. If there is no darning egg available, any hard-rounded object (such as a smooth rock) will work. If darning a flat garment, work against a table or another hard-flat surface. Thread the needle with the yarn or thread and leave the end unknotted. The darning process should create a tight weave that makes knots unnecessary. 2. The first stage: Start your work on either side of the hole. Take several small vertical running stitches in the intact fabric of the garment, about ½ inch to the left or right of the hole. Turn the garment upside down and make another row of stitches next to the first. Keep your stitches even – try to pick up a single thread per stitch, if possible. This will make the darn sturdier and more even. When you reach the point at which the hole begins, your stitching line should extend from ½ inch above the hole to ½ inch below it. Think of drawing rectangle around the hole with your darn, and keep the sides of the rectangle relatively equidistant from it. Continue making vertical running stitches. When your stitching reaches the hole and into the fabric on the other side, forming what resembles a vertical bridge over the hole. Stitching should extend ½ inch beyond the hole at both the top and the bottom edges. 3. The second stage: Once you have covered the hole with vertical threads and extended the stitching ½ inch past it so that both sides of the hole look identical, take a tiny stitch across the corner of the rectangle of stitches you have just created. Take the threaded needle and weave it under and over the vertical threads that cover the hole (as well as the vertical threads that lie within ½ inch of the hole). Turn the garment upside down once you reach the opposite end of the hole, and weave another, thread next to the first, making sure you go under the threads you formerly went over, and vice-versa. You are, in effect, reweaving the fabric that is missing. Make these rows very tint together – use your fingers to pack them closely, if necessary continue stitching back and forth until you’ve filled the hole. Trim excess thread. No knots are necessary if you work the stitching correctly. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 54 of 165 Patching: Patches are applied to the inside of the garment. Ideally a patch will very closely match the garment; the goal is for the patch to be as unobtrusive as possible. 1. Cut the patch that is sufficiently large to extend beyond the damage and permit it to be sewn to sound cloth. 2. Fold under the cut edges of the patch and pin it to the inside of the garment, allowing it to overlap beyond the edges of the damages. 3. Stitch down the patch with a whip stitch or blind stitch. 4. Turn the garment to the outside and secure the edges of the damage to the patch with a zigzag stitch. If you prefer, you may cut back the damaged area close to the edges of the patch, turn the edges under, and whip stitch them to the patch. This finish gives the appearance of a flat – felled seam. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 55 of 165 SELF-CHECK 3.3-5 MATCHING TYPE Directions: Match the Column A to Column and write the correct answer in provided space. COLUMN A ________ 1. Running Stitch A. ________ 2. Back Stitch B. ________ 3. Blind Stitch ________ 4. Zigzag Stitch C. ________ 5. Whip Stitch ________ 6. Sewing a Knot ________ 7. Patches D. E. ________ 8. Hem ________ 9. Flat-felled Seam ________ 10. Shank Button F. G. H. I. J. HOUSEKEEPING NC II Provide Valet/Butler Service COLUMN B Are applied to the inside of the garment Like a uniform button or thread button with a loop underneath it The needle is passed alternately up and down through the fabric. This stitch is used to tack down the edge of a fold of fabric. Turn the needle around and pass it through the loop, pulling snugly. Is where the edges have been rolled under each other to endorse the raw edges This stitch is used to fasten down a raw edge and prevent it from raveling. Involve a double fold to protect the raw edges of the fabric The stitch is worked along a fold of fabric. A variation on the running stitch Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 56 of 165 ANSWER KEY 3.3-5 Matching Type 1. C 2. J 3. I 4. G 5. D 6. E 7. A 8. H 9. F 10. B HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 57 of 165 INFORMATION SHEET 3.3-6 Protocols for Ensuring Optimum Privacy and Confidentiality for All Guests Objective At the end of this lesson, you will be able to: 1. Know and follow protocols for ensuring optimum privacy and confidentiality for all guests Introduction Earlier notes have stressed the need for valets to maintain guest privacy and confidentiality. Privacy Guest privacy refers to the right of the guest to: Enjoy their personal space and freedom in their room and elsewhere at the venue Be free from attention, interference and observation by other guests or members of the public. To help ensure this, you will need to: Enquire when guests wish to be left alone and comply with these requirements. Guests may wish time to themselves or require privacy to meet with business colleagues or spend with friends or family. Some guests require privacy at regular times each day, and other guests will request it as they feel the need arises. Guests commonly request privacy shortly after they have checked in and been roomed Never disclose the location or room number of guests to anyone Not allow others to enter the guest room. This includes preventing other staff entering rooms at times when the guest indicates they wish their privacy. Divert the room telephone at times the guest wishes privacy Liaise with another staff – such as: Security – who may man the door to the room to prevent unwelcomed access Housekeeping – who may delay or re-schedule room cleaning and other associated activities Front Office – who will hold deliveries rather than deliver them to the room. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 58 of 165 Confidentiality Maintaining confidentiality is an absolute requirement for a valet. It is 100% nonnegotiable. Confidentiality means keeping matters to do with the guest to yourself. The need for confidentiality Valets have access to a guest’s personal and private life. The guest may discuss private and personal business matters, activities or aspects of their private life in front of the valet or with the valet. None of this information, or issues discussed, can be shared with anyone. This means: Anything you hear from the mouth of the guest must not to be repeated to anyone. Anything you see in the guest room must not be told to anyone, unless it relates to illegal activity in which case Management are the only ones to be advised. The valet, in some cases, may be asked to sign a confidentiality clause or contract that stipulates guest history, activities and other matters will be kept in the strictest of confidence. This indicates how seriously some guests treat the matter of guest confidentiality. Valets must be aware there are ever-present dangers of being sued by clients for breaches of confidence. This especially relates to business dealings or issues impacting on their personal reputation. Every venue will have their own policies and procedures on this matter, but the intent is the same – to maintain the guest’s trust in you and the venue by keeping confidential matters, confidential. In brief, anything said or done in the privacy of the guest’s room is private and must remain confidential. Where celebrities are staying in-house it is not unknown for media people to try to obtain „inside information‟ about those guests. It is common for money to be offered as an inducement for you to tell. You must maintain your professionalism and refuse to disclose anything. You must quite simply “say nothing”. You must refuse to “confirm or deny” anything put to you. Refer the person to Management, stating it is house policy for the venue never to discuss or disclose anything about any of its guests.Any approaches made to you by anyone seeking information about a guest should be reported to Management or Security. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 59 of 165 SELF-CHECK 3.3-6 TRUE OR FALSE Direction: Read the following statement carefully. Write the word TRUE if the statement is correct, and FALSE if the statement is wrong. __________1. Valets need to maintain guest privacy and confidentiality. __________2. Guest privacy refers to the right of the guest to get attention, interference and observation by other guests or members of the public. __________3. The valet should enquire when guests wish to be left alone and comply with these requirements. __________4. The valet need to liaise with another staff such as; security, housekeeping front office and laundry department. __________5. Never disclose the location or room number of guests to anyone. __________6. Anything you hear from the mouth of the guest must be repeated to anyone. __________7. The valet, in some cases, may be asked to sign a confidentiality clause or contract that stipulates guest history, activities and other matters will be kept in the strictest of confidence. __________8. Maintaining confidentiality is an absolute requirement for a valet. __________9. Valets must be aware there are ever-present dangers of being sued by clients for breaches of confidence. __________10. Any approaches made to you by anyone seeking information about a guest should be reported to Management or Security. HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 60 of 165 ANSWER KEY 3.3-6 TRUE OR FALSE 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. True False True False True False True True True True HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 61 of 165 BIBLIOGRAPHY https://www.ajar.id/en/post/tips-for-packing-guestsluggage#:~:text=Pack%20the%20front%20of%20garments,lighter%20items%20on %20the%20top. https://www.asean.org/wpcontent/uploads/images/2013/economic/matm/Toolboxes%20for%20Six%20Tou rism%20Labour%20Divisions/Specific%20Competencies/Housekeeping%20Divisi on/Provide%20valet%20service%20to%20guests/TM_Provide_valet_services_3108 12.pdf https://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-inhotels/front-office-sop/341-sop-bell-desk-guest-luggage-handling-procedure.html https://www.coursehero.com/file/p4ghrttr/Taking-luggage-to-guest-roomsPorters-or-Housemen-will-usually-take-guest/ https://testmyprep.com/subject/tourism/rules-for-handling-luggage-luggagestorage-at-the https://www.asean.org/wpcontent/uploads/images/2013/economic/matm/Toolboxes%20for%20Six%20Tou rism%20Labour%20Divisions/Specific%20Competencies/Housekeeping%20Divisi on/Launder%20linen%20and%20guest%20clothes/TM_Launder_linen_&_guests_c lothes_310812.pdf https://www.hospitality-school.com/hotel-laundry-procedures/ https://www.thespruce.com/how-to-clean-your-shoes-4164257 https://www.rd.com/list/how-to-clean-shoes/ https://makezine.com/2014/10/23/sewing-tips-basic-darning-and-mending/ Prepared by: Gerald M. Mariquez Instructor HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 62 of 165 HOUSEKEEPING NC II Provide Valet/Butler Service Date Compiled: June 2021 Developed by: Gerald M. Manrique Document No. Issued by: Delcastle Technical High School Revision # 00 Page 63 of 165