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
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18. Bid the guest goodbye.
The trainee’s performance is
Satisfactory
Unsatisfactory
Comments/Suggestions: ___________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Trainee’s Signature:
Date:
Trainer’s Signature:
Date:
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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
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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
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Date Compiled:
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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.
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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:
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







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
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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.
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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.
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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
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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
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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.
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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.
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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
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Answer Key 3.3-3
Multiple Choice
1.
2.
3.
4.
5.
A
B
C
B
D
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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
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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:
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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.
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
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
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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.
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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
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ANSWER KEY 3.3-4
Multiple Choice
1.
2.
3.
4.
5.
C
A
B
C
D
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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
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 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
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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.
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20. Close the door carefully.
The trainee’s performance is
Satisfactory
Unsatisfactory
Comments/Suggestions: ___________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Trainee’s Signature:
Date:
Trainer’s Signature:
Date:
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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
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


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:
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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.
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
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.
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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.
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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.
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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
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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
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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.
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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.
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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.
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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
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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
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