Basic Roles of the Valet/Butler Flashcards
Performing a range of services normally provided by room attendant in other rooms.
Housekeeper
Being trusted person whom the guest can confined in when they need to talk or share an idea, experience, or opinion.
Confidant
Informing guest of what is available both within and outside the venue, when it’s available, how to get there and how to obtain entry, tickets, preferential treatment
Guide
While all valets work together with concierge in a venue, many valets often take the role of concierge for the guests they are looking after
Concierge
Organizing activities including reservations, tickets to show, entry to events, meetings w people, daily schedules on behalf and under the direction of the guest.
Organizer
Overseeing the work of other people (venue employees and outside workers) who provide products and service to the guest.
Supervisor
Ensuring the guests has a pleasant stay in the venue, ensuring their expectations are met and dealing with any problems that arise during the stay
Guest Relations
services of guest relations
*professionally and confidentially communicating
*unpacking and storing guest Luggage
*preparing guest clothes and footwear
*light pressing of garments
*providing assistance in relation to organization of guest needs and request, including wake up calls, news paper, coffee and tea.
*preparing room before guest arrives
*arranging restaurant bookings, car hire, specified purchases of gifts or other items and tours.
Establish Rapport and Enhance feelings of Goodwill between the guest and the establishment
*goodwill and rapport comprise
*friendliness towards guests
*approval of the guest and who they are and what they do
*willingness to help help and be of service
*positive feelings towards the guest
*the need to build rapport with guests
*consistent use of a professional manner by a valet
*politeness and courtesy
*use of correct etiquette at all times
*use of the name at al times
*be tactful, they are not expected to tell lies
*exhibit a constant willingness to assist
*communication standards
communication standards
*always be alert
*listen
*know when to speak and when not to speak
*valets must never communicate hotel secrets to their guests, not communicate guest secrets to others.
*a second language is always seen as a bonus for anyone seeking to be a valet.
Guests who use valets often bring public relations people and other staff (security, personal assistants, d cooks) with them for the duration of their stay meaning valets.
Valets must never communication hotel secrets to their guests, not communicate guest secrets to others
It enhances your personality and boots your self-esteem/confidence
Personality Development
Every venue will identify the ful uniform for a valet, and all valets l wear the fully reform as determined by their employer
Wear full uniform
butler/valet personal hygiene:
-regular washing
-use of suitable deodorant
-use of lightly scented aftershave of perfume
-make up must be kept neutral for women
-good personal hygiene habits and practices
-men must be clean shaven
-hair neat and tidy
-hands and nails must be clean and well cared for at all times
-regular attention to tease
-sufficient rest excercise
Ensuring suitable personal presentation
-always check your appearance in a full length mirror
-maintain good posture
-guests expect valet to have a certain being and this can never be achieved if they walk with their head down and shoulders hunched.
-only wear basic jewelry
care for the guest property
-deal with guest luggage
-basic requirements
In. relation to guest luggage a valet need to:
-organize transfer all the luggage to their 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 with guest departs
As part of their duties, the valet must (1)___ for all the guest property. Primary requirements are you handle all items (2)___ to avoid damage, and (3)___ is taken to prevent theft or loss.
1.care
2.carefully
3.action
(1)___ is needed when (2)____ luggage, when (3)____ items and when (4)___ 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 or not they believe you are treating items with care and respect or not
1.care
2.transporting
3.unpacking
4.storing
Taking luggage to guest rooms
-porters or housemen will usually take guest luggage to guest rooms. Luggage must be treated with care. Much of the luggage is extremely expensive and must be not be treated roughly. Never throw luggage around and ensure the way items are stacked on trolleys does not harm them. Avoid double stacking as this can damage suit cases and crush contents
