DLP 2: care for the guests property

Question 1

crucial part of the hotel business

Answer 1

responding to online reviews

Question 2

a request is made for a valet or management decide a valet will be provided.

Answer 2

obtain guest information in advance of guest arrival

Question 3

the guest also provides certain details about their needs, wants, and preferences during their stay.

Answer 3

obtain guest information in advance of guest arrival

Question 4

meeting guest expectations has been identified as an important for valets

Answer 4

determining guest requirements and preferences

Question 5

how to determine guest requirements and preferences

Answer 5

Specific brands of beverages or food

Newspapers or magazines to be provided in-room In-room services-meals, massage, business support, small parties.

Making restaurant or theatre bookings

Arranging meetings with local identities, authorities, personalities or nominated other people, businesses or groups

Providing advice about personal services-such as hairdressing, medical, legal and shopping

Question 6

in dealing with the guest luggage, a butler or valet must treat it with ______&_____

Answer 6

care and respect

Question 7

necessary steps in managing guests luggage

Answer 7

checking and inspecting the condition of the luggage

Question 8

With guest permission, the butler or valet may help the guest unpack and organize their belongings in the cabinet or assigned area. This is a good gesture to allow guest settle down comfortably

Answer 8

unpacking of guests luggage

Question 9

steps in unpacking of guests luggage

Answer 9

1. Ask for keys from the guest to unlock their luggage. Make sure to check first their luggage. If there is any indication of tampering or any damages, inform the guest immediately.
2. Outside of the luggage must be inspected if clean of any marks.
3. Put luggage on a proper surface to avoid damage. Luggage rack is the appropriate area to use.
4. Use personal protective equipment (gloves).
5. Ask first for guest instructions before removing all items in the luggage. Separate items that are clean; dirty items are sent for laundering.
6. properly place clothing and items neatly folded and stacked accordingly

Question 10

where are Clothes like jumpers, casual shorts, t-shirts, underwear should be placed?

Answer 10

drawers

Question 11

where are Clothes like shirts, trousers, coats, suits, skirts, gowns should be placed?

Answer 11

wardrobe

Question 12

where and how are shoes placed

Answer 12

1. Should be put at the bottom of the wardrobe
2. Separate in pairs- polished shoes and shoes requiring attention.
3. Stack them in pairs and according to color and occasions.

Question 13

Guest are normally in a rush during check-out, it would be a big help to cover this responsibility for the guest giving them ample time

Answer 13

packing of guests luggage

Question 14

steps in packing guests luggage

Answer 14

1. As a Butler, ask permission from the guest before touching his/her belongings.
2. Lay everything on the bed. Make a list of all items you will pack.
3. Put luggage on a proper surface to avoid damage. Luggage rack is the appropriate area to use.
4. Use personal protective equipment (gloves).
5. Roll pajamas, shirts, shorts, sweaters, and other casual attire. Lay the heavy clothing such as jackets or pants at the bottom and light clothing like shirts, under wares at the top. If there are breakable things, wrap it with cloth/paper and put it on the middle to ensure it is safe.
6. Place the remaining luggage items, like shoes, around the perimeter of the bundle. Ensure the luggage if it can be lock and should not be bulky.

Question 15

Apart from the clothes, the shoes tell so much about the guest. Therefore for the VIP guest, taking care of their shoes would be a big favor for them

Answer 15

clean guest’s shoes

Question 16

steps in cleaning guest’s shoes

Answer 16

1. Prepare the materials needed: Different colors of polish/ wax, polishing brushes, polishing

cloths, cleaning brushes, cleaning cloth, towel, newspaper

2. Wear personal protective equipment (disposable gloves, apron) Put a towel on your lap (if sitting) or spread newspaper on the table or any flat surface (if standing)
3. Take out the laces and use the shoe brush to remove any dirt from the exterior of the shoes. Wipe down the shoes with a damp clean cloth to make sure they’re clean.
4. Wrap a clean rag around your index and middle fingers, making sure that the rag is tight against the pads of your fingertips. Dip your rag-covered fingertips into the shoe polish and apply them to the shoe with a circular motion, about one to two inches in diameter.
5. Apply, wet, and rub the polish on all the other leather areas, until the whole shoe has had a layer of polish applied. Add more layers of polish to the shoe, each time using less polish, until the shoes are mirror shiny.
6. Brush the shoe very lightly with the shoe brush to bring out the best shine. Replace the shoes and let them dry.