HOUSEKEEPING NCII CORE3PROVIDE VALET SERVICES.pptx

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1. HOUSKEEPING NC II 436 HRS. MARIEL P. ARIDEDON Trainer

2. PROVIDE VALET/BUTLER SERVICE

3. WHAT IS VALET? A valet, sometimes also known as a 'butler', is employed by a hotel to provide a personalized and specialist service to guests for the duration of their stay.

4. ROLES OF A VALET Housekeeper – performing a range of services normally provided by room attendants in other rooms Confidant – being a trusted person whom the guest can confide in when they need to talk or share an idea, experience or opinion

5. ROLES OF A VALET Guide – informing the guest of what is available both within and outside the venue, when it is available, how to get there and how to obtain entry, tickets, preferential treatment

6. ROLES OF A VALET Concierge – while all valets work together with the concierge in a venue, many valets often take the role of concierge for the guests they are looking after .

7. ROLES OF A VALET Organizer – organizing activities including reservations, tickets to shows, entry to events, meetings with people, daily schedules, on behalf of and under the direction of the guest

8. ROLES OF A VALET Supervisor – overseeing the work of other people (venue employees and outside workers) who provide products and service to the guest. Guest relations – ensuring the guest has a pleasant stay in the venue, ensuring their expectations are met and dealing with any problems that arise during the stay .

9. PROFESSIONAL VALET STANDARDS AS TO COMMUNICATION – A valet has a closer communication with the guest as compared to a room attendant, hence must be conversant with various languages especially a good command of the English language.

10. PROFESSIONAL VALET STANDARDS AS TO GROOMING STANDARDS – compared to a room attendant who uses the usual housekeeping uniform , a male valet uses long sleeves, necktie or bowtie with coat or tuxedo while a female valet uses a formal or corporate attire.

11. PROFESSIONAL VALET STANDARDS AS TO TECHNICAL SKILLS – A valet must have a variety of technical skills such as: serving food, drinks, cleaning and folding clothes, packing and unpacking luggage and shining shoes.

12. PROFESSIONAL VALET STANDARDS AS TO ETIQUETTE – A valet must be: tactful, polite, honest, discreet, committed, punctual, has a initiative, attention to details, civility and neutral.

13. CARE FOR GUEST PROPERTY There may be times when you come across items in check-out rooms that have been left behind by the guest. Such items should be treated as valuable in the first instance, no matter what the actual dollar worth of replacing such an item may be.

14. CARE FOR GUEST PROPERTY For example, a simple, partially used bottle of facial foundation, a camera, piece of clothing or an item of jewelry. They are all the same in terms of being a „lost and found‟ item.

15. CARE FOR GUEST PROPERTY For example, a simple, partially used bottle of facial foundation, a camera, piece of clothing or an item of jewelry. They are all the same in terms of being a „lost and found‟ item.

16. CARE FOR GUEST PROPERTY All such items should be taken to the housekeeping department and recorded in the „Lost and Found‟ log book. It is the housekeeping department's responsibility to keep accurate records of all items found in guest rooms or public areas.

17. Information that needs to be recorded about the item may include: Date found Room number – or other location as appropriate (corridor, guest laundry etc .) Exact location in room where item was found – „under the bed‟, „in the bathroom‟ Name of person who found the item

18. Information that needs to be recorded about the item may include: Description of item – such as „ Gent‟s briefcase, brown, locked, Avon brand‟, „ladies Seiko watch, gold with leather strap ‟ Date item was returned to the owner - after item has been claimed or sent to the rightful owner.

19. CARE FOR GUEST PROPERTY Generally, lost property is kept for three months, however during that time the establishment may attempt to contact the owner, especially if the item appears valuable or the guest is a regular.

20. CARE FOR GUEST PROPERTY Where forwarding address or phone number is available, the guest is contacted and asked if they would like the item returned . The guest may be asked to forward postage before the item is sent.

21. CARE FOR GUEST PROPERTY A „With Compliments‟ letter generally accompanies the return of the item and a copy of this letter should be filed in the lost property correspondence file.

22. CARE FOR GUEST PROPERTY Some items that have not been claimed within a three-month period, after all channels to contact the owner have been exhausted, will be given back to the finder or handed to police depending on the value of the item and what it is.

23. CARE FOR GUEST PROPERTY Some items that have not been claimed within a three-month period, after all channels to contact the owner have been exhausted, will be given back to the finder or handed to police depending on the value of the item and what it is.

24. CARE FOR GUEST PROPERTY Lost property should never be taken off the premises without the correct authorization . You cannot assume that an item is yours simply because you found it and the owner has departed.

25. Is it ‘lost’ or has it been left on purpose? Where the lost property is clothing (especially lingerie) or other items of a delicate nature, the decision about whether or not to contact the guest must be made with due consideration to all the possible ramifications.

26. Is it ‘lost’ or has it been left on purpose? Tact and diplomacy may dictate that no contact is made in order to avoid embarrassment and other potential problems . This highlights that not all items left in a guest room are „lost‟. They may have been deliberately left there.

27. Is it ‘lost’ or has it been left on purpose? PERISHABLE FOOD - Where perishable foods are found, two options are commonly available. - The first option is that you may have discretionary powers to deal with any perishable food you find.

28. Is it ‘lost’ or has it been left on purpose? PERISHABLE FOOD - The second option is that Standard Operating Procedures require all staff to take all found perishable food to the Executive Housekeeper's office, and to allow that person to make the decision.

29. Is it ‘lost’ or has it been left on purpose? Liquor - Commonly, any unopened bottle of liquor – spirits, wine, beer or whatever else is logged in the standard way, and the liquor may then forwarded to the central liquor store for safe-keeping or retained in the Housekeeping office for three months.

30. Is it ‘lost’ or has it been left on purpose? Liquor - Opened bottles may be stored in the normal Lost and Found store, or can be forwarded to another department. - It is useful to remember that what is actually inside a bottle of open beverage could be anything.

31. Is it ‘lost’ or has it been left on purpose? Liquor - What is on the label may not be what is in the bottle so you should definitely guard against having a drink from any bottle, alcoholic or non-alcoholic, that has been already opened.

32. Is it ‘lost’ or has it been left on purpose? Other items - There is really no end to the nature of items that can find their way into the Lost and Found area from the very ordinary to the highly exotic.

33. Is it ‘lost’ or has it been left on purpose? Other items In general terms, however, they can include : Inexpensive items – these must still be handed in as, despite being inexpensive, they may still have significant sentimental value. These items may include cheap pens, disposable items, handkerchiefs and socks

34. Is it ‘lost’ or has it been left on purpose? Other items In general terms, however, they can include : Expensive items – objects of obvious worth such as cameras, lap top computers, electric razors, jewelry, cash, or clothing

35. Is it ‘lost’ or has it been left on purpose? Other items In general terms, however, they can include : Documents – this can cover a wide range of papers including business and personal documents, as well as related items such as passports and credit cards.

36. Is it ‘lost’ or has it been left on purpose? Regardless of what is considered is to be lost or found; it must be reported and recorded according to organizational requirements.

37. THAT'S A WRAP! THANK YOU FOR YOUR PARTICIPATION TRAINEES!!