Valet/Butler Service Lessons PDF

2 SEMESTER nd QUARTER 3 LESSON 4: PROVIDE VALET/BUTLER SERVICE LEARNERS SHOULD BE ABLE TO… 1. Discuss basic roles of valet and butler service within the Philippine hospitality industry LEARNERS SHOULD BE ABLE TO… 2. Establish rapport and enhance feelings of goodwill between the guest and the...

2 SEMESTER nd QUARTER 3 LESSON 4: PROVIDE VALET/BUTLER SERVICE LEARNERS SHOULD BE ABLE TO… 1. Discuss basic roles of valet and butler service within the Philippine hospitality industry LEARNERS SHOULD BE ABLE TO… 2. Establish rapport and enhance feelings of goodwill between the guest and the establishment through principles of good communication in accordance LEARNERS SHOULD BE ABLE TO… 3. Practice good grooming and personal hygiene of valet service provider  Basic roles of valet and butler service within the Philippine hospitality industry “Butler” is a servant in a wealthy, large household and “Servant” is an older English term for "Domestic A “Domestic Worker” is someone who works within the employer's household and perform a variety of household services for an individual or a family, from providing care for children and elderly dependents to cleaning and household maintenance, known as “housekeeping”. Valet or Varlet is a “French Term” which means “male servants”. In Valet, the “T” is being silent. In modern usage, the Hotel Valet/Butler is an employee who performs personal services for guests making sure that everything is properly and efficiently attended. Butler is also known as “Personal Assistant of Guest” Butler is usually in a Five Star Hotel or in a Big Hotel as part of their high and quality service. Butler most likely to wear business attire or suit designed by establishment as their uniform. Butler Service is a personalized service given to guest who request for specialservice to attend his needs 1. Basic services of a hotel butler Laundry and ironing. Shoe shine. Packing and unpacking of guest luggage. In-room breakfast and beverages. 2. Other personalized services of a butler He must have an amount of information gathered before hand that makes it possible for him to know the guest in greater depth, thus being able to anticipate the 2. Other personalized services of a butler Received training on service quality, service strategy creation, preparation of a guest’s profile, stay satisfaction follow-up, management of complaints, and so on, that allows him to offer a highly personalized service. 3.Attire of a butler in a five star hotel Wear business attire or suit designed by establishment as their uniform. 4. Roles of a butler When the guest arrives, the butler must establish the guest’s profile, be it through the information provided before the guest’s arrival or through personal contact with the guest or a guest’s acquaintance. The Hotel Butler must have a series of strategies that serve as tools to get to know the guest’s needs and as means to generate service needs. 4. Roles of a butler Daily personalized assistance, detailed observation, the capacity to analyze the guest’s behavior are, among other, the tools that the butler resorts to on a daily basis to determine what the possible needs of theguest are, to generate such needs, and to transform them into services provided with the requested level of quality, showing the butler’s capacity to satisfy the guest’s needs and exceeding the guests’ expectations inconnection with them. 4. Roles of a butler - The modern Hotel Butler does not wait for the guest to make a request,but generates the guest’s requests through suggestions, comments and ahigh capacity for implementation. Building rapport through oral and written communication Building Guest Rapport “Rapport” is a feeling of sympathetic understanding', where two people feel a bond between one another, such that they will more easily trust one another. TECHNIQUES IN BUILDING RAPPORT 1.The first technique is finding something in common. 2. The next technique is to give compliments. Building Guest Rapport through Oral Communication Talk to your guests You need to talk to your guests through out their stay. Face-to- face feedback will always be the most effective and ideally we need to get feedback before it’s too late to do something about it. If what you have provided fails to meet expectations you’d rather know about it before the guest leaves so you can resolve it, rather than waiting for them to put their comments What is Rapport and how does it Related to Writing? Rapport is a relationship that you build with someone and it is based on mutual trust. Building a rapport is when people engage in activities or writing that fosters that trust. Authors are successful when they are able to build a rapport with a reader. If you don't trust what the author is telling you, why would you even be reading their material? Some authors are better at building a rapport with readers than others. Here are Some Ways on How to Build Rapport 1.Active Care: Don’t wait to be asked Show that you care about other people. Not just by being nice and friendly but by going out of your way to help them. Show interest not only in the subject but also in the person. Indicate that you care about them. Here are Some Ways on How to Build Rapport 2. Co-location: Just be nearby Arrange to be near the other person. Start just by saying “hello” in passing and gradually build the relationship from there. When you regularly see most people, you learn that they are not a threat and that getting to know them is easy. And when you get to know people, you often find that they are quite nice, as most people actually are. Here are Some Ways on How to Build Rapport 3.Encouraging: Getting them to speak An important way you encourage others is in the signals you send, both via the words you use and also the non-verbal signals. Here are Some Ways on How to Build Rapport 4.Holding Gaze: Eye to eye attraction Encourage them to talk, then pay close attention, gazing directly at them. Look at their face and into their eyes as if you cannot drag your eyes away. ersonal Grooming and Hygiene The most basic and effective way to avoid infection and illness in a work environment is good personal hygiene and proper grooming. This means regular bathing, wearing proper clothing, and thorough handwashing. Regular Bathing Regularly bathing or showering helps remove dirt, sweat, and odor-causing bacteria. It's recommended to bathe daily or every other day. Proper Clothing Appropriately clothed, pleasant smelling and good-looking staff members affects the overall impression and environment of the workplace. Clothing in some work environments affects the productivity of staff and Hand Washing Regular and proper handwashing, particularly before and after a certain activity, is one of the best ways to avoid getting sick and to prevent the spread of germ How often and when to wash hands? Workplace Hygiene Checklist  Workplace Hygiene Checklist Bathe daily, using soap and water Workplace Hygiene Checklist Wash hair regularly using shampoo  Workplace Hygiene Checklist Shave Regularly  Workplace Hygiene Checklist Comb hair before work Never comb hair in the work area  Workplace Hygiene Checklist Tie long hair to the back of the face  Workplace Hygiene Checklist Keep nails short and clean  Workplace Hygiene Checklist Remove nail polish and artificial nails  Workplace Hygiene Checklist Wounds are covered with medical dressing Activity 2 Ice breaker Activity: “Common Ground” Have students pair up and find three things they have in common. Each pair shares 1 commonality with the class Encourage positive reinforcement by acknowledging shared interests Building Rapport through Communication Ice breaker Activity: “Appreciation Circle” Form a circle with students Each student takes a turn expressing 1 positive trait or skill they appreciate in the person on their right Continue until each student has received positive feedback. GROUP ACTIVITY to be presented next week Instructions: Form a pair of students. Assign each member a role: a. Butler: Responsible for assisting guests with their needs and providing personalized service. b. Guest: Represents a guest requiring valet and butler service. Each pair will engage in a role-play scenario involving valet and butler service in a hotel setting. The scenario will include the following steps: a. The Butler practice and prepares himself good grooming and personal hygiene. b. The Guest arrives at the hotel entrance and is greeted by the Valet Supervisor and Butler. c. The Butler engages in good communication skills while assisting the guest with parking their vehicle and carrying their luggage to the room. After the role-play scenario, each pair will discuss their experiences and reflect on the following questions: a. What were the basic roles and responsibilities of the valet and butler service team? b. How did effective communication enhance the guest experience? c. How did practicing good grooming and personal hygiene contribute to the professional image of the valet service providers? Each group will share their reflections with the class, and the teacher will facilitate a brief class discussion to consolidate the key learnings from the activity. ACTIVITY 1 Discuss basic roles of valet and butler service within the Philippine hospitality industry ACTIVITY 1 1.What are the basic services offered by a hotel butler? 2.What are other personalized services of a butler? 3.In a five star hotel, what is the attire of a butler? Why? 4.What are the roles of butler? 1. The word “Servant” is a servant in a wealthy, large household. 2. The word “Butler” is an older English term for "Domestic Worker“. 3. Butler is also known as “Personal Assistant of Guest” 4. Valet or Varlet is a “French Term” which means “female servants”. 5. Raport is a relationship that you build with someone and it is based on mutual trust. 6-10. GIVE 5 Workplace Hygiene Checklist