CHAPTER 4

PROVIDE VALET/ BUTLER SERVICE:

Objective:
1. Identify the basic roles in valet service in the Philippine hospitality industry.
Topics:

1. Provide valet services to guests

2. Display professional valet standards
3. Care for guest property

Learning Outcomes:

1. Provide valet services to guests

2. Perform professional valet standards
3. Give care for guest property

BASIC ROLES IN VALET SERVICE IN THE PHILIPPINE

HOSPITALITY INDUSTRY
.

Introduction:
“Butler” is a servant in a wealthy, large household and “Servant” is an olde English
term for "Domestic Worker". 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”. Responsibilities may also include cooking, doing
laundry and ironing, food shopping and other household errands. Some domestic workers live
within the household where they work.
Valet or Varlet - is a “French Term” which means ““male servants””.
Valet termed for “male servants” and its meaning is the “Housekeeper”
Housekeeper - is for “Woman” who is in charge for caring for the entire house and its appearance.
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” or (P.A.)
- 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 guests who request special service to attend
his needs.
Valet - is also used for people performing specific services:
Parking Valet - a service employee who parks cars for guests.
Car Valet - an employee who is paid to clean people's cars professionally.
Valet - a professional wrestling term for a person who accompanies a wrestler to the
ring - originally a beefy man but now usually a busty woman.
HISTORY

Throughout history, the word “Butler” has been associated with service. The definition of
“Service” in the reads:
Occupation or function of serving the State, an institution or an individual.
Organization and personnel supplying some public demand.
Contribution to the welfare of others.
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Butler is someone who provides services. The fact that butlers used to serve their guests the
butler’s whole life- put them in an unparalleled position

Modern Hotel Butler does not wait for the guest to make a request, but generates the guest’s
requests through suggestions, comments and a high capacity for implementation. The Hotel butler
oversees preparing a profile so that in-depth knowledge of the guest can be achieved.

The Hotel Butler makes all the difference:

Even though some hotels have not set up a Butler Department, they however offer certain
services that are typical of such position, performed by a different kind of employee under a
different name, e.g.: valet, runner, assistant, bellboy, and so on.
The Basic Services Offered by a Hotel Butler are:

Laundry and ironing.

Shoeshine.
Packing and unpacking of guest luggage.
In-room breakfast and beverages.
And other personalized services

Butler
Is a senior servant in a well-to-do household.
May also be entitled Majordomo, Butler administrator, Staff manager, and head of
household staff and in the grandest homes where the employers owns more than one
residence, there in sometimes as estate manager of higher rank than the butler.
Today female butlers are sometimes preferred especially for work within middle and Far
eastern families where it may be culture and problematic for males to work closely w/
females in a household.
Western female celebrities may also prefer a female butler, here the wife is driving the
decision to have a butler and in 2004 Buckingham a lace announced it was actively
recruiting females for the positions.

When you arrived, the butler will…

Ensure accommodation is ready
Greetings upon arrival
Process your registration in your room
Offer to unpack luggage
Offer welcome beverage
Offer complimentary pressing
Take note of any requirements, guests may have an arrival.

During your stay the butler will.

Take room service orders for breakfast, lunch and dinner
Handle laundry, dry cleaning or pressing requests
Liaise w/ housekeeping over servicing o suite
Offer to draw a scented bubble bath
Tidy your wardrobe
Ensure that your suite is maintained in perfect condition
Check and restock suite bar

At Departure time, the butler will.

Offer to pack for you
Present your account in advance of check out
Arrange transport requirements
Coordinate luggage pick up
Escort you to the lobby
Check your suite for any items you might have forgotten.

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 BUILDING GUEST RAPPORT THROUGH ORAL
AND WRITTEN C OMMUNICATION

.
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.

Building rapport is important in industries that involve social interaction. Using certain
techniques can help you build rapport quickly and effectively. This skill doesn't only give you a
friendly and confident vibe, but it also gives you the means to connect to people and negotiate
your way to achieve your goal. As a matter of fact, building rapport is the foundation of social
persuasion.

People who put their trust in you will agree with everything you say without any hesitation.
Those who you have good connections with can easily fall under your charms. There are a lot of
scenarios out there where these rapport building techniques are useful. If you like to begin
learning these techniques, then you should keep on reading.

The first technique is finding something in common. There is a saying that birds with the
same feather tend to flock together. This statement is true for most social scenarios. People who
want the same type of art can feel more comfortable with each other compared to others who
prefer different types of art.

If you get yourself in a scenario where you must build rapport right away, try to look for
something in common with the person you are talking to and take it from there. However, you
should remember that lying will not get you anywhere. Once you get yourself caught, that
person will not trust you anymore. Be comfortable with telling the truth about yourself.

The next technique is to give compliments. People like to hear something good about their
character. So, whenever you can, find something good about the person you are talking to. It
does not have to be outrageous. It can be something as casual as "Hey! Nice dress".

BUILDING GUEST RAPPORT THROUGH

ORAL COMMUNICATION

Research shows that good communication can improve relationships, increase trust,
intimacy, and support. The opposite can also be true; poor communication can weaken
relationships and create mistrust. Relationships fail every day because of a lack of communication
skills. We either don't know how to communicate or we simply aren't interested in learning. All
relationships, at one time or another, experience stress. When this happens, it is vital that we have
the tools and skills necessary to deal with these issues in a positive and productive way. Many
people don't realize that they are being unreceptive in their communication skills and eventually
their negative communication leads to increased stress.

Talk to your guests

Face-to- Face
Be observant Being visible
Builds rapport and trust.
Training to ask for feedback
Bear in mind your guests will tell you things that won’t give feedback to your staff, and vice
versa. So, ask your staff what feedback they have received, and listen to their ideas on how to
make improvements and how to capitalize on positive feedback and your strengths.
HERE ARE SOME WAYS ON HOW TO BUILD RAPPORT

As we are looking for ways to improve our rapport with guests, customers, clients and
prospects let's cast our gaze to improve. It might surprise you to learn that even in something as
spontaneous as Improvisation there are rules to play.
Active Care: Don’t wait to be asked

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 Co-location: Just be nearby
Encouraging: Getting them to speak

You do not need to say anything to encourage people to keep talking. Here are a few things
you can do to keep them talking, as well as using other body language, such as:

Silence- Nature abhors a vacuum and so do people. Stay quiet and they will fill
the gap.
Raised eyebrows: Raise one or both (if you can't do one) eyebrows expectantly.
Tilted head: Tilt your head sideways, perhaps in combination with the eyebrow-
raise.
Nodding shows agreement and interest.
Noises: Make encouraging noises, such as 'uh-huh', 'mm', etc.
Holding Gaze: Eye to eye attraction
1. 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.
2. Match their emotions in this. If they are describing achievements, look pleased. If they
are describing a hurt, look sympathetic.
3. Be careful with this. Do not stare -- use a soft and flattering gaze that says, 'you are
wonderful'. If they start to look at all uncomfortable, pull your eyes reluctantly away
with an apologetic brief smile. Glance back frequently as if you are dying to gaze at
them again.
4. An important note: Your eyes and the muscles around them signal much your emotions.
So, when you are interested or sympathetic, you must be interested or sympathetic.
PROCEDURES IN PERFORMING VALET SERVICES
A. Picking- up laundry

Procedure:
1. Room attendants, room boy or valet runner (whoever is in charge) shall pick up the guest
laundry together with the laundry list from the guestrooms.

a. Guests shall fill up the laundry list (see the next page) and may request pickup either
through the housekeeping or laundry office guest phone or through the Front desk or
to any room supervisor or room attendant.

MC HOTEL
LAUNDRY VOUCHER
Voucher No. 1
(Partial list of items only)
Name Guest: Room No. Date/Time:
Mr. Patrick Gulle 201 January 15, 2020, 8:30 AM
Guest Hotel Articles Price Total Damages if
Count Count Amount any
FOR PRESSING (partial list)
2 Suit 55.00
2 Trousers 80.00
1 Jacket 65.00
2 Barong Tagalog 50.00
3 Shirt Long Sleeves 40.00
2 Sport Shirt 35.00
1 Vest 30.00
1 Necktie 10.00
1 Silk shirt 50.00
Others
FOR WASHING OR DRY CLEANING
2 Suit 55.00
2 Trousers 80.00
1 Jacket 60.00
2 Barong Tagalog 80.00

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 2 Sport shirt 50.00
1 Vest 40.00
1 Necktie 20.00
1 Silk shirt 50.00
Others
Remarks or instructions Total P
from guests Extra charge ____________
Sub Total __________
Suit (Dry Cleaning) Sales tax _________
Trousers (Dry Cleaning Service charge 10 % _________
Barong Tagalog (Hand Total Charge P ___________
wash)
The rest are for machine
wash.
Legend: Green colored- Filled up by Guest
This laundry list shall be filled up by the guest when he wants his garments to be laundered. In
the list, guest counts are indicated. This should always be reconciled to prevent misunderstanding.
1. Validate actual counts of items against the one listed in the laundry list. Write your count on
the list (blue color). Write the total amount (red color)

MC HOTEL
LAUNDRY VOUCHER
Voucher No. 1

(Partial list of items only)

Name Guest: Room No. Date/Time:

Mr. Patrick Gulle 203 January 15, 2020. 8:30 AM
Guest Hotel Count Articles Price Total Damages if
Count Amount any
FOR PRESSING (partial list)
2 2 Suit 35.00 70.00
2 2 Trousers 40.00 80.00
1 1 Jacket 35.00 35.00
2 2 Barong Tagalog 50.00 100.00
3 3 Shirt Long Sleeves 50.00 150.00
2 2 Sport Shirt 45.00 90.00
1 1 Vest 25.00 25.00
1 1 Necktie 5.00 5.00
- - Silk shirt 30.00

FOR WASHING OR DRY CLEANING

2 2 Suit 35.00 70.00

2 2 Trousers 35.00 70.00
1 1 Jacket 25.00 25.00
2 2 Barong Tagalog 20.00 40.00
2 2 Sport shirt 20.00 20.00
1 1 Vest 10.00 10.00
1 1 Necktie 5.00 5.00
- - Silk shirt 20.00
Remarks or instructions from Total P ______
guests
Extra charge _________
Suit (Dry Cleaning)
Sub Total ________
Trousers (Dry Cleaning

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 Barong Tagalog (Hand wash) Sales tax _________

The rest are for machine wash. Service charge 10 % _________

Total Charge P _________

* In the list, the hotel count and the guest count are indicated. This should always be
reconciled to prevent misunderstanding. It already contains the prices for the laundry
service.
Check for possible damage like missing buttons, discoloration, etc. Indicate the damage in
the laundry list (Yellow color).

LAUNDRY VOUCHER
Voucher No. 1
(Partial list of items only)
Name Guest: Room No. Date/Time:
Mr. Patrick Gulle 201 January 15, 2020. 8:30 AM
Guest Hotel Articles Price Total Damages if any
Count Count Amount
FOR PRESSING (partial list)
2 2 Suit 35.00 70.00 -
2 2 Trousers 40.00 80.00 -
1 1 Jacket 35.00 35.00 -
2 2 Barong Tagalog 50.00 100.00 double creases in sleeves
3 3 Shirt Long Sleeves 50.00 150.00 -
2 2 Sport Shirt 45.00 90.00 -
1 1 Vest 25.00 25.00 -
1 1 Necktie 5.00 5.00 -
- - Silk shirt 30.00 -
FOR WASHING OR DRY CLEANING
2 2 Suit 35.00 70.00 -
2 2 Trousers 35.00 70.00 -
1 1 Jacket 25.00 25.00 -
2 2 Barong Tagalog 20.00 40.00 -
2 2 Sport shirt 20.00 20.00 -
1 1 Vest 10.00 10.00 -
1 1 Necktie 5.00 5.00 -
- - Silk shirt 20.00 -
Remarks or instructions Total P ______
from guest Extra charge _______
Sub Total _______
Sales tax ______
Service charge 10 % ______
Total Charge P _______

1. Inform the guest (if he is around) of the noted damage.

a. If stains or damage are found in the item, the valet runner or room attendant who picks up
the laundry will fill up the guest notification form (see damage advice) to notify the guest of
noted damage or any discrepancy. This notification is brought to the guest by the room boy
or bellboy.

b. The guest shall acknowledge receipt of said notification by signing his name.

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 MCHOTEL

LAUNDRY DEPARTMEMT

DAMAGE ADVICE

NAME OF GUEST: Mr. Patrick Gulle

ROOM NO. 201 DATE: January 15, 2020, TIME: 8:30 AM

We are constrained to return to you the attached laundry items because we have noticed the
following on the garment when it was sent to us for laundry.

{ } Discolored areas spots { } double creases

{ } stains { } deformity

{ } with shrinkage { } worn-out

{ } has shiny patches { } with cut/tears

{ } not fit for the processing you requested (i.e. not for machine wash but for dry cleaning to avoid
damage.)

As these are more than what is normal, we cannot guarantee that the garment will be
laundered/dry cleaned, Pressed to your satisfaction. Please let us know what you would like us to
do.

{ } The other items are being processed to avoid further delay and will be delivered to you
shortly.

Your comments:

c. If___________________________________________________________________________
the guest is not around, he checks it in the presence of a floor guard or room
____________________________________________________
boy/supervisor who will be serving as witness for damages

2. Thank You,
Pick up items are placed in plastic laundry bags (must be segregated to avoid contamination) then
place directly at the linen chute, then records in the logbook all soiled linen were gathered from
LAUNDRY DEPARTMENT
the chute, indicating the number of pieces for each item and damages if any.
______________________________
a. Number of pieces for each item and damages if any.
Guest Signature
3. The soiled items are turned over to the linen in charge. The latter shall acknowledge receipt of the
item by signing in the endorsement form in the
logbook.

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 Assessment Method
Quiz
Direction: Fill Out the Laundry Voucher form

MC HOTEL
LAUNDRY VOUCHER
Voucher No. 1

(Partial list of items only)

Name Guest: Room No. Date/Time:

_________________________ _______ ____________________
Guest Hotel Articles Price Total Damages
Count Count Amount if any
FOR PRESSING (partial list)

FOR WASHING OR DRY CLEANING

Remarks or instructions
from guests
Total P ___________
________Dry Cleaning)
Extra charge _________
________(Dry Cleaning
Sub Total ________
_________ (Hand wash)
Sales tax _________
The rest are for machine
wash. Service charge 10 % __________

Total Charge P ___________

SORTING, ENDORSING AND DELIVERING OF LAUND

Steps
1. Check all received items against the tag and sort them.
2. Fold or hang the items (whichever is appropriate)
3. Endorse items to valet runner for delivery.

HOUSE KEEPING ORGANIZATION- FUNCTION OF A VALET RUNNER

VALET RUNNER
Basic Function: Responsible for the pickup and delivery of laundry items of guests also
those for house use

Specific Duties:
1. Picks up guests’ items for laundry and endorses them to sorter/marker for proper
classification
2. Checks laundry items for possible damage and immediately informs the guest about it.
Also indicate noted damages in the record.
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 3. Informs the sorter/marker about the special instructions of guests regarding the latter’s
laundry items.
4. Help in sorting finished items that are ready for delivery.
5. Delivers processed guests’ laundry referring to tag number and room number and makes
sure these items are delivered on time.
6. Coordinates with the room keeping supervisor for the delivery of all processed items when
guests are not in their rooms.
7. Inform the laundry office of his whereabouts in case there is any call for pick up and
immediate delivery.
8. Coordinates with Front Office/housekeeping regarding information on room changes to
avoid wrong delivery.
9. Performs other related duties as maybe assigned by his/her supervisor.

SORTING-MARKING PROCEDURES FOR UNPROCESSED ITEMS

Steps
1. Upon receipt of items for laundry, the sorter lines up the laundry bags according to the
time they are received.
2. Count and check all items in the bag.
3. Mark/tag all items according to the type of required processing
4. Inform supervisor of special instructions of the guest.
5. Endorse items for processing to the concerned laundry staff reminding her of special
instructions of the guest.

RECORDING AND DELIVERING OF LAUNDRY ITEMS

Procedure:

1. Fold processed laundry items. Hang those that need to be hanged. Cover it with
plastic cover,
2. Record all finished items for delivery and note down damages if any.
3. Deliver all items and have the records acknowledged by the guard on duty at the
laundry area.
4. Prepare production report and damages report (If there is damage).
ACCOMPLISH THE DAMAGES ADVICE FORM

MC HOTEL
LAUNDRY DEPARTMEMT

DAMAGE ADVICE

NAME OF GUEST: Mr. Patrick Gulle

ROOM NO. 201 DATE:January 15, 2020 TIME: 8:30 AM

We are constrained to return to you the attached laundry items inasmuch as we have noticed the following on
the garment when it was sent to us for laundry.

{ } Discolored areas spots { } double creases

{ } stains { } deformity
{ } with shrinkage { } worn-out
{ } has shiny patches { } with cut/tears
{ } not fit for the processing you requested (i.e. not for machine wash but for dry cleaning to avoid damage.)
As these are in excess of what is normal, we cannot guarantee that the garment will be laundered/dry cleaned.
Pressed to your satisfaction. Please let us know what you would like us to do.
{ } The other items are being processed to avoid further delay and will be delivered to you shortly.
Your comments:
_______________________________________________________
_______________________________________________________
Thank You,

9
 MC HOTEL
LAUNDRY DEPARTMEMT

DAMAGE ADVICE

NAME OF GUEST: __________________________________

ROOM NO. ________DATE: ________________TIME: ____________

We are constrained to return to you the attached laundry items inasmuch as we have noticed the following
on the garment when it was sent to us for laundry.

{ } Discolored areas spots { } double creases

{ } stains { } deformity
{ } with shrinkage { } worn-out
{ } has shiny patches { } with cut/tears
{ } not fit for the processing you requested (i.e. not for machine wash but for dry cleaning to avoid damage.)

As these are in excess of what is normal, we cannot guarantee that the garment will be laundered/dry
cleaned. Pressed to your satisfaction. Please let us know what you would like us to do.

{ } The other items are being processed to avoid further delay and will be delivered to you shortly.

Your comments: _______________________________________________________

_____________________________________________________________________
Thank You,
LAUNDRY DEPARTMENT

BELL BUTLER SERVICE

The bell service Unit extends assistance to arriving and departing guests and handles their
luggage. Likewise, it attends to the following:
1. Responding to all service calls of hotel guests, all hotel guests’ items are delivered to the
guestroom by the Bell Service staff.
2. Monitoring cleanliness and orderliness of the lobby and coordinating with Housekeeping
for proper cleaning.
3. Observing and reporting all unusual circumstances occurring in the lobby such as
unauthorized persons, loitering, disorderly conduct, etc. In this regard the bell service
counter at the lobby must be always manned in order to monitor the movement at the
lobby.
4. Delivery of gust mail, package, messages, etc.
5. Assisting guest during room transfer and check out.

CHECK N ASSISTANCE.
Procedure:
When a guest reaches the hotel, he should be warmly received and assisted by the
doorman/bellboy following the procedures:
1. Greeting and welcome the arriving guests.
2. Offer to unload guest’s luggage from the vehicle.
3. Unload the guest’s baggage, count each piece and inform the guest of the total count
for the latter to check and ensure that all his traveler’s effects are taken out of the cab
and accounted for.
4. As guest registers, stand by to receive rooming instructions from the desk clerk.
5. Receive key and rooming instructions from the desk clerk then lead the guest to his
room.
6. Knock or activate the doorbell before entering the room to verify if there is someone
inside and to make sure it is available before opening it for the guest. When this is

10
 occupied or not yet ready, the bellman/butler shall tactfully inform the guest of the
mistake and ask for replacement via the telephone.
7. The bellman/butler shall open the room with the key/bin card and switch on the
light, and then let the guest in. He shows him the room and brings in the baggage.
He shall explain the use of facilities in the room such as air-conditioning thermostat
control, bathroom light switches etc. Explain the operation of the TV if it needs
special instructions.
8. Inspect the room and bathroom. Check for busted bulbs, dirt, and defective
amenities.
9. Sell hotel services, inform guests of:
Outlets and operating time; products/services
Room service, long-distance facilities. Business center, laundry, etc.

10. Take leave of the guest and ask if everything is ok.

As a last gesture he shall assure the guest of his willingness to be further help and
bid him a pleasant and enjoyable stay.
11. Inform the Bell Captain or Front Office Manager of unusual behavior of the guest or
condition of the baggage, He must also call the attention of the housekeeping
Supervisor upon noticing defect of the room.
12. Record the check-in on the Bellman Control Sheet, indicating the name of the
bellman/butler, the number of luggage and the room number.

GROOMING STANDARDS OF A BUTLER

Practice Grooming Standards of a Butler.

A butler's appearance must reflect the role, with an appropriate wardrobe and well presented
in every detail in person and dress—neat, clean, pressed, and well groomed. b. The butler should
have an office as his personal work quarters— properly supplied and furnished, and always tidy,
well organized, and clean

HAIR
Clean, neatly combed, no dandruff.
Ladies’ hair should be clipped on both sides or breaded (if it is long)
The length of men’s hair should not go beyond collar and the side hair must
Not cover the ears
Bangs should be avoided

UNIFORMS
Must be comfortably fit, no sagging hemline
Properly buttoned; sleeves should never be folded nor rolled
Clean and well pressed; free from stains nor wrinkles

FACE
Men - free of beard and moustache
Ladies - must have light and appropriate make-up that should be
retouched from time to time
Free from pimples and blemishes
MOUTH
Free from bad breath; mouth wash to be used to ensure fresh breath
No tooth decay
EARS
Clean and free from visible dirt inside and outside
Earrings are never appropriate for men; ladies in uniform should never
wear dangling earrings
BODY
Free from body odor; deodorant to be used daily
Daily shower is a “must”

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 FINGERNAILS
Clean and free from dirt
Men - nails should be short and properly trimmed
Ladies - avoid very long fingernails and must always be clean and well-
manicured. If cutex is used, it should look clean, fresh and not tattered.

SHOES AND SOCKS

Should be clean and well-polished, heels in good condition
Black socks for men and changed daily with fresh ones
Ladies should wear stockings but must ensure it has no “run” or damage

PERFUMES
Not allowed much as the smell contaminate the food

EXCESSIVE JEWELRIES
not appropriate

PRESSING AND PRESENTING CLOTHES

A. Pressing Guest Clothes

Whether you are an ironing novice or confident in your pressing prowess, there are some
tips and tricks out there from which everyone can benefit.

Always read labels

4.
Make the best use of your board
5.
The perfect crease
6.
Ironing miscellaneous items
7.
B. Presenting Guest Clothes
a. hanged b. folded

PRIVACY AND CONFIDENTIALITY OF GUEST

Maintain confidentiality of guest’s property and activity in accordance with legal and
ethical requirements.
Responsibilities of a Room Attendant/Butler
1. Upon receiving the guest, do not create any conversation regarding his personal
information. It will be alright to know his name and the room he will be checked in.

2. Do not ask about sensitive information of the guest such as his race, ethnic origin,
political opinion, religion and other beliefs, criminal background or the like.

3. If he asks you to unpack his luggage, do so, but if he do not like do not insist.

4. If you unpacked the luggage and you saw any confidential things in his luggage, do not
tell anybody but only your supervisor. Make it a secret.

5. Do only what the guest instructions; do not touch his things unless he tells you to do so.

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 Assessment Method
Long Quiz

Direction: Answer the following questions (Attach long bond paper for your answer)
1. What would you do if you saw a deadly weapon in the guest luggage?
2. If you saw drugs in the pocket of his pants while you are unpacking his clothes, what
will you do?
3. What would you do if you saw illegal activities of the guest?
4. What is the grooming standard of a butler?
5. What are the different tips for ironing?
6. What is the difference in grooming and communication standards between a butler
and a room attendant?
7. Is it necessary to know different languages? Why?
8. What is the best procedure for unpacking and packing guest’s property?
9. How will you clean shoes with beads and accessories?
10. How can you establish a good relationship during your first meeting with the guest?
11. If the guest luggage handle got destroyed while you were packing or unpacking
things, how will you handle this?
12. What are procedures in sorting-marking procedures for unprocessed items?
13. How will you build rapport during your first meeting with your guest?
14. What is the color tag for dry cleaning?
15. What is the color tag for washing?
16. What is the basic function of a valet runner?
17. Give at least 3 specific duties of a valet runner.
18. What is the important data in the laundry voucher when you pick up laundry items?
19. What is rapport? Why is building rapport important in the industries?
20. How do you establish rapport between you and the guest?
21. What are the basic services offered by a hotel butler?
22. What are other personalized services of a butler?
23. In a five-star hotel, what is the attire of a butler?
24. What are the roles of butler?
25. What is the difference between a butler and a valet runner?

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