FH12 Valet Butler Service

PROVIDING A
VALET AND
BUTLER SERVICE
LEARNER GUIDE
Providing a Valet and Butler Service

Learner Information
Details
Name of learner
Please Complete details
Name of manager
Work Unit
Facilitator
Date started
Date of completion & Assessment
Tourism, Hospitality and Sport Education and Training Authority (THETA), 2003
2
Table of Contents
Table of Contents....................................................................
Keys to Icons.........................................................................
Providing a Valet and Butler Service...............................................
Introduction.............................................................................................................................
Specific Outcomes and Range of Learning.........................................
Practical Tasks
.......................................
Credits of this Module.............................................................
Learner Support....................................................................
Purpose of this Module.............................................................
1. Customer Relations..............................................................
1.1 Developing Rapport with Customers / Guests........................................................
1.2 Complaints and Queries.................................................................................................
1.3 Guest Requests................................................................................................................
1.4 Delegation of Work........................................................................................................
Self Assesment 01................................................................................................................
2. VIP Satisfaction.................................................................
2.1 Guest Confidentiality.....................................................................................................
2.2 Working in VIP and Guest Areas................................................................................
2.3 Record Keeping...............................................................................................................
3. Hotel Facilities Offered........................................................
3.1 Turn-down facilities......................................................................................................
3.2 Courtesy bar / lounge....................................................................................................
3.3 Room service...................................................................................................................
3.4 Breakfast & Dinner.......................................................................................................
3.5 Other Features..............................................................................................................
3.6 Local Services.................................................................................................................
3.7 News Issues....................................................................................................................
3.8 Demonstrating Facilities..............................................................................................
3.9 Laundry Services...........................................................................................................
3.10 Pressing Services.........................................................................................................
3.11 Polishing Shoes..............................................................................................................
3.12 Guest Repairs................................................................................................................
3.13 Organising the Services.............................................................................................
Self Assesment 02...............................................................................................................
4. VIP Guests & Executive Areas.................................................
4.1 Dealing with VIP Guests..............................................................................................
4.2 Packing Procedures........................................................................................................
4.3 Interrelationship of Cost, Time and Stock Levels................................................
3
4.5 Bar Set-up.......................................................................................................................

4.6 Food Service...................................................................................................................
4.7 Silver Service.................................................................................................................
4.8 Serving Cold Beverages.................................................................................................
4.9 Serving Drinks off a tray............................................................................................
4.10 Presenting and opening a bottle of wine.................................................................
4.11 Tasting and Pouring Wine...........................................................................................
4.12 Opening a bottle of champagne or sparkling wine...............................................
4.13 Maintaining Stock Levels...........................................................................................
4.14 Tidiness and Cleanliness of Guest Areas................................................................
Self Test 03..........................................................................................................................
Signatures required on successful completion of this Module...................
Acknowledgements..................................................................
4
Keys to Icons
The following icons are used throughout the study guide to indicate specific
functions:
FOLDER ENCLOSURES
This includes all examples, handouts, checklists, etc.
DON'T FORGET/NOTE
This icon indicates information of particular importance.
VIDEOS
Videos recommended as added value learning.
SELF-ASSESSMENT QUESTIONS.
Self evaluation for learners to test understanding of the
learning material
ACTIVITY TIPS
These help you to be prepared for the learning to follow and
must be added to the module content/portfolio of evidence.
PRACTICAL TASKS
An important part of the assessment process is proof of
competence. This can be achieved by observation or a portfolio
of evidence. These tasks meet this component of assessment.
TASKS
Tasks/questions to be complete to demonstrate understanding of
module content. Shows transference of knowledge and skill.
5
Providing a Valet and Butler Service

Introduction
Purpose
The purpose of this training programme is to provide you with

the applied competence according to Unit Standard FH12.
In order to achieve the credits and qualify for this appropriate
registered standard, determined by the Sector of Education
Training Authority, you are expected to have demonstrated
specific learning outcomes
Specific
Specific outcomes describe what the learner has to be able to

Outcome do successfully at the end of this learning experience.
s
Assessment
Criteria
The only way to establish whether a learner is competent and

has accomplished the specific outcomes is through the
assessment process.
Assessment involves collecting and
interpreting evidence about the learners ability to perform a
task.
This module may include assessments in the form of self-test,
group tasks, quizzes, projects and a practical training
programme whereby you are required to perform tasks on the
job and collect as portfolio of evidence, proof signed by your
supervisor that you have successfully performed these tasks
Range of
Learning
This describes the situation and circumstance in which

competence must be demonstrated and the parameters in
which the learner operates.
Responsibility
The responsibility of learning rest with you, so . . .

Be proactive and ask questions.
Seek assistance and help from your coach, if required.
6
Specific Outcomes and Range of Learning

Demonstrated
KNOWLED
GE and
UNDERST
ANDING:
Demonstrated
ability to
make
DECISIO
NS about
practice
and to
ACT
accordingl
y:
1. Explain the importance of having a current knowledge of

hotel facilities, local services and news issues.
2. Explain the importance of developing a rapport with guest
in terms of customer satisfaction.
3. Explain the reasons for maintaining guest confidentiality
particularly with VIP guests.
4. Describe
the
interrelationship
between
customer
satisfaction and a good knowledge of wines and food when
working in VIP and executive guest areas.
5. Explain why VIP records must be kept updated.
6. Explain the importance of following specified packing
procedures, given a range of suitcases, suit hangers and kit
bags.
7. Describe the interrelationship between cost, time, and
maintaining required stock levels of food and beverage
items in executive guest areas.
8. Explain why guest complaints and queries must be dealt
with accurately and promptly and should be seen as an
opportunity to improve performance.
9. Communicate with guests in a welcoming and friendly
manner and explain the importance of doing this.
10. Explain\demonstrate facilities within the rooms clearly to
guests.
11. Handle guest requests promptly and collect and deliver
guest items promptly.
12. Given a range of services, provide or organise all the
services within the specified time frames. (Range of
services: laundry, pressing, polishing shoes, guest repairs).
13. Maintain confidentiality regarding guest property and
activities at all times.
14. Maintain current knowledge of hotel and local services and
explain the importance of giving guests accurate
information. (Range of services: turn down, courtesy
bar/lounge,
room
services,
breakfast,
local
7
services/facilities, special functions, in house reward

programmes)
15. Complete set-ups in executive guest areas within specified
time frames and present and serve food and beverage items
in an attractive manner.
16. Maintain stock levels following correct procedures and keep
executive areas spotlessly clean and explain the importance
of doing this.
17. Prioritise and delegate work where necessary.
Demonstrated
18. Given a situation where guest VIP details have not been
ability to
updated and the request of the guest are not met, describe
learn from
how to solve this problem to meet guests needs.
our
actions
and to
ADAPT
PERFORM
ANCE
8
Practical Tasks
As part of this module you will be required to complete the following tasks.
An assessor/supervisor/experienced colleague must be present to observe you
as you complete the tasks OR you can provide a portfolio of evidence proving
your competence.
Practical Task
Task Type
Task
Task
Task
Task
Task
Mix cocktails
Turn down procedure
Room service procedure
Serving breakfast / dinner
Presenting, opening,
pouring and tasting wine
Opening sparkling wine or
champagne
Tidy and cleanup the guest
area
Press the following items
of clothing:
Pure cotton
Rayon, cotton blend
Pure wool
Silk.
Once complete prepare
the necessary valet slip
No. 1
No. 2
No. 3
No. 4
No. 5
Task No. 6
Task No. 7
Task No. 8
Date
Completed
Comments &
Initials of
Observer
9
Task No. 9
Task
Task
Task
Task
No. 10
No. 11
No. 12
No. 13
Task No. 14
Task No. 15
Task No. 16
Task No. 17
Task No. 18
Present guests laundered

clothing
Polish leather shoes
Polish suede shoes
Serve beverages at a table
Serve beverages off a
tray
Carry out repairs .on the
following:
Replace buttons
Tears
Replace zip
Hem trousers / dress
Pack guests suitcases
Lay up tables / trolleys for
breakfast
Lay up tables / trolleys for
dinner
Silver service procedure
10
Credits of this Module

Credits
The Unit Standard FH12 Providing a Valet and Butler Service

- has a total credit value of 3.
Learner Support
Books/Articles
Delivering Exceptional Customer Service, J.

Moreo
Videos
The following videos are recommended as

further tools and are available from Learning
Resources.
1.
2.
Folder
Enclosures
Front-line Customer Care (WYVR-035)

Working on the Front-line (Module 1
Total Quality Service Series) (VIDC-115)
1. Cocktail recipes
2. Par Stock Sheet
3. Requisition Book / Form
4. Bill / Invoice (for guests)
Purpose of this Module

Overall Outcome
The learner will be able to provide a butler service to the
11
guests according to the organisational requirements.
1. Customer Relations
Specific
Outcome
s
Explain the importance of developing a rapport with guests

in terms of customer satisfaction.
Communicate with guests in a welcoming and friendly manner
and explain the importance of doing this.
Explain why guests complaints and queries must be dealt
with accurately and promptly and should be seen as an
opportunity to improve performance.
Handling guest request promptly and collecting and
delivering guest items promptly.
Prioritise and delegate work where necessary.
1.1 Developing Rapport with Customers / Guests

Write how would you build rapport and develop
relationships with guests and place behind module?
Examples of ways of building rapport: providing a
polite and professional service, enquiring after
guests, maintaining confidentiality, body language,
listening to guests and responding to them in the
appropriate manner, etc.
Importance
It is important to develop rapport with guests because:

It allows you to understand the guests needs and provides
you with the ability to provide them with the level of service
they expect. Make it possible for guests to state their
12
needs and requirements promptly.

It prevents guest complaints by keeping guests informed and
sharing useful information.
1.2 Complaints and Queries

How would you deal with a complaint relating to the
following?
Lack of supplies
Wrong order
Misunderstandings
Delays in service
Spills or breakages
Lost or damaged laundry
Poor room service
Time Frame
Manner
Guests complaints and queries are dealt with immediately.

However, the nature of the complaint and / or query will often
determine how long it takes to finalise. However, never leave a
guest hanging always provide them with feedback even if the
problem has not been sorted out or their query answered!
In terms of complaints, the nature of the complaint will
determine the manner in which it is dealt with. However the
following are guidelines:
Identify the nature of the complaint by hearing the guest
out. It is important that your manner is confident when
dealing with guests. When the guest has finished, re-state
what the complaint is to make sure you have understood
correctly. If the guest is disturbing others suggest that you
move to another area.
13
Reassure the guest by empathising with them and offering an

apology. Never blame another person or department as this
is disloyal. Accept responsibility for finding a solution.
Take action if the complaint or incident is something you can
handle. If not, refer it to the appropriate person and followup.
For example if the complaint is about another
department, the guest is offered an apology and the
complaint forwarded to the pertinent department. You will
need to follow up with the department and guest to ensure
that the complaint was dealt with to the guests satisfaction.
The benefit of dealing with complaints immediately is that the
problem is rectified immediately, no further problems are
created and this ensures return business.
Benefits
1.3 Guest Requests

Time Frame
The general principle with Butler Service is that no guest

request is too much trouble (within reason of course). The role
of the Butler is to either attend to each request, or to ensure
that the relevant departments attend to these requests.
The most important thing is for a Butler to be accessible or
reachable. This means that you need to tell your VIP guests how
to get hold of you.
The guests request is considered a priority and is to

be dealt with immediately.
Procedure
Step
1
2
3
4
5
The principles for dealing with guest requests are as follows:

Action
Make sure that you understand what the guest requires. Ask
questions to clarify the request if necessary.
Confirm what you will do for the guest, when you will do it, by
what time you will do it, etc. to ensure that you have both agreed
on the same actions to be taken.
Take the action.
Check that the guest is satisfied with the action, and take
corrective action if necessary.
If a guest makes a request that you cannot satisfy (because it is
either unavailable, illegal or you do not know how to handle it),
14
refer the request to your manager to be handled.

When guests ask for additional amenities or supplies that are
ordinarily provided as part of the Housekeeping duties (such as
towels, soap, shampoo, etc.) take immediate action. Either go to
Housekeeping yourself, or send a Room Attendant, or phone
Housekeeping and ask them to send the required amenities to the
appropriate room.
If a guest requests supplies or amenities that are not part of the
Housekeeping routine, for example, replenishment of the minibar, contact the appropriate department and give them the
required information. If you do not have an easy means of
contacting the relevant department, politely suggest that the
guest telephone that department. Inform the guest of the
correct extension number
A travelling businesswoman has extended her stay at

your establishment for business purposes. She has
been invited to an exclusive dinner this evening and
did not pack the necessary items. As her butler you
have been requested to find and purchase suitable
clothing (dress, stockings, and shoes) for the
evening.
Determine the most appropriate way of fulfilling the
guests requests. The emphasis should always be on
guest satisfaction.
1.4 Delegation of Work

How is the work delegated in your department?
Purpose
Impact
Work is delegated for two reasons:

To free up time for the butler to serve guests more
effectively.
Because the work required is of a specialist nature. For
example maintenance of electrical equipment, plumbing, etc.
The impact of delegating work to others is that the butler is
free to provide a better and more personal service to VIP
guests.
15
Self Assessment 01
Instructions
In the following assessment you will be required to answer all

questions.
You are required to obtain 100% to pass.
Obtain feedback from your Assessor on the accuracy of your
answers.
If you do not obtain the pass mark, revise all the learning
material and redo the question.
Question 1
What is the benefit of dealing with guests complaints or queries immediately?
Question 2
Why would you delegate work where necessary?
Question 3
Why is it important to develop rapport with guests? Provide two examples of

ways of developing rapport.
16
2. VIP Satisfaction
Specific
Outcome
s
Explain the reasons for maintaining guest confidentiality

particularly with VIP guests.
Maintain confidentiality regarding guest property and
activities at all times
Describe
the
interrelationship
between
customer
satisfaction and a good knowledge of wines and food when
working in VIP and executive guest areas.
Explain why VIP records must be kept updated.
2.1 Guest Confidentiality

Importance/
Reasons
It is important that you respect the guests confidentiality,

which is a professional conduct issue.
Maintaining
confidentiality regarding guests property and activities is part
of good customer service and assists in building and maintaining
a good relationship with VIP guests. Guests establish that you
can be trusted and this creates return business.
2.2 Working in VIP and Guest Areas

Obtain copies of recipes for the cocktails below.
Knowledge on
Food
and
Wine
As a professional provider of service to guests, it is important

that you continuously update your knowledge of food and wine
because you need to be able to make food and wine
recommendations to guests.
Make sure that you know what each menu and wine list item is,
17
and which beverages are the best accompaniments to food.

Read wine magazines such as Wine, Wynboer and Good
Taste, and develop a good relationship with the Executive Chef
so that you can discuss food and wine with him/her.
Knowledge of
When working in a VIP Guest Area it is important that you are
Differen aware of different drinks and how to prepare them as they may
t Drinks be requested. Listed are some of the drinks available:
Wine red and white
Port/Sherry
Spirits white, rum, whiskey
Cocktails B 52, Brandy Alexander, etc.
Cold drinks Coca-cola, fruit juice, etc.
Liqueurs Kahlua, creme de menthe, etc.
Hot beverages tea, coffee
Speciality coffees use spirits or liqueurs.
Mixers and
There are a range of mixers and cocktails, which you need to
Cocktail prepare and serve according the correct recipe to meet the
s
needs of the guest. The most popular cocktails are:
Mixers and
Cocktail
s,
continue
d
Brandy Alexander
Mai Tai
B52
Manhattan
Between-the-Sheets
Margarita
Black Russian
Martini
Bloody Mary
Old Fashioned
Caribbean Sunset
Pink Lady
Freddy Fudpucker
Planters Punch
Fuzzy Navel
Rusty Nail
Golden Cadillac
Screw driver
Golden Dream
Singapore Sling
Grasshopper
Tequila Sunrise
Harvey Wallbanger
White Russian
Kir
Zombie
Kir Royale
The following terminology is used when mixing cocktails:
Blend: Put the ingredients into the electric blender; add
crushed ice if required by the recipe and blend until the
required consistency is reached. Pour unstrained into a
suitable glass.
Build: Pour the necessary ingredients directly into a suitable
glass without any premixing. Add ice only of required by the
recipe. Mixed drinks made in this way are usually served
18
with a stirrer.
Frosting or rimming: A glass is frosted or rimmed by rubbing
the rim with a piece of moist fruit and dipping in the
frosting substance, i.e. usually sugar or salt.
Mix: Put the ingredients into the mixing jug and add ice
cubes or crushed ice, as required by the recipe. Mix the
drink using the bar spoon until it reaches the required
consistency, and strain into an appropriate glass.
Shake: Put ice into the cocktail shaker and add the
necessary ingredients. Place the fitted strainer and lid onto
the shaker, and shake shortly and sharply, while holding the
lid securely in place. Strain into the required glass.
Spiral: The complete peel of a fruit cut in a spiral fashion.
Stir: Put ice into the mixing jug and pour in the necessary
ingredients. Stir until cold and strain into the required
glass.
Stir in: When topping the drink with the final ingredient,
use the bar spoon to stir as it is added.
Twist: A long zest twisted in the centre and normally
dropped into the drink.
Zest: A small thin piece of citrus peel with as little pith
(the white part) as possible. The essential oil is squeezed on
top of the drink and it is optional whether the zest is then
dropped into the drink.
2.3 Record Keeping

Keeping
Informa
tion
Reason
It will be helpful to you if you keep records of the preferences

of the VIP guests you have served. This may be done either
manually or on a computerised database.
The advantage of keeping records is that you (or a colleague
who may replace you as you progress in your career) will be able
to pick up information that will help you to provide the very
best service to VIPs.
You also need to keep records of guest requests that may
affect billing in Front Office, and pass this information on to
Reception before the guest checks out.
19
3. Hotel Facilities Offered

Specific
Outcom
es
Explain the importance of having accurate knowledge of hotel

facilities, local services and news issues. (Range of services:
turn down, courtesy bar/lounge, room services, breakfast,
local services/facilities, special functions, in house reward
programmes). And giving guests accurate information.
Explain/demonstrate facilities within the rooms clearly to
guests.
Given a range of services (Range of Services: laundry,
pressing, polishing shoes, guest repairs), provide or organise
all the services within the specified time frames.
3.1 Turn-down facilities

Place a copy of the hotels procedure for turn down
behind the module.
Guidelines
Step
1
2
The following is the recommended guidelines for turning down of

beds:
Action
Remove the bedspread and place it in the appropriate place.
Turn down the bed by untucking the side, folding the top over
neatly and tucking in the sides. Do a double turndown for double
occupancy.
Place the dressing gown over the side of the bed, and the
20
4
5
6
7
8
9
10
11
12
slippers neatly next to the bed.

Place mints / chocolates on the pillows (double for double
occupancy).
You might place a bottle of mineral water (double for double
occupancy) on the bedside table. On the guests final night place
a guest questionnaire on the bedside table with a pen next to it.
Close the curtains and switch on the bedside lights.
Remove any crockery and cutlery. Replace used cups, saucers
and teaspoons, as well as used teapots or coffeepots. Replenish
the tea, coffee, sugar and biscuits.
Empty and clean the dustbins and ashtrays, and tidy up.
Replace the used towels as necessary.
Wipe down the vanity slab and basin and polish the taps and
mirror.
Clean the bath or shower if they have been used, and wipe the
floor.
Replace any bathroom amenities that may have been used.
Draw a picture of how the bed should look once the

turn down procedure is complete.
3.2 Courtesy bar / lounge

Where is
situated?
Guidelines
Step
1
2
3
4
5
6
your
hotels
courtesy
bar
lounge
Not many establishments offer this service to guests. It is a

facility available to guests of the establishment where they can
relax and have a drink. In the event of it being offered to VIP
guests, consider the following:
Action
Obtain authorisation from the duty manager.
Determine the expense budget.
Confirm drinks assortment to be served.
For example
tea/coffee and scones or alcoholic beverages.
Determine the location and operating time of the service.
Number of guests expected and numbers of staff required for
set up and clean up operation.
The bar would be set up following the standard Setting up a
21
Mobile / Banqueting / Permanent Bar .
Some establishments offer an honesty bar. VIP

guests make a note of the beverages they have
taken and VIP guests are billed for these prior to
their departure.
How does the courtesy bar / lounge operate in your
hotel? What might be some of the advantages and
disadvantages of a courtesy bar / lounge?
3.3 Room service

Locate a copy of your hotels procedure for room
service setting of the table and place behind the
module.
Guidelines
Step
1
2
3
4
Guests may wish for a meal to be served in their room. The

recommended procedure for room service is as follows:
Action
If the guest requires that a meal be served in the suite, make
sure that you have the following information:
What the guest requires (starter, main course, dessert)
For how many people
Time at which it must be served
Communicate this information to the kitchen. Agree at what
time you will collect each meal item.
Before you collect the meal, set the table (if available in the
suite) according to the standards laid down.
At the appointed time, collect the meal from the kitchen and
take it to the suite.
3.4 Breakfast & Dinner
22
Place a copy of the hotels procedure for serving

breakfast and dinner behind the module.
Guidelines
Step
1
2
3
4
5
6
7
8
9
10
11
The establishment may offer breakfast and dinner facilities. The

recommended procedure for serving breakfast and dinner is as
follows:
Step
These are served according to the standards laid down, bearing in
mind the following principles:
Remember to serve your guests in the following order:
Women first - the woman to the right of the host first if
there is clearly a host at the table, followed by the rest of the
women.
The men next.
The host last.
If you are unsure about which guests to serve first, use age as
your guide serve older guests before younger guests.
If necessary, check to whom the special meals must be served.
Always serve from the guests right hand side and place the plate
using your right hand.
The plate is placed with the main part of the meal directly in front
of the guest, and the logo or garnish away from the guest.
Alternatively, place the plate as instructed in the pre-service
briefing. All plates must be placed the same way.
If necessary, push the plate away from the edge of the table with
the back of your hand.
Do not stretch in front of a guest or interrupt conversations.
If a guest is in your way, simply say: Excuse me, Sir / Maam.
Once all guests at the table have received their plates, politely
ask if there is anything else they require. If there is, respond
appropriately.
If not, wish the table Bon appetite, leave the table and
proceed to serve the next table.
3.5 Other Features

What in house reward programmes does your hotel
offer?
Special
Feature
s
These include facilities that set the establishment apart. For

example butler service, formal dinner service in the room,
health spa, golf course, etc.
23
Special
These are usually offered in order to promote the

Functio establishments facilities rather than outside facilities. The
ns
objective of these special functions is to increase business and
promote return business.
In house Reward An in house reward programme is intended to provide guests
Program with added benefits / discounts / preferential rates. .
mes
3.6 Local Services

Importance
It is important to have knowledge of local services for the

following reasons:
To provide a better service to your guests as you can deal
with queries immediately, this means greater guest
satisfaction.
To be able to access services quickly and efficiently should
they be required by guests.
3.7 News Issues

Importance
It is important that you keep up to date with news issues, as

you are able to:
Establish what is newsworthy for guests.
Pass on pertinent information to guests. This is a way of
building rapport, which results in better service and greater
guest satisfaction.
Passing on
This is usually at your discretion and based on your knowledge
Informa of the guest. For example if a guest asks for directions to a
tion
local market and you read in the paper of a mugging the
previous evening, it would be prudent to advise the guest not to
walk through that area.
3.8 Demonstrating Facilities

What is the hotel procedure for greeting guests and
demonstrating facilities?
Purpose
Procedure
To ensure VIP guests fully understand the services available and

how to operate any electrical equipment installed for the
convenience of guests.
The exact procedures for greeting and welcoming VIP guests,
and demonstrating the facilities will vary from one hotel to
another. However, they are likely to be a variation on the
following example:
24
Purpose
Step
1
2
3
4
5

Action
When the guests arrive, greet them and welcome them as
follows:
Good afternoon Mr. and Mrs. ____. Welcome to _______
Hotel. I am _____, your Butler. Please follow me to your room
(or suite).
If you are not bringing the luggage yourself, reassure the
guests that the Porter (use his name) will bring the luggage.
Lead the way to the suite. While you are walking (briskly), make
polite small talk, such as:
How was your journey?
Will you be playing golf? I am told that the course is in
wonderful condition.
We have had lovely weather, and it is likely to hold for the next
few days.
Is this your first visit to ______ Hotel / South Africa?
On arriving at the room, ask the guest for the key card, open
the door and, if necessary, switch on the lights.
Then stand outside the room and invite the guests to enter,
standing to the side with your arm open and say:
Please enter.
Follow the guests into the room and tell them that you would
like to show them the rooms facilities. Stand near the dressing
room door and say:
May I show you the facilities? Through here (indicate with
your arm and hand) we have the bathroom and toilet, as well as
the dressing room.
Here we have tea and coffee facilities. The kettle is switched
on here. (Indicate where). If you would like us to deliver tea and
coffee to you, we will do so with pleasure.
The television controls are here (indicate where) and this is
how they work (demonstrate how they work). The airconditioning is controlled from here (indicate where) and this is
how you work it (demonstrate).
Ask: Would you like anyone to assist you with unpacking?
If the guests require assistance, you will wait until you have left
the room, and ask one of the Room Attendants to assist.
25
Purpose
7
8

Point out the Directory of Services, and remind guests of dinner
and breakfast times.
Before leaving the room, ask:
Is there anything else I can do for you now? If you do need
anything at all, please do not hesitate to let me know. My
telephone number and name is on this card (hand the guest your
card).
If your guests require nothing further, greet them and leave
the room.
3.9 Laundry Services

What is your hotels procedure for laundering guest
clothing?
Procedure
Step
1
2
Many establishments offer a laundry service to guests. The

recommended procedure for the handling of laundry is as
follows:
Action
Laundry will be handled by Housekeeping, but you are
responsible to seeing that it is done.
When guests request that items of clothing be laundered, take
them to Housekeeping and give the Laundry Attendant clear
instructions as to what is required. Make sure that you know
when the task will be completed.
When the laundering has been completed, collect the items from
Housekeeping, make sure that they are packaged or presented
correctly, and return them to the guest suite. Depending on the
procedures required in your hotel, you would either place the
items in the wardrobe or hang them on an appropriate hook.
3.10 Pressing Services

Locate a copy of a valet slip and complete the slip
according to your hotel requirements.
Procedure
The recommended procedure for the pressing of VIP guest

laundry is as follows
26
Step
1
2
3
4
5
6
Action
Before starting to press the item, check the following:
Read the label to check the washing / ironing instructions
and follow these carefully.
Identify the type of fabric this affects the temperature
at which the item will be pressed, and the techniques used:
Pure cotton requires a hot iron and steam;
Rayon, Cotton blend requires a moderate iron and steam;
a very flimsy fabric should be ironed with a pressing cloth
(see below);
Pure wool requires a moderate iron and a pressing cloth;
Silk requires a cool iron and a pressing cloth.
It is essential that you follow the ironing instructions on the
label to prevent damaging the garment.
A damp pressing cloth is used to provide a buffer between the
clothing and the item and is also used to create steam. The use
of a pressing cloth enables you to achieve a smoother result. It
also prevents the item of clothing becoming shiny so always use
a pressing cloth when ironing suits and woolen items.
Most items (excluding jeans and other heavy cotton items) are
best pressed using a steamer.
Place the ironed item onto a hanger, and cover with a plastic
cover.
Prepare a valet slip and attach one copy/portion to the guests
item. Hand the second portion to your Supervisor/Reception so
that it can be charged to the guests room account.
Then return the item to the guests room as described below.
3.11 Polishing Shoes

Procedure
The recommended procedure for the polishing of leather and

suede shoes is as follows:
Step
Action
1
Leather shoes are polished as follows:
Select the most appropriate colour of shoe polish.
Apply a little polish to each shoe using a shoe brush.
Once the polish has dried, polish each shoe using another
shoe brush.
Finally, buff each shoe using a soft cloth to remove the last
traces of polish.
2
Suede shoes are cleaned as follows:
Brush the shoes with a suede brush to remove all dust and to
27
3
4
lift the pile.

Select the appropriate colour of suede spray, and spray each
shoe evenly with the spray.
Once the shoes are polished / cleaned, place them in the
appropriate bag or box.
Prepare a valet slip and attach one copy/portion to the guests
item. Hand the second portion to your Supervisor/Reception so
that it can be charged to the guests room account.
Then return the item to the guests room as described below.
3.12 Guest Repairs

How would repairs be carried out on the following?
Buttons
Tears
Zips
Hems of dress / trousers
Procedure
Step
1
2
4
5
The recommended procedure for carrying out repairs is as

follows:
Action
This will usually be handled by Housekeeping, but you are
responsible to seeing that it is done.
When guests request that items of clothing be mended, take
them to Housekeeping and give the Laundry Attendant clear
instructions as to what is required. Make sure that you know
when the task will be completed.
When the mending has been completed, collect the items from
Housekeeping, make sure that they are packaged or presented
correctly, and return them to the guest suite. Depending on the
procedures required in your hotel, you would either place the
items in the wardrobe or hang them on an appropriate hook.
Ensure that guests sign for the mending service.
Complete the required documentation for invoicing purposes and
ensure that the Reception / Front Desk receives this.
3.13 Organising the Services

Time Frame
Some requests can be dealt with immediately, for example

restaurant reservations, taxi, etc., whereas others may require
more time, for example laundry, pressing, etc. It is important
28
that you communicate when the guest can expect feedback or

the return of items of clothing, shoes, etc
Design an information pamphlet that will be used by

VIP guests on the hotel facilities and local services
that are available.
Self Assessment 02
29
Instructions

questions.
answers.
Question 1
Briefly outline what rapport means. Indicate different ways of building rapport
and explain why it is important to build rapport with guests.
Question 2
Why is it important to maintain confidentiality when dealing with VIP guests?
Question 3
Why is it important to:

Have knowledge of food and wine
Keep records.
4. VIP Guests & Executive Areas

Specific
Explain the importance of following specified packing

Outco
procedures, given a range of suitcases, suit hangers and kit
mes
bags.
Describe the interrelationship between cost, time and
maintaining required stock levels of food and beverage items
30
in executive guest areas.

Complete set-ups in executive guest areas within specified
time frames and present and serve food and beverage items
in an attractive manner.
Maintain stock levels following correct procedures and keep
executive areas spotlessly clean and explain the importance
of doing this.
4.1 Dealing with VIP Guests

VIP guests are treated with a special level of service because they are regarded as
important to the business because of their position or influence. VIP guests might
be important politicians or foreign dignitaries, celebrities, important local and
foreign businesspeople, or regular guests who hold a very senior rank in their
organisations.
VIPs must be dealt with respectfully and promptly, and must be made to feel
particularly special.
The hotel has particular standards that apply to VIP guests. These may include:
A fresh flower arrangement.
A bottle of champagne in an ice bucket with ice. Champagne glasses.
A bottle of white wine in an ice bucket with ice. White wineglasses.
A bottle of red wine and red wineglasses.
A bowl of fresh fruit with side plates, a side knife and fork and linen napkin.
A selection of snacks, e.g. biltong, nuts, etc.
A welcome card or letter from the General Manager.
Chocolates.
Additional bathroom supplies.
A gift pack.
In hotels that provide butler service, VIPs will be allocated the finest suites in the
hotel, and may have a personal butler or one that is shared with someone in one
other suite.
A butler is required to provide special personal service to VIPs, taking care of their
needs as a personal attendant.
4.2 Packing Procedures

Importance
It is important to pack guests clothing correctly

To prevent damage to clothing and shoes
To ensure that clean and dirty laundry is not mixed
31
Suitcases
Procedu
re
Step
1
2
3
4
5
6
7
8
9
Suit hangers
Kitbags
If guests require you to pack for them, proceed as follows:
Action
Place the open suitcase on the luggage rack.
Separate dirty and fresh laundry.
Start by packing the fresh laundry. Start with the large items
such as trousers, jackets, skirts and dresses. Try to pack them
as flat as possible fold them to fit the size of the suitcase.
Then pack shirts and jerseys.
Finally pack socks, underwear, shoes (in plastic shoe bags),
belts and accessories around the edges.
Make sure that you pack so that there is space for the toiletry
bag.
Pack the toiletry bag neatly, making sure that the lids of all
bottles are tightened. If appropriate, place bottles in plastic
bags to protect the other items in the case of leakage.
Finally if there is dirty laundry, place a plastic sleeve over clean
clothes.
Pack dirty laundry on top in the prescribed manner.
Trousers, jackets, (and waistcoats) are placed on the hangers
and covered with a suit bag.
This is usually hand luggage and includes items that will be
required on hand. For example toiletries, personal belongings, a
change of clothes, etc.
4.3 Interrelationship of Cost, Time and Stock Levels

Impact
If stocks are correctly maintained the time from order to

service is minimised because stock is on hand. This ultimately
means a better service for guests. However, over-stocking
means that costs are increased.
4.4 Laying up tables / trolleys

32
Observe a table that has been set up by a colleague

and state if all the procedures were followed
correctly.
Procedure
When laying up tables / trolleys the following guidelines are

recommended:
Step
Action
1
Preparatory tasks:
Arrange and cover tables
The tables and chairs required will be placed in the
position by the staff of the Hotel.
Arrange the tables according to the function layout on
the function sheet. Cover each table with a clean,
undamaged round tablecloth of the correct size and
colour, ensuring that it hangs evenly around the table.
Position the chairs around each table ensuring that they
are evenly spaced, with the front edge of the chair in line
with the tablecloth.
2
Prepare Crockery, Cutlery and Glassware
Consult the function sheet to identify the cutlery and
glassware required in terms of the menu using the following
guidelines:
Standard items: meat knife and fork, side knife,
dessert spoon and fork.
Soup: provide soup spoons.
Fish: provide a fish knife and fork.
Sorbet: provide a teaspoon.
A starter that requires a knife and fork: provide a
side knife and a dessert fork.
Provide white, red and sparkling wineglasses according
to the wine selection on the function sheet.
If the menu is not listed on the function sheet, ask the
chef what cutlery needs to be provided.
Take the required items to the table.
Polish each item with a clean, dry polishing cloth to
remove all marks.
Prepare linen napkins.
3
Lay the Table:
Remember that guests will use cutlery starting from the
outside of the place setting working inwards, so place cutlery
in this order.
33
Place the meat knife to the right and the meat fork to the
left of the place setting.
Place the fish knife to the right of the meat knife, and the
fish fork to the left of the meat fork. If the starter is to be
eaten with a dessert fork and side knife, place the fork to
the left of the meat fork, and the knife to the right of the
meat knife.
Place the soup spoon to the right of the knives.
Place a linen napkin onto the side plate, with the open side
facing towards the right.
Place the side knife on the centre of the napkin. The blade of
the knife must face towards the left. The logo on the plate
must be at the top.
Place the dessert spoon above the place setting with the
handle facing to the right, and the dessert fork below the
spoon with the handle facing to the left.
34
Step
3 Continued
Action
Place the wineglasses above the meat knife using the

following guidelines:
The glass to be used first must be in the front;
The next wineglass to be used must be slightly behind the
first one and slightly to the left;
If a third glass is to be used, this is placed behind the
second glass and slightly to the right of it so it is in line
with the first glass.
Place the centre-piece in the middle of the table, with the
table number next to it. Make sure that the table number is
clearly visible from the food service station relevant to the
particular table.
Place the following items as illustrated in the diagramme:
ashtrays with matches
butter dishes
cruet sets and 1 pepper grinder
toothpick holder
a red wine cradle
a prepared ice bucket in a stand
Half-fill the ice bucket with a mixture of ice blocks
and water;
Fold a napkin in half twice lengthwise, and drape this
across the top of the ice bucket.
Make sure that all the ice buckets in a row of tables are
in line with each other.
Always set one extra table and keep it in the back of house
area in case it is need for the function in which case, the
fully laid table can simply be carried into the function room.
Final Pre-service Tasks:

Place Butter (breakfast, lunch and dinner)
Place individually wrapped, chilled butter pats on each
butter dish.
Place the butters on the table about 30 minutes before
guests are seated.
Place bread/rolls (lunch and dinner)
Line the bread basket with a liner and the correct number
of the stipulated bread products.
Provide the correct number of baskets per table.
35
Place baskets of cold bread products on the table before

guests have been seated.
Baskets of warmed breads will be placed only once the
guests have been seated.
Place Juice (breakfast)
Fill the jugs with chilled juices. Put a clean swizzle stick
into the jug for stirring the juice.
Place the juices on the table about 10 minutes before
guests are seated. Place the jugs on either side of the
centrepiece.
Each table should have the two different juices.
Place Pastries and Toast (breakfast)
Line the toast basket with a liner and fill with _ slices of
brown toast and _ slices of white toast.
Cover the toast with the flap of the liner to keep it warm.
Collect a filled pastry stand, and place the toast and
pastries on either side of the centrepiece.
Only do this once guests are seated.
Observe a table that has been set up by a

colleague. Identify if there are any errors in the
laying up procedure. Pictorially indicate where the
items should be situated.
4.5 Bar Set-up

Set up the bar according to your hotel procedures.
Procedure
Step
1
2
Below are general guidelines for setting up the bar:

Action
Prepare bar orders by requisitioning stock and equipment as per
establishments procedures.
Prepare the required number of service stations with the
following stock and equipment:
Tot measures and drip trays containing clean water.
Ice buckets and ice tongs.
Water jugs with iced water placed on underliners
consisting of a side or fish plate and napkin folded square.
This is either placed at the service station or on the bar
counter (in the case of a permanent bar).
36
Shakers, blender, cocktail strainer, cocktail and tea

spoons, if required.
Clean chopping board and knife.
Waiters friend/corkscrew.
Matches, coasters, swizzle sticks, cocktail sticks,
toothpicks, umbrellas, straws.
Salt and pepper, sugar, chocolate powder, Tabasco,
Worcestershire sauce, Angostura Bitters.
Lemon slices (In the fridge under or nearest the service
station, place additional lemons as well as cream).
Cordials may also be placed at the service station for ease
of access.
Note that all bottles and equipment must be spotlessly clean.
Pack the clean glasses upside down onto the bar or bar tables,
taking the following guidelines into consideration:
Whisky and zombie glasses should be positioned near the
service stations so that they can be easily reached.
Pilsner glasses should be positioned close to the beer
fridge(s) and draught dispenser.
Only the glasses needed for service should be stored on
the service counters. Extra glasses should be stored in
racks in the glass washing area or under the bar counter to
prevent breakages.
Stemmed glasses should be stored upside down in close
proximity to the drinks for which they are intended.
Prepare displays as follows:
Wipe all bottles and place them on the display shelves or
stock table. At the permanent bars it is preferable to
position them according to type and in the order listed on
the stock sheet. This makes ordering and stock taking
easier.
Remove the caps of the popular spirits and insert tot
pourers. Retain the caps so that they can be replaced
after service if necessary.
Displays must be attractive, and must show off the more
exotic stock. Labels must face forward so that guests can
see them properly.
Fill the ice buckets with fresh ice and prepare jugs of iced
water.
3
4
37
4.6 Food Service

Procedure
Step
1
2
3
4
5
6
7
8
9
10
11
The following is guidelines for food service:

Action
Remember to serve your guests in the following order:
Women first - the woman to the right of the host first if
there is clearly a host at the table, followed by the rest of
the women.
The men next.
The host last.
If you are unsure about which guests to serve first, use age as
your guide serve older guests before younger guests.
If necessary, check to whom the special meals must be served.
Always serve from the guests right hand side and place the
plate using your right hand.
The plate is placed with the main part of the meal directly in
front of the guest, and the logo or garnish away from the guest.
Alternatively, place the plate as instructed in the pre-service
briefing. All plates must be placed the same way.
If necessary, push the plate away from the edge of the table
with the back of your hand.
Do not stretch in front of a guest or interrupt conversations.
If a guest is in your way, simply say:
Excuse me, Sir / Maam.
Once all guests at the table have received their plates, politely
ask if there is anything else they require. If there is, respond
appropriately.
If not, wish the table Bon appetite, leave the table and
proceed to serve the next table.
38
4.7 Silver Service

Does your hotel offer silver service?
Procedure
Step
1
2
3
4
5
6
7
The Silver service is the technique of serving food from a service

dish to the guests plate from his / her left-hand side, using
service cutlery. The following is the recommended procedure for
silver service:
Action
Provide Guests With Plates
Before food is served plates need to be placed:
Make sure that the plates are hot, if appropriate.
Hold the pile of plates in the palm of your left hand, using a
service cloth to protect you from the heat.
Place the plates from the guests right with your right hand.
Place the plate gently in the centre of the guests place
setting.
Collect the service dishes from the kitchen when the food is ready.
Remove any dish coverings at the side station.
Serve the women first.
Stand to the left of the guest with the service dish, liner or flat in
your left-hand and the necessary service cutlery in your right.
Serve food using the following technique:
Hold the serving spoon between the middle and index finger
and the service fork between the index finger and thumb,
with the service spoon under the service fork.
Slide the spoon under the food and hold it with the fork.
Remove your index finger applying light pressure to the fork
and lift the food item.
When the food has been served, lift the serving dish slowly
away from the plate and slowly step back.
Keep the service cutlery over the serving dish to avoid drips.
The service fork can be turned over, if necessary, to mould with the
shape of the food item being served, e.g. bread rolls.
39
10
11
Position food items follows:

Place the main item at the 6 oclock position.
Serve starch and vegetables dishes, as follows:
The serving dish should be placed on an underliner

covered with a napkin to prevent the dish from slipping.
Place a service cloth between the underliner and your hand
for protection and to allow for rotation of the underliner.
A separate service spoon and fork should be used for each
starch and vegetable dish.
Place starch on the far side of the guests plate at the 3
oclock position.
Rotate the dish to make the work easier. Vegetables are
placed at the 9 oclock position on the guests plate.
Do not place any food on the rim of the plate.
All guests plates must look the same once they have all
been served.
If a sauce is to be served, ask guests whether they would like it
poured over the food or next to it. Then proceed as follows:
Hold the sauceboat resting on an underliner in your left
hand, with the lip of the sauceboat facing to the right.
Approach guest from the left.
Use the serving spoon or ladle to pour the sauce over
the food. The sauce should only cover one third of
the item.
Serve other accompaniments, such as mustard or
applesauce, to the left of the main item.
Surplus food must be returned to the regeneration station.
All used service equipment must be taken to the scullery to be
washed.
40
4.8 Serving Cold Beverages

Serve a cold beverage to your assessor.
Procedure
Step
1
2
3
The following provides guidelines for serving cold beverages:

Action
When the ordered drinks are placed on the service bar or bar
counter, check that the drinks are correct.
Check that all glasses are clean and undamaged. Service linen on
the tray must be clean and free of tears or stains.
The drinks are then positioned on the tray in the order in which
they will be served. If applicable check that you have all the
necessary condiments and accompaniments for your order
before you leave.
Slide the tray from the counter and onto the palm of your left
hand. Ensure that there is a service cloth between the tray and
the palm of your left-hand so that the tray can be easily
rotated.
Each drink is placed on the table from the guests right hand
side, above the main course knife. Start with the guest to the
immediate right of the host, and move around the table serving
the host last. Remember that glasses are held at the base or
stem.
At no stage may you rest the tray on the table. If you have a
number of drinks on one tray, place the tray on the nearest
sideboard or side station and from here carry the drinks to the
guests table.
Drinks are always poured for the guest ensuring that no spillage
takes place. The only exception is beer. Always ask the guest if
you can pour his / her beer.
For the serving of wine see later in this section.
41
4.9 Serving Drinks off a tray

Procedure
Step
1
2
3
When serving drinks from a tray the use the following

guidelines:
Action
This might be sherry, wine, sparkling wine, a cocktail or fruit
juice that is pre-poured and offered to guests from a tray while
guests are standing or seated.
Collect the drinks and arrange the glasses onto a round tray,
ensuring that the tray is evenly filled for balance.
Slide the tray onto your left palm, ensuring that it is balanced
properly. Ensure that there is a service cloth between the tray
and the palm of your left-hand so that the tray can be easily
rotated.
Circulate among the guests, offering them a drink in a clear,
confident tone of voice:
Excuse me, Sir / Maam. May I offer you a drink?
Hold the tray towards guests so that they can help themselves.
4.10 Presenting and opening a bottle of wine

Procedure
Step
1
2
3
4
In presenting and opening a bottle of wine the following is

recommended:
Action
Make sure that the correct glasses have been placed in front of
the guests (red wine, white wine or sparkling wine).
Check that you have the correct wine. If appropriate, also check
that the vintage is the same as that ordered by the guest.
Fold a clean waiters cloth and position it so that it covers the
palm of your left hand, and your wrist.
Place the wine bottle in your left palm with the base of the
bottle resting against your fingers, the label facing forward and
the first two fingers of your right hand resting gently on the
neck of the bottle.
Hold the bottle towards the guest for his/her approval. If the
guest is at a table this is done from the guests right hand side.
42
Procedure
6
In presenting and opening a bottle of wine the following is

recommended:
When the guest has approved the bottle step back and open
the wine as follows:
Drape your waiters cloth over your left wrist so that

it does not get in the way.
Hold the bottle by the neck in your left hand, and

open the knife of the waiters friend.
Carefully cut and remove the lead seal at top of the

ridge on the neck, and place this in your pocket. Close
the knife.
Open the corkscrew, and twist it into the centre of

the cork, turning the corkscrew and not the bottle,
until a turn of the corkscrew remains visible.
Drop the lever onto the top of the bottleneck and

secure this with the forefinger of your left hand.
Lift the handle of the corkscrew until the cork is almost,
but not quite, out.
Using your fingers, gently ease the cork out, making sure
that it does not make a popping sound.
Using your waiters cloth, wipe the inside of the
bottleneck to remove any residue.
Drape your waiters cloth over your left arm and commence
with the tasting and pouring.
4.11 Tasting and Pouring Wine

Role-play a wine tasting with your assessor.
Procedure
Step
1
2
3
When tasting and pouring wine the following procedure is

recommended:
Action
Each bottle of served must be tasted by the host for approval
before it is served.
Hold the bottle in your right hand with the label clearly visible
to the guests.
Approach the host to his/her right and pour a small quantity of
wine into his/her glass. Do not allow the neck of the bottle to
touch the rim of the glass.
43
5
6
To prevent spilling drops on the table, turn the bottle slightly

as soon as you've poured the wine for tasting. Wait for approval
before pouring.
When the wine has been approved, fill the glasses of guests
first before filling the hosts glass.
Fill the glass of the woman seated to the hosts right first and
then - moving anti-clockwise around the table - fill all the
womens glasses. When youve served the last woman move
clockwise back around the table and fill all the mens glasses.
Fill the hosts glass last.
When everybody at the table has been served, place the
white/ros/sparkling wine bottle in the ice bucket and place
the ice bucket to the right of the host. Drape a waiters cloth
over the ice bucket.
Place red wine bottles onto the table in a basket or cradlewith the label facing the host within easy reach of his / her
right hand.
If guests are standing, the procedure is the same with the
exception that you will be pouring while the guest is holding the
glass.
Explain the procedure for:
Presenting and opening a bottle of wine
Tasting and pouring wine

Note: go through the recommended procedures
step-by-step.
4.12 Opening a bottle of champagne or sparkling wine

Procedure
Step
1
2
3
4
Follow the recommended procedure when opening a bottle of

champagne or sparkling wine:
Action
Sparkling wine is wine with a sparkle or perl. The term
champagne only applies to wine made in the Champagne region of
France.
Sparkling wine and champagne is served in champagne flutes. If at
all possible glasses should be chilled.
When sparkling wine is ordered, chilled glasses are placed in front
of each guest.
Sparkling wine and champagne is also presented to the host for
approval.
44
Procedure
5
8
9
10
Follow the recommended procedure when opening a bottle of

champagne or sparkling wine:
The cork of sparkling wine is covered with a safety wire and foil.
These must be removed before the cork is extracted. Usually a
small tag protrudes from the foil to facilitate the removal. Hold
the top of the wire with the forefinger of one hand and unwind the
wire loop. Carefully remove the wire and cap. Place these in your
pocket.
Hold the bottle firmly in your left hand with your hand around the
neck of the bottle. Grip the cork tightly and tilt the bottle to a 25
angle. With a slow, twisting action, carefully remove the cork.
Never shoot a cork across a room it is dangerous and bad
manners.
Transfer the bottle in your hand so that you are holding it at the
bottom of the bottle with your thumb in the dimple at the base of
the bottle and your fingers around the base. Keep the bottle at an
angle to allow foaming to subside.
Unless the host requests it, it is not necessary for sparkling wine
or champagne to be tasted.
Pour about 2cm of champagne directly into the glass and allow the
foam to subside before filling the glass to about full. Remember
that there are only 4 glasses in a bottle so rather underfill the
glasses than empty the bottle if more than 4 guests are at the
table.
Place the bottle in an ice bucket as for white wine.
Compare the procedure for opening a bottle of wine

to opening a bottle of champagne / sparkling wine
with particular emphasis on the similarities and
differences.
45
4.13 Maintaining Stock Levels

Locate an example of your department Par Stock
Sheet and Requisition Form and place a copy behind
the module.
Procedure
Step
1
The following procedure is recommended in order to maintain

stock levels:
Action
You should compile par stock sheets that indicate exactly how
many of every stock item you should have in your store. The
exact formula for your par stock will depend on what happens in
your hotel, but your par stock may consist of the following
items:
Linen
Guest amenities
Mini-bar stocks
In addition, you may have a par of the following items:
Cups and saucers
Milk jugs
Teaspoons
Teapots
Coffeepots
Bread baskets and liners
Side plates
Side knives
Linen napkins
Place mats
Trays
Tray cloths
Every day you will have to check your stock of every item, and
requisition replacements. All requisitions forms should have
been completed by the time stipulated by the Housekeeping
department and submitted.
When your requisitions are delivered / collected, it is your
responsibility to check that what is delivered tallies with your
requisition form.
Any discrepancies must be reported to
Housekeeping immediately. Only when you are sure that the
delivery is correct should you sign the delivery form.
46
Based on a copy of the Par Stock Sheet you

obtained, complete the Requisition Form for the
required stock.
Importance
It is important to maintain stock levels for the following reason:

You must be able to work quickly and efficiently, so
everything that might be required for service must be
available. For this reason, it is important that ordering be
done accurately and in good time
Guests expect that their requirements will be met. This
means that we must ensure that we have the stock required
to meet these needs in order to ensure their satisfaction.
4.14 Tidiness and Cleanliness of Guest Areas

Procedure
Step
1
2
3
4
5
6
7
Impact
The following procedure is recommended to maintain the

tidiness and cleanliness of guest areas:
Action
During the course of the day, you will be required to maintain
the cleanliness of the guest suite.
Remove any crockery and cutlery. Replace used cups, saucers
and teaspoons, as well as used teapots or coffeepots. Replenish
the tea, coffee, sugar and biscuits.
Empty and clean the dustbins and ashtrays, and tidy up.
Replace the used towels as necessary.
Wipe down the vanity slab and basin and polish the taps and
mirror.
Clean the bath or shower if they have been used, and wipe the
floor.
Replace any bathroom amenities that may have been used.
The guests expectation is a clean and tidy guest area. Should
their expectations not be met they are more likely to see fault
with something else. It is therefore important to maintain a
clean and tidy guest area.
The guest VIP details have not been updated on the

database and as a result the requests of the guest
are not met. How would you respond in this
situation, giving reasons for your answer.
47
Self Test 03
Instructions

questions.
answers.
Question 1
Why is it important to maintain stock levels?
Question 2
Explain the importance of following the specified packing procedure.
Question 3
Why is a VIP guest treated with a special level of service?
48
Signatures required on successful completion of this

Module
General
c
o
m
m
e
n
t
s
&
r
e
vi
e
w
b
y
A
s
s
e
s
s
o
r
General
c
o
m
49
m
e
n
t
s
f
r
o
m
L
e
a
r
n
e
r
I (Assessor) hereby certify that I have examined the
learners workbook and that the learner has successfully completed this section
of the training programme.
_______________________
SIGNATURE ASSESSOR
_________________________
SIGNATURE LEARNER
DATE: ___________________
DATE: _____________________
50
Acknowledgements
We hereby wish to thank the following person for their inputs and
assistance in compiling this material.
Name
Keith Bentley
Sharon Hunik
Devi Naraindass
Neville Burger
Patrick Shorten
Company
The Royal Hotel, Durban
Karos Group
Zimbali Lodge
51
FOLDER ENCLOSURE
COCKTAILS
Basic Cocktail Equipment and Supplies
The following equipment must be available for making cocktails (in addition to your basic bar equipment):
cocktail shaker consisting of a beaker, strainer and fitted
swizzle sticks
cap
cocktail sticks
mixing jug
blender
bar spoon stainless steel fruit knife
lemon/orange squeezer
straws
The following kitchen supplies must also be available:
52
maraschino cherries
Worcestershire sauce
Tabasco
salt and pepper
cinnamon
cream
mint
nutmeg
cloves
Angostura bitters
bananas
pineapples
coconut milk
pineapple juice
cucumber rind
oranges
coffee beans
cube sugar
white sugar
demerara sugar
sugar syrup
eggs
lemons
celery sticks
General Guidelines
Make sure your hands, and especially your nails are always clean.
Never smoke behind the bar.
Reserve one part of the work area specifically for the preparation of cocktails, and always keep it spotlessly clean.
Keep a plentiful supply of clean ice.
Keep glasses and equipment clean and polished. Keep glasses chilled where possible.
Always handle glasses by the stem or base, and never put your fingers inside the glass or near the rim.
Ensure that sugar is always dry and uncaked.
Always break an egg into a separate glass to test its freshness.
Always carry a pen, a lighter or matches, and a waiters friend.
Never put fizzy ingredients into a shaker, mixing glass or blender.
In a mixed order of drinks, always make the cocktails last so that they are served fresh - a cocktail will separate if
left standing too long.
If a cocktail is shaken, this is a short, sharp, snappy action - not a gentle rocking movement.
53
Decorations of the cocktail either complement the flavour of the drink, such as pineapple and cherries on a pina
colada, or contrast with the colour (and sometimes it will do both, such as a stick of celery served with a Bloody
Mary). Avoid making the drink look like a fruit salad.
Do not make cocktails look like Christmas trees. Use the following guidelines:
fruit cocktails (with or without alcohol) - orange, lemon, pineapple, cherries, umbrella, straws
cream cocktails - cherries and orange, short straws
old fashioned cocktails, e.g. Manhattan - nothing
Pour the cheapest ingredient into the shaker or blender - that way, if you make a mistake, you will have wasted only
the cheapest ingredients, and not the expensive spirits.
Never fill a glass to the brim, as spillage will result in a messy counter or table, and make the glass sticky.
Remember that a good Bartender is also a good sales person. Sell or promote the cocktails that you know you make
well. This will ensure that your guests will return.
The equipment used for making cocktails must always be kept clean and must be washed immediately after use.
Try to always prepare your cocktails in the same manner and with the same garnish, as cocktails tend to be
remembered by guests, and they are often disappointed if they are presented with a cocktail that is different from
the last one they had.
Some Popular Cocktails
Brandy Alexander
25 ml brandy
25 ml creme de cacao
25 ml cream
Shake. Serve in a martini glass. Sprinkle nutmeg on top.
B 52
Equal parts Kahlua, Grand Marnier and Baileys Irish Cream (or Cape Velvet).
Layer in a liqueur glass - first Baileys, then Kahlua, then Grand Marnier.
54
Between-the-Sheets
20 ml brandy
20 ml Bacardi
20 ml Cointreau
1 dash lemon juice.
Shake and serve in a martini glass.
Black Russian
25 ml vodka
25 ml Kahlua
Build into an old-fashioned glass filled with ice.
55
Bloody Mary
25 ml vodka
200 ml tomato juice
1 dash lemon juice
2 dashes Worcestershire Sauce
1 dash Tabasco
Salt and pepper to taste.
Shake, stir or build in a highball or zombie glass. Garnish with a lemon slice and/or a stick of
celery.
Caribbean Sunset
20 ml gin
20 ml creme de banane
20 ml fresh cream
20 ml blue curacao
20 ml fresh lemon juice
1 dash grenadine
Shake all but the grenadine. Strain into a large cocktail or pilsner glass. Add grenadine.
Garnish with cherries, orange slice, pineapple leaves and umbrella. Serve with a straw.
Freddy Fudpucker
25 ml vodka
25 ml tequila
200 ml orange juice
1 dash Galliano
Build into an ice-filled zombie glass. Garnish with orange slice and cherries. Serve with a
straw.
56
Fuzzy Navel
50 ml peach liqueur
200 ml orange juice
Build into an ice-filled highball glass. Garnish with a slice of orange.
Golden Cadillac
25 ml Galliano
25 ml white creme de cacao
25 ml fresh cream
Shake and strain into a champagne saucer or martini glass. Garnish with cherries.
Golden Dream
25 ml Galliano
25 ml Cointreau
25 ml orange juice
25 ml cream
Shake and serve in a martini glass or champagne saucer. Garnish with cherries and an orange
slice.
Grasshopper
25 ml white creme de cacao

25 ml creme de menthe
25 ml fresh cream
Shake and serve in a martini glass or champagne saucer.
57
Harvey Wallbanger
25 ml vodka
200 ml orange juice
1 dash Galliano
Build all but the Galliano into an ice-filled highball glass. Top with the Galliano. Garnish with
an orange slice and serve with straw.
Kir
1 dash creme de cassis

200 ml dry white wine
Pour the wine onto the creme de cassis in a white wine glass.
Kir Royale
1 dash creme de cassis

200 ml dry sparkling wine
Pour the sparkling wine onto the creme de cassis in a white wine glass.
Mai Tai
25 ml Bacardi
25 ml dark rum
1 dash curacao
1 dash sugar syrup
1 dash grenadine
1 dash fresh lemon juice (or preferable fresh lime juice)
Build into a large old-fashioned glass filled with ice. Garnish with a slice of lime (or lemon), a
slice of pineapple, a sprig of mint and a cherry. Serve with straws.
58
Manhattan
40 ml rye whiskey
1 dash sweet vermouth
1 dash Angostura bitters
Stir and serve in a martini glass with a cherry.
Variation: Use dry vermouth for a dry Manhattan, and garnish with a twist of lemon peel.
Margarita
40 ml tequila
20 ml triple sec
25 ml fresh lemon juice
Shake. Rim a martini glass with salt, and garnish with a lemon slice.
Martini
50 ml gin (or vodka)

1 dash dry vermouth
Stir. Serve in a martini glass with a twist of lemon or a stuffed green olive.
Old fashioned
1 small sugar lump

Angostura bitters
50 ml rye whiskey
Place the sugar in an old-fashioned glass, saturate with Angostura bitters and add enough
soda water to dissolve the sugar. Fill the glass with ice. Add the whiskey. Garnish with a half
slice of orange and a cherry. Serve with a swizzle stick. Variations: Can also be made using
Scotch whisky or bourbon.
59
Pink Lady
50 ml gin
1 dash grenadine
1 egg white
Shake and serve in a martini glass with a cherry.
Planters Punch
50 ml golden rum
100 ml fresh orange juice
1 dash fresh lemon juice
Shake and serve in a martini glass with an orange slice and cherries.
Rusty Nail
25 ml Scotch whisky
25 ml Drambuie
Serve in an ice-filled old-fashioned glass with a twist of lemon.
Screwdriver
50 ml vodka
200 ml orange juice
Build into an ice-filled highball glass. Garnish with an orange slice.
60
Singapore Sling
25 ml cherry brandy
1 dash fresh lemon juice
100 ml pineapple juice
1 dash grenadine
1 dash triple sec
1 dash Benedictine
Shake and strain into a large cocktail glass with crushed ice. Fill with soda. Garnish with a
pineapple slice and cherries, and serve with a swizzle stick and straw.
Tequila Sunrise
50 ml tequila
200 ml fresh orange juice
2 dashes grenadine
Build the tequila and orange juice into an ice-filled highball glass. Splash in the grenadine.
Garnish with a slice of orange and a cherry. Serve with a swizzle stick and straws.
White Russian
25 ml vodka
25 ml Kahlua
Cream
Build into an ice-filled old fashioned glass. Float the cream on top.
61
Zombie
20 ml Bacardi
20 ml golden rum
20 ml dark rum
2 dashes apricot brandy
50 ml fresh pineapple juice
50 ml fresh lime juice
1 dash sugar syrup
Shake or mix and strain into a large cocktail glass filled with crushed ice. Garnish with fruit
in season and mint. Serve with an umbrella, a swizzle stick and straws.
62

FH12 Valet Butler Service

Загружено:

Сведения о документе

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

FH12 Valet Butler Service

Загружено:

Авторское право:

Доступные форматы

PROVIDING A

Providing a Valet and Butler Service

Please Complete details

4.5 Bar Set-up.......................................................................................................................

Providing a Valet and Butler Service

The purpose of this training programme is to provide you with

Specific outcomes describe what the learner has to be able to

The only way to establish whether a learner is competent and

This describes the situation and circumstance in which

The responsibility of learning rest with you, so . . .

Specific Outcomes and Range of Learning

1. Explain the importance of having a current knowledge of

services/facilities, special functions, in house reward

Rayon, cotton blend

Present guests laundered

Credits of this Module

The Unit Standard FH12 Providing a Valet and Butler Service

Delivering Exceptional Customer Service, J.

The following videos are recommended as

Front-line Customer Care (WYVR-035)

Purpose of this Module

The learner will be able to provide a butler service to the

guests according to the organisational requirements.

Explain the importance of developing a rapport with guests

1.1 Developing Rapport with Customers / Guests

It is important to develop rapport with guests because:

needs and requirements promptly.

1.2 Complaints and Queries

Guests complaints and queries are dealt with immediately.

Reassure the guest by empathising with them and offering an

1.3 Guest Requests

The general principle with Butler Service is that no guest

The guests request is considered a priority and is to

The principles for dealing with guest requests are as follows:

refer the request to your manager to be handled.

A travelling businesswoman has extended her stay at

1.4 Delegation of Work

Work is delegated for two reasons:

In the following assessment you will be required to answer all

What is the benefit of dealing with guests complaints or queries immediately?

Why would you delegate work where necessary?

Why is it important to develop rapport with guests? Provide two examples of

Explain the reasons for maintaining guest confidentiality

2.1 Guest Confidentiality

It is important that you respect the guests confidentiality,

2.2 Working in VIP and Guest Areas

As a professional provider of service to guests, it is important

and which beverages are the best accompaniments to food.

2.3 Record Keeping

It will be helpful to you if you keep records of the preferences

3. Hotel Facilities Offered

Explain the importance of having accurate knowledge of hotel

3.1 Turn-down facilities

The following is the recommended guidelines for turning down of

slippers neatly next to the bed.

Draw a picture of how the bed should look once the

3.2 Courtesy bar / lounge

Not many establishments offer this service to guests. It is a

Mobile / Banqueting / Permanent Bar .

Some establishments offer an honesty bar. VIP

3.3 Room service

Guests may wish for a meal to be served in their room. The

3.4 Breakfast & Dinner

Place a copy of the hotels procedure for serving