Session Objectives

At the end of this session, you will be able to:

Explain the valet services and its importance

Understand the duties and responsibilities of a Valet Runner

Introduction
A Valet Runner performs personal services for the guests. A valet service staff
must be able to deal with all types of guests' requests, needs and wants professionally.
Guests requiring a valet service expect their belongings and desires to be dealt with
quickly and efficiently, with no damages or losses.

What is a Valet Runner

A Valet Runner carries out a variety of personal duties for the guests such as:
1.
2.
3.
4.
5.
6.

Un- pack guests' luggage.

Collect guests' items for laundry and pressing.
Fillin laundry/pressing list accurately.
Clean guests' shoes correctly.
Prepare and present guests' clothes, ready for use.
Carry out repairs to guests' items with qualified companies or agencies.

Welcoming The Guest

The guest and the valet runner meet at the lobby or outside the guestroom.
1.
2.
3.
4.
5.
6.
7.

The
VR
must
greet
the
guest
warmly and
with
(Narration : Describe the personality and posture of a Valet Runner )
Use the name of the guest when talking to him/her
Personally take care of the guest's needs
Open the door for the guest
Make suggestions to help the guest enjoy his stay.
Offer additional help
Bid the guest goodbye

Introduction
Un-packing a guest's luggage is part of the personal service performed by a
Valet Runner. It helps to create a positive impression on the image of the hotels

smile

services. Un-packing a guest's luggage will help the client to settle down comfortably
and become organized if he/she has an easy access on his/her belongings.

The Guest and the Valet Runner are inside the room
1.
2.
3.
4.
5.

The Valet Runner will ask permission before touching the guest's belongings
Use Personal Protective Equipment (gloves)
Choose an empty and flat surface such as a table or bed.
Segregate the items that need to be ironed, laundered or cleaned.
Put
the
items
to
be
laundered
inside
the
laundry
bag
(Laundry bag is inside the cabinet)
6.
Check
the
shoes
if
it
needs
to
be
cleaned
/
repaired
(For clean shoes ) Place the shoes underneath the corresponding colors of clothing.
7.
Sort hats, belts, scarves and other closet accessories out of the bag and hang on
the hooks found on the side of the cabinet
8.
Place all toiletries such as makeup and hair care items in the shelf / vanity table.
9.
Secure any electronic accessories, including cameras, extra batteries, game
cartridges or DVD's and put them together in a shelf or table.
10.
Check the small pockets of the bags as well the purse or carry on luggage for
these items.
11.
Arrange t-shirts and sweaters on separate shelves by color and sleeve length.
12.
Fill in the drawers on the following order
a.
Underwear on the top drawers. Shirts and sweaters underneath
b.
Hang blazers one by one, next to each other
c.
Put matching or similar colors together.
d.
Fasten, button or zip so that everything hangs right.
Note: Put the colors your client wears most often (usually brown or black) on the
shelves that are easiest to reach.
13.
All shirts should be hung up together in one section
a.
Arrange by colors from light to dark with all of one color group together.
14.
Follow the same process for skirts, pants, etc.
15.
Hang pants from the waist or cuffs on a pants hanger
16.
Check the cabinet for misplaced items
17.
Close the cabinet

Introduction
Guests have a certain expectation when sending their clothes for ironing or
washing, that it will be done efficiently and quickly, with no damage or getting lost in the
process.

Laundering / Pressing Guest Clothes

Procedure:
1.

Fill in the laundry list found inside the cabinet

a.
Name and room number of the guest
b.
Type of service to be done on the item
c.
Number of items
d.
Type of items
e.
Special instruction/s of the guest
2.
Ask the guest to sign the laundry list for confirmation
3.
Ask the guest if they still need further assistance
4.
Bid the guest goodbye
5.
Take the guest's items to the laundry's receiving area.
6.
Sort the items according to:
a.
Number of items to be laundered
b.
Types of fabric
c.
Washing procedure needed by the fabric
d.
Stain
e.
Colors
f.
Sizes, etc.,
7.
Ensure that the correct laundry documentation is filled out
a.
Guest details are recorded (date, room number, guest name, time)
b.
Numbers of items correspond with the laundry list,
c.
And note any discrepancies, damage or stains.
8.
Endorse the laundry item to the right laundry personnel involved in performing
the tasks
9.
Report any discrepancies to your supervisor, e.g. shortage of items to
documentation, damaged items, guest's special requests.
10.
Collect guest's clothes from the laundry
11.
Deliver guest's clothes
12.
Knock on the guestroom door and announce, Valet Service
13.
Enter the room discreetly
14.
Greet the guest and let the guest know your purpose
15.
Ask the guest were you can place the laundered items

16.
17.
18.
19.

Ask the guest to sign the delivery form

Ask the guest if they still need assistance
Bid the guest goodbye
Close the guestroom door carefully

Session Objectives
At the end of this session, you will be able to:

Perform the correct procedure in cleaning shoes

Follow the correct procedure in cleaning / polishing shoes

Introduction
Taking care of shoes through correct polishing is important, not only for aesthetic
reasons in achieving the appealing glossy finish, but also to preserve the longevity and
condition of your shoes by keeping the leather moisturized and protected from the
elements.

Clean Guest Shoes

Procedure:
1.
Prepare the materials needed:
a.
Different colours of polish/wax
b.
Polishing brushes
c.
Polishing cloths
d.
Cleaning brushes
e.
Cleaning cloth
f.
Shoe horn
g.
Shoes
h.
Shoetrees

i.
j.

Gloves
Good morning towel/ newspaper
2.
Wear Personal Protective Equipment (disposable gloves )
3.
Wear protective clothing
a.
Put a towel on your lap (if sitting down) or,
b.
Spread newspaper on the table or any flat surface (if standing)
4.
Sit properly on a chair and begin cleaning / polishing the shoe
5.
Pick up the shoe by holding the sole
6.
Carefully examine the shoe by observing the following:
a.
Material used (leather, leatherette, plastic, synthetic leather, animal skin)
b.
Color of the shoe
c.
Dirt
d.
Dent/ scratch/ damage on the shoe.
7.
If the shoe has damage, make a report and ask your supervisor to sign the
report.
Note : Minor repairs should be performed by the assigned Valet Runner
8.
Make a mitten on your finger and clean the inner part of the shoe. Use clean
cloth.
a.
Wrap the corner of the cloth around your first and second fingers of your
dominant hand. Twist the remainder of the cloth to tighten the portion around
your fingers and hold that part in the palm of your hand.
b.
When removing dirt and dust on the outer part of the shoes, make a mitten
using four fingers.
c.
Use a very soft brush if the shoes have beads or if the material used is
sensitive. Remove all dust and dirt by wiping the shoe, especially the heel and
sole with a cloth. Apply the polish
d.
Start from the tip of the shoe and work your way towards the heel
9.
Wait for the shoe to dry completely
10.
Buff shoes with a clean, lint free cloth or use a shoe brush to bring out the shine.
11.
Put a tag on the shoe or put the cleaned shoes inside a bag before delivery
12.
Deliver guest shoes
13.
Knock on the guestroom door and announce, Valet Service
a.
Knock 3 timesand wait for the guest to open the door
14.
Enter the room discreetly
15.
Greet the guest and let the guest know your purpose
16.
Ask the guest where you can place the laundered items
17.
Ask the guest to sign the delivery form
18.
Ask the guest if they still need assistance
19.
Bid the guest goodbye
20.
Close the door carefully

Session Objectives
At the end of this session, you will be able to:

Perform the correct procedure in packing guest's belongings.

Learn the correct rolling to avoid wrinkles on clothes.
Perform bundle wrapping packing method.
Observe correct guidelines in packing guest's items.

Introduction
Packing can be both challenging and a battle in attempting to eliminate the
wrinkle war. While there are no foolproof remedies to avoid wrinkles, rolling and
bundle wrapping packing methods are the best ways of packing luggage because they
provide a lot of space for the baggage.

Guidelines in Packing Luggage

Procedures:
1.

2.
3.
4.
5.

6.
7.
8.

As a Valet Runner, ask permission from the guest before touching his/her
belongings
(When packing expensive items such as electronic gadgets or jewelries, the valet
runner should be assisted by a Supervisor/ House Managers)
Lay everything on the bed including the suitcase
Make a list of all items you will pack.
Use Personal Protective Equipment
Gather all the equipment, tools and materials needed in performing your tasks:
a.
Luggage
b.
Zip lock bags
c.
Clothes (clean/ dirty)
d.
Toiletries
e.
Shoes/slippers
f.
Name tag
g.
Mesh bag
Roll pajamas, night gowns, sweaters, and other casual wear to fill small spaces,
when possible.
Layer each rolled up outfit on the bottom of the suitcase
Lay the first heavy clothing such as jacket or pants. Put it on top of the rolled
items; lay it flat in the suitcase without folding.

9.

Put the next item on top - it should be placed in the opposite direction from the
first item
10.
Pack each item one at a time in a clockwise direction and allow sleeves, pant
legs, skirt lengths to hang over the edges as you stack more and more items.
11.
Select an object to form the core of the bundle (books, papers or magazine)
12.
Put core object on top of the pile of clothes you have stacked.
13.
Start wrapping up your bundle. Begin with the last item you placed
14.
Wrap sleeves, pant legs, skirts lengths over the core; neatly wrap the ends of
that item across the core bag on top of the pile
a.
Wrap each item as neatly as you can.
b.
Pack tightly.
c.
Packing loosely wastes precious space and causes clothes to wrinkle
15.
Place your remaining luggage items , like shoes, around the perimeter of the
bundle
16.
Put tag for identification
NAME, DESTINATION, TEL. NO.
17.
Inform the guest that you have finished packing their luggage
18.
Bid the guest goodbye.
19. Module1:
20. Lesson7: Receiving a Telephone Call
21.

22.

Session Objectives

23. At the end of this session, you will be able to:

24. Understand the set of rules involved in answering the telephone
25. Demonstrate actual procedure in answering the telephone

Introduction
The human factor in all types of communication makes the difference.
Customers need to feel taken care of, well informed and motivated. It's the opportunity
to create relationships for the future of your department.

Receiving a Telephone Call

The human factor in all types of communication and customer service makes the
difference. Customers need to feel taken care of. Good customer service begins here.
In customer service, the telephone is important. The difference between a positive and
negative experience with a phone call is you.
1.
2.

Telephone ringing
Answer the phone on or before the third ring

3.

Make the standard greetings with a smile

a.
Identify your department then identify yourself.
b.
Adding phrases such as good morning, how may I help you
4.
Have a pencil and a paper ready
5.
Listen attentively, focus your attention on the caller
6.
Write down immediately the callers name and room number, time of request,
special request and/or instruction.
7.
Answer the inquiries of the guest
8.
Repeat all details such as the name and room number, special request and/or
instruction of the guest.
9.
Bid the guest goodbye with some pleasantry
10.
Put down the telephone upon hearing