CBLM 4 Provide...

COMPETENCY BASED LEARNING MATERIAL
Sector:
TOURISM
Qualification:
HOUSEKEEPING NC II
Unit of Competency:
PROVIDE VALET/BUTLER SERVICES
Module Title:
PROVIDING VALET/BUTLER SERVICES
TECHNICAL EDUCATION SKILLS DEVELOPMENT AUTHORITY
Cabucgayan National School of Arts and Trades
Cabucgayan, Biliran
HOUSEKEEPING NC II May 2014 Document No.

TESDA Develop by: Issued by: Page
CNSAT Provide Valet/Butler Revision 1 of 97
Service Wilma C. Garing No.
HOW TO USE THIS COMPETENCY BASED LEARNING MODULE
Welcome to the Module in Providing valet/butler service. This
module contains training materials and activities for you to complete.
The unit of competency “Preparing Rooms for Guest” contains
knowledge skills and attitudes required for Housekeeping NC II. It is one of
the specialized modules at National Certificate level (NC II).
You are required to go through a series of learning activities in order
to complete each outcome of the module. In each learning outcome are
Information Sheets, Job Sheets. Follow these activities on your own and
answer the self check, perform the procedural checklist at the end of each
learning outcome. You may remove a blank answer sheet at the end of each
module (or get one from your facilitator/trainer) to write your answer for
each self-check. If you have questions, don’t hesitate to ask your facilitator
for assistance.
Recognition of Prior Learning (RPL)
You may already have some of the most of the knowledge and skills
covered in this learner’s guide because you have:
 been working for some time
 Already completed training in this area
If you can demonstrate to your trainer that you are already competent
in a particular skill or skills, talk to him/her about having them formally
recognized so you don’t have to do the same training again. If you have a
qualification or Certificate of Competency from previous training, show it to
your trainer. If the skill you acquired is still current and relevant to the
unit/s of competency they may become part of the evidence you may
present to RPL. If you are not sure about the currency of your skills, discuss
with your trainer.
At the end of this module is a Learner’s Diary. Use this diary to record
important date, jobs undertaken and other workplace events that will assist
you in providing further details to your trainer or assessor. A Record of
Achievement is also provided for your trainer to complete once you complete
the module.
This module was prepared to help you achieve the required
competency, in Preparing Rooms for Guest. This will be the source of
information for you to acquire knowledge and skill into this particular trade
independently and at your own pace, with minimum supervision or help
from your instructor.
 Talk to your trainer and agree on how you will both organize the
Training of this unit. Read through the module carefully. It is

divided into sections, which cover all the skills and knowledge
you need to successfully complete this module.
 Work through all the information and complete the activities in
each section. Read information sheets and job sheets and
complete the self check and perform the procedural checklist.
Suggested references are included to supplement the materials
in this module.
 Most probably your trainer will also be your supervisor or
manager. He/she is there to support you and show you the
correct way to do things.
 Your trainer will tell you about the important things you need to
consider when you are completing activities and it is important
that you listen and take notes.
 You will be given plenty of opportunity to ask questions and
practice on the job. Make sure you practice your new skills
during regular work shifts. This way you will improve both your
speed and memory and also your confidence.
 Talk to more experience workmates and ask for their guidance.
 Use the self-check questions at the end of each section to test
your own progress.
 When you are ready, ask your trainer to watch you perform the
activities outline in this module.
 As you work through the activities, ask for written feedback on
your progress. Your trainer keeps feedback/pre assessment
reports for this reason. When you have successfully completed
each element, ask your trainer to mark on the reports that you
are ready for assessment.
 When you have completed this module (or several modules), and
feel confident that you have had sufficient practice, your trainer
will arrange an appointment with registered assessor to assess
you. The result of your assessment will be recorded in your
Competency Achievement Record.

LIST OF COMPETENCIES
NO. Unit of Competencies Module Title Code

1 Provide Housekeeping Providing Housekeeping TRS512307
Services to Guest Services to Guest
2 Prepare Rooms for Guest Preparing Rooms for Guest TRS512308
3 Clean Premises Cleaning Premises TRS512309
4 Provide Valet/Butler Providing Valet/Butler TRS512310
Service Service
5 Laundry Linen and Laundering Linen and TRS512311
Guest Clothes Guest Clothes

MODULE CONTENT
PROGRAM/COURSE : Housekeeping
UNIT OF COMPETENCY : Provide Valet/Butler Service
MODULE TITLE : Providing Valet/Butler Service
MODULE DESCRIPTOR:
This module covers the basic knowledge, skills and attitude required
for valet service providers in a commercial accommodation establishment.
Experiences staff members with sound organization and interpersonal skills
generally undertake this role.
NOMINAL DURATION:
LEARNING OUTCOMES:
Upon completion of this module, the trainee/student MUST be able to:
LO 1. Identify valet service
LO 2. Perform proper coordination to ensure optimum privacy,
security and confidentiality of all guest.
LO 3. Display professional valet standards.
LO 4. Ensure proper handling of guest’s property.
ASSESSMENT CRITERIA
 Identify services required or preferred by guests in accordance with
establishment procedures.
 Establishes rapport and goodwill with guests through oral/written
communication.
 Coordinate with rooms keeping supervisor for the delivery of
processed item in accordance with establishment Standard
Operating Procedure.
 Coordinate with Front Office/Housekeeping in accordance with
Standard Operating Procedure.
 Inform laundry office of his whereabouts in case of need for his
service.
 Coordinate with sorter/marker about special instructions of guest.
 Checking laundry items for damages and inform guest immediately
if there are
 Rapport is established and feeling of goodwill are enhanced

between the guest and the establishment through good oral and
written communication
 Information about individual guest is accessed and utilized to
provide personalized and quality service.
 Valet grooming and communication standards are followed in
accordance with establishment standards.
 Luggage is unpacked, stored and packed neatly in accordance with
guest instructions.
 Guest clothes are appropriately prepared and presented, ready for
guest use.
 Shoes are correctly cleaned.
 Repairs are made or organized in accordance with establishment
procedures.
 Confidentiality regarding guest property and activities is
maintained in accordance with legal and ethical standards.

LEARNING OUT COME # IDENTIFY VALET SERVICES
1
CONTENTS:
• Basic roles of valet service within Philippine hospitality industry.
• Building guest rapport through oral and written communication
• Procedures in performing valet services:
a. Picking-up laundry
b. Checking laundry
c. Sorting, endorsing and delivery of laundry
• Procedures in keeping laundry area clean in accordance with
establishment standards.
ASSESSMENT CRITERIA:
1. Identify services required of preferred by guests in accordance with
2. Establishes rapport and goodwill with guests through oral/written
communication.
CONDITION:
Students/Trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT
Luggage carrier
Sorting shelves
3. ACCESSORIES AND SUPPLIES
Pen and paper
Housekeeping/ FO forms
Tags
4. TOOLS
Caddy/trolley
Laundry basket
Labeler
ASSESSMENT METHODS:
 Observation • Third party report
 Interview
 Written examination
 Demonstration of practical skills
Learning Experiences

Learning Outcome 1 . Identify Valet Service
Learning activities Special instructions
1.Read information sheet 4.1-1 Read Information Sheet. After
Basic Role of Valet Service reading the learner is encourage to
answer self check 4.1-1
2. Answer self check 4.1-1 Compare the answers to the answer
key.
3. Read Information Sheet 4.1-2 Read Information Sheet. After
Establishing Rapport and reading the learner is encourage to
Goodwill with Guest answer self check 4.1-2
4. Answer Self Check 1.1-2 Compare the answers to the answer
key.
5. Read information Sheet 4.1-3 Read Information Sheet. After
Perform Valet Service reading the learner is encourage to
6. Answer Self Check 4.1-3 Compare the answers to the answer

key.
7. Perform task sheet 4.1-1 Evaluate your own work using the
performance criteria
Keep a copy of your work for the next
activities
8. Read information Sheet Read Information Sheet. After
Cleaning laundry room reading the learner is encourage to

key.
10. Do Job sheet 4.1-2 Evaluate your own work using the
Information Sheet 4.1-1

Basic Role of Valet Services
Learning Objectves: After reading the INFORMATION SHEET, you should
be able to:
1. Identify the different duties and responsibilities of a butler.
What is a BUTLER?
Butler is the chief male attendant of a household, usually in charge of
servicing food, the wine, liquors and the care of silverware, etc.
The main role of a butler is that, a professional assistant, anticipating
guest’s needs rather than waiting to be asked. In addition to housekeeping,
food and beverage service, the butler requires to be well versed in personal
care of valeting.
A professional butler is prompt, courteous, organized, well groomed,
honest, trusting and trustworthy, friendly but familiar, reliable, low-key,
unobtrusive professional. A butler is committed to the highest standards of
service, anticipates as well as expedites, organizes as well as implements
and delegates effectively. Butler are very often the first and the last point of
contact for the employer and guest and this is seen as the best that can be
offered, in fact an ambassador of high standards.
DUTIES AND RESPONSIBILITIES OF A BUTLER

Butler basic functions includes the following:
 Maintain a professional appearance and high standard of personal
hygiene and presentation
 Understand basic butler manners and etiquette
 Provide personal services
 Possess good working knowledge of concierge service
 Have a fundamental understanding of wealth and luxury and its effect
on the position butler
A butler will demonstrate competency of:

Offering unpacking services
Handling guests belongings whilst cleaning a guest rooms
Hand sewing and repairing guests clothes
Offering packing services
Handling clothes in wardrobes
Sorting and storing other clothes and items in suite

Return laundry and dry cleaning to wardrobe/closet and where
appropriate removing tags and pins
Have correct knowledge of in-suite/room etiquette
Polishing and cleaning shoes
Return shoes bags or basket to guests suit and store them
appropriately
Running a spa/bath, including knowledge of safety issues
Hand pressing of guest’s clothes
Housekeeping skills of a butler includes:
 Knowledge of housekeeping terminology

 Knowledge of set up care of maid basket/trolley
 Knowledge of hygienic handling of linen
 Knowledge of cleaning room and dusting of cleaning bedrooms
 Knowledge of stripping and making up beds
 Knowledge of cleaning bathrooms
 Knowledge of vacuuming rooms
 Knowledge of folding towels and set up
 Knowledge of luxury turn down service

Self Check 4.1-1
Identify the different functions of a butler:

a. Their basic function
b. Main task, and
c. Housekeeping skills

Answers Key 4.1-1
Butler basic functions includes the following:
1. Maintain a professional appearance and high standard of personal
hygiene and presentation
2. Understand basic butler manners and etiquette
3. Provide personal services
4. Possess good working knowledge of concierge service
5. Have a fundamental understanding of wealth and luxury and its
effect on the position butler
A butler will demonstrate competency of:
1. Offering unpacking services
2. Handling guests belongings whilst cleaning a guest rooms
3. Hand sewing and repairing guests clothes
4. Offering packing services
5. Handling clothes in wardrobes
6. Sorting and storing other clothes and items in suite
7. Return laundry and dry cleaning to wardrobe/closet and where
appropriate removing tags and pins
8. Have correct knowledge of in-suite/room etiquette
9. Polishing and cleaning shoes
10. Return shoes bags or basket to guests suit and store them
appropriately
11. Running a spa/bath, including knowledge of safety issues
12. Hand pressing of guest’s clothes
Housekeeping skills of a butler includes:
1. Knowledge of housekeeping terminology
2. Knowledge of set up care of maid basket/trolley
3. Knowledge of hygienic handling of linen
4. Knowledge of cleaning room and dusting of cleaning bedrooms
5. Knowledge of stripping and making up beds
6. Knowledge of cleaning bathrooms
7. Knowledge of vacuuming rooms
8. Knowledge of folding towels and set up
9. Knowledge of luxury turn down service

Establishing Rapport and Goodwill with guest
Learning Objective: After reading the Information Sheet, you must be able
to; establish rapport and enhance the feeling of goodwill between the guest
and establishment.
Guest Rapport through Oral and Written Communication

Rapport is a state of harmonious understanding with another individual or
group that enables greater and easier communication. In other words
rapport is getting on well with another person, or group of people, by having
things in common, this makes the communication process easier and
usually more effective.
Sometimes rapport happens naturally, you ‘hit it off’ or ‘get on well’ with
somebody else without having to try, this is often how friendships are built.
However, rapport can also be built and developed by finding common
ground, developing a bond and being empathic.
This page examines rapport and how it can be built, especially when
meeting new people. Rapport is important in both our professional and
personal lives; employers are more likely to employ somebody who
they believe will get on well with their current staff. Personal
relationships are easier to make and develop when there is a closer
connection and understanding between the parties involved – i.e. there
is greater rapport.
The first task in successful interpersonal relationships is to attempt to build
rapport. Building rapport is all about matching ourselves with another
person. For many, starting a conversation with a stranger is a stressful
event; we can be lost for words, awkward with our body language and
mannerisms. Creating rapport at the beginning of a conversation with
somebody new will often make the outcome of the conversation more
positive. However stressful and/or nervous you may feel the first thing you
need to do is to try to relax and remain calm, by decreasing the tension in
the situation communication becomes easier and rapport grows.
When meeting somebody for the first time some simple tips will help
you reduce the tension in the situation enabling both parties to feel
more relaxed and thus communicate more effectively:
 Use non-threatening and ‘safe topics’ for initial small talk. Talk about
established shared experiences, the weather, how you travelled to where you

are. Avoid talking too much about yourself and avoid asking direct questions
about the other person.
 Listen to what the other person is saying and look for shared experiences or
circumstances - this will give you more to talk about in the initial stages of
communication.
 Try to inject an element of humour. Laughing together creates harmony,
make a joke about yourself or the situation/circumstances you are in but
avoid making jokes about other people.
 Be conscious of your body language and other non-verbal signals you are
sending. Try to maintain eye contact for approximately 60% of the time.
Relax and lean slightly towards them to indicate listening, mirror their body-
language if appropriate.
 Show some empathy. Demonstrate that you can see the other person’s point
of view. Remember rapport is all about finding similarities and ‘being on the
same wavelength’ as somebody else - so being empathic will help to achieve
this.
Make sure the other person feels included but not interrogated during
initial conversations, as you may feel tense and uneasy meeting and
talking to somebody new, so may they. Put the other person at ease,
this will enable you to relax and conversation to take on a natural
course.
Although initial conversations can help us to relax, most rapport-building
happens without words and through non-verbal communication channels.
We create and maintain rapport subconsciously through matching non-
verbal signals, including body positioning, body movements, eye contact,
facial expressions and tone of voice with the other person.
Watch two friends talking when you get the opportunity and see how
they sub-consciously mimic each other’s non-verbal communication.
We create rapport instinctively, it is our natural defence from conflict,
which most of us will try hard to avoid most of the time.
It is important that appropriate body language is used; we read and
instantly believe what body language tells us, whereas we may take more
persuading with vocal communication. If there is a mismatch between what
we are saying verbally and what our body language is saying then the
person we are communicating with will believe the body language. Building
rapport, therefore, begins with displaying appropriate body language - being
welcoming, relaxed and open.

As well as paying attention to and matching body language with the person
we are communicating with, it helps if we can also match their words.
Reflecting back and clarifying what has been said are useful tactics for
repeating what has been communicated by the other person. Not only will it
confirm that you are listening but also give you opportunity to use the words
and phases of the other person, further emphasising similarity and common
ground.
The way we use our voice is also important in developing rapport. When we
are nervous or tense we tend to talk more quickly, this in turn can make
you sound more tense and stressed. We can vary our voices, pitch, volume
and pace in ways to make what we are saying more interesting but also to
come across as more relaxed, open and friendly. Try lowering your tone, talk
more slowly and softly, this will help you develop rapport more easily.
Helpful Rapport Building Behaviours
 If you are sitting then lean forward, towards the person you are talking to,
with hands open and arms and legs uncrossed. This is open body language
and will help you and the person you are talking to feel more relaxed.
 Look at the other person for approximately 60% of the time. Give plenty of
eye-contact but be careful not to make them feel uncomfortable.
 When listening, nod and make encouraging sounds and gestures.
 Smile!
 Use the other person’s name early in the conversation. This is not only seen
as polite but will also reinforce the name in your mind so you are less likely
to forget it!
 Ask the other person open questions. Open questions require more than a
yes or no answer.
 Use feedback to summarise, reflect and clarify back to the other person
what you think they have said. This gives opportunity for any
misunderstandings to be rectified quickly.
 Talk about things that refer back to what the other person has said. Find
links between common experiences.
 Try to show empathy. Demonstrate that you can understand how the other
person feels and can see things from their point of view.
 When in agreement with the other person, openly say so and say why.
 Build on the other person’s ideas.
 Be non-judgemental towards the other person. Let go of stereotypes and any
preconceived ideas you may have about the person.
 If you have to disagree with the other person, give the reason first then say
you disagree.

Self Check 4.1-2
Direction: True or False. Write true if the statement is correct and

false if it is wrong.
1. When meeting somebody for the first time, talk about yourselves
and ask direct question about the other person.
2. Listen to what the other person is saying and look for a shared
experiences or circumstances.
3. Make sure that other person feels included during the initial
conversations.
4. Don’t bother if you can’t see the other person’s point of view.
5. Always use other persons name during conversation.
6. If you have to disagree with the other person give the reason
first then say you disagree.
7. Make encouraging sounds and gesture when listening
conversation.
8. Open body language like open arms, will help you and the other
person you are talking feel more relaxed.
9. Be judgmental towards other persons.
10. Put other person at ease during conversation.

Answers Key 4.1-2
1. False
2. True
3. True
4. False
5. False
6. True
7. True
8. True
9. False
10. True

Performing valet Service
Learning Objectives: After reading the INFORMATION SHEET, you

should be able to:
1. Follow the proper procedure in picking-up laundry
2. Checking laundry for damages, and
3. Sorting, endorsing and delivery of laundry
Sequence of Guest Laundry Services
1. Guest shall fill up the laundry list and shall request for pick-up either
through the Housekeeping or Laundry office guest phone or through
the Front desk or to any room supervisor or room attendant.
2. If the pick-up request is coursed through the clerk, the latter logs
down the guest’s instructions for the processing of items and calls the
linen attendant, valet runner or room boy for pick-up of items.
3. The laundry list and laundry items are picked up by concerned staff.
4. Upon pick-up of the laundry items, the attending staff checks items
on the list in front of the guest if he is around. 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.
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 (ex. 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. The guest shall acknowledge receipt of said notification by
signing his name.

CNSAT MINI HOSTEL
LAUNDRY DEPARTMENT
DAMAGE ADVICE
NAME OF GUEST: Diana M. Torres_________________________

ROOM NO.: 104__ DATE: February 23, 2014 TIME: 2:30pm
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.
[x] discolored areas or spots [ ] double creases
[ ] stains [ ] deformity
[ ] with shrinkage [ ] worn-out
[ ] has shiny patches [x] with cut/tears
[x ] 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 would you 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
Note: The form above will be used to alert the guest of any noted
damage on his garment that is sent for laundry. It is always
best to inform him in advance about the status of his garment,
otherwise he might blame the hotel of said damage.

If the item is not suited for the requested processing method (dry
cleaning, washing, etc.), the guest is also notified thru the same
notification form, indicating therein the recommended method in
processing the item.
5. Items for washing are endorsed to washer for processing. Upon receipt
of the items, the washer shall count and double check items against the
laundry list; sort and classify them, then place the appropriate tag.
 If the item is for dry-cleaning (color code it with blue tag)
 If the item is for machine-washing, (color code it with pink tag)
If the item is to be washed, washer should hand-wash with care. After
washing the laundry items, the washer endorsed the finished items to
the other laundry staff (i.e. ironer or presser) for further processing.
6. If the item is fit for other forms of processing, it is endorsed to other

laundry staff, namely:
Presser – for blouse, dresses, trousers and related items
Hand ironer – for normal shirts
Utility presser – for trousers, skirt and long dresses
The attending staff shall double check each item upon receiving them
and takes note of discrepancies in quality and damaged parts.
7. If the item needs no further processing, it is placed inside the pigeon box
(if any ) according to tag.
8. If the item is ready for delivery, the linen attendant or valet runner sorts
them against the laundry list, collects altogether laundry items of each
guest in a garment bag, attaches the laundry list to the bag and endorses
it to the presser or linen attendant.
9. If the guest is on cash basis, laundry clerk prepares a voucher to be

attached to the item for billing (see ex. Laundry voucher) payment must
be made upon delivery of the items.
10. The processed items will now be delivered to the guest. If the guest is

around, he is asked to sign in the delivery logbook for
acknowledgement. Then the bill is presented to him for settlement.
If the guest he is not around, the housekeeping supervisor

acknowledges by signing in the logbook.
If the room is on “Do Not Disturb” sign (DND) and said is on special
service, a notification is placed in the guest’s room through the door
(another copy to the front office) notifying him that an attempt to deliver
his laundry was made while he is on DND.
Undelivered items are brought back to the laundry area to be redelivered

upon the arrival of guest.
CNSAT MINI HOSTEL

LAUNDRY VOUCHER
(Partial List of Items only) Voucher No. ____________
Name of Guest: Mr. Room No.: ______ Date/Time: ______________

Guest Hotel Articles Price Total Damages if any
Count Count Amount
FOR PRESSING (partial list)
Suit
Trousers
Jacket
Barong Tagalog
Shirt/long sleeves
Sport shirt
Vest
Necktie
Silk shirt

Others
FOR WASHING OR DRY CLEANING
Suit
Trousers
Jacket
Barong Tagalog
Shirt/long sleeves
Sport shirt
Vest
Necktie
Silk shirt
Others
Remarks or Total P ____________
instructions from Extra Charge ____________
guests Sub Total ____________
Sales Tax ____________
Service charge 10% ____________
Total charge P ____________
Picking-Up of guest Laundry

 Room attendant, room boy or valet runner shall pick-up the
guest laundry together with the laundry list from the guest
rooms
 Validate actual count of items against the one listed in the
laundry list
 Check for possible damages like missing buttons, discoloration,
etc.
 Inform the guest (if he is around) of the noted damage
 Indicate the damage in the laundry list
 Picked-up items are placed in a plastic laundry bag (must be
segregated to avoid contamination) then placed directly at the
linen chute or personally brought to the linen/laundry section
 The linen attendant shall pick up the soiled linen from the
laundry chute, then records in the logbook all soiled linen that

were gathered from the chute indicating the number of pieces
for each item and damages if any.
 The soiled items are turned over to the linen in charge. The
latter shall acknowledge receipt of the item by signing in the
endorsement from or in the logbook.
Segregation and Tagging of Laundry

To facilitate processing of laundry items, they should be segregated
and labeled. Each category has a specific laundry requirement and there is
a danger of damaging the linen if inappropriate laundry job is performed
Segregate items by :
1. Color-separate white from colored items
2. Classification-towels from bed sheets, etc; wet from dry
3. Extent of dirt separating the heavily soiled items from lightly soiled
items
Sorting-Marking Procedures
For unprocessed items
Steps Procedures Purpose

1. Upon receiving items Segregate by bag those for Laundry job will be faster
for laundry, the sorter dry-cleaning, for washing when items are pre-
lines up the laundry bags and pressing segregated before they are
according to the time they processed
are received
2. Count and check all Take note of the following: To make sure that count
items in the bag and specifications tally
a. Whether the type and
with the list so that
count of items tally with
possible
what is indicated in the
misunderstanding and
laundry list. If there are
complaints will be
discrepancies, inform the
prevented
supervisor who will in
turn inform the guest.
b. Checked for damages
and stains. Should there
A damage report is usually
be any, inform the
given to the guest. See
supervisor
Exhibit 5.1

c. Check for valuables
inside the garment and
turn them over to the
supervisor for him to send
it to the guest
d. Check for special
instructions indicated in
the list
3. Mark/tag all items Place the appropriate tag Tagging makes it easy to
accordingly to be able to – i.e. blue for dry- identify the required
identify the laundry cleaning, pink for laundry method-whether
process needed washing, etc. for washing, dry cleaning
etc.
4. Inform supervisor for Indicate other details like To avoid complaints, the
special instructions of the how it will be processed laundry staff should
guest (for washing, dry- strictly abide with the
cleaning, etc.), time of instructions of guest
delivery, other services regarding his laundry
required like mending, items.
etc.
5. Endorse items for Items for dry-cleaning

processing to the shall be endorsed to dry
concerned laundry staff cleaner, items for washing
reminding them of special is sent to washer and
instructions of the guest items for pressing will go
(if any) to the presser

Self Check 4.1-3
Direction: Answer the following briefly.
1. What is the proper procedure in picking up the laundry?

___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________
2. What are the proper steps in sorting and marking guest laundry?
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
3. If the item is for dry-cleaning. What is the color of the tag?
_______________________________
4. What does “DND” means? _______________________________
5. If the guest is not around, to whom does the attending staff presents or
checks the laundry for damages? ______________________________________

Answers Key 4-1-3
1. Picking-Up of guest Laundry

 Room attendant, room boy or valet runner shall pick-up the
guest laundry together with the laundry list
 Validate actual count of items and check for possible damages
like missing buttons, discoloration, etc.
 Inform the guest (if he is around) of the noted damage and
indicate the damage in the laundry list
 Picked-up items are placed in a plastic laundry bag (must be
segregated to avoid contamination) then placed directly at the
linen chute or personally brought to the linen/laundry section
 The linen attendant shall pick up the soiled linen then records
in the logbook and indicating the number of pieces for each
item and damages if any.
 The soiled items are turned over to the linen in charge. The
latter shall acknowledge receipt of the item by signing in the
endorsement from or in the logbook
2. Steps in Sorting and Marking laundry
1. Upon receiving 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 accordingly to be able to identify the laundry
process needed.
4. Inform supervisor for special instructions of the guest
5. Endorse items for processing to the concerned laundry staff
reminding them of special instructions of the guest (if any)
3. Blue
4. Do Not Disturb
5. Guard/room boy or supervisor.

TASK SHEET 4.1-1
Title: GUEST NOTIFICATION
Performance Objective: Given a guest notification form, you should be able
to prepare a Damage Advice for the guest.
Supplies and Materials: FO Form
Equipment: None
Steps and Procedures:
1. Pick-up laundry items together with laundry list from the guest room
2. Check for possible damages like missing buttons, discoloration, etc. in
front of the guest if he is around. If the guest is not around, checks it
in the presence of a floor guard or room boy/supervisor who will be
serving as witness for damages.
3. Fill the guest notification form
4. Inform the guest (if he is around) of the noted damage, and let them
sign on the form
5. If the item is not suited for the requested processing, the guest is also
notified thru the same notification, indicating therein the
recommended method in processing the item.
Assessment Method: Demonstration

PERFORMANCE CRITERIA CHECKLIST
Task Sheet 4.1-1
CRITERIA YES NO
Did You …..
 Pick-up guest laundry
 Check laundry damage with the presence of

the guest or room boy/supervisor?
 Fill notification damage with guest signature
 Endorsed to laundry staff for processing
Comments/Suggestion:
Trainer: _______________________________ Date: _______________

CNSAT MINI HOSTEL
LAUNDRY DEPARTMENT
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 or 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 would you like us to do.
( ) The other items are being processed to avoid further delay and
will be delivered to you shortly.
Yourcomments:
____________________________________________________
__________________________________________________________________
Thank you
LAUNDRY DEPARTMENT

Task Sheet 4.1-2
Title: Procedure in Sorting-Marking unprocessed laundry Clothes
Performance Objectives: Given the tools, supplies/materials, you should
be able to follow the proper procedure in Sorting and Marking unprocessed
clothes
Supplies and materials: assorted clothes, laundry bags/laundry baskets,
labeler,
Equipment: None
Procedure:
1. Received items for laundry, 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 accordingly to be able to identify the laundry process
needed.
4. Inform supervisor for special instructions of the guest
5. Endorse items for processing to the concerned laundry staff reminding
them of special instructions of the guest (if any)

Task Sheet 4.1-2
CRITERIA YES NO
Did You …..
 Sort laundry items, and count each item in

every bag?
 Place appropriate tag to identify the laundry

process needed?
 Inform supervisor for special instruction of

the guest?
 Endorsed to laundry staff for processing?
Comments/Suggestion:
Trainer: _______________________________ Date: _______________

Cleaning Laundry Room
Learning Objectives: After reading the INFORMATION SHEET, YOU MUST
be able to: Follow the procedure in cleaning laundry room.
PROCEDURE:
1. Catch up the laundry. Get all the clean

clothes put away. Wash dirty clothes that are in the laundry room
and put those away, too. After that, if the laundry room itself is your
target, bring in only one load at a time from other rooms.
2. If you store cleaning supplies in the laundry room, dispose safely

of any hopelessly outdated stuff, especially if you don't use it
anymore or the container appears to be in danger of spilling its
contents. If you need to dispose of household chemicals, contact
your municipality about proper disposal.
3. 4
1. 3. Organize what remains. Place it in shelves, cabinets, or bins so that
the items you use most are close at hand. If possible, clear the tops
of the washer and dryer and any work surfaces.5
4.
4. Dust the walls and cabinets. Lint buildup in a laundry room can
make for a lot of dust on the walls. A long-handled duster or dust mop
will make this a quicker job.
5. 6
5. Wipe off the outsides of your washer and dryer. Use a mild, diluted
spray cleaner and a rag.

6. Clean any counter tops and wipe out the laundry sink. Laundry
sinks often end up getting the messy jobs, like cleaning paint brushes or
muddy shoes, so yours might not ever gleam. Just clean the worst of it
and move on.
7. Clean out your dryer vent about once a year. While it's not a visible
mess, it does pose a fire hazard and reduce the efficiency of your dryer. A
clogged vent can also contribute to dust in your home.
8. Sweep and mop the floor, and shake or hose out any scatter rugs or

mats.
9. If you have hard water, try running a wash load with vinegar in it

periodically. The acid will help to dissolve the minerals. You can even add
it to the rinse cycle with your clothes, and no, your clothes will not reek
of vinegar when they are dry.
Self Check 4.1-4
1. State the steps in cleaning the laundry area.

Answer Key 4.1-4
1. Catch up the laundry.

2. If you store cleaning supplies in the laundry room, dispose safely of any
hopelessly outdated stuff
3. Organize what remains.
4. Dust the walls and cabinets. 6
5. Wipe off the outsides of your washer and dryer.
6. Clean any counter tops and wipe out the laundry sink.
7. Clean out your dryer vent about once a year.
8. Sweep and mop the floor
9. If you have hard water

JOB SHEET 4.1-2
Title: Cleaning The Laundry Area
Performance Objective: After reading the information sheet, you should
be able to follow the procedure in cleaning the laundry and observe safety
in performing the task.
Supplies and Materials:,
Soft broom
Hard broom
Dust pan
Lint cloth
Rags
Equipment : Vacuum cleaner
Procedure:
1. Prepare the tools, materials and equipment in cleaning
2. Enter to the laundry room
3. Catch up the laundry – load one at a time the laundry in the washing
machine, put all away from the laundry room
4. Remove chemical containers that empty, arrange in the cabinet those
remains.
5. Dust top of the washers/dyers
6. Dust the walls and cabinets
7. Wipe off the outsides of your washer and dryer
10. Clean out your dryer vent about once a year.
11. Sweep and mop the floor

JOB SHEET 3.5-5
Trainee’ Name: ________________________________ Date: _____________________

CRITERIA YES NO
1. Tools, materials and equipment in cleaning are
properly prepared
2. Laundered clothes are put away from the laundry

room
3. Chemicals are arranged properly in the cabinets
4. Dusted/wiped the walls and cabinets,

washers/dyers
5. Cleaned out dryer vent
6. Swept and dammed mop the floor
Comments/Suggestions:
Trainer: ____________________________ Date: ______________________________

LEARNING OUTCOME # 2 : PERFORM PROPER COORDINATION TO
ENSURE OPTIMUM PRIVACY, SECURITY AND CONFIDENTIALITY OF
ALL GUESTS:
1. Coordinate with rooms keeping supervisor for the delivery of
processed items in accordance with establishment Standard
Operating Procedures.
2. Coordinate with Front Office/Housekeeping in accordance with
Standard Operating Procedures.
3. Inform laundry office of his whereabouts in case of need for his
service.
4. Coordinate with sorter/marker about special instructions of guest.
5. Checking laundry items for damages and inform guest immediately if
there are.
CONTENTS:
1. Organizational chart of the housekeeping department
2. Prepare reports and endorsements of valet service provider
3. Procedure of sorting and marking of laundry items
4. Checking laundry condition
5. Delivery of laundry and luggage to guest room,
CONDITION:
Students/trainees must be provided with the following:
1. Equipment
 Luggage carrier
 Sorting shelves
 Washing machine
 Drying machine
 Dry-washing equipment
2. Tools
 Caddy/trolley
 Laundry basket
 Labeler
3. Materials/Supplies
 Pen and paper
 Tags
 Housekeeping forms
 Organizational chart

 Laundry supplies
 Laundry items
 Laundry report forms
ASSESSMENT METHOD:
 Observation
 Interview
 Third party report

Learning Outcome 2: Perform Proper Coordination to Ensure Optimum

Privacy, Security and Confidentiality of All Guests
Learning Activities Special Instructions
1. Read Information Sheet 4.2-1a Read Information Sheet. After
Laundry operation and laundry flow reading the learner is encourage to
chart answer self check
2. Do Job sheet 4.2-1 Evaluate your own work using the

activities
3. Read information sheet on Read Information Sheet. After
Key terms used in housekeeping reading the learner is encourage to
answer self check
Compare the answers to the answer

4. Answer self check key. 4.2-1b

Laundry Operation and Laundry Flow Chart
Learning Objective: After reading the Information Sheet you must be able
to; Follow a systematic direction on the flow of work.
Housekeeping Department Organization Chart
The organization chart of housekeeping department should provide a

clear picture of the lines of authority and the channels of communication
with the department.
Housekeeping department chart not only provides for a systematic

direction of orders, but also protects employees form being over directed.
The chart shows that each employee should take orders only from the
person directly above him / her.
Also a copy of the chart should be posted in an area so that all

housekeeping staff can see where they fit into the overall organization of the
department. Ideally all hotels place the organization chart on ether the
housekeeping control desk room or the place where usually the
daily briefing happens.

Hotel Laundry Operation and Laundry Flow chart
The laundry department has a basic cycle of operation with the below
steps:-
1. Collecting Soiled Linen.
House maid and room boy should strip linens from beds and areas and put
them on to the linen chute or on to the soiled linen carts stored on each

floor pantry. Staff should never use any guest linen for any cleaning
purpose.
The house boys should go for frequent rounds on each floors to collect the
soiled linen from the linen chute or on to each floor pantry. Supervisors
should make sure that the soiled linens doesn't pileup on floor pantry which
may cause further soil or damage as there are chances that people may walk
on them.
2. Transport Soiled Linen to Laundry department.
The linens form the Laundry chutes and floor pantry are carried to the
laundry department by trolley. The housemen should make sure that the
laundry items are not dragged on the floor this may further damage or soil
the laundry.
3. Sorting of Linen and Uniforms.
The laundry sorting area of the hotel should be large enough to buffer one
day worth of laundry and these sorting of laundry should not cause interfere
with other laundry activities.
Sort linen and uniforms according to their stains, size, type, color etc.
Note: SOP for sorting of uniforms and linens
4. Washing and Dry cleaning.
After the linens and uniforms are sorted properly the laundry staff collects
the batches of laundry and load them to the washers. It is also a good
process to always weigh the laundry items before loading them to the
washers, this will ensure that the washers are not overloaded and help to
run them in the optimum operation condition.
If required the soiled linens are treated to remove stains before the washing
process. To reduce operational cost nowadays hotels uses chemicals
( bleaches, detergents, softeners etc.) while washing process to remove
stains instead of treating laundry items separately before washing.
5. Drying.
After the washing cycle is completed the washed items are dried on the
dryer. The drying times and temperature vary considerable according to the
type of linen / cloths.
Also always the drying should be followed by a gradual cool down process to
prevent the hot linens from being damaged or wrinkled by rapid cooling and
healing process.
6. Folding of Linen and Uniforms.
Even though a lot of flooding of linens are now automated, the hotels still do
a lot of folding by hand. While folding the linens the laundry
attendants should also look for any damages occurred to them while the
laundry process.
The folded items are then stored and stacked properly according to batches.
The finished laundry items should latest rest for 24hrs. as this will increase
their life.

Sample Laundry operational flow chart
Key terms used in the hotel Housekeeping department

Housekeeping Status report : A report prepared by the housekeeping
department to indicate the current status of each room, based on a physical
check.
Preventive maintenance: A systematic approach to maintenance in which
situations are identified and corrected on a regular basis. This will help to
control costs and keep larger problems from occurring.
Room Status Discrepancy: A situation in which the housekeeping
department's description of a room status differs from the room status
information at the front desk.

Routine maintenance: Activities related to the general upkeep of the
property that occur on a regular basis, This also requires minimal training
or skills to perform.
Schedule maintenance: Activities related to the general upkeep of the
property that are initiated through a formal work-order.
Turndown Service: A Special service provided by the housekeeping
department in which a room attendant enters the guestroom in the early
evening to restock supplies, tidy the room and turn down the covers of the
bed.
Area inventory List: A list of all items within a particular area that need
cleaning by or attention of housekeeping personal.
Frequency Schedule: A schedule that indicate how often each item on an
area to be cleaned or maintained.
Non - Recycled inventories : Those items in stock that are consumed or
used up during the course of routine housekeeping operations. Non-recycled
inventories including cleaning supplies, small equipment items, guest
supplies etc.
Recycled inventories: Those items in stock that have relatively limited
useful lives but are sued over and over in housekeeping operations. ex:
Linen, uniforms, major machines etc and guest rentable objects.
Par Number: A multiple of the standard quantity of a particular inventory
item that represents the quantity of the item that must be on hand to
support daily routine housekeeping operations.
Floor Par: the quantity of each type of linen that is required to outfit all
rooms serviced on that floor.
Master Key: A Key which opens all guest room doors which are not double
locked.
Grand Master / Emergency Key: A Key which opens all guest rooms and
doors even when they are double locked.
Guest room key: A Key which opens on one guest room when it is not
double locked.
Room inspection: A detailed process in which guest rooms are
systematically checked for cleanliness and maintenance
Common Maintenance works in Hotel guest rooms :

The Housekeeping department often takes the first step to maintenance
functions for which engineering department is ultimately responsible. There
are three kinds of maintenance activities:-
1) Routine Maintenance.
2) Preventive Maintenance.
3) Schedule Maintenance.

Routine Maintenance:-
These are activities those which relate to the general up-keeping of the
property, occur on a regular daily or weekly basis, and require relatively
minimal training or skills. These are maintenance activities which occur
outside of a formal work order system and for which no specific
maintenance records are kept.
Examples:- Sweeping carpets, washing floors, cleaning readily accessible
windows, cutting grass, cleaning guestrooms, replacing burned-out light
bulbs etc.
Many of these routine maintenance activities are carried out by the
housekeeping department and no job order is send to the engineering
department.
Preventive maintenance:-
Preventive maintenance consists of three parts: inspection, minor
corrections, and work-order initiation. Inspections are performed by
housekeeping staff in the normal course of their duties.
Examples:- Room attendants and inspectors may regularly check
guestrooms for leaking faucets, cracked caulking around bathroom fixtures,
and other items that may call for attention by engineering staff.
Attending to leaking faucets and improper caulking around sinks and tubs
can control maintenance costs by preventing greater problems, such as
ceiling or wall damage in the bath below.
Communication between housekeeping and engineering should be
efficient so that minor repairs can be handled while the room attendant is
cleaning the room. Preventive maintenance by its nature sometimes
identifies problems and needs beyond the scope of a minor correction. These
problems are brought to the attention of engineering through the work order
system.
Scheduled Maintenance:-
Scheduled maintenance activities are initiated at the hotel based on a formal
work order or similar document. Work orders are a key element in the
communication between housekeeping and engineering.
Example:- when a member of the housekeeping department fills out a work
order form, one copy is sent to the executive housekeeper and two copies to
engineering. The chief engineer gets one of these copiers and gives the other
to the maintenance staff assigned to the repair.
A Sample work order form can be found here: Work order form
The maintenance staff will indicate the number of hours required to
complete the work, any parts or supplies required, and other relevant
information. When the job is completed, a copy of the trades person's
completed work order is sent to the executive housekeeper.


Communicating Maintenance Work in housekeeping department
Room attendants are the best and first line of offense in preparing for the
guest stay, The clean the room and are the key people to recognize
deficiencies that can cause guest dissatisfaction.
For instance, what happens if a room attendant does not recognize that a
light bulb is burned out ? probably, the guest will try to turn on the lamp,
notice the burned out bulb. become disgruntled and call the front desk.
This is one strike against the hotel. By setting up a proactive system
whereby employees recognize deficiencies, report them, and repair them
before anyone rents the room, the hotel team can avoid guest
dissatisfaction.
The following items are essential to a positive guest experience and can
provide a starting point for training room attendants to understand their
first-line responsibilities:
Sleep Set: If two people in a bed get wedged together in the middle because
the mattress sags, no one is content. A Room attendant can easily see a
sagging mattress when the sheets are stripped away. Rotate the sleep set
regularly, and replace it when necessary.
Heating/ Air Conditioning: If the temperature makes you feel
uncomfortable while cleaning the room, Chances are that guest will also be
uncomfortable during their stay. Recognize and report problems with
heaters or air conditioners.
TV, Radio, Phone: Test the radio and TV while cleaning them. When
wiping off the telephone, make sure it is working.
Bedspreads: Faded bedspread are the very first thing most guest will
notice. Since the first impression is so important, report and replace worn
spreads.
Lighting: If the room attendant thinks the room seems dark a guest may
feel the same way. Check each lamp's placement, each bulb's wattage and
whether the switch/fixture is working.
Door: Door hardware which is not working properly irritates everyone and is
potentially security issue. If it is difficult to enter the room to clean it,
recognize and report the situation and make sure the door is repaired before
calling the room "Vacant and ready"
Toilet: If it takes more than one flush to get everything down the drain or if
the water continually runs, report the condition to maintenance
immediately.
Vanity and Tub: Sparkling porcelain can make the customer feel the room
is extra clean, especially if the faucets are shiny. Using a dry cloth to polish
them can make the difference. Watch for stains, drips, or corroded
hardware.

Towels: "Soft" is the word most people use to describe how they want their
towels. A soft towel that is free of stains will feel new and will not remind a
guest that it has been used by someone else. If the linen is something less
than soft and clean, replace it.
Bathroom Walls : Walls vinyl gets dated quickly. When it begins peeling or
wearing out a guest notes that the hotel is not all it should be. Privacy is
important to many guests; ensure that the bathroom door is working
properly. Report any problem to maintenance.
Water Temperature : For safety sake, recognize the temperature of the
water. How warm is it as soon as it comes out of the tap and how long does
it takes to get Hot? The Extremes of cold or heat are things to recognize and
report.
Ventilation : If a mirror fogs up while the bathroom is being cleaned, the
fogging probably frustrates the guest. Check the fan and keep it clean.

Self Check 4.2-1
Identify: Write your correct answer on the statement given.

__________________ 1. A report prepared by the housekeeping department to
indicate the current status of each room, based on a physical check.
__________________2. Activities related to the general upkeep of the property
that occur on a regular basis.
__________________3. A list of all items within a particular area that need
cleaning by or attention of housekeeping personal.
__________________4. A schedule that indicate how often each item on an
area to be maintained.
__________________5. A situation in which the housekeeping department’s
description of a room status differs from the room status information at the
front desk.
__________________6. A key which opens all guest room doors which are not
double locked.
__________________7. The quantity of each type of linens that is required to
outfit all room serviced on that floor.
___________________8. A systematic approach to maintenance in which
situations are identified and corrected on a regular basis. This will help to
control costs and keep larger problems from occurring.
__________________ 9. A special service provided by the housekeeping
department in which a room attendant enters the guestroom in the early
evening to restock supplies, tidy the room and turndown the covers of the
bed.
_________________10. Those items in stock that are consumed or used up
during the initiated through a formal work-order.
_________________11. A detailed process in which guest rooms are
systematically checked for cleanliness and maintenance.
________________ 12. Activities related to the general upkeep of the property
that are initiated through a formal work-order.
________________ 13. A key which opens all guest rooms and doors even
when they are double locked.
________________ 14. A multiple of the standard quantity of a particular
inventory item that represents the quantity of the item that must be on
hand to support daily routine housekeeping operations
________________ 15. Those items in stock that are consumed or used up
during the course of routine housekeeping operations. Non-recycled
inventories including cleaning supplies, small equipment items, guest
supplies etc.

Answers Key 4.2-1
1. Housekeeping status report

2. Routine maintenance
3. Area inventory list
4. Frequency schedule
5. Room status discrepancy
6. Master key
7. Floor par
8. Preventive maintenance
9. Turndown service
10. Recycled inventories
11. Room inspection
12. Schedule maintenance
13. Grand master/emergency key
14. Par number
15. Non-recycled inventories

TASK SHEET 4.2-1
Title: Laundry Operation
Performance Objective: Given Equipment, tools materials and supplies you
should be able to follow the flow of laundry operation in hotel.
Tools, Materials/Supplies: used linens, laundry baskets, detergents,
softeners, bleaches, PPE
Equipment: washers, dryers and trolleys
Procedure:
 Collect soiled linen /clothes

 Transport soiled linen/clothes to laundry department
 Sort linen/clothes according to size, type and color
 Remove stain
 Wash-weigh laundry items before loading to washer
 Dry-according to type of linen/clothes
 Fold the linen/clothes
Assessment method: Demonstration

JOB SHEET 4.2-1
Trainee’ Name: ________________________________ Date: _____________________

CRITERIA YES NO
1.
2.
3.
4.
5.
6.
Comments/Suggestions:
Trainer: ______________________________ Date: ___________________

LEARNING OUTCOME # 3 : DISPLAY PROFESSIONAL VALET
STANDARDS
1. Rapport is established and feelings of goodwill are enhanced between
the guest and the establishment through good oral written
communication.
2. Information about individual guest is accessed and utilized to provide
personalized and quality service.
3. Valet grooming and communication standards are followed in
accordance with establishment standards.
CONTENTS:
1. Basic contact lists and details and basic customer preference profiles.
2. Communication phrases of valet service provider with guest in
accordance with establishment standards
3. Personality development: Grooming and personal hygiene
CONDITION:
 Records profiles of guest
ASSESSMENT METHOD:
 Observation
 Interview

Learning Outcome 3 . DISPLAY PROFESSIONAL VALET STANDARDS

1.Read information sheet 4.3-1 Read Information Sheet. After
Communication Phrases of valet reading the learner is encourage to
Services with Guest answer self check
2. Answer self check Compare the answers to the answer
key. 4.3-1
3. Read Information Sheet 4.3-2 Read Information Sheet. After
Grooming and Personal Hygiene reading the learner is encourage to
4. Answer Self Check Compare the answers to the answer

key. 4.3-2

Communication Phrases of Valet Service with Guest
to: Use the correct words when interacting with guest and other customers.
The Language Use of Hospitality
There is no doubt that non-verbal signals such as eye contact,
body language, and facial expressions strongly help convey meaning
during human interactions. Yet the words we choose also impact
interpersonal communications.
It is important to help your hospitality and guest contact staff to
choose their words carefully when interacting with guests, prospects,
and even their “Internal” customers from other departments.
An example of commonly used words and phrases to focus on:
Not that: “You’ll have to…”

Say this: “May I suggest that you…” or “May I ask you to…”
When some guests hear the words “You’ll have to,” it brings out the 17
year old rebel teenager in them and they draw a line in the sand and it
can often lead to one of those “Oh no I won’t! – “Oh yes you will”
deadlocks. A much better response can be elicited when we use the
phrase “May I suggest that you…”
Not that: “I can’t believe they put you in this room!” or “They were
supposed to fix this problem last week!”
Say this: “I apologize for the inconvenience. Let’s see what we
can do for you now.”
The hotel engineering, maintenance, and housekeeping departments

are faced with the unique challenge that the majority of their guest
contact comes during circumstances where something has gone
wrong. It is important that they can express support of other
departments/divisions and avoid placing blame. A few words of
empathy and a simple and sincere apology can go a long way in
defusing emotionally intense guest encounters and turning things
back around for the rest of their day.
Not that: “Sure”

Say this: “You are most welcome.”
Similar to the phrase “No problem” this phrase is also used in

response to a guest’s statement of Thanks. When guests make
comments such as “Thank so much for your excellence help on this,”
instead of responding “Sure”, simply say “You’re most welcome” or “It
was our pleasure to assist.”
Not that: “Yes?”

Say this: “Hello, welcome! How can I assist you today?”
Similar to commonly used greeting statement at registration of

“Checkin’ in?”, the word “Yes” usually greeted with a raised eyebrow
and a nod. Much better to use a welcoming statement to greet the
guest, even if they are there just to ask question.
Not that: “Goodafternoonthanksfor callingCNSATHostelthisisjasper.

Say this: “Good afternoon, thanks for calling CNSAT Hostel, this
is Jasper.
Some frontline associates are use the right words, but they speak so
quickly and without any pauses that the greeting sounds like someone
talking with a mouth full of marbles. Speak at a moderate pace and
to use proper inflection, with energy.
Not that: “Yep” and “Uh-huh.”

Say this: “Yes,” “Absolutely.”
Use proper grammar and complete words and to avoid common slang
such as these.
Not that: “Your credit card was declined.”

Say this: “We were unable to get approval from your bank. Do
you have another method of payment?
When we say “Your credit card was declined” it sounds like we

personally have chosen not to accept it. With the second example, the
responsibility is moved to the card provider.
Not that: “All have left is our X suites.”

Say this: “Fortunately we still have our suites available.”
When hotels are sold out, it is typically either the highest rated
accommodations or the least desirable, such as those with limited

views. When all you have left is all you have left, never say it’s “it’s all
you have left!” If you do, it will make what’s left sound like leftover
dinner.
Instead present the remaining options in a positive way by saying

“Fortunately what we still have open for your dates are…” When
offering last-sell type rooms, first let remind them what is good about
the option such as “You’ll still have all the same amenities” or “You’ll
still be able to enjoy the hotel activities.”
Not that: “That special rate is not available.”

Say this: “That special rate is sold out.”
When we tell the a guest a rate is not available, it makes it sound like
the rate exists, but we are not giving it to you! Better to say “That
rate is sold out” and then to ask “Are your dates flexible? I’d be happy
to help find that rate for other dates.”
Not that: “We can’t guarantee that…”

Say this: “We can make a note of your request”
Sometimes hotels are not able to guarantee factors such as view,

location, or connecting rooms, although it does seem to be a positive
trend that hotels are increasingly moving towards “Confirming” these
request. Even if your operational constraints do not allow you to
guarantee such requests, it is much better to focus on the “can dos”
in a positive way.

Self Check 4.1-2
TEST I.
Modified True or False

Direction: Write T if the statement is true and replace the underlined
word/words if the statement is False
______________ 1. Speak at a fast pace and use proper inflection with

energy.
______________ 2. A few words of sympathy and a simple and sincere
apology can help in defusing emotionally intense
guest.
______________ 3. Use proper grammar and complete words and to
avoid common slang such as these.
______________ 4. It is much better to use a greeting statement to greet
the guest.
______________ 5. When all you have left is all you have left always say
it’s “it’s all you have left!”
TEST II. Choose the best answer and write the correct letter on the
space provided before each number.
______1. A 35 year old man was complaining about the broken faucet .
What would be the best response during these situations?
a. My gosh! This is a total mess.

b. They should have fixed this yesterday.
c. I can’t believe that they put you in this room!
d. Let’s see what we can do for you now.”
_______ 2. When your guest makes comments such as “Thank you for
your help”. The following are the appropriate response EXCEPT:
a. It is our pleasure.
b. You are most welcome.
c. No Problem. It’s our job to do it ma’am.
d. None of the above

______3. When a guest asks for a special rate , our response should
be:
a. That special rate is not available.

b. Come back next Saturday, it might be available.
c. The rate is sold out.
d. Both a and b.
______4. A couple was about to inquire on the front desk if there are
still vacant rooms and the frontline associate greeted them. What is
the appropriate greeting?
a. Yes? Are checking in?

b. Hello? What do you want?
c. Hey? Can I help you?
d. Hello, welcome! How can I assist you today?”
_______5. Sometimes hotels are not able to guarantee factors such as

view, location, or connecting rooms ,what would be the best
response ?
a. Sorry, we can’t do that right now.

b. We can’t guarantee that for you.
c. We can make a note for you.
d. Both b and c.

Answers Key 4.1-2
TEST I.
1. moderate
2. empathy
3. T
4. welcoming
5. never.
TEST II.
1. d
2. b
3. c
4. d
5. c

Grooming and Personal Hygiene
to; apply proper grooming and personal hygiene in accordance with the
standards.
PERSONAL GROOMING
What is Grooming?
It is the process of making yourself look neat and attractive. The
things which you do to make yourself and your appearance tidy and
pleasant.
Your appearance shows your professionalism, your level of sophistication,
your intelligence, your attitude, Assures Guests about Standards of Service.
Personal Grooming habits Grooming involves all the aspects of your body
Overall Cleanliness Hair, Nails, Teeth, Uniform, Make-up.
Personal Grooming Habits:

HAIR It is your crowning glory. Keep it at a length and style at which you
can maintain it. Wash your hair at least once a week.
Hair styles Males:

Not fall over the ears / eyebrows. Should be 02 inches above the back of the
collar. Apply Oil or Gel. This gives a professional look. Must Shave Daily.
Facial hair should be neatly trimmed (moustache, sideburns), beards are
not recommended
Hairstyles Females:
Hair pulled back from face. Hair should be tied into a bun. Apply Oil or
Gel. It gives a Professional Look should be well groomed with a neat
appearance at all times Hair pins should be plain and black
Professional Grooming at its Best
Nails:

Clip nails short, along their shape. A healthy body ensures healthy nails.
Brittle or discolored nails show up deficiencies or disease conditions.
Teeth:
Brush teeth twice a day and rinse well after every meal . Remember to rinse
your mouth after every meal. For those who smoke it is important you rinse
your mouth after every smoke and use a mouth freshener.
Uniform:
First impressions are made within the first 5 seconds of meeting someone
Uniform – Neat, clean and well ironed
Uniform Your Name Tags are also an important part of your uniform
Would you like to work with him?
Make-up:
Makeup should be natural looking. Nail polish and lip color should be light
red. Women: stay away from extremely dark, bright reds and fluorescent
colors. Hair color should not be more than one or two shades darker or
lighter than your natural hair color. Unnatural colors (burgundy, green, etc.)
must be avoided.
Accessories:
Males/Men should limit accessories / jewelry to 3 pieces Accessories
include watch, ring, handkerchief. A watch with black / brown strap should
be worn. Avoid bracelets, necklaces, and visible piercing
Women Jewelry should be keep minimal and conservative. Remove all facial
piercing except ear studs The 5 Piece Rule: Wear only 5 accessories – ear
studs count as 2; watch counts as 3, strapped watch as 4 and ring as 5
Shoes:
Males: Lace up conservative Oxford shoes are the most appropriate. Shoes
should be in good condition and polished. Socks should be black with no
designs. (Should be washed daily) Belts should be in good condition and
black with a 1 ½ inch simple buckle.
Females: Shoes should be pumps or sling backs, do not wear shoes with
open toes, open heel, or ankle straps. Shoes should be of good quality
leather. Shoe color should be black with black socks. Heels should be 1-2
inches; higher heels should be saved for after hours.
Let’s remember; A neat and clean uniform at all times. Hair neatly
tied up. No Bad breadth Clean and washed socks with polished shoes. Well
manicured hands and…….. Usage of a mild deodorant

What's right and what's wrong? Let’s list out the differences between an
impressive Hotel Professional and a non-impressive Hotel Professional
Self Check 4.3-1

Answers Key 4.3-1

LEARNING OUTCOME # 4 : CARE FOR GUEST PROPERTY
1. Luggage is unpacked, stored and packed neatly in accordance with
guest instructions
2. Guest clothes are appropriately prepared and presented, ready for
guest use
3. Shoes are correctly cleaned
4. Repairs are made or organized in accordance with establishment
procedures
5. Confidentiality regarding guest property and activities is maintained
in accordance with legal and ethical standards.
CONTENTS:
1. Procedure in unpacking, storing and packing of guest luggage in
accordance with guest instruction.
2. Procedure in pressing and presenting guest’s clothes ready for use
3. Identify cleaning materials and supplies appropriate for shoes based
on material of shoes.
4. Cleaning and preparing guest’s shoes in accordance with
establishment standards
5. Basic darning and mending for clothing and linen and repair of other
accessories.
6. Protocols for ensuring optimum privacy and confidentiality for all
guests.
CONDITION:
 Tools
Shoe brush
Cleaning rags
 Equipment
Luggage carrier
Flat iron
Steam pressers
Ironing board
Cabinets
 Materials/supplies
Cleaning agents

Needles and threads
Pen and paper
Guest folio
ASSESSMENT METHOD:
 Observation
 Interview

Learning Outcome 4: CARE FOR GUEST PROPERTY

1.Read information sheet Read Information Sheet. After
Procedure in Packing a Suitcase reading the learner is encourage to
key.
3. Perform Task Sheet 4.4-1 Evaluate your own work using the
How to pack a suitcase
activities
4. Read information sheet Read Information Sheet. After
How to polish a shoes reading the learner is encourage to
perform the job sheet

key 4.4-2
6.Perform Task Sheet 4.4-2 Evaluate your own work using the
activities
Basic mending and darning reading the learner is encourage to
clothes answer self check 4.4-3
key 4.4-3
9.Perform Task Sheet 4.4-3 Evaluate your own work using the
activities

Protocol ensuring guest privacy reading the learner is encourage to
and confidentiality answer self check 4.4-4
key 4.4-4

How to Pack or Unpack Guest Luggage
Learning Objectives: After reading the Information Sheet you must be able
to: follow the proper procedure in packing and unpacking guest luggage
How to Pack or Unpack Guest Luggage

Standard:
Butlers will provide Unpacking service upon arrival and Packing service
prior to departure to Guests.
Procedures:
Upon Guests arrival Butlers will offer to unpack their luggage. Mr.
Jones, Would you like me to unpack your luggage?”
Although most guests will not require this service, if the request is
made the Butler will provide an enthusiastic attitude to complete the
service.
The Butler will complete the service as earliest as possible depending

on the time concerns and situation, however do not rush and all
unpacking must be done properly as trained and meets the standard
of Hotel.
Record all request in the daily Guest Needs and Preferences log sheet
with accurate time, type of request, duration and time required to
complete.
Butlers must be knowledgeable with the steps of unpacking always-

taking personal care of Guests personal items. You are required to be
discreet and do not discuss subject of Guest personal items on other
associates.

Upon Guest checkout schedule contact Guest 2 hours before
departure or what deemed appropriate, and ask if they require
Packing Service.
“Mr. Jones, Would you require any assistance in packing your luggage?”
If Guest request packing, you will go to room and follow your training
in packing his/her luggage in a professional manner.
Log all requests in the Guest Preference sheet in order to ensure input
in the Guest History for future stays.
How To Pack A Suitcase

1. Gather your clothes
Gather all the garments you may need on your trip, then edit
down your choices so you don’t over pack—a common mistake.
Put back at least half of the items you think you need.
Tip: Pack double-duty garments, like yoga pants that moonlight

as pajamas. A sarong can double as a wrap.
Related: Basic Vacation Essentials Packing Checklist
2. Roll your clothes
Tightly roll softer, wrinkle-resistant garments, like T-shirts and
cotton pants, and place them along the base of the bag. Jeans
should be rolled, too.
3. Place folded items on top
Next, fold stiffer and/or wrinkle-prone garments like starched
cotton shirts and blazers. Layer these folded items over the rolled
clothes.
4. Drape longer pieces like pants and skirts
Fold longer items in half, filling the length of the bag with them,
alternating waists with hems at the ends.
Tip: Pick bulkier items to wear on the plane or in the car so they
don’t take up precious luggage space.
5. Add smaller items
Look for nooks and crannies to fill with smaller items, like bras
and socks.

Tip: Stuff the cups of your bras with rolled-up socks to maintain
bra shape.
6. Line suitcase with belts
Snake belts around the perimeter of the bag. Then cover the
whole pile with a dry-cleaning bag. Thanks to the bag’s slippery
surface, folded clothes won’t stay in one place long enough for
creases to set.
7. Choose shoes wisely
Pick three pairs of shoes, like a casual sandal or loafer, sneakers,
and an evening shoe –go for styles that can be dressed up or
down depending on the occasion. Wear the heaviest pair en route
and pack the others along the sides of your suitcase in reseal able
bags.
8. Pack your jewelry
Stow inexpensive jewelry in a seven-day plastic pillbox or a 35-
millimeter film canister. Wear any fine jewelry en route to ensure
it won’t get lost or stolen.

Self Check 4.4-1
How do you pack a suitcase?

Answers Key 4.4-1
Proper steps in packing suitcase

1. Gather your clothes
2. Roll your clothes
3. Place folded items on top
4. Drape longer pieces like pants and skirts
5. Add small items
6. Line suitcase with belts
7. Choose shoes wisely
8. Pack jewelries

Task Sheet 4.4-1
Title: How to Pack a suitcase
Performance Objective: Given a luggage, clothes and other accessories,
you should be able to stored/pack clothes and other accessories properly
Materials/Supplies: Clothes, shoes and other accessories, plastic bags,
tapes
Equipment: Luggage
Procedure:
 Gather your clothes
 Roll your clothes
 Place folded items on top
 Drape longer pieces like pants and skirts
 Add small items
 Line suitcase with belts
 Choose shoes wisely
 Pack jewelries
Assessment method: Demonstration

PERFORMANCE CRITERIA
TASK SHEET 4.4-1
Trainee’s Name: ______________________ Date: ________________

Criteria
Did you . . . Yes No
 Packed luggage according to guest
instructions?
Comments/Suggestions: ________________________________________

How to Polish a Shoes
Learning Objective: After reading the Information Sheet, you must be

able to; clean shoes correctly.
Gathering the Right Materials
1. Choose your polish. Shoe polishes are available in wax, cream and liquid
forms. Waxes and creams are heavier and will feed the leather and protect
the shoes from water damage. Liquid polishes are good for a quick and easy
shine. Shoe polishes are available in a variety of colors -- you can buy
specific shades to match the shoes you wish to polish, or you can buy a
neutral polish which will work on a variety of shoe colors
2. Decide whether to use a polishing brush or an old t-shirt. You have a
couple of options when it comes to applying your polish. Most people just
use an old cotton t-shirt or other soft rag, however it is also possible to get
specific polishing brushes with stiff, short bristles. These brushes are
included in most shoe polishing kits, which you may choose to invest in.
You will also need an old toothbrush or some q-tips to works the polish into
hard-to-reach areas.
3. Get your hands on a horsehair brush. A good horsehair shoe shining
brush is the one essential tool you need to properly polish your shoes. It has
longer, softer bristles than the polishing brush described above. It is used to
brush excess polish from the shoes and to really work the remaining polish
into the leather.
4. Find a soft, lint-free cloth. If you want to add a shiny finish to your
polished shoes, you will need to get your hands on a chamois, which is a
type of soft leather cloth. Alternatively, you can use any soft, lint-free cloth,
such as an old cotton t-shirt.
5. Cover your work space with newspaper. Polishing shoes is a messy job,
so protect your floor and furniture by laying down some old newspaper on
your work area. You could also use brown paper bags.[1]

How to polish your shoes:
1. Wash down shoes with a leather shampoo such as Lexol PH Cleaner or

Lincoln EZ Cleaner if needed. Let dry a few minutes. If you have laces in
the shoes you will probably want to remove them.
2. With an Applicator Brush or a soft cloth apply polish, Meltonian, Kiwi,

Lincoln or Tarrago Shoe Polish of a corresponding color. Neutral polish is
also available for use on any color shoes.
Let set up for about 3 minutes. This gives it time to setup and penetrate
the leather.
3. Brush with a 100% Horse Hair shine brush, using one brush for black
only and one for brown or colored shoes. The brush starts the polishing
process and removes excess polish from the shoe.
4. Next use a Shine Cloth in a brisk side to side motion with the shoe on
your foot or on a shine butler. You should have 2 cloths, one for Black
and one for Brown or other colors.
5. Apply Heel and Sole dressing to outside edges of soles and heels. Let
dry thoroughly. This puts a nice finishing touch on the shoe shine and
waterproofs the outside edges of the leather soles.
6. (Optional) Applying Premier Speed Shine will give your shoes an extra
brilliant shine and it is good for a quick shine between full shoe shines.
7. Storing your shoes with Cedar Shoe Trees allows the moisture to dry
while keeping their shape and preventing shrinkage. Shoe trees also keep
them smelling fresh and extends the life of the leather.

Step 1 Step 2 Step 3
Step 5 Step 6
Step 4
Shine Butler---Shoe
Caring for Ladies
Step 7 Shine Holder
Shoes
Tips
 Always polish new shoes as soon as you get them; even though they
may be new; it helps break the shoe in, while treating and protecting
it against future use.

 If you decide to use cloth, it’s a good idea to use a stiff tooth brush to
clean the welt, waist, quarter and heel of the shoe (including the sole).
 The key is not to put too much polish on the shoe, but build the
polish/shine up in thin layers; this is called the "fat-on-lean” process.
 After the shoes have partly dried, try using fine women's stockings to
even the polish. This will gives them additional shine.
 Buy only shoes that have an excellent shine in the store. This will let
you know that they’re capable of.
 For a smooth grain, don't buy pig skin shoes; pig skin looks thinner
and tends have a spotty, scaly appearance, especially away from the
polished toe of the shoe. Calf leather is more expensive, but it has an
even, deep-looking appearance and lasts longer.
 Unless you have patent-leather shoes, don't expect to be able to bring
even the finest shoe to a true mirror finish without many hours of
work. That being said, after that groundwork is carefully done, and if
you use shoe trees to prevent wrinkles on your leather, maintenance
of the shine on your shoes is relatively effortless.
 You can buy shoe shine kits at big-box stores consisting of a can of
black polish, a can of brown polish, a cloth, a buffing brush, and a
circle applicator brush.
 If you get a scratch on your shoes, you can try melting polish in it.
Heat the polish until it runs and pour a little to the scratch. Polish, let
dry, repeat. It is hard to get it to hold, but if somebody has a tip on
how to accomplish that, let others know. However, it is easily better
than a scratch.

Self Check 4.4-2
What is the proper procedure in cleaning shoes?

Answers Key 4.4-2
Procedure in cleaning shoes:

1. Prepare materials in cleaning
2. Wash shoes with leather shampoo, let it dry a few minutes. Remove
laces if any.
3. Apply shoe polish and let it dry for 3 minutes.
4. Brush with horse hair shine brush
5. Shine with clean cloth in circular direction
6. Apply heel and sole dressing to outside edges of sole and heels. Let it
dry
7. Apply speed shine
8. Store with cedar shoe trees

Task Sheet 4.4-2
Title: How to Clean A Shoes
Performance Objectives: Given the tools, supplies/materials you should be
able to clean shoes correctly.
Tools, Supplies/materials: Cleaning cloth, shoe polish, shoe brush,
leather shoes
Equipment: none
Procedure:
1. Prepare the materials for cleaning

2. Wash shoes with leather shampoo, let it dry a few minutes.
Remove laces if any.
3. Apply shoe polish and let it dry for 3 minutes.
4. Brush with horse hair shine brush
5. Shine with clean cloth in circular direction
6. Apply heel and sole dressing to outside edges of sole and heels.
Let it dry
7. Apply speed shine
8. Store with cedar shoe trees

TASK SHEET 4.4-2
Trainee’s Name: _______________________________ Date: _________________

Criteria
Did you . . . Yes No
 Clean shoes correctly in accordance with
standards?
Comments/Suggestions: _________________________________________

Basic Mending and Darning of Clothes
Learning Objectives: After reading the Information Sheet you must be able
to; know how to repair minor tears of linen, clothing and other accessories.
Mending
The mending of wearing-apparel and house-linen, though often an

ungrateful task, is yet a very necessary one, to which every female hand
ought to be carefully trained. How best to disguise and repair the wear and
tear of use or accident is quite as valuable an art, as that of making new
things.
Under the head of mending, we include the strengthening and replacing of
the worn and broken threads of a fabric, and fitting in of new stuff in the
place of that which is torn or damaged. The former is called darning, the
latter, patching.
Darning.—When only a few of the warp or woof threads are torn or missing,
a darn will repair the mischief, provided the surrounding parts be sound.
When the damage is more extensive, the piece must be cut out.
In some cases the warp of the stuff itself can be used for darning, otherwise
thread as much like the stuff as possible should be chosen.
Materials suitable for mending.—Coton à repriser D.M.C is used for most
kinds of darning. It can be had in 18 different sizes, from Nos. 8 to 100,
white and unbleached, and in all the colours of the D.M.C colour-card in
Nos. 12, 25 and 50.
It is but very slightly twisted and can be split or used double, if necessary,
according to the material. For all the coarser articles of house-linen,
unbleached cotton is the best, and for the finer white fabrics, Cotton surf in
D.M.C Nos. 110, 120 and 150. This cotton, which is not the least twisted,
and is to be had both white and unbleached, can be used, by subdividing it,
for darning the finest cambric.
Varieties of darning.—These are four, (1) Linen darning, (2) Damask
darning, (3) Satin or Twill darning, and (4) Invisible darning, called also,
Fine-drawing.
(1) Linen Darning .—All darns should be made on the wrong side of the
stuff, excepting , which it is sometimes better to make on the right side. The
longitudinal running, to form the warp, must be made first. The thread must
not be drawn tightly in running your stitches backwards and forwards, and

be careful to leave loops at each turning, to allow for the shrinking of the
thread in the washing, without its pulling the darn together.
Run your needle in, about one c/m. above the damaged part, take up one or
two threads of the stuff and miss the same number, working straight to a
thread; on reaching the hole, carry your cotton straight across it, take up
alternate threads beyond, and proceed as before. Continue the rows
backwards and forwards, taking up in each row, the threads left in the
preceding one. Turn the work round and do the same for the woof;
alternately taking up and leaving the warp threads, where the cotton crosses
the hole. The threads must lie so alone both ways, that the darn, when
completed, replaces the original web. The threads are only drawn so far
apart in the illustrations, for the sake of clearness.
When the material to be darned does not admit of a fleecy thread, such as
Coton à repriser D.M.C, one that as nearly as possible matches the material,
should be chosen from the D.M.C cottons.
Diagonal linen darning .—Darns are sometimes begun from the corner, so
as to form a diagonal web, but they are then much more visible than when
they are worked straight to a thread, and therefore not advisable.
(2) Satin or twill darning .—By twill darning, the damaged web of any
twilled or diagonal material can be restored. It would be impossible to
enumerate all the varieties of twilled stuffs, but the illustrations and
accompanying directions will enable the worker to imitate them all.
Begin, as in ordinary darning by running in the warp threads, then take up
one thread, and miss three. In every succeeding row, advance one thread in
the same direction. Or, miss one thread of the stuff and take up two, and as
before, advance, one thread in the same direction, every succeeding row.
The order in which threads should be missed and taken up, must depend on
the web which the darn is intended to imitate.
When the original is a coloured stuff, it is advisable to make a specimen
darn first, on a larger scale, so that you may be more sure of obtaining a
correct copy of the original web.
(3) Damask darning .—A damask darning begun in the same way as all
other darns are; the pattern is formed by the cross-running and will vary
with the number of warp threads taken up and missed, in each successive
running. The woven design which you are to copy with your needle must
therefore be carefully examined first.
(4) Darning, lost in the ground—A kind of darn used for repairing rents,
the edges of which fit exactly into one another. Neither the torn threads of
the material nor the rough edges must be cut off; the torn part is to be

tacked upon a piece of oil-cloth, wrong side uppermost, and the edges,
drawn together by a thread, run in backwards, and forwards, across them.
The stitches must be set as closely together as possible, and regularly
inverted, as in every other darn. A much finer thread relatively than that of
which the material is composed should, in all cases be used for darning. In
this instance also, for the sake of greater distinctness, the size of the thread
has been magnified in the illustration.
Fine drawing —The art of making invisible darns in cloth, though such a
useful one, is all but unknown. It is a tedious process and one which,
though easy enough to understand, requires great care in the execution.
Use as fine a needle as possible and thread it with hair, instead of silk, or
any other kind of fiber. Red and white hair is the strongest, and stronger
than the raveling’s of the stuff. Of course the hair has first to be carefully
cleansed from grease. Pare the edges of the rent, on the right sides, quite
clean and even, with a razor, so that both rent and stitches may be lost in
the hairy surface of the cloth. Scissors do not cut so closely, and are liable
moreover, to disturb the nap, and render the darn more visible. When this is
done, fit the edges exactly together, and overcast them. Then thread a
needle with a hair by the root, and slip it in, 2 or 3 m/m. from the one edge
and back again pointed towards you, through the other, so that, neither
needle nor hair, are visible on either side. The stitches should be set slightly
slanting and must be quite lost in the thickness of the cloth. The needle
must always be put in, exactly at the place where it came out, and the hair
not be too tightly drawn.
When the darn is finished, lay the article on a bare table, or ironing-board,
cover it with a damp cloth, and iron it. The sharpest eye will fail to detect a
rent, when carefully darned in this manner.
Patching.—As we have already said, when the defective part is past darning,
it must be cut out, and a new piece of stuff inserted in its place. If the
garment be no longer new, it should be patched with a slighter material
than that of which it was originally made. The patch should be of the same
shape, and cut the same way of the stuff, as the piece it is to replace, it
should also be, just so much larger, as to allow for the turnings in, and can
either be top-sewn, or else, run and felled in.
Back-stitching and felling in a patch —Tack in the new piece, so that its
edges over-lap the edges of the hole. The back-stitching must be done on the
article itself, as this renders it easier to do the corners neatly. The hem is
turned down on to the patch. Make a little snip at the corners with your
scissors to prevent puckering. The back-stitching should form a right angle
at each corner.

Top-sewing in a patch —To do this, the edges of the hole and of the patch,
must first be turned in, and either overcast or hemmed, to prevent their
fraying, after which, sew the two edges together. The raw edges may also be
turned in with herring-boning putting the needle, only through one layer of
stuff.
Drawing in a patch —Take a square piece of the original stuff, 5 or 6 c/m.
larger each way, than the hole it is to fill, draw out threads on all the four
sides, till the piece exactly matches the hole, and tack it into its place.
Thread a very fine needle with the two ends of a thread of silk or Fil d'Alsace
D.M.C No. 700, run it in at the corner of the stuff, and draw it out, leaving a
loop behind. Into this loop, slip the first of the threads, which as it were,
form a fringe to the patch, and tighten the loop round it, and so on with
each thread, alternately taking up and leaving threads in the stuff, as in
ordinary darning.
To put a patch into a thin material, in this manner, you must darn in the
threads, a good long way, into the material, in order that the double layer of
threads may be less visible.

Self Check 4.4-3
Direction: Answer the following questions correctly.
1. The defective part must be cut out and a new piece of stuff inserted
in its place of the same shape to replace damage part.
2. These will repair when only few of the warp or woof threads are torn
or missing.
3. An ordinary darning by running in the warp threads, then take up

another thread, and miss three. When the original is coloured stuff, it
is adviseable to darn first on a larger scale so that you maybe more
sure of obtaining a correct copy of the original web.
4. Darning that the pattern is formed by the cross-running and will vary
with the number of warp threads taken up and missed, in each
successive running.
5. This include the strengthening and replacing of the worn and broken
threads of a fabric and fitting in of new stuff in the place of that
which is torn or damaged.

Answers Key 4.4-3
1. Patching
2. Darning
3. Satin or twill darning
4. Damask darning
5. Mending

Protocol Ensuring Guest Privacy and Confidentiality
Learning Objectives: After reading the Information Sheet you should be

able to; know how to maintain guest confidentiality of their private
information and ensure guest privacy
Privacy and Confidentiality
Respect for persons – Individuals should be treated as autonomous agents

able to exercise their autonomy to the fullest extent possible, including the
right to privacy and the right to have private information remain
confidential.
Beneficence – Maintaining privacy and confidentiality helps to protect

participants from potential harms including psychological harm such as
embarrassment or distress; social harms such as loss of employment or
damage to one‘s financial standing; and criminal or civil liability.
Maintaining privacy and confidentiality helps to protect participants from

potential harms including psychological harm such as embarrassment or
distress; social harms such as loss of employment or damage to one‘s
financial standing; and criminal or civil liability. Especially in
social/behavioral research the primary risk to subjects is often an invasion
of privacy or a breach of confidentiality.
What is Privacy?
Privacy is the control over the extent, timing, and circumstances of sharing
oneself (physically, behaviorally, or intellectually) with others. For example,
persons may not want to be seen entering a place that might stigmatize
them, such as a pregnancy counseling center clearly identified by signs on
the front of the building. The evaluation of privacy also involves
consideration of how the researcher accesses information from or about
potential participants (e.g., recruitment process).
Privacy is...

 About people
 A sense of being in control of access that others have to ourselves
 A right to be protected
 Is in the eye of the participant, not the researcher or the IRB
What is Confidentiality?
Confidentiality pertains to the treatment of information that an

individual has disclosed in a relationship of trust and with the expectation
that it will not be divulged to others without permission in ways that are
inconsistent with the understanding of the original disclosure.
During the informed consent process, if applicable, subjects must be

informed of the precautions that will be taken to protect the confidentiality
of the data and be informed of the parties who will or may have access (e.g.,
research team, FDA, OHRP). This will allow subjects to decide about the
adequacy of the protections and the acceptability of the possible release of
private information to the interested parties.
Confidentiality...
 Is about identifiable data

 Is an extension of privacy
 Is an agreement about maintenance and who has access to identifiable
data
 In regards to HIPAA, protects patients from inappropriate disclosures of
"Protected Health Information" (PHI)
Privacy is about people. Confidentiality is about data.
Issues Related to Privacy
In regards to privacy, the following issues should be considered and

addressed in the protocol narrative as needed:
 The proposed subject population?

 What are the cultural norms of the proposed subject population? Some
cultures are more private than others.

 What are the ages of the proposed subject population? There may be age
differences in privacy preferences (e.g., teenagers less forthcoming than
older adults)
 The proposed recruitment methods: How are potential participants
identified and contacted?
Acceptable methods:
 advertisements, notices, and/or media
 Send introduction letter to colleagues to distribute to eligible individuals –
interested individuals contact researcher
 Primary care staff contact those patients that qualify to determine interest
Unacceptable methods:
 search through medical records for qualified subjects or existing database
(e.g., registry); then have a researcher with no previous contact with
potential subject recruit; this method violates the individuals' privacy
 recruit subjects immediately prior to sensitive or invasive procedure (e.g.,
in pre-op room)
 retain sensitive information obtained at screening without the consent of
those who either failed to qualify or refused to participate for possible
future studies participation
 Sensitivity of the information being collected – the greater the sensitivity,
the greater the need for privacy
 Method of data collection (focus group, individual interview, covert
observation)
 Will subjects feel comfortable providing the information in this manner?
 If passively observing the subject; could the individual have an expectation
of privacy (e.g., chat room for breast cancer patients)?
 Will the researcher collect information about a third party individual that
is consider private (e.g., mental illness, substance abuse in family)? If yes,
informed consent should be obtained from third party?
 Privacy is in the eye of the participant, not the researcher or the IRB
Maintaining Confidentiality
Protocols should be designed to minimize the need to collect and maintain

identifiable information about research subjects. If possible, data should be
collected anonymously or the identifiers should be removed and destroyed
as soon as possible and access to research data should be based on a “need
to know” and "minimum necessary" standard.

Self check 4.4-
Explain and differentiate the meaning of privacy and confidentiality of

the guest

Answers Key 4.4-4
Privacy is the control over the extent, timing, and circumstances of sharing
oneself (physically, behaviorally, or intellectually) with others.
Privacy is..
 About people
 A sense of being in control of access that others have to ourselves
 A right to be protected
Confidentiality pertains to the treatment of information that an

individual has disclosed in a relationship of trust and with the expectation
that it will not be divulged to others without permission in ways that are
inconsistent with the understanding of the original disclosure.
Confidentiality is...
 about identifiable data

 an extension of privacy
 an agreement about maintenance and who has access to identifiable data
Privacy is about people. Confidentiality is about data.

EVIDENCE PLAN/EVALUATION PLAN
TRAINEES NAME
FACILATATOR’S NAME
QUALIFICATION HOUSEKEEPING NC II
UNIT OF COMPETENCY PROVIDE VALET/BUTLER SERVICE
COVERED
Demonstration
Ways in which evidence will be collected:
[tick the column]
Witten Test
Interview
with Oral
The evidence must show that the candidate……
1. Identify services required or preferred by guests in x
accordance with establishment procedures.
2. Establishes rapport and goodwill with guests through x x
oral/written communication.
3. Coordinate with rooms keeping supervisor for the
delivery of processed items in accordance with x
establishment Standard Operating Procedures.
4. Coordinate with Front Office/Housekeeping in x
accordance with Standard Operating Procedures.
5. Inform laundry office of his whereabouts in case of x
need for his service.
6. Coordinate with sorter/marker about special x
instructions of guest
7. Checking laundry items for damages and inform guest x
immediately if there are.
8. Rapport is established and feeling of goodwill are
enhanced between the guest and the establishment x x
through oral and written communication.
9. Information about individual guest is accessed and x
utilized to provide personalized and quality service.

10. Valet grooming and communication standards are
x x
followed in accordance with establishment standards.
11. Luggage is unpacked, stored and packed neatly in
accordance with guest instructions. x x
12. Guest clothes are appropriately prepared and

x
presented, ready for guest use.
13. Shoes are correctly cleaned. x x
14. Repairs are made or organized in accordance with x

15. Confidentiality regarding guest property and activities
is maintained in accordance with legal and ethical x
standards.
NOTE: *Critical aspects of competency

Rating Sheet for Demonstration with Oral Questioning
Candidates Name:
Instructor Name:
Unit of Competency: Provide Valet/Butler Service
Qualification: NC II
Date of Assessment
Time of Assessment
Instruction for Demonstration:
The equipment, supplies and materials needed are provided. The
candidate must be able to perform housekeeping
Observation Checklist Check (/) to show if

evidence is demonstrated
During the demonstration of skills, the candidate: YES NO N/A
1. Identify services required or preferred by guests
in accordance with establishment procedures.
2. Establishes rapport and goodwill with guests
through oral/written communication.
3. Coordinate with rooms keeping supervisor for
the delivery of processed items in accordance with
establishment Standard Operating Procedures.
4. Coordinate with Front Office/Housekeeping in
accordance with Standard Operating Procedures.
5. Inform laundry office of his whereabouts in
case of need for his service.
6. Coordinate with sorter/marker about special
instructions of guest
7. Checking laundry items for damages and
inform guest immediately if there are.
8. Rapport is established and feeling of goodwill
are enhanced between the guest and the
establishment through oral and written

communication.
9. Information about individual guest is accessed
and utilized to provide personalized and quality
service.
10. Valet grooming and communication standards
are followed in accordance with establishment
standards.
11. Luggage is unpacked, stored and packed
neatly in accordance with guest instructions.
12. Guest clothes are appropriately prepared and
presented, ready for guest use.
13. Shoes are correctly cleaned.
14. Repairs are made or organized in accordance
with establishment procedures.
15. Confidentiality regarding guest property and
activities is maintained in accordance with legal
and ethical standards.

Oral Questioning
Questions: Satisfactory
Response
The candidate should answer the following YES NO
questions:
1. What is the difference in grooming and
communication standards between a butler and
room attendant?
2. Is it necessary to know different languages?
3. What is the best procedure in unpacking and

packing of guest’s property?
4. How will you clean shoes with beds and

accessories?
5. How can you establish rapport during your first

meeting with the guest?
The candidate underpinning knowledge was:
Satisfactory Not Satisfactory
Feedback to candidate:
Candidate’s name: Date:

Instructor’s Name: Date:


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COMPETENCY BASED LEARNING MATERIAL

HOUSEKEEPING NC II May 2014 Document No.

HOUSEKEEPING NC II May 2014 Document No.

HOUSEKEEPING NC II May 2014 Document No.

NO. Unit of Competencies Module Title Code

HOUSEKEEPING NC II May 2014 Document No.

HOUSEKEEPING NC II May 2014 Document No.

HOUSEKEEPING NC II May 2014 Document No.

HOUSEKEEPING NC II May 2014 Document No.

6. Answer Self Check 4.1-3 Compare the answers to the answer

9. Answer self check 4.1-4 Compare the answers to the answer

Information Sheet 4.1-1

HOUSEKEEPING NC II May 2014 Document No.

DUTIES AND RESPONSIBILITIES OF A BUTLER

A butler will demonstrate competency of:

HOUSEKEEPING NC II May 2014 Document No.

Housekeeping skills of a butler includes:

 Knowledge of housekeeping terminology

HOUSEKEEPING NC II May 2014 Document No.

Identify the different functions of a butler:

HOUSEKEEPING NC II May 2014 Document No.

HOUSEKEEPING NC II May 2014 Document No.

Guest Rapport through Oral and Written Communication

HOUSEKEEPING NC II May 2014 Document No.

HOUSEKEEPING NC II May 2014 Document No.

Helpful Rapport Building Behaviours

HOUSEKEEPING NC II May 2014 Document No.

Direction: True or False. Write true if the statement is correct and

HOUSEKEEPING NC II May 2014 Document No.

HOUSEKEEPING NC II May 2014 Document No.

Learning Objectives: After reading the INFORMATION SHEET, you

Sequence of Guest Laundry Services

HOUSEKEEPING NC II May 2014 Document No.

NAME OF GUEST: Diana M. Torres_________________________

Your comments: ____________________________________________________

HOUSEKEEPING NC II May 2014 Document No.

6. If the item is fit for other forms of processing, it is endorsed to other

9. If the guest is on cash basis, laundry clerk prepares a voucher to be

HOUSEKEEPING NC II May 2014 Document No.

If the guest he is not around, the housekeeping supervisor

Undelivered items are brought back to the laundry area to be redelivered

CNSAT MINI HOSTEL

(Partial List of Items only) Voucher No. ____________

Name of Guest: Mr. Room No.: ______ Date/Time: ______________

HOUSEKEEPING NC II May 2014 Document No.

Picking-Up of guest Laundry

HOUSEKEEPING NC II May 2014 Document No.

Segregation and Tagging of Laundry

Steps Procedures Purpose

HOUSEKEEPING NC II May 2014 Document No.

5. Endorse items for Items for dry-cleaning

HOUSEKEEPING NC II May 2014 Document No.

Direction: Answer the following briefly.

1. What is the proper procedure in picking up the laundry?

HOUSEKEEPING NC II May 2014 Document No.

1. Picking-Up of guest Laundry

HOUSEKEEPING NC II May 2014 Document No.

Assessment Method: Demonstration

Name of Guest: Mr. Room No.: Date/Time: ________

Trainer: _________________ Date: _

Trainer: _________________ Date: _

Trainee’ Name: ____________ Date: _

Trainer: Date: __

Trainee’ Name: ____________ Date: _

Trainer: ____________ Date: _