BUTLER SERVICE

1. How can you establish rapport to guest? What is rapport?

Follow these six steps to build rapport:

1. Check your appearance.

2. Remember the basics of good communication.

3. Find common ground.

4. Create shared experiences.

5. Be empathic.

6. Mirror and match mannerisms and speech appropriately.

Rapport-a close and harmonious relationship in which the people or groups concerned understand each
other's feelings or ideas and communicate well.

2. How can you access guest record personalized to provide quality valet service?

-Read/refer to internal guest history

-Talk to guest or their representative

-talk to venue staff who have served the guest

-read documentation from guest – reservation details and special instructions

3. What is the proper way to be a well-groomed valet? Why?

Staying Kempt on a Daily Basis

Take a shower every day.

Use deodorant

Brush your teeth

Shave or groom your hair

Carry the essentials

Style hair for guys

Dressing the part

Carry your look

No matter what, you must maintain proper hygiene: shower daily (wash your hair a few times per
week), wear clean clothes and deodorant, maintain good oral hygiene, and make sure your breath is
always fresh. For men, well-groomed facial hair is important. Honestly though, manners and social skills
are equally important for a job as a butler or valet.

4. Give at least 5 characteristics of a valet?

• Tact and diplomacy

• Etiquette

• Civility

• Manners

5. How will you present guest the appropriate clothes for a meeting with the other diplomat?

6. What is the proper procedure of cleaning shoes? At least 3 types of shoes?

➢ Leather - Step 1: Remove the laces.

Step 2: Clean loose dirt and debris.

Step 3: Apply soap.

Step 4: Wipe off soap.

Step 5: Condition leather.

Step 6: Dry

➢ Lace/gamosa- Remove the laces from the shoes

Brush any loose dirt or grime from the laces with your hands or a scrub brush.

Make a solution of 3 tablespoons (44.4 ml) of bleach to 1 gallon (3.8 L) of water in a sink or basin

Place the laces into a small mesh laundry bag and soak in the cleaning solution for several minutes.

Hang the laces over a sink or towel and allow them to air dry.

Relace your shoes.

➢ Rubber - Remove any caked-on dirt. I

Use a dry brush to remove loose dirt.

Mix one-part baking soda and one-part laundry detergent.

Scrub the rubber with your cleaning solution.

Dry the shoe completely.

Use a different sponge or cloth to thoroughly rinse the rubber

7. How can you assist the guest of the repair of her detached buttons?

8. How can you assure the guest of confidentiality of transaction?

Control access. ...

Use confidential waste bins and shredders. ...

Lockable document storage cabinets. ...

Secure delivery of confidential documents. ...

Employee training.

9. How can you handle the guest request for safe keeping of valuables?

10. What is the importance of the effective communication of butler service?

Excellent communication skills are important because communicating in this way shows customers that
you understand what they actually mean instead of what they are simply saying.

11. What is the generic name of ethanol?

Alcohol
12. What are the signs and symptoms of alcohol intoxication?

- intoxication is an observed state, with early signs including impaired judgement, loss of self-control and
inhibitions. ... Possible signs of intoxication include stumbling, poor hand-eye coordination, changes in
speech and nausea.

- Being clumsy

- Loss of coordination

- Knocking things over

13. What are the appropriate ways in asking intoxicated patrons to leave the premises? Give at least 3
examples

- Final warning

- Notifying friends

- Arrange assistance

14. What are the 3 types of assistance that can be given to intoxicated persons?

• Offer food
• Offer water

• Offering low alcoholic beverages

PROVIDE HOUSEKEEPING TO GUEST

1. The guest request for an arrangement to his flight to the next tourist spot of the country? Who you
should refer?

2. How will you perform when making up the rom when there is a guest inside?

3. Between check out room and make up room? Whom you should do first?

4. What is alcohol intoxication? Elaborate.

- Alcohol intoxication, also known as drunkenness or alcohol poisoning, is the negative behavior and
physical effects due to the recent drinking of ethanol (alcohol). Symptoms at lower doses may include
mild sedation and poor coordination. ... Alcohol intoxication typically begins after two or more alcoholic
drinks.

5. What you are going to do if you noticed your guest is showing signs of alcohol intoxication?

- How to Handle Intoxicated Guests

Stay calm.

Don't argue with the intoxicated guest.

Don't embarrass the guest, especially in front of other people.

Invite the problem guest to an area away from other guests, where you can talk.

Deal with the situation in a calm, friendly way. ...

Listen and empathize with your guest.

Prevention Strategies

• Slow down service. Try to casually avoid the customer's table and delay ordering and serving drinks.

• Suggest food. Eating slows down the absorption of alcohol into the body. ...

• Suggest nonalcoholic drinks. ...

• Get the customer's group to back you.

6. Discuss the proper loading of housekeeping trolley? Explain why?

-Linens and Towels

Paper products

Cleaning supplies

Bath products

Amenities

7. Discuss the difference between servicing a room and making up the room? -Definition of 'service a
room'

If you service a room, you clean it and change the towels and bed linen in it. Housekeeping are still
cleaning and servicing the rooms at the moment. We had to service our own rooms and stock our own
minibar.

Making up the room- to prepare a bed for use; to create a temporary bed We made up the bed in the
guest room. They made up a bed for me on the sofa. to clean a hotel room and make the bed The maid
asked if she could make up the room. They had forgotten to make up the room.

8. Explain the safety measures of making up the bed?

9. Will you identify the material used for the flooring and walls?

Tile Flooring - It is the most popular type of flooring nowadays. The tiles are mostly coloured and glazed.
Wood Flooring - Wood flooring is a very old type of floor, but it has never been outdated. Linoleum
Flooring - It is made of linseed oil, wood or cork powder, and ground stone.

Materials used in wall construction include brick, stone, concrete, and clay blocks, cast-in-place
concrete, rammed earth, sods, lumber sleepers, steel sheets, gabions, and earth-filled structures.

Discuss properly the cleaning materials.

The best way to wash walls painted with latex paint is to use warm water and a nonabrasive all-purpose
cleaner. Dip a clean sponge in the water, then wring it dry. Gently rub the wall. Pay special attention to
areas that get touched often—such as around doorknobs and light switches.

10. How do you maintain housekeeping equipment like vacuum cleaner?

Tips on Properly Maintaining a Vacuum Cleaner

1. Empty the Dirt Bags Consistently. To start off with, make sure that the bags that collect the dirt are
cleaned out on a regular basis. ...

2. Remove All Dirt and Dust. ...

3. Clean and Replace the Filters Regularly. ...

4. Check Vacuum Cleaner Brush. ...

5. Clean the Vacuum Hose. ...

6. Inspect the Belt.

11. Discuss the task of turn down service?

Turndown the bed:

1. Enter the room, empty dustbin and ashtrays.

2. Remove the bedcover, fold it and place in the luggage rack drawer.

3. Remove pillow from luggage rack and place it on the head of the bed.

4. Make 90 angles with the second sheet.

5. Quilt and third sheet.

6. Spread the foot mat on the side of the bed.

12. Steps in alcohol intoxication?

Six Stages Of Alcohol Intoxication

• Euphoria. Difficulty concentrating. Talkative. Lowered inhibitions. ...

• Excitement. Senses are dulled. Poor coordination. Drowsy. ...

• Confusion. Exaggerated emotions. Difficulty walking. Blurred vision. ...

• Stupor. Cannot stand or walk. Vomiting. ...

• Coma. Unconscious. Low body temperature. ...

• Death. Death as a result of respiratory arrest.

13. 5 signs of alcohol intoxication?

frequency of drinking.

• Speech. Incoherent, rambling and slurring.

• Behaviour. Rude, offensive, overly friendly, annoying, confused, aggressive, violent and inappropriate.

• Balance. Unsteady on feet, staggering and swaying.

• Coordination.
PUBLIC AREAS

1. What is PPE and why is it necessary during cleaning public areas?

PPE stands for personal protective equipment. PPE means any device or appliance designed to be worn
or held by an individual for protection against one or more health and safety hazards.

The Importance of Personal Protective Equipment. ... PPE is equipment that will protect workers against
health or safety risks on the job. The purpose is to reduce employee exposure to hazards when
engineering and administrative controls are not feasible or effective to reduce these risks to acceptable
levels.

2. Discuss the complete procedure of using floor polisher? And carpet shampoo machine?

How to Use a Floor Polisher

Lock the handle in an upright position, then lay the polisher back on a hard surface.

Install the brush and reposition the machine upright. ...

Lower the handle to your waist and lock it in place. ...

Start polishing the floor at the back wall and move backward toward the center of the room.

What is the use of floor polisher?

The machines use rotary brushes with soft material to clean and make the floor shine. For marble and
wood floors, floor polishers may be used to apply protective coating to floor. It is also known as a floor
burnisher if it is a high speed floor buffer with a pad that rotates at over 1000 RPM.

3. Identify 6 cleaning equipment’s, chemicals and its uses?

4. How can you reduce accident for you colleagues and guest?

5. Discuss the proper care of cleaning equipment’s and chemical? Why?

6. During cleaning you smell a gas leakage and a water leakage?which one you will prioritize?

7. How do you manage hotel waste and garbage?

8. How will you handle intoxicated guest pull your arms towards the room?

9. How will you handle who arrive the hotel with signs of intoxication?

LAUNDRY

1. What is the standard procedure for laundry?

2. What is the proper way of ironing?

3. What will be you basis for the choice of method of laundry to be used?

4. Why it is necessary to conduct post laundry activity?

5. How will you bill and deliver guest laundry?

6. What is the proper way in using washing machine?

7. How will you do the post cleaning activity?explain why?

8. How do you care for laundry equipments and supplies?

9. How to prepare /fill up a comprehensive laundry report and billing of laundry services?

10. Three tips in dealing intoxicated person?

11. Why is it important to record incident involving intoxication?