UNIT OF COMPETENCY 3:

PROVIDE VALET/BUTLER
SERVICE
Element 1:

Display professional
valet standards
 Objectives:
1.Describe grooming and personal
presentation standards for a valet.
2. Identify and explain the role of
communication in valet service.
The job of the valet

A valet sometimes also known as a

"butler", is employed by a hotel to
provide a personalized and specialist
service to guests for the duration of
their stay.
They add a degree of service, class
and style, many people associate
with indulgence and opulence.
Valet services are not common.
Certainly not all establishments
provide valet service and the
position may not exist in some
countries.
Valet responsibilities include greeting guests,
unloading luggage and parking cars on behalf
of our guest. Ultimately, you will work in a
small team to help unload luggage, answer guest
questions, and park and retrieve vehicles for our
guests.
 Personal characteristics required of a
valet
 Discretion- this means demonstrating the ability to judge
when to ignore something the guest may have said or done.
 Etiquette- refers to knowledge about social convention
across a range of issues such as:
• The correct piece of cutlery to use when setting a table for
a meal.
• Action to take to make others feel at ease.
Etiquette can be described as good manners. It is the set of
customary rules for behavior in polite society.
 Good manners- good manners and etiquette go together but
they are not the same thing.
Manners relates to:
• Showing respect for others
• Demonstrating politeness
• Being refined and appropriate in all situations.
In practice it means:
• Knowing when to talk and when to be quite
• Giving way to guest
• Remaining a respectful distance from guest in terms of physical
distance and personal connection.
 Politeness- it is closely aligned with showing respect, making
people feel at ease and creating an appropriate and refined
atmosphere for the guest and their associates.
 Honesty
 Dedication
 Willingness to be of genuine service- demonstrating willingness
to be of genuine service means not only doing the right thing but
doing it with the right attitude.
 Punctuality
 Attention to detail- the fact of life for a valet is the little things do
count and it is often the little things that make the big difference
for a guest.
Definitely for a valet, "near enough is never good enough".
 Initiative- perhaps the greatest personal characteristic a valet can
have is the ability to use their initiative to best serve their guests.
Initiative requires you to anticipate what the guest will may need and
take action to ensure these needs are met.
 Why is good communication
important?
Good communication between valets and guests is important
to:
• Meet guest expectations- regarding service delivery
• Identify guests needs, wants and preferences- so they can
best be addressed.
• Assist the guest- in whatever ways they may want.
• Create the desired atmosphere- of service, dignity and
exclusivity.
• Facilitate all relationships between the guest and the
venue- and enhance rapport, trust and goodwill.
 THE ROLE OF COMMUNICATION IN
VALET SERVICE PROVISION
Building trust and confidence with guest-
You can optimize the development of trust and confidence between
you and the guest by:
 Being aware of the needs of the guests before they arrive- this
means reading reservation or "Special request" details commonly
provided by or for VIP guests prior to their arrival.
 Having extremely high levels of product knowledge about:
 All the products, services and facilities of the venue
 All venue policies and procedures
 The local area- amenities, infrastructure, shopping, dining, industry,
authorities, travel and transport, features and tourist attractions.
 Making sure beyond all doubt everything told, explained
or discussed with the guest is true, up-to-date and
accurate.
 Being proactive- a valet must demonstrate initiative to
prove they are thinking and acting on the guest's behalf
and to their advantage and benefit.
 Always ensuring any promises are kept- when and as
promised.
 The guest will always judge a valet by their actions rather
than their words.
You must always “walk the talk”
 Not interfering- the role of the valet is to serve and not to
direct. Valets must cultivate the capacity to allow their
guests to be who they want and to do what they want to
 Rapport and goodwill
Good communication also enhances the relationship between the
valet and their guest which must be characterized by agreement
and harmony. This is called the rapport and goodwill is a generic
term referring to intangible elements of the relationship.
Goodwill and rapport comprise:
• Friendliness towards the guest
• Approval of the guest and who they are and what they do
• Willingness to help and be of service
• Adding value to transactions and dealings by virtue of the
human level of contact and the personal feelings involved.
• Interest in the guest and what they have done, are doing and
are going to do.
 Communication standards
The following are important standards relating to
communication between valets and guest:
 Listen- always be alert to:
 What the guest is saying
 What others around the guests are saying
 Questions asked by the guest
 Observe- constantly monitor:
 What the guest is doing- or appears about to do
 The activities of others in the company of the guest
 The performance of equipment- such as lights and
appliances
 Valet must never communicate hotel secrets to their
guests, nor communicate guest secrets to others. All
information received from the guest must be treated as
confidential.
Guest who use valets often bring public relations people
and other staff (security, personal assistants and cooks)
with them for the duration of their stay meaning valets:
 Sometimes need to speak to the guest's personal staff
to access information about the guest, determine their
preferences or identify their requirements.
 Must keep information provide by these people
confidential- this information must be treated as
coming directly from the guest.
 Principles of Communication
To help you achieve effective communication with a guest the
following rules apply:
 Every message must have a purpose- if there is no need to say, do
not speak. Always think before talking and plan what you are
going to say and how you are going to say it.
 Messages should match the interests and abilities of the guest-
conversation should focus on the guest.
 Unnecessary words should be eliminated- conversation between
the valet and the guest should be limited in nature.
Speaking calmly is recommended. Speaking at a slightly slower speed
than normal is also regarded as useful and helps to create a more
considered and gracious ambience.
 Clarifying Guest Requirements
It is important for valets to make sure they do exactly what the
guest wants, needs or prefer:
At other times the guest will ask for something without
providing all the necessary detail to allow you to fully
determine what is required. In these situations:
 Thank the guest for their instructions and ask them follow-
up questions to obtain the detail needed.
 Use common sense to meet requirements- to the best of
your knowledge and ability in keeping with:
 Standard house protocols
 Previous service delivery provided to this guest or other
guest who have used valet service.
Grooming and Personal
Presentation Standards of a Valet
The need for high standards of grooming and
personal presentation
A valets presentation will have a lasting impression on
the guest and it is important this impression be of the
highest standard at all times.
How you stand and move reflects on the image of your
personal presentation. Be aware of your posture, body
language and the speed of your movement. Dignity is a
good word to bear in mind. A valet should carry
themselves and discharge their duties with dignity.
 Wearing of uniform
The correct wearing of the venue uniform is a key to personal
presentation.
While venues provide and launder uniforms you must ensure:
 It fits properly- so it looks good, enables freedom of movement
and is comfortable to wear.
 It is kept clean
Uniforms must always be:
 Pressed- meaning it must be free of wrinkles and look cared
for.
 Stain-free - free of marks, dirt and other mess.
 It remains in good repair- there can be no loose threads, and no
missing buttons.
 Wearing the full uniform
Every venue will identify the full uniform for a valet, and all
valets must wear the full uniform as determined by their
employer.
The requirements of the employer may refer to:
 Type and style of shoes to be worn- such as black, polished
leather shoes.
 Whether or not a name tag is worn- most valets do not wear a
name tag as this is seen as detracting from or demeaning the
position of valet.
 The uniform itself- for example, many valets are required to
wear a designated style ( lounge or dinner suit) and colour
(black or gray) of suit as opposed to wearing traditional
industry black and white.
 Epaulettes- where a jacket is worn
by a valet they commonly wear a
different colour or style of
epaulette to distinguish them from
other service staff.
 Tie- stipulating colour and type of
knot to be used.
 Ensuring Personal Hygiene
Standard grooming activities to be considered or applied may
include:
Regular washing- a minimum is once per day but many valets will
bathe twice daily.
Use of a suitable deodorant- to help prevent perspiration
Use of lightly scented aftershave or perfume- strong perfume
which is predominant or over powering must be avoided.
Makeup must be kept neutral for women- no excessive
eyeshadow, no dramatic colours for lips or eyes.
Good personal hygiene habits and practices- cuts and sores
must be kept covered with a clean dressing, use of handkerchief,
no coughing or sneezing near guest or food.
Men must be clean shaven- or have whiskers neatly
trimmed. Many valets need to shave twice per day to
maintain a suitable appearance.
Hair neat and tidy- brushed, combed and tied back.
Regular hair cuts should be had to help maintain style
and suitable appearance.
Hands and nails must be clean and well cared for
all times- women should wear only neutral polish
avoiding colours and nail decorations. Men and
women must have properly manicured nails.
Regular attention to teeth- meaning regular brushing
of teeth and dental checks to help avoid bad breath.
Many valets are non-smokers as they
believe smokers breath can never be
effectively addressed by brushing or
taking mints.
Sufficient rest- it is imperative for a valet
to be alert and awake.
Exercise- this helps avoid stress ,
increases the chance of proper rest and
contributes to a feeling of general well-
being which is reflects in all the actions
undertaken.
 Ensuring Suitable Personal
Presentation
To ensure proper personal presentation:
 Always check your appearance in a full length mirror- before
starting work or resuming work as a valet.
 Maintain good posture- valet should walk and function with
head up and shoulders back indicating pride in their role and
presenting a suitable 'air' expected by guests
 Guests expect valets to have a certain 'bearing 'and it can never
be achieved if they walk with their head down shoulders
hunched. The posture must convey a feeling of style and class.
 Only wear basic jewelry- nothing ostentatious should be worn.
The valet should never outshine the guest.
 A Valet's Kit
This kit is used to:
 Maintain their own personal appearance.
 Assist guest with any needs they may have.
Contents of the valet kit is very much an
individual concern and the items will grow as
experience dictates. Possible items includes:
Small scissors or clippers Tweezers

Hair brush and comb Clothes brush

Polishing and application brushes for shoes Thumbtacks

Liquid Paper Disposable Gloves

Safety Pins different sizes Stapler with staples

Adhesive Labels Nail Varnish Remover

 Needle and an assortment of threads and
buttons

Matches- a valet should

always carry a lighter in
their pocket.
A small first aid kit- making sure there
are several sizes of plasters
 Thank you

PREPARED BY:
LIZETH KATALEEN
MANGINSAY
RHEAMAE ELBA