SCRIPT FOR BUTLER/VALET

ARRIVAL OF THE GUEST

B: Good Day Ma'am/Sir _______. Welcome to The Renaissance Hotel, my name is

G: Hello, Good Day!

B: Please come in Ma'am/Sir and wait in the lobby area. Let me assist you to the front
desk. May I carry your luggage?

G: Sure! Thanks.

B: Before anything else Ma'am/Sir, do you have fragile things inside your luggage so
that I can put a fragile sticker on it?

G: No, there's no need for you to put a fragile sticker on my luggage.

B: Okay, Ma'am/Sir.

AFTER CHECKING - IN, INTRODUCE THE FACILITIES IN THE HOTEL

(Carry the guest's luggage and escort to the room)

B: Ma'am/Sir, let me escort you to your room.

G: Yes sure.

B: Before we arrive in your room, allow me to explain our hotel facilities. Breakfast will
be available at the Restaurant located at Lobby level from 6:00AM to 10:00AM. We also
have Café and Business Center at Lobby level. Our meeting rooms are located on the
2nd floor. While the swimming pool, spa and fitness center are on the 5th floor. Let us
know if you need to make reservations for our hotel facilities.

G: Yes. Thank you for the information.

B: We are in front of your room, Ma'am/Sir, here's your key card, would you like me to
explain to you how to use it?

G: Yes.
B: Please tap here and the door is open. When the key card was put here and the
electricity was automatically on and when you removed it the electricity was off.

(Butler shall show him/her the room and bring in the baggage and place in the luggage
rack, offer to unpack luggage)

INTRODUCE THE AMENITIES IN THE GUEST ROOM

(put the luggage on the luggage rack)

B: Ma'am this our cabinet, you can place your clothes here, and this is the bed, you can
feel comfortable and very soft, and here ma'am the sofa, you can relax while watching
television, this is the air conditioner with remote control, to control the coldness. This is
your bathroom for the water; top red button for hot, and blue for cold water. As you can
see here the telephone, to make an outgoing call, press 0 for operation assistance, 1 for
housekeeping, 2 for laundry and 3 for room service. And this is the TV and has a
remote control for your television channel list. and this is your mini bar with chocolate
and drinks alcoholic and non alcoholic, if your want to consume them just fill up the form
on the top the mini bar and it will be charge to you

Ma'am/Sir at the back of the door, our house rules stated here. just in case of
emergency just follow the instructions for your safety and security.

LUGGAGE RACK

B: Ma'am/Sir may I unpack your clothes?

G: Yes, please.

B : Would you like me to hang your clothes and put them on your cabinet?

G : Yes, Thank You.

B : Is there anything I can do for you Ma'am/Sir?

G : No.

B : Okay, Ma'am/Sir. Have a nice day!

[ knock three (3) times and said “Butler Service” ]

APPOINTMENT AND SERVICE

B : Good Afternoon Ma'am/Sir, I'm sorry to disturb you. I heard that you have a meeting
later at exactly 2:00PM. Would you like me to prepare your clothes Ma'am/Sir?

G : Yes, please.

B : May I come in? Ma'am/Sir.

G : Yes.

(get one clothe at the cabinet)

B : Is this okay with you Ma'am/Sir?

MENDING

By the way Ma'am/Sir, I noticed that one of your buttons on your clothes is missing,
would you like me to fix it?

G : Yes, Please.

B : Here's your fixed clothes Ma'am/Sir.

B : How about your shoes Ma'am/Sir, would you like me to polish it?

G : Yes, please.

B : Your shoes and clothes Ma'am/Sir are all ready. Is there anything I can do for you
Ma'am?

G : No.

B : Okay, Ma'am/Sir. Enjoy your meeting.

[ knock three (3) times and said “Butler Service” ]

B : Good Afternoon Ma'am/Sir, May I come in?

G : Yes.

B : I'm here Ma'am/Sir to remind you that today is your check-out day. Would you like
me to assist you to pack your things Ma'am/Sir?

G : Yes.

(while packing the clothes ask the guest about their staying)

B : How are you staying in our hotel Ma'am/Sir?

G : It was good.

(assist the guest on their luggage and guide them in lobby)

END OF SERVICE

B : Thank you for staying with us. I hope you enjoyed it. Have a nice trip, Ma'am/Sir.
 SCRIPT FOR GUEST LAUNDRY

COLLECTING GUEST LAUNDRY

[ knock three (3) times and said “Laundry Department” ]

LD : Good Day Ma'am/Sir, I'm (Name) from the Laundry Department. I'm sorry to disturb
you but I'm here to pick-up your Laundry Clothes. May I come in?

Guest : Yes. By the way, here are my laundry clothes.

LD : Okay, Ma'am/Sir. Let me check first.

Guest : Okay, sure.

LD : Okay Ma'am/Sir, you have (STATE TO THE GUEST THE CLOTHES ITEM THAT
YOU HAVE RECEIVE, for example: You have one T-shirt and also one Trousers).

It's all in good condition, is that correct Ma'am/Sir?

Guest: Yes that's right.

LD : Ma'am/Sir may I have the laundry list please?

Guest: Okay, this is my laundry list.

LD : Thank you Ma'am/Sir. By the way we have three kinds of service, the regular, rush
and express, which one do you want to choose?

Guest: I want to choose express.

LD : All right Ma'am/Sir, for express service, you will be charge for 100% extra charge,
is that okay?

Guest: It's okay.

LD : Okay, do you want your laundry on hangers or folded?

LD : May I know if you have any special requests with your clothes?

Guest : No I don't. Thank you.

LD : Okay Ma'am/Sir, let me double check your laundry list. Your Name is ________,
from Room 123. You requested an Express Laundry Service. And your laundry items
are ___________, and you want your clothes on a hanger when delivered. And lastly
you don't have any special request.

Is that correct ma'am/sir?

Guest : Yes that's right.

LD : Can you please sign in here?

Guest: Okay. Thank you.

LD : Thank you Ma'am/Sir, I will return your clothes in 3 hours today. Have a nice day.

DELIVERING GUEST LAUNDRY

[ knock three (3) times and said “Laundry Department” then deliver the laundry to the
guest including the bill ]

DL : Good Day, Ma'am/Sir. I'm sorry to disturb you. By the way I'm (YOUR NAME), your
valet runner today. Here's your clothes, (STATE TO THE GUEST THE CLOTHES ITEM
THAT YOU HAVE RECEIVE, for example: You have one T-shirt and also one Trousers).
in good condition and no damage. Where do you want me to put your clothes
Ma'am/Sir?

Guest : Kindly put it on my cabinet, please. Thank you.

LD : (PUT THE CLOTHES ON THE CABINET) May I present your bill Ma'am/Sir?

Guest: Yes.
LD : How would you like to settle your bill Ma'am/Sir? Is it cash or charge to your guest
room account?

Guest : Charge it to my guest room account.

LD : Okay Ma'am/Sir, please sign in here.

Guest : Okay. (SIGN THE RECEIPT)

LD : Is there anything else that you need Ma'am/Sir?

Guest : None, thank you.

LD : Thank you Ma'am/Sir, have a nice day.

PICK-UP CLOTHES TO BE IRONED

[ knock three (3) times and said “Laundry Department” ]

LD : Good Day Ma'am/Sir, I'm (Name) from the Laundry Department. I'm sorry to disturb
you but I'm here to pick-up your clothes to be ironed. May I come in?

Guest : Yes. By the way, here are my clothes to be ironed.

LD : Okay, Ma'am/Sir. Let me check first.

Guest : Okay, sure.

LD : Okay Ma'am/Sir, you have (STATE TO THE GUEST THE CLOTHES ITEM THAT
YOU HAVE RECEIVE, for example: You have one T-shirt and also one Trousers).

is there anything I can do for you Ma'am/Sir?

Guest : No I don't.

LD : Okay, Ma'am/Sir. Excuse me.

DELIVERY OF IRONED CLOTHES

[ knock three (3) times and said “Laundry Department” ]

LD : Good Day Ma'am/Sir, I'm (Name) from the Laundry Department. I'm sorry to disturb
you but I'm here to deliver your ironed clothes. May I come in?

Guest : Yes.

LD : Kindly check the ironed clothes.

LD : is there anything I can do for you Ma'am/Sir? Is that be all?

LD : Okay Ma'am/Sir, thank you and enjoy your staying.