BUTLER SERVICE
Butler 1 -Introduction of the team, Serving the complimentary Drink, unpacking of clothes, Ironing of Clothes
Butler 2 & Guest 1 - Check in Procedure
Butler 3 & Guest 2 - Check out Procedure
When guest arrives, the butler will:
o Guest great upon arrival with a welcoming smile
o Escort guest to the front desk and process registration
o Carry/ coordinate luggage handling Escort guests to his suite
o Provide the guest with all information regarding hotel and suite facilities
o Offer to unpack guest luggage
o Offer welcome beverage/culinary trades
o Take note any requirements guest may have on arrival
Butler 1: Good morning! Sir, welcome to Hotel De Liceo, I am ______ together with my team _____, and _____, we are your
personal butlers and we will serve you during your stay.
Guest: thank you
Butler 2: how are you today sir?
Guest: good, thank you.
Butler 2: Fantastic! Do you have any luggage?
Guest: yes.. in the baggage.
Butler takes the luggage form the baggage and checks its condition
Butler 2: excuse me Sir? You have one luggage. Is that correct Sir?
Guest: Yes.....that's right...
Butler 2: Would you like to follow me to the Front Desk Sir?
Guest: of course
Butler 2: This way Sir,
Guest: Thank you
At the front desk, butler will help/ assist the guest to do the registration ↓ Butler must be clever enough to get the name of
the guest. After registered the butler will escort the guest to the room
Butler 2: Are you ready to go to your room MR./Ms. ___
Guest: Yes.. I am
Butler 2: Mr./Ms.your is located on the fifth floor, follow me please.
Guest : Sure....
While escorting the guest the butler will explain about general information about hotel
and facilities also promotes the hotel product.
Butler 2: Excuse me Mr.Ms.,for your information our restaurant is located on the first floor next to the Pool bar. It is open from
7:30 AM-11:00 PM. We serve a buffet breakfast from 7:30 AM-11:AM, lunch and dinner. We have gym as well. The gym is
located at the ground floor behind the lobby and business center also in the same floor beside the gym, if you want to do a
fitness, you can use our gym free of charge from 6:00 AM -6:00 РМ
Guest: Lovely
In front of the room, the butler will explain about the room view
Butler 2: well MR./Ms. this is your room Diamond Suite 1. the room is designed based on the St. Anthony De Padua Cathedral
architectural design to provide you a relaxing and mesmerizing Roman design as you requested.
Guest: Okay
Butler 2: before you enter the room, would you mind if I open the door and check the room first? May I borrow your room key,
Mr. /Ms.
Guest: oh.. sure..
Butler gets in the room, turn on the lights and turn on the air conditioning unit.
Butler 2: Well Mr./Ms.your room is ready after you please.
Guest: Thank you.
Butler takes the luggage and put in the side of the bed.
Butler 2: Excuse me Mr./ Ms. May I explain your room facilities now?
Guest: Yes.... Please,
Butler 2: Alright.... we start from the corner first, this is the living room, where you can sit back, relax and socialize. Points at the
Chair
Guest: Okay
Butler 2: This is your telephone, if your want to do local and international call please dial your destination number with area or
country number first followed by the tel. no. If you want an operator service, please dial 0, dial 1 for calling room service, dial 2
for calling front desk, housekeeping and laundry service please dial number 3, and 4 for butler service... and yours truly will
attend to your needs right away.
Guest: WOW, Thank you
Butler 2: And you can't beat a good night sleep Mr.Ms.without our luxurious beds. We have a queen and single beds. Our room
attendants will make it sure to make-up and turn down the beds every day.
Butler 2: Now we move to your bathroom Mr.Ms.This is your shower, you have cold and hot water. If you want hot water,
please press the red button and cold water, please press the blue one. This is your toilet bowl. For flushing you just press the
flush button on the toilet bowl.
Guest: Fantastic
Butler 2: This is your washbasin with complete amenities. Our room attendants will replenish your amenities every day.
Butler 2: That's all about your bathroom. Please follow me
Mr./Ms. Guest: Sure
Butler 2: well this is Vanity table, Mr./Ms.in the dinner we have our hotel stationary. This is free of charge for you Mr./Ms.
Guest: Lovely
Butler 2: And this is your wardrobe. It is equipped with hanging side, and insert to store your clothes, accessories. Would you
like me to call (Butler 1 name) to unpack your luggage Mr./Ms.
Guest: Yes please.
Butler 2: alright! Please excuse me.
Guest:Thank you
Butler 1 knocks the door three times announcing Butler Service, and open it
Butler 1 : Good Day Mr./Ms I am _____ here's you complementary Drink.
Guest: thank you so much
Butler 1: May I unpack your luggage?
Guest: Sure
The butler will continually unpack guest luggage as per standard. After unpacking..
Butler 1: Sir/ Ma'am, I will put your luggage at the side of the bed.
Guest: Ok
Butler 1: is there anything else I can do for you Sir/Ma'am?
Guest: I will stand a party tonight. Can you please iron my long sleeve and slacks?
Butler 1: Okay Sir.
The butler will iron the guest's clothes as per standard.
Guest: thank you. You've such a big help.
Butler 1: Is there anything else you want me to do Sir/Ma'am?
Guest: no, more thank you very much
Butler 1: Your welcome Mr.Ms.have a great day, Good bye
Guest: Bye
Butler 3: Knock.....nock... knock.... butler service. Good morning Mr./Ms.May I come in?
Guest: Good Morning. Come in.
Butler 3: Sir/Ma'am you are scheduled to check out at 12 noon. Do you want to extend your stay Sir/Maam?
Guest: no, I have to go. I have some appointment to attend to
Butler 3: If that so Sir, may I present to you your bill in advance?
Guest: Yes please
Butler 3: Alright, here's your bill Sir/ Ma'am For 5 nights you have been charged for P5,000, P1,000 for each night and other cost
for laundry and room service. In total, your bill is P6,120 Sir/ Ma'am.
Guest: let me check my bill please.
Butler 3: Sure Sir/Ma'am, No problem, take your time.
Guest: Okay, I guess everything is okay.
Butler will offer packing guest luggage
Butler 3: Sir/ Ma'am you want me to pack your luggage?
Guest: Oh I already packed my luggage thank you.
Butler 3: Noted on that Mr./Ms. may I check the room for you incase you might forgot some of your belongings
Butler will Check guest belonging that might have forgotten.
Butler 3: Alright Sir/Ma'am, your room is clear. I will escort you to the lobby.
Guest: oh, thank you.
While walking Butler 3: Well Mr./Ms.did you enjoy your stay with us?
Guest: hmmm... I enjoy it very much. All people here are so friendly.
Butler 3: Thank you Sir/ Ma'am and thank you very much for staying with us.We are looking forward for you coming again in
our hotel.
Guest: Thank you for all your service. You have a good personal care.
Butler 3: My pleasure Sir/Ma'am. Have a safe trip home. See you next time. Good bye.
Guest: Thank you. bye.
BUTLER SERVICE
BACHELOR OF SCIENCE IN HOSPITALITY MANAGEMENT
Year & Section: Group Number:
Members:
1.
2.
3.
4.
5.
FRONT OFFICE & HOUSEKEEPING HANDS-ON CRITERIA
CATEGORY CRITERIA POINTS SCORE
Professionalism and - Proper uniform and grooming 20: Excellent
Appearance
- Positive attitude and demeanor 17: Good
14: Fair
10: Poor
Guest Interaction and - Greeting guests politely 10: Excellent
Communication
- Clear communication 8: Good
- Attentiveness to guest needs 6: Fair
4: Poor
Efficiency and Time - Timely delivery of luggage 10: Excellent
Management
- Quick response to guest requests 8: Good
6: Fair
4: Poor
Knowledge of Hotel and - Knowledge of hotel amenities 20: Excellent
Facilities
- Ability to direct guests to facilities 17: Good
14: Fair
10: Poor
Teamwork and - Working well with other hotel staff 20: Excellent
Collaboration
- Supporting team objectives 17: Good
14: Fair
10: Poor
Safety and Security - Following safety protocols 10: Excellent
- Ensuring guest safety at all times 8: Good
6: Fair
4: Poor
Overall Guest Experience - Contributing to the overall guest 10: Excellent
satisfaction
8: Good
- Enhancing guest experience
6: Fair
4: Poor
TOTAL GRADE
Scoring Guidelines:
Poor: The performance does not meet expectations.
Fair: The performance meets minimal expectations but requires improvement.
Good: The performance is satisfactory and meets expectations.
Excellent: The performance exceeds expectations and demonstrates outstanding service.
