VALET/BUTLER SERVICES
The arrival of the Guest
B: Greetings of good health, Ma’am/Sir! Welcome to ISAT-U Hotel, my
name is _______, your valet for today, how may I help you?
G: I want to check. Is there any available room?
B: Yes Ma’am/Sir. Let me assist you to the front desk. May I carry your
luggage?
G: Sure! Thanks.
After checking – in
(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 to 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, 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.
Room Familiarization
B: We are in front of your room, Ma’am/Sir. May I have your key for me to
open the door for you?
G: Sure.
B: Knock 3 times. (“Housekeeping” ) Open the Door- Turn on the lights and
aircon “ is the temperature of the aircon okay for you”?
G: Yes, Thank you!
After entering the room
B: Have a sit Ma’am/Sir.
(Put the luggage on the luggage rack)
B: Ma’am/Sir, allow me to explain the room facilities. You have safety deposit
box inside the wardrobe. You also have a mini bar, if you want to consume
snacks/drinks, don’t forget to fill the mini bar list. This is the remote control
for
your television channel list. You have a view to the city, and this is your bed
side lamp. Telephone to make an outgoing call, press 0 for operation
assistance, 1 for housekeeping, 2 for laundry, and 3 for room service. This is
your air conditioner, and lastly, this is your bathroom, for the water tap, red
button for hot water and blue for cold water.
G: Alright. I will ask you again if I forgot.
B: It is my pleasure, Ma’am/Sir.
Unpacking of clothes
B: Ma’am/Sir, may I unpack your clothes and place it in the cabinet.
G: Yes, you can.
B: Okay Ma’am/Sir.
After unpacking
B: I am done unpacking your clothes Ma’am/Sir. Is there anything else I can
do to assist you?
G: No, I think that’s enough. Thank you so much.
B: When do you want me to come back for check-out to assist you?
G: (random date & time provided)
B: It’s my pleasure Ma’am/Sir, if you need further assistance during your stay
with us, do not hesitate to contact us by speed dial 2323.
G: Okay. Thank you.
Packing of clothes
B: Knock 3 times before announce housekeeping.
B: Good Morning Ma’am/Sir. I am, __________ here to pack your luggage.
G: Okay.
(Start unpacking then after unpacking)
B: I am done packing your clothes Ma’am/Sir.
B: are you ready for check-out?
G: Yes
Shoe polishing
B: Knock 3 times before announcing housekeeping.
B: Good Morning Ma’am/Sir. I am, __________ here to polish your shoe/s.
G: Okay
B: I am done polishing your shoe/s Ma’am/Sir.
B: Is there anything else I can do in assisting you today?
G: No, that would be all, Thank you!
B: You’re welcome ma’am/sir and it’s my pleasure.
Assist the guest to the front desk to check out. After check out…
B: This way to the parking lot, Ma’am/Sir.
(After putting the luggage to the compartment)
B: Thank you for staying with us, Ma’am/Sir. We look forward to seeing you
to your next check in. Have a good day!
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AT THE LOBBY: If the guest is not happy
B: Maam/Sir how do you find our service/facilities?
G: I don’t find it good. (reason…..)
B: Sorry for the inconvenience Ma’am/Sir. We appreciate you, calling our
attention and we will do our very best to avoid this kind of situation. Also, I
will note your comment and report this to our manager for appropriate
action.
B: We assure improvement on your next visit. Thank you so much! Have a
nice day.
AT THE LOBBY: If the guest is happy
B: Maam/Sir how do you find our service/facilities?
G: Fantastic!
B: Great! We will continue to do our best to maintain the satisfaction you
had! Thank you so much! Have a nice day.
TAXI CAB:
B: Do you want me to call you a taxi/ cab? or this way please. (open the door of the
car for the guest)
G: Thank you!
B: where do you want me to put your luggage? Beside you or at the baggage area.?
B: (put the luggage as per requested by the guest)
G: Thank you!
B: You’re Welcome ma’am/sir. Once again, Thank you for coming hope to see you
again. Have a safe trip.
