Valet Service

A Valet Runner provides basic housekeeping

valet services to guest which may include:
unpacking and packing of guest clothes;
cleaning and polishing shoes; and making
simple errands for guest
 Valet Runner
Duties and Responsibilities
Services can include, but are not limited to:
1. Professionally and confidentially
communicating
2. Perform unpacking/packing of guest luggage
3. Cleaning and polishing shoes
4. Check guest laundry and dry cleaning needs
5. Repairing of clothes and other guest belongings
6. Organizing guest activities and needs such as secretarial duties,
restaurant bookings, car hire, tours, specified purchases of gifts or
other items
7. provision of concierge function such as;
Recommendations for dining and shopping
Suggestions for transport and sight -seeing
Options for tourism and leisure activities
Acquisition of personal services
Making, altering or confirming travel arrangements
 Unpacking of Guest Luggage
1. The Valet Runner will ask persmission before
touching the guest's belongings
2. Use personal protective equipment(gloves)
3. Choose an empty and flat surface such as a table
or bed.
4. Segragate the items that need to be
ironed,laundered or cleaned
5. Put the items that need to be launderd in a laundry
bag.
6. check the shoes if t needs to be cleaned/repaired. For clean
shoes, place the shoes underneath the corresponding colors
of clothing
7. Sort hats, belts, scarves and other clost accesories out of a
bag and hang on the hooks found on the side of the cabinet
8. Place all toiletries such as makeup and hair care items in the
shelf/vanity table.
9. Secure any electronic accessories, including cameras, extra
batteries, game cartridges or DVD's and put them together on
a shelf or table.
10. Check the small pockets of the bags as well as the purse or
carry-on luggage for these items.
11. Arrange t-shirts and sweaters on separate shelves b
color and sleeve length.
12. Fill in the drawers in the following order
- underwear on the top drawers,
-shirts and sweaters underneath
13. Hang blazers one by one, next to each oher
14. Put matching or similar colors together
15. Fasten, button or zip so that everything hangs right
Note: Put the color of your client wears
most(usually brown or black) on the
shelves that are easiest to reach
1. All shirts should be hug up together in one section
2. Arrange by colors from light to drak with all of one color group
together
3. follow the same process for skirts, pants, etc
4. Hang pants from the waist or cuffs on a pants hanger
5. Check the cabinet for misplaced items
6. Close the cabinet.
Guidlines in
Packing
Luggage
1. As a valet Runner, ask permission from the guest before
touching his/her belongings.

2. Lay everything on the bed especially the suitcase

3. Make a list of all items you will pack.

4.Use Personal Protective Equipent

5.Gather all the equipment , tools and materials needed in
performing your tasks.
-luggage
-zip lock bags -clothes(clean/dirty
-toietries -shoes/slippers
-name tag -mesh bag
6.Roll pajamas, nightgowns, sweaters and othr casuall wear to fill
small spaces, when possible

7. Layer each rolled up outfit on the bottom of the suitcase.

8. Layer first heavy clothing such as jacket or pants. Put it on
tp of the the rolled items;
Lay it flat in the surface without folding

9. Put the next item on top-it should be put in opposite

dirction from the first item

10. Packeach item one at a time in a clockwie directing and

allow sleeves, pant legs, skirt lengths to hangover the edges a
you stack more and ore items.
11. Select an object to form the core of the bundle(book,paper or
magazine)

12. Put the core object on top of the pile of cloths you have stacked.

13. Start wrapping up your bundle. Begin with the last item you placed

14. Wrap sleeves, pant legs,skirts lengths over the core; neatly wrap
the ends of that itm across the core bag on top of the pile

15. Wrap each item as neatly as tou can

16. Pack tightly.Packing loosely wastes precious space and causes
clothes to wrinkle

17. Place your remaining luggage items, like shoes, around the
perimeter of the bundle

18. Put tag fo identification(name, destination, phon number)

19. Inform the guest that you have finished packing their luggage.
20. Bid the guest goodbye.
Receiving a Telephone Call
1. Answer the phone on or before the third ring.
2. Make the standard greeting with a smile.

3. Identify your department then identify yourself.

example:
Front Office Department, this is Anna, how may I help you?
Thank you for calling Shangrila Hotel, Anna speaking, how
may I assist you?
4. Add phrases such as “goodmorning”, “how may I help
you?”

5. Have a pencil and a paper ready.

6. Listen attentively, focus your attention on the caller

7. Write down immediately the caller's name and room

number, time of request, special request and/or
instruction.
May I have your name ma'am?
May I know your name and room number sir?
8. Answer the inquiries of the guest.

9. repeat all details such as the name and room number,

special request an/pr instruction of the guest.

10. Bid the guest goodbye with some pleasantry.

11. Put down the telephone upon hearing the click from
the other end.
Basic Principles in Cleaning
and Sanitation
 Personal Protective Equipment
1. Hand gloves- protection against bacteria, harmful
chemicals, and excessive scrubbing
2. eye Goggles- cover eyes while using harmful chemicals
3. Dust Mask- protection against dust, awful odor, and
harmful substance
4. Rubber Boots- protection for heavy floor cleaning
5. warning sign- inform guest of slippery floor
Kaizen or the 5S method
 Introduced fom Japan by
Masaaki Imai
Book- Kaizen: The Key to
Japan's Competitive Success
Seiri:(Sort)- separating useful and waste materials
Straigthen :(Seiton)- arranging items orderly ready
for use
Shine:(Seiso)- requires regular cleaning and
maintenance
Standardise:(Seiketsu)- is summarizing what has
been done and sequencing them to develop
procedures
Sustain:(Shitsuke)-keeping the practice ang
envisioning to develop more effective strategies
along the way
 Benefits of 5S
1. Reduced operational cost.
2. Proven safety environment
3. Higher utilization of asset
4. Availability of necessary equipment
5. Increased production agility and flexibility
6. Boost employee morale
7. Enhanced image on external partners.
Clean vs. Sanitized
Clean- physical soil and dirt are diminished from a
surface

Sanitized- surfaces have been treated to reduce

the number of dangerous pathogens
 Basic Principles in Cleaning
What is a clean guestroom?
 Free from dirt, soil or unnecessary clutter
 Reusable items and amenities are sanitized
 Properly arranged furniture, fixtures and complete amenities
 Use fresh and clean linens
 Rooms smells clean and fresh
 No pests like rodents or cockroaches
 Basic Concepts
Cleaning- the removal of pgysical dirt on substance and may extend to killing of
microbes
Different Standards of Cleaning
1. Physically Clean- the surface is supposed to be free from apparent dust and dirt
2. Chemically Clean- the area should be free from harmful chemicals from the
surfaces and in the surrounding air.
3. Bacteriologically Clean- the surfaces should be free from any harmful
bacteriabthat may cause disease or infection, referred o as clinical standard as most
hospital follows.
4. Entomologically clean- the area should be free from harmful insects or pests
5. Ecologically Clean- the surfaces and areas should be free from organic and
inorganic matter that may emit a foul odor.
6. Treminally Clean- the operation needs areas to be constantly sanitized against the
growth of all kinds of pathogenic microbes.
Cleaning Promotes
Aesthetic Appeal
Hygiene
Maintenance
Safety
 Elements of
Stage 1: Mechanical Action or Agitation
Cleaning
Agitation can be referred to as the force or friction applied to prform the job

Stage 2: Chemical Action/Cleaning Agents

These are the chemicals applied which work on the dirt making it softer and redy for
extraction.

Stage 3. Time
This applies to how much time devoted to doing the job that entirely depends on the
condition and type of dirt

Stage 4: Temperature
The altering temperature of the solvent like the case of water will increase the
chances of the speedy cleaning process.
 Accepted Rules to guide
the whole Cleanng Process
 All soil should be removed
 Soil should be removedwithout harming the surface being cleaned or the
surrounding surfaces
 The surface should be restored to its orginal statew after the cleaning
process
 The simplest method should be tried first using the mildest cleaning
agent
 Cleaning should proceed from high to low wherever possible
 When cleaning an arfea start with the cleaner surfaces and articles and
then go to clean more heavily soiled areas so as to prevent the spread of
soil dorm dirty to cleaner surfaces.
while wet cleaning or poliching the floor, the cleaner should
walk backward while cleaning infront of him
suction cleaning should be preferred over sweeping wherever
possible
Dusting should be done before sweeping and dusting before
suction cleaning
stains should be removed s soon as they occur
The cleaner should take all safety precautions while cleaning.
In particular, cleaning agents and equipment should be
stacked neatly to one side.
The cleaner should start cleaning from the farthest end of an
area working towards the exit
 Scheduled Cleaning
1. Daily. Pertains to the everyday task of cleaning and servicing the guestrooms,
cleaning the hallway floor, furniture and fixtures
• Make-up room- cleaning occupied rooms
• Check-out room- preparing the room for new guest arrival
• Turndown Service- setting the room on sleeping mode for the guest

2. Weekly. Cleaning tasks performed on a weekly basis which includes thorough

dusting especiall of hard to feach areas, polishing of metal surfaces
3. Periodic. Common schedule is either quarterly or semi-annual of which heavy
cleaning is done that includes stripping and re-polishing of floor, shampooing of
carpets, cleaning of walls, doors, window and ceiling, cleaning of interiors and
washing all linen set-up
 Cleaning Methods
1. Manual
2. Mechanical
3. Common Tools and equipment
 Manual Method
a. Sweeping
b. Dusting
c. Damp Dusting
d. Moping
e. Scrubbing
f. Polishing
g. Dish Washing
 Mechanical
a. Suction Cleaning
b. Buffing
c. Polishing
d. Burnishing
e. Scrubbing
f. Stripping
g.Linen Laudering
 Manual Cleaning Tools and
Equipment
-These are the tools that need the manual application of force by the
user to execute the cleaning process emplying the energy of employees
 A. BRUSHES
Types of Brushes
1. Hard Brushes- designed with bristles that are fairly and well-spaced
out suitable for heavy soil and for cleaning rough surfaces
2. Soft Brushes- have bristles that are fairly flexible and set close
together which can help remove loose soil and litter on hard and
smooth surfaces; useful to dust carpets and furniture
3. Scrubbing Brushes- short, coarse bristles designed for use on surfaces
that have become stained and heavily ingrained with dirt
 Classification according to Function
1. Toilet Brushes- used t clean hard to reach inner rim and moldings of the toilet
bowl
2. Bottle - effective when used in cleaning tight and nclosed containers
3. Carpet Sweeper- used for removing the dirt that penetrated the fabric surfaces
4. Cloth Scrubbers- common household tool used for removing stain from clothes
5. Feather Duster- clean delicate surfaces by carefully removing dust without
scratches
6. Push Brushes- used to clean large surfaces especially in the case of floors and
walls
7. Upholstery Brush- Used to clean large surfaces especially i the case of floors and
walls
 B. Brooms
-employs different raw materials depending on use ideally for grouping
dirt on large spaces like floors
Types of Brooms
1. Soft bristled - made of grass and are used for smooth floors.
2. Hard broom- made of coconut fiber and are used for coarse surface
like in-out door use
3. Wall Broom- used to remove cobwebs or dust from the ceiling and
high ledges
4. Box sweeper- also called carpet sweepers and are used for sweeping
up the dust from smooth floor coverings such as rugs and carpets
 C. Mops
-tool consisting of a sponge or a bundle of thick loose strings attached to
a handle, used for wiping floors or other surfaces
1.Dry Mop- called control map, designed t remove dirt from surfaces
without dust all over

2.Wet Mop- used with buckets to remove dirt adhering to a surface ;

absorbent material

3.Squeegee- long metal handle and a wooden or a rubber blade to

remove excess water from the surface being cleaned
 Cloth
-a piece of fabric used for wet and dry cleaning
1. Swab- clothes made of sift, absorbent material used for wet cleaning and damp dusting of all surfaces above
floor level
2. Scrim- loosely woven linen material resembling fine saccloth, highly absorbnt and lint free in nature, used for
cleaning mirrors and windows
3. Chamois leather- skin of a chamois goat used for cleaning windows and mirror when dry and also for polishing
silver and other metals
4. Dust Sheets- discarded linen from bed sheets or curtains used to cover floors, furniture, and other articles
during spring cleaning or redecorating
5. Wet cloth- made of very absorbent material with manageable size to easily squeeze out water
6. Druggets- Made of coarse, fine canvas of the size of carpet square and are placed on the floor in the doorway
to prevent excessive dirt
7. Glass Cloth- made up of linen tow yarns and do not leave behind lint ideal for wiping glass
8. rag- recycled disposable cloths obtained from the sewing room for polishing
9. Bucket Cloth- made up of thick fabrics and used to protect the carpet and flooring when placed under buckets
to prevent marks on the surface
 C. Mops
-tool consisting of a sponge or a bundle of thick loose strings attached to
a handle, used for wiping floors or other surfaces
 Containers
1. Bucket- Plastic or galvanized iron buckets used in most cleaning activities to
hold items with liquid solutions
2, bowls and basin- used when small amount of water, cleaning solutions and
powders for cleaning is required
3. dustpan- used with broom or brush for gathering dust usually made of plastic
or metal
4. dustbin- collect waste from guest rooms and contain waste or trash in several
ateas in the hotel; emptied and wiped daily
5. sani-bins- metal or plastic bins with a lid. they are found in toilets for the
collection of soiled sanitary towels
6. spray bottles- lightweight containers that deliver a fine mist of cleaning
solution through a fine nozzle
7. hand cuddy- called cleaner's boxes, made of metal or plastic, used by the
attendant for carrying cleaning supplieswhile servicing the guest room
 Carts and Trolleys
1. Maid's cart or Room Attendant's cart
-the most significant piece of equipment in the housekeeping dertment which
makes servicing the guestrooms more swiftly in its ability to stock everything in
its very spacious 3-layer shelves from cleaning materials to supplies and linens

2. Janitor's Trolley
- this cart houses cleaning supplies and equipmnt which helps in cleaning
spacious areas such as public areas.

3. Map Ringer Trolley

- consist of mop with either single or twin buckets and has an attached wringer
mounted on a trolley with caster wheels making mopping wet floors easier
4. Linen Trolley
- this trolley allows easy transfer of clean linen fo the laundry to ll other areas
which will need linen supplies

5. Hamper Cart
- cart used to contain soiled linn for eay transport to laundy