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WorksheetsProvide Butler/Valet Services to Guest
Total questions: 40
Worksheet time: 48mins
What is the role of a valet that gives the guest information of activities to when, where and how of both inside and outside the hotel?
guide
concierge
confidant
housekeeper
What do you think would the results to have an effective communication skill to a butler/valet service?
to work as a team.
to be at front office.
to bring valuable thing of the guest.
to provide good service and to be able to understand
What is meant by a role of a valet that becomes a trusted person by the guest to confide any personal or business matters?
guide
concierge
confidant
housekeeper
A term referring to intangible elements of the relationship involving a blend of sentiments.
rapport
goodwill
communication
good grooming
A term referring to intangible elements of the relationship involving a blend of sentiments.
rapport
goodwill
communication
good grooming
If A “gentleman’s gentleman” is a male’s servant, then for female servant is ________________.
butler
chambermaid
room attendant
lady's maid
What communication factor would be needed in the hospitality industry?
Effective communication is needed to resolve the disagreement.
Effective communication is needed to resolve the anger.
Effective communication is needed to resolve conflicts.
There is a high level of interaction with people.
The enterprise policies and procedures may be related to _____.
uncomplimentary goods and services
service standards and protocols
Mistreatment of VIP’s
Dishonesty
What is a personal characteristic required of a valet or butler?
Good grooming and hygiene
tact and discretion
etiquette and good manners
Diplomacy
Standards for grooming and personal presentation may be related to_.
wearing of uniform, personal hygiene, and appearance
personality development of the person
characteristics of a person
personality
Which type of linen is separated from sheets during washing for easier sorting after final extraction?
duvet covers
pillowcases
bathrobes
socks
What chemical that is used to soften towels and reduce lint?
fabric softener
chlorine bleach
detergent
starch
Who is a member of the housekeeping team who checks the room after it is cleaned?
laundry staff
housekeeper
inspector
supervisor
Which of the following room status says that the room is being renovated or repaired; it does not need to be cleaned and is not available to sell?
out of order
sleep out
occupied
vacant
Which of the following room status tells that no guest is registered for that room and no guest or belongings are in the room?
repair status report
occupied dirty
occupied clean
vacant
What is the first step in unpacking guest luggage?obtain hangers for clothes.
obtain sewing kit for repairing clothes.
obtain shoe polish for shoe.
obtain keys to the luggage.
obtain hangers for clothes.
While you are processing the laundry items, which of the following statements explains why linen must be sorted?
Dry soiled linen is easier and quicker to sort than damp linen, as linen that has been washed may become twisted in the wash.
Kitchen cleaning cloths will be much greasier than those used by housekeeping staff to clean rooms.
Sorting by fiber type helps expedite production by washing all the same items together.
All sizes of towels can be washed in the same wash cycle; white towels and colored towels should be washed together
Linen used in hotels is often referred to as “flatwork.” What does the term flatwork mean?
Linen used in hotels is washed and flattened when dry.
Most of the linen used in the hotel is pressed and folded flat.
Most of the linen used in hotels is finished mechanically and does not require hand ironing.
Linens are sorted in sizes and pressed.
When sorting through sheets and pillowcases, it is not uncommon to find soiled tissues or guest clothing removed unintentionally by the room attendant when stripping the bed. What does this process mean?
Laundering
Spinning
Sheeting
Pressing
Where are the shoes placed?
bottom of the wardrobe
make-up room
wardrobe
drawers
Which phase where linen and clothes are sorted out?
transportation
collection
sorting
arrival
33. Which item would to be easily accessible when repairs are required?
repair kit
log sheet
scissor
glue
How can you guarantee the privacy of the guest's transaction?
According to the tenet "Seeing everything, saying nothing"
Share his photos on social media
Capture the guest covertly
Proceed to the front desk.
What should you do to prevent another guest from being alarmed if you notice an unattended bag?
Report covertly to the supervisor; do not touch the object.
Ask the visitor how to handle and eliminate it.
Report to the police right away.
Remove the bag covertly.
Which of the following reports provides information on the occupancy or condition of the property’s room daily?
Housekeeping Report
Occupancy Report
Room Status Report
Assignment Report
Before heading out for a meeting in the city, Ms. Margarong, a businesswoman, hung a doorknob card advertising makeup services. When he returned to his room following the conference, he found it unmade. How would you respond to the guest's complaint?
Keep your cool and show sympathy for the person who is moaning.
Keep your cool and pay attention to the guest who is grumbling.
Always stay unfriendly, but when a guest complains, be calm.
Keep your cool and ignore the disgruntled guest.
Which of the following are some requests from guests when unpacking?
needing for shoe care, cleaning or polishing.
hanging of suit in wardrobes or on hooks.
brushing clothing to remove lint.
needing plates for room service.
The passengers from a chartered ship arrive at the Pearl Farm. You are setting up the room for the appointed butler's arrival. However, the visitor arrived ahead of schedule. He proceeded to his designated room and used his vingcard key to open the door. How would you find out who the visitor is?
If you look at the guest list in your room, you will see his name.
By calling the guest's name, you will be able to identify them.
His name will be familiar to you from the front desk.
Phone the concierge, you'll find out his name.
What might be involved in dealing with guest luggage on their arrival?
Managing of guest luggage properly.
Using available trolley.
Dealing with Porter.
Sorting of Luggage.
Why are personal qualities necessary for a butler or valet?
to possess appropriate manners and etiquette.
to possess good discretion and tact.
to appear more pleasing.
to offer diplomacy.
During work orientation, your supervisor advises you to practice "good personal hygiene" as a butler or valet. How would you demonstrate proper personal hygiene to your boss?
Having a compassionate body that supports wellness.
Trying to become better yourself to help others.
Putting on relaxing pants and a t-shirt.
Cleaning our hair.
The butler discovered this previous week that his coworkers had neglected to properly clean the laundry area. Which course of action do you believe the butler should take?
Complain in writing about the dining room staff's lack of collaboration to the division director of the room.
Tell the night staff in charge of housekeeping that they oversee cleaning certain places.
Together with the dining room manager, decide which department will be in charge.
To address the issue, set up a meeting with the general manager of the hotel.
Which of the following is appropriate in the packaging of guest laundry and linen?
Guest laundry and linen should be packaged and presented following the establishment’s procedure.
Returning of guest’s items should be beyond the specified time.
Claiming items must be placed in the storage.
Billing information should be incomplete.
Peter is working in the DESACE Hotel as valet/butler to the guests. Which of the following is his duty?
Makes sure that guest laundry, soft cleaning and pressing are collected and returned as quickly as possible.
Checks carefully the quantity of guest items and the exact number before returning them to guests.
Gives feedback to laundry supervisor of any poor-quality service or any problems.
Is responsible for the transportation and delivery of guest laundry needs.
Paula notices that a bed sheet has worn. Which would she has done before laundering?
Press the cloth
Mend and launder
Mend the cloth
Launder the cloth
How would you check the items before packaging?
If guests have requested minor repairs and alterations, it is important to check that the request has been carried out and charged accordingly.
If the guest requested that items be folded, items will be charged doubled the price.
Check the items to ensure that all garments with creases will be charged accordingly.
If there are residual satins, the items must be returned to the owner.
BG brought three pairs of shoes. How would GB stack them?
Stack them in pairs and according to color and occasion.
Separate them by design.
Stack them in pairs.
Separate in pairs.
Which of the following will be done before ironing and this must be checked first to ensure the appropriate way to iron the item?
Pressing and ironing label
Price tag label
Ironing label
Care label
How can you assist guest in the repair of torn part on his/her clothes?
Give the clothes directly to the guest after mending and pressing.
Ask the guest if she/he need help, if yes, mend it.
Let the guest clothes mend and press it.
Go to the front office.
Why should a heavily soiled white garment be washed separately?
This will help prevent dirt or stain particles from settling on other items during the wash cycle.
Heavily soiled linens must be placed directly into a soluble bag to prevent dry runs.
To ensure that there is no waste of water and detergent soap.
It is much easier to wash with bleach and dry.
