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COC Provide Butler Service COC Covered: Provide Butler and Deal With Intoxicated Guest

This document contains guidelines for various housekeeping and guest services duties including providing butler service, housekeeping, cleaning public areas, and laundry services. It also provides guidance on dealing with intoxicated guests. Specifically, it outlines proper procedures and etiquette for interacting with guests, cleaning and maintenance tasks, and steps to take when asked to remove intoxicated patrons or handling guests that arrive intoxicated to the premises. Personal safety and confidentiality are emphasized. Proper use and care of equipment, supplies and facilities is discussed.

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Candice Sumayang
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1K views

COC Provide Butler Service COC Covered: Provide Butler and Deal With Intoxicated Guest

This document contains guidelines for various housekeeping and guest services duties including providing butler service, housekeeping, cleaning public areas, and laundry services. It also provides guidance on dealing with intoxicated guests. Specifically, it outlines proper procedures and etiquette for interacting with guests, cleaning and maintenance tasks, and steps to take when asked to remove intoxicated patrons or handling guests that arrive intoxicated to the premises. Personal safety and confidentiality are emphasized. Proper use and care of equipment, supplies and facilities is discussed.

Uploaded by

Candice Sumayang
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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HOUSEKEEPING

COC Provide Butler Service


COC Covered: Provide butler and Deal with intoxicated Guest
Provide butler:
1. How can you stablish rapport with the guest?
2. How can you access to guest’s record to provide personalized and quality valet service?
3. What is the proper way to be well-groomed butler/valet?why?
4. Give five (5) personal characteristics required by a valet/butler?
5. How will you present to guest’s the appropriate clothes for a meeting with other
diplomats?
6. What is the proper procedure of cleaning at least three types of shoes with the
following materials: leather, lace/ gamosa and rubber?
7. How can you assist in the repair of detached buttons on guest’s clothes?
8. How can you assure guest of confidentiality of his transaction?
9. How do you handle the guest request for safekeeping of his valuables?
10. What is the importance of effective communication to a butler service.
11. What is the generic term for ethanol?
12. What are some symptoms//signs of alcohol intoxication?
13. What are the appropriate ways of asking an intoxicated patron to leave the premises?
Give at least three (3).
14. What are the three (3) types of assistance that can be given to an intoxicated guest?

COC Provide Housekeeping to guest


COC Covered: Provide housekeeping Services to guest, Clean and Prepare Room for Incoming
Guests and Deal with Intoxicated Guest.
Provide Housekeeping To Guest:
1. The guest requested for the arrangement of his flights to other tourist spots of the
country, whom should you refer him, and why?
2. How will you perform “make up room” when there is guest inside?
3. Between “make up room” and “check out room” which one will you do first?
4. What is alcohol intoxication?
5. What will you do if you noticed your guest is showing signs of alcohol intoxication?
6. Discuss thoroughly the difference between the servicing a room and making up a room.
7. Discuss the proper loading of housekeeper’s trolley and explain why?
8. Explain the safety measures in making up or bed making?
9. Will you Identify the materials used for the flooring and the walls. Discuss the proper
cleaning and the appropriate cleaning materials used?
10. How do you maintain the housekeeping equipment like a vacuum cleaner?
11. Discuss the tasks for Down Service?
12. What are three steps when asking an intoxicated patron to leave the premises?
13. What are the five signs of intoxication?

COC Clean Public Areas


COC Covered: Clean Public Areas, Facilities and Equipment and Deal intoxicated Guest.
Clean Public Areas Facilities and Equipment:
1. What is PPE and why is it necessary during the cleaning of public areas/
2. Discuss the complete procedure of using a floor polisher and carpet shampoo
3. Identify the cleaning equipment and chemicals and its uses.
4. How can you reduce risk / prevent accident for your colleagues and guest.
5. Discuss the proper care and of equipment and of cleaning chemicals. Why?
6. During cleaning you noticed a strong smell of gas leakage, and the water leakage, which
one will you prioritize?
7. How do you manage hotel waste and garbage?
8. How will you handle the situation when an intoxicated guest held your arm and pulled
you towards the room?
9. How will you handle a guest who arrived to the hotel with the signs of intoxication?

COC Provide laundry Service


COC Covered: laundry linen and guest clothes and deal with intoxicated guest.
Laundry Service:
1. What is the standard procedure for laundry
2. What is the proper way or process of ironing?
3. What will be your basis for the choice of the method of laundry to be used?
4. Why is it necessary to conduct post laundry activity?
5. How will you bill and deliver the guest laundry?
6. What is the proper way of operating a washing machine?
7. How will you do the post laundry cleaning activity ang explain why?
8. How do you care for laundry equipment and supplies?
9. Prepare fill-up a comprehensive laundry report and billing of laundry services.
10. What are three tips to remember when dealing with an intoxicated person?
11. Why is it important to record incidents involving intoxication?

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