Enumerate and explain the five roles in the first column.

Then
write the attributed needed to play such roles.

Roles of butler Attributes Needed

Housekeeping attendant Pleasing personality and well-groomed

Confidant Attentive and courteous

Guide Tactful and discrete

Concierge Resourceful and self-directed

Organizer Fluent in hotel industry line service

A. Answer the questions that follow.

1. How should a butler speak to a guest?

Ans.

2. What are the nonverbal cues that must be considered when talking to a guest?

Ans.

3. How should each cue be used effectively?

Ans.
4. What is the importance of building rapport to guest?

Ans.

5. How can a butler build rapport to guests effectively?

Ans.

B. Enumerate and explain the different standards of

communication that a butler must follow when communicating
to guests.

1. Listening- a Butler must always pay attention to the message to the guest,
considering to understand the message conveyed between and behind the lines.
2. Constant monitoring- what the guests, their companion, and staff are doing must
be observed.
3. Knowing when to speak and keep quiet- a butler must not intrude, yet must be
available when needed.
4. Keeping information about guests confidential- a butler must treat every piece of
information about the guest confidential. It must not be discussed with other guests
or co-employees.
5. Communicating using foreign language- it is advantages if a butler is bi - or
multilingual. This will help him or her to be more articulate especially when dealing
with foreign guests.
Put a check mark (√) on the line if the statement shows good
grooming practices of a butler. Otherwise, write a cross mark
(×).

__√___1. Taking a bath daily

__×____2. Advisable to have minimal rest
__√__3. Brushing teeth after eating
__×____4. Strong scent of perfume is recommended for butlers
__×____5. Wearing heavy makeup and expensive accessories for female butlers
__√___6. Clean closed shoes with stockings for female butlers
__√___7. Both male and female must be in clean uniforms every duty
__√___8. No loose threads and missing buttons in a butler's uniform
__×____9. Any hairstyle is advised for male butlers
__√__10. Clean fingernails for both male and female butlers

Enumerate the following:

A. Guest Information Provided to Butlers

1. Names of the guests and their companion as their spouse, children, personal
assistant, and other staff
2. Title and how they want to be addressed like " Your Majesty", "Madamme", etc.
3. Special request and preference s
4. Itinerary
5. Functions to be organized

B. Ways on Obtaining Information about Guests

1. Internal guest history
2. Guest- related communications
3. Discussion with other department and outsource personnel

C. Tips on How to Handle Information about Guest

1. Do not discuss personal information of the guests with fellow hotel staff.
2. Be careful in using information by not allowing the guest to know that his or her
personal information is being accessed.
Write true on the line if the statement is correct. Otherwise,
replace the underlined word to make the sentence correct.

True 1. Transferring luggage to the guest room is usually handled by butlers.

True 2. Double- stacking and falling off luggage form the trolley must be prevented.
True 3. A detailed sequence of luggage delivery must be created.
Must 4. The butler may or my not ask permission before touching the belongings of
the guests.
True 5. In cases that a luggage is damaged, the guests or their staff must be advised
immediately.
True 6. Shoes must be checked if they need to be cleaned or polished.
Wardrobe 7. Shirts, trousers, coats, suits, and gowns must be placed in the drawer.
True 8. Shoes must be placed at the top of the wardrobe.
True 9. Colors must be arranged from light to dark.
Clockwise direction 10. Items must be packed one at a time in a counterclockwise
direction.

Fill in the blanks with the correct answer.

1. Be discreet and Tactful when giving suggestions on what guests should wear.
2. A butler must count and Record. the items to be laundered or dry-cleaned.
3. Clothes must be separated according to types of fabric, Washing procedure stain,
color, and size.
4. Any damage of items, special request of guests, and other discrepancies must be
reported to the Supervisor.
5. Check Care labels on the clothes before starting to press clothes.
6. Shoe tree is a shoe-shaped device used to retain its shape when being cleaned.
7. Shoehorn is a curved-shaped device used to slide the heel into a shoe.
8. A clean cloth must be used as Mitten on finger when cleaning the inner part of
shoes.
9. A Soft brush must be used to remove dust and dirt on shoes that are made from
sensitive materials.
10. Appropriate type and color of wax must be used when polishing the shoes