BUTLER SERVICE

CONVERSATION BETWEEN A BUTLER AND GUEST

When guest arrives, the butler will:

 Guest great upon arrival with a welcoming smile
 Escort guest to the front desk and process registration
 Carry/ coordinate luggage handling
 Escort guests to his suite
 Provide the guest with all information regarding hotel and suite facilities
 Offer to unpack guest luggage
 Offer welcome beverage/ culinary trades
 Take note any requirements guest may have on arrival
 Handle shoe polishing

Butler: Good morning! Sir, welcome to IGMSAT hotel, I am _____ your personal butler and I will serve you
during your stay.
Guest: thank you
Butler: how are you today sir?
Guest: good, thank you.
Butler: Well, may I assist you Sir? Do you have any luggage?
Guest: yes …… in the baggage.
Butler takes the luggage form the baggage and checks its condition
Butler: excuse me Sir?…… You have one place of luggage. Is that correct Sir?
Guest: Yes…….. that’s right…
Butler: Would you like to follow me to the Front Desk Sir?
Guest: of course
Butler: This way Sir,
Guest: Thank you
At the front desk, guest will do the registration. Butler will take care of the guest luggage
and put a luggage tag.
In some cases, butler will help/ assist the guest to do the registration
Butler must be clever enough to get the name of the guest.
After registered the butler will escort the guest to the room
Butler: Are you ready to go to your room MR./Ms. _______?
Guest: Yes ……. I am
Butler: Mr./Ms. ____ your is located on the fifth floor, follow me please……..
Guest: Sure…..
While escorting the guest the butler will explain about general information about hotel
and facilities
 At this moment the butler tries to promote the hotel product.
Butler: Excuse me Mr./Ms. ____, for your information our restaurant is located on the first floor next to the
Pool bar. It is open from 7:30 AM – 11:00 PM. We serve a buffet breakfast from 7:30 AM – 11:AM, lunch and
dinner. We have gym as well. The gym is located at the ground floor behind the lobby and business center also
in the same floor beside the gym, if you want to do a fitness, you can use our gym free of charge from 6:00 AM
-6:00 PM
Guest: Lovely
In front of the room, the butler will explain about the room view
Butler: well MR./Ms. ____ this is your room
Diamond Suite 1…… the room is facing the garden with rose flower. And here is your private balcony where
you can enjoy refreshing time at the balcony.
Guest: Okay
Butler: before you enter the room, would you mind if I open the door and check the room first?
May I borrow your room key, Mr. /Ms.
Guest: oh…… sure..
Butler knocks the door three times announcing Butler Service, and open it. Butler gets in
the room, turn on the lights and turn on the air conditioning unit.
Butler: Well Mr. / Ms. ___ your room is ready after you please.
Guest: Thank you.
Butler takes the luggage and put in the luggage rack.
Butler: Excuse me Mr. / Ms. May I explain your room facilities now?
Guest: Yes…. Please,
Butler: Alright ….. we start from the corner first, this is the living room , where you can sit back, relax and
socialize.
Guest: Okay
Butler: This is your refrigerator and mini bar. We serve softdrinks, beer and milk with the mini bar price list. If
you want to keep your snack you could also use your refrigerator.
Guest: Alright
Butler: This is your telephone, if your want to do local and international call please dial your destination
number with area or country number first followed by the tel. no. If you want an operator service, please dial 0 ,
dial 1 for calling room service, dial 2 for calling front desk, housekeeping and laundry service please dial
number 3, and 4 for butler service…… and yours truly will attend to your needs right away.
Guest: WOW, Thank you
Butler: And you can’t beat a good night sleep Mr./Ms. ____ without our luxurious beds. We have a queen and
single beds. Our room attendants will make it sure to make-up and turn down the beds every day.
Guest: wow
Butler: well, this is your television Mr./Ms. ____ it has 99 channels. If you want to know about your bill,
please choose channel 1. If you want to know about hotel facilities, you could choose channel 2. For a local and
international channel, please find it on the channel list / menu.
Guest: Great
Butler: This is your dining table. You can enjoy your breakfast or meal
Guest: Okay
Butler: Well, this is your shoe rack, Mr. /Ms. ____- you can put your shoes here
Guest: Thank you
Butler: Now we move to your bathroom Mr./Ms. ___. This is your shower, you have cold and hot water. If you
want hot water, please press the red button and cold water, please press the blue one. This is your toilet bowl.
For flushing you just press the flush button on the toilet bowl.
Guest: Sure
Butler: This is your bath tub, MR./Ms. ___. You could enjoy the hot and cold water. The operation is same
with your shower. Red button for the hot water and blue button for cold water. If you want, I could draw a
bubble bath for you just let me know.
Guest: Fantastic
Butler: This is your washbasin with complete amenities. Our room attendants will replenish your amenities
every day.
Guest: Good
Butler: That’s all about your bathroom. Please follow me Mr./Ms. _____
Guest: Sure
Butler: well this is Vanity table, Mr./Ms. _____ in the dinner we have our hotel stationary. This is free of
charge for you Mr./Ms.____
Guest: Lovely
Butler: And this is your wardrobe. It is equipped with hanging side, and insert to store your clothes,
accessories. There is a safety deposit box as well. Please keep your valuable things in the safety deposit box
with digits of secret number or character.
Would you like me to unpack your luggage Mr./Ms.___
Guest: Yes please. Thank you
The butler will continually unpack guest luggage as per standard.
After unpacking…….
Butler: Well, Mr./Ms. ____ this is your laundry bag. If you have clothes and want them to be laundered in our
hotel, please put them in the laundry bag and place it in front of your room or dial 3 for the valet runner to
collect it. Please don’t forget to sign the laundry list.
Guest: Alright.
Butler: Sir/ Ma’am, I will put your luggage handle the unity table.
Guest: Ok
Butler: is there anything else I can do for you Sir/Ma’am?
Guest: I will stand a party tonight. Can you please polish my shoes?
Butler: Okay Sir.
Guest: thank you. You’ve such a big help.
Butler will polish guest shoes as per standards.
Butler: Is there anything else you want me to do Sir/Ma’am?
Guest: no, more thank you very much
Butler: Your welcome Mr./Ms. ____ have a great day, Good bye.
Guest: Bye

Butler: Knock…..knock…knock…. butler service.

Good morning Mr./Ms. ____ May I come in?
Guest: Good Morning …… Come in.
Butler: Sir/Ma’am you are scheduled to check out at 12 noon. Do you want to extend your stay Sir/Maam?
Guest: no, I have to go. I have some appointment to attend to.
Butler: If that so Sir, may I present to you your bill in advance?
Guest: Yes please
Butler: Alright, here’s your bill Sir/ Ma’am. For 5 nights you have been charged for ₱5,000, ₱1,000 for each
night and other cost for laundry and room service. In total, your bill is ₱6,120 Sir/ Ma’am.
Guest: let me check my bill please.
Butler: Sure Sir/Ma’am, No problem, take your time.
Guest: Okay, I guest everything is okay.
Butler will offer packing guest luggage
Butler: Sir/ Ma’am you want to pack your luggage?
Guest: Oh great Yes Please
Butler pack guest luggage as per hotel standards. Checks guest belonging that might have
forgotten.
Butler: Alright Sir/Ma’am, your luggage is ready. I will escort you to the lobby.
Guest: oh, thank you.
While walking
Butler: Well Mr./Ms. ____ did you enjoy your stay with us?
Guest: hmmm… I enjoy it very much. All people here are so friendly.
Butler: Thank you Sir/ Ma’am and thank you very much for staying with us. We are looking forward for you
coming again in our hotel.
Guest: Thank you for all your service. You have a good personal care.
Butler: My pleasure Sir/Ma’am. Have a safe trip home. See you next time. Good bye.
Guest: Thank you. bye.

PERFORMANCE CRITERIA CHECKLIST

TASK SHEET 3.1-3

[Link] and dust shelves and containers before placing the guestroom supplies inside the trolley.
2. check the threads that might have twirled around the wheels.
3. check the rubber bumper if they are worn out.
4. check the screw or sharp edge that could catch your clothing and could cause cuts.
5. request guestroom supplies like linen amenities, cleaning chemicals and cleaning tools through filling up
requisition form.
6. stock the trolley with the requested supplies according to allocated pair or according to the number of
guests.
7. label all the chemicals sprayers to avoid mixing with other chemicals
8. stock the cart by putting all the guestroom amenities on the top shelves.
9. fold bed sheets and towels are filed in the second shelf of the cart:
(Folded towels, pillow cases, pillow slips should be place on the second shelf of the cart)
(Folded linens, bed sheets, duvet jackets, flat sheets should be place on the third shelf of the cart)
10. put chemicals, tools, like scouring pad, rags, and spatula in the lower level of the shelves.
11. place vacuum cleaner, dust pan and soft broom on one side of the room boy’s cart (under the trash bags)
(vacuum cleaner, soft broom, dust pan, cleaning tools, chemicals, should be placed on one side of the room
boy’s cart under the trash canvas)
12. clean the soiled linen canvas and put under liner on the trash canvas.