INSTRUCTOR: NOVA AMOR BOBIS - CASTILLO
BUTLER SERVICE SCRIPT
Butler: Good morning ma’am/sir! Welcome to Press the elevator key and hold the
Casa Intramuros! I am , your Butler elevator door as it opens and let the
for your whole stay. Please let me assist you guest enter the elevator first.
with your luggage and please follow me this
way ma’am/sir. Butler: After you ma’am/Sir.
Greet the guest Upon arrival at the elevator /
Butler: I have already checked you in. Pressing the desired floor
Guest will enter the elevator first
everything has been taken care of. I know you followed by the Butler.
had a long trip, would you like some
Lead the guest to the elevator refreshments, tea, coffee or some fruit juice Butler: to press the floor number where
perhaps? I’ll have them sent to your room. the guestroom is located.
Guest: Oh that’s wonderful, a fruit juice
sounds good. Thank you. When going off the elevator, let the
guest exit the elevator first.
Butler must hold the elevator door for
Going off the elevator
the guest.
While walking towards the elevator.
Butler:After you ma’am/sir.
Butler:: Is this your first time in our hotel Guest: Thank you.
Mam/Sir?
Guest: Yes it is my first time here. Lead the guest to her room Butler: This way to your room Mam/Sir
Butler:: I’m hoping that you would enjoy
Brief the guest on different hotel using the facilities of our hotel; you can find
Upon arrival to the guest's room, knock
facilities and services. the infinity pool at the top floor with the
or activate the doorbell and announce
great view of the ocean. You can get a
"Butler Service".
massage at the spa or workout at the gym
which are both located at the 3rd floor.
Butler: (demo) Just tap your keycard
Knock/Doorbell and announce "Butler here and wait for the blue light and open
Guest: That's great, thank you for the
Service" the door.
information.
Butler: My pleasure ma’am. Open the door for the guest, turn on the
lights and let the guest enter the room
first.
Butler: After you ma’am/sir.
Butler: Welcome to your room Ma’am/sir. please let me brief you with your room facilities. (place the suitcase on the rack
and go towards the mini bar) Over here is the mini bar with coffee, tea and water for your refreshments. Also on top is
the safety deposit box for your safekeeping, your bathroom is at the back of the room. You're provided with a bathtub,
hot & cold shower, a complete set of toiletries, hair dryer and fresh towels. We provided you also some up-to-date
magazines. As you requested, a queen size bed with extra pillows. And on the other side is the temperature meter and
Brief the guest on different facilities remote control for the air con. Would you like me to adjust the temperature of the room? The remote controls for your
LED TV, DVD and cable box are here on the table. We have over 100 channels and pay-per-views are also available, just
dial 121 as my speed dial for any assistance.
Butler: Would you like me to unpack your luggage?
Unpacking guest’s luggage Guest: Yes, please.
Butler: (after unpacking) Is there anything you want to ask or request ma’am/sir? Guest: Nothing, that's all fine.
Butler: Here is your key card ma’am. Your wifi password is indicated here at the pocket. Should you need any
Give the Key card and offer assistance
assistance, please feel free to dial 121 as my speed dial.
/ Thank the guest and leave the room Thank you, ma’am, and enjoy your stay.
Checkout Procedure Knock 3x upon entry
Butler: Good morning, Ma’am/Sir, are you checking out today or are you extending your stay?
Guest: I’m checking out today.
Butler: May I pack your things in your luggage?
Guest: Yes, please. Thank you!
Butler: I am done packing your luggage Ma’am/Sir. I will process your check out. How would you like to settle your bill? Is it still with
the credit card registered with us?
Guest: Yes please, thank you!
Butler: May I borrow your credit card Ma’am/ Sir?
Process the check-out in the Club Lounge. Return to the room and Knock 3x again upon entry.
Butler: Ma’am?Sir, you are already checked out. May I assist you with your luggage.
Guest: That’s great! Thank you very much!
Butler: Follow me please.
Lead the guest to the lobby and exit door to their car.
Butler: Your car is ready and waiting upon exit Ma’am/Sir! Thank you for choosing “Casa Intramuros” I hope you enjoyed your stay with
us! We are hoping to see you again soon!
Guest: Thank you also for the wonderful service!
DISCLAIMER: This will only serve as a guide in performing Butler Service. Hence, this does
not assure nor confirm the actual scenario that will be given by the assessor during the
National Assessment for Housekeeping NC 2. Please do further studies and practices.