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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Display professional valet standards.
   • Build rapport with clients through effective interpersonal communication.
   • Identify individual client needs and preferences and provide personalised service in line with professional valet standards.
   • Anticipate potential client needs where possible and pro-actively identify and resolve problems.
   • Agree on scope of required services with client.
   • Follow grooming and communication protocols, according to organisational standards.
   • Maintain confidentiality about client property and activities.
2. Care for client property.
   • Unpack, store and pack luggage according to instructions.
   • Prepare and present clothes appropriately, ready for use.
   • Clean shoes using suitable cleaning agents.
   • Make or organise repairs to personal items as required.
   • Organise other property as agreed with client.
3. Arrange services for clients.
   • Proactively offer information and advice about special services and benefits to ensure maximum take-up and profitability of stay.
   • Offer and provide assistance in organising services to meet individual needs and requests.
   • Confirm details of services with clients.
   • Monitor and adjust services to ensure client needs are met.
   • Maintain accurate records of services according to organisational procedures.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

respond to requests from at least six different clients for each of the following:

organisation of bookings or arrangements for services

provision of recommendations for accessing services listed in the knowledge evidence

parking or retrieval of a vehicle

care and maintenance of client property

demonstrate the following professional valet services and standards:

effective communication to determine guest needs

organisational personal hygiene, presentation and grooming requirements.

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Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

communication techniques for building rapport and establishing client needs and preferences

current expectations of valet or butler service in the Australian hospitality industry:

scope of valet or butler services

organisations that offer valet or butler services

services provided by valets or butlers:

restaurant or theatre bookings

room service

special function arrangements

travel or tour arrangements

provision of recommendations for accessing services:

hairdressing

medical

legal

shopping

parking or retrieval of a vehicle

care and maintenance of client property:

living environment

luggage

clothing

etiquette, protocols and standards for professional valets:

confidentiality and privacy

grooming and personal hygiene

dealing with VIP guests

packing and unpacking techniques for clothing and other personal items

sewing techniques for minor clothing repairs

shoe cleaning methods and cleaning agents for different shoe materials.

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