Application
This unit describes the performance outcomes, skills and knowledge required to provide specialist valet or butler services. It requires the use of well-developed interpersonal communication skills plus the ability to care for client property and arrange personalised services.
The unit applies to individuals who provide personalised client services, usually in commercial accommodation establishments. They work independently with limited guidance from others.
No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Elements and Performance Criteria
ELEMENTS | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Display professional valet standards. | 1.1.Build rapport with clients through effective interpersonal communication. 1.2.Identify individual client needs and preferences and provide personalised service in line with professional valet standards. 1.3.Anticipate potential client needs where possible and pro-actively identify and resolve problems. 1.4.Agree on scope of required services with client. 1.5.Follow grooming and communication protocols, according to organisational standards. 1.6.Maintain confidentiality about client property and activities. |
2. Care for client property. | 2.1.Unpack, store and pack luggage according to instructions. 2.2.Prepare and present clothes appropriately, ready for use. 2.3.Clean shoes using suitable cleaning agents. 2.4.Make or organise repairs to personal items as required. 2.5.Organise other property as agreed with client. |
3. Arrange services for clients. | 3.1.Proactively offer information and advice about special services and benefits to ensure maximum take-up and profitability of stay. 3.2.Offer and provide assistance in organising services to meet individual needs and requests. 3.3.Confirm details of services with clients. 3.4.Monitor and adjust services to ensure client needs are met. 3.5.Maintain accurate records of services according to organisational procedures. |
Evidence of Performance
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.
Evidence of Knowledge
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.
Assessment Conditions
Skills must be demonstrated in an operational commercial accommodation environment. This can be:
an industry workplace
a simulated industry environment.
Assessment must ensure access to:
laundering equipment:
hangers
irons
ironing boards
cleaning agents and chemicals:
deodorisers
disinfectants
shoe cleaning supplies
spot cleaning agents
clothing and other personal items:
coats
jackets
shirts
skirts
shoes
trousers
personal protective clothing:
aprons
gloves
sewing equipment:
needle
threads of varying colours
shoes requiring cleaning
clothing requiring cleaning or minor repairs
guests with whom the individual can interact; these can be:
guests in an industry workplace who are assisted by the individual during the assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation.
Assessors must satisfy the Standards for Registered Training Organisations’ requirements for assessors; and:
have worked in industry for at least three years where they have applied the skills and knowledge of this unit of competency.
Foundation Skills
Foundation skills essential to performance in this unit, but not explicit in the performance criteria are listed here, along with a brief context statement. | |
SKILLS | DESCRIPTION |
Reading skills to: | interpret product and service information. |
Numeracy skills to: | calculate service costs. |
Learning skills to: | access relevant resources to locate and plan goods and services that meet client needs. |
Initiative and enterprise skills to: | ensure continuity of service respond flexibly to unplanned or changed client requirements. |
Planning and organising skills to: | maintain and care for client property ensure necessary tasks are organised thoroughly. |
Technology skills to: | source a range of information online within required timeframes. |
Sectors
Hospitality
Competency Field
Accommodation Services