Trainer continues to provide trainees with examples of services a venue may be able to offer guests: Arranging room service Rather than room service themselves guests will often ask the valet to organise it If the identifies what they want ensure all necessary details are fully understood. For example, how many serves? How is the steak to be cooked? When do they want it delivered? Also be alert to the opportunity to upsell by recommending items the guest may have overlooked If the guest has not specified what they want, once again, ask questions to identify preferences before making recommendations and/or placing an order Depending on house policy or guest preference there can be a need to – – serve the room service order or this may the role of dedicated room service staff. Providing general advice Guests often ask the valet about information relating to personal services and it is here where local knowledge will be called on. Providing advice/information on personal services relates to topics such as: Hairdressing Medical requirements Legal Shopping Whilst most of this information is available to guests in the room compendium, the is expected to verbally provide reliable and appropriate advice on these topics Wherever possible a hard copy of information (such as brochures, maps and on in publications) should also be provided ‘What’s …’ The advice from the valet should also include knowledge’ tips such as: ‘local The best way to get to a location Who to ask for when they get Places (shops etc.) to avoid and places to make sure they go to. Making or confirming travel arrangements It is not common for valets to be asked to make large-scale travel arrangements as most guests already have an itinerary planned and their travel arrangements made, tickets booked etc. In some cases, the agent or management for the guest will handle these issues There can however be need for the valet to: Change travel arrangements moving the guest to another flight; changing – the departure date or time Make arrangements for day and side while the guest is in residence Contact the airline or travel agent on behalf of the guest to confirm previously made arrangements, or tentative arrangements Where there is a problem with any previously made arrangements this needs to be communicated to the guest as soon as possible so the guest can make alternative arrangements. It is critical any request from the guest relating to travel arrangements is acted on promptly
Trainer continues to provide trainees with examples of services a venue may be able to offer guests: Arranging room service Rather than room service themselves guests will often ask the valet to organise it If the identifies what they want ensure all necessary details are fully understood. For example, how many serves? How is the steak to be cooked? When do they want it delivered? Also be alert to the opportunity to upsell by recommending items the guest may have overlooked If the guest has not specified what they want, once again, ask questions to identify preferences before making recommendations and/or placing an order Depending on house policy – or guest preference – there can be a need to serve the room service order or this may the role of dedicated room service staff. Providing general advice Guests often ask the valet about information relating to personal services and it is here where local knowledge will be called on. Providing advice/information on personal services relates to topics such as: Hairdressing Medical requirements Legal Shopping Whilst most of this information is available to guests in the room compendium, the is expected to verbally provide reliable and appropriate advice on these topics Wherever possible a hard copy of information (such as brochures, maps and ‘What’s on in …’ publications) should also be provided The advice from the valet should also include ‘local knowledge’ tips such as: The best way to get to a location Who to ask for when they get Places (shops etc.) to avoid and places to make sure they go to. Making or confirming travel arrangements It is not common for valets to be asked to make large-scale travel arrangements as most guests already have an itinerary planned and their travel arrangements made, tickets booked etc. In some cases, the agent or management for the guest will handle these issues There can however be need for the valet to: Change travel arrangements – moving the guest to another flight; changing the departure date or time Make arrangements for day and side while the guest is in residence Contact the airline or travel agent on behalf of the guest to confirm previously made arrangements, or tentative arrangements Where there is a problem with any previously made arrangements this needs to be communicated to the guest as soon as possible so the guest can make alternative arrangements. It is critical any request from the guest relating to travel arrangements is acted on promptly