2. Mr King is a United Kingdom resident, he was
bone and brought up there. He owns one of the
biggest foot wear brands in the world. He is a
widower as Mrs king passed on three years
ago and left him with little Mr king who is seven
years old now. He takes his son with him most
of the time especially when schools are on a
break.
Every time he comes to South Africa he stays
with us at the hotel. Mr King prefers a non
smoking room and his favorite room is the pent
house room 420, otherwise superior room 416
as he prefers the yacht facing rooms .Mr king
has his own personal linen designed for him by
the hotel because of his frequent stays at the
hotel. He has a phobia about entering a room
and look straight to the bathroom as this has to
do with the wife‟ death. So always ensure that
his room has a bathroom away from the
entrance.
Mr king loves red wine, his favorite being pinot
noir, he loves Heineken and Peroni . He loves
cheese and his favorite is plain chevin that is
from goat milk. His best restaurant is Vitsig in
Constantia. He enjoys cold play music, The
Parlotones and local musician Henry Ate being

3. Mr King Junior is seven years old and is
doing grade three at Cecil John Rhodes
primary school. He loves
games, hence he spends most of the
time on his play station.
He is a very pleasant and disciplined
young man who takes instruction
very well. However his only
challenge is what to eat and
when, he requests for wrong foods
at the wrong times, like ice cream in
the morning before his breakfast.
He goes to bed every day by
20:30pm after a bed time story, and
he sleeps lightly such that a slightest
noise wakes him up. The suite
should be on do not disturb until he
wakes up, I will have to work as
discreet not to make sounds.

4.  Mr king‟ hotel

6. Executive
Housekeeper
Head Maintenance
Linen manager
housekeeper manager
Butler Florist
supervisors Co-ordinator
Room
Turn down Public area
attendants and
team attendants
Housemen

7.  Boundaries are imaginary lines we establish around ourselves to protect our souls, heart and mind
from the unhealthy or damaging behavior of others. They tell us what is and what is not our
business . Learning to set good boundaries is part of the process of developing a good personal
identity. As I work for my Kings following is the boundaries I will adhere to;
Emotional boundaries
 This will mean I have to manage my emotions and not show to the kings how I feel. As a good
butler I should portray Excellency at all times. I should not get emotionally attached to the Kings
such that I neglect the other guests or Kings, also such that when they leave the hotel I feel
saddened.
Financial Boundaries
 Having excellent control of the petty cash that they may possible give to me. Ensure that all the
records for the expenditure are available and the receipts. If I take Mr King Junior out I should have
proof of his spending so as to account to his father. I should never make personal use of even the
smallest amount from the Kings‟ money.
Domestic Boundaries
 Having respect for others need for privacy. Not using another‟ property without permission. With
permission from Mr King to use his property, I would not do it so as to maintain the boundaries.
Time Boundaries
 Check with the kings when they would like their next service so as to avoid being around them and
clustering their time boundaries. Ensure they have your contact number and make them know you
are around and will be at their service at their will. This will ensure you go to the room expectedly
for turndown, early service at their convenience without interfering with the Kings. My job is to
protect Mr King‟ sanctuary, to support his requirement for a quite time.

8. How should I serve my employer What is expected of me
 You have a principal responsibility to
implement and administer the policies of and  Perform my duties diligently, impartially
programs of your employer. You may hold and to the best of my ability. Observe
views different to your employer, but such
views must not interfere with the relevant occupational health and
performance of your duties. Always work in safety requirements. My activities
the best interest of your employer than
personal interest. outside work should not diminish
How should I serve the public confidence in me or ability to perform
 Treat all people fairly, with courtesy and
my duties.
sensitivity. Act with propriety and be able to
demonstrate this in relation to any advise or How should I treat private information
service you offer.  Never make public comment on the
How should I treat my colleagues
 Respect and seek professional opinions of hotel or about the and any staff
colleagues in their areas of competence and member.
acknowledge their contribution. Treat staff
fairly and involve them in decisions that affect
them

9.  Never ask or give an impression that you are expecting
a tip or an autograph
 Never say you don‟t know as an answer to a guest
 Never chew gum or nibble on food in guest areas
 Smoking in guest areas is prohibited
 Never sing , hum or whistle while on duty and keep
your voice as low as possible.
 Never slouch or lean on furniture, always stand and
walk attentively
 Never use the guest facilities for
example, telephone, bathrooms, Tv etc
 Never discuss or make any statements or talk to the
media about matters concerning our guests.
 Never lie to the guest

10.  Smooth servicing and supplying of guest areas in
and out of the hotel.
 Overseeing staff under my management including
hiring, training and couching, performance reviews
 Drawing up manuals for the gadgets in the hotel.
 Compiling SOP and training documents.
 Regular interaction with other departments to
ensure compliance with guest needs.
 Ensure efficiency, harmony and moral is
maintained through out .
 Organization and orchestration of guests events

11.  Laundry and ironing
 Shoe shine
 Packing and unpacking
 In-room breakfast and beverages
 Seeing to special requests
 Special turndown services
 Pouring of baths
 Pillow menu
 Bath menu
 Function coordinator for your guests
 May travel away from the hotel with the guest

12. Mr king loves the South African protea flower hence the butler has
to ensure that on arrival and on the duration of his stay there will be
fresh arrangements

13.  Guests flagged for “express check-in” are asked to sign in and
we hand them their keys. They are not required to give
passport details or payment/ credit card information.
 Welcome Back (corporate) guests do not even sign in! They
just walk in and we give them a key. No drinks are offered and
no rooming done. The butler will meet them in the room.
 When Mr king brings King Junior, The Family is welcomed by
the Butler at the Reception and taken straight up to their Suite
where the check-in will take place. We will have the register
and credit card machine already set-up in the room, including
the welcome drinks.

14. On arrival depending on the weather and the Kings preferences I
will prepare welcome drinks that will be in their suite entrance table

15. These platters will be refreshed during the duration of the stay

17.  In a hotel set up there is stores and service
areas on each floor for all items, however I
will keep the following in the room pantry
 Cleaning material e.g dish washing
liquid, dish towels, table linen, rubber
gloves, multi purpose cleaner, oven
cleaner, small floor brush and scoop.
 Crockery, Cutlery, Glasses and something's
for entertainment e.g cock skewer, bottle
opener, trays
 Different cooking utensils, pots ,pan, serving
dishes

18. Mr king loves the TWG teas and Lavazza coffee and Mr
King junior enjoys hot Chocolate.

19. -in the small compartment at the front of the
box ,place two Lavazza hot chocolate sachets
-in the big back compartment place the TWG
teas, which are;
-Morrocan mint,
-vanilla bourbon,
-English breakfast,
-French early grey,
-Chamomile and 1837 black
***this set up will be easy for me but especially
the kings when they want to make coffee for
themselves without me.

21. I will always set two tables for them one on the balcony and the
other indoors

23. -
-On arrival I will offer the unpacking
service to the kings
The closet shall be packed with shirts,
trousers , jackets all hang up on correct
hangers
-The hangers will be of cider wood, shirts
will be on plain hangers according to
their colors in their own closet, pants will
be on clip hangers, coats and suit
jackets to be hang on coat hangers.
--T shirts and shorts will be neatly folded
and packed according to colors.

24. -I will pack the suit cases putting the
heavy items to the bottom and lighter
items to the top.
-To ensure that his shirts , pants and
formal suit jackets do not crease , I will
use rolled up tissue paper and place this
on folds.
--his shoes I will pack against the edges
of the suit case building up , socks to be
place in the spaces between the shoes or
inside the shoes.
--the jackets with volume I will pack on
top lastly so as to add more protection to
the other items inside in case Mr King „
Bags are not handled well at the airport
no breakages inside should happen.

25. IN THE TOP DRAW OF THE
TOP OF THE VANITY AREA VANITY AREA

26. .
This is the Kings „ bathroom together
with some towel folds that shall be
used to fold their towels by the butler
-on turn down ensure the towel heater
is switched on to ensure warm towels
for the late bath
-run an excellent bath with the help of
the Spa

28. 1) Switch on all the lights. Go to the balcony and 7) Place the foot mats next to the bed and the
check for dirty and used crockery or empties. slippers, Logos on the same side .
Clean up the area.
8) Place the glass still water ,scotch glass and the
chocolate in line front of the bed side lamp. The
2) Close the door and ensure its locked. Close the Cleaning at your convenience card and pen to be
voils and curtains properly to Prevent any light nearest the bed on the bed side table.
rays from coming in.
9) Ensure the bathroom , shower and toilet is clean
and fully supplied before laying out the bath and
3) Empty all the bins and wipe them clean with the
shower carpets.
white lappie and GP, Pick up any dirt on the
carpet . 10) Check the mini bar area if it is clean and cocktail
bag is empty, ensure all the supplies on the
4) Turndown the bed according to the number of guests coffee station meet the requirement. All crockery
and kettle to be clean.
in the room.
11) Switch on the bed side lamp, Switch on the towel rail
4) Switch on the Television to the required channel and heater and switch off all the other lights.
volume.
5) Place the DSTV guide on the bed
5) If there is any Kings sleep wear fold it neatly and
place on the pillows. pair up shoes and place where
visible to the guest and nearest where they were.
Tidy the clothing.

29. Fun activities like ginger bread man decoration
will be done ,kiddy linen will be used, gown and
slippers of his size shall be put in

30.  Switch on lights  Make the bed
 Check if the safe is locked  Pore water from the electric kettle
 Open curtains and windows into your red bucket , refill the
 Strip the room ,balcony, coffee kettle with fresh 1litre of water(if
station and bathroom the room is occupied)
 Sock all the glasses and crockery  Start cleaning the room from right
in your plastic basin with warm to left or left to right ,top to bottom
soapy water. starting on the side with the
 Soak the bathroom bathroom.
 Take all rubbish and dirty items to  Supply the areas as you go,
the service areas attention to detail is most vital.
 Fetch all clean supply and  Vacuum from the furthest point of
amenities from service area the room to the entrance.
 Dust surfaces
 Close the doors and ensure they
are locked.
 Switch of everything in the room
except for the mini bar.

31. Prevent cross
contamination
(to take germs
from one area to
another)
PURPOSE
Ensure the
To ensure quality
safety of cleaning
everyone,
at all times

32. Chemical and Hazardous Material Register
Potential
MS
Estimate Active PPE Health and hazardous
N Manufactur DS Environmental Disposal
o volumes ingredien Yes/ Safety rating of
.
er Yes/ Concerns means
on site t No concerns material (Low,
No
Medium, High)
Housekeeping Department
1
2
3
4
5

33.  Red- used only to clean the toilet area with
the toilet bowl cleaner or disinfectant
 Green- for cleaning all the wash areas
used with the multipurpose cleaner
 Blue-used in general areas with multi
purpose cleaner or window cleaner
 Yellow-is for dry cleaning ,that is dusting
used with furniture creams

34. Mr king usually requests for lunch set up or dinner
for his meetings with his business associates

35. Mr king loves whisky and I will wow him by organizing a whisky
tasting section in the yacht as they cruise to relax with his friends

36.  The butler will carry the
bags to the car she
would have booked.
 See them off from the
room, opening the lift
doors for them.
 Wish them a safe and
pleasant journey, open
the car doors for them.
 Stand aside a wave
goodbye as they drive
away.

37. Information to put in the bulter‟is
as follows,

38.  06-7:00 morning glory
 7-8am briefing with
housemen &attendants
 8-8:30 briefing with
supervisors
 8:30-14 checking all the
kings rooms
 14:30-14:45 prep for
afternoon tea
 15- 16:30 afternoon tea
for the kings
 16:30-16:45 briefing with
turndown staff and
handover from day shift

39. Emergency response plan in case of a bomb threat
or terror threat
Emergency response plan in the case of a fire
Emergency response plan in case of a medical
emergency

40.  Did an employee escort the guest to his/her room?  Did employee explain any complex technical aspects
 Did the employee introduce themselves of the room (i.e.
 electric curtains, audiovisual equipment, shower
 Did the employee engage in polite, unobtrusive controls,
conversation with the guest?
 Did employee advise how the internet could be
 Was the employee‟s speech clear and use of English accessed in the room (i.e. via Wi-Fi or cable) and
adequate to be fully understood? give their contact number
 Did the employee ascertain if it was the guest's first  Did employee point out location of in room bar and
visit to the hotel mention any complimentary offerings (if applicable)?
 and if it was were the locations of the
restaurants, bars and health Did employee mention the valet/laundry services?
 spa/fitness facilities pointed out (should be offered  Did employee point out any master switches for
as opposed to automatic for returning guests)? lighting (if applicable)? And repeat their contact
 Was the key card operation explained (where number again
required)?
 Did employee point out location of hair dryer
 Once at the room did the employee offer the option Did employee point out directory/room service
of a room orientation? menu?
 Did the employee point out heating/air-conditioning  Did employee point out in room safe?
controls?
 Did the employee offer any additional service before
departing
 (i.e. pressing, coffee/tea, etc.) and offer their
acontact

41.  Was carpet/tiles/wood flooring clean and free of  Was waste paper basket clean and in good
stains? condition?
 Were all walls, doors, baseboards clean and free of
scuffs?
 Were curtains/voiles clean and properly
 Was room at a comfortable temperature on arrival fitted?
and free of odor?
 Was bed neatly arranged and clean  Was a note pad, pen/pencil available next to
each telephone in the room?
 Was the head board clean and in good repair?
Was bed made with clean linen, which was free of  Were wardrobes/drawers clean and free of
stains or tears with the guest name on it any scuffs, dust or debris?
 Was television clean and correctly tuned in?
 Was all upholstered furniture clean and free of
stains?  the clocks in the room ,did they all display
the correct time and were they synchronized
 Were all furniture surfaces clean and dust/smear within two minutes of each other?
free?
 Were all light fixtures in bathroom and
 Were all picture/door/mirror frames clean and dust bedroom working properly and were they
free?
clean and dust free?
 Were all windows/mirrors/chrome/metal surfaces
clean and free of smears?

42.  Was servicing completed by 16h00 each day or
within two hours of hanging/activating the please  Were the guest's clothes folded/neatly arranged
service my room sign
 Was the room generally tidied with all hotel
 Did the employee knock on the door/ring the doorbell
and if required  amenities returned to their places
wait ten seconds, and then knock on the
door/ring the doorbell again  shoes paired?
before entering the room?
 If a do not disturb sign was present was a calling  Was all change or jewellery left untouched?
card/door knob card left under/on the door or a
message left on the telephone?  Were any used glasses or room service soiled plates
and cutlery removed from room?
 If the employee was encountered was he/she well
presented and did they greet the guest with a smile  Were any used laundry bags/lists replaced
and use the guest‟ name
 Did employee draw curtains fully and neatly?
 If guest was present in the room during servicing, did  Did employee empty waste bins and ashtrays and
the employee offer/arrange to return at a later return to their original position
convenient time?
 Was carpet/tiles/wood flooring freshly
vacuumed/mopped and free of
 any debris?
 Was bed neatly made with a clean linen which was
free of stains or tears and was the bedspread/throw
and decorative cushions replaced?

44.  Laundry check list
 Departure check list
 Public areas check list
 Pool check list
 Functions check list
 Valet check list

46.  Nationality
 Purpose of visit
 Company name and position if a corporate guest
 How many times they have come
 Preferred arrangements of their room
 Smoking or non smoking room and their favorite smokes
 Amenities already given, special ones preferred
 Their preference in butler service
 Activities engaged in , restaurants visited with comments on
out comes
 Issues and concerns and how it was resolved in the past.
 Clothes sizes and dietary requirements
 Next of kin name and contacts
 Doctors phone numbers and addresses
 Long distance area codes

47. ****Apologize, offer to rectify and never justify, move on to complete the glitch form
 Glitch Report – Internal Document
 Distribution List: >
 Today’s Date: Time:
 Department(s) where Glitch originated: Reported By:

 Guest Name & RM No:
 Arrival Date: Departure Date:

 Description of Glitch:
 Corrective Action Taken: (Confirm any previous correction action taken)
 Revenue / Cost Implication
 Follow-up Action by HOD:
 Guest Reaction / Attitude:
 How To Avoid Glitch
 Profiled – Yes / No

48.  Supervisor Job Description
 Housemen Job Description
 Pool attendant Job Description
 Public areas Attendant Job Description
 Room attendant job Description
 Turndown attendant Job Description
 Co- Coordinator6‟ job description

49. All my staff will be trained as
follows to bring awareness

50. Global
warming is
when the earth heats
up (temperature rises).
 It happens when the
greenhouse gases (
carbon dioxide, water
vapor, nitrous oxide
and methane) trap heat
and light from the sun
on the earth‟s
atmosphere, which
increases the
temperature.

51.  It is a measure of the
impact our activities have
on the environment ,in
particular climate change.
 It relates to the amount of
green house gases
produced in our day to
day lives through burning
fossil fuels for
electricity, heating and
transportation.

52.  Give suggestions how you, as an
individual can make a positive difference to
save the planet

53. -Your life style – heating, air
conditioning, appliances and
lighting set up.
-Your Habits –switch
off, recycling, showering instead of
bathing.
-Green technology – solar
heating, photovoltaic (PV) panels or
renewable energy.
-Use of public Transport
-Business travel with your car and
flying.

54. What Do You Think We As
A Hotel Are Already Doing
Right To Achieve
Sustainable Operations ?

57.  Every time you switch on a light, drive your
car, run water or put out your rubbish you
are making a decision that affects the
environment.
 Natural resources ,water, coal, oil, land
and fresh air will run out if we use them up
at a rate faster than they can be replenish
themselves.

59. Room
attend
ants
CHECK SHIFTS DAILY
MON TUE WED THUR FRID SAT SUN
DATE 11 12 13 14 15 16 17
OCC 107 85 85 83 69 61 59
STAFFING 15 12 12 12 10 9 8
1st Floor
Amanda E O E O O E E
Nohlahla E E E E E O O
Roxanne LV LV LV LV LV LV LV
Vuyiseka O O E E E E O

60. MO WE MO WE MO
SUN N TUE D THU FRI SAT SUN N TUE D THU FRI SAT SUN N
1 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
Occupancy 90.91 86.8 82.6 90.1 81 71.9 74.4 95.9 89.3 99.2 84.3 86.78 71.9 77.7 72.7 74.4
Arrival 25 22 17 23 19 17 17 48 14 17 15 16 14 11 21 12
Deperature 23 20 17 13 29 28 25 12 22 9 33 13 35 10 28 10
Sup needed E/L 5/2 5/2 5/2 5/2 5/2 5/2 5/2 5/2 5/2 5/2 5/2 5/2 5/2 5/2 5/2 5/2
-8 E/8 E/8 E/8 Main E/8 off off off E/8 E/8 off E/8 E/8 E/8 off off
0 E E E E 07-20 off L L off off E E E 07-20 off E
KIM -1 L off L L L L off off L L L L L L L off
Laeeqah 0 E 07-20 off off E 07-20 off off E E E E E E off L
ANDY -2 off L off E E E E E E E 07-20 off off off E E
-2 E E 07-20 off E E E 07-20 off off E E 07-20 off off off
2 off E E 07-20 off off E E E 07-20 off off E E E E
RELIEVER SUP E off E E E E E E E off 07-20 off E E 07-20