1.Mr King is a United Kingdom resident, he wasbone 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 yearsago and left him with little Mr king who is sevenyears old now. He takes his son with him mostof the time especially when schools are on abreak. 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 penthouse 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 todo 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 pinotnoir, he loves Heineken and Peroni . He lovescheese 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

2. Mr King Junior is seven years old and is doing grade three at Cecil John Rhodes primary school. He lovesgames, 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 onlychallenge is what to eat andwhen, 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, andhe sleeps lightly such that a slightestnoise wakes him up. The suiteshould be on do not disturb until he wakes up, I will have to work as discreet not to make sounds. 3. Mr king hotel 4. Executive Housekeeper HeadMaintenance Linen managerhousekeeper manager ButlerFlorist supervisorsCo-ordinator Room Turn downPublic areaattendants and team attendantsHousemen 5. 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. 6. How should I serve my employerWhat 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 holdand to the best of my ability. Observe views different to your employer, but such views must not interfere with therelevant 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 diminishHow should I serve the public confidence in me or ability to perform Treat all people fairly, with courtesy andmy duties. sensitivity. Act with propriety and be able to demonstrate this in relation to any advise orHow should I treat private information service you offer. Never make public comment on theHow should I treat my colleagues Respect and seek professional opinions of hotel or about the and any staff colleagues in their areas of competence andmember. acknowledge their contribution. Treat staff fairly and involve them in decisions that affect them 7. Never ask or give an impression that you are expectinga tip or an autograph Never say you dont 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 keepyour voice as low as possible. Never slouch or lean on furniture, always stand andwalk attentively Never use the guest facilities forexample, telephone, bathrooms, Tv etc Never discuss or make any statements or talk to themedia about matters concerning our guests. Never lie to the guest 8. Smooth servicing and supplying of guest areas inand out of the hotel. Overseeing staff under my management includinghiring, training and couching, performance reviews Drawing up manuals for the gadgets in the hotel. Compiling SOP and training documents. Regular interaction with other departments toensure compliance with guest needs. Ensure efficiency, harmony and moral ismaintained through out . Organization and orchestration of guests events 9. 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 10. Mr king loves the South African protea flower hence the butler hasto ensure that on arrival and on the duration of his stay there will befresh arrangements 11. Guests flagged for express check-in are asked to sign in andwe hand them their keys. They are not required to givepassport details or payment/ credit card information. Welcome Back (corporate) guests do not even sign in! Theyjust walk in and we give them a key. No drinks are offered andno rooming done. The butler will meet them in the room. When Mr king brings King Junior, The Family is welcomed bythe Butler at the Reception and taken straight up to their Suitewhere the check-in will take place. We will have the registerand credit card machine already set-up in the room, includingthe welcome drinks. 12. On arrival depending on the weather and the Kings preferences Iwill prepare welcome drinks that will be in their suite entrance table 13. These platters will be refreshed during the duration of the stay 14. In a hotel set up there is stores and serviceareas on each floor for all items, however Iwill keep the following in the room pantry Cleaning material e.g dish washingliquid, dish towels, table linen, rubbergloves, multi purpose cleaner, ovencleaner, small floor brush and scoop. Crockery, Cutlery, Glasses and somethingsfor entertainment e.g cock skewer, bottleopener, trays Different cooking utensils, pots ,pan, servingdishes 15. Mr king loves the TWG teas and Lavazza coffee and Mr King junior enjoys hot Chocolate. 16. -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. 17. I will always set two tables for them one on the balcony and theother indoors 18. - -On arrival I will offer the unpackingservice 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 totheir 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 foldedand packed according to colors. 19. -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 andformal suit jackets do not crease , I will use rolled up tissue paper and place this on folds.--his shoes I will pack against the edgesof the suit case building up , socks to beplace in the spaces between the shoes orinside the shoes. --the jackets with volume I will pack on top lastly so as to add more protection tothe other items inside in case Mr King Bags are not handled well at the airportno breakages inside should happen. 20. IN THE TOP DRAW OF THETOP OF THE VANITY AREA VANITY AREA 21. .This is the Kings bathroom togetherwith some towel folds that shall beused to fold their towels by the butler-on turn down ensure the towel heateris switched on to ensure warm towelsfor the late bath-run an excellent bath with the help ofthe Spa 22. 1)Switch on all the lights. Go to the balcony and 7) Place the foot mats next to the bed and thecheck 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. The2)Close the door and ensure its locked. Close theCleaning at your convenience card and pen to bevoils 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 and3)Empty all the bins and wipe them clean with the shower carpets.white lappie and GP, Pick up any dirt on thecarpet .10)Check the mini bar area if it is clean and cocktail bag is empty, ensure all the supplies on the4) Turndown the bed according to the number of guestscoffee 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 rail4) 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 bed5) 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. 23. Fun activities like ginger bread man decorationwill be done ,kiddy linen will be used, gown and slippers of his size shall be put in 24. 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(ifstation and bathroomthe room is occupied) Sock all the glasses and crockery Start cleaning the room from rightin your plastic basin with warm to left or left to right ,top to bottomsoapy 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 ofamenities from service area the room to the entrance. Dust surfaces Close the doors and ensure theyare locked. Switch of everything in the roomexcept for the mini bar. 25. Prevent cross contamination (to take germs from one area to another)PURPOSEEnsure the To ensure quality safety of cleaningeveryone,at all times 26. Chemical and Hazardous Material RegisterPotential MS Estimate ActivePPE Health and hazardousN ManufacturDS Environmental Disposalovolumes ingredienYes/ Safety rating of. erYes/Concerns meanson sitet No concernsmaterial (Low,NoMedium, High)Housekeeping Department12345 27. Red-used only to clean the toilet area withthe toilet bowl cleaner or disinfectant Green- for cleaning all the wash areasused with the multipurpose cleaner Blue-used in general areas with multipurpose cleaner or window cleaner Yellow-is for dry cleaning ,that is dustingused with furniture creams 28. Mr king usually requests for lunch set up or dinner for his meetings with his business associates 29. Mr king loves whisky and I will wow him by organizing a whiskytasting section in the yacht as they cruise to relax with his friends 30. The butler will carry thebags to the car shewould have booked. See them off from theroom, opening the liftdoors for them. Wish them a safe andpleasant journey, openthe car doors for them. Stand aside a wavegoodbye as they driveaway. 31. Information to put in the bulteris as follows, 32. 06-7:00 morning glory 7-8am briefing withhousemen &attendants8-8:30 briefing withsupervisors8:30-14 checking all thekings rooms 14:30-14:45 prep forafternoon tea 15- 16:30 afternoon teafor the kings 16:30-16:45 briefing withturndown staff andhandover from day shift 33. Emergency response plan in case of a bomb threator terror threat Emergency response plan in the case of a fire Emergency response plan in case of a medicalemergency 34. Did an employee escort the guest to his/her room? Did employee explain any complex technical aspects Did the employee introduce themselvesof 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 employees speech clear and use of English accessed in the room (i.e. via Wi-Fi or cable) andadequate to be fully understood? give their contact number Did the employee ascertain if it was the guests first Did employee point out location of in room bar andvisit to the hotel mention any complimentary offerings (if applicable)? and if it was were the locations of therestaurants, bars and healthDid employee mention the valet/laundry services? spa/fitness facilities pointed out (should be offered Did employee point out any master switches foras opposed to automatic for returning guests)? lighting (if applicable)? And repeat their contactWas the key card operation explained (where number againrequired)? Did employee point out location of hair dryer Once at the room did the employee offer the option Did employee point out directory/room serviceof 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 35. Was carpet/tiles/wood flooring clean and free of Was waste paper basket clean and in goodstains?condition?Were all walls, doors, baseboards clean and free ofscuffs? 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 ofstains or tears with the guest name on itany scuffs, dust or debris? Was television clean and correctly tuned in? Was all upholstered furniture clean and free ofstains?the clocks in the room ,did they all display the correct time and were they synchronizedWere all furniture surfaces clean and dust/smearwithin 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 theyfree? clean and dust free? Were all windows/mirrors/chrome/metal surfacesclean and free of smears? 36. Was servicing completed by 16h00 each day orwithin two hours of hanging/activating the please Were the guests clothes folded/neatly arrangedservice my room sign Was the room generally tidied with all hotel Did the employee knock on the door/ring the doorbelland if required amenities returned to their places wait ten seconds, and then knock on thedoor/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 amessage 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 wellpresented and did they greet the guest with a smile Were any used laundry bags/lists replacedand 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 andthe employee offer/arrange to return at a laterreturn to their original positionconvenient time? Was carpet/tiles/wood flooring freshlyvacuumed/mopped and free of any debris? Was bed neatly made with a clean linen which wasfree of stains or tears and was the bedspread/throwand decorative cushions replaced? 37. Laundrycheck list Departure check list Public areas check list Pool check list Functions check list Valet check list 38. 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 onout 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 39. ****Apologize, offer to rectify and never justify, move on to complete the glitch form Glitch Report Internal Document Distribution List: > Todays 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 40. 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 41. All my staff will be trained asfollows to bring awareness 42. Global warming is when the earth heatsup (temperature rises). It happens when thegreenhouse gases (carbon dioxide, watervapor, nitrous oxideand methane) trap heat and light from the sunon the earths atmosphere, whichincreases the temperature. 43. It is a measure of theimpact our activities haveon the environment ,inparticular climate change. It relates to the amount ofgreen house gasesproduced in our day today lives through burningfossil fuels forelectricity, heating andtransportation. 44. Give suggestions how you, as an individual can make a positive difference to save the planet 45. -Your life style heating, airconditioning, appliances andlighting set up.-Your Habits switch off, recycling, showering instead of bathing. -Green technology solarheating, photovoltaic (PV) panels orrenewable energy.-Use of public Transport-Business travel with your car andflying. 46. What Do You Think We AsA Hotel Are Already DoingRight To AchieveSustainable Operations ? 47. Everytime you switch on a light, drive yourcar, run water or put out your rubbish youare making a decision that affects theenvironment. Natural resources ,water, coal, oil, landand fresh air will run out if we use them upat a rate faster than they can be replenishthemselves. 48. Room attend antsCHECK SHIFTS DAILY MON TUE WED THUR FRID SAT SUNDATE 11121314 15 1617OCC107 858583 69 6159STAFFING 15121212 10 9 81st FloorAmanda E O E OOE ENohlahla E E E EEO ORoxanneLVLVLVLV LV LVLVVuyiseka O O E EEE O 49. MO WEMOWEMO SUN N TUE D THU FRI SAT SUN N TUE D THU FRI SAT SUN N11617181920 2122 23 2425262728 29 30Occupancy90.91 86.8 82.690.1 81 71.974.4 95.989.3 99.2 84.3 86.78 71.9 77.7 72.7 74.4Arrival 25 2217231917 1748 14 1715161411 21 12Deperature23 2017132928 2512 22 9 33133510 28 10Sup needed E/L5/25/2 5/2 5/2 5/2 5/25/2 5/25/25/2 5/2 5/2 5/2 5/25/25/2 -8E/8 E/8 E/8MainE/8 off off off E/8 E/8 off E/8 E/8 E/8 off off 0EE E E07-20 offLLoff offE E E07-20 offEKIM-1 L offL L L Loff offLL L L L LL offLaeeqah0E 07-20 off offE07-20 off offEE E E E EoffLANDY -2off LoffE E E EEEE07-20 off off off EE -2 EE07-20 offE E E 07-20 off offE E07-20 off off off 2 off E E07-20 off offEEE 07-20 off offE EEERELIEVER SUPE offE E E EEEEoff 07-20 offEE 07-20