Packing, Unpacking, Storing, and

Preparing of Guest Luggage

Management
In dealing with guest luggage, a valet
or butler must treat it with care and
respect. Most importantly, avoid any
damages and losses. Overseeing the
activities will ensure that nothing is
forgotten or misplaced during the
transportation of the guest luggage
to their room.
Dealing with guest luggage includes:
 Unpacking of luggage storing of items either in a
room or in another place within the premises,
including the organization of items for safety
deposits;
 Storage of guest luggage;
 Security of guest properties;
 Liaison with posters; and
 Repairs of luggage and/ or replacement of same if
essential.
Dealing with guest clothes includes:

Unpacking and storing in room;

Arranging for cleaning or dry
cleaning and repairs; and
Pressing of items
 Guest request include:

 Organizing repairs to equipment and sundry items;

 Making bookings, including travel, accommodation,
theatre, dining, excursions and tours;
 Making sundry purchases on behalf of the guest as
required, such as flowers, gift, and special needs;
 Responding to unusual circumstances, or issues that
arise during the guest’s stay; and
 Arranging for specific room service and delivery of
room service functions.
 Unpacking
 Ask for keys from the guest to unlock their luggage. Make
sure to check first their luggage. If there is any indication of
tampering or any damages, inform the guest immediately.
 Outside of the luggage must be inspected if clean of any
marks.
 Put luggage on a proper surface to avoid damage. Luggage
rack is the appropriate area to use.
 Ask first for guest instructions before removing all items in
the luggage. Separate items that are clean; dirty items are
sent for laundering.
 Properly place clothing and items neatly folded and stacked
accordingly.
a. Drawers:
Clothes like jumpers, casual shorts, t-shirts, underwear and
the like
b. Wardrobe:
clothes like shirts, trousers, coats, suits, skirts, gowns, and the
like
c. Shoes:
- Should be put at the bottom of the wardrobe
- Separate in pairs- polished shoes and shoes requiring
attention. Stack them in pairs and according to color and
occasions.
d. Bathroom or powder/ make-up room;
Toilet bags
Make-up cases
The is a need for sensitivity when unpacking
guest luggage as the guest may be tired and
irritable from journey:

 It is the decision of the guest to receive valet service, never

force them.
 Work as quickly as possible in order for the guest to have
privacy.
 Some guest will want to unpack bags containing their
personal items but will be happy for valets to unpack the
other bags.
 Be aware of the guest’s emotions.
 Check pockets to remove any items left.
 Check the garments and remove anything attached
to it.
 Complete internal documentation when requesting
for laundry and or dry cleaning.
 Arrange collection of items or delivering of items to
the laundry.
 Indicate specific time when the guest will require
items.
 Obtain house training. This is important because
the liability of the shoes when damages during the
cleaning process will be charged to you.
 When ask by the guest to clean shoes, use polishes
and brushes belonging to them.
 Clean everything every after use.
 Keep cleaning tools together for easy access.
 Use a shoe tree for leather shoes every time.
• Remove laces before starting cleaning and
applying polish. Secure shoes laces, as they will
need to be re-laced in the same way, when cleaning
has been completed.
• Apply polish and polish the shoes using brush or
cloth in accordance with house protocols or
specific advice from the guest.
• Check laces before replacing them.