五星级酒店GRO服务程序 - 图文

标准： Standard: 专职管家应有关于机票事宜的基本知识，并能够完成解决这些问题的基本步骤。 Butlers will have basic knowledge about matters of ticketing and able to complete some basic steps in resolving them. Procedures: 程序： 1. Butlers shall be knowledgeable of type of guest requests relating to matters of air-ticketing: 1. 专职管家在客人各种关机票事宜的要求上应具备足够丰富的知识： Reservation: To reserve/book a seat on a flight for a 预定：为客人或乘客在某一航班上保留/预定guest or passenger. 一个位子。 Reconfirmation: To confirm with airline that guest 确认：与航空公司确认客人将在特定的日期is leaving on a particular day via a particular flight. 经由特定的航班离开。 Change: To change guest’s departure date, flight 更改：更改客人的离开日期，航班号/离开时number/departure time. Re-route: Changing of destination. Endorsement: Changing of carrier/airline company. 间。 变更旅程：变更目的地。 迁票：变更航班/航空公司。 Refund: Can only be done by guest from place of 退票：只能经由客人从出票或购票处完成。 issue or purchasing. 2. 专职管家应对机票上显示的关键信息足够2. Butler shall be knowledgeable of key information indicated on air-ticket: 乘客姓名 Name of passengers 离开日期/时间 Departure date/time 航空公司 Name of airline company 航班号 Flight number 舱位 Class of seats 从哪一城市至那一目的地 From which city to which destination 预定情况 Reservation status 机票号 了解： Ticket number Validity period Free bag allowance Ticket restrictions 有效期 允许随身携带多少包件 机票限制 3. 专职管家在处理这些要求时将总是从客人处询问并得到第二/第三种选择。 3. Butler shall always ask for second/third options from guests upon handling the requests. 4. Butlers shall take personal responsibility of safeguarding guest’s air-tickets during the request 5. 出于参考的目的，专职管家在处理完这些要process. 5. For reference purpose, butlers shall always ask for name of airline staff who he is speaking to after they 6. 专职管家在完成服务后需将客人的机票置done the requests. 6. Butlers shall place guest air-ticket in Air-ticket Envelope upon handing it back to guest after completing of service. 7. Butlers shall always hand air-tickets back to guest in person. Standard: 标准： 4. 专职管家个人在处理过程中将对客人的机票安全负有责任。 求后需总是问得他所与之对话的航空公司员工的姓名。 于票夹内交还给客人。 7. 专职管家总是需亲手将机票交回给客人。 All Butlers will constantly thinking of ways to service the Guest by means of offering Guests Preferences before they ask. By observation of gestures/facial expressions and by knowledge of information in Guest History, we will provide personalized Guests service on a consistent basis. Procedures: 所有的专职管家要经常思考服务客人的方法，在客人提出要求前为客人提供他们想要的服务。通过观察客人的手势/面部表情，以及从客人历史记录上记载的信息，我们将在一贯的基础上为客人提供个人化的服务。 程序： 1. All Butlers shall review all arriving guests 1. 所有的专职管家应熟知所有预抵客人客史needs and preferences located in Guest History. 2. By understanding and studying/updating 2. 通过了解和学习每一位客人的需求和喜好,专职管家将在客人要求前提供服务。 each Guest needs and preferences Butlers will deliver the service before the Guests ask. 3. 通过观察的技巧，专职管家可以得知客人的3. Using Observation Skills one will determine 需求。观察肢体语言，手势，面部表情例如迷Guests needs. Looking at Body Language, 惑，兴奋，搜寻某物等，一位专职管家至少将hand gestures, facial expression such as 提供他/她的帮助。但是如果能确定客人的要里的需求与喜好。 confused, excited, looking for something etc, a Butler will at least offer his/her 求，则需完成对客服务。 assistance. But if it can be determined what 4. 专职管家将在客人不在房间里时检查客房，并从中找到客人的需求与喜好。 the Guest is requiring, then complete the service to the Guests. 4. Butlers will inspect Guest rooms in the absence of Guests to find Guest needs and preference. 5. All guest preference shall be input into 6. 通过来自所有部门的大量信息和统一合并OPERA guest profile in standard format. 输入客史的档案，我们将对所有的客人提供快速有效的服务。 6. Through large amounts of info obtained by all departments and consolidated in Guest History, we will provide fast and efficient service to all Guests. Standard: 标准： 5. 所有的客人喜好必须以标准的形式输入OPERA系统的宾客文档里。 Guests with no arrival time & pick up shall be greeted and received by Butlers on the floor upon their arrival. Procedures: 当没有到达和接机时间的客人到达时，专职管家需在楼层上问候和接待。 程序： 1. Front Service Room Controller will pre-block arrival rooms whenever possible. 2. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying. 3. Upon guest arrives in Reception, GSA shall verify the reservation and inform Butler of this particular guest’s arrival. 4. Butler shall proceed to guest lift lobby of assigned room’s floor and wait for guest’s coming up. 5. GSA, or Lobby Butler shall escort guest to the floor and introduce Butler of that floor to guest at lift lobby. 6. Butler shall greet and receive the guest after being introduced, and proceed to in-room registration and service/facility introduction. (Refer to S&P RM-BU-A020 & A021) 7. After completing the greeting, Butler shall update guest profile with greeting type – Floor Greeting for future reference. 1. 前台客房控制员将把预抵客房事先排定。 2. 专职管家需检查已排定的客房并确保客房已为客人入住做好准备。 3. 当客人到达前台时，前台接待需确认其预定并告知专职管家该客人的到达。 4. 专职管家需在排定的客房所在楼层电梯厅等待客人到达。 5. 前台接待或楼层专职管家需引领客人至楼层，并在电梯厅将该楼层的专职管家介绍给客人。 6. 专职管家需在介绍之后问候并接待客人，完成房内入住登记和服务/设备的介绍。（参考S&P RM-BU-A020 & A021） 7. 完成问候之后，专职管家需以问候类别—楼层问候来更新宾客文档，以备日后参考。

Standard: 标准： Shall there are guests not being greeted and received 专职管家如没有在大堂或楼层上问候和迎接by Butler in the lobby or on the floor, Butler shall make self-introduction and offer butler services. Butler shall take this action within 10 minutes after guest enters the room. Procedures: 程序： 抵店客人，就需要进行客房内的自我介绍和提供专职管家服务。专职管家需在客人进入房间后10分钟内完成 这一任务。 1. Front Service Room Controller will pre-block arrival rooms whenever possible. 2. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying. 3. Upon knowing guest already entered the room, Butler shall check with GSA, who escorted guest just now, to see if any services being requested by guest. 4. Butler shall make self-introduction by knocking on guest room door. Meanwhile Butler may also deliver guest service requests. 1. 前台客房控制员将把预抵客房事先排定。 2. 专职管家需检查已排定的客房并确保客房已为客人入住做好准备。 3. 在得知客人已进入房间时，专职管家需和前台接待核实，刚才谁引领客人进入客房，并去看一下客人是否要求服务。 4. 专职管家需敲门并进行自我介绍。同时，也可以进行客人要求的服务。 5. 自我介绍时，专职管家需使用以下标准用语： 5. For self-introduction, Butler shall use the “Jones先生，我是您的专职管家John。我来送您的咖啡（如果客人要求）我可以占用您following standard phrase: 几分钟时间为您介绍一下房间的设备吗？” ―Mr Jones, I am your Butler John. 6. 如果客人希望你介绍的话，专职管家I am here with your coffee (if it is requested by guest) May I take a few of your minute’s time to introduce some features and facilities of your room?‖ 6. If guest wish to have the introduction, Butler shall proceed with reference to S&P RM-BU-A021. 请在您回来（在方便）时与我联系，我会为7. If arrived guest room is under Do Not Disturb, or 您介绍我自己及使您了解熟悉你的客房设备not in the room, Butler shall leave a message under 和我们的服务。您在按下床头电话上的“专职guest room’s door to notify guest of your presence. The standard phrase shall be: 您的专职管家 Dear Mr./Mrs./Dr. (Last Name) （你的名字） Please contact me when you return(or at your convenience) so that I may introduce myself and familiarize you with room facilities and services. I 8. 专职管家需以问候类别—房内问候来更新宾客文档，以备日后参考。 管家”键后，我会立即到您的房间里来。 需参照S&P RM-BU-A021。 7. 如果客人打着请勿打扰的灯，专职管家需从门缝下塞留言纸，告知客人你的存在。标准如下： 尊敬先生/太太/博士（姓） may be reached by pressing the button marked ―Butler‖ located on your telephone. Your Butler (Your Name) 8. Butler shall update guest profile with greeting type – In Room Greeting for future reference. Standard: 标准： Guests with arrival time and airport pick up shall be 专职管家需在客人到达时，于酒店大堂入口greeted and received by Butler at the hotel entrance upon arrival. Procedures: 程序： 处问候并接待有到达和接机时间的客人。 6. Rooms for guests with arrival time and 1. 有到达和接机时间客人的房间将由前台客airport pick up will be pre-assigned by Front 房控制员在早晨事先排定。 Service Room Controller in the morning 2. 专职管家需 事先检查所排定的客房，确保whenever possible. 7. Butler shall inspect assigned guest room and 在客人到达前客房已为客人入住准备就绪。 ensure everything in the room is ready for occupying prior to guest’s arrival. 8. Command Center will notify Butler what time the arrival guest leaves the airport, and what the vehicle number is for the car. 4. 专职管家需至少在客人预估到达前10分9. Butler shall come down the hotel entrance to 钟，拿好该客人的入住登记本，在酒店大堂入口处等待迎候客人。 standby for greeting at least 10 Mins before estimated arrival time of guest, with this 5. 当客人走进酒店入口时，专职管家需接近guest’s welcome folder. 并以热情的微笑问候客人： 10. When guest walk into hotel entrance, Butler shall approach to him and greet him with warm smile: a. ―Good Morning/afternoon/evening, Mr Jones, Welcome to St. Regis Shanghai. I am your Butler Steven. Please let me show you the way to your room.‖ (if guest is 1st visitor) b. or ―Good Morning/afternoon/evening, Mr Jones, Welcome back! I am your Butler Steven. Please let me show you the way to your room.‖ (if guest is return one) “早上/下午/晚上好 Jones先生,欢迎来上海3. 控制中心会告之专职管家将抵达的客人出机场的时间和接机车号。 瑞吉红塔大酒店。我是您的专职管家STEVEN。请让我带您去您的房间。”（如果客人是第一次来） 或者“早上/下午/晚上好 Jones先生,欢迎回来！我是您的专职管家STEVEN。请让我带您去您的房间”（如果客人是回头客） 6. 问候之后，专职管家需带领客人进入他/她的房间，进行房内入住登记和客房介绍。（参照S&P RM-BU-A020 & A021）。 11. After greeting, Butler shall show guest the

way to his/her room for in-room registration 7. 在完成问候之后，专职管家需以问候类别& guest room introduction. (Refer to S&P —大堂问候来更新宾客文档，以备日后参考。 RM-BU-A020 & A021) 12. After completing the greeting, Butler shall update guest profile with greeting type – Lobby Greeting for future reference. Standard: 标准： One piece of white board is located in every 每个专职管家工作间都有一块用来记录特定相应楼butler’s pantry room, which is served as place 层客人信息的白板。专职管家有责任在每个班次内of recording guest information of particular floors. Butler is responsible for updating guest information on the white board on a shift basis. Procedures: 程序： 更新白板上的客人信息。 1. The information whiteboard contains the following information regarding to in-house/arrival guest on particular floors: a. Guest name b. Room number c. Room status d. Fruit e. Flower f. Personal bar g. Complimentary pressing h. Service follow up 2. One white board shall be assigned for recording guest information of two floors. 3. Butler shall update white board at the beginning and closing of his/her daily duty. 9. 信息栏白板据特定相应楼层的住客/到客情况包括以下信息： a. 客人姓名 b. 房间号 c. 房态 d. 水果 e. 鲜花 f. 个人迷你吧 g. 免费熨烫 h. 需跟进的服务 10. 一块信息栏白板用来记录两个楼层的客人信息。 11. 专职管家需在每日工作开始和结束时更新信息栏白板。 Standard: 标准： All guest room must 应按照宾馆规定标准及时间清扫客房，以便客房出售。 be cleaned according to The St. Regis Shanghai standard. All guest room must be cleaned within regulated period of time so that they will be released for sale. All rooms must be inspected after cleaning. Procedures: 程序： 1. Ensure cleaning chemicals, equipments and 1. 确保清洁济、清扫设备与客房用品均已备妥。 guest supplies are ready. 2. Enter the room. Open the curtains and window if weather permits. 3. Collect the trash. 4. Check room contents. Report missing or damaged items at once. Report any Lost & Found items to Housekeeping Order-taker if any. 5. Make the bed. 6. Clean the bathroom. 7. Clean the shower. 8. Clean the toilet. 8. 清理座便器。 9. 清理洗脸盆。 3. 收集垃圾。 4. 检查房间。立即向客房部报告缺损用品以及客人遗留物品。 5. 做床。 6. 清理卫生间。 7. 清理沐浴设备。 2. 进入房间。如气候允许，打开窗帘与窗户。 9. Clean the sink/vanity. 10. Remove fingerprints. 11. Wash the floor. 12. Dusting the room. 13. Wipe clean electrical equipments. 14. Replenish guest supplies. 15. Check the windows. 16. Vacuum carpet & upholstery. 17. Make a final check before leaving the room. 10. 擦去遗留的指印。 11. 清洗卫生间地板。 12. 擦灰。 13. 清理电器设备。 14. 补充客房用品。 15. 检查窗户。 16. 吸尘。 17. 最后检查并离开。 Standard: 标准： All guests should be served and treated in a courteous 在任何情况下，前厅部员工都应礼貌地接待manner at all times, as they are the most important persons in the hotel. All associates should strive to fulfill guest needs whenever possible, in order to make their stay a most enjoyable one. SGSS should be the guideline for all interactions with guests. Procedures: 程序： 每位客人，因为客人是饭店最重要的人。所有员工都应尽力满足客人需要以使客人在本饭店居住愉快。在对客服务时，应将喜来登对客服务满意标准作为工作的准则。 1. The guest is the most important person in the hotel. 2. The guest is not dependent on us -We are dependent on the guests. 1. 客人是整个服务过程中最重要的人。 2. 客人并不依靠我们—我们依靠客人。 3. 客人并不会打扰我们的工作，客人是我们3. The guest is not an interruption of our work, he/she is the purpose of it. 工作的意义所在。 4. 客人在本饭店居住是给我们一个展现优质4. The guest does us a favor when he/she stays in our hotel, we are not doing him a favor by serving him. 服务的机会。 5. 客人在本饭店的需求我们将尽力满足并努5. The guest is one who brings his/her needs, it is our job to exceed his/her expectations. 力提供物超所值的服务。 6. 客人期待饭店能提供最热心、周到的服务。 6. The guest is deserving of the most courteous and attention treatment we can give. Standard: 标准： 倾听客人的陈述，We will be collecting Guests Needs and Preferences at 我们会利用任何机会(如观察、every opportunity by observations, listening to the 分析并准确记录恰当的信息的方式)来收集客人Guests, analyzing and accurately recording pertinent 的需求与嗜好并记录在客人资料库中，以便在information into our Guest History. We are obtaining this in order to provide the services and needs of our Guests before they need to ask. Procedures: 1. All Butlers will listen carefully in detail and record all Guest Request and questions. 2. Shift leader/Butlers of each shift will consolidate all Needs and Preferences into the OPERA system, guest profile in an organized manner. The guest preference shall go into the following categories: o Arrival needs o Daily actions o Preference o Problems o Solutions o Gifts 3. The following are some examples of needs and preferences of Guests: a. Likes Bananas b. Likes Pepsi, do not like Coco Cola c. Sleeps on the Right Side of the Bed d. Likes Cappuccino e. Prefers USA Today newspaper f. Enjoys Bailey’s on the Rocks after dinner. g. Requires extra Blanket h. Enjoys Chinese Opera 4. 除了倾听，所有的专职管家要求做到通过检4. Other than listening, all Butlers are required 查客房来收集客人的喜好。然后，再次记录在交班本上。 to observe Guest needs and preferences by inspecting Guest Room. Again, record on h. 喜欢中国戏剧 g. 要求加毛毯 f. 喜欢在餐后喝 Bailey酒 e. 爱看报纸《今日美国》 程序： 1. 所有的专职管家将仔细倾听和记录所有客人的要求和问题的细节。 2. 每一个班次的领班/专职管家应该把所有客人的喜好以一种有组织的方式整合并记录在OPERA系统里，客人的喜好应该包括以下内容： 客人开口之前为客人提供服务。 o 抵达需求 o 每日所需 o 喜好 o 产生的问题 o 解决结果 o 礼物 3. 以下是客人需求与喜好的一些例子： a. 喜欢香蕉 b. 喜欢百事可乐，不喜欢可口可乐 c. 喜欢睡在床的右边 d. 喜欢喝卡布其诺 Log Book. 5. 收集客人的需求与喜好是所有员工的责任。5. Collection of Guest Needs and Preferences 例如，客房服务员应该在观察或接到客人的要will be the responsibility of all Associates. 求后告知专职管家客人的喜好。然后，专职管For example, Room Attendants should advise Butlers on certain observations or request received from the Guests. Butler will then record in logbook whilst gaining knowledge of those guests. 6. Listen and write down ALL Guest request and questions, in order to proper obtain all Preferences. Standard: 标准： 6. 为了更好地收集所有客人的喜好，必须倾听并记录下所有客人的喜好和问题。 家将把得到的那些客人的喜好记录在交班本上 。 Butler shall make courtesy call to guests the night 专职管家应在客人离店前晚致问候电话，以了before their departure in order to check guest comments and offer various services concerning departure arrangement. Procedures: 程序： 解客人的意见并为其离店提供各种服务。 1. Butler of afternoon shift shall check system guest information to identify the next day’s departure guests within his working station. 2. Butler of afternoon shift shall make courtesy call any time before 9 pm in order to obtain guest comments and offer departure services, such wakeup call, car arrangement. 3. Upon making the courtesy call, the standard phrase can be: 1. 专职管家应从系统中核查客人的信息以确定在自己工作楼区明天预计离店的客人。 2. 中班的专职管家应在晚上9点前晚致问候电话，以了解客人的意见并为其离店提供服务，例如早晨叫醒服务及安排车辆接送。 3. 在致以问候电话时，标准用语如下： “Jones先生，我是您的专职管家John。我们的―Mr Jones, this is your Butler John. Our record shows that you will be leaving tomorrow. I am 记录显示您明天将要离店。我现在打电话给您只是借此机会向您选择并入住我们饭店表示calling you now just wish to take this opportunity to 万分感谢。我同时也希望知道我能为您明天的say it is great pleasure to have you with us and thank 离店安排提供社么帮助，例如叫早，整理行李，you for having chosen our hotel. I also wish to know if I can be of assistance of your departure arrangement, such wakeup call, packing service, in room check out and car arrangement.‖ 4. Most important of all, Butler shall always try to make face-to-face courtesy call whenever possible to ensure our sincere appreciation being passed through. 5. Butler shall ensure whatever guest requests to be 4. 最重要的是专职管家应尽量与客人进行面对面的问候，无论何时都应确保表达我们真诚的感谢。 5. 专职管家应确保客人提出的要求都将由相应的不同部门跟进。 6. 专职管家应将问候电话记录在宾客问候电话记录表上，以便于第二天的早班专职管家能够在客人离店时跟进客人所要求的服务及送别。 客房内离店手续的办理和车辆的安排。”

followed up various departments accordingly. 6. Butler shall make record on Guest Courtesy Call Log form so that Butler of the next day’s morning shift will be able to follow up with required butler services and farewell guest upon their leaving. Standard: Butlers will accept and deliver all Laundry & Dry Cleaning Request in a Professional and courteous manner. Procedures: 1、 The Laundry Attendant who delivers all contact the Floor Butler and pass on all the completed items. 2、 楼面专职管家要检查所有衣物并立刻指出2、 The Floor Butler will inspect all items and point 任何存在的问题，并向洗衣房领班或经理报out any concerns immediately and rectify them with the Laundry Shift leader or Manager. 3、 专职管家要一样样的把洗好的衣物送返客3、 The Butler will then one by one deliver the laundered items to the Guest Room. 4、 如果客人在客房里，专职管家要用下面例4、 If the guest is present in the room the Butler will politely use the following example in talking to the guests: A ―Sorry to disturb you Mr. Jones, we have your laundry/Dry Cleaning.‖ B ―May I place them in the closet for you?‖ 5、 Offer to the guests if they require you to put away their items in closet, drawer’s etc. Always use care when handling guests clothing and other personal items. Refer to unpacking of items! 6、 如果客人不在房中，进房程序参照进入无人房间的标准。 B、我可以为您把他们放入橱中吗？ 5、 如果客人要求你帮他们把衣物放入橱中或抽屉中，你要为他们放好，要小心处理客人衣物或其他私人物品。参照打开行李的做法。 A、***先生，抱歉打扰您，我们已经把您的衣物洗/干洗好了。 子中的用语有礼貌的与客人交谈： 房。 告。 程序： 1、 所有需要把已清洁或干洗的衣物送回给客并把洗完的衣物交给他。 标准： 专职管家要以专业周到的态度接受和送返所有送洗或干洗的要求。 Laundry/Dry Cleaning items back to the Guests will 人的洗衣房的员工，需要与楼面专职管家联系6、 If the guests in not present in the room, enter 7、 把悬挂的衣物放入橱中，把篮子里的衣物放在沙发边上除非客人的资料库或喜好表明room following the standard for entering an unoccupied room. 有另外不同的摆放。 7、 Place the hankered items in the closet, and the 8、 无论何时可能的情况下，在稍后遇见客人basket items on the end Sofa, unless guest History or preferences state otherwise. 的时候询问客人对洗衣/干洗是否满意。 8、 Whenever possible if you meet the guests later 9、 在交班单上记录所有需要记录在客人资料inquire if all Laundry/Dry Cleaning items were to their satisfaction. 9、 Record all requests in the guest Preference log sheet, which will be recorded in Guest History. Standard: We will be collecting Guests Needs and Preferences at every opportunity by observations, （如观察、倾听客人的陈述，listening to the Guests, analyzing and accurately 我们会利用任何机会来收集客人recording pertinent information into our Guest 分析并准确记录恰当的信息的方式）以便在客History, We are obtaining this in order to provide 的需求与嗜好并记录在客人资料库中，人开口之前为客人提供服务。 the services and needs of our Guests before they need to ask. Procedures: 1. All Butlers will listen carefully in detail and record all Guest Request and questions. 程序： 1、专职管家应认真听客人的陈述并记录客人所有的需求与问题。 标准： 库里的要求。 2. Record all needs and preferences of each Guest 2、每天都将每位客人的需求与喜好输入客人的into the Guest History log book on a daily basis. 3. Shift leader/Butlers on overnight shift will consolidate all Needs and Preferences into the Fidelio system in an organized manner. 4、下列是一些客人的需求和喜好的例子： 4. The following are some examples of needs and preferences of Guests: a. Likes Bananas b. Likes pepsi, do not like Coco Cola c. Sleeps on the Right Side of the Bed d. Likes Cappuccino e. Prefers USA Today newspaper f. Enjoys Bailey’s on the Rocks after dinner. g. Requires extra Blanket a. 喜欢 b. 喜欢百事可乐，不喜欢可口可乐 c. 喜欢睡在床的右侧 d. 喜欢CAPPUCCINO e. 喜欢报纸《今日美国》 f. 餐后喜欢喝冰冻BAILEY g. 需要加羊毛毯 h. 喜欢京剧 资料库中。 3、值夜班和领班或专职管家应在Fidelio系统中组织好客人的需求与喜好。 5、除了倾听，专职管家在检查客房时要注意观h. Enjoys Chinese Opera 察客人的需求与喜好，并记录在交班本上。 5. Other than listening, all Butlers are required to 6、 所有的员工都有责任收集客人的需求和喜observe Guest needs and preferences by inspecting 好，比如房间服务员应将其观察到的，或是客人Guest Room. Again, record on Log Book. 6. Collection of Guest Needs and Preferences will be the responsibility of all Associates. For example, 7、 鼓励客人将客房中的客人喜好卡填好。 Room Attendants should advise Butlers on certain 为了得到客人正确的喜好，请仔细倾听客人observations or request received for the Guests. 8、所有的要求和问题并记录下来。 Butler will then record in logbook whilst gaining 提出的要求告知专职管家，然后专职管家应将获得的客人信息记录在交接本上。 knowledge of those guests. 7. Encourage All Guests to provide their preferences by completing the Preference card in the room. 8. Listen and write down All Guest request and questions, in order to properly obtain all Preferences. Standard: All Butler associates will be fully prepared to answer guest inquiries at the commencement of their shift, and will have updated information on hotel facilities readily accessible, to meet guest’s requests at all times. Procedures: 1. Complete timesheet sign on arrival at work 2. Arrive at the specific workstation at least 15 minutes prior to of shift, in full and correct uniform. 3. Read and sign the department logbook. 4. Attend beginning of shift briefing conducted by the Guest Service Manager and duty shift 5．确保所有相关信息和报告均已正确交接，包括抵店、住店以及离店贵宾 leader. 5. Ensure all information and reports are handed over from the previous shift including arrivals, departures, VIPs in house or due to arrive, items outstanding to action on the trace 的信息，跟踪报告上未完成的内容，对部门未完成事宜跟进。 3．阅读部门交班本并签名。 4．参加由宾馆服务经理和当班主管主持的部门交班会。 程序： 1．在签到本上签到。 2．正确着装。 标准：所有前厅部员工在开始当班前必须做好准备工作，对饭店住处确保及时了解及更新，正确解答客人问题。 report, Update relevant information on whiteboard. 6．确保使用正确的密码进入前台系统。 7．如所在区域有Micros终端，也应进入主屏幕。

6. Check computer terminal is logged on to the sign in screen. 7. Check micros terminal is logged on of available. 8. Read and initial daily event orders and update information on the white board where necessary. 9. Check Guest Service Manager and Duty Manager roster to see who is on duty during shift. 10. Ensure adequate supplies of stationary at workstation, including(pens, message pads, and other paper material, etc.)are readily available at workstation. 11. Ensure workstation is clean and tidy. 12. Take over last shift’s duty according to a copy of checklist to ensure nothing being missed out. 11．确保电脑终端工作正常，设备整洁。 12．以交接班检查表为指导，确保无任何事情遗漏。 9．了解当班宾客服务经理和当日值班经理名单。 10．确保营业备品数量，包括（笔、留言单等。） 8．阅读饭店事件表，如有变动需标注在前厅部留言白板上。 Standard: To maintain The St. Regis Shanghai standard of guests. Though proper training of speaking, standing, facial expression ,we will meet the expectation of the St. Regis. Procedures: 1、All Butler Associates will handle themselves in a professional manner at all times to all guests. 程序： 1、所有专职管家部的员工在所有时候对所有的客人都必须表现出一种专业的态度。 标准： 保持瑞吉的专业标准、周到的服务及为所有客立姿势、行走、整体表现、肢体语言、手势和professionalism, courteously and excellent service to all 人提供优质的服务。通过正确的语言表达、站walking, overall presentation, body language, gestures and 面部表情的训练，我们将达到瑞吉的期望要求。 2、All Butler Associates will speak and listen very politely 2、所有专积管家部的员工在所有的时候对待所and courteously to all guests all the time. 3、Professional and polite words in English to be used are: 有客人都是用礼貌周到的态度倾听或交谈。 3、使用专业礼貌的英语单词： Certainly, yes, how may we assist you, we certainly will 当然，是，我们能帮您吗？JONES先生，我们be able to complete that request for you, Mr. Jones, we 当然能满足您的要求。我们将根据您的要求把will bring apply that charge to your room bill per your request. 4、当与客人交谈和倾听时，我们一贯以正确的4、We always stand straight with proper posture and hand 姿势笔直站立和手部摆放在正确的位置。 location when listening or talking with guests. 5、当与客人交流时，我们和客人之间保持正确5、E are within proper and comfortable space between we and the guests whilst communicating. 6、所有时候我们都仪表得体，保持个人卫生。 6、We are always well groomed and have personal hygiene at all times. 7、Guests always exits or enters first. 8、A smile will always relax the tension or situation. 9、Don not interrupt when a guest is speaking. 10、 Show concern and attention to all guests. Standard: To Politely and Professional request assistance of a fellow associate in order to deliver the service to guests. To maintain a good working 为了向客人提供服务，要求用礼貌专业的态度relationship and continue cooperation in the future 向同事寻求协助，在将来工作中与所有员工保持良好的工作关系及持续的合作。 with all Associates. Procedures: 程序： 标准： 7、客人一贯优先进出。 8、笑容能使紧张气氛或情形变轻松。 9、不要打断客人说话。 10、 对所有客人都要表示出关心和关注。 和适当的空间距离。 这笔费用记入您的房间帐单里。 1、 Whenever we require asking for assistance from 1、 每当我们从同事那里寻求协助时，我们要your associate we will use empathy and understanding 用替人着想，理解的的态度说话或提出要求。 in the way we voice and communicate our request(s). 2、 我们要使用词句并加上面部表情，这比起2、 We will use words and phrases along with facial 下一道命令更能表达寻求帮助之间。以下词句expressions that portray a asking for help rather than a command. The following words and phrases will be used often. l Would you paease assist in delivering two more adapters as Mr. Jones in 2311 has just requested. Also A、 请你帮忙再送两个转换器给2311房的JONES先生。并且他要求越快越好，因为他有一些紧急的工作要完成。 会经常用到：

he asks that it be done ASAP, as he needs to complete B、 MIKE1208室的SMITH先生要求确认一some urgent work done. 下他的机票。我相信我们已有所需的信息，你能找出来并在你最方便的时候告诉我。非常感l Mike, Mr. Smith in 1208 is requesting confirmation of his airline tickets. I believe I have gotten all the required information, could you please follow up and C、 ANN，JOHNSON女士让我打一份2页get back to me at your earliest convenience. I would 的文件，她在下午三点的会议上要用。我真的appreciate very much! l Ann, Ms. Johnson has asked me to type a 2-page document for her and she requires it for her 3:00PM meeting this afternoon. I really need your assistance, 3、 如同在其他任务中提到的，向同事提供客as your typing speed is much better than mine. Would 人的反馈是十分重要的。为了持续良好的团队you have the time to complete this by then? Yes, Great! Thank you so much for your cooperation! 合作精神，使员工得到积极的心理强化是十分重要的。 需要您的帮助，因为您的打字速度比我快的多。你能在下三点之前完成吗？好，太棒了，十分感谢您的合作。 谢。 3、 As mentioned in other task, it is very important to 4、 积极的心理强化是一种激励人们继续他们provide feedback to associates that you received from the guests. In order to continue the fine cooperation and teamwork it is vital that all associates receive positive reinforcement. 4、Positive Reinforcement is comments that energize and motivates all people to continue their fine work B、MIKE，我想让你知道，SMITH先生对你帮忙确认机票感到很满意。 attitude and cooperation. Positive feedback can also come back from associated themselves. For Example: C、 DOLLY，谢谢你在很短的时间内安排了A、 ANN，谢谢你完成那份文件。JOHNSON女士十分欣赏您的努力，我也要感谢你对我的帮助。 良好的工作态度及合作的评优估。 l Thank you Ann for completing that 2-page document. 那些转换器，JONES先生很高兴并按时赴了约。 Ms. Johnson was very appreciated for your efforts and I let her know. I also want to say thank you from me as well for your fine help. l Mike, Mr. Smith was very satisfied with your assistance in confinming his airline tickets. I wanted to let you know. l Dolly, thank you for arranging those adapters and in a very quick time span. Mr. Jones was very happy and he made his appointment on time. Standard: Butlers will Greet all guests and Associates 标准：所有时候专职管家都要向所有的客人和at all times. Whether it is in Guest Room, Guest offer a smile and appropriate greeting to all. Procedures: 员工打招呼。无论是在客房，走廊，大堂，或并打招呼。 程序： Corridors, Lobby, Both and other areas, Butlers will 所有其他地方，专职管家都要向所有的人微笑1、 Butlers will greet all Guest with the following 1、 专职管家要用下列句子向所有的客人打招phrase: l ―Good morning/afternoon/evening, Mr. Jones.‖ l ― How are you today?‖ 呼： l “早上/下午/晚上好，JONES先生” l “您今天过得如何？” 2、 Butlers will courteously step aside for the guest to 2、 专职管家要有礼貌的站在一边，因为无论always go first whether in elevator or walkway. 是在电梯里还是在走道里都要让客人先行。 3、 Butlers will show proper body language and Facial 3、 专职管家要用正确的肢体语言和面部表情Expressions that reflect the warm friendly attitude of 来显示出瑞吉上海大酒店热情友好的态度。 the St. Regis Shanghai. 4、 专职管家要向所有瑞吉上海大酒店的员工4、 Butlers will greet and smile all Associates of the St. 微笑打招呼，借此保持愉快团队合作的传统。 Regis Shanghai, which will support the culture of Fun, cooperation and teamwork. l “MICHAEL谢谢你今晚的帮助。JONES先生对我们的服务很满意。” l ―Thank you Michael for your assistance this morning. l “下午好CAROL，在SAINT过得怎么样？” Mr. Jones was very pleased with our service.‖ l ―Good afternoon, Carol. How is it going in the Saint’s?‖ 5、 微笑是向所有客人和员工打招呼的一部分。 5、 A smile is part of the Greeting Function for all 6、 所有打招呼都是出自内心最真实自然的表达。 guest and Associates. 6、 All greetings should be natural feeling and expressed through the Heart. Standard: All Butler associates will present a clean, 标准：前厅部所有员工必须具有整洁、专业的tidy and professional image at all times. Procedures: Males: 仪容仪表 程序： 男性： 1、 Hair should be regularly, neatly groomed, off the 1、 头发清洁，梳理整齐，发色自然，头发长collar, and maintained in natural color. Side bums may not exceed 5 cm. 2、 指甲修剪整齐，保持清洁。 2、 Nails must be kept clean, short and well trimmed. 3、 身体无异味。 3、 All male associates should be clean at all times whilst on duty. 4、 Moustaches are not permitted in front of house 4、 不可蓄留络腮胡。 度不超过衬衫衣领，鬓角不超过5公分。 areas. 5、 Beards are not permitted. 6、 After-shaves or other fragrances may be used in moderation. 5、 不可蓄留胡须。 6、 须后水或其它清淡的香水可以使用。 7、 每天开始当班前需淋浴。 女性： 7、 Showers must be taken before start of shift. 1、 指甲修剪整齐，可使用无色、透明指甲油。

Female: 2、 发色自然，头发清洁，按饭店标准整齐地1、 Clear or flesh colored nail polish is acceptable. 2、 Hair must be washed, dried, neatly combed and arranged in attractive and easy to maintain style. Hair color should appear natural. 3、 Perfume or other fragrances may not be used in moderation. 4、 Showers must be taken proit to start of shift. 5、 Conservative use of make-up for natural look is preferred. 4、 每天开始当班前需淋浴。 5、 上班前应适当修饰，自然化妆。 6、 可以佩戴耳环，长度不能超过1厘米。 7、 可以佩戴一枚结婚戒指或订婚戒指。 8、 穿着饭店规定的长统丝袜和工作鞋。 梳理。 3、 不可使用浓郁的香水。 6、 One pair of earrings, they should not be large or 9、 制服和名牌是仪表的一部分，客房服务会为你清洗制服，然而，你自己也负有保持制服gregarious and under 1cm in size. 清洁和正确熨烫的责任。 7、 One ring is acceptable, if wedding or engagement ring. 8、 Shoes must be closed in court shoe style, stockings, are to be worn at all times. 9、 Uniform and Badge is part of your grooming. HSKP cleans the uniform, however, It is your responsibility to ensure your uniform is clean and pressed properly. Standard: 标准： All guests should be served and treated in a courteous 在任何情况下，前厅部员工都应礼貌地接待每manner at all times, as they are the most important 位客人，因为客人是饭店最重要的人。所有员persons in the hotel. All associates should strive to their stay a most enjoyable one. SGSS should be the 工都应尽力满足客人需要以使客人在本饭店务满意标准作为工作的准则。 fulfill guest needs whenever possible, in order to make 居住愉快。在对客服务时，应将喜来登对客服guideline for all interactions with guests. Procedures: 1、 The guest is the most important person in the hotel. 2、 客人并不依靠我们，我们依靠客人。 2、 The guest is not dependent on us—We are dependent on the guests. 3、 The guest is not an interruption of our work, he/she is the purpose of it . 4、 客人在本饭店居住是给我们一个展现优质服务的机会。 4、 The guest does us a favor when he/she stays in our hotel, we are not doing him a favor by serving him. 5、 客人在本饭店的需求我们将尽力满足并努力提供物超所值的服务。 5、 The guest is one who brings his/her needs, it is our 6、 客人期待饭店能提供最热心、周到的服务。 job to exceed his/her expectations. 6、 The guest is deserving of the most courteous and attention treatment we can give. Standard: The manager or shift leader will use the logbook for any appropriate information relevant to the clearly to ensure everyone concerned can read the information without difficulty at all times. All associates must read the logbook at the start of each shift when they report for duty prior to briefing. Procedures: 1、 The logbook is a means of communication between all departments. 2、 交班本应摆放在员工方便取用的固定位2、 The logbook must be kept in an accessible place. 置。 程序： 1、 交班本主要用于部门之间的沟通。 标准： 各部门经理和主管将在部门交班本上记录各种相关信息。交班本上字迹需确保清晰、有条前均应仔细阅读交班本，参加交接班会议。 3、 客人并不会打扰我们的工作，客人是我们工作的意义所在。 程序： 1、 客人是整个服务过程中最重要的人。 department. All information will be written legibly and 理，方便部门员工阅读。所有员工在开始上班3、 All front office associates must read and sign the 3、 前厅部员工必须阅读交班本并签字确认。

logbook. 4、 当班主管必须在交班本上签字以确保每位4、 The Shiftleader must initial the diary, to indicate it 员工在开始当班前已阅读并理解交班本上信has been read and understood at the beginning of the shift. 5、 当班主管应小心保管交班本并在部门交班5、 It’s the responsibility of Shiftleader th take care of the logbook to the shift hand over briefings and advice 会时解释。 息。 all present of any relevant information. 6、 各班次之间的交接必须完整、正确，避免失误。 6、 The hand over of shifts must be clear and complete in order to avoid mistakes. 7、 所有涉及客人的特殊要求或事件均应记录在交班本上，例如：留言、换房、贵宾接待、7、 All pertinent guest information relative to special 店内事件或客人所提出的特殊要求等。这些记or unusual occurrences such as incidents and 录应确保字迹清晰，表达确切。 situations, messages, movements, VIP treatment, big events or any guest who may have a particular need or 8、 当班主管应尽力完成交班本上面上一班次may have require assistance etc. must be logged in the 要求跟进的信息。 logbook. The record should be concise, to the point and 9、 本班次无法完成的工作必须在交班本上作clearly written. 记录。 8、 The Shiftleader should ensure any message left in the logbook from the previous shift is actioned. 9、 Any job assignments that can’t be completed are logged down for follow up. Standard: All Butler associates will use professional telephone etiquette at all times, thereby promoting and enhancing the professional, luxurious image and first impression of the hotel to all callers Procedures: 程序： 标准： 前厅部员工任何时间都应使用标准用语回答电话，来电者能通过电话感受到五星级的专业化服务。 使用标准1. Answer all calls promptly within 3 rings, using the 1. 在电话铃响三声内迅速接起电话，appropriate greeting. 2. When answering a call, pause briefly before speaking. 3. 讲话时对准电话的话筒。 3. Speak into the telephone mouthpiece or receiver. 4. 讲话清晰。保持友好、适当的语调。 4. Speak clear and slowly, and maintain friendly tone and pitch. 5. Listens carefully to the caller’s request-DO NOT interrupt. Repeat back to the caller to confirm understanding. 6. 尽量使用客人姓名，如果不知道，则使用“先生”或“女士”来称呼。（如果是从客房内或饭店分机打来，可在来电显示电话机屏上得到信使用电脑系统的查询功能以保信息正确。） 6. Use guest name where known, or sir/madam at all 息。times. (If internal call room number or extension will 专业的用语，如be displayed on the screen of telephone. Use inquiry 7. 在任何时间都应使用正确、screen in Fidelio or printed guest list to confirm guest “是”或“当然可以”。不应向客人使用“好的”等5. 仔细倾听客人的要求，不要任意打断，向客人重复以确保信息正确理解。 电话问候语。 2. 回答电话前，先做一停顿。

name where necessary). 7. Use correct, professional language at all times, not acceptable language in responding to a caller. Avoid jargon or slang words. 8. Where the call is interrupted for any reason, including paging or locating a guest, the call must be put on hold. Always ask guest permission before putting a caller on hold. If caller is not prepared to wait, enquire if they would prefer to be contacted back, and take appropriate details. 9. Never chew or drink when on the telephone. 10. Close the call thanking the caller. 11. Allow the caller to hang up the telephone first. 12. You do not end the call with ―Goodbye or Bye Bye‖ ,use phrases such as ―Thank you or Have a nice day!‖ 13. Use hotel standard to answer the telephone: External calls: ―Ning hao, the St. Regis Shanghai, How may we assist you!‖ internal calls ―Good morning/afternoon/evening, executive lounge, Karen at your service‖ Direct calls: ―Good morning/afternoon/evening, Cary Cray‖ Standard: All Butler associates will use professional telephone etiquette at all times, thereby promoting and enhancing the professional, luxurious image and first impression of the hotel to all callers 非正式用语以及俚语。 8. 如与客人的通话需要被中断，如需要传呼或话客人状态置于保持键。如客人不愿等候则提供留言服务。 9. 接听电话时不可咀嚼口香糖或喝饮料。 10. 在结束与客人的通话前需感谢客人。 11. 请客人先挂断电话。 12. 挂电话时不要用再见，而要用“谢谢”或“祝您过得愉快”。 13. 使用饭店标准用语回答客人电话： 外线电话： “您好，上海瑞吉红塔大酒店。” 直接对客服务部门： “您好，部门名称。（例如：前台，礼宾部） 其它非直接对客部门： “早上好/下午好/晚上好，部门名称。（例如：工程部） 个人直线分机或直线电话： “姓名，早上好/下午好/晚上好。 including ―Yes‖ or and ―Certainly‖ ―OK‖ or ―yeah‖ is 寻找另一位客人，必须完征得客人同意再将通标准： 前厅部员工任何时间都应使用标准用语回答电话，来电者能通过电话感受到五星级的专业化服务。 Procedures: 程序： 14. Answer all calls promptly within 3 rings, using the 14. 在电话铃响三声内迅速接起电话，使用标appropriate greeting. 15. When answering a call, pause briefly before speaking. 16. 讲话时对准电话的话筒。 16. Speak into the telephone mouthpiece or receiver. 17. 讲话清晰。保持友好、适当的语调。 17. Speak clear and slowly, and maintain friendly tone and pitch. 18. Listens carefully to the caller’s request-DO NOT interrupt. Repeat back to the caller to confirm understanding. 19. 尽量使用客人姓名，如果不知道，则使用“先生”或“女士”来称呼。（如果是从客房内或饭店分机打来，可在来电显示电话机屏上得到19. Use guest name where known, or sir/madam at all 信息。使用电脑系统的查询功能以保信息正times. (If internal call room number or extension will be displayed on the screen of telephone. Use inquiry screen in Fidelio or printed guest list to confirm guest 20. 在任何时间都应使用正确、专业的用语，如“是”或“当然可以”。不应向客人使用“好的”name where necessary). 等非正式用语以及俚语。 20. Use correct, professional language at all times, including ―Yes‖ or and ―Certainly‖ ―OK‖ or ―yeah‖ is 21. 如与客人的通话需要被中断，如需要传呼not acceptable language in responding to a caller. 或寻找另一位客人，必须完征得客人同意再将Avoid jargon or slang words. 21. Where the call is interrupted for any reason, including paging or locating a guest, the call must be put on hold. Always ask guest permission before putting a caller on hold. If caller is not prepared to wait, enquire if they would prefer to be contacted back, and take appropriate details. 22. Never chew or drink when on the telephone. 23. Close the call thanking the caller. 24. Allow the caller to hang up the telephone first. 25. You do not end the call with ―Goodbye or Bye Bye‖ ,use phrases such as ―Thank you or Have a nice day!‖ 22. 接听电话时不可咀嚼口香糖或喝饮料。 23. 在结束与客人的通话前需感谢客人。 24. 请客人先挂断电话。 25. 挂电话时不要用再见，而要用“谢谢”或“祝您过得愉快”。 26. 使用饭店标准用语回答客人电话： 外线电话： “您好，上海瑞吉红塔大酒店。” 直接对客服务部门： 通话客人状态置于保持键。如客人不愿等候则提供留言服务。 确。） 18. 仔细倾听客人的要求，不要任意打断，向客人重复以确保信息正确理解。 准电话问候语。 15. 回答电话前，先做一停顿。 26. Use hotel standard to answer the telephone: External calls: “您好，部门名称。（例如：前台，礼宾部） 其它非直接对客部门： ―Ning hao, the St. Regis Shanghai, How may we assist “早上好/下午好/晚上好，部门名称。（例如：you!‖ internal calls ―Good morning/afternoon/evening, executive lounge, Karen at your service‖ Direct calls: ―Good morning/afternoon/evening, Cary Cray‖ 工程部） 个人直线分机或直线电话： “姓名，早上好/下午好/晚上好。 Standard: Room numbers as well as other information pertaining to hotel clients must not be disclosed to outsiders without prior authorization of the guest. Guest confidentiality will be strictly adhered to. Procedures: 程序： 标准：如果没有得到客人的允许，客人的房间号码和其余任何个人个息均不可对外泄露，应尊重每位客人的隐私权。 1. Inform caller politely that guest information 1. 有礼貌地告知来电者客人的信息不能对外透露。cannot be disclosed. 2. 询问来电者是否可为其接转给客人或是提供留―Mr. Jones, due to Privacy and security reasons for all Guests we are not at liberty to give out that information.‖ 3. 对于要求提供“保密服务”的客人（即住店客人不想被其他人知道其入住本饭店），前厅部员工应礼2. Ask the caller if he would like to speak to the 貌并有技巧地回答本饭店没有这位客人入住及其预guest and connect him to the guest’s room or take a message. 4. 对于要求提供“免打扰”服务的客人，礼貌地告知3. Incognito guests (some guests may ask that no 来电者客人当前为“免打扰”姿态并询问是否可提供one disclose that they are staying in the hotel) In this situation, inform the caller politely that the guest is not staying in the hotel. 4. Do not disturb – inform caller politely that guest have left instructions that he or she is not to 6. 向客人解释，出于安全原因的考虑，不会泄露客人的房间号码。 5. 如果来电者坚持要求得到客人的个人信息，前厅部员工应通知宾客服务经理。 留言服务。 订。 言服务。 be disturbed and a message should be taken. 5. GSM must be alerted if caller persists in wanting to talk to the guest. 6. Explain to guest that for reasons ―of safety and security of the guest we will not disclose the guest room number.‖ Standard: 标准： All arriving guests will be offered choice of coffee 为所有的客人提供抵店后的咖啡或茶，并在5分钟and or tea upon their arrival and delivered within 内送到。在任何时候都要求专业周到的态度，以符5 minutes. Professional and courteous manner will be conducted at all times to meet the St. Regis level of Butler services. Procedures: 1. Upon guest arrival to inside the room and during the presentation period, the guests will be offered choice of Coffee or Tea. This would be the case for first time arrivals: “JONES先生，很高兴能为您提供咖啡或茶。请问您要哪一种” ―Mr. Jones, it is my pleasure to offer you coffee or tea. Which would you prefer?‖ If guests responds with coffee: ―We have cappuccino, espresso, or black coffee‖ If guests responds with tea: ―We have Chinese, English, Lipton or Japanese Tea‖ “谢谢，我会很快为您送来。” Upon decision: 对于回来的客人，您已经很清楚客人要咖啡还是要―Thank you, I will bring it shortly‖ 茶，因此您要说： 如果客人想要咖啡： “我们有CAPPUCCINO，ESPRESSO，或清咖” 如果客人要茶： “我们有中国茶、英国茶、立顿和日本茶。” 客人决定后： 程序： 1. 当客人到达房间后，在其逗留期间，提供咖啡或茶供其选择。以下是客人首次到达是的事例： 合瑞吉专职管家的服务标准。 For return guests, you will already understand “JONES先生，需要我把CAPPUCCINO为您送来吗？” the guest preference for Coffee/tea, therefore you will say: 如果客人有不同的要求，则回答： ―Shall I bring that cappuccino for you Mr. Jones?‖ “当然，中国茶！我会根据您的要求立刻为您送来。”

If guests has a different request, answer with‖ ―Certainly, Chinese Tea! I will be back shortly with your request‖ 然后更新客人资料库里的记录。 2. 回到工作间按要求准备咖啡/茶。 3. 确保杯子、茶托干净适宜。 Then record in guest history to update. 4. 准备好后到达客房门前，按门铃，通知客人你回2. Return to Pantry and prepare requested Coffee/Tea. 3. Ensure cups and saucers are clean and presentable. 6. 离开应该表示如下： 4. Upon completion, approach room, ring doorbell, and announce your return by saying: ―Mr. Jones, I have your Cappuccino that you requested.‖ ―May I come in?‖ 5. Place the coffee on the table or per request from the guests. 6. Depart by offering the following. ―Mr. Jones, is their any other request I can fulfill at this time.‖ ―Please do not hesitate to contact me at any time. It is my pleasure to serve your needs.‖ ―Good night or Have a good day!‖ Standard: Guests with reservations must be registered in their guest room upon arrival. The Registration Card must be completed in an accurate manner and payment method must be secured. Procedures: 程序： 标准： “JONES先生，您还有任何其他要求吗？” “如有需求请随时和我联系，能为您服务是我的荣幸。” “晚安，祝您今天过的愉快。” 来了，并说：“JONES先生，根据您的要求，我把您的CAPPUCCINO送来了。”“我能进来吗？” 5. 把咖啡放在桌上或放在客人要求的地方。 1. Command Center Butler should inform Floor 1． 确认后，指令中心应及时将客人的准确抵达时Butler the actual guest arrival time after being confirmed. 2． 客人抵达前5分钟，专职管家应在宾馆大堂迎间通知楼层专职管家。

2. The Floor Butler should be waiting in hotel lobby 5 minutes prior to guest arrival. 候。 3． 楼层专职管家应事先检查“宾客欢迎卡”，确保3. The Floor Butler should check guest’s welcome folder and ensure everything necessary are ready for in room check in. The items prepared by Reception should include: 客房登记所需均已备妥。总台准备物件如下： · “宾客登记表” · 房卡 · A copy of Guest Tegistration Card · 现金收据（备用） · Key looklet with encoded key for assigned gestroom · Blank receipt for cash deposit 4． 客人到达时，应称呼其姓名迎候。 5． 将客人迎入客房，进行登记。 4. Upon guest arrival, greet he/she at entrance by 6． 用客人的房卡打开房门，并将门挡住，请客人先入。 addressing their name. ― Welcome to The St.Regis Shanghai, Mr. Smith.‖ 7． 准确无误地为客人填写“宾客登记表”，并请客人签名确认。 (if guest is first stay) ― Welcome back, Mr. Smith.‖ (if return guest) 5. Escort guest to his/her room with guest welcome folder. 史密斯先生，请问您是否将在宾馆住3个晚上？ 6. When on the floor, open the guestroom door with the guest’s key, enter the room first and hold door open, allowing the guest in. 7. Proceed to fill up Registration Card for guest. Ensure the card is properly completed with all required details and signed by guest. 8. Obtain name card from guest if he is the first stay. 9. Confirm length of stay with guest by saying: ― Mr. Smith, Will you be staying with us for 3 nights?‖ Indicate on the card if the departure date is 10．向客人确认付款方式： · 信用卡：记录信用卡号及有效期限 · 旅行社入住凭证：向客人索取入住凭证，检查入住房价、天数是 否与预定的相符，并将凭证附在“宾客登记表”后；向客人询问 额外费用的结算方式。 · 协议转帐：确保转帐属事先约定，且“宾客登记卡”后已附书面 入客人离开日期与原定日期不同，请在登记表上注明。 8． 向首次到访的商务客人索取名片。 9． 向客人确认入住天数（入下所示）： different from the reservation. 10. Obtain payment method from guest: · Credit card: ask for the credit card and take down its number and expire date 说明。检查并确认转帐的项目与协议相符。 · 现金付帐：向客人详细说明现金付帐的相关规定。收取预付金或 压印信用卡，以便客人使用电话或在各部门签单。如收取现金， 请开具收据。 · Voucher: Collect the voucher from the guest, check so the rate and number of nights correspond with the reservation and attach the 13．祝客人入住愉快，离开房间。 voucher to the registration card. Ask the guest how extra charges will be settled. · Direct billing: Ensure this has been pre-arranged, with a back up attached to the registration card. Check what has been agreed to bill, 续。 令中心通知楼层专职管家，以便他们在电梯口迎候并完成客房登记手 14．将“宾客登记表”及相关材料（现金）移交总台。 15．在不能提前确认客人抵达时间的情况下，前台应在客人到达时通过指 11．向客人介绍客房设施。 12．向客人提供咖啡/茶水。 i.e. room only, room and breakfast etc, and verify 16．如客人无预定，前台应进行柜台登记并通过指令中心通知楼层专职管 this with the guest. · Cash payment: explain the credit policy for cash payment diplomatically, collect cash pre-payment or ask for an imprint of credit card as deposit for the stay, in order to be able to use telephone and the Hotel’s outlets etc. Give receipt to the guest if a cash deposit is paid. 1. Proceed to introduce the Guest room to the 家。专职管家应在电梯口迎候客人，并介绍客房设施。 arriving guest. 2. Offer tea/coffee upon completing the process. 3. Wish guest a pleasant stay and leave the room. 4. Handover completed Registration Card and cash deposit, if any, to Reception. 5. In the case of no actual guest arrival time being confirmed, GSA should inform Floor Butler via Command Center upon guest arrival so that Floor Butler should greet guest at lift lobby on the guestroom floor. The Floor Butler should proceed to in room check-in after greeting. 6. In the case of guest check in without reservation (Walk-in guest), GSA should register guest at Reception and inform Floor Butler of guest’s arrival via Command Center. Floor Butler should greet guest at life lobby on the guestroom floor and proceed to introduce guestroom to arriving guest. Standard: Butler must notify guests of our express check out service upon arrival. Procedures: 1. Upon guest arrival, butler who is doing in-room check in for the guest, should notify guest of express check out service. 2. If guest wish to have the service, his credit card number should be obtained and a authorization form should be completed by him. 3. Butler should notify Reception of guest’s request so that they could prepare guest bill the night before his departure date. 4. Butler should deliver the bill print out of all express check out guests the night before their departure date. 程序： 标准： 5. Butler should help to collect bill with guest’s signature from guest room upon request, and assist guest whenever necessary. Standard: All guest room must be cleaned according to The St. Regis Shanghai standard. All guest room must be cleaned within regulated period of time so that they will be released for sale. Procedures: 程序： 标准： 1. Ensure cleaning chemicals, equipments and 1． 确保清洁济、清扫设备与客房用品均已备妥。

guest supplies are ready. 2． 进入房间。如气候允许，打开窗帘与窗户。 2. Enter the room. Open the curtains and window f weather permits. 3. Collect the trash. 4. Check room contents. Report missing or damaged items at once. Report any Lost & Found items to Housekeeping Order-taker if any. 5. Make the bed. 6. Clean the bathroom. 7. Clean the shower. 8. Clean the toilet. 10. 擦去遗留的脚印。 9. Clean the sink/vanity. 11. 清洗卫生间地板。 10. Remove fingerprints. 12. 擦灰 11. Wash the floor. 13. 清理电器设备。 12. Dusting the room. 13. Wipe clean electrical equipments. 14. Replenish gust supplies. 15. Check the windows. 1. 补充客房用品。 2. 检查窗户。 3. 吸尘。 4. 最后检查并离开。 5． 做床。 6． 清理卫生间。 7． 清理沐浴设备。 8． 清理座便器。 9． 清理洗脸盆。 3． 收集垃圾。 4． 检查房间。立即向客房报告缺损物品以及客人遗留物品。 16. Vacuum carpet & upholstery. 17. Make a final check before leaving the room.

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