五星级酒店管家服务程序

Standard: Butlers will have basic knowledge about matters of ticketing and able to complete some basic steps in resolving them. ： 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。 Procedures: 1. Butlers shall be knowledgeable of type of guest requests relating to matters of air-ticketing: § Reservation: To reserve/book a seat on a flight for a guest or passenger. § Reconfirmation: To confirm with airline that guest is leaving on a particular day via a particular flight. § Change: To change guest’s departure date, flight number/departure time. § Re-route: Changing of destination. § Endorsement: Changing of carrier/airline company. § Refund: Can only be done by guest from place of issue or purchasing. 2. Butler shall be knowledgeable of key information indicated on air-ticket: § Name of passengers § Departure date/time § Name of airline company § Flight number § Class of seats § From which city to which destination § Reservation status § Ticket number § Validity period § Free bag allowance § Ticket restrictions 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 process. 5. For reference purpose, butlers shall always ask for name of airline staff who he is speaking to after they 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. 程序： 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： § 预定：为客人或乘客在某一航班上保留/预定一个位子。 § 确认：与航空公司确认客人将在特定的日期经由特定的航班离开。 § 更改：更改客人的离开日期，航班号/离开时间。 § 变更旅程：变更目的地。 § 迁票：变更航班/航空公司。 § 退票：只能经由客人从出票或购票处完成。 2. 专职管家应对机票上显示的关键信息足够了解： § 乘客姓名 § 离开日期/时间 § 航空公司 § 航班号 § 舱位 § 从哪一城市至那一目的地 § 预定情况 § 机票号 § 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。 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。 5. 出于参考的目的，专职管家在处理完这些要求后需总是问得他所与之对话的航空公司员工的姓名。 6. 专职管家在完成服务后需将客人的机票置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。 Standard: 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. 标准： 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。 Procedures: 1. All Butlers shall review all arriving guests needs and preferences located in Guest History. 2. By understanding and studying/updating each Guest needs and preferences Butlers will deliver the service before the Guests ask. 3. Using Observation Skills one will determine Guests needs. Looking at Body Language, hand gestures, facial expression such as confused, excited, looking for something etc, a Butler will at least offer his/her assistance. But if it can be determined what 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 OPERA guest profile in standard format. 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. 程序： 1. 所有的专职管家应熟知所有预抵客人客史里的需求与喜好。 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。 3. 通过观察的技巧，专职管家可以得知客人的需求。观察肢体语言，手势，面部表情例如迷惑，兴奋，搜寻某物等，一位专职管家至少将提供他/她的帮助。但是如果能确定客人的要求，则需完成对客服务。 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。 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。 6. 通过来自所有部门的大量信息和统一合并输入客史的档案，我们将对所有的客人提供快速有效的服务。 Standard: Guests with no arrival time & pick up shall be greeted and received by Butlers on the floor upon their arrival. 标准： 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。 Procedures: 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. 程序： 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: Shall there are guests not being greeted and received 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. 标准： 专职管家如没有在大堂或楼层上问候和迎接抵店客人，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。 Procedures: 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. 5. For self-introduction, Butler shall use the following standard phrase: “Mr Jones, I am your Butler John. 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. 7. If arrived guest room is under Do Not Disturb, or not in the room, Butler shall leave a message under guest room’s door to notify guest of your presence. The standard phrase shall be: Dear Mr./Mrs./Dr. (Last Name) 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 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. 程序： 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： “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）我可以占用您几分钟时间为您介绍一下房间的设备吗？” 6. 如果客人希望你介绍的话，专职管家需参照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） 请在您回来（在方便）时与我联系，我会为您介绍我自己及使您了解熟悉你的客房设备和我们的服务。您在按下床头电话上的“专职管家”键后，我会立即到您的房间里来。 您的专职管家 （你的名字） 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。 Standard: Guests with arrival time and airport pick up shall be greeted and received by Butler at the hotel entrance upon arrival. 标准： 专职管家需在客人到达时，于酒店大堂入口处问候并接待有到达和接机时间的客人。 Procedures: 6. Rooms for guests with arrival time and airport pick up will be pre-assigned by Front Service Room Controller in the morning whenever possible. 7. Butler shall inspect assigned guest room and 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. 9. Butler shall come down the hotel entrance to standby for greeting at least 10 Mins before estimated arrival time of guest, with this guest’s welcome folder. 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) 11. After greeting, Butler shall show guest the way to his/her room for in-room registration & guest room introduction. (Refer to S&P RM-BU-A020 & A021) 12. After completing the greeting, Butler shall update guest profile with greeting type – Lobby Greeting for future reference. 程序： 1. 有到达和接机时间客人的房间将由前台客房控制员在早晨事先排定。 2. 专职管家需 事先检查所排定的客房，确保在客人到达前客房已为客人入住准备就绪。 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。 4. 专职管家需至少在客人预估到达前10分钟，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。 5. 当客人走进酒店入口时，专职管家需接近并以热情的微笑问候客人： § “早上/下午/晚上好 Jones先生,欢迎来上海瑞吉红塔大酒店。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）。 7. 在完成问候之后，专职管家需以问候类别—大堂问候来更新宾客文档，以备日后参考。 Standard: One piece of white board is located in every butler’s pantry room, which is served as place of recording guest information of particular floors. Butler is responsible for updating guest information on the white board on a shift basis. 标准： 每个专职管家工作间都有一块用来记录特定相应楼层客人信息的白板。专职管家有责任在每个班次内更新白板上的客人信息。 Procedures: 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. 程序： 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: 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. All rooms must be inspected after cleaning. 标准： 应按照宾馆标准及时间清扫客房，以便客房出售。 Procedures: 1. Ensure cleaning chemicals, equipments and 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. 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. 程序： 1. 确保清洁济、清扫设备与客房用品均已备妥。 2. 进入房间。如气候允许，打开窗帘与窗户。 3. 收集垃圾。 4. 检查房间。立即向客房部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。 8. 清理座便器。 9. 清理洗脸盆。 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: All guests should be served and treated in a courteous 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. 标准： 在任何情况下，前厅部员工都应礼貌地接待每位客人，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。 Procedures: 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. 3. The guest is not an interruption of our work, he/she is the purpose of it. 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. The guest is one who brings his/her needs, it is our job to exceed his/her expectations. 6. The guest is deserving of the most courteous and attention treatment we can give. 程序： 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服务的机会。 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。 6. 客人期待饭店能提供最热心、周到的服务。 Standard: We will be collecting Guests Needs and Preferences at every opportunity by observations, listening to the Guests, analyzing and accurately recording pertinent 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. 标准： 我们会利用任何机会(如观察、倾听客人的陈述，并准确记录恰当的信息的方式)来收集客人的需求与嗜好并记录在客人资料库中，以便在客人开口之前为客人提供服务。 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. Other than listening, all Butlers are required to observe Guest needs and preferences by inspecting Guest Room. Again, record on Log Book. 5. Collection of Guest Needs and Preferences will be the responsibility of all Associates. 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. 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： · 抵达需求 · 每日所需 · 喜好 · 产生的问题 · 解决结果 · 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 e. 爱看报纸《今日美国》 f. 喜欢在餐后喝 Bailey酒 g. 要求加毛毯 h. 喜欢中国戏剧 4. 除了倾听，所有的专职管家要求做到通过检查客房来收集客人的喜好。然后，再次记录在交班本上。 5. 收集客人的需求与喜好是所有员工的责任。例如，客房服务员应该在观察或接到客人的要求后告知专职管家客人的喜好。然后，专职管家将把得到的那些客人的喜好记录在交班本上 。 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。 Standard: Butler shall make courtesy call to guests the night before their departure in order to check guest comments and offer various services concerning departure arrangement. 标准： 专职管家应在客人离店前晚致问候电话，以了解客人的意见并为其离店提供各种服务。 Procedures: 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: “Mr Jones, this is your Butler John. Our record shows that you will be leaving tomorrow. I am calling you now just wish to take this opportunity to say it is great pleasure to have you with us and thank 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 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. 程序： 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万分感谢。我同时也希望知道我能为您明天的离店安排提供社么帮助，例如叫早，整理行李，客房内离店手续的办理和车辆的安排。” 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。 Standard: Butlers will accept and deliver all Laundry & Dry Cleaning Request in a Professional and courteous manner. 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。 Procedures: 1、 The Laundry Attendant who delivers all Laundry/Dry Cleaning items back to the Guests will contact the Floor Butler and pass on all the completed items. 2、 The Floor Butler will inspect all items and point out any concerns immediately and rectify them with the Laundry Shift leader or Manager. 3、 The Butler will then one by one deliver the laundered items to the Guest Room. 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、 If the guests in not present in the room, enter room following the standard for entering an unoccupied room. 7、 Place the hankered items in the closet, and the basket items on the end Sofa, unless guest History or preferences state otherwise. 8、 Whenever possible if you meet the guests later 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. 程序： 1、 所有需要把已清洁或干洗的衣物送回给客人的洗衣房的员工，需要与楼面专职管家联系并把洗完的衣物交给他。 2、 楼面专职管家要检查所有衣物并立刻指出任何存在的问题，并向洗衣房领班或经理报告。 3、 专职管家要一样样的把洗好的衣物送返客房。 4、 如果客人在客房里，专职管家要用下面例子中的用语有礼貌的与客人交谈： A、***先生，抱歉打扰您，我们已经把您的衣物洗/干洗好了。 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。 6、 如果客人不在房中，进房程序参照进入无人房间的标准。 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有另外不同的摆放。 8、 无论何时可能的情况下，在稍后遇见客人的时候询问客人对洗衣/干洗是否满意。 9、 在交班单上记录所有需要记录在客人资料库里的要求。 Standard: We will be collecting Guests Needs and Preferences at every opportunity by observations, listening to the Guests, analyzing and accurately recording pertinent 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. 标准： 我们会利用任何机会（如观察、倾听客人的陈述，分析并准确记录恰当的信息的方式）来收集客人的需求与嗜好并记录在客人资料库中，以便在客人开口之前为客人提供服务。 Procedures: 1. All Butlers will listen carefully in detail and record all Guest Request and questions. 2. Record all needs and preferences of each Guest 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. 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 5. Other than listening, all Butlers are required to observe Guest needs and preferences by inspecting Guest Room. Again, record on Log Book. 6. Collection of Guest Needs and Preferences will be the responsibility of all Associates. For example, Room Attendants should advise Butlers on certain observations or request received for the Guests. Butler will then record in logbook whilst gaining 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 obta