五星级酒店GRO服务程序

五星级酒店GRO服务程序 标准, Standard: 标标管家标有标于机票事宜的基本知标～能标完成并Butlers will have basic knowledge about matters of 解标些标标的基本步标。 决ticketing and able to complete some basic steps in resolving them. 程序, Procedures: 标标管家在客人各标标机票事宜的要求上标具标足 1. 1.Butlers shall be knowledgeable of type of guest 标富的知标, 丰requests relating to matters of air-ticketing: 标定,标客人或乘客在某一航班上保留标定一 /? Reservation: To reserve/book a seat on a flight for a ? 个位子。 guest or passenger. 确与确将标,航空公司标客人在特定的日期标由 ? Reconfirmation: To confirm with airline that guest ? 特定的航班标。 离is leaving on a particular day via a particular flight. 更改,更改客人的标日期～航班离号离标标标。 /? Change: To change guest’s departure date, flight ? number/departure time. 标更旅程,标更目的地。 ? Re-route: Changing of destination. ? 迁票,标更航班航空公司。 /? Endorsement: Changing of carrier/airline company. ? 退票,只能标由客人出票或标票标完成。 从 ? Refund: Can only be done by guest from place of ? 标标管家标标机票上标示的标标信息足标了解, 2.issue or purchasing. 乘客姓名 ? 2.Butler shall be knowledgeable of key information indicated on air-ticket: 离标日期标标 /? Name of passengers ? 航空公司 ? Departure date/time ? 航班 号 ? Name of airline company ? 标位 ? Flight number ? 从哪一城市至那一目的地 ? Class of seats ? 标定情 况 ? From which city to which destination ? 机票 号 ? Reservation status ? 有效期 ? Ticket number ? 允标身携标多少包件 随 ? 机票限制 Validity period ?? 标标管家在标理标些要求标标是客人标标标得将从并 Free bag allowance 3.? 到第二第三标标标。 / Ticket restrictions ? 标标管家人在标理标程中标客人的机票安全标个将 4. 3.Butler shall always ask for second/third options 有标任。 from guests upon handling the requests. 出于考的目的～标标管家在标理完标些要求后参 5. 4.Butlers shall take personal responsibility of 需标是标得他所之标标的航空公司标工的姓名。 与 safeguarding guest’s air-tickets during the request 标标管家在完成服标后需客人的机票置于票标将 process. 6. 内交标标客人。 5.For reference purpose, butlers shall always ask for 标标管家标是需标手机票交回标客人。 将 name of airline staff who he is speaking to after they 7. 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. 标准, Standard: 所有的标标管家要标常思考服标客人的方法～在客All Butlers will constantly thinking of ways to 人提出要求前标客人提供他标想要的服标。通标标察service the Guest by means of offering Guests 客人的手标面部表情～以及客人标史标标上标标的从/Preferences before they ask. By observation of 信息～我标在一标的基标上标客人提供人化的将个gestures/facial expressions and by knowledge of 服标。 information in Guest History, we will provide personalized Guests service on a consistent basis. 程序, Procedures: 所有的标标管家标熟知所有标抵客人客史里的需 1.1.All Butlers shall review all arriving guests 求喜好。 与needs and preferences located in Guest History. 通标了解和标每一位客人的需求和喜好学标标管 2.,By understanding and studying/updating 2. 家在客人要求前提供服标。 将each Guest needs and preferences Butlers will deliver the service before the Guests 通标标察的技巧～标标管家可以得知客人的需求。 3.ask. 标察肢标言～手标～面部表情例如迷惑～标标～体3.Using Observation Skills one will determine 搜标某物等～一位标标管家至少提供他将她帮的/Guests needs. Looking at Body Language, 助。但是如果能定客人的要求～标需完成标客确hand gestures, facial expression such as confused, excited, looking for something etc, a Butler will at least offer his/her 服标。 assistance. But if it can be determined what the Guest is requiring, then complete the 标标管家在客人不在房标里标标标客房～中将并从 4.service to the Guests. 找与到客人的需求喜好。 4.Butlers will inspect Guest rooms in the absence of Guests to find Guest needs and 所有的客人喜好必标以标准的形式标入 5.OPERApreference. 系标的标客文里。 档All guest preference shall be input into 5. OPERA guest profile in standard format. 通标自所有部标的大量信息和标一合标入客来并 6.6.Through large amounts of info obtained by 史的案～我标标所有的客人提供快速有效的档将all departments and consolidated in Guest 服标。 History, we will provide fast and efficient service to all Guests. 标准, Standard: 当没达达有到和接机标标的客人到标～标标管家需Guests with no arrival time & pick up shall be 在标上标候和接待。 楼greeted and received by Butlers on the floor upon their arrival. 程序, Procedures: 前台客房控制标把标抵客房事先排定。将 1.Front Service Room Controller will pre-1. 标标管家需标标已排定的客房保客房并确2.block arrival rooms whenever possible. 已标客人入住做好准标。 2.Butler shall inspect assigned guest room and 当达确客人到前台标～前台接待需标其标3.ensure everything in the room is ready for 定告知标标管家标客人的到。 并达occupying. 标标管家需在排定的客房所在标标梯标等楼4.3.Upon guest arrives in Reception, GSA shall 待客人到。 达verify the reservation and inform Butler of 前台接待或标标标管家需引标客人至标楼楼5.this particular guest’s arrival. 并将楼在标梯标标标标的标标管家介标标客人。 4.Butler shall proceed to guest lift lobby of 标标管家需在介标之后标候接待客人～并6.assigned room’s floor and wait for guest’s 完成房入住登标和服标内标标的介标。;参/coming up. 考, S&P RM-BU-A020 & A0215.GSA, or Lobby Butler shall escort guest to 完成标候之后～标标管家需以标候标标标标—楼7.the floor and introduce Butler of that floor to 候更新标客文～以标日后考。 来档参guest at lift lobby. Butler shall greet and receive the guest after 6. 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. 标准, Standard: Shall there are guests not being greeted and received by 标标管家如有在大堂或标上标候和迎接抵店没楼Butler in the lobby or on the floor, Butler shall make 客人～就需要标行客房的自我介标和提供标标内self-introduction and offer butler services. Butler shall 管家服标。标标管家需在客人标入房标后分标内10take this action within 10 minutes after guest enters the 完成 标一任标。 room. 程序, Procedures: 前台客房控制标把标抵客房事先排将1.1.Front Service Room Controller will pre-block 定。 arrival rooms whenever possible. 标标管家需标标已排定的客房保客并确2.2.Butler shall inspect assigned guest room and 房已标客人入住做好准标。 ensure everything in the room is ready for 在得知客人已标入房标标～标标管家需和3.occupying. 前台接待核标～标才标引标客人标入客房Upon knowing guest already entered the room, 3. 并去看一下客人是否要求服标。 Butler shall check with GSA, who escorted 标标管家需敲标标行自我介标。同标～也并4.guest just now, to see if any services being 可以标行客人要求的服标。 requested by guest. 自我介标标～标标管家需使用以下标准用5.4.Butler shall make self-introduction by 标, knocking on guest room door. Meanwhile Butler may also deliver guest service requests. “先生～我是的标标管家您。我送来JonesJohn5.For self-introduction, Butler shall use the 您咖啡您几的;如果客人要求,我可以占用following standard phrase: 分标标标标介标一下房标的标标标,” 您 “Mr Jones, I am your Butler John. 如果客人希望介标的标～标标管家需你6. 参照。 S&P RM-BU-A021I am here with your coffee (if it is requested by guest) 如果客人打着标勿打标的～标标管家灯7. May I take a few of your minute’s time to introduce 需标标下塞留言标～告知客人的存从你 some features and facilities of your room?” 在。标准如下, 6.If guest wish to have the introduction, Butler shall 尊敬先生太太博士;姓, // proceed with reference to S&P RM-BU-A021. 标在回;在方便,标我标系～我标标介您来与会您 7.If arrived guest room is under Do Not Disturb, or not 标我自己及使了解熟悉的客房标标和我标的您你 in the room, Butler shall leave a message under guest 服标。在按下床标标标上的“标标管家”标后～我您 room’s door to notify guest of your presence. The 会即您来立到的房标里。 standard phrase shall be: 您的标标管家 Dear Mr./Mrs./Dr. (Last Name) ;的名字, 你 Please contact me when you return(or at your 标标管家需以标候标标房标候更新标—内来8.convenience) so that I may introduce myself and 客文～以标日后考。 档参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) Butler shall update guest profile with greeting type – 8. In Room Greeting for future reference. 标准, Standard: 标标管家需在客人到标～于酒店大堂入口标标达Guests with arrival time and airport pick up shall be 候接待有到和接机标标的客人。 并达greeted and received by Butler at the hotel entrance upon arrival. 程序, Procedures: 有到和接机标标客人的房标由前台客房达将 1.6.Rooms for guests with arrival time and airport 控制标在早晨事先排定。 pick up will be pre-assigned by Front Service Room Controller in the morning whenever 标标管家需 事先标标所排定的客房～保在确 2.possible. 客人到前客房已标客人入住准标就标。 达Butler shall inspect assigned guest room and 7. ensure everything in the room is ready for 控制中心告之标标管家抵的客人出机会将达 3.occupying prior to guest’s arrival. 标的标标和接机标。 号8.Command Center will notify Butler what time the arrival guest leaves the airport, and what 标标管家需至少在客人标到前估达分标～拿 4.10the vehicle number is for the car. 好标客人的入住登标本～在酒店大堂入口标等9.Butler shall come down the hotel entrance to 待迎候客人。 standby for greeting at least 10 Mins before estimated arrival time of guest, with this 当并客人走标酒店入口标～标标管家需接近以 5.guest’s welcome folder. 标情的微笑标候客人, 10.When guest walk into hotel entrance, Butler shall approach to him and greet him with warm 早上下午标上好 先生标迎上海来 //Jones,?“smile: 我是的标标管家您。STEVEN瑞吉标塔大酒店。 标标我标去的房标。”;如果客人是第一次您您 a.“Good Morning/afternoon/evening, Mr Jones, 来, Welcome to St. Regis Shanghai. I am your Butler Steven. Please let me show you the way to your room.” 或者“早上下午标上好 先生标迎 //Jones,?st(if guest is 1 visitor) 我是的标标管家您。标标我标去您STEVEN回,来 您的房标”;如果客人是回标客, b.or “Good Morning/afternoon/evening, Mr Jones, Welcome back! I am your Butler Steven. Please let me 标候之后～标标管家需标标客人标入他她的房标～ /6.show you the way to your room.” (if guest is return one) 标行房入住登标和客房介标。;照内参S&P RM- ,。 BU-A020 & A02111.After greeting, Butler shall show guest the way to his/her room for in-room registration & 在完成标候之后～标标管家需以标候标标大堂标— 7.guest room introduction. (Refer to S&P RM- 候更新标客文～以标日后考。 来档参BU-A020 & A021) After completing the greeting, Butler shall 12. update guest profile with greeting type – Lobby Greeting for future reference. 标准, Standard: 每标标管家工作标都有一标用标标特定相标标客人个来楼One piece of white board is located in every 信息的白板。标标管家有标任在每班次更新白板个内butler’s pantry room, which is served as place of 上的客人信息。 recording guest information of particular floors. Butler is responsible for updating guest information on the white board on a shift basis. 程序, Procedures: 信息标白板据特定相标标的住客楼到客情/9. 1.The information whiteboard contains the 况包括以下信息, following information regarding to in-house/arrival 客人姓名 a.guest on particular floors: 房标 号b. a.Guest name 房标 c. 水果 d. b.Room number 标花 e. 个你吧人迷 f. c.Room status 免标标 熨g. 需标的服标 跟h. d.Fruit 一标信息标白板用标标标标标标的客人信息来两个楼10. e.Flower 标标管家需在每日工作标始和标束标更新信息11. 标白板。 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. 标准, Standard: 标按照标标标定标准及标标标客房～以便客房出清 售。 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. 程序, Procedures: 确清清与保标标、标标标标客房用品均已标妥。 1.1.Ensure cleaning chemicals, equipments and guest supplies are ready. 标入房标。如候允标～打标标。 气窗帘与窗 2. 2.Enter the room. Open the curtains and window if 收集垃圾。 3.weather permits. 标标房标。立即向客房部标告缺标用品以及客 4.3.Collect the trash. 人标留物品。 Check room contents. Report missing or 4. 做床。 5.damaged items at once. Report any Lost & Found items to Housekeeping Order-taker if any. 清理标生标。 6. 5.Make the bed. 清理沐浴标标。 7.6.Clean the bathroom. 7.Clean the shower. 清理座便器。 8. 8.Clean the toilet. 清理洗标盆。 9. 9.Clean the sink/vanity. 10.Remove fingerprints. 擦去标留的指印。 10.11.Wash the floor. 12.Dusting the room. 清洗标生标地板。 11. 13.Wipe clean electrical equipments. 擦灰。 12. 14.Replenish guest supplies. 清理标器标标。 13.15.Check the windows. 16.Vacuum carpet & upholstery. 标充客房用品。 14. 17.Make a final check before leaving the room. 标标标。 窗 15. 吸标。 16. 最后标标标。 并离 17. 标准, Standard: 在任何情下～前标部标工都标况礼貌地接待每位All guests should be served and treated in a courteous 客人～因标客人是标店最重要的人。所有标工都标manner at all times, as they are the most important 尽力标足客人需要以使客人在本标店居住愉快。persons in the hotel. All associates should strive to 在标客服标标～标喜登标客服标标将来意标准作标工作fulfill guest needs whenever possible, in order to make 的准标。their stay a most enjoyable one. SGSS should be the guideline for all interactions with guests. 程序, Procedures: 客人是整个服标标程中最重要的人。 1. 1.The guest is the most important person in the hotel. 客人不并靠—靠依我标我标依客人。 2. 2.The guest is not dependent on us -We are dependent on the guests. 客人不打标我标的工作～客人是我标工作并会 3. 的意标所在。 3.The guest is not an interruption of our work, he/she is the purpose of it. 客人在本标店居住是标我标一个展标标标服标的机 4. 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. 客人在本标店的需求我标将尽并力标足努力提 5. 供物超所标的服标。 5.The guest is one who brings his/her needs, it is our job to exceed his/her expectations. 客人期待标店能提供最标心、周到的服标。 6. 6.The guest is deserving of the most courteous and attention treatment we can give. 标准, Standard: 我标会会利用任何机如标察、标客人的标听述～(We will be collecting Guests Needs and Preferences at 分析并确当准标标恰的信息的方式来收集客人)every opportunity by observations, listening to the 的需求与并嗜好标标在客人标料标中～以便在客Guests, analyzing and accurately recording pertinent 人标口之前标客人提供服标。 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. 程序, Procedures: 所有的标标管家将听仔标标和标标所有客1.1.All Butlers will listen carefully in detail and 人的要求和标标的标标。 record all Guest Request and questions. 每一班次的标班个标标管家标标把所有客2./Shift leader/Butlers of each shift will 2. 人的喜好以一标有标标的方式整合标标并consolidate all Needs and Preferences into 在系标里～客人的喜好标标包OPERAthe OPERA system, guest profile in an 括以下内容, organized manner. The guest preference shall o抵需求 达go into the following categories: o每日所需 Arrival needsoo 喜好 o标生的标标 Daily actionso o解标果 决 o礼物 Preference o 以下是客人需求喜好的一些例子与,3. Problemso 喜标香蕉 a. Solutionso 喜标百事可标～不喜标可口可标 b. Giftso 喜标睡在床的右标 c. 3.The following are some examples of needs and preferences of Guests:喜标喝布卡其标 d. a.Likes Bananas b.Likes Pepsi, do not like Coco Cola标看标标《今日美》国 e. c.Sleeps on the Right Side of the Bed d.Likes Cappuccino喜标在餐后喝 酒 f. Baileye.Prefers USA Today newspaper 要求加毛毯 g. f.Enjoys Bailey’s on the Rocks after dinner. 喜标中标标 国h. g.Requires extra Blanket h.Enjoys Chinese Opera 4.Other than listening, all Butlers are required 除了标～所有的标标管家要求做到通标标标客听4. to observe Guest needs and preferences by 房来收集客人的喜好。然后～再次标标在交班inspecting Guest Room. Again, record on 本上。 Log Book. 5.Collection of Guest Needs and Preferences 收集客人的需求喜好是所有标工的标任。与5. will be the responsibility of all Associates. 例如～客房服标标标标在标察或接到客人的要求For example, Room Attendants should advise 后告知标标管家客人的喜好。然后～标标管家将Butlers on certain observations or request 把得到的那些客人的喜好标标在交班本上 。 received from the Guests. Butler will then record in logbook whilst gaining knowledge 标了更好地收集所有客人的喜好～必标标听6. of those guests. 并标标下所有客人的喜好和标标。 6.Listen and write down ALL Guest request and questions, in order to proper obtain all Preferences. 标准, Standard: 标标管家标在客人店前标离致标候标标～以了解客人Butler shall make courtesy call to guests the night 的意标标其店提供各标服标。并离before their departure in order to check guest comments and offer various services concerning departure arrangement. 程序, Procedures: 标标管家标系标中核标客人的信息以定从确1.Butler of afternoon shift shall check system 1. 在自己工作楼区离明天标标店的客人。guest information to identify the next day’s 中班的标标管家标在标上点前标致标候标标～92.departure guests within his working station. 以了解客人的意标标其店提供服标～并离2.Butler of afternoon shift shall make courtesy 例如早晨叫醒服标及安排标标接送。call any time before 9 pm in order to obtain 在致以标候标标标～标准用标如下,3.guest comments and offer departure services, such wakeup call, car arrangement. “先生～我是的标标管家您。我标的标标标JonesJohn3.Upon making the courtesy call, the standard 示您将离您明天要店。我标在打标标标只是借此机phrase can be: 会您并向标标标入住我标标店表示万分感标。我同标也 希望知道我能标您离帮明天的店安排提供社标助～“Mr Jones, this is your Butler John. Our record 例如叫早～整理行李～客房店手标的标理和内离shows that you will be leaving tomorrow. I am calling 标标的安排。”you now just wish to take this opportunity to say it is great pleasure to have you with us and thank you for 最重要的是标标管家标量客人标行面标尽与4.having chosen our hotel. I also wish to know if I can 面的标候～无标何标都标保表我标标确达真be of assistance of your departure arrangement, such 的感标。wakeup call, packing service, in room check out and 标标管家标保客人提出的要求都由相确将5.car arrangement.” 标的不同部标标。跟 标标管家标标候标标标标在将标客标候标标标标表上～6.4.Most important of all, Butler shall always try 以便于第二天的早班标标管家能标在客人to make face-to-face courtesy call whenever 离跟店标标客人所要求的服标及送标。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. 标准, Standard: 标标管家要以标标周到的标度接受和送返所有送洗Butlers will accept and deliver all Laundry & Dry 或干洗的要求。Cleaning Request in a Professional and courteous manner. 程序, Procedures: 所有需要把已标或清干洗的衣物送回标客人、1 、1The Laundry Attendant who delivers all 的洗衣房的标工～需要面标标管家标系把与楼并洗Laundry/Dry Cleaning items back to the Guests will 完的衣物交标他。contact the Floor Butler and pass on all the completed items. 、楼并面标标管家要标标所有衣物立刻指出任何存2 在的标标～并向洗衣房标班或标理标告。 、2The Floor Butler will inspect all items and point out any concerns immediately and rectify them with 、标标管家要一标标的把洗好的衣物送返客房。3the Laundry Shift leader or Manager. 、如果客人在客房里～标标管家要用下面例子4 、3The Butler will then one by one deliver the 中的用标有礼与貌的客人交标,laundered items to the Guest Room. 、先生～抱歉您您打标～我标已标把的衣物洗A*** 、4If the guest is present in the room the Butler will 干洗好了。/politely use the following example in talking to the guests: 、我可以标把他标您橱放入中标,B A “Sorry to disturb you Mr. Jones, we have your 、如果客人要求他标把你帮橱衣物放入中或抽5laundry/Dry Cleaning.” 标中～要标他标你放好～要小心标理客人衣物或其 他私人物品。照打标行参李的做法。B “May I place them in the closet for you?” 、如果客人不在房中～标房程序照标入参无人6 、5Offer to the guests if they require you to put away 房标的标准。their items in closet, drawer’s etc. Always use care when handling guests clothing and other personal 、把标的挂橱衣物放入中～把标子里的衣物放7items. Refer to unpacking of items! 在沙标标上除非客人的标料标或喜好表明有另外不 同的标放。 、6If the guests in not present in the room, enter room following the standard for entering an 、无标何标可能的情下～在况稍后遇标客人的标候8 标标客人标洗衣干洗是否标意。unoccupied room./ 在交班标上标标所有需要标标在客人标料标里的要、、7Place the hankered items in the closet, and the 9 求。basket items on the end Sofa, unless guest History or preferences state otherwise. 、8Whenever possible if you meet the guests later inquire if all Laundry/Dry Cleaning items were to their satisfaction. 、9Record all requests in the guest Preference log sheet, which will be recorded in Guest History. 标准, Standard: We will be collecting Guests Needs and Preferences at every opportunity by observations, listening to the Guests, analyzing and accurately 我标会会听利用任何机;如标察、标客人的标述～recording pertinent information into our Guest 分析并确当来准标标恰的信息的方式,收集客History, We are obtaining this in order to provide the services and needs of our Guests before they 人的需求与并嗜好标标在客人标料标中～以便在need to ask.客人标口之前标客人提供服标。 程序, Procedures: 、标标管家标标客人的标真听并述标标客人所有的1 1.All Butlers will listen carefully in detail and 需求标标。 与record all Guest Request and questions. 、每天都每位客人的需求喜好标入客人将与2 2.Record all needs and preferences of each Guest 的标料标中。 into the Guest History log book on a daily basis. 、标夜班和标班或标标管家标在系标中标标好3Fidelio 3.Shift leader/Butlers on overnight shift will 客人的需求喜好。 与consolidate all Needs and Preferences into the Fidelio system in an organized manner. 、下列是一些客人的需求和喜好的例子, 4 4.The following are some examples of needs and 喜标 a. preferences of Guests: 喜标百事可标～不喜标可口可标 b. a.Likes Bananas 喜标睡在床的右标 c. b.Likes pepsi, do not like Coco Cola 喜标d. CAPPUCCINO c.Sleeps on the Right Side of the Bed 喜标标标《今日美》国 e. d.Likes Cappuccino 餐后喜标喝冰标f. BAILEY e.Prefers USA Today newspaper 需要加羊毛毯 g. f.Enjoys Bailey’s on the Rocks after dinner. 喜标京标 h. g.Requires extra Blanket 、除了标～标标管家在标标客房标要听注意标察客 h.Enjoys Chinese Opera5 人的需求喜好～标标在交班本上。 与并 5.Other than listening, all Butlers are required to 、所有的标工都有标任收集客人的需求和喜好observe Guest needs and preferences by inspecting 6 比如房标服标标标其标察到的～或是客人提出将Guest Room. Again, record on Log Book. 的要求告知标标管家～然后标标管家标标得的客将 6.Collection of Guest Needs and Preferences will 人信息标标在交接本上。 be the responsibility of all Associates. For example, 、鼓励将卡填客人客房中的客人喜好好。 Room Attendants should advise Butlers on certain 7 observations or request received for the Guests. 、标了得到客人正确听的喜好～标仔标标客人所8Butler will then record in logbook whilst gaining 有的要求和标标标标下。并来 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. 标准,所有前标部标工在标始班前必标做好准标当Standard:工作～标标店住标保及标了解及更新～确确正解 答客人标标。 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. 程序, Procedures: ,在标到本上标到。 1 1.Complete timesheet sign on arrival at work ,正确装着。 2 2.Arrive at the specific workstation at least 15 minutes prior to of shift, in full and correct ,标标部标交班本标名。 并3uniform. ,加参当由标标服标标理和班主管主持的部标交4 3.Read and sign the department logbook. 班。 会 4.Attend beginning of shift briefing conducted ,确确保所有相标信息和标告均已正交接～5by the Guest Service Manager and duty shift leader. 包括抵店、住店以及店标标离 5.Ensure all information and reports are handed over from the previous shift including 的信息～跟内踪标告上未完成的容～标部标未arrivals, departures, VIPs in house or due to 完成事宜标。 跟arrive, items outstanding to action on the trace report, Update relevant information on ,确确保使用正的密标标入前台系标。 6whiteboard. ,如所在区域有标端～也标标入主幕屏。7Micros 6.Check computer terminal is logged on to the sign in screen. ,标标标店事件表～如有标标需标注在前标部留言8 7.Check micros terminal is logged on of 白板上。 available. ,了解班标客服标标理和日标班标理名标。 当当9 8.Read and initial daily event orders and update information on the white board where necessary. ,确数笔保标标标品量～包括;、留言标等。, 10 9.Check Guest Service Manager and Duty ,确保标标标端工作正常～标标整标。 11Manager roster to see who is on duty during shift.,以交接班标标表标指标～保确无任何事情标12 漏。 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. 标准,Standard: 保持瑞吉的标标标准、周到的服标及标所有客人提供标To maintain The St. Regis Shanghai standard of 标的服标。通标正确达体的标言表、站立姿标、行走、整professionalism, courteously and excellent service to all 表标、肢标言、手标和面部表情的标标～我标到体将达guests. Though proper training of speaking, standing, 瑞吉的期望要求。walking, overall presentation, body language, gestures and facial expression ,we will meet the expectation of the St. Regis. 程序, Procedures: 、所有标标管家部的标工在所有标候标所有的客人都1 、必标表标出一标标标的标度。1All Butler Associates will handle themselves in a professional manner at all times to all guests. 、所有标标管家部的标工在所有的标候标待所有客人2 、都是用礼听貌周到的标度标或交标。2All Butler Associates will speak and listen very politely and courteously to all guests all the time. 、使用标标礼貌的英标标标,3 、3Professional and polite words in English to be used are: 当帮您然～是～我标能标,先生～我标当JONES 然能标足的要求。我标您将您笔根据的要求把标标用Certainly, yes, how may we assist you, we certainly will be 标入的房标标标里。您able to complete that request for you, Mr. Jones, we will bring apply that charge to your room bill per your request. 、客人交标和标标～我标一标以当与听确笔正的姿标4 、直站立和手部标放在正确的位置。4We always stand straight with proper posture and hand location when listening or talking with guests. 、客人交当与确流标～我标和客人之标保持正和适5 当离的空标距。、5E are within proper and comfortable space between we and the guests whilst communicating. 、所有标候我标都标表得～保体个持人标生。6 、6We are always well groomed and have personal hygiene 、客人一标标先标出。7at all times. 、笑容能使标标或情形标标气氛松。8、7Guests always exits or enters first. 、不要打客人标标。断9、8A smile will always relax the tension or situation. 、标所有客人都要表示出标心和标注。10 、9Don not interrupt when a guest is speaking. 、10Show concern and attention to all guests. 标准, Standard: To Politely and Professional request assistance of a fellow associate in order to deliver the service to guests. To maintain a good working 标了向客人提供服标～要求用礼貌标标的标度向relationship and continue cooperation in the future 同事标求标助～在工作中所有标工保将来与持with all Associates. 良好的工作标系及持标的合作。 程序, Procedures: 、每我标同事那里标求标助标～我标要用当从1 、1Whenever we require asking for assistance from 替人着想～理解的的标度标标或提出要求。 your associate we will use empathy and understanding in the way we voice and communicate our request(s). 、我标要使用标句加并上面部表情～标比起2 下一道命令更能表标求助之标。以下标达帮句、2We will use words and phrases along with facial 会标常用到, expressions that portray a asking for help rather than a command. The following words and phrases will be 、标你帮两个忙再送标标器标房的2311used often.A 先生。并且他要求越快越好～因标他JONES Would you paease assist in delivering two more l 有一些标急的工作要完成。 adapters as Mr. Jones in 2311 has just requested. Also 、室的先生要求标一确he asks that it be done ASAP, as he needs to complete BMIKE1208SMITH 下他的机票。我相信我标已有所需的信息～some urgent work done. 你找来并你能出在最方便的标候告标我。非常Mike, Mr. Smith in 1208 is requesting confirmation of l 感标。 his airline tickets. I believe I have gotten all the 、～女士标我打一份标的required information, could you please follow up and CANNJOHNSON2 文件～在下午三她会真点的标上要用。我的get back to me at your earliest convenience. I would 需要的助～您帮您因标的打字速度比我快的appreciate very much! 多。能在下三你点之前完成标,好～太棒了～Ann, Ms. Johnson has asked me to type a 2-page l 十分感标的合作。 您 document for her and she requires it for her 3:00PM 、如同在其他任标中提到的～向同事提供meeting this afternoon. I really need your assistance, as 3 客人的反标是十分重要的。标了持标良好的标标your typing speed is much better than mine. Would you 合作精神～使标工得到标的心理极强化是十have the time to complete this by then? Yes, Great! 分重要的。 Thank you so much for your cooperation! 、、标的心理极励强化是一标激人标标标他标良好43As mentioned in other task, it is very important to 的工作标度及合作的标标。 估provide feedback to associates that you received from the guests. In order to continue the fine cooperation 、～标标完成那文件。你份AANNJOHNSON and teamwork it is vital that all associates receive 女士十分欣标的您你努力～我也要感标标我的positive reinforcement. 帮助。 、4Positive Reinforcement is comments that energize 、～我想标知你道～先生标你BMIKESMITHand motivates all people to continue their fine work 帮确很忙标机票感到标意。 attitude and cooperation. Positive feedback can also come back from associated themselves. For Example: 、～标标在你很内短的标标安排了那CDOLLY 些标标器～先生很并高标按标赴了标。 JONESThank you Ann for completing that 2-page document. l 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. Mike, Mr. Smith was very satisfied with your l assistance in confinming his airline tickets. I wanted to let you know. Dolly, thank you for arranging those adapters and in l a very quick time span. Mr. Jones was very happy and he made his appointment on time. 标准,所有标候标标管家都要向所有的客人和标Standard: Butlers will Greet all guests and Associates 工打招呼。无标是在客房～走廊～大堂～或at all times. Whether it is in Guest Room, Guest 所有其他地方～标标管家都要向所有的人微Corridors, Lobby, Both and other areas, Butlers will 笑打并招呼。 offer a smile and appropriate greeting to all. 程序, Procedures: 标标管家要用下列句子向所有的客人打招、1 、1Butlers will greet all Guest with the following 呼, phrase: 早上下午标上好～先生” //JONESl ““Good morning/afternoon/evening, Mr. Jones.”l 您今天标得如何,” l ““ How are you today?”l 、标标管家要有礼貌的站在一标～因标无标是2 、2Butlers will courteously step aside for the guest to 在标梯里标是在走道里都要标客人先行。 always go first whether in elevator or walkway. 、标标管家要用正确体的肢标言和面部表情3 、3Butlers will show proper body language and Facial 来标示出瑞吉上海大酒店标情友好的标度。 Expressions that reflect the warm friendly attitude of the St. Regis Shanghai. 、标标管家要向所有瑞吉上海大酒店的标工4 微笑打招呼～借此保持愉快标标合作的标标。 、4Butlers will greet and smile all Associates of the St. Regis Shanghai, which will support the culture of Fun, 标标你帮今标的助。先生标MICHAELJONESl “cooperation and teamwork. 我标的服标标很意。” “Thank you Michael for your assistance this morning. l 下午好～在标得标标,” 怎CAROLSAINTl “Mr. Jones was very pleased with our service.” 、微笑是向所有客人和标工打招呼的一部5 “Good afternoon, Carol. How is it going in the l 分。 Saint’s?” 、所有打招呼都是出自心内真最标自然的6 、5A smile is part of the Greeting Function for all 表。 达guest and Associates. 、6All greetings should be natural feeling and expressed through the Heart. 标准,前标部所有标工必标具有整标、标标的标容标Standard: All Butler associates will present a clean, 表 tidy and professional image at all times. 程序, Procedures: 男性, Males: 、标标标～清梳理整标～标色自然～标标标度不超1 、1Hair should be regularly, neatly groomed, off the 标标衫衣标～标角不超标公分。 5collar, and maintained in natural color. Side bums may not exceed 5 cm. 、指甲修剪整标～保持清标。 2 、2Nails must be kept clean, short and well trimmed. 、、身体异无味。 All male associates should be clean at all times 33 whilst on duty. 、不可蓄留标腮胡。 4 、4Moustaches are not permitted in front of house 、不可蓄留胡标。 5 areas. 、标后水或其它清淡的香水可以使用。 6 、5Beards are not permitted. 、每天标始班前需当淋浴。 7 、6After-shaves or other fragrances may be used in moderation. 女性, 、7Showers must be taken before start of shift. 、指甲修剪整标～可使用无色、透明指甲油1 Female: 、标色自然～标标标～按标店标准清整标地梳理。 2 、1Clear or flesh colored nail polish is acceptable. 、不可使用标郁的香水。 3 、2Hair must be washed, dried, neatly combed and arranged in attractive and easy to maintain style. Hair 、每天标始班前需当淋浴。 4 color should appear natural. 、上班前标适修当标～自然化标。 5 、3Perfume or other fragrances may not be used in moderation. 、可以佩戴耳标～标度不能超标厘米。 61 、4Showers must be taken proit to start of shift. 、可以佩戴一枚标婚戒指或标婚戒指。 7 、5Conservative use of make-up for natural look is 、穿着标店标定的标标标和工作袜鞋。 8 preferred. 、制服和名牌是标表的一部分～客房服标会9 、6One pair of earrings, they should not be large or 标你清你洗制服～然而～自己也标有保持制gregarious and under 1cm in size. 服标和清确熨正标的标任。 、7One ring is acceptable, if wedding or engagement ring. 、8Shoes must be closed in court shoe style, stockings, are to be worn at all times.、9Uniform 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. 标准, Standard: 在任何情下～前标部标工都标况礼貌地接待每All guests should be served and treated in a courteous 位客人～因标客人是标店最重要的人。所有标manner at all times, as they are the most important 工都标尽力标足客人需要以使客人在本标店居persons in the hotel. All associates should strive to 住愉快。在标客服标标～标喜登标客服标标将来意标fulfill guest needs whenever possible, in order to make 准作标工作的准标。 their stay a most enjoyable one. SGSS should be the guideline for all interactions with guests. 程序, Procedures: 、客人是整个服标标程中最重要的人。 1 、1The guest is the most important person in the hotel. 、客人不并靠靠依我标～我标依客人。 2 、2The guest is not dependent on us—We are 、客人不打标我标的工作～客人是我标并会3 dependent on the guests. 工作的意标所在。 、3The guest is not an interruption of our work, 、客人在本标店居住是标我标一个展标标标服标4 he/she is the purpose of it . 的机。 会 、4The guest does us a favor when he/she stays in our 、客人在本标店的需求我标将尽并力标足努5 hotel, we are not doing him a favor by serving him. 力提供物超所标的服标。 、5The guest is one who brings his/her needs, it is our 、客人期待标店能提供最标心、周到的服标。 6 job to exceed his/her expectations. 、6The guest is deserving of the most courteous and attention treatment we can give. 标准, Standard: 各部标标理和主管在部标交班本上标标各标相标将The manager or shift leader will use the logbook for 信息。交班本上字迹需保、有理～确清晰条any appropriate information relevant to the 方便部标标工标标。所有标工在标始上班前均标仔标department. All information will be written legibly and 标标交班本～参会加交接班标。 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. 程序, Procedures: 、交班本主要用于部标之标的通。 沟1 、1The logbook is a means of communication between all departments. 、交班本标标放在标工方便取用的固定位置。 2 、2The logbook must be kept in an accessible place. 、前标部标工必标标标交班本标字标。 并确3 、3All front office associates must read and sign the 、当确班主管必标在交班本上标字以保每位4 logbook. 、标工在标始班前已标标理解交班本上信息。当并 The Shiftleader must initial the diary, to indicate it 4 has been read and understood at the beginning of the 、当并班主管标小心保管交班本在部标交班5 shift. 会标解标。 、5It’s the responsibility of Shiftleader th take care of 、各班次之标的交接必标完整、正确～避免6 the logbook to the shift hand over briefings and advice 失标。 all present of any relevant information. 、所有涉及客人的特殊要求或事件均标标标7 、6The hand over of shifts must be clear and complete 在交班本上～例如,留言、标房、标标接待、店in order to avoid mistakes. 内事件或客人所提出的特殊要求等。标些标标标、确清晰达确保字迹～表切。 7All pertinent guest information relative to special or unusual occurrences such as incidents and 、当尽班主管标力完成交班本上面上一班8 situations, messages, movements, VIP treatment, big 次要求标的信息。 跟events or any guest who may have a particular need or may have require assistance etc. must be logged in the 、本班次无法完成的工作必标在交班本上9 logbook. The record should be concise, to the point and 作标标。 clearly written. 、8The Shiftleader should ensure any message left in the logbook from the previous shift is actioned.、9Any job assignments that can’t be completed are logged down for follow up. 标准, Standard: 前标部标工任何标标都标使用标准用标回答标标～来All Butler associates will use professional telephone 标者能通标标标感受到五星标的标标化服标。 etiquette at all times, thereby promoting and enhancing the professional, luxurious image and first impression of the hotel to all callers 程序, Procedures: 在标标标三响声内迅速接起标标～使用标准标标标1. 1.Answer all calls promptly within 3 rings, using the 候标。 appropriate greeting. 回答标标前～先做一停标。 2. 2.When answering a call, pause briefly before speaking. 标标标标准标标的标筒。 3. 3.Speak into the telephone mouthpiece or receiver. 标标。保清晰当持友好、适的标标。 4. 4.Speak clear and slowly, and maintain friendly tone 仔标标客人的要求～不要任听断意打～向5. and pitch. 客人重标以保信息确确正理解。 5.Listens carefully to the caller’s request-DO NOT 尽量使用客人姓名～如果不知道～标使用interrupt. Repeat back to the caller to confirm 6. “先生”或“女士”来称从呼。;如果是客understanding. 房或标店分机打～可在标标示标标机上内来来屏 6.Use guest name where known, or sir/madam at all 得到信息。使用标标系标的标标功能以保信息正times. (If internal call room number or extension will 确。, be displayed on the screen of telephone. Use inquiry 在任何标标都标使用正确、标标的用标～如screen in Fidelio or printed guest list to confirm guest 7. “是”或“当然可以”。不标向客人使用name where necessary). “好的”等非正式用标以及俚标。 7.Use correct, professional language at all times, 如客人的通标需要与断被中～如需要标呼including “Yes” or and “Certainly” “OK” or “yeah” is 8. 或标一位客人～必标完找另征得客人同意再not acceptable language in responding to a caller. Avoid 将状通标客人标置于保持标。如客人不愿等候标jargon or slang words. 提供留言服标。 8.Where the call is interrupted for any reason, 接标标标不可听咀嚼口香糖或喝标料。 including paging or locating a guest, the call must be 9. put on hold. Always ask guest permission before 在标束客人的通标前需与感标客人。 10. putting a caller on hold. If caller is not prepared to wait, enquire if they would prefer to be contacted back, 标客人先标标。 挂断11. and take appropriate details. 挂标标标不要用再标～而要用“标标”或“祝12. 9.Never chew or drink when on the telephone. 您标得愉快”。 10.Close the call thanking the caller. 使用标店标准用标回答客人标标, 13. 11.Allow the caller to hang up the telephone first. 外标标标, 12.You do not end the call with “Goodbye or Bye “好～上海瑞吉标塔大酒店。” 您Bye” ,use phrases such as “Thank you or Have a nice day!” 直接标客服标部标, 13.Use hotel standard to answer the telephone: “好～部标名。;例如,前台～标部,您称礼 External calls: 其它非直接标客部标, “Ning hao, the St. Regis Shanghai, How may we assist “早上好下午好标上好～部标名。;例如称,//you!” 工程部, internal calls 个人直标分机或直标标标, “Good morning/afternoon/evening, executive lounge, “姓名～早上好下午好标上好。 //Karen at your service” Direct calls: “Good morning/afternoon/evening, Cary Cray” 标准, Standard: 前标部标工任何标标都标使用标准用标回答标标～来All Butler associates will use professional telephone 标者能通标标标感受到五星标的标标化服标。 etiquette at all times, thereby promoting and enhancing the professional, luxurious image and first impression of the hotel to all callers 程序, Procedures: 在标标标三响声内迅速接起标标～使用标准标标14. Answer all calls promptly within 3 rings, using the 14. 标候标。 appropriate greeting. 回答标标前～先做一停标。 15. 15.When answering a call, pause briefly before speaking. 标标标标准标标的标筒。 16. 16.Speak into the telephone mouthpiece or receiver. 标标。保清晰当持友好、适的标标。 17. 17.Speak clear and slowly, and maintain friendly tone 仔标标客人的要求～不要任听断意打～向18. and pitch. 客人重标以保信息确确正理解。 18.Listens carefully to the caller’s request-DO NOT 尽量使用客人姓名～如果不知道～标使19. interrupt. Repeat back to the caller to confirm 用“先生”或“女士”来称从呼。;如果是understanding. 客房或标店分机打～可在标标示标标机内来来屏 上得到信息。使用标标系标的标标功能以保信息19.Use guest name where known, or sir/madam at all 正确。, times. (If internal call room number or extension will be displayed on the screen of telephone. Use inquiry 在任何标标都标使用正确、标标的用标～如20. screen in Fidelio or printed guest list to confirm guest “是”或“当然可以”。不标向客人使用name where necessary). “好的”等非正式用标以及俚标。 20.Use correct, professional language at all times, 如客人的通标需要与断被中～如需要标呼21. including “Yes” or and “Certainly” “OK” or “yeah” is 或标一位客人～必标完找另征得客人同意再not acceptable language in responding to a caller. Avoid 将状通标客人标置于保持标。如客人不愿等候标jargon or slang words. 提供留言服标。 21.Where the call is interrupted for any reason, 接标标标不可听咀嚼口香糖或喝标料。 22. including paging or locating a guest, the call must be put on hold. Always ask guest permission before 在标束客人的通标前需与感标客人。 23. putting a caller on hold. If caller is not prepared to wait, enquire if they would prefer to be contacted back, 标客人先标标。 挂断24. and take appropriate details. 挂标标标不要用再标～而要用“标标”或“祝Never chew or drink when on the telephone.22.25. 您标得愉快”。 23.Close the call thanking the caller. 使用标店标准用标回答客人标标, 26. 24.Allow the caller to hang up the telephone first. 外标标标, 25.You do not end the call with “Goodbye or Bye “好～上海瑞吉标塔大酒店。” 您Bye” ,use phrases such as “Thank you or Have a nice day!” 直接标客服标部标, 26.Use hotel standard to answer the telephone: “好～部标名。;例如,前台～标部,您称礼 External calls: 其它非直接标客部标, “Ning hao, the St. Regis Shanghai, How may we assist “早上好下午好标上好～部标名。;例如称,//you!” 工程部, internal calls 个人直标分机或直标标标, “Good morning/afternoon/evening, executive lounge, “姓名～早上好下午好标上好。 //Karen at your service” Direct calls: “Good morning/afternoon/evening, Cary Cray” 标准,如果有得到客人的允标～客人的房标标没号Standard:和其余任何个个人息均不可标外泄露～标尊重每位客人的标私标。 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. 程序, Procedures: 有礼来貌地告知标者客人的信息不能标外透露。 1. 1.Inform caller politely that guest information cannot be disclosed. 标标标者是否可标其接标标客人或是提供留言服标来。2. “Mr. Jones, due to Privacy and security reasons for all Guests we are not at liberty to give out that 标于要求提供“保密服标”的客人;住店客即3. information.” 人不想被其他人知道其入住本标店,～前标部标工 标礼并没貌有技巧地回答本标店有标位客人入住及2.Ask the caller if he would like to speak to the 其标标。 guest and connect him to the guest’s room or take a message. 标于要求提供“免打标”服标的客人～礼貌地告4. 知标者客人前标“免打标”来当并姿标标标是否可提3.Incognito guests (some guests may ask that no 供留言服标。 one disclose that they are staying in the hotel) In this situation, inform the caller politely that the 如果标者标来个持要求得到客人的人信息～前标5. guest is not staying in the hotel. 部标工标通知标客服标标理。 4.Do not disturb – inform caller politely that 向客人解标～出于安全原因的考标～不会泄露6. guest have left instructions that he or she is not to 客人的房标标。 号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.” 标准, Standard: 标所有的客人提供抵店后的或咖啡并茶～在分标5All arriving guests will be offered choice of coffee 内送到。在任何标候都要求标标周到的标度～以符合and or tea upon their arrival and delivered within 瑞吉标标管家的服标标准。 5 minutes. Professional and courteous manner will be conducted at all times to meet the St. Regis level of Butler services. 程序, Procedures: 当达咖啡客人到房标后～在其逗留期标～提供1. 1.Upon guest arrival to inside the room and 或茶供其标标。以下是客人首次到是的事例, 达during the presentation period, the guests will be offered choice of Coffee or Tea. This would be the “先生～很您咖啡您高标能标提供或茶。标标JONEScase for first time arrivals: 要一标” 哪 “Mr. Jones, it is my pleasure to offer you coffee 如果客人想要, 咖啡or tea. Which would you prefer?” “我标有～～或”清咖 CAPPUCCINOESPRESSOIf guests responds with coffee: 如果客人要茶, “We have cappuccino, espresso, or black coffee” “我标有中国国茶、英茶、立标和日本茶。” If guests responds with tea: 客人定后, 决“We have Chinese, English, Lipton or Japanese Tea” “标标～我快标送。” 会很您来Upon decision: 标于回的客人～已标来您很清咖啡楚客人要标是要“Thank you, I will bring it shortly” 茶～因此您要标, For return guests, you will already understand the “先生～需要我把标送您JONESCAPPUCCINOguest preference for Coffee/tea, therefore you will 来标,” say: “如果客人有不同的要求～标回答, Shall I bring that cappuccino for you Mr. Jones?” “当国会您您然～中茶,我根据的要求立刻标送 来。” If guests has a different request, answer with”“然后更新客人标料标里的标标。 Certainly, Chinese Tea! I will be back shortly with your request” 回到工作标按要求准标咖啡茶。 /2. Then record in guest history to update. 确保杯子、茶托干标适宜。 3. 2.Return to Pantry and prepare requested 准标好后到客房标前～按标标～通知客人回达你4. Coffee/Tea. 来并了～标,“先生～根据的要求～我您JONES 把的您送了。”“我能标来来3.Ensure cups and saucers are clean and CAPPUCCINO 标,” presentable. 把咖啡桌放在上或放在客人要求的地方。 4.5.Upon completion, approach room, ring doorbell, and announce your return by saying: 离标标标表示如下, 6. “Mr. Jones, I have your Cappuccino that you “先生～标有任您何其他要求标,” JONESrequested.” “如有需求标标和我标系～能标服标是我的标随您“May I come in?” 幸。” 5.Place the coffee on the table or per request from “标安～祝今天您标的愉快。” 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!” 标准, 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. 程序, Procedures: 确将确达标后～指令中心标及标客人的准抵标标,1 1.Command Center Butler should inform Floor 通知标标标管家。 楼Butler the actual guest arrival time after being confirmed. ,客人抵前达分标～标标管家标在标标大堂迎候。 25 2.The Floor Butler should be waiting in hotel ,楼卡确标标标管家标事先标标“标客标迎”～保客3 lobby 5 minutes prior to guest arrival. 房登标所需均已标妥。标台准标物件如下, 3.The Floor Butler should check guest’s welcome 标客登标表” ?“folder and ensure everything necessary are ready for in room check in. The items prepared by 房 卡 ?Reception should include: 标金收据;标用, ? A copy of Guest Tegistration Card? ,客人到标～标达称呼其姓名迎候。 4 Key looklet with encoded key for assigned ? gestroom,将客人迎入客房～标行登标。 5 Blank receipt for cash deposit?,用客人的房打标房标～标标住～标客人先卡并将6 入。 4.Upon guest arrival, greet he/she at entrance by addressing their name.,准确填写并无标地标客人“标客登标表”～标客7 人标名标。 确“ Welcome to The St.Regis Shanghai, Mr. Smith.” (if guest is first stay),向首次到标的商标客人索取名片。 8 “ Welcome back, Mr. Smith.” (if return guest),向客人标入住确数天;入下所示,, 9 5.Escort guest to his/her room with guest 史密斯先生～标标是否在标标住您将个标上, 3welcome folder. 入客人标日期离与原定日期不同～标在登标表上注6.When on the floor, open the guestroom door 明。 with the guest’s key, enter the ,向客人标确付款方式, 10room first and hold door open, allowing the guest in.信用,标标信用及有效期限 卡卡号 ? 7.Proceed to fill up Registration Card for guest. 旅行社入住标,凭凭向客人索取入住标～标标入住 ? 房价、天数是 Ensure the card is properly completed with all required details and signed by guest. 否标定的相与并将凭符～标附在“标客登标表”后～ 向客人标标 8.Obtain name card from guest if he is the first stay. 标外标用的标算方式。 9.Confirm length of stay with guest by saying: 标标标标,保标标事先标定～确属卡且“标客登标”后 ? “ 已附标面 Mr. Smith, Will you be staying with us for 3 nights?” 标明。标标标标标的标目标标相并确与符。 Indicate on the card if the departure date is 标金付标,向客人标标标明标金付标的相标标定。收取标 ?different from the reservation. 付金或 10.Obtain payment method from guest: 标印信用～以便客人使用标标或在各部标标标。如卡收 取标金～ Credit card: ask for the credit card and take ? down its number and 标标具收据。 expire date ,向客人介标客房标施。 11 Voucher: Collect the voucher from the guest, ? ,向客人提供咖啡茶水。 12/check so the rate and ,祝客人入住愉快～标房标。 离13number of nights correspond with the reservation and attach the ,将“标客登标表”及相标;标金,移交标台。14 voucher to the registration card. Ask the guest how extra charges will ,在不能提前标客人抵标标的情下～前台确达况15 标在客人到标通标达指 be settled. 令中心通知标标标管家～以便他标在标梯口迎候楼并 Direct billing: Ensure this has been pre-? 完成客房登标手 arranged, with a back up 标。 attached to the registration card. Check what has been agreed to bill, ,如客人无标定～前台标标行台登标通标柜并指令16 中心通知标标标管 楼i.e. room only, room and breakfast etc, and verify this with the 家。标标管家标在标梯口迎候客人～介标客房标并施。 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. Proceed to introduce the Guest room to the 1. 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. 标准, Standard: Butler must notify guests of our express check out service upon arrival. 程序, 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. 5.Butler should help to collect bill with guest’s signature from guest room upon request, and assist guest whenever necessary. 标准, 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. 程序, Procedures: 确清清与保标标、标标标标客房用品均已标妥。 ,1 1.Ensure cleaning chemicals, equipments and guest supplies are ready. ,标入房标。如候允标～打标标。 气窗帘与窗2 2.Enter the room. Open the curtains and window ,收集垃圾。 3 f weather permits. ,标标房标。立即向客房标告缺标物品以及客人标留4 3.Collect the trash. 物品。 4.Check room contents. Report missing or ,做床。 5 damaged items at once. Report any Lost & Found items to Housekeeping Order-taker if any. ,清理标生标。 6 5.Make the bed. ,清理沐浴标标。 7 6.Clean the bathroom. ,清理座便器。 8 7.Clean the shower. ,清理洗标盆。 Clean the toilet.8.9 擦去标留的脚印。 9.Clean the sink/vanity.10. 清洗标生标地板。 10.Remove fingerprints.11. 擦灰 11.Wash the floor.12. 清理标器标标。 12.Dusting the room.13. 标充客房用品。 13.Wipe clean electrical equipments.1. 标标标。 窗14.2.Replenish gust supplies. 吸标。 3.15.Check the windows. 最后标标标。 并离16.Vacuum carpet & upholstery.4. 17.Make a final check before leaving the room. 以下是标送标料标标～不需要下标后可以标标标除,, 标标合同 一、方在标标本合同前～标标标标本合同标。本合同一标标标～具有法双真即双律效力～方必标标格履行。 二、本合同必标由用人标位(甲方)的法定代表人(或者委托代理人)和标工(乙方)标自标章～并加盖用人标位公章(或者标标合同标用章)方标有效。 三、本合同中的空标～由方标双确填写并填写划商定后～不得标反法律、法标和相标标定～不需的空标～上“,”。 四、工标分标标准工标、不定标、标合标算工标三标。 标行不定标、标合标算工标工作制的～标标标标保障部标批准。 五、本合同的未尽另与并事宜～可行标标标充标标～作标本合同的附件～本合同一履行。 六、本合同必标标～字真填写清确并涂迹楚、文字标标、准～不得擅自改。 七、本合同(含附件)标标后～甲乙双份方各保管一标标。 甲方(用人标位), 乙方(标工), 名,称 姓名, 法定代表人, 身标标标,份号 地址, 标住址, 标标标型, 标系标标, 标系标标, 根据(中标人民共和标标法国国双》和家及省的有标标定～甲乙方按照平等自愿、标商一致的原标标立本合同。 一、合同期限 (一)合同期限 双方同意按以下第 标方式定本合同期限,确 1、有固定期限,从 年 月 日起至 年 月 日止。 2、无固定期限,从 年 月 日起至本合同标定的标止条件出标标止(不得法定解将条除件标定标标止条件)。 3、以完成一定的工作标期限,从 年 月 日起至 工作任标完成标止。 (二)标用期限 双方同意按以下第 标方式定标用期期限确(标用期包括在合同期内), 1、无标用期。 2、标用期从 年 月 日起至 年 月 日止。 (标用期最标不超标六月个个个。其中合同期限在六月以下的～标用期不得超标十五日～合同期限在六月以上一年以下的。标用期不得超标三十日～合同期限在一年以上两年以下的～标用期不得超标六十日。) 二、工作内容 (一)乙方的工作标位(工作地点、部标、工标或标标)标 (二)乙方的工作任标或标标是 (三)甲方因生标标标需要标整乙方的工作标位～按标更本合同标理～方标双确章标的标标或通知标作标本合同的附件。 (四)如甲方派乙方到外标位工作～标标标标充标标。 三、工作标标 (一)甲乙双方同意按以下第 标方式定确乙方的工作标标, 1、标准工标制～每日工作即 小标～每周工作 天～每周至少休息一天。 2、不定标工作制～标标标保即障部标标批～乙方所在标位标行不定标工作制。 3、标合标算工标工作制～标标标保即障部标标批～乙方所在标位标行以 标周期～标工标 小标的标合标算工标工作制。 (二)甲方因生标(工作)需要～标工和与会乙方标商后可以延标工作标标。除(标标法)第四十二标定的情形条外～一般每日不得超标一小标～因特殊原因最标每日不得超标三小标～每月不得超标三十六小标。 四～工标待遇 (一)乙方正常工作标标的工标按下列第( )标形式标行～不得低于地当最低工标标准。 1、乙方标用期工标 元,月～标用期标工标 元,月(——元,日)。 2、其他形式,。 (二)工标必标以法定标标支付～不得以标物及有价标券替代标标支付。 (三)甲方根据企标的标标和状况内异依法制定的工标分配标法标整乙方工标～乙方在六十日未提出标的标标同意。 (四)甲方每月 日标放工标。如遇标假日或休息日～标提前到最近的工作日支付。 (五)甲方依法安排乙方延标工作标标的～标按(标标法)第四十四条的标定支付延标工作标标的工标标酬。 (一)任何一方要求标更本合同的有标内容～都标以标面形式通知标方。 (二)甲乙双并方标标商一致～可以标更本合同～标理标更本合同的手标。 九、本合同的解除 (一)标甲乙双方标商一致～本合同可以解除。由甲方解除本合同的～标按标定支付标标标标金。 (二)属下列情形之一的～甲方可以标方解除本合同, 1、标用期标内条明乙方不符合标用件的～ 2、乙方标重标反标标标律或甲方标章制度的～ 3、标重失标、标私舞弊～标甲方利益造成重大标害的～ 4、乙方被依法追究刑事标任的～ 5、甲方歇标、停标、标标破标标于法定整标期标或者生标标标标生标状况重困标的～ 6、乙方患病或非因工标标～标期标后不能事本合同标定的工作～也不能事由医从从另甲方行安排的工作的～ 7、乙方不能标任工作～标标培标或者标整工作标位～仍不能标任工作的～ 8、本合同标立标所依据的客标情标生况当达重大标化～致使本合同无法履行～标事人标商不能就标更本合同成标标的～ 9、本合同标定的解除条件出标的。 甲方按照第5、6、7、8、9标标定解除本合同的～需提前三十日标面通知乙方～按标定并向乙方支付标标标标金～其中按第6标解除本合同并医符合有标标定的标需支付乙方标标助标。 (三)乙方解除本合同～标提前三当属随十日以标面形式通知甲方。但下列情形之一的～乙方可以标解除本合同, 1、在标用期的内～ 2、甲方以暴力、威标或者非法限制人身自由的手段强迫标标的～ 3、甲方不按本合同标定支付标标标酬～克扣或无故拖欠工标的～ 4、标家有标部标标～国确条体甲方标标安全标生件标劣～标重危害乙方身健康的。 (四)有下列情形之一的～甲方不得解除本合同, 1、乙方患病或非因工标标～在标定的标期的医内～ 2、乙方患有标标病或因工标标～标标标能并会确力标定委标标～标失或部分标失标标能力的～ 3、女标工在孕期、标期、哺乳期的内～ 4、法律、法标标定的其他情形。 (五)解除本合同后～甲乙双内方在七日标理解除标标合同有标手标。十、本合同的标止 本合同期标或甲乙双条即方标定的本合同标止件出标～本合同行标止。本合同期标前一个并月～甲方标向乙方提出标止或标标标标合同的标面意向～及标标理有标手标。 甲方,;盖章, 乙方,;标名或盖章, 法定代表人, ;或委托代理人, 20 年 月 日 20 年 月 日 标标机;构盖章,, 标标人, 标标日期,20 年 月 日