大酒店贴身管家服务程序.docx

大酒店贴身管家服务程序*大酒店管家服务程序 Standard: 标准： Butlers will have basic knowledge about matters of 专职管家应有关于机票事宜的基本知识，并能够完ticketing and able to complete some basic steps in 成解决这些问题的基本步骤。 resolving them. Procedures: 程序： 1. Butlers shall be knowledgeable of type of guest 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： requests relating to matters of air-ticketing: § Reservation: To reserve/book a seat on a flight § 预定：为客人或乘客在某一航班上保留/预定一个位子。 for a guest or passenger. § Reconfirmation: To confirm with airline that § 确认：与航空公司确认客人将在特定的日guest is leaving on a particular day via a particular flight. 期经由特定的航班离开。 § Change: To change guests departure date, flight § 更改：更改客人的离开日期，航班号/离开时间。 number/departure time. § Re-route: Changing of destination. § Endorsement: company. § 变更旅程：变更目的地。 Changing of carrier/airline § 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§ Refund: Can only be done by guest from place of 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 了解： information indicated on air-ticket: § 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 § 乘客姓名 § Ticket number § Validity period § Free bag allowance § Ticket restrictions § 机票号 § 有效期 § 允许随身携带多少包件 § 机票限制 3. Butler shall always ask for second/third options 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。 from guests upon handling the requests. 4. Butlers shall take personal responsibility of 4. 专职管家个人在处理过程中将对客人的机 safeguarding guests air-tickets during the request process. 票安全负有责任。 5. For reference purpose, butlers shall always ask for 5. 出于参考的目的，专职管家在处理完这些要name of airline staff who he is speaking to after they done 求后需总是问得他所与之对话的航空公司员工的姓the requests. 名。 6. Butlers shall place guest air-ticket in Air-ticket 6. 专职管家在完成服务后需将客人的机票置Envelope upon handing it back to guest after completing 于票夹内交还给客人。 of service. 7. 专职管家总是需亲手将机票交回给客人。 7. Butlers shall always hand air-tickets back to guest in person. Standard: 标准： All Butlers will constantly thinking of ways to service the 所有的专职管家要经常思考服务客人的方法，在客Guest by means of offering Guests Preferences before 人提出要求前为客人提供他们想要的服务。通过观they ask. By observation of gestures/facial expressions 察客人的手势/面部表情，以及从客人历史记录上记and by knowledge of information in Guest History, we 载的信息，我们将在一贯的基础上为客人提供个人will provide personalized Guests service on a consistent 化的服务。 basis. 程序： 1. 所有的专职管家应熟知所有预抵客人客史. All Butlers shall review all arriving guests needs 里的需求与喜好。 and preferences located in Guest History. 2. 通过了解和学习每一位客人的需求和喜好,Procedures: . By understanding and studying/updating each 专职管家将在客人要求前提供服务。 Guest needs and preferences Butlers will deliver the 3. 通过观察的技巧，专职管家可以得知客人的service before the Guests ask. 需求。观察肢体语言，手势，面部表情例如迷惑，. Using Observation Skills one will determine 兴奋，搜寻某物等，一位专职管家至少将提供他/她Guests needs. Looking at Body Language, hand gestures, 的帮助。但是如果能确定客人的要求，则需完成对facial expression such as confused, excited, looking for 客服务。 something etc, a Butler will at least offer his/her 4. 专职管家将在客人不在房间里时检查客房，assistance. But if it can be determined what the Guest is 并从中找到客人的需求与喜好。 requiring, then complete the service to the Guests. 5. 所有的客人喜好必须以标准的形式输入. Butlers will inspect Guest rooms in the absence of OPERA系统的宾客文档里。 Guests to find Guest needs and preference. 6. 通过来自所有部门的大量信息和统一合并. . All guest preference shall be input into OPERA 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。 guest profile in standard format. Through large amounts of info obtained by all departments and consolidated in Guest History, we will provide fast and efficient service to all Guests. 标准： Standard: Guests with no arrival time & pick up shall be greeted and 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。 received by Butlers on the floor upon their arrival. Procedures: 程序： . 前台客房控制员将把预抵客房事先排定。 Front Service Room Controller will pre-block . 专职管家需检查已排定的客房并确保客房arrival rooms whenever possible. . Butler shall inspect assigned guest room and 已为客人入住做好准备。 当客人到达前台时，前台接待需确认其预定ensure everything in the room is ready for occupying. . . Upon guest arrives in Reception, GSA shall verify 并告知专职管家该客人的到达。 . 专职管家需在排定的客房所在楼层电梯厅the reservation and inform Butler of this particular guests . 等待客人到达。 arrival. 前台接待或楼层专职管家需引领客人至楼. Butler shall proceed to guest lift lobby .of assigned rooms floor and wait for guests coming up. 层，并在电梯厅将该楼层的专职管家介绍给客人。 . 专职管家需在介绍之后问候并接待客人，完GSA, or Lobby Butler shall escort guest to the lobby. . 完成问候之后，专职管家需以问候类别楼. Butler shall greet and receive the guest after being introduced, and proceed to in-room registration and 层问候来更新宾客文档，以备日后参考。 . service/facility introduction. (Refer to S&P RM-BU-A020 & A021) . After completing the greeting, Butler shall update guest profile with greeting type Floor Greeting for future reference. /REPLYVIEW/REPLYVIEW Standard: 标准： Shall there are guests not being greeted and received by 专职管家如没有在大堂或楼层上问候和迎接抵店客Butler in the lobby or on the floor, Butler shall make 人，就需要进行客房内的自我介绍和提供专职管家self-introduction and offer butler services. Butler shall 服务。专职管家需在客人进入房间后10分钟内完成 take this action within 10 minutes after guest enters the 这一任务。 room. Procedures: 程序： . 前台客房控制员将把预抵客房事先排定。 . Front Service Room Controller will pre-block . 专职管家需检查已排定的客房并确保客房已arrival rooms whenever possible. 为客人入住做好准备。 . Butler shall inspect assigned guest room and . 在得知客人已进入房间时，专职管家需和前ensure everything in the room is ready for occupying. 台接待核实，刚才谁引领客人进入客房，并去看一. Upon knowing guest already entered the room, 下客人是否要求服务。 . 专职管家需敲门并进行自我介绍。同时，也Butler shall check with GSA, who escorted guest just 可以进行客人要求的服务。 now, to see if any services being requested by guest. . 自我介绍时，专职管家需使用以下标准用语： . Butler shall make self-introduction by knocking on guest room door. Meanwhile Butler may also deliver “Jones先生，我是您的专职管家John。我来送您的咖啡我可以占用您几分钟时间为guest service requests. . For self-introduction, Butler shall use the 您介绍一下房间的设备吗？” . 如果客人希望你介绍的话，专职管家需参照following standard phrase: S&P RM-BU-A021。 “Mr Jones, I am your Butler John. I am here with your coffee (if it is requested by guest) . 如果客人打着请勿打扰的灯，专职管家需从May I take a few of your minutes time to introduce some 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 features and facilities of your room?” 6. If guest wish to have the introduction, Butler 请在您回来时与我联系，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shall proceed with reference to S&P RM-BU-A021. 7. If arrived guest room is under Do Not Disturb, or 务。您在按下床头电话上的“专职管家”键后，我not in the room, Butler shall leave a message under guest 会立即到您的房间里来。 rooms door to notify guest of your presence. The 您的专职管家 standard phrase shall be: . 专职管家需以问候类别房内问候来更新宾Dear Mr./Mrs./Dr. (Last Name) Please contact me when you return(or at your 客文档，以备日后参考。 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. 标准： Standard: Guests with arrival time and airport pick up shall be 专职管家需在客人到达时，于酒店大堂入口处问候greeted and received by Butler at the hotel entrance upon 并接待有到达和接机时间的客人。 arrival. 程序： Procedures: . Rooms for guests with arrival time and airport 1. 有到达和接机时间客人的房间将由前台客房pick up will be pre-assigned by Front Service Room 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Controller in the morning whenever possible. Butler shall inspect assigned guest room and 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 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。 prior to guests arrival. . Command Center will notify Butler what time 4. 专职管家需至少在客人预估到达前10分钟，the arrival guest leaves the airport, and what the vehicle 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。 number is for the car. . Butler shall come down the hotel entrance to 5. 当客人走进酒店入口时，专职管家需接近并standby for greeting at least 10 Mins before estimated 以热情的微笑问候客人： arrival time of guest, with this guests welcome folder. § “早上/下午/晚上好 Jones先生,欢迎来0. When guest walk into hotel entrance, Butler shall *大酒店。我是您的专职管家STEVEN。请让我带您去您的房间。” approach to him and greet him with warm smile: a. “Good Morning/afternoon/evening, Mr Jones, § 或者“早上/下午/晚上好 Jones先生,欢迎回Welcome to St. Regis Shanghai. I am your Butler Steven. 来！我是您的专职管家STEVEN。请让我带您去您Please let me show you the way to your room.” (if guest 的房间” 6. 问候之后，专职管家需带领客人进入他/她的is 1st visitor) b. or “Good Morning/afternoon/evening, Mr Jones, 房间，进行房内入住登记和客房介绍。 show you the way to your room.” (if guest is return one) 7. 在完成问候之后，专职管家需以问候类别1. After greeting, Butler shall show guest the way 大堂问候来更新宾客文档，以备日后参考。 to his/her room for in-room registration & guest room introduction. (Refer to S&P RM-BU-A020 & A021) 2. 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 butlers pantry 每个专职管家工作间都有一块用来记录特定相应专职管家有责任在每个班次room, which is served as place of recording guest 楼层客人信息的白板。information of particular floors. Butler is responsible for 内更新白板上的客人信息。 updating guest information on the white board on a shift basis. Procedures: 程序： . 信息栏白板据特定相应楼层的住客/到客情1. The information whiteboard contains the following information regarding to in-house/arrival guest on 况包括以下信息： . 客人姓名 particular floors: . 房间号 a. Guest name . 房态 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. . . . . 0. 水果 鲜花 个人迷你吧 免费熨烫 需跟进的服务 一块信息栏白板用来记录两个楼层的客人信息。 1. 专职管家需在每日工作开始和结束时更新信息栏白板。 标准： 应按照宾馆规定标准及时间清扫客房，以便客房出All guest room must be cleaned according to The St. 售。 Regis Shanghai standard. All guest room must be Standard: cleaned within regulated period of time so that they will be released for sale. All rooms must be inspected after cleaning. Procedures: . 程序： 清扫设备与客房用品均已备妥。 Ensure cleaning chemicals, equipments and guest 1. 确保清洁济、2. 进入房间。如气候允许，打开窗帘与窗户。 supplies are ready. . Enter the room. Open the curtains and window if 3. 收集垃圾。 4. 检查房间。立即向客房部报告缺损用品以及weather permits. . . Collect the trash. 客人遗留物品。 Check room contents. Report missing or damaged 5. 做床。 items at once. Report any Lost & Found items to 6. 清理卫生间。 7. 清理沐浴设备。 Housekeeping Order-taker if any. 8. 清理座便器。 . Make the bed. 9. 清理洗脸盆。 . Clean the bathroom. 10. 擦去遗留的指印。 . Clean the shower. . . 0. 1. 2. 3. 4. 5. 6. 7. Standard: 标准： Clean the toilet. Clean the sink/vanity. Remove fingerprints. Wash the floor. Dusting the room. Wipe clean electrical equipments. Replenish guest supplies. Check the windows. Vacuum carpet & upholstery. Make a final check before leaving the room. 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。 前厅部员工都应礼貌地接待每位客All guests should be served and treated in a courteous 在任何情况下，manner at all times, as they are the most important persons 人，因为客人是饭店最重要的人。所有员工都应尽在对in the hotel. All associates should strive to fulfill guest 力满足客人需要以使客人在本饭店居住愉快。应将喜来登对客服务满意标准作为工作needs whenever possible, in order to make their stay a most 客服务时，enjoyable one. SGSS should be the guideline for all 的准则。 interactions with guests. Procedures: 程序： 1. The guest is the most important person in the hotel. 1. 客人是整个服务过程中最重要的人。 2. The guest is not dependent on us -We are dependent 2. 客人并不依靠我们我们依靠客人。 on the guests. 3. 客人并不会打扰我们的工作，客人是我们工3. The guest is not an interruption of our work, he/she 作的意义所在。 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4. The guest does us a favor when he/she stays in our 务的机会。 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5. The guest is one who brings his/her needs, it is our 提供物超所值的服务。 job to exceed his/her expectations. 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： We will be collecting Guests Needs and Preferences at 我们会利用任何机会(如观察、倾听客人的陈述，every opportunity by observations, listening to the 分析并准确记录恰当的信息的方式)来收集客人的以便在客人开Guests, analyzing and accurately recording pertinent 需求与嗜好并记录在客人资料库中，information into our Guest History. We are obtaining 口之前为客人提供服务。 this in order to provide the services and needs of our Guests before they need to ask. Procedures: 程序： . 所有的专职管家将仔细倾听和记录所有客. All Butlers will listen carefully in detail and 人的要求和问题的细节。 record all Guest Request and questions. . 每一个班次的领班/专职管家应该把所有客. Shift leader/Butlers of each shift will 人的喜好以一种有组织的方式整合并记录在consolidate all Needs and Preferences into the OPERA OPERA系统里，客人的喜好应该包括以下内容： 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 抵达需求 每日所需 喜好 产生的问题 解决结果 礼物 以下是客人需求与喜好的一些例子： o Gifts a. 喜欢香蕉 . The following are some examples of needs and b. 喜欢百事可乐，不喜欢可口可乐 preferences of Guests: c. 喜欢睡在床的右边 . Likes Bananas d. 喜欢喝卡布其诺 . Likes Pepsi, do not like Coco Cola e. 爱看报纸今日美国 . . dinner. . Sleeps on the Right Side of the Bed Likes Cappuccino f. 喜欢在餐后喝 Bailey酒 g. 要求加毛毯 Prefers USA Today newspaper h. 喜欢中国戏剧 Enjoys Baileys on the Rocks after 4. 除了倾听，所有的专职管家要求做到通过检. . . Requires extra Blanket Enjoys Chinese Opera 查客房来收集客人的喜好。然后，再次记录在交班本上。 Other than listening, all Butlers are required to 5. 收集客人的需求与喜好是所有员工的责任。客房服务员应该在观察或接到客人的要求后observe Guest needs and preferences by inspecting 例如，告知专职管家客人的喜好。然后，专职管家将把得Guest Room. Again, record on Log Book. . Collection of Guest Needs a