The St.

Regis Shanghai Standard & Procedure 上海瑞吉红塔大酒店 标准与程序

Position: Butler 职位:专职管家
Department: Housekeeping Dept. Head: Jevons Yang 部门：客房部 部门经理：仰平
GM Approval: Chuck Abbott Date: Aug 04, 2002 总经理批准：安奕德 日期：2002 年 8 月 4 日
Task: Peak Hrs Floor Standby Code: RM-BU-A064 任务：客人进出繁忙时段的楼 序号：RM-BU-A064
层接候

Standard: 标准：
Butler shall make himself presence on the floor, or in the guest elevators during 专职管家须在一天中早晨/下午客人进出繁忙时段出现在楼层上或者是客梯
morning/evening peak hours of the day so that daily guest greetings & proactive 内，以提供和安排日常问候及服务。
services can be offered and arranged.
Procedures: 程序：

1. The floor peak hours in the morning is from 0800 hrs to 0900 hrs daily. 1. 早晨楼层每日的客人进出繁忙时间是从 0800 至 0900。

2. The floor peak hours in the evening is from 1730 hrs to 1900 hrs daily. 2. 下午楼层每日的客人进出繁忙时间是从 1730 至 1900。

3. Butler shall standby on his assigned floors, or in the guest elevators during 3. 专职管家须在客人进出繁忙的时段在指定的楼层上或者是客梯内等
the peak hours to greet every guest passing by, and proactive services can be 候，对每位经过的客人致以问候，并据此主动提供和安排服务。
offered and arranged accordingly.
4. 主动提供服务的标准用语如下：
4. The standard phrase for offering proactive service can be:
“Good Morning, Mr Jones, May I know if I can be of any assistance of your “Jones 先生，我能知道我可以为您今天（今晚）的安排提供什么帮助
today’s (tonight’s) arrangement?” 吗？”
“Good Morning, Mr Jones, Is there anything I can do for you during your out “Jones 先生，您在外出离店的时候我可以为您做什么吗？
of the hotel?”

5. Butler shall be responsible for delivering the services requested by guests. 5. 专职管家有责任完成客人所要求的服务。

Printed Date: 9/21/2000 PAGE: 1/2

The St. Regis Shanghai Standard & Procedure 上海瑞吉红塔大酒店 标准与程序
Position: Butler 职位:专职管家
Department: Housekeeping Dept. Head: Jevons Yang 部门：客房部 部门经理：仰平
GM Approval: Chuck Abbott Date: Aug 04, 2002 总经理批准：安奕德 日期：2002 年 8 月 4 日
Task: Peak Hrs Floor Standby Code: RM-BU-A064 任务：客人进出繁忙时段的楼 序号：RM-BU-A064
层接候

Printed Date: 9/21/2000 PAGE: 2/2