五星級(jí)酒店管家服務(wù)程序(六)

1、五星級(jí)酒店管家服務(wù)程序（六）以下內(nèi)容只有回復(fù)后才可以瀏覽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.標(biāo)準(zhǔn)：如果沒(méi)有得到客人的允許，客人的房間號(hào)碼和其余任何個(gè)人個(gè)息均不可對(duì)外泄露，應(yīng)尊重每位客人的隱私權(quán)。 Procedures:1.

2、Inform caller politely that guest information cannot be disclosed.“Mr. Jones, due to Privacy and security reasons for all Guests we are not at liberty to give out that information.”2. Ask the caller if he would like to speak to the guest and connect him to the guests room or take a message.3. Incogn

3、ito guests (some guests may ask that no 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 be disturbed and a mes

4、sage 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.”程序： 1. 有禮貌地告知來(lái)電者客人的信息不能對(duì)外透露。 2. 詢問(wèn)來(lái)電者是否可為其接轉(zhuǎn)給客人或是提供留言服務(wù)。 3. 對(duì)于要求提供“保密服務(wù)”的客人（即住店客人不想被其他人

5、知道其入住本飯店），前廳部員工應(yīng)禮貌并有技巧地回答本飯店沒(méi)有這位客人入住及其預(yù)訂。 4. 對(duì)于要求提供“免打擾”服務(wù)的客人，禮貌地告知來(lái)電者客人當(dāng)前為“免打擾”姿態(tài)并詢問(wèn)是否可提供留言服務(wù)。 5. 如果來(lái)電者堅(jiān)持要求得到客人的個(gè)人信息，前廳部員工應(yīng)通知賓客服務(wù)經(jīng)理。 6. 向客人解釋，出于安全原因的考慮，不會(huì)泄露客人的房間號(hào)碼。 Standard:All arriving guests will be offered choice of coffee and or tea upon their arrival and delivered within 5 minutes. Profession

6、al and courteous manner will be conducted at all times to meet the St. Regis level of Butler services.標(biāo)準(zhǔn)： 為所有的客人提供抵店后的咖啡或茶，并在5分鐘內(nèi)送到。在任何時(shí)候都要求專業(yè)周到的態(tài)度，以符合瑞吉專職管家的服務(wù)標(biāo)準(zhǔn)。 Procedures:1. Upon guest arrival to inside the room and during the presentation period, the guests will be offered choice of Coffee or T

7、ea. This would be the case for first time arrivals:“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”Upon decisi

8、on:“Thank you, I will bring it shortly”For return guests, you will already understand the guest preference for Coffee/tea, therefore you will say:“Shall I bring that cappuccino for you Mr. Jones?”If guests has a different request, answer with”“Certainly, Chinese Tea! I will be back shortly with your

9、 request”Then record in guest history to update.2. Return to Pantry and prepare requested Coffee/Tea.3. Ensure cups and saucers are clean and presentable.4. Upon completion, approach room, ring doorbell, and announce your return by saying:“Mr. Jones, I have your Cappuccino that you requested.”“May I

10、 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!”程

11、序： 1. 當(dāng)客人到達(dá)房間后，在其逗留期間，提供咖啡或茶供其選擇。以下是客人首次到達(dá)是的事例： “JONES先生，很高興能為您提供咖啡或茶。請(qǐng)問(wèn)您要哪一種” 如果客人想要咖啡： “我們有CAPPUCCINO，ESPRESSO，或清咖” 如果客人要茶： “我們有中國(guó)茶、英國(guó)茶、立頓和日本茶。” 客人決定后： “謝謝，我會(huì)很快為您送來(lái)?！?對(duì)于回來(lái)的客人，您已經(jīng)很清楚客人要咖啡還是要茶，因此您要說(shuō)： “JONES先生，需要我把CAPPUCCINO為您送來(lái)嗎？” 如果客人有不同的要求，則回答： “當(dāng)然，中國(guó)茶！我會(huì)根據(jù)您的要求立刻為您送來(lái)。” 然后更新客人資料庫(kù)里的記錄。 2. 回到工作間按要求準(zhǔn)備

12、咖啡/茶。 3. 確保杯子、茶托干凈適宜。 4. 準(zhǔn)備好后到達(dá)客房門(mén)前，按門(mén)鈴，通知客人你回來(lái)了，并說(shuō)：“JONES先生，根據(jù)您的要求，我把您的CAPPUCCINO送來(lái)了。”“我能進(jìn)來(lái)嗎？” 5. 把咖啡放在桌上或放在客人要求的地方。 6. 離開(kāi)應(yīng)該表示如下： “JONES先生，您還有任何其他要求嗎？” “如有需求請(qǐng)隨時(shí)和我聯(lián)系，能為您服務(wù)是我的榮幸?！?“晚安，祝您今天過(guò)的愉快?！?Standard:Guests with reservations must be registered in their guest room upon arrival. The Registration Ca

13、rd must be completed in an accurate manner and payment method must be secured.標(biāo)準(zhǔn)： Procedures:1. Command Center Butler should inform Floor Butler the actual guest arrival time after being confirmed.2. The Floor Butler should be waiting in hotel lobby 5 minutes prior to guest arrival.3. The Floor Butl

14、er should check guests welcome folder and ensure everything necessary are ready for in room check in. The items prepared by Reception should include: A copy of Guest Tegistration Card Key looklet with encoded key for assigned gestroom Blank receipt for cash deposit4. Upon guest arrival, greet he/she

15、 at entrance by addressing their name.“ Welcome to The St.Regis Shanghai, Mr. Smith.” (if guest is first stay)“ Welcome back, Mr. Smith.” (if return guest)5. Escort guest to his/her room with guest welcome folder.6. When on the floor, open the guestroom door with the guests key, enter the room first

16、 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 yo

17、u be staying with us for 3 nights?”Indicate on the card if the departure date is 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 Voucher: Collect the voucher from the guest, check so the rate and numbe

18、r of nights correspond with the reservation and attach the 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, i.e. room only, room

19、and breakfast etc, and verify 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 Hotels outlets etc. Give receipt to the gues

20、t if a cash deposit is paid.1. Proceed to introduce the Guest room to the 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 a

21、rrival 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 (Wal

22、k-in guest), GSA should register guest at Reception and inform Floor Butler of guests arrival via Command Center. Floor Butler should greet guest at life lobby on the guestroom floor and proceed to introduce guestroom to arriving guest.程序： 1 確認(rèn)后，指令中心應(yīng)及時(shí)將客人的準(zhǔn)確抵達(dá)時(shí)間通知樓層專職管家。 2 客人抵達(dá)前5分鐘，專職管家應(yīng)在賓館大堂迎候。 3

23、樓層專職管家應(yīng)事先檢查“賓客歡迎卡”，確保客房登記所需均已備妥?？偱_(tái)準(zhǔn)備物件如下： “賓客登記表” 房卡 現(xiàn)金收據(jù)（備用） 4 客人到達(dá)時(shí)，應(yīng)稱呼其姓名迎候。 5 將客人迎入客房，進(jìn)行登記。 6 用客人的房卡打開(kāi)房門(mén)，并將門(mén)擋住，請(qǐng)客人先入。 7 準(zhǔn)確無(wú)誤地為客人填寫(xiě)“賓客登記表”，并請(qǐng)客人簽名確認(rèn)。 8 向首次到訪的商務(wù)客人索取名片。 9 向客人確認(rèn)入住天數(shù)（入下所示）： 史密斯先生，請(qǐng)問(wèn)您是否將在賓館住3個(gè)晚上？ 入客人離開(kāi)日期與原定日期不同，請(qǐng)?jiān)诘怯洷砩献⒚鳌?10向客人確認(rèn)付款方式： 信用卡：記錄信用卡號(hào)及有效期限 旅行社入住憑證：向客人索取入住憑證，檢查入住房?jī)r(jià)、天數(shù)是 否與預(yù)定的相

24、符，并將憑證附在“賓客登記表”后；向客人詢問(wèn) 額外費(fèi)用的結(jié)算方式。 協(xié)議轉(zhuǎn)帳：確保轉(zhuǎn)帳屬事先約定，且“賓客登記卡”后已附書(shū)面 說(shuō)明。檢查并確認(rèn)轉(zhuǎn)帳的項(xiàng)目與協(xié)議相符。 現(xiàn)金付帳：向客人詳細(xì)說(shuō)明現(xiàn)金付帳的相關(guān)規(guī)定。收取預(yù)付金或 壓印信用卡，以便客人使用電話或在各部門(mén)簽單。如收取現(xiàn)金， 請(qǐng)開(kāi)具收據(jù)。 11向客人介紹客房設(shè)施。 12向客人提供咖啡/茶水。 13?？腿巳胱∮淇?，離開(kāi)房間。 14將“賓客登記表”及相關(guān)材料（現(xiàn)金）移交總臺(tái)。 15在不能提前確認(rèn)客人抵達(dá)時(shí)間的情況下，前臺(tái)應(yīng)在客人到達(dá)時(shí)通過(guò)指 令中心通知樓層專職管家，以便他們?cè)陔娞菘谟虿⑼瓿煽头康怯浭?續(xù)。 16如客人無(wú)預(yù)定，前臺(tái)應(yīng)進(jìn)行柜臺(tái)登

25、記并通過(guò)指令中心通知樓層專職管 家。專職管家應(yīng)在電梯口迎候客人，并介紹客房設(shè)施。 Standard:Butler must notify guests of our express check out service upon arrival.標(biāo)準(zhǔn)： 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, h

26、is credit card number should be obtained and a authorization form should be completed by him.3. Butler should notify Reception of guests 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 n

27、ight before their departure date.5. Butler should help to collect bill with guests signature from guest room upon request, and assist guest whenever necessary.程序： 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