五星级酒店管家服务程序(二).doc

以下内容只有回复后才可以浏览 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: Front Service Room Controller will pre-block arrival rooms whenever possible. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying. 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. Butler shall make self-introduction by knocking on guest room door. Meanwhile Butler may also deliver guest service requests. 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 SP 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： 前台客房控制员将把预抵客房事先排定。 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。 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。 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。 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？” 如果客人希望你介绍的话，专职管家需参照SP RM-BU-A0