【文章內(nèi)容簡(jiǎn)介】 t does us a favor when he/she stays in our hotel, we are not doing him a favor by serving him.5. The guest is one who brings his/her needs, it is our job to exceed his/her expectations.6. The guest is deserving of the most courteous and attention treatment we can give.程序： 1. 客人是整個(gè)服務(wù)過(guò)程中最重要的人。2. 客人并不依靠我們—我們依靠客人。3. 客人并不會(huì)打擾我們的工作，客人是我們工作的意義所在。4. 客人在本飯店居住是給我們一個(gè)展現(xiàn)優(yōu)質(zhì)服務(wù)的機(jī)會(huì)。5. 客人在本飯店的需求我們將盡力滿(mǎn)足并努力提供物超所值的服務(wù)。6. 客人期待飯店能提供最熱心、周到的服務(wù)。Standard: We will be collecting Guests Needs and Preferences at every opportunity by observations, listening to the Guests, analyzing and accurately recording pertinent 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.標(biāo)準(zhǔn)： 我們會(huì)利用任何機(jī)會(huì)(如觀(guān)察、傾聽(tīng)客人的陳述，分析并準(zhǔn)確記錄恰當(dāng)?shù)男畔⒌姆绞?來(lái)收集客人的需求與嗜好并記錄在客人資料庫(kù)中，以便在客人開(kāi)口之前為客人提供服務(wù)。 Procedures:1. All Butlers will listen carefully in detail and record all Guest Request and questions.2. Shift leader/Butlers of each shift will consolidate all Needs and Preferences into the OPERA system, guest profile in an organized manner. The guest preference shall go into the following categories:o Arrival needso Daily actionso Preference o Problemso Solutionso Gifts3. The following are some examples of needs and preferences of Guests:a. Likes Bananasb. Likes Pepsi, do not like Coco Colac. Sleeps on the Right Side of the Bedd. Likes Cappuccinoe. Prefers USA Today newspaperf. Enjoys Bailey’s on the Rocks after dinner.g. Requires extra Blanketh. Enjoys Chinese Opera4. Other than listening, all Butlers are required to observe Guest needs and preferences by inspecting Guest Room. Again, record on Log Book.5. Collection of Guest Needs and Preferences will be the responsibility of all Associates. For example, Room Attendants should advise Butlers on certain observations or request received from the Guests. Butler will then record in logbook whilst gaining knowledge of those guests.6. Listen and write down ALL Guest request and questions, in order to proper obtain all Preferences.程序： 1. 所有的專(zhuān)職管家將仔細(xì)傾聽(tīng)和記錄所有客人的要求和問(wèn)題的細(xì)節(jié)。 2. 每一個(gè)班次的領(lǐng)班/專(zhuān)職管家應(yīng)該把所有客人的喜好以一種有組織的方式整合并記錄在OPERA系統(tǒng)里，客人的喜好應(yīng)該包括以下內(nèi)容： o 抵達(dá)需求 o 每日所需 o 喜好 o 產(chǎn)生的問(wèn)題 o 解決結(jié)果 o 禮物 3. 以下是客人需求與喜好的一些例子： a. 喜歡香蕉 b. 喜歡百事可樂(lè)，不喜歡可口可樂(lè) c. 喜歡睡在床的右邊 d. 喜歡喝卡布其諾 e. 愛(ài)看報(bào)紙《今日美國(guó)》 f. 喜歡在餐后喝 Bailey酒 g. 要求加毛毯 h. 喜歡中國(guó)戲劇 4. 除了傾聽(tīng)，所有的專(zhuān)職管家要求做到通過(guò)檢查客房來(lái)收集客人的喜好。然后，再次記錄在交班本上。 5. 收集客人的需求與喜好是所有員工的責(zé)任。例如，客房服務(wù)員應(yīng)該在觀(guān)察或接到客人的要求后告知專(zhuān)職管家客人的喜好。然后，專(zhuān)職管家將把得到的那些客人的喜好記錄在交班本上 。 6. 為了更好地收集所有客人的喜好，必須傾聽(tīng)并記錄下所有客人的喜好和問(wèn)題。 Standard: Butler shall make courtesy call to guests the night before their departure in order to check guest ments and offer various services concerning departure arrangement. 標(biāo)準(zhǔn)： 專(zhuān)職管家應(yīng)在客人離店前晚致問(wèn)候電話(huà)，以了解客人的意見(jiàn)并為其離店提供各種服務(wù)。Procedures:1. Butler of afternoon shift shall check system guest information to identify the next day’s departure guests within his working station. 2. Butler of afternoon shift shall make courtesy call any time before 9 pm in order to obtain guest ments and offer departure services, such wakeup call, car arrangement. 3. Upon making the courtesy call, the standard phrase can be:“Mr Jones, this is your Butler John. Our record shows that you will be leaving tomorrow. I am calling you now just wish to take this opportunity to say it is great pleasure to have you with us and thank you for having chosen our hotel. I also wish to know if I can be of assistance of your departure arrangement, such wakeup call, packing service, in room check out and car arrangement.”4. Most important of all, Butler shall always try to make facetoface courtesy call whenever 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. 程序： 1. 專(zhuān)職管家應(yīng)從系統(tǒng)中核查客人的信息以確定在自己工作樓區(qū)明天預(yù)計(jì)離店的客人。2. 中班的專(zhuān)職管家應(yīng)在晚上9點(diǎn)前晚致問(wèn)候電話(huà)，以了解客人的意見(jiàn)并為其離店提供服務(wù)，例如早晨叫醒服務(wù)及安排車(chē)輛接送。3. 在致以問(wèn)候電話(huà)時(shí)，標(biāo)準(zhǔn)用語(yǔ)如下：“Jones先生，我是您的專(zhuān)職管家John。我們的記錄顯示您明天將要離店。我現(xiàn)在打電話(huà)給您只是借此機(jī)會(huì)向您選擇并入住我們飯店表示萬(wàn)分感謝。我同時(shí)也希望知道我能為您明天的離店安排提供社么幫助，例如叫早，整理行李，客房?jī)?nèi)離店手續(xù)的辦理和車(chē)輛的安排?！?. 最重要的是專(zhuān)職管家應(yīng)盡量與客人進(jìn)行面對(duì)面的問(wèn)候，無(wú)論何時(shí)都應(yīng)確保表達(dá)我們真誠(chéng)的感謝。5. 專(zhuān)職管家應(yīng)確?？腿颂岢龅囊蠖紝⒂上鄳?yīng)的不同部門(mén)跟進(jìn)。6. 專(zhuān)職管家應(yīng)將問(wèn)候電話(huà)記錄在賓客問(wèn)候電話(huà)記錄表上，以便于第二天的早班專(zhuān)職管家能夠在客人離店時(shí)跟進(jìn)客人所要求的服務(wù)及送別。Standard:Butlers will accept and deliver all Laundry amp。 Dry Cleaning Request in a Professional and courteous manner.標(biāo)準(zhǔn)： 專(zhuān)職管家要以專(zhuān)業(yè)周到的態(tài)度接受和送返所有送洗或干洗的要求。Procedures: The Laundry Attendant who delivers all Laundry/Dry Cleaning items back to the Guests will contact the Floor Butler and pass on all the pleted items. The Floor Butler will inspect all items and point out any concerns immediately and rectify them with the Laundry Shift leader or Manager. The Butler will then one by one deliver the laundered items to the Guest Room. If the guest is present in the room the Butler will politely use the following example in talking to the guests:A “Sorry to disturb you Mr. Jones, we have your laundry/Dry Cleaning.”B “May I place them in the closet for you?” Offer to the guests if they require you to put away their items in closet, drawer’s etc. Always use care when handling guests clothing and other personal items. Refer to unpacking of items! If the guests in not present in the room, enter room following the standard for entering an unoccupied room. Place the hankered items in the closet, and the basket items on the end Sofa, unless guest History or preferences state otherwise. Whenever possible if you meet the guests later inquire if all Laundry/Dry Cleaning items were to their satisfaction. Record all requests in the guest Preference log sheet, which will be recorded in Guest History.程序： 所有需要把已清潔或干洗的衣物送回給客人的洗衣房的員工，需要與樓面專(zhuān)職管家聯(lián)系并把洗完的衣物交給他。 樓面專(zhuān)職管家要檢查所有衣物并立刻指出任何存在的問(wèn)題，并向洗衣房領(lǐng)班或經(jīng)理報(bào)告。 專(zhuān)職管家要一樣樣的把洗好的衣物送返客房。 如果客人在客