【正文】 ： 為了向客人提供服務(wù)，要求用禮貌專業(yè)的態(tài)度向同事尋求協(xié)助，在將來工作中與所有員工保持良好的工作關(guān)系及持續(xù)的合作。 Procedures: Whenever we require asking for assistance from your associate we will use empathy and understanding in the way we voice and municate our request(s). We will use words and phrases along with facial expressions that portray a asking for help rather than a mand. The following words and phrases will be used often.l Would you paease assist in delivering two more adapters as Mr. Jones in 2311 has just requested. Also he asks that it be done ASAP, as he needs to plete some urgent work done.l Mike, Mr. Smith in 1208 is requesting confirmation of his airline tickets. I believe I have gotten all the required information, could you please follow up and get back to me at your earliest convenience. I would appreciate very much!l Ann, Ms. Johnson has asked me to type a 2page document for her and she requires it for her 3:00PM meeting this afternoon. I really need your assistance, as your typing speed is much better than mine. Would you have the time to plete this by then? Yes, Great! Thank you so much for your cooperation! As mentioned in other task, it is very important to provide feedback to associates that you received from the guests. In order to continue the fine cooperation and teamwork it is vital that all associates receive positive reinforcement.Positive Reinforcement is ments that energize and motivates all people to continue their fine work attitude and cooperation. Positive feedback can also e back from associated themselves. For Example:l Thank you Ann for pleting that 2page document. Ms. Johnson was very appreciated for your efforts and I let her know. I also want to say thank you from me as well for your fine help.l Mike, Mr. Smith was very satisfied with your assistance in confinming his airline tickets. I wanted to let you know.l Dolly, thank you for arranging those adapters and in a very quick time span. Mr. Jones was very happy and he made his appointment on time.程序： 每當(dāng)我們從同事那里尋求協(xié)助時(shí)，我們要用替人著想，理解的的態(tài)度說話或提出要求。 我們要使用詞句并加上面部表情，這比起下一道命令更能表達(dá)尋求幫助之間。以下詞句會(huì)經(jīng)常用到： A、 請(qǐng)你幫忙再送兩個(gè)轉(zhuǎn)換器給2311房的JONES先生。并且他要求越快越好，因?yàn)樗幸恍┚o急的工作要完成。 B、 MIKE1208室的SMITH先生要求確認(rèn)一下他的機(jī)票。我相信我們已有所需的信息，你能找出來并在你最方便的時(shí)候告訴我。非常感謝。 C、 ANN，JOHNSON女士讓我打一份2頁的文件，她在下午三點(diǎn)的會(huì)議上要用。我真的需要您的幫助，因?yàn)槟拇蜃炙俣缺任铱斓亩?。你能在下三點(diǎn)之前完成嗎？好，太棒了，十分感謝您的合作。 如同在其他任務(wù)中提到的，向同事提供客人的反饋是十分重要的。為了持續(xù)良好的團(tuán)隊(duì)合作精神，使員工得到積極的心理強(qiáng)化是十分重要的。 積極的心理強(qiáng)化是一種激勵(lì)人們繼續(xù)他們良好的工作態(tài)度及合作的評(píng)優(yōu)估。 A、 ANN，謝謝你完成那份文件。JOHNSON女士十分欣賞您的努力，我也要感謝你對(duì)我的幫助。 B、MIKE，我想讓你知道，SMITH先生對(duì)你幫忙確認(rèn)機(jī)票感到很滿意。 C、 DOLLY，謝謝你在很短的時(shí)間內(nèi)安排了那些轉(zhuǎn)換器，JONES先生很高興并按時(shí)赴了約。 Standard: Butlers will Greet all guests and Associates at all times. Whether it is in Guest Room, Guest Corridors, Lobby, Both and other areas, Butlers will offer a smile and appropriate greeting to all.標(biāo)準(zhǔn)：所有時(shí)候?qū)Ｂ毠芗叶家蛩械目腿撕蛦T工打招呼。無論是在客房，走廊，大堂，或所有其他地方，專職管家都要向所有的人微笑并打招呼。 Procedures: Butlers will greet all Guest with the following phrase:l “Good morning/afternoon/evening, Mr. Jones.”l “ How are you today?” Butlers will courteously step aside for the guest to always go first whether in elevator or walkway. Butlers will show proper body language and Facial Expressions that reflect the warm friendly attitude of the St. Regis Shanghai. Butlers will greet and smile all Associates of the St. Regis Shanghai, which will support the culture of Fun, cooperation and teamwork.l “Thank you Michael for your assistance this morning. Mr. Jones was very pleased with our service.”l “Good afternoon, Carol. How is it going in the Saint’s?” A smile is part of the Greeting Function for all guest and Associates. All greetings should be natural feeling and expressed through the Heart.程序： 專職管家要用下列句子向所有的客人打招呼： l “早上/下午/晚上好，JONES先生” l “您今天過得如何？” 專職管家要有禮貌的站在一邊，因?yàn)闊o論是在電梯里還是在走道里都要讓客人先行。 專職管家要用正確的肢體語言和面部表情來顯示出瑞吉上海大酒店熱情友好的態(tài)度。 專職管家要向所有瑞吉上海大酒店的員工微笑打招呼，借此保持愉快團(tuán)隊(duì)合作的傳統(tǒng)。 l “MICHAEL謝謝你今晚的幫助。JONES先生對(duì)我們的服務(wù)很滿意?！?l “下午好CAROL，在SAINT過得怎么樣？” 微笑是向所有客人和員工打招呼的一部分。 所有打招呼都是出自內(nèi)心最真實(shí)自然的表達(dá)。 Standard: All Butler associates will present a clean, tidy and professional image at all times.標(biāo)準(zhǔn)：前廳部所有員工必須具有整潔、專業(yè)的儀容儀表 Procedures:Males: Hair should be regularly, neatly groomed, off the collar, and maintained in natural color. Side bums may not exceed 5 cm. Nails must be kept clean, short and well trimmed. All male associates should be clean at all times whilst on duty. Moustaches are not permitted in front of house areas. Beards are not permitted. Aftershaves or other fragrances may be used in moderation. Showers must be taken before start of shift.Female: Clear or flesh colored nail polish is acceptable. Hair must be washed, dried, neatly bed and arranged in attractive and easy to maintain style. Hair color should appear natural. Perfume or other fragrances may not be used in moderation. Showers must be taken proit to start of shift. Conservative use of makeup for natural look is preferred. One pair of earrings, they should not be large or gregarious and under 1cm in size. One ring is acceptable, if wedding or engagement ring. Shoes must be closed in court shoe style, stockings, are to be worn at all times. Uniform and Badge is part of your grooming. HSKP cleans the uniform, however, It is your responsibility to ensure your uniform is clean and pressed properly.程序： 男性： 頭發(fā)清潔，梳理整齊，發(fā)色自然，頭發(fā)長(zhǎng)度不超過襯衫衣領(lǐng)，鬢角不超過5公分。 指甲修剪整齊，保持清潔。 身體無異味。 不可蓄留絡(luò)腮胡。 不可蓄留胡須。 須后水或其它清淡的香水可以使用。 每天開始當(dāng)班前需淋浴。 女性： 指甲修剪整齊，可使用無色、透明指甲油。 發(fā)色自然，頭發(fā)清潔，按飯店標(biāo)準(zhǔn)整齊地梳理。 不可使用濃郁的香水。 每天開始當(dāng)班前需淋浴。 上班前應(yīng)適當(dāng)修飾，自然化妝。 可以佩戴耳環(huán)，長(zhǎng)度不能超過1厘米。 可以佩戴一枚結(jié)婚戒指或訂婚戒指。 穿著飯店規(guī)定的長(zhǎng)統(tǒng)絲襪和工作鞋。 制服和名牌是儀表的一部分，客房服務(wù)會(huì)為你清洗制服，然而，你自己也負(fù)有保持制服清潔和正確熨燙的責(zé)任。 Standard:All guests should be served and treated in a courteous manner at all times, as they are the most important persons in the hotel. All associates should strive to fulfill guest needs whenever possible, in order to make their stay a most enjoyable one. S