【正文】 f airline pany Flight number Class of seats From which city to which destination Reservation status Ticket number Validity period Free bag allowance Ticket restrictions 3. Butler shall always ask for second/third options from guests upon handling the requests. 4. Butlers shall take personal responsibility of safeguarding guest’s airtickets during the request process. 5. For reference purpose, butlers shall always ask for name of airline staff who he is speaking to after they done the requests. 6. Butlers shall place guest airticket in Airticket Envelope upon handing it back to guest after pleting of service. 7. Butlers shall always hand airtickets back to guest in person. 程序： 1. 專職管家在客人各種關機票事宜的要求上應具備足夠豐富的知識： 預定：為客人或乘客在某一航班上保留/預定一個位子。 更改：更改客人的離開日期，航班號/離開時間。 遷票：變更航班/航空公司。 2. 專職管家應對機票上顯示的關鍵信息足夠了解： 乘客姓名 離開日期/時間 航空公司 航班號 艙位 從哪一城市至那一目的地 預定情況 機票號 有效期 允許隨身攜帶多少包件 機票限制 3. 專職管家在處理這些要求時將總是從客人處詢問并得到第二/第三種選擇。 5. 出于參考的目的，專職管家在處理完這些要求后需總是問得他所與之對話的航空公司員工的姓名。 7. 專職管家總是需親手將機票交回給客人。通過觀察客人的手勢/面部表情，以及從客人歷史記錄上記載的信息，我們將在一貫的基礎上為客人提供個人化的服務。 2. 通過了解和學習每一位客人的需求和喜好,專職管家將在客人要求前提供服務。觀察肢體語言，手勢，面部表情例如迷惑，興奮，搜尋某物等，一位專職管家至少將提供他/她的幫助。 4. 專職管家將在客人不在房間里時檢查客房，并從中找到客人的需求與喜好。 6. 通過來自所有部門的大量信息和統(tǒng)一合并輸入客史的檔案，我們將對所有的客人提供快速有效的服務。 pick up shall be greeted and received by Butlers on the floor upon their arrival. 標準： 當沒有到達和接機時間的客人到達時，專職管家需在樓層上問候和接待。P RMBUA020 amp。 2. 專職管家需檢查已排定的客房并確?？头恳褳榭腿巳胱∽龊脺蕚?。 4. 專職管家需在排定的客房所在樓層電梯廳等待客人到達。 6. 專職管家需在介紹之后問候并接待客人，完成房內(nèi)入住登記和服務/設備的介紹。P RMBUA020 amp。 Standard: Shall there are guests not being greeted and received by Butler in the lobby or on the floor, Butler shall make selfintroduction and offer butler services. Butler shall take this action within 10 minutes after guest enters the room. 標準： 專職管家如沒有在大堂或樓層上問候和迎接抵店客人，就需要進行客房內(nèi)的自我介紹和提供專職管家服務。 Procedures: 1. Front Service Room Controller will preblock arrival rooms whenever possible. 2. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying. 3. 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. 4. Butler shall make selfintroduction by knocking on guest room door. Meanwhile Butler may also deliver guest service requests. 5. For selfintroduction, 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 Samp。 2. 專職管家需檢查已排定的客房并確保客房已為客人入住做好準備。 4. 專職管家需敲門并進行自我介紹。 5. 自我介紹時，專職管家需使用以下標準用語： “Jones先生，我是您的專職管家John。P RMBUA021。標準如下： 尊敬先生/太太/博士（姓） 請在您回來（在方便）時與我聯(lián)系，我會為您介紹我自己及使您了解熟悉你的客房設備和我們的服務。 您的專職管家 （你的名字） 8. 專職管家需以問候類別—房內(nèi)問候來更新賓客文檔，以備日后參考。 Procedures: 6. Rooms for guests with arrival time and airport pick up will be preassigned by Front Service Room Controller in the morning whenever possible. 7. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying prior to guest’s arrival. 8. Command Center will notify Butler what time the arrival guest leaves the airport, and what the vehicle number is for the car. 9. Butler shall e down the hotel entrance to standby for greeting at least 10 Mins before estimated arrival time of guest, with this guest’s wele folder. 10. When guest walk into hotel entrance, Butler shall approach to him and greet him with warm smile: a. “Good Morning/afternoon/evening, Mr Jones, Wele to St. Regis Shanghai. I am your Butler Steven. Please let me show you the way to your room.” (if guest is 1st visitor) b. or “Good Morning/afternoon/evening, Mr Jones, Wele back! I am your Butler Steven. Please let me show you the way to your room.” (if guest is return one) 11. After greeting, Butler shall show guest the way to his/her room for inroom registration amp。P RMBUA020 amp。 2. 專職管家需 事先檢查所排定的客房，確保在客人到達前客房已為客人入住準備就緒。 4. 專職管家需至少在客人預估到達前10分鐘，拿好該客人的入住登記本，在酒店大堂入口處等待迎候客人。我是您的專職管家STEVEN?！保ㄈ绻腿耸堑谝淮蝸恚? 或者“早上/下午/晚上好 Jones先生,歡迎回來！我是您的專職管家STEVEN。（參照Samp。 A021）。 Standard: One piece of white board is located in every butler’s pantry room, which is served as place of recording guest information of particular floors. Butler is responsible for updating guest information on the white board on a shift basis. 標準： 每個專職管家工作間都有一塊用來記錄特定相應樓層客人信息的白板。 Procedures: 1. The information whiteboard contains the following information regarding to inhouse/arrival guest on particular floors: a. Guest name b. Room number c. Room status d. Fruit e. Flower f. Personal bar g. Complimentary pressing h. Service follow up 2. One white board shall be assigned for recording guest information of two floors. 3. Butler shall update white board at the beginning and closing of his/her daily duty. 程序： 9. 信息欄白板據(jù)特定相應樓層的住客/到客情況包括以下信息： a. 客人姓名 b. 房間號 c. 房態(tài) d. 水果 e. 鮮花 f. 個人迷你吧 g. 免費熨燙 h. 需跟進的服務 10. 一塊信息欄白板用來記錄兩個樓層的客人信息。 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 will be released for sale. All rooms must be inspected after cleaning. 標準： 應按照賓館規(guī)定標準及時間清掃客房，以便客房出售。 Found items to Housekeeping Ordertaker if any. 5. Make the bed. 6. Clean the bathroom. 7. Clean the shower. 8. Clean the toilet. 9. Clean the sink/vanity. 10. Remove fingerprints. 11. Wash the floor. 12. Dusting the room. 13. Wipe clean electrical equipments. 14. Replenish guest supplies. 15. Check the windows. 16. Vacuum carpet amp。 2. 進入房間。 3. 收集垃圾。立即向客房部報告缺損用品以及客人遺留物品。 6. 清理衛(wèi)生間。 8. 清理座便器。 10. 擦去遺留的指印。 12. 擦灰。 14. 補充客房用品。 16. 吸塵。 Standard:All guests should be served and treate