【正文】 essage pads, and other paper material, etc.)are readily available at workstation.11. Ensure workstation is clean and tidy.12. Take over last shift’s duty according to a copy of checklist to ensure nothing being missed out.程序： 1．在簽到本上簽到。 3．閱讀部門交班本并簽名。 5．確保所有相關(guān)信息和報(bào)告均已正確交接，包括抵店、住店以及離店貴賓 的信息，跟蹤報(bào)告上未完成的內(nèi)容，對(duì)部門未完成事宜跟進(jìn)。 7．如所在區(qū)域有Micros終端，也應(yīng)進(jìn)入主屏幕。 9．了解當(dāng)班賓客服務(wù)經(jīng)理和當(dāng)日值班經(jīng)理名單。） 11．確保電腦終端工作正常，設(shè)備整潔。 Standard:To maintain The St. Regis Shanghai standard of professionalism, courteously and excellent service to all guests. Though proper training of speaking, standing, walking, overall presentation, body language, gestures and facial expression ,we will meet the expectation of the St. Regis.標(biāo)準(zhǔn)：保持瑞吉的專業(yè)標(biāo)準(zhǔn)、周到的服務(wù)及為所有客人提供優(yōu)質(zhì)的服務(wù)。Procedures:All Butler Associates will handle themselves in a professional manner at all times to all guests.All Butler Associates will speak and listen very politely and courteously to all guests all the time.Professional and polite words in English to be used are:Certainly, yes, how may we assist you, we certainly will be able to plete that request for you, Mr. Jones, we will bring apply that charge to your room bill per your request.We always stand straight with proper posture and hand location when listening or talking with guests.E are within proper and fortable space between we and the guests whilst municating.We are always well groomed and have personal hygiene at all times.Guests always exits or enters first.A smile will always relax the tension or situation.Don not interrupt when a guest is speaking. Show concern and attention to all guests.程序： 所有專職管家部的員工在所有時(shí)候?qū)λ械目腿硕急仨毐憩F(xiàn)出一種專業(yè)的態(tài)度。使用專業(yè)禮貌的英語單詞：當(dāng)然，是，我們能幫您嗎？JONES先生，我們當(dāng)然能滿足您的要求。當(dāng)與客人交談和傾聽時(shí)，我們一貫以正確的姿勢(shì)筆直站立和手部擺放在正確的位置。所有時(shí)候我們都儀表得體，保持個(gè)人衛(wèi)生。笑容能使緊張氣氛或情形變輕松。 對(duì)所有客人都要表示出關(guān)心和關(guān)注。 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。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。 B、 MIKE1208室的SMITH先生要求確認(rèn)一下他的機(jī)票。非常感謝。我真的需要您的幫助，因?yàn)槟拇蜃炙俣缺任铱斓亩唷? 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。 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。JOHNSON女士十分欣賞您的努力，我也要感謝你對(duì)我的幫助。 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。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。 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。 l “MICHAEL謝謝你今晚的幫助?！?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。 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)長度不超過襯衫衣領(lǐng)，鬢角不超過5公分。 身體無異味。 不可蓄留胡須。 每天開始當(dāng)班前需淋浴。 發(fā)色自然，頭發(fā)清潔，按飯店標(biāo)準(zhǔn)整齊地梳理。 每天開始當(dāng)班前需淋浴。 可以佩戴耳環(huán)，長度不能超過1厘米。 穿著飯店規(guī)定的長統(tǒng)絲襪和工作鞋。 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.