The St.

Regis Shanghai Standard & Procedure 上海瑞 吉红塔 大酒店 标准与程序

Position: Butlers 职位：专职管家
Department: Housekeeping Dept. Head: Jevons Yang 部门：客房部 部门经理：仰平
HM Approval: Paul Nash Date: Aug 4, 02 酒店经理批准：黎瑞邦 日期：2002 年 8 月 4 日
Task: Departure Guest Farewell Code: SP-RM-BU-A067 任务：告别客人 序号： SP-RM-BU-A067

Standard: 标准：
Butler shall make personal farewell to guests in order to appreciate their choosing and 专职管家需亲自向客人告别，以表达对客人选择并入住我们酒店的谢意。
staying with us.
Procedures: 程序：
1. Butler shall check the day’s departure guest list and their departure car 1. 专职管家需察看今天客人离店名单和离店车辆安排，以计划告别时
arrangement in order to schedule the farewell timing. 间。
2. Butler shall check Guest Courtesy Call Log of the night before to see if any
2. 专职管家需查看前晚问候电话记录，是否有客人的离店时间记录。
departure time is available for guests being contacted last night.

3. Butler shall be waiting at guest lift lobby for his leaving, and farewell him 3. 专职管家需在客梯厅等候客人离开，当客人走出房间时，向他告别。
upon guest walks out of the room.
4. 控制中心将告知专职管家客人要求搬行李的要求，专职管家可以和
4. Command Center shall advise Butler of any luggage pick up request from 行李员一起进入房间和客人告别。
guest room so that Butler can enter the room together Bellman for farewell.
5. 标准用语如下:
5. The standard farewell phrase can be: “Jones 先生，很荣幸您在此下榻。祝您旅途愉快！”
“Mr Jones, it is great pleasure to have you with us. Hope you have a nice trip
and see you again!” 6. 专职管家应根据客人离店时提出的建议，记录并更新宾客喜好文档。
6. Butler shall record and update guest’s preference based on the comments
7. 专职管家应将完成的告别客人事宜记录在宾客告别记录表上
obtained from guests upon farewell.

7. Butler shall make record on Guest Farewell Log form for each farewell he
completes.

Printed Date:1/18/2001 PAGE: 1/1