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: Dec 1, 01 酒店经理批准：黎瑞邦 日期：2001 年 12 月 1
日
Task: Teamwork and Code: RM-BU-A034 任务：团队合作 序号： RM-BU-A034
Cooperation
Standard: 标准：
To maintain a pleasant and cooperative working environment for all associates. To 为所有员工保持一个愉快、合作的工作环境。为了能向客人提供一贯良好的
ensure a fun and efficient work place in order to deliver the fine service to all Guests 服务，确保有趣、有效的工作环境。
on a consistent basis.

Procedures: 程序：
1. Every Butler will always consider their associate before themselves at all 1. 每个专职管家应始终优先考虑他们的同事。
times.
2. 为了理解你的同事，设身处地的思考问题。
2. Think Empathy in order to understand your associates.
3. 通过理解同事的观点，最好用礼貌、合适的语言及手势来寻求帮助。
3. By understanding your associates from their point of view you are better able
to request and ask for assistance by means of polite, and appropriate language
and gestures. 4. 所有员工奖同时持有两种目的为同时提供并寻找机会向他们提供帮
助：一是帮助同事，二是帮助同事，因为这样就是在帮助客人。
4. All Associates will at the same time offer and look for opportunities to assist a
fellow associate with two purposes; one to help a associate, and two help an
associate because it will assist in servicing a Guests.
5. 有效沟通而不凭想当然行事。
5. Communicate effectively and do not take things for granted.
6. 在成功为客人提供服务后专职管家要借每次机会打电话或直接与在
6. At every opportunity after successful service delivery to Guests, Butlers will 服务中给他/她提供过帮助的同事联系，并向其转达客人的感激之情。
call or directly contact the Associate that assisted him/her in the service and
provide feedback of the Guest Gratitude. 7. 专职管家要对在为客人提供服务中给过他帮助的同事表示其个人的
谢意。
7. The Butler will also express his/her by thanking their associate for their fine
assistance in providing the service. 8. 不要假设同事理解或他正在做你所期望的事，礼貌而不傲慢自大，

Printed Date:1/18/2001 PAGE: 1/3

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: Dec 1, 01 酒店经理批准：黎瑞邦 日期：2001 年 12 月 1
日
Task: Teamwork and Code: RM-BU-A034 任务：团队合作 序号： RM-BU-A034
Cooperation
确保你们之间良好的沟通。
8. Do not assume your associate understands or is doing what you expect.
Politely confirm without arrogance to ensure good communication between 9. 与客房部主管对有关客房服务员和夜床服务员各方面的操作进行密
both of you. 切沟通。
9. Communicate closely with the Housekeeping Shift leaders on all aspects of
10. 为了明确专职管家总管和客房楼层的职责划分，是客房服务员和夜
operation concerning RA and Turndown Attendants.
床服务员清楚他们的工作，需要进行每日简报会，需要提供清晰持
10. Daily meetings and briefings are required in order to clearly understand the 续的指导。
breakdown of responsibilities between the shift leaders of Butler and HSKP
Floor as to not confuse the RA and TDA. A clear and consistent direction
needs to be present. 11. 与控制中心专职管家及客房送餐专职管家有效礼貌的沟通是顺利进
行服务的基础。
11. Effective and courteous communication with Command Center Butlers and
In-Room Dining Butlers are essential for a smooth delivery of service. 12. 随时想到你或者在对客人进行直接的服务或通过对同事的帮助来为
客人服务。
12. Always think that you are either serving a guest directly or you are servicing
an associate that is servicing guests.

Printed Date:1/18/2001 PAGE: 2/3

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: Dec 1, 01 酒店经理批准：黎瑞邦 日期：2001 年 12 月 1
日
Task: Teamwork and Code: RM-BU-A034 任务：团队合作 序号： RM-BU-A034
Cooperation

Printed Date:1/18/2001 PAGE: 3/3