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: VIP Check-IN Code: RM-BU-A057 任务：贵宾入住登记 序号： RM-BU-A057

Standard: Butler will handle VIP Guests with very special attention beyond what 标准：
the normal high standards we already place on every Guest. The Butler assigned to 在接待贵宾时，除了我们给予每位客人的普通的高标准服务以外，还需要给
VIP Guests will be totally committed to ensure ultimate service satisfaction. 予特别的注意。分配给贵宾的专职管家将全程陪同，以确保贵宾有最大的服
务满意度。
Procedures: 程序：
1. All standard Butler Service will continue to be part of any noted VIP Guests 1. 所有的标准专职管家服务都将提供给指定范围内的所有贵宾。
assigned to their area.
2. 专职管家将从酒店入口处开始接待、陪同贵宾，等待贵宾的到来。
2. Butlers will greet and escort all VIP Guests from the Hotel Entrance and be
waiting for their arrival to the hotel.
3. 某些情况下你需要到机场接机，陪同贵宾回到酒店并送去套房。
3. For some situation you will be asked to go to the airport and greet the VIP
and escort them back to the hotel and to their hotel suite. 4. 在酒店入口处向贵宾介绍总经理、酒店经理或特定的总监。

4. Introduce General Manager, Hotel Manager or designated Director to the VIP 5. 对高级别的贵宾，如一个国家的大使、总统、首相有可能需要你
Guests at entrance of the hotel. 24/48 小时全天候的服务。因此这段时间里，会安排你住在酒店里。

5. For a high degree of VIP, i.e. Ambassador/president/prime minister of a 6. 熟悉用正确的头衔称呼贵宾。（参看专职管家手册列表）

country you may be called on to handle 24, 48 hour shift to assist the VIP
guests with round the clock attention. Therefore arrangements would be made 7. 专职管家要在初次介绍 15 分钟后打电话到贵宾的套房，询问套房里
for you to stay in the hotel during this period. 是否有所有需要的物品。
6. Be familiar with appropriate addresses to call special titles (see list in Butler
8． 专职管家部和客房部的领班、行政管家、前台经理、房务部总监
Manual.)
会
7. Butler will call VIP Guest in his Suite 15 minutes after initial introduction to 再次检查贵宾房，因此你要确认自己第一次检查都做的正确。
inquiry if all needs, requirements are met with the suite, and to the VIP
Guests satisfaction.

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

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: VIP Check-IN Code: RM-BU-A057 任务：贵宾入住登记 序号： RM-BU-A057

8. VIP rooms will be recheck by Butler and Hskp Shift leader, Executive
Housekeeper, Front Service Manager, and Director of Rooms therefore ensure
that your check is done right the first time.

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