上海瑞吉红塔大酒店 管家标准手册SOP.docx

The St. Regis Shanghai Position: Butlers Standard & Procedure 上海瑞吉红塔大酒店职位：专职管家 标准与程序 Department: Housekeeping HM Approval: Paul Nash Task: Greeting A Guest Dept. Head: Jevons Yang Date: Dec 1, 01 Code: RM-BU-A001 部门：客房部酒店经理批准：黎瑞邦任务：与客人打招呼部门经理：仰平 日期：2001年 12月 1日序号：RM-BU-A001Standard: Butlers will Greet All Guests and Associates at all times. Whether it is inGuest Room, Guest Corridors, Lobby, BOTH and other areas, Butlers will offer a smile and appropriate greeting to ALL. Procedures:1.Butlers will greet all Guest with the following phrase: A.“Good Morning/Afternoon/Evening Mr. Jones,” B.“How are you today?”2.Butler will answer all calls with phrase:“Good morning/afternoon/evening, Butler John at your service”3.Butlers will courteously step aside for the Guest to always go first whether in Elevator or walkway.4.Butlers will show proper body language and Facial Expressions that reflect the warm friendly attitude of the St. Regis Shanghai.5.Butlers will greet and smile all Associates of The St. Regis Shanghai, which will support the culture of Fun, cooperation and teamwork. A.“Thank you Michael for your assistance this morning. Mr. Jones wasvery pleased with our service”B.“Good Afternoon, Carol. How is it going in the Saint’s?” 6.A smile is part of the Greeting Function for all Guest and Associates7.All greetings shall be natural feeling and expressed through the Heart. Printed Date:1/18/2001标准：所有时候专职管家都要向所有的客人和员工打招呼。无论是在客房、走廊、大堂、或所有其他地方，专职管家都要向所有的人微笑并打招呼。程序：1.专职管家要用下列句子向所有的客人打招呼：A.“早上/下午/晚上好 Jones 先生”B.“您今天过得如何？”2.专职管家要有礼貌的站在一边，因为无论是在电梯里还是在走道里都要让客人先行。3.专职管家要用正确的肢体语言和面部表情来显示出瑞吉上海大酒店热情友好的态度。4.专职管家要向所有瑞吉上海大酒店的员工微笑打招呼，借此保持愉快团队合作的传统。A.“Michael 谢谢你今晚的帮助。Jones 先生对我们的服务很满意。”B.“下午好 Carol，在 Saint 过得怎么样？”5.微笑是向所有客人和员工打招呼的一部分。6.所有打招呼都是出自内心最真实自然的表达。PAGE: 1/2 The St. Regis Shanghai Position: Butlers Standard & Procedure 上海瑞吉红塔大酒店职位：专职管家 标准与程序 Department: Housekeeping HM Approval: Paul Nash Task: Greeting A Guest Printed Date:1/18/2001Dept. Head: Jevons Yang Date: Dec 1, 01 Code: RM