酒店业客房部专职管家标准操作程序60p_.pdfVIP

Standard 上海xxxxxx 大酒店 标准与程序 Procedure Position: Butlers 职位：专职管家 Department: Housekeeping Dept. Head: 部门：客房部 部门经理:XXX HM Approval: Date: 酒店经理批准：xxxx 日期： Task: Greeting A Guest Code: RM-BU-A001 任务：与客人打招呼 序号：RM-BU-A001 Standard: 标准： Butlers will Greet All Guests and Associates at all times. 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、 Whether it is in Guest Room, Guest Corridors, Lobby, BOTH 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 and other areas, Butlers will offer a smile and appropriate 呼。 greeting to ALL. Procedures: 程序： 1. Butlers will greet all Guest with the following phrase: 1. 专职管家要用下列句子向所有的客人打招呼： A. “Good Morning/Afternoon/Evening Mr. Jones,” A. “早上/下午/ 晚上好Jones 先生” B. “How are you today?” 2. Butler will answer all calls with phrase: B. “您今天过得如何？” “Good morning/afternoon/evening, Butler John at your service” 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 3. Butlers will courteously step aside for the Guest to always go first 道里都要让客人先行。 whether in Elevator or walkway. 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 4. Butlers will show proper body language and Facial Expressions that 酒店热情友好的态度。 reflect the warm friendly attitude of the St. Regis Shanghai. 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 5. Butlers will greet and smile all Associates of The St.