北京丽晶国际酒店 管家服务标准操作程序手册（中英）P44 BUTLER SOP

1、 STANDARD OPERATING PROCEDURESThe Regent BeijingStandard Operating Procedures - Butler Page PAGE 49 of NUMPAGES 49 STANDARD OPERATING PROCEDURESBUTLERBUTLERTask No. DescriptionAddressing A GuestDelivery After a Guests RequestAnticipation in guest needsHandling a Guest with Special PreferencesHandlin

2、g Uncomfortable SituationsPreparing for ArrivalRooming a GuestWelcome DrinkPacking and UnpackingComplimentary Pressing Upon Check InHandling a Non Greeted GuestLaundry Pick Up and DeliveryHandling Damaged or Lost LaundryFlight ConfirmationServing Wake Up BeveragePersonal Butler ServiceGuest Departur

3、eUse of Guest HistoryCollecting and Updating Guest PreferencesServe Aromatherapy BathTASK NO : 01ADRESSING A GUEST PAGE (1/3)DEPARTMENT: Front Office APPROVED BY/ TITLE/APPROVAL DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYGuest name1）客人姓名Check the guest name and title2）

4、查看客人姓名和头衔Print next day arrival report in the afternoon and check all VIP, Suite room and executive floor guest names.在下午打印出次日预抵之行政搂层以及其他应当得到相应待遇的重要客人的报告 . Butler must be able to memorize and pronounce their names correctly. 贴身管家必须熟记并能对这些姓名正确发音Look for the guest title and name in the computer system

5、. If there is any doubt whether the title or name is correct, contact Reservations or Sales to double check.在系统中得到客人的姓名和头衔。如果有疑问，联系预定部或者销售部确认 This are the titles as they have to be used to address our guests:以下是一些须掌握的头衔：1. A KING国王 First time address as “Your Majesty”, then “ Sir”2. A QUEEN王后First t

6、ime as “Your Majesty”, then “ Madam”3. A PRINCESS公主 First time as “Your Royal Highness”, then “Madam”4. A PRINCE王子 First time as “Your Royal Highness”, then “Sir”5. A ROYAL DUKE伯爵 First time as “Your Royal Highness”, then “My Lord”TASK NO : 01ADRESSING A GUEST PAGE (2/3)DEPARTMENT: Front OfficeAPPRO

7、VED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY6. A DUCHESS女伯爵/伯爵夫人 First time as “Your Royal Highness”, then “My Lady”7. A COUNTESS公爵夫人 First time as “Lady (first name)”, then “My Lady”8. A BARON男爵 First time as “Lord (last name)”, then “My Load”9. A PRESID

8、ENT总统“Mr. President”10. A SENATOR参议员“Senator (last name)”11. AN AMBASSADOR大使First times as “Ambassador (last name)”, then “Your Excellency”12. A MAYOR市长“Mr. Mayor”TASK NO : 01ADRESSING A GUEST PAGE (3/3)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWN

9、STANDARD PROCEDUREWHYCourtesy standards when addressing a guest3） 称呼客人时的礼貌标准When in doubt, address as “Sir” or “Madam”1有疑问时称呼“先生”或“女士”Never call a guest by their first name, even when asked.2永远不要以客人的名字称呼他们，即使是客人要求的Guests should be greeted with a neck bow and eye contact (except for the King & Queen

10、of Thailand). 3在迎接客人时下颚应微微下收并伴有眼光交流（泰国国王和王后例外） Never offer to shake hands.4永远不要主动和客人握手！（尤其是女士）If a guest initiates a handshake, do so.5如果客人主动和你握手，那么你要迎合客人TASK NO : 02DELIVERY AFTER A GUESTS REQUEST PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREA

11、KDOWNSTANDARD PROCEDUREWHYReceive the order 1）得到指令Deliver the requested item2）递送客人所需物品Anticipate the guests needs.3）预知客人所需Ask for guest feedback 4）征求客人反馈The guest will call the Regent Touch via the Regent Touch Button when he/she has a request.客人将通过快捷键同客服中心联系 The Regent Touch then contacts the Butle

12、r via the DECT Phone.客服中心联系贴身管家According to the message on the DECT Phone, the Butler will deliver the requested item to the guests room. 根据客人要求，贴身管家把客人物品送至客人房间“Mr. / Mrs. XXX, you requested XXX; where may I place it for you?”“xxx先生/女士，这是您要的xxx，我帮您放到那里？“Ask the guest whether he would like the same i

13、tem to be placed in his room upon his next visit.询问客人下次入住时是否希望物品提前放入他/她的房间。“Mr. / Mrs. XXX, would you like us to prepare XXX in your room upon your next visit?”“xxx先生/女士，您希望我们在您下次入住时提前为您准备好吗？”IF the guest seems to have time and would like to chat, ask him for feedback, suggestions, etc. 如果客人看上去有时间并愿

14、意交谈，征求客人的反馈和建议。例如：“Are you enjoying your stay with us, Mr. / Mrs. XXX?”“您住的满意吗？”TASK NO : 02DELIVERY AFTER A GUESTS REQUEST PAGE (2/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYExit the guest room5）离开客人房间Follow up6)跟进“Have yo

15、u visited any of our hotel restaurants?”“您用过我们的餐厅了吗/”“Do you have any suggestions on how we can further improve our service to make your stay even more enjoyable?”“对我们的服务有什么建议吗？这样我们可以为您更好的服务。”Be prepared; always carry pen and a note pad. Note down all guests comments after exiting the room. 随时准备笔和记事

16、本，在得到客人意见时离开房间后记录下来Thank the guest for his suggestions and wish him a good day/evening. 感谢客人的建议并祝客人愉快“Thank you for your suggestions, Mr. / Mrs. XXX. Is there anything else I may help you with? Have a good day / evening / night”“xxx先生,谢谢您的建议.还有什么我能为您效劳的吗?祝您愉快/晚安” Note all guest comments for yourself

17、 and update the guest profile for future visits.记录下客人的建议和意见,然后更新电脑中客人个人资料 .Follow up immediately in all cases where the guest has an urgent request. 马上解决客人当前所要解决的问题In case of complaints, contact the Chief Butler or Assistant Manager and brief them accordingly. 如果遇到客人投诉,通知总管家和值班经理并介绍清楚情况Update the wh

18、ite board in the Butler Pantry.更新管家服务间白板Communicate the guests wishes to all relevant departments. 如有必要,与其他部门分享客人的需求TASK NO : 03ANTICIPATION IN GUEST NEEDS PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYReview next day

19、arrival查看次日预抵Familiarize with the Guest History熟知客人客史Prepare the arrival3）预抵准备Butlers shall review all arriving guest needs and preferences located in the Guest History one day prior to arrival and at the beginning of each shift. 所有贴身管家应该提前查看次日预抵客人的客史和个人喜好。Review Guest History and Notes.查看客人客史和个人喜好记

20、录By understanding and studying/updating each guests needs and preferences, our butlers will deliver the service before the guests ask.通过了解和更新得到客人的信息以便提前为客人提供服务。Print the Notes out of the Guest History and display those of in house guests on the white board in the Butler Pantry.把客人的信息从客史中打印出来并贴在在店客人的

21、白板上。Before the guests arrival, double check the guest Notes and ensure that all have been followed up, i.e. amenities have been prepared in the guest room according to guest preferences. 客人预抵前，贴身管家须再次检查客人喜好记录并保证所有客人所要求的都已准备好。例如：房间的欢迎礼品是否按照客人喜好派送。Check the guest room. 检查客人房间Prepare the profile prior

22、to the guests arrival and ensure that all details are correct and complete. 客人抵达前准备客人的喜好并保证所有内容都正确并已完成。. TASK NO : 03ANTICIPATION IN GUEST NEEDS PAGE (2/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYObserve the guest4）观察Collec

23、t all guest information5) 得到客人一切信息Using observational skill the Butler will determine the guests needs. 用你的观察能力获悉客人所需Looking at the Body Language, hand gestures, facial expression etc. 观察客人的肢体语言，手势，面部表情等等。Butlers can not inspect guest rooms in the absence of guests to find out about the guest needs

24、and preference.Only one time entering of In-House guests room on each day if no specific instructions. 贴身管家不可以在客人不在的情况下进客人房间查找客人喜好。没有特殊指令每天只可以进住人房一次。All obtained information needs to be put into the Guest History to ensure easy future access.所有获得的客人信息务必输入到客史中以便查找。When enough information is obtained

25、by all departments and consolidated in the Guest History, we are able to provide fast and efficient service to all guests.当从各个部位得到了足够的客人信息并在客史中集中巩固，我门就将随时为客人提供迅捷的服务。TASK NO : 04HANDLING A GUEST WITH SPECIAL PREFERENCES PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Direc

26、tor of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYContact the guest1）联系客人Offer a solution2）提出建议The Butler introduces himself with name and department and lets the guest know that he knows of the situation and would like to be of assistance.贴身管家把自己介绍给客人，包括姓名和部门，并且要让客人知道你已经了解客人的情况并准备帮助他们。If the guest wou

27、ld like to give further explanation, the Butler will listen to him carefully and possibly take notes. 如果客人要做进一步说明，请仔细聆听并做记录。According to the guests requests, solutions are offered: EXAMPLES根据客人的要求提出自己的建议和办法。举例：Allergy to feathers: Offer a blanket instead of feather duvet, remove feather pillows and

28、offer other kind of pillow instead.1客人对羽绒过敏：提供毛毯取代羽绒被。把羽绒枕拿走，放入别的枕头。Soaps: Offer Glycerin soap and shampoo.香皂过敏：用淋浴液代替A/C: Offer to turn the system off4空调过敏：建议关闭空调。5Hard Mattress: Offer a Bed Board. 5喜欢硬床：加硬床板Act flexible and listen carefully to the guestWishes在倾听客人谈话时一定要自然，认真TASK NO : 04HANDLING A

29、GUEST WITH SPECIAL PREFERENCES PAGE (2/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYUpdate the Guest History Notes 3）更新客人喜好记录All received information is entered into the FIDELIO, so we can prepare the room according to the gu

30、ests needs upon his next visit. 所有收到的客人的喜好信息都要输入到电脑系统以便在客人再次光临时提前准备房间。TASK NO : 05 HANDLING UNCOMFORTABLE SITUATIONS PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYNoisy guests客人制造过大声响Rowdy guests in the corridor2）滋事的客人

31、Sexual advances by guests3）被客人性骚扰Explain to the guest that other guests have mentioned the noise.向客人解释有其他客人提出声音过大。Avoid the word “complaint”.记住：不要用“投诉”Handle with care, if in doubt contact Security.小心处理，如有疑问，联系保安部。If intoxicated, do not mention this to the guest. Approach the guest and offer assista

32、nce back to their room. If assistance is refused, contact Security immediately.如果客人在酒醉状态，不要提及。接洽客人并予以协助返回他们的房间，如果你的帮助被拒绝，联系保安部。If not intoxicated, explain to the guest that other guests feel irritated .如果非酒醉，同客人解释会影响其他客人。Approach the guest with caution, if in doubt contact Security小心接触客人和交谈，如有问题来年系保

33、安部Do not address the issue with the guest.不要对客人提及。If uncomfortable, excuse yourself from the room.如果你感觉到了，找个理由退出房间。Arrange for another Butler (perhaps of the opposite sex) to handle further guest requests for that room找一个你的同事（异性）去为客人服务。TASK NO : 05ANDLING UNCOMFORTABLE SITUATIONS PAGE (2/2)DEPARTMEN

34、T: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYTheft of hotel property by a guest4）客人偷拿酒店物品Difficulties in communicating with the guest5）与客人沟通不便Do not address the issue with guest不要对客人提及。Contact Security immediately upon discovery.一旦发现立即报

35、告保安部。Call Housekeeping / Front Office to see who speaks the desired language.同其他部门联系看是否有性能讲客人语言的同事。If no one is available, try communicating through body language.如果没有同事能听懂客人，试一下肢体语言。TASK NO : 06PREPARING FOR ARRIVAL PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Directo

36、r of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYCheck arrival times1）查看预抵达时间Check Guest History2）查看客史Follow up with Housekeeping3）同客房部跟进Check the room4）检查房间Check one day prior to and in the morning of arrival. Ensure that rooms have been blocked by the Room Administrator.预抵的前一天和当天早上查看抵达时间并确认房间已被锁好。Ensu

37、re that all of the guest wishes are followed up upon arrival if the guest is a return guest. 确保该回头客人所有喜好都已安排好。Communicate arrival times and expected completion of room to HK.与客房部沟通客人抵达时间以确保房间清洁在客人到店前完成。All amenities in executive floor rooms and also the rooms for relevant VIP rooms（even not on the e

38、xecutive floor） will be inspected by the Butler.所有行政搂层客人房间以及相关重要客人（有可能不在行政搂层）贴身管家都要检查。All VIP rooms will be inspected by the Head Butler additional.所有重要客人房间总管家要亲自检查。Check the room according to the standard requirements of Regent Hotels.Any discrepancies are to be corrected in order to achieve that t

39、he room is ready for presentation before the guest arrives.一定要按丽晶酒店的标准要求检查房间。一切矛盾房间都应在客人抵达前解决。Ensure the following:Fruit Plate quality and presentationFlower quality and presentationWelcome chocolate/pastry amenity quality and presentation- Ensures that each guests wardrobe is maintained in a neat a

40、nd tidy fashion.TASK NO : 06PREPARING FOR ARRIVAL PAGE (2/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYWelcome letter quality and presentationGift for return guest quality and presentationAll of the guests special requirement

41、s are followed up upon.以下款项必须得到保证：-果盘的质量和外观-鲜花的质量和外观-欢迎巧克力和甜品的质量和外观-欢迎信的质量和外观-返店客人的礼物的质量和外观-客人所有的特殊要求是否被完成TASK NO : 07ROOMING A GUEST PAGE (1/4)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYGreeting at the elevator1）在电梯前迎接客人Show

42、 the room2）为客人引路Guest Relations Officer will present the Butler by name and pass the room key to the Butler.客务关系主任会把客人介绍给贴身管家并交给房间要是。Thank the Guest Relations Officer.感谢客务关系主任。Bow slightly, and address the guest as follows:“Welcome (back) to Regent hotel ., Mr./ Mrs. XXX” 微微低头面带微笑同客人打招呼Offer to carr

43、y his/ her coat or brief case as you escort the guest to his/her room.陪同客人至房间时帮助客人提手提箱或大意如果客人不反对。Open the guestroom door with the guest key (making sure it works before the guest arrives), hold the door open and insert the key into the master switch.Allow the guest enter the room first and proceed a

44、ccording to one of the following scenarios:为客人开门（在客人抵达前保证房间钥匙没有问题）并让客人先进入同时扶门并把钥匙插入房间电源。If the bellman is waiting in front of the door, let him in the room. Do not begin “The presentation” until the bellman has finished placing the luggage. Begin “The Presentation” as soon as the bellman exits.如果这时行

45、李员来为客人送行李，让他先进入。不要开始你的介绍。行李员防好行李一离开你马上开始。If the bellman arrives after you have begun “The Presentation”, let him in and stand as he places the luggage. Continue after he exits the room.如果你已经开始被行李员打断，暂停让行李先入，等他离开后继续。The bellman will usually receive a gratuity. Allow the guest time to give it to him,

46、but do not pause too long , look or seem interested in the gratuity given to the bellman.不要观看客人给行李员小费。TASK NO : 07ROOMING A GUEST PAGE (2/4)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYPresent the in room facilities3）展示房间内的布置Of

47、fer services4）提供服务Do not assume that the guest has time for a full presentation. Ask the guest as follows:“May I take a few moments to explain the features of your room?”别以为客人总是有时间听你介绍。询问客人“我可以占用您一点时间给您介绍 房间吗？”Guest orientation always includes instructions about 以下是要给客人介绍的内容：temperature control空调开关e

48、mergency exits紧急情况路线technology information regarding internet access上网设备power supply电源introduce the SPA水疗introduce Restaurants and Bar餐厅及酒吧Introduce services and advantages介绍行政搂层客人所享受的服务以及有限待遇。Ice will be offered to all guests or pre-set in room冰块须提前布置在房间Whilst greeting arriving guests, the butler w

49、ill offer complimentary pressing and shoeshine service介绍房间后贴身管家须提供免费熨烫和擦鞋服务。During the rooming, the butler will offer to take coats and hang them in the closet介绍房间时贴身管家应帮客人挂衣服在衣橱里。During the rooming, the butler will explain the operation of the Instant Service Button.介绍房间时，贴身管家应给客人介绍快捷服务键。 Whilst gr

50、eeting arriving guests, the butler will offer unpacking services.贴身管家应帮助客人打理行李（按照标准）TASK NO : 07ROOMING A GUEST PAGE (3/4)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYArrange Daily Morning Drink delivery为客人安排每日晨饮6）Arrange Eveni

51、ng Bath for guest if requested. 为客人安排晚间沐浴服务Whilst greeting arriving guests, the butler will offer complimentary coffee, tea, or soft drinks.提供免费饮品（按照标准）Ask guest if he/she requests daily morning drink by saying: “Mr./Mrs. XXX, would you like to have a morning drink?” If yes: “What kind of drink woul

52、d you like” and “when would you like to deliver your morning drink?” Then note it down, and make sure deliver on time. 询问客人是否需要每日晨饮，如需要，询问饮料种类及派送时间。并确认记录在交接本上，每天准时派送。Note down in the Guest Profile and submit to Guest History Controller.记录在客人档案里，并交给客史管理员。Ask guest if he/she requests evening bath by s

53、aying:“Mr./Mrs. XXX, would you like me to arrange you evening bath?” If yes: “When would you like to have it? Then note it down, and make sure serve on time by the followings:Fill the waterCheck the temperaturePrepare the bath foam and the items which guest requested. 询问客人是否需要晚间沐浴准备服务，如需要，询问需要时间及所需设

54、备，并记录，确保准时提供。服务时，应：为客人放水检查水温准备沐浴用品及客人所需用品For Ladies, Butler need offer complimentary Aromatherapy Bath, refer to SOP tasks 20为女士提供免费的香薰浴服务。TASK NO : 07ROOMING A GUEST PAGE (4/4)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHY7) Pr

55、esent Business Card出示名片8)）Leave the room离开房间9) Follow up 跟进All Butler will have their own business card and his/her Dect Phone number which will be presented to the guest before they left room所有的贴身管家都将有自己的名片，并在离开客人房间前交给客人，确保客人能够联系到。 Make sure that all the guests questions have been answered and offe

56、r additional services.保证客人已无需求，并询问是否需要更多服务All the guests requests need to be followed up upon with the appropriate departments.所有客人需要都应立即同有关部门跟进E.g. Ensures the prompt delivery of each guests newspaper, mail, messages and fax.Ensures in room dining with Food and Beverage DepartmentEnsures the reconf

57、irmation of air ticketEnsures morning beverage delivery after wake up call Ensures laundry and pressing as well as dry-cleaning delivery etc.确保客人报纸/信件/留言及传真的派送确保客人送餐的效率确保机票的确认确保第二天叫早时饮料的派送确保客人洗/熨衣的送回。The Butler will present him/herself as point of contact during the guests stay, mentioning that if h

58、e/she is not personally available a replacement will be fully aware and briefed告诉客人如果在其不当班的情况下，其他的贴身管家会接替。TASK NO : 08WELCOME DRINK PAGE (1/2)DEPARTMENT: Front OfficeAPPROVED BY/ TITLE/ DATE: Keith Tomkies / Director of RoomsTASK BREAKDOWNSTANDARD PROCEDUREWHYOfferall executive floor Room guests a W

59、elcome Drink（include some VIPWho are not stay on executive floor)1）为所有行政楼层客人提供欢迎饮品。（包括一些非行政楼层的重要客人）Informed by GRO 2）从客务关系主任得到信息Deliver the drink3）送饮品After the guest has been escorted to the room, GRO or Butler will ask the guest whether he would like a drink客人被陪同到房间后，客务关系主任或贴身管家将询问客人是否需要喝点饮料。.“ Mr.

60、 / Mrs. XXX would you like some tea, coffee, or a soft drink?”If a GRO escorted the guest to the room, GRO will inform the Butler to bring the drink up to the guest room. 如果客务关系主任陪同客人到房间，她会通知贴身管家为客人送来饮料Retrieve the drink from the Club Lounge and proceed to the guest room. 通常从行政酒廊做饮品然后送到客人房间。Ensure t