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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

Task: Professional Mannerism Code: RM-BU-A019 任务:专业服务方式 序号: RM-BU-A019

Standard: 标准:
To maintain The St. Regis Shanghai standard of professionalism, courteously and 保持瑞吉的专业标准、周到的服务及为所有客人提供优质的服务。通过正确
excellent service to all Guests. Though proper training of speaking, standing, walking, 的语言表达、站立姿势、行走、整体表现、肢体语言、手势和面部表情的训
overall presentation, body language, gestures and facial expression, we will meet the
练,我们将达到瑞吉的期望要求。
expectation of The St. Regis.

Procedures: 程序:
1. 所有专职管家部的员工在所有时候对所有的客人都必须表现出一种
1. All Butler Associates will handle themselves in a professional manner at all 专业的态度。
times to all guests. 2. 所有专职管家部的员工在所有的时候对待所有客人都是用礼貌周到
2. All Butler Associates will speak and listen very politely and courteously to all
的态度倾听或交谈。
Guests all the time.
3. Professional and polite words in English to be used are: 3. 使用专业礼貌的英语单词:
“当然,是,我们能帮你吗?Jones 先生,我们当然能满足您的要
Certainly, YES, How may We assist you!, We certainly will be able to 求。我们将根据您的要求把这笔费用记入您的房间账单里。
complete that request for you, Mr. Jones, We will bring apply that charge to
your room bill per your request,

4. We always stand straight with proper posture and hand location when 4. 当与客人交谈和倾听时,我们一贯以正确的姿势笔直站立和手部摆
listening or talking with Guests. 放在正确的位置。
5. We are within proper and comfortable space between we and the Guests
whilst communicating. 5. 当与客人交流时,我们和客人之间保持正确和适当的空间距离。
6. We are always well groomed and have personal hygiene at all times. 6. 所有时候我们都仪表得体,保持个人卫生。
7. Guests always exits or enters first
7. 客人一贯优先进出。
8. A smile will always relax the tension or situation.
8. 笑容能使紧张气氛或情形变轻松。
9. Don not interrupt when a Guest is speaking.
10. Show concern and attention to all Guests. 9. 不要打断客人说话。

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

Task: Professional Mannerism Code: RM-BU-A019 任务:专业服务方式 序号: RM-BU-A019

10. 对所有客人都要表示出关心和关注。

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