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: Nov. 1, 2002 酒店经理批准：黎瑞邦 日期：2001 年 12 月 1
日
Task: Delivery of Laundry/Dry Code: RM-BU-A049 任务：送洗或干洗衣物的送返 序号： RM-BU-A049
Cleaning
Standard: 标准：
Butlers will accept and deliver all Laundry & Dry Cleaning Request in a Professional 专职管家要以专业周到的态度接受和送返所有送洗或干洗的要求。
and courteous manner.

Procedures: 程序：
Pantry Delivery: 工作间递送：
1. The pantry delivery shall be conducted by both Laundry Attendant and 1. 工作间递送应由洗衣房员工和指定的专职管家/专职管家领班共同执
designated Butler/shift leaders.
行。
2. The cleaned guest laundry items shall be delivered to one of the Floor
Butler’s workstations, which is the pantry room on the floors. 2. 洗涤完毕的客衣应送至楼层专职管家工作楼区内的某一个工作间。

3. All cleaned guest laundry items shall be placed in the pantry’s closet, either 3. 所有洗涤完毕的客衣应放在工作间的衣橱里，或悬挂在内或放置在
by hanging or placing into the laundry box. 洗衣篮内。

4. The delivery record shall be kept complete and accurate at all time by both 4. 洗衣房员工和指定的专职管家/专职管家领班应共同保持客衣递送记
Laundry Attendant and designated Butlers/Shift leaders 录的完整和精确。

5. At the end of pantry delivery, All Floor Butlers shall be notified immediate to 5. 结束工作间的递送之后，应立即通知所有的楼层专职管家以确保不
make room delivery without unnecessary delay. 延迟客房递送。
Room Delivery: 客房递送：
1. The Floor Butler will inspect all items and point out any concerns
1. 楼层专职管家将检查所有的衣物，立即指出其中任何的瑕疵，就此
immediately and rectify them with the Laundry Shift leader or Manager.
和洗衣房领班或经理证实。
2. The Butler will then one by one deliver the Laundry items to the Guest Room.
2. 然后，专职管家将依次把洗涤完毕的客衣送入客房。

Printed Date:1/18/2001 PAGE: 1/3

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: Nov. 1, 2002 酒店经理批准：黎瑞邦 日期：2001 年 12 月 1
日
Task: Delivery of Laundry/Dry Code: RM-BU-A049 任务：送洗或干洗衣物的送返 序号： RM-BU-A049
Cleaning
3. If the Guest is present in the room the Butler will politely use the following
example in talking to the Guests: 3. 如果客人在房间里专职管家将以礼貌的态度用下列语言和客人谈话：

“Sorry to disturb you Mr. Jones, I am here to deliver your laundry. A. “Mr. Jones 很抱歉打搅您，我们已经清洗了您送洗/干洗的衣
“May I place them in the closet for you?” 物。”
B. “我可以为您放进衣橱吗？”
4. Offer to the Guests if they require you to put away their items in closet,
drawers etc. Always use care when handling Guests clothing and other
personal items. Refer to unpacking of items! 4. 如果客人要求，我们需将衣物放入衣橱，抽屉等。当处理客人衣物
或其他私人物品时请谨慎小心。尤其是客人物品拆包放置时!
A. “Would you need me to put away your items for you?”
A. “您需要我为您放置您的物品吗?”
5. If the Guests in not present in the Room, enter room following the standard
for entering an occupied room. 5. 如果客人不在房间里，参照进入住客房的标准。

6. Place the hangered items in the closet, and the basket items on the Sofa, 6. 把客人的挂件放进衣橱，篮子放置在沙发顶端，除非客史或喜好表
unless Guest History or preferences state otherwise. 明其它放置方法。
7. Place a Laundry Delivery Note with guest name and room number on the
7. 把写明客人姓名和房号的洗衣送还卡放置在客人的书桌上，以提醒
desk to indicate guest that his laundry has been delivered back already.
客人其衣物以送还。
8. Whenever possible if you meet the Guests later inquire if all Laundry/Dry
Cleaning items were to their satisfaction. 8. 如果在稍后遇见客人，无论何时可能的话，询问客人是否对送洗/干
洗的衣物满意。
9. If DND light is on, butler shall hang an Apology Card outside door with
indication on laundry delivery service. Guest shall not be disturbed. 9. 如果“请勿打扰”灯亮，悬挂一张致歉卡在门外表明送返洗衣服务。
客人不能被打扰。
10. Once guest calls up to require the delivery, Butler shall proceed immediately

Printed Date:1/18/2001 PAGE: 2/3

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: Nov. 1, 2002 酒店经理批准：黎瑞邦 日期：2001 年 12 月 1
日
Task: Delivery of Laundry/Dry Code: RM-BU-A049 任务：送洗或干洗衣物的送返 序号： RM-BU-A049
Cleaning
as step 3, 4 & 5.
10. 如果客人打电话要求送还，专职管家应立即如步骤 3,4&5 进行。
11. Record all requests in the Guest Preference log sheet, which will be recorded
in Guest History. 11. 记录所有客人的要求在客人喜好表上，这将被记入客史。

Printed Date:1/18/2001 PAGE: 3/3