The St.

Regis Shanghai Standard & Procedure 上海瑞吉红塔大酒店 标准与程序

Position: Butler 职位:专职管家
Department: Rooms Dept. Head: Jevons Yang 部门： 部门经理：仰平
GM Approval: Chuck Abbott Date: Nov 24, 2002 总经理批准：安奕德 日期：2002 年 11 月 24
日
Task: Greeting as Lobby Butler Code: RM-BU-A069 任务：专职管家的大堂迎宾 序号：RM-BU-A069

Standard: 标准：
Lobby Butler shall make himself presented at the lobby during regulated hours of the 大堂专职管家应在每天指定时间出现在大堂，向所有的客人致以问候，并联
day to provide greetings to all and coordinate Floor Butler’s in-room check-in service 系楼层专职管家，为所有到达客人提供房内入住登记服务。
for all arrival guests.
Procedures: 程序：

1. At least one Butler shall be assigned as Lobby Butler / Greeter who shall 1. 至少有一名专职管家应被指定为大堂迎宾员，在他/她的工作时间内
permanently station himself/herself in the lobby during his/her duty hours. 他/她的工作区域是大堂。

2. Lobby Butler / Greeter shall provide every guests with warm smiling and 2. 大堂专职管家迎宾员应随时以热情的微笑向客人致以问候。
greeting at all time.

3. Lobby Butler / Greeter shall be proactive and will approach all guests who are 3. 大堂专职管家迎宾员应主动接近所有大堂里的客人，需要时提供酒
in the lobby to see if any assistance is required, such as giving hotel
店信息并引导客人去各部门。
information and direction about all hotel outlets.

4. The standard phrase for guest greeting can be: 4. 问候客人的标准用语如下：

“Good morning / afternoon / evening, welcome to the St. Regis Shanghai. “早上好/下午好/晚上好，欢迎来到上海瑞吉红塔大酒店。我可以为
How may I assist you?” 您做什么吗？”

5. Lobby Butler/Greeter shall have the following equipment and reports upon 5. 大堂专职管家/迎宾员在开始他/她的大堂工作事，应携带一下设备和
commencing his/her lobby duty: 报告：
 Two-way mobile phone  酒店手机
 The day’s VIP Arrival Report  当日的 VIP 预抵报告
 The day’s Airport Pick up Report  当日的接机报告
6. Lobby Butler / Greeter shall give immediate attention to those arrival guests 6. 大堂专职管家/迎宾员应及时注意那些抵店客人并据此协调房内入住

Printed Date: 9/21/2000 PAGE: 1/4

The St. Regis Shanghai Standard & Procedure 上海瑞吉红塔大酒店 标准与程序
Position: Butler 职位:专职管家
Department: Rooms Dept. Head: Jevons Yang 部门： 部门经理：仰平
GM Approval: Chuck Abbott Date: Nov 24, 2002 总经理批准：安奕德 日期：2002 年 11 月 24
日
Task: Greeting as Lobby Butler Code: RM-BU-A069 任务：专职管家的大堂迎宾 序号：RM-BU-A069

and coordinate in room check in process accordingly. 登记程序的执行。

7. 标准用语如下：
7. The standard procedure is as followings: a) 以热情的微笑问候客人：
a) To greet the arrival guests with warm smiling:
“早上好/下午好/晚上好，欢迎来到上海瑞吉红塔大酒店。先生/
“Good morning / afternoon / evening, Welcome to the St. Regis
Shanghai. Are you checking in Sir/Madam? (If yes), May I have your 小姐，请问您是来进行入住登记的吗？ （如果是）我可以知道
name please?” 您的名字吗？”
b) 引领客人至前台将其介绍给前台接待：
b) To escort guests to the Reception Counter and introduce the GSA to “Smith 先生，我的同事将核对您的预定并为您提供客房内入住
guest: 登记服务。”
“Mr. Smith, My colleague will check the reservation for you and we
will provide you with an in room check in.” c) 从前台接待处得到抵达客人的房号。
c) To obtain arrival guest’s room from GSA.
d) 用手机告知相应楼层专职管家客人房号，以准备楼层迎候后或
d) To inform Floor Butler where the guest’s room is located to be ready for 大堂迎候。大堂专职管家迎宾员应告知楼层专职管家以下信息：
Floor Greeting by using two-way mobile phone. Lobby Butler shall  客人姓名
notify Floor Butler the following information:  到达客人房号
 Name of guest  回头客或首次入住
 Arrival Room number
 Return guest or 1st time visitor
e) 从前台接待处得到客人房卡，引领客人至楼层。
e) To obtain room key from GSA and escort guest to the floor with the
Welcome Folder. f) 在楼层或大堂向客人介绍楼层专职管家：
“Smith 先生，这是您的楼层专职管家 John，他将带您去房间并
f) To introduce Floor Butler to the guest: 为您办理入住登记手续。希望您入住愉快！”
“Mr. Smith, this is your Butler John, he will show you the way to your
room and offer you in room check in. I Hope you have a nice stay with g) 在介绍之后将房卡和宾客欢迎夹交给楼层专职管家。大堂专职

Printed Date: 9/21/2000 PAGE: 2/4

The St. Regis Shanghai Standard & Procedure 上海瑞吉红塔大酒店 标准与程序
Position: Butler 职位:专职管家
Department: Rooms Dept. Head: Jevons Yang 部门： 部门经理：仰平
GM Approval: Chuck Abbott Date: Nov 24, 2002 总经理批准：安奕德 日期：2002 年 11 月 24
日
Task: Greeting as Lobby Butler Code: RM-BU-A069 任务：专职管家的大堂迎宾 序号：RM-BU-A069

us!” 管家迎宾员可以将钥匙夹合上表示该客人是首次入住，将钥匙
夹展开表示该客人是回头客。基于两种不同的情况，楼层专职
g) To hand over room key & the Welcome Folder to Floor Butler after 关家应据此问候客人：“Smith 先生，欢迎来到我酒店。”（首
introduction. Lobby Butler may close the key holder while handing it
次入住的客人）“Smith 先生，欢迎回来。”（回头客）
over to indicate the arrival guest is 1st visit, and open the key holder to
indicate the arrival guest is return guest. Based on these two different
indications, the Floor Butler shall greet the guest accordingly: “Welcome
to our hotel, Mr. Smith” (for 1st time visitor), or “Welcome back, Mr. h) 如楼层专职管家因某种原因没有在楼层或大堂出现，大堂专职
Smith” (For return guest). 管家迎宾员应完成房内入住登记手续。

h) To conduct in room check in if Floor Butler does not show up on the 8. 大堂专职管家迎宾员应精确而完整的记录下由他/她自己迎候或完成
floor or for some reason. 房内入住登记手续的抵店客人的姓名/房号。

8. Lobby Butler / Greeter shall make accurate and complete record of

names/room numbers of arrival guests being greeted, or checked in by 9. 大堂专职管家/迎宾员也应有接机的预抵客人特别注意。他/她应及时
himself/herself. 通知楼层管家预抵客人接机时间，协助确保客人按照我们的标准予
以接待。
9. Lobby Butler / Greeter shall also pay special attention to those arrival guests
with airport pick up. He/she shall keep Floor Butler updated with accurate
arrival time of the transportation and serves as backup to ensure guests are
10. 对于首次到达的客人，楼层专职管家一定要跟据大堂专职管家迎宾
received and greeted as per our standard.
员给予的信息进行大堂/楼层/客房内的问候。
10. It shall always be the 1st priority task for all Floor Butlers to follow up with
the arrival guests’ lobby/floor/in-room greeting based on the information
provided by the Lobby Butler/Greeter.

Printed Date: 9/21/2000 PAGE: 3/4

The St. Regis Shanghai Standard & Procedure 上海瑞吉红塔大酒店 标准与程序
Position: Butler 职位:专职管家
Department: Rooms Dept. Head: Jevons Yang 部门： 部门经理：仰平
GM Approval: Chuck Abbott Date: Nov 24, 2002 总经理批准：安奕德 日期：2002 年 11 月 24
日
Task: Greeting as Lobby Butler Code: RM-BU-A069 任务：专职管家的大堂迎宾 序号：RM-BU-A069

Printed Date: 9/21/2000 PAGE: 4/4