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
日
Task: Anticipation of Guests Code: RM-BU-A031 任务：预知客人的需求 序号： RM-BU-A031
Needs
Standard: 标准：
All Butlers will constantly thinking of ways to service the Guest by means of offering 所有的专职管家要经常思考服务客人的方法，在客人提出要求前为客人提供
Guests Preferences before they ask. By observation of gestures/facial expressions and 他们想要的服务。通过观察客人的手势/面部表情，以及从客人历史记录上
by knowledge of information in Guest History, we will provide personalized Guests
记载的信息，我们将在一贯的基础上为客人提供个人化的服务。
service on a consistent basis.

Procedures: 程序：
1. All Butlers shall review all arriving guests needs and preferences located in 1. 所有的专职管家应熟知所有预抵客人客史里的需求与喜好。
Guest History.
2. By understanding and studying/updating each Guest needs and preferences 2. 通过了解和学习每一位客人的需求和喜好,专职管家将在客人要求前提
Butlers will deliver the service before the Guests ask.
供服务。
3. Using Observation Skills one will determine Guests needs. Looking at Body
Language, hand gestures, facial expression such as confused, excited, looking
for something etc, a Butler will at least offer his/her assistance. But if it can 3. 通过观察的技巧，专职管家可以得知客人的需求。观察肢体语言，手势，
be determined what the Guest is requiring, then complete the service to the 面部表情例如迷惑，兴奋，搜寻某物等，一位专职管家至少将提供他/
Guests. 她的帮助。但是如果能确定客人的要求，则需完成对客服务。
4. Butlers will inspect Guest rooms in the absence of Guests to find Guest needs
and preference. 4. 专职管家将在客人不在房间里时检查客房，并从中找到客人的需求与喜
5. All guest preference shall be input into OPERA guest profile in standard 好。
format.
6. Through large amounts of info obtained by all departments and consolidated 5. 所有的客人喜好必须以标准的形式输入 OPERA 系统的宾客文档里。
in Guest History, we will provide fast and efficient service to all Guests.
6. 通过来自所有部门的大量信息和统一合并输入客史的档案，我们将对所
有的客人提供快速有效的服务。

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
日
Task: Anticipation of Guests Code: RM-BU-A031 任务：预知客人的需求 序号： RM-BU-A031
Needs

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