五星級(jí)酒店GRO服務(wù)程序

1、Standard: Butlers will have basic knowledge about matters of ticketing and able to complete some basic steps in resolving them. 標(biāo)準(zhǔn)： 專職管家應(yīng)有關(guān)于機(jī)票事宜的基本知識(shí)，并能夠完成解決這些問題的基本步驟。 Procedures: 1. Butlers shall be knowledgeable of type of guest requests relating to matters of air-ticketing: Reservation: To reserv

2、e/book a seat on a flight for a guest or passenger. Reconfirmation: To confirm with airline that guest is leaving on a particular day via a particular flight. Change: To change guests departure date, flight number/departure time. Re-route: Changing of destination. Endorsement: Changing of carrier/ai

3、rline company. Refund: Can only be done by guest from place of issue or purchasing. 2. Butler shall be knowledgeable of key information indicated on air-ticket: Name of passengers Departure date/time Name of airline company Flight number Class of seats From which city to which destination Reservatio

4、n status Ticket number Validity period Free bag allowance Ticket restrictions 3. Butler shall always ask for second/third options from guests upon handling the requests. 4. Butlers shall take personal responsibility of safeguarding guests air-tickets during the request process. 5. For reference purp

5、ose, butlers shall always ask for name of airline staff who he is speaking to after they done the requests. 6. Butlers shall place guest air-ticket in Air-ticket Envelope upon handing it back to guest after completing of service. 7. Butlers shall always hand air-tickets back to guest in person. 程序：

6、1. 專職管家在客人各種關(guān)機(jī)票事宜的要求上應(yīng)具備足夠豐富的知識(shí)： 預(yù)定：為客人或乘客在某一航班上保留/預(yù)定一個(gè)位子。 確認(rèn)：與航空公司確認(rèn)客人將在特定的日期經(jīng)由特定的航班離開。 更改：更改客人的離開日期，航班號(hào)/離開時(shí)間。 變更旅程：變更目的地。 遷票：變更航班/航空公司。 退票：只能經(jīng)由客人從出票或購票處完成。 2. 專職管家應(yīng)對(duì)機(jī)票上顯示的關(guān)鍵信息足夠了解： 乘客姓名 離開日期/時(shí)間 航空公司 航班號(hào) 艙位 從哪一城市至那一目的地 預(yù)定情況 機(jī)票號(hào) 有效期 允許隨身攜帶多少包件 機(jī)票限制 3. 專職管家在處理這些要求時(shí)將總是從客人處詢問并得到第二/第三種選擇。 4. 專職管家個(gè)人在處理過程

7、中將對(duì)客人的機(jī)票安全負(fù)有責(zé)任。 5. 出于參考的目的，專職管家在處理完這些要求后需總是問得他所與之對(duì)話的航空公司員工的姓名。 6. 專職管家在完成服務(wù)后需將客人的機(jī)票置于票夾內(nèi)交還給客人。 7. 專職管家總是需親手將機(jī)票交回給客人。 Standard: All Butlers will constantly thinking of ways to service the Guest by means of offering Guests Preferences before they ask. By observation of gestures/facial expressions and

8、by knowledge of information in Guest History, we will provide personalized Guests service on a consistent basis. 標(biāo)準(zhǔn)： 所有的專職管家要經(jīng)常思考服務(wù)客人的方法，在客人提出要求前為客人提供他們想要的服務(wù)。通過觀察客人的手勢(shì)/面部表情，以及從客人歷史記錄上記載的信息，我們將在一貫的基礎(chǔ)上為客人提供個(gè)人化的服務(wù)。 Procedures: All Butlers shall review all arriving guests needs and preferences located i

9、n Guest History. By understanding and studying/updating each Guest needs and preferences Butlers will deliver the service before the Guests ask. Using Observation Skills one will determine Guests needs. Looking at Body Language, hand gestures, facial expression such as confused, excited, looking for

10、 something etc, a Butler will at least offer his/her assistance. But if it can be determined what the Guest is requiring, then complete the service to the Guests. Butlers will inspect Guest rooms in the absence of Guests to find Guest needs and preference. All guest preference shall be input into OP

11、ERA guest profile in standard format. Through large amounts of info obtained by all departments and consolidated in Guest History, we will provide fast and efficient service to all Guests. 程序： 1. 所有的專職管家應(yīng)熟知所有預(yù)抵客人客史里的需求與喜好。 2. 通過了解和學(xué)習(xí)每一位客人的需求和喜好,專職管家將在客人要求前提供服務(wù)。 3. 通過觀察的技巧，專職管家可以得知客人的需求。觀察肢體語言，手勢(shì)，面部表

12、情例如迷惑，興奮，搜尋某物等，一位專職管家至少將提供他/她的幫助。但是如果能確定客人的要求，則需完成對(duì)客服務(wù)。 4. 專職管家將在客人不在房間里時(shí)檢查客房，并從中找到客人的需求與喜好。 5. 所有的客人喜好必須以標(biāo)準(zhǔn)的形式輸入OPERA系統(tǒng)的賓客文檔里。 6. 通過來自所有部門的大量信息和統(tǒng)一合并輸入客史的檔案，我們將對(duì)所有的客人提供快速有效的服務(wù)。 Standard: Guests with no arrival time & pick up shall be greeted and received by Butlers on the floor upon their arrival. 標(biāo)

13、準(zhǔn)： 當(dāng)沒有到達(dá)和接機(jī)時(shí)間的客人到達(dá)時(shí)，專職管家需在樓層上問候和接待。 Procedures: Front Service Room Controller will pre-block arrival rooms whenever possible. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying. Upon guest arrives in Reception, GSA shall verify the reservation and infor

14、m Butler of this particular guests arrival. Butler shall proceed to guest lift lobby of assigned rooms floor and wait for guests coming up. GSA, or Lobby Butler shall escort guest to the floor and introduce Butler of that floor to guest at lift lobby. Butler shall greet and receive the guest after b

15、eing introduced, and proceed to in-room registration and service/facility introduction. (Refer to S&P RM-BU-A020 & A021) After completing the greeting, Butler shall update guest profile with greeting type Floor Greeting for future reference. 程序： 前臺(tái)客房控制員將把預(yù)抵客房事先排定。 專職管家需檢查已排定的客房并確?？头恳褳榭腿巳胱∽龊脺?zhǔn)備。 當(dāng)客人到達(dá)

16、前臺(tái)時(shí)，前臺(tái)接待需確認(rèn)其預(yù)定并告知專職管家該客人的到達(dá)。 專職管家需在排定的客房所在樓層電梯廳等待客人到達(dá)。 前臺(tái)接待或樓層專職管家需引領(lǐng)客人至樓層，并在電梯廳將該樓層的專職管家介紹給客人。 專職管家需在介紹之后問候并接待客人，完成房?jī)?nèi)入住登記和服務(wù)/設(shè)備的介紹。（參考S&P RM-BU-A020 & A021） 完成問候之后，專職管家需以問候類別樓層問候來更新賓客文檔，以備日后參考。 Standard: Shall there are guests not being greeted and received by Butler in the lobby or on the floor, B

17、utler shall make self-introduction and offer butler services. Butler shall take this action within 10 minutes after guest enters the room. 標(biāo)準(zhǔn)： 專職管家如沒有在大堂或樓層上問候和迎接抵店客人，就需要進(jìn)行客房?jī)?nèi)的自我介紹和提供專職管家服務(wù)。專職管家需在客人進(jìn)入房間后10分鐘內(nèi)完成 這一任務(wù)。 Procedures: Front Service Room Controller will pre-block arrival rooms whenever pos

18、sible. Butler shall inspect assigned guest room and ensure everything in the room is ready for occupying. Upon knowing guest already entered the room, Butler shall check with GSA, who escorted guest just now, to see if any services being requested by guest. Butler shall make self-introduction by kno

19、cking on guest room door. Meanwhile Butler may also deliver guest service requests. For self-introduction, Butler shall use the following standard phrase: “Mr Jones, I am your Butler John. I am here with your coffee (if it is requested by guest) May I take a few of your minutes time to introduce som

20、e features and facilities of your room?” 6. If guest wish to have the introduction, Butler shall proceed with reference to S&P RM-BU-A021. 7. If arrived guest room is under Do Not Disturb, or not in the room, Butler shall leave a message under guest rooms door to notify guest of your presence. The s

21、tandard phrase shall be: Dear Mr./Mrs./Dr. (Last Name)Please contact me when you return(or at your convenience) so that I may introduce myself and familiarize you with room facilities and services. I may be reached by pressing the button marked “Butler” located on your telephone.Your Butler(Your Nam

22、e)8. Butler shall update guest profile with greeting type In Room Greeting for future reference. 程序： 前臺(tái)客房控制員將把預(yù)抵客房事先排定。 專職管家需檢查已排定的客房并確?？头恳褳榭腿巳胱∽龊脺?zhǔn)備。 在得知客人已進(jìn)入房間時(shí)，專職管家需和前臺(tái)接待核實(shí)，剛才誰引領(lǐng)客人進(jìn)入客房，并去看一下客人是否要求服務(wù)。 專職管家需敲門并進(jìn)行自我介紹。同時(shí)，也可以進(jìn)行客人要求的服務(wù)。 自我介紹時(shí)，專職管家需使用以下標(biāo)準(zhǔn)用語： “Jones先生，我是您的專職管家John。我來送您的咖啡（如果客人要求）我可以占用您幾分

23、鐘時(shí)間為您介紹一下房間的設(shè)備嗎？” 如果客人希望你介紹的話，專職管家需參照S&P RM-BU-A021。 如果客人打著請(qǐng)勿打擾的燈，專職管家需從門縫下塞留言紙，告知客人你的存在。標(biāo)準(zhǔn)如下： 尊敬先生/太太/博士（姓） 請(qǐng)?jiān)谀貋恚ㄔ诜奖悖r(shí)與我聯(lián)系，我會(huì)為您介紹我自己及使您了解熟悉你的客房設(shè)備和我們的服務(wù)。您在按下床頭 上的“專職管家”鍵后，我會(huì)立即到您的房間里來。 您的專職管家 （你的名字） 專職管家需以問候類別房?jī)?nèi)問候來更新賓客文檔，以備日后參考。 Standard: Guests with arrival time and airport pick up shall be greeted

24、 and received by Butler at the hotel entrance upon arrival. 標(biāo)準(zhǔn)： 專職管家需在客人到達(dá)時(shí)，于酒店大堂入口處問候并接待有到達(dá)和接機(jī)時(shí)間的客人。 Procedures: Rooms for guests with arrival time and airport pick up will be pre-assigned by Front Service Room Controller in the morning whenever possible. Butler shall inspect assigned guest room an

25、d ensure everything in the room is ready for occupying prior to guests arrival. Command Center will notify Butler what time the arrival guest leaves the airport, and what the vehicle number is for the car. Butler shall come down the hotel entrance to standby for greeting at least 10 Mins before esti

26、mated arrival time of guest, with this guests welcome folder. When guest walk into hotel entrance, Butler shall approach to him and greet him with warm smile: a. “Good Morning/afternoon/evening, Mr Jones, Welcome to St. Regis Shanghai. I am your Butler Steven. Please let me show you the way to your

27、room.” (if guest is 1st visitor) b. or “Good Morning/afternoon/evening, Mr Jones, Welcome back! I am your Butler Steven. Please let me show you the way to your room.” (if guest is return one) After greeting, Butler shall show guest the way to his/her room for in-room registration & guest room introd

28、uction. (Refer to S&P RM-BU-A020 & A021) After completing the greeting, Butler shall update guest profile with greeting type Lobby Greeting for future reference. 程序： 1. 有到達(dá)和接機(jī)時(shí)間客人的房間將由前臺(tái)客房控制員在早晨事先排定。 2. 專職管家需 事先檢查所排定的客房，確保在客人到達(dá)前客房已為客人入住準(zhǔn)備就緒。 3. 控制中心會(huì)告之專職管家將抵達(dá)的客人出機(jī)場(chǎng)的時(shí)間和接機(jī)車號(hào)。 4. 專職管家需至少在客人預(yù)估到達(dá)前10分鐘，拿好

29、該客人的入住登記本，在酒店大堂入口處等待迎候客人。 5. 當(dāng)客人走進(jìn)酒店入口時(shí)，專職管家需接近并以熱情的微笑問候客人： “早上/下午/晚上好 Jones先生,歡迎來上海瑞吉紅塔大酒店。我是您的專職管家STEVEN。請(qǐng)讓我?guī)ツ姆块g?！保ㄈ绻腿耸堑谝淮蝸恚?或者“早上/下午/晚上好 Jones先生,歡迎回來！我是您的專職管家STEVEN。請(qǐng)讓我?guī)ツ姆块g”（如果客人是回頭客） 6. 問候之后，專職管家需帶領(lǐng)客人進(jìn)入他/她的房間，進(jìn)行房?jī)?nèi)入住登記和客房介紹。（參照S&P RM-BU-A020 & A021）。 7. 在完成問候之后，專職管家需以問候類別大堂問候來更新賓客文檔，以備日后參考

30、。 Standard: One piece of white board is located in every butlers pantry room, which is served as place of recording guest information of particular floors. Butler is responsible for updating guest information on the white board on a shift basis. 標(biāo)準(zhǔn)： 每個(gè)專職管家工作間都有一塊用來記錄特定相應(yīng)樓層客人信息的白板。專職管家有責(zé)任在每個(gè)班次內(nèi)更新白板上的

31、客人信息。 Procedures: 1. The information whiteboard contains the following information regarding to in-house/arrival guest on particular floors: a. Guest name b. Room number c. Room status d. Fruit e. Flower f. Personal bar g. Complimentary pressing h. Service follow up 2. One white board shall be assig

32、ned for recording guest information of two floors. 3. Butler shall update white board at the beginning and closing of his/her daily duty. 程序： 信息欄白板據(jù)特定相應(yīng)樓層的住客/到客情況包括以下信息： 客人姓名 房間號(hào) 房態(tài) 水果 鮮花 個(gè)人迷你吧 免費(fèi)熨燙 需跟進(jìn)的服務(wù) 一塊信息欄白板用來記錄兩個(gè)樓層的客人信息。 專職管家需在每日工作開始和結(jié)束時(shí)更新信息欄白板。 Standard:All guest room must be cleaned accordi

33、ng to The St. Regis Shanghai standard. All guest room must be cleaned within regulated period of time so that they will be released for sale. All rooms must be inspected after cleaning. 標(biāo)準(zhǔn)： 應(yīng)按照賓館規(guī)定標(biāo)準(zhǔn)及時(shí)間清掃客房，以便客房出售。 Procedures: Ensure cleaning chemicals, equipments and guest supplies are ready. Enter

34、 the room. Open the curtains and window if weather permits. Collect the trash. Check room contents. Report missing or damaged items at once. Report any Lost & Found items to Housekeeping Order-taker if any. Make the bed. Clean the bathroom. Clean the shower. Clean the toilet. Clean the sink/vanity.

35、Remove fingerprints. Wash the floor. Dusting the room. Wipe clean electrical equipments. Replenish guest supplies. Check the windows. Vacuum carpet & upholstery. Make a final check before leaving the room. 程序： 1. 確保清潔濟(jì)、清掃設(shè)備與客房用品均已備妥。 2. 進(jìn)入房間。如氣候允許，打開窗簾與窗戶。 3. 收集垃圾。 4. 檢查房間。立即向客房部報(bào)告缺損用品以及客人遺留物品。 5. 做

36、床。 6. 清理衛(wèi)生間。 7. 清理沐浴設(shè)備。 8. 清理座便器。 9. 清理洗臉盆。 10. 擦去遺留的指印。 11. 清洗衛(wèi)生間地板。 12. 擦灰。 13. 清理電器設(shè)備。 14. 補(bǔ)充客房用品。 15. 檢查窗戶。 16. 吸塵。 17. 最后檢查并離開。 Standard:All guests should be served and treated in a courteous manner at all times, as they are the most important persons in the hotel. All associates should strive

37、to fulfill guest needs whenever possible, in order to make their stay a most enjoyable one. SGSS should be the guideline for all interactions with guests.標(biāo)準(zhǔn)： 在任何情況下，前廳部員工都應(yīng)禮貌地接待每位客人，因?yàn)榭腿耸秋埖曜钪匾娜?。所有員工都應(yīng)盡力滿足客人需要以使客人在本飯店居住愉快。在對(duì)客服務(wù)時(shí)，應(yīng)將喜來登對(duì)客服務(wù)滿意標(biāo)準(zhǔn)作為工作的準(zhǔn)則。Procedures:1. The guest is the most important pers

38、on in the hotel.2. The guest is not dependent on us -We are dependent on the guests.3. The guest is not an interruption of our work, he/she is the purpose of it. 4. The guest does us a favor when he/she stays in our hotel, we are not doing him a favor by serving him.5. The guest is one who brings hi

39、s/her needs, it is our job to exceed his/her expectations.6. The guest is deserving of the most courteous and attention treatment we can give.程序： 1. 客人是整個(gè)服務(wù)過程中最重要的人。2. 客人并不依靠我們我們依靠客人。3. 客人并不會(huì)打擾我們的工作，客人是我們工作的意義所在。4. 客人在本飯店居住是給我們一個(gè)展現(xiàn)優(yōu)質(zhì)服務(wù)的機(jī)會(huì)。5. 客人在本飯店的需求我們將盡力滿足并努力提供物超所值的服務(wù)。6. 客人期待飯店能提供最熱心、周到的服務(wù)。Standar

40、d: We will be collecting Guests Needs and Preferences at every opportunity by observations, listening to the Guests, analyzing and accurately recording pertinent information into our Guest History. We are obtaining this in order to provide the services and needs of our Guests before they need to ask

41、.標(biāo)準(zhǔn)： 我們會(huì)利用任何機(jī)會(huì)(如觀察、傾聽客人的陳述，分析并準(zhǔn)確記錄恰當(dāng)?shù)男畔⒌姆绞?來收集客人的需求與嗜好并記錄在客人資料庫中，以便在客人開口之前為客人提供服務(wù)。 Procedures:All Butlers will listen carefully in detail and record all Guest Request and questions.Shift leader/Butlers of each shift will consolidate all Needs and Preferences into the OPERA system, guest profile in a

42、n organized manner. The guest preference shall go into the following categories:o Arrival needso Daily actionso Preference o Problemso Solutionso GiftsThe following are some examples of needs and preferences of Guests:Likes BananasLikes Pepsi, do not like Coco ColaSleeps on the Right Side of the Bed

43、Likes CappuccinoPrefers USA Today newspaperEnjoys Baileys on the Rocks after dinner.Requires extra BlanketEnjoys Chinese OperaOther than listening, all Butlers are required to observe Guest needs and preferences by inspecting Guest Room. Again, record on Log Book.Collection of Guest Needs and Prefer

44、ences will be the responsibility of all Associates. For example, Room Attendants should advise Butlers on certain observations or request received from the Guests. Butler will then record in logbook whilst gaining knowledge of those guests.Listen and write down ALL Guest request and questions, in or

45、der to proper obtain all Preferences.程序： 所有的專職管家將仔細(xì)傾聽和記錄所有客人的要求和問題的細(xì)節(jié)。 每一個(gè)班次的領(lǐng)班/專職管家應(yīng)該把所有客人的喜好以一種有組織的方式整合并記錄在OPERA系統(tǒng)里，客人的喜好應(yīng)該包括以下內(nèi)容： 抵達(dá)需求 每日所需 喜好 產(chǎn)生的問題 解決結(jié)果 禮物 以下是客人需求與喜好的一些例子： a. 喜歡香蕉 b. 喜歡百事可樂，不喜歡可口可樂 c. 喜歡睡在床的右邊 d. 喜歡喝卡布其諾 e. 愛看報(bào)紙今日美國(guó) f. 喜歡在餐后喝 Bailey酒 g. 要求加毛毯 h. 喜歡中國(guó)戲劇 4. 除了傾聽，所有的專職管家要求做到通過檢查客房

46、來收集客人的喜好。然后，再次記錄在交班本上。 5. 收集客人的需求與喜好是所有員工的責(zé)任。例如，客房服務(wù)員應(yīng)該在觀察或接到客人的要求后告知專職管家客人的喜好。然后，專職管家將把得到的那些客人的喜好記錄在交班本上 。 6. 為了更好地收集所有客人的喜好，必須傾聽并記錄下所有客人的喜好和問題。 Standard: Butler shall make courtesy call to guests the night before their departure in order to check guest comments and offer various services concernin

47、g departure arrangement. 標(biāo)準(zhǔn)： 專職管家應(yīng)在客人離店前晚致問候 ，以了解客人的意見并為其離店提供各種服務(wù)。Procedures:Butler of afternoon shift shall check system guest information to identify the next days departure guests within his working station. Butler of afternoon shift shall make courtesy call any time before 9 pm in order to obtai

48、n guest comments and offer departure services, such wakeup call, car arrangement. Upon making the courtesy call, the standard phrase can be:“Mr Jones, this is your Butler John. Our record shows that you will be leaving tomorrow. I am calling you now just wish to take this opportunity to say it is gr

49、eat pleasure to have you with us and thank you for having chosen our hotel. I also wish to know if I can be of assistance of your departure arrangement, such wakeup call, packing service, in room check out and car arrangement.”Most important of all, Butler shall always try to make face-to-face court

50、esy call whenever possible to ensure our sincere appreciation being passed through. 5. Butler shall ensure whatever guest requests to be followed up various departments accordingly. 6. Butler shall make record on Guest Courtesy Call Log form so that Butler of the next days morning shift will be able

51、 to follow up with required butler services and farewell guest upon their leaving. 程序： 專職管家應(yīng)從系統(tǒng)中核查客人的信息以確定在自己工作樓區(qū)明天預(yù)計(jì)離店的客人。中班的專職管家應(yīng)在晚上9點(diǎn)前晚致問候 ，以了解客人的意見并為其離店提供服務(wù)，例如早晨叫醒服務(wù)及安排車輛接送。在致以問候 時(shí)，標(biāo)準(zhǔn)用語如下：“Jones先生，我是您的專職管家John。我們的記錄顯示您明天將要離店。我現(xiàn)在打 給您只是借此機(jī)會(huì)向您選擇并入住我們飯店表示萬分感謝。我同時(shí)也希望知道我能為您明天的離店安排提供社么幫助，例如叫早，整理行李，客房?jī)?nèi)離

52、店手續(xù)的辦理和車輛的安排?！弊钪匾氖菍Ｂ毠芗覒?yīng)盡量與客人進(jìn)行面對(duì)面的問候，無論何時(shí)都應(yīng)確保表達(dá)我們真誠的感謝。專職管家應(yīng)確?？腿颂岢龅囊蠖紝⒂上鄳?yīng)的不同部門跟進(jìn)。專職管家應(yīng)將問候 記錄在賓客問候 記錄表上，以便于第二天的早班專職管家能夠在客人離店時(shí)跟進(jìn)客人所要求的服務(wù)及送別。Standard:Butlers will accept and deliver all Laundry & Dry Cleaning Request in a Professional and courteous manner.標(biāo)準(zhǔn)： 專職管家要以專業(yè)周到的態(tài)度接受和送返所有送洗或干洗的要求。Procedures:1

53、、 The Laundry Attendant who delivers all Laundry/Dry Cleaning items back to the Guests will contact the Floor Butler and pass on all the completed items.2、 The Floor Butler will inspect all items and point out any concerns immediately and rectify them with the Laundry Shift leader or Manager.3、 The

54、Butler will then one by one deliver the laundered items to the Guest Room.4、 If the guest is present in the room the Butler will politely use the following example in talking to the guests:A “Sorry to disturb you Mr. Jones, we have your laundry/Dry Cleaning.”B “May I place them in the closet for you

55、?”5、 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!6、 If the guests in not present in the room, enter room following the standard for entering an unoccupied r

56、oom.7、 Place the hankered items in the closet, and the basket items on the end Sofa, unless guest History or preferences state otherwise.8、 Whenever possible if you meet the guests later inquire if all Laundry/Dry Cleaning items were to their satisfaction.9、 Record all requests in the guest Preferen

57、ce log sheet, which will be recorded in Guest History.程序： 1、 所有需要把已清潔或干洗的衣物送回給客人的洗衣房的員工，需要與樓面專職管家聯(lián)系并把洗完的衣物交給他。2、 樓面專職管家要檢查所有衣物并立刻指出任何存在的問題，并向洗衣房領(lǐng)班或經(jīng)理報(bào)告。3、 專職管家要一樣樣的把洗好的衣物送返客房。4、 如果客人在客房里，專職管家要用下面例子中的用語有禮貌的與客人交談：A、*先生，抱歉打擾您，我們已經(jīng)把您的衣物洗/干洗好了。B、我可以為您把他們放入櫥中嗎？5、 如果客人要求你幫他們把衣物放入櫥中或抽屜中，你要為他們放好，要小心處理客人衣物或其他

58、私人物品。參照打開行李的做法。6、 如果客人不在房中，進(jìn)房程序參照進(jìn)入無人房間的標(biāo)準(zhǔn)。7、 把懸掛的衣物放入櫥中，把籃子里的衣物放在沙發(fā)邊上除非客人的資料庫或喜好表明有另外不同的擺放。8、 無論何時(shí)可能的情況下，在稍后遇見客人的時(shí)候詢問客人對(duì)洗衣/干洗是否滿意。9、 在交班單上記錄所有需要記錄在客人資料庫里的要求。Standard: We will be collecting Guests Needs and Preferences at every opportunity by observations, listening to the Guests, analyzing and accu

59、rately recording pertinent information into our Guest History, We are obtaining this in order to provide the services and needs of our Guests before they need to ask.標(biāo)準(zhǔn)： 我們會(huì)利用任何機(jī)會(huì)（如觀察、傾聽客人的陳述，分析并準(zhǔn)確記錄恰當(dāng)?shù)男畔⒌姆绞剑﹣硎占腿说男枨笈c嗜好并記錄在客人資料庫中，以便在客人開口之前為客人提供服務(wù)。 Procedures:1. All Butlers will listen carefully in d

60、etail and record all Guest Request and questions.2. Record all needs and preferences of each Guest into the Guest History log book on a daily basis.3. Shift leader/Butlers on overnight shift will consolidate all Needs and Preferences into the Fidelio system in an organized manner.4. The following ar