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: Aug 4, 02 酒店经理批准：黎瑞邦 日期：2002 年 8 月 4 日
Task: Courtesy call to the next Code: SP-RM-BU-A066 任务：给明天预计离店的客人 序号： SP-RM-BU-A066
day’s departure guests 致问候电话

Standard: 标准：
Butler shall make courtesy call to guests the night before their departure in order to 专职管家应在客人离店前晚致问候电话，以了解客人的意见并为其离店提供
check guest comments and offer various services concerning departure arrangement. 各种服务。
Procedures: 程序：
1. Butler of afternoon shift shall check system guest information to identify the 1. 专职管家应从系统中核查客人的信息以确定在自己工作楼区明天预
next day’s departure guests within his working station. 计离店的客人。
2. Butler of afternoon shift shall make courtesy call any time before 9 pm in
2. 中班的专职管家应在晚上 9 点前晚致问候电话，以了解客人的意见
order to obtain guest comments and offer departure services, such wakeup
call, car arrangement. 并为其离店提供服务，例如早晨叫醒服务及安排车辆接送。

3. Upon making the courtesy call, the standard phrase can be: 3. 在致以问候电话时，标准用语如下：
“Mr Jones, this is your Butler John. Our record shows that you will be “Jones 先生，我是您的专职管家 John。我们的记录显示您明天将要
leaving tomorrow. I am calling you now just wish to take this opportunity to 离店。我现在打电话给您只是借此机会向您选择并入住我们饭店表
say it is great pleasure to have you with us and thank you for having chosen 示万分感谢。我同时也希望知道我能为您明天的离店安排提供社么
our hotel. I also wish to know if I can be of assistance of your departure 帮助，例如叫早，整理行李，客房内离店手续的办理和车辆的安排。
arrangement, such wakeup call, packing service, in room check out and car
”
arrangement.”

4. Most important of all, Butler shall always try to make face-to-face courtesy
call whenever possible to ensure our sincere appreciation being passed 4. 最重要的是专职管家应尽量与客人进行面对面的问候，无论何时都
through. 应确保表达我们真诚的感谢。

5. Butler shall ensure whatever guest requests to be followed up various 5. 专职管家应确保客人提出的要求都将由相应的不同部门跟进。

departments accordingly.
6. 专职管家应将问候电话记录在宾客问 候电话 记录表 上，以便于第
6. Butler shall make record on Guest Courtesy Call Log form so that Butler of 二天的早班专职管家能够在客人离店时跟进客人所要求的服务及送
the next day’s morning shift will be able to follow up with required butler

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: Aug 4, 02 酒店经理批准：黎瑞邦 日期：2002 年 8 月 4 日
Task: Courtesy call to the next Code: SP-RM-BU-A066 任务：给明天预计离店的客人 序号： SP-RM-BU-A066
day’s departure guests 致问候电话

services and farewell guest upon their leaving. 别。

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