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1、The St. Regis Shanghai Position: Butlers Standard & Procedure 上海瑞吉红塔大酒店职位：专职管家 标准与程序 Department: Housekeeping HM Approval: Paul Nash Task: Greeting A Guest Dept. Head: Jevons Yang Date: Dec 1, 01 Code: RM-BU-A001 部门：客房部酒店经理批准：黎瑞邦任务：与客人打招呼部门经理：仰平 日期：2001年 12月 1日序号：RM-BU-A001Standard: Butlers will Gre
2、et All Guests and Associates at all times. Whether it is inGuest Room, Guest Corridors, Lobby, BOTH and other areas, Butlers will offer a smile and appropriate greeting to ALL. Procedures:1.Butlers will greet all Guest with the following phrase: A.“Good Morning/Afternoon/Evening Mr. Jones,” B.“How a
3、re you today?”2.Butler will answer all calls with phrase:“Good morning/afternoon/evening, Butler John at your service”3.Butlers will courteously step aside for the Guest to always go first whether in Elevator or walkway.4.Butlers will show proper body language and Facial Expressions that reflect the
4、 warm friendly attitude of the St. Regis Shanghai.5.Butlers will greet and smile all Associates of The St. Regis Shanghai, which will support the culture of Fun, cooperation and teamwork. A.“Thank you Michael for your assistance this morning. Mr. Jones wasvery pleased with our service”B.“Good Aftern
5、oon, Carol. How is it going in the Saints?” 6.A smile is part of the Greeting Function for all Guest and Associates7.All greetings shall be natural feeling and expressed through the Heart. Printed Date:1/18/2001标准：所有时候专职管家都要向所有的客人和员工打招呼。无论是在客房、走廊、大堂、或所有其他地方，专职管家都要向所有的人微笑并打招呼。程序：1.专职管家要用下列句子向所有的客人打招呼
6、：A.“早上/下午/晚上好 Jones 先生”B.“您今天过得如何？”2.专职管家要有礼貌的站在一边，因为无论是在电梯里还是在走道里都要让客人先行。3.专职管家要用正确的肢体语言和面部表情来显示出瑞吉上海大酒店热情友好的态度。4.专职管家要向所有瑞吉上海大酒店的员工微笑打招呼，借此保持愉快团队合作的传统。A.“Michael 谢谢你今晚的帮助。Jones 先生对我们的服务很满意。”B.“下午好 Carol，在 Saint 过得怎么样？”5.微笑是向所有客人和员工打招呼的一部分。6.所有打招呼都是出自内心最真实自然的表达。PAGE: 1/2 The St. Regis Shanghai Posi
7、tion: Butlers Standard & Procedure 上海瑞吉红塔大酒店职位：专职管家 标准与程序 Department: Housekeeping HM Approval: Paul Nash Task: Greeting A Guest Printed Date:1/18/2001Dept. Head: Jevons Yang Date: Dec 1, 01 Code: RM-BU-A001 部门：客房部酒店经理批准：黎瑞邦任务：与客人打招呼部门经理：仰平 日期：2001年 12月 1日序号：RM-BU-A001PAGE: 2/2 The St. Regis Shangha
8、i Position: Butlers Standard & Procedure 上海瑞吉红塔大酒店职位：专职管家 标准与程序 Department: Housekeeping HM Approval: Paul Nash Task: Personal grooming andHygieneStandard:Dept. Head: Jevons Yang Date: Dec 1, 01 Code: RM-BU-A002 部门：客房部酒店经理批准：黎瑞邦任务：个人仪表 标准：部门经理：仰平 日期：2001年 12月 1日序号：RM-BU-A002All Butler associates wil
9、l present a clean, tidy and professional image at all times.Procedures: Males: 1.Hair shall be regularly, neatly groomed, off the collar, and maintained in natural color. Side burns may not exceed 5 cm.2.Nails must be kept clean, short and well trimmed. 3.All male associates shall be clean at all ti
10、mes whilst on duty.4.Moustaches are not permitted in front of house areas.5.Beards are not permitted. 6.After-shaves or other fragrances may be used in moderation. 7.Showers must be taken before start of shift.8.Uniform and Badge is part of your grooming. HSKP cleans the uniform, however, It is YOUR
11、 responsibility to ensure your uniform is clean and pressed properly. Female:1.Clear or flesh colored nail polish is acceptable2.Hair must be washed, dried, neatly combed and arranged in attractive and easy to maintain style. Hair color should appear natural.3.Perfume or other fragrances may not be
12、used in moderation.4.Showers must be taken prior to start of shift.5.Conservative use of make-up for natural look is preferred.6.One pair of earrings, they should not be large or gregarious and under 1 cm. in size. 7.One ring is acceptable, if wedding or engagement ring. 8.Shoes must be closed in co
13、urt shoe style, stockings, are to be worn at all times. Printed Date: 9/21/2000 前厅部所有员工必须具有整洁、专业的仪容仪表。程序：男性：1.头发清洁，梳理整齐，发色自然，头发长度不超过衬衫衣领，鬓角不超过 5 公分。2.指甲修剪整齐，保持清洁。3.身体无异味。4.不可蓄留络腮胡。5.不可蓄留胡须。6.须后水或其它清淡的香水可以使用。7.每天开始当班前需淋浴。女性：1.指甲修剪整齐，可使用无色、透明指甲油。2.发色自然，头发清洁，按饭店标准整齐地梳理。3.不可使用浓郁的香水。4.每天开始当班前需淋浴。5.上班前应适当
14、修饰，自然化妆。6.可以佩戴耳环，长度不能超过 1 厘米。7.可以佩戴一枚结婚戒指或订婚戒指。8.穿着饭店规定的长统丝袜和工作鞋。PAGE: 1/2 The St. Regis Shanghai Position: Butlers Standard & Procedure 上海瑞吉红塔大酒店职位：专职管家 标准与程序 Department: Housekeeping HM Approval: Paul Nash Task: Personal grooming andHygieneDept. Head: Jevons Yang Date: Dec 1, 01 Code: RM-BU-A002 部门：客房部酒店经理批准：黎瑞邦任务：个人仪表
