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Sp-Rm-Bu-A043-Handling Request For Fitness Center-Srs

The document outlines standards and procedures for butlers at the St. Regis Shanghai hotel to handle requests relating to the fitness center. Butlers must accept all fitness center requests professionally and courteously without transferring responsibility. If assistance is needed from fitness center staff, butlers should politely request help while ensuring the guest's request is fulfilled within 10 minutes. All requests must be accurately recorded and any questions competently answered regarding the fitness center's services and facilities. Good communication is essential to meeting guest expectations.

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32 views3 pages

Sp-Rm-Bu-A043-Handling Request For Fitness Center-Srs

The document outlines standards and procedures for butlers at the St. Regis Shanghai hotel to handle requests relating to the fitness center. Butlers must accept all fitness center requests professionally and courteously without transferring responsibility. If assistance is needed from fitness center staff, butlers should politely request help while ensuring the guest's request is fulfilled within 10 minutes. All requests must be accurately recorded and any questions competently answered regarding the fitness center's services and facilities. Good communication is essential to meeting guest expectations.

Uploaded by

tga
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOC, PDF, TXT or read online on Scribd
You are on page 1/ 3

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: Handling Req for Fitness Code: RM-BU-A043 任务：处理需健身中心服务的 序号： RM-BU-A043
Center 要求

Standard: Butlers will accept all requests with regard to Fitness Center Facilities 标准：
and Services offered in a professional and courteous manner. They will not transfer 专职管家将以专业周到的态度接受所有有关需要健身中心的设施和服务方面
responsibility to Fitness Center associate but will request assistance politely from them 的要求。他们不用把责任转给健身中心的员工，但为了亲自提供服务以满足
in order to personally deliver and fulfill Guest request.
客人的要求，会需要健身中心员工的协助。

Procedures: 程序：
1. Upon receiving a request that requires Fitness Center Facilities or Services,
1. 当收到有关健身中心方面的服务要求和询问时，承担相关责任，记
accept the responsibility of the request, record all required information and
acknowledge to Guest that it will be done. 录下所有所需信息，并向客人确认要求能被满足。

2. All Requests must be completed and information confirmed back to the 2. 所有要求的完成和确认信息的反馈都需在 10 分钟内完成。
Guests within 10 minutes.

3. If the request requires assistance from your associate in the Fitness Center, 3. 如果是需要健身中心员工的协助才能完成的要求，回到工作间打电
call a FC associate from the Pantry room and inform them of the request. 话给他们并告知要求。然后再次提醒自己，客人所需的服务必须在
However, again keep in mind the request must be delivered to Guest within 10 分钟内送到或根据要求尽快完成。
10 minutes.
4. 在日常客人需求和喜好记录单上详细记录所有的要求，如准确的时
4. Record all request in the daily Guest Needs and Preferences log sheet with 间、要求的类型、送抵时间等。
accurate time, type of request, time of delivery, etc.
5. 专职管家必须具有健身中心所提供的器材设施方面的知识，例如开
5. Butlers must be knowledgeable with all Facilities in the Fitness Center, such
as Operating Hours, Equipment and facilities available, Services and prices 放时间、可用设施和器材、服务和价格等。

Printed Date:1/18/2001 PAGE: 1/3


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: Handling Req for Fitness Code: RM-BU-A043 任务：处理需健身中心服务的 序号： RM-BU-A043
Center 要求

etc.

6. Here is a list of possible questions or inquiries that may be requested from the 6. 下面是一些客人可能提的问题和询问：
Guests: a. 健身中心开放时间
a. Operating Hours of the Fitness Center b. 提供的设施，例如桑那、更衣室、游泳池、斯诺克、高尔
b. Facilities available such as Sauna, Lockers, Swimming Pool,
夫模拟训练器等
Snooker, Gold Simulation etc.
c. Spa and Massage Services and Cost (Even though not operated by c. 温泉场、按摩服务和费用(即使瑞吉上海大酒店不提供该服
the St. Regis Shanghai) 务)
d. Other request and inquiries that may come about concerning the d. 可能出现其他有关于健身中心服务的要求和询问，同样取
Fitness Center, take required information for purpose of arranging or 得为了安排和满足客人要求所需的信息
fulfilling the request.

7. Good communication and accurate transfer of request is essential to fulfill the 7. 对于满足客人的期望而言，良好的交流及准确的传达要求是十分重
request and meet the Guest Expectations. 要的。

Printed Date:1/18/2001 PAGE: 2/3


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: Handling Req for Fitness Code: RM-BU-A043 任务：处理需健身中心服务的 序号： RM-BU-A043
Center 要求

Printed Date:1/18/2001 PAGE: 3/3

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