HotelMule Archive

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How to Handle Maintenance Problems--butler Training Guide

Standard: Butlers will have basic knowledge on how to answer questions about Maintenance problems in the Guest room, and able to complete some basic steps in resolving them.

Procedures:

Butlers will be trained by Engineering Associates to have basic knowledge of key areas in Guest Room in order to answer and resolve some simple problems.

Such problems of the following will be handle initially by the Butlers:

Safe Deposit Box not working

Air Conditioning/Heater Controls and Atmosphere

Lighting Controls

Television

How to Handle IT or Technical Questions--butler Training Guide

Standard: All Butlers will answer basic questions that are Technical Nature from all Guest and/or ensure they follow up with an associate to complete the Problem.

Procedures:

All Butlers will be trained by IT Manager to be knowledgeable in basic Technical Questions in order to answer Guest Questions and/or request.

Here are some of the questions that a Butler should be able to answer or understand what the Guests is saying once trained:

How do I connect my laptop for Internet connection?

How to I connect on the Internet?

How to Handle a Room Change Request--butler Training Guide

Standard: Butlers will handle all Room Change request courteously and professionally by provide accurate information in order to make a proper decision in determining if a room change is necessary. Room Change should obtain a purpose in order to satisfy the Guests requirements.

Procedures:

Room Change shall be done if necessary at the arrival point, where a Butler has determine a need to better satisfy the Guest preferences.

Courtesy call to the next day’s departure guests--butler Training Guide

Standard:

Butler shall make courtesy call to guests the night before their departure in order to check guest comments and offer various services concerning departure arrangement.

Procedures:

  1. Butler of afternoon shift shall check system guest information to identify the next day’s departure guests within his working station.

  2. Butler of afternoon shift shall make courtesy call any time before 9 pm in order to obtain guest comments and offer departure services, such wakeup call, car arrangement.