HotelMule Archive

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Cleaning of Guest Room--butler Training Guide

Standard:

All guest room must be cleaned according 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.

Procedures:

Ensure cleaning chemicals, equipments and guest supplies are ready.

Enter the room.  Open the curtains and window if weather permits.

Collect the trash.

Handling Request for Housekeeping--butler Training Guide

Standard: Butlers will accept all requests with regard to Housekeeping Items in a professional and courteous manner. They will not transfer responsibility to Housekeeping associate but will request assistance politely from them in order to personally deliver and fulfill Guest request.

Procedures:

Upon receiving a request that requires Housekeeping items or services, accept the responsibility of the request, record all required information and acknowledge to Guest that it will be done. All Requests must be completed with Hotel Standard of within 3 minutes.

Handling Request for Business Center--butler Training Guide

Standard: Butlers will accept all requests with regard to Business Center Facilities & Services in a professional and courteous manner. They will not transfer responsibility to Business Center associate but will request assistance politely from them in order to personally deliver and fulfill Guest request.

Procedures:

Upon receiving a request that requires Business Center Facilities or Services, accept the responsibility of the request, record all required information and acknowledge to Guest that it will be done.

Handling Request for Concierge Services--butler Training Guide

Standard: Butlers will accept all requests with regard to Concierge Services in a professional and courteous manner. They will not transfer responsibility to Concierge associate but will request assistance politely from them in order to personally deliver and fulfill Guest request.

Procedures:
Upon receiving a request that requires Concierge Services, accept the responsibility of the request, record all required information and acknowledge to Guest that it will be done.

How to collect Guests Needs & Preferences--butler Training Guide

Standard:
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.

Anticipation of Guests Needs--butler Training Guide

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 by knowledge of information in Guest History, we will provide personalized Guests service on a consistent basis.

Procedures:

All Butlers shall review all arriving guests needs and preferences located in Guest History.

By understanding and studying/updating each Guest needs and preferences Butlers will deliver the service before the Guests ask.

Handling Request for Reception--butler Training Guide

Standard: Butlers will accept all requests with regard to Reception Services & Inquiries in a professional and courteous manner. They will not transfer responsibility to Reception associate but will request assistance politely from them in order to personally deliver and fulfill Guest request.

Procedures:

Upon receiving a request that requires Receptionist Services or information, accept the responsibility of the request, record all required information and acknowledge to Guest that it will be done.

Handling Request for Fitness Center--butler Training Guide

Standard: Butlers will accept all requests with regard to Fitness Center Facilities and Services offered in a professional and courteous manner. They will not transfer responsibility to Fitness Center associate but will request assistance politely from them in order to personally deliver and fulfill Guest request.
Procedures:

Upon receiving a request that requires Fitness Center Facilities or Services, accept the responsibility of the request, record all required information and acknowledge to Guest that it will be done.

Occupied Room Inspection--butler Training Guide

Standard:

Butler shall inspect all occupied guest room on his/her assigned floors to ensure everything is in order and up to St Regis standard.

Procedures:

Butler shall inspect occupied guest room after RA completes daily cleaning.

During inspection, Butler shall pay attention to the following areas:

General cleanliness

Flower condition

Fruit condition

Guest preference collection

Butler is responsible for freshening the flower and fruit in the room.

Butler shall focus on collecting guest preference at all time.