九乡新闻网重生之我是济公顶点:Code of guest service服务规范
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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: Code of guest service
Code: RM-BU-A008
任务：服务规范
序号：RM-BU-A008
Standard:
All guests should be served and treated in a courteous manner at all times, as they are the most important persons in the hotel. All associates should strive to fulfill guest needs whenever possible, in order to make their stay a most enjoyable one. SGSS should be the guideline for all interactions with guests.
标准：
在任何情况下，前厅部员工都应礼貌地接待每位客人，因为客人是饭店最重要的人。所有员工都应尽力满足客人需要以使客人在本饭店居住愉快。在对客服务时，应将喜来登对客服务满意标准作为工作的准则。
Procedures:
1. The guest is the most important person in the hotel.
2. The guest is not dependent on us -We are dependent on the guests.
3. The guest is not an interruption of our work, he/she is the purpose of it.
4. The guest does us a favor when he/she stays in our hotel, we are not doing him a favor by serving him.
5. The guest is one who brings his/her needs, it is our job to exceed his/her expectations.
6. The guest is deserving of the most courteous and attention treatment we can give.
程序：
1. 客人是整个服务过程中最重要的人。
2. 客人并不依靠我们—我们依靠客人。
3. 客人并不会打扰我们的工作，客人是我们工作的意义所在。
4. 客人在本饭店居住是给我们一个展现优质服务的机会。
5. 客人在本饭店的需求我们将尽力满足并努力提供物超所值的服务。
6. 客人期待饭店能提供最热心、周到的服务。
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: Code of guest service
Code: RM-BU-A008
任务：服务规范
序号：RM-BU-A008
Standard:
All guests should be served and treated in a courteous manner at all times, as they are the most important persons in the hotel. All associates should strive to fulfill guest needs whenever possible, in order to make their stay a most enjoyable one. SGSS should be the guideline for all interactions with guests.
标准：
在任何情况下，前厅部员工都应礼貌地接待每位客人，因为客人是饭店最重要的人。所有员工都应尽力满足客人需要以使客人在本饭店居住愉快。在对客服务时，应将喜来登对客服务满意标准作为工作的准则。
Procedures:
1. The guest is the most important person in the hotel.
2. The guest is not dependent on us -We are dependent on the guests.
3. The guest is not an interruption of our work, he/she is the purpose of it.
4. The guest does us a favor when he/she stays in our hotel, we are not doing him a favor by serving him.
5. The guest is one who brings his/her needs, it is our job to exceed his/her expectations.
6. The guest is deserving of the most courteous and attention treatment we can give.
程序：
1. 客人是整个服务过程中最重要的人。
2. 客人并不依靠我们—我们依靠客人。
3. 客人并不会打扰我们的工作，客人是我们工作的意义所在。
4. 客人在本饭店居住是给我们一个展现优质服务的机会。
5. 客人在本饭店的需求我们将尽力满足并努力提供物超所值的服务。
6. 客人期待饭店能提供最热心、周到的服务。
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