贴身管家服务流程Butler005
HILTON CHONGQING
STANDARD OPERATION PROCEDURE
DEPARTMENT:HOUSEKEEPING JOB TITLE: Butler
TASK NO: Butler 005 TASK: Checking The Logbook
EQUIPMENT REQUIRED:
WHAT TO DO HOW TO DO WHY
1. Read the logbook Go through the notes written To be informed of all
on the previous shift. All relevant information that
actionable items completed by affect your shift and to
the previous shift should be ensure all customer requests
initialed as completed, are acted.
otherwise they are still
outstanding and must be
acted.
2. If you are not clear ask for Talk to the relevant person To make sure you understand further information from the previous shift and correctly.
ask them to explain and
point.
3. The outgoing and incoming
staff must sign the logbook.
4. Action the logbook Handle any points still to be To make sure that they are
done and initial when completed during the shift.
completed, for example:
a. check with housekeeping
if the flowers have been
set up to room 925.
b. Check with concierge if
the luggage from room
1007 has been moved to
room 907.
PREPARED BY: Kevin Lees APPROVED BY: Peter Forsyth
DESIGNATION SIGNATURE/DATE DESIGNATION SIGNATURE/DATE
Executive General Manager
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Housekeeper
重庆希尔顿
标准
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操作程序
部门:客房部 职位:行政楼层服务员
任务号:行政楼层005 任务:检查工作记录本
装备要求:
做什么 怎么做 为什么
1. 认真阅读工作记录本 认真阅读上一个班次留下确保获得所有相关信息，
的记录，已经处理过的问以便满足所有客人的要
题
快递公司问题件快递公司问题件货款处理关于圆的周长面积重点题型关于解方程组的题及答案关于南海问题
要作上标记，否则就是求。
有待处理的问题。
2. 如果不清楚的话，请进正确理解相关信息 如有不清楚的地方请与上
一步询问，以获得所需 一个班次的相关人员交谈
的信息
3. 进出的员工需在工作记
录本上签字
确保所有事情在当班时完4. 工作记录本的使用 处理有待解决的问题，并
成 在完成后作上标记。例
如:
a. 与客房部核对925房
中是否已经摆设了鲜
花。
b. 与礼宾部核对客人的
行李是否已经从1007
房转到了907房。
准备者:凯文.李兹 批准人:彼得.福赛斯
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指示 签名/日期 指示 签名/日期
客房部行政管家 总经理
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