贴身管家服务流程Butler012

贴身管家服务流程Butler012贴身管家服务流程Butler012 HILTON CHONGQING STANDARD OPERATION PROCEDURE DEPARTMENT: Housekeeping JOB TITLE: Butler TASK NO: Butler 012 TASK: Baby sitter service EQUIPMENT REQUIRED: Baby sitting logbook / Telephone logbook / Pen / Baby sitting service WHAT TO DO...

贴身管家服务流程Butler012 HILTON CHONGQING STANDARD OPERATION PROCEDURE DEPARTMENT: Housekeeping JOB TITLE: Butler TASK NO: Butler 012 TASK: Baby sitter service EQUIPMENT REQUIRED: Baby sitting logbook / Telephone logbook / Pen / Baby sitting service WHAT TO DO HOW TO DO WHY 1. Record guest’s request for -Receive guest request from baby sitter service. guest service center. -Record the time for service, the name and room No. of guests in the baby sitter logbook. -Clearly and politely inform the -Meet guest’s need and show guests of service charge our sincerity and warm-heart standard and inquire about the when talking with guests. childs such as age, etc. -Take note not to take care of children below one-year old. If guest insists, never say no, explain to them in such way that they will understand for their own security. 2.Confirm baby sitter -Select baby sitter according to -We must take action according guest’s request and inform baby to guest’s request and wish as to sitter of detailed work for show respect to them and make service. good relationship. -Take note that guests want us to help them and never say “no” to the guests. 3.Call back guest service -Clearly inform them the baby -To reassure guests that center. sitter’s name, age and arrival everything is well arranged and time. also for safety reason. 4.Fill out the form for baby - -A proper record should be kept sitter service. Be sure to keep correct record for such service.. according to the item in the form. Record information as required and arrange arrival time for baby sitter in advance. -After completing baby sitting service, ask guests to sign on the baby sitter service form and leave one copy in the Housekeeping Office. 5.Follow up -To showing the guest our -Follow up with the baby sitter efficient service. to ensure she report to the guest on time. PREPARED BY: Kevin Lees APPROVED BY Peter Forsyth DESIGNATION SIGNATURE/DAT DESIGNATION SIGNATURE/DATE Page 1 of 4 Executive Housekeeper General Manager 重庆希尔顿标准操作程序部门,客房部职位,行政楼层服务员任务号,行政楼层012 任务,保姆服务装备要求,保姆记录本/电话记录本/笔/保姆服务做什么怎么做为什么 1.做好客人要求保姆服务--从宾客服务中心收取客的记录人的要求 --在保姆服务记录本上记下服务的时间,客人的名字、房号 --清楚礼貌地通知客人服--满足客人的需要,与客务的收费标准并询问客人人谈话时表现出我们的诚孩子的情况,如年龄等挚与热心 --记住不能接受1岁以下的孩子的保姆服务,若客人坚持,就不能拒绝,耐心向客人解释,这样,客人出于自身安全的考虑, 就会理解酒店的做法 2.确认保姆 --按照客人的要求选择保--必须按照客人的要求来姆,并告知其工作的细节采取措施以示我们对客人 --记下客人希望我们帮助的尊敬并借此建立良好的他们,决不对客人说关系 “不” 3.打电话回宾客服务中心 --清楚地告知他们保姆的--出于安全因素和为客人名字、年龄和到达时间重新确认的原因,向客人 Page 2 of 4 表示所有事情都已经安排好了准备者,凯文.李兹批准人,彼得.福赛斯指示签名/日期指示签名/日期客房部行政管家总经理重庆希尔顿标准操作程序部门,客房部职位,行政楼层服务员任务号,行政楼层012 任务,保姆服务装备要求,保姆记录本/电话记录本/笔/保姆服务做什么怎么做为什么 4.为保姆服务填写表格 --确保记录的正确性,记--这样的服务应留有一份录的时间和保姆的到达时正确的记录间应该提前 --保姆服务完成后,请客人在保姆服务表上签字并留一份复印件给客房部办公室 5.追踪调查 --对保姆进行追踪调查以--向客人展示我们高效的确保其按时到客人处报到服务 Page 3 of 4 准备者,凯文.李兹批准人,彼得.福赛斯指示签名/日期指示签名/日期客房部行政管家总经理 Page 4 of 4

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