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: Handling Guest Comments Code: RM-BU-A013 任务：处理客人投诉 序号： RM-BU-A013

Standard: 标准：
Butlers will be involved with guest complaints for which they must take complete
ownership. All guests shall be served and treated in a courteous manner at all times, 专职管家全权负责宾客投诉。由于客人是宾馆里的首要人物，因此， 任何
as they are the most important persons in the hotel. All associates shall strive to fulfill 时候，你们都必须待之以礼，尽可能满足其需求，令他们备觉享受。
guest needs whenever possible, in order to make their stay a most enjoyable one.

Procedures: 程序：

1. Speak with guest face to face. Avoid the telephone in order to be more 1. 直接面对客人。避免电话联系，使服务更亲切，更为个性化。
personal and shows genuine concern on the part of the butler.
2. 保持冷静，永不争执。详细询问，全面了解整件事情的经过。
2. Remain calm. Never argue. Ask question so that butler have a complete
picture of the situation. 3. 对客人表示同情，进行安抚。

3. Sympathize with the guest. 4. 指出问题所具有的正面性。

4. Introduce something positive about situation.
5. 向客人保证你将亲自处理该事件，并尽快告知其解决方法或初步做
5. Assure the guest that you will handle this matter personally and you will get 法。
back to him/her as soon as you have the solution, or the first step to the
solution. 6. 如果不能独力解决问题，请向其他员工求助。

6. Obtain assistance if you are unable to solve the problem. 7. 及时与问题相关人员进行有效沟通，以避免犯同样的错误。

7. Communicate in a constructive manner with all the associates involved in 8. 送达言简意赅的道歉函，向客人真诚致歉，圆满解决问题。

what happened, so that it will not repeat.
9. 如因服务质量低下或损坏客人财物，须向客人作出赔偿的，应立即
8. Close situation in positive way by writing a simple and sincere note of

Printed Date: 9/21/2000 PAGE: 1/2

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: Handling Guest Comments Code: RM-BU-A013 任务：处理客人投诉 序号： RM-BU-A013

apology. 向房务总监或值班经理汇报。在此之前，专职管家无权承诺任何现
金赔偿。
9. If it is necessary to compensate the guest for lack of services, or for damage
of guest personal property, contact Director of Room or Manager On Duty to
obtain advise. Never offer financial compensation before checking with one
the above.

Printed Date: 9/21/2000 PAGE: 2/2