Standard & Procedure

标准和程序

Task： Intoxicated Guest Date Updated:2013/10/10

REF 编号: FB-SOP-D&D-049
任务: 喝醉酒客人 更新日期：2013/10/10

Department: Food and Beverage Initiated by: Director – Food & Beverage Signature: Stephane Tremblay
部门： 餐饮部 拟稿：餐饮部总监 签名：

Section: Decanter&DrawingRoom Approved by: General Manager Signature: Richard Deutl

分组：闲逸廊品酒阁 批准：总经理 签名：

Standard 标准:
It is the standard of St. Regis Hotel & Resorts that all staffs are equipped with the knowledge to handle any impromptu
situation happen during operation hours.
Intoxicated is cause by drinking excessive amount of alcohol which results in mentally or emotionally exhilarated.
瑞吉酒店的标准是所有员工都要知道如何处理喝醉酒客人的情况

Procedure 程序：
(1) Always observe if there are any guest who drink too much, showing the sign of intoxicated
留意是否有客人喝酒太多，有兴奋的趋势

(2) Stay calm, inform the security staff and duty manager be on stand by
保持冷静，通知保安和餐厅经理到岗

(3) Don’t argue with the intoxicated guest

不要与醉酒客人争论

(4) Don’t embarrass the guest especially in front of other people

不要羞辱客人，尤其当着其他客人面

(5) Invite the problem guest to an area away from other guests, where you can talk
请求醉酒客人到别的区域，以免影响到别的客人

(6) Give him/her a glass of warm water

给他一杯温水

(7) Deal with the situation in a calm, friendly way. Speak to person directly and firmly explain that he might be intoxicated
平静的与客人谈话

(8) Ask the guest if he/she need more water

询问客人是否需要更多的水

(9) Ask the guest if he/she like to sign the bill now
询问客人是否可以埋单

(10) If the guest show any violent, notify the security staff and have action take *This is the last result
如果客人行为不受控制，需要保安协助

(11) If guest over intoxicated and wasn’t able to recognize his room, if the present of the Duty Manager and Security staff.
The staff will search for the room card.
如果客人不记得自己房间号，让值班经理和保安协助，去找到客人的房卡

Last Update 10/12/2013 PAGE: 1/2

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 Standard & Procedure
标准和程序

Task： Intoxicated Guest Date Updated:2013/10/10

REF 编号: FB-SOP-D&D-049
任务: 喝醉酒客人 更新日期：2013/10/10

Department: Food and Beverage Initiated by: Director – Food & Beverage Signature: Stephane Tremblay
部门： 餐饮部 拟稿：餐饮部总监 签名：

Section: Decanter&DrawingRoom Approved by: General Manager Signature: Richard Deutl

分组：闲逸廊品酒阁 批准：总经理 签名：

(12) After bill settled, the security staff will assist the guest back to their room.
签完账单后，保安人员客人回房
-End-
-完-

Last Update 10/12/2013 PAGE: 1/2

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