Standard & Procedure

标准和程序

Task：Spilling Over Date Updated:2013/10/10

REF 编号: FB-SOP-D&D-048
任务: 弄脏客人衣服 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 that all St. Regis Hotel staffs are empowering with the responsibility to resolves all unintentionally accident takes
place in the hotel.
这是瑞吉酒店的员工在工作时有权限去处理在工作不小心出现的事故

Procedure 程序：
Staying Guest 住店客人
(1) Always lower your body besides the guest to apology for such unpleasant accident.
(Dear Ms. Liu, We sincerely apology for our mistake, please allow me to you escort you back to your room to change,
and I will bring your dress to the Laundry Department personally, Once ready, I will sent it back to your room)
在客人旁边保持身体较低的位置，为给客人带来的不愉快事故道歉
(2) Escort the guest to the their room to change
陪同客人到房间换衣服
(3) Bring their spilled dress personally to the Laundry Department
亲自将客人被弄脏的衣服送到洗衣房
(4) Escort the guest back to the restaurant or event place to continue their meal
陪同客人回到餐厅或回到宴会地点，继续客人的用餐
(5) For any compensation requested by the guest, refer to Staff’s Empowerment Compensation List.
对于客人任何的要求减免费用的要求，请参照员工授权手册
(6) After the laundry is completed, send a hand written card to the guest, as a gesture of apologies.
待洗衣完成后，送上一张卡片给客人作为道歉

Non-Staying Guest 非住店客人

(7) Check with the front office for any vacant room available.
与前厅部确认，拿到一个可用的空房间
(8) Collect a appropriate dress (female) or shirt and pant (male) from the laundry department for the guest.
从洗衣房拿到一件可用的衣服，裙子或裤子给客人
(9) Bring their spilled dress personally to the Laundry Department
将客人被弄脏的衣服送到洗衣房
(10) Escort the guest back to the restaurant or event place to continue their meal
陪同客人回到餐厅或宴会的地点，继续客人的用餐
(11) For any compensation requested by the guest, refer to Staff’s Empowerment Compensation List.
对于客人任何的要求减免费用的要求，请参照员工授权手册

- End -

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

PAGE: 1/1
 Standard & Procedure
标准和程序

Task：Spilling Over Date Updated:2013/10/10

REF 编号: FB-SOP-D&D-048
任务: 弄脏客人衣服 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：

-完-

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

PAGE: 1/1