Standard & Procedure

标准和程序

Task： Dealing with Offensive & Date Updated:2013/10/10

Misbehave Guest REF 编号: FB-SOP-D&D-050
更新日期：2013/10/10
任务: 如何处理行为不端的客人
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 Hotels & Resorts that all staffs are equipped with the knowledge of dealing with offensive or
misbehave guest professionally during operation. Matters should be resolve with professional and appropriate methods.
瑞吉酒店的标准是用专业正确的方式处理行为不端的客人。

Procedure 程序：

When the loud and nosy guest are over board, disturbing other guests in the restaurant or bar
当客人台吵闹影响到别的客人用餐时

 Apologies to other guests whom may felt disturb.

(I sincerely apologies about the noise)
向其他客人道歉

 Check with the guest with he/she could lower down the volume
(Mr/Ms Do, I do understand that you are having a great time, but may I please request that you may lower your
volume slightly, as it may disturb other guests)
让吵闹的客人小声一点
（例如：“先生，您好，打扰了，您可以小点声吗？因为这样会影响到其他客人，谢谢您的配合”）

 If the guest refused, offer them to go to another venue (check with Decanter, if there any guest)
如果客人拒绝，邀请客人去别的餐厅

 Escort the guests to Decanter if available to continue their fun

陪同客人去闲逸廊，继续他们的欢愉时光

If guests are singing along with the live band too loudly and disturbing other guests in the restaurant & bar
如果客人在餐厅或者酒吧跟随现场乐队唱歌太大声而影响到其他客人
 Apologies to other guests whom may felt disturb.
(I sincerely apologies about the noise)
向其他客人道歉

 Check with the guest with he/she could lower down the volume
(Mr/Ms Do, I do understand that you are having a great time, but may I please request that you may lower your
volume slightly, as it may disturb other guests)

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

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 Standard & Procedure
标准和程序

Task： Dealing with Offensive & Date Updated:2013/10/10

Misbehave Guest REF 编号: FB-SOP-D&D-050
更新日期：2013/10/10
任务: 如何处理行为不端的客人
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：

让唱歌的客人小声一点
（例如：“先生/女士，您好，打扰了，您可以小声点吗？因为这样会影响到其他客人，谢谢您的配合）
 If the guest refused, speak to the band softly and have the band to take a break after the next song
(To avoid any misunderstanding between the guest)
如果客人拒绝，就要求乐队演员唱柔和的歌曲，或者在下一首歌结束时，休息一会儿

If the misbehave guest disturbing other guests

如果客人被行为不端的客人打扰到
 Inform the manager and have the security staff to stand by.
通知经理和保安部同事给在岗

 Apologies to other guests whom may felt disturb.

(I sincerely apologies about the incident)
向被打扰到的客人道歉
（对于这个事件我向您道歉）

 Approach the misbehave guest

(Excuse me Sir/Madam, how may I help you? I am afraid that the guest felt disturbed by your act)
靠近吵闹的客人
（先生，不好意思，你们打扰到我们其他客人了）

 If the guest refused, tell the guest

(Sorry Sir, if you do not stop, we may need to ask you to leave.)*This is the last thing any staff should do.
如果客人拒绝告知客人
（不好意思，先生，如果你们不停止，需要请你们离开）

 Ask the security staff to escort the guest out.

让保安陪同他们离开

.- End –
-完-

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