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 D.N.D Room Code: RM-BU-A060 任务：处理“请勿打扰”房间 序号： RM-BU-A060

Standard: 标准：
Guest privacy must be respected all the time. Procedure must be followed consistently 尊重客人的隐私。必须按照既定程序行事，以提供专业化的服务。
so that our service could be provided in professional manner.

Procedures: 程序：

Daily cleaning of guest room under DND: “请勿打扰”客房的每日打扫：

1. Butler shall report any DND room to his Shift Leader, and remain the room 1. 专职管家应将当日标明“请勿打扰”的客房房号上报领班，并避免
not disturbed before 16:00 hours every day. 打扰该房间客人，直到下午 4 点。

2. Butler shall pay attention to the DND room and advise Room Attendant to 2. 专职管家应关注标明“请勿打扰”的客房，一旦标牌被客人取回，
clean the room if guest removes the DND signage. 立即提醒客房服务员打扫房间。
3. Butler shall report the DND room to his Shift Leader if it still remained till
3. 专职管家应将当日下午 4 点仍标明“请勿打扰”的客房房号上报领
1600 hours of the day.
班。
4. Butler shall phone the DND room to obtain permission to clean the room, if
DND sign remains till 1600 hrs every day. 4. 每天如果直到下午 4 点仍标明“请勿打扰”的客房，专职管家应打
电话以得到客人的允许进行房间的打扫。
5. Butler shall notify Room Attendant if guest being called requests room
cleaning either at that time or later on. The specific time shall be obtained 5. 如果客人要求在那时或稍后打扫房间，专职管家需得知其准确时间
and Room Attendant shall be notified. 并告知客房服务员。

6. Butler shall enter the room by using his/her master key, if no one answers the 6. 如果电话无人应答，专职管家需用他/她的万能钥匙进入房间。进入
phone in the room. Butler who enters the room must ensure that there is no
房间的专职管家必须确认房内无异常情况，例如无行李或死人。
special situation in the room, such as no luggage or dead person.

Printed Date:1/18/2001 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 D.N.D Room Code: RM-BU-A060 任务：处理“请勿打扰”房间 序号： RM-BU-A060

7. After checking the room without touching any guest belongings, Butler shall
leave the room and hang an Apology Card outside the door. 7. 在确认没有触动任何客人的物品后，专职管家须离开并悬挂一张致
欠卡在门外。
8. Shift Leaders shall be notified of any DND situation.
8. 专职管家领班须被告知任何“请勿打扰”客房的情况。
9. GSM and Shift Leaders shall be notified of any special situation found in the
room, such as no luggage and dead people.
9. 对客服务经理和专职管家领班应得知任何客房内的异常情况，例如
10. Butler shall log in the guest room enter into his Daily Guest Need and 无行李或死人。
Preference Form for future reference.
10. 专职管家应将进入客房的记录登记在“宾客需要与偏好记录表”中，
Daily turndown service of guest room under DND: 以备日后查询。

1. Butler shall never call or enter guest room under DND while offering turn “请勿打扰”客房的每日开夜床服务：
down service.
1. 专职管家在提供开夜床服务时决不允许打电话或进入“请勿打扰”
2. Butler shall hang an Apology Card outside the guest room door upon DND 客房。
light is on.
3. Butler shall notify afternoon shift Room Attendant immediately, if guest
2. 当客房的“请勿打扰”灯亮时，专职管家应悬挂一张致欠卡在门外。
requests turndown service later on.

4. Butler shall provide turndown service if Room Attendant is not available at 3. 如果客人在稍后要求开夜床服务时，专职管家应告知中班的客房服
the moment. 务员。

4. 如果那时客房服务员无法提供此服务时，专职管家应提供此项服务。

Printed Date:1/18/2001 PAGE: 2/2