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: How to Handle a Req of Code: RM-BU-A052 任务：如何处理客人性服务方 序号： RM-BU-A052
Sexual Content 面的要求

Standard: All Butler will respond in a Professional & Courteous manner to all 标准：
Sexual Content Requests. All Butlers will not solicit or coordinate any activity of 对所有有关新内容的要求，所有专职管家都要以专业周到的态度回答。
sexual nature to any Guests and any time. 多有专职管家任何时候都不能教唆或协调任何客人性方面的活动。

Procedures: 程序：
1． 可能有几次一位客人会向专职管家提出性方面的要求。例如：
1. There maybe times that a Guests will make a request to a Butler involving
sexual in nature. For example: A. “ Rika，你很好，在我住在这里的时候对我帮助很大。我要
谢谢你所有的帮助。今晚能和我吃顿饭吗？”
A. “Rika, You been so nice and helpful during my stay. I would like to
thank you for all your assistance. Would you like to join me for
dinner tonight? You can help me choose which restaurant is good” B. “Alan，你对我帮助很大，今晚你能帮我安排个姑娘/人吗？
”
B. “Alan, You have been very helpful. Would you be able to arrange a
girl (person) for me tonight?” C. “Edmond， 你能安排个姑娘到我的房间来吗？我会给你丰
厚的小费。”
C. “Edmond, Would you please arrange a women for me to come to my
room. I will give you a good tip”

2． 如果接到客人有关性服务方面的要求，例如要求安排个女人或男人，需
2. If a request is received from a Guest of sexual content such as requesting to 要用礼貌专业的态度拒绝。
arrange a women/man will be refused in a polite and professional manner.
A． “对不起，Jones 先生， 我们没有权利提供这样的安排。”
A. “I am very sorry, Mr. Jones, We are not at liberty to provide this kind
of arrangement.
B． “是的，我明白专职管家服务的概念是在所有的方面协助我们的客
B. “Yes, I do understand that our Butler Service concept is to assist our 人，但我恐怕我们没有受过这方面的培训。我很抱歉我们不能协助

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: How to Handle a Req of Code: RM-BU-A052 任务：如何处理客人性服务方 序号： RM-BU-A052
Sexual Content 面的要求

Guests in all aspects, but I am afraid we do not have any training and 您这方面的要求。”
I am sorry, we will not be able to assist you in this request”
3． 如果遇到客人提出亲自护送或性方面的要求，专职管家要以下面礼貌专
3. If a request is received from a Guest asking for personal escort or sexual 业的态度拒绝：
nature, Butlers will refuse politely and professionally in the following
manner:
A．“对不起，张先生，今晚我已经与我男朋友/丈夫有安排了，谢谢您
A. “I am very sorry, Mr. Zhang, I already have plans with my 的邀请。”
Boyfriend/Husband tonight. Thank you for asking!”
4． 向你的领班或专职管家部主管汇报客人的要求，他们会转而向房务部总
4. Report request to your shift leader/Chief Butler who will in turn report to 监报告。
Director of Rooms.

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