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 Room Code: RM-BU-A056 任务：如何处理换房要求 序号： RM-BU-A056
Change Request
Standard: Butlers will handle all Room Change request courteously and 标准：
professionally by provide accurate information in order to make a proper decision in 专职管家要以周到专业的态度处理客人的换房要求，提供准确的信息，以便
determining if a room change is necessary. Room Change should obtain a purpose in 于做出正确决定是否有必要换房。换房应达到满足客人要求的目的。
order to satisfy the Guests requirements.

Procedures: 程序：
1. Room Change shall be done if necessary at the arrival point, where a Butler 专职管家为更好地满足客人喜好，如有必要，在客人到达时可以决定换房。
has determine a need to better satisfy the Guest preferences. 专职管家为了协调好换房，应了解酒店所有房间的信息。例如，景观，床型，
无烟房/层，高楼层，靠近电梯，角房等。
2. Butler will have full knowledge of all Rooms in the hotel in order to make a
recommendation on a room Change. i.e. View, bedding, non-smoking 专职管家将和前台接待一起查询客人喜好的房型换房的可能性。
room/floor, high floor, room close to the elevator, corner room, etc.

3. Butlers will check with Reception about availability of guest preferred room
type. Other options should be provided if the preferred room type is not
available.

4. Butlers may be required to show new room to the Guests to ensure

expectations are met. May require assistance from Associate Butler on
another floor.

5. Once guest makes decision, Butler shall notify Reception to amend the
system status and prepare key for the chosen room. Concierge will bring up
the key card to Butler.

6. Butler will assist guest to move the room. Bellhop’s service is required if

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 Room Code: RM-BU-A056 任务：如何处理换房要求 序号： RM-BU-A056
Change Request
necessary.

7. Ensure that the original key card of old room is returned.

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