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TheSt.RegisShanghaiStandard&ProcedurePosition:ButlersDepartment:HousekeepingDept.Head:JevonsYangHMApproval:PaulNashDate:Dec1,01Task:GreetingAGuestCode:RM-BU-A001RM-BU-A001PrintedDate:1/18/2001PAGE:1/2Standard:ButlerswillGreetAllGuestsandAssociatesatalltimes.WhetheritisinGuestRoom,GuestCorridors,Lobby,BOTHandotherareas,ButlerswillofferasmileandappropriategreetingtoALL.Procedures:1.ButlerswillgreetallGuestwiththefollowingphrase:A.“GoodMorning/Afternoon/EveningMr.Jones,”B.“Howareyoutoday?”2.Butlerwillanswerallcallswithphrase:“Goodmorning/afternoon/evening,ButlerJohnatyourservice”3.ButlerswillcourteouslystepasidefortheGuesttoalwaysgofirstwhetherinElevatororwalkway.4.ButlerswillshowproperbodylanguageandFacialExpressionsthatreflectthewarmfriendlyattitudeoftheSt.RegisShanghai.5.ButlerswillgreetandsmileallAssociatesofTheSt.RegisShanghai,whichwillsupportthecultureofFun,cooperationandteamwork.A.“ThankyouMichaelforyourassistancethismorning.Mr.Joneswasverypleasedwithourservice”B.“GoodAfternoon,Carol.HowisitgoingintheSaint’s?”6.AsmileispartoftheGreetingFunctionforallGuestandAssociates7.AllgreetingsshallbenaturalfeelingandexpressedthroughtheHeart.1.A.//JonesB.2.3.4.A.“MichaelJonesB.CarolSaint5.6.TheSt.RegisShanghaiStandard&ProcedurePosition:ButlersDepartment:HousekeepingDept.Head:JevonsYangHMApproval:PaulNashDate:Dec1,01Task:GreetingAGuestCode:RM-BU-A001RM-BU-A001PrintedDate:1/18/2001PAGE:2/2TheSt.RegisShanghaiStandard&ProcedurePosition:ButlersDepartment:HousekeepingDept.Head:JevonsYangHMApproval:PaulNashDate:Dec1,01Task:PersonalgroomingandHygieneCode:RM-BU-A002RM-BU-A002PrintedDate:9/21/2000PAGE:1/2Standard:AllButlerassociateswillpresentaclean,tidyandprofessionalimageatalltimes.Procedures:Males:1.Hairshallberegularly,neatlygroomed,offthecollar,andmaintainedinnaturalcolor.Sideburnsmaynotexceed5cm.2.Nailsmustbekeptclean,shortandwelltrimmed.3.Allmaleassociatesshallbecleanatalltimeswhilstonduty.4.Moustachesarenotpermittedinfrontofhouseareas.5.Beardsarenotpermitted.6.After-shavesorotherfragrancesmaybeusedinmoderation.7.Showersmustbetakenbeforestartofshift.8.UniformandBadgeispartofyourgrooming.HSKPcleanstheuniform,however,ItisYOURresponsibilitytoensureyouruniformiscleanandpressedproperly.Female:1.Clearorfleshcolorednailpolishisacceptable2.Hairmustbewashed,dried,neatlycombedandarrangedinattractiveandeasytomaintainstyle.Haircolorshouldappearnatural.3.Perfumeorotherfragrancesmaynotbeusedinmoderation.4.Showersmustbetakenpriortostartofshift.5.Conservativeuseofmake-upfornaturallookispreferred.6.Onepairofearrings,theyshouldnotbelargeorgregariousandunder1cm.insize.7.Oneringisacceptable,ifweddingorengagementring.8.Shoesmustbeclosedincourtshoestyle,stockings,aretobewornatalltimes.1.52.3.4.5.6.7.1.2.3.4.5.6.17.8.TheSt.RegisShanghaiStandard&ProcedurePosition:ButlersDepartment:HousekeepingDept.Head:JevonsYangHMApproval:PaulNashDate:Dec1,01Task:PersonalgroomingandHygieneCode:RM-BU-A002RM-BU-A002PrintedDate:9/21/2000PAGE:2/29.UniformandBadgeispartofyourgrooming.HSKPcleanstheuniform,however,ItisYOURresponsibilitytoensureyouruniformiscleanandpressedproperly.9.TheSt.RegisShanghaiStandard&ProcedurePosition:ButlersDepartment:HousekeepingDept.Head:JevonsYangHMApproval:PaulNashDate:Dec1,01Task:CodeofguestserviceCode:RM-BU-A008PrintedDate:09/21/2000PAGE:1/2Standard:Allguestsshouldbeservedandtreatedinacourteousmanneratalltimes,astheyarethemostimportantpersonsinthehotel.Allassociatesshouldstrivetofulfillguestneedswheneverpossible,inordertomaketheirstayamostenjoyableone.SGSSshouldbetheguidelineforallinteractionswithguests.Procedures:1.Theguestisthemostimportantpersoninthehotel.2.Theguestisnotdependentonus-Wearedependentontheguests.3.Theguestisnotaninterruptionofourwork,he/sheisthepurposeofit.4.Theguestdoesusafavorwhenhe/shestaysinourhotel,wearenotdoinghimafavorbyservinghim.5.Theguestisonewhobringshis/herneeds,itisourjobtoexceedhis/herexpectations.6.Theguestisdeservingofthemostcourteousandattentiontreatmentwecangive.1.2.—3.4.5.6.TheSt.RegisShanghaiStandard&ProcedurePosition:ButlersDepartment:HousekeepingDept.Head:JevonsYangHMApproval:PaulNashDate:Dec1,01Task:CodeofguestserviceCode:RM-BU-A008PrintedDate:09/21/2000PAGE:2/2TheSt.RegisShanghaiStandard&ProcedurePosition:ButlersDepartment:HousekeepingDept.Head:JevonsYangHMApproval:PaulNashDate:Dec1,01Task:StartofshiftprocedureCode:RM-BU-A009RM-BU-A009PrintedDate:9/21/2000PAGE:1/2Standard:AllButlerassociateswillbefullypreparedtoserveguest,andanswerguestinquiriesatthecommencementoftheirshift,andwillhaveupdatedinformationonhotelfacilitiesreadilyaccessible,tomeetguest’srequestsatalltimes.Procedures:1.Arriveatthespecificpantryroomatleast15minutespriortoofshift,infullandcorrectuniform.2.ArriveatthespecificpantryroomwithHotelGrandMasterKeyassignedfromSecurityCheckPoint.3.AttendbeginningofshiftbriefingconductedbyChiefButlerorShiftleaders.4.Ensureallinformationandreportsarehandedoverfromthepreviousshiftincludingarrivals,departures,VIPsinhouseorduetoarrive,itemsoutstandingtoactiononthetracereport.Updaterelevantinforma