饭店服务与管理教案：处理需健身中心服务的要求.doc

Standard: Butlers will accept all requests with regard to Fitness Center Facilities and Services offered in a professional and courteous manner. They will not transfer responsibility to Fitness Center associate but will request assistance politely from them in order to personally deliver and fulfill Guest request. Procedures: Upon receiving a request that requires Fitness Center Facilities or Services, accept the responsibility of the request, record all required information and acknowledge to Guest that it will be done. All Requests must be completed and information confirmed back to the Guests within 10 minutes. If the request requires assistance from your associate in the Fitness Center, call a FC associate from the Pantry room and inform them of the request. However, again keep in mind the request must be delivered to Guest within 10 minutes. Record all request in the daily Guest Needs and Preferences log sheet with accurate time, type of request, time of delivery, etc. Butlers must be knowledgeable with all Facilities in the Fitness Center, such as Operating Hours, Equipment and facilities available, Services and prices etc. Here is a list of possible questions or inquiries that may be requested from the Guests: Operating Hours of the Fitness Center Facilities available such as Sauna, Lockers, Swimming Pool, Snooker, Gold Simulation etc. Spa and Massage Services and Cost (Even though not operated by the St. Regis Shanghai) Other request and inquiries that may come about concerning the Fitness Center, take required information for purpose of arranging or fulfilling the request. Good communication and accurate transfer of request is essential to fulfill the request and meet the Guest Expectations. 标准： 专职管家将以专业周到的态度接受所有有关需要健身中心的设施和服务方面的要求。他们不用把责任转给健身中心的员工，但为了亲自提供服务以满足客人的要求，会需要健身中心员工的协助。 程序： 当收到有关健身中心方面的服务要求和询问时，承担相关责任，记录下所有所需信息，并向客人确认要求能被满足。 所有要求的完成和确认信息的反馈都需在10分钟内完成。 如果是需要健身中心员工的协助才能完成的要求，回到工作间打电话给他们并告知要求。然后再次提醒自己，客人所需的服务必须在10分钟内送到或根据要求尽快完成。 在日常客人需求和喜好