butler manual.docx
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butler manual.docx
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butlermanual
STANDARDOPERATIONPROCEDUREBUTLERSERVICEMANUAL
Whenperfectionitselfsimplyisn’tenough—PuDongShangri-laoffersawholenewdefinitionofsublime.OurunprecedentedButlerService,onlyavailableinourveryhighestlevelofsuites,providesourmostdiscerningguestswithanunimaginablysupremestandardofserviceandluxury,whereyoureveryneedisanticipatedandcateredtobyyourveryownpersonalbutler.
Most propertiescateringtotheelitetraveler recognizetheimportanceofservicetotheirguestsandsomeorganizationshavedefinitelymadetheconnectionbetweengreatserviceandthebestadvertisingthereis;wordofmouth.Satisfiedandhappygueststelltheirfriendsabouttheirpositiveexperiences.
Howdoesgreatservicehappen?
Isthereamanualthattellsall?
Greatservicebeginswithgreatattitudesamongallthestaffandothersthatcomeincontactwiththeinternationalguest. Propertiesmustcommittoongoingprogramsofexcellencebothinpromiseanddelivery.Experienced,trainedandprofessionalservicepersonnelareakeycomponentofafirstclassguestservicedeliverysystem.
BUTLERSERVICEINDEX
A.ElegantandProfessionalPerformance:
1.GreetingaGuest
Code:
F&B-BU-A001
2.PersonalGroomingandHygiene
Code:
F&B-BU-A002
3.ProfessionalMannerism
Code:
F&B-BU-A003
4.CodeforGuestService
Code:
F&B-BU-A004
B.InformationHandlingDescription:
1.HotelInformationandConfidentiality
Code:
F&B-BU-B001
2.GuestInformationConfidentiality
Code:
F&B-BU-B002
3.CollectionGuestPreferences
Code:
F&B-BU-B003
4.LocalInformation
Code:
F&B-BU-B004
C.MainDutyDuringtheShift:
1.Sequenceofservice
Code:
F&B-BU-C001
2.Welcomeprocedure
Code:
F&B-BU-C002
3.TelephoneEtiquette
Code:
F&B-BU-C003
4.TeamworkandCooperation
Code:
F&B-BU-C004
5.Organize&CleanlinessPantryRoom
Code:
F&B-BU-C005
6.RequestAssistfromAssociates
Code:
F&B-BU-C006
D.PressingServiceProcedure:
1.PeparationofGuestRoomforArrival
Code:
F&B-BU-D001
2.PreparationandCheckGuestAmenity
Code:
F&B-BU-D002
3.HowtoSetupWelcomeFruit
Code:
F&B-BU-D003
4.InspectRoom
Code:
F&B-BU-D004
5.ReceivingArrivingGuest
Code:
F&B-BU-D005
6.GuestInRoomCheckIn
Code:
F&B-BU-D006
7.VIPandGovernorCheckIn
Code:
F&B-BU-D007
8.GuestRegistration
Code:
F&B-BU-D008
9.IntroduceGuestRoom
Code:
F&B-BU-D009
10.ServeWelcomeCoffee/Tea
Code:
F&B-BU-D010
11.Packing&Unpacking
Code:
F&B-BU-D011
12.ExpressCheckOut
Code:
F&B-BU-D012
13.AnticipationofGuestNeeds
Code:
F&B-BU-D013
14.FollowuponRequest
Code:
F&B-BU-D014
15.HandlingRequestforHousekeeping
Code:
F&B-BU-D015
16.CleaningGuestRoom
Code:
F&B-BU-D016
17.SupervisionofRoomAttendant
Code:
F&B-BU-D017
18.MiniBarReplenish
Code:
F&B-BU-D018
19.HowtoPolishShoes
Code:
F&B-BU-D019
20.MorningCallRequest
Code:
F&B-BU-D020
21.MorningCoffee/Tea
Code:
F&B-BU-D021
22.HowtoHandleaRoomChangeRequest
Code:
F&B-BU-D022
23.DeliveryNewspaper
Code:
F&B-BU-D023
24.DeliveryMailandMessage
Code:
F&B-BU-D024
25.CollectionLaundry
Code:
F&B-BU-D025
26.DeliveryLaundry/DryCleaning
Code:
F&B-BU-D026
27.HandleDNDRoom
Code:
F&B-BU-D027
28.EnteringaUnoccupiedRoom
Code:
F&B-BU-D028
29.HandlingOfExtraBedRequest
Code:
F&B-BU-D029
30.HowtoHandleMaintenanceProblems
Code:
F&B-BU-D030
31.HowtoHandleITorTechnicalQuestions
Code:
F&B-BU-D031
32.RequestforReservation
Code:
F&B-BU-D032
33.HandlingRequestforConcierge
Code:
F&B-BU-D033
34.AirTicketRequest
Code:
F&B-BU-D034
35.HandleRequestforReception
Code:
F&B-BU-D035
36.HandleRequestforBusinessCenter
Code:
F&B-BU-D036
37.HandleRequestforFitnessCenter
Code:
F&B-BU-D037
38.InRoomDiningRequest
Code:
F&B-BU-D038
39.HowtoHandleaRequestofSexualContent
Code:
F&B-BU-D039
40.HandleGuestComments
Code:
F&B-BU-D040
41.MasterKey
Code:
F&B-BU-D041
42.cocktailpartyandbusinessconferencearrangement
Code:
F&B-BU-D042
E.F&BServiceProcedure:
43.PREPARINGTOSERVEDRINKSFROMATRAY
Code:
F&B-BU-E001
44.CARRYINGANDSERVINGDRINKSFROMATRAY
Code:
F&B-BU-E002
45.CLEARINGGLASSWAREFROMATABLE
Code:
F&B-BU-E003
46.CHANGINGUSEDASHTRAY
Code:
F&B-BU-E004
47.ANSWERINGTHETELEPHONE
Code:
F&B-BU-E005
48.PRESENTINGANDSERVINGCIGARETTES
Code:
F&B-BU-E006
49.LIGHTINGGUESTSCIGARETTES
Code:
F&B-BU-E007
50.PRESENTINGWHITEANDROSEWINE
Code:
F&B-BU-E008
51.PREPARINGTOSERVEABOTTLEOFWHITEWINE
Code:
F&B-BU-E009
52.OPENINGABOTTLEOFWHITEANDROSEWINE
Code:
F&B-BU-E010
53.SERVINGWHITEANDROSEWINE
Code:
F&B-BU-E011
54.PRESENTINGREDWINE
Code:
F&B-BU-E012
55.PREPARINGTOSERVEREDWINE
Code:
F&B-BU-E013
56.OPENINGABOTTLEOFREDWINE
Code:
F&B-BU-E014
57.SERVINGREDWINE
Code:
F&B-BU-E015
58.PREPARINGTODECANTWINE
Code:
F&B-BU-E016
59.DECANTINGWINE
Code:
F&B-BU-E017
60.PRESENTINGDECANTEDWINE
Code:
F&B-BU-E018
61.SERVINGFROMADECANTER
Code:
F&B-BU-E019
62.PRESENTINGCHAMPAGNESPARKLINGWINESPARKLINGWINE
Code:
F&B-BU-E020
63.PREPARINGTOSERVEABOTTLEOFCHAMPAGNESPARKLINGWINE
Code:
F&B-BU-E021
64.OPENINGABOTTLEOFCHAMPAGNE
Code:
F&B-BU-E022
65.SERVINGCHAMPAGNESPARKLINGWINE
Code:
F&B-BU-E023
66.POURINGBEERONATRAY
Code:
F&B-BU-E024
Abutlercanmakelifesogloriouslysimplewhenyou'reawayfromhome,you'llwonderhowyoueversurvivedwithoutone.'
Itisbecomingincreasinglypopularfortopcityexecutivestoappointtheirownbutlerorlifestylemanagertohelpcompensateforthelonghourstheyareexpectedtowork.WerecognizehowvaluableyourtimeissowehaverecruitedandtrainedateamofButlerstoenhanceyourexperiencewithussothatyouhavemoretimetodothethingsthatyouenjoy.
Werealizethatagoodrelationshipbetweenourbutlersandourguestsisessential;neithertoofamiliarnortoodistant,inordertoachievethemutualrespectandtrustrequiredforasuccessfulbusinessrelationship.
Andattheendofyourday,it'stimeforonelastnightcapservedbyyourbutlerandsoofftobedknowingthatourteamofbutlerswilllockupandmakesurethatallissecureforthenight.
JOBDESCRIPTION
A.GENERALINFORMATION:
POSITIONTITLE:
Butler
DEPARTMENT:
InRoomDining
REPORTSTO:
InRoomDiningManager
EAMF&B/Asst.DirectorofF&B
KEYWORKING
RELATIONSHIPS:
Housekeeping
FrontOffice
B.SUMMARYOFPOSITION:
TheButlerisresponsiblefor‘VIPButlerService’intheF&B.TogetherwiththeHousekeeping,RoomServiceandFrontOfficedepartmentsyouwillprovidethroughpersonalcare,attentionandanticipationofguestneedsthebestbutlerservicepossiblesatisfyingfullyyourguestsrequirements.
TheButler’sareresponsiblefor‘Butlerservice’forTopVIPandPresidentialSuiteGuests.However,RegularButlerserviceisavailabletoallguestsandtheHousekeepingdepartmentprovidesthat.
C.QUALIFICATIONREQUIREMENTS:
1.VerygoodverbalEnglishskillsandgoodwritingskillswithafurtherlanguageanasset.
2.GoodcommandofMandarinChineseinreading,writingandspeaking.3.MustbeserviceorientatedtomaintainShangri-lastandardsofhospitalityatalltimes.4.Averyhighstandardofpresentationandgroomingisrequired.5.Anoutgoingpersonalitywithadiscreetnatureispreferred.
D.DUTIESANDRESPONSIBILITIES
POSITIONSPECIFIC
1.AButlersresponsibilitiesandjobdutiesisfocusedonVIPguests.Asa‘onestop’shopandkeycontactforguests,aButlerhastobewellversedinthetotalhotelguestoperationintermsofgeneralknowledgeandresourcefulness.Specifically,intermsofskills,aButlermustbeabletoperformthedutiesof:
A.RoomServiceWaiter
B.RoomAttendant(includingturn-downservice)
2.WelcomeProcedureonGuestCheck-in.OneofthemainButlerdutiesistoprovidetheWelcomeProcedurewhenTopVIPandPresidentialSuitguestcheckinwhichincludesthefollowingcomponents:
∙Checkthattheguestroom/suiteisassignedandfullysetupaccordingto
guesthistory/requirementsandallpersonalizedtouchesareinplace.
∙Ifguestisarrivingbyhotellimousineorpre-determinedtime,standbyinlobbywithAssistantManagerorManagementescort.
∙Onguestarrivalassessluggagesituation.Ifsmall/1pieceormanageablebyButler,Butlerwillcarrythroughlobbyfollowingguestandusesameguestelevator.
∙Iftoomuchforoneperson,thenBellman&Butlerwilltakeluggage
togetherinluggageelevator.
∙Whenthetimeisnotknownforanarrival,thentheButlermustbeimmediatelypageduponarrivalwithspecialcodetoindicatetheirimmediateattendancetotheguest.
∙TheHousekeepingSupervisorservestheWelcomeTeaandtheBellman
deliverstheluggage.
ImmediatelythereaftertheButlerwill:
∙Introduceyourselfbynameandgiveyournamecard
∙Offertounpackluggage
∙Offerlaundry/valetservice
∙Offertopolishshoes
∙Offertore-confirmairlinereservations
∙Offertomakenextmealperiodrestaurantbookings
∙InformguestyouoryourotherButlercolleaguesaretheirpointof
contactasrequired,howtocontactyouandbidfarewelltoguestwishingthemapleasantstay.
3.DuringGuestsStay.Asopportunitypresentsitselfthroughouttheday,Butlerswillduringguestcontactofferthefollowingservices:
∙Greetguestdailybytheirname.
∙Offerlaundry/valetservicedaily.
∙Offertopolishshoes.
∙Offertomakelunch,dinnerorHeathclubreservations.
∙PersonalizedButlerisresponsibleforrefreshingF&Bamenities,servingroomserviceinroomandlaundry/valetpickup&deliveryandexceptforRoomAttendant,RoomSupervisoraretheonlystaffprovidingserviceintheroom.(Unlessforlargeorders)
4.DuringEveningService.A
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