国外豪华星级酒店工作手册英文版的运作手册.doc

rosewood hotels drinks are not auctioned beverages are served to the right of the guest employee does not touch the rim of the glass when serving beverages minimum operating guidelines rosewood hotels food is not auctioned hot food is served hot cold food is served cold all dirty silverware is removed and replaced as needed before items are served appetisers are cleared from the right when all guests have finished items are cleaned neatly and quietly minimum operating guidelines rosewood hotels food is not auctioned hot food is served hot cold food is served cold only complete orders are brought to the table dessert service specific dessert recommendations are made when presenting the dessert menu tray or cart specific after dinner drinks are offered during dessert service dinner only absence of guest at table when a guest leaves the table during service his or her napkin is neatly refolded and placed across the chair arm before return minimum operating guidelines rosewood hotels entree is cleared before dessert condiments side plates and silver are cleared after each respective course guests have correct silverware for additional course before it is served plates are cleared when all guests are finished or as minimum operating guidelines rosewood hotels but not limited to fruit baskets cheese trays amenity card or a business card with a hand written note is delivered with amenities as specified on order appropriate condiments or silverware and china accompany amenities are clean and in good condition products fresh and of good flavour napkins are provided for all food amenities vip amenities replenished daily if fruit has been used only fresh whole seasonal fruit used minimum operating guidelines rosewood hotels sheets and duvet cover are 100 cotton bed linen thread count of 165 threads per square inch patio balcony if applicable cleaned daily minimum operating guidelines rosewood hotels guest are never told no complete and helpful information provided without prompting by guest minimum operating guidelines rosewood hotels resorts revised august 1 1999165 employees knowledgeable about local area directions and provide quality maps and instructions local and international newspapers available reading material available for guests waiting in the lobby full listings of all local restaurants theatres and other service amenities to be available employees fully conversant with procedures for making airline and transportation arrangements minimum operating guidelines rosewood hotels resorts revised august 1 1999166 mail and packages all incoming mail and packages delivered within 15 minutes full packaging service for guest outgoing packages provided transportation all hotel cars maintained in an immaculate condition drivers fully conversant with local directions and sites guests offered cool towel prior to start of journey cars provided with umbrellas daily newspapers tissues mobile phone for guest use minimum operating guidelines rosewood hotels resorts revised august 1 1999167 butler to offer personal service and attention to resident guests from arrival to departure with an emphasis on pro active attention to the smallest details minimum operating guidelines rosewood hotels resorts revised august 1 1999168 daily administration telephone answered within three rings with sincere personalized greeting arrival list reviewed for all arriving guests making notes of special requests and amenities log book read and maintained noting guest requirements rooming arriving guests all rooms for arriving guests checked prior to the guest going to the room amenity requests and special requests honoured butler at arriving guest room within three minutes offer made to unpack luggage guest offered welcome beverage guest history all details of guest requests recorded all guests comments are recorded and actioned room all occupied guest rooms inspected daily and any minimum operating guidelines rosewood hotels resorts revised august 1 1999169 inspectionsoutstanding issues reported all clothes hung up shoes cleaned and returned wardrobe tidied dirty laundry removed and processed minimum operating guidelines rosewood hotels resorts revised august 1 1999170 minimum operating guidelines rosewood hotels resorts revised august 1 1999171 butler tray all items on the butler tray replenished as used all glasses polished all amenities checked dirty plates and crockery removed and replaced as appropriate fruit and mineral water refreshed daily used items on tray chocolates nuts crisps etc replaced items on butler tray cloth 2 x highball glasses 2 x old fashioned glasses 2 x wine glasses 1 x plate 1 x wooden handled opener 1 x ice bucket 1 x ice tongs minimum operating guidelines rosewood hotels resorts revised august 1 1999172 2 x glass stirrers 2 x linen coasters minimum operating guidelines rosewood hotels resorts revised august 1 1999173 security to provide the highest level of safety security and well being for the guests in all areas of the hotel administration security staff uniformed in plain clothes communication equipment radios and pagers kept out of sight and quiet guest room locks changed quarterly guest safety employees respond to all guest incidents in a timely and professional manner security maintains a visible presence throughout the property comment cs7 page 174 should lisa and arthur have a look at this section minimum operating guidelines rosewood hotels resorts revised august 1 1999174 rosewoodrosewoodrosewood minimumminimumminimum operatingoperatingoperating guidelinesguidelinesguidelines sales sales standards to meet all guest requirements through a responsive timely and skilled sales approach minimum operating guidelines rosewood hotels resorts revised august 1 1999175 sales and marketing support telephone answered within 3 rings in courteous and professional manner greeting clear and audible staff is responsive accurate timely and excel at meeting client requirements conduct professional creating confidence staff are experienced in selling techniques including telemarket