饭店服务与管功理教案：处理“请勿打扰”房间.docVIP

Standard: Guest privacy must be respected all the time. Procedure must be followed consistently so that our service could be provided in professional manner. 标准： 尊重客人的隐私。必须按照既定程序行事，以提供专业化的服务。 Procedures: Daily cleaning of guest room under DND: Butler shall report any DND room to his Shift Leader, and remain the room not disturbed before 16:00 hours every day. Butler shall pay attention to the DND room and advise Room Attendant to clean the room if guest removes the DND signage. Butler shall report the DND room to his Shift Leader if it still remained till 1600 hours of the day. Butler shall phone the DND room to obtain permission to clean the room, if DND sign remains till 1600 hrs every day. Butler shall notify Room Attendant if guest being called requests room cleaning either at that time or later on. The specific time shall be obtained and Room Attendant shall be notified. Butler shall enter the room by using his/her master key, if no one answers the phone in the room. Butler who enters the room must ensure that there is no special situation in the room, such as no luggage or dead person. After checking the room without touching any guest belongings, Butler shall leave the room and hang an Apology Card outside the door. Shift Leaders shall be notified of any DND situation. GSM and Shift Leaders shall be notified of any special situation found in the room, such as no luggage and dead people. Butler shall log in the guest room enter into his Daily Guest Need and Preference Form for future reference. Daily turndown service of guest room under DND: Butler shall never call or enter guest room under DND while offering turn down service. Butler shall hang an Apology Card outside the guest room door upon DND light is on. Butler shall notify afternoon shift Room Attendant immediately, if guest requests turndown service later on. Butler shall provide turndown service if Room Attendant is not available at the moment. 程序： “请