瑞士私人管家STARGUEST DISCOVERY PROCESS.pdfVIP

Foundations of Excellence Title StarGuest Discovery Tool Process Reference # Brand std: NA Issued: May 2010 Dates Effective: June 2010 Revised: Department Front Office/Guest Historian/Housekeeping/Rooms Division Region: Global Property: All Applicable Ownership: All EXCEPTIONAL SERVICE COMMITMENT St. Regis Butler Services ensures that every guest’s stay is uniquely tailored to his or her needs. The use of this opt-in preference gathering Discovery Tool allows St. Regis Butler Service to better tailor a guest’s stay based on their unique likes and dislikes. Whether it is a guest’s first visit to a St. Regis, or a returning guest with new or edited preferences. METHODOLOGY Program Overview: Guests that book a St. Regis guestroom via our website or phone will generally receive a reservation confirmation via email. For the pilot, embedded within this email confirmation is an invitation for the guest to share their unique preferences with the hotel via the online Discovery Tool survey. The six questions are entirely optional and allow a guest to answer only the ones they feel inclined to answer. Some questions allow the guest to simply tick a preference (like high or low floor) and some allow a guest to explain their preference via free-form text field (special occasion). Both preference-sharing formats feed directly into the guest’s StarGuest profile. The Guest Historian at each hotel will be responsible for ensuring that action is taken to schedule and ultimately fulfill any requests and preferences submitted via this process. Process:  Guest receives reservation confirmation email  Guest clicks link (opts in) for invi