瑞士私人管家EBUTLER PROCESS.pdfVIP

Foundations of Excellence Title eButler Process Reference # Brand std: Issued: October 2009 Dates Effective: January 2010 Revised: December 2009 Department Butler Service Region: Global Property: All Applicable All Ownership: EXCEPTIONAL SERVICE COMMITMENT The eButler program is designed to offer St. Regis Butler service via email. METHODOLOGY Program Overview St. Regis Butler Service provides guests with an email address to which they can send requests. The requests are received by Butler Services and an email is sent back to the guest confirming the request was received and is being fulfilled. Butler Services expedites the request as appropriate and ensures that it is carried out. When the request is completed, a confirmation email is sent to the guest. Requirements:  Each hotel will have a dedicated eButler email address  Standard email protocol is: property.butler@ (i.e. atlanta.butler@)  Two-way pagers or radios  StarGuest Application  Onsite IT will set up access to the email account for all required stakeholders  24-Hour Department responsible for e-Butler  Guest Historian/Guest Relations  Butler Service Desk  All Butlers  Onsite IT will assist with the set up of folders (.pst files) within Outlook for archiving messages Where to promote:  Butler business cards will have the eButler address listed - not personal email accounts (see StarwoodArchive for template)  Guests are made aware of the service during the in-room Signature Services overview  The Contact Us page on the hotels website will have a link to the eButler Process Flow:  Guest sends email request  Email is