瑞士私人管家BUTLER SERVICE DESK OVERVIEW.pdfVIP

Foundations of Excellence Title Butler Service Desk Reference # Brand std: Issued: February 2010 Dates Effective: October 2009 Revised: Department Front Office/Rooms Division Region: Global Property: All Applicable All Ownership: EXCEPTIONAL SERVICE COMMITMENT The Butler Service Desk serves as the hotel’s switchboard and is the primary point of contact for all telephone correspondence within the hotel. This centralized approach builds awareness for the role of the Butler and ensures that the fundamentals of bespoke St. Regis Butler Service are available to all guests, at the touch of a button. METHODOLOGY Overview: The concept of St. Regis Butler Service encompasses not only the actual Butlers themselves, but also extends to the PBX/Switchboard who answers telephone calls within the hotel. This integrated approach ensures seamless service execution by leveraging The Butler Service Desk as the sole point of contact for all guest requests. The Butler Service Desk will be responsible for receiving all incoming telephone calls, and will fulfill, record, dispatch, and follow up on all guest requests. Butler Service Desk Staff will be cross-functional experts, trained in all aspects of the hotel’s programs, services and amenities. As such, the Staff will be well-equipped to assist guests directly and will not transfer callers to other departments. Instances where Butler Service Desk Staff are not immediately able to fulfill a request, the request will be recorded, delegated and tracked to ensure subsequent completion. Butler Service Desk Staff will work with Staff from Housekeeping, Guest Services, Laundry/Valet, Engineering, Fr