The St.

Regis Shanghai Standard & Procedure 上海瑞 吉红塔 大酒店 标准与 程序

Position: Butlers 职位：专职管家
Department: Housekeeping Dept. Head: Jevons Yang 部门：客房部 部门经理：仰平
GM Approval: Chuck Abbott Date: 1 May 2001 总经理批准：安奕德 日期： 2001 年 5 月 1 日
Task: Handling Guest In Room Code: RM-BU-A020 任务：客房内入住登记的处理 序号： RM-BU-A020
Registration
Standard: 标准：
Guests with reservations must be registered in their guest room upon arrival. The 任何已预订的客人都将在客房中登记。应确保登记内容无误，并明确付款方
Registration Card must be completed in an accurate manner and payment method must 式。
be secured.

Procedures: 程序：

1. The Floor Butler shall check guest’s welcome folder and ensure everything 1. 楼层专职管家须核查客人的入住登记本，确保进行客房内入住登记
necessary are ready for in room check in. The items prepared by Reception 的一切必要物品齐全。由前台接待准备的物件包括：
should include:  一张“宾客登记表”。
 A copy of Guest Registration Card  房间钥匙卡.
 Key booklet with encoded key for assigned guestroom  空白的现金收据.
 Blank receipt for cash deposit
2. 当客人抵达时，在入口处称呼他们的名字问候他/她。
2. Upon guest arrival, greet he/she at entrance by addressing their name.
“ Welcome to The St.Regis Shanghai, Mr Smith. I am your Butler  “ Smith 先生 ,欢迎 来上海 瑞吉红 塔大酒 店。 我是您的专职管
Steven. Please let me show you the way to your room. ” (if guest is first 家 STEVEN。请让我带您去您的房间。”（如果客人是第一次
stay) 来）
 或者“Smith 先生 ,欢迎回 来！ 我是您的专职管家 STEVEN。
“ Welcome back, Mr Smith. I am your Butler Steven. Please let me show 请让我带您去您的房间”（如果客人是回头客）
you the way to your room. ” (if return guest)
3. 带着客人的入住登记本引领客人去他/她的房间进行登记。
3. Escort guest to his/her room with guest welcome folder.
4. 在楼层上，用客人的钥匙打开客人的房门，先进入房间为客人开着
4. When on the floor, open the guestroom door with the guest’s key, enter the
门，让其进入。
room first and hold door open, allowing the guest in.

5. Proceed to fill up Registration Card for guest. Ensure the card is properly 5. 为客人进行入住登记卡的填写。确保完成卡内所有具体信息和客人

Printed Date:1/18/2001 PAGE: 1/4

The St. Regis Shanghai Standard & Procedure 上海瑞 吉红塔 大酒店 标准与 程序
Position: Butlers 职位：专职管家
Department: Housekeeping Dept. Head: Jevons Yang 部门：客房部 部门经理：仰平
GM Approval: Chuck Abbott Date: 1 May 2001 总经理批准：安奕德 日期： 2001 年 5 月 1 日
Task: Handling Guest In Room Code: RM-BU-A020 任务：客房内入住登记的处理 序号： RM-BU-A020
Registration
completed with all required details and signed by guest: 签名的填写：
 Guest Name (Indicate correctly last name/surname, first name)  客人姓名（包括正确的姓氏，名字）
 Passport No.  护照号码
 Valid date of passport  护照的有效期
 Sex  生日
 Nationality  签证种类
 Date of birth  签证有效期
 Visa type  永久地址
 Expiry date of visa
 公司名称和地址
 Permanent address
 何地何时从何处来/何时何地去
 Company name & address
 SPG（喜达屋顾客优先计划）号码
 Where & when from/Where & when to
 经常飞行旅客号码
 SPG (Starwood Preferred Guest Program) No.
 Frequent flyer No.  付款方式
 Method of Payment  客人签名
 Signature of guest
6. 如果是首次入住，取得客人的名片。
6. Obtain name card from guest if he is first stay.
7. 向客人确认入住天数（如下所示）：
7. Confirm length of stay with guest by saying: 史密斯先生，请问您是否将在宾馆住 3 个晚上？
“ Mr Smith, Will you be staying with us for 3 nights?” 如客人离开日期与原定日期不同，请在登记表上注明。
Indicate on the card if the departure date is different from the reservation.
8. 向客人确认付款方式：
8. Obtain payment method from guest:  信用卡：记录信用卡号及有效期限
 Credit card: ask for the credit card and take down its number and  旅行社入住凭证：向客人索取入住凭证，检查入住房价、
expire date
天数是否与预订的相符，并将凭证附在“宾客登记表”后；
 Voucher: Collect the voucher from the guest, check so the rate and

Printed Date:1/18/2001 PAGE: 2/4

The St. Regis Shanghai Standard & Procedure 上海瑞 吉红塔 大酒店 标准与 程序
Position: Butlers 职位：专职管家
Department: Housekeeping Dept. Head: Jevons Yang 部门：客房部 部门经理：仰平
GM Approval: Chuck Abbott Date: 1 May 2001 总经理批准：安奕德 日期： 2001 年 5 月 1 日
Task: Handling Guest In Room Code: RM-BU-A020 任务：客房内入住登记的处理 序号： RM-BU-A020
Registration
number of nights correspond with the reservation and attach the 向客人询问额外费用的结算方式。
voucher to the registration card. Ask the guest how extra charges will  协议转帐：确保转帐属事先约定，且“宾客登记卡”后已
be settled. 附书面说明。检查并确认转帐的项目与协议相符。
 Direct billing: Ensure this has been pre-arranged, with a back up  现金付帐：向客人详细说明现金付帐的相关规定。收取预
attached to the registration card. Check what has been agreed to bill,
付金或压印信用卡，以便客人使用电话或在各部门签单。
i.e. room only, room and breakfast etc, and verify this with the guest.
 Cash payment: explain the credit policy for cash payment 如收取现金，请开具收据。
diplomatically, collect cash pre-payment or ask for an imprint of
credit card as deposit for the stay, in order to be able to use telephone
and the Hotel’s outlets etc. Give receipt to the guest if a cash deposit
is paid.
9. 向抵店客人介绍客房。（参照 S&P:介绍客房）
9. Proceed to introduce the Guest room to the arriving guest. (Refer to S&P:
Introduce Room to Guest).

10. 祝客人入住愉快，离开房间。
10. Wish guest a pleasant stay and leave the room.
11. 将填完的“宾客登记表”及现金，如果有的话，移交给前台接待。
11. Handover completed Registration Card and cash deposit, if any, to Reception.

Printed Date:1/18/2001 PAGE: 3/4

The St. Regis Shanghai Standard & Procedure 上海瑞 吉红塔 大酒店 标准与 程序
Position: Butlers 职位：专职管家
Department: Housekeeping Dept. Head: Jevons Yang 部门：客房部 部门经理：仰平
GM Approval: Chuck Abbott Date: 1 May 2001 总经理批准：安奕德 日期： 2001 年 5 月 1 日
Task: Handling Guest In Room Code: RM-BU-A020 任务：客房内入住登记的处理 序号： RM-BU-A020
Registration

Printed Date:1/18/2001 PAGE: 4/4