皇金管家培训讲义

为特殊人举办的特殊培训EXCEPTIONAL TRAINING FOR EXCEPTIONAL PEOPLE家庭管家培训课程表HOUSEHOLD BUTLER TRAINING MANUAL第一天 DAY ONE现代管家生活方式的管理者MODERN BUTLERLIFE STYLE MANAGER管家职能和角色的要素IMPORTANT ELEMENTS OF BUTLER FUNCTION AND ROLE肢体语言BODYLANGUAGE举止DEPORTMENT讲话SPEECH服务的一致性CONSISTENCY IN SERVICE家务规则RULES OF THE HOUSEHOLD制定你的标准SETTING YOUR STANDARDS与家务员工打交道DEALING WITH HOUSEHOLD STAFF家政员的角色THE ROLE OF THE HOUSEKEEPER与厨房员工联络LIAISING WITH KITCHEN STAFF大厨的角色THE ROLE OF THE CHEF顾主的期望THE EXPECTATIONS OF THE EMPLOYER解释你顾主的希望INTERPRETING YOUR EMPLOYERS WISHES取得优异的服务ACHIEVING EXCELLENCE IN SERVICE转达计划FORWARD PLANNING计划最小的细节PLANNING THE SMALLEST DETAILS计划可做和可错之事PLANNING FOR THINGSTHAT CAN AND WILL GO WRONG重复正确之事REPEATING THE THINGS THAT GO RIGHT分析出错之事ANALYSING THE THINGS THAT WENT WRONG继续改进你的服务CONTINUALLY IMPROVING YOUR SERVICE保存记录KEEPING RECORDS储存信息STORING INFORMATION餐厅 THE DINING NROOM 餐布LINEN银器SILVER刀叉CUTLERY玻璃器皿GLASS餐布的类型及其使用、储存、清洗和保护TYPES OF LINEN ITS USE, STORAGE, CLEANING AND CARE瓷器的类型及其使用、储存、清洗和保护TYPES OF CHINA ITS USE, STORAGE, CLEANING AND CARE银器的类型及其使用、储存、清洗和保护TYPES OF SILVER ITS USE，STORAGE. CLEANING AND CARE刀叉的类型及其使用、储存、清洗和保护TYPES OF CUTLERY ITS USE. STORAGE，CLEANING AND CARE玻璃器皿的类型及其使用、储存、清洗和保护TYPES OF GLASS ITS USE, STORAGE，CLEANING AND CARE上述的实践演示PRACTICAL DEMONSTRATION OF THE ABOVE破损BREAKAGES可能发生的问题PROBLEMS THAT CAN OCCUR库存清单INVENTORY物品的丢失ITEMS MISSING餐桌椅DINING TABLES/CHAIRS边桌服务台SIDEBOARDS/SERVICE TABLES排列 LAY OUT 擦亮桌/椅 POLISHING TABLES AND CHAIRS布置边桌SETTING UP THE SIDEBOARD何时使用、哪里放置服务台WHEN TO USE AND WHERE TO PUT SERVICE TABLES安排餐厅ARRANGING THE DINING ROOM准备餐桌TABLE PREPARATION为一人布置餐桌A SINGLE COVER为二人布置餐桌SETTING FOR TWO为4/6/8人布置餐桌SETTING FOR 468为更多人布置餐桌SETTING UP FOR LARGER NUMBERS第二天 DAY TWO早餐服务BREAKFAST SERVICE时间TIMING开始SET UP准备PREPARATION菜单MENU服务SERVICE自助特色BUFFET STYLE正式服务FORMAL SERVICE托盘服务TRAY SERVICE实际考虑PRACTICAL CONSIDERATIONS午餐服务LUNCH SERVICE地点LOCATION时间TIMING开始SET UP准备PREPARATION菜单MENU服务SERVICE自助餐特色BUFFET STYLE正式服务FORMAL SERVICE实际考虑PRACTICAL CONSIDERATIONS正餐服务DINNER SERVICE地点LOCATION时间开始准备TIMING/SET UP/PREPARATION正式服务FORMAL SERVICE非正式服务INFORMAL SERVICE实际考虑PRACTICAL CONSIDERATIONS为所有餐食预先做准备ADVANCE PLANNING FOR ALL MEALS预先准备ADVANCE PREPARATION可能办错之事THINGS THAT CAN GO WRONG如果的情况下会发生什么WHAT HAPPENS IF菜单的计划MENU PLANNING早餐菜单BREAKFAST MENUS午餐菜单LUNCH MENUS正餐菜单DINNER MENUS下午茶菜单AFTERNOON TEA MENUS快餐菜单SNACK MENUS晚餐菜单SUPPER MENUS宴会的菜单MENUS FOR LARGER PARTIES节日和专门场合的菜单FESTIVE AND SPECIAL OCCASSION MENUS为有忌食和节食人的菜单MENUS FOR PEOPLE WITH Al I FRGIES AND DIETS在选择菜单上的服务考虑SERVICE CONSIDERATIONS IN SELECTING MENUS呈上菜单MENU PRESENTATION菜单的印制MENU PRINTING储存菜单信息STORING MENU INFORMATION顾主和宾客们的资料EMPLOYER AND GUEST PREFERENCES厨房计划KITCHEN PLANNING设备EQUIPMENT清洗CLEANING卫生HYGIENE食品和储存 FOOD ITEMS AND STORAGE干货DRY GOODS奶制品DIARY PRODUCTS肉食MEAT鱼FISH水果和蔬菜VEGETABLES AND FRUIT奶制品的运交DAILY DELIVERIES数量和质量QUANTITY AND QUALITY运交笔记和催款发票DELIV巨尺Y NOTES AND INVOICES货物财会GOODS ACCOUNTING每日和每周的盘点DAILY AND WEEKLY STOCKTAKE与大厨或厨师联络LIAISING WITH CHEF OR COOK厨房员工的关系KITCHEN STAFF RELATIONS饭前简令PRE MEAL BRIEFING餐饮过程中的联系LIAISING DURING MEAL SERVICE餐食服务中的协助ASSISTING DURING MEAL SERVICE购买食品PURCHASE OF FOOD准备餐厅和餐桌PREPARE DINING ROOM AND TABLE准备午餐和服务PREPARE LUNCH AND SERVE午餐前的简令PRE LUNCH BRIEFING清空餐厅和餐桌CLEAR DINING ROOM ANDTABLE清空和清洗厨房CLEAR AND CLEAN KITCHEN讨论服务DISCUSSION ON SERVICE讨论食品的准备DISCUSSION ON FOOD PREPARATION食品的预算财会FOOD BUDGETS/ACCOUNTING食品的采购FOOD PURCHASES第三天 DAY THERE红酒RED WINE白酒WHITE WINE香槟酒CHAMPAGNE开酒OPENING WINE倒酒POURING WINE开香槟酒OPENING CHAMPAGNE倒香槟酒POURING CHAMPAGNE处理家酿酒DEALING WITH VINTAGE WINES正确的玻璃器皿THE CORRECT GLASSWARE餐中上酒WINE SERVICE DURING MEAL细颈瓶DECANTERS滤酒器DECANTING WINE开瓶、倒酒和香槟酒的实际训练PRACTICAL TRAINING OPENING，POURING WINE ANDCHAMPAGNE酒和食品的结合WINE AND FOOD COMBINATIONS开胃酒烈酒APERITIFS/SPIRITS烈酒法国白兰地酒葡萄酒LIQUEURS/COGNAC/PORT玻璃器皿的类型 TYPES OF GLASSWARE酒吧的布置和服务 BAR SET UP AND SERVICE烈性细颈瓶酒SPIRIT DECANTERS酒吧设备BAR EQUIPMENT酒吧的地点和设置BAR LOCATION AND SET UP餐前饮料服务PRE MEAL DRINK SERVICE混合饮料和鸡尾酒MIXED DRINKS AND COCKTAILS烈酒服务LIQUEUR SERVICE葡萄酒服务的礼仪THE ETIQUETTE OF SERVING PORT家酿酒和法国白兰地酒VINTAGE COGNAC AND ARMAGNAC预定并采购裂酒ORDERING AND PURCHASING SPIRITS烈酒和其他饮料的盘点STOCKTAKE OF SPIRITS AND OTH巨尺DRINKS饮料的保安SECURITY OF DRINK ITEMS鸡尾酒书和资料COCKTAIL BOOKS AND INFORMATION雪茄CIGARS雪茄的保管CIGAR CARE雪茄的服务CIGAR SERVICE保持一定湿度的雪茄烟盒HUMIDORS晚到/棘手的宾客LATE GUESTS/AWKWARD GUESTS喝醉/好打听的宾客DRUNKEN GUESTS/INQUISITIVE GUESTS餐饭的中断MEAL INTERUPTIONS服务问题SERVICE PROBLEMS服务中的溢出SPILLAGES DURING SERVICE宾客离开GUEST DEPARTURE布置场地 SETTING THE SCENE餐前简令PRE MEAL BRIEFING职责的总分派GENERAL ALLOCATION OF DUTIES服务中特殊任务的详细分派DETAILED ALLOCATION OF SPECIFIC TASKS DURING SERVICE车和停车CARS AND PARKING问候宾客GREETING THE GUESTS大衣COATS卫生间设施TOILET FACILITIES蜡烛CANDLES花FLOWERS音乐MUSIC加热冷却HEATING/COOLING在服务前和过程中与厨房联络LIASING WITH THE KITCHEN DURING BEFORE AND DURINGSERVICE在服务中的清空和清洁CLEARING AND CLEANING DURING SERVICE餐后服务AFTER DINNER SERVICE清空餐厅CLEARING THE DINING ROOM清洁厨房CLEANING THE KITCHEN宾客离开GUESTS DEPARTING家务的标准 HOUSEHOLD STANDARDS员工关系STAFF RELATIONS家务规则RULES OF THE HOUSEHOLD制定你的标准SETTING YOUR STANDARDS员工纪律STAFF DISCIPLINE同顾主联系LIAISING WITH EMPLOYER谁干什么WHO DOES WHAT与家政工联络LIAISING WITH HOUSEKEEPING STAFF家政工的角色THE ROLE OF丁日E HOUSEKEEPER与厨房员工联络LIAISING WITH KITCHEN STAFF大厨的角色THE ROLE OF THE CHEF第四天 DAY FOUR清洁标准CLEANING STANDARDS清洁程序表CLEANING SCHEDULES清洁的提供CLEANING SUPPLIES家务巾布处理HOUSEHOLD LINEN PROCESSING家务维修和修复HOUSEHOLD MAINTENANCE REPAIRS AND RESTORATION深度清洁DEEP CLEANING结束家务CLOSING A HOUSEHOLD开始家务OPENING A HOUSEHOLD装饰和内部设计DECORATING AND INTERIOR DESIGN家务库存HOUSEHOLD INVENTORY检查房间CHECKING A ROOM贵重物品和古董VALUABLES AND ANTIQUES地毯的保养、维护和清洗MAINTENANCE, CARE AND CLEANING OF CARPETS木地板WOODEN FLOORS家具FURNITURE披盖DRAPES巾布LINENS镜子MIRRORS与家务员的联络 LIAISING WITH HOUSEKEEPING浴室BATHROOM卧房BEDROOM起居室LOUNGE餐厅DINING ROOM走道HALLWAY图书馆LIBRARY书房STUDY休息室DRAWING ROOM宾客卧房的准备工作GUEST BEDROOM PREPARATION卧房晚上熄灯EVENING TURN DOWN OF BEDROOM宾客浴室的准备工作GUEST BATHROOM PREPARATION花FLOWERS令人愉快的事情AMENITIES卫生用品TOILETRIES细微末节SMALL DETAILS宾客到达信息GUEST ARRIVAL INFORMATION欢迎宾客WELCOMING THE GUEST陪同宾客ESCORTING THE GUEST让宾客轻松PUTTING THE GUEST AT EASE向宾客提供信息GIVING INFORMATION TO GUEST处理宾客的行李DEALING WITH GUEST LUGGAGE帮助宾客打开行李ASSISTING GUEST TO UNPACK紧急熨衣URGENT PRESSING问题宾客PROBLEM GUESTS有问题的宾客GUESTS WI丁日PROBLEMS打开行李UNPACKING折叠衣物FOLDING CLOTHING洗烫衣物的职责VALETING DUTIES家务管理职责 HOUSEHOLD MANAGEMENT DUTIES洗衣LAUNDRY干洗DRY CLEANING熨烫PRESSING鞋的保养和擦亮SHOE CARE AND POLISHING衣橱的管理WARDROBE MANAGEMENT保持记录KEEPING RECORDS铺开衣物LAYING OUT CLOTHES不期望的造访人UNWANTED CALLERS顾主的机密EMPLOYERS CONFIDENTIALITY电话技巧TELEPHONE TECHNIQUE电话和地址簿TELEPHONE AND ADDRESS BOOK外部联系人OUTSIDE CONTACTORS本地联系人LOCAL CONTACTS来访人VISITORS TO THE HOUSEHOLD保安SECURITY文具STATIONARY报纸和杂志NEWSPAPERS AND MAGAZINES第五天 DAY FIVE家务预算HOUSEHOLD BUDGETS电脑的使用COMPUTER USAGE不超越你的职权NOT EXCEEDING YOUR AUTHORITY保持员工纪律MAINTAINING STAFF DISCIPLINE制定你的规定SETTING YOUR RULES建立起你的权威ESTABLISHING YOUR AUTHORITY就员工问题同顾主联络LIAISING WITH EMPLOYER ON STAFF ISSUES员工的培训STAFF TRAINING管家茶水间THE BUTLERS PANTRY管家紧急用品BUTLERS EMERGENCY ITEMS实用品的作用发挥ROLE PLAY OF PRACTICAL ITEMS实际和书面测试PRACTICAL AND WRITTEN TESTSBUTLER TRAINING PROGRAMME PRESENTATION英式管家培训项目讲义一、What is a Butler?一、英式管家定义？The dictionary definition is The principal manservant of a householdThis definition remains true even when the butler is employed in a hotel. When the guest checks in and has occupied his suite then this becomes his household, the butler caring for him becomes the manager of the suite(household) and in effect an employee of the guest管家在词典中的含义是“家族男朴主管”。在酒店中工作的管家，其职责同样符合此定义。客人一旦入住酒店，我们就成为他们的私人管家，成为套间（家庭）的“经理”，客人的雇员。二、WHAT DOES A HOTEL BUTLER DO?二、酒店管家的职责？In a hotel the butlers main function is to take care of guest request, bookings, reservation, problems, complaints, supervise and coordinate every service that guest receives in suite and to ensure guest satisfaction by paying attention to the smallest detail from arrival to departure.酒店管家的主要职责是负责处理客人的需求、预约、预定、问题、投诉；监督和协调客人所接受的各项服务；关注客人入住整个过程中的各项细节，确保客人满意而归。三、W HY HAVE A BUTLER DEPARTMENT?三、为何要设立管家部门？Modem hotels have become very departmentalized yet clearly as a guest in a hotel there are many instances when the services provided by one department cross over into another department or when the actions of a department could be improved by information or assistance received from anoth department, sadly this does not happen often in the modem hotel.现代酒店的部门分r非常明确。但客人在酒店的逗留期间，所需要的服务通常是需要两个部门或多个部门协同工作来完成的；且各部门也本可以通过部门间的信息传递和帮助来提高自身的服务水平；然而这种协同服务的模式在现代酒店中仍不常见。The butler is a multi skilled professional trained to assist all departments within the hotel he is not tied to any one department but has only one goal which is guest satisfaction. It is only with butler service that a truly seamless service can be achieved since the butler is trained to pass and act on information received from guest or other departments concering guest satisfaction. With an effective reporting procedure in place the butler becomes the eyes and ears of senior management thus ensuring that management can monitor the guest satisfaction or otherwise throughout the stay and therefore any problems can be resolved immediately whilst guest is in hotel.管家接受了多方面服务的培训，能够协同酒店任何一个部门的丁作。他们并非隶属与某一部门，其职责就是让客人满意。只有管家服务才是真正的无缝服务，因为管家能够从客人处或手他部门处获得信息，传递信息或执行任务，使客人满意。通过建立有效的汇报程序，管家亡成了酒店高级管理层的耳目，确保管理部门的监督工作，保证客户在酒店逗留期间一切问题均能得到妥善解决，生活舒心，满意而归。四、Butler Training for the 21st century四、21世纪的管家培训The guilds training focuses on outstanding service through the attention of the small detail of guest care and comfort.英国专业管家行会设置的培训课程旨在培养学员在照顾客人时注重细节，提供卓越的服务。The guest of today is usually a well traveled discerning person who compares service from one hotel to another on a global scale.当今的酒店旅客通常有着丰富的住店经验，他们会比较全球范围内在不同酒店的入住经验。The modern traveler at a certain level expects to receive the same level of service from every hotel they visit and does not take into account that the hotel may be in a country that does not have a long tradition of caring for the international traveler.当今的旅客希望在任何酒店中都能获得同样的待遇，而全然不会考虑该国酒店没有照顾国际旅客的历史和经验。Guest paying a premium to stay in a luxury hotel expects to receive the same level of service to be found in luxury hotels throughout the world.客人支付昂贵的费用，希望能在全球的奢华酒店中获得同样的服务水平。The guests expectations of service do not alter due to the country where they are staying or the cultural differences to be found in various countries.客人在全球不同国家、不同文化背景的地方住店，却从未改变他们对酒店的服务要求。Butler training by the guild takes this into account and trains butlers how to care for the internationa traveler.行会提供的管家培训针对这一点设置课程，帮助管家妥善招待国际旅客。The training encompasses how to deal with a wide variety of nationalities each with their own cultural differences and requirements when it comes to luxury service.培训课程主要讲述在为客户提供奢华服务的过程中，我们如何妥善处理不同国籍、文化和需获所带来的相关问题。STANDARD：标准： FILE 文件PROCEDURE：ROLE OF THE BUTLET 规程：管家职责 NO.编号The main role of a butler is that of a personal assistant,管家主要职责是充当客人的私人助理;Anticipating the guests needs rather than waiting to be asked.预测客人的需求，而不是等待客人提出需求;In addition to housekeeping, food and beverage service,负责客房服务、餐饮服务;A butler requires to be well versed in personal care and valeting除此之外，还必须精通私人护理和服侍;The criteria for such a position in often high,该职位的标准通常较高A butler needs to be管家需要做到以下几点：Prompt准时Courteous谦恭Organized,有组织性Well-groomed穿着得体Honest诚实Trusting信任Trustworthy,值得信赖Friendly but not familiar友好而非亲密Reliable可靠Low-key低调A butler is an unobtrusive professional committed to the highest standards of service管家是一名谦虚谨慎的专职人员，致力于提供最高标准的服务。They are very often the first and last point of contact for the household guest在客人入住的第一刻和离店的最后一刻，管家都负责妥善的安排客人的一切需求。This is seen as the best the household can offer an ambassador!可以看出，优秀的管家即是客人的公仆！OUTSTANDING SERVICE 卓越服务Every aspect of a service experience will be improved by服务过程的方方面面均可通过以下方式进行改进：A service standard服务标准Take nothing for granted不应想当然Take yourself htrought the EMPLOYERS experience把自己看成雇主监督服务工作Make note of every step记录服务的每一步Look at the points which delight YOUR EMPLOYER注意能够取悦雇主的方方面面Make changes to the areas that could disappoint解决令人失望的方面Close scrutiny of every system仔细审查整个服务体系Careful management of staff and resources妥善管理酒店员工和资源Attention to the smallest detail注意细节问题GREAT SERVICE IS TO ACCIDENT IT REQUIRES优秀的服务不得有任何差错CAREFUL PLANNING周详的计划THOROUGH TRINING全面的计划PRECISE INSTRUCTIONS准确的指导HOW CAN YOU TELL ITS WORKING如何判断服务水平的提升Favorable letters and comments from employer increase客人留下的感谢信和好评留言日益增多House guests arrive with a smile客人开心入住Guests thank you when leaving客人退房时向我们表示感谢Other people askhow “you are doing it”其他人向我们询问：“你怎么做到的？”Employer is more open with problems and comments雇主对待问题和评价日益开放Complaints are more easily dealt with投诉处理日益简单Less complaints from employer雇主投诉日益减少Employees are happier in their work environment同事对工作环境更为满惫HOW CAN YOU TELL WHEN ITSNOT WORKING如何判断服务水平尚未提高EMPLOYERS ARE N0T SMILING；雇主并非开心EMPLOYEES ARE NOT SMILING同事并非开心COMPLAINTS ARE RISING投诉率增加EMPLOYERS ARE SHOUTING雇主大声叫喊EMPLOYEES ARE NERVOUS同事变得紧张HOUSE GUESTS NERVOUS AND NOT RELAXED客人变得紧张，气氛并非轻松STAFF TURNOVER RISES员工流动变快EMPLOYERS DO LESS ENTERTAINING AT HOME雇主在家的休闲时间变少LESS COMMUNICATION BETWEEN YOU AND EMPLOYER管家同雇主的交流变少EMPLOYERS HAVE MEFIINOS IN THE HOUSE ON YOUR DAY OFF管家休假期间，雇主召开会议YOU ARE FINDING YOUR WORK UNSATISFACTORY你会发现自己的工作不足STANDARDS标准设立WHEN SETTING STANDARDS YOU HAVE TO BE SMART建立标准时，我们必须做到灵活机智（SMART)SPECIFIC 具体WHO THE STANDARDS APPLIES TO标准的适用对象WHAT ACTIONS ARE EXPECTED标准服务规范HOW CAN YOU TELL IF THE STANDARD IS BEING MET如何判断这一标准已经达到MEASURABLE 可量HOW CAN WE MEASURE STANDARDS如何衡量标准WHAT IS THE GOAL我们的目的是什么WHO DOES THE MEASURING衡量服务标准的人员是谁ACHEIVABLE 实际CAN WE ACHIEVE IT 100% OF THE TIME我们当前能否百分百的完成任务WILL THE STAFF STRIVE TO ACHIEVE IT员上会努力完成本任务吗RELEVANT 相关TO THE EMPLOYERS NEEDS注意雇主的需求TO THE STAFF EXPERIENCE注意员工经验TO THE EMPLOYERS EXPECTATIONS注意雇主的期望TO THE PHYSICAL PROPERTY注意具体资产TIMELY 及时CAN WE SET TIME FRAMES是否可以设置服务时间范围PERCEPTIONS OF TIME时间概念WATCH THE CLOCK注意看表MPLEMENTING NEW STANDARDS 新标准的施行DETERMINE WHAT EMPLOYERS REQUIRE确定雇主的需求DECIDE WHICH SERVICES TO IMPROVE确定需要改进的服务项口SET MEASURABLE STANDARDS AND WRITE THEM DOWN确定标准的可量指标，井予以记录MAKE STAFF A WARE THAT THIS IS GOING TO HAPPEN通知员工注意新标准的实施TRAIN STAFF TO ACHIEVE THE STANDARD培训员工，达到新标准的要求MEASURE STANDARDS ON REGULAR BASIS根据日常服务表现衡量标准实施效果KEEP STAFF INFORMED OF PROGRESS通知员工服务的改进程度REWARD SUCCESS给予奖励REEVALUATE YOUR STANDARDS REGULARLY定期重新评估服务标准 STANDARD NO. 26 ENTERING 标准26：进入客房 KNOCK TWICE ONLY 敲门两次COUNT 10 SECONDS默数10秒KNOCK TWICE ONLY再次敲门两次OPEN DOOR AJAR ONLY 打开房门直至虚掩状态 ANNOUNCE NAME AND FUNCION报上姓名和职责LISTEN FOR RESPONSE聆听客人的回应ENTER ROOM进入客房SETING STANDARDS FOR BEHAVIOUR标准行为规范 ITS AN AUDITION 演示 ALL GUESTS MUST BE ACKNOWLEDGED AND GREETED AS SOON AS THEY ENTERYOUR HOSPITALITY ZONE客人进入你的服务区内，必须感到受到了盛情的迎接A SMILE TELLS GUESTS THAT YOU AREPLEASED TO SEE THEM微笑：表明我们见到客人非常高兴A SMILE SHOWS A GUEST THAT YOU AREFRIENDLY 微笑：表明我们非常友好A SMILE IS THE OPENING GESTURE OF ACONVERSATION 微笑：是展开话题的良好开端 GET THE GUEST TOSMILE AT YOU微笑：客人会向我们报以同样的微笑 BY USING A GUESTS NAME WE ARE TREATING THEM AS INDIVIDUALS使用客人的姓名，注意服务的个性化EVERYBODY WANTS TO BE RECOGNIZED每个人都希望被别人认出来，满足他们的虚荣心 WE ALL WANT TO BE LIKED我们都希望受到欢迎IF YOU DONT KNOW ITFIND OUT 如果还未发现这一点，请注意观察 EXAMPLES OF ITEMS FOR GUEST INFORMATION/HISTRY I. Birthdays 客人生日26. Previous complaints此前投诉内容2. Anniversary 客人周年纪念日27. Complaint this visit本次入住投诉3. Special Occasion 特殊事件28. Physical handicap身体残疾4. Repeat guest 熟客29. Allergies过敏5. usual game played 喜爱的游戏30. Dietary requirements饮食需求注意6. Casino Host 赌场市场开发人员31. Likes喜爱的人或物7. Suite preference 套房设置偏好32. Dislikes厌恶的人或物8. Drink preference 酒水偏好33. Laundry requirements衣物洗涤需求9. Food preferences 饮食偏好34. Preferred restaurants餐厅偏好10. Tea/coffee preference 茶咖啡偏好35. Suite dining preferences套房就餐偏好11. Breakfast time早餐时间36. Requests packing行李打包请求12. Breakfast standing order 早餐常规订单37. Spa user Spa水疗用户13. Pillow type 偏爱枕头类型38. Preferred restaurant table餐桌偏好14. Wardrobe care 衣橱护理39. Preferred setting of suite套房陈设偏好15. Unpacking requested 行李开包要求40. Specific requests特殊要求16. Butler last visit 上次入住的管家41. Equipment brought on visit随行设备17. Wine preference 红酒偏好42. Time villa breakfast served别墅早长18. Music preferred 音乐偏好43. Computer user电脑用户19. Golfer 是否打高尔夫球44. Smoker/non smoker吸烟人士非吸烟人士20. Flowers preferred 花卉偏爱45. Cigarette type香烟类型2 1. Fruit preferred 水果偏爱46. Cigartype雪茄类型22. Newspaper 报纸偏好47. Toiletries preferred卫浴用品偏爱23. Home city家乡城市48. Movies watched电影偏爱24. Magazines read 杂志偏好49. Level of English spoken英文水平25. Preferred amenity 客用品偏好50. Languages spoken使用语言BUTLERS EMERGENCY ITEMS管家应急物品Hair spray发胶Tissue paper餐Iri纸Toothpaste牙膏Stockings长袜Razors剃须刀Toothbrush牙刷Clear nail varnish清亮的指甲油Shaver gel/cream剃须胶剃须膏Hairbrush/comb发刷硫子Deodorant除臭剂Scissors剪刀Eye mask眼贴Tampons卫生棉条Hair gel/mousse咕哩膏摩斯Vaseline凡士林Sanitary pads卫生巾Disposable napes一次性尿布Batteries电池Shoelaces鞋带Dummys模型或代用品Safety pins安全别针Condoms避孕套Disposable lighters一次性打火机plastic gloves塑料手套String细绳Sock