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
HM Approval: Paul Nash Date: Dec 1, 01 酒店经理批准：黎瑞邦 日期：2001 年 12 月 1 日
Task: Hotel information Confidentiality Code: RM-BU-A015 任务 ：饭店信息保密 序号： RM-BU-A015

Standard: 标准：
The strictest confidentiality with regards to internal hotel information, contracted rates, 直接影响酒店的信息如：合同、客人信息、财务、预算等所有员工都有责任，有义
guest information, financial results and budgets etc. must be adhered to at all times by 务为酒店及客人保密。
all associates, to protect business interests of the hotel, the privacy of guests and owner
interests.

Procedures: 程序：
1. Associates should never disclose internal hotel information to external 1. 员工不可以把酒店的保密信息告诉非酒店员工。如：
people. Sensitive internal information can for example be:  财务信息
 Financial results
 销售合同
 Contracts rates
 经营策略
 Business strategies
 报表和预算
 Budget and forecasts
 重大会议
 Contents of internal meetings

2. Where a caller requests information such as, hotel occupancy, average rate, 2. 作为饭店的一员，当客人(电话)问询敏感的饭店信息时要严格保密。
names of long stay guests, names of companies frequently the hotel, etc. refer 敏感信息包括：饭店出租率，平均房价，长住客人名单，合同公司
call to the Guest Service Manager or Duty Manager. 名单等。如果对方坚持询问，告知宾客服务经理处理。

3. If the caller persists notify the Front Services Manager. 3. 紧急情况请立即通知前厅部经理。

4. If any one requests information or documents, reports with the above 4. 如果有任何人需要上述的信息或文件，向客户经理或前台客户经理
information, refer all request through the GSM or FSM. unless already given 汇报，除非已经从高级经理取得许可
authorization from senior management.
5. 一些客人的信息如：房价，房号，个人嗜好等也是不可向外界透露的。
5. Information relating to guests, such as rate, room-number, personal habits etc. 我们有责任保护客人的安全和隐私权。
is also considered confidential, to protect guests’ privacy and ensure the 6. 员工不可以在没有得到许可的情况下私自复印饭店文件和软盘。

Printed Date06/14/2008 PAGE: 1/2

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
HM Approval: Paul Nash Date: Dec 1, 01 酒店经理批准：黎瑞邦 日期：2001 年 12 月 1 日
Task: Hotel information Confidentiality Code: RM-BU-A015 任务 ：饭店信息保密 序号： RM-BU-A015

security of the guest. 7. 如果有人要求得到机密信息时要向上级报告。

6. Associates are not permitted to copy files on floppy-disks and remove them
- 完 -
from the hotel.
7. Report to the management if someone requests for confidential information.

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