The Shangri-La Experience
Page 18
Engineering & Housekeeping Services
Respect for privacy and comfort
1. When entering the guest room, we will use guest’s name, and greet each guest individually, especially children provide warm greeting to each guest, especially children, and use guest name if possible. (When we enter the guest’s space we will demonstrate courtesy by acknowledging everyone. Too often, servers only greet the male or the guest who answers the door, leaving an awkward silence for others.) 2. If we are delivering an item to the room, we will offer to enter the room and place the item in the desired location; if set-up is required, we will offer to do so, and to plug in electrical devices 3. When we visit a room to provide a routine service and the guest is present, we will not ask to do the service, but instead immediately enquire a convenient time to return (Each engineer and housekeeper will carry a card with a clock-face so the guest can point out the time in event of lack of language fluency.) 4. When we visit a room to make a repair at the request of the guest, we will apologize for the inconvenience, explain what we will be doing, and how long it will take 5. When we complete a repair in a guest room, we will ensure that all tools and supplies are removed, that all debris and smudges are cleaned, and that guest property is returned to its exact original location
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
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