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    FB-SOP-D&D-049 (Guest Intoxication)

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    aungthuranaing17
    This document outlines the standard procedure for handling intoxicated guests at the St. Regis Hotel & Resorts. It instructs staff to remain calm, monitor guests who drink excessively, and deal with intoxicated guests away from other patrons. The procedure describes speaking to intoxicated guests firmly but politely, offering them water, and having security assist overly intoxicated guests or those unable to find their rooms. The goal is to address the situation calmly and discreetly without embarrassing the guest.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    FB-SOP-D&D-049 (Guest Intoxication)

    Uploaded by

    aungthuranaing17
    16 views2 pages
    This document outlines the standard procedure for handling intoxicated guests at the St. Regis Hotel & Resorts. It instructs staff to remain calm, monitor guests who drink excessively, and deal with intoxicated guests away from other patrons. The procedure describes speaking to intoxicated guests firmly but politely, offering them water, and having security assist overly intoxicated guests or those unable to find their rooms. The goal is to address the situation calmly and discreetly without embarrassing the guest.

    Original Title

    FB-SOP-D&D-049(Guest Intoxication)

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    This document outlines the standard procedure for handling intoxicated guests at the St. Regis Hotel & Resorts. It instructs staff to remain calm, monitor guests who drink excessively, and deal with intoxicated guests away from other patrons. The procedure describes speaking to intoxicated guests firmly but politely, offering them water, and having security assist overly intoxicated guests or those unable to find their rooms. The goal is to address the situation calmly and discreetly without embarrassing the guest.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    16 views2 pages

    FB-SOP-D&D-049 (Guest Intoxication)

    Uploaded by

    aungthuranaing17
    This document outlines the standard procedure for handling intoxicated guests at the St. Regis Hotel & Resorts. It instructs staff to remain calm, monitor guests who drink excessively, and deal with intoxicated guests away from other patrons. The procedure describes speaking to intoxicated guests firmly but politely, offering them water, and having security assist overly intoxicated guests or those unable to find their rooms. The goal is to address the situation calmly and discreetly without embarrassing the guest.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Standard & Procedure

    标准和程序

    Task： Intoxicated Guest Date Updated:2013/10/10


    REF 编号: FB-SOP-D&D-049
    任务: 喝醉酒客人 更新日期：2013/10/10

    Department: Food and Beverage Initiated by: Director – Food & Beverage Signature: Stephane Tremblay
    部门： 餐饮部 拟稿：餐饮部总监 签名：

    Section: Decanter&DrawingRoom Approved by: General Manager Signature: Richard Deutl


    分组：闲逸廊品酒阁 批准：总经理 签名：

    Standard 标准:
    It is the standard of St. Regis Hotel & Resorts that all staffs are equipped with the knowledge to handle any impromptu
    situation happen during operation hours.
    Intoxicated is cause by drinking excessive amount of alcohol which results in mentally or emotionally exhilarated.
    瑞吉酒店的标准是所有员工都要知道如何处理喝醉酒客人的情况

    Procedure 程序：
    (1) Always observe if there are any guest who drink too much, showing the sign of intoxicated
    留意是否有客人喝酒太多，有兴奋的趋势

    (2) Stay calm, inform the security staff and duty manager be on stand by
    保持冷静，通知保安和餐厅经理到岗

    (3) Don’t argue with the intoxicated guest


    不要与醉酒客人争论

    (4) Don’t embarrass the guest especially in front of other people


    不要羞辱客人，尤其当着其他客人面

    (5) Invite the problem guest to an area away from other guests, where you can talk
    请求醉酒客人到别的区域，以免影响到别的客人

    (6) Give him/her a glass of warm water


    给他一杯温水

    (7) Deal with the situation in a calm, friendly way. Speak to person directly and firmly explain that he might be intoxicated
    平静的与客人谈话

    (8) Ask the guest if he/she need more water


    询问客人是否需要更多的水

    (9) Ask the guest if he/she like to sign the bill now
    询问客人是否可以埋单

    (10) If the guest show any violent, notify the security staff and have action take *This is the last result
    如果客人行为不受控制，需要保安协助

    (11) If guest over intoxicated and wasn’t able to recognize his room, if the present of the Duty Manager and Security staff.
    The staff will search for the room card.
    如果客人不记得自己房间号，让值班经理和保安协助，去找到客人的房卡

    Last Update 10/12/2013 PAGE: 1/2


    PAGE: 1/2
    Standard & Procedure
    标准和程序

    Task： Intoxicated Guest Date Updated:2013/10/10


    REF 编号: FB-SOP-D&D-049
    任务: 喝醉酒客人 更新日期：2013/10/10

    Department: Food and Beverage Initiated by: Director – Food & Beverage Signature: Stephane Tremblay
    部门： 餐饮部 拟稿：餐饮部总监 签名：

    Section: Decanter&DrawingRoom Approved by: General Manager Signature: Richard Deutl


    分组：闲逸廊品酒阁 批准：总经理 签名：

    (12) After bill settled, the security staff will assist the guest back to their room.
    签完账单后，保安人员客人回房
    -End-
    -完-

    Last Update 10/12/2013 PAGE: 1/2


    PAGE: 1/2

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