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Standard:Butlerswillhavebasicknowledgeaboutmattersofticketingandabletocompletesomebasicstepsinresolvingthem.标准：专职管家应有关于机票事宜的基本知识，并能够完成解决这些问题的基本步骤。Procedures:1.Butlersshallbeknowledgeableoftypeofguestrequestsrelatingtomattersofair-ticketing:§Reservation:Toreserve/bookaseatonaflightforaguestorpassenger.§Reconfirmation:Toconfirmwithairlinethatguestisleavingonaparticulardayviaaparticularflight.§Change:Tochangeguest’sdeparturedate,flightnumber/departuretime.§Re-route:Changingofdestination.§Endorsement:Changingofcarrier/airlinecompany.§Refund:Canonlybedonebyguestfromplaceofissueorpurchasing.2.Butlershallbeknowledgeableofkeyinformationindicatedonair-ticket:§Nameofpassengers§Departuredate/time§Nameofairlinecompany§Flightnumber§Classofseats§Fromwhichcitytowhichdestination§Reservationstatus程序：1.专职管家在客人各种关机票事宜的要求上应具备足够丰富的知识：§预定：为客人或乘客在某一航班上保留/预定一个位子。§确认：与航空公司确认客人将在特定的日期经由特定的航班离开。§更改：更改客人的离开日期，航班号/离开时间。§变更旅程：变更目的地。§迁票：变更航班/航空公司。§退票：只能经由客人从出票或购票处完成。2.专职管家应对机票上显示的关键信息足够了解：§乘客姓名§离开日期/时间§航空公司§航班号§舱位§从哪一城市至那一目的地§预定情况§机票号§Ticketnumber§Validityperiod§Freebagallowance§Ticketrestrictions3.Butlershallalwaysaskforsecond/thirdoptionsfromguestsuponhandlingtherequests.4.Butlersshalltakepersonalresponsibilityofsafeguardingguest’sair-ticketsduringtherequestprocess.5.Forreferencepurpose,butlersshallalwaysaskfornameofairlinestaffwhoheisspeakingtoaftertheydonetherequests.6.Butlersshallplaceguestair-ticketinAir-ticketEnvelopeuponhandingitbacktoguestaftercompletingofservice.7.Butlersshallalwayshandair-ticketsbacktoguestinperson.§有效期§允许随身携带多少包件§机票限制3.专职管家在处理这些要求时将总是从客人处询问并得到第二/第三种选择。4.专职管家个人在处理过程中将对客人的机票安全负有责任。5.出于参考的目的，专职管家在处理完这些要求后需总是问得他所与之对话的航空公司员工的姓名。6.专职管家在完成服务后需将客人的机票置于票夹内交还给客人。7.专职管家总是需亲手将机票交回给客人。Standard:AllButlerswillconstantlythinkingofwaystoservicetheGuestbymeansofofferingGuestsPreferencesbeforetheyask.Byobservationofgestures/facialexpressionsandbyknowledgeofinformationinGuestHistory,wewillprovidepersonalizedGuestsserviceonaconsistentbasis.标准：所有的专职管家要经常思考服务客人的方法，在客人提出要求前为客人提供他们想要的服务。通过观察客人的手势/面部表情，以及从客人历史记录上记载的信息，我们将在一贯的基础上为客人提供个人化的服务。Procedures:1.AllButlersshallreviewallarrivingguestsneedsandpreferenceslocatedinGuestHistory.2.Byunderstandingandstudying/updatingeachGuestneedsandpreferencesButlerswilldelivertheservicebeforetheGuestsask.3.UsingObservationSkillsonewilldetermine程序：1.所有的专职管家应熟知所有预抵客人客史里的需求与喜好。2.通过了解和学习每一位客人的需求和喜好,专职管家将在客人要求前提供服务。3.通过观察的技巧，专职管家可以得知客人的需求。观察肢体语言，手势，面部表情例Guestsneeds.LookingatBodyLanguage,handgestures,facialexpressionsuchasconfused,excited,lookingforsomethingetc,aButlerwillatleastofferhis/herassistance.ButifitcanbedeterminedwhattheGuestisrequiring,thencompletetheservicetotheGuests.4.ButlerswillinspectGuestroomsintheabsenceofGueststofindGuest...