Atlantis Sanya
Butler Knowledge Hub
Select your language / Выберите язык
🇬🇧
English
🇷🇺
Русский
Home
Knowledge Base
Scenarios
Forbes Standards
Room Types
Training
SOPs
Training Calendar
Exam
Gestures
EN
RU
Knowledge Base
Answers to every situation a butler might face at Atlantis Sanya
All
Complaint Handling
Room & Facilities
Technology & WiFi
Arrival & Departure
Food & Beverage
Housekeeping
Guest Requests
Pool & Beach
Safety & Security
Aquapark
Aquarium
Dolphin Bay & Shows
Spa & Wellness
147 articles found
Spa & Wellness
Intermediate
What treatments and prices does the Zhongxing TCM Clinic offer?
Spa & Wellness
Basic
Where is the Zhongxing TCM Clinic located and how do I book a treatment for a guest?
Food & Beverage
Basic
Where is the Ossiano underwater restaurant and can guests just walk in to look?
Pool & Beach
Basic
Is there bar service on the beach? Can we order drinks to our lounger?
Food & Beverage
Basic
Is there a bar on the upper floors of the hotel?
Pool & Beach
Basic
Why are the beach loungers locked and won't recline?
Pool & Beach
Basic
Is there a shower, toilet or changing room directly on the beach?
Food & Beverage
Basic
Where can guests enjoy alcoholic drinks at Atlantis Sanya?
Food & Beverage
Basic
Where can guests find European cuisine at Atlantis Sanya?
Pool & Beach
Basic
Does the hotel own the beach, or is it public?
Pool & Beach
Basic
Are the beach loungers and umbrellas free for hotel guests?
Pool & Beach
Basic
Is there shade at the beach lounger area?
Pool & Beach
Basic
How far is the beach from the hotel and how do we get there?
Aquapark
Basic
Can we go to the Aquapark wearing our hotel robes?
Aquapark
Basic
Where is the Aquapark located?
Aquapark
Intermediate
A guest has lost something in the Aquapark. What should I do?
Aquapark
Basic
Are there lockers in the Aquapark?
Aquapark
Basic
Can you help me book a cabana in the Aquapark?
Aquapark
Basic
Are there slides for children under 1.22m in the Aquapark?
Aquapark
Basic
Where can I buy a Fast Pass (快速通道) for the Aquapark?
Aquapark
Basic
Why are there so many people in the Aquapark?
Aquapark
Basic
What is the water temperature in the Aquapark?
Aquapark
Advanced
A guest says their children are lost in the Aquapark. What is the procedure?
Aquapark
Basic
Where can we get towels in the Aquapark?
Aquapark
Basic
Why is one of the Aquapark attractions not operating?
Dolphin Bay & Shows
Basic
Where is the C Show located?
Dolphin Bay & Shows
Basic
What is the difference between VIP and regular seats at the C Show?
Dolphin Bay & Shows
Intermediate
Can guests interact with sea lions? What activities are available?
Aquarium
Intermediate
Can we have a photo session at the Aquarium?
Aquarium
Basic
When is the best time to visit the Aquarium to avoid crowds?
Aquarium
Basic
Are there shows at the Aquarium?
Aquarium
Basic
Where are the beluga whales (white whales) in the hotel?
Dolphin Bay & Shows
Basic
What is the C Show and how do we get tickets?
Dolphin Bay & Shows
Basic
Is there a dolphin show? How do we attend?
Aquarium
Basic
What are the Aquarium opening hours?
Aquarium
Basic
Can we swim with the beluga whales?
Dolphin Bay & Shows
Intermediate
Can guests have a photo session with dolphins? How does it work?
Room & Facilities
Basic
How do I use the in-room safe?
Room & Facilities
Basic
The guest cannot open their in-room safe. What is the procedure?
Housekeeping
Basic
The room is dirty — there are streaks on mirrors and shower doors. What to do?
Room & Facilities
Basic
How do I use the coffee machine in the room?
Safety & Security
Basic
What are the red boxes at the top of the wardrobe?
Guest Requests
Basic
Does the hotel have an iron available for guests?
Housekeeping
Basic
The in-house guest's room has not been cleaned yet. How to handle?
Food & Beverage
Intermediate
We are checking out early tomorrow and won't make it to breakfast. Can we take food to go?
Complaint Handling
Intermediate
A guest says they were overcharged at a hotel restaurant. How to handle?
Complaint Handling
Advanced
A guest says they got food poisoning at one of the hotel restaurants. How to handle?
Food & Beverage
Basic
Where is breakfast served and what are the hours?
Food & Beverage
Basic
What restaurants are available at Atlantis Sanya? Where can guests dine?
Food & Beverage
Basic
Do guests need to book restaurants? How to make a reservation?
Food & Beverage
Intermediate
A guest says they are not being allowed into the breakfast restaurant. What should I do?
Food & Beverage
Basic
What is the difference between Kaleidoscope and Saffron restaurants for breakfast?
Food & Beverage
Basic
Is there halal food available at breakfast?
Room & Facilities
Intermediate
Why is my room not facing the sea?
Room & Facilities
Basic
The air conditioning in the room is not working. What are the steps?
Arrival & Departure
Basic
When will my room be ready?
Room & Facilities
Basic
Water is leaking from the shower in the room. What should I do?
Room & Facilities
Basic
The room smells of cigarettes — what should I do?
Room & Facilities
Basic
Is the mini-bar complimentary?
Room & Facilities
Basic
The room has a sewage smell — what are the steps?
Technology & WiFi
Basic
How do I connect my phone to the room TV?
Arrival & Departure
Basic
What time is check-in?
Food & Beverage
Basic
How can I order food to the room?
Pool & Beach
Basic
Does the beach belong to the hotel or is it public?
Pool & Beach
Basic
Is there shade near the sunbeds?
Pool & Beach
Basic
Are sunbeds and umbrellas paid or free for guests?
Pool & Beach
Basic
Is there a bar or restaurant at the beach? Can I order drinks without leaving my sunbed?
Pool & Beach
Basic
Are there showers, toilets and changing rooms at the beach?
Pool & Beach
Basic
Why are the sunbeds fixed in one position and won't adjust?
Pool & Beach
Basic
How far is the beach from the hotel?
Pool & Beach
Basic
Is there a free shuttle or transfer to the beach, and how often does it run?
Pool & Beach
Basic
Do I need to reserve sunbeds early in the morning or are there enough for everyone?
Room & Facilities
Basic
Is the mini bar complimentary?
Guest Requests
Intermediate
Can we have a photo session at the Aquarium?
Pool & Beach
Basic
Are there lockers in the Water Park?
Pool & Beach
Basic
Why is one of the attractions not working?
Food & Beverage
Advanced
We are not being allowed into breakfast. What should we do?
Guest Requests
Basic
Can we swim with the beluga whales?
Food & Beverage
Basic
What is the difference between breakfast downstairs and on the 48th floor?
Pool & Beach
Basic
Are there shows at the Water Park?
Guest Requests
Basic
Does the hotel have an iron?
Pool & Beach
Basic
Where can I get towels at the Water Park?
Food & Beverage
Basic
What is the difference between Kaleidoscope and Saffron? Which has better/more varied food?
Pool & Beach
Basic
Where is the Water Park?
Pool & Beach
Basic
Where can I buy a Fast Pass (快速通道)?
Food & Beverage
Basic
Where is breakfast served?
Safety & Security
Advanced
Our children are lost in the Water Park.
Food & Beverage
Basic
What are the breakfast hours?
Food & Beverage
Intermediate
We are checking out tomorrow and won't have time for breakfast. Can we take food to go?
Room & Facilities
Intermediate
Why doesn't my room have a sea view?
Pool & Beach
Basic
Why is the Water Park so crowded?
Guest Requests
Basic
Where are the beluga whales (white whales)?
Complaint Handling
Intermediate
The room smells of sewage.
Room & Facilities
Basic
Water is leaking from the shower onto the floor.
Food & Beverage
Basic
How can I order food to my room?
Room & Facilities
Basic
How do I use the safe? / We cannot open the safe.
Food & Beverage
Basic
Why is there no European food at breakfast?
Room & Facilities
Basic
The air conditioning in my room is not working.
Guest Requests
Intermediate
I lost something in the Water Park.
Pool & Beach
Basic
What is the water temperature in the Water Park?
Arrival & Departure
Intermediate
When will my room be ready?
Complaint Handling
Intermediate
The room smells of cigarettes.
Room & Facilities
Basic
How do I use the coffee machine?
Food & Beverage
Basic
Is there halal food at breakfast?
Housekeeping
Basic
Why hasn't my room been cleaned yet / when will it be cleaned?
Pool & Beach
Basic
How can I book a cabana at the Water Park?
Guest Requests
Basic
What are the Aquarium opening hours?
Guest Requests
Basic
Are there shows at the Aquarium?
Pool & Beach
Basic
Can we go to the Water Park in robes?
Safety & Security
Basic
What are those red boxes on the top shelf of the wardrobe?
Guest Requests
Basic
Why is the Aquarium so crowded? When is the best time to go?
Pool & Beach
Basic
Are there slides for children under 1.22m?
Arrival & Departure
Basic
When is check-in?
Technology & WiFi
Basic
How do I connect my phone to the TV?
Housekeeping
Basic
The room is dirty and there are smudges on the mirror and shower doors.
Guest Requests
Basic
What are the 20 departmental rules every butler must follow at Atlantis Sanya?
Guest Requests
Basic
What are the key areas in the hotel that a butler must know?
Room & Facilities
Basic
What is the Imperial Club and what are the benefits included for eligible guests?
Guest Requests
Basic
What are the main attractions and facilities at Atlantis Sanya that butlers should know?
Arrival & Departure
Intermediate
Which guests should be checked in at the VIP Lounge and how is it different from the front desk?
Arrival & Departure
Basic
The guest has arrived but their room is not ready yet. What should I do?
Technology & WiFi
Basic
A guest calls to say the WiFi is not working in their room. How do I handle this?
Complaint Handling
Intermediate
A guest is complaining about noise from a neighboring room or from outside. What do I do?
Complaint Handling
Intermediate
A guest is dissatisfied with their room — they expected a better view or different room type. What do I say?
Room & Facilities
Basic
The guest says the air conditioning in their room is not working or is too noisy. What are the steps?
Arrival & Departure
Basic
A guest is asking for early check-in. How do I handle this professionally?
Arrival & Departure
Basic
A guest is requesting a late check-out. What is the process?
Food & Beverage
Basic
A guest asks what dining options are available at Atlantis Sanya. What should I be able to tell them?
Safety & Security
Advanced
What do I do if a guest has a medical emergency in the room?
Complaint Handling
Intermediate
A guest is upset about charges on their bill that they don't recognize. How do I handle this?
Arrival & Departure
Intermediate
A guest's luggage has not arrived at their room after check-in. What do I do?
Guest Requests
Basic
A guest asks for extra pillows, robes, towels or specific amenities. What is the process?
Food & Beverage
Basic
A guest asks me to make a restaurant reservation. What is the proper process?
Complaint Handling
Advanced
A guest is very upset and demands to speak to a manager immediately. How do I handle this?
Technology & WiFi
Basic
The guest's TV is not working or they cannot find a channel. What should I do?
Food & Beverage
Intermediate
A guest is unhappy with the quality of food delivered via in-room dining. What do I do?
Food & Beverage
Advanced
A guest informs me they have a severe food allergy or dietary restriction. What is the protocol?
Housekeeping
Intermediate
A guest returns to their room and housekeeping has not been done yet. How do I resolve this?
Room & Facilities
Basic
What are the key facilities at Atlantis Sanya that every butler must know?
Guest Requests
Basic
A guest needs their clothes pressed or laundered urgently. What are the options?
Guest Requests
Intermediate
A guest asks for recommendations for things to do in Sanya. What should I know?
Guest Requests
Intermediate
A guest has lost something in the hotel — what is the lost & found procedure?
Room & Facilities
Basic
The guest cannot open their in-room safe. What do I do?
Arrival & Departure
Advanced
A VIP guest is arriving. What do I need to prepare in advance?
Arrival & Departure
Basic
What is the proper way to handle check-out and present the folio?
Room & Facilities
Basic
A guest says the room temperature is uncomfortable even after adjusting the air conditioning. What do I do?
Guest Requests
Intermediate
A guest has a birthday, anniversary, or honeymoon. How should I prepare and respond?