Butler Knowledge Hub
Standard Operating Procedures — Atlantis Sanya Butler Service
To ensure every butler has a clear workflow and knows how to properly start and end their daily shift.
To provide anticipatory service by contacting guests before arrival, gathering preferences, and ensuring everything is ready — leaving a great first impression.
Butler inspects the room before guest arrival to ensure everything is perfectly prepared, guaranteeing a great first impression.
Providing a special welcome setup for VIP guests enhances their first impression and creates a memorable stay experience.
Ensure butlers have a clear understanding of VIP categories and know the complete reception process to deliver an exceptional stay.
To improve the check-in experience for high-room-type guests and VIPs by completing registration privately in the room using the handheld PSB device.
After check-in, the butler escorts the guest to the room while introducing the hotel and key facilities, ensuring convenience during their stay.
The lobby is the first service window for all guests. Clear position assignments ensure seamless, efficient service and a strong first impression.
Butlers must be familiar with IRD menu details and the ordering process to serve guests immediately without requiring them to wait for restaurant staff.
Butlers should be familiar with the guest laundry process and provide timely and professional laundry services to ensure the guest's experience.
Provide consistent, personalized service to guests staying 7 or more nights, making them feel valued throughout their extended stay.
Standardize the way butlers ask about the guest stay experience to strengthen emotional connection and enhance guest trust.
Help improve the hotel's OTA ranking and enhance brand image by inviting satisfied guests to post reviews.
Creating guest profiles provides clear understanding of repeat guests' preferences, enables advance preparation, and guides new staff — significantly contributing to guest satisfaction.
Understand and correctly apply the ASH ForYou Club membership benefits for Ordinary, Silver, Gold, Platinum and Diamond tier guests to deliver personalized, tier-appropriate service.
Assign the most suitable butler in advance and prepare service to ensure seamless quality service from check-in to check-out.
Standardize the process of querying guest order information from OTA platforms to ensure quick, accurate retrieval and quality service.
Standardize the Guest List preparation process to efficiently obtain incoming guest information and provide personalized service.
Standardize the way butlers add guests on WeChat, improve customer experience and build long-term connections.
Standardize the butler greeting and self-introduction process to ensure a professional, warm first impression that builds trust.
Ensure guests who decline WeChat can still feel butler service through other means, improving the check-in experience.
Establish clear daily butler service procedures to enhance the guest stay experience and reduce mistakes.
Ensure seamless dining through professional expertise, matching guest preferences to the hotel's dining venues.
Provide personalized SPA treatment recommendations, drive revenue and ensure a high-quality wellness experience.
Assist guests in booking activities through professional knowledge, real-time resource coordination and personalized recommendations.
Standardize the process for handling lost items to ensure efficient recovery and maintain the hotel's responsible image.
Butlers must handle guests' wake-up call requests professionally and ensure quality service.
Butlers must handle guests' packed breakfast requests professionally and provide quality service.
Butlers must handle confidential check-in requests with professional and enthusiastic service.
Handle birthday, honeymoon, anniversary, proposal, graduation and other special occasion requests professionally, creating a memorable stay experience.
Deepen emotional connection, naturally follow up on stay experience and discover potential dissatisfaction to improve positive review rate.
Make courtesy calls to understand guest experience, gather suggestions and maintain guest relationships.
Proactively assist guests with checkout to ensure a smooth and pleasant departure experience.
Handle guest extension requests efficiently and update all systems to ensure seamless continued service.
Guide butlers through a 3-step script to professionally respond to negative reviews, resolve guest concerns, and politely request review modification or deletion.
A 3-message script to professionally engage guests who left negative reviews on OTA platforms (Booking.com, Agoda, Expedia, etc. — excluding Ctrip/Trip.com), resolve their concerns, and politely request deletion or modification of the review.