Standard:标准：Butlerswillhavebasicknowledgeaboutmatters专职管家应有关于机票事宜的基本知识，ofticketingandabletocompletesomebasic并能够完成解决这些问题的基本步骤。stepsinresolvingthem.Procedures:程序：1.Butlersshallbeknowledgeableoftypeof1.专职管家在客人各种关机票事宜的要guestrequestsrelatingtomattersof求上应具备足够丰富的知识：air-ticketing:§预定：为客人或乘客在某一航班上保留/§Reservation:Toreserve/bookaseatonaflight预定一个位子。foraguestorpassenger.§确认：与航空公司确认客人将在特定的§Reconfirmation:Toconfirmwithairlinethat日期经由特定的航班离开。guestisleavingonaparticulardayviaaparticularflight.§更改：更改客人的离开日期，航班号/离开时间。§Change:Tochangeguest’sdeparturedate,flightnumber/departuretime.§变更旅程：变更目的地。§Re-route:Changingofdestination.§迁票：变更航班/航空公司。§Endorsement:Changingofcarrier/airline§退票：只能经由客人从出票或购票处完company.成。§Refund:Canonlybedonebyguestfromplace2.专职管家应对机票上显示的关键信息ofissueorpurchasing.足够了解：2.Butlershallbeknowledgeableofkey§乘客姓名informationindicatedonair-ticket:§离开日期/时间§Nameofpassengers§航空公司§Departuredate/time§航班号§Nameofairlinecompany§舱位§Flightnumber§从哪一城市至那一目的地§Classofseats§预定情况§Fromwhichcitytowhichdestination§机票号§Reservationstatus1§Ticketnumber§有效期§Validityperiod§允许随身携带多少包件§Freebagallowance§机票限制§Ticketrestrictions3.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。3.Butlershallalwaysaskforsecond/thirdoptionsfromguestsuponhandlingtherequests.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。4.Butlersshalltakepersonalresponsibilityofsafeguardingguest’sair-ticketsduringthe5.出于参考的目的，专职管家在处理完这requestprocess.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。5.Forreferencepurpose,butlersshallalwaysaskfornameofairlinestaffwhoheisspeaking6.专职管家在完成服务后需将客人的机toaftertheydonetherequests.票置于票夹内交还给客人。6.Butlersshallplaceguestair-ticketin7.专职管家总是需亲手将机票交回给客Air-ticketEnvelopeuponhandingitbackto人。guestaftercompletingofservice.7.Butlersshallalwayshandair-ticketsbacktoguestinperson.Standard:标准：AllButlerswillconstantlythinkingofwaysto所有的专职管家要经常思考服务客人的方servicetheGuestbymeansofofferingGuests法，在客人提出要求前为客人提供他们想Preferencesbeforetheyask.Byobservationof要的服务。通过观察客人的手势/面部表gestures/facialexpressionsandbyknowle