6.5 Five-star

a. Functional division is reasonable;

b. Facilities are convenient and safe to use.

6.5.2 The interior and exterior decoration adopts high-grade and luxurious materials, exquisite craftsmanship and outstanding style.

6.5.3 Hotel public **** information graphic symbols in line with LB/Tool.

16.5.4 There is a central air conditioning (except for villa-style resorts), each area is well ventilated.

6.5.5 With the hotel star-level appropriate computer management system.

6.5.6 Background music system.

6.5.7 Anteroom

a. Spacious area, and reception capacity;

b. Luxurious atmosphere, unique style, elegant decorations, color coordination, sufficient light;

c. With the size of the hotel, the hotel's star-level compatible with the general service desk

d. The general service desk has a sign of the Chinese and English language, the subsection of the section set up to receive, inquiries, billing, 24h staff. 24h staff on duty,

e. Provide message service;

f. Provide one-time billing service (except commodities);

g. Provide credit card service;

h.18h foreign currency exchange service;

i. General service desk to provide the hotel service items promotional materials, the hotel's price list, the Chinese and English local Traffic map, the national tourist traffic map, the city and the national tourist attractions, a variety of transportation schedules, with the guests of the hotel to adapt to the newspaper;

j. 18h can be directly accepted domestic and international room reservations, and can be booked on behalf of other hotels in the country rooms

k. There are hotels and guests at the same time to open the safe deposit box for valuables. Safe deposit box location security, hidden, to protect the privacy of guests;

l. Set up the door guards should receive staff, 18h to welcome the guests;

m. Set up a full-time baggage handlers, a special luggage car, 24h to provide luggage services. There is a storage place for small luggage,

n. There is a duty manager, 24h to receive guests,

o. There is a lobby manager, 18h to serve in the front hall;

p. There is a rest place for the guests in the non-operating area;

q. Provide in-store searching service;

r. Provide valet booking and arranging the rental car service;

s. Ramps for the disabled are available in the foyer and main public **** areas, equipped with wheelchairs. There are restrooms or toilets for the disabled, and special services are available for the disabled;

t. Services are available in at least two foreign languages (English is a required language). All kinds of instructions and services with the text at least in English and Chinese at the same time;

u. Switchboard at least 3 foreign languages (English is the necessary language) to provide telephone services for guests.

6.5.8 Guest Rooms

a. At least 40 rooms (sets) available for rent;

b. 70% of the area of the guest rooms (excluding bathrooms and corridors) is not less than 20 square meters;

c. Luxurious decoration, luxury upholstered beds, writing desks, closets and racks, coffee tables, chairs or simple sofas, nightstands, bedside lamps, desk lamps, Floor lamps, full-length mirrors, luggage racks and other high-grade furniture. The interior is covered with high-quality carpets, or high-quality wooden floors. The use of area lighting and the purpose of good lighting;

d. A bathroom, equipped with a high-grade flush toilet, vanity (equipped with a basin, vanity mirror), bathtub with a shower head (with a separate shower can be without a shower head), equipped with shower curtains, clotheslines. Effective anti-slip measures are taken. The bathroom is decorated with luxurious building materials for floors and walls, with elegant and soft colors, and with zoned lighting and good illumination for the purpose. There is a good exhaust system, 110/220V power outlet, and a telephone extension. Equipped with hair dryer and weighing scale, 24h supply of cold and hot water.

e. There are telephones that can directly dial domestic and international long-distance. There are instructions for use and a city telephone book next to the telephone;

f. Color television sets, audio equipment, and closed-circuit television broadcasting system. There are no less than 16 broadcasting channels, including satellite TV programs or self-organized programs, with channel instructions and program listings. The broadcasting content should be in accordance with the regulations of the Chinese government. At least 2 channels of self-organized programs, broadcast no less than 2 times a day, and the end of the evening broadcasting time is not earlier than 1:00 a.m.;

g. With very effective noise and sound insulation measures;

h. With internal curtains and external blackout curtains;

i. With single rooms;

j. With suites;

k. With luxury suites of at least five rooms;

k. With a minimum of five rooms;

k. Suites;

l. Rooms for the disabled, the equipment in the room can meet the general requirements of the disabled living and living;

m. Stationery supplies appropriate to the hotel's own star rating. There are hotel service guide, price list, accommodation regulations, the city's tourist attractions, the city's tourist traffic map, and newspapers and magazines appropriate to the guests;

n Lu guest rooms, bathrooms are fully tidied up once a day, change the sheets and pillowcases daily, guest supplies and consumables to replenish complete, and at the request of the guests at any time to enter the room cleaning and tidying up, and replenishment of guest supplies and consumables;

o. Provide open night bed service, place good night card Provide night opening service, put good night card, flowers or gifts;

p.24h provide hot and cold drinking water and ice and free tea or coffee;

q.The guest room is equipped with mini-bar (including small refrigerator), provide sufficient drinks, and in the appropriate place to put spirits, with drinking utensils and wine lists;

r. Guests in the room meeting guests, on request, can provide additional chairs and tea service;

r. Tea service;

s. Wake-up call service;

t. Message service;

u. Clothes dry-cleaning, wet-cleaning, ironing and repair service, can be returned to the guest within 24h. 18h to provide expedited service;

v. Delivery menus and beverage lists, 24h to provide Chinese and Western breakfast, meals delivery service. There are no less than 10 kinds of food delivery dishes, no less than 8 kinds of beverages, no less than 6 kinds of sweet varieties, and there is a delivery sign that can be hung outside the door;

w. Shoe shine service.

6.5.9 Restaurants and bars

a. The total number of seats and the capacity of the guest rooms to meet the reception

b. Reasonable layout, luxurious decoration of the Chinese restaurant. At least 2 flavors of Chinese food can be provided. The end of the dinner guests order time is not earlier than 22:00;

c. Reasonable layout, luxurious decorations, elegant high-level Western-style restaurant, equipped with a special Western-style room;

d. Unique, elegant, reasonably located cafe (simple Western-style restaurant). Can provide buffet breakfast, Western-style meals. Café (or have a restaurant) operating hours of not less than 18h and have a clear business hours;

e. There are an appropriate amount of banquet single room or small banquet hall. It can provide Chinese and Western banquet services;

f. There is a reasonably located, elegantly decorated, distinctive, independent and closed bar;

g. Supervisors, maitre d's and waiters of the restaurant and bar are able to provide services in fluent English. The restaurant and bar can provide services in at least 3 foreign languages (English is a required language).

6.5.10 Kitchen

a. Reasonable location, layout and science, to ensure that the food route is short and does not intersect with other public **** area;

b. Walls full of ceramic tiles, with non-slip materials full floor, suspended ceilings;

c. Cold food room, pasta asked independently separated from the cold equipment, there is enough air-conditioning. Cold food room with air sterilization facilities;

d. Roughing room and operating room isolation, the operating room temperature is appropriate, the supply of cold air should be more adequate than the guest room;

e. There are enough cold storage;

f. Dishwashing room location is reasonable;

g. There is a special place to put the temporary garbage facilities and to keep it closed;

h. Between the kitchen and the restaurant

i.Effective measures are taken to eliminate mosquitoes, flies, wasps and other pests.

6.5.11 Public **** area

a. There is a parking lot (underground parking or parking building);

b. There are enough high-quality passenger elevators, elegantly decorated car, and service elevators;

c. There is a public telephone, and equipped with the city phone book;

d. There is a male and female separate public **** bathroom;

e.There are shopping malls, selling travel daily necessities, tourist souvenirs, handicrafts and other commodities;

f.There are business centers, selling stamps on behalf of the mail, sending letters on behalf of the mail, handling telegrams, telexes, facsimiles, photocopies, IDD telephone calls, checking in domestic baggage, and developing film. Provide typing and other services;

g. Have a medical clinic;

h. Provide ticket services for transportation, film and theater, visits, etc.

i. Provide sightseeing services in the city;

j. Have a special line for emergency power supply and emergency lighting.

6.5.12 Selected items (***78 items, at least 35 items)

6.5.12.1 Guest rooms (10 items)

a. Possibility of querying the bill through audio-visual equipment in the guest rooms and voicemail service;

b. Potable water system in the bathroom;

c. Not less than 50% of the guest room bathroom shower and bath. No less than 50% of the guest room bathrooms have separate shower and bathtub;

d. No less than 50% of the guest room bathrooms have separate wet and dry areas (with separate dressing rooms);

e. All suites have separate bathrooms for the master and visiting guests;

f. There is a business floor, where you can register and check out of your hotel, and there is a business center and a rest place for guests;

f. There are business floors, where you can register and check out, and there are business centers and rest places for guests;

f. There is a business center and rest places for guests;

f.

g. The rooms on the business floor are equipped for sending and receiving faxes or e-mails;

h. Free in-store paging service is provided for guests;

i. 24h laundry expediting service is available;

j.

6.5.12.2 Restaurants and Bars (8 items)

a. Lobby Bar;

b. Professional Tea Room;

c. Foreign Restaurant other than Western Restaurant with specialized kitchen,

d. Bakery;

e. Flavor Restaurant;

f. Large Banquet Hall with at least 200 persons for formal banquets. 200 persons for formal banquets;

g. Have at least 10 restaurants with different flavors (except for large and small banquets);

h. Have a restaurant open 24h.

6.5.12.3 Business Facilities and Services (5 items)

a. Provision of international Internet service with a transmission rate of not less than 64 kbit/s;

b. Enclosed telephone booths (at least 2);

c. Negotiation room (at least 10 people);

d. Provision of translators, interpreters and full-time secretaries;

e. Provision of a full-time secretary;

f. Provision of a full-time secretary.

e.Library (at least l000 books).

6.5.12.4 Conference facilities (10 items)

a. A dedicated conference hall for at least 200 persons, with cloakroom

b. At least two small conference rooms

c. Simultaneous interpretation facilities (at least four languages);

d. Teleconferencing facilities;

e. Live audio-visual broadcasting system;

f. computers and computer projectors for rental, ordinary film projectors, slide projectors, video recorders, document shredders,

g. a special copy room with adequate photocopying equipment;

h. modern electronic printing and binding equipment;

i. photo-film developing room;

j. .have an exhibition hall of at least 5000 square meters.

6.5.12.5 Public **** and Health Recreation Facilities (42 items).

a. Dance halls;

b. Karaoke halls or KTV rooms (at least 4)

c. Game rooms;

d. Chess and chess rooms;

e. Movie theaters;

f. Regular cabaret performances;

g. Multi-functional halls capable of providing services such as meetings, chilled luncheons, cocktail receptions, etc. and also doubling up as a concert hall, dance halls

h. gymnasiums;

i. massage rooms;

j. saunas;

k. steam baths;

l. surf baths;

m. solariums;

n. indoor swimming pools (with water surface area of at least 40 square meters),

o. outdoor swimming pools (with water surface area of at least 1,000 square meters);

O. l00 square meters);

p. Tennis court;

q. Bowling room (at least 4 lanes);

r. Rock-climbing room;

s. Squash room;

t. Pool room;

u. Multi-functional integrated fitness massage machine;

v. Electronic simulation of the golf course;

w. Golf driving range;

x. Golf course (at least 9 holes),

y. Racing track;

aa. Racecourse;

ab. Shooting range;

ac. Archery range;

ad. Practical simulation amusement arcade;

ge. Ping-pong room;

af. Ice-skating range ;

ag. outdoor ski slopes;

ah. own beachfront;

ai. scuba diving;

aj. sea surfing;

ak. fishing;

ai. hairdressing salon,

am. boutique;

an. independent bookshop;

ao. .independent flower store;

ap.baby-sitting and children's playroom.

6.5.12.6 Security Facilities (3 items)

a. Electronic card door locks;

b. Safe for valuables in guest rooms;

c. Self-generated power system.

7. Service Quality Requirements

7.1 Basic Principles of Service

7.1.1 Treat guests equally, regardless of race, ethnicity, country, wealth, affinity, and do not judge people by their appearance.

7.1.2 Be polite, warm and friendly to guests.

7.1.3 Be honest and fair to customers.

7.1.4 Respect national customs, do not harm the dignity of the nation.

7.1.5 Compliance with national laws and regulations, to protect the legitimate rights and interests of guests.

7.2 Basic Service Requirements

7.2.1 Grooming Requirements

a. Service personnel's appearance is dignified, generous, neat. Service personnel should wear a license plate, in line with the requirements of the post;

b. Service personnel should be natural expression, kind, friendly, and advocate service with a smile.

7.2.2 Demeanor and posture requirements for civilized demeanor, posture, active service, in line with job specifications.

7.2.3 Language requirements

a. Language should be civilized, polite, concise, clear;

b. Advocating the speaking of Putonghua;

c. The problems raised by the guests can not be solved, should be explained patiently, do not push Pan and cope.

7.2.4 Service business ability and skill requirements service personnel should have the appropriate business knowledge and skills, and can be skillfully used.

7.3 Service Quality Assurance System has adapted to the operation of the hotel, an effective set of management system and operating standards, inspection, supervision and processing measures.