the service content will vary somewhat according to the room type. The following are for reference only:

basic service standards for star-rated hotels (for trial implementation)

1. Front office service

1. Reception service

1-1 doorman service

1-1 doorman is proficient in doorman service procedures and related requirements.

1-1-2 When the guests arrive on foot, the doorman should open the sliding door in time and greet the guests with a smile. Regular customers and VIP guests should be addressed by their surnames or titles. When opening the sliding door, gently open and pull it, and do not bump or squeeze the guests and luggage. If the guest has more luggage, he should take the initiative to help him carry it.

on 1-1-3, when the guests arrive by car, the doorman should provide services such as vehicle guidance and door opening in time. When the guests arrive by taxi, the doorman should accurately record the license plate number in case the guest's belongings are forgotten in the car.

on 1-1-4, in case of rain and snow, the doorman should place anti-skid warning signs in a prominent position in the lobby, and provide umbrella service to the guests as appropriate. If guests bring their own umbrellas, they should provide them with umbrellas in time to prevent rain from dripping on the floor of the hall.

1-1-5 When meeting old, weak, sick, disabled and young guests, the doorman should provide timely help according to the needs of the guests.

1-2 vehicle dispatching service

1-2-1 dispatcher is familiar with vehicle dispatching service procedures and relevant requirements.

1-2-2 dispatcher guides the dispatched vehicles reasonably, and ensures the smooth traffic of vehicles without congestion and congestion. The parking position of vehicles is reasonable, and the arrangement is neat and orderly.

1-2-3 When the guest parks the car, the dispatcher should remind the guest to close the window, lock the door and keep the goods in the car.

1-2-4 when booking a taxi for a guest, the dispatcher should make timely arrangements and ensure that the reserved vehicle arrives and waits 5 minutes in advance.

in the autumn and winter of 1-2-5, the overnight vehicles parked by guests can be covered with anti-frost film as appropriate.

1-3 Baggage Service

1-3-1 The bellboy is familiar with the baggage service procedures and related requirements.

1-3-2 When providing luggage service for guests, the bellboy should get the consent of the guests before taking the luggage. Handle luggage with care.

1-3-3 provides check-in baggage service for individual guests. When the bellboy delivers the luggage to the room for the guests, he should put the luggage on the rack or at the location required by the guests, and introduce the room facilities and hotel services to the guests as appropriate.

1-3-4 provides check-out baggage service for guests, and the bellman should hang luggage tags for the guests' luggage, indicating the room number for easy identification.

1-3-5 provides baggage check-in service for the team, and the bellboy should go through the baggage handover procedures with the team leader and other relevant personnel, verify the baggage quantity and make records. Understand the name and room number of the team guests, deliver the luggage to the guest room accurately and quickly, and make sure that the luggage is delivered without errors.

1-3-6 provides check-out baggage service for the team. The bellboy should know the guest's name, room number and requirements for picking up and delivering luggage. When you collect your luggage from the room, you should fill in the luggage card, accurately indicate the room number, guest name, etc., and carefully handle the handover procedures with the team leader and other relevant personnel to ensure that the luggage is not missed or lost.

1-4 luggage storage service

1-4-1 waiters are familiar with the procedures and relevant requirements of luggage storage service.

on 1-4-2, the luggage storage instructions were posted at the obvious position in the luggage room. The storage instructions should indicate which items can be stored, which items can't be stored, the effective time of storage, the provisions on overdue treatment, the provisions on collection and the compensation for lost items.

on 1-4-3, when a guest checks his luggage, the waiter should know about the checked items, check the appearance of the items, fill in the luggage check list in detail, and ask the guest to sign for confirmation. When guests deposit more than 2 pieces of luggage, they should be tied together with luggage ropes.

on 1-4-4, when the guest receives the checked-in items, the waiter should carefully check the receipt, check the relevant contents, and ask the guest to confirm it in person to ensure that there is no mistake or fraudulent use.

1-5 booking service

1-5-1 booking staff are familiar with the booking service procedures and related requirements. Understand the hotel room type, price, and catering, recreation, meetings and other aspects.

1-5-2 When accepting a guest's reservation, the reservation clerk should accurately record the number of rooms reserved, room type, arrival and departure time, the name of the reservation person, unit, contact information and payment method, and confirm them orally or in writing.

1-5-3 overbooking should be scientific and reasonable, so as to ensure that there is no non-appointment.

1-6 check-in service

1-6-1 waiters are familiar with the check-in service procedures and related requirements.

1-6-2 check-in should be fast and accurate, and the check-in time for each guest should not exceed 3 minutes.

1-6-3 If the hotel has a smoke-free floor, the waiter should take the initiative to recommend smoke-free rooms to the guests when checking in for them.

on 1-6-4, repeat customers and VIP guests should make full use of existing information such as guest history files and simplify procedures, and the check-in time should not exceed 2 minutes. At the same time, it is necessary to inform the relevant departments of guest rooms, catering and recreation in time so as to provide targeted services.

1-6-5 group guests should allocate rooms in advance before checking in. When the guests arrive, negotiate with the team leader about the room allocation and other related matters in time to ensure that the guests can enter the room in time.

1-7 inquiry service

1-7-1 inquirers are familiar with inquiry service procedures and related requirements.

1-7-2 When providing services to guests, the inquirer should be enthusiastic, patient, accurate, clear and concise. Apologize for the questions that can't be answered for the time being, consult relevant information or consult relevant departments as soon as possible, and give a reply, and don't shirk, ignore guests or simply answer "I don't know" or "No".

1-8 valuables storage service

1-8-1 waiters are familiar with the procedures and relevant requirements of valuables storage service.

1-8-2 The safe deposit box for valuables should be placed safely and concealed to protect the privacy of guests.

On 1-8-3, the Notes for Custody should be posted in a prominent position in the valuables storage. The Notes for Custody should explain to the guests in detail the effective storage time, the rules for handling overdue, the rules for collecting the valuables on behalf of them, and the handling of lost items and keys of the guests.

on 1-8-4, when guests come to deposit valuables, the service personnel should fill in the storage slip accurately and ask the guests to sign it for confirmation. Seal the guest's belongings face to face, and put them in the safe and lock them. The deputy copy of the storage sheet and the guest key should be handed over clearly in person.

on 1-8-5, when the guest receives the goods, the waiter should carefully check the storage list and the guest's signature, and then open the safe with the guest at the same time, and the valuables will be taken by the guest.

1-9 Assistant Lobby Manager Service

1-9-1 Assistant Lobby Manager is familiar with the service procedures and relevant requirements of the Assistant Lobby Manager, and can provide services in foreign languages.

on 1-9-2, the assistant manager's workbench is in a reasonable position, so you can look around the lobby.

on 1-9-3, the assistant manager of the lobby shall patrol the lobby at least 5 times a day to keep abreast of relevant information. Fill in the duty log accurately and in detail, and the handover matters are clear.

On 1-9-4, the assistant lobby should know the VIP guests who came to the store that day, understand the reception specifications and make timely preparations for reception. Before the guests check in, they should carefully check the room to ensure that all kinds of supplies are fully equipped and receive the guests according to the corresponding specifications. During the stay in the hotel, guests should take the initiative to solicit opinions in time, so as to adjust the service in time according to the requirements of guests.

the assistant manager in the lobby on 1-9-5 should be sincere and calm when accepting complaints from guests, and handle complaints quickly and properly. Complaints should be sorted and scientifically analyzed, so as to improve the work in time and improve the service quality.

1-11 operator service

1-11-1 operator is familiar with operator service procedures and relevant requirements. Can provide services in foreign languages, be familiar with commonly used telephone numbers, and answer the phone with a sweet voice and tone.

1-11-2 All calls should be answered within 3 rings, and after 3 rings, you should apologize to the guests. When answering an outside call, you should first say hello and give the name of the store, and then transfer the call in time according to the requirements of the guests. If the transfer call is not answered, the receivable line informs the guest.

on 1-11-3, when the operator receives the guest message service request, he should accurately record the name, room number, message content and relevant requirements of the recipient and convey them in time.

on 1-11-4, when the guest requests to provide wake-up service, the guest's name, room number, wake-up time and relevant requirements should be accurately recorded and repeated to the guest for confirmation. When you wake up, you should say hello to the guests first, and then report the wake-up time. If no one answers the phone, wake up twice after 3 minutes. If there is no answer, send someone to the room to wake up.

2. Environment and Hygiene

2-1 The exterior wall of the hotel is neat and beautiful, and there is no phenomenon such as disorderly posting and hanging.

2-2 Hall has reasonable functional layout, harmonious decoration style and strong hotel atmosphere.

2-3 The signs of each area are designed in a unified way, with clear signs and accurate guidance, which is in harmony with the hall environment.

2-4 The hall has sufficient lighting and soft light, and the lighting is in harmony with the hall environment.

the temperature of hall 2-5 is generally kept at 23 ~ 25℃.

2-6 marble and granite floors shall be dusted, cleaned and polished every day to ensure bright and clean. All kinds of furniture and lamps should be wiped regularly to ensure no dust and stains. All kinds of metal parts are wiped with metal brightener every day to ensure that they are bright, clean and rust-free.

2-7 potted plants and other green plants are fresh, with no dead branches and leaves, no exposed soil, no sundries in the basin and no dust on the leaves.

2-8 All kinds of signs and decorations, such as store name, store emblem, neon lights, etc., are in good condition and beautiful, and there are no defects or fractures.

2-9 The floor and furniture of the lobby shall be waxed regularly for maintenance, and there shall be no abrasion, paint peeling and cracking.

2-11 sprayed and painted ceilings and walls should be renovated every two years or so to ensure that they are not obsolete, cracked or deformed.

2. Catering service

1. Reception service

1-1 zero-point service

1-1-1 waiters are familiar with zero-point service procedures and related requirements.

On 1-1-2, when the guests arrive at the restaurant, the usher greets them warmly and politely. Address regular customers and VIP guests by their surnames or titles.

1-1-3 When the ushers lead the guests, they should keep pace with the guests, remind the guests when they encounter obstacles or steps, and actively assist the guests with mobility difficulties.

on 1-1-4, when guests enter the restaurant, the waiter should come forward to greet them, take the initiative to give up their seats for the guests, deliver the menu, and provide tea and fragrant towels in time. The temperature of the towel should be moderate, not too hot or too cold.

when the restaurant is full on 1-1-5, the usher should inform the guests of the waiting time and arrange for them to wait at the rest place.

on 1-1-6, when the guests order, the waiter skillfully introduces the characteristics of the dishes to the guests, and reminds them to eat in moderation as appropriate. Menu and wine list should be clear and concise, at least in English, printed clearly, without alteration, stain or wrinkle, and marked with price and standard.

1-1-7 The waiter should fill in the menu accurately and quickly. If the guests have special requirements for the taste of the dishes, they should indicate them on the menu.

after ordering from 1-1-8, the waiter will repeat the ordered dishes, drinks and other contents to the guests, and ask them to confirm.

1-1-9 After the guest orders, the time for the first dish to be served should not exceed 11 minutes, and all the dishes should be served in 45 minutes or at the request of the guest. If a dish takes a long time to make, you should inform the guests in advance. The temperature of dishes should be suitable for hot and cold, the temperature of hot dishes is generally not lower than 65℃, and the temperature of soup dishes is generally not lower than 75℃.

1-1-11 dishes should be made on site in a safe and hygienic way. Any operation that interferes with others' eating, such as explosion and smoke, shall not be carried out on site.

at 1-1-11, the waiter should pour drinks, replace bone butterflies and ashtrays for the guests in time.

1-1-12 The waiter should master the service skills skillfully, and avoid spilling vegetable juice, wine, etc. on the guest's clothes when serving.

when the order is served on 1-1-13, the waiter should inform the guest in time and ask the guest whether to add the order.

on 1-1-14, after the guests have finished eating, they should provide corresponding services such as menu packing, wine storage and so on.

on 1-1-15, the waiter should handle with care when clearing the table and removing the plate to avoid affecting the guests' dining. Do not hint or urge guests to eat.

when the guests leave the restaurant on 1-1-16, the waiter should take the initiative to pick up the clothes for the guests and remind them not to forget the items.

1-2 banquet service

1-2-1 waiters are familiar with banquet service procedures and related requirements.

1-2-2 After accepting the banquet reservation, the banquet venue should be carefully designed and arranged according to the nature and scale of the banquet and the requirements of the organizer, so as to properly set off the banquet atmosphere.

1-2-3 tables and seats should be arranged properly before the banquet. Banquet menu should be placed at least 2 copies per table.

for the 1-2-4 large banquet, the seating plan should be distributed to the guests, and the waiter should guide the guests to their seats in time when they arrive.

1-2-5 Chinese food should be served in the gap of the third seat next to the host's table, and it is forbidden to serve between the host and the guest. Pouring drinks and serving after dividing dishes should be carried out in the order of the guest of honor, the host and then clockwise around the table, or in the order of the female guest of honor, the female guest, the male guest of honor and the male guest, and finally the host.

on 1-2-6, when serving meals, the waiter should first put the dishes on the dining table, invite the guests to watch them, and announce the names of the dishes before serving them.

1-2-7 The waiter should master the skill of dish sharing, so as to distribute evenly, quickly and quietly, and it is not advisable to overfill the soup.

1-2-8 Replace the bone plates for the guests between bony, prickly or tasty dishes and before serving fruits.

1-2-9 If there are dishes peeled by hand, a cup for washing hands should be provided, and towels should be put on the guests.

if speeches, toasts or performances are arranged during the 1-2-11 banquet, the waiter should inform the kitchen in time and adjust the serving time appropriately.

after the banquet on 1-2-11, the waiter will bid farewell to the guests at the restaurant gate.

1-3 buffet service

1-3-1 waiters are familiar with buffet service procedures and related requirements.

1-3-2 The design of buffet table should be scientific and reasonable, and the area and space of buffet table should be suitable for the number of diners, so as to facilitate the guests to take food.

1-3-3 The buffet dishes and tableware are arranged in a reasonable layout, which is convenient for guests to take. Placement of dishes should be classified. Generally, the order of placement is cold dishes first, then soup, hot dishes, desserts, fruits and so on.

1-3-4. Order all the dishes at 15 minutes before the meal. Cover the hot dishes and keep them warm with a warm pot.

on 1-3-5, the waiter should patrol the table in time, tidy up the table, and add dishes as appropriate.

1-4 bar service

1-4-1 bar attendants are familiar with the working procedures and relevant requirements of bar service.

1-4-2 The waiter is familiar with all kinds of wine knowledge and has high skills in wine mixing.

1-4-3 The mixing flask, mixing glass, ice bucket, drinking glass and all kinds of mixing materials should be fully equipped.

1-4-4 When mixing wine for guests, the waiter should smile at the guests, make sure the formula is accurate and the operation is standardized, and show the guests good mixing skills. The prepared wine should match the wine glass used.

1-4-