Attached:
6.5 five stars
6.5. 1 The hotel layout is reasonable.
A. the function division is reasonable.
B. These facilities are convenient and safe to use.
6.5.2 The interior and exterior decorations are made of high-grade luxury materials with exquisite workmanship and outstanding style.
6.5.3 The graphic symbols of hotel public information shall conform to LB/AT00 1.
6.5.4 There is central air conditioning (except for villas and resorts), and all areas are well ventilated.
6.5.5 There is a computer management system suitable for hotel star rating.
6.5.6 Music system with background.
antechamber
A. the area is spacious and suitable for reception capacity.
B the atmosphere is luxurious, the style is unique, the decoration is elegant, the colors are harmonious and the light is sufficient.
E. there is a general service desk suitable for the hotel scale and star rating.
D the main service desk is marked in Chinese and English, with reception, inquiry and checkout in each section, and staff on duty 24 hours a day.
E. provide message service.
F. Provide one-time ordinary bill settlement service (except commodities).
G. provide credit card services.
H. 18h provides foreign currency exchange service.
1. The main service desk provides hotel service publicity materials, hotel price lists, local traffic maps in Chinese and English, national tourist traffic maps, introduction of tourist attractions in this city and the whole country, timetables of various means of transportation, newspapers and periodicals suitable for hotel guests, etc.
J can directly accept domestic and international room reservations within 8 hours, and can book other hotel rooms in China.
K. Both the hotel and the guests have opened safes to store valuables. The location of the safe is safe and hidden, which can protect the privacy of guests.
First, set up a doorman to receive guests, and use 18h to send them off.
Meter (short for meter) is equipped with full-time baggage handlers, a special baggage car, 24-hour baggage service and a small baggage storage place.
Set up a duty manager to receive guests 24 hours a day.
O Set up a lobby manager to serve the lobby 18h.
Page (the abbreviation of page) sets up a guest rest place in the non-business area.
Q: Provide in-store tracking service.
R. provide valet reservation and taxi service.
8. The foyer and main public areas are equipped with ramps and wheelchairs for the disabled. There are toilets or toilet seats for the disabled, which can provide special services for the disabled.
Services cannot be provided in at least two foreign languages (English is a necessary language). All instructions and services are written in at least Chinese and English.
The company switchboard can provide telephone service for guests in at least three foreign languages (English is the necessary language).
guest room
A There are at least 40 rooms (suites) for rent.
B.b. 70% of guest rooms (excluding bathrooms and corridors) have an area of not less than 20 square meters.
C. Luxury decoration, including luxury upholstered bed, writing desk, wardrobe and clothes rack, coffee table, chair or simple sofa, bedside table, bedside lamp, desk lamp, floor lamp, full-length mirror, luggage rack and other advanced supporting furniture. The interior is covered with high-grade carpet or high-quality wood floor. Using regional lighting, the target object is well illuminated.
D. There is a bathroom, equipped with a high-grade toilet, a dresser (equipped with a washbasin and a toilet mirror), a bathtub with a shower head (shower head is not needed if there is a separate shower room), a shower curtain and a clothesline. Take effective anti-skid measures. The bathroom floor and wall are decorated with luxurious building materials, with elegant and soft colors, zoning lighting and good destination lighting. Good exhaust system,11220v power socket, telephone accessories, hair dryer and scale.
D.24h-hour hot and cold water supply.
E. there are domestic and international direct dial telephones. There are instructions for use and a local phone book next to the phone.
F color TV sets, audio equipment and closed-circuit television broadcasting systems are all available. The broadcast channel is not less than 16, including satellite TV programs or self-made programs, and there are quite a few instructions and programs. The broadcast content shall comply with the regulations of China municipal government. Self-run programs have at least 2 channels, which are broadcast at least twice a day, and the end time in the evening is not earlier than 1 am.
G. It has very effective noise prevention and sound insulation measures.
H. there are inner curtains and outer sunshade curtains.
First, there is a single room.
J. has a suite
K. a luxury suite with at least 5 rooms.
There is a special room for the disabled, and the equipment in this room can meet the general requirements of the disabled.
Rice (short for meter) is suitable for the hotel's own star-rated stationery. There are hotel service guides, price lists, accommodation regulations, introduction of tourist attractions in this city, tourist traffic maps of this city, and newspapers suitable for hotel guests.
Noun (abbreviation of Noun) Rooms and bathrooms should be tidied up/kloc-0 times a day, bed sheets and pillowcases should be replaced every day, and guest supplies and consumables should be supplemented. At the request of the guest, enter the room at any time to clean and replenish the guest's supplies and consumables.
O Provide turndown service and place goodnight cards, flowers or crystal gifts.
Page (abbreviation of page) provides hot and cold drinking water and ice cubes for 24 hours, and provides tea or coffee for free.
Q. There is a mini-bar (including a mini-refrigerator) in the guest room, which provides enough drinks, puts hard liquor in a proper place, and is equipped with drinking utensils and wine list.
R when guests receive guests in the room, additional chairs and tea service can be provided upon request.
Wake-up service is provided in Nan.
T. provide message service.
The unit provides clothes dry cleaning, wet washing, ironing and repairing services, and returns them to the guests within 24 hours. 18h provides express service.
Verb (abbreviation of verb) has a room delivery menu and a wine list, providing 24-hour Chinese and Western breakfast and dinner service. There are no less than 10 kinds of food, no less than 8 kinds of drinks and no less than 6 kinds of sweets, and there are food delivery signs that can be hung outside the door.
W. provide shoeshine service.
6.5.9 Restaurants and bars
A. the total number of seats is commensurate with the reception capacity of the room.
B. There are Chinese restaurants with reasonable layout and luxurious decoration. Can provide at least two flavors of Chinese food. After dinner, guests should not order before 22: 00.
C there is a high-class western restaurant with reasonable layout, luxurious decoration and elegant style, equipped with a special western-style kitchen.
D there is a unique coffee shop (simple western restaurant) with elegant style and reasonable location. Buffet breakfast and western-style dinner can be provided. The business hours of coffee shops (or restaurants) shall be no less than 18h, and there shall be clear business hours.
E. there is a suitable banquet hall or small banquet hall. Chinese and western banquet services are available.
F. There are bars with reasonable location, elegant decoration, characteristics and independent closure.
Supervisors, foremen and waiters in restaurants and bars can provide services in fluent English. Restaurants and bars can provide services in at least three foreign languages (English is the necessary language).
6.5. 10 kitchen
A. The location is reasonable and the layout is scientific, so as to ensure that the food delivery route is short and does not cross other public areas.
B. Tile the wall, spread anti-slip materials on the ground and have a ceiling.
C the cold dish room and pastry room are separated independently, and the air conditioning equipment is sufficient. There are air disinfection facilities in the cold dish room.
D. The roughing room is isolated from the operating room, the operating room temperature is appropriate, and the cold air supply is more adequate than that in the guest room.
E. there is enough cold storage.
F. the location of the dishwashing room is reasonable.
G. there are special facilities to place temporary garbage and keep it closed.
H between the kitchen and the dining room, there is a spring door, which is sound-proof, heat-insulating and odor-proof.
First, take effective measures to kill mosquitoes, flies, cockroaches and other pests.
6.5. 1 1 public * * * area
A. There is a parking lot (underground parking lot or parking building).
B there are enough high-quality passenger elevators, the cars are elegantly decorated and there are service elevators.
C. There is a public telephone and a local telephone book.
D. Men's and women's toilets are separated.
E there are shopping malls selling daily necessities, souvenirs, handicrafts and other commodities.
F There is a business center that sells stamps, sends letters, handles telegrams, telexes, faxes, photocopies, international long-distance calls, domestic baggage consignment, film development, etc. Provide typing and other services.
G. there is an infirmary.
H. Providing ticket purchasing services, such as purchasing transportation, movies and visits.
First, provide sightseeing services in the city.
J there are special emergency power supply lines and emergency lighting.
6.5. 12 Select items (***78 items, at least 35 items)
65. 12. 1 guest room (item 10)
A. Visual inquiry services such as bills and voice mails can be provided in guest rooms through audio-visual equipment.
B.the bathroom has a drinking water system.
No less than 50% rooms have separate bathrooms, showers and bathtubs.
D not less than 50% of guest rooms and bathrooms have separate dry and wet areas (with separate dressing rooms).
E. All suites have separate bathrooms for owners and visitors.
F. Set up a business floor, where you can check in and check out, with a business center and a rest place for guests.
G. Rooms on the business floor have equipment for sending and receiving faxes or emails.
H. provide free in-store wireless paging service for guests.
I.24h-hour express laundry service.
J. Entrusted agency service (golden key service)
6.5. 12.2 restaurants and bars (8 items)
A.there is a lobby bar.
B.there is a professional teahouse.
C besides western restaurants, there are other foreign restaurants with special kitchens.
D. There is a bakery.
E. a restaurant with flavor.
F There is a grand banquet hall, which can hold a formal banquet for at least 200 people and is equipped with a special banquet kitchen.
G there should be at least 10 restaurants with different flavors (except the banquet hall).
H. there is a restaurant that is open 24 hours a day.
6.5. 12.3 commercial facilities and services (5 items)
A. provide internet services with a transmission rate of not less than 64 kbit/s.
B. Closed telephone rooms (at least 2).
C. negotiation room (at least 10 people).
D. provide translation, interpretation and full-time secretarial services.
E. Library (at least 1000 volumes).
Conference facilities (project 10)
A There is a special conference hall with cloakroom, which can accommodate at least 200 people.
B.there are at least two small meeting rooms.
C simultaneous interpretation facilities (at least 4 languages).
D. provide teleconference facilities.
E. there is a live video and audio relay system.
There are computers and computer projectors for rent, ordinary film projectors, slide projectors, video recorders and shredders.
G. there is a special copying room with sufficient copying equipment.
H. modern electronic printing and binding equipment.
First, there is a photographic film development room.
J. there is an exhibition hall of at least 5000 square meters.
6.5. 12.5 public health and entertainment facilities (42 items)
A. ballroom.
B karaoke rooms or KTV rooms (at least 4 rooms)
C. recreation room
D. chess room
E. cinema
F. Regular song and dance performances.
G. Multifunctional hall, which can provide services such as meetings, buffets and cocktail parties, and can also be used as karaoke bars and dance halls.
H. gym
First, massage room.
J. sauna
K. steam bath.
Length surfing bath
M (short for meter)) solarium.
Indoor swimming pool (surface area of at least 40 square meters).
O. Outdoor swimming pool (surface area at least 100 m2).
P.tennis court
Bowling room (at least 4 lanes).
R. rock climbing practice room
8. squash room.
T. billiards room
Unit multifunctional comprehensive fitness massage frame.
Verb (abbreviation for verb) electronically simulates a golf course.
W. golf driving range
X. Golf course. (at least 9 holes)
Runway
Z. park
Meter (short for meter) runway
Ab。 shooting gallery
Alternating current archery range
Actual combat simulation amusement park.
Ae。 Table tennis room.
Af。 skating rink
Ag。 Outdoor ski resort.
Ah. Private bathing beach.
Ai. Diving.
Aj。 Surfing at sea.
Ak。 Fishing.
Al. Beauty salon
I am. Boutique.
Independent bookstore
Oh. Independent flower shop
Associated Press. Baby care and children's recreation room.
6.5. 12.6 safety facilities (3 items)
A. electronic card door lock.
B. guest room valuables safe.
C. self-contained power generation system.
7 service quality requirements
7. 1 Basic principles of service
7. 1. 1 Treat guests equally, regardless of race, nationality, country, wealth or personal relationship. Don't judge a book by its cover.
7. 1.2 Be polite, warm and friendly to the guests.
7. 1.3 Be honest with guests and deal fairly.
7. 1.4 Respect national customs and do not harm national dignity.
7 1.5 Abide by national laws and regulations and protect the legitimate rights and interests of guests.
7.2 Basic service requirements
7.2. 1 gfd requirements
A. The service staff gfd is dignified, generous and neat. Service personnel should wear badges that meet the requirements of their posts.
B. The expressions of service personnel should be natural, cordial and cordial, and smiling service should be advocated.
7.2.2 Behavior and posture requirements
Civilized behavior, dignified posture, active service, in line with post specifications.
Language requirements
A. The language should be civilized, polite, concise and clear.
B. advocate speaking mandarin.
C. When the questions raised by the guests can't be solved, explain patiently, and don't shirk and deal with them.
7.2.4 Service business capability and skill requirements
Service personnel should have the corresponding business knowledge and skills, and can skillfully use them.
7.3 Service Quality Assurance System
There is a complete set of effective management systems and operational norms suitable for the operation of this hotel, with inspection, supervision and treatment measures.