Design standard of five-star hotel
all
1. The functions of the hotel are reasonably divided, and the facilities are convenient and safe to use.
2. The indoor and outdoor decoration of the hotel is high-grade, and luxury materials are selected for construction and decoration.
3. The graphic symbols of hotel public information meet the standard of LB/AT00 1.
4. There is a central air conditioning system.
5. A background sound system.
6. There is a computer management system suitable for five-star hotels.
Reception hall
1. The reception hall is spacious, luxuriously decorated and well lit.
2. There is a general service desk suitable for the hotel scale and five-star. The main service desk is marked in Chinese and English, and the reception, inquiry and checkout are set up in different sections, and the staff is on duty 24 hours a day.
3. Provide message service, one-time ordinary bill settlement service, credit card service and 24-hour foreign currency exchange service.
4. The front desk provides hotel service publicity materials, hotel price lists, Chinese and English traffic maps of the city, national tourist traffic maps, introductions of tourist attractions in the city and the whole country, timetables of various means of transportation, newspapers and magazines, etc.
5. It can directly accept domestic and international 8-hour room reservation, and is equipped with a safe that the hotel and guests can open at the same time, a doorman, a full-time bellboy, a duty manager and a lobby manager.
6. Set up a guest lounge in the non-business area, provide in-store tracing service and arrange taxi service, and set up ramps and wheelchairs for disabled people in the lobby and main public areas.
7. It can provide services in at least two foreign languages (English is the necessary language), the switchboard can provide services in at least three foreign languages (English is the necessary language), and all instructions and services are expressed in at least two languages: Chinese and English.
guest room
1. At least 40 rooms (sets) can be rented, and 70% of the rooms have an area of not less than 20 square meters (excluding bathrooms and corridors). At least five luxury suites provide rooms for people with disabilities.
2. The rooms are luxuriously decorated, equipped with luxurious upholstered beds, writing desks, wardrobes and hangers, coffee tables, seats, bedside tables, bedside lamps, table lamps, floor lamps, full-length mirrors, luggage racks and other advanced supporting furniture.
3. The floor, wall and ceiling of the bathroom are decorated with luxurious building materials with good ventilation facilities.11220v power socket, telephone accessories, hair dryer, weighing scale. Install advanced toilets. Dressing table, bathtub with shower head, shower curtain and clothesline, providing hot and cold water 24 hours a day.
There are direct dial domestic and international telephones, color televisions, audio equipment and closed-circuit television systems. There are not less than 16 broadcast channels, at least 2 self-run programs and more than 2 foreign language satellite TV channels, which bring convenience to foreign tourists.
5. There are five-star stationery, turndown service, 24-hour hot and cold drinking water and ice cubes, free tea or coffee, mini-bar in the room, and 24-hour Chinese and Western breakfast and dinner delivery service.
6. Provide wake-up call service, message service, wet washing, dry cleaning, ironing and mending of clothes, and provide shoeshine service.
7. Rooms and bathrooms should be thoroughly cleaned every day, sheets and pillowcases should be replaced every day, and room supplies and consumables should be replenished every day.
Food and drink
1. There are Chinese restaurants with reasonable layout and luxurious decoration, which can provide Chinese food with at least two flavors.
There is a western restaurant with reasonable layout and luxurious decoration, and a special western kitchen.
There is a unique and elegant coffee shop that can provide buffet breakfast and western-style dinner.
There is a proper small banquet hall and a closed bar.
Supervisors, foremen and waiters in restaurants and bars can provide services in English.
6. The kitchen cold dish room and pastry room are separated independently, with sufficient air conditioning equipment, air disinfection facilities between cold dishes, isolation between rough machining room and operation room, sufficient cold storage, special facilities for placing temporary garbage and keeping them closed.
Public * * * venues
1. There are enough parking lots, high-quality passenger elevators, high-grade car decoration and service elevators.
There is a public telephone and a local telephone book.
3. Men's and women's toilets are separated.
There are shopping malls or supermarkets selling daily necessities, souvenirs, handicrafts and other commodities.
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 service.
6. There is a clinic.
7. Provide ticket purchasing services, such as purchasing transportation, movies and visits.
8. Provide sightseeing service in the city.
9. Emergency power supply lines and emergency lighting.
Service quality of five-star hotels
fundamental principle
Treat guests equally, regardless of race, nationality, country, wealth, relatives and friends, and don't judge people by their appearances.
Be polite, warm and friendly to the guests.
Be honest with guests and deal fairly.
Respect national customs and do not harm national dignity.
Abide by national laws and regulations and protect the legitimate rights and interests of guests.
basic requirement
Gfd asked.
A. The service staff gfd is dignified, generous and neat. Service personnel should wear badges that meet the post requirements.
B. The expressions of service personnel should be natural, cordial and cordial, and smiling service should be advocated.
Manners require civilized behavior, dignified posture, active service and compliance 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.
Business ability and skill requirements
A service personnel should have corresponding business knowledge and skills, and can skillfully use them.
B. The service quality assurance system has a set of effective management systems and operating standards suitable for hotel operation, with inspection, supervision and treatment measures.
The above are all about the design standards of five-star hotels, hoping to help you understand the design and service of five-star hotels!
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