星级国际酒店服务标准英文版 .doc

u Hotel Premises/Guests room n Performance Standardsl Premises/Facilitiesl Parking Lot/garagel Parking spaces must be clearly lines.l Pavement must be free of excessive debris.l Entrance to main driveway of hotel must be well marked.l Clear signs must be posted indicating entrance location.l Clear signs must be posted indication height limitations of garage entrance.l Clear signs must be posted indication-parking circulation (parking lot and garage).l Clear signs must be posted indicating internal hotel destination directions.l Clear signs must be posted indicating exit.l Parking lot/garage light fixtures must be well lit.l All parking lot/garage light fixtures must be free of repair/replacement needs.l All pavement surfaces must be in good physical condition.l Exteriorl Exterior of hotel must be in good physical condition.l Primary Entrancel plants/décor at primary entrance must be attractive.l Doors at primary entrance must be in good working order.l Ashtray must be available at primary entrance.l Trash receptacle must be available at primary entrance.l Décor/structures at primary entrance must be in good physical conditionl Pavement/carpeting entrance must be in good physical condition.l Lobbyl Décor in lobby must be up-to date and attractive.l Plants in lobby must be healthy and attractive.l Lobby music must nicely compliment the style of hotel.l Ambiance of lobby must be soothing, relaxing and enjoyable.l Temperature in lobby must be comfortable.l Lighting in lobby must be appropriate and comfortable.l If smoking not permitted, clear signs must be posted indicating this.l Adequate seating must be available in lobby.l Reading materials must be available in lobby.l Furniture/décor in lobby must be in good physical condition.l Reception counter must be in good physical condition l Floor/carpeting in lobby must be in good physical conditionl Guests room corridorsl Décor in guests room corridors must be up-to-date and attractivel Floral arrangements in guests room corridors must be attractivel Guests room corridors must be free of insects and insects and rodentsl Temperature with in guests room corridors must be comfortable l Guests room corridor lighting must be appropriate and comfortable l Appropriate directional signs must be present in guests room corridorsl Vending/ice machines in guests room corridors must be working properlyl Nonsmoking guests room floors must be clearly signedl Floor/carpeting in guests room corridors must be in good physical condition l Baseboards in guests corridors must be in good physical conditionl Wall fixtures in guests room corridors must be good physical conditionl Walls in guests room corridors must be in good physical condition l Door exteriors in guests room corridors must be in good physical condition l Door frames in guests room corridors must be in good physical condition l Service entrance doors in guests room corridors must be in good physical condition l Window treatments in guests room corridors must be in good physical condition l Ceiling in guests room corridors must be in good physical condition l Furnishing/decor in guests room corridors must be in good physical condition l Signs in guests room corridors must be in good physical conditionl Elevatorsn Plants/décor at elevator landing must be attractive.n Sign work in elevator cars must be attractive.n Elevators must be working properly.n Average wait for elevator must be 30 seconds or less.n If smoking permitted, ashtrays must be available at elevator landings.n Floor/carpeting in elevator cars/landings must be in good physical condition.n Elevator car structures must be in good physical condition.n Furnishing/décor at elevator landings must be in good physical condition.l Meeting/banquet Areasn Overall décor in meeting/banquet areas must be up-to-date and attractive.n Floral arrangements in meeting/banquet areas must be up-to-date and attractive.n Furnishings and décor in meeting/banquet areas must be up-to-date and attractive.n Temperature with in meeting/banquet areas Temperature with must be up-to-date and attractive.n Meeting/banquet areas lighting must be appropriate and comfortable n Phones books must be available at phone bays in meeting/banquet areasn Phones in meeting/banquet areas must be display hotel department numbersn Phones in meeting/banquet areas must display telephone numbersn Appropriate directional signs must be available within meeting/banquet areasn If smoking not permitted, sign work indicating this must be posted in meeting/banquet areas.n Floor/carpeting in meeting /banquet areas must be in good physical condition.n Baseboards in meeting/ banquet areas must be in good physical condition.n Fixtures in meeting/ banquet areas must be in good physical condition.n Service entrance doors in meeting/ banquet areas must be in good physical condition.n Service entrance area carpeting in meeting/ banquet areas must be in good physical condition.n Furnishings and décor in meeting/ banquet areas must be in good physical condition.n Ceilings in meeting/ banquet areas must be in good physical condition.l Public Restroom l Furnishings and décor in public restrooms must be up-to-date attractive.l Temperature within public restrooms must be comfortable.l Lighting within public restrooms must be appropriate and comfortable.l Toilets in public restrooms must be good working order.l Urinals in public restrooms must be good working order.l Sinks in public in public restrooms must be good working order.l All lighting with in public restrooms must be good working order.l Paper dispensers in public restrooms must be good working order.l Stall partitions in public restrooms must be good physical condition.l Stall doors in public restrooms must be good physical condition.l Floors in public restrooms must be good physical condition.l Vanities in public restrooms must be good physical condition.l Mirrors in public restrooms must be good physical condition.l Toiletry dispensers in public restrooms must be good physical condition.l Walls in public restrooms must be good physical condition.l Ceilings in public restrooms must be good physical conditionl Health Clubl Overall décor of health club must be up-to-date and attractive.l Entry and reception areas of health club must be well maintained and attractive.l Temperature with in health club must be comfortablel Signs posted within health club must be professional and attractive.l Pool water clarity must be good.l Pool water must be clean and free of debris.l Pool furniture must be attractive.l Pool perimeter landscaping must be attractive and well maintained.l Adequate towels must be available within the health club l Sign work instructing location of towels within health club must be available.l Signs must be posted indicating location of health club.l Signs must be posted at entryway indicating health club l TV must be available in exercise area of health club.l TV reception must be clean and crisp.l Health club interior lighting must be in good working order.l Clear instructions must be posted for use of exercise equipment within health club l All exercise equipment must be in good working order.l Clock must be available within health club.l Second hand of clock must be visible form equipment location.l Clock time must be accurate.l Reading materials must be available within the health club l Doors in health club must be in good physical condition l Vanities in health club must be in good physical condition l Faucets in health club must be in good physical conditionl Sinks in health club must be in good physical conditionl Toilets in heath club must be in good physical conditionl Shower curtains/doors in locker area of health club must be in good physical condition.l Walls in health club must be in good physical condition.l Pool decking in health club must be in good physical condition.l Pool basin in health club must be in physical condition.l Public Areasl Fire exits must be easily visible, with signs lit.l Fire instructions must be posted at elevators.l Fire escapes must be lit at night.l Interior common area lighting must be sufficient.l Exterior common area lighting must be sufficient.l Stairs throughout hotel must have side-holding bar.l Fire extinguishers must be in good working order.l HVAC system serving the hotels premises must be functioning properly and must maintain appropriate, comfortable temperature at all times.l All lighting in public areas must be adequate.l All public area phones must be working properly.l Walkways throughout the hotel must be free of hazardous conditions.l PBS SYSTEM l Voice mail system available to guests must be functioning properly.l Guests must receive clear, crisp, audible connections when placing calls.l Department numbers listed in guests room and public area phones must be accurate and functioning.l If no answer in guests room, guest voice mail system must engage on 5th ringl Guests room l General Requirementsl Upholstery and furniture in guests room must be unstained.l Carpeting in guests rooms must be unstained.l Guests rooms must be free of excessive noises.l Furniture in guests rooms must be attractive.l Linen in guests rooms must be attractive.l Drapery controls in guests rooms.l Chair at work desks in guests rooms must be at a comfortable height in relationship to the desktop.l There must be a phone or phone jack available at the work desks in guests rooms.l Sufficient hangers must be in closets in guests rooms.l Closet lighting must be sufficient.l Lamps in guests rooms must provide adequate lighting to all areas needed.l Lamp/light switches in guests rooms must be easy to locate.l Clock illumination must be visible at all times.l Alarm clocks in guests rooms must be easy to operate.l Ironing boards in guests rooms must be sturdy.l Telephone cords in guests rooms must be of sufficient length.l Bed sheets must be soft and comfortable.l Pillowcases must be soft and comfortable.l Pillows must be soft and comfortable.l Mattresses must be soft and comfortable.l Mattresses must be free of sags.l Box springs must be noiseless.l Bed frames must be sturdy and free of squeaks.l Must be able to achieve comfortable temperature in guests rooms with HVAC.l Must be able to achieve comfortable and sufficient water temperature in guests room bathrooms.l Towels/cloths in guests room bathrooms must be soft.l Facial and toilet tissue in guests room bathrooms must be double-ply.l Furniture in guests rooms must be comfortable.l Vents must be free of dust, lint and other buildup.l Mattress rotation stickers must be available.l Mattress rotation stickers must be set for the current quarter.l All light bulbs must be working.l Smoke detectors must be working.l TV color balance must be good.l TV must receive all channels clearly.l TV remote controls must function properly.l Lamps must function properly.l Heating/cooling controls must function properly.l Telephones must function properly(hold,2nd line, speakerphone, and message light).l Door locks must work easily.l Guests room doors must close and latch completely by themselves from 45 degrees open.l Drape controls must work easily.l Wardrobe sliding doors must operate easily.l Clotheslines in bathrooms must operate easily.l Windows must open easily,i8f applicable.l Bathroom sink faucets must be in good working order.l Bathroom sink drain assemblies must work property.l Bathroom sink drain must flow well.l Toilets must be in good working order.l Tub/shower faucet must be in good working order.l Tub/shower drain assemblies must work properly.l Tub shower drains must flow well.l Guests room door must be equipped with a brewer lens.l Fire safety signs must be posted.l Guests room door must have double lock available.l Gusts room must contain information about availability of safe-deposit boxes.l Locks must word easily.l Emergency extension number must be stated on faceplate of guests room phone.l All items guests rooms must be maintained in good physical condition including:n Doors and framesn Door handle, lock and surrounding metal. n Wallsn Counter/built-in shelving;n Ceilingsn All floor surfaces (carpeting, tile, etc.):n Bed frames and head boars:n Dressers/bedside table:n Word desks.n Chairs.n Couches.n Tables.n Armoire/TV stand.n Deck furniture.n Drapes/blinds.n Sheer drapes.n Bedspreads.n Blankets.n Bed sheets.n Pillowcases.n Bed skirts.n Shower curtains.n Towels/cloths.n Ironing board covers.n Lampshades.n Telephones.n Television.n Lamps.n Hair dryers.n TV remote controls.n Bathroom sinks;n Bathroom faucets and fixtures.n Toilets.n Tubs/showers.n Curtain rods.n Towel bars.n Facial tissue cover plates/holders.n Tub/shower tile walls.n Tub/shower doors.n Artwork (including frames).n Closet hangers.n Waste baskets.n Vents/controls.n Coffee pots.n Glasses.n Amenities trays.n Guest Service Directory binders.n Pages in guest Service Directories.n Promotional ten cards/triptychs.n Brochures, letters, etc.n Telephone faceplate information cards,n Telephone books n TV remote control stickers.n Executive amenities.l Hotel should strive to provide the following amenities for guests in all guests room:l Coffee maker:l Iron and ironing board (on request):l Hair dryer.l Luggage rack.l Safe:l Housekeepingl Primary Entrancel Ashtrays at primary entrance exterior must be clean (no more than 5 butts and no trash).l Primary entrance landing must be free of debris/litter.l Floors/carpeting at primary entrance must appear polished/clean/vacuumed.l Exterior must be well swept.l Carpeting on primary entrance landing exterior must be clean.l Walks adjacent to primary entrance exterior must be well sweptl Primary entrance interior must be clean on interior and exterior.l All other glass surfaces at primary entrance must be clean on interior and exterior.l Door frames (brass, glass, wood or other) at primary entrance must be clean and polished.l Lobbyl Ashtrays in lobby must be clean (no more than 5utts and no trash).l All furniture in lobby must be organized.l Hard floor surfaces in lobby must be polished.l All carpeting in lobby must appear recently vacuumed l Lobby must be free of unpleasant odors.l If smoking permitted, adequate ashtrays must be availablel Furniture in lobby must be cleanl Floor/carpeting throughout lobby must be clean l Décor throughout lobby must be clean