皇冠酒店酒店 品牌标准手册(英)P98.pdf
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1、 CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL - CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL Dear General Managers, It gives me great pleasure to introduce this special compendium: The Crowne Plaza Summary Brand Standards Manual dedicated to you, the leader who has what it takes to make a difference i
2、n our brand. The epitome of the less is more dictum, this manual offers more in a new, compact fashion. Getting to know all about the Crowne Plaza brand will now be a breeze with an easy read that presents clear and concise expressions of our brand essence, personality, as well as key standards in C
3、rowne Plaza KEYs, design, products, services and facilities. We believe your knowledge and appreciation of these standards will create a positive impact on our brand. It will motivate your teams to achieve consistency in service and guest experience by understanding the importance of these standards
4、 and incorporating them into their daily duties. This will form the driving force behind a fast-growing business and a brand that will stand the test of time. This special prelude to our brand standards is accompanied with a CD-ROM, complete with a full collection of the original Crowne Plaza manual
5、s for further reading. You may also access these manuals through the InterContinental Hotels Groups Asia Pacific intranet resource website: I-Connect ). We hope these resources will help you and your teams uplift the brand experience, making the Crowne Plaza hotel truly THE PLACE TO MEET. Thank you.
6、 Regards, Steven Chan Director, Brand Standards and Services InterContinental Hotels Group Asia Pacific CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL Contents 1 Table of Contents 1 INTRODUCTION PAGE (A) Definitions and Use of Manual 1 1 (B) Effective Date 1 1 2 OVERVIEW OF CROWNE PLAZA BRAND (A) Brand
7、 Essence and Positioning Statement 2 1 (B) Brand Values 2 1 (C) Crowne Plaza KEYs 2 2 3 DELIVERY OF CROWNE PLAZA KEYs (A) KEY 1 : MEETING SUCCESS 3 1 (A1) 2-Hour Response Guarantee 3 1 A1.1 Overview 3 1 A1.2 Key Deliverables and Standards 3 1 (A2) Crowne Meetings Director 3 2 A2.1 Overview 3 2 A2.2
8、Key Deliverables and Standards 3 2 A2.2.1 Pre-Event 3 4 A2.2.2 During Event 3 4 A2.2.3 Post Event 3 5 (A3) Daily Meeting Debrief 3 5 A3.1 Overview 3 5 A3.2 Key Deliverables and Standards 3 6 A3.2.1 Welcome Meeting 3 6 A3.2.2 Daily Debrief 3 6 A3.2.3 Final Debrief 3 7 (A4) Crowne Plaza Meeting Servic
9、es 3 8 A4.1 Instant Meeting Check-In 3 8 A4.1.1 Overview 3 8 A4.1.2 Key Deliverables and Standards 3 8 A4.2 Instant Meeting Check-Out 3 9 A4.2.1 Overview 3 9 A4.2.2 Key Deliverables and Standards 3 9 A4.3 Mandatory Follow-Up 3 10 A4.3.1 Overview 3 10 A4.3.2 Key Deliverables and Standards 3 10 CROWNE
10、 PLAZA SUMMARY BRAND STANDARDS MANUAL Contents 2 (A5) Meeting Enhancements 3 11 A5.1 Delegates Amenities 3 11 A5.1.1 Overview 3 11 A5.1.2 Key Deliverables and Standards 3 11 A5.2 Facilitators Tool-Kit 3 11 A5.2.1 Overview 3 11 A5.2.2 Key Deliverables and Standards 3 11 A5.3 Facilitators Stool 3 12 A
11、5.3.1 Overview 3 12 A5.3.2 Key Deliverables and Standards 3 12 (A6) Food for Thought 3 13 A6.1 Snack Attack 3 13 A6.1.1 Overview 3 13 A6.1.2 Key Deliverables and Standards 3 13 A6.2 Lunching In 3 14 A6.2.1 Overview 3 14 A6.2.2 Key Deliverables and Standards 3 14 (B) KEY 2 : CONNECTIONS VILLAGE 3 15
12、(B1) Meet and Eat 3 15 B1.1 Overview 3 15 B1.2 Key Deliverables and Standards 3 15 (C) KEY 3 : ROOM TO RELAX 3 17 (C1) Bedside Shopping 3 17 C1.1 Overview 3 17 C1.2 Key Deliverables and Standards 3 17 (D) KEY 4 : MAKE IT HAPPEN 3 19 D1.1 Overview 3 19 4 BRAND PRODUCT AND SERVICE STANDARDS (A) GUESTR
13、OOMS 4 1 (A1) General Overview 4 1 (A2) General Design Guidelines 4 1 A2.1 Room Types 4 1 A2.1.1 Standard Guestrooms 4 1 A2.1.2 Club Floor Guestrooms and Suites 4 2 A2.2 Furniture and Dcor 4 2 A2.2.1 Balcony Furnishings 4 3 A2.3 Floor Covering and Carpet 4 4 CROWNE PLAZA SUMMARY BRAND STANDARDS MANU
14、AL Contents 3 A2.4 Window Treatments (Draperies and Drapery Fabric) 4 4 A2.5 Seating and Upholstery Fabric 4 5 A2.6 Wall Covering 4 6 A2.7 Security 4 7 A2.8 Lightings 4 7 A2.9 Electrical Requirements 4 8 A2.10 Artwork 4 9 (A3) Equipment and Features 4 10 A3.1 General Items 4 10 A3.2 Telephony and Co
15、mmunications 4 11 A3.3 Entertainment 4 11 A3.4 Bedding Items and Linens 4 12 A3.4.1 Bed and Mattress 4 12 A3.4.2 Bedding Set Up and Linens 4 12 A3.5 Supplies and Stationery 4 13 (A4) Services 4 14 A4.1 Standard Guestroom Services 4 14 A4.1.1 Room Service / In-Room Dining 4 14 A4.1.2 Newspaper 4 14 A
16、4.1.3 Dry Cleaning, Laundry and Pressing Services 4 14 A4.2 Club Floor Guestroom and Suites Services 4 15 (B) GUESTROOM BATHROOMS 4 16 (B1) General Overview 4 16 (B2) General Design Guidelines 4 16 B2.1 Fixtures and Fittings 4 16 (B3) Equipment and Features 4 17 B3.1 General Items 4 17 B3.2 Bathroom
17、 Amenities 4 18 B3.3 Bath Linens 4 18 (C) MAIN LOBBY AREAS AND FRONT DESK 4 19 (C1) General Overview 4 19 (C2) General Design Guidelines 4 19 C2.1 Main Lobby Areas 4 19 C2.2 Front Desk 4 19 C2.3 Bell Desk / Concierge 4 20 C2.4 Luggage Storage 4 20 C2.5 Fire Control Room 4 20 C2.6 Internal Signage 4
18、20 CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL Contents 4 C2.7 Valet Parking 4 20 C2.8 Public Restrooms 4 21 C2.9 House Phones 4 21 (C3) Services 4 21 C3.1 Front Desk Services 4 21 C3.1.1 Arrival and Welcome 4 21 C3.1.2 Currency Exchange 4 21 C3.1.3 Lost and Found 4 21 C3.1.4 Safety Deposit Boxes 4
19、22 C3.1.5 Transport Services 4 22 C3.2 Concierge Services 4 22 C3.3 Door Service 4 22 C3.4 Bell Service 4 23 D BACK OF HOUSE AND EMPLOYEE FACILITIES 4 24 (D1) General Overview 4 24 (D2) General Design Guidelines 4 24 D2.1 PBX 4 24 D2.2 Reservations 4 24 D2.3 Housekeeping 4 24 D2.4 Hotel Computer Roo
20、m 4 25 D2.5 Employees Locker Rooms 4 25 D2.6 Employees Cafeteria 4 25 D2.7 Maintenance and Engineering Area 4 25 (D3) Services 4 26 D3.1 Housekeeping 4 26 D3.2 Maintenance and Engineering 4 26 (E) CROWNE PLAZA CLUB FLOOR AND LOUNGE (Optional) 4 27 (E1) General Overview 4 27 (E2) General Design Guide
21、lines 4 27 E2.1 Club Floor Reception 4 27 E2.2 Club Floor Lounge 4 28 E2.3 Workstations 4 28 E2.4 Boardroom / Meeting Rooms 4 28 (E3) Equipment and Features 4 29 E3.1 General Areas of Club Floor 4 29 E3.2 Crowne Plaza Club Lounge 4 29 E3.3 Workstations 4 30 E3.4 Boardroom / Meeting Rooms 4 30 CROWNE
22、 PLAZA SUMMARY BRAND STANDARDS MANUAL Contents 5 (E4) Services 4 31 E4.1 Crowne Plaza Club Lounge 4 31 E4.1.1 All Day Service 4 31 E4.1.2 Breakfast Service 4 31 E4.1.3 Afternoon Tea 4 31 E4.1.4 Cocktail Service 4 31 E4.2 Boardroom / Meeting Rooms 4 31 (F) FITNESS CENTER 4 32 (F1) General Overview 4
23、32 (F2) General Design Guidelines 4 32 (F3) Equipment and Features 4 33 F3.1 Common Areas within Fitness Center 4 33 F3.2 Exercise Room 4 33 (F4) Services 4 35 (G) RECREATIONAL FACILITIES 4 36 (G1) General Overview 4 36 (G2) General Design Guidelines 4 36 G2.1 Swimming Pool 4 36 G2.1.1 Lap Pools 4 3
24、6 G2.1.2 Recreational Pools (Leisure Market) 4 36 G2.2 Spa Center (Optional) 4 37 (G3) Equipment and Features 4 37 G3.1 Swimming Pool 4 37 G3.2 Spa Center 4 37 (G4) Services 4 38 G4.1 Swimming Pool 4 38 G4.2 Spa Center 4 38 (H) FOOD AND BEVERAGE OUTLETS 4 39 (H1) General Overview 4 39 H1.1 Hotel Res
25、taurant 4 39 H1.2 Third Party Restaurants 4 39 (H2) General Design Guidelines 4 39 (H3) Services 4 39 (I) MEETING AND BANQUET FACILITIES 4 40 (I1) General Overview 4 40 (I2) General Design Guidelines 4 40 I2.1 Pre-function Area 4 40 I2.2 Registration Desk 4 41 CROWNE PLAZA SUMMARY BRAND STANDARDS MA
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