皇冠假日酒店 品牌服务标准(英)P180.pdf
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1、 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.Se rv i c eSt a n d a rd sThese Standards are the c o n f i d e n t i a la n dp ro p ri e t a ry property of Bass Hotels & Resorts, Inc. and may not be copied or distributed without consent. 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.
2、-I.ACCOUNTING(A)Reservations2Check - In2In - House Guest2Safe Deposit Boxes3Check - Out3Food and Beverage Outlets4Guest Complaints4II.AIRPORTSHUTTLEBUSSERVICE(ASB)Service6Facilities7Product7III.BARS& LOUNGE(BL)Service10Table / Bar Service10Checks10Facilities11Product12IV.BUSINESSCENTER(BC)Service14-
3、15Facilities15-17Product18V.CONFERENCE& BANQUETING(CB)Sales20-22Facilities22-25Operations25-27VI.CROWNEPLAZACLUBFLOOR(CF)General30Guest Room30-31Lounge31-33VII.ENGINEERING(E)Operations36Guest Areas36-37Equipment37-38VIII.FITNESSCENTER(FC)Service40Activities40General40-41Equipment41Safety41Benefits41
4、Facilities42-44Product44 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.IX.FRONTOFFICE(FO)Service46-49Facilities49Product50Reservations50-51X.GUESTRELATIONS(GR)Service54-55Product55-56XI.HOUSEKEEPING(HK)Service58-59Facilities60Product61-64Public Areas64-65Environment65XII.HUMANRESOURCES& TRAI
5、NING(HR)Training68-71Training Administration72-73Personnel73-76XIII.INFORMALRESTAURANTS(IR) General78-82Menu Composition82-85Product85-87XIV.KITCHEN/ STEWARDING(KS)The Kitchen90-91Buffet91-93Stewarding 93-94Food Specifications94XV .LAUNDRY(L)Service96-97Presentation97-98Facilities98Product98-99XVI.M
6、ANAGEMENTINFORMATIONSERVICES(MIS)Service102Facilities102-103XVII.MINI-BARS(MB)Service106-107Product107Marketing107XVIII.PRIORITYCLUBWORLDWIDE(PCW)Member Benefits & Services110-111Reservations111Guest Relations111-112 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.Reception / Cashier112General
7、112Operation113XIX.PUBLICRELATIONS(PR)Service116-119Office Administration119-121Crisis Communication121-122XX.ROOMSERVICE(RS)Service124-126Facilities126-127Menu Standards127-129Menu Specifications129-130Trolley and Tray Standards130-131XXI.SALES(S)Sales Office134Administration134Procedures135-136Act
8、ivities136-138Group Bookings139-140XXII.SECURITY(SC)Service142Precautions 142-143XXIII.SPECIALITYRESTAURANT(FD)Service146-148Guest Checks148General149Facilities150Product150-153XXIV.TELEPHONES(T)Service156-158Product159-161Facilities162-163XXV.UNIFORMEDSERVICES(US)Concierge / Guest Service Agent166-
9、167Door Staff167-168Bell Staff168-169XXVI.VALETPARKING(VP)Service172-173Facilities 173Product173 1999. Bass Hotels & Resorts, Inc. All Rights Reserved. 1999. Bass Hotels & Resorts, Inc. All Rights Reserved. 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.A 1Staff will not tell customers to con
10、tact other departments, butwill make these contacts on clients behalfA 2Payment instructions will be verified if there is no establishedaccount with hotelA 3All reservations on credit will be authorized by Credit Manager,Assistant Controller or ControllerA 4Confirmed groups and tours will be on an e
11、stablished grouppolicy / agreementA 5Timely receipt of group deposits will be ensured to minimizecredit risk (local regulations apply)A 6Entries on registration card will be legible A 7If account to company, billing instructions in hand will be veri-fiedA 8Staff will ask method of payment of guest a
12、nd open folios asnecessaryA 9If guest is paying by credit card, an imprint will be taken atcheck-inA 10A pre-payment will be obtained for guests who do not haveapproved creditA 11Staff will indicate on registration card if guest is a Priority ClubWorldwide memberA 12A credit limit code will be enter
13、ed for each guest, dependingupon billing instructions or method of paymentA 13Currency exchange rates will be clearly displayed at the FrontDesk (if service provided)A 14Rates on Property Management System and the front desk dis-play will be the same at all timesA 15An exchange receipt will indicate
14、 guest name, room number,date, amount, currency - local value, and will be produced forall foreign currency changesRE S E RVAT I O N SCH E C K- ININ- HO U S EGU E S T 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.SA F EDE P O S I TBOX E SCH E C K- OU TA 16Guest safe deposit boxes will have a
15、 double-key opening systemA 17Safe deposit box keys will not be marked with the box numberand no duplicates held. A coded system will be used which isunderstood only by the staffA 18Guest will sign a card, indicating guest room number, agreeingto the terms and conditions of safe deposit box use, inc
16、ludinglost key chargeA 19Prior to every safe deposit box access, guests signature will beverifiedA 20If the box is to be forced open in an emergency, security will, inthe presence of guest, Duty Manager, and another hotel officer,force safe deposit box open, record in occurrence book, witnessand sig
17、n over contents to guest. The box will be repaired atguests expense as notified under terms and conditions on SafeDeposit cardA 21Guest name and room number will be verified. Guest will beaddressed by name in a friendly, courteous manner; eye con-tact will be established. Guests will be asked if the
18、y enjoyedtheir stay, with comments being passed on to appropriatedepartmentsA 22Staff will ask about last - minute charges and post them to guestaccount accordinglyA 23If two or more folios were set up, staff will check that no extraswere posted to main accountA 24Folio will be printed out and prese
19、nted to guest for verification,with postings explained, if necessary. Guests booked throughtravel agencies with a voucher will not be able to view room rateA 25Originals (top copies) of all charge dockets will be readily avail-able at the cashier / reception until guest checks outA 26The form of pay
20、ment will be postedA 27If payment is with a credit card, the floor limit, signature andexpiration date will be checkedA 28Guest will sign bill if account is charged to master account forgroup business 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.A 29A check or bill will be opened as soon as
21、 order is takenA 30If charged to a hotel guest room, name and room number willbe clearly printed in addition to the signatureA 31All charges to room accounts will be posted to the Front Officesystem via the Point of Sales system as soon as the guest hassigned the billA 32All cash payments will be po
22、sted via the Point of Sales and acopy presented to the guest with the chargeA 33All guest complaints will be handled in accordance with applicable Bass Hotels & Resorts Rules of Operation. This Ruleof Operation will be available on-line and through writtenaddendums to this manual.FO O D& BE V E R AG
23、 EOU T L E TSGU E S TCO M P LA I N TS 1999. Bass Hotels & Resorts, Inc. All Rights Reserved. 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.This service is mandatory for Crowne Plaza Hotels and Re s o rts designated as “A i r p o rt” or “A i r p o rt Are a” 1999. Bass Hotels & Resorts, Inc. A
24、ll Rights Reserved.ASB 1This service must be fully insuredASB 2Service will be free of charge unless local conditions justify acharge. This must be approved by the Area President in writing ASB 3Coverage will be based on airline arrivals and departures, in asuitable vehicle in good, clean condition.
25、 Guests should not berequired to wait more than 30 minutes for transportationASB 4All telephone calls will be answered before the 4th ringASB 5The greeting will be clear and audible and a standard script willbe used when answering calls, using guests name if possibleASB 6In-coming calls will not be
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