国际酒店服务标准.docx
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国际酒店服务标准.docx
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国际酒店服务标准
◆HotelPremises/Guest’sroom
⏹PerformanceStandards
●Premises/Facilities
●ParkingLot/garage
●Parkingspacesmustbeclearlylines.
●Pavementmustbefreeofexcessivedebris.
●Entrancetomaindrivewayofhotelmustbewellmarked.
●Clearsignsmustbepostedindicatingentrancelocation.
●Clearsignsmustbepostedindicationheightlimitationsofgarageentrance.
●Clearsignsmustbepostedindication-parkingcirculation(parkinglotandgarage).
●Clearsignsmustbepostedindicatinginternalhoteldestinationdirections.
●Clearsignsmustbepostedindicatingexit.
●Parkinglot/garagelightfixturesmustbewelllit.
●Allparkinglot/garagelightfixturesmustbefreeofrepair/replacementneeds.
●Allpavementsurfacesmustbeingoodphysicalcondition.
●Exterior
●Exteriorofhotelmustbeingoodphysicalcondition.
●PrimaryEntrance
●plants/décoratprimaryentrancemustbeattractive.
●Doorsatprimaryentrancemustbeingoodworkingorder.
●Ashtraymustbeavailableatprimaryentrance.
●Trashreceptaclemustbeavailableatprimaryentrance.
●Décor/structuresatprimaryentrancemustbeingoodphysicalcondition
●Pavement/carpetingentrancemustbeingoodphysicalcondition.
●Lobby
●Décorinlobbymustbeup-todateandattractive.
●Plantsinlobbymustbehealthyandattractive.
●Lobbymusicmustnicelycomplimentthestyleofhotel.
●Ambianceoflobbymustbesoothing,relaxingandenjoyable.
●Temperatureinlobbymustbecomfortable.
●Lightinginlobbymustbeappropriateandcomfortable.
●Ifsmokingnotpermitted,clearsignsmustbepostedindicatingthis.
●Adequateseatingmustbeavailableinlobby.
●Readingmaterialsmustbeavailableinlobby.
●Furniture/décorinlobbymustbeingoodphysicalcondition.
●Receptioncountermustbeingoodphysicalcondition
●Floor/carpetinginlobbymustbeingoodphysicalcondition
●Guest’sroomcorridors
●Décoringuest’sroomcorridorsmustbeup-to-dateandattractive
●Floralarrangementsinguest’sroomcorridorsmustbeattractive
●Guest’sroomcorridorsmustbefreeofinsectsandinsectsandrodents
●Temperaturewithinguest’sroomcorridorsmustbecomfortable
●Guest’sroomcorridorlightingmustbeappropriateandcomfortable
●Appropriatedirectionalsignsmustbepresentinguest’sroomcorridors
●Vending/icemachinesinguest’sroomcorridorsmustbeworkingproperly
●Nonsmokingguest’sroomfloorsmustbeclearlysigned
●Floor/carpetinginguest’sroomcorridorsmustbeingoodphysicalcondition
●Baseboardsinguest’scorridorsmustbeingoodphysicalcondition
●Wallfixturesinguest’sroomcorridorsmustbegoodphysicalcondition
●Wallsinguest’sroomcorridorsmustbeingoodphysicalcondition
●Doorexteriorsinguest’sroomcorridorsmustbeingoodphysicalcondition
●Doorframesinguest’sroomcorridorsmustbeingoodphysicalcondition
●Serviceentrancedoorsinguest’sroomcorridorsmustbeingoodphysicalcondition
●Windowtreatmentsinguest’sroomcorridorsmustbeingoodphysicalcondition
●Ceilinginguest’sroomcorridorsmustbeingoodphysicalcondition
●Furnishing/decoringuest’sroomcorridorsmustbeingoodphysicalcondition
●Signsinguest’sroomcorridorsmustbeingoodphysicalcondition
●Elevators
⏹Plants/décoratelevatorlandingmustbeattractive.
⏹Signworkinelevatorcarsmustbeattractive.
⏹Elevatorsmustbeworkingproperly.
⏹Averagewaitforelevatormustbe30secondsorless.
⏹Ifsmokingpermitted,ashtraysmustbeavailableatelevatorlandings.
⏹Floor/carpetinginelevatorcars/landingsmustbeingoodphysicalcondition.
⏹Elevatorcarstructuresmustbeingoodphysicalcondition.
⏹Furnishing/décoratelevatorlandingsmustbeingoodphysicalcondition.
●Meeting/banquetAreas
⏹Overalldécorinmeeting/banquetareasmustbeup-to-dateandattractive.
⏹Floralarrangementsinmeeting/banquetareasmustbeup-to-dateandattractive.
⏹Furnishingsanddécorinmeeting/banquetareasmustbeup-to-dateandattractive.
⏹Temperaturewithinmeeting/banquetareasTemperaturewithmustbeup-to-dateandattractive.
⏹Meeting/banquetareaslightingmustbeappropriateandcomfortable
⏹Phonesbooksmustbeavailableatphonebaysinmeeting/banquetareas
⏹Phonesinmeeting/banquetareasmustbedisplayhoteldepartmentnumbers
⏹Phonesinmeeting/banquetareasmustdisplaytelephonenumbers
⏹Appropriatedirectionalsignsmustbeavailablewithinmeeting/banquetareas
⏹Ifsmokingnotpermitted,signworkindicatingthismustbepostedinmeeting/banquetareas.
⏹Floor/carpetinginmeeting/banquetareasmustbeingoodphysicalcondition.
⏹Baseboardsinmeeting/banquetareasmustbeingoodphysicalcondition.
⏹Fixturesinmeeting/banquetareasmustbeingoodphysicalcondition.
⏹Serviceentrancedoorsinmeeting/banquetareasmustbeingoodphysicalcondition.
⏹Serviceentranceareacarpetinginmeeting/banquetareasmustbeingoodphysicalcondition.
⏹Furnishingsanddécorinmeeting/banquetareasmustbeingoodphysicalcondition.
⏹Ceilingsinmeeting/banquetareasmustbeingoodphysicalcondition.
●PublicRestroom
●Furnishingsanddécorinpublicrestroomsmustbeup-to-dateattractive.
●Temperaturewithinpublicrestroomsmustbecomfortable.
●Lightingwithinpublicrestroomsmustbeappropriateandcomfortable.
●Toiletsinpublicrestroomsmustbegoodworkingorder.
●Urinalsinpublicrestroomsmustbegoodworkingorder.
●Sinksinpublicinpublicrestroomsmustbegoodworkingorder.
●Alllightingwithinpublicrestroomsmustbegoodworkingorder.
●Paperdispensersinpublicrestroomsmustbegoodworkingorder.
●Stallpartitionsinpublicrestroomsmustbegoodphysicalcondition.
●Stalldoorsinpublicrestroomsmustbegoodphysicalcondition.
●Floorsinpublicrestroomsmustbegoodphysicalcondition.
●Vanitiesinpublicrestroomsmustbegoodphysicalcondition.
●Mirrorsinpublicrestroomsmustbegoodphysicalcondition.
●Toiletrydispensersinpublicrestroomsmustbegoodphysicalcondition.
●Wallsinpublicrestroomsmustbegoodphysicalcondition.
●Ceilingsinpublicrestroomsmustbegoodphysicalcondition
●HealthClub
●Overalldécorofhealthclubmustbeup-to-dateandattractive.
●Entryandreceptionareasofhealthclubmustbewellmaintainedandattractive.
●Temperaturewithinhealthclubmustbecomfortable
●Signspostedwithinhealthclubmustbeprofessionalandattractive.
●Poolwaterclaritymustbegood.
●Poolwatermustbecleanandfreeofdebris.
●Poolfurnituremustbeattractive.
●Poolperimeterlandscapingmustbeattractiveandwellmaintained.
●Adequatetowelsmustbeavailablewithinthehealthclub
●Signworkinstructinglocationoftowelswithinhealthclubmustbeavailable.
●Signsmustbepostedindicatinglocationofhealthclub.
●Signsmustbepostedatentrywayindicatinghealthclub
●TVmustbeavailableinexerciseareaofhealthclub.
●TVreceptionmustbecleanandcrisp.
●Healthclubinteriorlightingmustbeingoodworkingorder.
●Clearinstructionsmustbepostedforuseofexerciseequipmentwithinhealthclub
●Allexerciseequipmentmustbeingoodworkingorder.
●Clockmustbeavailablewithinhealthclub.
●Secondhandofclockmustbevisibleformequipmentlocation.
●Clocktimemustbeaccurate.
●Readingmaterialsmustbeavailablewithinthehealthclub
●Doorsinhealthclubmustbeingoodphysicalcondition
●Vanitiesinhealthclubmustbeingoodphysicalcondition
●Faucetsinhealthclubmustbeingoodphysicalcondition
●Sinksinhealthclubmustbeingoodphysicalcondition
●Toiletsinheathclubmustbeingoodphysicalcondition
●Showercurtains/doorsinlockerareaofhealthclubmustbeingoodphysicalcondition.
●Wallsinhealthclubmustbeingoodphysicalcondition.
●Pooldeckinginhealthclubmustbeingoodphysicalcondition.
●Poolbasininhealthclubmustbeinphysicalcondition.
●PublicAreas
●Fireexitsmustbeeasilyvisible,withsignslit.
●Fireinstructionsmustbepostedatelevators.
●Fireescapesmustbelitatnight.
●Interiorcommonarealightingmustbesufficient.
●Exteriorcommonarealightingmustbesufficient.
●Stairsthroughouthotelmusthaveside-holdingbar.
●Fireextinguishersmustbeingoodworkingorder.
●HVACsystemservingthehotel’spremisesmustbefunctioningproperlyandmustmaintainappropriate,comfortabletemperatureatalltimes.
●Alllightinginpublicareasmustbeadequate.
●Allpublicareaphonesmustbeworkingproperly.
●Walkwaysthroughoutthehotelmustbefreeofhazardousconditions.
●PBSSYSTEM
●Voicemailsystemavailabletoguestsmustbefunctioningproperly.
●Guestsmustreceiveclear,crisp,audibleconnectionswhenplacingcalls.
●Departmentnumberslistedinguest’sroomandpublicareaphonesmustbeaccurateandfunctioning.
●Ifnoansweringuest’sroom,guestvoicemailsystemmustengageon5thring
●Guest’sroom
●GeneralRequirements
●Upholsteryandfurnitureinguest’sroommustbeunstained.
●Carpetinginguest’sroomsmustbeunstained.
●Guest’sroomsmustbefreeofexcessivenoises.
●Furnitureinguest’sroomsmustbeattractive.
●Lineninguest’sroomsmustbeattractive.
●Draperycontrolsinguest’srooms.
●Chairatworkdesksinguest’sroomsmustbeatacomfortableheightinrelationshiptothedesktop.
●Theremustbeaphoneorphonejackavailableattheworkdesksinguest’srooms.
●Sufficienthangersmustbeinclosetsinguest’srooms.
●Closetlightingmustbesufficient.
●Lampsinguest’sroomsmustprovideadequatelightingtoallareasneeded.
●Lamp/lightswitchesinguest’sroomsmustbeeasytolocate.
●Clockilluminationmustbevisibleatalltimes.
●Alarmclocksinguest’sroomsmustbeeasytooperate.
●Ironingboardsingu
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