6.5 five stars

A. reasonable division of functions;

B. These facilities are convenient and safe to use.

6.5.2 The interior and exterior decorations are made of high-grade luxury materials with exquisite workmanship and outstanding style.

6.5.3 The graphic symbols of hotel public information conform to LB/Tool.

16.5.4 There is central air conditioning (except for villas and resorts), and all areas are well ventilated.

6.5.5 There is a computer management system suitable for hotel star rating.

6.5.6 Music system with background.

antechamber

A. the area is spacious and suitable for the reception capacity;

B. Luxurious atmosphere, unique style, elegant decoration, harmonious tone and sufficient light;

C. There is a general service desk suitable for the hotel scale and star rating.

D the main service desk is marked in Chinese and English, and the reception, inquiry and checkout are divided into sections, and the staff is on duty 24 hours a day.

E. providing message service;

F. Provide one-time ordinary bill settlement service (except commodities);

G. providing credit card services;

H. 18h provides foreign currency exchange services;

First, the reception desk provides hotel service publicity materials, hotel price lists, local traffic maps in Chinese and English, national tourist traffic maps, introductions of tourist attractions in this city and the whole country, timetables of various means of transportation, and newspapers and periodicals suitable for hotel guests;

J can directly accept 18h domestic and international room reservation, and can reserve other domestic hotel rooms.

K. Both the hotel and the guests have opened safes to store valuables. The safe location is safe and hidden, which can protect the privacy of guests;

Length should specify a doorman to meet the guests at 18h;

Meter (short for meter) is equipped with full-time baggage handlers, equipped with special baggage carts, and provides baggage service 24 hours a day. There is a small luggage storage area,

Set up a duty manager to receive guests 24 hours a day.

O appoint a lobby manager to serve in the 18h lobby;

Page (the abbreviation of page) sets up a guest rest place in the non-business area;

Q. provide in-store tracking services;

R. provide valet booking and taxi service;

There are ramps for disabled people in the south gate hall and major public areas, and wheelchairs are provided. There are toilets or toilet seats for the disabled, which can provide special services for the disabled;

Services cannot be provided in at least two foreign languages (English is a necessary language). All instructions and services should be expressed in at least both Chinese and English;

The company switchboard can provide telephone service for guests in at least three foreign languages (English is the necessary language).

guest room

A at least 40 rooms (sets) are available for rent;

B. 70% of the guest room area (excluding bathrooms and corridors) is not less than 20 square meters;

C. Luxury decoration, including luxury upholstered bed, writing desk, wardrobe and clothes rack, coffee table, chair or simple sofa, bedside table, bedside lamp, desk lamp, floor lamp, full-length mirror, luggage rack and other advanced supporting furniture. The interior is covered with high-grade carpet or high-quality wood floor. Using regional lighting, the illumination of the target object is good;

D. There is a bathroom, equipped with a high-grade pumping bucket, a dressing table (equipped with a washbasin and a toilet mirror), a bathtub with a shower head (shower head is not needed if there is a separate shower room), a shower curtain and a clothesline. Take effective anti-skid measures. The bathroom floor and wall are decorated with luxurious building materials, with elegant and soft colors, zoning lighting and good destination lighting. Have a good exhaust system, 1 10/220V power socket, telephone auxiliary machine. Equipped with hair dryer and weighing scale. 24-hour hot and cold water supply.

E. there are domestic and international direct dial telephones. There are instructions for use and a local telephone directory next to the phone;

F color TV sets, audio equipment and closed-circuit television broadcasting systems are all available. There are no less than 16 radio channels, including satellite TV programs or self-made programs, with channel descriptions and program lists. The broadcast content shall comply with the regulations of China municipal government. Self-run programs have at least 2 channels, broadcast at least twice a day, and the broadcast time ends at night not earlier than1am;

G. There are very effective noise prevention and sound insulation measures;

H. There are inner curtains and outer sunshade curtains;

First, there is a single room;

J. there are suites;

K. luxury suites with at least 5 rooms;

L there is a special room for the disabled, and the equipment in this room can meet the general requirements of the disabled;

Rice (short for meter) is suitable for the hotel's own star-rated stationery. There are hotel service guides, price lists, accommodation regulations, introduction of tourist attractions in this city, tourist traffic maps of this city, and newspapers and periodicals suitable for hotel guests;

N The guest rooms and bathrooms on the land shall be completely sorted every day 1 time, the sheets and pillowcases shall be replaced every day, and the guest supplies and consumables shall be fully supplemented, and shall be cleaned and sorted at any time at the request of the guests, and the guest supplies and consumables shall be supplemented;

O. Provide turndown service and place good night cards, flowers or gifts;

P provide cold and hot drinking water and ice cubes for p.24h hours, and provide tea or coffee for free;

Q. There is a mini-bar (including mini-refrigerator) in the guest room, which provides enough drinks, puts hard liquor in a proper position, and is equipped with drinking utensils and wine list;

R. When guests receive guests in the room, they can provide additional chairs and tea service as required;

South provides wake-up service;

T. providing message service;

The unit provides clothes dry cleaning, wet washing, ironing and repairing services, and returns them to the guests within 24 hours. 18h provides urgent service;

Verb (abbreviation of verb) has a room delivery menu and a wine list, providing 24-hour Chinese and Western breakfast and dinner service. No less than 10 kinds of food, no less than 8 kinds of drinks and no less than 6 kinds of sweets, and there are food delivery signs that can be hung outside the door;

W. provide shoeshine service.

6.5.9 Restaurants and bars

A. The total number of meals should be adapted to the reception capacity of the guest room.

B. There are Chinese restaurants with reasonable layout and luxurious decoration. Can provide at least two flavors of Chinese food. After dinner, guests should order food no earlier than 22: 00;

C. There are high-class western restaurants with reasonable layout, luxurious decoration and elegant style, with special western-style private rooms;

D there is a unique coffee shop (simple western restaurant) with elegant style and reasonable location. Buffet breakfast and western-style dinner can be provided. The business hours of coffee shops (or restaurants) shall be no less than 18h, and there shall be clear business hours;

E. there is a suitable banquet hall or small banquet hall. Can provide Chinese and western banquet services;

F a bar with reasonable location, elegant decoration, characteristics and independence;

Supervisors, foremen and waiters in restaurants and bars can provide services in fluent English. Restaurants and bars can provide services in at least three foreign languages (English is the necessary language).

6.5. 10 kitchen

A. The location is reasonable and the layout is scientific, ensuring that the food delivery route is short and does not cross other public areas;

B. Tile the wall, lay anti-skid materials on the ground and have a ceiling;

C the cold dish room and pastry room are separated independently, and the air conditioning equipment is sufficient. There are air disinfection facilities in the cold dish room;

D. The roughing room is isolated from the operation room, the temperature in the operation room is appropriate, and the cold air supply is more adequate than that in the guest room;

E. there is enough cold storage;

F. the location of the dishwashing room is reasonable;

G. There are special facilities for placing temporary garbage and keep them closed;

H between the kitchen and the dining room, there is a spring door, which is sound-proof, heat-insulating and odor-proof.

First, take effective measures to kill mosquitoes, flies, bees and other pests.

6.5. 1 1 public * * * area

A. There is a parking lot (underground parking lot or parking building);

B there are enough high-quality passenger elevators, the cars are elegantly decorated and there are service elevators;

C. having a public telephone and a local telephone book;

D. there are separate toilets for men and women;

E. There are shopping malls selling daily necessities, souvenirs, handicrafts and other commodities;

F 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 and other services;

G. there is a infirmary;

H provide ticketing services such as ticket purchase, transportation, movies and visits;

1. Providing sightseeing services in the city;

J there are special emergency power supply lines and emergency lighting.

6.5. 12 Select items (***78 items, at least 35 items)

6.5. 12. 1 guest room (item 10)

A. Possibility inquiry services such as bills can be provided in guest rooms through audio-visual equipment, and voice mail services can be provided;

B. the toilet has a drinking water system;

C not less than 50% of the guest rooms have separate bathrooms with showers and bathtubs;

D not less than 50% of guest rooms and bathrooms have separate dry and wet areas (with separate dressing rooms);

E. All suites are equipped with bathrooms for the use of the host and visiting guests;

F. Set up a business floor where people can check in and check out, and there is a business center and a place for guests to rest.

G. There is fax or e-mail receiving and sending equipment in the guest room on the business floor;

H. provide free in-store yuan line paging service for guests;

First, provide 24-hour laundry express service;

J. Entrusted agency service (golden key service).

6.5. 12.2 restaurants and bars (8 items)

A. there is a lobby bar;

B. there is a professional teahouse;

C besides western restaurants, there are other foreign restaurants with special kitchens.

D. there is a bakery;

E. a restaurant with flavor;

F. A grand ballroom with a formal banquet for at least 200 people, equipped with a special banquet kitchen;

G. There are at least 10 restaurants with different flavors (except banquet halls);

H. there is a restaurant that is open 24 hours a day.

6.5. 12.3 commercial facilities and services (5 items)

A. Providing Internet services with a transmission rate of not less than 64 kilobits per second;

B. Closed telephone rooms (at least 2);

C. negotiation room (at least 10 people);

D. provide translation, interpretation and full-time secretarial services;

E. Library (at least 1000 books).

Conference facilities (project 10)

A There is a special conference hall with cloakroom that can accommodate at least 200 people.

B.there are at least two small meeting rooms.

C simultaneous interpretation facilities (at least 4 languages);

D. there are telephone conference facilities;

E. There is a live video and audio relay system;

There are computers and computer projectors for rent, ordinary film projectors, slide projectors, video recorders and shredders.

G. Have a special copy room, equipped with sufficient copier equipment;

H. modern electronic printing and binding equipment;

First, there is a photographic film development room;

J. there is an exhibition hall of at least 5000 square meters.

6.5. 12.5 public health and entertainment facilities (42 items).

A. ballroom;

B. karaoke room or KTV room (at least 4 rooms)

C. game room;

D. chess room;

E. cinemas;

F. Regular song and dance performances;

G. Multi-function hall, which can provide services such as meetings, cold meals and receptions, and can also be used as karaoke bars and dance halls.

H. gym;

First, massage room;

J. sauna;

K. steam bath;

Length surfing bath;

M (short for meter)) solarium;

Indoor swimming pool (surface area of at least 40 square meters),

O. Outdoor swimming pool (surface area at least 100 m2);

Page (abbreviation of page) tennis court;

Bowling room (at least 4 lanes);

R. rock climbing practice room;

South squash room;

T. billiards room;

Unit multifunctional comprehensive fitness massager;

Verb (abbreviation for verb) electronically simulates a golf course;

W. golf driving range;

X. Golf course (at least 9 holes),

Y. circuit;

Aa。 Racecourse;

Ab。 Shooting range;

Alternating current Archery range;

Advertising. Actual combat simulation amusement park;

Ge. Table tennis room;

Af。 Ice rink;

Ag。 Outdoor ski resort;

Ah. Self-use bathing beach;

Ai. Diving;

Aj。 Surfing at sea;

Ak。 Fishing;

Ai. Beauty salon,

I am. Boutique;

Ann. Independent bookstore;

Oh. Independent flower shop;

Associated Press. Baby care and children's recreation room.

6.5. 12.6 safety facilities (3 items)

A. electronic card door lock;

B. guest room valuables safe;

C. self-contained power generation system.

7. Quality of service requirements

7. 1 Basic principles of service

7. 1. 1 Treat guests equally, regardless of race, nationality, country, wealth or personal relationship. Don't judge a book by its cover.

7. 1.2 Be polite, warm and friendly to the guests.

7. 1.3 Be honest with guests and deal fairly.

7. 1.4 Respect national customs and do not harm national dignity.

7. 1.5 Abide by national laws and regulations and protect the legitimate rights and interests of guests.

7.2 Basic service requirements

7.2. 1 gfd requirements

A. The service staff gfd is dignified, generous and neat. Service personnel should wear job badges that meet the post requirements;

B. The expressions of service personnel should be natural, cordial and cordial, and smiling service should be advocated.

7.2.2 Manners require civilized manners, dignified posture, active service and compliance with post specifications.

Language requirements

A. The language should be civilized, polite, concise and clear;

B. promoting the use of putonghua;

C. When the questions raised by the guests can't be solved, explain patiently and don't shirk.

7.2.4 Service business ability and skills require service personnel to have corresponding business knowledge and skills, and can skillfully use them.

7.3 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.