Basic information of five-star hotels

6.5 five-star

a. The function division is reasonable;

B. The facilities are convenient and safe to use.

6.5.2 interior and exterior decoration adopts high-grade and luxurious materials, with exquisite workmanship and outstanding style.

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

16.5.4 There is central air conditioning (except villa resort), and all areas are well ventilated.

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

6.5.6 background music system.

6.5.7 Front Hall

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

B. The atmosphere is luxurious, the style is unique, the decoration is elegant, the colors are coordinated, and the light is sufficient;

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

D. The general service desk has signs in Chinese and English, reception, inquiry and checkout are set up in different sections, and staff are on duty 24 hours a day.

E. Message service is provided;

F. provide one-time general bill settlement service (except commodities);

g. provide credit card services;

h.18h provides foreign currency exchange services;

i. The main service desk provides promotional materials of hotel services, 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 transport, and newspapers and periodicals suitable for hotel guests;

J. can directly accept domestic and international room reservations within 18 hours, and can book other domestic hotel rooms on behalf of J.

K. There is a safe for valuables opened by the hotel and guests at the same time. Safe location is safe and hidden, which can protect the privacy of guests;

L. A doorman shall be set up to meet the guests and greet them in 18h;

m. set up full-time baggage handlers, have special baggage carts and provide baggage service 24 hours a day. There is a small luggage storage area,

n. There is a duty manager to receive guests for 24 hours,

o. There is a lobby manager to serve in the front hall for 18 hours;

p. set up a rest place for guests in the non-business area;

Q. provide in-store tracing service;

R. provide valet booking and taxi arrangement services;

S. There are ramps for people with disabilities in the foyer and main public areas, and wheelchairs are provided. There are special toilets or toilet seats for the disabled, which can provide special services for the disabled;

T. can provide services in at least two foreign languages (English is a necessary language). All instructions and services shall be expressed in Chinese and English at least at the same time;

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

6.5.8 guest rooms

a. There are at least 4 rooms (sets) available for rent;

B. the area of 7% guest rooms (excluding bathrooms and corridors) shall not be less than 2 square meters;

C. Luxurious decoration, including luxurious upholstered bed, writing desk, wardrobe, clothes rack, coffee table, chair or simple sofa, bedside table, bedside lamp, desk lamp, full-length mirror, luggage rack and other advanced supporting furniture. The interior is covered with high-grade carpets or high-quality wooden floors. Adopt regional lighting and the illumination of the target object is good;

D. There is a bathroom, which is 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 required if there is a separate shower room), a shower curtain and a clothesline. Take effective anti-skid measures. The bathroom is decorated with luxurious building materials on the ground and walls, with elegant and soft colors, zoning lighting and good illumination of the destination. Have a good exhaust system, 11/22V power socket, telephone auxiliary machine. Equipped with a hair dryer and a scale. 24-hour cold and hot water supply.

e. there are direct domestic and international long-distance calls. Instructions for use and local telephone directory are available next to the telephone;

F. There are color TV sets, audio equipment and closed-circuit television broadcasting system. There are not less than 16 broadcast channels, including satellite TV programs or self-run programs, with channel instructions and program lists. The broadcast content shall comply with the regulations of China municipal government. Self-run programs have at least 2 channels, which are broadcast at least twice a day, and the broadcast time at night is not earlier than 1 am;

g. having very effective noise prevention and sound insulation measures;

H. There are inner curtains and outer shading curtains;

i. There is a single room;

J. has a suite;

K. a luxury suite with at least 5 rooms;

L. There is a guest room for the disabled, and the equipment in this room can meet the general requirements of the disabled;

m. stationery suitable for the star rating of the hotel itself. 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 Lu's guest room and bathroom shall be completely tidied up once a day, and the sheets and pillowcases shall be changed daily, and the guest supplies and consumables shall be fully replenished, and they shall be cleaned and tidied at any time upon the request of the guests, and the guest supplies and consumables shall be replenished;

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

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

Q. There is a mini-bar (including a 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 extra chairs and tea service upon request;

S. provide wake-up call service;

T. provide message service;

u. provide clothes dry cleaning, wet cleaning, ironing and repair services, and return them to the guests within 24 hours. 18 hours to provide urgent service;

v. there is a room delivery menu and a drink list, and 24-hour Chinese and western breakfast and dinner room delivery services are provided. There are not less than 1 kinds of food delivery dishes, not less than 8 kinds of drinks, not less than 6 kinds of sweets, and there are food delivery cards that can be hung outside the door;

W. Provide shoeshine service.

6.5.9 restaurants and bars

a. the total number of seats is suitable for the reception capacity of rooms

b. there are Chinese restaurants with reasonable layout and luxurious decoration. Can provide at least two flavors of Chinese food. After dinner, the guest can order food no earlier than 22: ;

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

D. There is a unique, elegant and reasonable coffee shop (simple western restaurant). Can provide buffet breakfast and western-style dinner. The coffee shop (or a restaurant) has business hours of not less than 18 hours and has clear business hours;

e. there are appropriate banquet rooms or small banquet halls. Can provide Chinese and western banquet services;

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

g. 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).

6.5.1 Kitchen

A. The location is reasonable and the layout is scientific, so as to ensure that the food delivery route is short and does not intersect with other public areas;

B. The wall is covered with ceramic tiles, and the ground is covered with anti-slip materials, with a ceiling;

C. The cold dish room and pastry room are separated independently, and there are sufficient air-conditioning equipment. 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 should be more adequate than that in the guest room;

e. sufficient 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. There is a spring door between the kitchen and the dining room, which has the functions of sound insulation, heat insulation and odor isolation.

i. Take effective measures to kill mosquitoes, flies, bees and other pests.

6.5.11 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. There is a public telephone and a local telephone book;

D. There are separate toilets for men and women;

e. There is a shopping mall selling daily necessities, souvenirs, handicrafts and other commodities;

F. There is a business center, which 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 an infirmary;

H. provide ticketing services such as purchasing transportation, movies, and visits;

i. provide sightseeing services in the city;

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

6.5.12 Select items (***78 items, with at least 35 items)

6.5.12.1 Guest Room (1 items)

A. Audio-visual equipment can be used in the guest room to provide possible inquiry services such as bills and voice mail services;

B. The toilet has a drinking water system;

C. No less than 5% of guest rooms have separate bathrooms and bathtubs;

D. No less than 5% of guest rooms and bathrooms have separate wet and dry areas (with independent dressing rooms);

e. All suites are provided with bathrooms for owners and visiting guests;

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

g. There is equipment for sending and receiving faxes or emails in the guest rooms on the business floor;

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

I provide laundry express service 24 hours a day;

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. There are other foreign restaurants except western restaurants, equipped with special kitchens,

D. There are cake houses;

e. a restaurant with flavor;

F. There is a grand banquet hall for formal banquets of at least 2 people, with a special banquet kitchen;

g. There are at least 1 restaurants with different flavors (except the large and small banquet halls);

H. There is a 24-hour restaurant.

6.5.12.3 Business facilities and services (5 items)

A. Provide Internet services with a transmission rate of not less than 64 kbit/s;

B. Closed telephone rooms (at least 2);

C. negotiation room (accommodating at least 1 people);

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

e. Library (with at least l books).

6.5.12.4 Conference facilities (1 items)

A. There is a special conference hall with cloakroom for meetings of at least 2 people

B. There are at least 2 small conference rooms

C. Simultaneous interpretation facilities (in at least 4 languages);

D. having conference call facilities;

e. having a live video and audio relay system;

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

G. There is a special copy room equipped with sufficient copier equipment;

H. modern electronic printing and binding equipment;

i. There is a photographic film developing room;

J. has an exhibition hall of at least 5 square meters.

6.5.12.5 public facilities and health and entertainment facilities (42 items).

a. dance halls;

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

C. Game room;

D. chess room;

e. movie theater;

F. Regular song and dance performances;

g. Multi-function hall, which can provide services such as meetings, buffet parties, cocktail parties, etc., and can also serve as karaoke bars, dance halls

H. Gym;

i. massage room;

J. sauna;

K. steam bath;

L. surfing bath;

m. solarium;

n. indoor swimming pool (with a water surface area of at least 4m2),

o. outdoor swimming pool (with a water surface area of at least 1m2);

p. tennis court;

Q. Bowling room (at least 4 lanes);

R. Rock climbing practice room;

S. squash room;

T. billiards room;

u. multifunctional comprehensive fitness massager;

v. electronic simulation golf course;

W. Golf driving range;

X. Golf course (at least 9 holes),

Y. Circuit;

aa. Racecourse;

ab. shooting range;

ac. archery range;

ad. actual combat simulation amusement park;

ge. table tennis room;

af. skating rink;

ag. outdoor ski resort;

ah. Self-use bathing beach;

ai. diving;

aj. surfing at sea;

ak. Fishing;

ai. beauty salon,

am. boutique;

an. an independent bookstore;

ao. Independent flower shop;

ap. 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. service quality requirements

7.1 basic principles of service

7.1.1 treat guests equally, regardless of race, nationality, country, wealth, closeness, and 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 requires

a. gfd of service personnel is dignified, generous and neat. The service personnel shall wear the work badge, which meets the post requirements;

B. Service personnel should have a natural, kind and cordial expression and advocate smiling service.

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

7.2.3 Language requirements

A. Language should be civilized, polite, concise and clear;

B. Promote speaking Mandarin;

C. when the questions raised by the guests cannot be solved, they should be patiently explained, and should not be pushed around and dealt with.

7.2.4 service capabilities and skills require service personnel to have corresponding business knowledge and skills and be proficient in using them.

7.3 the service quality assurance system has a complete set of effective management systems and operating standards that are suitable for the operation of the hotel, and there are inspection, supervision and treatment measures.