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1、ASIA PACIFICCONSOLIDATED SERVICE STANDARDSHOLIDAY INN HOTELS & RESORTSCROWNE PLAZA HOTELS & RESORTSINTERCONTINENTAL HOTELS & RESORTS2003 by Six Continents Hotels, Inc. All rights reserved.These standards are confidential and propriety property of Six Continents Hotels, Inc.and may not be copied or d
2、istributed without its consent.AACCOUNTING 7A 1RESERVATIONS 7DISHONOURED RESERVATIONS 8ADVANCE DEPOSITS 8CANCELLATION PROCEDURES FIT 9CANCELLATION PROCEDURES GROUP 9A 2 CHECK-IN 10A 3BANKING/CASHIER SERVICES 11CURRENCY EXCHANGE 11PERSONAL CHEQUES 11A 4 SAFE DEPOSIT BOXES 12A 5CHECK-OUT 12A 6FOOD & B
3、EVERAGE OUTLETS 14A 7 GUEST COMPLAINTS 15BCBUSINESS CENTRE 16GENERAL 16SUPPLIES & EQUIPMENT 16EENGINEERING 19E 1MAINTENANCE & GENERAL 19E 2TRAVELLERS WITH DISABILITIES 20FBFOOD & BEVERAGE 14FB1BARS & LOUNGES 23FB 2BANQUETING & CONFERENCES 25QUOTATIONS 25BUFFET SERVICE 26LUNCH & DINNER SERVICE 26COCK
4、TAIL SERVICE 26COFFEE BREAK SERVICE 27BEFORE AN EVENT 27AFTER AN EVENT 29FB 3INFORMAL / PRIMARY RESTAURANT 30RESERVATIONS 30GREETING & SEATING 30MENUS 30TABLE SERVICE 31GUEST CHECKS 31SET-UP STANDARDS 32FB 4 SPECIALTY RESTAURANT 33RESERVATIONS 33GREETING & SEATING 34TABLE SERVICE 34WINE SERVICE 36GU
5、EST CHECKS 38AFTER CUSTOMER DEPARTS 38FB 5ROOM SERVICE 38SERVICE TIMES 38ORDER TAKING 39ORDER OF SERVICE 40CHECK PROCEDURE 42TROLLEY/TRAY COLLECTION 42FB 6MINI-BAR 43STOCK/SUPPLIES 43SERVICING 43BILLING 44CHARGE DISPUTES 45ICE/VENDING MACHINES 45FB 7KITCHENS 45GENERAL 45A LA CARTE 45BUFFET 47ROOM SE
6、RVICE 47FB 8STEWARDING 47FOFRONT OFFICE 49FO 1RESERVATIONS 49GUARANTEED RESERVATIONS 50DISHONOURED RESERVATIONS 51ADVANCE DEPOSITS 52CLUB RESERVATIONS 52GROUP RESERVATIONS 53CANCELATION PROCEDURE 54ACCOUNTING 55FO 2FRONT DESK 55CHECK-IN 55DEPARTING GUESTS / CHECK-OUT 57GUEST MESSAGES 59FRONT DESK SU
7、PPIES 60FO 3GUEST RELATIONSINSTANT SERVICE CENTRE 64FO 4UNIFORMED SERVICE 66FO 5BUSINESS CENTER 69FO 6CLUB FLOORS 70FO 7TRANSPORTATION SERVICE 73FO 8GARAGE 73FO 9VALET PARKING 74FO 10GIFT SHOP 74HKHOUSEKEEPING 75HK 1ROOMS 75GENERAL 75MAKE UP 78LOST & FOUND 79GUESTROOM ACCESSORIES 80BATHROOM AMENITIE
8、S 83IN-ROOM ADVERTISING 85GUEST SUPPLIES 86BEDDING / LINEN SUPPLIES 87HK 2PUBLIC AREA 89GUEST FLOOR CORRIDORS 89LIFT AREA 89PUBLIC AREAS 89HRHUMAN RESOURCES 91HR 1HUMAN RESOURCES MANAGEMENT 91HR 2RECRUITMENT AND EMPLOYMENT PRACTICES 91HR 3EMPLOYEE COMMUNICATION 92HR 4EMPLOYEE RELATIONS & RECOGNITION
9、 93HR 5EMPLOYEE UNIFORMS & FACILITIES 93HR 6EMPLOYEE WELFARE 94HR 7PERFORMANCE MGT & CAREER PLANNING 94HR 8INDUSTRIAL RELATIONS 95HR 9COMPENSATION & BENEFITS 95HR 10HR ADMINISTRATION 95HR 11HR DEPARTMENT 96TRTRAINING 97TR 1HOTEL TRAINING & DEVELOPMENT 97TR 2ORIENTATION 98TR 3DEPARTMENTAL TRAINING 99
10、TR 4SUPERVISORY TRAINING & DEVELOPMENT 100TR 5MANAGEMENT TRAINING & DEVELOPMENT 101TR 6TRAINING ADMINISTRATION 101TR 7TRAINING RESOURCES 102TR 8ACCREDITATION OF TRAINING 103LLAUNDRY 104LSLIFE SAFETY 106LEISURE FACILITIES 108MSMARKETING & SALES 109MS 1PRIORITY CLUB REWARDS 109PROGRAMME STRUCTURE109SI
11、GNATURE MEMBERSHIP109GOLD & PLATINUM MEMBERSHIP109RULES OF OPERATION110RECOGNITION110BENEFITS110AWARDS & REDEMPTIONS112“TERMS & CONDITIONS”113MS 2SIX CONTINENTS CLUB117“TERMS & CONDITIONS”118MS 3100% SATISFACTION GUARANTEE /THE HOSPITALITY PROMISE PROGRAMME118MS 4WITH OUR COMPLIMENTS /FORGET SOMETHING? PROGRAMME119MS 5GUEST SATISFACTION TRACKING SYSTEM (GSTS)120MS 6CROWNE PLAZA MEETING KEYS121MS 7KIDS EAT FREE127MS 8BEST-4-BREAKFAST128MS 9TRAVEL AGENT COMMISSION PROG
