国际酒店服务标准Word文件下载.docx

国际酒店服务标准Word文件下载.docx

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●Exteriorofhotelmustbeingoodphysicalcondition.

●PrimaryEntrance

●plants/dé

coratprimaryentrancemustbeattractive.

●Doorsatprimaryentrancemustbeingoodworkingorder.

●Ashtraymustbeavailableatprimaryentrance.

●Trashreceptaclemustbeavailableatprimaryentrance.

●Dé

cor/structuresatprimaryentrancemustbeingoodphysicalcondition

●Pavement/carpetingentrancemustbeingoodphysicalcondition.

●Lobby

corinlobbymustbeup-todateandattractive.

●Plantsinlobbymustbehealthyandattractive.

●Lobbymusicmustnicelycomplimentthestyleofhotel.

●Ambianceoflobbymustbesoothing,relaxingandenjoyable.

●Temperatureinlobbymustbecomfortable.

●Lightinginlobbymustbeappropriateandcomfortable.

●Ifsmokingnotpermitted,clearsignsmustbepostedindicatingthis.

●Adequateseatingmustbeavailableinlobby.

●Readingmaterialsmustbeavailableinlobby.

●Furniture/dé

corinlobbymustbeingoodphysicalcondition.

●Receptioncountermustbeingoodphysicalcondition

●Floor/carpetinginlobbymustbeingoodphysicalcondition

●Guest’sroomcorridors

coringuest’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/dé

coratelevatorlandingmustbeattractive.

⏹Signworkinelevatorcarsmustbeattractive.

⏹Elevatorsmustbeworkingproperly.

⏹Averagewaitforelevatormustbe30secondsorless.

⏹Ifsmokingpermitted,ashtraysmustbeavailableatelevatorlandings.

⏹Floor/carpetinginelevatorcars/landingsmustbeingoodphysicalcondition.

⏹Elevatorcarstructuresmustbeingoodphysicalcondition.

⏹Furnishing/dé

coratelevatorlandingsmustbeingoodphysicalcondition.

●Meeting/banquetAreas

⏹Overalldé

corinmeeting/banquetareasmustbeup-to-dateandattractive.

⏹Floralarrangementsinmeeting/banquetareasmustbeup-to-dateandattractive.

⏹Furnishingsanddé

⏹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.

corinmeeting/banquetareasmustbeingoodphysicalcondition.

⏹Ceilingsinmeeting/banquetareasmustbeingoodphysicalcondition.

●PublicRestroom

●Furnishingsanddé

corinpublicrestroomsmustbeup-to-dateattractive.

●Temperaturewithinpublicrestroomsmustbecomfortable.

●Lightingwithinpublicrestroomsmustbeappropriateandcomfortable.

●Toiletsinpublicrestroomsmustbegoodworkingorder.

●Urinalsinpublicrestroomsmustbegoodworkingorder.

●Sinksinpublicinpublicrestroomsmustbegoodworkingorder.

●Alllightingwithinpublicrestroomsmustbegoodworkingorder.

●Paperdispensersinpublicrestroomsmustbegoodworkingorder.

●Stallpartitionsinpublicrestroomsmustbegoodphysicalcondition.

●Stalldoorsinpublicrestroomsmustbegoodphysicalcondition.

●Floorsinpublicrestroomsmustbegoodphysicalcondition.

●Vanitiesinpublicrestroomsmustbegoodphysicalcondition.

●Mirrorsinpublicrestroomsmustbegoodphysicalcondition.

●Toiletrydispensersinpublicrestroomsmustbegoodphysicalcondition.

●Wallsinpublicrestroomsmustbegoodphysicalcondition.

●Ceilingsinpublicrestroomsmustbegoodphysicalcondition

●HealthClub

●Overalldé

corofhealthclubmustbeup-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