洲际集团亚太服务标准.doc

PAGE 1 PAGE 34 ASIA PACIFIC CONSOLIDATED SERVICE STANDARDS 亚太区统一的服务标准 HOLIDAY INN HOTELS RESORTS CROWNE PLAZA HOTELS RESORTS INTER-CONTINENTAL HOTELS RESORTS 假日酒店 皇冠假日酒店 洲际 Prepared by Wolfgang Grimm Vice President Operations Support – Asia Pacific March 2001 To perform a key-word search of this document: Ctrl + F Type Key Word(s) Enter 按Ctrl+F输入关键词回车键即可找到本文件 ?2001 by Bass Hotels Resorts, Inc. All rights reserved. These standards are confidential and propriety property of Bass Hotels Resorts, Inc. and may not be copied or distributed without its consent.  A ACCOUNTING 7 A 1 RESERVATIONS 7 DISHONOURED RESERVATIONS 8 ADVANCE DEPOSITS 8 CANCELLATION PROCEDURES – FIT 9 CANCELLATION PROCEDURES – GROUP 9 A 2 CHECK-IN 10 A 3 BANKING/CASHIER SERVICES 11 CURRENCY EXCHANGE 11 PERSONAL CHEQUES 11 A 4 SAFE DEPOSIT BOXES A 5 CHECK-OUT 12 A 6 FOOD BEVERAGE OUTLETS 13 A 7 GUEST COMPLAINTS 14 BC BUSINESS CENTRE 16 GENERAL 16 SUPPLIES EQUIPMENT 16 E ENGINEERING 19 E 1 MAINTENANCE GENERAL 19 E 2 TRAVELLERS WITH DISABILITIES 20 FB FOOD BEVERAGE 23 FB1 BARS LOUNGES 23 FB 2 BANQUETING CONFERENCES 25 QUOTATIONS 25 BUFFET SERVICE 26 LUNCH DINNER SERVICE 26 COCKTAIL SERVICE 26 COFFEE BREAK SERVICE 27 BEFORE AN EVENT 27 AFTER AN EVENT 29 FB 3 INFORMAL / PRIMARY RESTAURANT 31 RESERVATIONS 31 GREETING SEATING 31 MENUS 31 TABLE SERVICE 32 GUEST CHECKS 32 SET-UP STANDARDS 33 FB 4 SPECIALTY RESTAURANT 34 RESERVATIONS 34 GREETING SEATING 35 TABLE SERVICE 35 WINE SERVICE 38 GUEST CHECKS 39 AFTER CUSTOMER DEPARTS 39 FB 5 ROOM SERVICE 39 SERVICE TIMES 40 ORDER TAKING 40 ORDER OF SERVICE 42 C