1、4.1 Executive LoungeKEY AREA - Executive Floor4.1.1The Executive Lounge must feature the following: Music system At least one TV in appropriate seating area set on a news channel International newspapers and magazines Hilton standard branded stationery must be available upon request Selection of boo
2、ks and games must be available upon request 4.1.2Guest amenities must be available upon request.4.1.3Business services must be made available which, at a minimum, include a fax machine, a PC with internet access, printer and photocopier.PURPOSE: To provide the business executive with the welcoming,
3、relaxing and intimate environment expected of this premium product.Hilton Brand StandardsIssue One: April 20054Fixtures and Equipment .RESOURCES/REFERENCES Hilton Executive & Business Floor reiterationof the standards (Europe & Africa) Hilton Brand Service Standards ChecklistOTHER RELEVANT SECTIONS
4、For more information on the Executive Lounge product, please refer to the Hilton Brand Service Standards section of this Manual.ADDITIONAL INFORMATION: THE EXECUTIVE FLOORThe Executive Floor is designed to function as a hotel within the hotel. Its aim is to attract thediscerning business traveller a
5、nd executive who prefer the individual attention of a small, intimate hotelwithout having to give up any of the many services a modern corporate hotel can offer. Guests feel special, welcome and confident about being in the Hotel. 4.2 Executive Floor Guest RoomKEY AREA - Executive Floor4.2.1All Exec
6、utive Floor Guest Rooms must feature: In-room safe A 25 inch television Two telephone lines Three phones in the room (1 on the desk, 1 at bedside, 1 in bathroom) Power and modem sockets at desk level with ISDN, PC/fax sockets Bedside radio/alarm clock Large, uncluttered desk, with chair at a height
7、you can work from Good quality reading lamp located close to or above the bed Business stationery (A4 paper and plenty of fax sheets) Most popular English language newspapers Ironing board and iron with steam setting Ice bucket and spoon/tongs Bathrobe and slippers Complimentary bottled still minera
8、l water (full size-daily refill) with with compliments card 2 international magazines 1 business magazine (e.g. Fortune) and 1 leisure magazine Tea & coffee making facilities, located close to the mini bar, with kettle base - not removablePURPOSE: To provide the business executive with the welcoming
9、, high quality service expected of this premium product.RESOURCES/REFERENCES Hilton Executive & Business Floor reiterationof the standards (Europe & Africa) Hilton Brand Service Standards ChecklistOTHER RELEVANT SECTIONS For more information on the Executive Floorand Executive Lounge product, please
10、 refer tothe Brand Products, Food and BeverageManagement, Housekeeping Management andHilton Brand Service Standards sections of thisManual.Hilton Brand StandardsIssue One: April 20054Fixtures and Equipment .4.3 In-Room Iron and Ironing BoardKEY AREA - Executive Floor4.3.1All Guest Rooms on the Execu
11、tive Floor, the Relaxation Rooms and Suites must be equipped with an iron and an ironing board which must be located in the wardrobe.4.3.2The iron must have the following features: Teflon bottom Auto shut-off Steam option Retractable cords are not recommended4.3.3The ironing board must be of a stand
12、ard size, in good repair, covered and padded.4.3.4Water must be removed from the iron daily.PURPOSE: To provide all guests with a consistent and hassle-free service.RESOURCES/REFERENCES OTHER RELEVANT SECTIONS Hilton Brand StandardsIssue One: April 20054Fixtures and Equipment .Hilton Brand Standards
13、Issue One: April 20054Fixtures and Equipment .4.4 Hilton Worldwide Resorts Kidz ClubKEY AREA - Hilton Worldwide Resorts4.4.1EQUIPMENTThe following equipment must be available for use by guests free of charge: Travel cots Highchairs Potties Baby baths Bottle sterilising facilities4.4.2 CHILDRENS GOOD
14、SThe following goods must be available for sale at the resort: Nappies Aqua nappies Formula milk Processed baby foods Sun hats Sunscreen4.4.3MINIMUM STANDARDS FOR BOTH LEVELS OF KIDZ CLUBSBasic ClubFull ClubArea/ActivityItemQuantityQuantityGuest RoomCotDeterminedDetermined by each resort by each res
15、ortCot mattressDeterminedDetermined by each resort by each resortCot sheetsDeterminedDetermined by each resort by each resortKids bathrobes40Socket covers Determined 40(pack of 10)by each resortKidz ClubFirst aid kit11TV11Video player11Video library2020PURPOSE: To ensure that guests enjoy a hassle-f
16、ree, friendly and convenient service throughout their holiday, meeting their expectations of the complete resort experience. Hilton Brand StandardsIssue One: April 20054Fixtures and Equipment .4.4 Hilton Worldwide Resorts Kidz Club (cont)KEY AREA - Hilton Worldwide Resorts4.4.3Minimum standards for
17、both levels of Kidz Clubs (cont):Basic ClubFull ClubArea/ActivityItemQuantityQuantityKidz ClubPortable music system11Book shelves1Books per age group2020Storage unit1Storage boxes4Arts & crafts cupboard1Toy storage boxes34Table22Chairs88Bean bags55Painting easel25Arts package11Art apron410Big play m
18、ats22Hopscotch foam11Learning carpet11Soft ring toss1Childrens Games 4-7 yearsPitch and catch 1Inflatable target11Hasbro 6 pin bowling11Hasbro Lucky Ducks1Hasbro Wheels on the Bus1MB Hungry Hippos11Lego Duplo11MB Frustration1Childrens Games 8-12 yearsMB Operation1MB Connect 411Hasbro Scrabble1Hasbro
19、 Sorry1Hasbro Simon1Hilton Brand StandardsIssue One: April 20054Fixtures and Equipment .4.4 Hilton Worldwide Resorts Kidz Club (cont)KEY AREA - Hilton Worldwide Resorts4.4.3Minimum standards for both levels of Kidz Clubs (cont):Basic ClubFull ClubArea/ActivityItemQuantityQuantityChildrens Games 8-12
20、 yearsMB Guess Who1MB Mousetrap11MB Perfection11MB Monopoly1MB Trouble1MB Battleships1MB Pictionary1MB Crossfire1MB Stratego1MB Upwords1MB Jenga11Chess11Draughts11Snakes and ladders11MB Yahtzee1Play Room Facilities 4-7 yearsRound ball 1Soft play sets 11Play tunnel11Play Room Facilities 8-12 years So
21、ny PlayStation 212Sony PlayStation 2 games1520Football table1Snooker table1Dining AreaPine high chairDetermined Determined by each resortby each resortPlastic booster seatDeterminedDetermined by each resortby each resortBottle warmersDetermined Determined by each resortby each resortToddlers tablewa
22、re and cutleryDeterminedDetermined by each resortby each resortOutdoor AreaPlayhouse1Car2Whale teeter totter4Hilton Brand StandardsIssue One: April 20054Fixtures and Equipment .4.4 Hilton Worldwide Resorts Kidz Club (cont)KEY AREA - Hilton Worldwide Resorts4.4.3Minimum standards for both levels of K
23、idz Clubs (cont):Basic ClubFull ClubArea/ActivityItemQuantityQuantityOutdoor AreaTricycle2Two wheel scooter2Supercycle2Protective helmet10Basketball set1Playground1Swingball1Bouncing ball4Hoops1Streamers1Soccer goal2Soccer ball2Pool AreaChanging mats2Holding pen2Junior armbands310Snorkel and flipper
24、s310Float14ADDITIONAL INFORMATION: HILTON WORLDWIDE RESORTSThe Hilton Worldwide Resorts experience must ensure that guests enjoy easy, friendly and convenient service throughout their holiday. All aspects of the guests experience, from communication with the potential destination to planning the vac
25、ation, arriving at the resort and throughout the visit, must be as hassle-free and seamless as possible. Guests will remain loyal to those resorts that provide a hassle-free, seamless experience through high quality premeditated service delivery.Hiltons aim is to remain consistent with guests percep
26、tion of Hilton Worldwide Resorts as a resort destination with the primary resort amenity on site or nearby. Meeting this expectation drives guest satisfaction and repeat business.4.4 Hilton Worldwide Resorts Kidz Club (cont)KEY AREA - Hilton Worldwide ResortsRESOURCES/REFERENCES Hilton Worldwide Res
27、orts Product and Service Standards Hilton Worldwide Resorts Specifications for Childrens facilities at Hilton WorldwideResorts Hilton Worldwide Resorts Kidz Paradise Identity Guidelines Issue 1 Hilton Worldwide Resorts Your guide to create local, regional marketing and PR campaign materials Hilton W
28、orldwide Resorts The Service Youd Rather Experience Training Toolbox Hilton Worldwide Resorts Designator DocumentOTHER RELEVANT SECTIONS For general Kidz Club information, please refer also to the Kidz Club standard in the Facilities section of this Manual For general information on the Hilton World
29、wide Resorts product, please refer to the Product Line Designation section of this Manual.Hilton Brand StandardsIssue One: April 20054Fixtures and Equipment .Hilton Brand StandardsIssue One: April 20054Fixtures and Equipment .4.5 In-Room EntertainmentKEY AREA - Operations4.5.1All Guest Rooms must pr
30、ovide: Pay-TV movies or alternative movie channels via cable provider Free premium news channels (a minimum of 1). For example, CNN, CNBC, BBC News 24 and/or Bloomberg TV Entertainment and sport channels in local language and English Internet Access, preferably High-Speed (HSIA) and recommended broa
31、dband or wireless Station and channel information must be clearly displayed All TV channels must provide a clear picture and sound A 21 inch (minimum) TV Set plus a remote control4.5.2Television remote controls must be clean and in good working order.4.5.3Television remote controls may not be securi
32、ty mounted (i.e. to the nightstand).4.5.4All Guest Rooms on the Executive Floor and all Relaxation Rooms and Suites must provide, at a minimum, a 25 inch TV Set. PURPOSE: To provide guests with the television experience they have at home.RESOURCES/REFERENCES OTHER RELEVANT SECTIONS Hilton Brand Stan
33、dards4Fixtures and Equipment .4.6 In-Room Work PlaceKEY AREA - OperationsWORKING DESK4.6.1All Guest Rooms must have a large working desk which is large enough and comfortable enough to work at. 4.6.2The design of the desk should complement the style of the Guest Room.4.6.3The desk must have a height
34、 of approximately 725mm from the floor to the top of the work surface with at least one drawer. 4.6.4The surface of the desk must be of a wooden finish, (timber) but it may have inlaid or overlaid glass.4.6.5The desk may be neatly screwed (not glued) to the wall for stability and to enable it to be
35、replaced easily in the future if necessary.DESK LIGHT4.6.6All desks must have a work light which complements the style of the Guest Room. 4.6.7It must be easily adjustable for angle/height and angle poise. 4.6.8Consideration should be given to having a low energy lamp fitted. 4.6.9The lamp must have
36、 an on/off switch on its base, which is easy to operate.DESK CHAIR4.6.10The Guest Room must have a desk chair to complement the style of the room and which is designed for use over approximately a 2 hour continuous period. 4.6.11For a city/business Affiliated Hotel, the desk chair must be an ergonom
37、ically designed office style chair (For new builds and refurbishments only).4.6.12The desk chair must have the usual office chair features such as armrests fitted as standard, adjustable gas lift (for height), good lumbar support and, ideally, back adjustment (For new builds and refurbishment only).
38、4.6.13The desk chair must be suitable for the surface of a fitted carpet. ELECTRICAL AND DATA OUTLETS4.6.14The Guest Room must feature a socket for the desk light on the floor/skirting near the desk.4.6.15The desk must have a telephone with an integral spare RJ11 socket on it.4.6.16The following soc
39、kets must be integrated in the desk (either in a concealed or exposed panel) or on the wall immediately behind the desk at a convenient height (For new builds and refurbishments only): 2 local standard twin-pin electrical sockets (for laptop/re-charger/ etc) 2 different line data/telephone/Internet
40、sockets. (These will usually be an RJ11 and an RJ45 socket, which can then be patched back at the computer patch panel or to an STSN terminal on the desk, to determine their final function, for example, data/voice).PURPOSE: To consistently meet the needs and expectations of todays business traveller
41、 by providing a fully functional working area.4.6 In-Room Work Place (cont)KEY AREA - OperationsHilton Brand StandardsIssue One: April 20054Fixtures and Equipment .RESOURCES/REFERENCES OTHER RELEVANT SECTIONS Hilton Brand StandardsIssue One: April 20054Fixtures and Equipment .4.7 In-Room Mini BarKEY
42、 AREA - Operations4.7.1All Guest Rooms must offer a non-absorption (ammonia free) mini bar.4.7.2The mini bar must have an automatic on/off timing feature to control the noise of the cooling process.4.7.3The mini bar must be constructed of a material that is easy to keep clean and insulated with a su
43、itable material blown with an environmentally friendly agent.Preferred Supplier:INDEL or BARTECHPURPOSE: To consistently meet guests expectations of guest room amenities.RESOURCES/REFERENCES Hilton Technical Guidelines - Specifications Hilton Intranet - ProcurementOTHER RELEVANT SECTIONS Hilton Bran
44、d StandardsIssue One: April 20054Fixtures and Equipment .4.8 In-Room SafeKEY AREA - Operations4.8.1All safes must be digital, electronic, battery operated and auditable.4.8.2Safes must be secured to the structure of the building or suitably accommodated as part of the room furniture. 4.8.3The dimens
45、ions of the safe must be such so that, at a minimum, the safe can accommodate a laptop. PURPOSE: To consistently meet guests expectations of secure facilities within their Guest Rooms.RESOURCES/REFERENCES Hilton Design Guidelines Specifications Hilton Intranet ProcurementOTHER RELEVANT SECTIONS Hilt
46、on Brand StandardsIssue One: April 20054Fixtures and Equipment .4.9 In-Room TelephonesKEY AREA - Operations4.9.1All Guest Rooms must have at least 2 telephone lines connected to a minimum of 2 phones. One telephone must be located by the bed, the other telephone must be connected at the work area or
47、 by the desk. Preferably, an additional phone should be installed in the bathroom.4.9.2The telephone located at the work area or by the desk must be equipped with an RJ11 telephone jack in the base of the telephone which is connected to the second telephone line and clearly labelled DATAPORT. Data p
48、orts located in an alternative location at working desk level is the preferred option.4.9.3Where Hi-Speed Internet Access is available it is not necessary to have a second line.PURPOSE: To consistently meet guests expectations of Guest Room telephones.RESOURCES/REFERENCESOTHER RELEVANT SECTIONS Hilt
49、on Brand StandardsIssue One: April 20054Fixtures and Equipment .4.10 In-Room Telephone FaceplatesKEY AREAS - AllThe following standards apply whenever existing phones are replaced or upgraded for any reason and for all new telephone installations:4.10.1The faceplates on Guest Room telephones must in
50、clude both international symbols and written descriptions, in appropriate language(s).4.10.2As a minimum, the faceplates must include the address, telephone and fax numbers of the Hotel and the relevant Guest Room number.4.10.3Guest Room telephones must be equipped with a Message Waiting light and v
