1、 CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL Dear General Managers, It gives me great pleasure to introduce this special compendium: The Crowne Plaza Summary Brand Standards Manual dedicated to you, the leader who has what it takes to make a difference in
2、our brand. The epitome of the less is more dictum, this manual offers more in a new, compact fashion. Getting to know all about the Crowne Plaza brand will now be a breeze with an easy read that presents clear and concise expressions of our brand essence, personality, as well as key standards in Cro
3、wne Plaza KEYs, design, products, services and facilities. We believe your knowledge and appreciation of these standards will create a positive impact on our brand. It will motivate your teams to achieve consistency in service and guest experience by understanding the importance of these standards a
4、nd incorporating them into their daily duties. This will form the driving force behind a fast-growing business and a brand that will stand the test of time. This special prelude to our brand standards is accompanied with a CD-ROM, complete with a full collection of the original Crowne Plaza manuals
5、for further reading. You may also access these manuals through the InterContinental Hotels Groups Asia Pacific intranet resource website: I-Connect (www.iconnect.bz). We hope these resources will help you and your teams uplift the brand experience, making the Crowne Plaza hotel truly THE PLACE TO ME
6、ET. Thank you. Regards, Steven Chan Director, Brand Standards and Services InterContinental Hotels Group Asia Pacific CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL Contents 1 Table of Contents 1 INTRODUCTION PAGE (A) Definitions and Use of Manual 1 1 (B) Effective Date 1 1 2 OVERVIEW OF CROWNE PLAZA B
7、RAND (A) Brand Essence and Positioning Statement 2 1 (B) Brand Values 2 1 (C) Crowne Plaza KEYs 2 2 3 DELIVERY OF CROWNE PLAZA KEYs (A) KEY 1 : MEETING SUCCESS 3 1 (A1) 2-Hour Response Guarantee 3 1 A1.1 Overview 3 1 A1.2 Key Deliverables and Standards 3 1 (A2) Crowne Meetings Director 3 2 A2.1 Over
8、view 3 2 A2.2 Key Deliverables and Standards 3 2 A2.2.1 Pre-Event 3 4 A2.2.2 During Event 3 4 A2.2.3 Post Event 3 5 (A3) Daily Meeting Debrief 3 5 A3.1 Overview 3 5 A3.2 Key Deliverables and Standards 3 6 A3.2.1 Welcome Meeting 3 6 A3.2.2 Daily Debrief 3 6 A3.2.3 Final Debrief 3 7 (A4) Crowne Plaza
9、Meeting Services 3 8 A4.1 Instant Meeting Check-In 3 8 A4.1.1 Overview 3 8 A4.1.2 Key Deliverables and Standards 3 8 A4.2 Instant Meeting Check-Out 3 9 A4.2.1 Overview 3 9 A4.2.2 Key Deliverables and Standards 3 9 A4.3 Mandatory Follow-Up 3 10 A4.3.1 Overview 3 10 A4.3.2 Key Deliverables and Standar
10、ds 3 10 CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL Contents 2 (A5) Meeting Enhancements 3 11 A5.1 Delegates Amenities 3 11 A5.1.1 Overview 3 11 A5.1.2 Key Deliverables and Standards 3 11 A5.2 Facilitators Tool-Kit 3 11 A5.2.1 Overview 3 11 A5.2.2 Key Deliverables and Standards 3 11 A5.3 Facilitator
11、s Stool 3 12 A5.3.1 Overview 3 12 A5.3.2 Key Deliverables and Standards 3 12 (A6) Food for Thought 3 13 A6.1 Snack Attack 3 13 A6.1.1 Overview 3 13 A6.1.2 Key Deliverables and Standards 3 13 A6.2 Lunching In 3 14 A6.2.1 Overview 3 14 A6.2.2 Key Deliverables and Standards 3 14 (B) KEY 2 : CONNECTIONS
12、 VILLAGE 3 15 (B1) Meet and Eat 3 15 B1.1 Overview 3 15 B1.2 Key Deliverables and Standards 3 15 (C) KEY 3 : ROOM TO RELAX 3 17 (C1) Bedside Shopping 3 17 C1.1 Overview 3 17 C1.2 Key Deliverables and Standards 3 17 (D) KEY 4 : MAKE IT HAPPEN 3 19 D1.1 Overview 3 19 4 BRAND PRODUCT AND SERVICE STANDA
13、RDS (A) GUESTROOMS 4 1 (A1) General Overview 4 1 (A2) General Design Guidelines 4 1 A2.1 Room Types 4 1 A2.1.1 Standard Guestrooms 4 1 A2.1.2 Club Floor Guestrooms and Suites 4 2 A2.2 Furniture and Dcor 4 2 A2.2.1 Balcony Furnishings 4 3 A2.3 Floor Covering and Carpet 4 4 CROWNE PLAZA SUMMARY BRAND
14、STANDARDS MANUAL Contents 3 A2.4 Window Treatments (Draperies and Drapery Fabric) 4 4 A2.5 Seating and Upholstery Fabric 4 5 A2.6 Wall Covering 4 6 A2.7 Security 4 7 A2.8 Lightings 4 7 A2.9 Electrical Requirements 4 8 A2.10 Artwork 4 9 (A3) Equipment and Features 4 10 A3.1 General Items 4 10 A3.2 Te
15、lephony and Communications 4 11 A3.3 Entertainment 4 11 A3.4 Bedding Items and Linens 4 12 A3.4.1 Bed and Mattress 4 12 A3.4.2 Bedding Set Up and Linens 4 12 A3.5 Supplies and Stationery 4 13 (A4) Services 4 14 A4.1 Standard Guestroom Services 4 14 A4.1.1 Room Service / In-Room Dining 4 14 A4.1.2 Ne
16、wspaper 4 14 A4.1.3 Dry Cleaning, Laundry and Pressing Services 4 14 A4.2 Club Floor Guestroom and Suites Services 4 15 (B) GUESTROOM BATHROOMS 4 16 (B1) General Overview 4 16 (B2) General Design Guidelines 4 16 B2.1 Fixtures and Fittings 4 16 (B3) Equipment and Features 4 17 B3.1 General Items 4 17
17、 B3.2 Bathroom Amenities 4 18 B3.3 Bath Linens 4 18 (C) MAIN LOBBY AREAS AND FRONT DESK 4 19 (C1) General Overview 4 19 (C2) General Design Guidelines 4 19 C2.1 Main Lobby Areas 4 19 C2.2 Front Desk 4 19 C2.3 Bell Desk / Concierge 4 20 C2.4 Luggage Storage 4 20 C2.5 Fire Control Room 4 20 C2.6 Inter
18、nal Signage 4 20 CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL Contents 4 C2.7 Valet Parking 4 20 C2.8 Public Restrooms 4 21 C2.9 House Phones 4 21 (C3) Services 4 21 C3.1 Front Desk Services 4 21 C3.1.1 Arrival and Welcome 4 21 C3.1.2 Currency Exchange 4 21 C3.1.3 Lost and Found 4 21 C3.1.4 Safety De
19、posit Boxes 4 22 C3.1.5 Transport Services 4 22 C3.2 Concierge Services 4 22 C3.3 Door Service 4 22 C3.4 Bell Service 4 23 D BACK OF HOUSE AND EMPLOYEE FACILITIES 4 24 (D1) General Overview 4 24 (D2) General Design Guidelines 4 24 D2.1 PBX 4 24 D2.2 Reservations 4 24 D2.3 Housekeeping 4 24 D2.4 Hote
20、l Computer Room 4 25 D2.5 Employees Locker Rooms 4 25 D2.6 Employees Cafeteria 4 25 D2.7 Maintenance and Engineering Area 4 25 (D3) Services 4 26 D3.1 Housekeeping 4 26 D3.2 Maintenance and Engineering 4 26 (E) CROWNE PLAZA CLUB FLOOR AND LOUNGE (Optional) 4 27 (E1) General Overview 4 27 (E2) Genera
21、l Design Guidelines 4 27 E2.1 Club Floor Reception 4 27 E2.2 Club Floor Lounge 4 28 E2.3 Workstations 4 28 E2.4 Boardroom / Meeting Rooms 4 28 (E3) Equipment and Features 4 29 E3.1 General Areas of Club Floor 4 29 E3.2 Crowne Plaza Club Lounge 4 29 E3.3 Workstations 4 30 E3.4 Boardroom / Meeting Roo
22、ms 4 30 CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL Contents 5 (E4) Services 4 31 E4.1 Crowne Plaza Club Lounge 4 31 E4.1.1 All Day Service 4 31 E4.1.2 Breakfast Service 4 31 E4.1.3 Afternoon Tea 4 31 E4.1.4 Cocktail Service 4 31 E4.2 Boardroom / Meeting Rooms 4 31 (F) FITNESS CENTER 4 32 (F1) Gener
23、al Overview 4 32 (F2) General Design Guidelines 4 32 (F3) Equipment and Features 4 33 F3.1 Common Areas within Fitness Center 4 33 F3.2 Exercise Room 4 33 (F4) Services 4 35 (G) RECREATIONAL FACILITIES 4 36 (G1) General Overview 4 36 (G2) General Design Guidelines 4 36 G2.1 Swimming Pool 4 36 G2.1.1
24、 Lap Pools 4 36 G2.1.2 Recreational Pools (Leisure Market) 4 36 G2.2 Spa Center (Optional) 4 37 (G3) Equipment and Features 4 37 G3.1 Swimming Pool 4 37 G3.2 Spa Center 4 37 (G4) Services 4 38 G4.1 Swimming Pool 4 38 G4.2 Spa Center 4 38 (H) FOOD AND BEVERAGE OUTLETS 4 39 (H1) General Overview 4 39
25、H1.1 Hotel Restaurant 4 39 H1.2 Third Party Restaurants 4 39 (H2) General Design Guidelines 4 39 (H3) Services 4 39 (I) MEETING AND BANQUET FACILITIES 4 40 (I1) General Overview 4 40 (I2) General Design Guidelines 4 40 I2.1 Pre-function Area 4 40 I2.2 Registration Desk 4 41 CROWNE PLAZA SUMMARY BRAN
26、D STANDARDS MANUAL Contents 6 I2.3 Function Rooms 4 41 I2.4 Divisible Ballroom 4 41 I2.5 Boardrooms 4 42 (I3) Equipment and Features 4 42 I3.1 Communication 4 42 I3.1.1 PA System 4 42 I3.1.2 High Speed Internet Access 4 42 I3.2 Audiovisual 4 43 I3.3 Stage Platform 4 43 (I4) Services 4 43 (J) BUSINES
27、S CENTER 4 44 (J1) General Overview 4 44 (J2) General Design Guidelines 4 44 (J3) Equipment and Features 4 44 (J4) Services 4 45 J4.1 Photocopy and Transparency Services 4 45 J4.2 Facsimile (Fax) Services 4 45 J4.3 Outgoing Mail and Overnight Shipping 4 45 J4.4 Hours of Operation 4 45 5 IHG AND CROW
28、NE PLAZA MANDATORY PROGRAMS (A) GENERAL OVERVIEW 5 1 (B) CROWNE PLAZA WORLDWIDE PROGRAMS 5 2 (B1) Crowne Plaza Worldwide Customer Service Program 5 2 B1.1 With Our Compliments Program 5 2 (C) IHG WORLDWIDE PROGRAMS 5 2 (C1) IHG Worldwide Marketing and Customer Service Programs 5 2 C1.1 Priority Club
29、 Rewards 5 3 C1.1.1 Signage and Applications 5 3 C1.1.2 Guaranteed Room Availability 5 3 C1.1.3 Room Upgrade 5 4 C1.1.4 Early Check-In 5 4 C1.1.5 Priority Check-In 5 4 C1.1.6 Extended Check-Out 5 5 C1.1.7 Verifying Point Balance 5 5 C1.1.8 Express Reservations 5 5 C1.2 Lowest Internet Rate Guarantee
30、d 5 6 C1.3 Corporate Gold Program 5 6 CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL Contents 7 C1.4 Guaranteed Response for RFP Solicitation 5 7 (C2) IHG Worldwide Employee Program 5 8 C2.1 Employee Room Benefit Program 5 8 C2.1.1 Employee Eligibility / Verification of Employment 5 8 C2.1.2 Rates 5 9
31、(C3) IHG Worldwide Hotel Audit Programs 5 10 C3.1 Quality Evaluation System (QES) 5 10 C3.1.1 Mandatory Full Annual Self-Audit 5 10 C3.1.2 Partial Self-Audit 5 11 C3.2 Guest Satisfaction Tracking System (GSTS) 5 11 C3.2.1 Methodology 5 11 C3.2.2 Reporting 5 12 C3.3 Employee Satisfaction Pulse Survey
32、 (ESPS) 5 12 C3.3.1 Methodology 5 13 C3.3.2 Reporting 5 13 (D) IHG ASIA PACIFIC PROGRAMS 5 14 (D1) IHG Asia Pacific Owners Program 5 14 D1.1 Partners Card Program 5 14 D1.1.1 Partners Card Privileges and Benefits in Asia Pacific 5 15 D1.1.2 Operational Standards 5 16 Legend _ Denotes that more infor
33、mation on this topic is available in other Hotel Standards Manuals and Guides within I-Connect (www.Iconnect.bz). Denotes that more information on this topic is available in the following sections of this manual. 2006 by InterContinental Hotels Group Asia Pacific. All rights reserved. This Manual is
34、 the proprietary business information of InterContinental Hotels Group Asia Pacific and may not be copied or distributed without its consent. CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL 1 0 CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL 1 1 SECTION 1 : INTRODUCTION (A) DEFINITIONS AND USE OF MANUALS A1
35、. The Crowne Plaza Summary Brand Standards Manual is designed and intended mainly for Owners and General Managers. This manual outlines the minimum standards required to protect the brand defining elements, trade and service marks associated with the Crowne Plaza system of hotels. The ways and means
36、 to achieve these requirements is the responsibility of the General Manager who controls the day to day operations and the management of the hotel. A2. This Crowne Plaza Summary Brand Standards Manual provides an executive overview of the Crowne Plaza hotel brand. Please refer to the chart below for
37、 the complete set of Crowne Plaza brand manuals available in InterContinental Hotel Groups, Asia Pacific intranet resource website I-Connect. (www.iconnect.bz) (B) EFFECTIVE DATE B1. This is version 1.0 of the brand standards manual and it is effective 1 OCTOBER 2006 CROWNE PLAZA SUMMARY BRAND STAND
38、ARDS MANUAL 2 0 CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL 2 1 SECTION 2 : OVERVIEW OF CROWNE PLAZA BRAND (A) BRAND ESSENCE AND POSITIONING STATEMENT A1. Crowne Plaza is an international brand offering upscale accommodation with enhanced services and facilities. It is the smart choice of todays exp
39、erienced traveler who appreciates value and excellence without extravagance. Crowne Plaza hotels are located in major market gateways, developing business centers and key leisure destinations around the world. A2. Crowne Plaza Hotels and Resorts are The Place To Meet. In all advertising and marketin
40、g, Crowne Plaza is positioned as the ideal upscale brand for small to medium-sized meetings. A3. By combining high-quality, up-to-date products with professional, passionate, service, Crowne Plaza hotels will be the preferred upscale brand for Meeting Planners and business travelers. (B) BRAND VALUE
41、S B1. Built around the essence of Successful Interactions, our brand values are those that all our employees should live by and hold closest to their professional duties. These values are reflective of our brand and reflect our commitment to being The Place To Meet. Capable To best support our guest
42、s in making things happen, we must be anticipative, competent and efficient in our professional duties, and must understand basic business needs. Sensitive We must understand that our guests are here to meet business objectives, so we have to be sensitive to their emotional needs. Supportive We have
43、 the infrastructure and people to back up our guests in their business operations. We provide them with all the essential ingredients for successful interactions. Trust All relationships are created on the basis of trust. And we must gain the trust of our guests by delivering on our promise. Underst
44、ated We are the people behind the scenes, working together with our guests, who are the real stars of the show. Our role is naturally one that is important, but as quiet and discreet as possible. CROWNE PLAZA SUMMARY BRAND STANDARDS MANUAL 2 2 (C) CROWNE PLAZA KEYs C1. Crowne Plaza KEYs are defining
45、 elements that clearly differentiate the customer and guest experience from our competitors and make us The Place To Meet. C2. These KEYs must be delivered consistently from hotel to hotel to protect the integrity of the brand and used to exceed customer and guest expectations. As the brand continue
46、s to evolve, additional features, services, or amenities may be designated as a Crowne Plaza KEYs. C3. Currently, there are four Crowne Plaza KEYs : Meeting Success Weve conceived dedicated product and service offerings that make formal meetings successful from enquiry to completion. But more than j
47、ust tools, Meeting Success is about making things work for our customers. The Crowne Meetings Director, Daily Meeting Debrief, Crowne Plaza Meeting Services and Meeting Enhancements are the manifestations of this belief. Connections Village To let our customers enjoy the perfect environment for succ
48、essful informal meetings, we have developed a range of features to accommodate them and provide necessary support, and wherever in the hotel they choose to convene. This approach means coming up with innovative services like the Meet & Eat menu, wireless connectivity (lobby and lounge, caf, poolside
49、 and pre-function areas) and meeting space options beyond the usual business rooms. Room To Relax Beyond comfort and relaxation, our rooms are distinctively designed with the Thoughtful Achiever in mind. As a hotel that anticipates the needs of its customers, our rooms allow for rest, as well as pre
50、paration for important meetings ahead. Everything is at hand with Bedside Shopping that gives working in comfort true meaning. Making It Happen Underlining it all is a service culture that encourages staff to listen, think, solve and implement, enabling successful interactions for our customers. Sta
