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 i
2、n 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 C
3、rowne 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
4、 and 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 manual
5、s for further reading. You may also access these manuals through the InterContinental Hotels Groups Asia Pacific intranet resource website: I-Connect ). We hope these resources will help you and your teams uplift the brand experience, making the Crowne Plaza hotel truly THE PLACE TO MEET. Thank you.
6、 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 BRAND (A) Brand
7、 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 Overview 3 2 A2.2
8、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 Meeting Servic
9、es 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 Standards 3 10 CROWNE
10、 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 Facilitators Stool 3 12 A
11、5.3.1 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 VILLAGE 3 15
12、(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 STANDARDS (A) GUESTR
13、OOMS 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 STANDARDS MANU
14、AL 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 Telephony and Co
15、mmunications 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 Newspaper 4 14 A
16、4.1.3 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 B3.2 Bathroom
17、 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 Internal Signage 4
18、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 Deposit Boxes 4
19、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 Hotel Computer Roo
20、m 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) General Design Guide
21、lines 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 Rooms 4 30 CROWNE
22、 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) General Overview 4
23、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 Lap Pools 4 3
24、6 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 H1.1 Hotel Res
25、taurant 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 BRAND STANDARDS MA
26、NUAL 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) BUSINESS CENTER 4 44
27、(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 CROWNE PLAZA MANDA
28、TORY 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 Rewards 5 3 C
29、1.1.1 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 Guaranteed 5 6 C1.3 Cor
30、porate 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 (C3) IHG World
31、wide 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 (ESPS) 5 12 C
32、3.3.1 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 information on this
33、 topic is available in other Hotel Standards Manuals and Guides within I-Connect (). 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 the proprietary business inf
34、ormation 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. The Crowne Plaza Summary Br
35、and 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 to achieve these requirement
36、s 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 the complete set of Crowne P
37、laza brand manuals available in InterContinental Hotel Groups, Asia Pacific intranet resource website I-Connect (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 STANDARDS MANUAL 2 0 CROWNE PLAZA SUMMARY BRAND STAND
38、ARDS 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 experienced traveler who appreciates value and exce
39、llence 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 marketing, Crowne Plaza is positioned as the ideal upsca
40、le 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 VALUES B1. Built around the essence of Successful Int
41、eractions, 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 guests in making things happen, we must be anticipati
42、ve, 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 the infrastructure and people to back up our gu
43、ests 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. Understated We are the people behind the scenes, workin
44、g 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 elements that clearly differentiate the custome
45、r 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 continues to evolve, additional features, services, or a
46、menities 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 just tools, Meeting Success is about making thing
47、s 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 successful informal meetings, we have developed a ra
48、nge 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 and pre-function areas) and meeting space optio
49、ns 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 preparation for important meetings ahead. Everythin
50、g 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. Staffs are trained with a four-step model to Connec
