1、 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.Se rv i c eSt a n d a rd sThese Standards are the c o n f i d e n t i a la n dp ro p ri e t a ry property of Bass Hotels & Resorts, Inc. and may not be copied or distributed without consent. 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.
2、-I.ACCOUNTING(A)Reservations2Check - In2In - House Guest2Safe Deposit Boxes3Check - Out3Food and Beverage Outlets4Guest Complaints4II.AIRPORTSHUTTLEBUSSERVICE(ASB)Service6Facilities7Product7III.BARS& LOUNGE(BL)Service10Table / Bar Service10Checks10Facilities11Product12IV.BUSINESSCENTER(BC)Service14-
3、15Facilities15-17Product18V.CONFERENCE& BANQUETING(CB)Sales20-22Facilities22-25Operations25-27VI.CROWNEPLAZACLUBFLOOR(CF)General30Guest Room30-31Lounge31-33VII.ENGINEERING(E)Operations36Guest Areas36-37Equipment37-38VIII.FITNESSCENTER(FC)Service40Activities40General40-41Equipment41Safety41Benefits41
4、Facilities42-44Product44 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.IX.FRONTOFFICE(FO)Service46-49Facilities49Product50Reservations50-51X.GUESTRELATIONS(GR)Service54-55Product55-56XI.HOUSEKEEPING(HK)Service58-59Facilities60Product61-64Public Areas64-65Environment65XII.HUMANRESOURCES& TRAI
5、NING(HR)Training68-71Training Administration72-73Personnel73-76XIII.INFORMALRESTAURANTS(IR) General78-82Menu Composition82-85Product85-87XIV.KITCHEN/ STEWARDING(KS)The Kitchen90-91Buffet91-93Stewarding 93-94Food Specifications94XV .LAUNDRY(L)Service96-97Presentation97-98Facilities98Product98-99XVI.M
6、ANAGEMENTINFORMATIONSERVICES(MIS)Service102Facilities102-103XVII.MINI-BARS(MB)Service106-107Product107Marketing107XVIII.PRIORITYCLUBWORLDWIDE(PCW)Member Benefits & Services110-111Reservations111Guest Relations111-112 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.Reception / Cashier112General
7、112Operation113XIX.PUBLICRELATIONS(PR)Service116-119Office Administration119-121Crisis Communication121-122XX.ROOMSERVICE(RS)Service124-126Facilities126-127Menu Standards127-129Menu Specifications129-130Trolley and Tray Standards130-131XXI.SALES(S)Sales Office134Administration134Procedures135-136Act
8、ivities136-138Group Bookings139-140XXII.SECURITY(SC)Service142Precautions 142-143XXIII.SPECIALITYRESTAURANT(FD)Service146-148Guest Checks148General149Facilities150Product150-153XXIV.TELEPHONES(T)Service156-158Product159-161Facilities162-163XXV.UNIFORMEDSERVICES(US)Concierge / Guest Service Agent166-
9、167Door Staff167-168Bell Staff168-169XXVI.VALETPARKING(VP)Service172-173Facilities 173Product173 1999. Bass Hotels & Resorts, Inc. All Rights Reserved. 1999. Bass Hotels & Resorts, Inc. All Rights Reserved. 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.A 1Staff will not tell customers to con
10、tact other departments, butwill make these contacts on clients behalfA 2Payment instructions will be verified if there is no establishedaccount with hotelA 3All reservations on credit will be authorized by Credit Manager,Assistant Controller or ControllerA 4Confirmed groups and tours will be on an e
11、stablished grouppolicy / agreementA 5Timely receipt of group deposits will be ensured to minimizecredit risk (local regulations apply)A 6Entries on registration card will be legible A 7If account to company, billing instructions in hand will be veri-fiedA 8Staff will ask method of payment of guest a
12、nd open folios asnecessaryA 9If guest is paying by credit card, an imprint will be taken atcheck-inA 10A pre-payment will be obtained for guests who do not haveapproved creditA 11Staff will indicate on registration card if guest is a Priority ClubWorldwide memberA 12A credit limit code will be enter
13、ed for each guest, dependingupon billing instructions or method of paymentA 13Currency exchange rates will be clearly displayed at the FrontDesk (if service provided)A 14Rates on Property Management System and the front desk dis-play will be the same at all timesA 15An exchange receipt will indicate
14、 guest name, room number,date, amount, currency - local value, and will be produced forall foreign currency changesRE S E RVAT I O N SCH E C K- ININ- HO U S EGU E S T 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.SA F EDE P O S I TBOX E SCH E C K- OU TA 16Guest safe deposit boxes will have a
15、 double-key opening systemA 17Safe deposit box keys will not be marked with the box numberand no duplicates held. A coded system will be used which isunderstood only by the staffA 18Guest will sign a card, indicating guest room number, agreeingto the terms and conditions of safe deposit box use, inc
16、ludinglost key chargeA 19Prior to every safe deposit box access, guests signature will beverifiedA 20If the box is to be forced open in an emergency, security will, inthe presence of guest, Duty Manager, and another hotel officer,force safe deposit box open, record in occurrence book, witnessand sig
17、n over contents to guest. The box will be repaired atguests expense as notified under terms and conditions on SafeDeposit cardA 21Guest name and room number will be verified. Guest will beaddressed by name in a friendly, courteous manner; eye con-tact will be established. Guests will be asked if the
18、y enjoyedtheir stay, with comments being passed on to appropriatedepartmentsA 22Staff will ask about last - minute charges and post them to guestaccount accordinglyA 23If two or more folios were set up, staff will check that no extraswere posted to main accountA 24Folio will be printed out and prese
19、nted to guest for verification,with postings explained, if necessary. Guests booked throughtravel agencies with a voucher will not be able to view room rateA 25Originals (top copies) of all charge dockets will be readily avail-able at the cashier / reception until guest checks outA 26The form of pay
20、ment will be postedA 27If payment is with a credit card, the floor limit, signature andexpiration date will be checkedA 28Guest will sign bill if account is charged to master account forgroup business 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.A 29A check or bill will be opened as soon as
21、 order is takenA 30If charged to a hotel guest room, name and room number willbe clearly printed in addition to the signatureA 31All charges to room accounts will be posted to the Front Officesystem via the Point of Sales system as soon as the guest hassigned the billA 32All cash payments will be po
22、sted via the Point of Sales and acopy presented to the guest with the chargeA 33All guest complaints will be handled in accordance with applicable Bass Hotels & Resorts Rules of Operation. This Ruleof Operation will be available on-line and through writtenaddendums to this manual.FO O D& BE V E R AG
23、 EOU T L E TSGU E S TCO M P LA I N TS 1999. Bass Hotels & Resorts, Inc. All Rights Reserved. 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.This service is mandatory for Crowne Plaza Hotels and Re s o rts designated as “A i r p o rt” or “A i r p o rt Are a” 1999. Bass Hotels & Resorts, Inc. A
24、ll Rights Reserved.ASB 1This service must be fully insuredASB 2Service will be free of charge unless local conditions justify acharge. This must be approved by the Area President in writing ASB 3Coverage will be based on airline arrivals and departures, in asuitable vehicle in good, clean condition.
25、 Guests should not berequired to wait more than 30 minutes for transportationASB 4All telephone calls will be answered before the 4th ringASB 5The greeting will be clear and audible and a standard script willbe used when answering calls, using guests name if possibleASB 6In-coming calls will not be
26、placed on hold more than 20 secondsASB 7Relevant staff, especially Front Office (including Reservations),will be fully conversant with all details of the Shuttle Bus Serviceand have well-presented, documented information immediatelyat handASB 8All employees convey professional demeanor at all times,
27、 usingeye contact and a friendly dispositionASB 9The shuttle vehicle departs at the scheduled timeASB 10The vehicles exterior and interior are clean and the vehicle iswell maintained, operating smoothlyASB 11The vehicle carries the hotel logo as per Brand IdentityGuidelinesASB 12Staff uniforms are c
28、lean, well-fitting and smartASB 13Staff are neatly groomedASB 14The driver will be fully trained, licensed and will operate thevehicle safelyASB 15The vehicle will be equipped with seat belts for driver and all passengersASB 16The driver will welcome the arriving guest and acknowledge thedeparting g
29、uestASB 17The driver assists with bags as needed ASB 18The driver will be capable of explaining hotel services and recreational facilities to guests as appropriate. A high-quality,pre-recorded audio tape is acceptableASB 19The driver will offer bell service and direct guests to front deskupon arriva
30、lSE RV I C E 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.FAC I L I T I E SPRO D U C TASB 20The driver is able to communicate with the hotel from the busby telephone or radioASB 21The shuttle bus telephone is to be used for hotel business onlyASB 22The Airport Shuttle Service will operate f
31、rom the Concierge orthe Bell Desk at the hotel, and from the designated pick-up areaat the airportASB 23There will be at least 2 in-coming call lines with a “hold” facilityASB 24The design of all product items will follow the Crowne PlazaBrand Identity GuidelinesASB 25Reservation documentation with
32、date, time, guest name, flightnumber, terminal number, airport, etc. should be used 1999. Bass Hotels & Resorts, Inc. All Rights Reserved. 1999. Bass Hotels & Resorts, Inc. All Rights Reserved. 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.BL 1One server (or bartender or supervisor) will rem
33、ain in thelounge at all times BL 2The lounge will have a minimum hours of operation from 4:00pm until 11:00 pm or comply with local regulationsBL 3Guests presence will be acknowledged within one minute ofarrival, and seated within 2 minutes of arrivalBL 4All staff to be properly groomed and in prope
34、r uniform at all timesBL 5A supervisor or hostess should be on duty during peak hoursBL 6Bartender to be properly trained to prepare mixed drinksBL 7Beverage order will be taken within 2 minutes of seating; drinksand complimentary salty dry snacks will be served within 3minutes of orderingBL 8Coaste
35、rs or cocktail napkins will be used for beverages andcocktail napkins for dry snacksBL 9All beverage service and clearing will be with traysBL 10The server will ask if another drink is desired when the glass is1/4full of its original beverage.BL 11Checks will be kept up-to-date during service, all p
36、urchasespromptly recorded with Bartender completing all paymenttransactionsBL 12Checks will be presented within 3 minutes of request, in a cleancheck folder, with penBL 13Guest checks will be processed within 5 minutes of request orsignatureBL 14During service, checks will be positioned visible in f
37、ront of barcounter guestsBL 15Server will thank guest for patronage and offer a pleasant part-ing remark.SE RV I C ETA B L E/ BA RSE RV I C ECH E C K S 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.FAC I L I T I E SLightingBL 16Lighting will have variable settings and enable guests to easily
38、read beverage list / menuBL 17Chandeliers, fixtures and light bulbs will be in working order,polished and free from cloudy filmBL 18There will be no burned out light bulbs visible at any timeBack BarBL 19Back bar display will contain only decorative items, beveragebottles and glassware, with nothing
39、 placed between bottles orglasswareBL 20Bottles on display will be clean, with tops on, and all labels fac-ing guestsEnvironmentBL 21Bar to be clean and properly set up at all timesBL 22A music system will operate during service periods and enter-tainment such as a piano player is recommended in the
40、 eveninghoursBL 23Carpets will be clean, free of dust and debris, wear or tearBL 24Mirrors and glass will be clean and polishedBL 25Walls and doors will be free of dust, stains, splatters, wear ortear marksBL 26Floral or decorative displays may be natural or artificial, but notplasticBL 27Tables wil
41、l be level and clean, with table bases free of scratchesand wear marksBL 28Chairs and banquettes will be free of wear marks, tears, stainsand spotsBL 29Chair joints will be tight 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.Table TopBL 30Table top will consist of an ashtray (except in non-s
42、mokingareas) plus one other decorative or promotional item like acocktail/bar menuGlassware (suggested) Water goblet White wine glass (Bordeaux style) Red wine glass (Burgundy style) Champagne (tulip / flute style) Dessert wine glass (port, sherry, dessert wine) Highball (10-12 oz) Old-fashioned (8-
43、10 oz) Stem cocktail (for Martini up) Pilsner (beer 12 oz) Cognac snifter (12 - 14oz) Liqueur snifter (6 - 8oz) Appropriate beer glasses, if draught service is offeredGeneralBL 31For mixed drinks a simple cocktail napkin and stir-stick, will bepresented upon serviceBL 32A minimum of 2 red, 2 white a
44、nd 2 champagne (AC) will beoffered by the glass. Wine may be poured at the table or the baras appropriateBL 33A selection of hot and cold Hors doeuvre / bar snacks may beoffered with prices listed(optional). Complimentary saltysnacks, nuts etc are to be served with beveragesBL 34All coffee will be f
45、reshly brewed with high quality coffee beans.In addition to local coffee, espresso and decaffeinated coffeewill be offeredBL 35A minimum selection of 4 teas will be available in lounge areasBL 36Beverage brands will be of call or premium qualityBL 37Bar to be clean and properly set-up at all timesBL
46、 38A creative bar menu offering speciality cocktails, wine & cham-pagne by the glass and a selection of international beer will beavailable (Bass product to be promoted)BL 39Entertainment lounge is optional, however, if the hotel has onethe concept must be approved By CP corporate managementteamPRO
47、D U C T 1999. Bass Hotels & Resorts, Inc. All Rights Reserved. 1999. Bass Hotels & Resorts, Inc. All Rights Reserved.BC 1Guests will have access to facsimile, photocopying, internetaccess, and meeting rooms rental services 24 hours, 7 days aweek, whether provided through manned or unmanned busi-ness
48、 centers or front deskBC 2Staff will not tell customers to contact other departments butwill make these contacts on clients behalfBC 3Outside normal business hours for manned and unmannedcenters, these duties may be performed by the Front Office.Minimum equipment required at front desk: 1 Copier, 13
49、 ppm 1 Facsimile machineBC 4Hotel must be able to arrange guaranteed next day deliveryservice. A receipt from the third party delivery service must bedelivered to the guest. Charges for this service may be assessedbased on local market conditionsGuest ApproachBC 5Staff will smile and greet guest by
50、name, if possible, while maintaining eye contactBC 6Guest will be advised of cost of task, pick-up and completiontimeBC 7Foreign guests will be assisted with basic translation, if providedCommunicationsBC 8All outgoing messages and facsimiles, will be sent within 15minutes unless otherwise instructe
