1、GLOSSARY 2004 InterContinental Hotels & Resorts Brand Standards GLOSSARY AND INDEX Page 1 GLOSSARY Euro ADR Average Daily Rate AHU Air Handling Unit ARC/IATA International Airline Transport Association BMS Building Management System BTA Business Travel Agent CAT3/CAT5 Voice and data cabling specific
2、ation CCTV Closed Circuit Television CND Calling Party Name Display CRO Central Reservations Office dB Decibel DECT Digital Enhanced Cordless Telecommunications DND Do Not Disturb ECS Electronic Commission Service EMEA Europe, the Middle East and Africa ERP Employee Rate Programme FF&E Fixtures, Fit
3、tings and Equipment FIT Frequent International Traveller FLS Fire and Life Safety FMDS Frequency Marketing Delivery System GDS Global Distribution System GM General Manager GRT-NS Guestroom Non-Smoking GRT-S Guestroom Smoking GSTS Guest Satisfaction Tracking System HACCP Hazard Analysis and Critical
4、 Control Point (document) HIRO Hotel Inventory Revenue Optimiser HSE Health & Safety Executive HSIA High-Speed Internet Access HSS Hotels Systems Support centre HVAC Heating, Ventilation And Cooling IBP Integrated Business Plan GLOSSARY Page 2 GLOSSARY AND INDEX 2004 InterContinental Hotels & Resort
5、s Brand Standards ICON InterContinental service/amenity designation IEE Institute of Electrical Engineers IH&R InterContinental Hotels & Resorts IHG InterContinental Hotels Group IP Insulation Protection (rating) ISP Internet Service Provider LAN Local Area Network LED Light Emitting Diode MAP Manag
6、ement Action Plan MATV Master Antenna TV MECRO Middle East Central Reservations Office MOD Manager on Duty ND Newspaper Direct PA Public Address (system) PABX Private Automated Branch Exchange/switchboard PACE Programme of Assessment and Continuous Education PCO Professional Conference Organiser PCR
7、 Priority Club Rewards PDA Personal Digital Assistant (hand-held computer/mobile device) PL Compact fluorescent PMS Property Management System RESPRO Reservation training programme RevPAR Revenue Per Available Room RGI Revenue Generation Index RMS Revenue Management System TACP Travel Agents Commiss
8、ion Programme TCP/IP Transmission Control Protocol/Internet Protocol (internet communication language) UPS Uninterruptible Power Supply VCRO Virtual Central Reservations Office V-LAN Virtual Local Area Network VPN Virtual Private Network WHO World Health Organisation INDEX 2004 InterContinental Hote
9、ls & Resorts Brand Standards GLOSSARY AND INDEX Page 5 INDEX App = Appendix: Technical specifications 24 Hour Business Centre (ICON)xi, 3-24, 10-22 computer systems and HSIA.9-15 equipment.3-25, 10-22 facilities.3-24 location.10-22 services.3-25 telephones. 9-4 24 Hour Gym (ICON).xi, 10-67 cross-tra
10、iner specification App.49 equipment.3-54 equipment App.49 recumbent bike specification App.49 stairclimber specification App.49 treadmill specification App.49 upright bike specification App.49 24 Hour Room Service (ICON) .xi, 3-35 24 Hour Valet (ICON).xi, 3-49 Accessories guest bathrooms.10-53 Accou
11、nts . 6-4 Acoustic specifications App.2 Acoustics back of house.10-73 Club InterContinental guestrooms.10-44 disabled guestrooms.10-56 guest bathrooms.10-48 guestroom floors.10-31 guestrooms.10-33 leisure and fitness facilities.10-68 lifts/elevators.10-29 lobby and reception.10-19 meetings facilitie
12、s.10-65 noise levels App.2 public restrooms.10-25 restaurants and bars.10-62 sound insulation matrix App.4 suites .10-47 Administration human resources. 4-6 Administration offices minimum areas App.50 Administrative areas location.10-23 telephones. 9-7 Alarm call.3-13 Alarm clocks/radios.3-43, 10-40
13、 Alarms disabled guestrooms.10-57 fire and life safety. 8-8 Ambassador extended check out.3-10, 3-14, 7-3 Ambassador status.7-2, 7-6 membership benefits.7-7 membership form.3-42 Ambience and style.10-4 Americans with Disabilities Act (ADA).10-3 Anti-virus software.9-18 Application forms Priority Clu
14、b Rewards.7-4 Application of standards.8-3 Approval process (Property).10-3 Around the Clock ICON.xi 24 Hour Business Centre.xi, 3-24, 9-4, 10-22 24 Hour Gym.xi, 3-53, 10-67 24 Hour Room Service.xi, 3-35 24 Hour Valet .xi, 3-49 Arrival.3-7 Audits.1-3 Baby-changing facilities.3-50 public restrooms.10
15、-27 Back of house finishes.10-73 fire and life safety .8-21 floor specifications App.35 HVAC.10-73 lighting .10-73 services.10-73 sizing.10-72 wallcovering specifications App.34 walls, ceilings and floors.10-74 Back of house areas minimum areas App .50 Back of house offices minimum areas App .51 Bal
16、conies disabled guestrooms.10-58 Bar and lounge service.3-31 Bars.10-60 sizing.10-61 Bathrobes/slippers.3-45, 10-53 Bathroom doors specifications App.38 Bathroom linen.See Guest bathroom linen Bathrooms.See Guest bathrooms Baths .10-51 Beaches service standards.3-56 Bedding minimum provision.10-39 s
17、pecifications App.45 Beds minimum provision.10-38 INDEX Page 6 GLOSSARY AND INDEX 2004 InterContinental Hotels & Resorts Brand Standards specifications App .44 Beds and bedlinen housekeeping service.3-40 Bedspreads.10-39 specifications App .45 Before the event (meetings).3-52 Benefits.4-3, 4-5 Ambas
18、sador status. 7-7 Priority Club Rewards. 7-2 Royal Ambassador status.3-20, 7-8 Bill back vouchers. 6-2 Billing.3-14, 6-3 Blankets specifications App .45 Blankets/bedspreads.10-39 Booking channels.7-22 Brand differentiation.ix Brand Essence.v Brand identity.7-10 Brasseries.10-60 Breakfast.3-32 Broadb
19、and connectivity.9-3, 9-13 Buffet/Informal dining.3-32 Building Management System App.13 Business Centre.See 24 Hour Business Centre (ICON) Business Options Programme.7-19 Business pricing and programmes.7-19 Business Travel Agent (BTA) Programme.7-19 Call accounting systems. 9-9 Cancellations.3-5 C
20、ar parks.10-15 Carpet underlay specifications App .37 Carpets specifications App . 35, 36 Cash disbursements. 6-2 Casual/contract/temporary workers. 4-6 Casual/Temporary Staff Orientation Programme. 5-3 Ceiling heights meeting rooms.10-64 Ceilings back of house.10-74 guest bathrooms.10-50 guestroom
21、floors.10-31 guestrooms.10-37 leisure and fitness facilities.10-68 public restrooms.10-25 restaurants and bars.10-62 Central Reservations Offices.3-5, 7-23 Certified Opening Certificate.10-3 Chairs meetings facilities.10-65 Chaseways fire and life safety.8-15 Check in. 3-8 Check out Club InterContin
22、ental.3-15 Check out and departures.3-14 Checks/bills.3-31 Chests of drawers.10-38 Club InterContinental bathrooms.10-48 check in.3-9 check out.3-15 core values.10-42 finishes.10-44 furniture and furnishings.10-44 guestroom rates.7-22 guestrooms.3-18, 10-42 lounge.3-18, 10-42 services.3-18, 10-44 te
23、levisions.10-44 Club InterContinental Lounge computer systems and HSIA.9-14 in-room entertainment.9-23 telephones.9-4 televisions.9-23 Coffee shops.10-60 Coffee/side tables.10-39 Coffee/tea making facilities guestroom equipment.10-40 service standards.3-41 Colour fastness properties App.42 Compensat
24、ion.4-3, 4-5 Competency models.4-5 Compliance .1-1 failure.1-5 Complimentary refreshments.3-9 Computer support.9-19 Computer systems and HSIA.9-13 24 Hour Business Centre.9-15 Club InterContinental Lounge.9-14 concierge desk.9-17 Guest Relations desk.9-18 Guest Service Centre.9-15 guestrooms.9-13 In
25、sider Concierge.9-17 meeting facilities.9-14 public areas.9-18 technical standards.9-18 Computer systems and services guestrooms.10-36 meetings facilities.10-65 Concierge.See Insider Concierge Concierge desk.10-22 computer systems and HSIA.9-17 telephones and computer systems.9-5 Connecting doors gu
26、estrooms App.38 Contemporary Classicist.iv, 10-4 Contract/casual/temporary workers.4-6 Contracts.6-4 INDEX 2004 InterContinental Hotels & Resorts Brand Standards GLOSSARY AND INDEX Page 7 Corporate Account programmes.7-20 Corporate Gold Programme.7-19 Corporate training programmes. 5-6 Corrective ac
27、tion. 1-5 Corridors.10-30. See Guestroom floors sizing.10-30 Cots App.45 Craft training.5-4 Credo standards. 2-1 Crisis management.8-12 CROs.See Central Reservations Offices Cross-trainer specification App.49 Currency exchange. 6-3 Curtains guestrooms.10-40 housekeeping service.3-40 specifications A
28、pp .42 Dcor and furnishings lobby and reception.10-20 DECT telephones.9-3, 9-4 DECT wireless systems.9-11 Department Heads Orientation Programme 5-2 Department Orientation Programme. 5-3 Department Trainer. 5-8 Deposits . 6-2 Desk chairs.10-39 Desks.10-39 Directional signs.7-16 Director of Sales.7-2
29、6 Disabled guestrooms alarms.10-57 balconies.10-58 bathrooms.10-59 door locks.10-58 doors.10-58 electrical.10-57 finishes.10-57 furniture.10-58 furniture and furnishings.10-57 numbers.10-56 patios and balconies.10-58 services.10-56 Disabled travellers Americans with Disabilities Act (ADA).10-3 bathr
30、oom access.10-48, 10-56 bathrooms.10-48, 10-59 entrance door.10-19 fire and life safety.8-16 guestroom doors App.38 guestrooms.10-56 hotel access.10-17, 10-19 lifts/elevators.10-29 meetings facilities.10-65 parking space .10-15 public restroom access.10-24 public restroom facilities.10-26 Dishonoure
31、d reservations. 3-6 Do Not Disturb card.3-39, 3-42, 3-47 Door locks disabled guestrooms.10-58 guestrooms.8-5 guestrooms App.39 Doorknob menus.3-42 Doormen.3-7, 3-9 Doors disabled guestrooms.10-58 disabled guestrooms App.38 entrance door.10-19 fire and life safety .8-4 guest bathrooms.10-50 guest bat
32、hrooms App.38 guestrooms.10-36 guestrooms App.38 housekeeping service.3-40 Double occupancy.3-8 Drapery guestrooms.10-40 specifications App.42 Drinking glasses (guest bathroom).3-46 Drives.10-15 Dry cleaning.3-49 Duvet covers specifications App.45 Duvets.10-39 specifications App.45 ECS.See Electroni
33、c Commission Services Electrical back of house.10-73 Club InterContinental guestrooms.10-44 disabled guestrooms.10-56, 10-57 generator loads App.16 guest bathrooms.10-48, 10-49 guestroom floors.10-31 guestrooms.10-33, 10-34 leisure and fitness facilities.10-68 lifts/elevators.10-29 lobby and recepti
34、on.10-19 meetings facilities.10-65 public restrooms.10-25 restaurants and bars.10-62 services App.19 suites.10-47 Electrical specifications App.15 back of house.26 guestroom floors.23 guestrooms.24 leisure and fitness facilities.25 meeting rooms.25 public areas.23 public restrooms.23 restaurants and
35、 bars.24 Electronic card key locks.8-5 Electronic Commission Services.7-25 Electronic on-screen information.10-21 INDEX Page 8 GLOSSARY AND INDEX 2004 InterContinental Hotels & Resorts Brand Standards Elevators .See Lifts/elevators Elite benefits (PCR). 7-3 Emergency exits.8-7 Emergency lighting. 8-
36、9 Emergency power systems App.15 Emergency response team.8-13 Emergency staircases.10-31 Emergency telephones. 3-56, 3-57 leisure and fitness facilities. 9-6, 10-67 swimming pools.10-69 Employee facilities.10-72 minimum areas App.52 Employee Handbook.4-4 Employee Orientation Programme.5-3 Employee p
37、ay.6-4 Employee policies and procedures.4-4 Employee Rate Programme. 4-3 Employee satisfaction survey. 4-6 Employee uniforms. 4-4 Engineering rooms minimum areas App.52 Enquiries (reservations). 3-3 Entrance area (lobby). 3-7 Entrance door lobby and reception.10-19 Entrances (external).10-16 Entry d
38、rives.10-16 Equipment 24 Hour Business Centre.3-25, 10-22 24 Hour Gym .3-54 24 Hour Gym App.48 guest bathrooms.3-46, 10-52 guest bathrooms App.46 guestrooms.3-43, 10-40 leisure and fitness facilities App.48 public restrooms.10-27 Executive Boardrooms.10-65 Executive/Standard Suites.10-46 Express res
39、ervations. 7-3 Extended check out.3-10, 3-14, 7-3 Exterior areas.3-59 External signage.7-13, 10-17 Externals.10-14 fire and life safety.8-15 lighting.10-14 Extinguishing fires.8-10 e-yield.7-28 Fabric performance App.42 Faxes.3-27 Finance. 6-1 accounts. 6-4 cash disbursements. 6-2 contracts. 6-4 cur
40、rency exchange. 6-3 deposits. 6-2 payment methods. 6-1 statutes. 6-5 Finishes back of house.10-73 Club InterContinental guestrooms.10-44 disabled guestrooms.10-57 guest bathrooms.10-50 guestroom floors.10-31 guestrooms.10-36 leisure and fitness facilities.10-68 lifts/elevators.10-29 lobby and recept
41、ion.10-20 meetings facilities.10-65 metals App.41 public restrooms.10-25 restaurants and bars.10-62 suites.10-47 Finishes App.34 Fire and life safety.8-1 New Build.8-3 alarms.8-8 application of standards.8-3 back of house.8-21 chaseways.8-15 chemical monitoring.8-21 crisis management.8-12 detection
42、and alarms.8-8 disabled travellers.8-16 doors .8-4 emergency lighting.8-9 emergency response team.8-13 externals.8-15 extinguishing fires.8-10 food safety.8-23 guestrooms.8-16 key control.8-12 kitchens.8-22 leisure and fitness facilities.8-17 lifts/elevators.8-15 maintenance access.8-15 means of esc
43、ape.8-7 microbiological monitoring.8-21 public restrooms.8-16 saunas.8-18 security.8-12 solariums.8-18 spa pools.8-19 steam rooms.8-18 structure and materials.8-3 swimming pools.8-19 testing and maintenance.8-11 training and development.8-13 water quality.8-12 windows.8-6 Fire exits.10-32 Fire fight
44、ing.8-10 Fire resistance ratings.8-3 Firemans lifts/elevators.10-28 Fitness centre.See 24 Hour Gym INDEX 2004 InterContinental Hotels & Resorts Brand Standards GLOSSARY AND INDEX Page 9 Fitness facilities See Leisure and fitness facilities Fittings guest bathrooms.10-52 public restrooms.10-26 Fixtur
45、es and fittings guest bathrooms.10-50 guest bathrooms App.46 public restrooms.10-26 Floors back of house.10-74 guest bathrooms.10-50 guestroom floors.10-31 guestrooms.10-37 leisure and fitness facilities.10-68 lobby and reception.10-20 public restrooms.10-25 restaurants and bars.10-62 specifications
46、 App .35 Food & beverage.3-29 24 Hour Room Service.3-35 bar and lounge service.3-31 breakfast.3-32 buffet/informal dining.3-32 checks and bills.3-31 children.3-29 formal dining.3-33 general service.3-29 lobby service.3-31 menus.3-29 minibars.3-36 pool and beach service.3-37 staffing.3-29 table servi
47、ce. 3-29, 3-30 themed environments.3-29 Food and beverage outlets telephones. 9-6 Food safety.8-23 Foreign exchange.3-11 Formal dining.3-33 Front desk.3-7, 10-21 alarm call.3-13 arrival. 3-7 check in. 3-8 check out and departures.3-14 Club InterContinental Check in.3-9 Club InterContinental Check ou
48、t.3-15 extended check out. 3-10, 3-14 foreign exchange .3-11 group check in.3-9 guest services .3-12 hotel bill.3-14 hotel transportation .3-13 Instant Check in.3-10 Instant Check out. 3-14, 3-15 Instant Money.3-12 Priority Club Rewards Instant Check in.3-10 safety deposit boxes.3-12 shuttle.3-14 tr
49、ansport .3-13 VIP check in.3-9 wake-up call.3-13 WorldNews.3-12 Front office staff training.5-7 Furnishings Club InterContinental guestrooms.10-44 disabled guestrooms.10-57 meetings facilities.10-65 restaurants and bars.10-62 specifications App.42 suites.10-47 Furniture Club InterContinental guestro
50、oms.10-44 disabled guestrooms.10-57, 10-58 guestrooms.10-38 meetings facilities.10-65 restaurants and bars.10-62 specifications App.40 suites.10-47 Furniture and furnishings housekeeping service.3-40 Games rooms.10-71 Gas escape monitoring equipment.8-4 Gas supply specifications App.29 GDSs.See Glob
