1、6.1 Guest Room Amenities & SuppliesKEY AREA - Housekeeping6.1.1Hotels must implement the following Guest Room amenity and supplies policies:6.1.1aThe complete range of guest bathroom amenity supplies designated by Hilton for the product line and accommodation type specific to the Hotel as communicat
2、ed by the regional Hilton purchasing/procurement person responsible for such matters must be used at all times.6.1.1bAll amenity displays and supplies must be packaged in the approved Hilton graphics and packaging designs. 6.1.1cHilton approved linen and towelling products must be used in the Guest
3、Room and guest bathroom in appropriate quantities for the accommodation type specific to the Hotel.6.1.1dThe Hotel must maintain a minimum of 3 sets of linen and towels. 6.1.1eThe minimum standards of Guest Room supplies specified by Hilton for the accommodation type specific to the Hotel must be us
4、ed.6.1.2For all items within the Hilton amenity range: 6.1.2aNo substitutions are allowed.6.1.2bNo deletions are allowed.6.1.2cAll amenities must be purchased from an established Hilton supplier (information on Hilton suppliers will be communicated by the regional purchasing/procurement person respo
5、nsible for such matters).6.1.3Lost and found articles must be properly dated, stored and secured, as follows:6.1.3aLost and found articles must be maintained in accordance with Applicable Laws and held at the Hotel for at least 90 days (or such later time period specified by Applicable Law).6.1.3bRe
6、cords must be maintained and procedures established to ensure prompt, accurate response to guests enquiries regarding lost articles.6.1.3cA manager of the Hotel must have access to the secured area where lost and found articles are stored 24 hours a day to provide items to guests.BATHROOM AMENITIES
7、AND SUPPLIES6.1.4Bathroom Amenities - Mandatory For All Guest Rooms Shower cap in sachet Shampoo Bath/shower gel Conditioner Body lotion (2 x 3 ml twin sachet), bath salts (30g sachet) or soap (20g in box) Tray, basin 6 Housekeeping Management .PURPOSE: To ensure consistent, quality amenities that h
8、ave been tested and evaluated against consumer research are placed in the Guest Rooms to meet guest expectations.Hilton Brand StandardsIssue One: April 2005 6.1 Guest Room Amenities & Supplies (cont)KEY AREA - HousekeepingHilton Brand StandardsIssue One: April 20056.1.4Bathroom Amenities - Mandatory
9、 For All Guest Rooms (cont) Tray, wall-optional Sanitary bags 6.1.5Other Bathroom Items Mandatory For All Guest Rooms Facial tissues Toilet rolls (2) in dual holder or (1) extra with single holder 2 glass tumblers with cap Shower curtain with a nylon liner (vinyl is not acceptable) Separate soap dis
10、hes are required in all rooms (unless integrated units are provided) Non-slip bath treatment Fire retardant wastebasket Wall mounted or freestanding hairdryers (1000-1200 watts minimum) with adjustable blower, temperature control and GFI Card on vanity top to inform guests about available toiletries
11、6.1.6Additional Bathroom Amenities For Suites Mandatory Soap (40g in box) Make-up removal pads (pieces) Cotton shoe mitt, in cardboard pack Sewing kit6.1.7Other Additional Bathroom Items Suites 2 Bathrobes with optional information card Slippers Bath scales Vanity (make-up) mirrors Flower vase with
12、fresh flowerNOTE: Complimentary body lotion, sewing kits, toothpaste, toothbrushes, disposable razors are to be available upon request at ALL HOTELS.BATHROOM TOWELS: MINIMUM6.1.8Textile Specifications (sizes are given after shrinkage): Composition: 100% Cotton - single loop or twisted loop Hem size:
13、 6-9mm Yarn Counts: Ground Warp 24/26 Housekeeping Management .6.1 Guest Room Amenities & Supplies (cont)KEY AREA - Housekeeping6.1.8Textile Specifications (sizes are given after shrinkage) (cont): Pile Warp: 16/1 Weft: 12/1 Weight/sqm: 500g - 530g6.1.9Towel Size and Quantity for all room categories
14、 (2) Facecloths 30cm x 30cm 450gr/m2minimum (2) Hand towels 47cm x 80cm 500gr/m2minimum (2) Bath towels 93cm x 132cm 500gr/m2minimum (1) Bath mat 49cm x 70cm 700gr/m2minimumGUEST ROOM SUPPLIES: MINIMUM6.1.10 Promotional Display StandDisplay stands are to be placed in prominent positions in all Guest
15、 Rooms. Promotional material must be displayed as specified by regional marketing team for each promotion.6.1.11Coat Hangers(5) Mens and (6) Womens wooded coat hangers (walnut colour and natural finish) with optional Hilton imprint must be used in all rooms. An additional womens unit must be provide
16、d for hanging laundry/valet information/containers.6.1.12Do Not Disturb/Make Up My Room SignsThe standard Hilton die-cut vinyl sign in blue and white must be used in all Guest Rooms. The more creative version can also be used, if preferred. 6.1.13 Hilton Branded Stationery (3) Letterheads (2) Envelo
17、pes (2) Facsimile forms Pen Hotel brochure6.1.14Guest Services DirectoryA Your Guide to Services in the room, as a minimum standard. The following list of servicesshould be included as a minimum: Telephone and In-Room Technology Restaurants In-Room Dining Pool and Health Club6 Housekeeping Managemen
18、t .Hilton Brand StandardsIssue One: April 20056.1 Guest Room Amenities & Supplies (cont)KEY AREA - HousekeepingHilton Brand StandardsIssue One: April 20056.1.14Guest Services Directory (cont) Other facilities Fire, Life, Health and Safety/Emergency Procedures6.1.15Worldwide Corporate Hotel Directory
19、 One clean, undamaged copy must be available in each room, either on display on the desk orin the top drawer of the desk The Hotel is responsible for ensuring that only the most up-to-date version is in the Guest Rooms Torn, creased or stained copies must be removed and replaced with an undamaged co
20、py6.1.16Hilton HHonors In Room Standards6.1.16a Hilton HHonors Tent Card The Hilton HHonors tent card provides details of membership in Hilton HHonors Tent cards must be in good condition. Damaged cards (torn, stained) must be removed and replaced with undamaged cards The Hotel is responsible for en
21、suring that only the most up-to-date version is in the Guest Rooms6.1.16b Welcome LetterEach Hilton HHonors guest will receive a Welcome letter from the General Manager in his or her room.6.1.16c Complimentary WaterTwo complimentary small bottles of water per day.6.1.16d NewspaperFree Weekday newspa
22、per of the Hotels choice to be delivered each morning.6.1.17Standard Laundry Lists and Laundry Bags(2) Standard laundry bags and (2) dry cleaning lists must be available in the wardrobe.6.1.18AshtraysStandard fire safe ashtrays must be provided in smoking rooms only. Ashtrays must not be placed on n
23、ightstands by beds.6.1.19 Matches6.1.19a Standard Hilton matchboxes must be used in all smoking rooms. 6.1.19bMatches must not to be placed on nightstands by beds.6.1.20WastebasketWastebaskets must be fire retardant. Use of a clear/neutral liner is optional.6 Housekeeping Management .6.1 Guest Room
24、Amenities & Supplies (cont)KEY AREA - Housekeeping6.1.21Memo PadMemo pad with pen, telephone instructions and voice mail instructions must be placed at eachphone.ADDITIONAL GUEST ROOM SUPPLIES SUITES6.1.22 Ice BucketHilton branded ice bucket with cover and disposable plastic liner on tray must be pr
25、ovided in Guest Room or bathroom.6.1.23 Alarm ClockAlarm clocks with battery back-up for power shortcuts must be used. Theft preventive installations are not allowed.GUEST ROOM BEDDING & BED LINEN: MINIMUM 6.1.24 BlanketOne spare blanket must be stored in a clear protective bag on the wardrobe shelf
26、 in all Guest Rooms. This spare blanket must be laundered after check out if used.6.1.25Valances/Dust RufflesValances/Dust Ruffles are mandatory in all Guest Rooms. Valances must be pinned down to the bed base. Pinning down is not necessary on apparent wood rim.6.1.26 Linen White 50% Polyester 50% C
27、otton Percale sheets 40s Yarn 180 thread count Construction 100 ends x 80 picks per inchLinen to Fit Standard Bed Sizes: Single 160cm x 230cm Double 210cm x 230cm King 240cm x 230cm Super King 260cm x 230cm Pillow case to fit pillow: 74cm x 48cm Colour: white only6.1.27DuvetDuvets are the preferred
28、standard in all room categories.Duvets to Fit Standard Bed Sizes: Single 160cm x 230cm6 Housekeeping Management .Hilton Brand StandardsIssue One: April 20056.1 Guest Room Amenities & Supplies (cont)KEY AREA - HousekeepingHilton Brand StandardsIssue One: April 20056.1.27Duvet (cont) Double 210cm x 23
29、0cm King 240cm x 230cm Super King 260cm x 230cmDuvet Standard: External envelope thread count: 233 100% cotton cover, pre-shrunk 40 x 40/133 x 100 Feather and down proof conform to European Norm Filling: 70/30 white duck down/white duck feather (200 gr/m2) Washable at 40C Conform to European Norm Re
30、claimed or used feathers or down are not acceptable Construction: Bow Cassette Quilting 25cm Edging: stitched, 6-8mm seams and closures stitched piped Non-Allergenic synthetic duvets are not to be used.6.1.28 Pillows According to the size of the bed and room occupancy there must be a minimum of one
31、pillow per person on each bed. One spare pillow to be stored in a clear, protective bag on the wardrobe shelf in all Guest Rooms. Pillow should be stored in the same bag as the blanket. If the Hotel uses feather/down pillows, the spare pillow should be non-allergenic. If the Hotel uses non-allergeni
32、c pillows in all rooms, the spare pillow should be feather/down. Both feather or non-allergenic pillows are permitted as a local option. Hotels which use feather pillows will need to stock approximately 20 non-allergenic pillows per 100 Guest Rooms (20% of Guest Rooms). Such pillows to be provided u
33、pon request. Hotels which use non-allergenic pillows will need to stock approximately 4 feather pillows per 100 Guest Rooms (4% of Guest Rooms). Such pillows to be provided upon request.Pillow Size:Rectangular 74cm x 48cmAttribute: Oekotex 100 certified Washable at 60C (minimum 20 x) quality stitchi
34、ng & finishing Tumble dry at low heat Pre-shrunk to a tolerance of 3%, air and vapour permeable6 Housekeeping Management .6.1 Guest Room Amenities & Supplies (cont)KEY AREA - Housekeeping6.1.28 Pillows (cont)Fabric: External envelope thread count: 233 100% cotton cover, pre-shrunk 40 x 40/133 x 100
35、Feather & down proof conform to European Norm 100% cotton cambric, pre-shrunkFilling: 85% white duck feather & 15% duck down Minimum 12% down cluster Conform to European Norm Quilt labelled with content, Oekotex 100, Hilton label Reclaimed or used feathers or down are not acceptable To conform to EN
36、 ISO 12952-1: Cigarette test To conform to local standards Filling Weight: 1000grEdging:Seams and closures stitched piped6.1.29Mattress Pads (Both styles available as flat or fitted type) Top: 100% Cotton, 78 x 65, 30 x 30s Skirt: 100% Cotton, 78 x 65, 30 x 30s Reverse: 25gsm Polypropylene treated w
37、ith antibacterial, anti fungal and dust mite agent Elasticised corners to corners to fit mattress Diamond quilted/padded 80gsm polyester filling (treated to source 2 FR) Machine washable at 50C6.1.30Mattress and Wooden Base Mattresses and bases must comply with minimum European standards and with al
38、l Applicable Laws on flame retardancy As a reference, the minimum standard is European Regulation EN597 1&2 All suppliers must provide certifications confirming that their products meet the relevant fire standards in the specific country The supplier is responsible for all testing costs and supplyin
39、g the necessary certification6 Housekeeping Management .Hilton Brand StandardsIssue One: April 20056.1 Guest Room Amenities & Supplies (cont)KEY AREA - HousekeepingHilton Brand StandardsIssue One: April 20056.1.30Mattress and Wooden Base (cont)Bed denominationWidth in cmSingle100cmDouble150cmKing180
40、cmSuper King200cmRegular length 200cm - optional length of 190cmMattress: Height: 23cm Reversible all season Peri-metrical reinforced bed rim Pocket springs: +/- 250 springs per m2 Total cotton filling: +/- 2000g per m2 Polyester wadding: 135g per m2 Sanitised ticking in luxury damask cotton or visc
41、ose damask Convoluted foam layer 24mm thick 5 convolutions per spring 15 gauge wire 6 gauge border wire 4 sewn handles for twin sizes/8 sewn handles for others 2 vents/4 vents from 140cmWooden Base: Height: 31cm height to top including feet Peri-metrical reinforced bed rim Sanitised ticking in luxur
42、y damask cotton or viscose damask Convoluted foam layer 2 rollers at head, 2 gliding feet at bottom6 Housekeeping Management .RESOURCES/REFERENCES Hilton Brand Identity Guidelines Hilton Technical GuidelinesOTHER RELEVANT SECTIONS 6 Housekeeping Management .Hilton Brand StandardsIssue One: April 200
43、56.2 Executive Floor Guest Room - Set-UpKEY AREA - HousekeepingThe number of items listed below should match the number of resident guests. Internationally recognised brands must be used and items must be replenished on a daily basis.6.2.1 GUEST ROOM6.2.1aComplimentary Water Complimentary bottle (on
44、e bottle per two guests) of still mineral water Placed on coffee table with our compliments card Bottle must be full sized, sealed, high quality and locally sourced A large bottle of still water is recommended as it can be used to make coffee/tea6.2.1bCoffee & Tea Making Facilities To be located clo
45、se to the mini bar (not on the work desk). The facilities must include an electric kettle (minimum 1/2 litre capacity) The base on which the kettle is placed should not be removable. The kettle should be without cable and be a plug in/plug out style deviceThe tray must include: 2 coffee cups & sauce
46、rs or mugs 2 teaspoons 1 kettle (minimum 1/2 litre capacity) 1 holder for coffee, tea and sugar bags and milk portions 1 dish for used tea bags Minimum selection of freeze-dried coffee must include: 2 regular 2 decaffeinatedMinimum selection of tea must include: Minimum 3 different kinds of teas mus
47、t include English breakfast 2 decaffeinated 2 herbal infusionsMinimum selection of sugar bags and milk cups must include: 6 white sugar 4 sweetener 2 UHT milk portionsPURPOSE: To provide the business executive with the welcoming, consistent, high quality service expected of this premium product.6 Ho
48、usekeeping Management .Hilton Brand StandardsIssue One: April 20056.2 Executive Floor Guest Room - Set-Up (cont)KEY AREA - Housekeeping6.2.1cMini BarAn empty space should be available for guests use. 6.2.1dRoom Safes Electric (battery operated) Combination lock Fits into wardrobe/cupboard6.2.1eDesk
49、Lamp Fully adjustable working lamp source of even light across desk area Supplies 200 300 lux (lumens per m2). A normal background light is 50 100 lux Switch must be controllable from desk6.2.1f Radio - Alarm Clock Clock radios with battery back-up for power shortcuts must be used. Theft preventive
50、installations are not allowed Must be placed on the bedside table6.2.2 BATHROOM Minimum 2 king size bath towels Minimum 2 hand towels Minimum 2 face cloths Fully adjustable shaving/make-up mirror with built-in spotlight next to the bathroom sink Heating element (de-mister) incorporated in the main b
