1、18.1 No Smoking PolicyKEY AREAS - All18.1.1Hotels must establish an inventory of non smoking rooms, based upon market demands.18.1.2Where there are no relevant Applicable Laws, Hotels must designate non smoking public areasat the Hotel.18.1.3A minimum of 50% of non smoking designated Guest Rooms mus
2、t be available through the Reservation System.18.1.4Hotel management should regularly assess market demand for non smoking Guest Rooms andfacilities and accommodate that market demand as appropriate, provided always that the 50% minimum allocation is adhered to.RESOURCES/REFERENCES HILSTAR & Guide t
3、o a Commercial Front Office Hiltons E-commerce & DistributiondepartmentOTHER RELEVANT SECTIONS PURPOSE: To accommodate guest demands for non smoking guest rooms and public area facilities.18 Ethical Responsibility .Hilton Brand StandardsIssue One: April 2005 18.2 Ecological AwarenessPURPOSE: To guar
4、antee that Hiltons environmental policies are implemented and that all Team Members are sufficiently knowledgeable so that the Hotel operations contribute to a sustainable society. An environmentally aware policy will add value to the Brand.KEY AREAS - All18.2.1Hotel Management is responsible for th
5、e implementation of Hiltons Environmental Programme.18.2.2Hiltons environmental policies will apply to the Hotels operations and shall ensure the Hotel complies with such environmental policies at all times.18.2.3The Hotels must co-operate with local environmental authorities and associations.18.2.4
6、All Team Members should have access to, and be encouraged to go through, Hiltons online ecoLearning programme.18.2.5Hotel Management must report the Hotels resource management and environmental performance through the HER System. 18.2.6Hotel Management must ensure that the Hotel operates in an ecolo
7、gically responsible way andtakes the lead in the local community in relation to environmental and resource management matters.18 Ethical Responsibility .Hilton Brand StandardsIssue One: April 2005RESOURCES/REFERENCES Hilton Environmental Policy ecoLearning (online training tool) Hilton Environmental
8、 Reporting (HER) Hilton International Environmental Sustainability Director Area Technical Services Vice President IHEI Environmental Management for Hotels OTHER RELEVANT SECTIONS 18.3 Disability PolicyKEY AREAS - All18.3.1Every Hotel must comply with any Applicable Laws relating to disability.18.3.
9、2In the absence of Applicable Laws, Hotels must, where applicable, adhere to Hiltons disability standards as specified by the relevant Hilton area department from time to time.RESOURCES/REFERENCES Hilton International Access & Facilities for Disabled People document Hilton Technical Services website
10、 OTHER RELEVANT SECTIONS PURPOSE: To ensure there is no discrimination against any guest and all guests feel welcome. 18 Ethical Responsibility .Hilton Brand StandardsIssue One: April 200518.4 Mobility Challenged GuestsKEY AREAS - All18 Ethical Responsibility .Hilton Brand StandardsIssue One: April
11、200518.4.1 At reservation/enquiry stage, the guest is asked if they have any special requirements, once established the Hotels services and equipment are fully described in a positive manner.18.4.2During check-in, a full explanation of routes and access equipment and facilities are given and an offe
12、r to escort the guest to the room is made. All departments should be aware of the guest needs and appropriate action taken in order to give the best possible service.18.4.3If necessary, Team Members should move around the reception desk and sit with guest whilstchecking-in, general enquiry, etc.18.4
13、.4Guest Rooms allocated other than disabled rooms are located to the lowest floor, close to the elevator. Guests should be asked if they are content with location of room or if they wished to be located by an exit.18.4.5On arrival at the Guest Room/meeting room, the key system, room layout, fire pro
14、cedure and specific evacuation are explained.18.4.6The guest is asked if we can do anything else and their satisfaction is checked.18.4.7During Guest Room servicing, furniture and fittings as well as customer belongings are left in the position in which they are found.18.4.8All access routes are fre
15、e from equipment, obstructions and spillages.18.4.9Guests are escorted to restaurant tables with sufficient access for crutches or wheelchairs.18.4.10 It is established if the guest would like assistance whilst moving around the Hotel in order to utilise the services, i.e. offering an arm for suppor
16、t, pushing wheelchairs etc.18.4.11 In case of fire evacuation a member of staff will go immediately to the room and escort the guest to the assembly point, reassuring them at all times. PURPOSE: To ensure there is no discrimination against any guest and all guests feel welcome. RESOURCES/REFERENCES
17、Hilton International Access & Facilities for Disabled People document Hilton Technical Services website OTHER RELEVANT SECTIONS 18 Ethical Responsibility .Hilton Brand StandardsIssue One: April 200518.5 Visually Challenged GuestsKEY AREAS - All18.5.1At reservation/enquiry stage, the guest is asked i
18、f they have any special requirements, once established the Hotels services and equipment are fully described in a positive manner.18.5.2During check-in, a full explanation of routes and access equipment and facilities are given, if the guest is unaccompanied they must be escorted to the room.18.5.3G
19、uest Rooms allocated other than disabled rooms are located to the lowest floor, close to the elevator. The guest should be asked if they are content with location of room or if they wish to be located by an exit.18.5.4It is established how the guest wishes to be guided, which is done at their pace,
20、the member of staff walks on the opposite side of the guide dog and cane.18.5.5On arrival at the Guest Room/meeting room, the key system, room layout, fire procedure and specific evacuation are explained. Specific needs of the guest, in terms of evacuation, are established at this time.18.5.6The gue
21、st is asked if we can do anything else and their satisfaction is checked. The needs of the guide dog are ascertained from its owner and met.18.5.7During Guest Room servicing, furniture and fittings as well as customer belongings are left in the position in which they are found.18.5.8All access route
22、s are free from equipment, obstructions and spillages.18.5.9When seating in the restaurant, the guest is shown to a well-lit, accessible position. Their handis guided to the back of the chair.18.5.10 During food and beverage service, an offer is made to verbally describe the range of items available
23、.18.5.11 The positioning of food and beverage items served is briefly explained, and the guest is informed of potential hazards, e.g. food/plate temperature, boned fish/meat, etc.18.5.12 The guest is informed when the Team Member is preparing to leave their presence.18.5.13 In case of fire evacuatio
24、n a member of staff will go immediately to the room and escort the guest to the assembly point, reassuring them at all times.RESOURCES/REFERENCES Hilton International Access & Facilities for Disabled People document Hilton Technical Services website OTHER RELEVANT SECTIONS PURPOSE: To ensure there i
25、s no discrimination against any guest and all guests feel welcome. 18 Ethical Responsibility .Hilton Brand StandardsIssue One: April 200518.6 Hearing Impaired GuestsKEY AREAS - All18.6.1At reservation/enquiry stage, the guest is asked if they have any special requirements, once established the Hotel
26、s services and equipment are fully described in a positive manner.18.6.2When communicating, the Team Members should position themselves in the light, facing the customer, speaking at a normal pace and volume, re-phrasing sentences which are not initially understood, separating speaking and physicall
27、y doing the task.18.6.3During check-in, a full explanation of routes and access to equipment and facilities is given; if the guest is unaccompanied they must be escorted back to their room.18.6.4On arrival at the Guest Room or meeting room, the key system/access, room layout, fire procedure and spec
28、ific evacuation are explained. Specific needs of the guest in terms of evacuation are established at this time. Agreement is gained with the guest as to how they would like food and beverage requests to their rooms.18.6.5Guests will be allocated an appropriate room, for the profoundly deaf travellin
29、g unaccompanied, this will be a disabled room. For hotels without a disabled room this should bethe most appropriate room available.18.6.6If verbal communication is inappropriate, the Team Members should write short and simple messages.18.6.7When responding to a room service request, Team Members an
30、nounce their arrival at the guest room door with two clear knocks and Room Service, said in bright, cheerful manner. If no response after five seconds, the room is entered with caution.18.6.8In case of fire evacuation a member of staff will go immediately to the room and escort the guest to the assembly point, reassuring them at all times.PURPOSE: To ensure there is no discrimination against any guest and all guests feel welcome. RESOURCES/REFERENCES Hilton International Access & Facilities for Disabled People document Hilton Technical Services website OTHER RELEVANT SECTIONS
