洲际集团亚太服务标准

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1、ASIAPACIFICCONSOLIDATEDSERVICESTANDARDS亚太区统一的服务标准HOLIDAYINNHOTELS&RESORTSCROWNEPLAZAHOTELS&RESORTSINTER-CONTINENTALHOTELS&RESORTS假日酒店皇冠假日酒店洲际PreparedbyWolfgangGrimmVicePresidentOperationsSupport–AsiaPacificMarch2001Toperformakey-wordsearchofthisdocument:Ctrl+FTypeKeyWord(s)E

2、nter按Ctrl+F输入关键词回车键即可找到本文件ã2001byBassHotels&Resorts,Inc.Allrightsreserved.ThesestandardsareconfidentialandproprietypropertyofBassHotels&Resorts,Inc.andmaynotbecopiedordistributedwithoutitsconsent.212AACCOUNTING7A1RESERVATIONS7DISHONOUREDRESERVATIONS8ADVANCEDEPOSITS8CANCELLAT

3、IONPROCEDURES–FIT9CANCELLATIONPROCEDURES–GROUP9A2CHECK-IN10A3BANKING/CASHIERSERVICES11CURRENCYEXCHANGE11PERSONALCHEQUES11A4SAFEDEPOSITBOXES12A5CHECK-OUT12A6FOOD&BEVERAGEOUTLETS13A7GUESTCOMPLAINTS14BCBUSINESSCENTRE16GENERAL16SUPPLIES&EQUIPMENT16EENGINEERING19E1MAINTENANCE&GEN

4、ERAL19E2TRAVELLERSWITHDISABILITIES20FBFOOD&BEVERAGE23FB1BARS&LOUNGES23FB2BANQUETING&CONFERENCES25QUOTATIONS25BUFFETSERVICE26LUNCH&DINNERSERVICE26COCKTAILSERVICE26COFFEEBREAKSERVICE27BEFOREANEVENT27AFTERANEVENT29FB3INFORMAL/PRIMARYRESTAURANT31RESERVATIONS31GREETING&SEATING31M

5、ENUS31TABLESERVICE32GUESTCHECKS32SET-UPSTANDARDS33FB4SPECIALTYRESTAURANT34RESERVATIONS34GREETING&SEATING35TABLESERVICE35WINESERVICE38212GUESTCHECKS39AFTERCUSTOMERDEPARTS39FB5ROOMSERVICE39SERVICETIMES40ORDERTAKING40ORDEROFSERVICE42CHECKPROCEDURE43TROLLEY/TRAYCOLLECTION43FB6MI

6、NI-BAR44STOCK/SUPPLIES44SERVICING45BILLING46CHARGEDISPUTES46ICE/VENDINGMACHINES46FB7KITCHENS46GENERAL46ALACARTE47BUFFET48ROOMSERVICE49FB8STEWARDING49FOFRONTOFFICE50FO1RESERVATIONS50GUARANTEEDRESERVATIONS51DISHONOUREDRESERVATIONS52ADVANCEDEPOSITS53CLUBRESERVATIONS53GROUPRESER

7、VATIONS54CANCELATIONPROCEDURE55ACCOUNTING56FO2FRONTDESK56CHECK-IN56DEPARTINGGUESTS/CHECK-OUT57GUESTMESSAGES59FRONTDESKSUPPIES59FO3GUESTRELATIONS62FO4UNIFORMEDSERVICE63FO5BUSINESSCENTER66FO6CLUBFLOORS66FO7TRANSPORTATIONSERVICE69FO8GARAGE69FO9VALETPARKING70FO10GIFTSHOP70HKHOUS

8、EKEEPING71HK1ROOMS71GENERAL77212MAKEUP74LOST&FOUND75GUESTROOMACCESSORIES76G