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1、CONRADHOTELS&RESORTSBRANDOPERATINGMANUALBrandOperatingStandardsCONRADHOTELS&RESORTSBRANDOPERATINGMANUALContentsCHAPTER1BRANDOPERATINGSTANDARDS1RESERVATIONS&DISTRIBUTION2LOYALTYPROGRAM&SERVICERECOVERY3ARRIVAL&DEPARTURE4GUESTROOM&BATHROOM5OTHERGUESTAREAS&SERVICES6FOOD&BEV
2、ERAGE7RECREATION8CLUBLOUNGE9MEETING&BUSINESSSERVICES10RETAIL,CONCESSIONAIRE&SHOWCASES11SAFETY&SECURITY12TECHNOLOGY13ADMINISTRATION&INDIRECTSERVICES14SALES&MARKETING15BRANDEXTENSIONSCHAPTER2SERVICEDELIVERYSTANDARDSThismanualcontainsconfidentialandproprietarybusinessinfor
3、mationandremainsthepropertyofConrad®Hotels&Resorts.Thismanualmaynotbereproducedordistributedinwholeorinpart,withoutpriorwrittenpermissionofConradHotels&Resorts.Therecipientofthismanualshallmaintaintheconfidentialityofsuchinformationandshallreturnthismanual,anditscopiest
4、oConradHotels&Resortsupondemand.Conrad®isownedbyHLTConradIP,LLC.CONRADHOTELS&RESORTSBRANDOPERATINGMANUALIntroductionINTRODUCTIONThisManualhasbeendevelopedtoprovidetheOwner(asdefinedbelow),ofthehotelwiththerequiredstandards,procedures,rules,regulations,policies,andtechni
5、ques(the“BrandStandards”)oftheConradfull-serviceBrandsystem(the“System”).AllreferencesinthisManualto“Owner”refertothelicenseeoperatingundertheLicenseAgreementor,FranchiseLicenseAgreement(whichmaybetheownerofthehotel),orownerunderManagementAgreementorLease,asapplicable(t
6、he“Agreement”).AllreferencesinthisManualtothe“hotel”refertotheConradhotel,resortorsuitethathasbeenprovidedwiththisManual.AllreferencesinthisManualtothe“Brand”refertoConradFranchisingLLCoritsdesigneeifthehotelisdesignatedasaUnitedStateshotel.Otherwise,thesereferencesrefe
7、rtoHLTInternationalConradFranchisingLLCoritsdesignee.TheseBrandStandardsaresubjecttochange,amendmentorsupplementfromtimetotimebytheBrand.TheBrandhastheauthoritytograntexceptionstotheseBrandStandards,asitdeemsappropriate.TheseBrandStandardsaredesignedtoprotecttheSysteman
8、dthetrademarksandservicemarksassociatedwiththeSystem,andnottocontroltheday-to-dayoperationofthehotel.Licenseea