1. The functions of the hotel are reasonably divided, and the facilities are convenient and safe to use.

2. The indoor and outdoor decoration of the hotel is high-grade, and luxury materials are selected for construction and decoration.

3. The graphic symbols of hotel public information meet the standard of LB/AT00 1.

4. There is a central air conditioning system.

5. A background sound system.

6. There is a computer management system suitable for five-star hotels.

The design specification includes the following contents:

Reception hall

1. The reception hall is spacious, luxuriously decorated and well lit.

2. There is a general service desk suitable for the hotel scale and five-star. The main service desk is marked in Chinese and English, and the reception, inquiry and checkout are set up in different sections, and the staff is on duty 24 hours a day.

3. Provide message service, one-time ordinary bill settlement service, credit card service and 24-hour foreign currency exchange service.

4. The front desk provides hotel service publicity materials, hotel price lists, Chinese and English traffic maps of the city, national tourist traffic maps, introductions of tourist attractions in the city and the whole country, timetables of various means of transportation, newspapers and magazines, etc.

5. It can directly accept domestic and international 8-hour room reservation, and is equipped with a safe that the hotel and guests can open at the same time, a doorman, a full-time bellboy, a duty manager and a lobby manager.

6. Set up a guest lounge in the non-business area, provide in-store tracing service and arrange taxi service, and set up ramps and wheelchairs for disabled people in the lobby and main public areas.

7. It can provide services in at least two foreign languages (English is the necessary language), the switchboard can provide services in at least three foreign languages (English is the necessary language), and all instructions and services are expressed in at least two languages: Chinese and English.

guest room

1. At least 40 rooms (sets) can be rented, and 70% of the rooms have an area of not less than 20 square meters (excluding bathrooms and corridors). At least five luxury suites provide rooms for people with disabilities. Five-star hotel room

2. The rooms are luxuriously decorated, equipped with luxurious upholstered beds, writing desks, wardrobes and hangers, coffee tables, seats, bedside tables, bedside lamps, table lamps, floor lamps, full-length mirrors, luggage racks and other advanced supporting furniture.

3. The floor, wall and ceiling of the bathroom are decorated with luxurious building materials with good ventilation facilities.11220v power socket, telephone accessories, hair dryer, weighing scale. Install advanced toilets. Dressing table, bathtub with shower head, shower curtain and clothesline, providing hot and cold water 24 hours a day.

There are direct dial domestic and international telephones, color televisions, audio equipment and closed-circuit television systems. There are not less than 16 broadcast channels, at least 2 self-run programs and more than 2 foreign language satellite TV channels, which bring convenience to foreign tourists.

5. There are five-star stationery, turndown service, 24-hour hot and cold drinking water and ice cubes, free tea or coffee, mini-bar in the room, and 24-hour Chinese and Western breakfast and dinner delivery service.

6. Provide wake-up call service, message service, wet washing, dry cleaning, ironing and mending of clothes, and provide shoeshine service.

7. Rooms and bathrooms should be thoroughly cleaned every day, sheets and pillowcases should be replaced every day, and room supplies and consumables should be replenished every day.

Food and drink

1. There are Chinese restaurants with reasonable layout and luxurious decoration, which can provide Chinese food with at least two flavors.

There is a western restaurant with reasonable layout and luxurious decoration, and a special western kitchen.

There is a unique and elegant coffee shop that can provide buffet breakfast and western-style dinner.

There is a proper small banquet hall and a closed bar.

Supervisors, foremen and waiters in restaurants and bars can provide services in English.

6. The kitchen cold dish room and pastry room are separated independently, with sufficient air conditioning equipment, air disinfection facilities between cold dishes, isolation between rough machining room and operation room, sufficient cold storage, special facilities for placing temporary garbage and keeping them closed.

common area

1. There are enough parking lots, high-quality passenger elevators, high-grade car decoration and service elevators.

There is a public telephone and a local telephone book.

3. Men's and women's toilets are separated.

4. There are shopping malls selling daily necessities, souvenirs, handicrafts and other commodities.

There is a business center that sells stamps, sends letters, handles telegrams, telexes, faxes, photocopies, international long-distance calls, domestic baggage consignment, film development, etc. Provide typing service.

6. There is a clinic.

7. Provide ticket purchasing services, such as purchasing transportation, movies and visits.

8. Provide sightseeing service in the city.

9. Emergency power supply lines and emergency lighting.

Edit the selected item in this paragraph.

(**78 projects, at least 35 projects, the more projects, the more upscale the hotel)

Guest room (item 10)

A. Possibility inquiry services such as bills can be provided in guest rooms through audio-visual equipment, and voice mail services can be provided;

B. the toilet has a drinking water system;

C not less than 50% of the guest rooms have separate bathrooms with showers and bathtubs;

D not less than 50% of guest rooms and bathrooms have separate dry and wet areas (with separate dressing rooms);

E. All suites are equipped with bathrooms for the use of the host and visiting guests;

F. Set up a business floor where people can check in and check out, and there is a business center and a place for guests to rest. G. There is fax or e-mail receiving and sending equipment in the guest room on the business floor;

H. provide free in-store yuan line paging service for guests;

First, provide 24-hour laundry express service;

J. Entrusted agency service (golden key service).

Restaurants and bars (8 items)

A. there is a lobby bar;

B. there is a professional teahouse;

C besides western restaurants, there are other foreign restaurants with special kitchens.

D. there is a bakery;

E. a restaurant with flavor;

F. A grand ballroom with a formal banquet for at least 200 people, equipped with a special banquet kitchen;

G. There are at least 10 restaurants with different flavors (except banquet halls);

H. there is a restaurant that is open 24 hours a day.

Commercial facilities and services (5 items)

A. Providing Internet services with a transmission rate of not less than 64 kilobits per second;

B. Closed telephone rooms (at least 2);

C. negotiation room (at least 10 people);

D. provide translation, interpretation and full-time secretarial services;

E. Library (at least 1000 books).

Conference facilities (item 10)

A There is a special conference hall with cloakroom that can accommodate at least 200 people.

B.there are at least two small meeting rooms.

C simultaneous interpretation facilities (at least 4 languages);

D. there are telephone conference facilities;

E. There is a live video and audio relay system;

There are computers and computer projectors for rent, ordinary film projectors, slide projectors, video recorders and shredders.

G. Have a special copy room, equipped with sufficient copier equipment;

H. modern electronic printing and binding equipment;

First, there is a photographic film development room;

J. there is an exhibition hall of at least 5000 square meters.

Public facilities, health and entertainment facilities (42 items)

A. ballroom;

B. karaoke room or KTV room (at least 4 rooms)

C. game room;

D. chess room;

E. cinemas;

F. Regular song and dance performances;

G. Multi-function hall, which can provide services such as meetings, cold meals and receptions, and can also be used as karaoke bars and dance halls.

H. gym;

First, massage room;

J. sauna;

K. steam bath;

Length surfing bath;

M (short for meter)) solarium;

Indoor swimming pool (surface area of at least 40 square meters),

O. Outdoor swimming pool (surface area at least 100 m2);

Page (abbreviation of page) tennis court;

Bowling room (at least 4 lanes);

R. rock climbing practice room;

South squash room;

T. billiards room;

Unit multifunctional comprehensive fitness massager;

Verb (abbreviation for verb) electronically simulates a golf course;

W. golf driving range;

X. Golf course (at least 9 holes),

Y. circuit;

Aa。 Racecourse;

Ab。 Shooting range;

Alternating current Archery range;

Advertising. Actual combat simulation amusement park;

Ae。 Table tennis room;

Af。 Ice rink;

Ag。 Outdoor ski resort;

Ah. Self-use bathing beach;

Ai. Diving;

Aj。 Surfing at sea;

Ak。 Fishing;

Ai. Beauty salon,

Am boutique;

Ann. Independent bookstore;

Oh. Independent flower shop;

Associated Press. Baby care and children's recreation room.

Safety facilities (3 items)

A. electronic card door lock;

B. guest room valuables safe;

C. self-contained power generation system.

fundamental principle

Treat guests equally, regardless of race, nationality, country, wealth, relatives and friends, and don't judge people by their appearances.

Be polite, warm and friendly to the guests.

Be honest with guests and deal fairly.

Respect national customs and do not harm national dignity.

Abide by national laws and regulations and protect the legitimate rights and interests of guests.

basic requirement

Gfd requires service personnel a. gfd to be dignified, generous and tidy. Service personnel should wear job badges that meet the post requirements; B. The expressions of service personnel should be natural, cordial and cordial, and smiling service should be advocated. Manners require civilized behavior, dignified posture, active service and compliance with post specifications.

Language requirements

A. The language should be civilized, polite, concise and clear; Promote the use of Putonghua; C. When the questions raised by the guests can't be solved, explain patiently and don't shirk.

Business ability and skill requirements

Service personnel should have the corresponding business knowledge and skills, and can skillfully use them. The service quality assurance system has a set of effective management systems and operating standards suitable for hotel operation, with inspection, supervision and treatment measures.

Edit this paragraph management

The management system requires that five-star hotels must provide more than 12 service process management systems, more than 10 supporting process systems and more than 8 global function management systems; 1. There is an employee handbook. 2. There are organization charts of hotels and departments. 3. Management system: mainly aimed at management, such as hierarchical management system, quality control system, marketing system and material procurement system. A complete hotel management system includes system name, system purpose, management responsibilities, project operation rules (including implementation level, management object, mode and frequency, management work content), management division of labor, management procedures and assessment indicators. 4. Departmental operation specifications: including job descriptions of managers, working relationship tables of managers, work item checklists of managers, special quality management documents, worksheets and quality management records. 5. Job description of service and professional and technical personnel: a written description of job requirements, qualifications, shifts, channels for receiving instructions and coordination, main job responsibilities, etc. Services and professional and technical personnel. 6. Description of service items, procedures and standards: According to the requirements of service and job descriptions of professional and technical personnel, explain the objectives of each service item, the procedures needed to accomplish the objectives and the quality standards of each procedure. 7. Description of technical standards for work: The technical work of specific posts required by national and local authorities and mandatory standards, such as boilers, strong and weak electricity, fire fighting, food processing and production, must have a written description of the corresponding technical standards, and the employees of the corresponding posts must know it. 8. Other certificates or documents that can prove the quality management level of the hotel.