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1、ASIAPACIFICCONSOLIDATEDSERVICESTANDARDSHOLIDAYINNHOTELS&RESORTSCROWNEPLAZAHOTELS&RESORTSINTERCONTINENTALHOTELS&RESORTS?2003bySixContinentsHotels,Inc.Allrightsreserved.ThesestandardsareconfidentialandproprietypropertyofSixContinentsHotels,Inc.andmaynotbecopiedord
2、istributedwithoutitsconsent.163AACCOUNTING7A1RESERVATIONS7DISHONOUREDRESERVATIONS8ADVANCEDEPOSITS8CANCELLATIONPROCEDURES–FIT9CANCELLATIONPROCEDURES–GROUP9A2CHECK-IN10A3BANKING/CASHIERSERVICES11CURRENCYEXCHANGE11PERSONALCHEQUES11A4SAFEDEPOSITBOXES12A5CHECK-OUT12A
3、6FOOD&BEVERAGEOUTLETS14A7GUESTCOMPLAINTS15BCBUSINESSCENTRE16GENERAL16SUPPLIES&EQUIPMENT16EENGINEERING19E1MAINTENANCE&GENERAL19E2TRAVELLERSWITHDISABILITIES20FBFOOD&BEVERAGE14FB1BARS&LOUNGES23FB2BANQUETING&CONFERENCES25QUOTATIONS25BUFFETSERVICE26LUNCH&DINNERSERVIC
4、E26COCKTAILSERVICE26COFFEEBREAKSERVICE27BEFOREANEVENT27AFTERANEVENT29FB3INFORMAL/PRIMARYRESTAURANT30RESERVATIONS30GREETING&SEATING30MENUS30TABLESERVICE31GUESTCHECKS31SET-UPSTANDARDS32163FB4SPECIALTYRESTAURANT33RESERVATIONS33GREETING&SEATING34TABLESERVICE34WINESE
5、RVICE36GUESTCHECKS38AFTERCUSTOMERDEPARTS38FB5ROOMSERVICE38SERVICETIMES38ORDERTAKING39ORDEROFSERVICE40CHECKPROCEDURE42TROLLEY/TRAYCOLLECTION42FB6MINI-BAR43STOCK/SUPPLIES43SERVICING43BILLING44CHARGEDISPUTES45ICE/VENDINGMACHINES45FB7KITCHENS45GENERAL45ALACARTE45BUF
6、FET47ROOMSERVICE47FB8STEWARDING47FOFRONTOFFICE49FO1RESERVATIONS49GUARANTEEDRESERVATIONS50DISHONOUREDRESERVATIONS51ADVANCEDEPOSITS52CLUBRESERVATIONS52GROUPRESERVATIONS53CANCELATIONPROCEDURE54ACCOUNTING55FO2FRONTDESK55CHECK-IN55DEPARTINGGUESTS/CHECK-OUT57GUESTMESS
7、AGES59FRONTDESKSUPPIES60FO3GUESTRELATIONSINSTANTSERVICECENTRE64FO4UNIFORMEDSERVICE66FO5BUSINESSCENTER69FO6CLUBFLOORS70FO7TRANSPORTATIONSERVICE73FO8GARAGE73163FO9VALETPARKING74FO10GIFTSHOP74HKHOUSEKEEPING75HK1ROOMS75GENERAL75MAKEUP78LOST&FOUND79GUESTROOMACCESSORI
8、ES80BATHROOMAMENITIES83IN-ROOMADVERTISING85GUESTSUPPLIES86BEDDING/LINENSUPPLIES87HK2PUBLICAREA89GUESTFLOORCORRIDORS89LIFTAREA89PUBLICAREAS89HRHUMANRESOURCES91HR1HUMAN
