Definition of hotel services for paper purposes

Service content will vary depending on the room type. The following is for reference only:

Basic Service Standards for Star-Rated Hotels (Trial)

1. Front Office Service

1. Reception Service

1-1 Doorman Service

1-1-1 Doorman is proficient in doorman service procedures and related requirements.

1-1-2 When a guest arrives on foot, the doorman should open the door promptly and greet the guest with a smile. Frequent guests and VIP guests should be addressed by their last name or title. When opening the door, open and pull it gently, and do not bump or squeeze guests and luggage. If a guest has a lot of luggage, he should take the initiative to help carry it.

1-1-3 When guests arrive by car, the doorman must provide vehicle guidance, door opening and other services in a timely manner. When a guest arrives by taxi, the doorman should accurately record the license plate number so that it can be easily found if the guest's belongings are forgotten in the car.

In the event of rain or snow on 1-1-4, the doorman should place an anti-slip sign in a prominent location in the lobby and provide umbrella services to guests as appropriate. If guests bring their own umbrellas, umbrella covers should be provided to them promptly to prevent raindrops from spilling onto the lobby floor.

1-1-5 When encountering old, weak, sick, disabled or young guests, doormen should provide timely assistance according to the needs of the guests.

1-2 Vehicle Dispatching Service

1-2-1 dispatchers are proficient in vehicle dispatching service procedures and related requirements.

1-2-2 Dispatchers guide and dispatch vehicles reasonably to ensure smooth traffic and no congestion or congestion. Vehicles are parked in reasonable locations and arranged neatly and orderly.

1-2-3 When guests park their vehicles, the dispatcher should promptly remind guests to close the windows, lock the doors, and keep the items in the vehicle safe.

When booking a rental vehicle for the guest on 1-2-4, the dispatcher should make timely arrangements and ensure that the reserved vehicle arrives and is waiting 5 minutes in advance.

In autumn and winter on 1-2-5, if necessary, vehicles parked overnight will be covered with anti-frost film.

1-3 Baggage Service

1-3-1 Baggage attendants are proficient in baggage service procedures and related requirements.

1-3-2 When providing luggage service to guests, the bellman should obtain the guest’s consent before picking up the luggage. Handle luggage with care.

1-3-3 Provide check-in luggage service for individual guests. When the bellman delivers the luggage to the room for the guest, he should put the luggage on the luggage rack or in the location requested by the guest, and inform the guest as appropriate. Introduce room facilities and hotel services.

1-3-4 Provide guests with check-out luggage service. The bellman should put a luggage tag on the guest's luggage and indicate the room number for easy identification.

1-3-5 Provide check-in luggage service for the team. The bellman must handle luggage handover procedures with the team leader and other relevant personnel, verify the number of luggage, and make records. Understand the name and room number of the team's guests, accurately and quickly deliver luggage to the guest's room, and ensure that luggage distribution is error-free.

1-3-6 Provide departure luggage service for the team. The bellman should know the guest’s name, room number, and luggage pickup and delivery requirements. When you go to the room to collect luggage, you must fill in the luggage card, accurately indicate the room number, guest name, etc., and carefully go through the handover procedures with the team leader and other relevant personnel to ensure that no luggage is missing or lost.

1-4 Luggage Storage Service

1-4-1 attendants are proficient in luggage storage service procedures and related requirements.

1-4-2 Post luggage storage instructions in a conspicuous location in the luggage room. The storage instructions should indicate which items can be stored, which items cannot be stored, the storage validity period, expiration regulations, agency collection regulations, compensation for lost items, etc.

1-4-3 When guests store luggage, the waiter should understand the status of the items, check the appearance of the items, fill in the luggage storage form in detail, and ask the guest to sign for confirmation. When guests store more than two pieces of luggage, they must be tied together with luggage ropes.

1-4-4 When guests receive stored items, the waiter must carefully check the receipt form, verify the relevant contents, and ask the guest to confirm in person to ensure that there are no mis-issuances, false claims, etc.

1-5 reservation service

1-5-1 reservation staff are proficient in reservation service procedures and related requirements. Understand hotel room types, prices, catering, recreation, conferences, etc.

1-5-2 When accepting a reservation, the reservation clerk must accurately record the number of rooms booked, room type, arrival and departure time, name of the reservation person, unit, contact information, payment method and other relevant contents, and verbally or confirmed in writing.

1-5-3 Overbooking must be scientific and reasonable to ensure that no no-shows occur.

1-6 check-in service

1-6-1 waiters are proficient in check-in service procedures and related requirements.

1-6-2 Check-in should be fast and accurate, and the check-in time for each guest should not exceed 3 minutes.

1-6-3 If the hotel has a non-smoking floor, the waiter should proactively recommend non-smoking rooms to the guest when checking in.

1-6-4 When checking in for repeat customers and VIP guests, make full use of existing information such as guest history files to simplify the procedures. The check-in time should not exceed 2 minutes. At the same time, relevant departments such as guest rooms, catering, and recreation must be notified in a timely manner so that targeted services can be provided.

1-6-5 Group guests must allocate a room in advance before checking in. When guests arrive, promptly discuss room allocation and other related matters with the tour leader to ensure that guests can enter the room in time.

1-7 inquiry service

1-7-1 inquiry staff are proficient in inquiry service procedures and related requirements.

1-7-2 When providing services to guests, enquirers should be enthusiastic and patient, and their answers should be accurate, clear, and concise. For questions that cannot be answered at the moment, you must express your apologies, check the relevant information or consult the relevant departments as soon as possible before answering, and do not shirk, ignore the guests, or simply answer "I don't know" or "No", etc.

1-8 Valuables Storage Service

1-8-1 attendants are proficient in the valuables storage service procedures and related requirements.

1-8-2 The safe deposit box for valuables must be placed safely and concealed to protect the privacy of guests.

1-8-3 Post "Storage Instructions" in a conspicuous place in the valuables storage area. The "Storage Instructions" should explain to guests in detail the effective time of storage, expiration regulations, agency collection regulations, and the handling of lost items. , handling of lost guest keys, etc.

1-8-4 When a guest comes to store valuables, the service staff must accurately fill in the storage form and ask the guest to sign for confirmation. Seal the guest's belongings in person and put them in the safe and lock them. The deposit slip and guest key must be handed over clearly in person.

1-8-5 When the guest picks up the items, the waiter must carefully check the custody slip and the guest's signature, and then open the safe with the guest at the same time. The guest can pick up the valuables himself.

1-9 Assistant Lobby Manager Service

1-9-1 Assistant Lobby Manager is proficient in the assistant lobby manager service procedures and related requirements, understands various hotel businesses, and can speak foreign languages Provide services.

1-9-2 The assistant manager’s workstation in the lobby is reasonably positioned and can look around the front hall.

1-9-3 The assistant lobby manager will inspect the lobby no less than 5 times a day to grasp relevant situations in a timely manner. Fill in the duty log accurately and in detail, and make clear the handover matters for shift handover.

1-9-4 The lobby assistant should know the situation of VIP guests coming to the store that day, understand the reception specifications, and make timely preparations for reception. Before guests check in, they must carefully check the room to ensure that all supplies are fully equipped and receive guests according to corresponding specifications. During the guest's stay in the hotel, we must proactively solicit opinions in a timely manner so that services can be adjusted in a timely manner according to the guest's requirements.

1-9-5 When accepting complaints from guests, the assistant lobby manager should be sincere and calm, and handle the complaints quickly and appropriately. Complaints should be classified and analyzed scientifically so that work can be improved in a timely manner and service quality can be improved.

1-10 switchboard service

1-10-1 operators are proficient in switchboard service procedures and related requirements. Able to provide services in foreign languages, proficient in commonly used telephone numbers, and answer calls with a sweet and friendly voice.

1-10-2 All calls should be answered within 3 rings. If you answer after more than 3 rings, you should apologize to the guest. When answering an outside call, you should first say hello and state the name of the store, and then transfer the call in a timely manner according to the customer's request. If no one answers the transferred call, the reception line will inform the guest.

1-10-3 When receiving a message service request from a guest, the operator must accurately record the addressee's name, room number, message content and relevant requests, and convey them in a timely manner.

1-10-4 When a guest requests a wake-up call service, the guest's name, room number, wake-up time and relevant requirements must be accurately recorded and repeated to the guest for confirmation. When waking up, you should first say hello to the guest and then announce the wake-up time. If no one answers the call, a second wake-up call will be made after 3 minutes. If there is no answer, someone should be sent to the room to wake up.

2. Environment and Hygiene

2-1 The exterior wall of the hotel is clean and beautiful, with no random postings or hangings.

The functional layout of the 2-2 lobby is reasonable, the decoration style is coordinated, and the hotel atmosphere is strong.

2-3 The signs and symbols in each area are designed uniformly, with clear markings, accurate guidance, and coordination with the hall environment.

2-4 The hall has sufficient lighting, soft light, and the lighting is coordinated with the hall environment.

The temperature in hall 2-5 is generally maintained at 23~25℃.

2-6 Marble and granite floors are dusted, cleaned and polished every day to ensure they are smooth and bright. All furniture and lamps should be wiped regularly to ensure that they are free of dust and stains. All kinds of metal parts are wiped with metal brightener every day to ensure that they are clean, bright and free of rust.

2-7 Potted plants and other green plants are fresh and fresh, with no dead branches or leaves, no soil exposed, no debris in the pot, and no dust on the leaves.

2-8 Store names, store logos, neon lights and other signs and decorations are intact and beautiful, without defects or breaks.

2-9 The floor and furniture of the hall should be waxed and maintained regularly to avoid abrasion, paint peeling, cracking, etc.

2-10 Spray-painted and painted ceilings and walls should be renovated every 2 years or so to ensure that they are not obsolete, cracked, or deformed.

2. Catering service

1. Reception service

1-1 zero o'clock service

1-1-1 waiter is proficient in zero o'clock Service procedures and related requirements.

1-1-2 When guests arrive at the restaurant, the usher greets them warmly and politely. Address regular and VIP guests by their last name or title.

1-1-3 When ushering guests, the usher should step ahead in sync with the guests. When encountering obstacles or steps, the usher should remind the guests, and should take the initiative to support guests with limited mobility.

1-1-4 When a guest enters the restaurant, the waiter should come forward to greet the guest, take the initiative to pull up a chair for the guest, bring the menu, and provide tea and towel services in a timely manner. The temperature of the towel should be moderate, not too hot or too cold.

1-1-5 When the restaurant is full, the usher should inform the guests of the waiting time and arrange for the guests to wait in the rest area.

1-1-6 When guests order dishes, the waiters skillfully use sales skills to proactively introduce the features and characteristics of the dishes to the guests, and remind the guests to eat in moderation as appropriate. The text on the menu and drink list should be clear and concise, at least in English, printed clearly, without alteration, stains, or wrinkles, and prices, standards, etc. should be indicated.

1-1-7 The waiter must fill in the menu accurately and quickly. If guests have special requirements for the taste of dishes, they should indicate it on the order menu.

After ordering on 1-1-8, the waiter will repeat the ordered dishes, drinks, etc. to the guest and ask the guest to confirm.

1-1-9 After the guest orders, the first dish should not take more than 10 minutes to be served. All dishes should generally be served within 45 minutes or in the order requested by the guest. If a certain dish takes a long time to prepare, guests should be informed in advance. The temperature of the dishes should be suitable for hot and cold dishes. The temperature of hot dishes is generally not lower than 65°C, and the temperature of soup dishes is generally not lower than 75°C.

1-1-10 The on-site preparation of dishes must be safe and hygienic. Any operations that cause explosions, smoke, etc. that may hinder others from eating are not allowed on-site.

1-1-11 When guests are dining, waiters should pour drinks, replace dishes, ashtrays, etc. for guests in a timely manner.

1-1-12 Waiters must master service skills and avoid spilling vegetable juice, wine, etc. on guests' clothes when serving.

When all dishes are served on 1-1-13, the waiter should inform the guests in time and ask the guests if they want to add more dishes.

After the guests have finished their meal on 1-1-14, if requested by the guests, corresponding services such as dish packaging and wine storage should be provided.

1-1-15 When clearing tables and removing dishes, waiters should handle them with care to avoid disturbing guests' dining. Do not hint or urge guests to eat.

When guests leave the restaurant on 1-1-16, the waiter should take the initiative to take clothes for the guests and remind the guests not to forget their belongings.

1-2 Banquet Service

1-2-1 Waiters are proficient in banquet service procedures and related requirements.

1-2-2 After accepting the banquet reservation, the banquet venue must be carefully designed and arranged according to the nature, scale and requirements of the organizer to appropriately set off the banquet atmosphere.

1-2-3 The number of tables, seats, etc. should be arranged before the banquet. The banquet menu should be placed at least 2 copies per table.

1-2-4 For large banquets, seating arrangements should be issued to guests. When guests arrive, waiters should guide them to their seats in a timely manner.

1-2-5 Chinese food should generally be served in the gap between the third seat next to the host’s seat. Do not serve food between the guest of honor and the host. The pouring of wine and the serving of dishes should be done in the order of the guest of honor first, then the host and then around the table in a clockwise direction, or in the order of first the female guest of honor, then the female guest, then the male guest of honor, then the male guest, and finally the host.

1-2-6 When serving meals, the waiter must first place the dishes on the dining table, invite the guests to watch them, and state the names of the dishes before dividing the dishes.

1-2-7 Waiters should be proficient in dividing the dishes, so that they can be distributed evenly, quickly and with little noise. When dividing the soup, they should not overfill it.

1-2-8 Bone plates should be changed for guests between dishes that are boney, thorny or have different flavors and before serving fruits.

1-2-9 If there are dishes that are eaten with hands, hand washing cups should be provided and hand towels should be provided for guests.

1-2-10 If there are speeches, toasts or performances during the banquet, the waiter should promptly notify the kitchen and adjust the serving time appropriately.

1-2-11 After the banquet, the waiter will see off the guests at the door of the restaurant.

1-3 Buffet Service

1-3-1 Waiters are proficient in buffet service procedures and related requirements.

1-3-2 The design of the buffet table should be scientific and reasonable. The area and space of the dining table should be suitable for the number of diners, so that it is convenient for guests to pick up dishes.

1-3-3 The buffet dishes and tableware are reasonably arranged and convenient for guests to access. The dishes should be placed in categories. The order of placement is generally cold dishes first, then soups, hot dishes, desserts, fruits, etc.

1-3-4 All dishes must be ordered 15 minutes before the meal starts, hot dishes must be covered, and a hot pot should be provided to keep them warm.

1-3-5 While guests are dining, waiters should patrol the tables in a timely manner, tidy up the tables, and add dishes as appropriate.

1-4 Bar Service

1-4-1 Bar waiters are proficient in bar service procedures and related requirements.

1-4-2 Waiters are familiar with all types of drinks and have high bartending skills.

1-4-3 Mixing jugs, mixing glasses, ice buckets, wine glasses and various mixing materials must be fully equipped.

1-4-4 When bartending for guests, the waiter should smile to the guests, ensure accurate recipes, standardized operations, and demonstrate good bartending skills to the guests. The drink you prepare should match the glass used.

1-4-5 Drink preparation should generally be completed and served within 5 minutes.

1-4-6 The general drinking temperature for red wine, brandy, etc. is 15-20℃. White wine and champagne are generally served at a temperature of 5-10°C, and the entire bottle should be placed in an ice bucket when serving. The general drinking temperature of beer is 6-8℃. Mineral water, soda, and juice are generally consumed at a temperature of 6-14°C.

1-4-7 When bartending, the waiter should hold the bottom of the wine glass, not the rim. Use special tools to remove ice cubes and garnishes, and do not take them directly with your hands.

1-4-8 When one-third of the wine in the guest’s glass is left, the guest should be asked whether to add more.

2. Environment and hygiene

2-1 Set up an eye-catching sign at a prominent position at the entrance of the restaurant to indicate business hours, restaurant name and other relevant content.

2-2 The decoration style of the restaurant is coordinated with the dishes and services provided, and the dining environment is clean, beautiful, comfortable and warm.

2-3 The restaurant temperature is generally maintained at 22~24℃.

Adequate lighting, soft light, good ventilation, fresh air, and no odors such as tobacco and alcohol.

2-4 O'clock restaurants should have non-smoking areas, and the non-smoking areas should be reasonably located.

2-5 All kinds of tableware are washed and kept by dedicated personnel, disinfected thoroughly, placed neatly, and easy to access, and measures are taken to effectively prevent secondary pollution.

2-6 The carpets and floors in the restaurant are clean and hygienic, free of dust and stains. Bone plates, wine glasses and other tableware are clean and bright, with no water stains or oil stains. Tablecloths, tablecloths and other cotton fabrics should be ironed and smooth, without stains or odor. Wash face towels after each guest and disinfect them after each guest.

2-7 Food processing and storage should separate hot and cold, raw and cooked foods, and meat and vegetables. There are no water stains or oil stains on the kitchen floor.

2-8 The public bathrooms in the restaurant are managed by dedicated personnel and equipped with toilet paper, hand sanitizer, etc., and are cleaned in a timely manner. There is an exhaust device, good ventilation, and no odor.

2-9 Various equipment and supplies such as restaurants and kitchens must be maintained regularly to ensure that they are running well, intact and effective.

2-10 Wooden floors should be waxed and polished regularly to prevent cracking and paint peeling. Never use water to scrub wooden floors.

2-11 Clean and maintain carpets in a timely and scientific manner to ensure that there are no oil stains, no dust, no cracking, no shrinkage, and no deformation. If there are any cigarette burn marks, repair them immediately.

2-12 Inspect restaurant tables, chairs, counters and other furniture every day. If there are peeling paint, burn marks, scratches, etc., they must be repaired in time.

2-13 Check various lamps every day. If damaged, replace them in time.

2-14 Tableware, wine utensils, etc. are in good condition, with no chips or scratches.

3. Room service

1. Reception service

1-1 Room tidying service

1-1-1 General room tidying This should be done when the guest is away. If a guest is in the room, you should politely ask for the guest's opinion and clean the room only after obtaining the guest's consent. If the guest checks in between 0:00-6:00 in the morning, make sure the guest has rested for 8-10 hours before calling to ask if the hotel has been cleaned up.

1-1-2 Before tidying up the guest room, the waiter should first check whether there are any items left by the guests in the room. Once found, they should be dealt with in a timely manner according to relevant regulations.

1-1-3 Service staff are not allowed to enter rooms with "Do Not Disturb" signs to clean them. If this sign is still displayed after 2:00 pm, please contact the customer by phone to find out the reason to prevent accidents.

When the "Please clean quickly" sign is hung in the 1-1-4 room, it should be cleaned up first.

1-1-5 Towels, bath towels, toothpaste and other guest supplies are replenished daily or upon guest request. In rooms with more than 2 guests, daily necessities such as towels, slippers, toothbrushes, etc. are recommended to be distinguished by different colors so that guests can identify them when using them. The quality of disposable consumables such as toothpaste and toothbrushes must be ensured. Toothpaste, bath soap, and hair lotion must have production dates and shelf life to ensure that there is no toothpaste solidification or toothbrush hair loss. Cotton fabrics such as towels and bath towels should be soft and comfortable and neatly stacked.

1-1-6 When tidying up the room, waiters are generally not allowed to move guests' belongings at will. If they really need to be moved, they must put them back to their original places after tidying up.

1-1-7 After the room is tidied up, you should carefully check whether the electrical equipment is normal. If any problem is found, you should report it to the relevant department for repair in a timely manner. If it is difficult to repair for a while, the room can be changed after seeking the guest's consent.

1-2 evening housekeeping service

1-2-1 room housekeeping service in the evening, usually around 7 pm in summer and 6 pm in winter. If guests are in the room, the guest's consent should be obtained before tidying up.

1-2-2 When tidying up the room, check whether the lighting, electrical equipment, etc. are normal, and whether the control buttons are intact and effective, and can be switched on and off freely.

1-2-3 Turn on the bedside lamp to make it easier for guests to sleep. When closing the curtains, they should be neat and beautiful, have good light-shielding effect, and have no light transmission or light leakage.

1-2-4 When making the bed for the guest, put away the bed cover and put it in the cupboard. At the same time, fold up the quilt on the side near the bedside table, unfold the slippers, and lay them flat in front of the bed for the convenience of guests. The room breakfast sign can be placed on the bedside table or other appropriate location.

The TV in room 1-2-5 should be set to standby mode, and the remote control should be placed on the bedside table or in a location where guests are accustomed.

1-2-6 When taking out the trash, wiping the furniture, or replacing the cups, be gentle and keep quiet.

1-2-7 Carefully check the availability of snacks, tea, coffee, wine, etc. in the room. If any is consumed, replenish it in time.

1-2-8 When tidying up the bathroom, lay the floor towel flat in front of the bathtub, pull the shower curtain to 2/3 of the bathtub or a suitable position, and place the hem of the shower curtain in the bathtub.

1-3 Other services

1-3-1 If a guest comes to visit, the waiter must obtain the consent of the guest before inviting the visitor into the guest room, and as necessary , providing extra chairs and tea services in a timely manner.

1-3-2 When a guest requests shoe shine service, the waiter should collect it in time, polish it within 30 minutes, and return it to the guest. The quality of shoe shine service must be ensured. The color and texture of the customer's leather shoes should be selected and used to choose the appropriate leather shoe polish. After the leather shoes are polished, they should be clean and bright.

1-3-3 When a guest requests laundry service, the waiter must carefully check the quantity of laundry when collecting the guest's laundry. Check whether there are any guest belongings in the clothes, whether the clothes are damaged, etc., and keep records. If clothes are found to be damaged, guests should be informed promptly and noted on the laundry list. After the clothes are washed, they should be returned to the room as soon as possible, and corresponding services such as hanging, folding or packaging should be provided according to the guest's requirements. If the guest's clothes are still stained after being washed, an "explanation note" should be placed in the room when delivering the clothes or an explanation should be given to the guest in person.

1-3-4 When serving disabled guests, targeted services should be provided to facilitate the daily living needs of disabled guests. For example, the waiter takes the initiative to open the door for the guest, call the elevator, etc.

1-3-5 When serving resident guests and VIP guests, it is necessary to understand the guest's name, room number, life characteristics, special requirements, reception specifications and other relevant information in order to provide more detailed and thoughtful services.

1-3-6 When a guest is found to be sick, the waiter should immediately report it to his superior and promptly remind the guest to seek medical treatment. If the condition is serious, the patient must be sent to the hospital for treatment as soon as possible after obtaining the guest's consent. When a guest is sick, the waiter must give special care.

1-3-7 When a drunk guest is discovered, the waiter should immediately report it to his superior, pay close attention to the drunk guest's movements, and provide corresponding services to the guest as appropriate.

1-3-8 The guest room department must be equipped with a certain number of nail clippers, scissors, staplers, hair dryers, multi-function sockets and other items commonly used by guests. After the guest makes the request, it should be delivered to the room within 10 minutes. When providing items to guests, use trays, go through relevant borrowing procedures, and ask guests to sign.

1-3-9 When a guest goes through the check-out procedures, the waiter should immediately go to the guest room to check whether there are any items left by the guest, verify the wine consumption, check whether the equipment and supplies are damaged or lost, and promptly report the relevant items to the guest room. Inform the front office cashier of the situation.

1-3-10 The housekeeping department should frequently solicit opinions from guests and improve services in a timely manner. It is recommended to send greeting cards, small gifts and other services to guests on holidays or birthdays.

1-3-11 Waiters should pay attention to the living habits of guests and collect their consumption preferences in order to provide more nuanced and personalized services.

2. Environment and hygiene

The sound insulation effect of guest room 2-1 is good, there are no obvious external noise sources, and guests in adjacent rooms do not interfere with each other.

2-2 The temperature of guest rooms is generally maintained at 20-24℃ in winter and 22-24℃ in summer. The fresh air volume is generally maintained at 20 cubic meters/person per hour. The air is fresh and has no peculiar smell.

2-3 The lighting is sufficient and the light is soft. The illumination of bedside lamps, table lamps, and toilet makeup lamps shall not be less than 100LX.

2-4 Tables, chairs, TVs and other furniture and equipment should be wiped every day to ensure they are free of dust and stains.

Vacuum the carpet every day for 2-5 days to make it clean, hygienic and free of dust. Dry clean or wash every 4 months or as appropriate, no stains or dust. After the carpet is washed, windows should be opened for ventilation to dissipate detergent odor in a timely manner to ensure fresh air in the guest room.

2-6 Cotton fabrics such as sheets, pillowcases, towels, etc. are soft and comfortable, without stains, sweat odor and other odors.

2-7 Wash blankets, bedspreads, curtains, etc. as they become dirty.

2-8 Tea cups, mouthwash cups and other cups should be replaced and disinfected after use, and wiped clean with no water stains or fingerprints.

2-9 Tubs, bathtubs, washbasins, etc. are cleaned and disinfected every day without stains or odor. Faucets, shower heads, etc. should be regularly cleaned of scale to ensure smooth water flow. Faucets should be marked with hot and cold water for the convenience of guests. Sewers should be unclogged regularly to ensure smooth flow and no blockage or accumulation of water.

2-10 The shower curtain should be kept clean and hygienic, cleaned every day, and free of soap stains, mildew spots, and hair. Shower curtains should be replaced and disinfected regularly.

2-11 Waiters should pay attention to developing good working habits of caring for facilities, equipment, and furniture. When moving the cart, keep a distance of about 20 centimeters from the wall. When moving furniture, handle it with care to avoid bumps or scratches. It is strictly forbidden to drag or pull items on carpets or floors.

2-12 The mattress should be turned over and over every 3 months to ensure uniform stress, smoothness and appearance, and no collapse or deformation.

2-13 Wooden products such as floors, tables and chairs should be waxed and polished frequently, and the worn surfaces should be repaired in time to increase the gloss.

2-14 Pay attention to the care of wallpaper and carpets. Repair the cracked wallpaper immediately without any obvious signs of repair. Wallpaper generally needs to be replaced gradually after 5-6 years of use. Cigarette burn marks on the carpet should be repaired promptly. In order to ensure the softness and comfort of the carpet, the carpet pad should generally be replaced every 3 years.

2-15 Air conditioners, exhaust fans, etc. must be inspected and maintained regularly to ensure normal operation without vibration or noise. In summer, you should frequently check and clear the drain outlet of the air-conditioning water collection pan to ensure that the condensate water returns smoothly and there is no overflow pan leakage.

2-16 Bedside lamps, control cabinets and other electrical equipment should be inspected every day to ensure that the switches are sensitive, safe and effective. The switches and sockets of various guest electrical equipment are reasonably positioned and convenient to use.

4. Conference, recreation and other services

1. Conference service

1-1 reception service

1-1-1 waiter Be proficient in conference service procedures and related requirements.

1-1-2 Before the meeting, familiarize yourself with the name, time, number of people and related requirements of the meeting.

1-1-3 Banners, mats, speakers, flowers, stationery, etc. must be prepared before the meeting.

1-1-4 Before guests enter the venue, the waiter should prepare tea and scented towels to welcome the guests.

When guests arrive on 1-1-5, the waiter takes the initiative to pull up his chair and give up his seat, and pours tea in time. During the meeting, water is usually refilled every 15 minutes.

After the 1-1-6 meeting begins, doors and windows should be closed promptly to keep the venue quiet.

The 1-1-7 tuner is proficient in tuning techniques, and the volume adjustment should be moderate.

1-1-8 During the meeting, waiters should pay attention to the temperature of the venue, sound effects, etc., and report any problems to relevant personnel in a timely manner.

When taking a break from the 1-1-9 meeting, waiters should promptly clean up peels, paper scraps and other debris and replace ashtrays.

After the meeting ends on 1-1-10, the waiter should promptly check whether there are any items left by the guests at the venue, and contact the relevant personnel as soon as possible if any items are found.

1-2 Environment and Sanitation

The 1-2-1 conference room has clear signs. Various signs such as bathrooms and cloakrooms are eye-catching.

1-2-2 Tables, chairs, counters and other furniture are reasonably arranged, and tea cups and other supplies are neatly placed.

The temperature of the 1-2-3 conference room is generally maintained at 22-24°C. There is a ventilation device and the ventilation effect is good.

1-2-4 The lighting is sufficient, the light is soft, and the illumination is not less than 100LX.

1-2-5 The floor, furniture, tablecloths, etc. are free of dust and stains.

1-2-6 Teacups and other drinking utensils are clean and sanitary, with no water stains or fingerprints.

1-2-7 Various equipment such as audio and lighting fixtures are regularly inspected and maintained in good condition and without faults.

1-2-8 Tables, chairs, counters, pots and other furniture are well maintained, with no bumps, scratches or damage.

1-2-9 Regular maintenance of carpets, floors, etc., without cracks, burn marks, or deformation.

1-2-10 Tablecloths, banners, etc. are flat and intact, without wrinkles or damage.

2. Swimming service

2-1 Reception service

2-1-1 The waiter is proficient in swimming service working procedures and related requirements.

Master the necessary life-saving knowledge and have high life-saving skills.

2-1-2 Before opening, carefully check the environmental sanitation, pool water temperature, lockers, life-saving equipment and other equipment and supplies, and whether the pool water quality meets the standard requirements.

2-1-3 Test water quality at least twice a day.

The 2-1-4 waiter accurately records the guest's name, room number, arrival time and locker number.

2-1-5 If you find someone swimming who has drunk too much alcohol, you should politely refuse.

2-1-6 Waiters should pay close attention to the situation of guests in the water, and take effective measures in a timely manner once any abnormality is discovered.

2-2 Environment and Hygiene

2-2-1 Set up an eye-catching sign at a prominent position at the entrance to indicate business hours, prices, swimming instructions and other relevant content. Swimming instructions should indicate that guests with heart disease, high blood pressure, cerebral hemorrhage, skin diseases, trachoma, excessive drinking, etc. are not allowed to use the swimming pool.

The 2-2-2 swimming pool is equipped with changing rooms and shower rooms suitable for reception capacity. Each shower room is isolated from each other, hung with a shower curtain, and towels, bath soap, and hair lotion are provided.

There is a dedicated entrance channel for guests on 2-2-3, and a foot disinfection pool is set up at the entrance.

2-2-4 An overflow tank should be provided around the swimming pool, and the floor should be paved with non-slip materials.

2-2-5 The swimming pool is equipped with water depth signs and water temperature signs.

The 2-2-6 pool area has sufficient lighting, soft light and good ventilation system.

2-2-7 The indoor swimming pool has a pool water heating system, and the water temperature is generally controlled at around 28°C.

There is a drinking fountain in the 2-2-8 swimming area for guests’ convenience.

2-2-9 There are parasols in the outdoor swimming pool seating area.

2-2-10 The swimming pool is equipped with life buoys, life poles, life ropes and other special life-saving equipment.

The 2-2-11 swimming pool has an automatic circulation filtration system to ensure that the water quality is clear and transparent without floating objects.

2-2-12 The floors of the locker rooms and bathrooms are dry and have no peculiar smell. The locker room is clean and free of debris.

2-2-13 Various equipment such as swimming pool heating and filtration must be regularly inspected to ensure that they are operating well and without faults.

2-2-14 Towels, bath towels and other guest supplies should be soft, comfortable and neatly stacked.

3. Sauna service

3-1 Reception service

3-1-1 The waiter is familiar with the sauna service working procedures and related requirements.

3-1-2 Before opening, the waiter must debug all facilities and equipment. After the heating device is turned on, the sauna temperature should reach about 80°C within 10 minutes.

3-1-3 The waiter must accurately record the guest’s name, bathing time, locker number, etc.

3-3-4 If you find a guest who drinks too much, you should politely decline.

3-1-5 During the guest sauna, the waiter should pay attention to the observation at all times. If the guest is found to be unwell or unexpected, emergency rescue measures should be taken in time to ensure safety.

3-1-6 Waiters should provide guests with tea, towels and other corresponding services in a timely manner.

3-2 Environment and Hygiene

3-2-1 Set up an eye-catching sign at a prominent position at the entrance to indicate business hours, prices, sauna instructions and other relevant content. Sauna instructions should indicate that guests with high blood pressure, heart disease, cerebral hemorrhage, excessive drinking, etc. are not allowed to use the sauna.

3-2-2 The shower room and bathroom are clean and hygienic, with no stains, no urine scale, and no odor. The shower head is scale-free.

3-2-3 There is no dust or debris in the locker.

The 3-2-4 sauna room is clean and sanitary, with no stains or sweat odor.

3-2-5 Lounge carpets, sofas, recliners, etc. are clean and tidy and free of stains.

3-2-6 Various equipment such as sauna furnaces must be regularly inspected and maintained to ensure good heating performance.

3-2-7 Check thermometers, hygrometers, sand timers, etc. every day to ensure accurate indications.

3-2-8 The wooden boards in the sauna room are flat and smooth, without burrs or burn marks.

4. Massage service

4-1 Reception service

4-1-1 The waiter is familiar with the massage service working procedures and related requirements.

4-1-2 Waiters must pass specialized massage training before they can take up the job to ensure that they are technically proficient.

4-1-3 When receiving guests or accepting reservations, introduce the types of massages and their characteristics to the guests, and help them choose items.

4-1-4 When performing a massage, you must strictly abide by the massage operating specifications and requirements. Pay attention to the changes in the customer at any time, and ensure that the massage location is accurate and the intensity is moderate.

4-1-5 Waiters should provide guests with tea, towels and other corresponding services in a timely manner.

4-1-6 After the massage, the waiter must ask the customer for their opinion, and only after receiving the guest's approval can the customer pay the bill.

4-2 Environment and Hygiene

4-2-1 Set up an eye-catching sign at a prominent position at the door to indicate business hours, services, prices and other relevant content.

The temperature of the 4-2-2 massage room is generally maintained at 24-25°C. There is a ventilation device and the ventilation effect is good.

4-2-3 The massage room and lounge are clean and sanitary, with no hair or debris.

4-2-4 Bed sheets, pillowcases, massage clothes, slippers, towels and other items must be changed for each guest.

4-2-5 The massage bed should be inspected daily to ensure that the position is reasonable, the height is moderate, and it is firm and reliable.