Basic knowledge of hotel management: hotel services and facilities

The service items of the hotel are an important part of measuring the star rating standard of the hotel. Generally speaking, the higher the star rating, the more services, the more comprehensive. Generally speaking, hotel services include the following aspects:

1, reception service

Such as parking, baggage delivery, information, foreign currency exchange services; Telephone, telex, telegram and fax services; Typing, photocopying, secretarial and translation services; Car rental, booking, medical treatment and various conference reception services; Valuable storage services, etc.

2. Room service items

Room rental and hot and cold water supply in the room, telephone, TV, wake-up service, laundry, ironing, room drinks, room safe, shoeshine service, etc.

3. Catering service items

Including Chinese food, western food, flavor meals, buffets, banquets, cocktail parties, cafes, bars and room service.

4. Entertainment services

Such as ballroom, bowling, billiards, tennis, swimming pool, fitness, beauty, hairdressing, sauna or steam bath, massage, chess and cards, electronic games and so on.

5. Shopping center services

Sell all kinds of commodities, such as daily necessities, food, handicrafts, stationery, clothing, books, flowers and so on.

6. Car rental service

Travel car rental, business car rental service, bicycle rental service, etc.

7. Other services

Such as child care, pet care, etc.

(2) the basic facilities of the hotel

The infrastructure of the hotel determines the reception capacity and conditions of the hotel, and the standard and quantity standard of the hotel facilities determine the grade of the hotel. Regardless of the grade of the hotel, its basic facilities should have the following aspects:

1, reception facilities at the front desk

Have the reception conditions suitable for the scale and standard of this hotel. Including the reception hall at the front desk, the general service desk (including reception desk, information desk, cashier's office), business center, valuables storage room, reception desk of assistant manager in the lobby, etc.

2. Room reception facilities

It has guest room facilities suitable for the scale and standard of the hotel, including single rooms, standard rooms, luxury suites and presidential suites.

Guest rooms should be equipped with guest room facilities corresponding to the hotel star standard, such as dressing table (or writing desk), wardrobe, bed (soft mattress), chair, sofa, bedside control cabinet and other supporting furniture; Each room has a separate bathroom, generally equipped with a sitting toilet, dressing table (equipped with washbasin and toilet mirror), hot and cold water facilities (including bathtub with shower head and shower curtain); Each room has a split air conditioner or central air conditioner that can guarantee or adjust the temperature; Each room is equipped with a telephone, which can make domestic or international long-distance calls directly or through the switchboard; Every room is equipped with TV and audio equipment; Each room is equipped with a certain amount of stationery, such as stationery, envelopes, postcards, city maps, sewing kits, hotel guides, etc. Each room is also equipped with a certain number of sanitary articles, such as toothbrush, toothpaste, soap, shampoo, conditioner or conditioner, shower cap, shoe polisher (paper) and so on.

3. Catering reception facilities

There are Chinese restaurants, western restaurants and necessary catering facilities suitable for the scale and standards of the hotel, including tableware, cookers, furniture, kitchenware and various dining utensils.

4. Entertainment service facilities

Having a ballroom suitable for the scale of the hotel, as well as all necessary equipment and facilities, and its affiliated bar service equipment and facilities; Bowling field and facilities; Billiards room and indoor billiards equipment and facilities; Electronic entertainment room and its various electronic entertainment equipment and facilities; Swimming pool and various ancillary and auxiliary equipment and facilities; Fitness room and various fitness equipment and equipment; Sauna, massage room and various supporting facilities.

5. Hotel operation support facilities

(1) Engineering supporting facilities: such as power distribution facilities, air conditioning and refrigeration facilities, standby power generation facilities, water supply and drainage facilities, hot water supply facilities, laundry room and its necessary equipment and facilities.

(2) Safety guarantee facilities: such as intercom communication facilities, accident broadcasting facilities, fire command facilities, fire monitoring facilities, various fire extinguishing equipment, etc.

(3) Internal operation support facilities: such as staff canteen, staff dormitory, staff club, staff locker room, staff passage, etc.