某國際酒店服務手冊(doc31頁)(正式版)

1、總經(jīng)理歡迎信尊敬的貴賓：我謹代表常德托斯卡納大酒店 向閣下的光臨致以誠摯的問候和熱烈的歡迎！承蒙閣下光臨常德托斯卡納大酒店，我們深感榮幸。酒店全體員工將竭誠為您提供熱情、周到、禮貌、高效且宜人的服務，熱切期望為您營造“家”的氣氛，讓閣下在逗留期間盡享舒適和安逸，同時也感謝您對托斯卡納大酒店的關愛。歡迎您對我們的工作提出寶貴意見，我們將以實際行動回報您的勉勵和厚愛。如果閣下有所需要，請與酒店總臺聯(lián)系（）。衷心祝愿您在酒店能留下美好的回憶。酒店名稱總經(jīng)理：WELCOME LETTER FROM GENERAL MANAGERDear guests,Let me extend our sincere

2、 regards and a warm welcome to you on behalf of Changde Toscana Hotel.We are deeply honored by your presence. All staff here will provide heartily, well-considered, Courtesy, highly active and pleasant service for you, earnestly expect us could provide a warm Home-likeplace, comfortable and cozy env

3、ironment during your tarry, at the same time, thank You for your concerr .we will valne your suggestion to our work and repay your encouragement and excessive care by practical action.If you have and question and request, please do not hesitate to contact the Front Desk at extension（電話）.We hope will

4、 have a good time here which be kept in your memory.酒店名稱General Manager前臺 酒店前臺經(jīng)常保持高水平及親切之服務態(tài)度，在閣下入住期間，需要以下任何幫 助，詩與前臺聯(lián)系。接待處：收銀處：大堂副理： 禮賓部: 客房服務中心 酒店客房服務中心為閣下提供住宿服務，需要以下任何幫助，請與服務中心聯(lián) 系。內(nèi)線：客房部：工程部： 空調(diào) 客房供有空調(diào)，客房墻壁上的調(diào)溫器設有高、中、低三檔，客人可根據(jù)需要調(diào)節(jié)室內(nèi)溫度及風量。商務中心位于一樓，營業(yè)時間：每日上午8:00 至晚上 23:30 特為各界商務旅游人士提供一切辦公室設備及業(yè)務服務，包括

5、秘書、傳真、復印、快件專遞、確認國際航班機票、預定國際航班機票、預訂火車票、私人電腦及投影租用等。內(nèi)線：退房時間退房時間為中午12 點，如需幫助請與前臺聯(lián)系。內(nèi)線：禮賓部位于酒店大堂，提供行李搬運及寄存服務、同時也負責安排機場接送及車輛租用 。 內(nèi)線：信用卡酒店接受以下信用卡：美國運通卡、萬事達卡、Visa卡、大來卡、JCB卡、長城卡、牡丹卡等國內(nèi)主要信用卡。國內(nèi)長途直撥（DDD）客房內(nèi)可直接撥國內(nèi)長途（DDD ） 。具體城市及地區(qū)代號請參閱“電話指南”一欄，每次撥號對方鈴響6 聲后開始計費。門閂客房設有門閂，請閣下使用。請勿打擾當閣下不希望被訪客打擾時，請按亮客房客廳門旁邊的“請勿打擾”開關

6、。如果閣下不希望被電話打擾或只希望接聽某些來電時。請與接線生聯(lián)系。內(nèi)線：飲用水小冰箱內(nèi)供有飲用礦泉水，請勿飲用自來水。如需熱水，情使用客房內(nèi)的電熱壺。值班經(jīng)理在閣下入住期間需要任何幫助，請與前臺聯(lián)系。內(nèi)線：電源客房梳妝臺側面配有220 伏 50 赫電源插座，如要借用萬能插頭及變壓器，請與客房中心聯(lián)系，為安全起見，法律禁止在客房內(nèi)私自使用暖氣或烹調(diào)設備。緊急事件如有緊急事件發(fā)生，請與接線生聯(lián)系。內(nèi)線：傳真酒店傳真號是：， 需要發(fā)傳真時，請與一樓商務中心聯(lián)系，營業(yè)時間：每天上午8:00至晚上23:30，營業(yè)時間外請與前臺聯(lián)系。沖洗膠卷請與商務中心聯(lián)系。內(nèi)線：防火措施酒店內(nèi)備有全套消防設備，請參閱掛

7、在房門背后的“消防圖”，以了解緊急疏散路線?？头康囊鹿駜?nèi)亦備有防火自救面具，酒店與本市各有關部門通力合作，保證采取一切預防措施，以確保賓客之安全，發(fā)生火警時撥“0”與接線生聯(lián)系，并告之所在位置。吹風機裝置在客房洗手間內(nèi)國際直撥長途（IDD ）客房內(nèi)可直撥國際長途，具體撥號程序及地區(qū)代號，請翻閱“電話指南”一欄，每次撥號對方響鈴6 聲開始計費。互聯(lián)網(wǎng)酒店所有房間配有高速寬帶接口，部分高級客房配有品牌電腦，請您在利用我們的網(wǎng)絡時，不要進行任何違反法律以及危害國家利益的行為。同時，請您明白，網(wǎng)絡上的不安全因素總是存在的，對因此造成的損失，我們概不負責。洗衣服務酒店提供專業(yè)水洗、干系及燙衣服務。衣柜內(nèi)

8、備有價目表及洗衣袋，服務時間上午 8:00至晚上 21:00時，另設有加快服務。本市電話請先撥“9” ，然后再撥打電話。失物招領請與客房服務中心聯(lián)系。內(nèi)線：行李服務請與大堂禮賓部聯(lián)系。內(nèi)線：客房小酒吧客房小酒吧每日添置飲品，如需其它物品或其它種類飲品，請與客房服務中心聯(lián)系。為方便快速辦理離店手續(xù)，請于退房當日將小酒吧賬單填好后直接送交至前臺收銀處。客房電話聯(lián)系請撥“ ”與接線生聯(lián)系。保險箱如有貴重物品保管，請聯(lián)絡前臺處收銀。閣下如在房間或酒店公共場所遺失任何物品，本酒店概不負責?？头看皯魹榱四陌踩鹨?，酒店不提倡賓客打開客房窗戶。計程車服務請與大堂禮賓部聯(lián)系，內(nèi)線：市區(qū)旅游觀光有關詳情及具體

9、安排，請與大堂禮賓部聯(lián)系。內(nèi)線：訪客根據(jù)常德市公安局的有關規(guī)定，所有來訪者需出示有效身份證件，并在前臺進行來訪登記。晚11 時至早晨7 時，訪客不得在客房內(nèi)逗留。起床喚醒服務如需起床喚醒服務，請與接線生聯(lián)系。內(nèi)線：寵物酒店內(nèi)請勿攜帶寵物Front OfficeThe Front Desk has been established to provide quick response to telephone requests in the following areas.Reception/Cashier 接待處check收銀處Duty Manager:大堂副理Concierge禮賓部House

10、keeping DepartmentHousekeeping 客房部LaundryEngineering Department工程部Dial:客房部Air-conditionedYour room is full air-conditioned. You may adjust the ventilation and the temperature level on the wall mounted thermostat .Please contact Housekeeping Department Business CenterLocated on the first floor, Open

11、everyday from 8:00amo11:30pm.Dial:商務中心Check-Out TimeCheck-out time is 12:00 noon, Please contact Front Desk should you require an extension, If you need any requires, Please dial?臺接待ConciergeLocated in the Lobby. Provides baggage collection, delivery and storage, as well as airport transportation an

12、d limousine arrangements .dialL 賓部Credit CardWe are pleased to accept: American Express, Master Card, Visa Card, diners, JCB, Peony and Great wall Credit Card.Domestic Direct Dial (DDD)The telephone in your room is equipped with Domestic Direct Dialing (DDD) facilities, Please refer to the TELEPHONE

13、 DIRECTORY section for details and dialing codes, Please be advised that all calls will be charged after six rings.Door BoltPlease use the door bolt of roomDo Not DisturbA button at the living room the Do Not Disturb indicator outside your room t o ensure your privacy, This button also disengages yo

14、ur doorbell, If your wish to have your call screened, Or do not wish to be disturbed by telephone calls, please call Operator, Dial: 總臺Drinking WaterMineral water is provided in the Mini Bar. Tap water is not potable, You can use immersion heater if you need boiled water,Duty ManagerFor any assistan

15、ce required during your stay, please contact Duty Manager at theLobbyDial:接待處ElectricityRooms are equipped with 220 VOLT/50 WATT outlets located by the writing desk. Adaptors and transformers are available from Housekeeping. In the interest of safety, the use of private heating is not permitted in g

16、uest rooms in accordance with local regulationsEmergencyIn the event of an emergency, please contact Operator. DiO!待處 FaxOur fax number is (86-736)7155099 . If you want to send a fax, please contact Business Center on the lth floor. It is open from 8:00 am to 11:00 pm every day. You can connect with

17、 the Front Desk during the buiness time outside. Th e extension is 前臺電話Film ProcessingPlease contact Business Center on the floor. Diaft務中心、Fire ProcedureThe hotel is full equipped with sophisticated fire detection and preventionsystems. Please study the fire escape plan mounted on your room door as

18、aprecautionary measure, Fire Escape masks are provided in the closet of you r room. In accordance with requirements of the local authorities, the Management takes this opportunity to assure you that every precaution is constantly made to ensure your safety. In case of fire, dial” 0” toreport the loc

19、ation Zof affectedareaHair-DryerHair-Dryer is located in the Rest room,International Direct Dial (IDD)The telephone in your room is equipped with International Direct Dialing (DDD) facilities. Please refer to the TELEPHONE DIRECTORY section for details and dialing codes. Please note that calla will

20、be charged after six ringsInternet AccessThe hotel is equipped with high-speed internet connection. Brand computer is provided in the partial Deluxe room. When using the Ethernet and the Internet, please dont do anything unlawful. And please be aware that Hotel doesn t hold responsibility for any lo

21、ss or damage resulting from the use of the Hotel Ethernet and the InternetLaundry/Dry CleaningProfessional dry Cleaning, laundry and pressing services are available Items collected before noon will be returned on the same day. Service hour:8:00am to 21:00Pm.Express service is availableLaundry/dry cl

22、eaning lists and bags are available in a desk drawer.Local callsPlease call 9 followed by the telephone number.Lost and FoundPlease call Housekeeping center of assistance.Dial:前臺接待Luggage ServicePlease contact concierge. Dia禮賓部Mini-BarYour Mini-bar will be replenished. Should you require more of any

23、 items or a more comprehensive range of beverages, please contact Housekeeping. For fast check-out on the day of your departure, please complete your mini-bar voucher and hand it to the cashier.Room to Room CallPlease dial接待處'for Operator assistanceSafe Deposit BoxesAdditional safe deposit boxes

24、 are available at the reception. The hotel will not be liable for whatever you have lost in the guest room public areas inside the hotelWindowsFor your safety and security. Hotel normally discourages, the guest to open the window of room.Taxi ServicePlease contact concierge Dia接待處Tours Sightsee ting

25、For tour information and arrangements, please concierge. Dial：待處VisitorsIn the interests of your safety, and security all visitors are required to leave guest rooms by 11:00pm Local laws stipulate that anyone visiting youbeyond 7: 00am or sta ying wit h you as a guest in your room must beregistered

26、with the HotelWake-up CallPlease call Operator for assistance. Diaft待處PetsPets are not allowed in the hotel.位置電話營業(yè)時間為商務旅行者提供：旅途中之辦公室，包括專業(yè)服務、傳真、復印、辦公室出租、會議設備及設施的租用、名片印刷、郵政服務、個人電腦出租、為閣下提供方便。印刷和復印可代為制作名片、個人信箋及其它文件的印刷，同時提供復印、校隊和裝訂服務快遞國際及國內(nèi)快遞服務傳真全球范圍即時的傳真請閣下在使用傳真服務前仔細閱讀下列聲明：酒店將不承擔其在所提供的服務傳真中可能涉及傳真內(nèi)容遺漏或失誤

27、之責任，酒店亦不對由當事方或第三者提供出任何要求酒店承擔由此所導致其相關之部分或全部損失之賠償負責。商務參考資料提供最近期的商務雜志、貿(mào)易指南及其它指南LOCATIONDIALOPEN DAILY FROMWe provide busy business travelers with an“office away from the office ” ourbusiness Center offers professional secretarialservices, facsimile andphotocopying facilities, offices for rental confere

28、nce equipment and facilitiesname card printing, courier service and binding services rentalPrinting and PhotocopyingPrinting of business cards, personalized for word processing requirements can be arranged. Photocopying, collating and binging services are available.Courier ServiceWorldwide and local

29、 courier service is available.FacsimilePrompt facsimile to destinations all over the world can be sent from the Business CenterThe following disclaimer appears on our faxes:The Hotel shall not be responsible for any loss or damage howsoever arising in the provision of this facsimile service I/we sha

30、ll indemnify the Hotel for anyclaims by any third party against the Hotel or loss or damage suffered by the Hotel howsoever caused by or in connection with the provision of this service.Business Reference LibraryCurrent business magazines, trade directories and other indexes are available.閣下房間的電話機設有

31、國際與國內(nèi)直撥電話服務1、卡付費電話請先撥“9”2、再撥有關號碼房間直撥請直撥分機號碼(房間電話機上標示)，如需協(xié)助請撥“ ”與接線生聯(lián)絡如何撥市內(nèi)電話1、請點撥“9”外線2、再撥電話號碼如何直撥國內(nèi)電話1、拿起話筒，聽到撥號音后再開始撥號2、先撥“9”3、接著撥地區(qū)編碼4、再撥對方電話號碼為閣下?lián)芡晏柎a后，或需等待10 秒電話方能接通為了避免撥錯號碼，請預先將閣下想撥的國內(nèi)電話號碼寫下通話完畢，請確定將電話掛好閣下需知的區(qū)域編碼，若不在本冊內(nèi)，請撥“ ”向客房中心詢問，請注意某些國內(nèi)區(qū)域是沒有國內(nèi)直撥電話服務的。如何直撥國際電話1、拿起話筒，聽到撥號音后再開始撥號2、先撥“9”3、然后撥“0

32、0”4、接著撥國家編碼及地區(qū)編碼5、最后撥對方的電話號碼當閣下?lián)芡晏柎a后，或需等待20 秒電話方能接通為了避免撥錯號碼，請預先將閣下想撥的國際電話號碼寫下通話完畢，請確定將電話掛好閣下需知的區(qū)域或國家編碼，若不在本冊內(nèi)，請撥“ ”向客房中心詢問。請注意，某些區(qū)域或國家是沒有國際直撥電話服務的。Domestic Direct (DDD) and International Direct Dialing (DDD) are available on your room telephone.Dial 9“” for operator assistanceRoom to Room CallsPleas

33、e dial the extention(the room number). If you need any help, please“83188” for operator assistanceHow to make a Local Call1、 Dial “9” to get an outside line.2、 Dial the telephone number or called party.How to make a Domestic Direct Dial (DDD) call1、 Commence dialing only after you hear the dial tone

34、.2、 Dial “9”3、 Followed by area code of city required.4、 Dial the telephone number of called partyThere may be a waiting period of up to 10 seconds before your line is connected.It is advisable to write down the complete number before dialing to avoid errors.After completing your call, please ensure

35、 the handset is replaced securely on th etelephone set.If you are unable to locate the code for the city you require, please touch '83198” for Guest Service Center assistance . Please note that DDD may not be available in some cities.How to make an International Direct Dial (DDD) call 1、Commence

36、 dialing only after you hear the dial tone. 2、Dial '9 ”3、Dial 00”4、Follow by the Country Code and Area Code.5、Dial the telephone number of called partyThere may be a waiting period of up to 20 seconds before your line is connected It is advisable to write down the complete number before dialing

37、to avoid errors. After completing your call , please ensure the handset is replaced securely on the telephone set.If you are unable to locate the area code for the city or country you require, please touch 89198" for Guest Service Center assistance. Please note that some countries may not have

38、IDD access.HRS)COUNTRYTIMEIDDCOUNTRYAREA阿根延-1900541ARGENTINACORDOBA51ROSARIO41SANTIAGO85澳大利亞+290061ADELAIDE8BRISBANE73CAIRNS70CANBERRA62DARWIN89MELBOURNE39NEWCASTLE49PERTH9SYDNEY29奧地利-790043SALZBURG662AustriaVIENNA1比利時-790032BRUSSELA2Belgium巴西-1190055BRZILIA61BrazilRIN DEJANEIRO21SAN PULO11加拿大9001CA

39、LGARY403CanadaEDMONTON403HAMILTON416MONTREAL514OTTAWA613TORONTO416VANCOUVER604WINNIPEG20490045COPENHAGENDenmark(INNER AREA)1(OUTER AREA)2HOVER7埃及90020ALEXANDRIA3EgyptCAIRO2國家時差（HRS）直撥號國家編碼城巾編號COUNTRYTIMEIDDCOUNTRYAREA南非-690027CAPETOWN21South AfricaJOHANNESBURG11PRETORLA12-890034BARCELONA3SpainBILBAO

40、4MADRID1瑞典-790046COTEMBORG31SwedenSTOCKHOLM8瑞上-741BERN31Switzerland900GENEVA22LAUSANNE21ZURICH1泰國-190066BANGKOK2ThailandCHIANGMAI53PATTAYA38PHUKET76美國-13to-189001CHICAGO312AmericaHAWAII808LOSANGELES213MIAMI305NEWYORKCITY212SANFRANCISO415WASHINGTON.DC202英國-890044BIRMINGHAM121BritainEDINBURGH131LONDON

41、(INNER)171(OUTER)181MANCHESTER161城巾CITY直撥號區(qū)域DDD CODEAREA CODE北京BEIJING9010K春CHANGCHUN90431長沙CHANGSHA90731成都CHENGDU9028重慶CHONGQING9023福州FUZHOU90591廣州GUANGZHOU9020桂林GUILIN90773貴陽GUIYANG90851哈爾濱HAERBIN90451?？贖AIKOU90898杭州HANGZHOU90571合肥HEFEI90551香港HONGKONG(IDD)9052澳門MACAU(IDD)90853呼和浩特HUHEHAOTE90471吉林J

42、ILIN90432濟南JINAN90531昆明KUNMING90871蘭州LANZHOU90931城巾CITY直撥號區(qū)域DDD CODEAREA CODE拉薩LASA90891南昌NANCHANG90791南京NANJING9025NANNING90771秦皇島QINHUANGDAO90335青島QINGDAO90532二業(yè)SANYA90898上海SHANGHAI9021沈陽SHENYANG9024深圳SHENZHEN90755石家莊SHIJIAZHUANG90311蘇州SUZHOU90512太原TAIYUAN90351天津TIANJIN9022武漢WUHAN9027烏魯木齊WULUMUQI9

43、0991廈門XIAMEN90592西安XIAN9029西寧XINING90971銀川YINCHUAN90951鄭州ZHENZHOU90371珠海ZHUHAI90756品名單位賠償彳格(RMB)品名單位賠償價格(RMB)ArticleUnitCompensationArticleUnitCompensation沙發(fā)張4000 元男士衣架個40元SofaMan's Clothes Rack床單床150元女士衣架個30元SheetWoman's Clothes Rack被套床150元茶幾張1000 元Quilt CoverEnd Table枕套個45元圈椅把500元Pillow sl

44、ipArm Chair Upholstery被芯床200元梳妝臺鏡向塊500元Quilt InnerDressing Table MirrorWK個50元浴室鏡向塊500元Pillow InnerBathroom床護墊床180元浴缸個2000 元MattressBathroom窗簾個800元花灑個300元CurtainBathtub席夢思張2000 元水龍頭個200元Spring MattressTap浴巾條60元面盆個500元Bath TowelsWash Basin面巾條20元馬桶個1000 元Face TowelsClosestool方巾條10元馬桶蓋個300元Squarc Towels

45、Clsestool Cover地巾條45元馬桶水箱個300元Bath MatWater Tank洗衣袋個30元馬桶水箱蓋個2000 元Laundary BagWater Tank Cover祝您晚安牌個30元冰桶個50元"Good night ”licensingIce bucket皮制托盤個80元自動麻將機張3500 元Leather traysAutomatic Mahjong Machine自動麻將副300元小冰箱臺500元Automatic Mahjong machinesmall refrigerator大冰箱臺3500 元廚具套2000 元Large refrigerat

46、orKitchen品名單位賠償彳格(RMB)品名單位賠償價格(RMB)ArticleUnitCompensationArticleUnitCompensation電視機臺5000 元座式電話機部200 元TV SetStock Telephone遙控器個300 元壁畫張480 元Remote ControlMural電腦臺6000 元房門鎖把800 元ComputerLocker鍵盤個300 元吹風機個200 元KeyboardHairdryer鼠標個50 元服務指南個50 元MouseDirectory Of Service手電筒個30 元便簽本個20 元Electric TorchScra

47、tch Pad落地燈臺300 元防毒面具個50 元Stand LampGas Mask日本雷士吊燈臺2000 元地毯煙洞平方厘米100 元Droplight Of CnlesCarpet Flue電水壺個150 元沙發(fā)煙洞平方厘米200 元Electric Jug KettleSofa Flue冷水壺個50 元被單污染平方厘米20 元Ice BucketCoverlet Smutch口杯個10元床頭柜煙洞平方厘米50 元CupBed stand Flue紅酒杯個30 元煙灰缸（大）個30 元Red Wine GlassAshtray (large)茶杯個15元煙灰缸（小）個15元TeacuAs

48、htray (small)遙控器套個50 元不銹鋼垃圾桶個80 元Remote control umitsStainless steel trash頂燈個500 元阻燃垃圾桶個30 元Top lightFlame-retardant trash保險柜臺600 元面巾紙盒個50 元SafeTissue box餐桌張1000元小花瓶個10元TableSmall vase酒店具有完善的消防及防火監(jiān)測系統(tǒng)，以防萬一，請參觀房間門后的消防疏散圖以留意防火通道的位置。酒店將時刻執(zhí)行一切預防措施，以保證閣下的安全。酒店有保安人員定時巡邏，若在樓層發(fā)現(xiàn)可疑人員請與前臺聯(lián)系。請留意各防火通道的位置，萬一有火情或

49、濃煙時，請保持冷靜并疏散至就近的防火通道。酒店員工都穿著制服及佩戴名牌，請閣下必須確認是本酒店工作人員后才準他/她進入閣下的客房內(nèi)。保險箱設在本酒店的前臺收銀處，為了閣下的方便起見，貴重物品保管，請聯(lián)系前臺收銀處，酒店對任何財務的遺失概不負責。倘若閣下不愿意別人打擾，情將門外“請勿打擾”的指示燈亮著并栓上保險鎖。由于安全原因，請訪客于23:00前離開，如需住宿須在前臺登記。酒店規(guī)章1、每位住客都應出示有效證件以證明其身份。2、每位客人都必須遵守酒店的規(guī)章和章程，配合本酒店工作人員把酒店工作做 好，并且要愛護酒店財產(chǎn)。3、住客請不要把沒有登記的訪客帶進客房過夜或讓其他客人使用他/她的床。4、請勿

50、將動物或任何不衛(wèi)生物品帶入本酒店。5、請勿把易燃、易爆品、有毒及帶放射性物品或其他危險物品帶入本酒店。6、請勿在酒店客房內(nèi)私自安裝電器設備或使用電熱器、電爐、微波爐登。7、嚴禁打架、賭博、吸毒、賣淫或嫖娼等違反犯罪活動。8、對于違反上述規(guī)定的行為，本酒店有拒絕為其服務的權利，對于違反“中華人民共和國治安管理處罰”或其他管理條例的行為，將依法受到公安機關處罰，對于那些違反“中華人民共和國刑法”的行為，公安部門和司法機關將依法調(diào)查并追究其刑事責任。常德市公安局The hotel is fully equipped with sophisticated fire prevention and det

51、ection systemsPlease study the fire escape plan mounted behind your room door as a precautionaryMeasure. We assure you that every precaution has been made to ensure your Safety at all times.The Hotel is patrolled reguiariy by our security persons. Please callHousekeeping Center or Front office should you notice any suspicious personsloitering on your floor.Please observe the location of fire exits. In the unlikely event of fire or smoke, stay calm and proceed to the nearest exit Do net use elevators in case of fire.Keep a close eye on your property and belongings in p