Hotel Product Knowledge

酒店產(chǎn)品知識

2021年 12 月更新

Update as of December 2021

Accor Hotels

2021 Hotel Product Knowledge 2021 年酒店產(chǎn)品知識（2021 年 12 月更新）

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Contents 目錄

Chapter 1 Company Information...............................................................................................................2

第一章 集團信息 .....................................................................................................................................2

Chapter 2. Our Brand & Owner ...............................................................................................................11

第二章. 我們的品牌和業(yè)主 ...................................................................................................................11

Chapter 3. Our Hotel ...............................................................................................................................13

第三章. 我們的酒店 ...............................................................................................................................13

Chapter 4 About VOG & Brand Standards Audit .....................................................................................14

第四章 關(guān)于賓客之聲以及品牌標準審計.............................................................................................17

Chapter 5 F&B Information .....................................................................................................................28

第五章 餐飲部信息 ................................................................................................................................28

Chapter 6 Engineering Information.........................................................................................................34

第六章 工程部信息 ................................................................................................................................34

Chapter 7 Talent & Culture Information ................................................................................................35

第七章 人才與文化部信息 ....................................................................................................................35

Chapter 8 Finance Information ...............................................................................................................41

第八章 財務信息....................................................................................................................................41

Chapter 9 Security Information ...............................................................................................................43

第九章 安保部信息 ................................................................................................................................43

Chapter 10 Sales & Marketing Information.............................................................................................45

第十章 市場銷售部信息 ........................................................................................................................45

2021 Hotel Product Knowledge 2021 年酒店產(chǎn)品知識（2021 年 12 月更新）

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Chapter 1 Company Information

第一章 集團信息

1. Q: What’s the name of our Management Company?

問：我們的管理公司是？

A: Accor Group

答：雅高集團

2. Q: Where is our Management Company?

問：我們的管理公司位于哪里？

A: France

答：法國

3. Q: Who are the Founders of Accor?

問：雅高集團的創(chuàng)始人是誰？

A: Mr. Gerard Pelisson & Mr. Paul Dubrule

答：杰拉德. 貝里松先生、保羅. 杜布呂先生

4. Q: Where is the head office of Greater China?

問：雅高集團的大中華區(qū)總部設立在哪？

A: In Shanghai

答：上海

5. Q: Who is the CEO/President of Accor?

問：誰是雅高集團的主席兼首席執(zhí)行官？

A: Sebastien Bazin

答：Sebastien Bazin(巴贊先生)

6. Q: Please introduce the Accor’s history.

問：請介紹集團歷史里程碑。

1967 : opening of the first Novotel in Lille (France) 第一家諾富特酒店在法國里爾開業(yè)

1974 : first ibis opens in Bordeaux 第一家宜必思酒店在法國波爾多開業(yè)

1975 : acquisition of Mercure 并購美居 (Mercure)品牌

1980 : acquisition of Sofitel 收購索菲特 (Sofitel)品牌

1983 : creation of Accor 創(chuàng)建雅高集團

1984 : the first Novotel opens in China 進入中國市場第一家諾富特酒店(Novotel)開業(yè)

1985 : creation of Accor Academy 雅高學院創(chuàng)立

1990 : acquisition of Motel 6 &Len?tre 收購美國 Motel 6 和 Len?tre 品牌

1999 : creation of Suitehotel 創(chuàng)建 Suitehotel

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2001: the first Ibis opens in China 宜必思品牌進入中國

2005 : opening of the 4,000th hotel 第 4000 家酒店開業(yè)

2007 : creation of Pullman 重塑鉑爾曼品牌

2008 : creation of M’Gallery 創(chuàng)建美憬閣品牌

2010 : Opening of the 400th hotel in Asia Pacific & the 100th hotel in Greater China

亞太區(qū)第 400 家酒店開業(yè)；雅高集團大中華區(qū) 100 家酒店里程碑

2012 : Opening of the 500th hotel in Asia Pacific 雅高酒店集團亞太區(qū) 500 家酒店里程碑

2013 : Sebastien Bazin appointed as Chairman and CEO

Sebastien Bazin 先生任命為集團主席兼首席執(zhí)行官

2014 : acquisition of Sebel 收購詩鉑(The Sebel)品牌

2015 : Signing of an alliance with Huazhu in China 與華住集團開展戰(zhàn)略合作

2016 : Acquisition of Fairmont Hotels Group & onefinestay; Signing of an alliance with Banyan

Tree

Group 收購 FRHI 酒店集團；收購奢華私人住宅租賃市場的 onefinestay；與悅榕集團達成

戰(zhàn)略合作

2017: acquisition of Rixos 收購 Rixos 品牌

2018: acquisition of M?venpick 收購瑞享等品牌

2019: launch of the new group brand markers and ALL program

推出全新集團品牌標識與生活方式忠誠計劃

2020: launch of ALLSAFE program

推出安心悅界項目

7. Q: What is Accor’s Logo? And what is it meaning?

問：雅高集團的徽標是？有什么寓意？

A: Accor’s logo mixed by the initial letter “A” and “Bernache”. “Bernache” indicates

hardworking, efficient, flexible, teamwork features. The new combination of A also symbolizes

Accor's goal of becoming a excellent hotel management group.

答：集團徽標融合了首字母 A 和加拿大野生大雁（Bernache）。加拿大野生大雁代表著勤

勞、高效、反應敏捷、注重團隊合作的特點。全新組合的 A 也象征了雅高要成為卓越的

酒店管理集團的目標。

8. Q: How Many Hotel Brands we have in Accor? How we positing them?

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問：雅高集團有多少個酒店品牌？我們?nèi)绾味ㄎ凰麄儯?/p>

A: 39 Hotel Brands

答：39 個酒店品牌

奢華型酒店品牌（12 個）：萊佛士（Raffles）、東方快車（ORIENT EXPRESS）、悅榕莊

（Banyan Tree）、德拉諾（DELANO）、索菲特傳奇（Sofitel Legend）、費爾蒙

(Fairmond)、SLS、SO、索菲特(Sofitel)、THE HOUSE OF ORIGINALS、RIXOS、

Onefinestay;(沒有中文的品牌未在大中華區(qū)發(fā)展，只有英文名)

高端型酒店品牌（14 個）：MANTIS、美憬閣(MGallery)、博物館酒店（21C）、Art

Series、蒙德里安（Mondrian）、鉑爾曼（Pullman）、瑞士(Swissotel)、(Angsana)悅椿、

25h、HYDE、 瑞享(Movenpick)、美爵(Grand Mecure)、PEPPERS、詩鉑(Sebel); (沒有中文

的品牌未在大中華區(qū)發(fā)展，只有英文名)

中端型酒店品牌（6 個）：Mantra、諾富特（Novotel）、美居(Mecure)、Adagio、MAMA

Shelter、TRIBE; （沒有中文的品牌未在大中華區(qū)發(fā)展，只有英文名)

經(jīng)濟型酒店品牌（6 個）：Breakfree、宜必思(Ibis)、宜必思尚品(Ibis Styles)、宜必思快捷

(Ibis Budget)、JO&JEO、Hotel F1; （沒有中文的品牌未在大中華區(qū)發(fā)展，只有英文名)

9. Q: Please describe the Accor lifestyle loyalty programme – ALL (Accor Live Limitless).

問：請介紹雅高全新生活方式忠誠計劃- 雅高心悅界。

A: A lifestyle loyalty programme that goes beyond hotels and offers. Accor offers truly spectacular

experiences and reward you when you live, work and play. Whether you're at home or away.

答：心悅界是一個融合開創(chuàng)性生活方式的客戶忠誠計劃，不僅僅是酒店和優(yōu)惠。雅高提供

超群體驗并在您生活、工作和休閑時給予您獎勵。無論您是居家還是出游。

ALL includes 34 brands, 110 countries, 4,000 properties, from luxury to budget-friendly and

resorts to home stays.

心悅界涵蓋了 34 家品牌、110 個國家、4,000 家酒店，從豪華酒店到經(jīng)濟型酒店，從度假

村到民宿。

6 tiers: Classic, Sliver, Gold, Platinum, Diamond and Limitless member

6 個會員等級：經(jīng)典卡、銀卡、金卡、白金卡、鉆石卡、心悅卡

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New benefits for our elite members: Suite night upgrades, Spa & Dinning awards and so much

more

為精英會員提供新的福利：套房升級獎勵、水療及餐飲獎勵等等

New Offer on F&B: Earn and Burn points in our 8000 F&B outlets even without staying in our

hotels

餐飲新福利：即使不入住我們的酒店，也可以在我們 8000 個餐飲點贏取和使用積分

New staff benefits: attractive staff rates and ability to earn points

新的員工福利：享有優(yōu)惠的員工價，并可賺取積分

10. Q: Other contents of loyalty program？

問：其他忠誠客戶計劃有？

①. Accor Plus A 佳卡

? Subscription Program; 付費制會員計劃；

? Asia Pacific; 適用于亞太地區(qū)；

? Hotel products discount card such as Rooms\\ Food & Beverage\\ So SPA & So FIT \\ Business -

Lounge\\ Laundry Service; 可尊享客房、餐飲及酒水、水療、健身中心、商務中心、洗衣等

酒店產(chǎn)品消費及打折卡。

②. Meeting Planner 會議策劃者

Organize meetings and events, earn points and benefits from advantages and rewards dedicated to

Meeting Planners. 會議策劃者會員組織會議和活動可享受獎勵積分和優(yōu)惠。

? Meeting Planners quickly reach Elite statuses and benefit from the related advantages 會員快速

升級，并可按會籍級別享受獨特禮遇和優(yōu)惠

? Points never expire if the member stays or holds an event every 12 months 每 12 個月內(nèi)至少入

住一次或舉辦一次會議或宴會，積分就永不過期

? Redemption rewards including airline frequent flyer points or hotel stays 積分可用來兌換航空

公司常旅客計劃積分或酒店入住等

? Off-set event costs by paying with points (up to 15% of total bill, but not exceeding €1,500) 可

用積分抵扣舉辦會議與宴會的開支(最多賬單總金額的 15%，但不超過 1500 歐元)

? No maximum earn and no minimum burn required 賺取積分不設上限,兌換積分不設下限

? Possibility to share points between the final client and an intermediary 與客戶和同事間分享積

分

11. Q: What’s the name of Accor Sustainable Development Program?

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問：雅高可持續(xù)發(fā)展項目的名字是？

A: Planet 21

答：21 世紀地球

12. Q: What is “Solidarity Accor”

問：什么是雅高團結(jié)會？

A: Solidarity Accor supports the partners of the Accor Group to help poor people fight social and

economic exclusion by receiving education and integrating into society. Every year, Accor will

organize solidarity week activities in various hotels, such as charity sales, online fundraising, etc.,

and donate related fundraising to charity organization.

答：雅高團結(jié)會（ Solidarity Accor ）支持雅高集團合作伙伴幫助貧困人群通過接受教育并

融入社會的方式反對社會和經(jīng)濟排斥。每年雅高都會組織各酒店開展 solidarity week 團結(jié)

周活動，如義賣、線上籌款等，并將相關(guān)籌款捐贈給慈善機構(gòu)。

13. Q: What is “Diversity & Inclusion”

問：什么是“多元與融合”

A: We create a diverse and integrated workplace through four aspects.

答：我們通過四大方面打造多元、融合的工作場所。

-Gender diversity: e.g. In the recruitment process, Accor will give priority to female candidates for

two candidates of the same qualifications, male and female.

-性別多元化：e.g. 在招聘過程中，對同等資質(zhì)的男女兩位應聘者雅高會優(yōu)先錄用女性；

-Incorporate the disabled: It is recommended that hotels hire some disabled people within their

capacity in related positions. e.g. Some hotels will hire deaf-mute people to work in the monitoring

room;

-融合殘障者：倡議酒店在相關(guān)崗位聘用部分力所能及的殘障者，e.g. 有些酒店會聘用聾啞

人擔任監(jiān)控室工作；

-Generational diversity: Accor is committed to promoting cooperation and cohesion between

employees of different age levels, and defines different types of leaders and related competency

models;

-代際多元化：雅高致力于推動不同年齡層次的員工之間的合作與凝聚力，定義了不同的

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領(lǐng)導者類型及相關(guān)勝任力模型；

-Cultural diversity: maximize the advantages of ethnic, social and cultural background within the

group.

-文化多元化：在集團內(nèi)部最大限度地發(fā)揮民族、社會和文化背景優(yōu)勢。

14. Q：What is “RiiSE”?

問：什么是“RiiSE”?

A: ‘Ii’ symbolizes men and women who have values dedicated to sharing knowledge, advocating

solidarity and opposing stereotypes; The new International Gender Equality and Diversity

Network of Accor Group is now called RiiSE; The slogan of RiiSE is to build a solid network

dedicated to promoting, motivating and highlighting the characteristics of women and men.

答‘ii’ 象征著那些擁有致力于分享知識、崇尚團結(jié)和反對成見的價值觀的男男女女;雅高

集團新國際性別平等和多樣性網(wǎng)絡現(xiàn)在被稱為 RiiSE;RiiSE 的口號是構(gòu)建一個致力于促

進、激勵和突顯女性與男性特點的堅實網(wǎng)絡。

15. Q: What is the Accor Vision?

問：請說出雅高集團的愿景？

A: We are far more than a worldwide leader. We are more than 280,000 heartists who share

something Unique. Each and every day we host the world. We Care for millions of people. We are

all moved by Curiosity. We love blending Cultures. We are proud of our Differences. Yes. We

Lead the way. But we want to go further with Audacity, with Imagination, With Passion.

答：我們是全球酒店行業(yè)的領(lǐng)軍者。我們擁有超過 280,000 名心藝家。每一天我們接待來

自全球各地的賓客，并對他們關(guān)懷備至。我們樂于探索新事物。我們熱愛文化交融。我們

為自己的特色感到自豪。是的，我們是領(lǐng)軍者。但是我們依然在路上，陪伴我們的是勇

敢、想象和激情。

16. Q: What is Accor Mission?

問：請說出雅高集團的使命？

A: Creating meaningful experiences for the community of travelers & new nomads all around the

globe.

答：為當?shù)芈每秃腿蚵眯姓邉?chuàng)造有意義的體驗。

17. Q: Please describe the values of Accor?

問：請說出雅高集團價值觀？

A: Guest Passion; Sustainable Performance; Spirit of Conquest; Innovation; Trust; Respect

答：熱忱待客、持續(xù)績效、進取精神、創(chuàng)新、信任、尊重

18. Q: What is Accor DNA (Service Culture)?

問：雅高集團的基因（服務文化）是什么？

A: It’s Heartist ( Heart + Artist)

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答：是心藝家（心+藝術(shù)家）

19. Q: What are the Desired Guest Experiences?

問：絕佳的賓客體驗是什么？

A: I feel welcome; I feel heart-warmed; I feel incredible; I belong

答：我備受歡迎、我備感暖心、我備感美妙、我備感歸屬

20. Q: What are the Optimal Employee Experiences?

問：絕佳的員工體驗是什么？

A: I feel valued; I feel free; I feel sparked; We are one

答：我備受重視、我備感自主、我備受觸發(fā)、我們齊心協(xié)力

21. Q: What are the Ways of Being?

問：員工的行為表現(xiàn)有？

A: Being there; Loving; Spotlighting; Cherishing

答：時刻待命、用心愛護、聚焦關(guān)注、珍惜呵護

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Management team of Accor

雅高集團管理層

Accor Corporate Chairman & CEO

雅高集團主席兼首席執(zhí)行官

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Executive team of Accor (Great China)

雅高集團管理層(大中華區(qū))

Gary Rosen

羅凱睿

CEO

首席執(zhí)行官

Christophe Lauras

樂睿思

SVP Operations

運營高級副總裁

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Chapter 2. Our Brand & Owner

第二章. 我們的品牌和業(yè)主

1. Q: Please introduce about our Brand Pullman.

問:請簡介我們的鉑爾曼品牌。

A:Pullman Hotels & Resorts delivers an experience that is upscale, upbeat and perfectly in tempo

with the global zeitgeist. Against the backdrop of today’s fast paced life, Pullman helps guests be at

their best, in business and at leisure, enabling them to seamlessly conduct business, explore the

locale, workout and make connections – to the neighborhood and people around them. Retaining

the values of exploration, comfort and dependability that drove it to become a pioneering travel

brand over 150 years ago, Pullman today features more than 136 worldwide properties including

Pullman Paris Tour Eiffel, Pullman Park Lane Hong Kong, Pullman Shanghai South, Pullman

London St Pancras and Pullman Sao Paulo Vila Olimpia. Pullman is part of Accor, a world-leading

travel and lifestyle group which invites travelers to feel welcome at more than 5,200 hotels, resorts

and residences, along with some 10,000 of the finest private homes around the globe.

答：鉑爾曼酒店及度假酒店提供高端雅致、充滿活力且契合國際潮流的酒店體驗。在快速

節(jié)奏生活的今天，鉑爾曼酒店助力賓客達到商務和休閑的理想狀態(tài)，讓賓客能在處理公

務、游玩當?shù)亍⒔∩礤憻?、感受鄰里文化及與親友互動等多種生活狀態(tài)中自由轉(zhuǎn)換。鉑爾

曼始終堅守 150 多年前創(chuàng)立初期的價值觀：探索、舒適和可靠。正是在這一價值觀的指引

下，鉑爾曼逐步成長為先鋒旅行品牌。目前，鉑爾曼在全球擁有超過 136 家酒店，包括巴

黎埃菲爾鐵塔鉑爾曼酒店、香港柏寧鉑爾曼酒店、上海中星鉑爾曼大酒店、倫敦圣潘克拉

斯鉑爾曼酒店和圣保羅維拉奧林匹亞區(qū)鉑爾曼酒店。鉑爾曼酒店所屬的雅高集團

（Accor）為國際領(lǐng)先的旅游及時尚生活集團，為全球 4, 300 多家酒店、度假酒店和住宅

以及 10, 000 余家優(yōu)質(zhì)私人住宅中的游客帶來賓至如歸的居住體驗。

2. Q: Please introduce about our Owner HuaFa.

問：請介紹一下我們的業(yè)主公司華發(fā)集團。

A: With more than 30 years of persistence and endeavor, Huafa, built at the same year when

Zhuhai Special Economic Zone was established, has actively implemented national strategies,

connecting the vision of Zhuhai city with its own corporate strategy. It has injected great impetus

into the development of new state-owned enterprises.

Zhuhai Huafa Group Co., Ltd, established in 1980, enjoys a history as long as that of Zhuhai

Special Economic Zone. Through 30 years of hard work, Huafa has become one of the companies

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listed among the Fortune China 500. It is a leading state-owned enterprise in Zhuhai and a

renowned comprehensive corporation in China.

Huafa Group now holds shares in four listed companies, Huafa Industrial Share, Huajin Capital,

iOneHoldings and Higrand Electronics Technology Co. Ltd. Based in Zhuhai, Huafa has

expanded its businesses into Beijing, Shanghai, Guangzhou, Shenzhen, Tianjin, Wuhan, Suzhou,

Nanjing, Jiaxing, Shenyang, Panjin, Nanning, Zhongshan, Foshan, Weihai, Dalian, Baotou,

Hohhot, Hong Kong, Macau, San Francisco, Tel Aviv and other cities at home and abroad.

答：珠海華發(fā)集團有限公司組建于 1980 年，與珠海經(jīng)濟特區(qū)同齡，2016 年起連續(xù)五年躋

身“中國企業(yè) 500 強”，2020 年位列 259 名，并成功入選國務院國企改革“雙百企

業(yè)”。

華發(fā)集團現(xiàn)控股“華發(fā)股份”“華金資本”“華發(fā)物業(yè)服務”“莊臣控股”“維業(yè)股份”

“華燦光電”“光庫科技”“迪信通”8 家上市公司，以及“華冠科技”“華冠電容”2

家新三板掛牌企業(yè)；成功打造華發(fā)集團、華發(fā)股份、華發(fā)綜合發(fā)展、華發(fā)投控 4 家“3A

信用主體”。

2012 年，華發(fā)集團開始實施“轉(zhuǎn)型升級、跨越發(fā)展”戰(zhàn)略，緊扣實體經(jīng)濟和城市建設，

在推動珠海城市發(fā)展的過程中不斷壯大。經(jīng)過幾年的努力，已經(jīng)從單一的區(qū)域型房地產(chǎn)企

業(yè)發(fā)展成為以城市運營、房產(chǎn)開發(fā)、金融產(chǎn)業(yè)、實業(yè)投資為四大核心業(yè)務，以商貿(mào)服務、

現(xiàn)代服務為兩大配套業(yè)務（4+2）的創(chuàng)新驅(qū)動型綜合性企業(yè)集團，集團整體實力及六大板

塊的業(yè)務發(fā)展水平穩(wěn)居中國地市級國企前列，綜合實力和業(yè)績在全省國企中名列前茅，區(qū)

域布局從珠海拓展至北京、上海、廣州、深圳、武漢等內(nèi)地七十多個主要城市和香港、澳

門、舊金山、特拉維夫等地。

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Chapter 3. Our Hotel

第三章. 我們的酒店

1. Q: Please introduce Pullman Suzhou Taicang.

問：請介紹一下蘇州太倉華發(fā)鉑爾曼酒店。

A: Hotel is located in the science and education district in Taicang Suzhou. It is adjacent to the Huafa

business district, with excellent view of Tianjing Lake and convenient transportation. Only one hour drive

from Shanghai Hongqiao Airport and Hongqiao Railway Station. 247 modern and cozy guestrooms and

suites with contemporary and intriguing design, total five restaurants and bars with different styles,

including one THE TASTE·All Day Dining Restaurant and YUE HU XUAN·Chinese Restaurant, two

800 square meters independent grand ballrooms and six multi-function small meeting rooms equipped with

advanced audio-visual equipment. Fitness center, spa and indoor swimming pool are all available.

答：蘇州太倉華發(fā)鉑爾曼酒店是由華發(fā)集團投資建造，委托法國雅高酒店集團管理的高端商務酒

店。酒店位于太倉科教新城，地理位置優(yōu)越，毗鄰華發(fā)商圈，坐擁天鏡湖絕佳視野。交通便利，一

小時車程可達上海虹橋機場及虹橋火車站。247 間現(xiàn)代舒適的客房及套房，設計靈巧有趣。酒店擁

有源 · 全日制西餐廳，悅湖軒·中餐廳等 5 個風格迥異的餐廳及酒吧，兩個 800 平方米獨立大宴會

廳及 7 個多功能會議室，均配有先進完善的會議視聽設備。健身房，水療中心及室內(nèi)恒溫游泳池一

應俱全。同時，雅高集團鉑爾曼品牌獨有的設計理念融入在酒店每個接觸點。如：鉑爾曼交互空

間，藝術(shù)家游樂場，會議享趣設計等。世界里運籌，悠然中帷幄！

2. Q: What is the address, post code of Pullman Suzhou Taicang？

問:請說出蘇州太倉華發(fā)鉑爾曼酒店地址，郵編？

A: No. 188, Shuyuan Road,Taicang City, Jiangsu Province; Post Code 215400;

答:地址: 江蘇省蘇州太倉市書院路 188 號蘇州太倉華發(fā)鉑爾曼酒店；郵編 215400；

3. Q: How far is it from our hotel to Airport and Railway Station？

問:我們的酒店距離機場以及火車站的距離有多遠？

A:答：

-Hongqiao International Airport 50Km

-上海虹橋國際機場 50 千米

-Hongqiao International Railway Station 50Km

-上海虹橋火車站 50 千米

-Pudong International Airport 92Km

-上海浦東國際機場 92 千米

-Sunan Shuofang Airport 86 Km

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-蘇南碩放機場 86 千米

4. Q: How many departments do we have and what are their names？

問：我們酒店有幾個部門分別叫什么名字？

A：We have 10 departments they are:

答：我們有 10 個部門，他們分別是：

a) Executive Office 行政辦公室

b) Talent & Culture 人才與文化部

c) Finance 財務部

d) Sales & Marketing 市場銷售部

e) Front Office 前廳部

f) Housekeeping 客房部

g) Food & Beverage 餐飲部- Food & Beverage Service 餐飲服務

h) Food & Beverage 餐飲部-Kitchen 廚房

i) Engineering 工程部

j) Security 安保部

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Management team of our hotel

我們酒店的管理層

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L1 級管理層

L2，L3 級管理層

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Chapter 4 About VOG & Brand Standards Audit

第四章 關(guān)于賓客之聲以及品牌標準審計

1. Q: What is Reputation Performance Score (RPS)？

問: 聲譽表現(xiàn)分是什么？

A: RPS describes how good our hotel’s reputation is whenever a guest leaves feedback.

答：聲譽表現(xiàn)分綜合展示了所有點評渠道中的酒店聲譽。

2. Q: When is RPS finalized？

問：每個月最終的聲譽表現(xiàn)分什么時候會出來？

A: This month’s RPS will be public at the beginning of next month.

答：本月的聲譽表現(xiàn)分會在下個月初得到。

3. Q: What are 6 drivers of RPS?

問：提升酒店聲譽表現(xiàn)分的 6 大關(guān)鍵驅(qū)動力是什么？

A: ①. Satisfaction. LISTEN to what the guests are saying daily. Take note of feedbacks (positive or negative)

which are brought up repeatedly. UNDERSTAND the reasons behind guest’s dissatisfaction / satisfaction to

identify areas of improvement and ways to capitalize on our strengths. ACT to implement corrective actions.

Start from the simplest to the complex ones.

答：①. 滿意度。每天傾聽客人在說什么。記錄下那些被反復提及的反饋（無論好壞）。理解客人

不滿/滿意背后的緣由以辨識出需要改善的區(qū)域和將我們的強項最大化的方法。行動起來，落實改

正措施。從最簡單的開始處理到那些復雜的。

②. Volume. Reviews drive bookings. The more, the better. SOLICIT feedback from your guests directly.

Share more reviews on key channels such as GSS, TripAdvisor, or Google. CAPTURE as many email

addresses as possible.

②. 數(shù)量。評論驅(qū)使預訂－越多越好。直接請求客人反饋。讓他們在關(guān)鍵渠道上分享更多評論，例

如賓客滿意度調(diào)查，貓途鷹，或谷歌。盡可能多地收集電子郵件。

③. Answers. Answer reviews within 24 hours. Always THANK the guest for their feedback. Be creative and

PERSONALIZE your response. Say and do what you said you will do.

③. 回復。在 24 小時之內(nèi)回復客人評論。感謝客人對我們的評價?；貜鸵哂袆?chuàng)造力，個性化你的

回復。言而有信，言出必行。

④. Channels. FOCUS on the most important channels.

④. 渠道。重點對待最重要的幾個渠道。

⑤. Competitors. Customers are comparing us with our competitors.

⑤. 競爭對手。客人在把我們同我們的競爭對手相比較。

⑥. Talents. Our employees play a KEY ROLE in improving the hotel reputation.

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⑥. 人才。我們的員工是提升酒店的聲譽至關(guān)重要的一環(huán)。

4. Q: What is VOG (Voice of Guest) ？

問：VOG (Voice of Guest)是什么？ 代表什么意思？

A: VOG is a single platform that captures guest feedback through the post departure guest satisfaction survey,

and from all sources across the web and converts the data into insights in order to improve the guest

experiences throughout the customer journey.

答：賓客之聲是通過抓取客人填寫的滿意度調(diào)查，以及網(wǎng)絡上各數(shù)據(jù)源中的反饋信息，并將之轉(zhuǎn)化

為對客見解，以提高整個客戶之旅中的賓客體驗的一個平臺。

5. Q: What does Voice of the Guest do？

問：賓客之聲的作用是什么？

A: VOG simplifies feedback management, enhances the guest experience and leverages our reputation.

答：賓客之聲簡化反饋管理，強化賓客體驗并充分利用我們的名譽。

6. Q: What is Guest Satisfaction Survey (GSS)？

問：滿意度調(diào)查是什么？

A: The Guest Satisfaction Survey is a set of questions sent out to guests after their check-out, in order to rate

their satisfaction on the hotel experience.

答：滿意度調(diào)查是在客人退房后發(fā)給他們的一系列問題，目的是評估他們對酒店體驗的滿意度。

7. Q: What is the Brand Assurance Program？

問：品牌保證項目是什么？

A: Brand Assurance Program includes brand essentials, brand audit (LQA) and internal self-assessment

program (iAuditor).

答：品牌保證項目包括品牌標準、品牌審計（LQA）和自審工具（iAuditor）三個部分。

8. Q: What is Leading Quality Assurance (LQA)?

問：什么是 LQA?

A: LQA is a global market leader in providing quality and brand assurance audits and competitive

benchmarking data to luxury & upscale hospitality sector.

答：LQA 是全球為奢華及高端款待業(yè)領(lǐng)域提供質(zhì)量與品牌保證以及競爭性基準資料的市場領(lǐng)頭羊。

9. Q: How often will our hotel be audited by the LQA？What is the passing line？

問：集團的品牌標準審計多久一次？ 多少分才會通過？

A: Twice a year. 80 is the passing line.

答：一年兩次。Pullman 品牌 80 分為通過。

10. Q: What is iAuditor？

問：iAuditor 是什么？

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A: iAuditor is the new interactive & intuitive hotel self-assessment tool available on both desktop and portable

devices. It allows hotel staff to easily self-assess the different touchpoints of the guest journey (check-in, public

areas, guestrooms, etc.), share audits, and generate audit report with ease.

答：iAuditor 是一個新的直觀、互動式的酒店自我測評工具，在電腦端和移動端皆適用。它可讓酒

店員工方便地自我評估客戶旅程中各接觸點（入住登記，公共區(qū)域，客房等等），分享測評結(jié)果，

以及生成審計報告。

11. Q: What is Customer Experience Community (CXC)?

問：什么是客戶體驗社區(qū)？

A: The Customer Experience Community is the platform dedicated to all Accor team members who want to

get inspired, share and enrich Guest experience. There are 4 main interaction modules to support users’ needs:

forums; FAQs / contacts; news and sparkle.

答：客戶體驗社區(qū)是一個平臺，讓雅高集團所有員工獲得靈感、分享和豐富客戶體驗。支持用戶需

求的 4 個主要交互模塊是：論壇、常見問題和通訊錄、新聞和小故事。

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Chapter 5 Rooms Information

第五章 房務部信息

賓客服務篇 Guest Service

1. Q: What is the check in and check out time？

問：酒店的入住和退房時間是幾點？

A: Check in: 14:00; Check out: 12:00

答：入住 14:00 后；退房 12:00 前

2. Q: How many guest rooms we have?

問：酒店有多少間客房？

A: 247

答：247

Room Level

房間級別

Room Type

房間類型

Code

代碼

Qty

數(shù)量

View

景觀

Area

面積

Superior

高級房

Superior King Room

高級大床房

KGB 35 City 45sqm

Superior Twin Room

高級雙床房

TWB 14 City 45sqm

Superior King Room

高級湖景大床房

KGBLV 7 Lake 45sqm

Superior King Room

高級湖景大床房

KGBLV 16 Lake 45sqm

Superior Twin Room

高級湖景雙床房

TWBLV 46 Lake 45sqm

Deluxe

豪華房

Deluxe King Room

豪華湖景大床房

KGA 13 Lake 45sqm

Deluxe Twin Room

豪華湖景雙床房

TWA 41 Lake 45sqm

Executive

行政房

Executive King

Room

行政大床房

KGAEF 35 Lake

/City

45sqm

Executive Queen

Room

行政特大床房

KGACI 20 Lake

/City

45sqm

Suite

套房

Superior Suite

高級套房

SKC 10 City 60sqm

Deluxe Suite

豪華套房

SKB 9 Lake

/City

90sqm

Presidential Suite

總統(tǒng)套房

SKA 1 Lake 230sqm

3. Q: How can I call another room and obtain an outside number？

問：請問我如何撥打其他房間電話或外線電話

A: Room: Dial 8 + Room No.

Local: Dial 9 + Phone No.

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IDD: Dial 9 + 0 + Telephone No.

DDD: Dial 9 + 00 + Country Code + City Code + Telephone No.

Reservation Service Center: 0512-56698888

答：房間：8 + 房間號

本地：9 + 電話號碼

國內(nèi)長途：9 + 0 + 電話號碼

國際長途：9 + 00 + 國家代碼 + 城市代碼 + 電話號碼

總機號碼：0512-56698888

4. Q: May I know FO Sections Operation Hour

問：前廳部各營業(yè)點的營業(yè)時間是什么？

A: Front Desk, Concierge, Connectivity Lounge, Welcome Manager Team, Reservation Service Center, Fit

Lounge – Gym & Yoga are all 24 hours;

Fit Lounge – Swimming Pool is 8:00-20:00;

Executive Lounge is 6:30-22:00.

答：前臺、禮賓、互聯(lián)中心、歡迎大使經(jīng)理團隊、預訂服務中心、健身中心—健身房和瑜伽室都是

24 小時營業(yè)；

健身中心—泳池是 8:00－20:00；

行政酒廊是 6:30－22:00。

5. Q: Where can guests have Connectivity Lounge service？

問：酒店客人在哪里可以享受互聯(lián)中心的服務？

A: 1 F Connectivity Lounge（Near the Reception Desk）

答：1 樓互聯(lián)中心（靠近前臺）

6. Q: May I know the Service items of Connectivity Lounge？

問：互聯(lián)中心包含什么服務？

A: Photocopying, Telephone Service, Fax Service, Internet Service, Secretarial Service, Conference Room Rent

答：復印服務、電話服務、傳真服務、上網(wǎng)服務、秘書服務、會議室租用

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行政酒廊篇 Club lounge

1. Q: Where is the location of club lounge？

問：行政酒廊位于哪里？

A: 16 F

答：16 樓

2. Q: What is the operation time of the club lounge？

問：行政酒廊運營時間是怎樣的？

A: 06:30 – 22:00 (Mon – Sun/According to hotel business for adjust)

答：06:30 – 22:00（周一 – 周日/將視酒店生意狀況調(diào)整）

3. Q: What is Benefits of club lounge？

問：行政樓層禮遇包含哪些內(nèi)容？

A: 1. Private check in and check out

答：1．專屬入住登記及離店結(jié)賬

2. Complimentary non-alcoholic beverages throughout the day

2．全天候提供非酒精類飲品

3. Afternoon tea served from 14:00 pm to 17:00 pm

3．下午茶時間為 14:00 至 17:00

4. Evening cocktails served from 17:30 pm to 19:30 pm (with alcoholic beverages)

4．晚間雞尾酒時間為晚上 17:30 至 19:30（提供含酒精類飲品）

5. Complimentary usage of the meeting room for 2 hours per day (reservation required & cannot be

accumulated in one stay period. Exceed 2 hours, charge CNY300net /Hour)

5．每天免費使用行政酒廊會議室 2 小時（需提前預定且不可累積，超過一小時按人民幣 300 元凈

價/每小時收費）

6. Complimentary In-Coming & Local Out-Going Fax service, also can free print out of 3 pages of black &

white A4 paper. (Cannot be accumulated in one stay period)

6．免費接收傳真和發(fā)送本地傳真服務，并享有免費黑白打印 3 張 A4 紙/每天（不可累計）

7. International newspaper and magazines available on tablets

7．國外報紙及雜志閱讀

8. Complimentary pressing of 2 items upon check in

8．免費熨燙 2 件衣物

9. Complimentary welcome fruit platter in the room & VIP titles (EF guest: VIP-2 / EF SUT guest: VIP-3)

9．免費歡迎迎賓水果及貴賓等級（行政樓層貴賓: 2 級/行政套房貴賓: 3 級）

10. Courtesy late check-out up to 16:00 pm free of charge

10．延遲退房至下午 16:00 無需加收額外費用

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11. 20% discount on the following services during the stay – Hotel 10% surcharge & 6% VAT Tax cannot be

discounted

a) Laundry & dry cleaning

b) Transportation

c) F&B (Include the Lobby Lounge, ADD, Chinese Restaurant, BAR, excluding seafood, whole bottle of the

imported & Chinese alcohols, cigarettes, banquet charges. EF F&B benefits cannot be overlapped with Accor

Plus Card program & hotel other F&B promotions)

11．入住期間，享受以下服務 8 折優(yōu)惠 – 酒店 10%附加費及 6%增值稅不予打折

a）洗衣服務（濕洗與干洗）

b）訂車服務

c）餐飲服務（包括大堂酒廊、全日制西餐廳、中餐廳、特色酒吧，打折項目不包含海鮮、整瓶

洋酒及白酒、香煙及宴會消費。行政樓層餐飲優(yōu)惠打折禮遇不能與雅高 A 佳會員卡禮遇及酒店其他

餐飲促銷活動重疊使用。）

4. Q: How many persons could accommodate in club meeting room?

問：行政樓層會議室可以容納多少人？

A: 8 Person, Room with EF Benefits contains complimentary usage of the meeting room for 2 hours per day

答：8 人，含行政酒廊禮遇的房間每天免費使用行政酒廊會議室 2 小時）

5. Q: How to charge the extra person who would like to enjoy the club access？

問：使用行政酒廊如何收費？

A: Breakfast Price: CNY 160 net per guest (include 10% surcharge & 6% VAT Tax)

Afternoon Tea Price: CNY 78 net per guest (include 10% surcharge & 6% VAT Tax)

Evening Cocktail Price: CNY 168 net per guest (include 10% surcharge & 6% VAT Tax)

答：早餐價格：人民幣 160 元凈價每位賓客（含 10%附加費及 6%增值稅）

下午茶價格：人民幣 78 元凈價每位賓客（含 10%附加費及 6%增值稅）

雞尾酒價格：人民幣 168 元凈價每位賓客（含 10%附加費及 6%增值稅）

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客房篇 Housekeeping

1. Q: How many guest rooms we have? How many king rooms 、twin rooms and hollywood rooms and

suites？

問：酒店共有多少間客房？多少間大床房？多少間雙床房？多少間好萊塢房？套房多間？

A: 247rooms，king rooms 90，twin rooms 101，hollywood rooms 36、suites rooms 20.

答：共計 247 間，大床房 90 間，雙床房 101 間，好萊塢房 36 間，套房 20 間。

2. Q: How many floors do our hotel have？

問：酒店總共有多少層樓層？

A: 2 floors underground, 14 floors overground.

答：酒店的樓層數(shù)地下 2 層，地上 14 層。

3. Q: What's the room floor distribution area？

問：客房樓層分布區(qū)域？

A: From 5F to 17F.

答：從 5 樓到 17 樓

4. Q: How many floors is the executive floor?

問:行政樓層是幾樓到幾樓？

A: From 12 floor to 17 floor.

答：12 樓-17 樓

5. Q: Which floor is the presidential suite on? What’s the room NO.?

問:總統(tǒng)套房在幾樓？房間號是多少？

A: 17 floor, presidential suite room NO. is 1788，and the presidential lady room is 1789

答：17 樓，總統(tǒng)套房房間號是 1788，總統(tǒng)套房夫人房房號是 1789。

6. Q: What the presidential suite area?

問:總統(tǒng)套房面積是多少？

A: 230 sq.m.

答：230 平方米

7. Q: What's the smoking floor distribution area?

問:吸煙樓層分布區(qū)域？

A: 6F-8F.

答：6 樓-8 樓。

8. Q: What's the smoking floor distribution area?

問:非吸煙樓層分布區(qū)域？

A: 5F、9F-17F。

答：5 樓、9 樓-17 樓

9. Q: Which service can housekeeping offer ？

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問:酒店客房主要為客人提供哪些服務？

A: Housekeeping can free charge offer cleaning room, turning down service, keeping lost and found, offer shoe

shine service, WIFI, charger, extension cord, mouse pad, children tools.

答：客房清潔服務，開夜床服務，客遺物品保管服務，提供免費擦鞋、路由器、充電器、插排、鼠

標墊、部分兒童物品等供客人免費使用。

10. Q: What are the complementary drink options in room？

問:在客房有哪些免費的飲品選擇？

A: Coffee、Tea、Free water.

答：咖啡、茶包、純凈水。

11. Q: What are the signature amenities in rooms？

問: 房間內(nèi)有些什么特征設施？

答 Pullman Bed, 55-inch 4K flat screen HD television TV, Bluetooth Speaker in the room, Pullman bathroom

amenity - C.O.BIGELOW, High Speed Free WIFI Access, Nesspresso Coffee machine in all Executive Rooms

& Suites

A: 鉑爾曼之床，55 寸 4K 高清投屏液晶電視，配有藍牙播放器，鉑爾曼洗浴用品 C.O.BIGELOW，

免費高速無線上網(wǎng)，行政房及套房配有 Nespresso 膠囊咖啡機

12. Q: What are the special rooms？

問:酒店特殊房有哪些？

A: Deluxe Family Room ；Love Room；Link Room

答：豪華家庭房；殘疾人房；連通房

13. Q: What's the size of the bed？

問:房間床的尺寸分別是多少？

A: King bed 2.1 meter*2meter，twin bed 1.2 meter*2.1 meter，hollywood 2.4 meter*2.1 meter。

答：大床 2.1 米*2 米,雙床 1.2 米*2.1 米,好萊塢床 2.4 米*2.1 米。

14. Q: How many kinds of the suite area ？What are suite area ?

問:套房有幾種面積？分別是多少(ZONGTAO)

A: 3 kinds. 230 sq.m. 90 sq.m. 60 sq.m.

答：有 3 種面積，分別是：230 平方米，90 平方米，60 平方米。

15. Q: How many kinds of the common room area？What are common area ?

問:普通房間有幾種面積？分別是多少

A: 2 kinds. 45 sq.m.、36 sq.m.

答：有兩種面積，分別是：45 平方米、36 平方米。

16. Q: How much do we charge for setting up extra bed？

問:加床是如何收費的？

A: 300RMB.

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答：300 元。

17. Q: What’s the time to offer turn down service？

問: 我們的夜床服務時間是怎樣的？

A: 18:00-21:00

答：18:00-21:00

18. Q: Where is the control panel for lights in guest room？

問:房間內(nèi)燈的開關(guān)控制面板在哪里？

A: The control panel for lights in guest room are beside the head of the bed.

答：燈的開關(guān)控制面板在床頭兩邊。

19. Q: How can guest buy the hotel linen？

問:客人如何購買酒店客房布草？

A: The guest can contact service center to purchases linen .

答：可通過聯(lián)系服務中心進行購買。

20. Q: What’s standard laundry service timeline？

問:普通洗衣服務的時限是如何的？

A: For same-day laundry service, laundry collected before 12:00 will be returned by 18:00 on the same day.

答：當日 12:00 前收取的衣物，當日下午 18:00 前送回。

21. Q: What’s express laundry service timeline？ Any extra charge？

問:特快洗衣服務的時限是如何的？ 是否額外收費？

A: Express laundry will be return in four hours, need extra 50% service charge. （No express service after

16:00）

答：特快洗衣是四個小時之內(nèi)送回，需要額外收 50%的服務費。（下午 4 點以后不提供特快洗衣的

服務）

22. Q: Where can offer guest the service of modifying clothes？ What’s the charge？

問:哪里可以提供客衣修改的服務？ 價格是多少？

A: Our uniform can offer guest the service of simple modifying clothes from 9:00 to 17:00,the charge is free.

答：酒店制服房可免費為客人提供簡單的客衣修改服務，時間是：9:00-17:00.

23. Q: Which service can laundry offer?

問:洗衣房可以為客人提供哪些服務？

A: We can offer laundry 、dry clean,、pressing、drying and so on, above on the service will charge according

to actual situation.

答：洗衣房可以提供濕洗、干洗、熨燙、烘干等服務。

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康樂篇 Recreation

1. Q: Where is fit lounge？

問:健身中心，泳池，還有健身房在哪里？

A: 1 F

答：1 樓

2. Q: What’s the fit lounge operation time？

問：健身中心營業(yè)時間是怎樣的？

A: Fit Lounge – Gym & Yoga are all 24 hours; Fit Lounge – Swimming Pool is 8:00-20:00

答：健身中心-健身房、健身中心-瑜伽室都是 24 小時營業(yè)；健身中心-泳池是 8:00-20:00

3. Q: How many pools does the hotel have？How about the pool size？

問：酒店共有多少個泳池？泳池的面積是多少？

A: One swimming pool, 250 ㎡

答：一個泳池，面積是 250 平方米

4. 問:水療中心在哪個位置？

Q: Where is The Spa?

A: 1 F (Near the gym)

答:1 樓（靠近健身房）

5. Q: What’s the SPA operation time？

問：水療中心營業(yè)時間是怎樣的？

A: 09:00-22:00

答：09:00-22:00

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Chapter 5 F&B Information

第五章 餐飲部信息

1. Q: How many Restaurants & Bars in the hotel?

問：酒店一共有幾個餐廳及酒吧？

A: Five restaurants and bars

答：5 個餐廳及酒吧

THE TASTE·All Day Dining Restaurant 源 · 全日制西餐廳

YUE HU XUAN·Chinese Restaurant 悅湖軒中餐廳

QIE·Lobby Lounge 愜 ·大堂酒吧

ZHEN·BAR 斟·特色酒吧

Banquet 宴會廳

THE TASTE·All Day Dining Restaurant 源 · 全日制西餐廳

1. Q: Could you please introduce THE TASTE·All Day Dining Restaurant？

問:你能介紹一下源 · 全日制西餐廳嗎？

A: Our All Day Dining is a contemporary and comfortable restaurant, with an open kitchen, the modern and

comfortable all-day dining restaurant, offers global and local cuisine, making it the perfect choice for your meal.

No matter what are their preferences, it is a perfect place to satisfy our diners craving and desire.

答：我們的全日制餐廳是一個現(xiàn)代和舒適的餐廳，擁有開放式廚房，現(xiàn)代舒適的源全日餐廳，提供

環(huán)球及當 地特色美食，是您用餐的絕佳選擇。無論他們的偏好是什么，這都是滿足我們的食客的

渴望和欲望的完美的地方。

2. Q: What’s the operation hours of THE TASTE·All Day Dining Restaurant？

問: 源 · 全日制西餐廳的運營時間是怎樣的？

All Day Dining: 6:30am - 23:00pm

Breakfast: 6：30am - 10:00/10:30pm (Weekend)

Lunch: 11:30am - 14:30pm

Dinner: 17:30pm - 21:30pm

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答：全天營業(yè)時間: 6:30am - 23:00pm

早餐: 6：30am - 10:00/10:30pm（周末）

午餐: 11:30am - 14:30pm

晚餐: 17:30pm - 21:30pm

3. Q: Where’s the location of THE TASTE·All Day Dining Restaurant？ What’s the capacity of the

restaurant？

問: 源 · 全日制西餐廳的位置在哪里？ 可以容納多少客人？

A: L1 140 Seats

答：一樓 140 個餐位

4. Q: Is there Private Dining Room in THE TASTE·All Day Dining Restaurant？

問: 源 · 全日制西餐廳有包廂嗎？

A: 2 PDR

答：2 個

In Room Dining 送餐部

1. Q: What is the operation hour of IRD？

問:送餐部的營業(yè)時間？

A: 24Hours

答：24 小時

2. Q: How long IRD will deliver guest order to guest room if guest order from IRD？

送餐部多長時間會將客人的點單送到房間？

A: 30 Min

答：30 分鐘

3. Q: Can guest order other outlet food through IRD deliver to guest room？

問:客人能通過送餐點其他餐廳的食物嗎？

A: Sure

答：可以

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YUE HU XUAN·Chinese Restaurant 悅湖軒中餐廳

1. Q: What’s the operation hour of YUE HU XUAN·Chinese Restaurant？

問: 悅湖軒·中餐廳的營業(yè)時間是怎樣的？

A: Lunch: 11:30am - 14:30pm Dinner: 17:30pm - 21:30pm

答：午餐：11:30am - 14:30pm 晚餐：17:30pm - 21:30pm

2. Q: Where’s YUE HU XUAN·Chinese Restaurant？

問: 悅湖軒·中餐廳在哪里？

A: L1&L2(one PDR on second floor)

答：一樓以及二樓(一間包廂在二樓)

3. Q: What’s the capacity of YUE HU XUAN·Chinese Restaurant？

問: 悅湖軒·中餐廳能夠容納多少客人？

A: 120 Seats

答：120 個餐位

4. Q: What’s the cuisine features we offer in YUE HU XUAN·Chinese Restaurant now？

問: 悅湖軒·中餐廳供應什么菜肴？

A: Cantonese and Shanghai food

答：粵菜及本幫佳肴

5. Q: What beverage do we offer in YUE HU XUAN·Chinese Restaurant？

問:悅湖軒·中餐廳提供什么酒水？

A: Chinese Spirit, Yellow Spirit, Wine, Beer, Soft drink, Tea, Juice

答：中國白酒，黃酒，葡萄酒，啤酒，軟飲，茶，果汁

5. Q: Is there Private Dining Room in YUE HU XUAN·Chinese Restaurant？

問: 悅湖軒·中餐廳有包廂嗎？

A: 7 PDR

答：7 個

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QIE·Lobby Lounge 愜 ·大堂酒吧

1. Q: Where is QIE·Lobby Lounge and what is the operation time？

問: 愜 ·大堂酒吧在哪里，營業(yè)時間是幾點？

A: 酒店一樓，10:00am-23:00pm

答：L1, 10:00am-23:00pm

2. Q: Where’s QIE·Lobby Lounge？

問: 愜 ·大堂酒吧在哪里？

A: L1

答：酒店一樓

3. Q: What’s the capacity of QIE·Lobby Lounge？

問: 愜 ·大堂酒吧能夠容納多少客人？

A: 48 seats

答：48 個餐位

4. Q: What food items served in QIE·Lobby Lounge？

問: 愜 ·大堂酒吧提供何種食品小吃？

A: Ice cream, Season fruit, Mini Sandwich，Mini Burger, Pizza, Mexico Chicken Rolls, Deep-fried Fish

答：冰淇淋，時令水果盤，迷你三明治，迷你漢堡，披薩，墨西哥雞肉卷，炸魚柳等

5. Q: What type of beverage we served in QIE·Lobby Lounge？

問: 愜 ·大堂酒吧包含哪些種類的產(chǎn)品呢？

答：Afternoon Tea, Cake, Coffee, Tea, Dessert, Juice, Soft Drink, Cocktail, Mineral Water, Snack

A: 下午茶，蛋糕，咖啡，茶，甜點，果汁，軟飲，雞尾酒，礦泉水，小吃類

6. Q: Where can I enjoy afternoon tea？

問:酒店哪里提供下午茶呢？

A: 一樓愜 ·大堂酒吧

答：L1 QIE·Lobby Lounge

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ZHEN·BAR 斟·特色酒吧

1. Q: Where does ZHEN·BAR located？

問: 斟·特色酒吧的位置在哪里？

A: L2

答：2 樓

2. Q: What’s the capacity of ZHEN·BAR？

問: 斟·特色酒吧能夠容納多少客人？

A: 32 seats

答：32 個餐位

3. Q: What products do we offer in ZHEN·BAR？

問: 斟·特色酒吧提供什么產(chǎn)品？

A: Soft Drink, Mineral Water, Signature Cocktail, Beer, Spirit, France Wine, Champagne

答：軟飲，礦泉水，招牌雞尾酒，精釀啤酒，烈酒，法國葡萄酒及香檳

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Meetings & Celebrations Information 會議和宴會信息

1. Q: Do we have any meeting & celebrations area?

問：酒店有哪些會議和宴會區(qū)域？

A: L2

答：二樓

2. Q: Is there any special features of meeting & celebrations in hotel?

問：酒店會議或宴會有什么特色？

A: Seven Function Rooms（A to F, B+C） catering to all your meeting requirement, Two 800sqm Grand

Ballroom(Huafa and Bogong) with capacity of nearly two thousand guests, Pullman MEET/PLAY one-stop

services, Professional expertise is available at all time with our Event Manager and IT Solutions Manager.

答：7 間不同規(guī)模的多功能會議室(A-F,B+C)，滿足各種會議需求，兩個 800 平方米宴會廳

(華發(fā)廳+鉑宮廳)，可容納 近 2 千賓客，專業(yè)鉑爾曼會議享趣一站式服務，鉑爾曼專屬會

務經(jīng)理隨時為您提供專業(yè)的服務。

中文 English 描述

Description

面積

Size

(m2)

劇院式

（人）

課桌

式

宴會

（人

）

酒會

（人）

樓層

Leve

華發(fā)宴會廳 Grand

Ballroom

Grand Ballroom

Pillarless,can

be divided

into 2small

individual

Ballroom

800 700 350 400 650 L2

華發(fā)宴會一

廳

Grand

Ballroom

375 350 180 200 300

華發(fā)宴會二

廳

Grand

Ballroom

375 350 180 200 300

鉑宮宴會廳 Grand

Ballroom

The Partition

which in the

middle

can be opened

800 700 350 400 650

鉑宮宴會一

廳

Grand

Ballroom

375 350 180 200 300 L2

鉑宮宴會二

廳

Grand

Ballroom

375 350 180 200 300

多功能廳 A Meeting

Room

Function room

Pillarless

25 20 12 10 15

多功能廳 B Meeting

Room

Function room

Pillarless

55 45 24 20 70

多功能廳 C Meeting

Room

Function room

Pillarless

30 25 18 16 20

多功能廳 D Meeting

Room

Function room

Pillarless

25 20 12 10 15

多功能廳 E Meeting

Room

Function room

Pillarless

50 40 24 20 40

多功能廳 F Meeting

Room

Function room

Pillarless

35 30 18 16 20

多功能廳

B+C

Meeting

Room

Function room

Pillarless

85 60 32 30 50

董事會議室 Boardroom Boardroom

（Fixed）

35 - 14 - -

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Chapter 6 Engineering Information

第六章 工程部信息

1. Q: When the power supply is off, where sockets can use？

問:市電停電后，哪里的插座可以使用嗎？

A: Fire control center and IT generator room

答: 消防監(jiān)控中心以及 IT 機房

2. Q: What the temperature of minibar？

問:客房冷藏冰箱的溫度是多少？

A: Environment temperature is 25 degree, minibar is around 5 to 15 degree.

答: 環(huán)境溫度 25 度的時候，冰箱內(nèi)部溫度為 5-15 度。

3. Q: What the lowest temperature of room？

問:客房空調(diào)的溫度最低是多少？

A: The lowest temperature is about 23 degree.

答: 客房空調(diào)系統(tǒng)設計最低溫度 23℃。

4. Q: What the shower hot water temperature of room？

問:客房淋浴熱水溫度是多少？

A: 50 to 60 degree

答: 50℃~60℃

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Chapter 7 Talent & Culture Information

第七章 人才與文化部信息

1. Q: What is “five insurance” and “one fund”？

問:五險一金指的是什么？

A: Five Insurances refer to “Pension, Medical, Maternity, Labor Injury, and Unemployment”; one fund refers

to “Housing Fund”.

答:五險指的是“養(yǎng)老、醫(yī)療、生育、工傷和失業(yè)”五類社會保險，一金指的是住房“公積金”。

2. Q: When is the attendance period?

問：考勤周期是什么時候?

A: 21st of this month to 20th of the following month.

答：本月 21 日至次月 20 日。

3. Q: What are the core training courses (class room training) we are offering？

問:核心培訓的課堂教學課程有哪些？

4. Q: What’s the online learning system？

問:在線學習系統(tǒng)的名稱是什么？

A: INES system.

答: INES 系統(tǒng)

5. Q: What are the employee recognition programs we have in hotel？

問:對于大使出色的表現(xiàn)有哪些認可項目？

A: Quarter/Yearly best trainee, quarter/Yearly best employee, quarter/Yearly best supervisor, quarter/Yearly

best manager.

答: 季度/年度最佳實習生，季度/年度最佳員工，季度/年度最佳主管，季度/年度最佳經(jīng)理。

6. Q: what is Talent Development Program ？

問：什么是人才發(fā)展項目？

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A: 1. WIN PROGRAM: Participants of the project will complete the journey of learning and development

through formal learning (classroom training, online courses) and informal learning (cross training, job

training, training guidance, project execution) within 12 months. At the end of the project, the general

manager of the hotel and the Greater China Headquarters Office will be assessed and certified. All students

participating in the project will enter the Greater China talent pool, and the Greater China Headquarters

Office will always pay attention to the career development opportunities of these students.

答: 1. WIN PROGRAM:參加項目的學員將在 12 個月之內(nèi)通過正式學習（課堂式培訓、在線課程）

和非正式學習（交叉培訓、崗位培訓、訓練指導、項目執(zhí)行）完成學習發(fā)展之旅，項目結(jié)束時由

酒店總經(jīng)理和大中華區(qū)總部辦公室考核認證。所有參加項目的學員將進入大中華區(qū)人才庫，大中

華總部辦公室將時刻關(guān)注這些學員的職業(yè)發(fā)展機會。

Emergency leader-the development of supervisors into managers, the project is funded by the hotel.

新興領(lǐng)導者 – 將主管發(fā)展成為經(jīng)理，該項目由酒店資助執(zhí)行。

Professional leader-to develop a manager into a department director. The project is jointly funded by the

Greater China Headquarters and the hotel.

專業(yè)領(lǐng)導者 – 將經(jīng)理發(fā)展成為部門總監(jiān)，該項目由大中華區(qū)總部及酒店共同資助。

Executive Leader-Develop the department director into an administrative assistant manager/resident

manager. This project is jointly funded by the Greater China Headquarters and the hotel.

行政領(lǐng)導者 – 將部門總監(jiān)發(fā)展成為行政助理經(jīng)理 / 駐店經(jīng)理，該項目由大中華區(qū)總部及酒店共同

資助。

2. INSPIRE: Aims to help recent graduates of undergraduate colleges to accelerate their career development

and help them grow into successful professional hoteliers. Students participating in this project will

complete 12 months of study and work in one field or multiple fields (selected students can choose how to

2. INSPIRE: 旨在幫助本科院校應屆畢業(yè)生們加速職業(yè)發(fā)展并且為幫助其成長為成功的職業(yè)酒店人推

波助瀾。參加本項目的學生將在一個領(lǐng)域或者多個領(lǐng)域完成 12 個月的學習和工作（入選學生可自

主選擇開始方式：1.從實習開始加入項目/2.正式畢業(yè)后開始項目）：

start: 1. Join the project from the internship/2. Start the project after graduation):

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Project Description:

項目內(nèi)容：

Phase 1: Cross-learning (rotation of several different departments; transfer to a department that is interested

and willing to develop in the long-term);

階段一：交叉學習（幾個不同部門的輪崗；轉(zhuǎn)至感興趣并且愿意長期發(fā)展的部門）；

Phase 2: Customized learning (quickly understand the important areas of learning hotels; focus on the

development of practice in one or two departments);

Benefits:

階段二：定制化學習（快速了解學習酒店的重要領(lǐng)域；集中在一至兩個部門發(fā)展實踐）；

福利待遇：

After the successful completion of the project: Sign a full-time labor contract with the hotel; enjoy the same

salary and benefits as the junior manager of the hotel; optimize the career; join the AccorHotels Greater

China talent community

項目順利結(jié)束后：與酒店簽訂全日制勞動合同；享受酒店初級主管的同等薪資和福利待遇；職業(yè)最

優(yōu)化；加入雅高酒店集團大中華區(qū)人才社區(qū)

7. Q: How to Grievances?

問：如何申訴?

A: Violence, bulling or any form of harassment is not tolerated in our hotel. We take allegations of this nature

very seriously. Should you feel that someone is behaving inappropriately towards you please speak to your

supervisor or Talent and Culture Department immediately. Any Talent who is found to be involved in such a

matter will be subjected to the appropriate investigations and potentially disciplinary action and therefore

potential termination of employment.

工作中的暴力和性騷擾會給人才的工作效率和身心帶來很大的影響。人才應保持良好的自控能力以

保證和諧的工作環(huán)境，這對酒店的運行至關(guān)重要。如果您與同事之間有任何沖突或受到（口頭和行

為）恐嚇或您目睹了任何形式的騷擾，請立即分別向您的主管和人才與文化部報告。所有的暴力和

騷擾事件都會在保密的情況下進行全面調(diào)查，并保護好原始證據(jù)。酒店會對觸犯人進行非常嚴肅的

紀律處分并予以解雇處分。

Talents are required to follow hotel polices with regards to sexual harassment. Any Talent who believes he/she

is experiencing sexual harassment should report such circumstances to the management immediately. Any

reports of sexual harassment should be treated seriously and sympathetically. Any Talent who is found in

behaviour of harassment will be subject to appropriate disciplinary or legal action which will result in

employment termination.

人才也應遵守酒店關(guān)于性騷擾的規(guī)定，如果您認為您受到騷擾，請立即向酒店的相關(guān)人員報告，酒

店將展開調(diào)查。任何形式的性騷擾都是不允許的，觸犯人將受到嚴肅的處分直至開除。

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Talents should discuss with the Talent and Culture department should they wish to raise a grievance. The

hotel recognizes the value and importance of full discussions when resolving the concerns. The Talent and

Culture Department will report to GM for a final decision if concerns are unable to resolve within the

department. All complaint and grievance handling procedures are strictly confidential. Any grievances please

follow the procedures as below:

如果人才有與工作有關(guān)的申訴，可與人才與文化部商討。人才與文化部將與有關(guān)部門經(jīng)理討論解決

辦法。如問題得不到解決，人才與文化部將向總經(jīng)理匯報，由總經(jīng)理做最后決定。所有反映到人才

與文化部的問題將予以嚴格保密。任何人才申訴請參照下列流程處理：

-Step 1 步驟 1

If you have a grievance - first contact your immediate manager. They will work with you to resolve the issue.

An agreed record of the outcome will be prepared. If your immediate manager is part of the concern, contact

your Director of Talent & Culture.

如果你遭遇到不公正待遇，首先請聯(lián)系你的直接上司。他們會將會協(xié)助你解決此問題。商議一致的

結(jié)果會記錄備案。

如果你對直接上司是有一定疑慮，請聯(lián)系酒店人才與文化部總監(jiān)。

-Step 2 步驟 2

If you have a grievance with the Director of Talent & Culture, or there is no Talent & Culture on site, you

should bring to the attention of your General Manager. They will investigate and work with you to resolve the

issue. An agreed record of the outcome will be prepared

如果你遭遇到來自人才與文化部總監(jiān)的不公正待遇，或酒店暫無人才與文化部，你可以直接聯(lián)系總

經(jīng)理處理。他們將會與你一起調(diào)查解決此問題。商議一致的結(jié)果會記錄備案。

-Step 3 步驟 3

If you are not satisfied with the process of the investigation or if your grievance involves the General Manager,

please notify the Accor Greater China Talent & Culture Office. An investigation will be conducted including

interviewing all parties involved. An agreed action plan will be documented.

1. Consider the issue and all the details of the investigation

2. Determine action required

3. Notify all parties involved in writing

如果你對不公正待遇的調(diào)查程序不滿意或總經(jīng)理也是涉及此不公正待遇，請告知雅高大中華區(qū)人才

與文化部。接下來的調(diào)查將會涵蓋各相關(guān)部門的會談。經(jīng)協(xié)商后的一系列行動計劃將會形成相關(guān)文

件。

1. 對此問題的細節(jié)進行詳細的調(diào)查。

2. 確定接下來的行動措施。

3. 最終以書面的形式通知各相關(guān)方。

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Where the grievance is resolved by management, the Talent should be informed in writing. Once acknowledged,

the Talent should confirm their satisfaction to the Talent and Culture Department in writing. All stages of the

dispute resolution process or investigation must be documented and placed on individual Talent personal files.

當申訴得到解決時人才將會收到書面通知，如接受該處理結(jié)果則人才有義務向人才與文化部以書面形

式認可對事件處理的滿意度。所有針對申訴所進行的討論或調(diào)查都必須以書面形式記錄在案并存放于

人才在酒店的個人檔案內(nèi)。

8. Q: What is leadership capacity flamework?

問：雅高集團勝任力架構(gòu)是什么？

A: At Accor Group, we have defined seven types of leaders, and defined corresponding characteristics for

different types of leaders in terms of driving, collaboration and pioneering.

答: 在雅高集團，我們定義了七種領(lǐng)導者類型，并針對不同領(lǐng)導者類型按照驅(qū)動型、協(xié)作性和開拓

型三方面定義了相對應的特質(zhì)。

Future leaders: employees

展望領(lǐng)導者：基層員工

Emergency leaders: supervisor & deputy manager level

新興領(lǐng)導者：主管&副經(jīng)理級別

Professional leader: Manager level

專業(yè)領(lǐng)導者：經(jīng)理級別

Executive leader: department director level

行政領(lǐng)導者：部門總監(jiān)級別

Strategic leader: general manager level

戰(zhàn)略領(lǐng)導者：總經(jīng)理級別

Inspiring leaders: regional general manager & VP level

感召領(lǐng)導者：區(qū)域總經(jīng)理&VP 級別

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Visionary leader: the highest person in charge of the region

視野領(lǐng)導者：區(qū)域最高負責人

Appropriately explain the types of leaders and the three types of leadership:

適當解釋領(lǐng)導者類型和三種領(lǐng)導力：

Self-leadership: To ensure that our guests are satisfied, all development and progress are for positive and lasting

economic and social impact.

自我領(lǐng)導：確保滿足我們的賓客，所有的發(fā)展和進步都是為了能獲得積極和持久的經(jīng)濟及社會影

響。

Leading others: Their pursuit: to build a team that can be considerate of others. Listen to others, actively

provide support, provide help for career development, and be able to communicate effectively.

領(lǐng)導他人：他們的追求:打造一個能為他人及著想的團隊。聆聽他人，主動提供支持，為職業(yè)發(fā)展

提供幫助，并且能夠有效溝通。

Leading the business: their pursuit: continuous learning, progress, and establishing and giving others real

freedom of action and initiative. They dare to invent and create, inspire others to maximize value creation and

change the status quo.

領(lǐng)導業(yè)務：他們的追求：不斷學習、進步并為他人建立和給予行動和主動方面的真正自由他們敢于

發(fā)明創(chuàng)造，鼓舞他人最大化創(chuàng)造價值并勇于改變現(xiàn)狀。

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Chapter 8 Finance Information

第八章 財務信息

1. Q: What kinds of foreign credit cards accepted in our hotel？

問:我們酒店接受的外卡有哪些？

A: VISA、MASTERCARD、AMERICA CARD、JCB

答: 國外信用卡的種類主要有維薩卡、萬事達卡、運通卡(AE)、日本信用社卡等。

2. Q: How long does it usually take about the Credit card/WeChat/Alipay refund period？

問:信用卡/微信/支付寶的退款周期通常是多久？

A: The refund period is 14 working days, subject to the actual bank receipt.

答: 退款周期為 14 個工作日，以實際銀行到賬為準。

3. Q: How to deal with the Internet problem for our in house guest？

問:住店客人在房間內(nèi)上網(wǎng)時遇到問題怎么辦？

A: Contact the Guest service center

答: 聯(lián)系服務中心

4. Q: Is it for free to access the Internet in the hotel？

問:酒店上網(wǎng)是免費的嗎？

A: The hotel-wide network is free of charge

答: 全酒店的網(wǎng)絡是免費提供

5. Q: How to deal with the system account application or permission modification?

問:需要申請系統(tǒng)賬號申請或權(quán)限修改怎么辦？

A: Submit the application form, make a new or change after the application is approved

答: 提交申請表，在申請表審批完成后進行新建或者更改。

6. Q: Which kind of foreign currency we can exchange for a guest? What the limit?

問:前臺可以給客人兌換的外幣有哪些？ 有什么限制嗎？

A: Our hotel can exchange dollars, euros and so on. Foreign currency exchange is subject to the rules of the

local bank.

答: 酒店前臺可以兌換美元歐元等，兌換外幣實際以當?shù)劂y行的規(guī)則為準。

7. Q: May I ask why hotel network cannot access google, facebook, youtube, Twitter, gmail and relative

websites?

酒店的網(wǎng)絡為什么訪問不了 google、facebook、youtube、gmail 以及相關(guān)連接 VPN 才能進入的網(wǎng)站?

A: As some websites do not comply with the relevant laws and regulations of the Chinese

government, browsing such websites in Mainland China will result in slow access or inaccessibility.

答：由于部分網(wǎng)站未遵守中國政府相關(guān)法律法規(guī)，在中國大陸瀏覽此類網(wǎng)站會出現(xiàn)訪問速

度過慢或無法訪問的情況。

8. Q：What is the network speed of each mobile phone or devices?

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每個手機或設備的網(wǎng)絡速度是多少?

A：The speed limit of each mobile phone or device is 15 Mbps.

答：每個手機或設備限速 15 Mbps

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Chapter 9 Security Information

第九章 安保部信息

1. Q: Can employee park their electrical vehicles, motorbikes, and bicycles in the underground garage？

問:員工電動車、摩托車和自行車是否能停放在地下車庫？

A: parking in the non-motorized vehicle parking area of the hotel (the mezzanine between the underground

first floor and underground second floor)

答: 統(tǒng)一停放在酒店非機動車停車區(qū)（負一樓與負二樓中間夾層）

2. Q: Where is the gathering place in case of fire emergency？

問:發(fā)生火災酒店緊急集合地點在哪？

A: Hotel South Entrance Platform

答: 酒店南入口平臺

3. Q: What does C.A.P.E stand for？

問:C.A.P.E 代表什么？

A: C.A.P.E stands for C-Close the door, A-Alarm, P-Phone, E-Evacuate.

答:C.A.P.E 代表關(guān)門，報警，撥打酒店緊急電話，疏散。

4. Q: What does P.A.S.S stand for？

問:P.A.S.S 代表什么？

A: The P.A.S.S is the fire gathering use procedure: Pull the pin, Aim the nozzle, Squeeze the handle, Sweep

from side to side.

答:P.A.S.S 代表拔出保險銷，對準噴口，壓下把手，平推左右掃射。

5. Q: What is the hotel emergency number？

問:什么是酒店的緊急電話？

A: 0512-56698888

答: 0512-56698888

6. Q: How many masks are equipped in each of guestroom？

問:每個房間都配備幾個防毒面具？

A: Two masks in per room

答: 每個房間配備 2 個防毒面具

7. Q: What is ‘Four Abilities’？

問:什么是四個能力？

A: 1.Ability to self-check and rectify. 2. Ability to extinguish small fires. 3. Ability to evacuate. 4. Ability for

internal communication, education, and training.

答:四個能力:1. 檢查發(fā)現(xiàn)和整改火災的能力。 2. 撲救初級火災能力。3. 引導人員疏散逃生能力。4.

自我宣傳教育培訓能力。

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8. Q: What kind of knowledge we need to know and be able to do about the fire? 消防四懂四會是？

A: Need to know: the dangerous of fire in our working place, how to prevent the fire, how to put out the fire,

how to evacuate from fire. Be able to do: call the police for help, use the fire extinguisher, put out the earlier

fire and organize others to evacuate from fire.

四懂：懂本崗位火災危險性；懂預防火災的措施；懂火災的撲救方法；懂疏散逃生的方法；

四會：會報警；會使用滅火器；會撲救初起火災；會組織疏散逃生。

9. Q: What’s the ‘Four Don’ts and Two Dos？

問:什么是四不兩直？

A: Four don’ts and two dos are the undercover visiting rules based on the national safety supervision grand

bureau. It means’ don’t inform. Don’t greet, don’t report, don’t escort, just go directly to the basic level and go

direct to the site.

答:四不兩直: 國家安全生產(chǎn)監(jiān)督管理總局建立的安全生產(chǎn)暗查暗訪制度，是“不發(fā)通知、不打招呼、

不聽匯報、不用陪同接待、直奔基層、直插現(xiàn)場”的簡稱。

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Chapter 10 Sales & Marketing Information

第十章 市場銷售部信息

1. Q: Who is entitled to release information to the public when there’s a crisis in hotel？

問:當酒店發(fā)生公關(guān)危機時，誰有權(quán)對外發(fā)布信息？

A: When there is a crisis in the hotel, only General Manager and Marcon Manager are entitled to release the

news to Public.

答:只有總經(jīng)理和市場傳訊經(jīng)理有權(quán)對外發(fā)布信息。

2. Q: How many divisions in Sales and Marketing？

問:市場銷售部有幾個分部門？

A: Four, room sales, event sales, senior sales, MarCom.

答: 四個，客房銷售，宴會銷售，高級銷售，市場傳訊。