服务手册
Service Manual
上海某某大酒店
Shanghai XXXXXX Hotel
电话：400-8008800 ‖ 网址：flbook.com.cn
以质量为生存根本,以服务为品牌增值
flbook.com.cn
XX酒店热忱欢迎您的光临
Welcome to XX Hotel
尊敬的宾客:
欢迎您下榻XX酒店!
您的到来，我们酒店全体员工都感到非常荣幸，此《服务手册》为您详细介绍了饭店的各项服务及设施。若您有什么需要，请直接与饭店各部门联系，我们将竭诚为您效劳。
在XX国际酒店，您是我们的第一关注，我们将为您提供尽善尽美的服务，让您在XX国际饭店处处都看到温馨的微笑。如果您对我们的服务及设施有什么意见或建议，请及时联系我们，或者填写“宾客意见表”，我们会立即改进，因为您的满意就是我们的最终目标。
最后，希望您把在这里获得的愉快经历告诉更多的朋友，期待您的再次光临，谢谢!
xx国际酒店
总经理
Dear guests:
Welcome to XX hotel!
All the staff of our hotel feel very honored to have you here. This service guide gives you a detailed introduction to the various services and facilities of the hotel. If you need anything, please contact the hotel departments directly, and we will be at your service wholeheartedly.
In XX International Hotel, you are our first concern. We will provide you with perfect service and let you see a warm smile everywhere in XX International Hotel. If you have any comments or suggestions on our services and facilities, please contact us in time, or fill in the "guest comment form", and we will improve immediately, because your satisfaction is our ultimate goal.
Finally, I hope you can tell more friends about your pleasant experience here and look forward to your coming again. Thank you!
XX International Hotel
general manager
XX酒店
XX酒店
XX酒店
总机电话：400-8888888
网址：flbook.com.cn
酒店介绍
Hotel Introduction
XXX酒店竭诚为您打造一个轻松舒适、 沟通无阻的住宿氛围。您可在这里的健身中心强身健体，或在室内泳池尽情畅游、焕发活力。
还可在提供全方位服务的餐厅及酒吧享用美食或品尝鸡尾酒,尽情感受优雅氛围。或者前往酒店的水疗中心感受彻底放松,这里将为您提供一系列的个性化服务。 酒店拥有设施齐全的商务中心、8间会议场所以及1700多平米的灵活空间,必将成为您举办下次商务聚会的完美之地。
西安XXXX大酒店(城北)是您远离尘世喧嚣和匆忙步履的休憩之地,齐全完善的便利设施将令您活力焕发、沟通无限。我们酒店是您在繁忙旅行、工作和探索中的一片宁静世外桃源。您将在此享受到全方位的休闲娱乐设施及服务。
无需离开酒店,您即可在由经验丰富的理疗师提供的舒缓按摩中放松身心。我们的多项特色 护理汲取了本地历史文化的博大精髓，必能令您身心舒泰、容光焕发。
若想始终保持旺:盛精力,我们的健 身中心可让您在旅途中也能享受健康的生活方式。健身中心配有先进高级的设施、体操房、室内温控泳池及桑拿室。
设施齐备的商务中心位于酒店四楼,全天24小时开放。该中心可满足您的所有商务需求，包括打印、影印、高速上网、设备租赁、手机充电以及秘书服务、翻译服务和快递服务。
利用酒店大堂中心的“随心连动@XXX,体验在微软B" ,您可随时跟进重要事宜,并与新老朋友沟通交流。还可通过我们的电脑终端体验网上冲浪之乐,或带上自己的笔记本电脑享受免费无线高速上网的畅快连接。您可查收电子邮件、搜索信息、浏览当地景点甚至打印登机牌。
大堂服务
GRAND LOBBY SERVICES
1.大堂经理Assistant Manager
位于饭店大堂内，24 小时为您提供服务。
The Assistant Manager in the lobby will be at your service at any time.
2.问讯/留言Information/ Message
如您离开饭店而需与来人或来电联系时，请把您的去处及留言告之总服务台。
You can tell our Information Desk the place to go if you want to be in touch with telephone message or visitors when you are out.
3.预订/接待Reservation/ Reception
饭店接待处24小时为您提供预订客房、住宿登记等服务。
The Front Desk will provide you with the service of reservation and registration any time.
4.收银/结账Cashier
位于大堂总服务台，24小时为您提供住宿期间的房费、餐费及其他费用的结算服务。
It's located at the Front Desk in the lobby. We will provide the 24-hour check-out service of your fees during your stay.
5.外币兑换Foreign Currency Exchange
位于总服务台收银处，为您提供18小时外币兑换服务。
服务时间: 06: 00- 24: 00
It's located at the Cashier desk. We will also provide the service of exchanging foreigncurrency.
Service Hours: 06: 00am-12: 00pm
7.退房时间Check- out Time
XX酒店
XX酒店
饭店退房时间为中午12: 00。请留意:超过12: 00 后加收半天房租，18: 00 后退房按全天收费计算。若需延迟离店时间，请与总服务台联系。
Check-out time is 12: 00 at noon. You will have to pay an extra half of daily fee if you check out after 12: 00a.m and the whole fee if you do after 18: 00 p.m. Please contact the Reception Desk if your check-out has to be delayed.
8.客房门卡Room Card
饭店使用安全电子门锁。退房时请将门卡交与总台收银处。请留意:当超过规定时间，门卡将不能开锁。您要续住，请到总服务台办理有关手续。
We offer you the IC lock. Please return the card to the Cashier Desk when you check out.The IC card will not work when you delay the check-out time and you must contact the Reception Desk to continue your time.
9.行李服务Luggage Service
我们为您提供店内免费运送或寄存行李服务。
We offer free-of-charge service of delivery in our hotel and lefi-luggage service.
10.商务中心Business Center
位于饭店大堂，为您提供全面的秘书服务中英文打字、传真复印、出租电脑、收发电子邮件、订票、邮寄等服务。
服务时间: 08: 00-22: 00
Located in the lobby, we provide you with the comprehensive secretarial service. such as typewriting in Chinese or in English, Fax and copying service, E-mail service, purchasing ticket,mailing, etc.
Service Hours: 08: 00am-10: 00pm
11.商场Shopping Center
位于饭店大堂东侧，为您提供地方特色产品、旅游产品、艺术品、日常用品、饮料、食品。
服务时间: 08: 00-22: 00
Located in the Ib it ofers local scialties.s torism products. roo carving atwork、articles for daily use. soft drinks and food, etc.
Service Hours: 08: 00am-10: 00pm
12.残疾人士设施Handicapped Facilities
饭店备有轮椅车和拐杖，如需使用请与行李房联系。
We also ofer welclar and walking sick. Please cotat the Luge Room ifyou need.
13. 租车Car Hire
如需预订的士，请与礼宾部联系，饭店为阁下提供24小时服务。
Please contact the Concierge if you need a car, the service is available for 24 hours.
14.着装Dressing
我们建议您在饭店所有餐厅和公共场所穿着合适的衣装。
We advise you to wear the proper formal dress in all restaurants and public places.
15.停车Parking
饭店拥有停车场，请按指定车位停放车辆。有碍车道畅通、消防、安全及专用泊车的车辆，如有损坏饭店不予负责。如需专门监管的车辆，请告知在场保安员，我们将会记录，妥加看护。饭店敬告各位车主，请勿将贵重财物放在车内，住店宾客可将贵重物品交饭店寄存处寄存。
We have the parking area. Please park your car as shown. We are not responsible for any damage if you hinder the path, fighting-fire and security etc. Please inform our guard if your car need special care. We will make some notes and be care for the car. Please don't leave your valuables in the car. If you have ones, please place them in the safe deposit box of the Front Desk in the lobby.
16.行政楼层接待处Executive Floor Reception
位于饭店六层和七层，将为行政楼层的客人提供快速入住和退房服务。
Located on the 6h and 7仙floor, We provide fast check in, check out service for the executive floor guest.
XX酒店
XX酒店
客房服务
GUEST ROOM SERVICES
1.客房中心Housekeeping Center
客房中心24小时为您服务，如有需要请与客房中心联系。
We will serve you the whole day. Please contact housekeeping center for assistance.
2.房间清洁服务Room Cleaning
您若需要服务员尽快为您清理房间，请将“ 请即打扫”牌挂于门外或与客房中心联系。
Hang“Make up Room"" signboard at the door knob or call housekeeping, and then we'll clean your room at soon as possible.
3.房间夜床服务Turn-down Service
饭店为您提供每日开夜床服务。
We have do turn down service for you every day, please contact housekeeping center.
4.洗衣服务Laundry Service
饭店为您提供千洗、水洗和熨烫衣物服务,每天上午10: 00前将要洗熨衣物放入洗衣袋，交于服务员，可当晚取回衣物。饭店还提供特快洗熨服务，4小时内送回。详情请参阅房内的洗衣单。
We offer dry cleaning, washing and pressing service .The Room Attendant comes to colleet the washing bag before 10: 00am every day and send it back in the same day. Express service is available also to you within 4 hours. Please refer to the Laundry List in your room. for details.
5.小酒吧Mini-Bar
客房内备有小酒吧，为您准备了多种酒水及小吃。我们会每日补充消耗，同时您的消费额将被计入到您的账单。如有其他需要，请随时与客房中心联系。
Thee is a minibar with many kinds of drnk and snacks in your room.We will replenishhousckeeping center.
6.房间加床服务Extra Bed
饭店为您提供加床服务。如果需要请与总台联系。
Contact with reception desk for extra bed in the room if you need.
7.送餐服务Room Service
请参阅《客房送餐服务菜单》，并与餐饮部联系。
服务时间: 09: 30-02: 00
Please check《Room Service Menu》and contact F&B Division.
Service Hours: 09: 30am-02: 00am
8.叫醒服务Wake-up Call
请拨“9”与总机接线员联系，确定为您叫醒时间。
Please dial“9" to contact with the Operator and confirm your wake-up time.
10.饮用水Drinking Water
客房卫生间的直饮水是可以直接饮用的。我们建议使用电水壶煮沸后再饮用。如有需要请与客房中心联系。
11.电话Telephone
XX酒店
XX酒店
每个房间都配备长途直拨国际/国内电话系统。如要拨打长途电话，可先参阅电话服务指南》，或拨“9"请总机接线员协助。
Every room is equipped with the direet international and domnestic dialing system. If you want to make a long distance call, please check the《Telephone Directory》or dial*9"for help.
12.房间保密/电话免打扰
Keep the Room Number Secret/Avoid Being Disturbed by Telephone
如果您不想被打扰，请按房间取电处“请勿打扰”键，并可拨“9”与总机接线员联系。
If you'd like to keep the room number secret and avoid being disturbed by telephone, please.press the key of“DND”on the wall and contact the Operator by“9”.
13. 失物招领Lost And Found
如有物品遗失，请与客房中心联系。遗留物品饭店将保留三个月，易变质物品保留三天。
在上述期限内无人认领的物品，饭店将会自行处理。
Please contact housekeeping, If you have things lost. we will keep the lost things for 3 months. Perishable goods will be kept 3 days. We are entitled to deal with them beyond the deadline.
14.网上漫游Internet Service
饭店客房为您提供无线及宽带免费上网服务
The guest rooms had fixed with broadband acess and wireless internet also. You can get on the internet in your room for free.
15.紧急情况Emergency
如遇紧急情况请联系客房中心或总服务台。
If any emergency happens, please contact housckeeping center or front desk.
餐饮服务
F00D & BEVERAGE SERVICES
1.宴会预订Banquet Reservation
饭店一层、三层设有不同风格的大小宴会厅、多功能厅及包间18个.如您需要安排宴会、酒会等有关的社交宴请，请与餐饮预订中心联系。
服务时间:07: 00-22: 00
We have dfcren kinds of small and big banquet hllss muli-fumction hall and 18 balconies,loated on 1" and 3o0 for. Please cotaet F& B Reseraion Center if you ned getogcher and relevant public activities .
Service Hours: 07: 00am-10: 00pm
2.大堂吧Lobby Bar
饭店一楼独特的休闲酒吧，为您提供会友、小憩之理想去处。
服务时间: 07: 00-00: 00
Our Lobby Bar on 1" loor is an ecllan leisure place for you to meet your fiends or havea break.
Service Hours: 07am: 00-00: 00pm
3.西餐厅Western Restaurant
XX酒店
XX酒店
位于饭店一层,提供中、西式自助早餐、午餐和晚餐，并提供16小时客房送餐服务。
服务时间:早餐07: 30.09: 00午餐11: 30-13: 30晚餐17: 30-21: 30
Located on 1* foor, We ofer Chinese and wsen-syle bufet breakfast, lunch and diner with 16hours room service.
Service Hours: B 07: 30amn-09: 00am
L1I: 30am-.01: 30pm S0S: 30pm-09: 30pm
4.行政酒廊Executive Lounge
位于饭店八层，为您提供各种饮品、小点，是您休闲、 聊天、休息的最佳场所。
服务时间: 11: 00-00; 00
Located on the 8出foor, provides you with various of drink and snacks.
Service Hours:11: 00am-00: 00pm
5.中餐厅Chinese Restaurant
位于饭店二、三层，经营高档“满汉全席”、燕、鲍、翅、海鲜等粤菜，特色川、湘菜以及特色西口菜。
服务时间:午餐11: 30-13: 30 晚餐 17: 30-21: 30
Located on the 2od and 3ed floor of the hotel, it provides you with many kinds of special dishes as Canton flavor such as Abalone, Bird's net and the shark fin，and also provides you with special Sichuan cuisine and Zhangjiakou dishes.
Service Hours: L 11: 30am-01: 30pm S 05: 30pm-09: 30pm
6.日韩餐厅Japanese & Korean Restaurant
位于饭店三层，为您提供纯正的日式料理精品、考究串烧，韩族厨师现场制作韩式烤肉，澳洲牛肉、野生生蚝等。
服务时间:午餐11: 30-13: 30 晚餐17: 30-21: 30
Located on the 3rd floor, it provides you real Japanese cuisine and Korean BBQ ,also Australia beef and wild oysters.
Service Hours: L 11: 30am-01: 30pm S 05: 30pm-09: 30pm
7.洗浴自助餐厅Bath buffet Restaurant
位于会馆二层，为您提供中西合璧式自助餐，供洗浴客人就餐。
服务时间:早餐07: 30-09: 00午餐11: 30-13: 30
晚餐17: 30-21: 30夜宵 23: 00-00: 00
Located on the 2od floor ,it provides Chinese and western buffet for the bathing guest.
Service Hours: B 07: 30am-09: 00am L 11: 30am-01: 30pm
D 05: 30pm-09: 30pm S 11: 00pm-00: 00am
8.会议室Conference Room
位于饭店八层，拥有可接待10-200人的各种规格会议室8个。如需使用请与市场营销部联系。
Located on the 8h floor, has 8 Variouspecification conference rooms which can hold to 200 persons.顺you need, pleaso centact itbe markening & sales deparmen.
9.送餐服务| Riorpp Seryicd
饭店提供房内中餐、西餐用餐服务，详情请参阅客房用餐服务菜单。
服务时间: 09:30凌展:02:00
Our hotel prcvides io rcem Westero aod Chinese fcod for 16 hours 及day. Please: refer ithe guest room meou tio make your chcice or contact wester restaurant.
Service Hcurs: 09: 30am-02: 00am
XX酒店
XX酒店
会馆服务
HEALTH&& ENTERTAIMENT SERVICE
Located on the 2nd floor, provides you with wonderful view.
Service Hours: 24 hours
5.休息厅Lounge
位于饭店二层，休息床双电动调节，让您享受愜意的休闲时光。
服务时间:全天
Located on the 2nd floor, provides you a wonderful leisure time with double electric adjustment rest bed.
Service Hours: 24 hours
6.游乐区Game Area
位于饭店西侧二层，设有儿童游乐区、电玩、桌球、书吧、网吧、大型自助餐。
服务时间:全天
Located on the 2od floor, includes children playing area、video games、table tennis. readingroom、internet cafes、buffet party.
Service Hours: 24 hours
7. SPA理疗室
位于饭店八层西侧，SPA主要透过人体的五大感官功能，将精、气、神三者合一，实现身、心、灵的放松。
服务时间:全天
located in the west 8th floor，SPA primarily through the body's five senses to get you spirit,breath and expression combined and achieve physical, mental and spiritual relaxation.
Service Hours: 24 hours
1.洗浴Bathe
位于饭店西侧地下一层和一层，提供男女宾洗浴，SPA, 提供足疗、按摩保健服务，同时还设有洗浴客房供您休息
服务时间:全天.
Located on the basement floor and 1# floor, provide bathe, playing pool, and guest rooms.
Service Hours: 24hours
2.游泳馆Swimming Pool
位于饭店西侧一层，水质清澈透明，游泳是健身和减少脂肪的最佳运动方式。
服务时间: 10: 00-22: 00
Located on the 15 floor, provides you with comfortable and spacious environment for health.
Service Hours: 10: 00am-10: 00pm
3.健身房Gymnasium Center
位于饭店西侧- -层，有氧健身器材、瑜伽，是您训练心肺功能的好地方。
服务时间: 10: 00-22: 00
Located on the 15 floor, all kinds of exercisers equipment and facilities for you to choose.
Service Hours: 10: 00am-10: 00pm
4.电影厅Film Hall
位于饭店二层，完美体验超精彩的视听盛宴。
服务时间:全天.
XX酒店
XX酒店
电话指南
TELEPHONE DRECTORY
3)直拨电话最小计算单位:市内电话及国际长途为一分钟，国内长途电话为六秒。
Charge rate for direct calls local call and international long distance call is to be charged every minute. Domestic long distance call is to be charged every six seconds.
4)拨打国内长途电话免费，市内电话按国家收费标准收费。
Long dstne all is fce Local all fee is lobe carged evied on the ntioalc charge standard.
5)为了您拨打电话方便和咨询，所有附上中国的国家编号为*86",张家口地区编号为“0313"。
For you cnveniene, he code of China is "86"and he code of tis city is*0313".
6)拨打长途电话时，请小心拨号，因为所有拨通电话均须收费。
You have 10 ra for he cll you dalod so plase pay seoo secall when yo mke long distance all.
”若需对方付费或信用卡付费电话必须通过总机接线员,请您據“9”。
Ifyou want he ohes who you are cling to pay for he poe binl or wamt。wseaCedt
card, please dial“9"and contact with the operator.
8)您需知的区域或国家编号，若不在本指南内，请您拨“9”"与总机接线员联系.请注意，某些国家或区域是没有国际直拨电话服务的。
Some coumry cods may not be in tis maual, plase dial " and ask the oeator ifyou
want 1o give somene a ing here Please pay atenton that te are no IDD scvics in som countries.
9)您下榻的房间，外线电话处于封机状态，如需拨打外线电话,请与总机接线员联系。
When you stay in the room, the ouside telcphone sevice ilcose, please contact the Operator if you want to make a call.
10)若您有任何咨询，请拨“9"与总机接线员联系。
Dial "'"and contact the operator for more details.
1.拨打客房电话Room to Room Calls
请您直接拨打房间号码。例:拨打8401房，请直接拨打号码8401.
If you want dial to the room, please dial the room No. directly, to make a call as follow:Room No.8401.
2.拨打外线电话Outside Calls
先拨“0”接通外线，听到拨号音后，接着拨打您所需要的电话号码。如有疑问，请与总机“9”联系。
Please dial*"first. Afier you have heard the dialing tone, dial the number you want.
3.国内直拨电话DDD Calls
请先拨“0",听到拨号音后，再拨地区电话代码，最后拨您所需要的电话号码.拨号时请勿停顿。
Plase dial“0"ist, then the area code and what the number you want at last. Do no pase during your dialing. To make a DDD call to Bejig is as flows
4.国际直拨电话IDD Calls
请先拨“0”,然后拨对方国家的电话代码，最后拨您所要的电话号码，拨号时请勿停顿。
Please dial "0" first, then the phone code of the other country, and finally the phone number you want. Do not pause while dialing.
5.国内、国际直拨须知IDD&DDD Service Guide
1)以上服务需加服务费。
Service charge is needed for the above services.
2)为确保避免通话完毕后还能继续收费，通完话后，请您一定将电话挂好。
To prevent it from happening that the charge is still on after you ended the call, make sure the telephone is put in right place.
XX酒店
XX酒店
为了维护本店正常秩序，保障旅客的人身财产安全，根据公安机关《旅馆业治安管理办法》之规定，结合本店的实际情况制定本须知，请旅客务必遵守:
一、旅客住店，须出示有效证件即身份证，办理登记手续。
二、办理住宿登记手续后，方可入住，退房时间为次日中午12点前，超过十二点增收半天房费,晚上六点以后离店收取一天的房费。
三、客人入住时需交定额押金，如有丢失钥匙，把被单、被罩染上油溃、污渍、血渍或被单烧坏将扣除押金或照价赔偿。
四、本店客房为木质结构，禁止在客房内吸烟，更不能在客房内焚烧物品，吸烟请到二楼厅堂，并妥善处理烟头。
五、为避免影响您和其他旅客的正常休息,晚间外出请在十二点前返回，如有特殊情况请提前说明。
六、为保证宾客的正常休息和工作,请保持肃静,切勿大声喧哗.更不准在客房内酗酒、猜拳。
七、请保持室内外卫生，不要随地吐痰,乱扔废弃物，更不要在洗脸池内乱扔脏物,以免堵塞管道，
八、旅客在使用电视机、淋浴器等时,如有问题，请及时联系店主,以免发生错误操作
九、外出时，请注意门是否锁上，切勿将贵重物品留在房间内，若有贵重物品遗失，后果自己承担，本店概不负责。
十、当你结账离店或离开时，请把钥匙交还本店负责人，由于旅客疏忽造成本店物品丢失或损坏本店有权向旅客索赔。
最后，感谢您对本店的支持与合作，希望您入住顺心，旅途愉快!
客房实拍图
Actual photo of guest room
住宿须知
Accommodation Instructions
电话：400-8008800
网址：flbook.com.cn
邮箱：123456@163.com
地址：上海市XX区XX大道XX号
增值电信业务经营许可证：陕B2-20210327 | 
陕公网安备 61102302611033号