1、2010-9-28Hotel Knowledge ManualRooms 房务部分Partition分类General Information 公共部分 FO 前厅 HSKP 客房 SEC 保安 ENG 工程Food its available for in-house guests. May I help you with your luggage? 答：酒店一楼礼宾部可以帮助您，他们能帮在住客寄存行李。需要我帮您寄存吗？RF11Q: Where can I get a map? 请问哪里有地图？ A: The map is available at Concierge Desk and F
2、ront Desk in the lobby. May I get one for you? 答：您可以在酒店大堂前台或礼宾部获取。需要我帮您拿一张吗？RF12Q: Do you have airport pick-up 在中午 12:00 后收取的洗衣将与次日返回。早上 8 点至下午 4 点间收取的加急洗衣服务, 我们将在 3 小时内返回，并加收 50%的服务费。您现在需要洗衣服务吗？RH3Q: Do you offer Safety Box Service? 酒店提供保险箱服务吗？ A: The safe box is available in each room, the safe de
3、posit box service can be provided at the Front Desk in the lobby as well. 答：酒店每间客房均备有保险箱供客人使用, 另外位于大堂的酒店前台也提供这项服务。RH4Q: How to use the safety box in the room? 如何使用房间的保险箱？ A: Please check the user instructions on the safe deposit box. The duty manager will be happy to help you as well. 答：您可以先查阅一下房间内保
4、险箱上的使用说明, 酒店大堂副理会很高兴为您提供帮助。RH5Q: What kinds of stationery can be provided in guest-room? 房间内提供给客人的文具盒里有什么物品？A: Scissors, pencil, glue, eraser, clip, sign pen, tape, stapler, correction pen, high-line pen 答：剪刀，铅笔，胶棒，橡皮擦，回形针，签字笔，胶带，订书机，修正笔，标注笔。RH6Q: Can I recharge my electric shaver in the room? 我的剃须刀
5、能否在房间里充电吗？ A: We have 220V and 110V sockets in the bathroom. 答：我们的浴室内备有 220V/110V 的电源插座，供使用不同电压剃须刀的客人使用。RH7Q: Do you have the shoes polishing service? 你们酒店有擦鞋服务吗？ A: Yes, please put the shoes into the shoe box in the wardrobe and dial Guest Service Centre at ext.“0“. 答：是的, 请将需要清洁的鞋放入鞋篮内，拨打分机“0“通知宾客服
6、务中心即可。RH8Q: Are there any free items in guest room? 房间里提供哪些免费物品？ A: The free amenities offered in our guest rooms are coffee, tea, sugar and mineral water in the bathroom. 答：我们在房间内提供的咖啡、茶和糖包及浴室内的矿泉水都是免费的。RH9Q: Where can I sew my clothes? 哪里提供衣物的缝补？A: The Laundry will provide the mending from 8:00am
7、to 18:00 and will be finished within 2 hours, May I help you with that?答：酒店洗衣房可为您提供缝补服务，服务时间为 8：00 18：00，并在 2 小时内返回，需要我帮您联系吗？RH10Q: Do you have Non-smoking floor in the hotel? 酒店有无烟楼层吗？A: Yes, the 12F,15F， 21F and 22F are the non-smoking floor. Would you like book a room?答：有的，酒店 12 楼，15 楼，21 楼和 22 楼
8、是无烟楼层。需要我帮您订房间吗？RH12Q: I left something in my room when I check-out, where can I find it? 退房时我忘了物品在房间，请问哪里能找到？A: Wait for a moment please, Ill check with housekeeping office for lost and found。 答:酒店任何遗失物品都统一由客房部保管，请稍等一下，我将替您联系客房部查找，并尽快给您答复。RH13Q: Can I order fresh flower in your hotel? 酒店可以提供鲜花预定服务吗
9、？A: we can help you to order fresh flower in our 1st floor flower shop. Could I book for you now？答：可以，在酒店一楼接待台就可预定，需要我帮您联系吗？RH14Q: How much is one extra bed in your hotel and how much is the baby cot? 酒店加床是如何收费的?婴儿床呢?A: The standard price of one extra bed is RMB160, baby cot is for free.答： 加床是每张 160
10、 元， 婴儿床是免费的。RH15Q: How many TV programs do we have in guest-room? 酒店客房内的电视有几套节目？A: There are 52TV programs in our guest room.，including CCTV, CNN, HBO, ESPN, Discovery, and 4 channels created by PC. Is there anything else I can do for you?答：客房内的电视有 52 套节目,其中包括、CNN 国际新闻网、HBO 电影频道、ESPN 体育频道、Discovery
11、探索以及酒店自办的四个频道等。请问还有什么可以帮到您吗？RH16Q: Where can I get a (versatile) mobile charger? 哪里提供万能手机充电器？ A: The housekeeping department can supply mobile charger，May I help you with that?答： 客房部办公室可提供万能充电器，需要我帮您联系吗？RH17Q: What kinds of newspaper do you provide in floor? 请问楼层提供哪些报纸？A: Xiangfan Evening News, Chut
12、ian Metropolis Daily. May I help you?答：襄樊晚报和楚天都市报，您需要帮您送一份吗？RH18Q: Would you please tell me all the room categories in your hotel？请告诉我贵酒店所有房型？A: We have Handicapped Room, Superior King Room, Deluxe King Room, Club King Room, Superior Twin Room, Deluxe Twin, Club Twin, Junior Suite Room, Deluxe Suite
13、, Club Suite, Deluxe Club Suite and Presidential Suite.答：我们酒店的房型：无障碍设施房、高级大床房、豪华大床房、俱乐部大床房、高级双人房、豪华双人房、俱乐部双人房、高级套房、豪华套房、俱乐部套房、豪华俱乐部套房、总统套房 Rooms 房务部分（ SEC 保安部）S1Q：What is the guideline of fire fighting? 消防工作的方针是什么?A：Devoting major efforts into prevention and combining fire prevention with fire fight
14、ing.答：预防为主，防消结合。S2Q：What is the principle of fire fighting? 消防工作的原则是什么?A：People who supervise, use, be on duty should be responsible for it.答：政 府 统 一 领 导 、 部 门 依 法 监 管 、 单 位 全 面 负 责 、 公 民 积 极 参 与 的 原 则 。S3Q：What the methods that are commonly used to put out fire? 灭火常用的方法？A：There are four kinds of wa
15、ys: Suffocating, Cooling, Isolating, Controlling.答：窒息法，冷却法、隔离法、抑制法。S4Q：How many kinds of fire? 火灾的种类有哪些？A：According to the national standards, the fire can be divided into five groups: Normal(A):The fire is created by woods, paper, cotton, cloth ,plastics and other solid substances；Oiled(B):The fire
16、 is created by the flammable liquid or lipidic objectives, such as gasoline, oil and Kerosene；Gas(C):The fire is created by the burning or bloating of gas, such as the natural gas and so on；Medaled(D):The fire is created by metals objectives, such as K、Na 、M 、Li and other water-proof materials；Elect
17、rical (E): The fire is created by the wrong operation of electrical equipments.答：固体火灾 (A 类) ：凡由木材、纸张、棉、布、塑胶等固体物质所引起的火灾。液体火灾 (B 类)：凡由引火性液体及固体油脂物体所引起的火灾，如汽油、石油、煤油等。气体火灾（C 类）：凡是由气体燃烧、爆炸引起的火灾都称为气体火灾，如天然气、煤气等。金属火灾（D 类）：凡钾、钠、镁、锂及禁水物质引起的火灾。电器火灾（E 类）：凡是由电器走火漏电打火引起的火灾称为电器火灾。S5Q：What is the fire fighting equi
18、pments that are commonly use in hotel.酒店常见的灭火器材有？A：Dry powder fire extinguisher. It will be divided into 2 groups ABC and BC. It can put out the Band A、B、C fire；Carbon dioxide fire extinguisher. It can put out the B and C fire. Fire hydrant can put out A fire. 答：干粉灭火器：分为 ABC 和 BC 干粉两种，其适用 ABC 类火灾；二氧
19、化碳灭火器：适用于 BC 类火灾；消防栓适用于 A 类火灾。S6Q：What is the main cause of the fire in hotel? 在酒店发生火灾的主要原因是什么？A：Smoking （41 ）and electricity（23 ）.答：客人吸烟（41 ）电器设备故障（23 ） 。S7Q：What is the key areas and items for fire fighting? 酒店火灾隐患的重点部位和物品有哪些？A：Guest rooms, Linen room, The pipe gas in all kitchens and the ,Private
20、 room in Food and Beverage department、Boiler room、General Storage 、Storage of the Laundry room、Gas valve.答：客房、布草间、各厨房的管道燃气和炉灶、餐饮包厢、锅炉房、总仓、洗衣房仓库、燃气总阀。S8Q：How to dial emergency call 怎样拨打火警电话？A：The emergency call in our hotel is 3119 hard to escape; hard to put out.答：（1）蔓延快；（2）逃生困难；（3）扑救困难。S21Q：What we
21、 should do if our clothes on fire 人身衣服着火怎么办？A： Take off the clothes if possible; rolling to put out the fire; Jump into the river or pour water on our body.答：（1）在可能的情况下尽快脱去着火的衣服；（2）就地翻滚把火压灭。 （3）湿身S22Q：How to escape when meet fire?发生火灾后，您有几种逃生的方法？A：Choose the nearest access; Pour water on your clothe
22、s and use a towel to cover your mouth and nose to isolate the heat when meeting heavy smoke; If there is heave smoke, please squat .If you can not see clearly, please escape slowly when you hand can touch the wall. If you can not escape from the access, please resort to the balcony with safety rope
23、or sheet; Dont jump onto the floor but to wait for help.答：（1）发生火灾后，选择最近的逃生出口；（2）逃离火场的路线上遇有浓烟烈火时，必须把自己的衣服淋湿；再找一块湿毛巾捂住口鼻，查以起到隔热虑毒的作用；（3）在有浓烟的情况下，采用低姿势撤离，视线不清时，手摸墙壁徐徐撤离；（4）楼道内烟雾过浓，无法冲出时，应利用窗户阳台逃生，拴上安全绳或床单逃生；（5）上述情况不具备时，不能盲目跳楼应等待救援。S23Q：What we should do if the oiling pot is on fire?油锅着火后，您至少有几种扑救方法？A：C
24、over the pot as soon as possible to isolate the oxygen; Put the vegetables into the pot.答：（1）迅速用锅盖盖住油锅，窒息熄灭；（2）用将要炒的青菜倒入油锅，覆盖熄灭。 Rooms 房务部分（ ENG 工程部）E1Q: How to make work order? 怎样进行报修？A: .Fill out work order request with name, dept, date, the problem location and service required, then submit work
25、order request to duty room ,or login in ESCAP requests system to request work order.答：填写维修申请单，写明申请人，部门，出现问题的位置和服务要求，然后把维修单提交工程部值班室，或者登陆 ESCAP requests 系统报修。E2Q: Where is engineering store？工程仓库在什么地方？A: Engineering store is on the second floor underground答：工程仓库在地下二层E3Q: Where is engineering duty room?
26、 工程值班室在什么地方？A: Engineering duty room is on the second floor underground 答：工程值班室在地下二层。E4 Q: Where is hotel power distribution room and boiler room? 酒店配电间和锅炉房在哪里？A: Both power distribution room and boiler room are on the first floor underground 答：配电间和锅炉房都在地下一层。E5Q: What is the lowest room temperature
27、in summer according to energy saving offices demand? 根据节能办要求夏季室内最低温度为多少？A: According to energy offices demand room temperature can not below 26 in summer.答：根据节能办要求夏季室温不能低于 26 。E6Q: What action could we take to keep energy saving? 可以采取哪些措施节能？A: 1. Keep basic lighting, turn off the light where nobody
28、work there2. Close the door and curtain when you have turned on air-conditioner.3. Turn off air-conditioner switch when cleaning in the room.4. Recycle excess ice to ice maker. 5. Remember tighten the water tap, do not thaw freeze food by flush water.6. Go stairs if you need go upstair within two fl
29、oors or go downstair within three floors.答：1.保持基本照明，关闭不用的照明。2.空调开启后，关闭窗户和窗帘。3.清洁卫生时，关闭空调。4.制冰机余冰回收。5.杜绝长流水，杜绝用冲水解冷冻食物。6.上二层下三层走楼梯。Food the opening hour is from 9:00am to 00:00am. 答：大堂酒廊在一楼，营业时间是早上 9 点到凌晨 0 点。F11Q: Where is the Euro Bar? 请问欧罗吧在哪里？A: It is on the 1st floor and the opening hour is from
30、 5:00pm to 00:00am. 答：欧罗酒吧在一楼，营业时间是晚上 5 点到凌晨 0 点。F12 Q: Whats your price of breakfast in the hotel? 你们酒店的早餐多少钱一位？ A: Its RMB98 per person plus 15% service charge. 答：我们酒店的早餐是 98 元一位，另加 15%服务费。F13Q: Whats the price of buffet? 自助餐的价格是多少？A: The price of buffet for lunch and dinner is RMB 88/per person a
31、nd RMB 108/per person respectively plus 15%service charges, 答：自助午餐和自助晚餐的价格分别是 88 元/位和 108 元/ 位另加 15%的服务费F14Q: Where to book the banquet? 请问在哪可以预订宴会？ A: You may book the banquet with Crowne Meetings Team on the Sales meanwhile you can also enjoy hotel level benefits during your stay, which include th
32、e welcome drink and fruits upon C/I; complimentary weekday newspapers, 20% discount on selected business center services, and extended check out until 2:00 pm based on the room occupancy rate etc. 答：作为一名优悦会会员，只要以符合奖赏标准的房价入住全球任何一家我们品牌的酒店，您就可以累积积分或是飞行里程，并在您入住的酒店享受会员的特权，包括入住时免费的欢迎饮料和水果, 免费的工作日报纸，商务中心有选
33、择的消费的折扣和根据当日订房情况可延迟退房至下午 2 点等等。C3Q: Any benefits for Ambassador Card？大使卡的优惠？（注：大使卡是由洲际酒店发行使用的，在皇冠品牌也可以使用，但是不可以发行）A: All items included in Priority Club Gold Membership or Priority Club Platinum Membership.答：优悦会金卡或白金卡会员的所有优惠项目。C4Q: What are benefits for Crowne Plaza Club guest? 皇冠俱乐部楼层的客人有哪些优惠？ A: Th
34、e guest can enjoy free high-speed broadband internet access at Crowne Club Lounge or in room, Complimentary breakfast at Crowne Club Lounge from 06:30 to 10:30,Happy Hour at Crowne Club Lounge from 17:30 to 19:30,Complaintary Tea & Coffee at Crowne Club Lounge, Daily complimentary 6 cans of soft dri
35、nks(Only apply for Coke, Sprite and Juices), Complimentary daily local newspaper,20% discount at business center(Except for all Telecom related service and contract out service),Entitled to use the Crowne Club Lounge meeting from free charge for 2 hours per stay(Subject to availability),Late check o
36、ut till 14:00 (Subject to availability). 答：入住期间在房间和皇冠俱乐部免费上网；入住期间每日 06：30 至 10：30 可免费享受皇冠俱乐部早餐；入住期间每日 17:30 至 19:30 可享受皇冠俱乐部欢乐时光；入住期间每天免费享受皇冠俱乐部的茶和咖啡； 入住期间每天免费享受 6 罐软饮料（限可乐，雪碧，果汁） ； 每日免费本地报纸；入住期间在商务中心 20%的优惠（除电话，传真及以外的服务） ；每次入住可以免费使用皇冠俱乐部会议室 2 小时； 延迟退房至 14：00（根据当日房态情况） 。BEAUTIFUL CHANGSHA 城市信息B1Q: H
37、ow far is it from the hotel to the Xiangjiang? And how long does it take? 酒店离汉江有多远？要花多长时间到那儿？A: Its about 4kms far. It takes you about 18 minutes to get there by car.答：酒店距汉江约 4 公里，需 18 分钟车程。B2Q: How far is it from the hotel to the airport? 酒店到机场有多远？坐车到机场要多久？A: Its about 24 kms far. It takes you 20 m
38、inutes to get there by car. Do you want me get a car for you? 答：酒店到机场大约有 24 公里，乘车大约需要 20 分钟。需要我帮您安排车辆吗？B3Q: How far is it from the hotel to the train station? 酒店到火车站有多远？坐车到火车站需要多久？A: Its about 2.5 kms far. It takes you about 10 -15 minutes to get there by car. Do you want me to arrange a car for you
39、? 答：酒店到火车站大约有 2.5 公里，坐车大约需要 10-15 分钟。您需要我帮您安排车辆吗？B4Q: Where is the shopping street? 购物街在哪里？ A: Our hotel locates on Wanda shopping mall, and you can go shopping there.答：我们酒店就在万达商业步行街上，您出酒店就可以逛街了。B5Q: Where is the Church nearby？When it has services? 酒店离酒店最近的教堂在哪儿，什么时候开放？ A: There is Christianity at N
40、o. 1 Chaoyang Road. Opening time form 7:00am to 10am every Sunday. 答：在朝阳路 1 号有个基督教堂。开放时间为每周日的上午 7 点至 10 点。B6Q: What kind of special local product in Xiangfan? 请问襄樊有什么特产？A: Yellow wine, beef noodles, hard pastry, kohlrabi, langoustine.答：黄酒、牛肉面、金刚酥、大头菜、大虾。B7Q: Where is the Gulongzhong? 怎样去诸葛亮的故居古隆中？ A
41、: Gulongzhong is located on Longzhong road, you can get there 50mins by car. 答：古隆中位于隆中路，乘车 50 分钟可以到达。B8Q: Would you recommend me some famous scenic spots in xiangfan? 襄樊有些什么旅游景点？A: Gulongzhong, Migong ancestral rampart, Furen wall, Green wall, Zhenwu mountain.答：古隆中、米公祠、夫人城、绿影壁、真武山。B9Q: Do you know a
42、ny celebrities in Xiangfan? 请问你们襄樊都有哪些名人？A: Xionglv, Liuxiu, Zhu Geliang, Meng haoran, Mifu, Pangtong.答：熊旅、刘秀、诸葛亮, 孟浩然，米芾，庞统。B10Q: Could you recommend some special local restaurant for me? 有好的当地的餐馆推荐吗？A: There are many local restaurants in North Street Xiangcheng distract which is 7kms away from our
43、 hotel. It is very famous for its snacks, such as cold noodle, butter noodle, wound hoof, langoustine and some other Hubei cuisine.答：距酒店 7 公里远的襄城区北街有很多本地餐馆和小吃，是著名的小吃街。小吃有凉面、牛油面、襄樊缠蹄、宜城大虾，另外还有其他湖北菜。B11Q: Where can I buy some Hubei specialties? 哪里可以买到湖北特产？A: You can buy it in the China Resources Vangu
44、ard which is located on Wanda shopping mall. 答：您可以到万达商业步行街上的华润超市去购买。B12Q: Where is the nearest bank & post office? 离酒店最近的银行及邮政局在哪里？A: On the No. 99 Zhongyuan road, there is a Postal Savings Bank oof China. Its about 1.6kms far. It takes you about 8 minutes to get there by car.答：中国邮政七里河邮政营业厅，距酒店 1.6
45、公里，约 8 分钟车程。B13Q: Where is the nearest drugstore? 离酒店最近的药店在哪里？A: The nearest drugstore is Zhang Zhong Jing Pharmacy which is on the Zizhen road.Its about 340 meters far. It takes you about 10 minutes to walk there.答：离酒店最近是药店是位于紫贞路上的仲景大药房。距酒店约 340 米，步行 10 分钟即可到达。B14Q: Where is the nearest cinema? 离酒店最近的影城在哪里？A: You can walk to Wanda Cinema which is located on Wanda shopping mall.答：你可以到步行街上的万达影城去欣赏电影。B15Q: Where is the nearest electronic game hall? 离酒店最近的电玩城在哪里？A:There is a electronic game hall which is located on Wanda shopping mall.答：万达商业步行街上就有一家电玩城大玩家。B16Q: Where is the
