酒店产品知识手册

金鹰国际房产集团介绍

金鹰国际房产集团是金鹰国际旗下专业从事商业地产开发的集团，拥有房地产开发一级资质。致力于城市核心区商业综合体和商业街区的开发、建设和运营管理。

截至2015年底，金鹰已开工在建面积超过470万平方米，业态有高档百货、五星级酒店、写字楼、住宅、商铺等，预计三年内，全集团建筑面积将达到1000万平方米，自持商业面积超过350万平方米。

金鹰国际酒店管理公司及旗下酒店介绍

金鹰国际酒店管理公司创建于2006年7月，在南京、昆明、盐城、芜湖、昆山、马鞍山、徐州、苏州·吴江等地独资经营并打造出当地最具影响力的豪华商务酒店典范，更将呈现国际顶级品牌的奢华型酒店。致力于为宾客提供“比承诺做的更好”的超值体验和贴心关怀，为社会做出卓越贡献，成为中国酒店行业中的佼佼者与领跑者，实现公司的永续经营和蓬勃发展！

1. 酒店集团的全称是什么？

 What’s the official name of our corporation?

 洲际酒店集团

 InterContinental Hotels Group

2. 洲际酒店集团现任首席执行官是谁?

  Who is the Chief Executive Officer of IHG?

  柏思远

  Keith Barr

3.洲际酒店集团的愿景是什么？

 What’s the vision of InterContinental Hotels Group?

 成为全世界最杰出的公司之一

 Become one of the world’s great companies

4.如何解读我们的愿景？

 How to summarize our vision?

 当我们拥有杰出的品牌；有杰出的员工为此努力；他们分享和认同杰出的价值观；并采用 杰出的工作方式，就能成为全世界最杰出的公司之一。

 We have great brands，delivered by great people, who share great values, with great ways of working, when all of these things are in place, we will be one of the world’s great companies.

5.洲际的价值观是什么？

 What are the IHG values?

 “致胜之道”体现洲际的价值观。

 The Winning Ways represents the core values

 做对的事 Do the Right Thing            

 追求卓越 Aim Higher

 协作共赢 Work Better Together          

 体现关爱 Show We Care

 求同存异 Celebrate Difference

6.洲际酒店集团共有多少个酒店品牌，分别是哪些？

  How many brands does Inter Continental have? Which are They?

  目前共12个品牌  Total 12 brands

  洲际（Inter Continental）    华邑（HUALUXE）        皇冠假日（Crowne Plaza ）           

  英迪格（Hotel INDIGO）     假日（Holiday Inn）       智选假日（Holiday Inn Express）      逸衡（EVEN HOTELS）       Holiday Inn Resort,         Holiday Inn Club Vocations,         STAYBRIDGE,   CANDLEWOOD,  KIMPTON

7.皇冠假日的品牌定位是什么？

  What’s our brand promise?

  功成 旅就

  Traveling for Success

8.什么是“皇冠假日”的品牌服务行为?

  What’s the service behavior of Crowne Plaza brand?

  先行一步 用心服务

 One Step Ahand

9.什么是洲际酒店集团承诺？

  What’s IHG Commitment /What are we going to do for our people?

  让员工可以“尽炫自我” Room to be Yourself

  √ 成功的开始 Room to have a great start

  √ 参与的机会 Room to be involved

  √ 成长的空间 Room to grow

  √ 自我的空间 Room to be yourself

10.员工融入度调查的名称是什么？

   What’s the name of the Employee Engagement Survey?

   员工心语调查

   Colleague HeartBeat

11.酒店的致胜指数是什么？

  What are our hotel Winning Metrics?

General FAQ (1-41)

1. 洗手间在哪里？Where is the washroom?

洗手间在长走廊的两边，墙上有标识。让我带您过去。

Along the corridor. There are signs on the wall. Let me show you the way.

2. 早餐在哪里? Where can I have breakfast?

9楼，环球自助餐厅，早6:00-10:00，周六，周日延迟半小时收餐，每位128元。带上您的房卡就可以了。（如客人携带小孩，则告知客人，1.2米以下小孩全免，1.2-1.4米小孩五折）。您可以在这里乘电梯。

In Spice Market Restaurant on the 9th floor. Opening hours are from 6:00am to 10:00am and extending half an hour on Saturday and Sunday. RMB 128 net per person. Please take your room card holder along.（50% discount ) per child under 1.4m. Children under 1.2m are free of charge.）Please take the elevator here.

3. 购物中心怎么走？How to go to the Shopping Center?

乘电梯到一楼，沿左则的通道就可以到购物中心了。从酒店礼宾部正门右转即可到达金鹰购物中心B座。您可以在这里乘电梯。

On the 1st floor you take the left corridor that leads you directly to the Shopping Center. You can also turn right from hotel door to the new Golden Eagle Shopping Center。Please take the elevator here.

4. 火车站怎么走? How to go to the Railway Station?

请问您是去南京站还是南京南站？

（1）去南京站您可以乘出租车，大约9公里，30分钟车程，30元左右。乘地铁1号线约11分钟，票价2元，地铁站口到酒店约3分钟路程。

（2）去南京南站您可以乘出租车，大约 15 公里，40分钟车程，45元左右。乘地铁1号线约20分钟，票价2元，地铁站口到酒店约3分钟路程。

Where are you going, Nanjing Railway Station or Nanjing South Railway station?

（1）Nanjing Railway Station is 9 km away and takes 30 minutes by Taxi. The taxi fare is RMB30. Take 3 minutes by walk to Metro Station and 11 minutes to Railway Station. The Metro fare is RMB 2.

（2）Nanjing South Railway Station is 15 km away and takes 40 minutes by Taxi. The taxi fare is RMB45. Take 3 minutes by walk to Metro Station and 20 minutes to Railway Station. The Metro fare is RMB2.

5. 机场怎么走？How to go to the airport?

您可乘坐地铁1号线到南京南站换乘S1号线到机场，1小时左右到达，票价7元。您也可乘坐出租车到机场，大约40公里，40分钟左右的车程，150元。

You can by Metro Line1to Nanjing south railway station to transfer airport line S1 about 1 hour The Metro fare is RMB 

You can also take taxi, which is 40km away and 40mins normally. The taxi fare is RMB 150.

6. 酒店大堂/前台登记在哪里？Where is the hotel lobby? Where can I check in?

酒店大堂和前台接待都在七楼。让我带您过去。

The hotel Lobby and Reception counter are located on the 7th floor. Let me show you the way.

7. 酒店免费停车场在哪里？停车券在哪开？Where is the Parking lot? Where to get Parking coupon?

住店客人可以在B2楼和地面停车场免费停车，您可以在礼宾部领取停车券。用餐客人可以在B2楼免费停车3个小时,可以在用餐的餐厅领取免费停车券，在B2楼取车时出示停车券给酒店车管员即可。还有什么可以帮到您的吗？

Free parking is on basement II and ground parking lot for hotel guests, You can get the parking coupon from our Concierge on the 1st floor. For dinner guests, 3 hours free parking is provide on basement II, You can get the parking coupon in restaurant, Please show the parking coupon to our parking staff. Anything else I can do for you?

8．中餐厅（贵宾楼）怎么走? Where is the Chinese Restaurant?

在7楼，周一到周五，营业时间是11:00-14:00/17:00-21:00，周六，周日及节假日 9:30-14:30/17:00-21:00 提供淮扬和潮粤风味。需要我帮您预订吗？

On the 7th floor. Lunch is from 11:00am to 14:00pm on Monday to Friday and from 9:30am to 14:30pm on Saturday to Sunday. Dinner is from 17:00pm to 21:00pm.Specializing in “Nanjing” and Cantonese cuisines. May I make a reservation for you?

9. 自助餐厅在哪？Where is the Buffet Restaurant?

在9楼。自助早餐，早6:00-10:00，周六，周日延迟半小时收餐，每位128元净价；自助晚餐：以海鲜、烧烤和法式西点见长，多达120多种美味佳肴，晚17:30-21:30，每位228元。（如客人携带小孩，则告知客人，1.2米以下小孩全免，1.2-1.4米小孩五折）。需要我帮您预订吗？

On the 9th floor. Buffet Breakfast: Opening hours are from 6:00am-10:00 am and extending half an hour on Saturday and Sunday, RMB 128 net per person. Buffet Dinner: You can taste the freshest seafood, Barbecue, together with French pastry and more than 120 kinds of delicious food. Opening hours are from 17:30pm -21:30pm.RMB 228 per person. (50% discount per child under 1.4m.Children under 1.2m free of charge.）May I make a reservation for you?

10. 在哪坐地铁？Where can I take the Metro?

在新街口地下通道，步行只需3分钟。Three minutes walking to the Xinjiekou Metro Station.

11. 哪里可以订火车票和机票？Where can I book a train or air ticket?

在酒店51楼行政酒廊可以提供火车和机票预订服务。

You can reserve train or air tickets in our Crowne Plaza Club on the 51st floor.

12. 大堂吧在哪?在哪可以喝茶或咖啡? Where is the Lobby Lounge?

在7楼，营业时间是10:00- 23:00。我带您过去。

Our Lobby Lounge is located on the 7th floor from 10am to 11pm. Let me show you the way.

12. 客房可以上网吗? Can I access Internet in room?

酒店所有客房内都可以免费提供有线和无线上网服务，有线上网的网线在书桌上。如果有任何问题请随时与我们服务中心联系。分机：0。

Sure. We provide broadband Internet access in all guest rooms & suites for free. The broadband cable is on the desk. For any assistance you need, please contact us at Ext.0.

13. 在房间怎么打电话？How could I make a call in room ?

拨房间电话在房号前加6，市内电话加拨9，国内和国际长途加拨8。请问您拨市话，还是长途？

Dial "6" before the room number for room to room call. Dial "9" first for local Call and dial "8" first for Domestic and International Call. Would you like to dial a local call or a long distance call?

14.行政酒廊在哪里？Where is the Crowne Plaza Club ?

行政酒廊在51楼，提供早餐、下午茶和欢乐时光，预订行政楼层房间的客人即可免费享用行政酒廊（每个房间最多两位）。

Our Crowne Plaza Club on 51st floor ,we provide breakfast & afternoon tea & Happy hour ,the guest who reserved the Executive floor rooms can enjoy the Crowne Plaza Club for free.(Each room can enjoy 2 persons maximum)

15.行政酒廊的营业时间？What’s the Crowne Plaza Club opening time ?

行政酒廊早餐时间：07:00-10:00，下午茶时间：15:00-17:00，欢乐时光：17:00-20:00。

Crowne Plaza Club breakfast from 7:00am to 10:00am , Afternoon Tea time from 3:00pm to 5:00pm Happy hour from 5:00pm to 8:00pm.

16. 商务中心在哪里？Where is the Business Center?

51楼行政酒廊提供商务中心的服务，营业时间7:00-23:00，让我带您过去。

Our Crowne Plaza Club provide Business Center service, serving from 7:00am to 23:00pm. Let me show you the way.

17. 电梯在哪？能从一楼直达客房吗？Where is the elevator to the guest room?

乘坐三部带有‘Crowne Plaza’品牌标识的酒店电梯可直达客房。您可以从这里乘电梯。

You can take the hotel lift with our Crowne Plaza logo to your room directly. Please take the elevator here.

18. 哪里可以寄存行李和贵重物品？Where to keep luggage and valuable belongings?

礼宾部可以帮您寄存行李，住店客人可以到7楼前台使用贵重物品保险箱免费寄存贵重物品，房间里也配有小保险箱。还有什么我可以帮助您的吗？

You can keep your luggage in our concierge on the 1st floor for 24 hours after check-out. For your valuable belongings we have Safe Deposit Box service in Reception Desk which is free for in-house guests. The safe box is available in guest room . Is there anything else I can do for you?

19. 哪里有超市？Where is the supermarket?

金鹰国际购物中心B座负1楼有超市，周日至周四营业时间为9:30-22:00，周五、六会延迟半小时结束营业，酒店附近有沃尔玛超市及24小时营业的苏果便利店,打车只需五分钟。请问您需要购买什么物品？（推荐酒店现有的商品）

The Supermarket is on the basement 1st floor of the new Golden Eagle Shopping Center from 9:30am to 22:00pm on Sunday to Thursday, on Friday and Saturday until 

22:30pm. You can also go to the Wal-mart Supermarket. and SuGuo 24-hour Convenient Store, 5 minutes by taxi from our hotel. What would you like to buy?

20. 邮局在哪？Where is the Post Office?

邮局在德基广场街对面，步行约10分钟，营业时间8:30-11:30,14:30-16:00，周六、周日休息。您可以在这里乘电梯。

Post Office is across the street in Deji Plaza. Take 10 minutes by walk to Metro. Opening hours are from 8:30am to 11:30am and 14:30pm to 16:00pm on weekdays. You can take the elevator here.

21. 哪里可以乘坐机场大巴？Where can I take shuttle bus to the airport?

您可以乘出租车到南京南站再乘坐机场大巴，共约60元, 1小时车程。

You can take taxi to Nanjing South Station and then take airport shuttle, which will cost you RMB 60 and 1 hour driving.

22. 健身中心在哪？Where is the Health Club?

在9楼，营业时间7:00-23:00，住店客人可以免费使用健身、游泳、桑拿，乒乓球是40元/小时。您可以在这里乘电梯。   

Health Club is located on the 9th floor from 7am to 23pm. Our Gym, swimming pool, Sauna are free to all hotel guests. For table tennis, it is RMB 40 per hour. Please take the elevator here.

23. 酒店有没有地图? Do you have map？

您可以在一楼礼宾部领取免费的南京旅游地图。

You can get city tour map from our Concierge on the 1st floor.

24. 哪里可以吃到南京特色小吃？Where can I have Nanjing characteristics snacks?

您可以去德基广场购物中心7楼的南京大牌档，提供南京特色小吃，营业时间周日至周四为11:00-22:00，周五、周六及节假日为11:00-22:30，步行只需10分钟。

You can go to Nanjing Dapaidang Restraunt on 7th floor in Deji Paza serving ‘Nanjing’ snacks .Opening hours are from11:00am to10:00pm on Thursday to Sunday and from 11:00am to 10:30pm on Friday to Saturday. It takes you about 10 minutes by walk.

25. 酒店有自动取款机吗？Is there any ATM around the hotel?

酒店一楼有自动取款机。还有什么我可以帮助您的吗？

We have ATM on the 1st floor of this building. Is there anything else I can do for you?

26. 酒店地址、电话、传真号、邮编？What is the hotel's address, telephone number, fax number and post code?

酒店地址：南京市新街口汉中路89号，电话号码：025-84718888，传真号：025-84719999，邮编：210029。这张卡片上有酒店的名称、邮编、地址和免费订房电话。

Our hotel's address is No.89 Hanzhong road, Nanjing, Jiangsu Province. Telephone number is 025-84718888. Fax number is 025-84719999, and post code is 210029. This is hotel name card which give you all the information and our Toll Free Number.

27. 药店在哪里？/医院在哪？Where is the pharmacy? /Where is the hospital?

您好！最近的药店是益大药房，地址是汉中路129号，从酒店正门右边出口至汉中路，左转，走200米即到。您是哪里不舒服，需要我们陪您到医院吗？/最近的医院是江苏省中医院，地址是汉中路155号，从酒店正门右边出口至汉中路，左转，再直走过两个路口即到。步行只需10分钟，打车3分钟即到。需要我带您过去吗？（然后立即通知大堂经理客人的姓名、房号及情况)

The nearest pharmacy is Yida Pharmacy. the address is No.129 Han Zhong Road. You can turn right from hotel door to Han Zhong Road, then turn left, go straight ahead, you will find it. Do you feel bad? Shall I take you to the hospital?/ The nearest hospital is Jiangsu province hospital of TCM, the address is No.155 Han Zhong Road. You can turn right from hotel door to Han Zhong Road, then turn left, go straight ahead, you will find it on the second crossing, take 10 minutes by walk, and 3 minutes by car. (Inform AM guest's name, room number and situation.)

28. 天上人间怎么走？Where is the Paradise Club?

天上人间在7楼，营业时间为晚上8点至凌晨2点。让我带您过去。

The paradise Club is located on the 7th floor from 8pm to 2am in the early morning. Let me show you the way.

29. 哪里有手机充电器？Do you have a charger for mobile telephone?  

酒店的充电器是由客房部保存，可外借住店客人的。请问您手机是什么型号，需要送到您的房间吗？

Our Housekeeping department can provide chargers loan for our guests. May I know the type of your cell phone? Shall we send to your room?

30. 哪里可以复印或打印？Where can I copy and print?

51楼行政酒廊, 让我带您过去

In Crowne Plaza Club on the 51st floor. Let me show you the way.

31. 酒店有班车去火车站和机场吗？Do you have shuttle to train station or airport?

酒店没有班车到机场和火车站，但酒店提供礼宾车预订服务。需要我帮您预订吗？

We don't have shuttle bus to airport and train station. But we have hotel limo for reservation. May I make a reservation for you?

32. 在哪里可以买到香烟？Where can I buy the cigarette?

7楼大堂吧或者9楼环球自助餐厅有香烟出售。

You can buy the cigarette in our Lobby Lounge on the 7th floor or in our Spice Market on the 9th floor.

33. 南京有哪些好玩的地方？Where are the places worth visiting?

南京主要旅游景点有中山陵、莫愁湖、瞻园、中华门城堡、长江大桥等。酒店有“南京一日游”服务项目，每位260元，包含以上旅游景点。请问您需要预订“南京一日游”服务吗？

The famous scenic spots in Nanjing are Dr Sun Yet Sen’s Mausoleum, Mochou Lake, Zhan Garden, Zhonghuamen Citade, Nanjing Yangtze River Bridge.The day-tour package of Nanjing is RMB 260per person including the above scenic spots. May I make a reservation for you?

34. 洗衣什么时候返回？When do you deliver my laundry？

当天10:00前打电话通知我们收取的洗衣，当天下午18:00即可返回。其他时间收取的洗衣第二天下午18:00前返回。洗衣单和洗衣袋在房间行李柜的抽屉里和壁橱的藤篮里均可找到。如需加急洗衣，4小时后可以返回，收取双倍的洗衣费用。

Please call us to pick up before 10am, it will be returned before 18 pm on the same day; after 10am will be returned before 18 pm of the next day. The laundry form and bag are in the drawer of the cabinet or in the basket of the closet. There is an extra charge of 100% for express service which will be delivered within 4 hours.

35. 可以送餐到房间吗？May I order room service?

我们的房内用膳提供24小时送餐服务! 在您书桌抽屉里有我们的餐厅菜单、夜宵菜单和快速送餐菜单。我可以为您点单了吗？

Our room service is 24 hours and you can find the menu inside the drawer of office table. May I take your order now?

36. 美容美发在哪？有保健按摩吗？Where is the Beauty Salon?

美容美发在九楼，可以提供保健按摩服务。营业时间为上午9点至凌晨3点，让我带您过去。

The Beauty Saloon is located on the 9th floor. Massage service is available. Opening hours are from 9am to 3am in the early morning。Let me show you the way.

37. 哪里提供早午茶？Where can I have Morning Tea?

7楼金鹰贵宾楼的早午茶11:00-14:00；珠江路的翠香阁，营业时间为6:30-14:00/17:30-6:30，乘车约10分钟；德基广场的采蝶轩步行约10分钟。

You can enjoy morning tea in VIP Restaurant on the 7th floor from 11:00am to 14:00 pm. Cuixiangge Restaurant opening hours are from 6:30am to 14:00pm and 17:30pm to 6:30am, about 10 minutes by car. Caidiexuan Restaurant in Deji Plaza about 10 minutes by walk.

38. 酒店的雨伞可以带走或借走吗？Can I take or borrow the umbrella in room?

酒店的雨伞可以借用，如需带走费用为礼宾部红色伞50元/把，客房内紫色伞100元/把。您需要去哪里？

Sure, you can borrow it for free. If you take away, we only charge RMB 50 for the red one in concierge, and RMB 100 for the purple one in guest room. Where do you want to go?

39. 有电梯到达商场6楼吗？How can I go to the Shopping Center on the 6th floor?

乘坐电梯到一楼沿左侧通道可以到购物中心，购物中心内部电梯可以到达6楼。    

You can take the lift to1st floor and turn left to the Shopping Center, then take the lifts to 6th floor.

40. 优悦会会员有什么优惠？What are the benefits for IHG Rewards Club members?

会员最大的优惠是可以累积积分，积分可以用来兑换免费住房或航空里程。另会员通过IHG渠道订房可享受专享会员折扣、延迟退房和欢迎饮料券等礼遇，您只要留张名片我们就可以免费为您申请会员了。（名片交前台）

You can earn points to redeem airline miles or complimentary rooms. In addition, you can enjoy member price ,and you are entitled to have welcome drink coupon and free late check out benefits. Please leave your business card at Front Desk that you can be enrolled as our IHG Rewards Club member.

41.健身中心会员卡的售卖价格？What’s the price of gym card ?

健身中心有3中卡销售。金卡：1800/月、3800/季度、5800/半年、7800/一年

公司卡：25000 （指定4人实名制，一年中可更换一次使用者信息）家庭卡：14800

We have 3 kinds of card to sale..Gold : RMB 1800 per month 、RMB 3800 per quarter 、RMB 5800 half a year 、RMB 7800 one year

Corporate: RMB 25000 Specify the four people real-name system, can be replaced the user information once year

Family :  RMB 14800