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目录

TABLE OF CONTENTS

第一章 公司品牌篇 Company Information………………………………. 1（HR）

第二章 企业文化篇 Service Culture………………………………………. 3（HR）

第三章 饭店概况篇 Hotel Information…………………………………… 6（ROOMS）

第四章 宾客服务篇 Guest Services………………………………………. 9（ROOMS）

第五章 餐厅服务篇 Restaurant Services………………………………… 16（F&B）

第六章 公寓知识篇 Residences Information……………………………. 20（ROOMS）

第七章 水疗健身篇 Spa & Fitness Information…………………………. 22（ROOMS）

第八章 安全节能篇 Safety & Energy Saving…………………………….. 24（ROOMS）

第九章 人力资源篇 Human Resources Information……………………. 28（HR）

第十章 城市信息篇 City Information……………………………………. 32（ROOMS）

1

公司品牌篇

Company Information

问：万豪集团共拥有和管理几个品牌？

Q: How many brands does Marriott own and manage?

答: 三十三个。

A: Thirty-three.

问：请说出这三十三个品牌的名字？

Q: Mention these Thirty-three brand names?

答：丽思卡尔顿酒店和丽思卡尔顿隐世精品度假酒店、宝格丽酒店、瑞吉酒店、W 酒店、艾迪逊酒

店、JW 万豪酒店、豪华精选酒店、万豪酒店、威斯汀酒店、艾美酒店、万丽酒店、喜来登酒店、

Delta 酒店、万豪行政公寓、万豪度假会、傲途格精选酒店、臻品之选酒店、Design Hotels™、盖洛

德酒店、万怡酒店、福朋喜来登酒店、SpringHill Suites 酒店、万豪万枫酒店、Residence Inn 酒店、

TownePlace Suites 酒店、万豪 AC 酒店、雅乐轩酒店、源宿酒店、Moxy 酒店、Protea 酒店。

A: The Ritz-Carlton® and The Ritz-Carlton Reserve®, Bulgari®, St. Regis®, W®, EDITION®, JW Marriott®,

The Luxury Collection

®, Marriott Hotels®, Westin®, Le Méridien®, Renaissance® Hotels, Sheraton®, Delta

Hotels by MarriottSM, Marriott Executive Apartments®, Marriott Vacation Club®, Autograph Collection®

Hotels, Tribute Portfolio™, Design Hotels™, Gaylord Hotels®, Courtyard®, Four Points® by Sheraton,

SpringHill Suites®, Fairfield Inn & Suites®, Residence Inn®, TownePlace Suites®, AC Hotels by Marriott®,

Aloft®, Element®, Moxy® Hotels, and Protea Hotels by Marriott®

问：丽思卡尔顿酒店集团全球有哪个区域？

Q: How many geographical divisions does The Ritz-Carlton have?

答：5 个，分别是 1）美洲，2）欧洲，3）亚太区，4）中东，5）大洋洲。

A: 5 geographical divisions: 1) America, 2) Europe, 3) Asia-Pacific, 4) Middle East, 5) Oceania.

问: 第一家丽思卡尔顿酒店是哪一年开业的？

Q: When was the first Ritz-Carlton hotel opened?

答：1927 年波士顿丽思卡尔顿酒店开业。

A: 1927 The Ritz Carlton, Boston opened.

问：丽思卡尔顿酒店集团什么时候建立？

Q: When was The Ritz-Carlton Hotel Company, L.L.C. established?

答：丽思卡尔顿酒店集团建立于 1983 年。

A: The Ritz-Carlton Hotel Company, L.L.C. was established in 1983.

问：万豪集团什么时候，以那种方式收购了丽思卡尔顿酒店集团？

Q: When did Marriott acquire The Ritz-Carlton Hotel Company?

答：在 1998 年以股票形式收购了丽思卡尔顿。

A: Marriott acquired The Ritz-Carlton Hotel Company by stocks in 1998.

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问：中国区已开业的丽思卡尔顿酒店一共有几家？分别在哪个地方？

Q: How many Ritz-Carlton hotels opened in China? Where are they?

答：十六家。分别位于哈尔滨，北京华贸，北京金融街，天津，南京，上海浦东，上海波特曼，西

安，广州，深圳，香港，澳门，海口，三亚，成都，九寨沟。

A: Sixteen. They are in Harbin, Beijing Central Place, Beijing Financial Street, Tianjin, Nanjing, Shanghai

Pudong, Shanghai Portman, Xi’an, Guangzhou, Shenzhen, Hong Kong, Macau, Haikou, Sanya, Chengdu,

and Jiuzhaigou Valle.

问：请说出丽思卡尔顿酒店集团的十一项主要产品。

Q: Please mention eleven key products of The Ritz-Carlton Hotel Company.

答：酒店，目的地俱乐部，公寓，水疗，高尔夫，精品店，隐世精品度假酒店，领导力中心，餐饮，

会议及活动，丽思卡尔顿游轮。

A: Eleven. Hotels, Destination Clubs, Residences, Spa, Golf, Retail, Reserve, Leadership Center, Food &

Beverage, Meeting and Special Events, The Ritz-Carlton Yacht Collection.

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企业文化篇

Service Culture

问：我们的企业文化是什么？

Q: What is our corporate culture?

答：黄金标准。

A: Gold Standard.

问：我们的黄金标准是什么？

Q: What is the Gold Standard?

答：信条，员工承诺，座右铭，优质服务三步骤和服务信念。

A: Credo, Employee Promise, Motto, Three Steps of Service and Service Values.

问：我们公司的远景是什么？

Q: What is the vision of The Ritz-Carlton Hotel Company?

答：丽思卡尔顿能够激发灵感并带来生命中最具意义的旅程。

A: The Ritz-Carlton inspires life’s most meaningful journeys.

问：我们公司的使命是什么？

Q: What is the mission of The Ritz-Carlton Hotel Company?

答：提供真诚关怀和卓越的产品与服务，从而带来利润领导力。

A: Provide genuine care and exceptional products and services resulting in profit leadership.

问：我们的品牌承诺是什么？

Q：What is the Brand Promise?

答：铭刻永恒印记。

A: Creating indelible marks.

问：我们的品牌核心价值是什么？

Q: What is the Brand Core Values?

答：传奇，雅致，灵感

A: Legendary,Gracious,Inspiring.

问：5 个关键成功因素是什么？

Q: What are the information of five Key Success Factors?

答：通过黄金标准来巩固丽思卡尔顿成功秘诀, 激励出色的绅士和淑女们, 创造终生客人, 提供卓越

的产品和服务, 财务业绩最大化。

A: Strengthen The Ritz-Carlton Mystique Through Our Gold Standards, Inspire Exceptional Ladies and

Gentlemen, Create Guest for Life, Deliver Product and Service Excellence, and Maximize Financial

Performance.

问：我们公司的标志是什么？

Q: What is the logo of The Ritz-Carlton Hotel Company?

答：丽思卡尔顿的标志是狮子和皇冠的结合。皇冠是英国皇室的印章，狮子是财政支持的标志。

A: The Ritz-Carlton logo is a combination of lion and crown, which includes British royal seal (the crown)

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and the logo of a financial backer (the lion). z

问：优质服务三步骤是什么？

Q: What are the information of Three Steps of Service?

答：1、热情和真诚地问候。称呼客人的名字。

2、预见并满足每一位客人的需求。

3、欢欣道别。向客人热情地说再见，并称呼客人的名字。

A: 1. A warm and sincere greeting. Use the guest’s name.

2. Anticipation and fulfillment of each guest’s needs.

3. Fond farewell. Give a warm good-bye and use the guest’s name.

问：我们的座右铭是什么？

Q: What is the information of Motto?

答：我们以绅士淑女的态度为绅士淑女们衷诚服务。

A: We are ladies and gentlemen serving the ladies and gentlemen.

问：我们的信条是什么？

Q: What is the information of Credo?

答：我们的最高使命是令丽思卡尔顿成为一个让客人获得真诚关怀和舒适款待的地方。

我们承诺为客人提供最完善的个性化服务及设施，让客人时刻享受温馨、舒适而又优美的环境。

丽思卡尔顿体验让客人身心舒畅、幸福快乐，甚至可以满足客人内心未表达的愿望与需求。

A: The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.

We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm,

relaxed, yet refined ambiance.

The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed

wishes and needs of our guests.

问：我们的员工承诺是什么？

Q: What is the information of Employee Promise?

答：在丽思卡尔顿，我们的绅士淑女是对客服务承诺中最重要的资源。

通过实践信任、诚实、尊重、正直和承诺的原则，我们培养并充分发挥员工的天赋以达到个人和企

业的互利。

丽思卡尔顿致力于创造一个尊重多元化、提高生活质量、实现个人抱负、巩固“丽思卡尔顿成功秘诀”

的工作环境。

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment

to our guests.

By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize

talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced,

individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

问：CTQ 代表的是什么？

Q: What does CTQ stand for?

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答：质量承诺。

A: The Commitment to Quality.

问：新入职的员工必须要完成哪几个课程？

Q: What training courses must be completed by the new joined employee at The Ritz-Carlton?

答：新员工入职培训，21 天培训，挑战卡，优质服务三步骤，半年茶话会和 365 天。

A: There are New Employee Orientation, Day 21, Challenge Card, Three Steps of Service, Sixth Month

Check-in, and Day 365.

问：第六颗钻石是什么？三个不同的层次代表什么？

Q: What does the Sixth Diamond Mean? And what are the three different levels?

答：第六颗钻石代表服务行业中的一个新标杆, 以及实现员工和客人忠诚的三个层次。三个不同的

层次代表分别是功能，情感投入和秘诀三个层次。

A: The Sixth Diamond is our unique benchmark which goes beyond the highest hotel rating system in USA

to achieve our quality and service excellence goal worldwide. Functional, Emotional Engagement and

Mystique level.

问: 我们通过什么调查顾客满意度？

Q: What do we use to conduct our Guest Satisfaction Survey?

答：顾客之声。

A: Guest Voice.

问: 我们请哪个公司进行员工敬业度度调查？

Q: Which company conducts our Employee Engagement Survey?

答：Perceptyx。

A: Perceptyx.

问: 丽思卡尔顿有关社会和环境责任的活动叫什么？

Q: What is social and environmental responsibility program in The Ritz-Carlton?

答：社区足迹活动。

A: Community Footprints.

问：社区足迹活动的三大支柱是什么？

Q：What is The Three Pillars of Community Footprints?

答：关爱儿童，救济扶贫，环境保护

A: Child Well-Being, Hunger and Poverty Relief, Environmental Responsibility

问：什么是万豪旅享家？

Q: What is Marriott Bonvoy?

答：万豪旅享家的名称源自法语“bon voyage”，意为“旅途愉快”。

A: The name of Marriott Bonvoy is derived from the French word for \"good journey.\"

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问：尊贵会籍等级有哪些？

Q: What are the levels of membership？

答：万豪旅享家尊贵银卡会员；

万豪旅享家尊贵金卡会员；

万豪旅享家尊贵白金卡会员；

万豪旅享家尊贵钛金卡会员；

万豪旅享家尊贵大使会员。

A: Marriott Bonvoy Silver Elite;

Marriott Bonvoy Gold Elite;

Marriott Bonvoy Platinum Elite;

Marriott Bonvoy Titanium Elite ;

Marriott Bonvoy Ambassador Elite.

问：说出万豪旅享家尊贵银卡会员礼遇有哪些？

Q: Name The benefit of Silver Elite members receive？

答：每年 10 个合格房晚。

A: 10 Nights/Year.

问：说出万豪旅享家尊贵金卡会员礼遇有哪些？

Q: Name The benefit of Gold Elite members receive.

答：每年 25 个合格房晚。

A: 25 Nights/Year.

问：说出万豪旅享家尊贵白金卡会员礼遇有哪些？

Q: Name The benefit of Platinum Elite members receive.

答：每年 50 个合格房晚。

A: 50 Nights/Year.

问：说出万豪旅享家尊贵钛金卡会员礼遇有哪些？

Q: Name The benefit of Titanium Elite members receive.

答：每年 75 个合格房晚。

A: 75 Nights/Year.

问：说出万豪旅享家尊贵大使会员礼遇有哪些？

Q: Name The benefit of Ambassador Elite members receive.

答：每年 100 个合格房晚以及符合资格的年消费达 2 万美元。

A: 100 Nights + $20K Rev/Year.

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问：说出高博卡计划中的一个优惠政策。

Q: Name 1 benefit of Cobalt Card program.

答：能升级到最佳房型包括总统套房。

A: Upgrade to best available accommodations, upon arrival including suite if applicable.

问：说出高博卡计划中的一个限制。

Q: Name 1 restriction of Cobalt Card program Program may only

答：只能和现有会员讨论这个项。

A; Be discussed with current members.

问：说出银卡会员的两项权益。

Q: Name 2 benefits Silver Elite members receive

答：1. 10%的额外积分; 2. 优先延迟退房 。

A:1. 10% bonus points 2. Priority late check-out.

问：说出金卡会员的两项权益。

Q: Name 2 benefits Gold Elite members receive.

答：1. 25%的额外积分; 2. 延迟退房至下午 2 点 （根据酒店入住情况而定）。

A: 1. 25% bonus points 2. 2pm late check-out (based on availability) .

问：说出白金卡会员的两项权益。

Q: Name 2 benefits Platinum Elite members receive.

答：1. 50%的额外积分; 2. 延迟退房至下午 4 点。

A: 1. 50% bonus points 2. 4pm late check-out.

问：白金卡/钛金卡/大使会员的欢迎礼物是什么？

Q: What is the Platinum Elite/Titanium Elite and Ambassador Elite member welcome gift?

答：1,000 积分馈赠。

A: 1,000 Rewards points.

问：哪一个级别的会员能享受大使服务？

Q: Which Bonvoy member tier receives Ambassador Service?

答：大使会员。

A: Ambassador Elite.

问：酒店的特色香味是什么？（大堂香味）

Q: What is hotel's signature scent (Lobby scent)?

答：黑兰花。

A: Black Orchid .

问：我们如何报告或者记录客人喜好？

Q: How we report or document Guest Preference?

答：填写顾客喜好表，存入 GXP 系统。

Q: Guest Preference Pad, GXP .

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饭店概况篇

Hotel Information

问：请说出广州富力丽思卡尔顿酒店的地址，邮编，电话号码?

Q: What is the address, post code, telephone and fax numbers of The Ritz-Carlton, Guangzhou?

答：地址：中国广州市天河区珠江新城兴安路 3 号及冼村路 5 号

邮编：510623

电话号码：(86-20)3813 6688

A: 3 Xing An Road and 5 Xian Cun Road, Pearl River New City, Tianhe District, Guangzhou, China

Post Code: 510623

Telephone Number: (86-20)3813 6688

问：请说出我们酒店开业的时间。

Q: When is the opening date of the hotel?

答：2008 年 3 月 11 号。

A: March 11, 2008.

Q: Who is the General Manager of The Ritz-Carlton, Guangzhou?

A: Mr. Dale Parkington.

问：谁是广州富力丽思卡尔顿酒店的总经理？

答：岱云森先生。

问：客人车库在几层？

Q: Which floor is the guest parking lot?

答：地下三层, P1, P2, P3。

A: Basement 3.

问：汽车充电桩在哪里？

Q: Where is the Car Battery Charger in the hotel?

答：P1 层的 A42 和 A43 车位。

A: P1, A42 & A43.

问：从酒店步行到珠江需要花费多长时间？

Q: How long does it take from the hotel to the Pearl River by foot?

答：10 分钟。

A: 10 minutes.

问：从酒店到广州白云机场坐车需要花多少时间？

Q: How long does it take from the hotel to Guangzhou Baiyun International Airport by car?

答：大约 45 分钟的车程。

A: About 45 minutes.

问：从酒店到广州火车站坐车需要花多长时间？

Q: How long does it take from the hotel to Guangzhou Train Station by car?

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答：大约 25 分钟。

A: About 25 minutes.

问：从酒店到广州火车东站坐车需要花多长时间？

Q: How long does it take from the hotel to Guangzhou East Train Station by car?

答：大约 15 分钟。

A: About 15 minutes.

问：我们酒店的网址是什么？

Q: What is our hotel’s website address?

答：www.ritzcarlton.com/zh-cn/hotels/china/guangzhou

A: www.ritzcarlton.com/guangzhou

问：谁是广州富力丽思卡尔顿酒店的业主？

Q: Who is the owner of The Ritz-Carlton, Guangzhou?

答：广州富力地产股份有限公司。

A: R&F Properties Co., Ltd

问：广州富力丽思卡尔顿酒店外观是由哪家建筑公司设计的？

Q: Who is the architect of The Ritz-Carlton, Guangzhou?

答：美国 WAT & G.事务所。

A: WAT & G.

问：我们酒店的情景主题是什么？

Q: What is the Scenography of our hotel?

答：臻品，生活，赏味：广州。

A: Cherish, Live, Taste: Canton.

问：我们酒店共有多少层？

Q: How many floors does the hotel have?

答：38 层（不包括 13, 14, 24, 34 层）。

问：我们有多少间酒店客房和多少间公寓客房？

Q: How many hotel rooms and residence rooms do we have?

答：350 间酒店客房和 91 间公寓。

A: 350 hotel rooms and 91 residence rooms.

问：我们行政楼的行政楼层共有几层？分别是？

Q: How many Executive floors do we have?

答：3 层，分别是 33，35，36。

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A: 3 floors, they are 33F, 35F, 36F,.

问：我们的水疗和健身中心在哪里？

Q: Where is the Spa & Fitness Center?

答：酒店 4 层。

A: 4th Floor.

问：我们酒店的游泳池是室内还是室外的？

Q: Is our swimming pool indoor or outdoor?

答：室外的。

A: Outdoor.

问：我们的游泳池深度多少？

Q: How deep is our swimming pool?

答：0.9 至 1.4 米。

A: 0.9-1.4 meter.

问：我们的总统套房在哪里？总统套的名字是什么？房号是多少？

Q: Where is the Presidential Suite? What’s the name of the Presidential Suite? What’s the room number?

答：38 层，丽思卡尔顿总统套房，3808 房间。

A: 38th Floor, The Ritz-Carlton Presidential Suite, 3808.

问：C.A.P.E.代表什么？

Q: What does C.A.P.E. stand for?

答：我们遇到火警的处理程序 C－关门，A－启动报警装置，P－拨打紧急电话, E－疏散。

A: C – close the door, A – activate the alarm, P – phone emergency number, and E – evacuate.

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Guest Services

宾客服务篇

问：打扫一间客房需要多长时间？

Q: How long time does it usually take for a room attendant to clean a guestroom?

答：有客房 30 分钟左右，离店房 40 分钟左右。

A: Occupied room is about 30 minutes; check-out room is about 40 minutes.

问: 洗衣房向客人提供哪些服务？

Q：What services do the Laundry department offer to guests?

答: 湿洗，干洗，熨烫和缝补。

A: Laundry, dry-cleaning, pressing and mending.

问：如果客人在中午 12 点前送洗衣物，什么时候可以取回？

Q: When would guests get their laundry back if they send before 12:00 noon?

答：当晚 6 点之前。

A: Usually before 6:00pm on the same day.

问：客房内浴袍的售价是多少？

Q: What is the selling price for a hotel bathrobe?

答：珊瑚绒浴袍的正常尺寸售价为人民币 1100， 加大尺寸售价为人民币 1300 元，加加大尺寸售价

为人民币 1400 元。

A: RMB1100 for regular size, RMB1300 for XL Size and RMB1400 for XXL Size of a coral velvet

bathrobe.

问：客房配备的雨伞售价为多少？

Q: What is the selling price for a hotel umbrella?

答: 人民币 100 元。

A: RMB100.

问：客房内电源电压为多少？

Q: What is the electricity voltage in the guestrooms?

答：220 伏。

A: 220 volts.

问: 酒店客房是否有电吹风？位置在哪里？

Q: Is the hair dryer available in the guestrooms?

答：有。放在洗手盆下抽屉里。

A: Yes. It is in the drawer of the vanity counter.

问：客房内是否有私人保险箱？

Q: Is the safe available in the guestrooms?

答: 有。保险箱在电视柜下方或在衣柜里。

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A: Yes. For Deluxe Room, it is in the TV cabinet. For Suite rooms, is in the walk-in wardrobe.

问：客房内的自来水可否直接饮用？

Q: Is the tap water in guestrooms drinkable?

答：不可以。

A: No.

问：除了小冰箱里的食品饮料外，客房里的四瓶矿泉水是否要收费？

Q: Are the four bottles of mineral water outside the refreshment center (minibar) complimentary?

答：不用收费。

A: Yes.

问：小酒吧外的袋泡茶和咖啡是否免费？

Q: Are the coffee and tea bags outside the minibar complimentary?

答：是。

A: Yes.

问：客房内可收到多少个电视频道？

Q: How many TV channels are there available in the guestrooms?

答: 47 个电视频道。

A: 47 TV Channel.

问：客人用自己的手提电脑是否可以在房间上网？

Q: Can guests connect their laptop to the internet in the guestroom?

答：可以。所有的客房都有宽带和手提电脑接口。

A: Yes, both wired and wireless broadband are available in all guestrooms.

问：开夜床服务一般在几点开始？

Q: What time does the turndown service usually start?

答：通常 17:00-21:30。

A: It usually 17:00-21:30.

问：按公安局规定，一般在几点之后访客不允许进入客人房间？

Q: According to the PSB (Public Security Bureau) regulations, after what time is visitor not allowed to

enter guestrooms?

答：夜晚 11 点之后。

A: After 11pm.

问：客房内共有几部电话，分别在哪里？

Q: How many telephones are provided in each guestroom? Where are they placed?

答：共 3 部。分别在床头柜上，书桌上及卫生间墙上。

A: Three telephones – IP Phone on the writing table; Analog phone in the toilet; and one Wi-Fi set at the

bedside table.

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问：如何在客房内拨打市内外线电话？

Q: How does one make a local phone call from the guestroom?

答：先拨 9，再拨电话号码。

A: Dial 9 before the local phone number.

问：客人在客房内遗忘的物品会被保存在哪里？

Q: Where are guests’ lost items kept?

答：客房部办公室里的失物招领处。

A: Housekeeping – Lost & Found.

问：酒店是否每天提供客人免费的报纸？

Q: Does the Hotel provide newspaper to guests free of charge every day?

答：是。

A: Yes.

问：紧急疏散图摆放在哪里？

Q: Where is the Emergency Evacuation Map posted?

答：在客房进门后面。

A: Behind every guestroom door.

问：请勿打扰和清洁客房的开关按钮在哪里？

Q: Where are the switches for DND (Do Not Disturb) and Cleaning Room indicators in the guestroom?

答：在床头控制面板。

A: At the control panel located at the bedside table.

问：客房部是否提供电源插座及变压器？

Q: Does Housekeeping provide adapter and electricity transformer to guests?

答：客房提供电源插座，变压器可以从客房部办公室借用。

A: The adapter is provided and the transformer can be borrowed from HSKP Office.

问：客房内配置的手电筒放在客房的哪个位置？

Q: Where is the flashlight placed in the guestroom?

答：衣柜内。

A: In the closet.

问：客房内一般配置几个衣架？客人可否要求增加？

Q: How many hangers are placed in each guestroom? Would guests receive more hangers if necessary?

答：单间：六个裙架，六个男士衣架和三个丝绸衣架。

套房：三个西装衣架，六个裙架，六个男士衣架和三个丝绸衣架，如客人要求，还可增加。

A: Six clip hangers, six men’s hangers and three silk hangers for single rooms.

Three coat hangers, six clip hangers, six men’s hangers and three silk hangers for single rooms.

Additional hangers will be provided upon request.

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问：客房内提供增湿器和空气净化器吗？

Q: Can a humidifier and/or air purifier be provided to the guest?

答：如果需要的话，可以提供。

A: Yes, the humidifier and air purifier can be provided upon request.

问：客房电话铃声是不是可以关闭？

Q: Can the telephone ring tone in the guestroom be switched off?

答：不可以关闭，但是可以调低音量。

A: No, it can only be adjusted to a lower volume.

问：客房内无线上网是怎么收费的？

Q: How much does it cost to use Wireless LAN/WLAN in the guestroom?

答：住店客人免费使用

A: Free.

问：我们在客房提不提供防毒面具?提供几个?位置在哪里？

Q: Are emergency masks available inside the guestroom?

答：提供。我们提供 2 个紧急使用的面具，放在衣橱的架子上面。

A: Yes, we provide 2 masks on the high shelf of the wardrobe for emergency use.

问：客房提供几个行李架？

Q: How many luggage racks are there in the guestroom?

答：只有卡尔顿套房和总套才提供一个行李架，是可折叠的行李架。如客人要求，可以增加

A: One luggage rack in each Carlton Suite and RC Suite. Luggage racks are available upon request in other

room categories. . Additional hangers will be provided upon request.

问：房间有雨伞提供给我们的客人吗？

Q: Does the hotel provide umbrellas in room?

答：有。普通房间有一把，套房有两把，总套有五把。

A: Yes, there is one umbrella in each Deluxe & Club Room and two in Suite and five in the RC Suite.

问: 我们会提供健康秤给客人吗？

Q：Does the Hotel provide weighing scale for guests?

答: 会，我们的套房都配有一个，其他房间客人如有需要，我们也向其提供。

A: Yes, one weighing scale is available in each Suite. Others are on request basis.

问：酒店是从哪层楼到哪层楼？

Q: Which floors are the Hotel guestrooms located?

答：酒店是从 20 楼到 38 楼。

A: Between 20F to 38F.

问：公寓是从哪层楼到哪层楼？

Q: Which floors are the Residences rooms located?

答：公寓是从 6 楼到 19 楼。

A：Between 6F to 19F.

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问：酒店有几间残疾人房？

Q：How many Handicap rooms are there in the Hotel?

答：4 间。分别是 2026,2702,2723 和 2803。

A: 4 rooms – they are 2026, 2702, 2723 and 2803.

问：公寓有几间残疾人房？

Q：How many Handicap room are there in the Residences?

答: 2 间。分别是 607 和 609。

A: 2 rooms – they are 607 and 609.

问：行政酒廊在哪里？

Q: Where is the Club Lounge?

答：33 楼。

A: 33F.

问：酒店有几层非吸烟楼层？

Q: How many non-smoking floors are there? Which are they?

答：15 层。分别是 21F, 22F, 23F, 25F, 26F, 27F,28F, 29F, 30F, 32F, 33F, 35F, 36F,37F 和 38F.

A: 15 floors ,21F, 22F, 23F, 25F, 26F, 27F 28F, 29F, 30F, 32F, 33F, 35F,36F, 37F and 38F.

问：我们是否有咖啡机提供给客人？

Q: Does the Hotel provide Coffee machine in the guestrooms?

答：有。每个房间都配有一台咖啡机。

A: A coffee machine in every rooms.

问：我们酒店有几间有阳台的房间？

Q: How many rooms with balcony are there in our hotel? And which are they?

答：11 间。分别是 3602,3608,3611,3618,3702,3708,3711,3718,3808,3815 和 3820。

A: 11 rooms – 3602, 3608, 3611, 3618, 3702, 3708, 3711, 3718, 3808, 3815 and 3820.

问：我们酒店共有多少种房型？

Q: How many room types do we have?

答：二十种。它们分别是丽思大床客房，丽思双床客房，尊贵城景大床客房，尊贵城景双床客房，

歌剧院江景大床客房，歌剧院景双床客房，广州塔江景大床客房，广州塔江景双床客房，广州塔珠

江全景客房，丽思城景套房，丽思广州塔江景套房，行政城景大床客房，行政城景双床客房，行政

广州塔江景大床客房，行政广州塔江景双床客房，行政城景套房，行政广州塔江景套房，卡尔顿城

景套房，卡尔顿广州塔江景套房，丽思卡尔顿总统套房。

A: We have twenty types of room. They are Deluxe King Room, Deluxe Twin Room , Premium City View

King Room, Premium City View Twin Room, Opera River View King Room, Opera River View Twin

Room, Canton Tower River View King Room, Canton Tower River View Twin Room, Grand Canton

Tower River View King Room, Deluxe City View Suite, Deluxe River View Suite, Club City View King

Room, Club City View Twin Room, Club Canton Tower River View King Room, Club Canton Tower River

View Twin Room, Club City View Suite, Club Canton Tower River View Suite, Carlton City View Suite,

Carlton Canton Tower River View Suite, The Ritz-Carlton Suite.

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问：每种房型分别有多少间？

A: How many rooms are there in each room types?

答：丽思大床客房 32 间，丽思双床客房 16 间，尊贵城景大床客房 53 间，尊贵城景双床客房 38 间，

歌剧院江景大床客房 28 间，歌剧院景双床客房 15 间，广州塔江景大床客房 57 间，广州塔江景双床

客房 25 间，广州塔珠江全景客房 7 间，商务城景套房 8 间，商务广州塔江景套房 10 间，行政城景

大床客房 25 间，行政城景双床客房 7 间，行政广州塔江景大床客房 12 间，行政广州塔江景双床客

房 1 间，行政城景套房 4 间，行政广州塔江景套房 4 间，卡尔顿城景套房 4 间，卡尔顿广州塔江景

套房 4 间，丽思卡尔顿总统套房 1 间。

They are 32 Deluxe King Rooms, 16 Deluxe Twin Rooms ,53 Premium City View King Rooms, 38

Premium City View Twin Rooms, 28 Opera River View King Rooms, 15 Opera River View Twin Rooms,

57 Canton Tower River View King Rooms, 25 Canton Tower River View Twin Rooms, 7 Grand Canton

Tower River View King Rooms, 8 Executive City View Suites, 10 Executive Canton Tower River View

Suites, 25 Club City View King Rooms, 7 Club City View Twin Rooms, 12 Club Canton Tower River View

King Rooms, 1 Club Canton Tower River View Twin Room, 4 Club City View Suites, 4 Club Canton

Tower River View Suites,4 Carlton City View Suites, 4 Carlton Canton Tower River View Suites, 1 The

Ritz-Carlton Suite.

问：酒店是否有连通门的房间？共有多少套？

Q: Do we have connecting room? How many connecting rooms do we have?

答：有的，一共是 45 套。

A: Yes, we have 45 connecting rooms in total.

问：连通房的类型有哪几种？

Q: How many types of connecting room do we have?

答：两种。我们分别有 29 间内部连通和 16 间外部连通房。

A: Two. We have 29 internal connecting rooms and 16 external connecting rooms respectively.

问：单人床和双人床的尺寸是多少？

Q: How big are the single bed and double bed respectively?

答：单人床 – 1.30 * 2.00 米；

双人床 – 1.83 * 2.00 米。

A: Twin bed – 130mm * 200mm;

King bed – 183mm * 200mm.

问：房间可以提供什么类型的枕头?

答：房间标配的枕头是羽绒枕，可借用的是软胶枕、荞麦枕、丝绵枕、茶枕。

Q: What types of pillows can be provided in the room?

A: The standard pillow in the room is feather pillow,latex pillow,buckwheat pillow,silk pillow and tea

pillow can be borrowed.

17

餐厅服务篇

Restaurant Services

问：FOODS 的中文名字是什么？

Q: What is the Chinese name of FOODS?

答：FOODS 国际美食舞台自助餐厅。

A: FOODS International Food Theaters .

问：FOODS 餐厅什么时候提供零点服务？

Q: At what time is a-la-carte served at FOODS?

答：早上六点半到晚上十一点。

A: 06:30am to 23:00pm.

问：FOODS 餐厅什么时候提供自助早餐？

Q: At what time is buffet breakfast served at FOODS?

答：早上六点半到上午十点半。

A: 06:30am to 10:30am.

问：FOODS 餐厅什么时候提供自助晚餐？

Q: At what time is buffet dinner served at FOODS?

答：下午六点到晚上 10 点。

A: 18:00pm to 22:00pm.

问：The Churchill Bar 的中文名字是什么？

Q: What is the Chinese name of The Churchill Bar?

答：邱吉尔吧。

A: The Churchill Bar.

问：邱吉尔吧在几层？

Q: On which floor is The Churchill Bar located?

答：第三层。

A: Third floor.

问：LIMONI 的中文名字是什么？有什么特色？

Q: What is the Chinese name of LIMONI? What cuisines does it offer?

答：意轩，提供正宗的意大利菜。

A: LIMONI. Authentic Italian cuisine.

问：意轩什么时间营业？

Q: At what time is LIMONI open for business?

答：午餐：中午十二点到下午两点；晚餐：晚上六点到十点。

A: Lunch:12:00pm to 14:00pm; Dinner:18:00pm to 22:00pm.

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问：Lai Heen 的中文名字是什么？有什么特色？

Q: What is the Chinese name of Lai Heen? What cuisines does it offer?

答：丽轩，提供正宗粤菜。是 2018 年首版广州米其林指南一星餐厅。

A: Lai Heen, the Cantonese restaurant at The Ritz-Carlton, Guangzhou, is award as 1 Michelin-Starred

Restaurant the first edition of MICHELIN Guide Guangzhou 2018.

问：丽轩餐厅在几层？

Q: On which floor is Lai Heen located?

答：三层。

A: Third floor.

问：丽轩什么时间营业？

Q: At what time is Lai Heen open for business?

答：午餐：十一点半到下午两点；晚餐：晚上五点半到十点。

A: Lunch: 11:30am to 14:00pm; Dinner: 17:30pm to 22:00pm.

问：酒店的多功能厅在几层？

Q: On which floors are hotel function rooms located?

答：二层和三层。

A: Second floor and third floor.

问：酒店有多少多功能厅？

Q: How many function rooms does the hotel have?

答：豪华大宴会厅一间, 丽思卡尔顿宴会厅一间和五间多功能厅。

A: 1 Grand Ballroom, 1 The Ritz-Carlton Ballroom and 5 function rooms.

问：豪华大宴会厅一间和丽思卡尔顿宴会厅可以分为几个独立的宴会厅？

Q: Into how many small rooms can the Grand Ballroom and The Ritz-Carlton Ballroom be partitioned?

答：两个宴会厅均能分成 3 个独立的厅。

A: Three.

问：酒店内哪些餐厅有现场节目表演？

Q: At which F&B outlets have live music performance available?

答：邱吉尔吧, 大堂吧和丽轩。

A: The Churchill Bar, Pearl Lounge and Lai Heen.

问：酒店哪些地方供应雪茄？

Q: Which F & B outlets sell Cigar?

答：邱吉尔吧。

A: The Churchill Bar.

问：餐厅“生日优惠”的具体内容？

Q: What is the “Birthday Special” at F&B outlet?

答：提前 24 小时前预订, 你将会免费享用 1 份指定生日蛋糕。

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A: You can have a complimentary appointed birthday cake while you are booking in 24hours reservation in

advance.

Q: What are the prices to have buffet in FOODS?

A: Breakfast RMB 248net; Lunch:Mon.-Fri.:RMB 308net; Sat.-Sun.:RMB 388net;Dinner: Mon-Thu: RMB

568net; Fri-Sat: RMB 668net.

问：FOODS 餐厅的自助餐价格是？

答：早餐：人民币 248 元净价；

午餐：周一至周五人民币 328 元/位净价；周六至周日人民币 388 元/位净价

晚餐：周一至周四：人民币 568 元/位净价；周五至周日：人民币 668 元/位净价。

问：餐厅及酒吧是否可以无线上网？

Q: Can our guests use Wireless LAN/WLAN in our restaurants and bars?

答：可以。

A: Yes.

问：FOODS 自助餐厅的套票价格是多少？及使用权限？

Q: How much are the meal coupon package of FOODS Restaurant? Is there any condition to use the

coupon?

答：FOODS 午餐套票 – 人民币 2580/ 每套（包含 10 张餐券，有效期 3 个月）

FOODS 晚餐套票 – 人民币 4580/每套（包含 10 张餐券，有效期 3 个月）

FOODS 午餐套票仅限于每周一至周日自助午餐使用。

FOODS 晚餐套票仅限于每周一至周日自助晚餐使用。

A: FOODS Lunch Coupon – 2580RMB/ per set (including 10 coupons, valid for 3month)

FOODS Dinner Coupon – 4580RMB/ per set (including 10 coupons, valid for 3month)

1) FOODS Lunch Coupon can only be used for the lunch buffet from Monday to Sunday (each

coupon for one person).

2) FOODS Dinner Coupon can only be used for the dinner buffet from Monday to Sunday (each

coupon for one person).

Remark:

1） 特殊节假日或主题活动不适用。

2） 本券不可兑换现金，不设找赎。

3） 本券必须在有效期之内使用。

1) Coupon package is not suitable for special festivals and events period.

2) This coupon cannot exchange for cash or any other change.

3) This coupon can only be used in the valid period.

问：客房送餐部的运营时间是什么？

Q: What is the operation time for your hotel In Room Dining service?

答：我们酒店提供的客房送餐散点服务是 24 小时的。

A: IRD service operations for a-la-carte 24 hours.

20

公寓知识篇

Residences Information

问：公寓一共有多少套房?

Q: How many apartments are there in The Residences?

答：91 套。

A: There are 91 apartments.

问：公寓的房间从一房一厅到四房一厅的面积大小分别是多少?

Q: How big are the 1, 2, 3 and 4-bedroom(s) apartments respectively of Residences?

答：一房一厅-111 平方米，二房一厅-160 平方米，二房一厅（角落房）-170 平方米，三房一厅-191

平方米，四房一厅-275 平方米。

A: 1 bedroom apartment – 111 square meters；

2 bedroom apartment – 160 square meters；

2 bedroom apartment (Corner Room) – 170 square meters；

3 bedroom apartment - 191 square meters；

4 bedroom apartment - 275 square meters.

问：公寓前台的值班时间和内线电话是多少?

Q: What are the operating hours and the extension of The Residences lobby counter?

答：早上 7 点到晚上 11 点 00 分. 公寓前台内线号码是 8882 和 8883。

A: 7:00am. to 11:00pm. The Residences lobby counter can be reached at extensions 8882/8883.

问：公寓的电梯可以到达哪些楼层?

Q: Which floors can the lifts at The Residences (Lift 9 & 10) access?

答：公寓电梯可以到达: 停车场 P3 层, 公寓大厅, 4 楼和 6 至 19 楼. 除了公寓大厅, 其他楼层均需要

在电梯中插入公寓住户房卡方可到达。

A: The lifts can access P3 car park, lobby, level 4, and 6 – 19. Residence key card is required to access any

of the floors from these lifts except the Lobby Floor.

问：我们是否为公寓住户提供免费上网服务？

Q: Do we offer complimentary Internet Access for Residents?

答：是的，我们为公寓住户提供有线及无线免费上网服务。

A: Yes.

问：我们是否为公寓住户提供游泳池和健身中心免费使用？

Q: Do we offer complimentary access to swimming pool and fitness center for Residents？

答：是的，我们为公寓住户提供游泳池和健身中心免费使用。

A: Yes.

问：我们是否为公寓住户提供洗衣优惠?

Q: Do we offer Laundry discount for Residents？

答：是的，我们为公寓住户提供平均低至 6.5 折的洗衣优惠。

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A: Yes, we offer average 35% off discount on laundry service for residents. 0614

问：我们是否为公寓住户提供用餐优惠？

Q: Do we offer F&B discount for Residents?

答：是的，我们为公寓住户在 FOODS 全日餐厅提供自助早餐、午餐和周末早午餐最多 6 人用餐 5

折优惠，提供散点及自助晚餐 8 折优惠。另公寓住户在珍珠吧、丽轩、 意轩、邱吉尔吧及客房

送餐均享受 8 折优惠。

以上优惠不适用于宴会用餐、特殊节假日或特别推广期。

以上优惠只适用于食物及酒水部分。

以上优惠不得与其他折扣或优惠活动同时使用。

A: Yes, 50% discount at FOODS Breakfast Buffet, Lunch Buffet and weekend Brunch, maximum 6 persons

per meal. 20% discount of A LA Carte, Dinner Buffet and Sunday Brunch at FOODS. 20% discount at

Pearl Lounge, Lai Heen, LIMONI, Churchill Bar and In Room Dinning.

The above benefits do not apply to, Banquet, special holidays and promotions.

The above benefits are applicable to only food and beverage items.

The above benefits cannot be accumulative in any circumstance and in conjunction with any other offers or

promotions.

问： 我们是否为公寓住户提供用车服务优惠？

Q: Do we offer transportation discount for Residents?

答：是的，我们为公寓住户提供 8 折用车服务优惠。

A: Yes, we offer 20% discount on transportation facilities for residents.

问：我们是否为公寓住户提供水疗优惠？

Q: Do we offer Spa discount for Residents?

答：是的，我们为公寓住户提供指定水疗项目优惠。

A: Yes, we offer 20% discount on selected Spa Treatments for residents.

问：洗衣，用餐，用车及水疗优惠是否面向所有的公寓住客？

Q: Does the Laundry, F&B, Transportation and Spa discounts apply to all Residences?

答：不是，用餐优惠面向所有公寓住客，洗衣，用车及水疗优惠只对长住住户提供折扣（居住期间

包括或超过 6 个月）。

A: No, F&B discounts apply to all residents; Laundry, Transportation and Spa discount only apply for Long

Term Stay Residents. (Stays period include or more than 6 month).

22

水疗健身篇

Spa & Fitness Information

Q: Where is our Spa & Fitness facility area? How big is it?

A: Spa & Fitness facility locates on the hotel 4th floor, and is 4300 square meter.

问：我们的水疗和健身中心在哪儿？面积有多少？

答：我们的水疗和健身中心在酒店的 4 层，有 4300 平方米。

Q: When does our Spa & Fitness operate? How many types of memberships do we have?

A: It opens from 10:00am to 23:00pm，no more appointments accepted after 23:00pm.

We have 1-year Fitness Memberships including Single/ Couples / Family and Corporate card. 1-year

Spa Membership card: Silver / Gold / Platinum, available for sale.

问：我们的水疗及健身中心营业时间是什么?我们有哪些会员制？

答：Spa 营业时间是上午 10 点到晚上 11 点, 11:00 是最后的预约时间。

我们有一年健身卡：个人卡，双人卡，家庭卡，集团卡；一年水疗卡：银卡，金卡，白金卡。

Q: How many types of treatment rooms do we have in Spa?

A: We have total 8 spa treatment rooms including 6 treatment rooms, 1 couple suite and 1 deluxe suite.

问：我们水疗有多少间理疗房，分别包括？

答：我们有 8 间理疗房包括：六间护理房，一间双人房及一间豪华贵宾套房。

Q: What kinds of spa service do we offer? Do you have changing room in Spa?

A: We offer spa treatments/services including body massage, body treatments, facial treatments and

reflexology. We provide Spa male/ female changing room including Sauna, Steam hot-Jacuzzi and

relaxation lounge.

问：我们提供哪些水疗服务？是否提供更衣室？

答：我们提供水疗服务包括身体按摩、身体理疗、面部理疗和足部反射疗法，我们提供水疗男女更

衣室，包括干/湿蒸汽房，水力按摩池及休息大厅。

Q: When does the Spa & Fitness retail store boutique open?

A: Fitness Center opens from 6:00am to 22:00pm，Spa opens from 10:00am to 23:00pm.

问：水疗和健身中心精品店营业时间是什么时候？

答：健身中心营业时间是早上 6 点到晚上 10 点；水疗中心营业时间上午 10 点到晚上 11 点。

Q: When does our Fitness Center operate? What kind of Fitness facilities do we have?

A: Fitness center open from 6:00am to 22:00pm.(Gym 24 hours access for hotel guest), 7 days per week.

We have Italian-made Technogym Multi-media flat screen TV - Treadmills / Cross-Trainers /

Recumbent/Stationary bikes, strength-training equipment and free-weight dumbbells and fitness

Studio for guests.

问：我们的健身中心什么时候营业？我们能提供哪些健身设施？

答：健身中心营业时间早上 6 点到晚上 10 点（住店客人可以 24H 使用健身房），一周 7 天都营业。

我们有意大利进口的泰诺健健身器材，多媒体平面触摸电视——跑步机 / 交叉训练机 / 靠背式

自行车 / 立式自行车，力量训练的器械，哑铃及多功能瑜伽房提供给客人。

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Q: How many Fitness center services do we have?

A: We have two services including on-site personal fitness training and health/diet/lifestyle consultation.

问：我们有多少种健身服务？

答：我们提供两种健身服务包括即时个人健身训练和塑身咨询。

Q: How can you describe our swimming pool?

A: Our swimming heated pool with 28 degree Celsius, open from 6:00am to 22:00pm. The length of

swimming pool is 25 meters, the width is 10 meters and the depth is 0.9 to 1.4 meters. It also includes

male/ female locker area with steam room only.

问：你能介绍我们的游泳池吗？

答：我们是室外恒温游泳池常年温度保持在 28 度左右，每天早晨 6 点到晚上 10 点营业。游泳池长

为 25 米，宽为 10 米，深度为 0.9 到 1.4 米。泳池还包括带蒸汽室的男女更衣室。0628

Q: How many F & B service do we have in Spa area?

A: In-room dining menu is available to spa guests.

问：我们在水疗区域有哪些饮食提供？

答：我们为水疗的客人提供送餐服务。

Q: Do we have any event area inside Spa?

A: Yes. We have a tennis table.

问：我们的水疗区域有活动场所么？

答：有的。我们有乒乓球桌。

Q: Do we have any Hair Salon in Spa? What kind of services do we have in Salon?

A: Yes. We have Momo Hair Salon on the 4th Floor which operates from 10:00am to 21:00pm. It provides

salon services including hair cut/style/coloring and manicure/ pedicure and body waxing services.

问：我们在水疗中心有沙龙么？沙龙都能提供哪些服务？

答：有的。我们在四层有 Momo 美发沙龙，营业时间是上午 10 点到晚上 9 点。它提供剪发/ 造型/ 染

色，美甲和身体打蜡除毛等服务。

24

安全节能篇

Safety & Energy Saving

Q: May hotel associates run in the hotel?

A: No. You might hurt yourself, guests and/or other associates. Moreover, you might arouse suspicion and

anxiety.

问：员工是否可以在酒店里奔跑?

答：不可以。奔跑可能会跌伤，撞倒客人或其他员工。而且，奔跑可能会引起客人的疑问和紧张。

Q: Please mention 3 safety tips of trolley-handling?

A: 1) The object(s) on the trolley should not block your view.

2) Push the trolley with your both hands so that the trolley can be under your control.

3) When change the direction, you should lower your speed to avoid an accident.

问：请说出用手推车装运物品的 3 条安全规定？

答：1）手推车装运的物品不应该阻挡视线。

2）手推车装满物品后，应用双手推车，以保证车能在控制中前行。

3）手推车转方向前行时，应减慢速度，防止撞倒他人。

Q: If a guest claims that he has lost his property, what should we do?

A: We should report the incident to the Duty Manager and Loss Prevention. They will go to the scene; ask

the guest to fill in the Loss Event Report, and then make an investigation. If necessary, the Loss

Prevention will report the incident to the PSB for further investigation.

问：如果一位客人说在饭店丢失了贵重物品，我们应该怎么处理？

答：马上把此事报告给值班经理和防损部。他们会去现场，让客人填写遗失物品报告，然后展开调

查。如果需要的话，防损部会报告给警方，由警方开展调查。

Q: Please mention some tips for safe lifting?

A: 1) Inspect the object before lifting.

2) When lifting, place one foot near the object and the other slightly back and apart. Keep well

balanced.

3) Keep the back and head of your body straight; bend slightly at the knees and hips but do not stoop.

4) Use both hands and grasp the object using the entire hand.

5) Lift with the leg muscles. Keep the object close to the body; avoid twisting your body.

6) Apply proper tools and team work.

问：请列举一下提举物品的一些建议？

答：1）提举前估计下物品的重量。

2）提举时，将一只脚靠近物品，另一只脚略向后分开，保持平衡。

3）直起你的背和头，弯曲膝盖及臀，而不是腰，不要弯下上身。

4）用整个双手抱住物品，使用一个动作提举。

5）使用腿部肌肉提举，将物品靠近身体，避免身体扭转。

6）使用合适的工具，寻求团队合作。

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Q: For how long a time is a resigned or dismissed associate not permitted to enter the hotel?

A: 6 months, unless he/she is issued a permission from Human Resources.

问：凡是辞职或者辞退的员工多长时间不准进入酒店？

答：6 个月。如果离职员工有合理的原因回酒店，须得到人力资源部同意并有在职人员陪同。

Q: When you hear someone who is shouting “help” in the elevator, what should you do?

A: Dial “8902” to report the incident to the Loss Prevention; stay at the scene to comfort the person in the

elevator. Tell the trapped person that the rescue team is on the way. Don’t try to open the elevator by

yourself, because the elevator might move and injure the person inside. Talk to the person once every 2

minutes until Duty Engineer, Loss Prevention Team Leader and Duty Manager arrive at the scene.

问：当你听到有人在电梯里呼喊“救命”的时候，你应该怎么做？

答：拨打 8902 将此事报告防损部，停留在现场安慰被困人员。告诉被困人员救援人员正在路上。不

要试图自己打开电梯，避免电梯移动伤害到当事人。每两分钟和被困人员交谈一次，直到值班

工程师，防损部主管和值班经理到达。

Q: When you see someone who has gotten an electric shock, what should you do?

A: You should move the injured person from electric wire using an insulating material, e.g. a dry wooden or

rubber stick, or unplug the equipment. You should never move the injured person with bare hands;

otherwise, you may get an electric shock, too.

问：当发现有人触电时，你应该用什么方法将触电人员拉开？

答：应使用干燥木棍、橡胶杆等绝缘体将人与电源分开，或者切断电源。不能用手直接将人拉开，

因为人体是导电的，一旦救援者直接用肢体接触触电者，会一起被电击伤。

Q: When you see flooding caused by broken water pipe or storm, what should you do?

A: Dial “8902” to Loss Prevention or “0” to Service Express to report the incident, including

1)The location and cause of the flood(if known);

2) The reporter’s name and department;

3) The reporter’s location.

Then unplug all electrical equipments，elevators were raised to upper floors of flood-afffected areas,

remove them to a dry and safe place; wait for hotel ERT; assist them to deal with the flood.

问：当你看到因水管爆裂或者暴风雨而导致的水灾，你应该怎么办？

答：拨打”8902”给防损部或者”0”给电话服务中心，报告事件的过程，包括：

1）位置和水灾的原因（如果知道的话）；

2）报告者的姓名和部门；

3）报告者的位置。

然后，立即关闭受水灾影响区域的电器设备，电梯抬升至水灾影响区域上层，并将它们移到干

燥安全的地方，等待酒店应急小组到达后，协助他们进行救灾。

Q: When fire alarm in the guestroom goes off at 3.00 am, what should you do?

A: Notify Duty Manager and Call Center. The Duty Manager will call the guest to inform him of the

incident, and ERT need to enter the room for confirmation. If the room is not occupied, Duty Manager

and Supervisor of Loss Prevention Department and Duty Engineer of Engineering Department,

(Tripartite Emergency Team)

will use the master key to enter the door for investigation.

问：凌晨 3 点，客房火警警报器响了，你应该怎么办？

26

答：立即通知值班经理和总机。值班经理会打电话给客人并告知情况，ERT 需要进入客房进行确认。

如果客房无人应答的话，值班经理和防损部主管及工程部值班工程师，（三方应急小组）将会使

用万能钥匙进入房间检查。

Q: If a guest gives you a gift, can you bring it home without permission? If not, what is the procedure?

A: No. First of all, you should notify your department head, and fill in the Gate Pass form correctively with

your department head signature. General Manager's signature is required if alcohol is available.

Then take the signed permit and the gift to the associate entrance/exit for security check. Now, you can

take the gift home.

问：如果客人送你一份礼物，你可以不经允许就带回家吗？如果不可以的话，需要经过哪些程序呢？

答：不可以。首先，你应该告诉部门经理，正确填写放行条并需要部门总监签名。如有酒类需增加

总经理签名。带着已经签的证明和礼物到员工通道由放损部员工进行检查。之后，就可以带礼

物回家。

Q: May associates accept a visit from relatives or friends at work?

A: Visits from relatives or friends are discouraged at any time except in an emergency. Visitors are required

to wait at the associate entrance while the Loss Prevention personnel notify the associate concerned.

问：员工可以在自己的工作岗位上接待亲友来访吗？

答：员工不能在酒店内接待亲友来访，除非有紧急事件。来访者需要在员工通道等待，防损部会通

知酒店的相关员工。

Q: What is the safe voltage? What is voltage of the lights in our swimming pool?

A: 36 volts , 12 volts.

问：安全电压是几伏？游泳池的照明灯是多少伏？

答：36 伏，12 伏。

Q: May associates smoke at the locker room?

A: No. According to the hotel’s rules & regulations, associates may only smoke in the designated area at

the bike park on B1.

问：员工在更衣室可以抽烟吗？

答：不可以。根据酒店的管理规定，员工只能在指定区域抽烟。负一楼的单车停放处。

Q: May an unauthorized associate fix malfunction equipments or machines in the work area?

A: No. Potential problems should be reported to Engineering Department, and only authorized associates

may repair the equipments or machines.

问：员工是否可以擅自在工作区域内修理发生故障的电器设备？

答：不可以。当电器设施发生故障时，不得擅自拆装，修理，以免发生意外事故。应当报给工程部，

由有专业技术的工程部员工修理。

Q: When you encounter a provocable behavior at work, what should you do?

A: Report to the manager or HR or Loss Prevention department for further investigation. You should not

handle it with violence (e.g. quarrel or fight), and should not settle the matter privately.

问：工作时当你遇到挑衅行为，你应该怎么做？

答：报告部门经理或人力资源部或防损部，进行深层调查。不可以用激烈的方式（争吵或打架）解

决，也不应该私了。

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Q: Which place in the hotel is not permitted to store cash and valuables?

A: Desks and lockers.

问：酒店的哪个地方不允许存放现金和贵重物品？

答：办公桌和更衣柜。

Q: If a guest settles the bill by foreign currency, what should you do?

A: The hotel associate should tell the guest politely that we only accept RMB in the hotel. Then, escort the

guest to the Front Desk for money exchange. It is forbidden to exchange money privately.

问：客人在酒店用外币消费，你应该怎么做？

答：酒店员工应该礼貌告诉客人，我们酒店只收人民币。然后，引领客人去前台进行货币兑换。不

允许私下兑换货币。

Q: May associates keep gas, firecrackers or chemicals in the locker or work area?

A: No. Any associates who keep combustibles or explosive substance are against the hotel rules and

regulations, and will be disciplined for that would bring fire and safety hazards.

问：员工上班时是否可以将汽油、鞭炮或化学物品放进自己更衣室或自己的工作场所？

答：不可以。任何员工携带、私藏易燃易爆物品进入酒店都是严重的过失行为，因为这样会带来火

灾及安全隐患。

Q: How many fire escapes are there in the hotel buildings?

A: From Basement 4 to 4 floor, there are 4 fire escapes, they distribute on the eastern、western、southern

and northern corner; from 5 to 38 floor, there are 2 fire escapes, they distribute on the eastern and

western side.

问：酒店有几处消防逃生通道？

答：酒店负四楼到四楼有四条消防通道，分别是东，南，西，北角各一条；在五至三十八楼有两条

消防通道，分别是东和西两侧各一条。

Q: When you are required to evacuate in case of fire, what should you do?

A: 1) Unplug all electrical equipments and switch off all gas valves; then quickly go to the designated

assembly location outside of the hotel by using fire escapes or stairways.

2) In case of smoke, you should stay close to the floor; cover your mouth and nose with a wet towel,

and quickly leave the property by using the fire escape or stairway.

3) If the hallway is blocked by smoke or fire, turn back to your room or the refuge floor, if back to the

room, tamp the door gap with wet towels to prevent the room from smoke. send an SOS signal，wait

for rescuers.

问：员工在遇到火灾时，被通知疏散，应该怎么做？

答：1) 关闭工作岗位所有的电气设施或煤气阀门，然后从消防通道（消防楼梯）迅速到安全集合地

报到；

2) 途中如遇浓烟，应用湿手帕捂住口鼻，低姿沿墙，沿消防通道迅速撤出酒店；

3) 如果楼道被烟、火堵住，无法冲出时，应回到房内或到避难层等候，如果是回到房间，用

湿布填塞门缝，阻止浓烟入侵，发出求救信号，等待救援人员到达。

28

人力资源篇

Human Resources Information

Q: What kind of recognition do we have in the hotel?

A: Five Star Award; First Class Cards; Lightening Strike Award; WOW story Award; Gold Standard Award;

Leader of the Quarter.

问：酒店对员工的认可有哪些方式？

答：五星认可； 一流卡、闪电奖、优质服务故事奖、黄金标准奖、季度领导者奖。

Q: How many times in a year do we select Five Star employees?

A: 4 times (including the annual 5-star employees/leader).

问：每年评选几次五星员工？

答：4 次（包括一次年度评选）。

Q: What kind of award does a Five Star trainee winner get?

A: RMB500 cash, Pin and plaque.

问：季度五星实习生将获得哪些奖励？

答：现金 500 元、徽章和奖牌。

Q: What kind of award does a Five Star employee winner get?

A: RMB700 cash, Pin and plaque.

问：季度五星员工将获得哪些奖励？

答：现金 700 元、徽章和奖牌。

Q: What kind of award does a Five Star supervisor winner get?

A: RMB800 cash, Pin and plaque

问：季度五星主管将获得哪些奖励？

答：现金 800 元、徽章和奖牌。

Q: What kind of award does a Five Star manager winner get?

A: RMB900 cash, Pin and plaque

问：季度五星经理将获得哪些奖励？

答：现金 900 元、徽章和奖牌。

Q: What kind of award does a Five Star leader winner get?

A: RMB1000 cash, Pin and plaque

问：季度五星领导者将获得哪些奖励？

答：现金 1000 元、徽章和奖牌。

Q: What kind of award does an annual Five Star employee get?

A: RMB1000 cash, Pin, Plaque, round air tickets for two and 2 nights stay in an appointed sister property

of China.

问：年度五星员工将获得哪些奖励？

答：现金 1000 元、徽章、奖牌、两人国内旅行往返机票及及国内指定一家姊妹酒店 2 晚住宿。

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Q: What kind of award does an annual Five Star supervisor get?

A: RMB1500 cash, Plaque, Pin, round air tickets for two and 2 nights stay in an appointed sister property

of China.

问：年度五星主管将获得哪些奖励?

答：现金 1500 元、徽章、奖牌、两人国内旅行往返机票及国内指定一家姊妹酒店 2 晚住宿。

Q: What kind of award does an annual Five Star manager get?

A: RMB1800 cash, Plaque, Pin, round air tickets for two and 2 nights stay in an appointed sister property

of China.

问：年度五星经理将获得哪些奖励?

答：现金 1800 元、徽章、奖牌、两人国内旅行往返机票及国内指定一家姊妹酒店 2 晚住宿。

Q: What kind of award does an annual Five Star leader get?

A: RMB2000 cash, Plaque, Pin, round air tickets for two and 2 nights stay in an appointed sister property

of China.

问：年度五星领导者将获得哪些奖励?

答：现金 2000 元、徽章、奖牌、两人国内旅行往返机票及国内指定一家姊妹酒店 2 晚住宿。

Q: In our weekly CTQ, what day can we learn WOW stories?

A: Every Monday and Friday.

问：每周 CTQ 中，周几是 WOW Story 分享？

答：周一和周五。

Q: How many Five Star trainee do we select for each quarter?

A: 2 trainees.

问：每季度评选几名五星实习生？

答：2 名。

Q: How many Five Star employees do we select for each quarter?

A: 3 employees.

问：每季度评选几名五星员工？

答：3 名。

Q: How many Five Star supervisors do we select for each quarter?

A: 2 supervisors.

问：每季度评选几名五星主管？

答：2 名。

Q: How many managers do we select for each quarter?

A: 1 manager.

问：每季度评选几名五星经理？

答：1 名.

Q: How many Five Star leaders do we select for each quarter?

A: 1 leader.

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问：每季度评选几名五星领导者？

答：1 名。

Q: How many annual Five Star employees do we select?

A: 2 employees (1 from front of house, 1 from heart of house).

问：年度五星员工有几名？

答：2 名（1 名来自前线 1 名来自后线）。

Q: How many annual Five Star supervisors do we select?

A: 1 supervisor.

问：年度五星主管有几名？

答：1 名。

Q: How many annual Five Star managers do we select?

A: 1 manager.

问：年度五星经理几名？

答：1 名。

Q: How many annual Five Star leaders do we select?

A: 1 leader.

问：年度五星领导者有几名？

答：1 名。

Q: Who can write First Class card in the hotel?

A: All ladies and gentlemen.

问：酒店哪些员工可以填写一流卡？

答：所有绅士淑女。

Q: How many communication ways do we have between our employees and managers?

A: Daily Line Up to learn CTQ together, weekly Leadership Meeting, monthly department meeting;

monthly GM Round Table (for Trainee, Employee, Supervisor & Manager respectively), Open Door

Policy; Mid-Year & Year-End employee performance Review; Bulletin Boards, Employee handbook,

Quarterly General Session etc.

问：员工和管理人员之间有哪些沟通方式？

答：每日例会-质量承诺学习（CTQ)、每月部门会议、 每周领导层会议、月度总经理圆桌会议（分

实习生、员工、主管及经理会议共四次）、门户开放政策、年中和年终员工表现评估、宣传栏、

员工手册、员工大会等。

Q: What information do we share in our daily CTQ?

A: The Gold Standards, Wow story, Occupancy, VIP In House, VIP Arrival, Ritz-Carlton development,

Employee Birthday, Employee Anniversary, Training information, Hotel promotion information, Hotel

new policies and so on.

问：CTQ 传递哪些信息？

答：黄金标准、优质服务故事、住房率、在店重要客人介绍、重要客人到达情况、丽思卡尔顿的发

展、生日、周年纪念日，培训信息、酒店促销信息，酒店新政策出台等。

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Q: Who needs to participate in daily Line up?

A: All ladies and gentlemen.

问：谁需要参加每日例会？

答：所有绅士淑女们都要参加。

Q: Do we need to share CTQ every day and every shift?

A: Yes, we do.

问：CTQ 是每天每班次都要共同分享吗？

答：是。

Q: Who participates in GM Round Table Meeting?

A: A Representative from each division. GM & HRD host the meeting.

问：谁参加总经理圆桌会议？

答：各部门的员工代表参加。由总经理和人力资源总监主持会议。

Q: How often do we organize GM Round Table meeting?

A: Once a month.

问：总经理圆桌会议多久组织一次？

答：每月一次。

Q: Why do we do the employee performance evaluation?

A: To recognize employees for their strength and areas for improvement, so that the employee can

continuously improve their performance.

问：我们为什么要对员工表现做评估呢？

答：为了让每位员工更清楚地了解自己做得好的方面以及不足的方面，以便员工积极改进，不断提

高。

Q: What evaluation do we have besides the annual performance evaluation?

A: Probation eligibility assessment; when employment contract is due, we do the evaluation to see if we

will renew the contract.

问：员工在酒店期间除了工作表现评估外还要接受哪些评估？

答：试用期是否合格评估，合同到期是否续签评估。

Q: The manager only needs to do the annual performance evaluation, probation and contract expiry

assessment, is that correct? Why?

A: No, it is wrong. Manager should always provide feedback to the employee, recognize and encourage

employee for good performance, correct and help the employee to make improvement.

问：经理只需对员工做年度工作表现评估、试用期和合同到期的评估，对吗？为什么？

答：不对，因为经理应该随时对员工的表现给予评估，表扬和鼓励员工做的好的方面，纠正和帮助

改进员工做的不足的方面。

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城市信息篇

City Information

Q: What metro stations are near the hotel?

A: There are Opera House Station on the APM line, Liode Station on Line 5, and Zhujiang New Town

Station on Line 5/3.

问：酒店附近的地铁站有哪些？

答：有 APM 线的大剧院站，五号线的猎德站，以及五/三号线的珠江新城站。

Q: How do we get to the Canton Tower？

A: Exit the main gate of the hotel and walk to the right side to Opera House Station, take the APM line to

Canton Tower Station.

问：怎么去到广州塔？

答：出酒店正门后右转，到大剧院站乘坐 APM 线，即可抵达广州塔站。

Q: How do we get to Baiyun Airport from the hotel?

A: Our guest can choose the hotel limousine. Mercedes-Benz E-Class car 800 RMB one-way, Buick GL8

900RMB one-way, Mercedes-Benz Viano 1200 RMB one-way. We can also choose to take metro line 3 to

Zhujiang New Town Station directly to the airport South（T1） or Airport North station（T2）

问：我们从酒店怎样去到白云机场？

答：我们的客人可以选择酒店轿车，奔驰 E 级轿车 800 元单程，别克 GL8 900 元单程，奔驰 Viano 1200

元单程 。也可以选择到珠江新城站乘坐地铁三号线直接到达机场南（1 号航站楼）或机场北站（二

号航站楼）

Q: Where is TaiKooHui, a place where bustling restaurants and bars are located?

A: It is located on Tianhe Road and Tianhe Road East interchange.

问：广州时尚消费场所－太古汇在哪里？

答：天河路 383 号，天河路与天河东路交汇处。

Q: What is the entrance ticket price of Guangdong Museum?

A: The regular exhibition is free, but entrance ticket is on the condition of the ID Card.

问：广东省博物馆的门票费是多少？

答：常规展览免费，但需凭身份证明文件换取入门票，微信预约，周一闭馆。

Q: When does the Guangdong Museum open?

A: It opens from 9:00am to 5:00pm from Tuesday to Sunday.

问：广东省博物馆的开放时间是什么时候？

答：开放时间是每周二至周日上午 9 点到下午 5 点。

Q: Where is Guangdong Museum?

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A: 2 Zhujiang Road East, south of The Ritz-Carlton, Guangzhou.

问：广东省博物馆在哪里？

答：珠江东路 2 号，在广州富力丽思卡尔顿酒店南面。

Q: Where is Guangzhou Opera House?

A: 1 Zhujiang Road West, around 10 minutes by walk.

问：广州大剧院在哪里？步行距离多远？

答：珠江西路 1 号, 步行 10 分钟左右。

Q: Where is the Ancestral Temple of the Chen Family?

A: No.34 of Zhongshan No.7 Road. (Metro Line 1, Chen Clan Academy Station, Exit D)

问：陈家祠在哪里？

答：中山七路 34 号。（地铁一号线陈家祠站 D 出口）

Q: Where is the nearest Starbucks to the Hotel?

A: Central Tower 1F, 2 minutes by walk.

问：离酒店最近的星巴克咖啡馆在哪里？

答：凯华国际一楼, 步行 2 分钟。

Q: Where is the largest LV store in Guangzhou?

A: TaiKooHui, located on Tianhe Road and Tianhe Road East interchange.

问：广州最大的“LV”专卖店在哪里？

答：太古汇，天河路与天河东路交汇处。

Q: Where is Sun Yat-sen Memorial Hall?

A: No.259 Dongfeng Middle Road

问：中山纪念堂在哪里？

答：东风中路 259 号。

Q: Where is Guangdong Science Museum?

A: 171 Lianxin Road.

问：广东科学馆地址是什么？

答：连新路 171 号。

Q: How do we go to the the Chimelong Paradise?

A: We can use metro line 3 from Zhujiang New Town station to Hanxi Changlong Station.

问：怎么去到长隆欢乐世界？

答：我们可以从珠江新城站乘坐地铁三号线到达汉溪长隆站。

Q: Where is the largest Catholic Church in Guangzhou?

A: Sacred Heart Cathedral Guangzhou. No. 56, Jiubuqian, Yide Road.

问：广州市内最大的天主教堂在哪里？

答：广州圣心大教堂，又称石室。一德路旧部前 56 号。

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Q: Where is the largest Buddhist Temple in Guangzhou?

A: 109 Guangxiao Road.

问：广州最大的佛寺在哪里？

答：光孝路 109 号。

Q: Where is the nearest hospital?

A: No.12 People’s Hospital of Guangzhou, No.1 Tianqiang road. around 10 - 15 minutes by Taxi.

问：离酒店最近的医院在哪里？

答：第十二人民医院，天河区天强路 1 号, 坐出租车大至 10-15 分钟。

Q: Where is the nearest Golf Club to the Hotel?

A: Guangzhou Luhu Golf & Country Club, Luhu Road, Guangzhou

问：离酒店最近的高尔夫俱乐部在哪里？

答：广州麓湖高尔夫球乡村俱乐部，广州市麓湖路。

Q: Where is the nearest convenient store to the Hotel?

A: 7-11, International Metropolis Plaza

问：离酒店最近的便利店在哪里？

答：7-11，在环球都会广场内。

Q: Where is the nearest specialty store to the Hotel?

问：离酒店最近的特产店在哪里？

A: Shangxiajiu Pedestrian Street

答：上下九步行街。

Q: Where is the Guangdong Cantonese Opera Theatre?

A: 703, Dongfeng Road East.

问：广东粤剧院在哪里？

答：东风东路 703 号。

Q: Where is the Nanhai Temple?

A: 22 Miaotouxuri Road. (40-50 minutes by car)

问：南海神庙在哪里？

答：庙头旭日街 22 号。（距离酒店约 40 至 50 分钟车程）

Q: Where is the Baiyun Mountain?

A: In Baiyun District. (30 minutes by car)

问：白云山在哪里？

答：在广州市白云区。（30 分钟车程）

Q: Name some information about Shangxiajiu pedestrian street.

A: It’s one of the most famous pedestrian street, including Shangjiu Road, Xiajiu Road and No.10 fu

Road. It’s the traditional business center in Guangzhou.

问：列举一些关于上下九步行街的信息。

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答：这是最著名的步行街，包括上九路，下九路和第十甫路，是广州传统商业中心。

Q: Name some famous Cantonese restaurant?

A: Bingsheng，Guangzhou Jiujia，Panxi Jiujia，TaotaoJu.

问：列举一些知名的粤菜馆？

答：炳胜品味、广州酒家、泮溪酒家、陶陶居。

Q: Where is the nearest McDonald’s to the Hotel?

A: No.89 road Huacheng Avenue.D21 in No.3 area of B1 Mall of the World

问：离酒店最近的麦当劳在哪里？

答：花城大道 89 号花城汇三区 B1 层 D21 号。

Q: Where is the nearest KFC to the Hotel?

A: The first floor of IMP.

问：离酒店最近的肯德基在哪里？

答：IMP 一楼。

Q: Where is Nanyuan restaurant?

A: 142 Qianjin Road.

问：南园酒家在哪里？

答：142 号前进路。

Q: How many Bar Streets in Guangzhou?

A: Four, Party-PierYanjiang Bar Street, Huanshi Bar Street and Baietan Bar Street.

问：广州有几条酒吧街？

答：四条，琶醍沿江路酒吧街，环市酒吧街和白鹅潭酒吧街。

Q: Please mention one Indian restaurant in Guangzhou.

A: Little PaPa, No.2 Huali Road, Edinburgh International Residence No. 103-104.

问：请说出一家印度餐厅的名字。

答：LittlePaPa 印度尼泊尔菜， 华利路 2 号爱丁堡国际公寓 103-104 号商铺。

Q: Please mention two French restaurants in Guangzhou.

A: Li Chateau No. 228, Tianhe Street, next to Guangzhou Marriott Hotel Tianhe. Luteca French

Revolving Restaurant，105F Canton Tower, 222 Yuejiang West Road.

问：说出广州的两家法国餐厅。

答：荔雅图，天河路 228 号正佳广场万豪酒店正门旁。卢特斯法国旋转餐厅，阅江西路 222 号广州

塔 105 楼。

Q: Please mention one Japanese restaurant.

A: Sushi Man, 2F Central Tower.

问：请说出一家日本餐厅的名字。

答：鮨文（珠江新城店）凯华国际中心二楼。

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Q: How long it takes from our hotel to Pazhou International Exhibition Center?

A: 20 minutes by taxi.

问：从酒店到琶洲展馆需要多少时间？

答：搭乘出租车 20 分钟。

Q: Please mention several famous tourist attractions around our hotel.

A: Guangdong Museum, Guangzhou Opera House, Haixinsha Isla and Guangzhou Tower.

问：请列举酒店附近的著名观光景点。

答：广东省博物馆、广州大剧院、海心沙和广州塔。

Q: Please mention several shopping places around our hotel.

A: K11, IGC，Teemall Center, Grandview Mall, Guangzhou Friendship Store and GT Land Square.

问：请列举酒店附近的购物中心。

答：K11、IGC、友谊商店和高德置地广场。