希尔顿城市SPA最低标准要求Hilton Global Standards for UrbanHotel.pdf

GLOBAL MINIMUM SPA REQUIREMENTS FOR HOTEL/URBAN SPAS Purpose • Minimum Spa Requirements (MSR) indicate the minimum level of service and facility standards that a hotel must strictly adhere to in order to be classified as a “Spa”. The MSR outlined will be checked as part of Hiltons Quality Audit procedures. Distribution and Updates Distribution • The MSR will be available in an electronic format on the Hilton Intranet or On Q system. Updates • Any modifications or additions to the MSR will be updated on the Hilton Intranet. • Changes can only be made if authorized by the Corporate Spa team. • The MSR should be followed without variation or modification. In exceptional circumstances it may be necessary to deviate from precisely adhering to requirements. However, such variations may only be allowed with the authority of the Corporate Spa Team. Suggestions • The only way the MSR can be changed is by proposing the change to your manager who will discuss with the Corporate Office. In this way, a new standard can be communicated to all HHC hotels and resorts worldwide. Regional Influence • Different or additional spa requirements may apply to specific regions only. Specific requirements, where relevant, which apply to these regions will be clearly indicated. • When designing and developing a new spa the hotel must take into consideration the recommendations from the spa market feasibility study including the local competitive set and other nearby HHC properties. A Hilton spa within a 30 drive time must not exceed the size/scope and quality of design of that of a WA or Conrad property HOTEL/URBAN SPA DEFINITION “A Spa located within a hotel providing professionally administered spa services, fitness and wellness components. In addition to the leisure guest, this is a great place for business men and women who wish to take advantage of the spa experience while away from home.” MINIMUM SPA STANDARDS CONTENTS 1 General Requirements 2 Guest Pre-Booking correct size slippers will be provided 2.7 Fully staffed reception desk 2.8 Fully staffed reservation desk Regional Influence Point Region Minimum Requirement 2.2 Middle East Spa software system would require the ability to run 2 separate (male/female) spa facilities from one central booking point where required 3 Reception Area . 3.1 Reception desk should not be higher than 4’’2 on the customer side. Work surface for staff should be at 36’’. Staff should stand and not sit behind reception desk 3.2 Facility for ample storage space and sufficient electrical outlets for – phones, cash register, POS system, computers, fax, credit card etc 3.3 Two restricted telephone lines at reception desk, which will not allow inbound calls or reservations 3.4 2 point-of-sale stations at the main reception/registration desk 3.5 Seating area located in/or around the spa reception lobby. (2 seats) 3.6 Four (4)-Safety deposit boxes will be provided at reception desk or other staffed desk if not available in guest lockers 4 Retail Boutique Store 4.1 Retail store adjacent to or near main spa entrance 4.2 Private changing room available 4.3 Desk should be not higher than 4”2 on the customer side. Work surface for staff should be at 36”. Staff should stand and not sit behind desk 4.4 Desk will need to accommodate gift-wrapping space 4.5 Product storage cabinets within the store 4.6 A variety of furniture, fixtures and props to appropriately display merchandise 4.7 Professional, proprietary and other spa product offerings in the spa operations must be available for purchase. Approved by HHC Spa Team 4.8 A variety of retail purchase methods to be offered including telephone sales, internet/website sales and in-room catalog 4.9 Special services such as gift wrapping and home shipping are offered 4.10 Select service protocols include written recommendations for home regimens which outline product recommended for purchase at retail outlet. 5 Support Administration 5.1 Reservation department separate from reception/registration desk (by front desk or with hotel central reservation department) 5.2 Multi Purpose office located in/by reservation department 6 Locker Facility / Pre-Treatment Area Lockers 6.1 Provide 2.5 lockers per treatment room in women’s locker room. Provide 2 lockers per treatment room in men’s locker room. (Add additional 20 half lockers in each locker facility if fitness guests will be using the spa locker facility) 6.2 Luxury full length or half length lockers with minimum one shelf and keyless system for spa guest. All lockers to include: wooden hanger, jewelry storage/safe 6.3 Lockers to be stocked with robe, sandals (if not provided at check in) and small gift/offering to be approved HHC Spa Team 6.4 Guest robes are of superior quality, free from wear, stains, or tears and are offered at the appropriate size for all guests. Approved by HHC Spa Team 6.5 One Private changing alcove in women’s and men’s locker room 6.6 Provide soiled towel drop in locker room area 6.7 One (1) house phone located in locker area Toilets and Sink Area 6.8 Lavatory and toilet count to be above code minimum requirement 6.9 Three (2) sinks per locker room with hand towels to dry hands Showers 6.10 Provide a minimum of 2 showers in men’s and women’s locker rooms 6.11 Shower amenity specifications: A minimum of 3 shower amenities (shampoo, conditioner and body wash) dispensed from wall-mounted units or custom-designed units within shower stalls. Approved by HHC Spa Team 6.12 Showers design to include private disrobing area at entry of shower and seat or corner step in shower area Vanity Area 6.13 Seated dry grooming vanity area in locker room with a minimum of 2 hair dryers in good repair and well maintained 6.14 A variety of full size personal care amenities and products such as hair styling products and tools, deodorant, mouthwash, body lotion and disposables such as Q-tips and Kleenex, should be readily accessible to all guests. Approved by HHC Spa Team Therapy Area 6.15 Minimum of one (1) thermal facilities (i.e. – aromatic steam, sauna, hamman, etc.) and one (1) hydrotherapy/whirlpool experience either located in a coed area and/or locker room facilities. (See 8.4 and 8.5 for details) 6.16 Presentation of cold towels located near the sauna and steam room Waiting Area 6.17 Coed spa waiting area to be accessed through locker room area 6.18 Reading materials to include gender appropriate magazine selection with broad appeal to travel, wellness, economics, sports or other relevant themes. Approved by HHC Spa Team Miscellaneous 6.19 Highly visible, yet unobtrusive presence of attendant and/or housekeeper in locker room to ensure cleanliness and tidiness of the facility 6.20 Ample storage for clean fresh towels Regional Influence Point Region Minimum Requirement 6.3 Asia, Middle East, Africa and Europe Provision of shoe baskets for each locker or specific storage for shoes to allow segregation from other personal items. 6.4 Asia, Middle East & Africa High quality light weight robes / cooler for guest comfort 6.5 Middle East Minimum of three (3) changing alcoves 6.15 Asia/Certain areas in China Segregation of Male and Female wet treatment facilities would be required unless the spa was a female/male only 6.15 Americas One (1) thermal facility (i.e. steam (main choice), sauna, hamman, etc) AND one (1) hydrotherapy/whirlpool in both the men and women’s locker room. Hydrotherapy/whirlpool may be coed in certain regions. 6.17 Middle East Separate male/female waiting area required where needed 6.17 Americas May choose either coed or separate waiting areas depending on spa programming. Waiting area will have high end beverage presentation that offers water, teas, and specialty drinks (Note: Number count for lockers, showers, sinks and toilets will increase if the spa implements a fitness/spa membership program for locals) Alternative Spa Design – Personalized Floor Plan for WAC and Conrad Only Point Region Minimum Requirement 6.1 No locker facility needed for Private Bath Model 6.10 Not needed if Private Bathroom Model is utilized 6.17 Not needed if Private Bathroom Model is utilized 7 Coed Relaxation Lounge (if space permits) 7.1 Coed Relaxation lounge with high-end beverage presentation that offers water, hot teas, specialty beverage and seasonal fruit Display and offering to be approved by HHC Spa Team 7.2 Reading materials to include gender appropriate magazine selection with broad appeal to travel, wellness, economics, sports or other relevant themes. Approved by HHC Spa Team 7.3 Lounge features an array of comfortable seating types, including single chairs with ottomans or lounges, love seats or couch seating. Side tables and/or coffee table Regional Influence Point Region Minimum Requirement 7.1 Middle East/some areas in China Separate relaxation areas, where needed. 8 Treatment / Treatment Area Room Requirements 8.1 Room dimension should be a minimum of 168 sq/ft or 15.6 m2 8.2 Each room should have a hand sink and custom cabinet storage for linen and supplies 8.3 Treatment room flooring should be of suitable quality to provide adequate stress relief to therapists while at the same time durable and easy to maintain and keep clean 8.4 All tiled floors should slope towards floor drains, to permit effective drainage when hosed down, or scrubbed with a floor machine 8.5 Tiles used on walls should be of the largest acceptable size to minimize the number of grout lines that need to be cleaned and sterilized 8.6 Hydraulic Massage table’s will be luxurious, neat and have the capability to be heated (i.e.- heating pads). Central located floor sockets to the table to avoid trailing cables 8.7 Spa equipment is maintained as new, clean and in excellent working condition 8.8 Room standards: All rooms are free of clutter. All major equipment items in rooms must have designated storage space, which is easily accessible to the staff 8.9 Room Ambiance Customization: All lighting, aromas, music and temperature elements should be within the control of staff for the customization of each service 8.10 Indirect and dimmable lights in treatment rooms 8.11 Music should have individual volume control in room 8.12 Individual temperature control with a device that indicated the status of the temperature 8.13 There should be no overhead direct lighting. Treatment room lighting should be mood controlled and available on a dimmer 8.14 Ceiling fixtures and ventilation unit should not be directly over massage table 8.15 Ensure treatment rooms are fully soundproofed 8.16 Unobtrusive silent clocks Nail Room/Area 8.17 Room/Area dimension should be adequate enough to fit two (2) manicure and two (2) pedicure stations and allow space around the equipment for circulation 8.18 Flooring to be determined 8.19 Adequate MEP for equipment operation 8.20 Room standards: All rooms are free of clutter. All major equipment items in rooms must have designated storage space, which is easily accessible to the staff 8.21 Room should have a hand sink and custom cabinet storage for linen and supplies 8.22 Adequate sterilization equipment is required (i.e.- Autoclave unit) Treatment and Menu Requirements 8.23 Diverse spa menu offering different modalities of massage, skincare and waxing services, body treatments such as wraps and scrubs, in room treatments, manicure/pedicure, salon services (if not offered within hotel), couples services, outdoor treatments, if applicable 8.23 Treatment protocols: Must provide treatments approved by HHC Spa Team 8.24 Signature luxury spa treatments and packages reflecting a sense of place and history of the geographic or cultural area approved by HHC Spa Team 8.25 In-room massage offered until 22:00 hrs 8.26 Professional product lines. Approved by HHC Spa Team Other Requirements 8.27 State licensed, nationally certified (as available), and highly qualified esthetician, massage therapist, and nail technicians 8.28 One (1) prep room to be located near treatment area Regional Influence Point Region Minimum Requirement 8.2 Asia, Middle East, Africa and Europe In addition to, treatment room should have shower unit with private disrobing area as standard 8.8 Asia, Middle East, Africa and Europe In addition to, treatment rooms should have integrated storage area for guest changing/clothing & personal items. 8 Americas Must accommodate 3 facials, 2 wet treatment rooms (Vichy/Showers) Alternative Spa Design – Personalized Floor Plan for WAC and Conrad Only Point Minimum Requirement 8.17 Foot Spa/ Manicure Lounge must be included. (Specific Design) 9 Beauty / Hairdressing Salon (Note: Salon consideration is based upon geographical location and customer mix of hotel. There may not be a need for a salon in certain markets) 9.1 Salon should be separated from spa reception, lounges and other areas by a door that helps contain the noise and conversation that is associated with the salon operations. 9.2 Salon reception desk equipped with phone, computer, cash register and credit card machine. (This desk is not a part of the spa reception desk) 9.3 Seating area (up to 2 chairs per 3 styling stations) 9.4 Styling stations will have product storage, electrical equipment storage, guest footrests and adequate electrical supply. Power sockets should be housed on the left hand side half way from the floor. 9.5 Nail services consisting of 2 manicure stations, 2 pedicure stations (if not located in spa) 9.6 In full service salons a dispensary area will be provided for chemical preparation and storage Regional Influence Point Region Minimum Requirement 9 Middle East Separate ladies salon and male grooming would be required. 10 Back of House (Note: All back of house areas should be fully hidden from guest site-line) Team Member Break Room 10.1 Team break room with designated toilet, table and rest area (if space permits) 10.2 Team locker facility (unless staff is able to use hotel locker facilities) Spa Manager’s Office 10.3 Telephone, computer and printer linked to all spa/hotel systems. Adequate storage and shelving Storage Rooms 10.4 One (1) storage room will accommodate laundry and linens. There should be open shelves for clean linens. Laundry carts/receptacles for used linen will need designated space in this room. (In some states it is against health code regulations to store soiled linen and clean linen together. In this case, a separate room will need to be designated for soiled linen carts) 10.5 One (1) Janitors store which should be lockable and contain all cleaning chemicals and equipment. The store should also house a deep sink to allow floor pails to be easily filled and emptied. 10.6 One (1) retail/product storage area Mechanical Room 10.7 Climate controlled area for audio/visual equipment storage with easy access Pantry/Spa Prep Room 10.8 Provide deep