Guest Services

1Q: Can you tell me every function of the floors?

A:

Of coursethey are:

1F: Lobby, Lobby Lounge, Link@Sheraton, Feast.

2F: Chinese Restaurant YUE
3F: Chinese Restaurant VIP Room
4F: Ballroom, Function Rooms
5F: A&G Office
6F: Sheraton Fitness, Swimming Pool, SPA
7F: Owners Office
8F: VIP room, Saloon Room
8F-18F: Normal Guest Rooms
19F 22F: Starwood Preferred Guest Rooms
23F25F: Normal Guest Rooms
27FSheraton Club lounge
26F-30F: Sheraton Club Room

1F:
2F:
3F:
4F:
5F:
6F:
7F:
8F:
8F-18F:
19F 22F: SPG
23F25F:
27F
26F-30F:
2Q: How many smoking floors do we have?
A: Total 12 smoking floors. They are 8F/9F/10F/11F/12F/21F/22F/ 23F/25F/26F/27F/30F.

12,8/9/10/11/12/21/22/23/25/26/27/30
3Q: How many non-smoking floors do we have?
A: Total 8 non-smoking floors. They are

8:
Room Type

Numbers

Floors

Deluxe Room Non Smoking

48

15-20

Deluxe Room River View Non smoking

24

15-20

Deluxe Room Park View Non smoking

36

15-20

Premium Suite Non-Smoking

12

15-20

Deluxe Suite Non-smoking

15-20

Club Deluxe Non-smoking

22

28 - 29

Executive Suite Non Smoking

28

Ambassador Suite Non Smoking

29

4Q: How many handicapped rooms do we have?

A: Total 3 handicapped rooms, they are Room 902 1002 and 1102.

390210021102
5Q: How many types of rooms do we have and what size are they, how about the price?
A: Nine room types.
Room Type

Sqr.mt

No.

Floor

Rack Rate

Deluxe Room

40

117

8-25

1800

Deluxe Room River View

40

56

8-25

1900

Deluxe Room Park View

40

91

8-25

2000

Club Deluxe Room

40

54

26-30

2100

Premium Suite

85

25

8-23

2900

Deluxe Suite

95

14

8-25

3000

Executive Suite

160

27,28

4500

Ambassador Suite

210

29

5800

Sheraton Presidential Suite

300

30

58888

40

117

8-25

1800

40

56

8-25

1900

40

91

8-25

2000

40

54

26-30

2100

85

25

8-23

2900

95

14

8-25

3000

160

27,28

4500

210

29

5800

300

30

58888

6Q: How long does it usually takes for a room attendant to clean a guestroom?
A: Around 45 Minutes.
?
45
7Q: Is there a safe inside guest room?
A: Yes, in the closet


8Q; May I drink the tap water in guest room directly?
A: The tap water isn't drinkable.


9Q: Are the coffee and tea bags free of charge in guest room?
A: Yes.


10Q: How many TV channels can be received in the guestroom?
A: Forty.

40
11Q: What time does turndown service usually start?
A: Turn down service usually starts from 6pm and ends at 9pm.

18:00 - 21:00
12Q: How to make a phone call from the guestroom to outside the Hotel?
A: 4 situations. Dial Room to Room: 8+Room number;
Local call: 9 +Telephone number;
DDD: 9 + 0 + Area code + Telephone number;
IDD: 9 + 00 + Country code + Area Code + Telephone number.

48+
9+
9+0++
9+00+++
13Q: What types of pillow are provided in guest room?
A: 6 types. They are Acrylic Pillow; Feather Pillow; Buckwheat Pillow; Semen Cassiae Pillow; Arabian Jasmine
Pillow; Memory Pillow.

6.
14Q: How many hangers are placed in each guestroom?
Would guests receive more hangers if necessary?
th

A: Twelve hangers for standard room, there are 10 hangers below 12 floor, Guest can request more if needed.

1212F10,
15Q: What is the name of the showerhead in the bathroom?
A: Rainforest Shower.


16Q: Where is Emergency Evacuation Map posted in guest room?
A: It's posted on the back of the main door.


17Q: What kinds of complimentary service are provided by HSKP?
A: Shoe shine service, extra guest amenities, loaning service, baby crib service & garments fold service.

18Q: What is the selling price for a hotel bathrobe?

A: Big bathrobe is RMB400, small bathrobe is RMB300.

400300
19Q: How to charge the extra bed per night?
A: RMB200+15% Service Charge.

20015%
20Q: Where is the Lost & Found kept?
A: Housekeeping Office in 5F.

5
21Q: What kind of services does the Laundry department offer to guests?
A: Normal laundry service, express laundry service and pressing service.


22Q: When would guests get their laundry back if they send before 10a.m.?
A: Back by 7p.m that day.
10
19
23Q: How fast are the Express Laundry services?
A: Express Laundry must return to guest within 4 hours. We get the Express laundry from 9a.m. to 5p.m.

409:0017:00.
24Q: How much extra charge would be imposed for Express Laundry services?
A: Extra 50% service charge.

50%
25Q: What are the guest room features?
A: They are:

Sheraton Sweet Sleeper Bed

Four Features Bathroom
Rainforest Shower
Fine coffee
In~room Safety Box
Dual Lines Phone with Voice Mail

Ergonomic Chair
Broadband Internet (Price: RMB30/Hour, RMB60/Day)
37LCD TV
Iron and Iron Board
Hair Drier
Satellite TV Programs
Mini Bar
Down/feather pillows
Synthetic pillows
Sheet
Synthetic duvet/Down blanket

(30 /60 /)
37

26Q: What is Sheraton Sweet Sleeper Bed?

A: Sweet Sleeper Bed has been enrolled as a trademark.


27Q: The SPG room is/are on
which floor?
A: The SPG rooms are on the 19th,
20th, 21st and 22nd floor.
SPG?
SPG19,20,21,22
28Q: What are the conference
and banquet facilities?
A: The hotel has 2250 square

meters meeting and function

space. From gala balls to business meetings, from lively cocktail gatherings to sumptuous banquets, the
hotel caters for every event with only the finest facilities, modern equipment and first class standard of
service.

The Grand Ballroom is 780square meter. The room can cater up to 650 pax.
The Junior Ballroom is 526 square meter and can be divided into 3 separate rooms. The room can
cater up to 500 pax.
Other 8 multi function rooms can cater for meeting/functions from 10 to 220 pax.

?
2250

780 650
526 3 500
810220

Meeting Support Facilities

Overhead Projector with Screen

DVD

DVD Player

Folding Catwalk and Podium

Laser Pointer

LCD Projector

//

White Board/Marker Pen/Cork Board/Types of writing boards

Flip Chart /with paper

Backdrop

Stationery

Types of Microphones

Meeting Room Capacity

NO.

Room Name
(English)
/

Ju Fu Ballroom

Room Name
(Chinese)
/

Ci Fu+Bai Fu+ Xi
Fu
Ci Fu

++

Bai Fu

Xi Fu

Foyer 1

Foyer 2

Saloon 1

Saloon 2

Saloon 3

VIP Room 1

VIP Room 2

Banquet

Cocktail

Theatre

Class

Boardroom

410
300
120
80
80
120

580
360
165
115
115
180

650
500
190
130
130
/

480
330
140
90
90
/

220

40

57

70

40
40

57
57

70
70

A
B

Location

4F
4
4F
4
4F
4
4F
4
4F
4
4F
4
4F
4
8/F
8
8/F
8
8/F
8
8/F
8
8/F
8

Area
(sq.m)

780

Length/Width
(m)
/

31.521

Height
(m)

8.5

526

31.916.5

228

16.513.8

152

16.59.2

146

16.58.8

246

15.512.2

350

53.511.5

88

118

88

118

88

118

30

5.75.2

30

5.75.2

/
/
42
42
42
/

U
Shaped
U
/
/
34
34
34
/

Hollow
Square

/
/
42
42
42
/

50

14

11

14

50
14
50
14
sofa seating setup

11
11

14
14