k n o w – h o w ” - ac-orleans-tours.fr

1Ibis Global Marketing – January 2008Hea

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The “heart” of ibis“ k n o w – h o w ”


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I N T R O D U C T I O N

This document establishes the basic principles that make up our network identity, our promises, especially to ensure our customers the quality and services they should expect in any of our hotel.

However, the implication of the frontline teams is key in attaining impeccable quality. The welcome, activity and atmosphere of every hotel are central to our profession.

The “heart” of Ibis “know-how” (or “set figures”) must to be respected by everyone and which continually evolve to ensure the Ibis brand’s leadership position.

Add to that a lot of scope for autonomy, creativity reserved for actions “Extraordinary Garden” (or the “freestyle figures”).

T h e “ h e a r t ” o f i b i s “ k n o w - h o w ”


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T H E C U S T O M E R ’ S V I E W

Ibis is easy to find and the outside makes you want to go in.

There’s always someone there to serve me in a friendly, professional way.

Every hotel’s lobby has its own personality and yet the ibis atmosphere is always there.

The breakfast hours, menu and price suit me perfectly.

You never get a nasty surprise at dinner, the dishes and menus are always varied and of high quality. The themes, decor and ambiance of the restaurants provide diversity and well-being.

What I primarily look for from Ibis is a pleasant, comfortable bedroom. For that, they’re the best.

In addition Ibis is concerned about the environment: in its choice of materials, WATER/ENERGY savings

As for price? In a word, it’s the best value for money. That level of comfort for that price deserves my loyalty.

The Ibis customer


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C O N T E N T S

1. Exteriors p.52. Public Areas p.6-73. Food and beverages p.84. Corridors p.95. Bedrooms p.10-136. Bathrooms p.14-157. Meeting rooms p.16

1. Pricing policy2. Distribution strategy3. Advertising - Communications

CUSTOMER SERVICE p.5 MARKETING p.20

QUALITY COMMITMENT p.17 IT SYSTEM p.21

EMPLOYEES p.19 ACTION PLAN p.22

1. 15-minute guarantee p.172. ISO certification p.173. Hygiene/bacteriological checks p.184. Environmental charter p.18

1. Intranet2. Statistics3. Purchasing

1. Equipe2. Players3. Training4. Evaluation



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IbisC U S T O M E R S E R V I C E1 . E x t e r i o r s

Content Documents / References1.1 Road signposting: advance warning indicators and 12m2

signs are positioned to make customer access easier. They include the ACCOR Hotels endorsement.

CD-ROM Visual identity guidelines(04/2007).

Room rates displayed on 4, 9 and12 m2 signs highlight the strengthof our prices.

Recommendations

1.2 Respect the visual identity guidelines, including the ACCOR Hotels endorsement.


1.3 The manager of the establishment is responsible for installation .Where installation is complicated, the project is submitted to the Programming Committee.

1.4 Every hotel is equipped with at least one sign with detachable letters, casing for above the front door, a welcome/price totem and an exterior menu/rate information stand.


Depending on the building’s visibility,use of kakemonos to brighten thefacade and banners to emphasise theprice may be an important asset.

1.5 Facades are clean and well-lit to ensure a high level of visibility and a sense of security.

1.6 The immediate surroundings: car park, fences, garden and entrance are well maintained and include flowers. The hotel entrance stands out with real flowers or plants 365 days a year.

Product audit check-list.Ibis ABC (approach building comfort)

Where possible: set up a patio withfurniture and parasols in the foodand beverage concept or Ibis coloursas applicable.

1.7 Car parks and garages are lit at 20-50 lux with no dark areas. Parking places are marked. Bins are visible and the way to the hotel clearly indicated. There is a real sense of security throughout.

Product audit check-list.Ibis ABC (approach building comfort)

Car parks are enclosed and havemotorised barriers.

Specifics1.1 Obey country legal regulations.


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2 . P u b l i c A r e a s

Content Documents / References

2.1 An “employee” is present 24 hours a day to ensure customer service (welcome and sales), safety of goods and people and to be reachable by telephone at all times.

“Night Receptionist” training kit.“Sales spirit” training kit.

Recommendations

2.2 Decoration and renovation are approved by the chain and all customer services are included: lounge, business corner, telephone, toilets, luggage, shoe-shine machine, trolleys, etc.

Public areas guidelines.List of nominated decorators.Internet point reference/Gequip.

2.3 Lighting is kept on 24 hours a day to provide comfort and security: circulation 80-100 lux, functions (lifts, business corner, telephone, vestibule,…) 200 lux, desk reception 400 lux. Use of dichroic light bulbs.

2.4 The signs and Ibis identifiers are in place and adhere to the visual identity guidelines. Customer information obeys brand recommendations. Compulsory posters are present (15 min satisfaction guarantee, ISO, environment,…)

Visual identity guidelines (04/2007)Internal signposting order form andproduct inspection check-list.

2.5 No “artificial” flowers and plants: they are all real.

2.6 Background music at a decent volume plays 24 hours a day for customer comfort.

Referenced country/Gequip.

2.7 The wearing of network uniforms and name badges enables customers to recognise the team easily.

Catalogue of uniformsGequip.

If the bedrooms are air-conditioned, the public areas are air-conditioned as well. An ironing room is available to meet evolving customer expectations.

Quality inspection check-list.

2.8 Every Ibis hotel has a lift to access bedrooms more conveniently with posters on approved background material (this rule does not apply to hotels that are already opened and have a maximum of two floors)

Public areas guidelines.Internal Signposting Guidelines.

Take care about assistant manager’s wear. (Cf. Cœur Ibis uniforms)

C U S T O M E R S E R V I C E


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Specifics

2 . P u b l i c A r e a s (cont.)

Content Documents / References Recommendations

2.2 Function changes must go before the programming committee.

2.9 For the greatest possible safety (prevention of spiteful actions), the hotel sets up the equipment and procedures in accordance with the brand recommendations.

Safety/Intranet self-assessmenttest.

The hotel possesses the equipment and procedures suited to its level of safety.

2.10 No other document present on the desk than the Ibis advertisingmedium with only Ibis Guides AND Ibis Accor Favorite Guest card / Accor Favorite Guest card




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3 . F o o d a n d b e v e r a g e

3.1 Breakfast is served from 04:00 a.m. to midday (early/late riser) and is standardised as regards menu (quality and range of products), price, service taking the form of an unlimited buffet between at least 06:30 a.m. and 10:00.a.m. The buffet is 100% self-service (no table service) and a member of the team is present to reassure and assist the customer.

“Heart” of Breakfast.Country product inspection check-list.


3.2 The bar: whatever the bar set-up, the customer is served 24 hours a day.

3.2 Snacks: 24 hours a day, the customer can snack on a range of sweet, savoury and hot products, irrespective of the hotel type.

Bible Bar-encas.

3.4 The restaurant: whatever the concept, evening service is from at least 7:00 a.m. to 10:30 p.m., seven days a week, all year round, for the satisfaction of our hotel customers.

3.5 The menu offers a minimum of 5 starters, 5 main courses and 5 desserts. The average bill is consistent with Ibis positioning (economical, maximum 30% of the price of the bedroom).

Specifics3.2 The range served obeys local law.

To adapt to the needs of our customers,the buffet may be made available before 06:30 a.m. (Business) and after 10:00 a.m. (Leisure). In the context of developing our “Leisure” clientele, the late-riser option should be highlighted (signs, clearly visible, etc.) Every customer is greeted and, as soon as possible after settling down, served with a hot drink by an employee.

Bar-Snack bible.

3.6 Changes in decor for the various food and beverage concepts require chain approval (Programming Committee) and must be consistent with Ibis’s image and promise.

Concept bible.

3.7 Smoking and non-smoking areas are marked. See local regulations.

Where there is a separate bar closed at night, ensure the service can be provided from reception (stock, snack cabinet).

Panorama of concepts.Bibles for each concept.

The cooking is simple, good quality and with a regional accent. The menus are changed at least every season and the correct concept material used. At least one dish of the day should be offered on the board.

3.4 A choice of concepts is defined for each country. For Spain the opening hours are 7.30 p.m. - 11.30 p.m. - instead of 7.30 p.m. to 10.30 p.m.



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4 . C o r r i d o r s

4.1 Decor approved by the brand (carpet, wooden signs, lights, etc.)

Corridor toolkit.


4.2 Signposting adheres to brand recommendations (direction signs, bedroom no., logos).

Corridor toolkit, internal signposting(visual identity guidelines + order form).

4.3 Display of mandatory safety documents only (fire, etc.) and Ibis strengths posters.

4.4 Lighting is 24 hours a day and ensures 80 lux minimum at the bedroom lock.


New carpet.



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5.1 100% of rooms are the 2003 model or "Coquelicot". Bedroom renovation or constructiontoolkit .

5.2 All rooms are kept perfectly clean according to strict standardsof hygiene. Every hotel has minimum 50% capacity reserved for “non-smoking” rooms.

Product inspection check-list.

5.3 Bedding comfort (base, mattress, 2 pillows on the bed and 1 spare, sheets changed everyday) is one of the Ibis points of excellence. Single customers are assured the comfort of a large bed (160 cm wide and 200 long). The second bed is the desk-bed. The “bedding quality” reference is determined by the nominated product.

5.4 All rooms are air-conditioned for maximum comfort. ABC (approach building comfort) and nominations.

5.5 In winter the customer should enter a room where the temperature is at least 19°C. The customer should be able to adjust the temperature to at least 22°C using a visible, easily accessible thermostat marked in degrees. The room’s ventilation should be ensured 24 hours a day by the introduction of at least 30m3/h air and mechanical extraction of 45m3/h through the bathroom.

Ibis ABC (approach building comfort)

5.6 Blackout should be efficient through provision of blinds or generously proportioned curtains that are sufficiently opaque to guarantee a black out.

Gequip.

Specifics5.3 The minimum bedding length is 190 cm if the surface area or

layout of the room requires it (ex: Arcade hotels).

Gequip.

5.7 The bedroom benefits from general lighting of at least 50 lux, desk lighting of 200 lux and two independently switched bedside lights of 100 lux each.

Quality audit check-list.

The use of an additional blind iscompulsory for Coquelicot and deskbed rooms.

5 . B e d r o o m s

Recommendations



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5 . B e d r o o m s ( c o n t . )


5.8 Inside the bedroom, a high level of acoustic comfort is assured: At night (10:00 p.m. to 07:00 a.m.), 30 dBA average and 35 dBA for intermittent noises of over 10 seconds duration. In the daytime, these sound levels may be 5 points higher. The noise arising from technical equipment that is audible from inside rooms should not exceed the following sound levels:

• Communal building equipment: 25 dBA(lefts, ventilation, etc.).

• Bedroom equipment, continuous noise: 30 dBA(mechanical ventilation, water radiators, etc.).

• Plumbing, intermittent noises: 32 dBA(shafts, neighbouring bathroom and WC).

Ibis ABC (approach building comfort).

Recommendations

5.9 Regarding customer information, every bedroom should contain a nominated hotel info sheet, fire instructions and rates (displayed on the bedroom door), a 15-minute guarantee flyer and the telephone information and “do not disturb” notices.

5.10 Regarding security, the bedroom door must have a lock or chain and every window also has a safety chain, unless it has a swivel-opening mechanism.In the bedroom with « lit bureau », the window chain must be closed by a key.

Specifics

5.9 • In France, Netherlands, Spain, the Canal + magazine should be available.

• In Germany, Austria, Hungary: TV guide.

Only Ibis literature should bedisplayed in the rooms"Environment"literature forISO14001 certified hotels.



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Content Documents / References5.11 The bedroom should contain the following:

• a 200 x 58 cm desk (minimum 80 x 55 cm),• a bench that can be used for seating or suitcases with

compulsory bench cushion (minimum 100 cm x 55 cm) unless there is a desk-bed,

• a set of three shelves,• a 46 x 58 cm wardrobe without doors, with a shelf above it,

fitted with five standard coat hangers and a trouser-hanger, in the same colour,

• a standing mirror,• a chair,• a press-button telephone with a direct external line and

equipped with a computer socket,• an automated wake-up call service in addition to reception

wake-up service,• one Ibis poster per bedroom,• a 51 cm minimum colour television or 20 inches LCD with

remote control and restricted volume offering:- all the country’s terrestrial channels,- five foreign channels in at least five different languages,- one sports channel,- one movie channel,- one 24-hour news channel,- three preset radio channels.

Bedroom toolkit.

Recommendations

Specifics5.11 • France, Netherlands, Spain: Canal+ Channel

• UK and Ireland: courtesy tea tray with kettle, 2 mugs, plastic teaspoons, sachets of tea, coffee, decaf and sugar.

Use Accor nominated carpenters.

When replacing televisions, installthe new nominated 20 inches LCDmodel.

A pop, classical radio station anda news radio station.

5 . B e d r o o m s ( c o n t . )



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5.12 The equipment, colours, materials and textiles are in line with ibis standards.

Bedroom toolkit.

5.13 The Ibis customers should be able to put his valuable in a individual safe deposit box.Either in his room or at the reception with a individual key.

5 . B e d r o o m s ( c o n t . )



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6 . B a t h r o o m s


6.1 The bathroom adhere to ibis standard. It includes the following components:• a bath or shower with mixer tap,• an adjustable-height shower bar and shower curtain or

splashguard,• a basin unit with mixer tap and surface for putting things

down,• a mirror above the basin unit

(minimum dimensions 0.63 x 0.85),• 2 lateral lights (150 lux),• a toilet with two-section rigid cover,• the various 2003 model accessories: 2 wall-mounted pegs,

2 toilet-roll holders, towel-rail, door peg waste-disposal bags,• shaver and hair-dryer socket near mirror, • 2 branded, nominated bathtowels and 1 bathmat,• 1 Ibis mini-soap (or liquid soap) and 1 shampoo/shower gel,Or dispensers• 2 wrapped, disposable plastic glasses (see minimum

referenced allowance).

Bathroom toolkit,product inspection check-list, ,Ibis ABC (approach building comfort)

6.2 The plumbing comfort criteria are:• hot and cold water provision as follows: at all times, in all

bathrooms, regardless of occupancy rates,• the water pressure on upper floors is 1.5 bar and on lower

floors not more than 3.5 bar,• Turning taps on or off does not make a noise

(waterhammer).

Specifics6.1 Germany, Austria, UK : glasses (instead of disposable plastic

ones).

For construction and total renovation,installation of a shower. Suspend toiletusage for renovations or construction.Installation of an hairdryer in100% of rooms. Adapt the quantityof bed linen to the number of peoplesleeping in the room (office bed,triple,...).


Referenced range

Recommendations



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6.2 (cont.)• Hot water is available at all times at a temperature between

45° and 60°C, with a maximum time to reach the tap of 10 seconds.

• the mixed water flow rates are a minimum of:- 18 l/min for the bath,- 12 l/min for the shower,- 6 l/min for the basin,

• the bath fills in under 6 minutes and empties in under 3 minutes,

• the taps work properly. They are easy to turn and do not drip.

• the toilet flush mechanism is efficient, flush reservoirs refill in under 2 minutes and do not overflow.


6.3 All products, equipment and materials used in bathrooms adhere to ibis standards.

SpecificsGermany, Austria, Hungary, Spain, Italy, Denmark, Sweden, Romania: toilet-brushes provided.

Construction and total renovationInstallation of 2 speed toilet flush.

Bathroom toolkit,

6.4 Hairdryer available at reception For more customer comfort, set upan hairdryer in the bathroom.

6 . B a t h r o o m s ( c o n t . )

Recommendations



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7 . M e e t i n g r o o m s

Content Documents / References7.1 Offer at least 2m2 per person, unlimited break continuously

available in the room itself, along with the Ibis meeting room equipment.

Meeting room guidelines.Recommendations

7.2 The temperature of the meeting room is adjustable by the customer using a thermostat marked in degrees.

7.3 All meeting rooms are air-conditioned for optimal working conditions.

7.4 Meeting room lighting ensures 300 lux at the table.

7.5 Option to darken the meeting room to ensure good projection conditions.

Implement the 2003 concept: single, set offering; disposable, unlimited break; 100% customer autonomy; sold as room rental (including break and audiovisual equipment) excluding ancillary services sold at advertised rates (bedroom, breakfast, lunch, dinner, etc.).

7.6 Option to telephone externally and connect to the network (net).

Meeting room guidelines.Quality inspection check-list.

7.7 Signposting adheres to brand recommendations. Visual identity guidelines.



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IbisQ U A L I T Y C O M M I T M E N T1 . 1 5-M i n u t e g u a r a n t e e


‘Sales spirit’ kit training and 15-minuteguarantee

Recommendations

1.1 All Ibis hotels enforce the 15-minute guarantee by:• Informing the customer (poster in reception and small

posters in the bedrooms).• Offering the service concerned if the problem is not solved.• Keeping the monitoring / statistics checked in ISO audit,• Already included in the ISO audit.

An employee has the autonomy totake the decision to offer the service,highlighting Ibis’s concern for qualityin the customer’s mind.On departureof the customer the employee checksfor satisfaction.

2 . I S O C e r t i f i c a t i o n

• ISO manual up to date on intranet.• Quality system.• Process.• Tool.• ISO inspection check-list.• “Strong Points” Poster

2.1 The Ibis brand is ISO 9001 certified and every hotel is engaged in the process.

The standard lays down the quality system and the brand’s ability to deliver products and services in accordance to our customer commitments as well as ensuring consistent quality.

Use ISO as a management tool andas a system for organising qualityin the hotel.


Certificate delivered by official body.2.2 The certificate is displayed at reception.

2.3 The ISO “Strong Points” poster is displayed.

2.4 Hotel objective: to obtain ISO 14001 certification (each countrydraws up its schedule).

Specifics2.4 On condition that these certification prerequisites are present

in the country.


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3 . H y g i e n e / B a c t e r i o l o g i c a l i n s p e c t i o n s

Content Documents / ReferencesLaboratory specifications (Gequip).

Recommendations3.1 Every year hygiene inspections are carried out and bacte-

riological samples taken from surfaces and foodstuffs in every hotel.

4 . E n v i r o n m e n t a l c h a r t e r


Hotel manager’s environmental charter.4.1 Every hotel acts on the points in the Accor environmental charter.

4.2 Posters of the charter, visible to the customer, spell out the actions taken by the hotel.

3.2 These inspections are handled by specialist laboratories nominated by the chain.

3.3 Food safety is ensured by application of the HACCP standard, posted up and followed in all hotels.

HACCP file.

3.4 To ensure better quality domestic hot water, all inspections and maintenance operations are carried out.

Water quality file."Accor Legionnaire's Directive"

3.5 To ensure better hygiene levels, teams undertake to implement corrective measures on the points identified during inspections.

Action plan.

Setting up of the new environmentcharter.

Environmental charter.

Q U A L I T Y C O M M I T M E N T


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E M P L O Y E E S


• Recruitment aid tool.• Provisional rota.• Benchmarking.• Monthly summary.

Recommendations

1.1 “Ibis Equipe”: Ibis hotels are standard and unique in part because of the way work is organised and business forecast, the law kept, and the experience and results of other brand hotels used. All hotels have access to all the tools they need to implement the process.

Essential for "subsidiaries".Intranet “Equipe”

• Skills Guide• CD-ROM for independent learning• Evaluation sheets.

1.2 “Ibis Players”: every employee has to be confirmed on his main job, and then he’ll be able to develop, learn new professional skills, see his or her pay rise, receive recognition and thus be motivated. All the tools are available to all employees in all hotels, so they can benefit from the “Player”process (evaluation, self-training, level of qualification, etc.).

Essential for "subsidiaries".Intranet “Palyers”

Training plan.Ibis curriculum.

1.3 Training: every year all hotels produce a training plan for their teams that is consistent with the Ibis training curriculum.

Accor evaluation handbook.1.4 Evaluation: once a year every employee is evaluated individually by his or her superior to summarise performance so far and set targets for the future.


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M A R K E T I N G


Pricing policy note.

Recommendations

1.1 Pricing policy: all hotels offer the best value for money in the“economy full-service” category.

All hotels’ pricing is consistent withbrand strategy and the year’srecommendations.

1.2 Communication of rates: rates are clearly displayed outside (totem / banner / 12 m2) and inside (reception signs, bedrooms).

It is compulsory to display your hotelrates outside of the hotel if you donot have a totem pole.

Reception memo.1.3 Distribution: all hotels respect the direct distribution strategy at the lowest cost.

Visual identity guidelines.1.4 Advertising - Communications: in all communications: the logos, identity, graphics and texts are all those prescribed by the brand.


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IbisI T S Y S T E M E

Ibis Intranet.


1.1 Intranet - Ibis: all hotels are connected to Accortel for access to all information, decisions, actions, bibles, etc.

1.2 Statistics: every hotel communicates its statistics to the chain in the established form.

All purchasing is from Accor nominatedsuppliers.

Gequip.(for France)Regal (for France).Accorequip

1.3 Purchasing: all products used adhere to the established brand standards (quality guarantee).


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Ibis Breakfast Core


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Objective: being the best in its category

BREAKFAST


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• Opening times

• Servuction

• Price

• Country product standardisation

• Country presentation standardisation

World Ibis Breakfast Core

• Composition of breakfast (contents, display

etc.)

• Lists of obligatory products (specific product

names).

• ‘Free choice’ products

• Promotion and events

• Breakfast tray cost + hours worked per

breakfast served

• Setting a sales price for the country

Country Ibis Breakfast Core

ONE COUNTRY = 1 BREAKFAST

BREAKFAST

Defining a ‘World Ibis Breakfast Core’ to allow each country to compose its own Ibis Breakfast Core.


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Ibis1 . Service Times

Our Customer Promise:

Breakfast from 04:00 am to 12:00 am

Our Ibis response:

Early riser: 04:00 – 06:30 (maximum)

Buffet: 06:30 – 10:00 (minimum)

Late riser: 10:00 – 12:00 (maximum)

The full opening times for the self-service buffet may vary according to the customer profile, but it must be available, for a minimum period between 06:30 and 10:00.

BREAKFAST


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2.Servuction


A plentiful and quality breakfast.

Our Ibis response:

Self-service Buffet.

- must be served as an ‘as much as you can eat’buffet.

- must be available as a self-service buffet, no table service

Early riser / Late riser:

- self-service

- located close to front desk and be easily visible for clients

BREAKFAST


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A quality breakfast at the best price.

Our Ibis response:

- A price set per country

- An identical price for all hotels in the country

- A price in keeping with the room rate

- the early riser/late riser price is less than the full buffet price

BREAKFAST


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4.The Products (1)

Our Customer Promise:A quality breakfast

Our Ibis responseSelf-service Buffet- The product offer is plentiful and of good quality- A standardised, identical product offer for all hotels in the country (offer determined by the country)- Each hotel must feature 2 regional products on the buffet- A product offer entirely adapted to customers’ requirements in the country- An identical product offer for all customer segments in the hotels- An identical product offer throughout the entire buffet service

BREAKFAST


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4. The Products (2)


Our Ibis response:Early riser / Late riser:- The product offer is set by each country around the following compulsory items:

- Coffee, Hot water, Hot milk, Powdered drinking chocolate, Tea bags,- Crystallised sugar, sugar lumps,- Individually-wrapped Danish pastry or cake (madeleine, fruit cake etc.), - fruit juice

BREAKFAST


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5. Customer welcome


Our Ibis response:- All customers are greeted at breakfast by a member of the team.- The size of the breakfast teams are set in accordance with the number of customers taking breakfast.- If the hotel does not have a restaurant, the breakfast teams wear the Ibis reception uniform for the country. If the hotel does have a restaurant, the teams wear the concept uniform.

BREAKFAST


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6.The set up (1)


Our Ibis response:The Self-Service Buffet.

- The buffet set up is adapted to the size and structure of the breakfast room to ensure smooth service- The buffet contents are determined per product and per country- There are no tablecloths on the tables – just the sugars - Customers use trays to get their breakfasts and can leave their trays on a trolley when they have finished- Each hotel determines and follows the set up for its buffet andearly/later riser breakfast- If the hotel has a restaurant no breakfast items should be visible outside breakfast service times

BREAKFAST


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6. The set up (2)


Our Ibis response:Early riser / Late riser:

- The early/late riser breakfast contents are determined per product and per country around the following compulsory items:

- fruit juice glass- mug, - paper napkins, - teaspoons

BREAKFAST


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7. Quality

Our Customer Promise:Commitment and quality guarantee

Our Ibis response:- All breakfast items are standardised in the ‘Country Ibis Breakfast Core’- The ‘Country Ibis Breakfast Core’ is accessible to all employees- The ‘Country Ibis Breakfast Core’ is endorsed by Ibis Marketing Product Management.- The product audit ensures that the ‘Country Ibis Breakfast Core’ is fully implemented

BREAKFAST


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The “Cœur Ibis”uniforms


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Dress code:

The IBIS hotel uniform must be a sign of simplicity and conviviality.It can present a look known as “sporty” but must never be neglected or out of place.It must be perfectly clean, therefore no creased or un-ironed clothes.Cuts and materials chosen must adapt to the various morphologieswithout discrimination.

Wearing a tie is left to the person’s discretion according to the country and the uniform defined.

Shoes must be in keeping with the outfit, if the outfit is sporty in style, “sports” shoes are authorised, but they must be clean.

Hair must be tidy, make-up must be discreet.

UNIFORMS


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1 UNIFORM PER COUNTRY (no local or regional version)

1 ACCOMMODATION UNIFORM (Reception)

1 FLOOR UNIFORM

1 CATERING UNIFORM

1 TECHNICAL UNIFORM

As a reminder, wearing a badge is compulsory.

1 . The essentials (1)

UNIFORMS


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ACCOMMODATIONMen:

- Trousers - Short or long sleeved polo shirt

or Short or long sleeved shirt- Waistcoat or jacket

Women: - Trousers or skirt- Short or long sleeved polo shirt

or Short or long sleeved blouse- Waistcoat or jacket

+ Accessories type scarf, belt…

UNIFORMS



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RESTAURANTIn the event of a choice of change with regards the currentuniform, the accommodation uniform will be adopted andteamed with an apron identifying the concept.

When there is no Restaurant concept, the staff dedicated to the breakfast service wears the “accommodation” uniform.

FLOORS - Women’s zip-up chamber overall

Or - Short trousers or trousers - Short or long sleeved polo shirt- Closed-in shoes- Hair net or “uniform” bandana

TECHNICAL- Technician “multi pocket” trousers- Short or long sleeved polo shirt

UNIFORMS



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COLOUR CODES

Trousers and skirts:Grey, black, beige, brown (1 colour per country only )

Polo shirts, shirts ….No colour is forbidden but the harmony of the entire outfit must be preserved.

UNIFORMS



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2. Forbidden garments

JeansT-shirtsVisible piercing Flip-flopsTrainers or gym shoes

UNIFORMS


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DRESS CODE FOR ASSISTANTS

Assistants are the guarantors, in the same way as directors, of the exemplary nature vis-à-vis colleagues.

They can adopt a “civil” outfit while being concerned with respecting the “customer” relationship. Their dress will therefore be discreet, correct, but never slovenly, “sloppy”or too “fashionable”.No jeans, no short jumpers, no provocative clothing…Shoes must be adapted to the outfit.

Failing to adapt an outfit in accordance with the brand’s aesthetic demands, assistants will be obliged to wear the IBIS uniform

UNIFORMS

k n o w – h o w ” - ac-orleans-tours.fr

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Transcript of k n o w – h o w ” - ac-orleans-tours.fr