Mercure Essentials - The Complete Guide - June 2012

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Les Essentialsbook des priorits90 marqueurs pour tre un htel Mercure

2012

MercureProduct Essentials

The Complete Guide

How to be quintessentially Mercure2012


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Indoor

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Food & Beverage Meeting

rooms

Fitness &

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The Guestroom

In an increasingly globalised world, customers now aspire or diversity,

without compromising on quality.

Mercure has strong assets to meet these guests expectations. It is the

only midscale hotel brand that combines the strength o an international

network with guaranteed quality standards, and the genuine experience

o hotels, all dierent, rooted in their local community and managed

by enthusiastic hoteliers.

Mercure has the ambition to be the most recommended midscale

Glocal brand by customers, partners and teams (Glocal means

at the same time global and local).

In this context, our priority is to build a stronger brand, by developing

and ensuring the consistency o our Product oerings and by providing

strong and dierentiating brand identifers.

Mercure Product Essentials refect this brand commitmentin terms

o product and equipment that all Mercure hotels have to implement.

Following the Mercure Product Essentials guidelines is undamentalto our success in building a powerul and attractive brand as well as

strengthening our relationship with guests.

Frdric Fontaine, Senior Vice-President, Mercure Global Marketing

BE CONSISTENT

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INTRODUCTION

Being compliant and implementing the Mercure

Product Essentials are mandatory to be a Mercure

hotel.

Mercure Product Essentials are the foundation

for all Mercure hotels in the network.

Each element is important and cannot be ignored.

However, this document can be completed locally with

additional points according to specifc market conditions.

Mercure Product Essentials must be used for any

new project: takeover, ranchise, renovation or new

construction.

They should also be used or quality monitoring

processes.

Mercure Product Essentials are made up of two

distinct documents:

1) Mercure Product Essentials The Basics

(interactive PDF and brochure ormats):the 90 Product key points enable Mercure to express

its dierence and personality.

This document is available on the Mercure Intranetand

on the Mercure Extranet mercure-les-essentiels.com

Please note: The Mercure Product Essentials do not

substitute and must not hinder the compliance with local

regulatory requirements, an well as saety and security

measures.

2) Mercure Product Essentials The Complete

Guide (interactive PDF ormat):

the complete document that lists the previous 90 key

points completed by additional Product points and

including recommendations and implementation

deadlines.

This document is available on the Mercure

Extranet mercure-les-essentiels.com

Furthermore, the Mercure Product Essentials

refer to already existing brand documents:

- The sign technical booklet

- The static signage technical specifcations

- The Internet and Wireless Standards

- Mercure Standards Meetings Rooms

All these documents are available on the Mercure

Intranet.

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: Immediate implementation : Include them in the investment budget for the coming year : Install them during a renewal or renovation: Essential

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What guests expect

Guests want to get to their hotel quickly and easily. I they come by car,

they want parking that is easy to fnd and sae.

How we meet these expectations

The hotel should eel welcoming even as guests approach it rom the outside. The hotel

and its surroundings should create a welcoming image and help guests to fnd their way

to the hotel, where they will fnd a high-quality, impeccably clean environment.

OUTDOOR PUBLIC AREAS Pleasant, welcoming hotels

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A building with style Outdoor areas Indoor or outdoor car parks Eective outdoor signage

Mercure Olbia Hermaea - Italy Mercure Josesho Vienna - Austria

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What makes Mercure hotels stand out is their diversity.Each one has a personality, and fts in with the local environment.

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Mercure hotels are part o a network that doesnt impose identical standards, leaving room or originality.

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A building with style

A building with style

The hotel must be a 4-star establishment by international standards.

The ambiance and decor are locally inuenced and, above all, welcoming.

Contemporary, classic or traditional, every hotel has its own style.

OUTDOOR PUBLIC AREAS

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I your hotel has a garden or other outdoor areas, these should be landscaped, with well-tended plants, shrubs and lawns.

Plants, trees and owers should be inspired by local culture.

The faades, walkways, immediate surroundings and car parks must be clean and enhanced with continuous shadow-free lighting.

The lighting must make it easier to move around, make guests eel sae, and enhance outdoor areas.

The furniture on terraces and in sales outlets must be made of natural or new high-quality materials (metal, aluminium, synthetic bres or outdoor-treated fabrics).

Resin-type materials should not be used.

Parasols should not display advertising.

Advertising-free ashtrays should be provided at the entrance to the hotel.

Check with your local municipality whether local regulations allow this.

The furniture on terraces and in sales outlets must be free of ads and belong to the same line of furniture.

Outdoor areas

Outdoor areasOUTDOOR PUBLIC AREAS

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I your hotel has a car park, it should be well-lit and maintained (no waste materials), and feel safe.

If the outdoor car parks belong to the hotel, make sure they are provided with green areas. These should include trees and be properly maintained.

Spaces for each vehicle should be properly demarcated.

It is mandatory to provide litter bins and ashtrays (one per 20 to 25 spaces).

I local regulations permit, use bins with lids.

Luggage trolleys should be available in the car park and in the lobby:

> 1 trolley for every 25 rooms in hotels with under 100 rooms,

> 4 trolleys + 1 trolley for every 50 rooms in hotels with over 100 rooms.If the trolleys carry a Mercure logo, they should comply with the 2012 Mercure Graphic Charter.

There should be spaces reserved for disabled guests and accessibility signage must be easy to see. The number of disabled spaces will vary according to local regulations.

Mercure recommends introducing these even i they are not demanded by local regulations.

Indoor or outdoor

car parks

OUTDOOR PUBLIC AREAS Indoor or outdoor car parks

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Mercure signage must provide good visibility or the hotel.

Outdoor

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Eective outdoor signage


Road signs, advance signs, posters and arrows must give directions, be permanently installed and comply with the 2012 Mercure Graphic Charter (according to current local regulations).

Choose a vertical ag where possible. Use a banner if a vertical ag is not permitted.

As banners are not lit, they cannot identiy the hotel at night. I so, provide extra lighting.

To be seen rom aar, an illuminated sign on the roof and/or faade gable box or text are necessary.

An illuminated vertical ag and/or banner provide medium-distance visibility.


Signage at the entrance provides good visibility o the hotel name.

An illuminated box sign can replace the canopy panel in certain cases.

The Mercure and Accor plaques placed at both sides o the entrance are essential.

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I there is sufcient space, an illuminated solid marker, banner and/or fags can be added.

Use banners where possible as they are stronger and more visible than ags.

Depending on local regulations, the ofcial hotel rating plaque should be positioned near the Mercure plaque.

You must also comply with all of your countrys legal requirements for outdoor and indoor displays.

All signs must ollow the Mercure 2007 signage technical specifcations and be approved by the brand.

The existing signs based on the 2004 signage technical specifcations comply, apart rom ags and banners.

Car parks should be equipped with access signage (pictograms or text), a welcome message at the entrance, and a farewell message at the exit.

The signage and messages should comply with the 2012 Graphic Charter.

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See the sign technical booklet, available from your country marketing contact or via the Mercure Intranet.

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What guests expect

Arriving at the hotel is a key moment or guests. They want to be greeted quickly,

be recognised and eel reassured about having chosen us.


How guests are welcomed to the hotel and served at reception is something they notice

right away. It should be personal, natural, and in a warm atmosphere that is specifc to

each hotel: guests can tell they have walked into a Mercure hotel.

INDOOR PUBLIC AREAS A warm and personal welcome

The reception is

strategically important

Public toilets

in the lobbyCorridorsLits Indoor signage

Customised

entrance

and lobby

Mercure Le Prsident Biarritz Centre France Mercure Paris Ivry Quai de Seine France

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Every Mercure hotel has its own interior design that createsan authentic, warm atmosphere; guests eel welcome there.
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Ater entering, its the hotels personality together with Mercures brand identity that guests notice, beginning at reception.

Customised entrance and lobby

The door or the entrance should either be a revolving door or open automatically.

A Mercure security window sticker to identify glass surfaces should be placed on entrances or doors.

The entrance and lobbyare open and welcoming.

Natural plants and oral arrangements should be used to decorate the space.

The space should use several light sources to create a warm atmosphere.

Ashtrays without advertisements should be placed at the access points to all non-smoking areas (depending on local regulations and anti-smoking laws in force in each country).

A doormat should be installed. It should not carry the Mercure logo.

Avoid placing advertising on glass surfaces other than those authorised by the country or required by local regulations.

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Customised entrance and lobbyINDOOR PUBLIC AREAS

An executive lounge is recommended for hotels with over 250 rooms. I t should have at least 40 chairs.

There should be a tent-card or yer telling guests how to connect to the Internet.

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There should be a sitting area with soas,armchairs, chairs and coee tables.

Mercure recommends that the press display and hotel documentation are located near the sitting area.5

The press display should ideally be mobile so that it may be placed at the entrance to the breakfast area. The model should be chosen with the help of the country marketing team. Guests should at least nd:

> One general national or regional daily

> One general foreign daily (choose the language to match your guests) or a press review (in a minimum of 4 languages),

> A daily theme is highly recommended, depending on the prole of your guests (business, sports, etc.)

> General weekly and/or monthly magazines: nancial, sports, womens, travel, leisure, etc.

There should be a well-stocked press displaywith current newspapers and magazines.5bis

The musical ambiance should suit the time o day. No radio.4

Wi-Fi access should be available. This is free up to 256 kb, which allows guests to check email, surf the Internet and instant messages (IM). Above 256 kb, an access fee may be charged.

Cable access is optional.6

An Internet point (computer connected to the Internet), freely accessible and clearly visible should be provided.7

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Outdoor

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Customised entrance and lobby

Any brand posters should always be in glass frames and comply with the current Mercure campaign.

A secure luggage room must be available to guests. It can be a closed room or a space behind the reception desk.

Depending on in-country regulations, a telephone must be available for guests in the lobby or reception. It must be accessible to disabled people.

A special area should be used to display branded items from the Mercure shop. It may be designed into the lobbys architecture.

I there are plans or an MShop, the various items should be grouped together (ood, branded items, etc.).

The photo of the co-founders should be placed near the reception.

A Mercure-branded notepad and pencil should be placed next to the phone.

The telephone user manual and rate card should be placed next to the phone.

A second stand may be used for commercial or tourist brochures.

There should be no other urniture or documentation holders in the lobby.

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A stand for brand documentation should be provided near the sitting area. The model should be chosen with the country Marketing team.

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The reception is


The reception area is what a guest sees rst, and is a focal point for guest interaction.

The reception is strategically important

The counter should be non-linear in shape and positioning, made up o separate blocks, or o dierent heights.

The work suraces should be designed to allow all types o equipment, provided they are invisible to guests.They should also be checked or user-riendliness and convenience.

The desk counter should be well-lit to make reading easy.

Irons and ironing boards or an ironing room should be available for guests.

Safes should be available for guests if their rooms are not already equipped with them.

Bottle warmers and changing mats should be provided. The numbers of each of these items will depend on your guest prole.

Depending on local regulations, an Automated External Debrillator should be located near the reception desk. It should be properly labelled to make it easy to spot.

The counter should be designed with a recess to simplify contact with disabled guests.

There should be a shelf for briefcases, handbags or documents.

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A bouquet o resh owers, a ruit basket or candy dish should be used to welcome guests.

Electrical and computer adaptors, universal phone chargers etc. can be lent, possibly with a deposit.

There should be a rst aid kit.

The candies offered to guests should be Mercure-branded or manufactured locally.

Essential items (condoms, feminine protection, etc.) should be available from a vending machine or sold at the reception desk.

Mercure-branded courtesy convenience products should be available to guests: shaving kit, toothbrush, shoe cleaning kit, sewing kit, comb.

Replacement hairdryers should be available if missing from rooms.

The music used to put guests on hold should be that selected by Mercure.

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Sets of tags compliant with the 2012 Graphic Charter should be provided for luggage.

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Magnetic cards and card holders or key chains for rooms must comply with the 2012 Graphic Charter.

If there is no business centre, a fax and photocopying service should be made available.

The staff should be easily identiable by their uniform and a Mercure identication badge.

The frst and last names must always be typed.

Managers and heads of department should wear Mercure insignia.

Emails should be signed using a Mercure email signature that complies with the 2012 Graphic Charter or is in line with country guidelines.

Luggage assistance should be available upon request.

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Wall coverings should be washable.

Toilets should be wall-mounted and the tank hidden.

No grid piping should be visible.

Under current regulations, at least one toilet (for men and women) should be available for disabled people.

Floor coverings should be easy to wash (tile, stone, etc.).

There must be ceiling lighting in the cubicles. Lighting to illuminate guests faces should be set in the ceiling outside the cubicles.

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Public toilets

in the lobby

Public toilets in the lobby

In the mens toilets, urinals should have automatic ushes and incorporate privacy separators.

Fittings outside the cubicles

Basins should have limited-ow mixer taps controlled either manually or automatically.

There should be a wall mirror above the washstand.

A liquid soap dispenser should be available.

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There should be paper towels or an electric hand dryer.

There must be a fragrance diffuser that operates continuously and unobtrusively.

There must be welcome products (cut owers, eau de toilette, etc.).

There must be a bin. It should be tted with a bin liner.

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Public toilets

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Public toilets in the lobby

Fittings inside the cubicles

There should be a clothes hook on the back of the door.

There should be a wall brush with a removable support.

The installation should comply with country standards.

The small lidded bin should be tted with a bin liner.

There should be some form of protection or cleaning for the toilet seat (seat cover or spray + wipes system).

There should be a double-capacity toilet paper dispenser.

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Lits

Lits

If people can go directly to the upper oors from outdoors or from the car park, there must be some form of access control.

There must be permanent lighting bright enough to read the control panel.

The cubicle should be equipped with a handrail.

The control panel should be equipped with symbols and visual and tactile characters (raised numbers, lights, etc.).

To prevent damage and wear due to luggage handling, a mirror should be installed in the upper part of the lift.

A glass or Plexiglas frame should be used to display useful information (restaurant, bar, hotel services, etc.).

This inormation must be updated regularly and kept in good condition.

The lifts must be accessible to disabled people.

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Outdoor

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Corridors

Corridors

Corridors should be provided with permanent mood lighting or automatic presence detection.

Any brand posters or displays must be framed and comply with the current Mercure campaign.

The lighting should be bright enough to see the locks and room numbers.

Bins are placed at the lift exits or in the corridor. Depending on in-country regulations, the bins may be tted with ashtrays.

To prevent damage and wear due to luggage handling, the walls should have baseboards and corners that match the decor.

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Outdoor

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Indoor signage - Clear and useul inormation

Dynamic digital displays provide guests with all the required inormation and communication about the brand, country and the hotel.

Dynamic displays are preerred over static signage at reception and in the meeting rooms.

Prices, exchange rates, managers names, messages or guests (transport, weather, news, etc.), date and time are all displayed at reception.

Meeting rooms should be signposted in the lobby, and each room should be clearly labelled.

A screen or a display on a pole or xed to the wall in the lobby will give the name of the guest company, the name of the meeting room(s) booked, and directions where necessary.

A screen or a display in front of each room indicates the name of the guest company.

Specifc signage should be posted according to the regulations of each country (non-smoking area, information for people of restricted mobility, etc.).

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Outdoor

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Indoor signage - Eective signage

Signage should direct guests from the car park to the different areas of the hotel: reception, bar, restaurant, meeting rooms and rooms.

In lifts, the following information at the very least should be found on the control panel: reception / room numbers / breakfast room and restaurant.

Mercure recommends that this signage is added or meeting rooms, the Privilge oor or rooms, non-smoking oors or rooms, the bar, etc.

Signage should be clear and detailed. Signs in the lifts should show full details of the rooms and facilities on each oor; those in the corridors should give clear directions to all rooms, and

the room doors themselves should be clearly numbered. Privilge rooms should be identied with their specic logo.

In corridors, the signage should be clear and visible (room or meeting room number) immediately on leaving the lifts.

On bedroom doors, the numbers should be clearly legible and in good condition.

Non-smoking signage should be visible for the oor(s) in question, and on bedroom doors.

Privilge signage should be in place for the relevant oors and bedroom doors.

Saety indications and escape routes should be recognisable and easy to nd.

The number o languages depends on the laws in orce in the country.

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Indoor signage helps guests locate the dierent areas o the hotel.

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The

Guestroom

The

Guestroom

THE GUESTROOM The room, a space to eel at home

What guests expect

Sleeping, working, relaxing Rooms should meet all these needs, and make guests

eel comortable and secure.


Rooms should eel authentic with locally inspired touches: prints, photos on the wall.

They should be comortable, welcoming, and spotlessly clean, with high-quality urnishings.

Mercure Paris Centre Tour Eiffel France Mercure Utrecht Nieuwegein Netherlands

A big, comortable bed Furnished or comortPleasant andunctional lighting

Cosy urnishings Facilities to suit every need Operating documents

The Privilge roomThe bathroom, a place o well-beingThe room, a space to eel at home

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The rooms express the hotels personality.The essentials are comort and quality.
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The bed should be the ocus point o the room, with high-quality equipment to make it look welcoming.

THE GUESTROOM The room A big, comortable bed

The bedding must be Mercure-referenced.

The bedding must at least comply with Mercure specifcations (size, quality, height, etc.).

In twin rooms, the two beds should be 100 x 200 cm and must have a zipper or other fastening system.

The hotel must be able to provide extra mobile beds. There must be enough beds for all hotel guests.

The bed base and mattress should be changed at the same time the bedding is replaced.

Mercure recommends changing the mattress and base every 5-7 years.

If there is an extra bed, it must be at least 140 cm wide for two people and 90 cm wide for a single.

The hotel must provide cots with a plastic-covered mattress. There must be enough beds for all the hotel guests.

Beds in every guestroom must be tted with a headboard that matches the rooms design.

Double beds should measure at least 160 x 200 cm (for double or single room conguration) and single beds at least 100 x 200 cm (for twin room conguration).

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Guestroom

A big,comortable bed

Double beds should have a bedside table on each side. There is one bedside table for a single bed.

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A big, comortable bed

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A big,comortable bed

The bed linen is white or ecru as referenced by Mercure or at least in line with brand specications for size, quality, weight, and colour.

The duvet should comply with Mercure standards or at least with brand specications for size, quality, weight, etc.

Each double bed should have four pillows and each single bed two pillows.

I the beds are not already equipped with our pillows, an extra pillow (in a pillowcase) per person is available in the wardrobe or at reception.

The bed should have a duvet, two pillows per person, and a bedskirt.

The bedskirt should completely cover the base.

Each bed has a cotton mattress protector.

There is an extra blanket in the wardrobe or available upon request.

A decorative counterpane and two cushions should complete the ensemble.

THE GUESTROOM The room

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Rooms should be comortable, providing peace and quiet so guests can rest.

Furnished or comort

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Furnished or comort

Each hotel should have rooms that are adapted for disabled guests. The number of rooms and their design specications should comply with in-country regulatory requirements.

Mercure recommends setting aside at least two rooms even i there are no special regulations.

There should be an indoor security system. There should at least be a secure door handle that opens with a card or key and a system for locking the door from the inside.

The hotel should have a minimum of 60 rooms.

Each hotel should offer non-smoking rooms indicated by appropriate signage and where possible all on the same oor.

Optimum sound insulation should be used to block outside noise and provide greater privacy.

The heating and air conditioning should be individually adjustable and very quiet.

Rooms are never smaller than 20 square metres.The Total Gross Floor Area (TGFA) should be between 40 and 60 square metres.

Mercure recommends a guestroom surace area o 25 to 30 square metres.


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Mercure recommends three categories of room for three levels of comfort: Standard, Superior and Suite (Junior Suite and Suite).

Privilge rooms, which are specifc to Mercure, can be distinguished by their additional products and services.


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Furnished or comort

Guests should not notice any unpleasant odours in the guestroom when they rst arrive. It should be properly ventilated and aired before the guest arrives.

Wide, thick drapes should be used to block out light (drapes should cross over 20 cm).

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Upholstery and urnishings should be o the highest quality, impeccably clean and well maintained.5

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Work, rest or play The room lighting can be adjusted to meet guests needs.

Pleasant and unctional lighting

The

Guestroom

The

Guestroom

Pleasant and

unctional lighting

The lighting in the entrance uses recessed spotlights or a wall light.

A bedside lamp, or a small spotlight on the head o the bed, ensures that guests can read easily.

A master switch (mechanical or card) must turn on all active light sources.

Each guestroom should have a bedside lamp or wall lamp.

There is an additional minimum 200 lux light source in the relaxation/work area.

The headboard should have a double switch that works in tandem with the switch at the entrance.

Each lamp or wall lamp has a single switch.

Several light sources should be accessible or guests and positioned according to the design o the room including bedside lamps, lighting or the relaxation/work area and the entrance.


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The room urnishings should make it easy or guests to relax or work.

Cosy urnishings

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Cosy urnishings

The wardrobe should be tted with wooden hangers (four hangers for jackets and shirts and two hangers with bars and clips for skirts and trousers). The hangers are not equipped with an anti-theft system.

The guestroom should have a xed luggage rack if it is big enough, otherwise a folding one.

The table should be either a moveable table, a desk, or a work console. Typical sizes: L = 80 cm x W = 60 cm.

Always make sure the guestroom has enough space. Depending on the size o the room, catering needs can be combined with its use as a workspace.

Each guestroom should have a minimum of two seats:

> for relaxation (armchair or comfy chair),

> an ofce chair, or a second seat (armchair or comfy chair).

I theres not enough room, the second seat can be replaced by a poue or stool.

Caution: some countries require a fxed number o seats depending on the number o people likely to use the room.

There should be a hairdryer (with plug) stored in the wardrobe or the bathroom (a wall model without a plug). It should comply with local regulations.

The table should be suitable or eating or working. There should be a comortable chair, and a second seat such as an armchair, poue or stool.

The wardrobe is closed with a door. It is equipped with a rail at 1 m 70 cm from the ground, three to four shelves for clothes and a drawer (adapt the number to suit the guest prole).


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THE GUESTROOM The room Cosy urnishings

There should be two glasses on a tray as a nal touch.

Mercure recommends using drinking containers made o glass. I they are made o plastic, they should be packaged and sealed individually.

The safe is installed in the wardrobe or in another piece of furniture. It must be large enough to hold a laptop.

The complimentary tray includes:

>one kettle, two cups or mugs and two spoons,

>two coees, two decas, two teas and two herbal teas,

>our sugars, two sweeteners and two milk sachets.

The kettle should always be empty, clean and ree o limescale.

The

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The

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Cosy urnishings

A mini-ridge, a safe and a welcome tray (including tea and coffee making facilities) must also be provided.

The rooms refrigerator or mini-bar should be either empty or lled, depending on country policy.

Mercure recommends an upright ormat with a glass door.

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For guests convenience, a laundry service should be oered.3

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The guestroom should also contain a folder for Mercure and hotel documentation.

Mercure also recommends an integrated older o guestroom urnishings.

There should be an ashtray (referenced by the brand or complying with the Graphic Charter) in the room. It will come with a No Smoking card in non-smoking rooms.

The guestroom should have a lidless wastepaper bin in stainless steel or epoxy.

The

Guestroom

The

Guestroom

Cosy urnishings

THE GUESTROOM The room Cosy urnishings

The guestroom should also have a full-length mirror.

It should be placed to make the most o the available space. Mercure recommends not placing the mirror in the bathroom, to give guests a better view.

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Audiovisual equipment and Internet access make the room perect or work or play.

Facilities to suit every need

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The television must be fat-screen,at least 32 inches in size, and properly adjusted.

A varied selection o national and international programmes should be oered in every hotel.

The television set must meet Mercures specications. It must have a volume control.

Mercure recommends that the TV is visible rom the headboard and the seats. I its a rental TV, it must be changed or a 32-inch with a multimedia unction next time the lease is renewed(except in Privilge rooms where TVs should be immediately upgraded to 32-inches).

The remote and channel list should be clearly visible near the TV. The channel list can be incorporated into the home screen of the TV. National and international channels should include:

> national and local channels,

> one continuous news channel in the local language (if not already available in the national channels),

> one movie channel,

> one sports channel,

> one general channel in the language of the majority of hotel guests (apart from national language)

> one 24-hour news channel in the language of the majority of hotel guests (apart from national language) is highly recommended.

And if available:

> other themed channels (Discovery, weather, music, youth, lifestyle),

> radio programmes (local, news, music) if technically possible.

Mercure does not recommend PayTV. I adult flms are available, it is mandatory to have an image and sound blocking system installed.


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The television should have connections or smartphones, computers and cameras.3

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Facilities to suit every need

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A Mercure-branded notepad and pencil or pen should be placed next to the phone.

There should be a tent-card or yer telling guests how to connect to the Internet.

The label on the phone displaying the services should comply with the 2012 Graphic Charter.

Electrical outlets and cable access to the Internet, should be easily accessible and visible to the guest. The sockets should not be controlled by the main switch and should always be on.

Mercure recommends oering access rom both the bedside and the work area.

A telephone should be placed on one of the bedside tables or work tables with the user instructions nearby or in the room directory. A rate card should be included if required by in-country legislation.

The telephone should have the following features:

> alarm clock,

> one-key access to reception,

> one-key access to the restaurant, room service, or other services,

> identication of messages received,

> modem connection.

Mercure recommends that the phone can be moved rom the bedside to the work area.

The guestroom should have a dedicated TV socket and an aerial socket.

Wi-Fi access should be available. It is free up to 256 Kb, which allows guests to check email, surf the I nternet and instant message (IM).

Above 256 Kb, an access fee may be charged.

Cable access is optional. It will depend on your guest profle.


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Consult theInternet and Wireless Standards documentavailable from your country marketing contact or via the Mercure Intranet.

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Everything should be on hand to keep guests inormed.

Operating documents

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Operating documents

The safety instructions, evacuation plan and prices should be visible on the back of the main door of the room.

Rates must never be written by hand.

The following Mercure documents should be in the room:

> the hotel services guide (room directory) in the local language + a foreign language (for the majority of hotel guests),

> the room service menu,

> the breakast room order orm,

> the Les Grands Vins Mercure yer if this is applied in the country,

> the Mercure or country promotional brochure, i any.

These should be included in the documentation folder in compliance with the 2012 Graphic Charter.

A Do Not Disturb sign should be attached to the door handle. It should comply with the 2012 Graphic Charter.

The laundry bag with operating instructions and the rate card should be placed in the wardrobe. They should comply with the 2012 Graphic Charter.


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The

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THE GUESTROOM The bathroom, a place o well-being

What guests expect

Your guests want to pamper themselves in a pleasant, private and peaceul setting.


The bathroom should be a clean, comortable space in which guests eel relaxed.

The fxtures are designed or comort, and there is a selection o attractive bath

products and accessories.

Mercure Dijon Centre Clmenceau France

Top-o-the-range xtures Careully designed lighting Space is everything Quality bath products

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The bathroom is a unctional, comortable space where guests eel at ease.

The ooring is slip-resistant and suited to a damp environment.

The walls should be at least tiled (or tted with materials suited to a damp environment) to the ceiling, around the bath and shower.

The fxtures and urnishings are o the highest quality and impeccably clean.

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Top-o-the-range xtures

Privilege roomThe bathroom, a place o well-beingThe room, a space to eel at home

Top-o-the-range xturesTHE GUESTROOM The bathroom

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The bathroom also has a magniying mirror on a retractable arm.3

There is a basin with a mixer tap, and the surrounding countertop is as wide as possible to provide sufcient space for complimentary products and guests personal items.2


Space is everything

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Sufcient lighting, where guests need it, creates a sense of well-being.

This should include ceiling-mounted lights and lateral acial lighting in or surrounding the mirror.

The dual lighting in the ceiling and around the mirror should be at least:

> 450 lux at eye level,

> 250 lux at ground level.

The shower must have waterproof recessed spotlighting.

The bathroom has a dual switch (outside the bathroom if required by local regulations). This can be a single switch if the mirror lighting is separate.

The bathroom has an international standard shaver socket, and should indicate the voltage.

If the toilet is separate, it must have a recessed spotlight or a wall light with a single switch.

There should be sufcient, good-quality lighting in the bathroom.

Careully designed lighting

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Careully designed lighting

THE GUESTROOM The bathroom

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Space is everything

The shower should be a rain-type xture on the wall or ceiling.

We recommend that 80% o bathrooms have a shower.

The shower should have a wall soap dish that allows the water to ow easily.

The shower should also have a hand-held shower head with a rain-shower or multi-jet head, one exible hose (at least 1.50 m) and a mixer tap with a reverser.

However the room is laid out, the minimum sizes must be respected 80 x 120 cm for the shower, 70 x 160 cm for the bath.

The shower should have a bar or a wall mount on which to hook the hand-held shower.

Mercure recommends paying special attention to the proper positioning o this mount.

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Space is everything

The shower or bath area


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The bathtub should have a hand-held shower head with a rain-shower or multi-jet head, a exible hose (at least 1.50 m) and a mixer tap with a reverser.


Space is the ultimate luxury in the bathroom.

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Space is everything

The bathtub should have a bar or wall mount hook for the hand-held shower.

Mercure recommends paying special attention to the proper positioning o the mount.

Showers and baths should have a saety glass shower partition.There should be no orm o curtain.

A holding and lifting bar should be included.

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Space is everything

There should be sufcient water pressure: 6 l/min. for the basin, 9 l/min. for a traditional shower and 12 l/min. for a rain-shower system.

The water temperature should be constant.

The wall mirror is tted with an anti-fog system.

The hairdryer should be kept either in the bathroom or in the guestroom wardrobe depending on local regulations (wall model without socket if the hairdryer is kept in the bathroom).

The bathroom should have at least two clothes hooks.

A towel bar should ideally be placed under the basin.

Space is everything

Other equipment


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The rubbish bin in the bathroom should have a maximum capacity of 5 litres. It should be made of stainless steel or epoxy, with no lid. No plastic bins should be used.

Mercure recommends using a PVC ring to hold down the bin liner.

There should be a shelf or towel rack for towels (adapted to the bathroom linen quantity) and easily accessible.

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Space is everything

Space is everythingTHE GUESTROOM The bathroom

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Disposable tissues should be available in a box holder (stainless-steel or other hight-quality material).

There should be two glasses in the bathroom.

Mercure recommends real glass items, with coasters. I the glasses are plastic, they must be presented in individual sealed packages.

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Space is everything

The toilet seat should be rigid and two-part.

The toilet should have a dual-roll toilet paper dispenser and bags for sanitary items.

There should be a bin if the toilet is separate from the bathroom.

The toilet should have a tank and a built-in ush tted with a water-saving device.

Mercure recommends installing wall-mounted toilets.

A wall toilet brush should be tted with a removable support.

The installation should comply with country standards.

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Space is everything

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Bath products and accessories make for a comfortable, relaxing stay.

The bathroom linen set includes:

> two 50 x 90 cm towels - 450 g/m, for single or double occupancy,

> two 70 x 150 cm bath towels - 450 g/m for single or double occupancy,

> one 60 x 70 cm bath mat - 550 g/m.

For each additional bed, a towel and a bath towel should be added to the basic set.

The products specifed by Mercure must be used in all hotels.

The

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The

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Quality bath products

Quality bath productsTHE GUESTROOM The bathroom

Linens must be o good quality, always white, and meet Mercures specications (size and weight).3

As a minimum, guests must be given shower gel, soap and shampoo:

> one 20g soap, one shower gel, one shampoo/conditioner, for single occupancy,

> two 20g soaps, two shower gels, two shampoo/conditioners, for double occupancy.

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Additional bath products are provided in Privilge rooms and in Suites (body lotion, zzing bath tablets, slippers, bathrobe).4


Space is everything

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The

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THE GUESTROOM The Privilge room Mercure Melbourne Spring Street

Mercure Bords de Loire Saumur - France


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The espresso machine should come with:> two cups or two mugs and spoons, > sachets: two coffees, two decaffeinated, two teas and two herbal teas,

> a container or the sachets and sugar, > our sugars, two sweeteners and two sachets o milk.

40 g soaps in the Mercure reference range may replace the 20 g soaps.

Mercure also recommends this provision in the Suites.

Additional bath products are provided in Privilge rooms and in Suites (body lotion, zzing bath tablets, slippers, bathrobe).

These additional bath products will include:

> a body lotion,> zzing bath tablets if the guestroom has a bathtub,

> one item o each product in the complimentary range,

> one to two bathrobes, depending on guestroom occupancy, with a band-edge or a collar with the MPrivilge logo,

> one or two pairs of slippers that comply with Mercure specications.

A selected newspaper is available in the room.

Two soft drinks, one fruit juice and one mineral water (still and sparkling) should be stored in the mini-bar and offered to the guest.

The MPrivilge sticker should be attached to the mini-bar, and comply with the 2012 Graphic Charter.

The guestroom should have an espresso machine with its user manual if applicable.

THE GUESTROOM The Privilge room

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Outdoor

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Beverage

What guests expect

Guests want access to ood and beverage at all hours. They expect a choice,

so that they can fnd something to suit their tastes.


From breakast to the bar menu, there should be a varied selection o high-quality local

products in generous portions. Food and beverage must be available 24 hours a day,

7 days a week.

FOOD & BEVERAGE Plain and simple quality at any time o day

Food and beverage 24/7Breakast: generous,

varied and with a local favourThe bar, a place to meet The restaurant

Mercure & Residenz Frankfurt Messe Germany Mercure Villa Romanazzi Carducci Bari Italy

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Starting with breakast and throughout the day,Mercure hotels oer both simplicity and a wide array o choices,

including regional specialities.
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FOOD & BEVERAGE Food and beverage 24/7

Outdoor

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Beverage

Food and beverage 24/7

Food and beverage are available 24 hours a day, 7 days a week. This may take the form of:

> room service,

> an MShop food shop,

> drinks and meals available at reception.

Each country or hotel should specify a selection of dishes and drinks available 24 hours a day, 7 days a week.

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Breakast: generous, varied and with a local favour

Outdoor

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Beverage

Breakast: generous,

varied and with a local favour

Breakfast is often the last impression guests have of the hotel before they leave.

At the very least, there must be an adequately sized eating area and kitchen or room service and a buet breakast.

The number of seats in the breakfast room must cover at least 50% of the number of rooms.

The tables should be laid with tablecloths or placemats. Trays should never be used.

The tables are only laid for breakfast service and should include cups and saucers (matching), cutlery, sugar, salt, pepper and napkins.

Depending on the hotels location (airport hotels, leisure, etc.) and the type of guest, opening hours can be extended.

There are set times for the service.

For the buffet, at least: 6.30-7.00 to 10.00 am on weekdays, 6.30 to 7.00 to 11.00 am at weekends and on bank holidays.For room service, at least: 7 days a week: 6.30-7.00 am to noon.

The available space per person should be between 1.5 and 1.8 square metres.

The breakfast room should be well-lit and welcoming, offering a peaceful yet invigorating atmosphere.

FOOD & BEVERAGE

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Outdoor

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Beverage

Breakast: generous,


The Mercure breakast is composed o generous servings o resh, high-quality products that include regional specialities.

It complies with Mercure recommendations and local country specications. It should contain at least:

> a supply of hot drinks (espresso long or short, decaf, cappuccino, lter coffee, a variety of teas, chocolate and milk);

> bread and various kinds of pastries, butter, jam, honey, spreads, various kinds of cereals;

> a cold service with different kinds of fresh fruit juices, milk, yogurt, fresh fruit either whole or prepared, cheese, cooked meats (cooked meats: to be adapted to the country in question);

> a hot service with eggs, bacon, sausages (bacon and sausages: to be adapted to the country in question);

A self-service espresso machine is available at the buffet with a choice of coffees.

The buet should be stocked regularly throughout the service.

A press stand should be placed near the entrance to the breakast room during opening hours.Guests should at least nd:

> 1 national or regional daily,

> 1 foreign daily (choose the language to match your guests) or press review (in a minimum of 4 languages).

There should be some diet products and, where possible, organic produce.

The rst hot drink is served at the table. Guests can then serve themselves at the buffet.

FOOD & BEVERAGE

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Outdoor

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Beverage

Breakast: generous,


Room service is available for breakfast.

In the case of room service, the content of the breakfast tray complies with Mercure recommendations and local country specications. Minimum contents are: hot drinks, pastries and

bread, butter and jam, ruit juice and resh ruit.

For room service, a daily newspaper should be placed on the tray if the guest asks for one.

FOOD & BEVERAGE

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The bar, a place to meet

Outdoor

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Beverage

The bar, a place to meet

The bar should be a pleasant and inviting place to meet riends or colleagues.Open and airy or intimate and cosy, every bar has its own unique personality.

We stronglyrecommend that you havea bar.

The opening hours should be adapted to the occupancy level of the hotel and to local regulations.

Drinks (wine, beer and spirits) must be served with appetisers (crackers, snacks, etc.).

The Les Grands Vins Mercure by the glass should be highlighted in countries where this concept is available. Communication media should comply with the 2010 Les Grands Vins Graphic Charter.

The menu should include a wide range of drinks (wine, beer, spirits and soft drinks, etc.)

FOOD & BEVERAGE

1

The service should be attentive and riendly, and the bar always staed during opening hours.

Guests should never be let alone or isolated.3

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The restaurant

Outdoor

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Beverage

The restaurant

I you have a restaurant...

The atmosphere should be warm, and the service riendly, discreet and proessional.

The Les Grands Vins Mercure list should be on every table in countries where this concept is applied, and the Echansons should be able to comment on it.

If room service is provided, the menu should be short, simple and high quality.

If room service is provided, the timetable should be based on in-country recommendations. As an indication, opening hours are usually from 6.30 am to 11.00 pm.

Opening hours should adapt to hotel occupancy and to the hotel industrys usual scheduling.

As a guide: 12.00 noon to 2.00 pm for the lunch service, 7.00 pm to 10.00 pm for dinner.

The tables should be laid with tablecloths or placemats.

FOOD & BEVERAGE

+

The menu should eature local products and recipes.

Simple but high quality cuisine should be available.+

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O d M i

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Outdoor

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rooms

What guests expect

Guests want to work in comortable surroundings with modern equipment,

and have everything they need at their fngertips.


Meeting rooms must be laid out and equipped to suit guests needs. The equipment

must work properly, and the service should be discreet and attentive, so that guests

can concentrate on the task at hand.

MEETING ROOMS Mixing business with pleasure

Comortable

and ully equipped

Natural lighting enhances

any space

Furnishings made

or hard workReady to use audiovisuals and connectivity

Mercure London Paddington - United Kingdom Mercure Paris

Gare de Lyon France

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Mercure hotels provide the perect settingor all kinds o meetings: everything is taken care

o so you can get right to work.

O td M ti

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MEETING

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Mercure Essentials - The Complete Guide - June 2012

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