Mercure Essentials - The Complete Guide - June 2012

90 marqueurs pour tre un htel Mercure
Mercure Les Essentials Product Essentials book des priorits The Complete Guide
2012 2012
How to be quintessentially Mercure
Editorial and introduction
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BE CONSISTENT
In an increasingly globalised world, customers now aspire for 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 of an international network with guaranteed quality standards, and the genuine experience of hotels, all different, 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 of our Product offerings and by providing strong and differentiating brand identifiers. Mercure Product Essentials reflect this brand commitment in terms of product and equipment that all Mercure hotels have to implement. Following the Mercure Product Essentials guidelines is fundamental to our success in building a powerful and attractive brand as well as strengthening our relationship with guests.
Frdric Fontaine, Senior Vice-President, Mercure Global Marketing
Mercure Product Essentials The Complete Guide
S TR I C T LY C ON FI DENTIAL - INTERNAL USE ONLY
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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 specific market conditions. Mercure Product Essentials must be used for any new project: takeover, franchise, renovation or new construction. They should also be used for quality monitoring processes. Mercure Product Essentials are made up of two distinct documents: 1) Mercure Product Essentials The Basics (interactive PDF and brochure formats): the 90 Product key points enable Mercure to express its difference and personality. This document is available on the Mercure Intranet and on the Mercure Extranet mercure-les-essentiels.com 2) Mercure Product Essentials The Complete Guide (interactive PDF format): 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 specifications - The Internet and Wireless Standards - Mercure Standards Meetings Rooms All these documents are available on the Mercure Intranet.
Please note: The Mercure Product Essentials do not substitute and must not hinder the compliance with local regulatory requirements, an well as safety and security measures.
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A building with style
Outdoor areas
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Effective outdoor signage
OUTDOOR PUBLIC AREAS Pleasant, welcoming hotels

: Essential
Mercure Olbia Hermaea - Italy
Mercure Josefshof Vienna - Austria
: Immediate implementation
: Include them in the investment budget for the coming year
: Install them during a renewal or renovation
What makes Mercure hotels stand out is their diversity. Each one has a personality, and fits in with the local environment.
What guests expect

Guests want to get to their hotel quickly and easily. If they come by car, they want parking that is easy to find and safe.
How we meet these expectations

The hotel should feel welcoming even as guests approach it from the outside. The hotel and its surroundings should create a welcoming image and help guests to find their way to the hotel, where they will find a high-quality, impeccably clean environment.
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OUTDOOR PUBLIC AREAS
Mercure hotels are part of a network that doesnt impose identical standards, leaving room for originality.
: Essential
: Immediate implementation : Include them in the investment budget for the coming year : Install them during a renewal or renovation
The hotel must be a 4-star establishment by international standards.
The ambiance and decor are locally influenced and, above all, welcoming.
Contemporary, classic or traditional, every hotel has its own style.
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: Essential
Outdoor areas
If your hotel has a garden or other outdoor areas, these should be landscaped, with well-tended plants, shrubs and lawns.
Plants, trees and flowers 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 feel safe, and enhance outdoor areas.
The furniture on terraces and in sales outlets must be free of ads and belong to the same line of furniture.
The furniture on terraces and in sales outlets must be made of natural or new high-quality materials (metal, aluminium, synthetic fibres 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.
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: Essential
If 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.
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 if they are not demanded by local regulations.
It is mandatory to provide litter bins and ashtrays (one per 20 to 25 spaces).
If 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.
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Mercure signage must provide good visibility for the hotel.

: Essential
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).
1 2
To be seen from afar, an illuminated sign on the roof and/or faade gable box or text are necessary.
An illuminated vertical flag and/or banner provide medium-distance visibility.
Choose a vertical flag where possible. Use a banner if a vertical flag is not permitted.
As banners are not lit, they cannot identify the hotel at night. If so, provide extra lighting.
Signage at the entrance provides good visibility of the hotel name.
An illuminated box sign can replace the canopy panel in certain cases.
The Mercure and Accor plaques placed at both sides of the entrance are essential.
See the sign technical booklet, available from your country marketing contact or via the Mercure Intranet.
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: Essential
If there is sufficient space, an illuminated solid marker, banner and/or flags can be added.
Use banners where possible as they are stronger and more visible than flags.
Depending on local regulations, the official hotel rating plaque should be positioned near the Mercure plaque.
All signs must follow the Mercure 2007 signage technical specifications and be approved by the brand.
The existing signs based on the 2004 signage technical specifications comply, apart from flags and banners.
You must also comply with all of your countrys legal requirements for outdoor and indoor displays.
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.
See the sign technical booklet, available from your country marketing contact or via the Mercure Intranet.
Editorial and introduction Customised entrance and lobby
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The reception is strategically important
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INDOOR PUBLIC AREAS A warm and personal welcome

: Essential
Mercure Le Prsident Biarritz Centre France
Mercure Paris Ivry Quai de Seine France
Every Mercure hotel has its own interior design that creates an authentic, warm atmosphere; guests feel welcome there.
What guests expect

Arriving at the hotel is a key moment for guests. They want to be greeted quickly, be recognised and feel 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 specific to each hotel: guests can tell they have walked into a Mercure hotel.
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After entering, its the hotels personality together with Mercures brand identity that guests notice, beginning at reception.
: Essential
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.
Avoid placing advertising on glass surfaces other than those authorised by the country or required by local regulations.
A doormat should be installed. It should not carry the Mercure logo.
The entrance and lobby are open and welcoming.
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).
2 3
Natural plants and floral arrangements should be used to decorate the space.
The space should use several light sources to create a warm atmosphere.
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: Essential
The musical ambiance should suit the time of day. No radio.
There should be a sitting area with sofas, armchairs, chairs and coffee tables.
Mercure recommends that the press display and hotel documentation are located near the sitting area.
An executive lounge is recommended for hotels with over 250 rooms. It should have at least 40 chairs.
5bis
There should be a well-stocked press display with current newspapers and magazines.
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 find: > 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 profile of your guests (business, sports, etc.) > General weekly and/or monthly magazines: financial, sports, womens, travel, leisure, etc.
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.
There should be a tent-card or flyer telling guests how to connect to the Internet.
An Internet point (computer connected to the Internet), freely accessible and clearly visible should be provided.
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: Essential
A stand for brand documentation should be provided near the sitting area. The model should be chosen with the country Marketing team.
A second stand may be used for commercial or tourist brochures.
There should be no other furniture or documentation holders in the lobby.
Any brand posters should always be in glass frames and comply with the current Mercure campaign.
The photo of the co-founders should be placed near the reception.
A special area should be used to display branded items from the Mercure shop. It may be designed into the lobbys architecture.
If there are plans for an MShop, the various items should be grouped together (food, branded items, etc.).
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.
The telephone user manual and rate card should be placed next to the phone.
A Mercure-branded notepad and pencil should be placed next to the phone.
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The reception area is what a guest sees first, and is a focal point for guest interaction.
: Essential
The counter should be non-linear in shape and positioning, made up of separate blocks, or of different heights.
The work surfaces should be designed to allow all types of equipment, provided they are invisible to guests. They should also be checked for user-friendliness and convenience.
The counter should be designed with a recess to simplify contact with disabled guests.
There should be a shelf for briefcases, handbags or documents.
The desk counter should be well-lit to make reading easy.
Depending on local regulations, an Automated External Defibrillator should be located near the reception desk. It should be properly labelled to make it easy to spot.
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 profile.
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: Essential
Replacement hairdryers should be available if missing from rooms.
A bouquet of fresh flowers, a fruit basket or candy dish should be used to welcome guests.
The candies offered to guests should be Mercure-branded or manufactured locally.
There should be a first aid kit.
Mercure-branded courtesy convenience products should be available to guests: shaving kit, toothbrush, shoe cleaning kit, sewing kit, comb.
Essential items (condoms, feminine protection, etc.) should be available from a vending machine or sold at the reception desk.
The music used to put guests on hold should be that selected by Mercure.
Electrical and computer adaptors, universal phone chargers etc. can be lent, possibly with a deposit.
Sets of tags compliant with the 2012 Graphic Charter should be provided for luggage.
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: Essential
Magnetic cards and card holders or key chains for rooms must comply with the 2012 Graphic Charter.
Managers and heads of department should wear Mercure insignia.
The staff should be easily identifiable by their uniform and a Mercure identification badge.
The first and last names must always be typed.
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.
If there is no business centre, a fax and photocopying service should be made available.
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Indoor public areas Public toilets in the lobby
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: Essential
Floor coverings should be easy to wash (tile, stone, etc.).
Wall coverings should be washable.
No grid piping should be visible.
Toilets should be wall-mounted and the tank hidden.
Under current regulations, at least one toilet (for men and women) should be available for disabled people.
There must be ceiling lighting in the cubicles. Lighting to illuminate guests faces should be set in the ceiling outside the cubicles.
In the mens toilets, urinals should have automatic flushes and incorporate privacy separators.
Fittings outside the cubicles

There should be a wall mirror above the washstand.
Basins should have limited-flow mixer taps controlled either manually or automatically.
A liquid soap dispenser should be available.
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Indoor public areas Public toilets in the lobby
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: Essential
There should be paper towels or an electric hand dryer.
There must be welcome products (cut flowers, eau de toilette, etc.).
There must be a fragrance diffuser that operates continuously and unobtrusively.
There must be a bin. It should be fitted with a bin liner.
Fittings inside the cubicles

There should be a double-capacity toilet paper dispenser.
There should be a clothes hook on the back of the door.
The small lidded bin should be fitted with a bin liner.
There should be a wall brush with a removable support.
The installation should comply with country standards.
There should be some form of protection or cleaning for the toilet seat (seat cover or spray + wipes system).
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Lifts
: Essential
The lifts must be accessible to disabled people.
If people can go directly to the upper floors from outdoors or from the car park, there must be some form of access control.
The control panel should be equipped with symbols and visual and tactile characters (raised numbers, lights, etc.).
There must be permanent lighting bright enough to read the control panel.
To prevent damage and wear due to luggage handling, a mirror should be installed in the upper part of the lift.
The cubicle should be equipped with a handrail.
A glass or Plexiglas frame should be used to display useful information (restaurant, bar, hotel services, etc.). This information must be updated regularly and kept in good condition.
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Corridors
: Essential
To prevent damage and wear due to luggage handling, the walls should have baseboards and corners that match the decor.
Corridors should be provided with permanent mood lighting or automatic presence detection.
The lighting should be bright enough to see the locks and room numbers.
Any brand posters or displays must be framed and comply with the current Mercure campaign.
Bins are placed at the lift exits or in the corridor. Depending on in-country regulations, the bins may be fitted with ashtrays.
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Indoor signage - Clear and useful information
Dynamic digital displays provide guests with all the required information and communication about the brand, country and the hotel.
: Essential
1 2 3
Dynamic displays are preferred over static signage at reception and in the meeting rooms.
Prices, exchange rates, managers names, messages for 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 fixed 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.
Specific 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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Indoor signage - Effective signage
Indoor signage helps guests locate the different areas of the hotel.
: Essential
1 2
Signage should direct guests from the car park to the different areas of the hotel: reception, bar, restaurant, meeting rooms and rooms.
Signage should be clear and detailed. Signs in the lifts should show full details of the rooms and facilities on each floor; those in the corridors should give clear directions to all rooms, and the room doors themselves should be clearly numbered. Privilge rooms should be identified with their specific logo. 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 for meeting rooms, the Privilge floor or rooms, non-smoking floors or rooms, the bar, etc.
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 floor(s) in question, and on bedroom doors.
Privilge signage should be in place for the relevant floors and bedroom doors.
Safety indications and escape routes should be recognisable and easy to find.
The number of languages depends on the laws in force in the country.
See the static signage technical specifications available from your country marketing contact or on the Mercure Intranet.
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The The The Guestroom Guestroom Guestroom
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The room, a space to feel at home

A big, comfortable bed Furnished for comfort
The bathroom, a place of well-being

Pleasant and functional lighting Cosy furnishings
The Privilge room

Facilities to suit every need Operating documents
THE GUESTROOM The room, a space to feel at home

: Essential
Mercure Paris Centre Tour Eiffel France
Mercure Utrecht Nieuwegein Netherlands
The rooms express the hotels personality. The essentials are comfort and quality.
What guests expect

Sleeping, working, relaxing Rooms should meet all these needs, and make guests feel comfortable and secure.

Rooms should feel authentic with locally inspired touches: prints, photos on the wall. They should be comfortable, welcoming, and spotlessly clean, with high-quality furnishings.
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The room, a space to feel at home A big, Furnished for comfort comfortable bed

The Privilge room

THE GUESTROOM The room
A big, comfortable bed
The bed should be the focus point of the room, with high-quality equipment to make it look welcoming.
: Essential
Double beds should measure at least 160 x 200 cm (for double or single room configuration) and single beds at least 100 x 200 cm (for twin room configuration).
The bedding must be Mercure-referenced.
The bedding must at least comply with Mercure specifications (size, quality, height, etc.).
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.
In twin rooms, the two beds should be 100 x 200 cm and must have a zipper or other fastening system.
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 be able to provide extra mobile beds. There must be enough beds for all hotel guests.
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 fitted with a headboard that matches the rooms design.
Double beds should have a bedside table on each side. There is one bedside table for a single bed.
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The room, a space to feel at home A big, Furnished for comfort comfortable bed

The Privilge room

: Essential
The bed should have a duvet, two pillows per person, and a bedskirt.
The duvet should comply with Mercure standards or at least with brand specifications for size, quality, weight, etc.
Each double bed should have four pillows and each single bed two pillows.
If the beds are not already equipped with four pillows, an extra pillow (in a pillowcase) per person is available in the wardrobe or at reception.
The bedskirt should completely cover the base.
Each bed has a cotton mattress protector.
The bed linen is white or ecru as referenced by Mercure or at least in line with brand specifications for size, quality, weight, and colour.
There is an extra blanket in the wardrobe or available upon request.
A decorative counterpane and two cushions should complete the ensemble.
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The Privilge room

Furnished for comfort
Rooms should be comfortable, providing peace and quiet so guests can rest.
: Essential
Mercure recommends three categories of room for three levels of comfort: Standard, Superior and Suite (Junior Suite and Suite).
Privilge rooms, which are specific to Mercure, can be distinguished by their additional products and services.
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 surface area of 25 to 30 square metres.
The hotel should have a minimum of 60 rooms.
Each hotel should have rooms that are adapted for disabled guests. The number of rooms and their design specifications should comply with in-country regulatory requirements.
Mercure recommends setting aside at least two rooms even if there are no special regulations.
Each hotel should offer non-smoking rooms indicated by appropriate signage and where possible all on the same floor.
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.
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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.
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The Privilge room

: Essential
Wide, thick drapes should be used to block out light (drapes should cross over 20 cm).
Upholstery and furnishings should be of the highest quality, impeccably clean and well maintained.
Guests should not notice any unpleasant odours in the guestroom when they first arrive. It should be properly ventilated and aired before the guest arrives.
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The bathroom, a place of well-being Pleasant and Cosy furnishings functional lighting
The Privilge room

Pleasant and functional lighting
Work, rest or play The room lighting can be adjusted to meet guests needs.
: Essential
Several light sources should be accessible for guests and positioned according to the design of the room including bedside lamps, lighting for the relaxation/work area and the entrance.
The lighting in the entrance uses recessed spotlights or a wall light.
Each guestroom should have a bedside lamp or wall lamp.
A bedside lamp, or a small spotlight on the head of the bed, ensures that guests can read easily.
There is an additional minimum 200 lux light source in the relaxation/work area.
A master switch (mechanical or card) must turn on all active light sources.
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.
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Cosy furnishings
Cosy furnishings
The room furnishings should make it easy for guests to relax or work.
: Essential
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 profile).
The wardrobe should be fitted 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.
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 guestroom should have a fixed luggage rack if it is big enough, otherwise a folding one.
The table should be suitable for eating or working. There should be a comfortable chair, and a second seat such as an armchair, pouffe or stool.
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 of 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 office chair, or a second seat (armchair or comfy chair). If theres not enough room, the second seat can be replaced by a pouffe or stool.
Caution: some countries require a fixed number of seats depending on the number of people likely to use the room.
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Cosy furnishings
Cosy furnishings
: Essential
A mini-fridge, 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 filled, depending on country policy.
Mercure recommends an upright format with a glass door.
There should be two glasses on a tray as a final touch.
Mercure recommends using drinking containers made of glass. If they are made of 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 coffees, two decaffs, two teas and two herbal teas, >four sugars, two sweeteners and two milk sachets.
The kettle should always be empty, clean and free of limescale.
For guests convenience, a laundry service should be offered.
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Cosy furnishings
Cosy furnishings
: Essential
The guestroom should also have a full-length mirror.
It should be placed to make the most of the available space. Mercure recommends not placing the mirror in the bathroom, to give guests a better view.
The guestroom should also contain a folder for Mercure and hotel documentation.
Mercure also recommends an integrated folder of guestroom furnishings.
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.
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The Privilge room Facilities to suit Operating documents every need
Facilities to suit every need
Audiovisual equipment and Internet access make the room perfect for work or play.
: Essential
The television must be flat-screen, at least 32 inches in size, and properly adjusted.
The television set must meet Mercures specifications. It must have a volume control.
Mercure recommends that the TV is visible from the headboard and the seats. If its a rental TV, it must be changed for a 32-inch with a multimedia function next time the lease is renewed (except in Privilge rooms where TVs should be immediately upgraded to 32-inches).
A varied selection of national and international programmes should be offered in every hotel.
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. If adult films are available, it is mandatory to have an image and sound blocking system installed.
The television should have connections for smartphones, computers and cameras.
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The Privilge room Facilities to suit Operating documents every need
Facilities to suit every need
: Essential
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, > identification of messages received, > modem connection.
Mercure recommends that the phone can be moved from the bedside to the work area.
The label on the phone displaying the services should comply with the 2012 Graphic Charter. A Mercure-branded notepad and pencil or pen should be placed next to the phone.
Wi-Fi access should be available. It is free up to 256 Kb, which allows guests to check email, surf the Internet and instant message (IM).
Above 256 Kb, an access fee may be charged.
Cable access is optional. It will depend on your guest profile.
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 offering access from both the bedside and the work area.
The guestroom should have a dedicated TV socket and an aerial socket.
Consult the Internet and Wireless Standards document available from your country marketing contact or via the Mercure Intranet.
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The Privilge room Operating documents Facilities to suit every need
Operating documents
Everything should be on hand to keep guests informed.

: Essential
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 breakfast room order form, > the Les Grands Vins Mercure flyer if this is applied in the country, > the Mercure or country promotional brochure, if 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 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 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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Top-of-the-range fixtures

Space is everything
The Privilge room

Quality bath products
Carefully designed lighting
THE GUESTROOM The bathroom, a place of well-being

: Essential
Mercure Dijon Centre Clmenceau France
A place for relaxation and privacy, the bathroom should use top-quality fittings and products.
What guests expect

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

The bathroom should be a clean, comfortable space in which guests feel relaxed. The fixtures are designed for comfort, and there is a selection of attractive bath products and accessories.
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Indoor public areas
Food & Beverage
Meeting rooms Privilege room
Fitness & Leisure
The room, a space to feel at home Top-of-the-range fixtures

Space is everything
THE GUESTROOM The bathroom
The bathroom is a functional, comfortable space where guests feel at ease.

: Essential
The fixtures and furnishings are of the highest quality and impeccably clean.
The flooring is slip-resistant and suited to a damp environment.
The walls should be at least tiled (or fitted with materials suited to a damp environment) to the ceiling, around the bath and shower.
2 3
There is a basin with a mixer tap, and the surrounding countertop is as wide as possible to provide sufficient space for complimentary products and guests personal items.
The bathroom also has a magnifying mirror on a retractable arm.
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Space is everything
The Privilge room

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

: Essential
1 2
There should be sufficient, good-quality lighting in the bathroom.
This should include ceiling-mounted lights and lateral facial 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.
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Indoor public areas
Food & Beverage
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Fitness & Leisure

The bathroom, a place of well-being Space is everything
The Privilge room

Space is everything
Space is the ultimate luxury in the bathroom.

: Essential
The shower or bath area
1 2 3
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.
We recommend that 80% of bathrooms have a shower.
The shower should be a rain-type fixture on the wall or ceiling.
The shower should also have a hand-held shower head with a rain-shower or multi-jet head, one flexible hose (at least 1.50 m) and a mixer tap with a reverser.
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 of this mount.
The shower should have a wall soap dish that allows the water to flow easily.
The bathtub should have a hand-held shower head with a rain-shower or multi-jet head, a flexible hose (at least 1.50 m) and a mixer tap with a reverser.
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Indoor public areas
Food & Beverage
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Fitness & Leisure

The Privilge room

Space is everything
: Essential
The bathtub should have a bar or wall mount hook for the hand-held shower.
Mercure recommends paying special attention to the proper positioning of the mount.
A holding and lifting bar should be included.
Showers and baths should have a safety glass shower partition.
There should be no form of curtain.
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Indoor public areas
Food & Beverage
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Fitness & Leisure

The Privilge room

Space is everything
: Essential
Other equipment
There should be sufficient 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 fitted 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.
There should be a shelf or towel rack for towels (adapted to the bathroom linen quantity) and easily accessible.
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.
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Indoor public areas
Food & Beverage
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Fitness & Leisure

The Privilge room

Space is everything
: Essential
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. If the glasses are plastic, they must be presented in individual sealed packages.
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Indoor public areas
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The Privilge room

Space is everything
: Essential
Toilet facilities
The toilet should have a tank and a built-in flush fitted with a water-saving device.
Mercure recommends installing wall-mounted toilets.
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.
A wall toilet brush should be fitted with a removable support.
The installation should comply with country standards.
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Space is everything
The Privilge room Quality bath products
Bath products and accessories make for a comfortable, relaxing stay.

: Essential
1 2
The products specified by Mercure must be used in all hotels.
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.
Linens must be of good quality, always white, and meet Mercures specifications (size and weight).
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.
Additional bath products are provided in Privilge rooms and in Suites (body lotion, fizzing bath tablets, slippers, bathrobe).
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The Privilge room
THE GUESTROOM The Privilge room

: Essential
Mercure Melbourne Spring Street
Mercure Bords de Loire Saumur - France
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The Privilge room
THE GUESTROOM The Privilge room
: Essential
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 espresso machine should come with: > two cups or two mugs and spoons, > a container for the sachets and sugar,
> sachets: two coffees, two decaffeinated, two teas and two herbal teas, > four sugars, two sweeteners and two sachets of 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, fizzing bath tablets, slippers, bathrobe).
These additional bath products will include: > a body lotion, > fizzing bath tablets if the guestroom has a bathtub, > one item of 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 specifications.
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Indoor public areas Breakfast: generous, varied and with a local flavour
The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
Food and beverage 24/7
The bar, a place to meet
The restaurant
FOOD & BEVERAGE Plain and simple quality at any time of day
: Essential
Mercure & Residenz Frankfurt Messe Germany
Mercure Villa Romanazzi Carducci Bari Italy
Starting with breakfast and throughout the day, Mercure hotels offer both simplicity and a wide array of choices, including regional specialities.
What guests expect

Guests want access to food and beverage at all hours. They expect a choice, so that they can find something to suit their tastes.

From breakfast to the bar menu, there should be a varied selection of high-quality local products in generous portions. Food and beverage must be available 24 hours a day, 7 days a week.
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FOOD & BEVERAGE
: Essential
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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Indoor public areas
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Food & Beverage
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Fitness & Leisure
Breakfast: generous, varied and with a local flavour
The restaurant
FOOD & BEVERAGE
Breakfast is often the last impression guests have of the hotel before they leave.
: Essential
At the very least, there must be an adequately sized eating area and kitchen for room service and a buffet breakfast.
The number of seats in the breakfast room must cover at least 50% of the number of rooms.
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.
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.
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.
Depending on the hotels location (airport hotels, leisure, etc.) and the type of guest, opening hours can be extended.
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The restaurant
FOOD & BEVERAGE
: Essential
The Mercure breakfast is composed of generous servings of fresh, high-quality products that include regional specialities.
It complies with Mercure recommendations and local country specifications. It should contain at least: > a supply of hot drinks (espresso long or short, decaf, cappuccino, filter 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);
There should be some diet products and, where possible, organic produce.
The first hot drink is served at the table. Guests can then serve themselves at the buffet.
A self-service espresso machine is available at the buffet with a choice of coffees.
The buffet should be stocked regularly throughout the service.
A press stand should be placed near the entrance to the breakfast room during opening hours. Guests should at least find: > 1 national or regional daily, > 1 foreign daily (choose the language to match your guests) or press review (in a minimum of 4 languages).
Staff should be available to assist guests throughout the breakfast service.
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The restaurant
FOOD & BEVERAGE
: Essential
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 specifications. Minimum contents are: hot drinks, pastries and bread, butter and jam, fruit juice and fresh fruit.
For room service, a daily newspaper should be placed on the tray if the guest asks for one.
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The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
The restaurant
FOOD & BEVERAGE
The bar should be a pleasant and inviting place to meet friends or colleagues. Open and airy or intimate and cosy, every bar has its own unique personality.
: Essential
We strongly recommend that you have a bar.
The opening hours should be adapted to the occupancy level of the hotel and to local regulations.
The menu should include a wide range of drinks (wine, beer, spirits and soft drinks, etc.)
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 service should be attentive and friendly, and the bar always staffed during opening hours.
Guests should never be left alone or isolated.
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The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
The restaurant
FOOD & BEVERAGE
The restaurant
If you have a restaurant...

: Essential
+ + +
The atmosphere should be warm, and the service friendly, discreet and professional.
Simple but high quality cuisine should be available.
The menu should feature local products and recipes.
The tables should be laid with tablecloths or placemats.
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 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.
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Editorial and introduction Comfortable and fully equipped
Indoor public areas Natural lighting enhances any space
The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
Furnishings made for hard work
Ready to use audiovisuals and connectivity
MEETING ROOMS Mixing business with pleasure
Mercure London Paddington - United Kingdom
Mercure Paris Gare de Lyon France
: Essential
Mercure hotels provide the perfect setting for all kinds of meetings: everything is taken care of so you can get right to work.
What guests expect

Guests want to work in comfortable surroundings with modern equipment, and have everything they need at their fingertips.

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.
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The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
Comfortable and fully equipped
MEETING ROOMS
Comfortable and fully equipped
Meeting rooms that guarantee excellent working conditions.

: Essential
The minimum space per person is: > 3 square metres for a U-shape format, > 2 square metres for boardroom seating, > 1.5 square metres for presentation seating.
2 3
All spaces guarantee excellent sound insulation and individual room thermostats, as well as quiet heating, ventilation and air conditioning.
Dynamic displays are preferable to static signage: > A screen in the lobby with information specifically for the meeting rooms indicates the company name, the dedicated room name and sign if required. > Screens at the entrance to every room, to be personalised with the clients name and/or logo.
Entry should be by key card.
The rooms should be regularly ventilated to prevent unpleasant odours.
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Indoor public areas
The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
Natural lighting enhances any space
MEETING ROOMS
Natural lighting enhances any space
Lighting must be adaptable, and specially designed to provide good working conditions.
: Essential
1 2
Whenever possible, meeting rooms should be situated where they will benefit from natural light.
There should be at least three sources of artificial light, with user-friendly controls.
One of the light sources should illuminate the leader of the meeting (in the scope of the projection screen).
During projections, mood lighting should be strong enough for attendees to take notes.
It should be possible to darken or black out the room .
If there is an electric dimmer, the control should be visible and easy to use.
See the Mercure Standards Meetings Rooms document available from your country marketing contact or via the Mercure Intranet.
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The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
MEETING ROOMS
Tables and chairs should be comfortable and of high quality.

: Essential
The recommended work surface per person is 80 x 60 cm. Each participant should have enough room for a computer, notepad, glass and bottle.
There should be light folding tables (less than 20 kg). The tops should be sturdy, non-reflective and easy to maintain (there should be no fingerprints or drink stains, etc.).
Chairs should be at least 45 cm wide, with backs at least 90 cm high. Comfortable and ergonomic, they are stackable (except when fixed), strong and easy to maintain.
There should be a sideboard, small table or recess to accommodate a telephone, a notebook, a pen and possibly a laptop.
The cloakroom should be positioned at the entrance to the room. It should be totally or partially closed.
A mobile cloakroom is acceptable for modular rooms.
In the cloakroom, the horizontal rod should be 1.70 m above the ground with enough wooden hangers for the people in the room.
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The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
MEETING ROOMS
: Essential
There should be a flipchart with a Mercure cover page in every meeting room.
If the projector is not fixed, the audiovisual equipment stand should be on wheels and fitted with a tray and one to two shelves for laptops.
The wall fixture system should be fixed or removable, unobtrusive and easy to use.
There should be a wastepaper bin, without a bin bag.
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The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
MEETING ROOMS
All equipment must function properly.

: Essential
You should provide a screen and a video projector with a minimum output of 2,000 lumens, and cables so that guests can connect their equipment to it.
The screen dimensions should be adapted to the layout of the room. The screen should cover a minimum area of 1.8 m x 2.4 m.
One or more flat panel wall screens can be used to replace the projection screen. Their position and size should match the layout of the room. The minimum surface area of the screens should be 42 inches.
The screens should be visible to the entire room. They should be located so as to avoid glare and backlighting.
A projector should be provided for each room except where flat screens are installed. It should be placed in a fixed location (recess) or fixed to the ceiling.
The cabling for the guests equipment should be long enough to connect laptops to the projection system.
A DVD player (multi-region if possible) should be available on request.
If the screen is not equipped for sound, there should be two speakers on each side of the screen, and possibly a ceiling speaker.
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The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
MEETING ROOMS
: Essential
A telephone should be available, showing the number of the person or department to contact if there are any problems.
Number selection should preferably be carried out using predefined keys, or the information should be placed by the phone.
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. It will depend on your guest profile.

There should be enough telephone connections to use a telephone and the Internet if there is ADSL.
There should be plenty of power sockets around the room.
A control unit should manage all the technical facilities in the room.
Indications or symbols on the controls should be straightforward to make everything easy to operate.
Manual controls should be provided for use in the event of a system failure.
Successful operation of all the equipment should be guaranteed. It must be checked regularly.
See the Mercure Standards Meetings Rooms and Internet & Wi-Fi Standards document available from your country marketing contact or via the Mercure Intranet.
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The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
MEETING ROOMS
All the required accessories must be available in the room.

: Essential
A selection of office and other supplies, such as notepads, pencils, water, glasses and snacks, should be provided and easy to locate.
A table easel for each participant should be available if requested.
Supplies should either be placed on each table or in the entrance of the room, according to the guests wishes.
There should be flipchart, and it should be tidy and in good condition. Extra paper should be available in the room.
Felt pens for the flipchart must be in good working order.
A facilitator kit is available upon request (post-its, tape, scissors, pens, stapler etc.).
We also recommend providing additional glasses, and chilled mineral water.
Mercure recommends that you also provide soft drinks.
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Fitness & Leisure
Exercise for energy and vitality
Come and unwind
At the seaside or in the mountains, Mercure hotels have thought of everything
FITNESS & LEISURE Relaxing and enjoying the pleasant surroundings

: Essential
Mercure Sydney Australia
Mercure hotels offer locally inspired activities tailored to their guests profiles.
What guests expect

Resting, playing, enjoying sporting and cultural activities Whether our guests are there for business or pleasure, they want spaces designed with them in mind, and personal recommendations and advice.

Everything should be designed for guests well-being and enjoyment. You should have attentive staff available to provide them with information on the region and help them find activities they will enjoy.
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Fitness & Leisure
Come and unwind
FITNESS & LEISURE
A fun and dynamic space dedicated to physical activity.

: Essential
1 2
A fitness room is highly recommended for hotels with more than 150 rooms.
This should be appropriate for the size of the hotel: > 120- room hotels: at least 40 square metres, > 120- to 180- room hotels: at least 60 square metres, > hotels with 180 rooms or more: at least 80 square metres.
At the very least it should have: > Two treadmills, an upright and a recumbent stationary cycle, an elliptical trainer, a cardiowave or a step machine > A weightlifting machine, a sit-up bench, an exercise bench, a set of weights and two exercise mats. For larger fitness rooms, additional items of this type or other machines will be necessary.
4 5
If possible, the room should have some natural lighting. Artificial lighting should be bright and evenly distributed so that no darker areas are created.
The air conditioning and ventilation must function well, and the room should be insulated to keep out noise and reduce any vibrations.
A reception and relaxation area should be provided. It should be equipped with chairs, towels, a basket for dirty laundry, a water fountain or bottled water, a clock, a telephone and an alarm button.
Mercure recommends placing general and specialised fitness and sports magazines in the reception area.
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Meeting rooms
Fitness & Leisure
Come and unwind
FITNESS & LEISURE
: Essential
If there are no public toilets near the fitness area, there should be at least a mixed facility (WC + washbasin + mirror + soap + hook) that is also accessible to disabled people.
If your fitness space is at least 80 square metres, you are recommended to install changing rooms. They should be separated for men and women, and include left luggage lockers, showers and toilets.
Coatings should be suited to fitness activities and easy to maintain (non-slip floors, washable and durable materials, etc.).
The space should be equipped with a video surveillance and alarm system.
TV (screens facing sports equipment and broadcasting a sports channel and news programmes) and sound (background music) should be provided.
There should be a fragrance diffuser that circulates fragrance continuously and discreetly.
The equipment should be high quality and guarantee user safety.
The sports facilities should comply with in-country regulations and be regularly checked.
Rules of procedure, operation manuals and safety instructions should be displayed on the back of the door or in another clearly visible place.
There should be clearly presented access signage to the fitness centre.
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Indoor public areas
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Food & Beverage
Meeting rooms
Fitness & Leisure
Come and unwind
FITNESS & LEISURE
: Essential
The fitness centre should be directly accessible from guestroom floors using the lift, without needing to cross the lobby.
The fitness centre is primarily for overnight guests, and is open and free of charge for them.
The fitness centre is for individual self-training users: supervisory staff are not required.
The opening hours are posted at the entrance. Minimum opening hours are from 8.00 am to 10.00 pm (ideally 24 hours a day).
Fitness centre schedules and information should be available in guestrooms (via the room directory) and at reception.
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Fitness & Leisure
Come and unwind
FITNESS & LEISURE
Come and unwind
Some hotels have special relaxation areas and equipment. The goal should always be to maximise guests sense of well-being.
: Essential
Depending on the profile of the hotel and its clientele, this should have a wet area (including a steam room and sauna) and a rest area with recliners, comfortable chairs, magazines, water
Mercure recommends setting up a relaxation area in addition to the fitness centre.
If space allows, the relaxation area can include a pool, a hot tub or similar facilities.
We strongly recommend having an indoor or outdoor pool.
Depending on the hotels profile and the type of guest, additional space for relaxation could be provided ranging from two massage and care rooms to a full spa.
This type of service requires a properly qualified staff member, managed by the hotel or by a recognised spa brand. They would need to be present at all time.
If the hotel has an indoor swimming pool: > the entrance should be separate from the fitness or relaxation areas, > a special lane is reserved for swimming, > swimming equipment (flippers, weights, goggles) should be available, > there should be at least a foot bath and a shower, > an information and pool rules point, a telephone, an alarm button and a clock should also be available. A reception area at the entrance to the relaxation area should have towels, a basket for dirty laundry, a clock and a litter bin.
Lighting should be soft and indirect to encourage rest and relaxation.
Unlike in the fitness centre and pool, natural lighting is not absolutely necessary.
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Come and unwind
FITNESS & LEISURE
Come and unwind
: Essential
Wet area relaxation can be mixed or not but if so will require built-in changing rooms. The rest area could be next to the wet area or arranged around the pool, if there is one.
Mercure recommends having a separate entrance from the fitness centre.
The wet area should have the following equipment: an information and rules display, a telephone, an alarm button and hooks for towels.
Changing rooms will be required. They should be separated for men and women and equipped with left luggage lockers, showers, toilets, basins with mirror and hairdryers, soap dispensers and shower gel, seats, towels and baskets for dirty laundry.
The ambient music should be quiet, relaxing and revitalising.
There should be a fragrance diffuser. The fragrances should suit the relaxed atmosphere (aromatherapy, essential oils, etc.).
The facilities should be high quality and safety-guaranteed.
Rules of procedure, operation manuals and safety instructions should be displayed on the back of the door or in another clearly visible place.
There should be a video surveillance system and an alarm to make the area safe.
The facilities should comply with in-country regulations and there should be regular checks.
There should be clearly presented access signage to the relaxation area.
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Indoor public areas
The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
Come and unwind
FITNESS & LEISURE
Come and unwind
: Essential
The relaxation area should be directly accessible from guestroom floors using the lift, without needing to cross the lobby.
The fitness centre is primarily for overnight guests, and is open and free of charge for them.
The relaxation area is for individual use. There should be no supervisory staff unless it has a care or spa service.
The opening hours are posted at the entrance. Minimum opening hours should be from 8.00 am to 9.00 pm.
Schedules and information about the relaxation area are available in guestrooms (via the room directory) and at reception.
67
Indoor public areas
The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
Come and unwind
FITNESS & LEISURE
The hotels facilities and equipment should reflect its location.

: Essential
1 2
All outdoor areas, such as the pool and playground, should be well-lit at all times, with no dark areas.
A car park should make it easy to find parking near the hotel.
The terrace furniture and sales outlets should be made of natural or new high quality materials such as metal, aluminium, synthetic fibre, and fabrics treated for outdoor use.
Resin-type materials must not be used.

Clear direction signs should make it easy to reach all of the sites areas and facilities.
All recreation areas (swimming pool, playground, fitness centre, etc.) must comply with in-country regulations and be regularly checked.
For maximum comfort, you must have a pool and fitness centre.
68
Indoor public areas
The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
Come and unwind
FITNESS & LEISURE
: Essential
Indoor public areas
4 5
You should also have a shop selling day-to-day necessities, newspapers and magazines, clothing, and high-quality local products.
A welcoming bar is an absolute must: it provides a relaxed setting for guests to unwind and chat.
The bar should have a large range of local, national and international beverages.
There should be a library with books for loan. Depending on the type of guests, there should be books in various languages.
Check-in and check-out should if possible have separate desks for groups and individual guests.
When guests arrive, they should be handed a welcome kit (containing card holder or magnetic room key with a map of the facilities, information, sales outlets, food services, schedules, activity programmes for adults and children, etc.).
There should be an information point about all the hotels activities (entertainment, todays weather, etc.).
It is also advisable to have a Tourist Information point or desk or even an office to handle local excursions.
There should be a shuttle bus to the main tourist attraction. If not, you should make it possible for guests to organise transportation (car rental, local transportation).
The hotel offers a diversified 24-hour food and beverage service (themed meals, packed lunches, snacks, meals for children).
69
Indoor public areas
The Guestroom
Food & Beverage
Meeting rooms
Fitness & Leisure
Come and unwind
FITNESS & LEISURE
: Essential
The Guestroom
10% to 30% of the rooms should be suitable for families (Suites, family rooms or connecting rooms).
Mercure recommends adapting this percentage to suit your guest profile.
Your TV service should include a wide choice of international channels to address the diversity of your guests.
Wardrobes should be able to accommodate enough clothes for a week for two people (four to six shelves) and at least one suitcase. Surfaces around the basin and shower should be as wide as possible to accommodate long-stay guests personal items.
Mercure recommends you check your guest profile so that the right number of rooms have showers or baths.
If you are at the seaside
+ +
Sun shelters should be available in all relaxation areas.
There should be a playground for children.
A high quality babysitting service should be on offer in compliance with safety rules and local regulations.
If you are in the mountains
+ +
You may need an extra-large luggage room at reception for items such as oversize suitcases and skis.
A heated changing room with lockers that is directly accessible from outside.
70
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Over 700 hotels worldwide
Mercure Global Marketing, 110 avenue de France, 75013 Paris France Design and production: Undite - Photos: Accor photo library, GettyImages , D.R.. - 2012

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90 marqueurs pour tre un htel Mercure

How to be quintessentially Mercure

Editorial and introduction

Outdoor public areas

Indoor public areas

Food & Beverage

Fitness & Leisure

Frdric Fontaine, Senior Vice-President, Mercure Global Marketing

Mercure Product Essentials The Complete Guide

S TR I C T LY C ON FI DENTIAL - INTERNAL USE ONLY

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Outdoor public areas

Indoor public areas

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Mercure Product Essentials The Complete Guide

S TR I C T LY C ON FI DENTIAL - INTERNAL USE ONLY

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Outdoor Outdoor public areas publicareas

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A building with style

Indoor or outdoor car parks

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OUTDOOR PUBLIC AREAS Pleasant, welcoming hotels

Mercure Olbia Hermaea - Italy

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: Include them in the investment budget for the coming year

: Install them during a renewal or renovation

What guests expect

How we meet these expectations

Mercure Product Essentials The Complete Guide

S TR I C T LY C ON FI DENTIAL - INTERNAL USE ONLY

Editorial and introduction

Outdoor Outdoor public areas publicareas

Indoor public areas

Food & Beverage

Fitness & Leisure

A building with style

Indoor or outdoor car parks

Effective outdoor signage

OUTDOOR PUBLIC AREAS

A building with style

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

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

Mercure Product Essentials The Complete Guide

S TR I C T LY C ON FI DENTIAL - INTERNAL USE ONLY

Editorial and introduction

Outdoor Outdoor public areas publicareas

Indoor public areas

Food & Beverage

Fitness & Leisure

A building with style

Indoor or outdoor car parks

Effective outdoor signage

OUTDOOR PUBLIC AREAS

: Include them in the investment budget for the coming year

: Install them during a renewal or renovation

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

Resin-type materials should not be used.

Parasols should not display advertising.

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

Mercure Product Essentials The Complete Guide

S TR I C T LY C ON FI DENTIAL - INTERNAL USE ONLY

Editorial and introduction