国际五星级酒店暗访质量调查评分标准(共41页)

1、精选优质文档-倾情为你奉上RESERVATIONS 预定TOTAL SCORE0.0%DATE AND TIME日期和时间:总分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD标准MEET 符合BELOW不符N/A没有使用RESERVATION - STANDARDS 预定 - 标准: 1Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and the departme

2、nt identified?在三声或者十秒内接听电话，问候并报出部门？2If the call was not answered in 3 rings or 10 seconds, was anapology extended?假如无法在三声或者十秒内接听电话，是否会表达歉意？3If caller is put on hold did it not exceed 30 seconds?是否将电话置于等候档不超过三十秒？4Was the background free of any noise or disturbances (i.e. makes the conversation diffic

3、ult to hear or causes a distraction)?背景是否没有噪音或者其它干扰（例如：让对话难于听清楚或者心烦意乱）？5Did employee obtain guest's name and clarify its spelling where required?得知客人的名字并能清楚地拼写出来？6Did employee confirm date in and date out?是否有与客人确认入住及退房日期？7Did the employee clarify if the guest had stayed before?如果客人以前入住过，是否可以准确地称

4、呼客人？8Did the employee establish the purpose of the visit (i.e. business, leisure, special occasions, etc.)?是否知道客人本次住宿的目的（例如：商务、休闲旅行、特殊庆典等）？9Did employee immediately check availability and if the dates requested were unavailable were alternative dates offered?是否可以迅速的确认入住期间可提供房间予客人或者无法提供时可以主动提供另一日期供客人

5、选择？10Were a minimum of two room types/rates offered?至少提供两种房型/价格供客人选择？11Did employee attempt to up sell to a higher room category by highlighting its benefits (i.e. size, view, amenities, etc.)?是否尝试通过房间类型的好处向客人推荐更高级别的房型（例如：大小，景色，令人舒适的程度等）？12Did employee clearly state room rate and what it included/ex

6、cluded (i.e. tax, service, meals etc)?是否清楚房价及房价所包含的内容（例如：税金，服务费，餐费等）？13Did the employee ask for the business (i.e. 'would you like me to make a booking for you')?是否请求交易（例如：需要帮您做预订吗）？14Did employee offer to take down the guest's address details?是否主动记录客人的地址信息？ 15Did employee obtain guest&#

7、39;s telephone number?是否询问客人的电话号码？16Did employee obtain guest's fax number or e-mail address?是否询问客人的传真号码或者邮箱地址？17Did employee request the caller's credit card details and were they repeated back for verification?是否要求致电者留下信用卡信息并再三重复确认？18Did employee explain cancellation policy and if applicab

8、le, thedeposit policy?是否向客人解释预订的取消制度？19Did the employee clarify the hotel's smoking policy or clarify theguest's smoking preference?是否清楚酒店区域的吸烟政策或者清楚客人是否吸烟？RESERVATIONS 预定TOTAL SCORE0.0%DATE AND TIME日期和时间:总分Reservation - standards.STANDARD标准MEET 符合BELOW不符N/A没有使用20Did employee ascertain expec

9、ted time of arrival and advise the check in time (in the case where the guest was an early arrival)?是否清楚客人的到达时间或者告知客人酒店的标准入住时间（以防客人需要提前入住）？21Did the employee clarify if the guest had any personal preferences (i.e. bed preference)?是否清楚客人的个人喜好（例如：对床的喜好）？22Did employee ascertain if the guest required a

10、ny transport arrangements?如果客人需要接送服务，是否有跟客人确定信息？23Did the employee promote at least one other hotel facility (i.e. offer to make a dinner or spa reservation)?是否至少推荐一项酒店设施（例如：建议订餐或者预订SPA）？24Did employee repeat and confirm all details of the reservation during or at the end of the call?在电话预订的过程中或者结束前是

11、否有跟客人重复确认预订信息？25Did employee offer reservation number or booking reference?是否提供预订确认号或者预订确认信？26Did the employee offer his/her name at the end of the call for any further assistance required?员工是否在交谈结束前提供自己的名字给客人，以便客人有其它的需要？THE EMPLOYEE - BEHAVIOURAL STANDARDS:员工 - 行为标准27Did the employee speak in a con

12、siderate, interested and friendly manner and refrain from using any jargon?谈吐是否体贴，有趣及友好礼貌，并避免使用一些行话？28Did the employee demonstrate good listening skills (i.e. avoidrepetition of questions) and ask additional questions where necessary?是否表现出好的收听技巧（例如：避免重复客人的问题）和在必要时向客人提出问题？29Did employee use the calle

13、r's name at least once during theinteraction?是否在通话中称呼客人的名字？30Was the employees speech clear and use of English adequate to be fully understood? 是否使用英语时吐字清晰并恰当以被充分的了解？31Did the call end with the employee offering a warm and enticing comment regarding the guest's forthcoming stay?是否在交谈结束前对于即将入

14、住的客人致予真诚的问候？PRODUCT - CONFIRMATION 产品 - 确认:32Did employee automatically offer to send a confirmation?是否主动发送预订确认信？33Was the confirmation received within 24 hours with the hotel's/group's logo and hotel contact details present and was all information within the confirmation correct? 是否在24小时之内可

15、以接收到正确的预订确认信，包括酒店/集团的标志和酒店的联系方式，以及确认信的信息是否都是正确的？34Did confirmation promote any other hotel facilities (i.e. restaurants, spa, airport transfers)?确认信里面是否提供其它的酒店设施（例如：餐厅，水疗，机场接送服务）？35Did confirmation explain cancellation charges?确认信是否解释取消预订的费用？TOTAL NUMBER OF STANDARDS 标准总数 :MEET 符合BELOW不符N/A没有使用35000

16、0.0%RECEPTION 接待TOTAL SCORE0.0%DATE AND TIME日期和时间:总分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD标准MEET 符合BELOW不符N/A没有使用CHECK IN - STANDARDS 办理入住 - 标准:1Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or

17、facial gestures within 30 seconds of approaching the desk?如果出现排队，客人是否很快得到帮助，是否有员工在他/她走近前台的30秒内用手或者面部表情主动打招呼？2If a queue was present was guest offered assistance within one minute of joining it?如果有客人在排队，他们可以在站在队列的一分钟内得到帮助？3Did complete check in take no more than 5 minutes from the time of joining the

18、 queue?从排队等候到办理入住手续的时间总共不超过5分钟？4Was registration card prepared in advance with all of the correct information given at the time of reservation present (i.e. address)?是否提前准备好在预订时提供的所有信息的登记卡（例如：地址）？5If a pen was required, was a hotel branded/corporate style penprovided?如客人需要用笔，是否提供印有酒店标志的笔？6Was the ro

19、om type, special requests (i.e. bed preference) anddeparture date reconfirmed?是否重新确认房型，特殊要求（例如：床的喜好）和退房日期？7Was guest automatically offered a smoking or non smoking room (if applicable and not ascertained during the reservation)?是否主动为客人提供吸烟或非吸烟房（有合适的而在做预订时又没有确认）？8Did employee offer the guest an inter

20、national/national newspaper(faxed variety acceptable) for the following morning if guest is staying in a Swissôtel Executive Club room?如果客人入住行政楼层的房间，是否在入住期间的每个早上提供国际/国内的报纸（可接受的类型）给客人？9Did employee arrange porterage assistance?是否安排行李搬运协助？10Did employee arrange for the guest to be escorted to the

21、 room (see rooming) and if this was done by a second employee, was that employee introduced to the guest?如果安排第二位员工护送客人去房间，是否将员工介绍给客人？11If room was not ready on arrival, was guest shown to lounge area, offered a complimentary beverage and regularly updated on the situation?如果房间还没有准备好，客人在大堂的休息区域逗留，是否提

22、供免费的饮料和定时向客人更新情况？THE EMPLOYEE - BEHAVIOURAL STANDARDS:员工 - 行为标准12Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges?是否穿着干净的制服，完美合适的鞋子，佩戴名牌？13Was the employees speech clear and use of English adequate to be fully understood

23、? 是否使用英语时吐字清晰并恰当以被充分的了解？14Did the employees smile and display a genuinely warm, friendly and interested manner?是否微笑并展现出热情友好和礼貌？15Did employee use the guest's name at least once during theinteraction?是否在互动中至少一次称呼客人的名字？RECEPTION 接待TOTAL SCORE0.0%DATE AND TIME日期和时间:总分The employee - behavioural stan

24、dards continuedSTANDARD标准MEET 符合BELOW不符N/A没有使用16Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?是否以任何方式为客人提供个性化服务（文雅的谈吐）？17Did the employee make eye contact and give the guest their undivided attention?目光是否与客人接触并给予一心一意的

25、关注？18Did employees respect guest's presence when interacting with each other?与客人的互动中是否注意其他客人的存在？19Did the employee offer a warm and sincere farewell at the end of the interaction?在互动结束时是否热忱与真诚的与客人告别？TOTAL NUMBER OF STANDARDS 标准总数 :MEET 符合BELOW不符N/A没有使用190000.0%RECEPTION 接待TOTAL SCORE0.0%DATE AND

26、 TIME日期和时间:总分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD标准MEET 符合BELOW不符N/A没有使用CHECK OUT - STANDARDS:退房 - 标准1Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of appr

27、oaching the desk?如果出现排队，客人是否很快得到帮助，是否有员工在他/她走近前台的30秒内用手或者面部表情主动打招呼？2If a queue was present was guest offered assistance within oneminute of joining it?如果有客人在排队，他们可以在站在队列的一分钟内得到帮助？3Did complete check out take no more than 5 minutes from the time of joining the queue?从排队等候到办理退房手续的时间总共不超过5分钟？4Prior to

28、presenting the bill, did the employee verify if there wereany last minute charges and post accordingly (i.e. mini bar, breakfast)?在出账单之前，是否有询问最后一次的消费情况（例如：迷你吧，早餐）？5Did employee print folio and present to guest for verification?是否用对开的纸张打印并出示给客人确认？6Was bill clearly itemized in English and was it accur

29、ate and complete?账单是否用英语完整的准确的列出清单？7If a pen was required, was a hotel branded/corporate style penprovided?如客人需要用笔，是否提供印有酒店标志的笔？8Did employee clarify the method of payment and then complete the transaction in a quick and efficient manner?是否澄清付款方式并快速及高效的完成交易？9Was folio presented to guest neatly in a

30、billfold/envelope?是否将对开的纸张整齐的装进皮夹/信封递给客人？10Did employee offer assistance with luggage?是否协助搬运行李？11Did employee offer assistance with onward transport or reconfirmany prearranged transport?是否对交通方式提供协助或者重新确认已预订的交通服务？12Did employee ask at any point if guest had enjoyed their stay?如果客人入住非常愉快，是否有询问客人可以打几分

31、？13Did the employee offer an invitation to return?是否邀请客人再次光临酒店？14Did employee clarify if the guest was returning to the room andensure that the key card remained operational (if applicable)?是否使客人明白如果重新返回房间门卡还可以使用（适用的话）？THE EMPLOYEE - BEHAVIOURAL STANDARDS:员工 - 行为标准15Were employees well groomed and i

32、mmaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges?是否穿着干净的制服，完美合适的鞋子，佩戴名牌？16Was the employees speech clear and use of English adequate to be fully understood? 是否使用英语时吐字清晰并恰当以被充分的了解？17Did the employees smile and display a genuinely warm, friendly and inter

33、ested manner?是否微笑并展现出热情友好和礼貌？RECEPTION 接待TOTAL SCORE0.0%DATE AND TIME日期和时间:总分The employee - behavioural standards continuedSTANDARD标准MEET 符合BELOW不符N/A没有使用18Did employee use the guest's name at least once during theinteraction?是否在互动中至少一次称呼客人的名字？19Did an employee personalize the interaction in any

34、 way (i.e. engage in polite conversation) and engage the guests as individuals?是否以任何方式为客人提供个性化服务（文雅的谈吐）？20Did the employee make eye contact and give the guest their undivided attention?目光是否与客人接触并给予一心一意的关注？21Did employees respect guest's presence when interacting with each other?与客人的互动中是否注意其他客人的存

35、在？22Did the employee offer a warm and sincere farewell at the end of the interaction?在互动结束时是否热忱与真诚的与客人告别？TOTAL NUMBER OF STANDARDS 标准总数 :MEET 符合BELOW不符N/A没有使用220000.0%ROOMING 房间TOTAL SCORE0.0%DATE AND TIME日期和时间:总分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD标准MEET 符合

36、BELOW不符N/A没有使用ROOMING THE GUEST - STANDARDS 客房 - 标准: 1Did an employee escort the guest to his/her room?是否有员工护送客人回到他/她的房间吗？2Did the employee engage in polite, unobtrusive conversation with the guest?员工是否与客人有礼谦虚地对话？3Was the employees speech clear and use of English adequate to be fully understood? 员工能

37、清楚运用并充分理解英语吗？4Did the employee ascertain if it was the guest's first visit to the hotel and if it was were the locations of the restaurants, bars and health spa/fitness facilities pointed out (should be offered as opposed to automatic for returning guests)?员工能弄清客人是否首次入住，是否知道餐厅，酒巴，健身中心的位置(是否应该提供不

38、同于常客的服务）？5Was the key card operation explained (where required)?能说明房卡的使用（哪里需要）？6Once at the room did the employee offer the option of a room orientation?员工能提供给客人房间方向的选择吗？7Did the employee point out heating/air-conditioning controls?员工能指出暖气/空调的开关控制吗？8Did employee explain any complex technical aspects

39、 of the room (i.e. electric curtains, audiovisual equipment, shower controls,etc.)员工能解释房间所有复杂的技术方面的问题（例如：电子窗帘、音像设备、淋浴开关等）9Did employee advise how the internet could be accessed in the room (i.e. via Wi-Fi or cable) and who to contact for technical assistance?员工能告知应如何在房间连通因特网（例如：无线路由器或有线网络）和出现技术问题时应联

40、系谁？10Did employee point out location of in room bar (if not in a prominent position) and mention any complimentary offerings (if applicable)?员工能指出房间具体11Did employee mention the valet/laundry services?员工能说出洗衣服务吗？12Did employee point out any master switches for lighting (if applicable)?员工能指出任何电灯的主要的开关

41、（如果可以的话）？13Did employee point out location of hairdryer (if necessary)?员工能指出风筒的位置（如果有需要的话）？14Did employee point out directory/room service menu?员工能指出黄页/送餐服务菜单吗？15Did employee point out in room safe?员工能指出房间里的保险箱吗？16Did the employee offer any additional service before departing(i.e. pressing, coffee/t

42、ea, etc.) and offer his/her name and/or a contact number?员工对即将离店的客人能提供额外的服务（例如：净烫，咖啡/茶等）和提供他/她的名字或电话号码？TOTAL NUMBER OF STANDARDS 标准总数 :MEET 符合BELOW不符N/A没有使用160000.0%PORTER/DOORMAN 门童TOTAL SCORE0.0%DATE AND TIME日期和时间:总分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD标准ME

43、ET 符合BELOW不符N/A没有使用ARRIVAL - DOORMAN - STANDARDS 抵达 - 门童 - 标准:1Was a porter/doorman present on arrival and if he was busy did he positively acknowledge guest with hand or facial gesture? 门童迎接到店客人时，如果他在忙，他是否用手势或面部表情明确地告知客人？2Did employee offer assistance opening car doors on arrival?员工是否主动帮助到店客人打开车门？3

44、Did the employee welcome the guest to the hotel using the hotelname?4Did employee offer assistance with luggage and confirm the number of pieces?员工是否主动帮助客人搬运行李并确认其数量？5Did employee open hotel entrance door for guest (unless automated or revolving door)? 客人进入酒店入口时，员工是否为客人开门（自动门或旋转门除外）？6If arrival by c

45、ar, did employee offer to valet the car, give instructions on how to call for the car and provide a car collection ticket? 如果客人开车到达酒店，员工是否主动伺候客人停车，告知客人如何取车并提供停车票？7Did an employee escort the guest to reception and introduce him/her by name to the receptionist or use technology (i.e. mike/headpiece) t

46、o pass on guest's name? 员工是否陪同客人到前台并介绍他/她的名字给前台接待员或者使用设备（即话筒/双耳式耳机）通知前台接待员客人的名字？8If not, did the employee provide a luggage ticket, explain the luggage handling procedure and offer directions to the reception desk?如果没有，员工是否提供行李票，解释行李操作程序及提供前台的方向位置给客人吗？9Did the employee manage the flow of traffic

47、 at the entrance to the hotel so that it was fluent and unobstructed (i.e. not restricted by over parking)?员工是否控制酒店入口处的车流量使其畅通无阻（换而言之，无车辆停放限制）？ARRIVAL - PORTER - FUNCTIONAL STANDARDS:抵达 - 门童 - 职能标准10Did the porter arrive at the guest's room within 10 minutes of check in with the correct luggage?

48、门童是否在客人登记入住的十分钟内运送正确的行李到客人房间？11Did the employee knock on the door/ring the doorbell and if required wait ten seconds, and then knock on the door/ring the doorbell again before entering the room?是否员工敲门/按门铃必须等待10秒，然后在进入客房前再一次敲门/按门铃？12Did the employee place the luggage on to the luggage rack/bench in t

49、he correct position (i.e. zipper facing the guest) and if a rack was not available did the employee offer to get one?员工是否在正确的位置放置行李在行李架/长椅上（即在客人面前扣上拉链）如果行李架不可用，员工是否主动提供？13Did employee offer to hang the suit carrier/coat?员工是否主动悬挂西装外套/上衣？14In the case where the guest had to wait for his room, was the

50、luggage placed into the room prior to his/her arrival?假如客人一定要在他的房间等侯行李，那么行李是在客人到达之前放到房间吗？15Was the luggage service organized and professional? 行李服务是否专业有条理？PORTER/DOORMAN 门童TOTAL SCORE0.0%DATE AND TIME日期和时间:总分STANDARD标准MEET 符合BELOW不符N/A没有使用THE EMPLOYEE - BEHAVIOURAL STANDARDS:16Were employees well gr

51、oomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing the Swissôtel doorman uniform with shoe buckles, bow tie and name badges?员工的制服是否呈现出干净整洁，皮鞋光亮? 如果适用，可穿着瑞士酒店门童制服并佩戴鞋扣，蝶形领结以及名徽?17Was the employees speech clear and use of English adequate to be fully understoo