酒店管理导论酒店品质检查细则评分表(中英文)

1.FrontOffice前厅1.1Operator

总机70

Reservation

预订部1201.3StationCounter/Arrival接机效劳1401.4Check-in接待部1701.5MorningCall喊醒效劳60

Information

咨询询处1001.7Concierge

礼宾部1201.8CheckingOut收银110

OverallImpressionofFrontOffice整体印象330前台得分FrontOfficeSubTatol12202.Rooms客房

RoomEvaluation

客房评估3802.2RoomMakeUpandTurnDownService房间收拾与开夜床1902.3Laundry洗衣170

MiniBar

迷你吧1502.5OverallRoomComfort舒适程度140客房得分RoomsSubTatol10303.Food&Beverage餐饮3.1BuffetBreakfast

自助早餐200

ChineseRestaurantService中餐厅3203.3WesternRestaurant西餐厅3703.4Bar/Coffeeshop/LobbyBar咖啡厅/酒吧230

RoomService送餐效劳2903.6

OverallComfortinDiningAreas整体餐厅舒适程度240餐饮得分Food&BeverageSubTatol16504.Otherservices其它4.1Recreation–FitnessCenter康乐设施3204.2BusinessCenter商务中心804.3RetailOutlets商店904.4SouvenirShop

纪念品商店904.5Engineering&Maintenance工程/维修110其它得分OtherServicesSubTatol6905.Facilitiesforsafety&thehandicap平安设施

FacilitiesforSafety平安设施1105.2HandicapPeopleandChild-careService儿童/伤残人士设施80平安设施得分Safty&HandicapSubTatol1906.OverallImpressionofHotel整体印象6.1HotelOutdoorArea酒店户外地区606.2Corridors走廊706.4PublicRestrooms公共洗手间90整体印象得分OverallImpressionSubTatol220酒店总得分HotelGrandTatol50000

1.FrontOffice

前台

Operator

总机标准得分

Tatol实际得分

Actual1.

12.Didtheoperatorgreettheguestandstatedthenameofthehotel?接线生有道出酒店名称和向客人致意13.

Doestheoperatorsspeakwithafriendlytone?接线生声调亲切14.

WasthecommandofEnglishgood?英语掌握得好15.

Wasthecalltransferredpromptly?转接速度16.

Itwasfreeofbackgroundnoise.里无杂音17.Didtheoperatorthanksforguest'scall?接线生有否向客人致谢1SubTotal总机得分701.2Reservation

预订部TotalActual1.

Thecallwaspickedupwihin3rings.三响内接听12.

Answeredprofessionallyandstatedthehotelname职员应答专业并道出酒店名称13.

Thecallwasfreefrombackgroundnoise里无杂音14.

Thedateofarrivalanddeparturewereconfirmed确认进住及离店日期15.

Didthereservationstaffexplainpatiently&clearly?耐心清楚地解释16.

Didconfirmtheguestname’sspellingandcontactmethod确认客人姓名及联系方式17.

Didstatewhattheroomrateisinclusiveof,departuretimeetc报出房价及包含的工程，离店时刻等18.

Didthereservationstaffupsell?职员是否向上销售19.Howwas

reservationstaff’sEnglish?职员英语水平110.

Wastheguestaddressedbyname?是否称呼客人姓名111.

Didthestaffrepeatthedetailofthereservation是否确认订房的内容112.

Didthereservationstaff

thanksforguest'scall?接线生有否向客人致谢1SubTotal预订部得分1201.3StationCounter/Arrival接机效劳TotalActual1.Stafflookedprofessional职员表现专业12.Welcomeguestatfirstinstancewitheyecontact

(y/n)迎接客人时是否目光接触13.Guestarrivalwellhandled及时、顺利地接到客人14.Washelpgivenforluggageetc?

关怀客人拿行李及其他物件15.Helptheguesttoopencardoor关怀客人开车门16.Requestguestwhetherhelikestohavemusic/volumesuitability询咨询客人音量适宜17.Courteousconversation,notaskingprivatequestions适宜的对话，不咨询私人咨询题18.Carefuldriving驾驶技巧19.Theseatbeltwaseasytouse平安带易于使用110.Informguestregardingapproximatetimetotaketoreachthehotel提供预估抵店时刻111.Opendoorforguestandtakecareofguest’sluggage帮客人开门并照顾行李112.Suitabletemperatureinthelimousine汽车内温度舒适、整洁113.Thebootisclearofthedriver’spersonalbelongings

汽车行李箱内无杂物114.Didthedriverthanktheguest?司机是否向客人道谢1SubTotal行李部得分1401.4Check-in前台接待TotalActual1.Doormanandbellboyawaitingguests门童及行李员就位等候12.Greetingguestwarmly热情咨询候客人13.Helpingguestwiththeluggage帮客人提行李14.Openthedoorandleadtheguestintothelobby为客人开门，引客人进门15.Hotelentranceiscleanandnoobstruction酒店进口清洁无杂物16.Guestwasservedwithin30seconduponarrivingthereceptioncounter客人抵达接待台30秒内被接待17.

Arethereceptionistsmilingattimeswhenservingtheguests?职员微笑着接待客人18.

Dotheyhaveeyecontactswhentalkingtoguest?和客人会话时维持目光接触19.

Dothereceptionistaddresstheguestnameatleastonce?在会话中,职员至少有一次称呼客人姓名110.

Dothestaffconfirmthereservationinformation?是否确认订房信息111.Check–intooklessthan5minutesandluggagewasdeliveredtoroom

在5分钟内办完进住手续，行李被送上房间112.

Didthestaffthanktheguestforchoosedhotels

andwishguesthadanicestay?职员有无感谢客人下榻酒店并祝客人进住愉快？113.Knockingondoorlightlywhenluggagewasbroughttotheroom行李生送行李到房间时轻轻敲门114.Uponentrytoroom,greetedguestcourteously进房间时，礼貌待客与咨询候115.Duringconversation,theguest’snamewasaddressedatleastonce对话中起码尊称客人姓名一次116.Luggagewasplacedontheluggagerack行李安放行李架上117.Thankingtheguest感谢客人1SubTotal接待部得分170

Wake-upCall喊醒效劳TotalActual1.Phonewaspickedupafter3rings三响内接听12.Staffgreetguest,andinformtheguestwhoheisspeakingto职员向客人致意并报岗位名称13.Duringconversation,theusernamewasmentionedatleastonce在会话中,职员至少有一次称呼客人姓名14.Repeatwhattheguest’srequesttoconfirminformation有确认客人的要求15.Wishguestgoodnight向客人讲晚安\午安16.Wakeupcallmustnotbemorethan5minutesdifferencethantheguestRequested喊醒客人的时刻要正确,差异不能超出5分钟1SubTotal喊醒效劳得分60

Information

咨询询处TotalActual1.Phonewasansweredin3rings三响内接听12.Greetguest,informguestwhoheisspeakingto职员向客人致意并报岗位名称13.Neverlettheguestwaitformorethan30second不让客人等候超过30秒钟14.Whenapproachtheinformationcounter,theguestshouldbeattendedtoin30second客人抵达询咨询处在30秒内有人接待15.Greetstheguestwarmly热情向客人致意16.Leaflets,promotionmaterialsandinformationareinstock资料齐备17.Providefreemapsandplacesofinterests免费地图及瞧光点讯息18.Allthefaxshouldbedeliveredwithin15minutes所有在15分钟內办妥19.Employeesarefamiliarwithproductknowledge效劳员熟悉酒店产品知识110.Thecounterisalwaysneatandtidy柜台整洁1SubTotal咨询询处得分100

Concierge

礼宾部TotalActual1

Thephonewasansweredwithin3rings响三次内接听12.

Therewasacourteousgreetingandstaffconfirmedthecheck-outtime职员向客人致意并确认离店时刻13.

Thestaffconfirmedthenumberofluggage确认行李件数14.

Thestaffaddressedtheguest’snameatleastonce在会话中,职员至少有一次称呼客人姓名15.

Thestaffthanktheguestforstayinginhotel

职员感谢客人下榻海航酒店16.

Thebellboycametotheroomwithin10minutes行李员在10分钟内抵达客房17.

Thebellboyknockedonthedoorlightly行李员有轻轻敲门18.

Thebellboygreettheguestpolitely行李员向客人行礼19.

Duringconversation,thebellboyaddressedtheguestnameatleastonce在会话中,职员至少有一次称呼客人姓名110.Conciergecarryluggage礼宾部职员关怀搬运行李111.Conciergehelpguesttoopenthedoorofthecar礼宾部职员帮客人翻开车门112Thankguestandwishhimagoodjourney

祝客人旅程愉快1SubTotal礼宾部得分120

CheckingOut收银TotalActual1

Guestwasservedwithin30seconduponarrivingthereceptioncounter客人抵达柜台30秒内被接待12.

Arethestaffsmilingattimeswhenservingtheguests?职员微笑着接待客人13.

Dotheyhaveeyecontactswhentalkingtoguest?和客人会话时维持目光接触14.

Dothestaffaddresstheusernameatleastonce?在会话中,职员至少有一次称呼客人姓名15.

Dothestaffconfirmtheroomnumber?是否确认房间号码16.

Wasthebillpresentationdoneproperly?结帐程序妥善处理17.

Didstaffexplainthetypesofpaymentmethods?有清楚解讲结帐方法18.

Didthestaffthanktheguestforstaying?职员有感谢客人19.Arethestaffsayinggoodbyetoguestwhentheguestwasabouttoleave?职员有向客人讲再见1101.Didstaffarrangeconciergetocollectluggage?有安排礼宾部同时搬运行李111.Didstaffthanktheguestandinvitehimtocomeandstayagain?有否邀请客人再次光临1SubTotal收银得分1101.9OverallImpressionofFrontOffice大堂整体印象TotalActual1.Islightingadequate?灯火通明12.

Isthetemperaturecomfortable?

温度舒适13.

Isventilationadequate?

空气流通14.

Aresigns&directionsclear?

方向指示清楚

15.

Aretheredesignatednon-smokingareas?

有非吸烟区16.

Istheroadmainentrancewell-maintained,clearofdebris?通道整洁有序,无杂物17.

Isappearanceofmainentranceinexcellentshape?大堂要紧通道美瞧大方18.

Was

apieceoflitteronthefloor

cleared

promptly?

地面杂物特别快清理

19.

Howoftenarefingerprintsonglassdoorscleaned?

大门玻璃手指印多久清理110.

Arethefurniture/fittingsurfacescleanand

clearofdust?

家具枱櫈清洁无灰尘111.Arethefurniture/fittingsurfacesclearof

anyunwanteditems?

家具枱櫈无杂物112.Arethefloorsurfaceclean?

地面清洁

113.Arethestairwaysclean?楼梯无杂物114.Areanyofthelightsoutoforder?

灯具设置无破损115.Areanyofthefittingnotinpropercondition?所有大堂设置无破损116.Aretheflowersfresh?

陈设鲜花117.Aretheplantswellmaintained,nodriedleavesetc?

室内植物培植好118.Istheflooringingoodcondition?地面无破损119.Isthefloorareaoftherestroomfrequentlycleaned?洗手间地面清洁120.Isthewashbasinsurfaceclean?洗手盆清洁121.Isthewashbasinsurroundingareadry?

洗手盆四面干净

122.Issoap/washingdetergentreplenished?

洗手液得到补充123.Arethedoorsoftherestroomclean?

地面干净124.Areotherfittingsoftherestroomingoodworkingorder?其他设备没破损125.Arethestaffuniformclean&tidy?

制服清洁和整洁126.Dothestafflookattentive&professional?职员专业形象,照顾周到127.Arethemalestaffhairshort&wellcombed?

男职员头发整洁

128.Ifthefemalestaffhavelonghair,aretheyneatlytiedorkept?女职员如长头发,有否紥起来129.Dothestaffhaveclean&shortfingernails?

指甲清洁,短和整洁130.Dothestaffwearanyexcessivejewelry?

职员没配戴不适当的首饰131.Whenspokento,arethestaffcourteous?对话时,职员有礼貌132.Dotheyhaveeyecontactswhentalkingtoguest?

对话时职员能够和客人维持目光接触133.Whentheycomeacrossguestdotheyacknowledgeorsmile?职员与客人面对面时能够打招呼或微笑1SubTotal整体印象得分3302.Rooms

客房2.1RoomEvaluation

客房评估TotalActual1.

Islightingadequate?灯光足够舒适12.

Isthetemperaturecomfortable?室温舒适13.

Isventilationadequate?通风舒适足够14.

Istheambiencepleasant?环境、气氛舒适喜悦15.

Arethefireexitsignclearandotherinstructionslegible?平安出口指示/标示清楚16.Theroomisquiet房间宁静17.

Arethefurniture/fittingsurfacescleanandclearofdust?客房家具/设置外表洁亮无尘埃18.

Isthecarpetfreeofanystain?地毯无汚点

19.Istheminifridgeclean/ordorless?冰箱干净无异味110.Arewindowsclean,bothinside&outside?窗玻璃内外都洁亮111.

Arecupboardsclean?杯柜干净

112.

Aredrawersandcontentsneatlydisplayed?抽屉及内物品整洁展示113.

Isthebathroomclean?浴室干净114.

Istowelcleanandsmellfresh?毛巾雪白/气味清新115.

Thenetcurtainisclean?紗帘干净无汚

116.

Thebedlineisclean床綫干净117.

Isthewallcleanandspotless墙壁干净无汚点

118.

Areallfurniturecleanandstainless所有家具洁亮无汚点119.

Arealllampsclean灯具/罩干净120.

Areallfloor&wallsurfacesingoodorder?地台/墙面无破损121.

Fittingsandappliancesroomingoodorder?客房/浴室所有设置无破损122.Iswaterpressure/hotwateradequate?水流\压平衡\热水足够，15秒内到达46-51°C123.IstheTVinproperworkingorderandhaveHNAchannel?电视运作正常，具有海航频道124.Istheminibarcontents

ingoodorder?客房迷你吧内容整洁有序125.

Isbathroominperfectorder?浴室设置有序有条理126.

Istheinternetconnectiontroublefree?上网顺畅127.

Isthemirrorsisperfectcondition?镜子完美无损128.

Arethetilesinthebathroomingoodcondition?浴室墙砖完好无损129.

Showerglasspanelclean浴室玻璃干净130.

Toiletandwaterdrainageingoodcondition?洗手间排水完好操作正常131.Isbathroomventilation

quiet?浴室排气、抽风系统宁静132.

Areallutilitiesreplacedafteruse?易耗品用后补充及时133.Bathrobeiscleanandmadeofgoodmaterial浴袍干净及材料适当134.Glassesarecleanandcostarsareavailable玻璃杯洁亮、杯垫在位135.Facetowelsarecleanandfeelfreshandsoft面巾柔软清新干净136.Roomcleaningiscompletedbefore14:00中午两点前完成在住客人房间清理137.Staffrespectthe“donotdisturb〞sign效劳员遵从“请勿干扰〞指示138.Alltheutensilsareplacedaccordingly所有用品补充到位1

SubTotal客房评估得分3802.2RoomMakeUpandTurnDownService房间收拾与开夜床TotalActual1.

Thephonecalltohousekeepingisansweredwithin3rings三响内接听12.

Requesttohavetheroomcleantakeslessthan10minutesforthemaidtoarrive提出要求清理房间效劳员在10分钟内到达13.

Cleaningoftheroomtakesnomore

than20minutes清理房间时刻不超过20分钟14.

Allbathroomutensilsarereplaced浴室所有用品都更换补充15.

Wettowelsarereplaced使用过的毛巾都更换16.

Toiletriesareneatlyarranged浴室用品、易耗品都整洁陈设17.

Theguest’spersonaltoiletriesitemsareneatlyarranged客人自帶私人梳洗用品都处理整洁19.

Turndownserviceisprovidedeverydaybetween17:00till22:00提供夜间开床效劳每晚17:00至22：00110.Thequiltisneatlyopenedtorevealtheneed棉被整洁翻开显示备用111.Setupthegoodnightcardorhotelgift床头放置晚安卡或致意品112.Bedsidelampsareswitchedon床边灯打亮113.Theroomservicemenuisplacedonanoticeableposition

送餐菜牌放显眼位置114.Binsareemptied垃圾桶已清理115.Alltheutensilsintheroomareputbackontheiroriginalplaces房内所有配置用品都放回原位116.Allshoes\closesareneatlyplaced所有鞋\衣服都整洁摆放\悬挂117.Stationeriesarereplaced文具信纸都补给118.Glassesorplatesthathavebeenusedaretakenawayorreplaced用过的杯碟都更换119.Newspaperandmagazinesareneatlypiledup报纸、杂志都整洁折叠120.

Theremotecontrolisplacedonthebed电视远控器放在床头适当位置1SubTotal房间收拾与开床得分190

Laundry洗衣TotalActual1.Thelaundrylistincludeservicetime洗衣单含效劳时刻12.Itgivescollection&deliverydetails洗衣单上提示交收指引13.Itindicatesaphonenumber洗衣单上显示效劳14.Pricingisclear价目清楚15.Laundrybagisavailable配有环保洗衣袋备用16.Laundrytobecollectedin10minutesaftertheguestcall致电洗衣要求10分钟内完成收取17.Thestaffshouldlightlyknockonthedoor效劳员轻敲房门18.Thestaffshouldcourteouslygreettheguest效劳员礼貌地称呼客人19.Theguest’snameshouldbeaddressedatleastonce至少一次称呼客人姓名110.Shouldconfirmtheitemstobewashed送洗衣服逐件确认111.Didstaffthankguest?是否向客人致谢112.Waslaundrydeliveredontime?洗衣是否按时送回114.Hasallitemsbeenreturned所有送洗/熨衣物都送回，并包装、悬挂整洁115.Thechargesareclearlyindicated收费都清楚指示116.Theitemshavebeenwashedsatisfactorily送洗熨衣物都满足118.Alltagswereremoved送洗熨衣物上的标贴都撤除119.Sockswerefoldedinpairs袜子是否配对一双1

SubTotal洗衣得分1702.4MiniBar

迷你吧TotalActual1.Itisinspectedeveryday天天点查12.Theuseditemsarebeingreplaced用后补给13.Dirtyglassesshouldbechanged用过杯更换14.Istheminifridgeclean/odorless?冰箱干净无异味15.Theminifridgeiswellinstalled冰箱安放稳固16.Ingoodcondition,nofrost/ice冰箱功能良好，无结冰/霜17.Therearesufficientdrinksandfastfood足够饮料及小食种类18.Pricelistisavailable附价目清单19.Theitemsofthebarmatchthatofthefridge清单与配置工程相符110.Thedateoftheproductionareindicatedandtheyarenotoverdue印有期限并无过期111.Thelabelofthefooditemsshouldfaceoutside食品标贴面向外112.Glassesareplacedoncoasters杯陈设在杯垫上113.Cocktailsticksandcoastersareavailable备有混酒棒及杯垫114.Tissuesareavailable有备用餐巾纸115.Icecontainerandtongareavailable备冰桶及钳子1SubTotal迷你吧得分1502.5OverallRoomComfort舒适程度TotalActual1.Theroomhasaniceambience，temperatureandhumidityiscomfortable房间环境舒适，温度、湿度适当(温度在24-26度，相对湿度在45%-55%)12.Theroomisveryquiet,Noisefromnextroomarewellinsulated

房间宁静,房与房隔音良好13.Theinsulationfromthestreetisgood房间与街道上隔音良好14.Itgivesacleanandfreshfeeling

给人以干净清新的感受15.Theroomistastefullyfurnished装饰设计陈设具有品位气氛16.Theair-conditionisefficientandquiet房内空调足够及无噪音17.Theswitchoftheair-conditioniseasytoadjust空调操纵轻易操作18.Thefurnitureiswellarranged家具陈设妥当适宜19.Thedeskandchairsarecomfortable桌椅舒适合理110.Thebediscomfortable床舒适111.Thepillowsareofgoodtextureandmaterial,Pillowiscomfortable

枕头用料及结构良好，枕头舒适112.可提供3种以上不同类型枕头供客人选择1到达80×60以上114.

Thequiltisoftherightthickness棉被厚薄适中1SubTotal舒适程度得分1403.Food&Beverage餐饮3.1BuffetBreakfast

自助早餐TotalActual1.

Wasguestattendedtoin15secondsuponarrival?顾客到达餐厅后15秒以内有没有被接待？12.

Doesthehostessescorttheguesttotheseat?迎宾小姐有没有引导顾客就坐？13.

Whengreeting,dothestaffsayGoodMorningtotheguests?职员向顾客咨询候时，有没有讲“早上好〞？14.

Arethestaffpouringtea/coffeeaftertheguesthassatdown?当顾客就坐后职员有没有斟茶〔咖啡〕？15.

Arecoastersbeingplacedwhendrinksareserved?上饮料时放杯垫16.

Arethestaffcleaningthetableaftereveryoneonthetablehavefinishedtheircourse?职员是否在客人用完餐后及时清理桌子？17.

Arethestafftakeawaythedishplateonthetableaftereveryonehasfinishedtheirfood?职员是否及时撤走客人用过的盘子？18.

Arethestaffusingservicetraytocarrythecupsandsaucers?职员有没有使用托盘上茶杯和调料？19.Arethestaff/captainsayinggoodbyetothecustomerswhentheyleave?当顾客离开时职员或领班有没有讲再见？110.Arethebuffetdisplayclean,tidyandlookinggood?自助餐摆台是否干净、整洁、美瞧？111.Therearecleardisplayofnamesoffooditems食品的名称显示清楚、统一112.Thereareplatesthathavebeenplacedinplatewarmer自助餐盘有没有放在保温器上113.Thereisatleastachefstandbynearthebuffetcounters至少有一名厨师在自助餐现场守候114.Tablesarecleanandnapkinswellironandfolded桌面清洁、餐巾折叠平坦115.Thecondimentsareallreplenished调料得到补充116.Arethestaffattentive,readytoservewhentheguestrequires?当客人咨询询时，职员专心效劳117.Fixturesintherestaurantisingoodorderandclean餐厅的设施整洁干净118.Thereisgoodinsulationbetweentherestaurantandthekitchen餐厅和厨房之间隔离良好119.Ifthebuffetfoodresupplyontime?自助食品是否及时得到补充120.

Furnitureareallingoodconditionandmatchthatoftherestaurantdesign设备状况良好，符合餐厅设计气氛1SubTotal自助早餐得分2003.2ChineseRestaurantService中餐厅TotalActual1.Theguestwasgreetedinlessthan15seconduponarrivalattherestaurantreception顾客到达餐厅接待处后15秒以内受到咨询候12.

Wastablereservationhandledproperly?桌位预定是否处理得当13.

Didstaffaskforguestnameandaddressthecustomer?职员能否咨询询客人姓名并分辨清楚14.

Wasseatingtheguestcompletedwithinoneminute?能在一分钟内引导客人就座15.

Whengreeting,dothestaffsayGoodMorning,afternoon,eveningtotheguests?咨询候客人时，职员能够讲早上好、下午好、晚上好等。16.

Arethestaffpullingthechairfortheguest?职员为客人拉出椅子17.

Afterseatingtheguestsdown,doesthestaffplacethenapkinontheirlap?客人就座后，职员将餐巾放到客人膝上18.

Aretheguestsbeingpresentedwiththewinelist?向客人出示酒水菜单19.

Isthemenubeingopentothefirstpagewhenpresentedtotheguest?给客人提供菜单时，能否翻到首页110.Isthestaffknowledgeableonthemenu?职员对菜单熟悉111.Wasthereconstanteyecontactwiththeguestduringordering客人点单时，职员与客人目光接触112.Ifrecommendthespecialcoursetoguest?职员主动推举特色菜肴113.Foodwasservedwithin10minutesofordering

点单后，第一道菜在10分钟以内上桌114.Whenfoodwasserved,staffintroducedthenames食物上桌后，职员介绍菜名115.Teawasreplenishedconstantly维持添加茶水116.Istheteabeingpouredservedfromtherighthandsideinaclockwisemanner?以顺时针方向从右手边倒茶117.Arethestaffchangingthedishplateswhentheywerefull?骨碟满后，职员会更换118.Isthestaffclearingthetableaftereveryonehasfinishedtheirfood?客人就餐完毕以后职员会及时清理桌面119.Doesthestaff/captainapologizeimmediatelyafteracomplaintisfiled?客人投诉后，职员/领班能否立即抱歉120.Doesthestafflistentothecomplaintbeforeactinguponit?职员能否在采取下一步行动前听取投诉？121.Arethestaffusingservicetraytocarrythedishes职员使用托盘放食碟

122.Arethestaffsattentive,readytoservewhentheguestrequires?客人咨询询时，职员专心效劳123.Wasthecheckpresentationdoneproperly?

账单表述清楚124.Wasthecheckproperlytallied?账单计算正确

125.Arethestaff/captainsayinggoodbyetothecustomerswhentheyleave?客人离开时，职员/领班有向客人道不126.Themenuiscleanandingoodcondition菜单干净，摆放整洁127.Themenucontentisexcellentandrichnessimformation菜单设计精良，信息完整〔如烹调方法、搭配等〕128.Thetableclothandnapkinsareincleanconditionandwellironed桌布和餐巾干净，熨烫整洁129.Thecarpetisinexcellentcondition地毯状态特别好130.Theplantintherestaurantisingoodcondition餐厅植物状态良好131.Thefurnitureisinexcellentcondition家具状态良好132.Thereisgoodinsulationbetweentherestaurantandthekitchen餐厅和厨房隔离良好1SubTotal中餐得分3203.3WesternRestaurant西餐厅TotalActual1.Theguestwasgreetedinlessthan15seconduponarrivalattherestaurantreception顾客到达餐厅接待处后15秒以内受到咨询候12.Wastablereservationhandledproperly?桌位预定是否处理得当13.

Didstaffaskforguestnameandaddressthecustomer?职员能否咨询询客人姓名同时分辨清楚14.

Wasseatingtheguestcompletedwithinoneminute?能在一分钟内引导客人就座15.

Whengreeting,dothestaffsayGoodMorning,afternoon,eveningtotheguests?咨询候客人时，职员能够讲早上好、下午好、晚上好等。16.

Arethestaffspullingthechairfortheguest?职员为客人拉出椅子17.

Afterseatingtheguestsdown,doesthestaffplacethenapkinontheirlap?客人就座后，职员将餐巾放到客人膝上18.

Aretheguestsbeingpresentedwiththewinelist?向客人出示酒水菜单19.

Arethemenusbeingopentothefirstpagewhenpresentedtotheguest?给客人提供菜单时，能否翻到首页110.

Didstaffmakerecommendationonmenuselection?客人点单时，职员提供推举111.Didstaffsuggestdailyspecial?职员能推举每日特别介绍112.Arethestaffsknowledgeableonthemenu?职员对菜单熟悉113.Wasthereconstanteyecontactwiththeguestduringordering客人点单时，职员与客人目光接触114.Didstaffconfirmtheorderandrepeattheitemstotheguest职员向客人重复点单内容以确认115.Didstaffthankguestaftertheorderingwascompleted?客人点单后，职员致谢116.Waswaterbeingpouredaftertheguesthasbeenseated客人就座后，给客人倒水117.Didstaffbringaselectionofbreadrollsandbutterfortheguesttoselect?在客人点餐后，职员拿来可选的面包和黄油118.Thefirstcoursewasservedwithin15minutesofordering第一道菜在15分钟内上桌119.Whenfoodwasserved,staffintroducedthenames上菜后，职员作介绍120.Teawasreplenishedconstantly维持添加茶水121.Wasmainentréeservedwithin20minutesofthestarterhasfinishedandcleared?吃完前菜以后20分钟以内能够上第二道前菜122.Whenholdingglasses,dostaffonlyholdtheglassneckorglassbottom操作玻璃酒杯或酒樽时，只握杯颈或杯底123.Didstaffsuggestthesauces(incl.mustard/mintjellyetc)tobeserved?职员向客人建议调料〔包括芥末/薄荷等〕124.Arethestaffclearingthetableaftereveryonehasfinishedtheirfood?所有客人就餐完毕以后职员会清理桌面125.Aftertheentréehasbeencleared,didstaffclearedawaybutterplates,condimentsandcutleries?吃完前菜以后，职员能否清理黄油碟、调味品和餐具？126.Arethestaffusingservicetraytocarrythedishes职员使用托盘放食碟127.Arethestaffsattentive,readytoservewhentheguestrequires?客人咨询询时，职员专心效劳128.Wasthecheckpresentationdoneproperly?账单表述清楚129.Wasthecheckproperlytallied?

账单计算正确

130.Arethestaff/captainsayinggoodbyetothecustomerswhentheyleave?客人离开时，职员/领班向客人道不131.Themenuiscleanandingoodcondition

菜单干净，摆放整洁127.Themenucontentisexcellentandrichnessimformation菜单设计精良，信息完整〔如烹调方法、搭配等〕133.Thetableclothandnapkinsareincleanconditionandwellironed桌布和餐巾干净，熨烫整洁134.Thecarpetisinexcellentcondition地毯状态特别好135.Theplantintherestaurantisingoodcondition餐厅植物状态良好136.Thefurnitureisinexcellentcondition家具状态良好137.Thereisgoodinsulationbetweentherestaurantandthekitchen餐厅和厨房隔离良好1SubTotal西餐厅得分3703.4Bar/Coffeeshop/LobbyBar咖啡厅/酒吧TotalActual1.

Wheretheygreetedwithin1minuteuponarrival?顾客到达餐厅接待处1分钟以内受到咨询候12.Doesthehostessacknowledge/ignoretheguestwhentheyarebusyonthephonewhiletheguestiswaiting?当客人等待时，迎宾小姐正在打，现在迎宾小姐能否向客人示意？13.

Wasguestservedwithin3minutesuponbeingseated?客人就座后3分钟以内受到效劳14.Wasthewaitresstakingorderwithin3minutesofsittingdown?效劳员能够在客人就座后3分钟提供菜单15.Isthestaffknowledgeableonthemenu?职员对菜单熟悉16.

Arecoastersbeingplacedwhendrinksareserved?上饮料时放杯垫17.

Didstaffmaintaineyecontactduringordertaking?点单时职员能够和客人维持目光接触18.

Didthedrinksarrivewithin5minutes?饮料能够在5分钟以内到19.Doesthestaff/captainapologizeimmediatelyafteracomplaintisfiled?客人投诉后，职员/领班能否立即抱歉？110.Doesthestafflistentothecomplaintbeforeactinguponit?职员能否在采取下一步行动前听取投诉？111.

Arethestaffusingservicetraytocarrytheglassesanddrinks?职员能够使用托盘放茶杯和饮料

112.Whenholdingglassesorbottle,dostaffonlyholdtheglassneckorglassbottom当拿茶杯或者瓶子时，职员只能拿着杯子中部和底部113.

Arethestaffsattentive,readytoservewhentheguestrequires?客人咨询询时，职员专心效劳114.Wasthecheckpresentationdoneproperly?账单表述清楚115.Wasthecheckproperlytallied?

账单计算正确

116.Arethestaff/captainsayinggoodbyetothecustomerswhentheyleave?客人离开时，职员/领班会向客人道不117.Arethestaffssuggestingtheguesttohaveaseconddrink?职员能够建议客人喝第二杯饮料118.Isthefurnitureingoodorder?家具状态良好119.Doesthefurnitureandfittingmatchesthatofthesurrounding?家具和周边环境搭配合理120.Thebarcounteriscleanandtidywithnowaterspillage吧台内干净整洁，没有积水121.Areallthebeveragewiththelabelfacingoutwardstowardsthecustomers?所有饮料的标签能够面向客人122.Doesthesurroundingmusicmatchthatofthebar?背景音乐是否与吧台气氛搭配123.Thedelicatessenshopissellingproductthatmatchthestandardsofthehotel熟食柜台出售的食品和酒店的标准一致1SubTotal咖啡厅/酒吧得分2303.5RoomService送餐效劳TotalActual1.

Arethecutleriesclean?餐具干净12.

Aretheglassesclean?茶杯干净13.

Aretheservingplatesclean?托盘干净

14.Aretableclothclean?桌布干净15.

Arethestaffssmilingattimeswhenservingtheguests?职员效劳时能够对客人微笑16.

Whenspokento,arethestaffcourteous?职员和客人讲话时有礼貌17.Dotheyhaveeyecontactswhentalkingtoguest?职员和客人交谈时维持目光接触19.

Thephonewasansweredingoodtime?能否及时应答110.

Wasguestaddressedbyname?能够称呼客人姓名

111.Wasroomserviceorderdonecourteouslybythestaff?在点单期间职员始终维持礼貌

112.

WasstaffconversingingoodEnglish职员能够用英文与客人熟练沟通113.Wasthestaffhelpfulintermsofmenuexplanation?职员能够关怀客人理解菜单内容114.Wastheorderrepeatedbacktotheguest?

能够向客人重复点单内容115.Didthefoodarriveontime?食物到达准时116.Wasthecheckpresentationdoneproperly账单表述清楚117.Wasthecheckproperlytallied?账单计算正确118.Didstaffthankguestandsaying“enjoyyourmeal〞tothecustomersbeforeleavingtheroom?职员离开房间时向客人致谢并祝客人“用餐愉快〞119.Didstaffknocklightlyatthedoor?职员轻声敲门120.Didstaffaskedguestwherehewantedthetrolley\palletbeplaced职员礼貌询咨询客人托盘或送餐车摆放何处121.Didstafflaidoutfoodfortheguest?职员为客人摆放食物122.Foodorderedtalliedwithorder上菜是否正确123.Foodwascovered食物被盖好124.Wasbillpresentedinacleanfolder?账单放在干净的夹子内125.Wasthefoodtrolleyincleanandwellmaintainedcondition送餐车干净，维护保养状态良好126.Wastableclothcleanandwellironed?送餐车桌布干净，熨烫平坦127.Wasplatesandglasseswellcovered?杯子和碟子被盖好128.Wasnapkincleanandwellironed?餐巾干净，熨烫平坦129.Weresaltandpeppermillscleanandfullyfilled盐和胡椒粉瓶干净布满130.Remindingthereclaimproceduretoguest告知客人餐具回收程序或提供回收卡1SubTotal送餐效劳得分290

OverallComfortinDiningAreas整体餐厅舒适程度TotalActual1.

Islightingadequate?照明适宜吗12.

Isthetemperaturecomfortable?温度是否适宜13.

Isventilationadequate?通风好吗14.

Istheairoftheareasfeelfresh?空气新奇吗15.

Aresigns&directionsclear?标志和指示牌清楚吗16.

Aretheredesignatednon-smokingareas?是否有明确的非吸烟区标志17.

Waslitterpickedorclearedfromthefloorpromptly?地板上的垃圾是否立即被往除18.

Areseatingcomfortable?座位舒适吗19.

Arethefurniture/fittingsurfacescleanandclearofdust?家具/装饰外表干净无尘110.Arethefloorsurfaceclean?地板外表干净111.Aretableclothclean?桌布干净112.Arethecutleryclean?餐具干净113.Aretheglassesclean?茶杯干净114.Aretheservingplatesclean?托盘干净115.Tablewarewereinperfectcondition餐具状态完美116.Arethefitting/mirrors/windows/furnitureinpropercondition?装饰/家具/镜子/窗户状态良好117.Aretheflowersfresh?花卉新奇118.Aretheplantswellmaintained,nodriedleavesetc?植物保养得好，没有枯槁的落叶119.Istheflooring/carpetingoodcondition?地板/地毯状态良好120.ThereisgoodinsulationbetweenRestaurantandkitchen餐厅和厨房隔离良好121.Issoap/washingdetergentreplenished?胖皂/洗手液补充及时

122.Istherestroomwelldesigned?洗手间设计良好123.Aretoiletrollsreplaced?洗手间手纸补充及时124.Areotherfittingsoftherestroomingoodworkingorder?洗手间其他设备是否状态良好1SubTotal整体餐厅舒适程度得分2404.

OtherServices其他效劳

Recreation–FitnessCenter康乐设施TotalActual1.

Islightingadequate?照明适宜12.

Isthetemperaturecomfortable?温度舒适13.

Isventilationadequate?通风良好14.

Arethefurniture/fittingsurfacescleanandclearofdust?家具外表干净无尘15.

Arethefurniture/fittingsurfacesclearofanyunwanteditems?家具/装饰外表没有任何不需要的东西16.Isthefloorareaofthechangingroomfrequentlycleaned?更衣室地面干净，经常得到清洁

17.

Isthewashbasinsurfaceclean?脸盆外表干净18.

TheTVsetisworking音像设施运行正常19.

GYMhavedrinkingwater

健身房备有饮水机与水杯110.Arethefittinginpropercondition?装饰品状态良好111.Aretheplantswellmaintained,nodriedleavesetc?植物保养得好，没有枯槁的落叶112.Istheflooringingoodcondition?地板状态良好113.Arethegymequipmentfunctioningproperly?健身设备功能正常

114.Aretheywellplacedafteruse?健身设备使用后摆放适当

115.Isthefloorareaofthechangingroomfrequentlycleaned?更衣室(游泳池)地面得到经常性的清洁116.Isthewashbasinsurfaceandsuroundingareaclean?脸盆外表及周边干净117.Issoap/washingdetergentreplenished?胖皂/洗手液得到补充

118.Aretoiletrollsreplaced?厕所手纸得到补充

119.Arelockersingoodcondition,andnoticeaboutvaluables

?更衣柜状态良好,并有平安提示，提醒自行保管宝贵物品

1平安提示清楚、醒目121.Arealltheshowersingoodworkingcondition?theshowerareasproperlycleaned?淋浴设施状态良好，淋浴位置清洁122.Thelifeguardandlifepreserveronduty配备专职救生人员及相应救生设施123.Arethestaffuniformclean&tidy?职员服装整洁124.Dothestafflookattentive&professional?职员表现专心和专业125.Arethemalestaffhairshort&wellcombed?男职员短发，梳理整洁126.Arethestaffsmilingattimeswhenservingtheguests?职员对客效劳时微笑127.Whenspokento,arethestaffcourteous?职员和客人对话有礼貌128.Dotheyhaveeyecontactswhentalkingtoguest?

职员与客人对话维持目光接触129.Wasguestgreetedatreception?客人在接待处受到招呼130.Arestaffhelpfulinassistingguesttousethegymequipment?职员在客人使用健身器材时能否关怀客人

131.Didstaffsaythankyouorgoodbye?职员能否对客人致谢和讲再见132.Openinghoursisreasonable，12hatleasteveryday健身中心每日开放时刻许多于12小时1SubTotal消遣康乐设施得分

3204.2BusinessCenter商务中心TotalActual1.

Doesthestafflookprofessional?职员仪容仪表是否专业12.

HowwasthestandardofEnglish?职员英文是否标准13.

Didthestaffexplainthepricingclearly职员解释价格清楚，明示各项效劳收费14.

Isthebusinesscentrewellequipped?PC,camera

forrental商务中心设施完善，有电脑、照相机、U盘可供出租？15.

Wasguestgreetedoracknowledgedinstantlyuponarrival?当客人到达时，能够立即打招呼16.

Doesthesstaffmanagetosatisfytheguestenquiry?职员能够对客人的咨询做满足的答复17.

Doesthestaffhignefficiencyservice?职员业务熟练，效劳效率高18.

Dotheyprovidescanning？能否提供扫描效劳1SubTotal商务中心得分804.3RetailOutlets商店TotalActual1.Thedesignanddécorblendinwiththatofthehotelinteriorenvironment设计和装饰与酒店内部的风格协调12.Thestaffispoliteandgreetstheguest职员有礼貌，向客人打招呼13.Thegoodsforsalewerelaidoutattractively,andhavepricetagsoneachofitem.商品陈列美瞧，明码标价14.Therearefamousbrandnamesintheoutlet有名牌产品出售15.Theshopsarecleanandnostocklyingaround商店干净，没有杂物堆积16.Thedisplaywindowsaretastefullyarranged展示橱窗布置高雅17.Theglasspaneliscleanandnofingerprints玻璃面板干净，没有指印18.Productknowledgeofstaffisgood职员熟悉产品知识19.Thankguestandrequestguesttocomeagain向客人致谢，邀请客人再次光临1SubTotal商店得分90

SouvenirShop

纪念品商店TotalActual1.Thedesignanddécorblendinwiththatofthehotelinteriorenvironment设计和装饰与酒店内部的风格协调12.Thestaffispoliteandgreetstheguest职员有礼貌，能向客人打招呼13.Touristsouvenirisonsale有旅游纪念品出售14.Postcardsareonsale有明信片出售15.Localmapsareonsale有本地地图出售16.Toiletriesonsale有化装品出售17.Special/localgoodsonsale有当地特色产品出售18.productknowledgeofstaffisgood职员熟悉产品知识19.Thankguestandrequestguesttocomeagain向客人致谢，邀请客人再次光临1SubTotal纪念品商店得分904.5Engineering&Maintenance工程/维修效劳TotalActual1.Thecallwasansweredwithin3rings响起3声以内得到应答12.Thecallwasansweredproperly,namingthedepartment,withrequestforassistance.应答适当，报部门名称13.Thestaffaskedtoknowtheproblemisdetail职员对咨询题了解细致14.Thestafftriedtosolvetheproblemoverthephone.职员试图通过解决咨询题15.Knockingonthedoorlightly,statingtheengineeringdepartment.轻敲房门，讲明是工程部职员16.Verypolitely,madeenquiryastowhetheritwasconvenienttogoinandlookintotheproblem