皇冠假日酒店房務(wù)部模擬運作計劃

1、皇冠假日酒店房務(wù)部模擬運作計劃room stay-in simulation program 房務(wù)部模擬運作計劃critique form 模擬評估表please answer the following questions by putting a tick ( ) in the appropriate bracket. (n/a: not applicable) 請回答以下的問題，并在適當(dāng)?shù)睦ㄌ杻?nèi)打“”。check-in stage-stage 2 登記入住 -情景2 a. entrance services: 大堂門口服務(wù)did the baggage assistant 禮賓部服務(wù)員有

2、沒有做到1. smile and establish eye contact? 保持微笑并與您有目光接觸？2. greet you appropriately (good morning/afternoon/evening)? 適當(dāng)?shù)膯柡颍ㄔ缟虾?下午好 /晚上好） ? 3. extend a warm welcome? 熱情地歡迎您？4. address you by name (if know)? 稱呼您的姓名（如果服務(wù)員已經(jīng)知道）? 5. offer assistance with baggage (if relevant) 稱呼您的姓名（如果合適的話）? b.reception ser

3、vices ：前臺接待服務(wù)did the guest service agent .賓客服務(wù)員有沒有做到1. smile and establish eye contact? 保持微笑并與您有目光接觸？2. greet you appropriately (good morning/afternoon/evening)? 適當(dāng)?shù)膯柡颍ㄔ缟虾?下午好 /晚上好）？3. extend a warm welcome yes no 是否（）（）（）（）（）（）（）（）（）（）yes no 是否（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）熱情地歡迎您？4. greet you by

4、name (if know)? 稱呼您的姓名（如果服務(wù)員已經(jīng)知道）？5. offer to complete your registration card for you? 提議幫助您填寫入住登記卡？6. confirm the room type booked? 確認(rèn)您預(yù)定的房間類型？7. reconfirm your length of stay? 再次確認(rèn)您的入住期限？8. advise you of your room rate? 向您說明您的房價？9. verify your mode of payment? 核實您的付款方式？10. inform you of your room

5、number and level? 告訴您的房間號和樓層數(shù)？11. indicate the direction of the elevators to you? 為您指引電梯的方向？12. inform you of the service center line#3? 告訴您賓客服務(wù)中心的電話是撥“3”號鍵？13. address you by name more than once during registration? 在登記過程中不只一次稱呼您的姓名？14. handle the registration courteously and efficiently? 有禮貌，有效率地為

6、您辦理入住手續(xù)？15. wish you a pleasant stay? 祝愿您入住愉快？did the baggage assistant or guest service agent禮賓部服務(wù)員或都賓客服務(wù)中心員工有沒有1. escort you to your room (if applicable)? 陪同您回您的房間（如果適用）？2. hold the lift for you (if applicable)? （）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）yes no 是否（）（）（）（）（）（）（）（）（）（）（）（）為您按住電梯（如果適用）？3. infor

7、m you of your room number? 告訴您的房間號？4. introduce other hotel facilities on the way to your room? 在送您到房間的途中向您介紹酒店的其他設(shè)施？5. allow you to enter the room first? 允許您先進(jìn)房間。6. introduce the room and its facilities to you? 向您介紹房間情況及其他設(shè)施？a. door lock 門鎖b. room tv set & remote control unit 電視及遙控器c. tv set &a

8、mp;remote control unit 電視及遙控器d. coffee/tee making facilities 煮茶 /咖啡器具e. electronic safe 電子保險箱f. message light and voice mail 留言燈及語音信箱g. hairdryer 電吹風(fēng)7. inform you of the service center#3? 告訴您賓客服務(wù)中心的電話是撥“3”號鍵？8. wish you a pleasant stay? 祝愿您入住愉快？9. did the staff provide further assistance? 賓客服務(wù)員有否提供更

9、多的幫助？how would you rate your arrival experience? 您對您的入住經(jīng)歷如何評？（）excellent （）good （）fair （） poor 優(yōu)好一般差suggestions for improvement ：改進(jìn)建議：while in residence stage-stage3 進(jìn)房間 -情景 3 in order to evaluate the services offered by other rooms division departments, please follow the instructions indicated for

10、each of the following departments: 為了給房務(wù)部其他部門的服務(wù)作一個評估，請您按以下指引向每個部門要求一個服務(wù)項目。（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）yes no housekeeping services: 客房服務(wù)：1. did the housekeeper.客房服務(wù)員有沒有做到.a. press the doorbell 3 times? 按門鈴三聲，并報上所在部門名稱？b. greet you appropriately? (good morning/afternoon/evening)? 適當(dāng)?shù)貑柡颍ㄔ?/p>

11、上好/下午好 /晚上好）？c. introduce himself/herself ? 介紹他 /她自己？d. smile? 微笑？e. establish eye contact? 目光接觸？f. look presentable? 看起來很得體？g. use appropriate language in communication with you? 與您溝通過程中使用適用的語言？h. wish you a pleasant stay? 祝您入住愉快？2. was the bed properly made up? 床是否正確鋪好？3. was the bed properly turn

12、ed down? 開床服務(wù)是否正確？4. was the housekeeper available when needed? 客房服務(wù)員是否隨時準(zhǔn)備為您服務(wù)？how would you rate the service of the housekeeper? 您對客房服務(wù)如何評價？（）excellent （）good （） fair （） poor 優(yōu)好一般差suggestions for improvement: 改進(jìn)建議b. service center ：服務(wù)中心request at least one wake-up call during your stay in the hote

13、l 是否（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）在酒店入住期間至少要求一次早叫服務(wù)。ask the telephone operator for a telephone number of your choice. 任意向總機(jī)詢問一個電話號碼。wake-up call叫早服務(wù)1. did the telephone operator answer your call within 3 rings? 接線生是否在鈴響三聲內(nèi)接聽電話2. greet you appropriately (good morning /afternoon/even

14、ing) 適當(dāng)?shù)貑柡颍ㄔ缟虾?下午好 /晚上好）3. did the staff repeat your wake-up call instruction? 賓客服務(wù)員是否重復(fù)您的叫早服務(wù)要求？4. did the staff enquire if you would like a second wake-up call? 賓客服務(wù)是否詢問您是否還需要第二次的叫早？5. was the wake-up call received on time? 是否準(zhǔn)時給您叫早？6did the telephone operator announce the call clearly? 電話接線生的叫早服務(wù)

15、是否清晰？7. did the staff wish you a good day? 賓客服務(wù)員是否祝您渡過愉快的一天？8. was there a smile in their voice? 聲音里帶微笑？informatio 咨詢處1. did the telephone operator answer your call within 3 rings? 接線生是否在鈴響三聲內(nèi)接聽電話？2. greet you appropriately (good morning/afternoon/evening)? 適當(dāng)?shù)貑柡颍ㄔ缟虾?下午好 /晚上好）3. did the staff comply

16、 with your request? 賓客服務(wù)員是否完成您的要求？4. did the staff offer to connect you to the number requested? 賓客服務(wù)員是否提議為您連接要求的號碼？5. did the staff thank you for calling? 賓客服務(wù)員是否感謝您的來電？how would you rate the service of the telephone department? 您對電話部門的服務(wù)如何平價？yes no 是否（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）（）yes no 是否（）（）（）

17、（）（）（）（）（）（）（）（）excellent （）good （） fair （） poor 優(yōu)好一般差suggestions for improvement: 改進(jìn)建議cconcierge service ：禮賓服務(wù)request information on tours available. 咨詢有關(guān)的旅游資料。request information regarding the soonest available flight to a country or city of your choice. 詢問能最快到達(dá)您所選擇國家或城市的有效航班的資料。ask for directions

18、 to the nearest bank, place of worship or hospital. (please choose one only) 詢問指路（只選一個）：最近的銀行、教堂或醫(yī)院。tour information 旅游咨詢1. were you greeted with a smile and an offer of assistance? 賓客服務(wù)是否微笑和提供幫助？2. was the information given clear and complete? 提供的信息是否清晰完整？3. was your request handled in a polite, fr

19、iendly and professional manner? 賓客服務(wù)是否友好、禮貌并且專業(yè)地處理您的要求？4. did the staff offer to book the tour for you? 賓客服務(wù)員是否向您提出為您預(yù)訂旅游行程？5. was further assistance offered? 是否提供進(jìn)一步的幫助？directions yes no 是否（）（）（）（）（）（）（）（）（）（）yes no 是否（）（）（）（）指路1were you greeted with a smile and an offer of assistance? 賓客服務(wù)員是否微笑和提供

20、幫助？2did the staff record the details of information carefully? 賓客服務(wù)員是否清楚的記錄所有資料？3was the information given clear and complete? 提供的資料是否清晰完整？4did the staff use a map to indicate directions? 賓客服務(wù)員是否運用地圖引路？5was your request handled in a polite, friendly and professional manner? 賓客服務(wù)員是否友好、禮貌并且專業(yè)地處理您的要求？6

21、was further assistance offered? 是否提供進(jìn)一步的幫助？fleght information 航班咨詢1. were you greeted with a smile and an offer of assistance? 賓客服務(wù)員是否微笑和提供幫助？2. did the staff request additional information from you? 賓客服務(wù)員是否向您詢問更多的資料？3. was the information given clear and complete? 提供的資料是否清晰完整？4. was your request ha

22、ndled in polite, friendly and professional manner? 賓客服務(wù)是否友好、禮貌并且專業(yè)地處理您的要求？5. did the staff offer to book the flight for you? 賓客服務(wù)員是否為您預(yù)訂航班？6. did the staff offer to arrange transportation to the airport? 賓客服務(wù)員是否為您安排機(jī)場接送？7. was additional assistance offered? 是否提供更多的幫助？how would you rate the service o

23、f the concierge service? 您對禮賓部的服務(wù)評價如何？（）excellent （）good （）fair （） poor 優(yōu)好一般差suggestions for improvement: （）（）（）（）（）（）（）（）yes no 是否（）（）（）（）（）（）（）（）（）（）（）（）（）（）改進(jìn)建議：d. guest service line#3 服務(wù)中心內(nèi)部線電話：#3 inform the service center one of the following: 告訴服務(wù)中心以下事情：- that you find the pillows in the room

24、too soft and that you are allergic to feathers. - 您房間的枕頭太軟，并且您對羽絨過敏。- that the water pressure in your room is too low. - 您房間的水壓太低。- that the temperature in your room is too warm. - 您房間的溫度太高。- that the bathroom bulb is fused 浴室燈泡保險燒斷。- that you have forgotten your password for the electronic safe in

25、the room. - 您忘記了房間保險箱的密碼。1. did the guest service agent answer your call within 3 rings? 在鈴響三聲內(nèi)接聽電話？2. did the staff greet you appropriately (good morning/afternoon/evening)? 適當(dāng)?shù)貑柡颍ㄔ缟虾?下午好 /晚上好）3. did the staff show concern to your comments? 賓客服務(wù)員對您的是否關(guān)注？4. did the staff offer to rectify the situati

26、on immediately? 賓客服務(wù)員是否及時地提出解決問題的方法？5. was your request handled in a polite, friendly and professional manner? 賓客服務(wù)員是否友好、禮貌并且專業(yè)地處理您的要求？6. did the staff contact you later to follow-up and check for satisfaction? 賓客服務(wù)員是否繼續(xù)與您聯(lián)系跟進(jìn)您的問題并詢問您是否滿意？7. did the staff offer further assistance? 賓客服務(wù)員是否提供更多的幫助？req

27、uest for one of the following items: 提出以下其中一個要求：- bath towel, adaptor, mineral water, shopping bag, toothbrush, a baby-cot, pressing service after 11pm.- 浴巾、插座、礦泉水、購物袋、牙刷、嬰兒床、晚11 點后的燙衣服務(wù)。yes no 是否（）（）（）（）（）（）（）（）（）（）（）（）（）（）1. did the guest service agent answer your call within 3rings? 在鈴響三聲內(nèi)接聽電話？2.

28、 did the staff greet you appropriately (good morning/afternoon/evening)? was the item delivered promptly? (please indicate time taken, minutes.) 您要求的物品是否及時地送來？（請寫出所用時間：分鐘）3. did the staff offer to rectify the situation immediately? 賓客服務(wù)員是否及時地提出解決問題的方法？4. was your request handled in a polite ，friendl

29、y and professional manner? 賓客服務(wù)員是否友好、禮貌并且專業(yè)地處理您的要求？5. did the staff contact you later to follow-up and check for satisfaction? 賓客服務(wù)員是否繼續(xù)與您聯(lián)系跟進(jìn)您的問題并詢問您是否滿意？e. laundry/ valet service: 洗衣 /縫補(bǔ)服務(wù)1. was your laundry picked-up on time? 是否準(zhǔn)時收取洗衣？2. was your laundry delivered on time? 是否準(zhǔn)時送還洗衣？3. was the pac

30、kaging presentable and according to your specific instructions? 洗后衣物是否折疊包裝正確及符合您的要求？4. was the service value for money? 您接受的服務(wù)是否感覺物有所值？how would you rate your stay? 您對此行如何評價？- in terms of your room您的房間（）excellent （）good （）fair （） poor 優(yōu)好一般差- in terms of quality of services 服務(wù)質(zhì)量（）excellent （）good （）fair （） poor 優(yōu)好一般差- in terms of amenities 房間客用品（）excellent （）good （）fair （） poor yes no 是否（）（）（）（）（）（）（）（）（）（）yes no 是否（）（）（）（）（）（）（）（）（）（）優(yōu)好一般差suggestions for improvement: 改進(jìn)建議：check-out