國際五星級酒店暗訪質(zhì)量調(diào)查評分標準(共41頁)

1、精選優(yōu)質(zhì)文檔-傾情為你奉上RESERVATIONS 預(yù)定TOTAL SCORE0.0%DATE AND TIME日期和時間:總分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD標準MEET 符合BELOW不符N/A沒有使用RESERVATION - STANDARDS 預(yù)定 - 標準: 1Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and the departme

2、nt identified?在三聲或者十秒內(nèi)接聽電話，問候并報出部門？2If the call was not answered in 3 rings or 10 seconds, was anapology extended?假如無法在三聲或者十秒內(nèi)接聽電話，是否會表達歉意？3If caller is put on hold did it not exceed 30 seconds?是否將電話置于等候檔不超過三十秒？4Was the background free of any noise or disturbances (i.e. makes the conversation diffic

3、ult to hear or causes a distraction)?背景是否沒有噪音或者其它干擾（例如：讓對話難于聽清楚或者心煩意亂）？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寫出來？6Did employee confirm date in and date out?是否有與客人確認入住及退房日期？7Did the employee clarify if the guest had stayed before?如果客人以前入住過，是否可以準確地稱

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：商務(wù)、休閑旅行、特殊慶典等）？9Did employee immediately check availability and if the dates requested were unavailable were alternative dates offered?是否可以迅速的確認入住期間可提供房間予客人或者無法提供時可以主動提供另一日期供客人

5、選擇？10Were a minimum of two room types/rates offered?至少提供兩種房型/價格供客人選擇？11Did employee attempt to up sell to a higher room category by highlighting its benefits (i.e. size, view, amenities, etc.)?是否嘗試通過房間類型的好處向客人推薦更高級別的房型（例如：大小，景色，令人舒適的程度等）？12Did employee clearly state room rate and what it included/ex

6、cluded (i.e. tax, service, meals etc)?是否清楚房價及房價所包含的內(nèi)容（例如：稅金，服務(wù)費，餐費等）？13Did the employee ask for the business (i.e. 'would you like me to make a booking for you')?是否請求交易（例如：需要幫您做預(yù)訂嗎）？14Did employee offer to take down the guest's address details?是否主動記錄客人的地址信息？ 15Did employee obtain guest&#

7、39;s telephone number?是否詢問客人的電話號碼？16Did employee obtain guest's fax number or e-mail address?是否詢問客人的傳真號碼或者郵箱地址？17Did employee request the caller's credit card details and were they repeated back for verification?是否要求致電者留下信用卡信息并再三重復(fù)確認？18Did employee explain cancellation policy and if applicab

8、le, thedeposit policy?是否向客人解釋預(yù)訂的取消制度？19Did the employee clarify the hotel's smoking policy or clarify theguest's smoking preference?是否清楚酒店區(qū)域的吸煙政策或者清楚客人是否吸煙？RESERVATIONS 預(yù)定TOTAL SCORE0.0%DATE AND TIME日期和時間:總分Reservation - standards.STANDARD標準MEET 符合BELOW不符N/A沒有使用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)?是否清楚客人的到達時間或者告知客人酒店的標準入住時間（以防客人需要提前入?。?1Did the employee clarify if the guest had any personal preferences (i.e. bed preference)?是否清楚客人的個人喜好（例如：對床的喜好）？22Did employee ascertain if the guest required a

10、ny transport arrangements?如果客人需要接送服務(wù)，是否有跟客人確定信息？23Did the employee promote at least one other hotel facility (i.e. offer to make a dinner or spa reservation)?是否至少推薦一項酒店設(shè)施（例如：建議訂餐或者預(yù)訂SPA）？24Did employee repeat and confirm all details of the reservation during or at the end of the call?在電話預(yù)訂的過程中或者結(jié)束前是

11、否有跟客人重復(fù)確認預(yù)訂信息？25Did employee offer reservation number or booking reference?是否提供預(yù)訂確認號或者預(yù)訂確認信？26Did the employee offer his/her name at the end of the call for any further assistance required?員工是否在交談結(jié)束前提供自己的名字給客人，以便客人有其它的需要？THE EMPLOYEE - BEHAVIOURAL STANDARDS:員工 - 行為標準27Did the employee speak in a con

12、siderate, interested and friendly manner and refrain from using any jargon?談吐是否體貼，有趣及友好禮貌，并避免使用一些行話？28Did the employee demonstrate good listening skills (i.e. avoidrepetition of questions) and ask additional questions where necessary?是否表現(xiàn)出好的收聽技巧（例如：避免重復(fù)客人的問題）和在必要時向客人提出問題？29Did employee use the calle

13、r's name at least once during theinteraction?是否在通話中稱呼客人的名字？30Was the employees speech clear and use of English adequate to be fully understood? 是否使用英語時吐字清晰并恰當(dāng)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?是否在交談結(jié)束前對于即將入

14、住的客人致予真誠的問候？PRODUCT - CONFIRMATION 產(chǎn)品 - 確認:32Did employee automatically offer to send a confirmation?是否主動發(fā)送預(yù)訂確認信？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小時之內(nèi)可

15、以接收到正確的預(yù)訂確認信，包括酒店/集團的標志和酒店的聯(lián)系方式，以及確認信的信息是否都是正確的？34Did confirmation promote any other hotel facilities (i.e. restaurants, spa, airport transfers)?確認信里面是否提供其它的酒店設(shè)施（例如：餐廳，水療，機場接送服務(wù)）？35Did confirmation explain cancellation charges?確認信是否解釋取消預(yù)訂的費用？TOTAL NUMBER OF STANDARDS 標準總數(shù) :MEET 符合BELOW不符N/A沒有使用35000

16、0.0%RECEPTION 接待TOTAL SCORE0.0%DATE AND TIME日期和時間:總分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD標準MEET 符合BELOW不符N/A沒有使用CHECK IN - STANDARDS 辦理入住 - 標準: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?如果出現(xiàn)排隊，客人是否很快得到幫助，是否有員工在他/她走近前臺的30秒內(nèi)用手或者面部表情主動打招呼？2If a queue was present was guest offered assistance within one minute of joining it?如果有客人在排隊，他們可以在站在隊列的一分鐘內(nèi)得到幫助？3Did complete check in take no more than 5 minutes from the time of joining the

18、 queue?從排隊等候到辦理入住手續(xù)的時間總共不超過5分鐘？4Was registration card prepared in advance with all of the correct information given at the time of reservation present (i.e. address)?是否提前準備好在預(yù)訂時提供的所有信息的登記卡（例如：地址）？5If a pen was required, was a hotel branded/corporate style penprovided?如客人需要用筆，是否提供印有酒店標志的筆？6Was the ro

19、om type, special requests (i.e. bed preference) anddeparture date reconfirmed?是否重新確認房型，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)?是否主動為客人提供吸煙或非吸煙房（有合適的而在做預(yù)訂時又沒有確認）？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?如果客人入住行政樓層的房間，是否在入住期間的每個早上提供國際/國內(nèi)的報紙（可接受的類型）給客人？9Did employee arrange porterage assistance?是否安排行李搬運協(xié)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?如果安排第二位員工護送客人去房間，是否將員工介紹給客人？11If room was not ready on arrival, was guest shown to lounge area, offered a complimentary beverage and regularly updated on the situation?如果房間還沒有準備好，客人在大堂的休息區(qū)域逗留，是否提

22、供免費的飲料和定時向客人更新情況？THE EMPLOYEE - BEHAVIOURAL STANDARDS:員工 - 行為標準12Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges?是否穿著干凈的制服，完美合適的鞋子，佩戴名牌？13Was the employees speech clear and use of English adequate to be fully understood

23、? 是否使用英語時吐字清晰并恰當(dāng)以被充分的了解？14Did the employees smile and display a genuinely warm, friendly and interested manner?是否微笑并展現(xiàn)出熱情友好和禮貌？15Did employee use the guest's name at least once during theinteraction?是否在互動中至少一次稱呼客人的名字？RECEPTION 接待TOTAL SCORE0.0%DATE AND TIME日期和時間:總分The employee - behavioural stan

24、dards continuedSTANDARD標準MEET 符合BELOW不符N/A沒有使用16Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?是否以任何方式為客人提供個性化服務(wù)（文雅的談吐）？17Did the employee make eye contact and give the guest their undivided attention?目光是否與客人接觸并給予一心一意的

25、關(guān)注？18Did employees respect guest's presence when interacting with each other?與客人的互動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?在互動結(jié)束時是否熱忱與真誠的與客人告別？TOTAL NUMBER OF STANDARDS 標準總數(shù) :MEET 符合BELOW不符N/A沒有使用190000.0%RECEPTION 接待TOTAL SCORE0.0%DATE AND

26、 TIME日期和時間:總分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD標準MEET 符合BELOW不符N/A沒有使用CHECK OUT - STANDARDS:退房 - 標準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?如果出現(xiàn)排隊，客人是否很快得到幫助，是否有員工在他/她走近前臺的30秒內(nèi)用手或者面部表情主動打招呼？2If a queue was present was guest offered assistance within oneminute of joining it?如果有客人在排隊，他們可以在站在隊列的一分鐘內(nèi)得到幫助？3Did complete check out take no more than 5 minutes from the time of joining the queue?從排隊等候到辦理退房手續(xù)的時間總共不超過5分鐘？4Prior to

28、presenting the bill, did the employee verify if there wereany last minute charges and post accordingly (i.e. mini bar, breakfast)?在出賬單之前，是否有詢問最后一次的消費情況（例如：迷你吧，早餐）？5Did employee print folio and present to guest for verification?是否用對開的紙張打印并出示給客人確認？6Was bill clearly itemized in English and was it accur

29、ate and complete?賬單是否用英語完整的準確的列出清單？7If a pen was required, was a hotel branded/corporate style penprovided?如客人需要用筆，是否提供印有酒店標志的筆？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?是否將對開的紙張整齊的裝進皮夾/信封遞給客人？10Did employee offer assistance with luggage?是否協(xié)助搬運行李？11Did employee offer assistance with onward transport or reconfirmany prearranged transport?是否對交通方式提供協(xié)助或者重新確認已預(yù)訂的交通服務(wù)？12Did employee ask at any point if guest had enjoyed their stay?如果客人入住非常愉快，是否有詢問客人可以打幾分

31、？13Did the employee offer an invitation to return?是否邀請客人再次光臨酒店？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間門卡還可以使用（適用的話）？THE EMPLOYEE - BEHAVIOURAL STANDARDS:員工 - 行為標準15Were employees well groomed and i

32、mmaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges?是否穿著干凈的制服，完美合適的鞋子，佩戴名牌？16Was the employees speech clear and use of English adequate to be fully understood? 是否使用英語時吐字清晰并恰當(dāng)以被充分的了解？17Did the employees smile and display a genuinely warm, friendly and inter

33、ested manner?是否微笑并展現(xiàn)出熱情友好和禮貌？RECEPTION 接待TOTAL SCORE0.0%DATE AND TIME日期和時間:總分The employee - behavioural standards continuedSTANDARD標準MEET 符合BELOW不符N/A沒有使用18Did employee use the guest's name at least once during theinteraction?是否在互動中至少一次稱呼客人的名字？19Did an employee personalize the interaction in any

34、 way (i.e. engage in polite conversation) and engage the guests as individuals?是否以任何方式為客人提供個性化服務(wù)（文雅的談吐）？20Did the employee make eye contact and give the guest their undivided attention?目光是否與客人接觸并給予一心一意的關(guān)注？21Did employees respect guest's presence when interacting with each other?與客人的互動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?在互動結(jié)束時是否熱忱與真誠的與客人告別？TOTAL NUMBER OF STANDARDS 標準總數(shù) :MEET 符合BELOW不符N/A沒有使用220000.0%ROOMING 房間TOTAL SCORE0.0%DATE AND TIME日期和時間:總分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD標準MEET 符合

36、BELOW不符N/A沒有使用ROOMING THE GUEST - STANDARDS 客房 - 標準: 1Did an employee escort the guest to his/her room?是否有員工護送客人回到他/她的房間嗎？2Did the employee engage in polite, unobtrusive conversation with the guest?員工是否與客人有禮謙虛地對話？3Was the employees speech clear and use of English adequate to be fully understood? 員工能

37、清楚運用并充分理解英語嗎？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)?員工能弄清客人是否首次入住，是否知道餐廳，酒巴，健身中心的位置(是否應(yīng)該提供不

38、同于?？偷姆?wù)）？5Was the key card operation explained (where required)?能說明房卡的使用（哪里需要）？6Once at the room did the employee offer the option of a room orientation?員工能提供給客人房間方向的選擇嗎？7Did the employee point out heating/air-conditioning controls?員工能指出暖氣/空調(diào)的開關(guān)控制嗎？8Did employee explain any complex technical aspects

39、 of the room (i.e. electric curtains, audiovisual equipment, shower controls,etc.)員工能解釋房間所有復(fù)雜的技術(shù)方面的問題（例如：電子窗簾、音像設(shè)備、淋浴開關(guān)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?員工能告知應(yīng)如何在房間連通因特網(wǎng)（例如：無線路由器或有線網(wǎng)絡(luò)）和出現(xiàn)技術(shù)問題時應(yīng)聯(lián)

40、系誰？10Did employee point out location of in room bar (if not in a prominent position) and mention any complimentary offerings (if applicable)?員工能指出房間具體11Did employee mention the valet/laundry services?員工能說出洗衣服務(wù)嗎？12Did employee point out any master switches for lighting (if applicable)?員工能指出任何電燈的主要的開關(guān)

41、（如果可以的話）？13Did employee point out location of hairdryer (if necessary)?員工能指出風(fēng)筒的位置（如果有需要的話）？14Did employee point out directory/room service menu?員工能指出黃頁/送餐服務(wù)菜單嗎？15Did employee point out in room safe?員工能指出房間里的保險箱嗎？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?員工對即將離店的客人能提供額外的服務(wù)（例如：凈燙，咖啡/茶等）和提供他/她的名字或電話號碼？TOTAL NUMBER OF STANDARDS 標準總數(shù) :MEET 符合BELOW不符N/A沒有使用160000.0%PORTER/DOORMAN 門童TOTAL SCORE0.0%DATE AND TIME日期和時間:總分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD標準ME

43、ET 符合BELOW不符N/A沒有使用ARRIVAL - DOORMAN - STANDARDS 抵達 - 門童 - 標準:1Was a porter/doorman present on arrival and if he was busy did he positively acknowledge guest with hand or facial gesture? 門童迎接到店客人時，如果他在忙，他是否用手勢或面部表情明確地告知客人？2Did employee offer assistance opening car doors on arrival?員工是否主動幫助到店客人打開車門？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?員工是否主動幫助客人搬運行李并確認其數(shù)量？5Did employee open hotel entrance door for guest (unless automated or revolving door)? 客人進入酒店入口時，員工是否為客人開門（自動門或旋轉(zhuǎn)門除外）？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? 如果客人開車到達酒店，員工是否主動伺候客人停車，告知客人如何取車并提供停車票？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? 員工是否陪同客人到前臺并介紹他/她的名字給前臺接待員或者使用設(shè)備（即話筒/雙耳式耳機）通知前臺接待員客人的名字？8If not, did the employee provide a luggage ticket, explain the luggage handling procedure and offer directions to the reception desk?如果沒有，員工是否提供行李票，解釋行李操作程序及提供前臺的方向位置給客人嗎？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)?員工是否控制酒店入口處的車流量使其暢通無阻（換而言之，無車輛停放限制）？ARRIVAL - PORTER - FUNCTIONAL STANDARDS:抵達 - 門童 - 職能標準10Did the porter arrive at the guest's room within 10 minutes of check in with the correct luggage?

48、門童是否在客人登記入住的十分鐘內(nèi)運送正確的行李到客人房間？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?是否員工敲門/按門鈴必須等待10秒，然后在進入客房前再一次敲門/按門鈴？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?員工是否在正確的位置放置行李在行李架/長椅上（即在客人面前扣上拉鏈）如果行李架不可用，員工是否主動提供？13Did employee offer to hang the suit carrier/coat?員工是否主動懸掛西裝外套/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間等侯行李，那么行李是在客人到達之前放到房間嗎？15Was the luggage service organized and professional? 行李服務(wù)是否專業(yè)有條理？PORTER/DOORMAN 門童TOTAL SCORE0.0%DATE AND TIME日期和時間:總分STANDARD標準MEET 符合BELOW不符N/A沒有使用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?員工的制服是否呈現(xiàn)出干凈整潔，皮鞋光亮? 如果適用，可穿著瑞士酒店門童制服并佩戴鞋扣，蝶形領(lǐng)結(jié)以及名徽?17Was the employees speech clear and use of English adequate to be fully understoo