星級酒店試住報告

1、Please place a tick in the appropriate answer to the following questions:請仔細閱讀下列問題，然后在您認為恰當?shù)拇鸢赶聞澒?。Guestroom: 客房A. Room comfort 客房的舒適程度While in your residence, what do you think of the service? Yes No N/A Comment在您居住期間,是否 是 否 不適用 評語1.Did you find your room:您覺得房間:a. Ready 設施完好 ? ( ) ( ) ( )b. Clean 潔凈

2、? ( ) ( ) ( )2.Was the bathroom properly cleaned? ( ) ( ) ( )浴室是否干凈?3.Was there sufficient supply of towels? ( ) ( ) ( )毛巾是否提供充足?4.Was there sufficient supply for amenities? ( ) ( ) ( )客用品是否提供充足?5.Is the room comfortable? 房間是否舒適?a. Pillow comfort 枕頭舒適? ( ) ( ) ( )b. Mattress comfort 床墊舒適? ( ) ( ) (

3、)7.Was room lighting adequate?燈光照明是否適度?a. Bedroom 寢室? ( ) ( ) ( )b. Bathroom 浴室? ( ) ( ) ( )8.Was furniture adequate for relaxation? ( ) ( ) ( )家俱是否令您感到舒適?Please place a tick in the appropriate answer to the following questions:請仔細閱讀下列問題，然后在您認為恰當?shù)拇鸢赶聞澒?。B. Condition of Facilities 設施條件 Were the follow

4、ing room facilities in good working order? Yes No N/A Comment以下房間設施是否好用? 是 否 不適用 評語- Door Locks 門鎖 ( ) ( ) ( )- Do Not Disturb / Make up Sign 請勿打擾/請即打掃指示燈 ( ) ( ) ( )- Room Air-conditioning 房間空調 ( ) ( ) ( )- Telephone 電話 ( ) ( ) ( )- TV Reception 電視接收 ( ) ( ) ( )- Light Bulbs 燈炮 ( ) ( ) ( )- Drapes

5、/ Curtains 帷幔及窗簾 ( ) ( ) ( )- Bedside Control Panel 床頭控制板 ( ) ( ) ( )- Electronic Safe 保險柜 ( ) ( ) ( )- Coffee / Tea maker 咖啡/茶水壺 ( ) ( ) ( )- Shower 淋浴系統(tǒng) ( ) ( ) ( )- Sink Drain 地漏 ( ) ( ) ( )- Water Temperature 水溫 ( ) ( ) ( )- Water Pressure 水壓 ( ) ( ) ( )- Hair Dryer 吹風機 ( ) ( ) ( )- Water Closet

6、 抽水馬桶 ( ) ( ) ( )Please place a tick in the appropriate answer to the following questions:請仔細閱讀下列問題，然后在您認為恰當?shù)拇鸢赶聞澒?。C. Room Attendant 客房服務員1.Did the Room attendant 服務員表現(xiàn) Yes No N/A Comment 是 否 不適用 評語Press the doorbell properly? (only 3 rings) ( ) ( ) ( )按門鈴方法是否正確(只響三聲)?Greet you? ( ) ( ) ( )有無問候?Intr

7、oduce himself / herself? ( ) ( ) ( )有無自我介紹?Smile? ( ) ( ) ( )有無微笑?Establish eye contact? ( ) ( ) ( )有無目光接觸?Look presentable? ( ) ( ) ( )儀容儀表有否問題?Use appropriate language in communication with you? ( ) ( ) ( )與您溝通的語言是否恰當?Attend to all you request promptly, in a polite,friendly & professional mann

8、er? ( ) ( ) ( )對你所提出的要求,房務員是否給予快捷,友好,專業(yè)化的服務?Wish you a pleasant stay? ( ) ( ) ( )有否祝愿客人住店愉快?2.Was the bed properly turned down? ( ) ( ) ( )開床是否正確?3.Was mini-bar checked, consumption and ice-bucket ( ) ( ) ( )refilled?小酒吧是否已檢查?帳單是否已填?冰桶是否已填充?4.Was the Room Attendant available when needed? ( ) ( ) ( )

9、服務員是否能在您需要幫助時及時趕到?Please place a tick in the appropriate answer to the following questions:請仔細閱讀下列問題，然后在您認為恰當?shù)拇鸢赶聞澒?。D. Front Desk Agent 前廳接待服務員1.Did the Front Desk Agent 服務員表現(xiàn) Yes No N/A Comment 是 否 不適用 評語The Speed of Check in/Check out ( ) ( ) ( )辦理入住/退房速度?Greet you? ( ) ( ) ( )有無問候?Introduce himse

10、lf / herself? ( ) ( ) ( )有無自我介紹?Smile? ( ) ( ) ( )有無微笑?Establish eye contact? ( ) ( ) ( )有無目光接觸?Has call guest by Name at least 3 times during the procedure? 接待過程中是否有稱呼客人至少三次? ( ) ( ) ( )Has receptionists reply the prompt answers toward your questions? 對您所提出的問題，是否得到滿意的回答 ( ) ( ) ( )Has the room key

11、working properly ? ( ) ( ) ( )客房房卡是否可以正常操作Look presentable? ( ) ( ) ( )儀容儀表有否問題?Use appropriate language in communication with you? ( ) ( ) ( )與您溝通的語言是否恰當?Front Desk Agent to all you request promptly, in a polite,friendly & professional manner? ( ) ( ) ( )對你所提出的要求,前廳接待員是否給予快捷,友好,專業(yè)化的服務?Wish you

12、a pleasant stay? ( ) ( ) ( )有否祝愿客人住店愉快?E. Concierge Agent 禮賓員1.Did the Concierge Agent 禮賓員表現(xiàn) Yes No N/A Comment 是 否 不適用 評語The Speed of Luggage delivery ( ) ( ) ( )運送行李速度?Greet you? ( ) ( ) ( )有無問候?Introduce himself / herself? ( ) ( ) ( )有無自我介紹?Smile? ( ) ( ) ( )有無微笑?Establish eye contact? ( ) ( ) (

13、)有無目光接觸?Has call guest by Name at least 3 times during the procedure? 接待過程中是否有稱呼客人至少三次? ( ) ( ) ( )Has receptionists reply the prompt answers toward your questions? 對您所提出的問題，是否得到滿意的回答 ( ) ( ) ( )Has the proper attitude and gesture being performed during the escort procedure ? 引領過程，禮貌和態(tài)度是否達到您的要求 ( )

14、( ) ( )Look presentable? ( ) ( ) ( )儀容儀表有否問題?Use appropriate language in communication with you? ( ) ( ) ( )與您溝通的語言是否恰當?Front Desk Agent to all you request promptly, in a polite,friendly & professional manner? ( ) ( ) ( )對你所提出的要求,前廳接待員是否給予快捷,友好,專業(yè)化的服務?Wish you a pleasant stay? ( ) ( ) ( )有否祝愿客人住店愉快?HOW WOULD YOU RATE YOUR STAY? 閣下對下榻本酒店有何評價?- In terms of your ROOM: 客房方面: ( ) Excellent很好 ( ) Good 好 ( ) Fair 一般 ( ) Poor 不好- In terms of QUALITY OF SERVICES?