(最詳細(xì))酒店開業(yè)檢查表

1、開業(yè)檢查細(xì)表,序號,大類,小類,檢查項(xiàng)目,檢查標(biāo)準(zhǔn),應(yīng)得,判斷,實(shí)得,備注,得分率,1,VI標(biāo)準(zhǔn),外立面形象,店招、側(cè)招、頂招,符合VI標(biāo)準(zhǔn)、設(shè)備完好、按時開關(guān),10,合格,0.0%,2,外立面,外立面完好無破損，陳舊，色差,10,合格,0.0%,3,公共區(qū)域指示牌,符合市場部VI標(biāo)準(zhǔn)，按照運(yùn)營部規(guī)范高度安裝；指向明確有效；安裝牢固；,10,合格,0.0%,全面整改4,停車指示,如門店有停車場，須按市場部規(guī)范制作停車指示，直觀有效保證帶車客人看到；安裝牢固；,10,合格,0.0%,缺省5,門禁、梯控,提示牌內(nèi)容與指向明確有效；符合市場部VI標(biāo)準(zhǔn)，按照運(yùn)營部規(guī)范高度安裝；,10,合格,0.0%,

2、6,大堂飲料機(jī),按公司指定型號，面板符合VI標(biāo)準(zhǔn),10,合格,0.0%,7,樓層電話指示牌請撥“0”與總臺聯(lián)系,由采購部統(tǒng)一訂購，規(guī)格質(zhì)量符合市場部規(guī)范要求并安裝在電話面包機(jī)旁左或右30mm處；安裝端正牢固；,10,合格,0.0%,8,電梯按鈕面板溫馨提示牌,按市場部規(guī)范要求制作，并安裝在電梯廳面板上，安裝端正牢固；中英文表述準(zhǔn)確無差錯；,10,合格,0.0%,9,公關(guān)廣告用品,按市場部規(guī)范要求制作酒店單頁、店卡、時租房卡、打火機(jī)；采購部統(tǒng)一配送的雨傘和鉛筆均須符合市場部VI規(guī)范要求；,10,合格,0.0%,10,前臺用品規(guī)范,房卡、房卡貼、資料架標(biāo)示、行李卡、便簽紙、感謝封均有采購部統(tǒng)一配送

3、，規(guī)格質(zhì)量符合市場部規(guī)范要求；,10,合格,0.0%,11,事務(wù)用品,名片、word模板、傳真模板、PPT模板均須按市場部統(tǒng)一規(guī)范要求,10,合格,0.0%,12,店內(nèi)宣傳物,電梯海報、走廊廣告牌、易拉寶/展架、水牌、前臺資料架、前臺立牌、桌上小立牌、櫥窗海報均須按照市場部統(tǒng)一規(guī)范店內(nèi)宣傳物規(guī)范制作并展示；,10,合格,0.0%,13,餐廳內(nèi)物品標(biāo)示,餐廳所用的紙杯、餐牌、早餐券均須符合市場部規(guī)范要求,10,合格,0.0%,14,企業(yè)文化牌,按照市場部規(guī)范要求制作，放置在后場合適位置；安裝端正牢固；,10,合格,0.0%,15,客房用品,安全疏散示意圖,按照市場部VI規(guī)范，由采購部統(tǒng)一制作配送

4、，按門店實(shí)際情況達(dá)到指示明確有效；安裝端正牢固；,10,全面整改,0.0%,16,衛(wèi)生間內(nèi)標(biāo)示,“請使用防滑墊，小心地滑”、推拉標(biāo)示,10,合格,0.0%,17,臥室內(nèi)標(biāo)示,請勿吸煙、請勿在床上吸煙、請鎖好防盜扣(鏈)、禁煙標(biāo)示(無煙房)、更換毛巾指示牌、更換被套指示牌、請勿打擾牌,10,合格,0.0%,18,各類開關(guān),按VI規(guī)范，能區(qū)分用途；,10,合格,0.0%,19,各類用品,電話機(jī)面板、三巾、洗漱用品盒、沐浴露盒、水杯、漱口杯、針線包,10,合格,0.0%,190,0,0.0%,20,公共區(qū)域,大堂、公共區(qū)域,樓頂、外場、地下室,干凈、整潔、無雜物堆放，有排水設(shè)施；,10,合格,0.0

5、%,21,大門、玻璃,開閉自如，無破損、門楣無蛛網(wǎng)、積灰，玻璃清潔明亮,10,合格,0.0%,22,地面,地面色調(diào)符合標(biāo)準(zhǔn)、平整、無破損，干凈、無灰塵、污漬，角落無小垃圾,10,合格,0.0%,23,墻面,墻面顏色一致、色調(diào)符合標(biāo)準(zhǔn)、無開裂、破損，無灰塵、污漬、蛛網(wǎng),10,合格,0.0%,24,窗臺,窗臺干凈；無灰塵、污漬，角落無小垃圾,10,合格,0.0%,25,吊頂,吊頂（含燈具、排風(fēng)）干凈、整潔；表面無灰塵、污漬、蜘蛛網(wǎng)，,10,合格,0.0%,26,照明,照明完好，照度合理，能區(qū)分區(qū)開關(guān),10,合格,0.0%,27,沙發(fā)、家具,無破損、脫漆、開裂、符合統(tǒng)一標(biāo)準(zhǔn)，沙發(fā)靠墊彈性舒適美觀；大

6、堂休息區(qū)家具干凈、無污漬，沙發(fā)套無污漬、陳舊感,10,合格,0.0%,28,裝飾畫,裝飾畫框安裝牢固、端正、無破損,10,合格,0.0%,29,書架,式樣符合統(tǒng)一標(biāo)準(zhǔn)、無破損,書籍、雜志擺放符合標(biāo)準(zhǔn),10,合格,0.0%,30,傘架,完好無破損、鎖具靈活有效、鑰匙齊全、根據(jù)天氣正確使用,10,合格,0.0%,31,防水防塵地墊,完好無破損，大小適中；,10,合格,0.0%,32,貴重物品保險箱,位置擺放符合規(guī)定、開啟手續(xù)符合規(guī)范、鑰匙擺放符合規(guī)范,10,合格,0.0%,33,空調(diào),空調(diào)位置適當(dāng)、工作正常、無異聲、室溫符合量化手冊標(biāo)準(zhǔn)。,10,合格,0.0%,34,背景音樂,指定背景音樂，且按規(guī)

7、定時間段播放，音量適中,10,合格,0.0%,35,小商品柜,無積灰、擺放整齊；不售“三無產(chǎn)品”，包裝無破損、商品要有標(biāo)識、食品在保質(zhì)期內(nèi),10,合格,0.0%,36,煙缸、煙桶,位置適當(dāng)、煙桶完好，煙缸、煙筒表面干凈，內(nèi)筒定時清理、清洗,10,合格,0.0%,37,樓梯,樓梯扶手、臺階干凈、無灰塵、垃圾、污漬,10,合格,0.0%,38,綠色植物,干凈、表面無灰塵、無枯枝敗葉，花盆內(nèi)無垃圾，托盤無垃圾,10,合格,0.0%,39,電梯,有檢驗(yàn)合格證書且在有效期內(nèi)、設(shè)備完好、運(yùn)行正常、照度適中、電梯內(nèi)外按鍵使用有效、有三方通話和應(yīng)急呼叫系統(tǒng)；電梯內(nèi)干凈，軌道槽內(nèi)無垃圾,10,合格,0.0%,2

8、00,0,0.0%,40,前臺,地面、窗臺,地面、窗臺干凈；無灰塵、污漬，角落無小垃圾,10,合格,0.0%,41,空調(diào),空調(diào)干凈；無灰塵、污漬，出風(fēng)口過濾網(wǎng)定期清潔,10,合格,0.0%,42,總臺布置,內(nèi)部分隔符合使用、高度符合標(biāo)準(zhǔn)、插座接線符合規(guī)范、家具牢固,10,合格,0.0%,43,總臺及配備設(shè)備,設(shè)施設(shè)備按運(yùn)營標(biāo)準(zhǔn)配備齊全；總臺工作區(qū)域干凈、無灰塵、垃圾，抽屜內(nèi)無雜物，有序擺放,10,合格,0.0%,44,糖、茶自助盒（僅）,式樣符合統(tǒng)一標(biāo)準(zhǔn)、無破損,10,合格,0.0%,45,電源開關(guān)、插座,能正常使用，無灰塵、污漬,10,合格,0.0%,46,裝飾畫,完整無破損，無積灰、污漬,

9、10,合格,0.0%,47,前臺辦公區(qū),前臺辦公區(qū)整潔衛(wèi)生、無垃圾、雜物，前臺辦公區(qū)禁煙,10,合格,0.0%,48,行李房,行李擺放整齊，存取記錄完整；清潔、無灰塵、垃圾、雜物,10,合格,0.0%,90,0,0.0%,49,樓層及走道,門窗及配件,門窗開閉自如、配件齊全、無破損、松動,10,合格,0.0%,50,地面或地毯,地面平整、無破損，地毯無卷邊、無破損,10,合格,0.0%,51,墻面,墻面顏色一致、無開裂、破損，凸角處有不銹鋼護(hù)角邊條,10,合格,0.0%,52,照明,照明完好，照度合理，能分區(qū)開關(guān),10,合格,0.0%,53,裝飾畫、宣傳畫,畫框安裝牢固、端正,10,合格,0.

10、0%,54,相關(guān)指示牌,位置適當(dāng)、指示明確、樓層走廊的房間指示牌上的房間號標(biāo)示與所指示的房間位置相符、無煙樓層有無煙指示牌,10,合格,0.0%,55,立式煙桶,位置適當(dāng)、煙桶完好,10,合格,0.0%,56,應(yīng)急通道,應(yīng)急指示完整，消防門能自動關(guān)閉且完好、無破損；,10,合格,0.0%,57,消防設(shè)施設(shè)備,設(shè)備完好，無破損污跡，能正常使用，按運(yùn)營規(guī)范管理,10,合格,0.0%,90,0,0.0%,58,公共衛(wèi)生間,門窗及配件,門窗開閉自如、配件齊全、無破損、外門安裝閉門器,10,合格,0.0%,59,墻面,墻面顏色一致、無開裂、破損、無灰塵、污漬,10,合格,0.0%,60,地面,地面平整、

11、無破損；地面干凈、無灰塵、污漬、干燥、無蟲害,10,合格,0.0%,61,照明,照明完好，照度合理,10,合格,0.0%,62,梳妝鏡,完好，安裝牢固、端正、無灰塵、污漬,10,合格,0.0%,63,潔具、感應(yīng)器,潔具無開裂、漏水、便池感應(yīng)器及抽水正常；潔具清潔、衛(wèi)生、干燥，五金件光亮,10,合格,0.0%,64,垃圾筒,擺放位置準(zhǔn)確,10,合格,0.0%,65,掛衣鉤、廁架,掛衣鉤、廁架安裝牢固，位置適宜，卷紙擺放到位，數(shù)量充足，紙托架干凈、無污漬,10,合格,0.0%,66,烘干機(jī)、擦手紙,安裝牢固、使用方便,10,合格,0.0%,67,換氣扇,換氣扇工作正常、無噪音、空氣通暢,10,合格

12、,0.0%,68,冷熱水龍頭,開閉自如、流量適中、開向明確，面池塞使用靈活、下水通暢,10,合格,0.0%,69,地漏,地漏排水順暢、清潔無異味,10,合格,0.0%,70,衛(wèi)生間空氣,衛(wèi)生間空氣清新無異味,10,合格,0.0%,71,電源開關(guān)、插座,無灰塵、污漬,10,合格,0.0%,140,0,0.0%,72,客房區(qū)域,客房設(shè)施,噪音,客房安靜、無噪音,10,合格,0.0%,73,客房門及附屬品,客房門及附屬品無變形、脫漆，開閉自如、隔音性能良好、限位正確,10,合格,0.0%,73,防盜鏈,防盜鏈安裝牢固、無損壞、位置適中、長度合適、起到防護(hù)作用,10,合格,0.0%,74,貓眼,高低適

13、中、有效防止窺視,10,合格,0.0%,74,防火疏散圖,防火疏散圖位置明顯、指示明確、符合標(biāo)準(zhǔn),10,合格,0.0%,75,窗簾桿、軌道,窗簾桿安裝牢固、滑動自如,10,合格,0.0%,75,窗簾及窗紗,窗簾、窗紗平整、自然下垂，無破損、脫鉤、陳舊,10,合格,0.0%,76,窗戶,窗戶開閉自如、玻璃無破損，窗鎖完好、窗戶隔音良好,10,合格,0.0%,76,燈具,燈具有效、無損壞，照度適中,10,合格,0.0%,77,開關(guān),開關(guān)無破損、打火、劃痕、安裝牢固、用途標(biāo)識明確,10,合格,0.0%,77,取電器,取電器接觸良好，安裝牢固、無劃痕、損壞,10,合格,0.0%,78,電源插座,安裝牢

14、固與墻面無縫、插接緊密、面板端正無損、指示準(zhǔn)確，安裝位置合適，能正常使用,10,合格,0.0%,78,電視機(jī)及遙控器,電視機(jī)擺放穩(wěn)定，清晰度正常、節(jié)目設(shè)置符合標(biāo)準(zhǔn)，遙控板完好、遙控功能正常，音量設(shè)置合適,10,合格,0.0%,79,網(wǎng)絡(luò),客房具有雙網(wǎng)口或無線覆蓋，正常使用、網(wǎng)速正常,10,合格,0.0%,79,空調(diào)機(jī)及遙控器,空調(diào)機(jī)工作正常、無噪音、遙控完好有效,10,合格,0.0%,80,墻面,墻面無明顯開裂、脫漆，顏色區(qū)域一致、色調(diào)符合規(guī)范,10,合格,0.0%,80,踢腳線,不起殼、接縫平整嚴(yán)密,10,合格,0.0%,81,地毯或地板,地毯無起毛、無卷邊；地板平整、無破損劃痕、無松動起殼

15、,10,合格,0.0%,81,行李架（柜）,行李架（柜）牢固、無變形、脫漆、無破損、劃痕,10,合格,0.0%,82,床頭板,床頭板安裝牢固，無變形、脫漆、無破損、劃痕,10,合格,0.0%,82,床頭柜,床頭柜安裝牢固、平穩(wěn)，無脫漆、無破損、劃痕、開裂,10,合格,0.0%,83,床箱床墊,床箱床墊牢固平穩(wěn)無凹陷、無異聲、斷裂、缺腿，床墊彈性符合要求且按規(guī)范編號，大小合適、平整、鋪床規(guī)范、數(shù)量正確,10,合格,0.0%,83,儲物柜,儲物柜安裝牢固，無開裂、脫漆、損壞,10,合格,0.0%,84,臺桌,臺桌面牢固平穩(wěn)，無開裂、脫漆；玻璃完好；茶具配備齊全,10,合格,0.0%,84,椅子,牢

16、固、穩(wěn)定，無開裂、無脫漆、無開線、無破損,10,合格,0.0%,85,垃圾筒,符合標(biāo)準(zhǔn)、擺放位置準(zhǔn)確。套在上面的垃圾袋大小合適，打結(jié)處朝內(nèi),10,合格,0.0%,85,裝飾畫,安裝牢固、完好、懸掛平整,10,合格,0.0%,86,電話線,電話線路無噪音、壓線牢固、面板安裝牢固端正,10,合格,0.0%,86,電話機(jī),電話號碼正確，按鍵操作正常，提示標(biāo)簽完好、符合規(guī)范,10,合格,0.0%,87,掛衣板(衣柜),安裝牢固、位置適當(dāng),10,合格,0.0%,300,0,0.0%,88,衛(wèi)生間設(shè)施,浴室門,浴室門無變形、脫漆、開閉自如、朝向準(zhǔn)確、門吸位置合理,10,合格,0.0%,89,門鎖,門鎖開閉

17、靈活、安裝牢固、無故障,10,合格,0.0%,90,掛衣桿（鉤）,掛衣桿（鉤）安裝牢固、位置符合標(biāo)準(zhǔn)；鍍件明亮,10,合格,0.0%,91,座便器,座便器無損壞、漏水、抽水正常、底邊密封良好,10,合格,0.0%,92,臺盆,臺盆無開裂、漏水、溢水口有效；冷熱水標(biāo)示明確且符合標(biāo)準(zhǔn)、水流適中；面池塞靈活有效、下水通暢,10,合格,0.0%,93,洗面鏡,洗面鏡無破損、安裝牢固、無花斑劃痕,10,合格,0.0%,94,卷紙架,卷紙架安裝牢固、使用方便,10,合格,0.0%,95,皂架,皂架安裝牢固、無破損、位置適當(dāng),10,合格,0.0%,96,毛巾架,安裝牢固、鍍件明亮,10,合格,0.0%,97

18、,沐浴盒,完好，使用方便正常、無漏液。標(biāo)貼完整清晰。,10,合格,0.0%,98,換氣扇,換氣扇安裝牢固、換氣正常、無噪音,10,合格,0.0%,99,淋浴噴頭、水流,淋浴噴頭位置適合、安裝牢固、鍍件明亮；淋浴水流暢通，水溫、水量、熱水出水時間達(dá)到標(biāo)準(zhǔn),10,合格,0.0%,100,淋浴玻璃門,玻璃門開啟靈活，塑料吸條有效、防水有效無滲漏，玻璃門無破損，平開門粘貼推拉標(biāo)志。,10,合格,0.0%,101,插座,插座接線規(guī)范、安裝牢固、端正，無破損、插拔自如；需為防水插座；,10,合格,0.0%,102,燈具,燈具位置合理有效，無損壞，照度符合標(biāo)準(zhǔn)；需為防水、防霧燈,10,合格,0.0%,103

19、,地面,地面平整、無破損，周邊防水處理有效,10,合格,0.0%,104,墻面,墻面瓷磚無破損起殼、區(qū)域顏色一致,10,合格,0.0%,105,地漏,地漏排水順暢、無異味,10,合格,0.0%,106,吊頂,平整、無開裂、檢查口處理符合規(guī)范,10,合格,0.0%,190,0,0.0%,107,客房衛(wèi)生,空氣,客房空氣清新達(dá)到標(biāo)準(zhǔn)、衛(wèi)生間無異味,10,合格,0.0%,108,門及附屬件,門牌、門鎖、門套等干凈，無灰塵、污漬,10,合格,0.0%,109,電器插座面板,電器插座面板干凈、無灰塵、污漬,10,合格,0.0%,110,取電器面板,取電器面板干凈、無灰塵、污漬,10,合格,0.0%,11

20、1,客房所有的燈具,客房所有的燈具干凈、無灰塵、污漬、蟲尸、膠印,10,合格,0.0%,112,客房內(nèi)鏡子,客房內(nèi)鏡子干凈、無灰塵、污漬,10,合格,0.0%,113,客房內(nèi)墻面,墻面無灰塵、污漬、蛛網(wǎng),10,合格,0.0%,114,裝飾畫,無積灰、污漬,10,合格,0.0%,115,煙灰缸,煙灰缸表面干凈，無灰塵、垃圾,10,合格,0.0%,116,椅、沙發(fā)、茶幾,桌椅干凈、清潔、無油污，桌椅擺放整齊,10,合格,0.0%,117,窗簾及相關(guān)設(shè)施,窗簾、窗紗、窗臺干凈、無灰塵、污漬、窗臺角落無小垃圾、蟲尸、蜘蛛網(wǎng)，窗簾、窗紗無嚴(yán)重變色、無破損，窗玻璃定期清潔,10,合格,0.0%,118,掛

21、衣板(衣柜),無積灰、污漬,10,合格,0.0%,119,衣褲架,無積灰、污漬,10,合格,0.0%,120,電話機(jī),無積灰、污漬,10,合格,0.0%,121,電視機(jī)和遙控器,無積灰、污漬,10,合格,0.0%,122,床頭(儲物)柜,干凈、無灰塵、垃圾，擺放物品整齊、統(tǒng)一,10,合格,0.0%,123,空調(diào)和遙控器或中央空調(diào),空調(diào)和遙控器或中央空調(diào)進(jìn)出風(fēng)口干凈、無灰塵、污漬、垃圾，出風(fēng)口、濾網(wǎng)定期清潔,10,合格,0.0%,124,地板（地毯）,地板（地毯）干凈、無灰塵、污漬、無垃圾、無毛發(fā),10,合格,0.0%,125,垃圾筒,客房垃圾筒內(nèi)外干凈、無灰塵、污漬、垃圾,10,合格,0.0%

22、,126,杯具,杯具清潔、衛(wèi)生、干燥、無污漬,10,合格,0.0%,127,衛(wèi)生間潔具,潔具清潔、衛(wèi)生、干燥，五金件光亮,10,合格,0.0%,128,淋浴房,無灰塵、水漬、污漬、毛發(fā)；硅膠條平整，無霉跡,10,合格,0.0%,129,皂架,皂架干凈、無灰塵、污漬、鍍件光亮,10,合格,0.0%,130,卷紙架,卷紙架干凈、無灰塵、污漬，衛(wèi)生紙按標(biāo)準(zhǔn)折疊,10,合格,0.0%,131,物料盒,干燥、無灰塵、污漬，標(biāo)識符合標(biāo)準(zhǔn),10,合格,0.0%,132,棉織品,床上用品干凈整潔；無污漬、無毛發(fā)、無破損、雜物、褶皺、異味；,10,合格,0.0%,133,三巾,干凈、無污漬、無毛發(fā)，無破損掉線，

23、無色差，按標(biāo)準(zhǔn)折疊,10,合格,0.0%,134,吊頂（排風(fēng)扇）,吊頂干凈、整潔；表面無灰塵、污漬、膠跡、建筑痕跡，蜘蛛網(wǎng),10,合格,0.0%,135,衛(wèi)生間墻面,表面無灰塵、污漬、蜘蛛網(wǎng)，,10,合格,0.0%,136,衛(wèi)生間地面,衛(wèi)生間地面干凈、無灰塵、污漬、垃圾、毛發(fā)，建筑痕跡，地漏無異味、蟲尸,10,合格,0.0%,酒店客用品,棉織品,300,0,0.0%,137,面巾,折疊規(guī)范、位置擺放正確、無破損毛邊，柔軟度適中、數(shù)量正確,10,合格,0.0%,138,地巾,位置擺放正確、無破損、數(shù)量正確,10,合格,0.0%,139,床單,干凈、無污漬、無毛發(fā)，無破損，無明顯變色，每日領(lǐng)用、洗

24、滌、回收有記錄；有每月報損表記錄；,10,合格,0.0%,140,枕套,干凈、無污漬、無毛發(fā)，無破損，無明顯變色，每日領(lǐng)用、洗滌、回收有記錄；有每月報損表記錄；,10,合格,0.0%,141,被套,干凈、無污漬、無毛發(fā)，無破損，無明顯變色，每日領(lǐng)用、洗滌、回收有記錄；有每月報損表記錄；,10,合格,0.0%,142,被芯,被芯按季節(jié)厚薄兩種、無破損，柔軟度符合標(biāo)準(zhǔn)、數(shù)量正確,10,合格,0.0%,143,枕芯,分軟枕和蕎麥枕兩種、擺放正確、無破損，飽滿，數(shù)量正確為每床一蕎麥枕，一軟枕；酒店1.5M以下床位，每床一蕎麥枕，一軟枕；1.5M以上(含1.5M)為每床兩蕎麥枕，兩軟枕；,10,合格,0

25、.0%,70,0,0.0%,144,客用品,客房垃圾桶,客房垃圾桶位置擺放正確、無破損、使用統(tǒng)一式樣、數(shù)量正確,10,合格,0.0%,145,牙刷/牙膏,完好、顏色和質(zhì)量符合要求、擺放規(guī)范、無破損、數(shù)量正確,10,合格,0.0%,146,木梳,擺放規(guī)范、無破損、數(shù)量正確,10,合格,0.0%,147,浴帽 ,擺放規(guī)范、無破損、數(shù)量正確,10,合格,0.0%,148,小香皂,擺放規(guī)范、無破損、數(shù)量正確,10,合格,0.0%,149,皂碟,完好、無破損、位置擺放符合規(guī)范,10,合格,0.0%,150,鉛筆,擺放規(guī)范、無破損、數(shù)量正確,10,合格,0.0%,151,便簽紙,數(shù)量正確、無破損、無褶皺,

26、10,合格,0.0%,152,拖鞋,擺放規(guī)范、無破損、有包裝、數(shù)量正確,10,合格,0.0%,153,袋泡茶（僅為酒店）,包裝完好；擺放規(guī)范；數(shù)量正確；品牌、質(zhì)量符合要求；,10,合格,0.0%,154,網(wǎng)線,網(wǎng)線質(zhì)量、長度符合要求、按網(wǎng)口配備網(wǎng)線,10,合格,0.0%,155,垃圾袋,質(zhì)量完好、無破損,10,合格,0.0%,156,衣(褲)架,質(zhì)量完好、數(shù)量齊全、位置擺放規(guī)范,10,合格,0.0%,157,防滑墊,防滑墊質(zhì)量完好、位置在淋浴下水正中、無破損、無霉斑,10,合格,0.0%,158,洗發(fā)、沐浴液,洗發(fā)液質(zhì)量符合要求，液量充足,10,合格,0.0%,159,煙缸,無破損，擺放位置正

27、確，大小尺寸符合統(tǒng)一標(biāo)準(zhǔn),10,合格,0.0%,160,請勿打擾牌,擺放、位置、符合規(guī)范，無破損、褶皺,10,合格,0.0%,161,用品盒,完好、擺放規(guī)范、無破損、有包裝、數(shù)量正確,10,合格,0.0%,162,卷紙,紙質(zhì)符合要求、紙量充足、折疊符合要求,10,合格,0.0%,163,糖缸、糖果,無煙房按運(yùn)營標(biāo)準(zhǔn)放置糖缸、糖果,10,合格,0.0%,200,0,0.0%,164,員工區(qū),員工餐廳,能和員工人數(shù)相匹配。裝修結(jié)束，投入使用。墻、地面選用經(jīng)濟(jì)合適的材料。照明良好，使用的配件和裝修標(biāo)準(zhǔn)低于客房，但簡潔耐用。,10,合格,0.0%,165,員工更衣室,10,合格,0.0%,166,員工

28、浴室,10,合格,0.0%,167,辦公室,10,合格,0.0%,40,0,0.0%,168,商務(wù)服務(wù),免費(fèi),借用物品服務(wù),（插座、熨斗和燙板、吹風(fēng)機(jī)等）免費(fèi)借用物品配比合理，功能完好無損壞，無灰塵、污漬，電線按規(guī)范整理，借用手續(xù)符合規(guī)范,10,合格,0.0%,169,貴重物品寄存,寄存符合規(guī)范、開啟符合手續(xù)、制度、鑰匙安全保管,10,合格,0.0%,20,0,0.0%,170,收費(fèi)標(biāo)準(zhǔn),商務(wù)服務(wù),（復(fù)印、打印、收發(fā)傳真等）價格符合前臺手冊中商務(wù)服務(wù)的規(guī)定，操作符合前臺手冊要求規(guī)范,10,合格,0.0%,171,小商品服務(wù),有價目牌明碼標(biāo)價，質(zhì)量符合要求,10,合格,0.0%,172,早餐服務(wù)

29、,早餐收費(fèi)符合公司規(guī)定；須符合公司2008013管理執(zhí)行文件自助餐菜單價格調(diào)整,10,合格,0.0%,173,洗衣服務(wù),洗衣服務(wù)有洗衣單，明碼標(biāo)價；與供應(yīng)商建立明確的洗滌協(xié)議,10,合格,0.0%,174,客房電話收費(fèi),總臺有價目表，PMS能自動計(jì)費(fèi),10,合格,0.0%,175,其它服務(wù)項(xiàng)目,項(xiàng)目及價格經(jīng)過審批核準(zhǔn)；涉及合作單位需相關(guān)書面協(xié)議（協(xié)議簽訂須符合法務(wù)部出臺的酒店集團(tuán)合同審批流程）,10,合格,0.0%,60,0,0.0%,176,服務(wù)質(zhì)量,前臺服務(wù),在接待中主動招呼客人,10,合格,0.0%,177,在接待中有微笑,10,合格,0.0%,178,能以姓尊稱賓客,10,合格,0.0

30、%,179,能提供信用卡服務(wù)，操作符合規(guī)范,10,合格,0.0%,180,能提供代客洗衣服務(wù)，操作符合規(guī)范,10,合格,0.0%,181,前臺操作熟練、速度符合規(guī)范標(biāo)準(zhǔn),10,合格,0.0%,182,及時準(zhǔn)確地完成前臺的各項(xiàng)接待服務(wù)工作,10,合格,0.0%,183,對客服務(wù)中使用敬語，并雙手遞送賬單、資料、物品,10,合格,0.0%,184,規(guī)范處理客人投訴、妥善處理各種突發(fā)事件,10,合格,0.0%,185,前臺實(shí)現(xiàn)PMS制門卡功能，員工掌握；門鎖軟件制門卡的功能由店長控制,10,合格,0.0%,186,預(yù)訂操作程序準(zhǔn)確，參照電話暗訪模板,10,合格,0.0%,187,散客入住操作程序準(zhǔn)確

31、(現(xiàn)行標(biāo)準(zhǔn)參照2008031業(yè)務(wù)執(zhí)行文件快速入住操作規(guī)范),10,合格,0.0%,#REF!,離店結(jié)賬操作程序準(zhǔn)確，標(biāo)準(zhǔn)參照前臺手冊以及2008033業(yè)務(wù)執(zhí)行文件免查退房操作規(guī)范,10,合格,0.0%,#REF!,建立顧客常問問題手冊,10,合格,0.0%,#REF!,向客人道別親切自然，并能指示方向,10,合格,0.0%,150,0,0.0%,#REF!,客房服務(wù),做好客房清潔服務(wù)的事前準(zhǔn)備工作,10,合格,0.0%,#REF!,所有員工進(jìn)入樓層對講機(jī)均須佩戴耳機(jī),10,合格,0.0%,#REF!,客房清潔符合程序和規(guī)范,10,合格,0.0%,#REF!,及時、準(zhǔn)確、規(guī)范的填寫客房清潔工作單

32、,10,合格,0.0%,#REF!,在對客服務(wù)中能夠做到主動、熱情、微笑、禮貌,10,合格,0.0%,#REF!,及時、準(zhǔn)確的滿足客人提出的服務(wù)要求、操作符合規(guī)范,10,合格,0.0%,#REF!,妥善、規(guī)范的處理客房異常情況和突發(fā)事件,10,合格,0.0%,#REF!,客用品的使用、棉織品的管理、清潔工具的保管符合管理要求,10,合格,0.0%,80,0,0.0%,#REF!,電話服務(wù),電話鈴響三聲內(nèi)接聽，并用禮貌用語向客人問好,10,合格,0.0%,#REF!,叫醒服務(wù)準(zhǔn)確、及時、規(guī)范；做到兩次叫醒并記錄,10,合格,0.0%,#REF!,全面、準(zhǔn)確記錄客人的預(yù)訂信息,10,合格,0.0%

33、,#REF!,預(yù)訂中問候、介紹、服務(wù)主動,10,合格,0.0%,#REF!,全面、準(zhǔn)確地接受客人電話留言，并及時通知客人,10,合格,0.0%,#REF!,熟記酒店相關(guān)信息常用分機(jī)電話,10,合格,0.0%,#REF!,轉(zhuǎn)接電話必須問清客人的姓名，核對無誤，征得客人同意后方可轉(zhuǎn)接,10,合格,0.0%,#REF!,轉(zhuǎn)接電話遇客人等候、占線時要禮貌地向客人致歉,10,合格,0.0%,#REF!,電話中重要信息，需復(fù)述確認(rèn),10,合格,0.0%,#REF!,禮貌道別并致謝,10,合格,0.0%,#REF!,已對電話系統(tǒng)進(jìn)行電話設(shè)置晚上22：00次日早7：00門店使內(nèi)、外線不能直接撥打入房間，必須通

34、過總臺轉(zhuǎn)接。,10,合格,0.0%,110,0,0.0%,#REF!,行為規(guī)范,著裝整齊，衣扣齊全扣好，鞋子符合要求,10,合格,0.0%,#REF!,所有員工(包括店長)佩戴工號牌，工號牌佩戴符合公司制作和佩戴要求,10,合格,0.0%,#REF!,頭發(fā)、面容、鬢角符合公司要求,10,合格,0.0%,#REF!,儀容大方，不留長指甲，不涂色,10,合格,0.0%,#REF!,女士淡妝打扮，不戴手鐲、手鏈及夸張頭飾,10,合格,0.0%,#REF!,手勢自然、適度,10,合格,0.0%,#REF!,站立端正，眼睛平視，表情自然大方,10,合格,0.0%,#REF!,服務(wù)員在接待中面帶微笑，神情

35、自信,10,合格,0.0%,#REF!,使用禮貌用語、規(guī)范敬語,10,合格,0.0%,#REF!,員工主動向賓客打招呼，行走輕穩(wěn),10,合格,0.0%,100,0,0.0%,#REF!,內(nèi)部管理,前臺,交接班記錄,按規(guī)范交接，交接記錄認(rèn)真、清楚，有雙方交接簽字,10,合格,0.0%,#REF!,房態(tài)核對,客房與前臺定時核對房態(tài)（包括日房），房態(tài)差異及時處理、有記錄,10,合格,0.0%,#REF!,住宿登記和保管,內(nèi)外賓登記符合規(guī)定。按政府職能部門要求裝訂和保管。有公安信息傳送系統(tǒng)的，能按照規(guī)范準(zhǔn)確進(jìn)行信息錄入。,10,合格,0.0%,#REF!,鑰匙管理,酒店總卡由店長保管；客房機(jī)械鑰匙、管

36、理鑰匙抽查核對數(shù)量齊全無短缺；設(shè)立1號和2號鑰匙箱；一套客房鑰匙與后臺管理鑰匙存入相應(yīng)鑰匙箱；其他整套客房機(jī)械鑰匙（或客房萬能機(jī)械鑰匙）、貴重物品保管箱另外一套鑰匙，封包入保險箱妥善保管；建立鑰匙領(lǐng)用歸還記錄本，所有鑰匙借用歸還記錄準(zhǔn)確無誤；借用的備用鑰匙必須當(dāng)日歸還(特殊情況的需說明原因);鑰匙箱內(nèi)整齊干凈，標(biāo)示清晰;標(biāo)準(zhǔn)參照公司執(zhí)行文件2008024酒店鑰匙管理制度,10,合格,0.0%,#REF!,遺留物品處理,有專門的存放地點(diǎn)。有專用記錄本。遺留物品分三月存放，并有相應(yīng)標(biāo)示，有標(biāo)簽記錄撿拾人、撿拾日期和房號信息。,10,合格,0.0%,#REF!,行李寄存,行李存放處安全、整潔，拿取方

37、便。行李價目查詢前臺手冊,10,合格,0.0%,#REF!,換房,使用房型、房價變更記錄單，并規(guī)范填寫保管,10,合格,0.0%,#REF!,開門服務(wù),憑開門單開門，開門單規(guī)范保管,10,合格,0.0%,#REF!,醫(yī)藥箱,標(biāo)準(zhǔn)參照公司2009004業(yè)務(wù)執(zhí)行文件前臺醫(yī)藥箱的配置配備醫(yī)藥箱，前臺人員掌握規(guī)范使用藥品的程序。藥品和急救用品配備充足且在有效期內(nèi)。,10,合格,0.0%,#REF!,員工培訓(xùn),有培訓(xùn)計(jì)劃(開業(yè)培訓(xùn)、考核、員工基礎(chǔ)培訓(xùn)，員工入職培訓(xùn)、考核)，培訓(xùn)內(nèi)容切合實(shí)際，正常開展培訓(xùn)，培訓(xùn)有記錄和考核,10,合格,0.0%,100,0,0.0%,#REF!,客房,棉織品管理,有效控制

38、棉織品使用質(zhì)量，規(guī)范處理缺損，定期盤點(diǎn)，定期處理溢缺，做到帳物相符。收發(fā)記錄準(zhǔn)確，清點(diǎn)場所合適，運(yùn)送線路合理。,10,合格,0.0%,#REF!,客用品管理,有耗用記錄，定量發(fā)放，每月有實(shí)際耗用與客房銷售比較分析，客用品耗量合理,10,合格,0.0%,#REF!,客房鑰匙管理,客房鑰匙有交接手續(xù)，客房鑰匙要有防盜、防遺失措施，安全保管和攜帶,10,合格,0.0%,#REF!,大清潔、計(jì)劃衛(wèi)生的安排,有大清潔和計(jì)劃衛(wèi)生的制度，有計(jì)劃和記錄，大清潔和計(jì)劃衛(wèi)生的質(zhì)量符合要求,10,合格,0.0%,#REF!,工作車,工作車整潔完好，物品擺放整齊。打掃房間及下班后工作車定位準(zhǔn)確。,10,合格,0.0%

39、,#REF!,清掃工具,按規(guī)定配備拖把、掃帚、工作籃、清潔劑、抹布、百潔布等工具和清掃用品。服務(wù)員按規(guī)范使用。,10,合格,0.0%,#REF!,杯具消毒,員工按規(guī)范程序完成杯具消毒,10,合格,0.0%,#REF!,客房檢查,有分級檢查制度，各級檢查要有詳細(xì)記錄，檢查結(jié)果納入員工質(zhì)量考核、與獎金分配掛鉤,10,合格,0.0%,#REF!,員工培訓(xùn),有培訓(xùn)計(jì)劃，培訓(xùn)內(nèi)容切合實(shí)際，正常的開展培訓(xùn)，培訓(xùn)要有記錄和考核,10,合格,0.0%,#REF!,員工考核,要有明確的考核標(biāo)準(zhǔn)，要有員工表現(xiàn)記錄，考核與獎金分配掛鉤,10,合格,0.0%,100,0,0.0%,#REF!,餐飲,餐券管理,按前臺手

40、冊的規(guī)定制作餐券統(tǒng)計(jì)表,10,合格,0.0%,#REF!,自助早餐標(biāo)準(zhǔn),菜品內(nèi)容及質(zhì)量須符合運(yùn)營部執(zhí)行文件2008013管理執(zhí)行文件自助餐菜單價格調(diào)整,10,合格,0.0%,#REF!,員工培訓(xùn),有培訓(xùn)計(jì)劃，培訓(xùn)內(nèi)容切合實(shí)際，正常開展培訓(xùn)，培訓(xùn)有記錄和考核,10,合格,0.0%,30,0,0.0%,#REF!,安全管理,消防安全,消防制度,已建立消防檔案、初期火災(zāi)補(bǔ)救預(yù)案、緊急疏散預(yù)案；已建立消防監(jiān)控接警記錄本、重點(diǎn)部位巡查記錄表、安全會議記錄表；新員工上崗前經(jīng)過安全培訓(xùn)并存有記錄。,10,合格,0.0%,#REF!,消防設(shè)備實(shí)施,1.消防報警主機(jī)設(shè)置前臺。2.消防報警主機(jī)功能完好，顯示中文報

41、警地址。3.消防水/噴淋水泵完好，管道有水源。4.墻式消火栓管道有水源。5.安全門開啟方向正確。6.滅火器按要求配置到位。,10,合格,0.0%,#REF!,消防安全疏散, 1、安全通道 （保存暢通） 2、安全門 （不上鎖，不堵塞） 3、逃生指示燈 （完好，指示方向正確） 4、應(yīng)急燈 （完好，拔掉插座自己會亮，時間標(biāo)準(zhǔn)為不低于20分鐘） 5、防火卷簾門 （下面不堆放物品）,10,合格,0.0%,30,0,0.0%,#REF!,治安安全,治安防范制度,當(dāng)?shù)毓惨蟮挠涗洸緫?yīng)及時認(rèn)真填寫存放備查；傷亡、斗毆、報失、搶奪、恐怖、詐騙等預(yù)案建立，培訓(xùn)到位且有培訓(xùn)記錄；建立重點(diǎn)部位巡查記錄表；建立現(xiàn)金、票據(jù)、等重要物品使用、保管