酒店管理質(zhì)檢酒店質(zhì)檢報(bào)告明細(xì)表單(葉予舜)課件

1序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan1店外場所EXTERIORGROUND1.1酒店標(biāo)志和標(biāo)識(shí)的狀況CONDITIONOFHOTELSIGNANDLOGO1.1.1清潔、醒目，狀況良好Cleanmarkednessandingoodcondition1.1.2夜間燈箱要有足夠、完整的照明Sufficientlylitatnight1.2入口Entrance1.2.1進(jìn)入酒店的指引標(biāo)識(shí)清晰，便于外來車輛及客人進(jìn)入Clearsignagefortheconvenienceofcomingarrivingguests1.2.2干凈，整潔，無垃圾Clean,tidiness,nodebris1.3停車場狀況CONDITIONOFCARPARK1.3.1干凈Clean1.3.2道路狀況良好（無坑洼）Roadingoodcondition(nopotholes).1.3.3指向的、“不能停車（NOPARKING）”及允許高度的標(biāo)志要清晰可見"NoParking"andheightclearancesignsclearlyvisible.1.3.4停車位有專人管理，引導(dǎo)，保證車位不被當(dāng)作其他用途PatrolledregularlybySecurity1.4室外旗幟OUTDOORFLAGS1.4.1至少3根旗桿，分別懸掛戴斯品牌旗幟、國旗、業(yè)主公司旗幟......1序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMARK2序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan3flagsatleast(DaysInnLogoflag,nationalflag&ownercompanyflag)1.4.2所有旗幟保持良好狀態(tài)，從清晨懸掛到日落Allflagsingoodconditionandflownfromearlymorninguntil1.5sundown建筑外觀及周邊物品（植物、裝飾、景觀、噴泉）CONDITIONOFEXTERIOROFTHEBUILDING1.5.1干凈Clean.1.5.2狀況良好Ingoodcondition.1.5.3足夠的照明Sufficientlighting.2大堂LOBBY2.1外觀和狀況GENERALAPPEARANCEANDCONDITIONOFHOTELLOBBY2.1.1干凈,垃圾箱及煙灰缸等保持清潔Clean,keepthetrashcans&ashtraysclean2.1.2狀況良好Ingoodcondition.2.1.3足夠的照明Sufficientlighting.2.1.4適當(dāng)?shù)募円魳繁尘耙魳稡ackgroundmusic.2.2每日記事板和一覽表......2序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMARK3序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlanDAILYEVENTBOARDSANDLISTINGS2.2.1干凈、狀況良好Cleanandingoodcondition.2.2.2信息及時(shí)且拼寫正確、易認(rèn)Currentwithcorrectspellingandeasytofollow.2.2.3彩色印刷，有酒店LOGO，Multicolorprintingspace,withhotellogo2.3公共休息室PUBLICRESTROOMS2.3.1潔凈Clean.2.3.2完好備用Wellstocked.2.3.3無異味Odour-free.2.3.4經(jīng)常有服務(wù)Regularlyserviced.2.3.5照明好Well-lit.2.4公共衛(wèi)生間RESTROOMINLOBBY2.4.1及時(shí)清理，時(shí)刻保持整潔Regularlyserviced,clean.2.4.2無異味Odour-free.2.4.3設(shè)施設(shè)備能夠正常使用Wellstocked.......3序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMARK4序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan2.4.4照明充足Welllit.2.4.5衛(wèi)生用紙時(shí)刻保持充足提供Toiletpapersupplysufficient2.4.6各個(gè)廁位內(nèi)至少保證一個(gè)掛衣鉤Atleastonecoathookineverystall2.5大廳內(nèi)的指向標(biāo)志DIRECTIONALSIGNSINTHELOBBY2.5.1干凈Clean.2.5.2狀況良好Ingoodcondition.2.5.3標(biāo)志安放位置醒目、易懂Signsareprominentlylocated,easytofollow.2.6前臺(tái)FRONTDESK2.6.1前臺(tái)要干凈、整潔，筆要保持工作狀態(tài)，記事本外觀要新。Frontdeskcounterisclean,neatandtidy.Pensareinworkingconditionandblotterpadsarelookingnew.2.6.2酒店前臺(tái)必須放置戴斯（中國）酒店宣傳冊(cè)及戴斯簡報(bào)。TheDaysInnChinabrochures&DaysNewsmustbeprominentlydisplayedatthefrontdesk.2.6.3戴斯（中國）VIP卡DICVIPcard大堂醒目位置擺放戴斯（中國）集團(tuán)統(tǒng)一印制的VIP卡宣傳海報(bào)DICVIPcardposterisprominentlydisplayedinLobby......4序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMARK5序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan前臺(tái)擺放VIP卡折頁宣傳冊(cè)DICVIPcardbrochuresplacedinLobby前臺(tái)提供VIP卡介紹及銷售服務(wù)ReceptionprovidesVIPcardintroductionandsalesservice前臺(tái)擺放戴斯（中國）酒店宣傳冊(cè)PlaceDIChotelbrochureinreceptionarea.2.6.4所有酒店必須接受主要信用卡作為支付方式。酒店至少應(yīng)接受：AmericanExpress,MasterCard,Visa,DinersClub和銀聯(lián)卡Propertiesmustacceptallmajorcreditcardsaspaymentforallcharges.Asaminimum,thismustincludeAmericanExpress,MasterCard,Visa,DinersClub,andUnionPay.2.7行李存放區(qū)域BAGGAGEAREA2.7.1干凈,有序Clean，orderly3客房ROOMS3.1洗衣服務(wù)LAUNDRYSERVICE3.1.1洗衣袋及洗衣價(jià)格單必須放置于所有客房及前臺(tái)。戴斯三星酒店可以選擇是否提供上述服務(wù)，如提供此服務(wù)，則洗衣袋及洗衣價(jià)格單必須放置于所有客房及前臺(tái)。ItisoptionaltooffersamedayguestlaundryanddrycleaningserviceforDaysInn’s,however,ifaDaysInndecidestoofferthisservice,laundrybagsandpricelistisrequiredtobeoffered.3.2客房廣告GUESTROOMADVERTISING......5序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMARK6序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan3.2.1所有放置于客房內(nèi)的廣告制作應(yīng)專業(yè)，并應(yīng)有助于推廣戴斯品牌?？头績?nèi)的廣告只限用于戴斯酒店的服務(wù)及設(shè)施、戴斯品牌的宣傳、其他戴斯酒店的推廣及當(dāng)?shù)胤亲∷迾I(yè)公司的宣傳廣告。AllguestroomadvertisingshouldbedoneprofessionallyandshouldbenefittheDaysInnSystemasawhole.3.3基本客房設(shè)施要求GUESTROOMINITIALCONDITION3.3.1門鎖功能正常，好使好用。Doorlocksfunctionsmoothly,andareinexcellentcondition.3.3.2房間的地毯情況良好，沒有明顯的破損、縫裂和線頭，沒有任何污跡和破洞。Carpeting/Flooringthroughouttheroomareinverygoodcondition,freeofvisiblewearandlooseseamsandthreads,andarecompletelyfreeofdebrisandstains.3.3.3墻、木家具和天花情況良好，沒有劃痕、臟痕和塵灰。Walls,woodworkandceilingsareinverygoodcondition,freeofnicks,marksanddirt.3.3.4家具情況良好，沒有裂縫，劃痕和污塵。Furnitureareinverygoodcondition,freeofvisiblewear,andarecompletelyfreeofdebrisandstains.3.3.5窗和玻璃門里面潔凈，外面凈潔，包括門坎和門框。Windowsandglassdoorsarecompletelycleaninside,verycleanoutside,includingsillsandframes.3.3.6窗和玻璃門操作靈活，安全，玻璃門上有安全扶手。Windowsandglassdoorsoperatesmoothlyandeasily,andlocksecurely,withsafetybarsonglassdoors.3.3.7房間里的架子和抽屜沒有灰塵和劃痕。Allshelvesanddrawersthroughouttheroomarecompletelyfreeofdustanddebris.......6序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMARK7序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan3.3.8床要柔軟舒適，放置足夠的枕頭（大床4個(gè)，小床2個(gè)）。Bedspresentaplushandcomfortableappearance,withextrapillow(4onkingbed,2ontwinbed).3.3.9所有床上用品情況良好，沒有破裂、污漬、頭發(fā)等。Allbeddingmaterialsareinexcellentcondition,freeofwearandanydebris,hairorstainwhatsoever.3.3.10整個(gè)房間無異味，通風(fēng)良好。Entireroomisfreshandodor-freeandgivesanimpressionofgoodventilation.3.3.11溫度開關(guān)操作簡單，可以迅速改變室內(nèi)溫度。Temperaturecontrolsaresimpletouseandhaveefficienteffectivenessinchangingroomtemperature.3.3.12床上、書桌、椅子和沙發(fā)處有良好看書照明。Lightingprovidessuperiorreadingilluminationatthebed,desk,andchairs/sofas.3.3.13房間內(nèi)放置印刷品有、客服指南、文具、地圖、客人問卷、送餐菜單，且保持良好狀態(tài)。RoomcollateralincludeDirectory,GuestServicesDirectory,gueststationery,citymap,guestquestionnaireandroomservicemenu,allinexcellentcondition.3.3.14酒店必須確?？腿四軌?4小時(shí)使用客房電話。Incomingandoutgoingtelephoneservicemustbeavailabletoguest24hoursaday.3.3.15提供常用電話、語音留言和酒店分機(jī)指示。Instructionsfortelephone,voicemail,andfrequentlyusedhotelextensionswillbeprovided.......7序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMARK8序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan3.3.16房間期刊包括酒店雜志，當(dāng)?shù)亓餍须s志、電視節(jié)目指南和現(xiàn)任發(fā)行物，且處于良好狀態(tài)。PeriodicalsincludeaHotelmagazine,localmagazine,andTVprogramviewingguide,allcurrentissuesandinexcellentcondition.3.3.17電視、廣播情況良好、使用功能方便（包括遙控）電視頻道指南放在顯著位置。Televisionandradiosareingood,cleancondition,functionconveniently(includingremotes),andTVchanneldirectoryisprominentlyavailable.3.3.18房內(nèi)鏡子沒有污點(diǎn)，使用正常。Mirrorsthroughouttheroomarespotlesslyclean,andinexcellentrepair.3.3.19浴室設(shè)備干凈無污點(diǎn)，沒頭發(fā)、損壞和變色。Bathroomfixturesarespotlesslyclean,freeofhair,damageanddiscoloration.3.3.20毛巾和浴袍情況良好，柔軟、吸水和不褪色。僅在套房提供。Towelsandrobesareinexcellentcondition,fluffyandabsorbentandcolorconsistent.DaysInn—robesaretobeprovidedinsuites3.3.21排水順暢快速。Drainsfunctionsmoothlyanddrainquickly.3.3.22水籠頭好使好用，管內(nèi)水壓正常。Tapsfunctionsmoothlyandprovideforfirmwaterpressureinallfixtures.3.3.23地面，墻面水泥縫隙填充情況良好，沒有褪失現(xiàn)象。Groutandcaulkareinexcellentrepair,anddonotshowanydiscoloration.3.3.24浴室用品方便適用。Thebathroomamenitiesareconvenientlyavailable.......8序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMARK9序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan3.3.25酒店內(nèi)所有區(qū)域無蟲、鼠害。Allareasmustbefreeofinsects,rodentsandpests.3.3.26酒店內(nèi)客人所有可視區(qū)域包括：景觀，建筑物內(nèi)外墻，標(biāo)識(shí)，戶外廣告欄，內(nèi)部裝修及裝飾須遵從戴斯酒店管理集團(tuán)（中國）之標(biāo)準(zhǔn)。Alllandscaping,buildinginteriorsandexteriors,signs,billboards,interiorfurnishingsanddécorinareasobservabletotheguestasanyandalladditionsorreplacementsofitems,mustcomplywithDICStandard.3.4客房供應(yīng)品GUESTROOMSUPPLIES3.4.1男式衣架（配置標(biāo)準(zhǔn)按照集團(tuán)房務(wù)部管理手冊(cè)的規(guī)定執(zhí)行）Hangers–normal(ThedetailsplacementstobeperRoomsDivisionManualSpecification).3.4.2女式衣架（配置標(biāo)準(zhǔn)按照集團(tuán)房務(wù)部管理手冊(cè)的規(guī)定執(zhí)行）Hangers–skirt(ThedetailsplacementstobeperRoomsDivisionManualSpecification).3.4.32x纖維拖鞋配置每間客房。2xslippers–syntheticperroom3.4.42x洗衣袋配置每間客房。2xlaundrybag–syntheticperroom3.4.52x購物袋配置每間客房2xshoppingbagperroomPlastic–StandardRoom3.4.61x鋼筆或圓珠筆配置每間客房服務(wù)指南內(nèi)。1xpen/ballpenservicedirectory3.4.71x鉛筆配置每間客房記事本的上方。1xpencilpernotepad3.4.82x平底大玻璃杯配置每間客房。2xtumblerperroom......9序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMARK10序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan3.4.92x平底大玻璃杯配置每間客房浴室。2xtumblerperbathroom3.4.102x咖啡杯或茶杯帶碟配置每間客房。2xcoffeemug/cups/saucerperroom3.4.112x咖啡匙或茶匙配置每間客房。2xteaspoonsperroom3.4.122x煙灰缸配置每間吸煙的標(biāo)準(zhǔn)客房3x煙灰缸配置每間吸煙的套房2xashtrayperstandardroom(smokingroom)3xashtraypersuite(smokingroom)3.5客房供應(yīng)品-糖,咖啡,茶包GUESTROOMSUPPLIES–TEA&COFFEESETUP3.5.1咖啡：2x三合一速溶咖啡+2x純咖啡每間客房。2xcomplimentarycoffeemixand2xblackcoffeeperroom3.5.22x中式茶包配置每間客房。2xChineseteaperroom3.6客房宣傳品/印刷品GUESTROOMCOLLATERALS3.6.11x請(qǐng)勿打擾卡，放置于客房門后把手上。1xDNDsignbehindtheguestroomdoor.3.6.22x洗衣單放置于洗衣袋口袋內(nèi)。2xlaundrylistperlaundrybag.3.6.32x免費(fèi)礦泉水標(biāo)簽放置于每瓶礦泉水頸口。2xcomplimentarywatertagperwaterbottle.3.6.41x電視節(jié)目單，1x電視節(jié)目單夾放置于電視機(jī)旁/床頭便于客人使用1xTV/channellist&1xTV/programholderperTV.3.6.51x酒店服務(wù)指南，配置每間客房內(nèi)。1xguestservicedirectoryperroom......10序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR11序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan3.6.61x文具夾,配置每間客房。1xstationeryfolderperroom.（3.6.5&3.6.6可合并）3.6.71x電話記錄本+1支鉛筆配置每部電話機(jī)旁邊。1xnotepad&1xpencilpertelephoneset.3.6.8A4信紙（配置標(biāo)準(zhǔn)按照集團(tuán)房務(wù)部管理手冊(cè)的規(guī)定執(zhí)行）。Writingpaper-A4(ThedetailsplacementstobeperRoomsDivisionManualSpecification).3.6.9A4信封（配置標(biāo)準(zhǔn)按照集團(tuán)房務(wù)部管理手冊(cè)的規(guī)定執(zhí)行）。Envelope-A4(ThedetailsplacementstobeperRoomsDivisionManualSpecification).3.6.101x客人意見書，配置客房文具夾內(nèi)。1xopinioncard.3.6.111x免換床單卡/環(huán)保卡，配置每間客房。1xbedsheetre-usecardperroom.3.6.121x免換毛巾卡/環(huán)?？?，配置每間客房浴室。1xtowelre-usecardperbathroom.3.6.131x火柴,配置每間吸煙客房。1xmatchespersmokingroom.3.7浴室物品BATHROOMAMENITIES3.7.11x洗發(fā)液，獨(dú)立包裝，配置每間客房。1xshampooperroom,individualpacking.3.7.21x護(hù)發(fā)素，獨(dú)立包裝，配置每間客房。1xconditionerperroom,individualpacking.3.7.31x沐浴液，獨(dú)立包裝，配置每間客房。1xshower/bathgelperroom,individualpacking.3.7.41x手皂，配置每間客房。套房需增加一個(gè)。1xhandsoap（40g）perroom.1xadditionalforsuite.......11序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR12序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan3.7.51x沐浴皂，配置每間套房的浴缸或淋浴間。1xbathsoap(50g)perbathtuborshowerstallinsuite.3.7.61x針線包,配置每間客房塑料盒裝–只提供套房紙盒裝–所有標(biāo)準(zhǔn)房間1xsewingkitperroomplasticbox–Suiteonlypaperbox–AllStandardRoom3.7.71x棉花棒，配置每間客房。1xcottonbudsperroom.3.7.81x浴帽,配置每間客房1xshowercapperroom3.7.92x牙刷和牙膏,配置每間客房。2xtoothbrushandtoothpasteperroom.3.7.101x梳子,配置每間客房，如房間入住兩人時(shí)，需增加一個(gè)。1xcombperroom,1additionalfordoubleoccupancyroom.3.7.112x衛(wèi)生袋,配置每間客房。2xsanitarybagperroom.3.7.121x皂碟，配置每間客房。1xsoapdishperroom.3.7.131x掛衣鉤1xclothes-hook3.8浴室布草BATHROOMLINEN3.8.12x普通浴巾，配置每間:標(biāo)準(zhǔn)客房2xbathtowel–regularperAllStandardRoom3.8.22x普通手巾，配置每間:標(biāo)準(zhǔn)客房2xhandtowel–regularperAllStandardRoom......12序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR13序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan3.8.32x普通面巾，配置每間:標(biāo)準(zhǔn)客房2xfacetowel–regularperAllStandardRoom3.8.41x地巾，配置每間客房。1xbathmatperroom.3.8.51x浴室防滑地墊，配置每間客房。1xbathmat–rubberperroom.3.8.61x浴簾,配置每間客房。1xshowercurtainperbathtub.3.8.71x浴簾繩，配置每間浴室浴缸上方位置。1xshowercurtainlinerperbathtub.3.8.82x普通浴袍，配置每間:套房2xbathrobe–regularperSuiteOnly–DaysInn3.9非吸煙房NON-SMOKINGROOMS3.9.1所有戴斯酒店應(yīng)保證30%的客房為非吸煙客房。如當(dāng)?shù)厥袌鲂枰?，?yīng)相應(yīng)增加非吸煙房間的數(shù)量。酒店根據(jù)非吸煙房間總數(shù)的規(guī)定設(shè)置適當(dāng)?shù)臉菍訛榉俏鼰煒菍?。Allnon-smokingroomsshouldbeinadjacentblocksorsomeotherarrangementwhichwillsimplifyhousekeeping,reservationsandregistration.3.9.2所有煙灰缸應(yīng)當(dāng)從非吸煙房中撤出。Allashtraysshouldberemovedfromthenon-smokingrooms.3.9.3非吸煙房應(yīng)做好無煙處理。Non-smokingroomsshouldnothavesmokeodor.3.10迷你吧MINIBAR3.10.1必須配置冰箱1xrefrgrigerator......13序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR14序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan3.10.2所有瓶罐干凈，有清晰商標(biāo)。確保所有飲料在保質(zhì)期內(nèi)，沒有過期飲料配備在迷你吧。Allbottles/canswillbecleanandrust-freelabelsproperlyaffixed.Toensureallitemswithintheexpirationdateandnoexpireditemstobefound.4餐飲F&B4.1餐廳運(yùn)營總則RESTAURANTOPERATIONSGENERAL4.1.1所有酒店必須在餐廳入口處明顯位置擺放標(biāo)牌以示客人餐廳運(yùn)營時(shí)間Eachpropertymustprominentlydisplayasignattherestaurantentranceand/orlobbyareatonotifyguestsoftherestauranthours.4.1.2如客人提出要求，餐廳必須提供兒童用高椅或輔助座椅（每五十個(gè)座位配備一把且必須符合當(dāng)?shù)胤煞ㄒ?guī)）。Asupplyofchildren’shighchairsorboosterseatsmustbeavailableonrequest(minimum1per50seatsandmustcomplywithlocalcoderegulations).4.1.3在餐廳每日運(yùn)營時(shí)間，必須劃出一部分就餐區(qū)域作為非吸煙區(qū)，并在其他時(shí)段內(nèi)遵循當(dāng)?shù)仃P(guān)于吸煙的有關(guān)法律法規(guī)。Partofdiningareasmustbedesignatedasnon-smokingduringfoodservicehourswithappropriatesignageandmustadheretolocalsmokinglawregulationsatallothertimes.4.1.4所有餐廳要有良好的歡迎氣氛，包括音樂、燈光和溫度的設(shè)置。Allrestaurantsaresettodeliveraninvitingambienceappropriateforthetimeoftheday(music,lighting,temperature).......14序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR15序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan4.1.5在餐廳運(yùn)作期間，所有桌子要做好擺臺(tái)。Tablesmustbeleftdressedthroughoutoperationhours.擺臺(tái)最低包含：MinimumItemsare:1）刀Knife2）叉Fork3）筷子Chopsticks4）咖啡杯Coffeecup5）紙巾Napkin6）鹽盅&胡椒盅Salt&peppershakers4.2早餐BREAKFAST4.2.1戴斯早餐服務(wù)基本標(biāo)準(zhǔn)DaysBreakfastServiceStandards所有戴斯酒店必須為住店客人提供早餐服務(wù)。AllDayspropertiesmustprovidebreakfastservicetoallguestsonthepremises.客人入座后餐桌上不要擺放花和植物。Noflowerandplantondiningtableafterguestareseated.......15序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR16序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan確?？腿丝梢姷膹N房設(shè)備保持清潔和正常運(yùn)轉(zhuǎn)。Allkitchenequipmentthatisavailableandvisibletoguestsmustbecleaned,polishedandinimpeccablecondition.食品要做標(biāo)簽，中英文，不可使用手寫的標(biāo)簽，質(zhì)地精良。Foodislabeledwhereappropriate，bilingual,neverusehand-writtenlabel,excellentinquality.餐臺(tái)上食品應(yīng)確保充足，便于客人取用。Guaranteeenoughfoodforguest自助餐臺(tái)冷、熱餐區(qū)域應(yīng)保持在各自適合的溫度。應(yīng)遵循當(dāng)?shù)匦l(wèi)生檢驗(yàn)規(guī)范。Theitemsinboththehotandcoldareasofthebuffetmustbemaintainedatthecorrecttemperatures.Localfoodhygieneregulationsapply.服務(wù)生在服務(wù)，清潔食物及飲料時(shí)，應(yīng)使用托盤。Anyfoodandbeverageservedandclearedbystaffmustbedoneusingatray.餐廳電視應(yīng)播放客人認(rèn)可的新聞?lì)l道（如CNN,BBC，中央一臺(tái)等），電視的擺放利于客人觀看并將音量調(diào)低。AllDayshotel’stelevisionmusthave:1）CNNorInternationalnewschannel2）Sportschannel3）Moviechannel......16序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR17序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan菜單上必須有全部冷、熱菜項(xiàng)目，包括兒童餐。鼓勵(lì)酒店在菜單上增設(shè)健康食品選項(xiàng)，地方和宗教食品也應(yīng)注意，再加上一個(gè)素食選擇。如果客人要求菜單上沒有的菜品，菜品簡單可做，應(yīng)盡量提供。廚師長精選為所有菜單上的創(chuàng)新佳肴，建議每三個(gè)月變換一次菜式。Menusand/ormenuboardmustcontainaselectionofhotandcolditemsforallmeals,includingchildren’sitems.Hotelsareencouragedtoincludehealthyeatingselectiononthemenu.Localculturalandreligiousconsiderationsmustberecognized,plusareasonableselectionofidentifiedvegetarianchoices.Therestaurantshouldalsoprovidethecustomerwithlightappetiteselections.Requestsforsubstitutionanditemsnotonthemenuwillbehonored,ifreadilyaccessible.Chefrecommendationsarefeaturedinallmenusreflectinginnovativedishes.Thisshouldbechangedevery3monthsoraccordingtoseasons.1餐廳要放有報(bào)紙，至少有當(dāng)?shù)氐囊环輬?bào)紙，如果當(dāng)?shù)貓?bào)紙不是英文的，必須擺一份英文報(bào)紙。Newspaperwillbeavailableintherestaurant.Aminimumofonelocalnewspapermasthead.IfthelocalnewspaperisnotEnglish-language,theremustbeoneEnglish-languagemastheadin2運(yùn)營時(shí)間OperatingHours戴斯集團(tuán)要求各酒店早餐服務(wù)時(shí)間為周一到周五早上6:30至10:30周六到周日早上7:00至11:00Requiredhoursforbreakfastoperationare:MondaytoFriday6.30am–10.30amSaturdayandSunday7.00am–11.00am......17序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR18序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan3整個(gè)時(shí)間段內(nèi)，早餐食物供應(yīng)量必須滿足住店客人的需要。Breakfastitemquantitiesmustbeavailabletomeettheguest/occupancydemandsfortheentiretime.4早餐供應(yīng)時(shí)間必須被擺放在大堂或就餐區(qū)的顯著位置。Theoperatinghoursmustbeprominentlydisplayedinthelobbyorbreakfastarea.4.2.2大陸早餐ContinentalBreakfast早餐區(qū)域Area早餐必須提供公共就餐區(qū)域，環(huán)境要溫馨。餐廳經(jīng)理應(yīng)正確管理餐廳并強(qiáng)調(diào)細(xì)節(jié)，尤其以確保清潔衛(wèi)生為重點(diǎn)。擺放在自助餐臺(tái)上的食品應(yīng)保證高品質(zhì)及優(yōu)雅布置。Thebreakfastmustbelocatedinadiningareawithinthecommunalpublicareas,whichprovidesawarmandcordialenvironment.TheManagermustprovideforpropersupervisionandattentiontodetailwithcleanlinessbeingatoppriority.Itemsmustbedisplayedusingthehighestqualityfoodsandmustbepresentedinanattractivemanner.座位Seating熱飲-咖啡-茶HotdrinksCoffeeTea......18序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR19序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan所有戴斯酒店需提供種類豐富的早餐。早餐食物應(yīng)按標(biāo)準(zhǔn)擺放，擺放食物的服務(wù)臺(tái)應(yīng)靠近廚房。所有食物及飲品應(yīng)保證新鮮。AllDaysInnandDaysHotelpropertiesmustofferaFullBreakfast.Allbreakfastitemsmustbepresentedinaprofessionalmannerandmustbeprovidedfromaserverycounterthatmustbeincloseproximitytothekitchen.Allfooditemsandbeveragesmustbefresh.食品基本種類如下：MinimumItemsare:果汁及冷飲橙汁（可放置在冷凍果汁機(jī)里或玻璃水瓶中供客人取用）至少一種其他果汁（可放置在冷凍果汁機(jī)里或玻璃水瓶中供客人取用）提供玻璃壺或機(jī)器供客人飲用冰水牛奶（新鮮，撇去奶皮的牛奶），存放在玻璃水瓶中，放置在自助餐臺(tái)冷藏區(qū)域，或制冷飲水器中FruitJuicesandColdDrinksOrangeJuice(canbeservedfromachilledjuicemachineorfromglasscarafesheldintherestaurant)AtleastoneotherJuice(canbeservedfromachilledjuicemachineorfromglasscarafesheldintherestaurant)IcedwatermustbeavailableinajugorfromadispenserMilk(Fresh,semi-skimmedmilk,locatedinajugonrefrigeratedsectionofthebuffetorfromachilleddispenser).......19序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR20序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan面包區(qū)如果面包不是在酒店制作的，必須從糕點(diǎn)店購買質(zhì)量最好的至少提供2種面包和面包機(jī)最低標(biāo)準(zhǔn)為提供白色及棕色中等厚度的面包BakerySectionAllbreadandbakeryitems,ifnotproducedin-house,arepurchasedfromabakerywiththehighestqualitystandardDaysInnandDaysInnBusinessPlacemustatleasthave2typesofbreadandatoaster.Whiteandbrownmediumslicedbreadistheminimumstandard黃油/人造黃油需放置在玻璃碗中，并碗中放置冰塊，半滿。玻璃碗放置在自助餐臺(tái)的冷藏區(qū)域。Butter/MargarineMustbedisplayedinaglassbowl,keptaminimumofhalffull,intherefrigeratedsectionofthebuffet.果醬/果脯所有戴斯酒店必須提供果醬和果脯，必須提供單份量。果醬不必要放置在冰箱里。Jams/PreservesAllDayspropertiesmustprovidejams/preserves.DaysHotel&SuitesandDaysHotelmustprovideindividualportions.Jamsdonothavetobeplacedintherefrigeratedsection早餐谷物不允許把松散的早餐谷物放在分配器里CerealsLoosecerealindispensersisnotpermitted......20序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR21序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan冷藏區(qū)域溫度控制在4度，使用標(biāo)準(zhǔn)的具有冷藏功能的餐飲設(shè)備冷藏區(qū)域不得使用冰塊RefrigeratedSectionMustbesetat4°CandbestandardrefrigeratedcateringequipmentNoiceispermittedaspartofrefrigeratedequipment0器皿冷、熱盤均為純瓷，直徑不得小于23厘米碗必須為純瓷，直徑不得小于23厘米刀叉包裹在餐巾紙中，放置在自助餐臺(tái)上（最低標(biāo)準(zhǔn)）刀叉與餐巾紙擺放在餐桌上（較高標(biāo)準(zhǔn)）5oz的玻璃杯須放置在buffet臺(tái)上的果汁機(jī)/冰水壺旁邊在面包區(qū)域放置夾鉗（塑料或金屬）烤面包機(jī)旁的夾鉗不使用金屬材質(zhì)UtensilsHotandcoldplatesmustbeplainceramic/chinaandaminimumof23cmdiameterBowlsmustbeceramic/chinaandaminimumof13cmdiameter5ozGlassesmustbeprovidedonbuffetnexttofruitjuicemachine/icedwaterjugTongs(plasticormetal)arerequiredforeachofthebakerysectionTongsatthetoastermustnotbemetal4.2.3早餐熟食CookedBreakfast所有戴斯酒店必須向客人提供熟食早餐。PleasenotethatofferingcookedbreakfastismandatoryforDaysHotelsandDaysInn.......21序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR22序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan熱食擺放在buffet臺(tái)上不得超過30分鐘。Hotitemsmustbedisplayedonthebuffetfornolongerthan30minutes.雞蛋至少應(yīng)提供煎蛋EggsAsaminimum,friedeggmustbeprovided調(diào)味品番茄醬，醬油，醋CondimentsTomatoketchup,sauce&vinegar4.3午餐&晚餐服務(wù)LUNCH&DINNERSERVICE4.3.1所有戴斯酒店須向客人提供午餐和晚餐服務(wù)。AllDaysHotelsmusthavealunchoffering.4.3.2用餐時(shí)間Hours所有戴斯酒店必須保證每天提供四小時(shí)晚餐服務(wù)。Dayspropertiesmusthaverestaurantsopenfordinnerforaminimumof4hours,7daysaweek.4.3.3菜單Menus酒店必須準(zhǔn)備好印刷精美的菜單供客人使用（或提供菜單板）。不可使用手寫菜單或印刷品菜單，同時(shí)必須提供英文菜單。Professionallyprintedmenusand/ormenuboardsmustbeprovidedforallmeals.Handwrittenorprintedmenusarenotacceptable.Englishmenusmustbeavailable.......22序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR23序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan4.3.4菜品描述必須準(zhǔn)確并符合實(shí)際，尤其是原料、質(zhì)量、出品地、份量及重量等。呈給客人的食物必須符合或超出菜單的描述。Descriptionsformenuitemsmustbeaccurateandcomplywithanyapplicable"TruthinMenu"regulations,particularlywheningredients,quality,foodorigin,size,and/orweightarestated.Itemsservedmustmeetthemenudescriptions.5酒店員工基本儀容儀表要求STAFFGROOMINGMINIMUMSTANDARDS5.1著裝干凈、整齊,保養(yǎng)及狀況良好Uniformscleanandtidy,ingoodrepairandcondition.5.2皮鞋要擦亮，顏色保持本色Shoespolishedandrightcolour.5.3按酒店規(guī)定佩戴姓名胸章NametagswornaccordingtoHotelspecifications.5.4面容整潔，女員工著淡妝Cleanface,femalestaffwithlightmakeup5.5頭發(fā)整齊Tidyhair6維保計(jì)劃MAINTENANCEPROGRAMME6.1最低維保項(xiàng)目清單MinimumMaintenanceItemsList6.1.1外墻（干凈，玻璃幕墻定期清潔，一年至少兩次）Outerwall(clean,glasswallshouldbecleanedatleasttwiceayear)......23序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR24序號(hào)NO.標(biāo)準(zhǔn)

Criteria合格YES

部分PARTIAL不合格

NO

得分POINTS備注

REMARKS

改進(jìn)日期Action

Plan6.1.2

夜間客房外窗內(nèi)燈光色調(diào)（一致暖色調(diào)）

Warm

tone

in

rooms6.1.3綠化（店內(nèi)綠植及酒店四周園林，無枯萎，修剪整齊，室內(nèi)綠植葉面潔凈光亮）

Greenery

(plants

inside

and

outside

hotel

should

be

cut

tidily,

clean

without

withered

leaves)6.1.4

木裝飾（大堂、餐廳、客房等木裝飾漆面色差的維護(hù)協(xié)調(diào)，無裂紋）

Wood

decoration

(wood

in

lobby,

restaurant

and

room

should

be

maintained

without

cracks)

6.1.5

6.1.6

6.1.7

61.8

6.1.9

16.1.12天花（

大堂、餐廳、客房等無褪色及開裂跡象）Ceiling

(no

discolourization

and

crack

in

lobby,

restaurant

and

room)石材地面（光亮，能反射出燈影）Stone

floor

(Bright,

can

reflect

the

light)地毯（潔凈，腳感舒適）Carpet

(clean

and

comfortable

for

feet)燈光亮度（充足，冷暖色調(diào)運(yùn)用與各營業(yè)場所匹配）Enough

light

(tone

must

match

the

facility)潔具（表面完好無損，潔凈，光亮）Sanitary

appliance

(unbroken,

clean

and

bright)五金類（如洗手間水龍頭等，光亮，無損漬）Metals

(bright

and

unabroken,

such

as

tap)客房淋浴下水（通暢）Unobstructed

sewerage客房冷熱水（舒適，壓力足，冷熱水轉(zhuǎn)換快捷）

Room

hot

and

cold

water

(comfortable

with

enough

pressure)6.1.13

地腳線、地面磚接縫處（干凈、無霉?jié)n，積塵）......24序號(hào)標(biāo)準(zhǔn)Criteria合格 部分不合格 得分備注25序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlanAnchorline,floortile(cleanwithoutmildewanddirt)6.1.14布草（足夠蓬松，強(qiáng)吸水能力，干凈）Linen(loose,waterabsorbingcapacityandclean)6.1.15空調(diào)（室溫根據(jù)季節(jié)調(diào)節(jié)，舒適于客人需要；溫度調(diào)節(jié)轉(zhuǎn)換快捷）Airconditioner(canadjustfastaccordingtoseasonandguestcomfortability)7酒店安全SAFETYANDSECURITY7.1急救箱FIRSTAIDKITS在前臺(tái)、廚房及客房區(qū)域有充足的、專業(yè)級(jí)別的配備。急救箱應(yīng)放在容易取到的地方。部門經(jīng)理和負(fù)責(zé)此區(qū)域的經(jīng)理要隨時(shí)檢查急救箱的配備Fullystocked,industrialtypefirstaidkitstoincludeaminimumofplastersmustbeavailableatthefrontdesk,kitchenmaintenanceandhousekeepingareas.Firstaidkitsshouldbelocatedintheareawithfreeandeasyaccessibility.ItistheresponsibilityoftheDepartmentheadtoensurethattheFirstAidKitsarekeptfullystockedatalltimes.7.2保險(xiǎn)箱SAFEDEPOSITBOXES......25序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR26序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan所有戴斯酒店應(yīng)為住店客人提供免費(fèi)的前臺(tái)或客房保險(xiǎn)箱。如酒店無法提供保險(xiǎn)箱設(shè)施，酒店應(yīng)向住店客人免費(fèi)開放自用的保險(xiǎn)柜用以存儲(chǔ)客人的貴重物品，同時(shí)酒店應(yīng)購有相應(yīng)的保險(xiǎn)已確?？腿素?cái)產(chǎn)的安全。此項(xiàng)服務(wù)應(yīng)根據(jù)法律要求置于酒店明顯位置，以確保在有貴重物品丟失的情況下減輕酒店的責(zé)任。風(fēng)險(xiǎn)聲明通常置于前臺(tái)明顯位置。AllDaysHotelsmusthavesafedepositstorageavailableatnochargetoallregisteredguestsinthefrontdeskareaorintheguestrooms.IftheDaysInndoesnothavesafedepositstoragefacilities,theproperty’ssafemustbeavailableforstorageofvaluablesatnochargetoregisteredguestsandappropriateinsurancemustbeinplace.Theavailabilityofthisservicemustbedisclosedinaccordancewiththelawslimitinginnkeeperliability(ProprietorsAct)forlossofvaluables.AdisclosurestatementisusuallydisplayedatthefrontdeskandonthebackoftheDaysInnService.7.3失物招領(lǐng)LOSTANDFOUND酒店必須制訂失物招領(lǐng)規(guī)范TheremustbeaLost&Foundsystem7.4客戶資料安全GUESTINFORMATIONSECURITY7.5化學(xué)用品安全CHEMICALSECURITY......26序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR27序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlan7.5.1為員工提供在工作中所需使用的所有化學(xué)清潔品的清單及使用說明，包括產(chǎn)品說明、危害、預(yù)防措施、所配的使用設(shè)備。Alistofchemicalandcleaningproductsthatemployeeswillbeworkingwithintheirjobclasswillbemadeavailableforreference.Itexplainseachproduct,thehazards,theprecautionsandequipmentneededtoworkwiththemandwhattodoiftheyshouldcomeintocontactwithanyhazardouschemicalintheirworkarea.7.5.2員工有權(quán)了解工作中所用化學(xué)用劑，如何閱讀瓶上的標(biāo)簽。所有的瓶子必須配有說明標(biāo)簽。Employeeshavearighttoknowaboutthechemicalsintheirarea.Employeeswillbeinstructedonhowtoreadthelabeledbottles.Allbottlesmustbelabeledpriortouse.7.5.3危險(xiǎn)物品、物學(xué)品和易燃品必須存放在指定地點(diǎn)。Dangerousgoods,chemicals&inflammableitemsmustbeproperlystoredinthedesignatedspace.7.6消防/安全FIREANDSECURITY7.6.1安全信息卡片（逃生圖）應(yīng)被放置在塑膠框內(nèi)并置于客房門板背后Asafetyandsecurityinformationcard(evacuationmap)mustbeplacedinsidetheguestroom,ontheinsidefaceoftheguestroomdoorinaPerspexholder.7.6.2查閱相關(guān)記錄(文字與圖片）：CHECKINGTHERECORDS(LETTERSANDPHOTOS)每季進(jìn)行一次消防演習(xí)。Randomfiredrillsareconductedonceeverythreemonths.每年進(jìn)行一次全面消防演習(xí)。Fullfiredrillsareonceayear.......27序號(hào)標(biāo)準(zhǔn)Criteria合格部分不合格得分備注REMAR28序號(hào)NO.標(biāo)準(zhǔn)

Criteria合格YES

部分PARTIAL不合格

NO

得分POINTS備注

REMARKS

改進(jìn)日期Action

Plan

每年至少進(jìn)行一次全面疏散演習(xí)。由于酒店業(yè)人員流動(dòng)普遍存在，建

議酒店一年進(jìn)行兩次全面疏散演習(xí)。

General

evacuation

drills

are

conducted

at

least

once

a

year.

Due

to

high

turnover

of

staffing,

hotels

are

encouraged

to

conduct

evacuation

twice

a

year.

定期檢查所有的消防逃生通道，每周至少檢查一次。

Conduct

regular

inspection

of

escape

ways

and

exits

allocated

for

use

in

the

events

of

an

emergency,

minimum

once

a

week.

新入職員工必須接受安全培訓(xùn)，每年至少開展一次安全培訓(xùn)。

Employee

safety

orientation

must

be

done

for

new

hires

and

minimum

on

annual

basis.

廚房排風(fēng)管道清除：西廚房每年至少兩次，中廚房每年至少四次，洗

衣管道清除每月一次。Kitchen

Exhaust

Ducts

Cleaning:All

kitchens

minimum

two

times

per

year.

Chinese

kitchen

minimum

four

times

per

year.

Laundry

Exhaust

Ducts

cleaning

done

on

monthly

basis.

廚房區(qū)域應(yīng)根據(jù)當(dāng)?shù)叵啦块T要求在廚房明顯區(qū)域備置滅火毯。

All

kitchens

area

must

have

a

fire

blanket

visible

for

easy

access

as

per

local

fire

bureau

requirement.

廚房衛(wèi)生及安全最低標(biāo)準(zhǔn)

8

KITCHEN

SANITATION

AND

SAFETY

MINIMUM

STANDARD

8.1

衛(wèi)生清潔記錄

SANITATION

RECORD

8.1.1

餐飲部員工體檢記錄

Food

Safety

Training

Calendar

(Monthly,

Yearly)

8.1.2

鍋具廚具清洗檢查表......28序號(hào)標(biāo)準(zhǔn)Criteria合格 部分不合格 得分備注29序號(hào)NO.標(biāo)準(zhǔn)Criteria合格YES部分PARTIAL不合格NO得分POINTS備注REMARKS改進(jìn)日期ActionPlanCleaningInstructions8.1.3冷藏/冷凍冰庫的清潔和消毒記錄CleaningAndSanitizingofUnderCounter&UprightChiller/FreezerRecords8.1.4夜班廚房清潔檢查表NightKitchenCleaningInstruc