酒店管理导论酒店品质检查细则评分表.docx

酒店管理导论酒店品质检查细则评分表.docx

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酒店管理导论酒店品质检查细则评分表

1.FrontOffice前厅

1.1Operator 总机

7

0

1.2 Reservation 预订部

12

0

1.3StationCounter/Arrival接机服务

14

0

1.4Check-in接待部

17

0

1.5MorningCall叫醒服务

6

0

1.6 Information 问询处

10

0

1.7Concierge 礼宾部

12

0

1.8CheckingOut收银

11

0

1.9 OverallImpressionofFrontOffice整体印象

33

0

前台得分FrontOfficeSubTatol

122

0

2.Rooms客房

2.1 RoomEvaluation 客房评估

38

0

2.2RoomMakeUpandTurnDownService房间收拾与开夜床

19

0

2.3Laundry洗衣

17

0

2.4 MiniBar 迷你吧

15

0

2.5OverallRoomComfort舒适程度

14

0

客房得分RoomsSubTatol

103

0

3.Food&Beverage餐饮

3.1BuffetBreakfast 自助早餐

20

0

3.2 ChineseRestaurantService中餐厅

32

0

3.3WesternRestaurant西餐厅

37

0

3.4Bar/Coffeeshop/LobbyBar咖啡厅/酒吧

23

0

3.5 RoomService送餐服务

29

0

3.6 OverallComfortinDiningAreas整体餐厅舒适程度

24

0

餐饮得分Food&BeverageSubTatol

165

0

4.Otherservices其它

4.1Recreation–FitnessCenter康乐设施

32

0

4.2BusinessCenter商务中心

8

0

4.3RetailOutlets商店

9

0

4.4SouvenirShop 纪念品商店

9

0

4.5Engineering&Maintenance工程/维修

11

0

其它得分OtherServicesSubTatol

69

0

5.Facilitiesforsafety&thehandicap安全设施

5.1 FacilitiesforSafety安全设施

11

0

5.2HandicapPeopleandChild-careService儿童/伤残人士设施

8

0

安全设施得分Safty&HandicapSubTatol

19

0

6.OverallImpressionofHotel整体印象

6.1HotelOutdoorArea酒店户外地区

6

0

6.2Corridors走廊

7

0

6.4PublicRestrooms公共洗手间

9

0

整体印象得分OverallImpressionSubTatol

22

0

酒店总得分HotelGrandTatol

500

0

0

1.FrontOffice  前台    

1.1 Operator 总机

标准得分  Tatol

实际得分  Actual

1. Itwasansweredwithin3rings.电话三响内接听

1

2.Didtheoperatorgreettheguestandstatedthenameofthehotel?

接线生有道出酒店名称和向客人致意

1

3. Doestheoperatorsspeakwithafriendlytone?

接线生声调亲切

1

4. WasthecommandofEnglishgood?

英语掌握得好

1

5.  Wasthecalltransferredpromptly?

电话转接速度

1

6. Itwasfreeofbackgroundnoise.电话里无杂音

1

7.Didtheoperatorthanksforguest'scall?

接线生有否向客人致谢

1

SubTotal总机得分

7

0

1.2Reservation 预订部

Total

Actual

1. Thecallwaspickedupwihin3rings.电话三响内接听

1

2. Answeredprofessionallyandstatedthehotelname员工应答专业并道出酒店名称

1

3.  Thecallwasfreefrombackgroundnoise电话里无杂音

1

4.  Thedateofarrivalanddeparturewereconfirmed确认入住及离店日期

1

5.  Didthereservationstaffexplainpatiently&clearly?

耐心清楚地解释

1

6.   Didconfirmtheguestname’sspellingandcontactmethod确认客人姓名及联系方式

1

7. Didstatewhattheroomrateisinclusiveof,departuretimeetc报出房价及包含的项目，离店时间等

1

8.  Didthereservationstaffupsell?

员工是否向上销售

1

9.Howwas reservationstaff’sEnglish?

员工英语水平

1

10. Wastheguestaddressedbyname?

是否称呼客人姓名

1

11. Didthestaffrepeatthedetailofthereservation是否确认订房的内容

1

12.  Didthereservationstaff thanksforguest'scall?

接线生有否向客人致谢

1

SubTotal预订部得分

12

0

1.3StationCounter/Arrival接机服务

Total

Actual

1.Stafflookedprofessional员工表现专业

1

2.Welcomeguestatfirstinstancewitheyecontact （y/n）欢迎客人时是否目光接触

1

3.Guestarrivalwellhandled及时、顺利地接到客人

1

4.Washelpgivenforluggageetc?

 帮忙客人拿行李及其他物件

1

5.Helptheguesttoopencardoor帮忙客人开车门

1

6.Requestguestwhetherhelikestohavemusic/volumesuitability询问客人音量合适

1

7.Courteousconversation,notaskingprivatequestions合适的对话，不问私人问题

1

8.Carefuldriving驾驶技巧

1

9.Theseatbeltwaseasytouse安全带易于使用

1

10.Informguestregardingapproximatetimetotaketoreachthehotel提供预估抵店时间

1

11.Opendoorforguestandtakecareofguest’sluggage帮客人开门并照顾行李

1

12.Suitabletemperatureinthelimousine汽车内温度舒适、整洁

1

13.Thebootisclearofthedriver’spersonalbelongings 汽车行李箱内无杂物

1

14.Didthedriverthanktheguest?

司机是否向客人道谢

1

SubTotal行李部得分

14

0

1.4Check-in前台接待

Total

Actual

1.Doormanandbellboyawaitingguests门童及行李员就位等候

1

2.Greetingguestwarmly热情问候客人

1

3.Helpingguestwiththeluggage帮客人提行李

1

4.Openthedoorandleadtheguestintothelobby为客人开门，引客人进门

1

5.Hotelentranceiscleanandnoobstruction酒店入口清洁无杂物

1

6.Guestwasservedwithin30seconduponarrivingthereceptioncounter客人抵达接待台30秒内被接待

1

7. Arethereceptionistsmilingattimeswhenservingtheguests?

员工微笑着接待客人

1

8. Dotheyhaveeyecontactswhentalkingtoguest?

和客人会话时保持目光接触

1

9. Dothereceptionistaddresstheguestnameatleastonce?

在会话中,员工至少有一次称呼客人姓名

1

10. Dothestaffconfirmthereservationinformation?

是否确认订房信息

1

11.Check–intooklessthan5minutesandluggagewasdeliveredtoroom 在5分钟内办完入住手续，行李被送上房间

1

12. Didthestaffthanktheguestforchoosedhotels andwishguesthadanicestay?

员工有无感谢客人下榻酒店并祝客人入住愉快？

1

13.Knockingondoorlightlywhenluggagewasbroughttotheroom行李生送行李到房间时轻轻敲门

1

14.Uponentrytoroom,greetedguestcourteously进房间时，礼貌待客与问候

1

15.Duringconversation,theguest’snamewasaddressedatleastonce对话中起码尊称客人姓名一次

1

16.Luggagewasplacedontheluggagerack行李安放行李架上

1

17.Thankingtheguest感谢客人

1

SubTotal接待部得分

17

0

1.5 Wake-upCall叫醒服务

Total

Actual

1.Phonewaspickedupafter3rings电话三响内接听

1

2.Staffgreetguest,andinformtheguestwhoheisspeakingto员工向客人致意并报岗位名称

1

3.Duringconversation,theusernamewasmentionedatleastonce在会话中,员工至少有一次称呼客人姓名

1

4.Repeatwhattheguest’srequesttoconfirminformation有确认客人的要求

1

5.Wishguestgoodnight向客人说晚安\午安

1

6.Wakeupcallmustnotbemorethan5minutesdifferencethantheguestRequested叫醒客人的时间要准确,差异不能超出5分钟

1

SubTotal叫醒服务得分

6

0

1.6 Information 问询处

Total

Actual

1.Phonewasansweredin3rings电话三响内接听

1

2.Greetguest,informguestwhoheisspeakingto员工向客人致意并报岗位名称

1

3.Neverlettheguestwaitformorethan30second不让客人等候超过30秒钟

1

4.Whenapproachtheinformationcounter,theguestshouldbeattendedtoin30second客人抵达询问处在30秒内有人接待

1

5.Greetstheguestwarmly热情向客人致意

1

6.Leaflets,promotionmaterialsandinformationareinstock资料齐备

1

7.Providefreemapsandplacesofinterests免费地图及观光点讯息

1

8.Allthefaxshouldbedeliveredwithin15minutes所有传真在15分钟內办妥

1

9.Employeesarefamiliarwithproductknowledge服务员熟悉酒店产品知识

1

10.Thecounterisalwaysneatandtidy柜台整洁

1

SubTotal问询处得分

10

0

1.7 Concierge 礼宾部

Total

Actual

1  Thephonewasansweredwithin3rings电话响三次内接听

1

2. Therewasacourteousgreetingandstaffconfirmedthecheck-outtime员工向客人致意并确认离店时间

1

3. Thestaffconfirmedthenumberofluggage确认行李件数

1

4. Thestaffaddressedtheguest’snameatleastonce在会话中,员工至少有一次称呼客人姓名

1

5. Thestaffthanktheguestforstayinginhotel 员工感谢客人下榻海航酒店

1

6. Thebellboycametotheroomwithin10minutes行李员在10分钟内抵达客房

1

7. Thebellboyknockedonthedoorlightly行李员有轻轻敲门

1

8. Thebellboygreettheguestpolitely行李员向客人行礼

1

9.   Duringconversation,thebellboyaddressedtheguestnameatleastonce在会话中,员工至少有一次称呼客人姓名

1

10.Conciergecarryluggage礼宾部员工帮忙搬运行李

1

11.Conciergehelpguesttoopenthedoorofthecar礼宾部员工帮客人打开车门

1

12Thankguestandwishhimagoodjourney  祝客人旅程愉快

1

SubTotal礼宾部得分

12

0

1.8 CheckingOut收银

Total

Actual

1  Guestwasservedwithin30seconduponarrivingthereceptioncounter客人抵达柜台30秒内被接待

1

2. Arethestaffsmilingattimeswhenservingtheguests?

员工微笑着接待客人

1

3. Dotheyhaveeyecontactswhentalkingtoguest?

和客人会话时保持目光接触

1

4. Dothestaffaddresstheusernameatleastonce?

在会话中,员工至少有一次称呼客人姓名

1

5. Dothestaffconfirmtheroomnumber?

是否确认房间号码

1

6. Wasthebillpresentationdoneproperly?

结帐程序妥善处理

1

7. Didstaffexplainthetypesofpaymentmethods?

有清楚解说结帐方法

1

8. Didthestaffthanktheguestforstaying?

员工有感谢客人

1

9.Arethestaffsayinggoodbyetoguestwhentheguestwasabouttoleave?

员工有向客人说再见

1

101.Didstaffarrangeconciergetocollectluggage?

有安排礼宾部同时搬运行李

1

11.Didstaffthanktheguestandinvitehimtocomeandstayagain?

有否邀请客人再次光临

1

SubTotal收银得分

11

0

1.9OverallImpressionofFrontOffice大堂整体印象

Total

Actual

1.Islightingadequate?

灯火通明

1

2. Isthetemperaturecomfortable?

 温度舒适

1

3. Isventilationadequate?

   空气流通

1

4. Aresigns&directionsclear?

 方向指示清楚           

1

5. Aretheredesignatednon-smokingareas?

    有非吸烟区

1

6. Istheroadmainentrancewell-maintained,clearofdebris?

通道整齐有序,无杂物

1

7. Isappearanceofmainentranceinexcellentshape?

大堂主要通道美观大方

1

8. Was apieceoflitteronthefloor cleared promptly?

 地面杂物很快清理             

1

9. Howoftenarefingerprintsonglassdoorscleaned?

 大门玻璃手指印多久清理

1

10. Arethefurniture/fittingsurfacescleanand clearofdust?

 家具枱櫈清洁无灰尘

1

11.Arethefurniture/fittingsurfacesclearof anyunwanteditems?

 家具枱櫈无杂物

1

12.Arethefloorsurfaceclean?

  地面清洁  

1

13.Arethestairwaysclean?

楼梯无杂物

1

14.Areanyofthelightsoutoforder?

 灯具设置无破损

1

15.Areanyofthefittingnotinpropercondition?

所有大堂设置无破损

1

16.Aretheflowersfresh?

 摆设鲜花

1

17.Aretheplantswellmaintained,nodriedleavesetc?

 室内植物培植好

1

18.Istheflooringingoodcondition?

地面无破损

1

19.Isthefloorareaoftherestroomfrequentlycleaned?

洗手间地面清洁

1

20.Isthewashbasinsurfaceclean?

洗手盆清洁

1

21.Isthewashbasinsurroundingareadry?

  洗手盆周围干净           

1

22.Issoap/washingdetergen