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———————————————————————————————— 作者：———————————————————————————————— 日期： 1. Front Office 前厅　　　1.1 Operator 总机70 Reservation 预订部1201.3 Station Counter/Arrival 接机效劳1401.4 Check-in 接待部1701.5 Morning Call 叫醒效劳60 Information 问询处 1001.7 Concierge 礼宾部1201.8 Checking Out 收银110 Overall Impression of Front Office 整体印象330前台得分Front Office Sub Tatol 12202. Rooms 客房 Room Evaluation 客房评估3802.2 Room Make Up and Turn Down Service 房间收拾与开夜床1902.3 Laundry 洗衣170 Mini Bar 迷你吧 1502.5 Overall Room Comfort 舒适程度140客房得分Rooms Sub Tatol10303. Food & Beverage 餐饮3.1 Buffet Breakfast 自助早餐200 Chinese Restaurant Service中餐厅3203.3 Western Restaurant 西餐厅 3703.4 Bar/Coffee shop/Lobby Bar 咖啡厅/酒吧230 Room Service 送餐效劳 2903.6 Overall Comfort in Dining Areas 整体餐厅舒适程度240餐饮得分Food & Beverage Sub Tatol16504. Other services 其它4.1 Recreation –Fitness Center 康乐设施 3204.2 Business Center商务中心804.3 Retail Outlets商店904.4 Souvenir Shop 纪念品商店904.5 Engineering & Maintenance工程/维修110其它得分Other Services Sub Tatol6905. Facilities for safety & the handicap 平安设施 Facilities for Safety 平安设施1105.2 Handicap People and Child-care Service儿童/伤残人士设施80平安设施得分Safty & Handicap Sub Tatol1906. Overall Impression of Hotel 整体印象6.1 Hotel Outdoor Area 酒店户外地区606.2 Corridors 走廊706.4 Public Restrooms 公共洗手间90整体印象得分Overall Impression Sub Tatol220酒店总得分Hotel Grand Tatol500001. Front Office 前台 Operator 总机标准得分 Tatol实际得分 Actual1.12. Did the operator greet the guest and stated the name of the hotel? 接线生有道出酒店名称和向客人致意13. Does the operators speak with a friendly tone? 接线生声调亲切14. Was the command of English good? 英语掌握得好15. Was the call transferred promptly? 转接速度16. It was free of background noise. 里无杂音17. Did the operator thanks for guests call? 接线生有否向客人致谢1Sub Total 总机得分701.2 Reservation 预订部TotalActual1. The call was picked up wihin 3 rings. 三响内接听12. Answered professionally and stated the hotel name 员工应答专业并道出酒店名称13. The call was free from background noise 里无杂音14. The date of arrival and departure were confirmed 确认入住及离店日期15. Did the reservation staff explain patiently & clearly?耐心清楚地解释16.Did confirm the guest name’s spelling and contact method 确认客人姓名及联系方式17. Did state what the room rate is inclusive of, departure time etc 报出房价及包含的工程，离店时间等18.Did the reservation staff upsell? 员工是否向上销售19. How was reservation staff’s English? 员工英语水平110. Was the guest addressed by name? 是否称呼客人姓名111. Did the staff repeat the detail of the reservation 是否确认订房的内容112. Did the reservation staff thanks for guests call? 接线生有否向客人致谢1Sub Total 预订部得分1201.3 Station Counter/Arrival 接机效劳TotalActual1. Staff looked professional 员工表现专业12. Welcome guest at first instance with eye contact (y/n) 欢送客人时是否目光接触13. Guest arrival well handled 及时、 顺利地接到客人14. Was help given for luggage etc? 帮助客人拿行李及其他物件15. Help the guest to open car door 帮助客人开车门16. Request guest whether he likes to have music/volume suitability 询问客人音量适宜17. Courteous conversation, not asking private questions 适宜的对话，不问私人问题18. Careful driving 驾驶技巧19. The seat belt was easy to use 平安带易于使用110. Inform guest regarding approximate time to take to reach the hotel 提供预估抵店时间111. Open door for guest and take care of guest’s luggage 帮客人开门并照顾行李112. Suitable temperature in the limousine 汽车内温度舒适、整洁113. The boot is clear of the driver’s personal belongings 汽车行李箱内无杂物114. Did the driver thank the guest? 司机是否向客人道谢1Sub Total 行李部得分1401.4 Check-in 前台接待TotalActual1. Doorman and bellboy awaiting guests 门童及行李员就位等候12. Greeting guest warmly 热情问候客人13. Helping guest with the luggage 帮客人提行李14. Open the door and lead the guest into the lobby 为客人开门，引客人进门15. Hotel entrance is clean and no obstruction 酒店入口清洁无杂物16. Guest was served within 30 second upon arriving the reception counter 客人抵达接待台30 秒内被接待17. Are the receptionist smiling at times when serving the guests? 员工微笑着接待客人18. Do they have eye contacts when talking to guest? 和客人会话时保持目光接触19. Do the receptionist address the guest name at least once? 在会话中,员工至少有一次称呼客人姓名110. Do the staff confirm the reservation information? 是否确认订房信息111. Check –in took less than 5 minutes and luggage was delivered to room 在5分钟内办完入住手续，行李被送上房间。