国际五星级酒店暗访质量调查评分标准.docx

RESERVATIONS 预定
TOTAL SCORE
0.0%

DATE AND TIME日期和时间:
总分

Standards that are different from Hotel IQ, are highlighted in yellow.

STANDARD标准
MEET
符合
BELOW
不符
N/A
没有使用

RESERVATION - STANDARDS 预定 - 标准:

1
Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and the department identified?
在三声或者十秒内接听电话，问候并报出部门？

2
If the call was not answered in 3 rings or 10 seconds, was an
apology extended?
假如无法在三声或者十秒内接听电话，是否会表达歉意？

3

If caller is put on hold did it not exceed 30 seconds?
是否将电话置于等候档不超过三十秒？

4
Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?
背景是否没有噪音或者其它干扰（例如：让对话难于听清楚或者心烦意乱）？

5
Did employee obtain guest's name and clarify its spelling where
required?
得知客人的名字并能清楚地拼写出来？

6
Did employee confirm date in and date out?
是否有与客人确认入住及退房日期？

7
Did the employee clarify if the guest had stayed before?
如果客人以前入住过，是否可以准确地称呼客人？

8
Did the employee establish the purpose of the visit (i.e. business, leisure, special occasions, etc.)?
是否知道客人本次住宿的目的（例如：商务、休闲旅行、特殊庆典等）？

9
Did employee immediately check availability and if the dates requested were unavailable were alternative dates offered?
是否可以迅速的确认入住期间可提供房间予客人或者无法提供时可以主动提供另一日期供客人选择？

10
Were a minimum of two room types/rates offered?
至少提供两种房型/价格供客人选择？

11
Did employee attempt to up sell to a higher room category by highlighting its benefits (i.e. size, view, amenities, etc.)?
是否尝试通过房间类型的好处向客人推荐更高级别的房型（例如：大小，景色，令人舒适的程度等）？

12
Did employee clearly state room rate and what it included/excluded (i.e. tax, service, meals etc)?
是否清楚房价及房价所包含的内容（例如：税金，服务费，餐费等）？

13
Did the employee ask for the business (i.e. 'would you like me to make a booking for you')?
是否请求交易（例如：需要帮您做预订吗）？

14
Did employee offer to take down the guest's address details?
是否主动记录客人的地址信息？

15
Did employee obtain guest's telephone number?
是否询问客人的电话号码？

16
Did employee obtain guest's fax number or e-mail address?
是否询问客人的传真号码或者邮箱地址？

17
Did employee request the caller's credit card details and were they repeated back for verification?
是否要求致电者留下信用卡信息并再三重复确认？

18
Did employee explain cancellation policy and if applicable, the
deposit policy?
是否向客人解释预订的取消制度？

19
Did the employee clarify the hotel's smoking policy or clarify the
guest's smoking preference?
是否清楚酒店区域的吸烟政策或者清楚客人是否吸烟？

RESERVATIONS 预定
TOTAL SCORE
0.0%

DATE AND TIME日期和时间:
总分

Reservation - standards….

STANDARD标准
MEET
符合
BELOW
不符
N/A
没有使用
20
Did employee ascertain expected time of arrival and advise the check in time (in the case where the guest was an early arrival)?
是否清楚客人的到达时间或者告知客人酒店的标准入住时间（以防客人需要提前入住）？

21
Did the employee clarify if the guest had any personal preferences (i.e. bed preference)?
是否清楚客人的个人喜好（例如：对床的喜好）？

22
Did employee ascertain if the guest required any transport arrangements?
如果客人需要接送服务，是否有跟客人确定信息？

23
Did the employee promote at least one other hotel facility (i.e. offer to make a dinner or spa reservation)?
是否至少推荐一项酒店设施（例如：建议订餐或者预订SPA）？

24

Did employee repeat and confirm all details of the reservation during or at the end of the call?
在电话预订的过程中或者结束前是否有跟客人重复确认预订信息？

25
Did employee offer reservation number or booking reference?
是否提供预订确认号或者预订确认信？

26
Did the employee offer his/her name at the end of the call for any further assistance required?
员工是否在交谈结束前提供自己的名字给客人，以便客人有其它的需要？

THE EMPLOYEE - BEHAVIOURAL STANDARDS:
员工 - 行为标准

27
Did the employee speak in a considerate, interested and
friendly manner and refrain from using any jargon?
谈吐是否体贴，有趣及友好礼貌，并避免使用一些行话？

28
Did the employee demonstrate good listening skills (i.e. avoid
repetition of questions) and ask additional questions where necessary?
是否表现出好的收听技巧（例如：避免重复客人的问题）和在必要时向客人提出问题？

29
Did employee use the caller's name at least once during the
interaction?
是否在通话中称呼客人的名字？

30
Was the employee’s speech clear and use of English adequate to be fully understood?
是否使用英语时吐字清晰并恰当以被充分的了解？

31
Did the call end with the employee offering a warm and enticing comment regarding the guest's forthcoming stay?
是否在交谈结束前对于即将入住的客人致予真诚的问候？

PRODUCT - CONFIRMATION 产品 - 确认:

32
Did employee automatically offer to send a confirmation?
是否主动发送预订确认信？

33
Was the confirmation received within 24 hours with the hotel's/group's logo and hotel contact details present and was all information within the confirmation correct?
是否在24小时之内可以接收到正确的预订确认信，包括酒店/集团的标志和酒店的联系方式，以及确认信的信息是否都是正确的？

34
Did confirmation promote any other hotel facilities (i.e. restaurants, spa, airport transfers)?
确认信里面是否提供其它的酒店设施（例如：餐厅，水疗，机场接送服务）？

35
Did confirmation explain cancellation charges?
确认信是否解释取消预订的费用？

TOTAL NUMBER OF STANDARDS 标准总数 :
MEET
符合
BELOW
不符
N/A
没有使用

35
0
0
0

0.0%

RECEPTION 接待
TOTAL SCORE
0.0%

DATE AND TIME日期和时间:
总分

Standards that are different from Hotel IQ, are highlighted in yellow.

STANDARD标准
MEET
符合
BELOW
不符
N/A
没有使用

CHECK IN - STANDARDS 办理入住 - 标准:

1
Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?
如果出现排队，客人是否很快得到帮助，是否有员工在他/她走近前台的30秒内用手或者面部表情主动打招呼？

2
If a queue was present was guest offered assistance within one minute of joining it?
如果有客人在排队，他们可以在站在队列的一分钟内得到帮助？

3
Did complete check in take no more than 5 minutes from the time of joining the queue?
从排队等候到办理入住手续的时间总共不超过5分钟？

4
Was registration card prepared in advance with all of the correct information given at the time of reservation present (i.e. address)?
是否提前准备好在预订时提供的所有信息的登记卡（例如：地址）？

5
If a pen was required, was a hotel branded/corporate style pen
provided?
如客人需要用笔，是否提供印有酒店标志的笔？

6
Was the room type, special requests (i.e. bed preference) and
departure date reconfirmed?
是否重新确认房型，特殊要求（例如：床的喜好）和退房日期？

7
Was guest automatically offered a smoking or non smoking room (if applicable and not ascertained during the reservation)?
是否主动为客人提供吸烟或非吸烟房（有合适的而在做预订时又没有确认）？

8
Did employee offer the guest an international/national newspaper
(faxed variety acceptable) for the following morning if guest is staying in a Swissôtel Executive Club room?
如果客人入住行政楼层的房间，是否在入住期间的每个早上提供国际/国内的报纸（可接受的类型）给客人？

9
Did employee arrange porterage assistance?
是否安排行李搬运协助？

10
Did employee arrange for the guest to be escorted to the room (see rooming) and if this was done by a second employee, was that employee introduced to the guest?
如果安排第二位员工护送客人去房间，是否将员工介绍给客人？

11
If room was not ready on arrival, was guest shown to lounge area, offered a complimentary beverage and regularly updated on the situation?
如果房间还没有准备好，客人在大堂的休息区域逗留，是否提供免费的饮料和定时向客人更新情况？

THE EMPLOYEE - BEHAVIOURAL STANDARDS:
员工 - 行为标准

12
Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges?
是否穿着干净的制服，完美合适的鞋子，佩戴名牌？

13
Was the employee’s speech clear and use of English adequate to be fully understood?
是否使用英语时吐字清晰并恰当以被充分的了解？

14
Did the employees smile and display a genuinely warm, friendly and interested manner?
是否微笑并展现出热情友好和礼貌？

15
Did employee use the guest's name at least once during the
interaction?
是否在互动中至少一次称呼客人的名字？

RECEPTION 接待
TOTAL SCORE
0.0%

DATE AND TIME日期和时间:
总分

The employee - behavioural standards continued…

STANDARD标准
MEET
符合
BELOW
不符
N/A
没有使用
16
Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?
是否以任何方式为客人提供个性化服务（文雅的谈吐）？

17
Did the employee make eye contact and give the guest their undivided attention?
目光是否与客人接触并给予一心一意的关注？

18
Did employees respect guest's presence when interacting with each other?
与客人的互动中是否注意其他客人的存在？

19
Did the employee offer a warm and sincere farewell at the end of the interaction?
在互动结束时是否热忱与真诚的与客人告别？

TOTAL NUMBER OF STANDARDS 标准总数 :
MEET
符合
BELOW
不符
N/A
没有使用

19
0
0
0

0.0%

RECEPTION 接待
TOTAL SCORE
0.0%

DATE AND TIME日期和时间:
总分

Standards that are different from Hotel IQ, are highlighted in yellow.

STANDARD标准
MEET
符合
BELOW
不符
N/A
没有使用

CHECK OUT - STANDARDS:退房 - 标准

1
Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?
如果出现排队，客人是否很快得到帮助，是否有员工在他/她走近前台的30秒内用手或者面部表情主动打招呼？

2
If a queue was present was guest offered assistance within one
minute of joining it?
如果有客人在排队，他们可以在站在队列的一分钟内得到帮助？

3
Did complete check out take no more than 5 minutes from the time of joining the queue?
从排队等候到办理退房手续的时间总共不超过5分钟？

4
Prior to presenting the bill, did the employee verify if there were
any last minute charges and post accordingly (i.e. mini bar, breakfast)?
在出账单之前，是否有询问最后一次的消费情况（例如：迷你吧，早餐）？

5
Did employee print folio and present to guest for verification?
是否用对开的纸张打印并出示给客人确认？

6
Was bill clearly itemized in English and was it accurate and complete?
账单是否用英语完整的准确的列出清单？

7
If a pen was required, was a hotel branded/corporate style pen
provided?
如客人需要用笔，是否提供印有酒店标志的笔？

8
Did employee clarify the method of payment and then complete the transaction in a quick and efficient manner?
是否澄清付款方式并快速及高效的完成交易？

9
Was folio presented to guest neatly in a billfold/envelope?
是否将对开的纸张整齐的装进皮夹/信封递给客人？

10
Did employee offer assistance with luggage?
是否协助搬运行李？

11
Did employee offer assistance with onward transport or reconfirm
any prearranged transport?
是否对交通方式提供协助或者重新确认已预订的交通服务？

12
Did employee ask at any point if guest had enjoyed their stay?
如果客人入住非常愉快，是否有询问客人可以打几分？

13
Did the employee offer an invitation to return?
是否邀请客人再次光临酒店？

14
Did employee clarify if the guest was returning to the room and
ensure that the key card remained operational (if applicable)?
是否使客人明白如果重新返回房间门卡还可以使用（适用的话）？

THE EMPLOYEE - BEHAVIOURAL STANDARDS:
员工 - 行为标准

15
Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges?
是否穿着干净的制服，完美合适的鞋子，佩戴名牌？

16
Was the employee’s speech clear and use of English adequate to be fully understood?
是否使用英语时吐字清晰并恰当以被充分的了解？

17
Did the employees smile and display a genuinely warm, friendly and interested manner?
是否微笑并展现出热情友好和礼貌？

RECEPTION 接待
TOTAL SCORE
0.0%

DATE AND TIME日期和时间:
总分

The employee - behavioural standards continued…

STANDARD标准
MEET
符合
BELOW
不符
N/A
没有使用
18
Did employee use the guest's name at least once during the
interaction?
是否在互动中至少一次称呼客人的名字？

19
Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?
是否以任何方式为客人提供个性化服务（文雅的谈吐）？

20
Did the employee make eye contact and give the guest their undivided attention?
目光是否与客人接触并给予一心一意的关注？

21
Did employees respect guest's presence when interacting with each other?
与客人的互动中是否注意其他客人的存在？

22
Did the employee offer a warm and sincere farewell at the end of the interaction?
在互动结束时是否热忱与真诚的与客人告别？

TOTAL NUMBER OF STANDARDS 标准总数 :
MEET
符合
BELOW
不符
N/A
没有使用

22
0
0
0

0.0%

ROOMING 房间
TOTAL SCORE
0.0%

DATE AND TIME日期和时间:
总分

Standards that are different from Hotel IQ, are highlighted in yellow.

STANDARD标准
MEET
符合
BELOW
不符
N/A
没有使用

ROOMING THE GUEST - STANDARDS 客房 - 标准:

1
Did an employee escort the guest to his/her room?
是否有员工护送客人回到他/她的房间吗？

2
Did the employee engage in polite, unobtrusive conversation with the guest?
员工是否与客人有礼谦虚地对话？

3
Was the employee’s speech clear and use of English adequate to be fully understood?
员工能清楚运用并充分理解英语吗？

4
Did the employee ascertain if it was the guest's first visit to the hotel and if it was were the locations of the restaurants, bars and health spa/fitness facilities pointed out (should be offered as opposed to automatic for returning guests)?
员工能弄清客人是否首次入住，是否知道餐厅，酒巴，健身中心的位置(是否应该提供不同于常客的服务）？

5
Was the key card operation explained (where required)?
能说明房卡的使用（哪里需要）？

6
Once at the room did the employee offer the option of a room orientation?
员工能提供给客人房间方向的选择吗？

7
Did the employee point out heating/air-conditioning controls?
员工能指出暖气/空调的开关控制吗？

8
Did employee explain any complex technical aspects of the room (i.e. electric curtains, audiovisual equipment, shower controls,
etc.)
员工能解释房间所有复杂的技术方面的问题（例如：电子窗帘、音像设备、淋浴开关等）

9
Did employee advise how the internet could be accessed in the room (i.e. via Wi-Fi or cable) and who to contact for technical assistance?
员工能告知应如何在房间连通因特网（例如：无线路由器或有线网络）和出现技术问题时应联系谁？

10
Did employee point out location of in room bar (if not in a prominent position) and mention any complimentary offerings (if applicable)?
员工能指出房间具体

11
Did employee mention the valet/laundry services?
员工能说出洗衣服务吗？

12
Did employee point out any master switches for lighting (if applicable)?
员工能指出任何电灯的主要的开关（如果可以的话）？

13
Did employee point out location of hairdryer (if necessary)?
员工能指出风筒的位置（如果有需要的话）？

14
Did employee point out directory/room service menu?
员工能指出黄页/送餐服务菜单吗？

15
Did employee point out in room safe?
员工能指出房间里的保险箱吗？

16
Did the employee offer any additional service before departing
(i.e. pressing, coffee/tea, etc.) and offer his/her name and/or a contact number?
员工对即将离店的客人能提供额外的服务（例如：净烫，咖啡/茶等）和提供他/她的名字或电话号码？

TOTAL NUMBER OF STANDARDS 标准总数 :
MEET
符合
BELOW
不符
N/A
没有使用

16
0
0
0

0.0%

PORTER/DOORMAN 门童
TOTAL SCORE
0.0%

DATE AND TIME日期和时间:
总分

Standards that are different from Hotel IQ, are highlighted in yellow.

STANDARD标准
MEET
符合
BELOW