(最详细)酒店开业检查表

1、开业检查细表,序号,大类,小类,检查项目,检查标准,应得,判断,实得,备注,得分率,1,VI标准,外立面形象,店招、侧招、顶招,符合VI标准、设备完好、按时开关,10,合格,0.0%,2,外立面,外立面完好无破损，陈旧，色差,10,合格,0.0%,3,公共区域指示牌,符合市场部VI标准，按照运营部规范高度安装；指向明确有效；安装牢固；,10,合格,0.0%,全面整改4,停车指示,如门店有停车场，须按市场部规范制作停车指示，直观有效保证带车客人看到；安装牢固；,10,合格,0.0%,缺省5,门禁、梯控,提示牌内容与指向明确有效；符合市场部VI标准，按照运营部规范高度安装；,10,合格,0.0%,

2、6,大堂饮料机,按公司指定型号，面板符合VI标准,10,合格,0.0%,7,楼层电话指示牌请拨“0”与总台联系,由采购部统一订购，规格质量符合市场部规范要求并安装在电话面包机旁左或右30mm处；安装端正牢固；,10,合格,0.0%,8,电梯按钮面板温馨提示牌,按市场部规范要求制作，并安装在电梯厅面板上，安装端正牢固；中英文表述准确无差错；,10,合格,0.0%,9,公关广告用品,按市场部规范要求制作酒店单页、店卡、时租房卡、打火机；采购部统一配送的雨伞和铅笔均须符合市场部VI规范要求；,10,合格,0.0%,10,前台用品规范,房卡、房卡贴、资料架标示、行李卡、便签纸、感谢封均有采购部统一配送

3、，规格质量符合市场部规范要求；,10,合格,0.0%,11,事务用品,名片、word模板、传真模板、PPT模板均须按市场部统一规范要求,10,合格,0.0%,12,店内宣传物,电梯海报、走廊广告牌、易拉宝/展架、水牌、前台资料架、前台立牌、桌上小立牌、橱窗海报均须按照市场部统一规范店内宣传物规范制作并展示；,10,合格,0.0%,13,餐厅内物品标示,餐厅所用的纸杯、餐牌、早餐券均须符合市场部规范要求,10,合格,0.0%,14,企业文化牌,按照市场部规范要求制作，放置在后场合适位置；安装端正牢固；,10,合格,0.0%,15,客房用品,安全疏散示意图,按照市场部VI规范，由采购部统一制作配送

4、，按门店实际情况达到指示明确有效；安装端正牢固；,10,全面整改,0.0%,16,卫生间内标示,“请使用防滑垫，小心地滑”、推拉标示,10,合格,0.0%,17,卧室内标示,请勿吸烟、请勿在床上吸烟、请锁好防盗扣(链)、禁烟标示(无烟房)、更换毛巾指示牌、更换被套指示牌、请勿打扰牌,10,合格,0.0%,18,各类开关,按VI规范，能区分用途；,10,合格,0.0%,19,各类用品,电话机面板、三巾、洗漱用品盒、沐浴露盒、水杯、漱口杯、针线包,10,合格,0.0%,190,0,0.0%,20,公共区域,大堂、公共区域,楼顶、外场、地下室,干净、整洁、无杂物堆放，有排水设施；,10,合格,0.0

5、%,21,大门、玻璃,开闭自如，无破损、门楣无蛛网、积灰，玻璃清洁明亮,10,合格,0.0%,22,地面,地面色调符合标准、平整、无破损，干净、无灰尘、污渍，角落无小垃圾,10,合格,0.0%,23,墙面,墙面颜色一致、色调符合标准、无开裂、破损，无灰尘、污渍、蛛网,10,合格,0.0%,24,窗台,窗台干净；无灰尘、污渍，角落无小垃圾,10,合格,0.0%,25,吊顶,吊顶（含灯具、排风）干净、整洁；表面无灰尘、污渍、蜘蛛网，,10,合格,0.0%,26,照明,照明完好，照度合理，能区分区开关,10,合格,0.0%,27,沙发、家具,无破损、脱漆、开裂、符合统一标准，沙发靠垫弹性舒适美观；大

6、堂休息区家具干净、无污渍，沙发套无污渍、陈旧感,10,合格,0.0%,28,装饰画,装饰画框安装牢固、端正、无破损,10,合格,0.0%,29,书架,式样符合统一标准、无破损,书籍、杂志摆放符合标准,10,合格,0.0%,30,伞架,完好无破损、锁具灵活有效、钥匙齐全、根据天气正确使用,10,合格,0.0%,31,防水防尘地垫,完好无破损，大小适中；,10,合格,0.0%,32,贵重物品保险箱,位置摆放符合规定、开启手续符合规范、钥匙摆放符合规范,10,合格,0.0%,33,空调,空调位置适当、工作正常、无异声、室温符合量化手册标准。,10,合格,0.0%,34,背景音乐,指定背景音乐，且按规

7、定时间段播放，音量适中,10,合格,0.0%,35,小商品柜,无积灰、摆放整齐；不售“三无产品”，包装无破损、商品要有标识、食品在保质期内,10,合格,0.0%,36,烟缸、烟桶,位置适当、烟桶完好，烟缸、烟筒表面干净，内筒定时清理、清洗,10,合格,0.0%,37,楼梯,楼梯扶手、台阶干净、无灰尘、垃圾、污渍,10,合格,0.0%,38,绿色植物,干净、表面无灰尘、无枯枝败叶，花盆内无垃圾，托盘无垃圾,10,合格,0.0%,39,电梯,有检验合格证书且在有效期内、设备完好、运行正常、照度适中、电梯内外按键使用有效、有三方通话和应急呼叫系统；电梯内干净，轨道槽内无垃圾,10,合格,0.0%,2

8、00,0,0.0%,40,前台,地面、窗台,地面、窗台干净；无灰尘、污渍，角落无小垃圾,10,合格,0.0%,41,空调,空调干净；无灰尘、污渍，出风口过滤网定期清洁,10,合格,0.0%,42,总台布置,内部分隔符合使用、高度符合标准、插座接线符合规范、家具牢固,10,合格,0.0%,43,总台及配备设备,设施设备按运营标准配备齐全；总台工作区域干净、无灰尘、垃圾，抽屉内无杂物，有序摆放,10,合格,0.0%,44,糖、茶自助盒（仅）,式样符合统一标准、无破损,10,合格,0.0%,45,电源开关、插座,能正常使用，无灰尘、污渍,10,合格,0.0%,46,装饰画,完整无破损，无积灰、污渍,

9、10,合格,0.0%,47,前台办公区,前台办公区整洁卫生、无垃圾、杂物，前台办公区禁烟,10,合格,0.0%,48,行李房,行李摆放整齐，存取记录完整；清洁、无灰尘、垃圾、杂物,10,合格,0.0%,90,0,0.0%,49,楼层及走道,门窗及配件,门窗开闭自如、配件齐全、无破损、松动,10,合格,0.0%,50,地面或地毯,地面平整、无破损，地毯无卷边、无破损,10,合格,0.0%,51,墙面,墙面颜色一致、无开裂、破损，凸角处有不锈钢护角边条,10,合格,0.0%,52,照明,照明完好，照度合理，能分区开关,10,合格,0.0%,53,装饰画、宣传画,画框安装牢固、端正,10,合格,0.

10、0%,54,相关指示牌,位置适当、指示明确、楼层走廊的房间指示牌上的房间号标示与所指示的房间位置相符、无烟楼层有无烟指示牌,10,合格,0.0%,55,立式烟桶,位置适当、烟桶完好,10,合格,0.0%,56,应急通道,应急指示完整，消防门能自动关闭且完好、无破损；,10,合格,0.0%,57,消防设施设备,设备完好，无破损污迹，能正常使用，按运营规范管理,10,合格,0.0%,90,0,0.0%,58,公共卫生间,门窗及配件,门窗开闭自如、配件齐全、无破损、外门安装闭门器,10,合格,0.0%,59,墙面,墙面颜色一致、无开裂、破损、无灰尘、污渍,10,合格,0.0%,60,地面,地面平整、

11、无破损；地面干净、无灰尘、污渍、干燥、无虫害,10,合格,0.0%,61,照明,照明完好，照度合理,10,合格,0.0%,62,梳妆镜,完好，安装牢固、端正、无灰尘、污渍,10,合格,0.0%,63,洁具、感应器,洁具无开裂、漏水、便池感应器及抽水正常；洁具清洁、卫生、干燥，五金件光亮,10,合格,0.0%,64,垃圾筒,摆放位置准确,10,合格,0.0%,65,挂衣钩、厕架,挂衣钩、厕架安装牢固，位置适宜，卷纸摆放到位，数量充足，纸托架干净、无污渍,10,合格,0.0%,66,烘干机、擦手纸,安装牢固、使用方便,10,合格,0.0%,67,换气扇,换气扇工作正常、无噪音、空气通畅,10,合格

12、,0.0%,68,冷热水龙头,开闭自如、流量适中、开向明确，面池塞使用灵活、下水通畅,10,合格,0.0%,69,地漏,地漏排水顺畅、清洁无异味,10,合格,0.0%,70,卫生间空气,卫生间空气清新无异味,10,合格,0.0%,71,电源开关、插座,无灰尘、污渍,10,合格,0.0%,140,0,0.0%,72,客房区域,客房设施,噪音,客房安静、无噪音,10,合格,0.0%,73,客房门及附属品,客房门及附属品无变形、脱漆，开闭自如、隔音性能良好、限位正确,10,合格,0.0%,73,防盗链,防盗链安装牢固、无损坏、位置适中、长度合适、起到防护作用,10,合格,0.0%,74,猫眼,高低适

13、中、有效防止窥视,10,合格,0.0%,74,防火疏散图,防火疏散图位置明显、指示明确、符合标准,10,合格,0.0%,75,窗帘杆、轨道,窗帘杆安装牢固、滑动自如,10,合格,0.0%,75,窗帘及窗纱,窗帘、窗纱平整、自然下垂，无破损、脱钩、陈旧,10,合格,0.0%,76,窗户,窗户开闭自如、玻璃无破损，窗锁完好、窗户隔音良好,10,合格,0.0%,76,灯具,灯具有效、无损坏，照度适中,10,合格,0.0%,77,开关,开关无破损、打火、划痕、安装牢固、用途标识明确,10,合格,0.0%,77,取电器,取电器接触良好，安装牢固、无划痕、损坏,10,合格,0.0%,78,电源插座,安装牢

14、固与墙面无缝、插接紧密、面板端正无损、指示准确，安装位置合适，能正常使用,10,合格,0.0%,78,电视机及遥控器,电视机摆放稳定，清晰度正常、节目设置符合标准，遥控板完好、遥控功能正常，音量设置合适,10,合格,0.0%,79,网络,客房具有双网口或无线覆盖，正常使用、网速正常,10,合格,0.0%,79,空调机及遥控器,空调机工作正常、无噪音、遥控完好有效,10,合格,0.0%,80,墙面,墙面无明显开裂、脱漆，颜色区域一致、色调符合规范,10,合格,0.0%,80,踢脚线,不起壳、接缝平整严密,10,合格,0.0%,81,地毯或地板,地毯无起毛、无卷边；地板平整、无破损划痕、无松动起壳

15、,10,合格,0.0%,81,行李架（柜）,行李架（柜）牢固、无变形、脱漆、无破损、划痕,10,合格,0.0%,82,床头板,床头板安装牢固，无变形、脱漆、无破损、划痕,10,合格,0.0%,82,床头柜,床头柜安装牢固、平稳，无脱漆、无破损、划痕、开裂,10,合格,0.0%,83,床箱床垫,床箱床垫牢固平稳无凹陷、无异声、断裂、缺腿，床垫弹性符合要求且按规范编号，大小合适、平整、铺床规范、数量正确,10,合格,0.0%,83,储物柜,储物柜安装牢固，无开裂、脱漆、损坏,10,合格,0.0%,84,台桌,台桌面牢固平稳，无开裂、脱漆；玻璃完好；茶具配备齐全,10,合格,0.0%,84,椅子,牢

16、固、稳定，无开裂、无脱漆、无开线、无破损,10,合格,0.0%,85,垃圾筒,符合标准、摆放位置准确。套在上面的垃圾袋大小合适，打结处朝内,10,合格,0.0%,85,装饰画,安装牢固、完好、悬挂平整,10,合格,0.0%,86,电话线,电话线路无噪音、压线牢固、面板安装牢固端正,10,合格,0.0%,86,电话机,电话号码正确，按键操作正常，提示标签完好、符合规范,10,合格,0.0%,87,挂衣板(衣柜),安装牢固、位置适当,10,合格,0.0%,300,0,0.0%,88,卫生间设施,浴室门,浴室门无变形、脱漆、开闭自如、朝向准确、门吸位置合理,10,合格,0.0%,89,门锁,门锁开闭

17、灵活、安装牢固、无故障,10,合格,0.0%,90,挂衣杆（钩）,挂衣杆（钩）安装牢固、位置符合标准；镀件明亮,10,合格,0.0%,91,座便器,座便器无损坏、漏水、抽水正常、底边密封良好,10,合格,0.0%,92,台盆,台盆无开裂、漏水、溢水口有效；冷热水标示明确且符合标准、水流适中；面池塞灵活有效、下水通畅,10,合格,0.0%,93,洗面镜,洗面镜无破损、安装牢固、无花斑划痕,10,合格,0.0%,94,卷纸架,卷纸架安装牢固、使用方便,10,合格,0.0%,95,皂架,皂架安装牢固、无破损、位置适当,10,合格,0.0%,96,毛巾架,安装牢固、镀件明亮,10,合格,0.0%,97

18、,沐浴盒,完好，使用方便正常、无漏液。标贴完整清晰。,10,合格,0.0%,98,换气扇,换气扇安装牢固、换气正常、无噪音,10,合格,0.0%,99,淋浴喷头、水流,淋浴喷头位置适合、安装牢固、镀件明亮；淋浴水流畅通，水温、水量、热水出水时间达到标准,10,合格,0.0%,100,淋浴玻璃门,玻璃门开启灵活，塑料吸条有效、防水有效无渗漏，玻璃门无破损，平开门粘贴推拉标志。,10,合格,0.0%,101,插座,插座接线规范、安装牢固、端正，无破损、插拔自如；需为防水插座；,10,合格,0.0%,102,灯具,灯具位置合理有效，无损坏，照度符合标准；需为防水、防雾灯,10,合格,0.0%,103

19、,地面,地面平整、无破损，周边防水处理有效,10,合格,0.0%,104,墙面,墙面瓷砖无破损起壳、区域颜色一致,10,合格,0.0%,105,地漏,地漏排水顺畅、无异味,10,合格,0.0%,106,吊顶,平整、无开裂、检查口处理符合规范,10,合格,0.0%,190,0,0.0%,107,客房卫生,空气,客房空气清新达到标准、卫生间无异味,10,合格,0.0%,108,门及附属件,门牌、门锁、门套等干净，无灰尘、污渍,10,合格,0.0%,109,电器插座面板,电器插座面板干净、无灰尘、污渍,10,合格,0.0%,110,取电器面板,取电器面板干净、无灰尘、污渍,10,合格,0.0%,11

20、1,客房所有的灯具,客房所有的灯具干净、无灰尘、污渍、虫尸、胶印,10,合格,0.0%,112,客房内镜子,客房内镜子干净、无灰尘、污渍,10,合格,0.0%,113,客房内墙面,墙面无灰尘、污渍、蛛网,10,合格,0.0%,114,装饰画,无积灰、污渍,10,合格,0.0%,115,烟灰缸,烟灰缸表面干净，无灰尘、垃圾,10,合格,0.0%,116,椅、沙发、茶几,桌椅干净、清洁、无油污，桌椅摆放整齐,10,合格,0.0%,117,窗帘及相关设施,窗帘、窗纱、窗台干净、无灰尘、污渍、窗台角落无小垃圾、虫尸、蜘蛛网，窗帘、窗纱无严重变色、无破损，窗玻璃定期清洁,10,合格,0.0%,118,挂

21、衣板(衣柜),无积灰、污渍,10,合格,0.0%,119,衣裤架,无积灰、污渍,10,合格,0.0%,120,电话机,无积灰、污渍,10,合格,0.0%,121,电视机和遥控器,无积灰、污渍,10,合格,0.0%,122,床头(储物)柜,干净、无灰尘、垃圾，摆放物品整齐、统一,10,合格,0.0%,123,空调和遥控器或中央空调,空调和遥控器或中央空调进出风口干净、无灰尘、污渍、垃圾，出风口、滤网定期清洁,10,合格,0.0%,124,地板（地毯）,地板（地毯）干净、无灰尘、污渍、无垃圾、无毛发,10,合格,0.0%,125,垃圾筒,客房垃圾筒内外干净、无灰尘、污渍、垃圾,10,合格,0.0%

22、,126,杯具,杯具清洁、卫生、干燥、无污渍,10,合格,0.0%,127,卫生间洁具,洁具清洁、卫生、干燥，五金件光亮,10,合格,0.0%,128,淋浴房,无灰尘、水渍、污渍、毛发；硅胶条平整，无霉迹,10,合格,0.0%,129,皂架,皂架干净、无灰尘、污渍、镀件光亮,10,合格,0.0%,130,卷纸架,卷纸架干净、无灰尘、污渍，卫生纸按标准折叠,10,合格,0.0%,131,物料盒,干燥、无灰尘、污渍，标识符合标准,10,合格,0.0%,132,棉织品,床上用品干净整洁；无污渍、无毛发、无破损、杂物、褶皱、异味；,10,合格,0.0%,133,三巾,干净、无污渍、无毛发，无破损掉线，

23、无色差，按标准折叠,10,合格,0.0%,134,吊顶（排风扇）,吊顶干净、整洁；表面无灰尘、污渍、胶迹、建筑痕迹，蜘蛛网,10,合格,0.0%,135,卫生间墙面,表面无灰尘、污渍、蜘蛛网，,10,合格,0.0%,136,卫生间地面,卫生间地面干净、无灰尘、污渍、垃圾、毛发，建筑痕迹，地漏无异味、虫尸,10,合格,0.0%,酒店客用品,棉织品,300,0,0.0%,137,面巾,折叠规范、位置摆放正确、无破损毛边，柔软度适中、数量正确,10,合格,0.0%,138,地巾,位置摆放正确、无破损、数量正确,10,合格,0.0%,139,床单,干净、无污渍、无毛发，无破损，无明显变色，每日领用、洗

24、涤、回收有记录；有每月报损表记录；,10,合格,0.0%,140,枕套,干净、无污渍、无毛发，无破损，无明显变色，每日领用、洗涤、回收有记录；有每月报损表记录；,10,合格,0.0%,141,被套,干净、无污渍、无毛发，无破损，无明显变色，每日领用、洗涤、回收有记录；有每月报损表记录；,10,合格,0.0%,142,被芯,被芯按季节厚薄两种、无破损，柔软度符合标准、数量正确,10,合格,0.0%,143,枕芯,分软枕和荞麦枕两种、摆放正确、无破损，饱满，数量正确为每床一荞麦枕，一软枕；酒店1.5M以下床位，每床一荞麦枕，一软枕；1.5M以上(含1.5M)为每床两荞麦枕，两软枕；,10,合格,0

25、.0%,70,0,0.0%,144,客用品,客房垃圾桶,客房垃圾桶位置摆放正确、无破损、使用统一式样、数量正确,10,合格,0.0%,145,牙刷/牙膏,完好、颜色和质量符合要求、摆放规范、无破损、数量正确,10,合格,0.0%,146,木梳,摆放规范、无破损、数量正确,10,合格,0.0%,147,浴帽 ,摆放规范、无破损、数量正确,10,合格,0.0%,148,小香皂,摆放规范、无破损、数量正确,10,合格,0.0%,149,皂碟,完好、无破损、位置摆放符合规范,10,合格,0.0%,150,铅笔,摆放规范、无破损、数量正确,10,合格,0.0%,151,便签纸,数量正确、无破损、无褶皱,

26、10,合格,0.0%,152,拖鞋,摆放规范、无破损、有包装、数量正确,10,合格,0.0%,153,袋泡茶（仅为酒店）,包装完好；摆放规范；数量正确；品牌、质量符合要求；,10,合格,0.0%,154,网线,网线质量、长度符合要求、按网口配备网线,10,合格,0.0%,155,垃圾袋,质量完好、无破损,10,合格,0.0%,156,衣(裤)架,质量完好、数量齐全、位置摆放规范,10,合格,0.0%,157,防滑垫,防滑垫质量完好、位置在淋浴下水正中、无破损、无霉斑,10,合格,0.0%,158,洗发、沐浴液,洗发液质量符合要求，液量充足,10,合格,0.0%,159,烟缸,无破损，摆放位置正

27、确，大小尺寸符合统一标准,10,合格,0.0%,160,请勿打扰牌,摆放、位置、符合规范，无破损、褶皱,10,合格,0.0%,161,用品盒,完好、摆放规范、无破损、有包装、数量正确,10,合格,0.0%,162,卷纸,纸质符合要求、纸量充足、折叠符合要求,10,合格,0.0%,163,糖缸、糖果,无烟房按运营标准放置糖缸、糖果,10,合格,0.0%,200,0,0.0%,164,员工区,员工餐厅,能和员工人数相匹配。装修结束，投入使用。墙、地面选用经济合适的材料。照明良好，使用的配件和装修标准低于客房，但简洁耐用。,10,合格,0.0%,165,员工更衣室,10,合格,0.0%,166,员工

28、浴室,10,合格,0.0%,167,办公室,10,合格,0.0%,40,0,0.0%,168,商务服务,免费,借用物品服务,（插座、熨斗和烫板、吹风机等）免费借用物品配比合理，功能完好无损坏，无灰尘、污渍，电线按规范整理，借用手续符合规范,10,合格,0.0%,169,贵重物品寄存,寄存符合规范、开启符合手续、制度、钥匙安全保管,10,合格,0.0%,20,0,0.0%,170,收费标准,商务服务,（复印、打印、收发传真等）价格符合前台手册中商务服务的规定，操作符合前台手册要求规范,10,合格,0.0%,171,小商品服务,有价目牌明码标价，质量符合要求,10,合格,0.0%,172,早餐服务

29、,早餐收费符合公司规定；须符合公司2008013管理执行文件自助餐菜单价格调整,10,合格,0.0%,173,洗衣服务,洗衣服务有洗衣单，明码标价；与供应商建立明确的洗涤协议,10,合格,0.0%,174,客房电话收费,总台有价目表，PMS能自动计费,10,合格,0.0%,175,其它服务项目,项目及价格经过审批核准；涉及合作单位需相关书面协议（协议签订须符合法务部出台的酒店集团合同审批流程）,10,合格,0.0%,60,0,0.0%,176,服务质量,前台服务,在接待中主动招呼客人,10,合格,0.0%,177,在接待中有微笑,10,合格,0.0%,178,能以姓尊称宾客,10,合格,0.0

30、%,179,能提供信用卡服务，操作符合规范,10,合格,0.0%,180,能提供代客洗衣服务，操作符合规范,10,合格,0.0%,181,前台操作熟练、速度符合规范标准,10,合格,0.0%,182,及时准确地完成前台的各项接待服务工作,10,合格,0.0%,183,对客服务中使用敬语，并双手递送账单、资料、物品,10,合格,0.0%,184,规范处理客人投诉、妥善处理各种突发事件,10,合格,0.0%,185,前台实现PMS制门卡功能，员工掌握；门锁软件制门卡的功能由店长控制,10,合格,0.0%,186,预订操作程序准确，参照电话暗访模板,10,合格,0.0%,187,散客入住操作程序准确

31、(现行标准参照2008031业务执行文件快速入住操作规范),10,合格,0.0%,#REF!,离店结账操作程序准确，标准参照前台手册以及2008033业务执行文件免查退房操作规范,10,合格,0.0%,#REF!,建立顾客常问问题手册,10,合格,0.0%,#REF!,向客人道别亲切自然，并能指示方向,10,合格,0.0%,150,0,0.0%,#REF!,客房服务,做好客房清洁服务的事前准备工作,10,合格,0.0%,#REF!,所有员工进入楼层对讲机均须佩戴耳机,10,合格,0.0%,#REF!,客房清洁符合程序和规范,10,合格,0.0%,#REF!,及时、准确、规范的填写客房清洁工作单

32、,10,合格,0.0%,#REF!,在对客服务中能够做到主动、热情、微笑、礼貌,10,合格,0.0%,#REF!,及时、准确的满足客人提出的服务要求、操作符合规范,10,合格,0.0%,#REF!,妥善、规范的处理客房异常情况和突发事件,10,合格,0.0%,#REF!,客用品的使用、棉织品的管理、清洁工具的保管符合管理要求,10,合格,0.0%,80,0,0.0%,#REF!,电话服务,电话铃响三声内接听，并用礼貌用语向客人问好,10,合格,0.0%,#REF!,叫醒服务准确、及时、规范；做到两次叫醒并记录,10,合格,0.0%,#REF!,全面、准确记录客人的预订信息,10,合格,0.0%

33、,#REF!,预订中问候、介绍、服务主动,10,合格,0.0%,#REF!,全面、准确地接受客人电话留言，并及时通知客人,10,合格,0.0%,#REF!,熟记酒店相关信息常用分机电话,10,合格,0.0%,#REF!,转接电话必须问清客人的姓名，核对无误，征得客人同意后方可转接,10,合格,0.0%,#REF!,转接电话遇客人等候、占线时要礼貌地向客人致歉,10,合格,0.0%,#REF!,电话中重要信息，需复述确认,10,合格,0.0%,#REF!,礼貌道别并致谢,10,合格,0.0%,#REF!,已对电话系统进行电话设置晚上22：00次日早7：00门店使内、外线不能直接拨打入房间，必须通

34、过总台转接。,10,合格,0.0%,110,0,0.0%,#REF!,行为规范,着装整齐，衣扣齐全扣好，鞋子符合要求,10,合格,0.0%,#REF!,所有员工(包括店长)佩戴工号牌，工号牌佩戴符合公司制作和佩戴要求,10,合格,0.0%,#REF!,头发、面容、鬓角符合公司要求,10,合格,0.0%,#REF!,仪容大方，不留长指甲，不涂色,10,合格,0.0%,#REF!,女士淡妆打扮，不戴手镯、手链及夸张头饰,10,合格,0.0%,#REF!,手势自然、适度,10,合格,0.0%,#REF!,站立端正，眼睛平视，表情自然大方,10,合格,0.0%,#REF!,服务员在接待中面带微笑，神情

35、自信,10,合格,0.0%,#REF!,使用礼貌用语、规范敬语,10,合格,0.0%,#REF!,员工主动向宾客打招呼，行走轻稳,10,合格,0.0%,100,0,0.0%,#REF!,内部管理,前台,交接班记录,按规范交接，交接记录认真、清楚，有双方交接签字,10,合格,0.0%,#REF!,房态核对,客房与前台定时核对房态（包括日房），房态差异及时处理、有记录,10,合格,0.0%,#REF!,住宿登记和保管,内外宾登记符合规定。按政府职能部门要求装订和保管。有公安信息传送系统的，能按照规范准确进行信息录入。,10,合格,0.0%,#REF!,钥匙管理,酒店总卡由店长保管；客房机械钥匙、管

36、理钥匙抽查核对数量齐全无短缺；设立1号和2号钥匙箱；一套客房钥匙与后台管理钥匙存入相应钥匙箱；其他整套客房机械钥匙（或客房万能机械钥匙）、贵重物品保管箱另外一套钥匙，封包入保险箱妥善保管；建立钥匙领用归还记录本，所有钥匙借用归还记录准确无误；借用的备用钥匙必须当日归还(特殊情况的需说明原因);钥匙箱内整齐干净，标示清晰;标准参照公司执行文件2008024酒店钥匙管理制度,10,合格,0.0%,#REF!,遗留物品处理,有专门的存放地点。有专用记录本。遗留物品分三月存放，并有相应标示，有标签记录捡拾人、捡拾日期和房号信息。,10,合格,0.0%,#REF!,行李寄存,行李存放处安全、整洁，拿取方

37、便。行李价目查询前台手册,10,合格,0.0%,#REF!,换房,使用房型、房价变更记录单，并规范填写保管,10,合格,0.0%,#REF!,开门服务,凭开门单开门，开门单规范保管,10,合格,0.0%,#REF!,医药箱,标准参照公司2009004业务执行文件前台医药箱的配置配备医药箱，前台人员掌握规范使用药品的程序。药品和急救用品配备充足且在有效期内。,10,合格,0.0%,#REF!,员工培训,有培训计划(开业培训、考核、员工基础培训，员工入职培训、考核)，培训内容切合实际，正常开展培训，培训有记录和考核,10,合格,0.0%,100,0,0.0%,#REF!,客房,棉织品管理,有效控制

38、棉织品使用质量，规范处理缺损，定期盘点，定期处理溢缺，做到帐物相符。收发记录准确，清点场所合适，运送线路合理。,10,合格,0.0%,#REF!,客用品管理,有耗用记录，定量发放，每月有实际耗用与客房销售比较分析，客用品耗量合理,10,合格,0.0%,#REF!,客房钥匙管理,客房钥匙有交接手续，客房钥匙要有防盗、防遗失措施，安全保管和携带,10,合格,0.0%,#REF!,大清洁、计划卫生的安排,有大清洁和计划卫生的制度，有计划和记录，大清洁和计划卫生的质量符合要求,10,合格,0.0%,#REF!,工作车,工作车整洁完好，物品摆放整齐。打扫房间及下班后工作车定位准确。,10,合格,0.0%

39、,#REF!,清扫工具,按规定配备拖把、扫帚、工作篮、清洁剂、抹布、百洁布等工具和清扫用品。服务员按规范使用。,10,合格,0.0%,#REF!,杯具消毒,员工按规范程序完成杯具消毒,10,合格,0.0%,#REF!,客房检查,有分级检查制度，各级检查要有详细记录，检查结果纳入员工质量考核、与奖金分配挂钩,10,合格,0.0%,#REF!,员工培训,有培训计划，培训内容切合实际，正常的开展培训，培训要有记录和考核,10,合格,0.0%,#REF!,员工考核,要有明确的考核标准，要有员工表现记录，考核与奖金分配挂钩,10,合格,0.0%,100,0,0.0%,#REF!,餐饮,餐券管理,按前台手

40、册的规定制作餐券统计表,10,合格,0.0%,#REF!,自助早餐标准,菜品内容及质量须符合运营部执行文件2008013管理执行文件自助餐菜单价格调整,10,合格,0.0%,#REF!,员工培训,有培训计划，培训内容切合实际，正常开展培训，培训有记录和考核,10,合格,0.0%,30,0,0.0%,#REF!,安全管理,消防安全,消防制度,已建立消防档案、初期火灾补救预案、紧急疏散预案；已建立消防监控接警记录本、重点部位巡查记录表、安全会议记录表；新员工上岗前经过安全培训并存有记录。,10,合格,0.0%,#REF!,消防设备实施,1.消防报警主机设置前台。2.消防报警主机功能完好，显示中文报

41、警地址。3.消防水/喷淋水泵完好，管道有水源。4.墙式消火栓管道有水源。5.安全门开启方向正确。6.灭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 （保存畅通） 2、安全门 （不上锁，不堵塞） 3、逃生指示灯 （完好，指示方向正确） 4、应急灯 （完好，拔掉插座自己会亮，时间标准为不低于20分钟） 5、防火卷帘门 （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,当地公安要求的记录簿应及时认真填写存放备查；伤亡、斗殴、报失、抢夺、恐怖、诈骗等预案建立，培训到位且有培训记录；建立重点部位巡查记录表；建立现金、票据、等重要物品使用、保管