集团运营审计评分表最新版.xls

7235041c395457d0ae428c0f5347b21a xlsGeneralPage 2 of 83 SUMMARY 概概述述 2nd Last3rd Last scoreLast Audit AuditAuditAverageChange 得分 上一轮访查 上二轮访查 上三轮访查 平均分差异 Arrival Departure 抵店 离店0 00 00 00 0 DIV 0 DIV 0 Hotel Room酒店客房0 00 00 00 0 DIV 0 DIV 0 Public Area公共区域0 00 00 00 0 DIV 0 DIV 0 Food and or offers assistance to make return Hotel reservation or forward booking at next Jin Jiang 邀请客人今后再次入住酒店 主动为客人预订下次 入住提供帮助 或者推荐其入住其他成员酒店 1 10 12 Check out procedure is complete within 5 minutes 退房手续五分钟内完成 1 10 13 Has polite and helpful manner 言谈举止彬彬有礼 能为客人提供帮助 Check Out Total 退退房房总总分分 0000 7235041c395457d0ae428c0f5347b21a xls1 Arrival uses eye contact and smiles 举止热情 微笑并保持眼神接触 4 1 15 Any a la carte item is brought within 10 minutes of ordering NA if guest advised of longer preparation time 零点点单后的10分钟内所有菜肴上齐 除非客人要求 菜肴烹饪时间加长 4 1 16 Correct order is served 正确记录点菜 4 1 17 Plates cleared promptly 及时清理餐盘 4 1 18 Used cutlery removed when plates cleared 清理餐盘时 使用过的餐具也要拿走 4 1 19 Guest does not have to request cutlery promptly replenished 无需客人要求 及时补充或提供第2套餐具 4 1 20 Associate offers and pours Tea Coffee refill if applicable and replenishes iced water and or juice 主动为客人更换 补充茶水 咖啡 若有必要 补充 冰水 橙汁 4 1 21 Bill is placed on the table after ordering buffet automatically 自助餐点单后即将账单放在桌上 4 1 22 Bill is presented after coffee for Ala Carte automatically 若为零点 账单在上了咖啡之后再呈上 4 1 23 Bill is accurate 账单准确 4 1 24 Associate thanks guest with appropriate comment 用恰当的方式感谢客人 4 1 25 Uses guest name at least once after information on billing 7235041c395457d0ae428c0f5347b21a xls4 Food and encourage them to return as they depart pleasant closing service 宾客离开时餐厅时 员工应向宾客致谢并欢送 欢迎客人 再次光临 7235041c395457d0ae428c0f5347b21a xls4 Food uses eye contact and smiles 举止热情 微笑并保持眼神接触 4 5 11 Staff are knowledgible and well trained 员工业务熟练 培训到位 4 5 12 Associate helpful and knowledgeable about menu buffet 员工熟悉菜单和自助餐 能为客人点单提供帮助 4 5 13 Plates cleared promptly 及时清理餐盘 4 5 14 Used cutlery removed when plates cleared 7235041c395457d0ae428c0f5347b21a xls4 Food BeveragePage 65 of 83 清理餐盘时 使用过的餐具也要拿走 4 5 15 Guest does not have to request cutlery promptly replenished 无需客人要求 及时补充或提供第2套餐具 4 5 16 Associate offers and pours Tea Coffee refill if applicable and replenishes iced water and or juice 主动为客人添加茶水 咖啡 若有必要 添加冰水 橙 汁 4 5 17 Tables are well presented with all matching china and flatware 餐桌布置精美 餐具瓷器搭配得当 4 5 18 Tables are colour coordinated multiple colours mixed not allowed 桌面配色得当 不可多种颜色混搭 4 5 19 Chairs and Table covers are ironed 椅套 桌布熨烫平整 4 5 20 Chairs and Table covers are wear and stain free 椅套 桌布无破损 污迹 4 5 21 Associate thanks guest with appropriate comment 向客人致谢时表达得体 4 5 22 Banquet Service meets service standards of similar Star rated International hotel in China 宴会服务达到国内相似星级国际酒店的服务水准 4 5 23 Food and food presentation meets standards of similar Star rated International hotel in China 食品品质和装盘达到国内相似星级国际酒店的水准 4 5 24 No spelling mistakes in any advertising menu and labels 广告 菜单 标贴上无拼写错误 4 5 25 Correct translation for all advertising menus and labels 广告 菜单 标贴上翻译无误 4 5 26 No Vendor sponsored or vendor logos are visible in Public Areas unless as part of limited time F B Food Promotion I E No Coca Cola fridges 公共区域不应出现供应商图标 除非是某一阶段餐饮食 品节促销活动期间 如 不能使用标有可口可乐图标的 冰箱 Food Beverage Banquets Total 餐餐饮饮 宴宴会会总总分分 0000 4 5 14 7235041c395457d0ae428c0f5347b21a xls4 Food BeveragePage 66 of 83 No 序序号号 F B GENERAL 餐餐饮饮总总体体 100 Yes Score 2 Majority Met 70 100 Score 1 Not Applicable Score 0 No Score 1 4 6 1 All F B Areas well presented and designed and give impression of luxury 餐厅区域布置 设计美观 令人感觉豪华 4 6 2 All F B Areas well maintained with no defects or damage 餐厅区域保养完好 无损坏 4 6 3 All Linen Clean Crisp and free of wear 布件洁净 气味清新 无破损 4 6 4 All Flatware of same design in individual outlets 单个餐厅内的餐具应该统一风格 4 6 5 All China ware of same design in individual outlets 单个餐厅内的瓷器应该统一风格 4 6 6 All China and Glass ware free of stains chips cracks 瓷器 玻璃器皿无污迹 碎屑 裂缝 4 6 7 All Menus well designed and with no marks on exterior or interior 菜单精心设计 菜单内外均无随意涂写痕迹 4 6 8 All Menus in Chinese English 所有菜单内容均为中英文对照 4 6 9 All menu item translations 100 accurate in both languages 菜单的中英文描述应完全正确 4 6 10 Food presentation including plateware is innovative and exciting 食物出品 包括餐盘有创意 令人感觉新奇 4 6 11 Restaurant Designs innovative and exciting 餐厅设计有创意 令人感觉新奇 4 6 12 Restaurants are clean no marks or stains including walls ceiling floors 餐厅干净 墙面 天花 地坪等无痕迹 污迹 4 6 13 Hot Food is Hot Cold Food is Cold 热菜热上 冷菜冷上 7235041c395457d0ae428c0f5347b21a xls4 Food BeveragePage 67 of 83 4 6 14 Food is presented to International Standards i e no excess oils Local Tastes may be catered to upon request but not as a rule 食物出品布置达到国际水准 如 如过量油脂 可以按 照客人要求烹调当地风味的食品 但不作为常规操作 4 6 15 Restaurants Bars give a sence of luxury service and cleanliness 餐厅 酒吧令人感觉豪华 服务到位 整齐干净 4 6 16 Lobby Bar has evening entertainment 大堂吧夜间有助兴娱乐演出 4 6 17 All drinks are prepared to international recognised recipies 所有饮料按照国际约定俗成的方法调制 4 6 18 All drinks are to be served in correct glassware 酒类要配套使用正确的酒杯 4 6 19 Wines are to be offered by the glass and bottle 葡萄酒可以以杯或瓶供应 4 6 20 Staff are knowledgible in wines and wine service 员工熟悉酒类及酒类服务方法 4 6 21 Staff actively try to upsell drinks and wines 员工积极推荐高级饮品 酒类 进行增销 F B General Total 餐餐饮饮总总体体总总分分 0000 7235041c395457d0ae428c0f5347b21a xls5 Health ClubPage 68 of 83 HEALTH CLUB RECREATION 健健身身中中心心 娱娱乐乐 2nd Last3rd Last scoreLast AuditAudit AuditAverageChange 得分 上一轮访 查 上二轮访查 上三轮访查平均分差异 5 1General and Pool 总评和泳池0 00 00 00 0 DIV 0 DIV 0 5 2Gym Fitness Room 健身房0 00 00 00 0 DIV 0 DIV 0 5 3Sauna桑拿0 00 00 00 0 DIV 0 DIV 0 Total HEALTH CLUB Experience 健健身身中中心心总总分分 0 00 00 00 0 DIV 0 DIV 0 scoreLast Audit2nd Last3rd Last Pool Area 0 00 00 00 0 Gym Fitness Room 0 00 00 00 0 Sauna0 00 00 00 0 scoreLast Audit2nd Last3rd Last Total HEALTH CLUB Experien ce 健身中心 总分 0 00 00 00 0 General Impression of Health Club Experience 健健身身中中心心体体验验 总总体体印印象象 Total HEALTH CLUB Experience 健身中心总分 scoreLast Audit2nd Last3rd Last 0 0 0 1 0 2 0 3 0 4 0 5 0 6 0 7 0 8 0 9 1 0 Pool Area Gym Fitness Room Sauna 0 0 0 1 0 2 0 3 0 4 0 5 0 6 0 7 0 8 0 9 1 0 scoreLast Audit2nd Last3rd Last 7235041c395457d0ae428c0f5347b21a xls5 Health ClubPage 69 of 83 No 序序号号 Genral Impression and Swimming Pool 总总体体印印象象和和游游泳泳池池 100 Yes Score 2 Majority Met 70 100 Score 1 Not Applicable Score 0 No Score 1 5 1 1 Reception Area manned and staff greet with smile eye contact 接待处员工在岗 微笑着问候客人 保持眼神交流 5 1 2 Staff Uniform is crisp clean and well designed 员工制服明朗洁净 设计精美 5 1 3 All staff wear correct name tag 所有员工佩戴正确的名牌 5 1 4 Highlights direction to showers restrooms and available literature 指明淋浴室 卫生间位置和提供的物品 5 1 5 Offers appropriate comment and wishes guest an enjoyable time by the pool 在泳池边 提醒客人注意事项并预祝客人愉快 5 1 6 Locker Area is clean well maintained and laid out 更衣区洁净 保养好 布局合理 5 1 7 Locker area is free of smell 更衣区无异味 5 1 8 Lockers are in good condition with locker keys available 更衣箱状态好 钥匙插于箱上 5 1 9 Signage is visble to advise guest to take care on personal items 张贴明显标识 提醒客人小心保管私人物品 5 1 10 Locker Area is free of water on floor 更衣区地面无积水 5 1 11 Locker area is well lit and gives impression of comfort 更衣区照明充足 令人感觉舒适 5 1 12 Shower Area is well lit and outside floors free of water 淋浴区照明充足 淋浴区外楼梯无积水 5 1 13 All showers clean no old soap stains grouting is clean 所有淋浴处洁净 无肥皂积垢 建筑涂料整洁干净 5 1 14 Shower Sampoo Soaps well laid out 7235041c395457d0ae428c0f5347b21a xls5 Health ClubPage 70 of 83 淋浴香波 肥皂摆放整齐 5 1 15 Shower Area is free from any bad smell 淋浴区无异味 5 1 16 Shower has good preassure and hot water 淋浴处水压强 供应热水 5 1 17 Locker attendents are not intrusive and mindful of guest customs 更衣室服务员应避免使更衣的客人感觉别扭 要留 意客人风俗习惯 5 1 18 Pool Area is separated so Families do not need to mix with KTV areas etc 泳池区位置相对独立 来游泳的家庭客人不必与去 KTV等娱乐场所的客人混合 5 1 19 Pool Area is well set out and gives impression of luxury AND functionality 泳池区布局合理 令人感觉豪华 方便 5 1 20 Area is clean and organized Towel Station Deck Chairs with Chair Mattress 泳池区洁净 有序 毛巾供应点 折叠椅上配椅垫 5 1 21 Associate is well groomed uniform in good condition and wearing name tag 员工仪表仪容整洁 制服整齐 佩带铭牌 5 1 22 Associates offers proper greeting Smiles maintaining eye contact 员工面带微笑迎接客人 并保持目光和客人接触 5 1 23 Associate brings towel and lays on chair selected by guest 客人拿毛巾 放在客人指定的座椅上 5 1 24 Associate is mindful of your space and does not intrude or follow you 员工与客人保持恰当的空间距离 不能打扰客人 或尾随客人 5 1 25 Associate checks at least once if everything is ok during guest visit 客人游泳期间 员工至少巡查一次 确保一切正常 5 1 26 A trained lifeguard is on duty at station at all times 所有游泳池必须配备救生员 且救生员不可离岗 5 1 27 Life saving equipment i e life ring is prominently displayed and in excellent condition 规定的救生设施 如救生圈等须放在醒目的位置 状态完好 5 1 28 Emergency telephone is available 有应急电话 5 1 14 7235041c395457d0ae428c0f5347b21a xls5 Health ClubPage 71 of 83 5 1 29 Safety signage liability disclaimer strategically placed at entrance to pool 安全指示牌和免责牌放在泳池入口处的主要位置 5 1 30 Water temperature and ph level is displayed and accurate 水温 PH值应准确注明 5 1 31 Pool and pool area is clean and well maintained 水池和周围区域洁净 保养好 5 1 32 All Lihghts working 所有灯光照明运作正常 5 1 33 Staff actively patrol for anti social behaviour i e spitting 员工积极巡查 阻止吐痰等不文明行为 5 1 34 Pool depths are clearly indicated on side of pool 池边清楚表明水深 5 1 35 A refreshment menu is available 提供点心饮料菜单 5 1 36 End tables are adjacent to chaise lounge to facilitate food beverage service 茶几靠近躺椅 以便提供食品饮料服务 5 1 37 Food orders are delivered within 15 minutes of order 食品在点菜后15分钟内送到 5 1 38 Associate is proactive in order taking attempts at upsell 员工主动询问客人是否点单 努力尝试增销 5 1 39 Menu is inovative and suits pool enviroment Kids menu included 菜单设计有新意 适合泳池氛围 包括儿童菜单 5 1 40 Drink ware is to be plastic No Glass allowed under any circumstances 饮料杯必须是塑料的 绝对不可使用玻璃杯 5 1 41 Plates cleared 5 minutes of completion 盘子需在5分钟内清理干净 Pool Area Total 游游泳泳池池 0000 7235041c395457d0ae428c0f5347b21a xls5 Health ClubPage 72 of 83 No 序序号号 GYM FITNESS ROOM 健健身身房房 100 Yes Score 2 Majority Met 70 100 Score 1 Not Applicable Score 0 No Score 1 5 2 1 Associate approaches guest within one minute of arrival to offer assistance 在客人到达后1分钟内 员工应上前提供帮助 5 2 2 Associate is well groomed uniform in good condition and wearing name tag 员工仪表仪容整洁 制服整齐 佩带铭牌 5 2 3 Associates offers proper greeting and smile while maintaining eye contact 员工面带微笑迎接客人 并保持目光和客人接触 5 2 4 Guest is asked to register for use of facilities 客人使用设施前须进行登记 5 2 5 Equipment is in good condition functioning 设备完好 5 2 6 Equipment floor under equipment is clean dust free 设备和设备下的地板干净 无灰尘 5 2 7 Associates are knowledgeable about equipment Well trained and offer assistance to guest They do not wait for guest to ask or appear indifferent 员工熟悉设备 经过很好的培训并愿意为客人提供 帮助 不是在一旁等着客人问询或态度冷淡 5 2 8 Associate are friendly and do not appear Aloof or cynical about guest lack of fitness 员工友好 不能令人感觉冷漠或对身型不佳的客人 评头论足 5 2 9 They are never talking among themselves Or give guest feeling of being an inconvenience 员工不扎堆聊天 或令客人感觉自己是个麻烦 5 2 10 Liability disclaimer Signage Supervision of children under 16 signage is strategically located at entrance to gym area 对16岁以下孩子的监督免责指示牌放在健身中心的 主要入口处 5 2 11 Trainers are present and ready to assist 健身教练在场并为客人提供帮助 7235041c395457d0ae428c0f5347b21a xls5 Health ClubPage 73 of 83 5 2 12 Drinking water is available 提供饮用水 5 2 13 All lights are working 所有灯光照明正常工作 5 2 14 Towel wipes or hygenic spray available to clean equipment before after use 在设备使用前后有毛巾和喷雾对其进行清洁 Gym Fitness Room Total 健健身身房房总总分分 0000 7235041c395457d0ae428c0f5347b21a xls5 Health ClubPage 74 of 83 No 序序号号 SAUNA 桑桑拿拿 100 Yes Score 2 Majority Met 70 100 Score 1 Not Applicable Score 0 No Score 1 5 3 1 Sauna area is clean dry and luxuruously appointed 桑拿区域洁净 干燥 设施装备豪华 5 3 2 Dry Sauna is free of odours 干洗区无异味 5 3 3 Dry Sauna Wood is clean fresh and free of stains and decay 干洗区木质设施洁净 清新 无污迹 无腐坏 5 3 4 Dry Sauna has timer and thermostat 干洗区有定时器和调温器 5 3 5 Dry Sauna heat box isolated to avoid burning 干洗区桑拿炉位置独立 避免烫伤客人 5 3 6 Wet Sauna is free of odours 湿洗区无异味 5 3 7 Wet Sauna has timer and thermostat 湿洗区有定时器和调温器 5 3 8 Wet Sauna is free of stains or mildew 湿洗区无污迹 霉迹 5 3 9 All Saunas have disclaimers advising guest with medical conditions are prohibited from using 所有桑拿区布置免责说明 告知客人在身体不适时 不得进行桑拿 5 3 10 Spa Pools are clean and water temperature displayed 水疗池洁净 标识出水温 5 3 11 All lights and fixtures are working 所有灯光照明 设施设备运作正常 5 3 12 Water is available 供水正常 5 3 13 Shower areas are clean dry and well appointed 淋浴区洁净 干燥 设施装备良好 7235041c395457d0ae428c0f5347b21a xls5 Health ClubPage 75 of 83 5 3 14 Vanity area is well appointed and luxurious in layout and design 梳妆区设施装备良好 布局设计令人感觉豪华 5 3 15 All items are single use no multi use items such as Hair Brushes present 所有物品仅适用于单人 不得提供可多人使用的物 品 如梳子等 5 3 16 Toilets are Clean Dry and functional with no odour 恭桶洁净 干燥 功能完好 无异味 SAUNA TOTAL 桑桑拿拿总总分分 0000 7235041c395457d0ae428c0f5347b21a xls6 Fire Life SafetyPage 76 of 83 FIRE LIFE SAFETY 消消防防 安安保保 2nd Last3rd Last scoreLast AuditAudit AuditAverage Change 得分上一轮访查 上二轮访查 上三轮访查平均分差异 6 1 Total FIRE LIFE SAFETY Experience 消消防防安安保保总总分分 0 00 00 00 0 DIV 0 DIV 0 scoreLast Audit2nd Last3rd Last Total FIRE LIFE SAFETY Experience 消防安保总 分 0000 0 General Impression of Fire Life Safety Experience 消消防防安安保保体体验验 总总体体印印象象 Total FIRE LIFE SAFETY Experience 消防安保总分 scoreLast Audit2nd Last3rd Last 0 0 1 0 2 0 3 0 4 0 5 0 6 0 7 0 8 0 9 1 7235041c395457d0ae428c0f5347b21a xls6 Fire Life SafetyPage 77 of 83 No 序序号号 FIRE LIFE SAFETY 消消防防 安安保保 100 Yes Score 2 Majority Met 70 100 Score 1 Not Applicable Score 0 No Score 1 6 1 1 Associate escorting to room highlights nearest emergency exits along corridor if no escort signage is clearly visable 护送客人入房时 说明最近的走廊紧急出口位置 如不护送 则标示必须清晰 6 1 2 Associate draws attention to emergency escape plan in room if no escort signage is clearly visable 提示客人注意房内的紧急逃生图 如不护送 则标示 必须清晰 6 1 3 Safety and Security instructions and evaculation plan on the back of guestroom entry door or adjacent wall 客房房门背后张贴安全指示及逃生图示 或在门旁 墙面 6 1 4 Self closing door mechanism present and properly functioning 安装自动闭门器 功能完好 6 1 5 Door viewer installed and free of obstruction 安装猫眼 内无杂物 6 1 6 All Emergency instructions Signage in Chinese and English 所有紧急安全指示 标示为中英文对照 6 1 7 Emergency button on guestroom telephone is available 客房电话设置紧急按钮键 6 1 8 Emergency flashlight in room is available and functioning 房内配备应急手电筒 并处于正常状态 6 1 9 Emergency evacuation information instructions are in room compendium 宾客服务指南中内放置紧急逃生说明 6 1 10 Windows have locking devices and are locked 安装窗锁装置且窗户已锁 6 1 11 Corridor Exit Signs clearly visible and working 走廊出口标识清晰可见 背景灯正常照明 6 1 12 All Fire Doors closed including pantry doors 所有消防门 包括工作间门处于关闭状态 7235041c395457d0ae428c0f5347b21a xls6 Fire Life SafetyPage 78 of 83 6 1 13 All Fire Exits free of any obstructions including pantry 所有消防出口 包括工作间处无杂物堆积 6 1 14 All Fire Stairwells completely free on any objects 所有消防梯处不得放置任何物品 6 1 15 Fire stairwell door opens outwards may be opened without hindrance 消防梯门能朝外打开 开启时无任何障碍 6 1 16 Fire Hose and Fire Extinguishers available and current 安装消防栓和灭火器 都应在有效使用期内 6 1 17 No Guest room lists in public view on maids trolleys cashier counters 入住宾客名单不应出现在服务员工作车 收银柜台 等公共区域 6 1 18 Maids ask guest for room key check if guest enters room during cleaning 客房服务员在打扫房间时 若有客人进入 应请客 人出示房卡确认 6 1 19 Front Desk checks guest identity before giving replacement key if asked 若客人要求再领一把房门钥匙 前台应先确认客人 身份 FIRE LIFE SAFETY TOTAL 消消防防 安安保保 0000 7235041c395457d0ae428c0f5347b21a xls7 Staff GeneralPage 79 of 83 ASSOSCIATES GENERAL 员员工工印印象象 总总评评 2nd Last3rd Last scoreLast AuditAudit AuditAverage Change 得分上一轮访查 上二轮访查 上三轮访查平均分差异 7 1Greetings问候0 00 00 00 0 DIV 0 DIV 0 7 2Uniforms制服0 00 00 00 0 DIV 0 DIV 0 7 3Knowledge业务熟练程度0 00 00 00 0 DIV 0 DIV 0 7 4Anticipate Guest Needs 预见客人需求0 00 00 00 0 DIV 0 DIV 0 7 5Service Recovery服务补救能力0 00 00 00 0 DIV 0 DIV 0 Total Assosciate Experience 员员工工印印象象总总分分 0 00 00 00 0 DIV 0 DIV 0 scoreLast Audit2nd Last3rd Last 7 1 Greetings0 00 00 00 0 7 2 Uniforms0 00 00 00 0 7 3 Knowledge0 00 00 00 0 7 4 Anticipate Guest Needs0 00 00 00 0 7 5 Service Recovery0 00 00 00 0 scoreLast Audit 2nd Last3rd Last Total Assosciate Experience 员工印象总 分 0 00 00 00 0 General Impression of Assosciate Experience 员员工工体体验验 总总体体印印象象 Total Assosciate Experience 员工印象总分 scoreLast Audit2nd Last3rd Last 0 0 0 1 0 2 0 3 0 4 0 5 0 6 0 7 0 8 0 9 1 0 GreetingsUniformsKnowledgeAnticipate Guest NeedsService Recovery 0 0 0 1 0 2 0 3 0 4 0 5 0 6 0 7 0 8 0 9 1 0 scoreLast Audit2nd Last3rd Last 7235041c395457d0ae428c0f5347b21a xls7 Staff GeneralPage 80 of 83 No 序序号号 GENERAL 总总体体要要求求 100 Yes Score 2 Majority Met 70 100 Score 1 Not Applicable Score 0 No Score 1 7 1 1 Assosciates polite and service orientated 员工彬彬有礼 乐于提供服务 7 1 2 Did all assosciates greet you when passing in lobby corridor etc 在大堂 过道里 员工是否主动问候客人 7 1 3 Where assosciates observant and not in groups talking to each other 员工专注服务 不扎堆聊天 7 1 4 Did assosciates always use your name when it was known 在知晓的情况下 员工始终称呼客人姓名 7 1 5 Did the associates speak to one another in the English language when in the presence of a foreign guest 当外籍客人在场 酒店员工彼此是否用英语交流 7 1 6 Did the associates speak to one another in the Mandarin language when in the presence of a non loacl guest 当非本地客人在场 员工彼此是否用普通话交流 7 1 7 Did the associates recommend in hotel restaurant and bar facilities first provided it does not conflict with guest request 在不与宾客需求相抵触的情况下 酒店员工是否 优先推荐店内的餐厅酒吧 7 1 8 When coming to the guestroom door did associates press the door bell announce themselves await for door to be opened and then greet guest 在客房门外 酒店员工是否遵循以下流程 按客 房门铃 报出所属部门及姓名 等待宾客开门 问候房内客人 7 1 9 Did the associates have sufficient English language conversation skills to interact with the guest make conversation and generally build a relationship with the guest 酒店员工是否具有足够的英语交流能力 可以同 宾客沟通 并建立良好关系 General Total 总总体体要要求求得得分分 0000 7235041c395457d0ae428c0f5347b21a xls7 Staff GeneralPage 81 of 83 No 序序号号 UNIFORMS 制制服服 100 Yes Score 2 Majority Met 70 100 Score 1 Not Applicable Score 0 No Score 1 7 2 1 Are all associates uniforms crisp and fresh looking 员工制服是否洁净明朗 外观较新 7 2 2 Are all associate uniforms well designed in keeping with outlet concept 员工制