酒店模拟运作计划

1 前厅部模拟运作计划 Simulation Evaluation Questionnaire 情景模拟评估调查表情景模拟评估调查表 Please answer the following questions by putting a tick in the appropriate bracket N A Not applicable 请回答以下的问题 并在适当的括号内打 RESERVATION STAGE STAGE 1 预订 情景 1 Did the Guest Service Agent 宾客服务员有没有做到 YESNO 是是否否 1 Answer the telephone within 3 rings 在 3 声铃声内接听电话 2 Handle the call courteously 彬彬有礼地接听您的电话 3 Speak in a pleasant and well modulated voice 声音愉悦 音量适中 4 Handle the reservation request efficiently 很有效率地处理你的预订要求 5 Confirm booking details 确认每个预订细节 6 Request contact details of caller 询问您的具体联系方式 7 Thank you for your booking 感谢您的预订 HOW WOULD YOU RATE THE SERVICE OF THE RESERVATION 您对预订服务如何评价 Excellent Good Fair Poor 优好一般差 Suggestions for improvement 改进建议 前厅部模拟运作计划 2 CHECK IN STAGE STAGE 2 登记入住登记入住 情景情景 2 A Entrance Services 大堂门口服务大堂门口服务 Did the Baggage Assistant YESNO 礼宾部服务员有没有做到 是否 1 Smile and establish eye contact 保持微笑并与您有目光接触 2 Extend a warm welcome 热情地欢迎您 3 Offer assistance with baggage if relevant 帮助您提运行李 如果合适的话 B Reception Services 前台接待服务前台接待服务 Did the Guest Service Agent YESNO 宾客服务员有没有做到 是否 1 Smile and establish eye contact 保持微笑并与您有目光接触 2 Extend a warm welcome 热情地欢迎您 3 Offer to complete your registration card for you 提议帮助您填写入住登记卡 4 Confirm the room type booked 确认您预订的房间类型 5 Reconfirm your length of stay 再次确认您的入住期限 6 Advise you of your room rate 向您说明您的房价 7 Verify your mode of payment 核实您的付款方式 8 Inform you of your room number and level 告诉您您的房间号和楼层数 前厅部模拟运作计划 CHECK IN STAGE STAGE 2 登记入住登记入住 情景情景 2YESNO 是是否否 9 Indicate the direction of the elevators to you 为您指引电梯的方向 10 Inform you of the Service Center Line 0 告诉您宾客服务中心的电话是拨 0 号键 11 Handle the registration courteously and efficiently 有礼貌 有效率地为您办理入住手续 12 Wish you a pleasant stay 3 祝愿您入住愉快 Did the Baggage Assistant or Guest Service Agent YESNO 礼宾部服务员或者宾客服务中心员工有没有做到 是否 1 Escort you to your room if applicable 陪同您回您的房间 如果适用 2 Hold the lift for you if applicable 为您按住电梯 如果适用 3 Introduce other hotel facilities on the way to your room 在送您到房间的途中向您介绍酒店的其他设施 4 Introduce the room and its facilities to you 向您介绍房间情况及其他设施 A Door Lock 门锁 B Room TV set remote control unit电视及遥控器 C Hairdryer 电吹风 7 Inform you of the Service Center 3 告诉您宾客服务中心的电话是拨 0 号键 8 Wish you a pleasant stay 祝愿您入住愉快 HOW WOULD YOU RATE YOUR ARRIVAL EXPERIENCE 您对您的入住经历如何评价 Excellent Good Fair Poor 优好一般差 Suggestions for improvement 改进建议 4 客房部模拟运作计划 WHILE IN RESIDENCE STAGE STAGE 3 进房间进房间 情景情景 3 A Housekeeping Services 客房服务 1 Did the Housekeeper YESNO 2 客房服务员有没有做到 是否 A Press the doorbell properly 正确地按门铃 并报上所在部门名称 B Greet you appropriately Good Morning Afternoon Evening 适当地问候 早上好 下午好 晚上好 C Introduce himself herself 介绍他 她自已 D Smile 微笑 E Establish eye contact 目光接触 F Look presentable 看起来很得体 G Use appropriate language in communication with you 与您沟通过程中使用适当的语言 H Wish you a pleasant stay 祝您入住愉快 2 Was the bed properly made up 床是否正确铺好 3 Was the bed properly turned down 开床服务是否正确 4 Was the Housekeeper available when needed 客房服务员是否随时准备为您服务 HOW WOULD YOU RATE THE SERVICE OF THE HOUSEKEEPER 您对客房服务如何评价 Excellent Good Fair Poor 优好一般差 Suggestions for improvement 改进建议 5 房务部模拟运作计划 In order to evaluate the services offered by other Rooms Division Departments please follow the instructions indicated for each of the following departments 为了给房务部其他部门的服务作一个评估 请您按以下指引向每个部门要求一个服务项目 B Telephone Department 电话房电话房 Request at least one wake up call during your stay in the hotel 在酒店入住期间至少要求一 次叫早服务 Ask the Telephone Operator for a telephone number of your choice 任意向总机询问一个电 话号码 WAKE UP CALL YESNO 叫早服务叫早服务是是 否否 1 Did the Telephone Operator answer your call within 3 rings 接线生是否在铃响三声内接听电话 2 Greet you appropriately Good Morning Afternoon Evening 适当地问候 早上好 下午好 晚上好 3 Did the staff repeat your wake up call instruction 宾客服务员是否重复您的叫早服务要求 4 Did the staff enquire if you would like a second wake up call 宾客服务员是否询问您是否还需要第二次叫早 5 Was the wake up call received on time 是否准时给您叫早 6 Did the Telephone Operator announce the call clearly 电话接线生的叫早服务是否清晰 7 Did the staff wish you a good day 宾客服务员是否祝您渡过愉快的一天 INFORMATION YESNO 咨询处咨询处是否否 1 Did the Telephone Operator answer your call within 3 rings 接线生是否在铃响三声内接听电话 2 Greet you appropriately Good Morning Afternoon Evening 适当地问候 早上好 下午好 晚上好 3 Did the staff comply with your request 宾客服务员是否完成你的要求 4 Did the staff offer to connect you to the number 6 房务部模拟运作计划 Requested 宾客服务员是否提议为您连接您要求的号码 5 Did the staff thank you for calling 宾客服务员是否感谢您的来电 HOW WOULD YOU RATE THE SERVICE OF THE TELEPHONE DEPARTMENT 您对电话部门的服务如何评价 Excellent Good Fair Poor 优好一般差 Suggestions for improvement 改进建议 7 房务部模拟运作计划 Concierge Service 礼宾服务礼宾服务 Request information on tours available 咨询有效的旅游信息 Request information regarding the soonest available flight to a country or city of your choice 询问能最快到达您所选择国家或城市的有效航班的资料 Ask for directions to the nearest bank post office place of worship or hospital Please choose one only 询问指路 只选一个 最近的银行 邮局 大使馆 教堂或医院 TOUR INFORMATION YESNO 旅游咨询旅游咨询是是否否 1 Were you greeted with a smile and an offer of assistance 宾客服务员是否微笑和提供帮助 2 Was the information given clear and complete 提供的信息是否清晰完整 3 Was your request handled in a polite friendly and professional manner 宾客服务员是否友好 礼貌并且专业地处理您的要求 4 Did the staff offer to book the tour for you 宾客服务员是否向您提出为您预订旅游行程 5 Was further assistance offered 是否提供进一步的帮助 DIRECTIONS YESNO 指路是是否否 1 Were you greeted with a smile and an offer of assistance 宾客服务员是否微笑和提供帮助 2 Was the information given clear and complete 提供的信息是否清晰完整 3 Did the staff use a map to indicate directions 宾客服务员是否运用地图引路 4 Was your request handled in a polite friendly and professional manner 宾客服务员是否友好 礼貌并且专业地处理您的要求 5 Was further assistance offered 是否提供进一步的帮助 8 房务部模拟运作计划 FLIGHT INFORMATION YESNO 航班咨询航班咨询是是 否否 1 Were you greeted with a smile and an offer of assistant 宾客服务员是否微笑和提供帮助 2 Did the staff request additional information from you 宾客服务员是否向您询问更多的信息 3 Was the information given clear and complete 提供的信息是否清晰完整 4 Was your request handled in a polite friendly and professional manner 宾客服务员是否友好 礼貌并且专业地处理您的要求 5 Did the staff offer to book the flight for you 宾客服务员是否为您预订航班 6 Did the staff offer to arrange transportation to the airport 宾客服务员是否为您安排机场接送 7 Was additional assistance offered 是否提供更多的帮助 HOW WOULD YOU RATE THE SERVICE OFF THE CONCIERGE SERVICE 您对礼宾部的服务评价如何 Excellent Good Fair Poor 优好一般差 Suggestions for improvement 改进建议 9 房务部模拟运作计划 D Guest Service Line 3 服务中心内线电话 服务中心内线电话 3 Inform the Service Center one of the following 告诉服务中心以下事情 告诉服务中心以下事情 That you find the pillows in the room too soft and that you are allergic to feather 您房间的枕头太软 并且您对羽绒过敏 That the water pressure in your room is too low 您房间的水压太低 That the temperature in your room is too warm 您房间的温度太高 That the bathroom bulb is fused 浴室灯泡保险丝烧断 That you have forgotten your password for the electronic safe in the room 您忘记了房间保险箱的密码 YESNO 是否 1 Did the Guest Service Agent answer your call within 3 rings 在铃响三声内接听电话 2 Greet you appropriately Good Morning Afternoon Evening 适当地问候 早上好 下午好 晚上好 3 Did the staff show concern to your comments 宾客服务员对您的意见是否关注 4 Did the staff offer to rectify the situation immediately 宾客服务员是否及时地提出解决问题的方法 5 Was your request handled in a polite friendly and professional manner 宾客服务员是否友好 礼貌并且专业地处理您的要求 6 Did the staff contact you later to follow up and check for satisfaction 宾客服务员是否继续与您联系跟进您的问题并询问您是否满意 10 Request for one of the following items 提出以下其中一个要求 提出以下其中一个要求 Bath towel adaptor mineral water shopping bag toothbrush a baby sitter pressing service after 11pm 浴巾 插座 矿泉水 购物袋 牙刷 婴儿床 晚 11 点后的加快洗衣服务 YESNO 是是否否 1 Did the Guest Service Agent answer your call within 3 rings 在铃响三声内接听电话 2 Greet you appropriately Good Morning Afternoon Evening 适当地问候 早上好 下午好 晚上好 3 Was the item delivered promptly Please indicate time taken minutes 您要求的物品是否及时地送来 请写出所用时间 分钟 4 Did the staff offer to rectify the situation immediately 宾客服务员是否及时地提出解决问题的方法 5 Was your request handled in a polite friendly and Professional manner 宾客服务员是否友好 礼貌并且专业地处理您的要求 6 Did the staff contact you later to follow up and Check for satisfaction 宾客服务员是否继续与您联系跟进您的问题并询问您是否满意 E Room Comfort 房间舒适度 房间舒适度 YESNO 1 Did you find your room 是否 您是否觉得您的房间 Ready 准备得当 Clean 干净 2 Was the bathroom properly cleaned 浴室是否完全清洁 3 Was there sufficient supply of towels 毛巾是否足够 4 Was there sufficient supply of amenities 客用品是否足够 11 5 Is the room comfortable 房间是否舒适 Pillow comfortable 枕头是否舒适 Mattress comfortable 床垫是否舒适 6 Was room lighting adequate 灯光光线是否充分 Bedroom 卧室 Bathroom 浴室 7 Was furniture adequate for relaxation 家具是否令人感觉轻松愉悦 F Condition of facilities 设施情况 设施情况 YESNO 1 Were the following room facilities in good working order 是否 以下房间设施是否处于良好的工作状态 Door lock 门锁 Do Not Disturb sign 请勿打扰牌 Room Air conditioning 房间空调 Telephone 电话 T V Reception 电视接收 Light Bulbs 灯泡 Drapes Curtains 窗帘 Electronic Safe 保险柜 Coffee Tea maker 咖啡 茶机 Shower 淋浴 Sink drain 下水管 Water temperature 水温 Water pressure水压 Hair dryer 吹风机 Toilet flush 马桶水箱 12 H Laundry Valet Service 洗衣洗衣 缝补服务缝补服务 YESNO 是是否否 1 Was your laundry picked up on time 是否准时收取洗衣 2 Was your laundry delivered on time 是否准时送还洗衣 3 Was the packaging presentable and according to your specific Instructions 洗后衣物是否折叠包装正确或符合您的要求 4 Was the service worth the price charged 您接受的服务是否感觉物有所值 HOW WOULD YOU RATE YOUR STAY 您对此行如何评价 In terms of your ROOM 您的房间 Excellent Good Fair Poor 优好一般差 In terms of QUALITY OF SERVICES 服务质量 Excellent Good Fair Poor 优好一般差 In terms of AMENITIES 房间客用品 Excellent Good