酒店管理导论__酒店品质检查细则评分表(中英文)

酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 1 叶予舜 二 一二年八月二十七日星期一 1 1 FrontFront OfficeOffice 前厅前厅 1 1 Operator 总机70 1 2 Reservation 预订部120 1 3 Station Counter Arrival 接机服务140 1 4 Check in 接待部170 1 5 Morning Call 叫醒服务60 1 6 Information 问询处 100 1 7 Concierge 礼宾部120 1 8 Checking Out 收银110 1 9 Overall Impression of Front Office 整体印 象 330 前台得分前台得分 FrontFront OfficeOffice SubSub TatolTatol 1221220 0 2 2 RoomsRooms 客房客房 2 1 Room Evaluation 客房评估380 2 2 Room Make Up and Turn Down Service 房 间收拾与开夜床 190 2 3 Laundry 洗衣170 2 4 Mini Bar 迷你吧 150 2 5 Overall Room Comfort 舒适程度140 客房得分客房得分 RoomsRooms SubSub TatolTatol1031030 0 3 3 FoodFood BeverageBeverage 餐饮餐饮 3 1 Buffet Breakfast 自助早餐200 3 2 Chinese Restaurant Service 中餐厅320 3 3 Western Restaurant 西餐厅 370 3 4 Bar Coffee shop Lobby Bar 咖啡厅 酒吧230 3 5 Room Service 送餐服务 290 3 6 Overall Comfort in Dining Areas 整体餐厅 舒适程度 240 餐饮得分餐饮得分 FoodFood BeverageBeverage SubSub TatolTatol1651650 0 4 4 OtherOther servicesservices 其它其它 4 1 Recreation Fitness Center 康乐设施 320 4 2 Business Center 商务中心80 4 3 Retail Outlets 商店90 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 2 叶予舜 二 一二年八月二十七日星期一 4 4 Souvenir Shop 纪念品商店90 4 5 Engineering Maintenance 工程 维修110 其它得分其它得分 OtherOther ServicesServices SubSub TatolTatol69690 0 5 5 FacilitiesFacilities forfor safetysafety thethe handicaphandicap 安全设施安全设施 5 1 Facilities for Safety 安全设施110 5 2 Handicap People and Child care Service 儿 童 伤残人士设施 80 安全设施得分安全设施得分 SaftySafty HandicapHandicap SubSub TatolTatol19190 0 6 6 OverallOverall ImpressionImpression of of HotelHotel 整体印象整体印象 6 1 Hotel Outdoor Area 酒店户外地区60 6 2 Corridors 走廊70 6 4 Public Restrooms 公共洗手间90 整体印象得分整体印象得分 OverallOverall ImpressionImpression SubSub TatolTatol22220 0 酒店总得分酒店总得分 HotelHotel GrandGrand TatolTatol5005000 00 0 1 1 FrontFront OfficeOffice 前台前台 1 11 1 OperatorOperator 总机总机标准得分 Tatol实际得分 Actual 1 It was answered within 3 rings 电话三响内 接听 1 2 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 1 3 Does the operators speak with a friendly tone 接线生声调亲切 1 4 Was the command of English good 英语掌 握得好 1 5 Was the call transferred promptly 电话转 接速度 1 6 It was free of background noise 电话里无 杂音 1 7 Did the operator thanks for guest s call 接1 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 3 叶予舜 二 一二年八月二十七日星期一 线生有否向客人致谢 SubSub TotalTotal 总机得分总机得分7 70 0 1 21 2 ReservationReservation 预订部预订部TotalTotalActualActual 1 The call was picked up wihin 3 rings 电话 三响内接听 1 2 Answered professionally and stated the hotel name 员工应答专业并道出酒店名称 1 3 The call was free from background noise 电 话里无杂音 1 4 The date of arrival and departure were confirmed 确认入住及离店日期 1 5 Did the reservation staff explain patiently clearly 耐心清楚地解释 1 6 Did confirm the guest name s spelling and contact method 确认客人姓名及联系方式 1 7 Did state what the room rate is inclusive of departure time etc 报出房价及包含的项目 离店时间等 1 8 Did the reservation staff upsell 员工是否 向上销售 1 9 How was reservation staff s English 员工 英语水平 1 10 Was the guest addressed by name 是否 称呼客人姓名 1 11 Did the staff repeat the detail of the reservation 是否确认订房的内容 1 12 Did the reservation staff thanks for guest s call 接线生有否向客人致谢 1 SubSub TotalTotal 预订部得分预订部得分12120 1 31 3 StationStation Counter ArrivalCounter Arrival 接机服务接机服务TotalTotalActualActual 1 Staff looked professional 员工表现专业1 2 Welcome guest at first instance with eye contact y n 欢迎客人时是否目光接触 1 3 Guest arrival well handled 及时 顺利地接1 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 4 叶予舜 二 一二年八月二十七日星期一 到客人 4 Was help given for luggage etc 帮忙客人 拿行李及其他物件 1 5 Help the guest to open car door 帮忙客人开 车门 1 6 Request guest whether he likes to have music volume suitability 询问客人音量合适 1 7 Courteous conversation not asking private questions 合适的对话 不问私人问题 1 8 Careful driving 驾驶技巧1 9 The seat belt was easy to use 安全带易于使 用 1 10 Inform guest regarding approximate time to take to reach the hotel 提供预估抵店时间 1 11 Open door for guest and take care of guest s luggage 帮客人开门并照顾行李 1 12 Suitable temperature in the limousine 汽车 内温度舒适 整洁 1 13 The boot is clear of the driver s personal belongings 汽车行李箱内无杂物 1 14 Did the driver thank the guest 司机是否向 客人道谢 1 SubSub TotalTotal 行李部得分行李部得分14140 1 41 4 Check inCheck in 前台接待前台接待TotalTotalActualActual 1 Doorman and bellboy awaiting guests 门童 及行李员就位等候 1 2 Greeting guest warmly 热情问候客人1 3 Helping guest with the luggage 帮客人提行 李 1 4 Open the door and lead the guest into the lobby 为客人开门 引客人进门 1 5 Hotel entrance is clean and no obstruction 酒 店入口清洁无杂物 1 6 Guest was served within 30 second upon 1 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 5 叶予舜 二 一二年八月二十七日星期一 arriving the reception counter 客人抵达接待台 30 秒内被接待 7 Are the receptionist smiling at times when serving the guests 员工微笑着接待客人 1 8 Do they have eye contacts when talking to guest 和客人会话时保持目光接触 1 9 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 1 10 Do the staff confirm the reservation information 是否确认订房信息 1 11 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 1 12 Did the staff thank the guest for choosed hotels and wish guest had a nice stay 员工有 无感谢客人下榻酒店并祝客人入住愉快 1 13 Knocking on door lightly when luggage was brought to the room 行李生送行李到房间时 轻轻敲门 1 14 Upon entry to room greeted guest courteously 进房间时 礼貌待客与问候 1 15 During conversation the guest s name was addressed at least once 对话中起码尊称 客人姓名一次 1 16 Luggage was placed on the luggage rack 行 李安放行李架上 1 17 Thanking the guest 感谢客人1 SubSub TotalTotal 接待部得分接待部得分17170 1 51 5 Wake upWake up CallCall 叫醒服务叫醒服务TotalTotalActualActual 1 Phone was picked up after 3 rings 电话三响 内接听 1 2 Staff greet guest and inform the guest who he is speaking to 员工向客人致意并报岗位名 1 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 6 叶予舜 二 一二年八月二十七日星期一 称 3 During conversation the user name was mentioned at least once 在会话中 员工至少有 一次称呼客人姓名 1 4 Repeat what the guest s request to confirm information 有确认客人的要求 1 5 Wish guest good night 向客人说晚安 午安1 6 Wake up call must not be more than 5 minutes difference than the guest Requested 叫 醒客人的时间要准确 差异不能超出 5 分钟 1 SubSub TotalTotal 叫醒服务得分叫醒服务得分6 60 1 61 6 InformationInformation 问询处问询处TotalTotalActualActual 1 Phone was answered in 3 rings 电话三响内 接听 1 2 Greet guest inform guest who he is speaking to 员工向客人致意并报岗位名称 1 3 Never let the guest wait for more than 30 second 不让客人等候超过 30 秒钟 1 4 When approach the information counter the guest should be attended to in 30 second 客人 抵达询问处在 30 秒内有人接待 1 5 Greets the guest warmly 热情向客人致意1 6 Leaflets promotion materials and information are in stock 资料齐备 1 7 Provide free maps and places of interests 免 费地图及观光点讯息 1 8 All the fax should be delivered within 15 minutes 所有传真在 15 分钟內办妥 1 9 Employees are familiar with product knowledge 服务员熟悉酒店产品知识 1 10 The counter is always neat and tidy 柜台整 洁 1 SubSub TotalTotal 问询处得分问询处得分10100 1 71 7 ConciergeConcierge 礼宾部礼宾部TotalTotalActualActual 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 7 叶予舜 二 一二年八月二十七日星期一 1 The phone was answered within 3 rings 电 话响三次内接听 1 2 There was a courteous greeting and staff confirmed the check out time 员工向客人致 意并确认离店时间 1 3 The staff confirmed the number of luggage 确认行李件数 1 4 The staff addressed the guest s name at least once 在会话中 员工至少有一次称呼客 人姓名 1 5 The staff thank the guest for staying in hotel 员工感谢客人下榻海航酒店 1 6 The bell boy came to the room within 10 minutes 行李员在 10 分钟内抵达客房 1 7 The bellboy knocked on the door lightly 行 李员有轻轻敲门 1 8 The bellboy greet the guest politely 行李员 向客人行礼 1 9 During conversation the bellboy addressed the guest name at least once 在会话中 员工至 少有一次称呼客人姓名 1 10 Concierge carry luggage 礼宾部员工帮忙 搬运行李 1 11 Concierge help guest to open the door of the car 礼宾部员工帮客人打开车门 1 12 Thank guest and wish him a good journey 祝客人旅程愉快 1 SubSub TotalTotal 礼宾部得分礼宾部得分12120 1 81 8 CheckingChecking OutOut 收银收银 TotalTotalActualActual 1 Guest was served within 30 second upon arriving the reception counter 客人抵达柜台 30 秒内被接待 1 2 Are the staff smiling at times when serving the guests 员工微笑着接待客人 1 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 8 叶予舜 二 一二年八月二十七日星期一 3 Do they have eye contacts when talking to guest 和客人会话时保持目光接触 1 4 Do the staff address the user name at least once 在会话中 员工至少有一次称呼客人姓 名 1 5 Do the staff confirm the room number 是 否确认房间号码 1 6 Was the bill presentation done properly 结 帐程序妥善处理 1 7 Did staff explain the types of payment methods 有清楚解说结帐方法 1 8 Did the staff thank the guest for staying 员 工有感谢客人 1 9 Are the staff saying goodbye to guest when the guest was about to leave 员工有向客人说 再见 1 101 Did staff arrange concierge to collect luggage 有安排礼宾部同时搬运行李 1 11 Did staff thank the guest and invite him to come and stay again 有否邀请客人再次光临 1 SubSub TotalTotal 收银得分收银得分11110 1 91 9 OverallOverall ImpressionImpression of of FrontFront OfficeOffice 大堂整大堂整 体印象体印象 TotalTotalActualActual 1 Is lighting adequate 灯火通明1 2 Is the temperature comfortable 温度舒适1 3 Is ventilation adequate 空气流通1 4 Are signs directions clear 方向指示清楚 1 5 Are there designated non smoking areas 有非吸烟区 1 6 Is the road main entrance well maintained clear of debris 通道整齐有序 无杂物 1 7 Is appearance of main entrance in excellent shape 大堂主要通道美观大方 1 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 9 叶予舜 二 一二年八月二十七日星期一 8 Was a piece of litter on the floor cleared promptly 地面杂物很快清理 1 9 How often are finger prints on glass doors cleaned 大门玻璃手指印多久清理 1 10 Are the furniture fitting surfaces clean and clear of dust 家具枱櫈清洁无灰尘 1 11 Are the furniture fitting surfaces clear of any unwanted items 家具枱櫈无杂物 1 12 Are the floor surface clean 地面清洁 1 13 Are the stairways clean 楼梯无杂物1 14 Are any of the lights out of order 灯具设 置无破损 1 15 Are any of the fitting not in proper condition 所有大堂设置无破损 1 16 Are the flowers fresh 摆设鲜花1 17 Are the plants well maintained no dried leaves etc 室内植物培植好 1 18 Is the flooring in good condition 地面无破 损 1 19 Is the floor area of the restroom frequently cleaned 洗手间地面清洁 1 20 Is the washbasin surface clean 洗手盆清 洁 1 21 Is the wash basin surrounding area dry 洗手盆周围干净 1 22 Is soap washing detergent replenished 洗 手液得到补充 1 23 Are the doors of the restroom clean 地面 干净 1 24 Are other fittings of the restroom in good working order 其他设备没破损 1 25 Are the staff uniform clean tidy 制服清 洁和整齐 1 26 Do the staff look attentive professional 1 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 10 叶予舜 二 一二年八月二十七日星期一 员工专业形象 照顾周到 27 Are the male staff hair short well combed 男员工头发整齐 1 28 If the female staff have long hair are they neatly tied or kept 女员工如长头发 有否紥 起来 1 29 Do the staff have clean short fingernails 指甲清洁 短和整齐 1 30 Do the staff wear any excessive jewelry 职 员没配戴不适当的首饰 1 31 When spoken to are the staff courteous 对话时 职员有礼貌 1 32 Do they have eye contacts when talking to guest 对话时员工能够和客人保持目光接 触 1 33 When they come across guest do they acknowledge or smile 员工与客人面对面时 能够打招呼或微笑 1 SubSub TotalTotal 整体印象得分整体印象得分33330 2 2 RoomsRooms 客房客房 2 12 1 RoomRoom EvaluationEvaluation 客房评估客房评估TotalTotalA A c c t t u u a a l l 1 Is lighting adequate 灯光足够舒适1 2 Is the temperature comfortable 室温舒适1 3 Is ventilation adequate 通风舒适足够1 4 Is the ambience pleasant 环境 气氛舒适 喜悦 1 5 Are the fire exit sign clear and other instructions legible 安全出口指示 标示清晰 1 6 The room is quiet 房间安静1 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 11 叶予舜 二 一二年八月二十七日星期一 7 Are the furniture fitting surfaces clean and clear of dust 客房家具 设置表面洁亮无尘埃 1 8 Is the carpet free of any stain 地毯无汚点 1 9 Is the mini fridge clean ordorless 冰箱洁 净无异味 1 10 Are windows clean both inside outside 窗玻璃内外都洁亮 1 11 Are cupboards clean 杯柜洁净 1 12 Are drawers and contents neatly displayed 抽屉及内物品整齐展示 1 13 Is the bathroom clean 浴室洁净1 14 Is towel clean and smell fresh 毛巾洁白 气味清新 1 15 The net curtain is clean 紗帘洁净无汚 1 16 The bed line is clean 床綫洁净1 17 Is the wall clean and spotless 墙壁洁净无 汚点 1 18 Are all furniture clean and stainless 所有家 具洁亮无汚点 1 19 Are all lamps clean 灯具 罩洁净1 20 Are all floor wall surfaces in good order 地台 墙面无破损 1 21 Fittings and appliances room in good order 客房 浴室所有设置无破损 1 22 Is water pressure hot water adequate 水流 压平衡 热水足够 15 秒内达到 46 51 C 1 23 Is the TV in proper working order and have HNA channel 电视运作正常 具有海航频道 1 24 Is the mini bar contents in good order 客 房迷你吧内容整齐有序 1 25 Is bathroom in perfect order 浴室设置有 序有条理 1 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 12 叶予舜 二 一二年八月二十七日星期一 26 Is the internet connection trouble free 上 网顺畅 1 27 Is the mirrors is perfect condition 镜子完 美无损 1 28 Are the tiles in the bathroom in good condition 浴室墙砖完好无损 1 29 Shower glass panel clean 浴室玻璃洁净1 30 Toilet and water drainage in good condition 洗手间排水完好操作正常 1 31 Is bathroom ventilation quiet 浴室排气 抽风系统安静 1 32 Are all utilities replaced after use 易耗品用 后补充及时 1 33 Bathrobe is clean and made of good material 浴袍洁净及材料适当 1 34 Glasses are clean and costars are available 玻璃杯洁亮 杯垫在位 1 35 Face towels are clean and feel fresh and soft 面巾柔软清新洁净 1 36 Room cleaning is completed before 14 00 中午两点前完成在住客人房间清理 1 37 Staff respect the do not disturb sign 服 务员遵从 请勿打扰 指示 1 38 All the utensils are placed accordingly 所有 用品补充到位 1 SubSub TotalTotal 客房评估得分客房评估得分38380 2 22 2 RoomRoom MakeMake UpUp andand TurnTurn DownDown ServiceService 房房 间收拾与开夜床间收拾与开夜床 TotalTotalA A c c t t u u a a l l 1 The phone call to housekeeping is answered within 3 rings 电话三响内接听 1 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 13 叶予舜 二 一二年八月二十七日星期一 2 Request to have the room clean takes less than 10 minutes for the maid to arrive 提出要 求清理房间服务员在 10 分钟内到达 1 3 Cleaning of the room takes no more than 20 minutes 清理房间时间不超过 20 分钟 1 4 All bathroom utensils are replaced 浴室所有 用品都更换补充 1 5 Wet towels are replaced 使用过的毛巾都 更换 1 6 Toiletries are neatly arranged 浴室用品 易 耗品都整齐摆设 1 7 The guest s personal toiletries items are neatly arranged 客人自帶私人梳洗用品都处 理整齐 1 9 Turn down service is provided everyday between 17 00 till 22 00 提供夜间开床服务每 晚 17 00 至 22 00 1 10 The quilt is neatly opened to reveal the need 棉被整齐打开显示备用 1 11 Set up the good night card or hotel gift 床头 放置晚安卡或致意品 1 12 Bed side lamps are switched on 床边灯打 亮 1 13 The room service menu is placed on a noticeable position 送餐菜牌放显眼位置 1 14 Bins are emptied 垃圾桶已清理1 15 All the utensils in the room are put back on their original places 房内所有配置用品都放回 原位 1 16 All shoes closes are neatly placed 所有鞋 衣服都整齐摆放 悬挂 1 17 Stationeries are replaced 文具信纸都补给1 18 Glasses or plates that have been used are taken away or replaced 用过的杯碟都更换 1 酒店品质检查细则评分表酒店品质检查细则评分表 1 1 评分表标准得分总计评分表标准得分总计 500500 分 酒店硬件缺项部分可在计算得分率时在分母中去掉该分 酒店硬件缺项部分可在计算得分率时在分母中去掉该 项分值 项分值 2 2 五星级酒店最低得分率五星级酒店最低得分率 90 90 四星级酒店最低得分率 四星级酒店最低得分率 85 85 三星级酒店最低得分率 三星级酒店最低得分率 为为 75 75 3 3 得分率得分率 实际得分实际得分 标准得分标准得分 100 100 检查项目 Check List标准得分 Tatol实际得分 Actual 14 叶予舜 二 一二年八月二十七日星期一 19 Newspaper and magazines are neatly piled up 报纸 杂志都整齐折叠 1 20 The remote control is placed on the bed 电 视遥控器放在床头适当位置 1 SubSub TotalTotal 房间收拾与开床得分房间收拾与开床得分 19190 2 32 3 LaundryLaundry 洗衣洗衣TotalTotalA A c c t t u u a a l l 1 The laundry list include service time 洗衣单 含服务时间 1 2 It gives collection delivery details 洗衣单 上提示交收指引 1 3 It indicates a phone number 洗衣单上显示 服务电话 1 4 Pricing is clear 价目清晰1 5 Laundry bag is available 配有环保洗衣袋备 用 1 6 Laundry to be collected in 10 minutes after the guest call 致电洗衣要求 10 分钟内完成 收取 1 7 The staff should lightly knock on the door 服 务员轻敲房门 1 8 The staff should courteously greet the gues