酒店管理导论酒店品质检查细则评分表(中英文)

1、1 front office 前 jf1.1 operator 总机701.2 reservation 预订部1201.3 station counter/arrival 接机服务1401.4 check-in 接待部1701.5 morning call 叫醒服务601.6 information 问询处1001.7 concierge 礼宾部1201.8 checking out 收銀1101.9 overall impression of front office 整体印 象330前台得分 front office sub tatol12202. rooms 客房2.1 room eva

2、luation 客房评估3802.2 room make up and turn down service 房 间收拾与开夜床1902.3 laundry 洗衣1702.4 mini bar 迷你吧1502.5 overall room comfort 舒适程度140客房得分 rooms sub tatol10303. food & beverage 餐钦3.1 buffet breakfast 自助早餐2003.2 chinese restaurant service 中餐厅3203.3 western restaurant 西餐厅3703.4 bar/coffee shop/lob

3、by bar 咖艸 fi7酒吧2303.5 room service 送餐服务2903.6 overall comfort in dining areas 整体餐 it 舒适程度240餐饮得分 food & beverage sub tatol16504. other services 其它4.1 recreation -fitness center 康乐设施3204.2 business center 商务中心804.3 retail outlets 商店904.4 souvenir shop纪念品商店904.5 engineering & maintenance 工程/维修

4、110其它得分 other services sub tatol6905. facilities for safety & the handicap 安全投 ft5.1 facilities for safety 安全设施1105.2 handicap people and child-care service jl 童/伤残人士设施80安全设施得分 safty & handicap sub tatol1906. overall impression of hotel 整体印象6.1 hotel outdoor area 酒店户外地区606.2 corridors 走 b706

5、.4 public restrooms 公共洗手间90整体印象得分 overall impression sub tatol220酒店总得分hotel grand tatol500001 front office 前台1.1 operator 总机标准得分tatol实际得分actual1. it was answered within 3 rings.电话三响内 接听12. 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13. does the operators speak

6、 with a friendly tone?接线生声调亲幼14. was the command of english good?英语 掌握得好15. was the call transferred promptly?电话转 接速度16. it was free of background noise.电话里无 杂音17. did the operator thanks for guest's call?接 线生有否向客人致谢1sub total总机得分701.2 reservation 预 ij 部totalactual1. the call was picked up wihin

7、 3 rings.电话 三响内接听12. answered professionally and stated the hotel name员工应答专业并道出酒店名林13. the call was free from background noise 电话里无杂音14. the date of arrival and departure were confirmed确认入住及离店日期15. did the reservation staff explain patiently & clearly?耐心清楚地解释16. did confirm the guest name5 s spe

8、lling and contact method确认客人姓名及联系方式17. did state what the room rate is inclusive of, departure time etc报出房价及包含的顶目，离 店时间等18. did the reservation staff upsell?员工是否 向上第售19. how was reservation staff s english? mi 英语水平110. was the guest addressed by name?是否 称呼客人姓名111. did the staff repeat the detail of

9、the reservation是否确认订房的内容112. did the reservation staff thanks for guest's call?接线生有否向客人致谢1sub total预ij部得分1201.3 station counter/arrival 接机服务totalactual1. staff looked professional 员工表现专业12. welcome guest at first instance with eye contact (y/n)欢诬客人时是否目光接融13. guest arrival well handled 及时、顺利地接 到客

10、人14. was help given for luggage etc?帮忙客人 拿行李及其他物件15. help the guest to open car door 帮忙客人开 车门16. request guest whether he likes to have music/volumesuitability询间客人音量合适17. courteous conversation, not asking private questions合适的对话,不间秋人问题18. careful driving 驾驶技廿19. the seat belt was easy to use 安全带易于使

11、用110. inform guest regarding approximate time to take to reach the hotel提供预估抵店时间111. open door for guest and take care of guesf s luggage帮客人开门并照顾行李112. suitable temperature in the limousine 汽车 内温度舒适、整洁113. the boot is clear of the driver, s personal belongings汽车行李箱内无杂物114. did the driver thank the g

12、uest?司机是否向 客人道谢1sub total行李部得分1401.4 check-in前台接待totalactual1. doorman and bellboy awaiting guests 门童 及行李员就位等候12. greeting guest warmly 热情间候客人13. helping guest with the luggage 帮客人提行 李14. open the door and lead the guest into the lobby为客人开门，引客人进门15. hotel entrance is clean and no obstruction 酒 店人口清洁

13、无杂物16. guest was served within 30 second upon arriving the reception counter 客人抵达接待台 30秒'内被接待17. are the receptionist smiling at times when serving the guests?员工微笑着接待客人18. do they have eye contacts when talking to guest?和客人会话时保持目光接眦19. do the receptionist address the guest name at least once?在会话

14、中,员工至少有一次称呼 客人姓名110. do the staff confirm the reservation information?是否确认订房信息111. check -in took less than 5 minutes and luggage was delivered to room 在 5 分钟内亦 完入住手续，行李被送上房同112. did the staff thank the guest for choosed hotels and wish guest had a nice stay? 员工有 无感谢客人下楫酒店并祝客人人住愉快？113. knocking on d

15、oor lightly when luggage was brought to the room行李生送行李到房间时 轻轻嚴n114. upon entry to room, greeted guest courteously进房间时，礼貌彳寺客与问候115. during conversation, the guesf s name was addressed at least once对话中起码尊称客人 姓名一次116. luggage was placed on the luggage rack 行 李安放行李架上117. thanking the guest 感谢客人1sub tota

16、l接待部得分1701.5 wake-up call 叫禮服务totalactual1. phone was picked up after 3 rings 电话三响1内接听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 称13.during conversation, the user name was mentioned at least once在会话中，员工至少有 次祢呼客人姓名14. repeat what the guest* s request to confirm infor

17、mation有确汰客人的要求15. wish guest good night向客人说晚安午安16. wake up call must not be more than 5 minutes difference than the guest requested 叫 0?客人的时间要准确，差异不能趟出5分鉀1sub total凹醪服务得分601.6 information 间询处totalactual1. phone was answered in 3 rings 电话三响内 接听12. greet guest, inform guest who he is speaking to员:向客人致

18、意并报岗位名称13. never let the guest wait for more than 30 second不让客人等候超过30秒钟14. when approach the information counter, the guest should be attended to in 30 second 客人 抵达调冋处在30秒内有人接待15. greets the guest warmly 热情向客人致意16. leaflets, promotion materials and information are in stock资料齐备17. provide free maps a

19、nd places of interests 免 费地图及观光点讯息18. all the fax should be delivered within 15 minutes所有传真在15分鉀內办妥19. employees are familiar with product knowledge服务员裁悉酒店产品知识110. the counter is always neat and tidy 柜台整 洁1sub total何询处得分1001.7 concierge 礼宾部totalactual1 the phone was answered within 3 rings 电 话响三次内接听

20、12. 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13. the staff confirmed the number of luggage 确认行李件数14. 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15. the staff thank the guest for staying in hotel员工感谢客人下榻海航酒店16. the bell boy came t

21、o the room within 10 minutes行李员在10分鉀内抵达客房17. the bellboy knocked on the door lightly 行 李员有轻轻廠门18. the bellboy greet the guest politely 行李员 向客人行礼19. 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110. concierge carry luggage 礼宾部员工帮忙 搬运行李111. concierge help

22、guest to open the door of the car礼宾部员工帮客人打开车门112 thank guest and wish him a good journey祝客人旅程愉快1sub total礼宾部得分1201.8 checking out 收银totalactual1 guest was served within 30 second upon arriving the reception counter 客人抵达柜台 30枚内被接侍12. are the staff smiling at times when serving the guests?员工傲笑着接待客人13.

23、 do they have eye contacts when talking to guest?和客人会话时保持目光接融14. 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15. do the staff confirm the room number? 是 否确认房间号码16. was the bill presentation done properly? 结 帐程序妥善处理17. did staff explain the types of payment methods?有清楚解说结帐方法18

24、. did the staff thank the guest for staying?员 工有感谢客人19. are the staff saying goodbye to guest when the guest was about to leave?员工有向客人说 再见1101. did staff arrange concierge to collect luggage?有安井礼宾部同时搬运行李111. did staff thank the guest and invite him to come and stay again?有否遨请客人再次光临1sub total收银得分1101

25、.9 overall impression of front office 大堂整 体印象totalactual1. is lighting adequate?灯火通明12. is the temperature comfortable?温度舒适13. is ventilation adequate? 空气流通14.are signs & directions clear?方向指示淸 楚15. are there designatedn on-smokingareas?有非吸烟区16. is the road main entrance well-maintained, clear o

26、f debris?通道整齐有序，无杂物17. is appearance of main entrance in excellent shape?大堂主要通道美观大方1& was a piece of litter on the floor cleared promptly?地面杂物很快清 理19. how often are finger prints on glass doors cleaned?大d玻璃手指印多久淸理110. are the furniture/fitting surfaces clean and clear of dust?家具枱橈清洁无灰尘111. are t

27、he furniture/fitting surfaces clear of any unwanted items?家具枱橈无杂物112. are the floor surface clean?地面淸洁113. are the stairways clean?楼梯无杂物114. are any of the lights out of order?灯具设 置无破损115. are any of the fitting not in proper condition?所有大堂设置无破损116. are the flowers fresh?摆设鲜花117. are the plants well

28、 maintained, no dried leaves etc?室内植物培植好118. is the flooring in good condition?地面无破 损119. is the floor area of the restroom frequently cleaned?洗手间地面清洁120. is the washbasin surface clean?洗手盆清 洁121. is the wash basin surrounding area dry?洗手盆周围干淨122. is soap/washing detergent replenished? 洗 手液得到补充123.

29、are the doors of the restroom clean? 地面 干淨124. are other fittings of the restroom in good working order?其他设备没破损125. are the staff uniform clean & tidy?制服清 洁和整齐126. do the staff look attentive & professional? 员工专业形象,照顾周到127. are the male staff hair short & well combed?男员工头发整齐128. if the f

30、emale staff have long hair, are they neatly tied or kept?女员工如长头发，有否紮 起来129. do the staff have clean & short fingernails?指甲清洁，短和整齐130. do the staff wear any excessive jewelry? 职 员没配戴不适当的首饰131. when spoken to, are the staff courteous ? 对话时,职员有礼貌132. do they have eye contacts when talking to guest?

31、对话时员工能够和客人保持目光接133. when they come across guest do they acknowledge or smile?员工与客人面对面时 能够打招呼或傲笑1sub total整依印象得分3302. rooms 客房2.1 room evaluation 客房评估totala c t u a i1. is lighting adequate?灯光足够舒适12. is the temperature comfortable?室温舒适13. is ventilation adequate?通风舒适足够14. is the ambience pleasant?坏境、

32、气氛舒适 畧悦15. are the fire exit sign clear and other instructions legible?安全出口指示/标示清晰16. the room is quiet 房间安静17. are the furniture/fitting surfaces clean and clear of dust?客房家具/设置表面洁亮无尘埃18. is the carpet free of any stain?地毯无汚 点19. is the mini fridge clean / ordorless?冰箱洁 净无异味110. are windows clean,

33、both inside & outside? 窗玻璃内外都洁亮111. are cupboards clean?杯柜洁净112. are drawers and contents neatly displayed? 抽屉及内物品整齐展示113. is the bathroom clean?浴室洁淨114. is towel clean and smell fresh?毛巾洁白/ 气味清新115. the net curtain is clean ?紗帘洁浄无 汚116. the bed line is clean 床殘洁淨117. is the wall clean and spotl

34、ess 墙壁洁浄无 汚点118. are all furniture clean and stainless 所有 家具洁亮无汚点119. are all lamps clean 灯具/ 罩洁净120. are all floor & wall surfaces in good order? 地台/墙面无破损121. fittings and appliances room in good order? 客房/浴室所有设置无破损122. is water pressure/hot water adequate?水流 压平衡热水足够，15杪内这到46-5vc123. is the tv

35、in proper working order and have hnachannel?电视运作正常,具有海前频道124. is the mini bar contents in good order? 客 借迷你吧内容整齐有序125. is bathroom in perfect order?浴室设置有 序有条理126. is the internet connection trouble free?上1网顺畅27. is the mirrors is perfect condition? 镜子完 美无损128. are the tiles in the bathroom in good c

36、ondition ?浴室墙砖完好无损129. shower glass panel clean 浴室玻璃洁净130. toilet and water drainage in good condition? 洗手间排水完好操作正常131. is bathroom ventilation quiet ?浴室排气、 抽风系统安諦132. are all utilities replaced after use ?易耗品用 后补充及时133. bathrobe is clean and made of good material 浴袍洁淨艮林料适当134. glasses are clean and

37、 co stars are available 玻璃杯洁亮、杯垫在位135. face towels are clean and feel fresh and soft 面巾柔软清新洁浄136. room cleaning is completed before 14:00 中午两点前完成在住客人房间清理137. staff respect the “do not disturb” sign 服 务员遵从"请勿打扰”指示138. all the utensils are placed accordingly 所有 用品补充到位1sub total客房评估得分3802.2 room m

38、ake up and turn down service 房 间收拾与开夜床totala c t u a i1. the phone call to housekeeping is answered within 3 rings电话三响内接听12. request to have the room clean takes less than 10 minutes for the maid to arrive 提岀要 求清理房间服务员在10分钟内到达13. cleaning of the room takes no more than20 minutes清理房间时间不超过20分外14. all

39、bathroom utensils are replaced 浴室所 有用品都更换补充15. wet towels are replaced 使用过的毛巾都 更换16. toiletries are neatly arranged 浴室用品、易 耗品那整齐瞿设17. the guest* s personal toiletries items are neatly arranged客人自帶机人梳洗用品胡处 理整齐19. 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： 0

40、0110. the quilt is neatly opened to reveal the need 棉被整齐打开显示备用111.set up the good night card or hotel gift 床头 放置晚安卡或致意品112. bed side lamps are switched on 床边灯打 亮113. the room service menu is placed on a noticeable position送餐菜牌故显眼位置114. bins are emptied垃圾桶已淸理115. all the utensils in the room are put

41、back on their original places房内所有s!置用品都放回 原位116. all shoes closes are neatly placed 所有 |± 衣服部整齐瞿放悬挂117. stationeries are replaced 文具信奴部补给118. glasses or plates that have been used are taken away or replaced用il的杯碟胡更换119. newspaper and magazines are neatly piled up报奴、杂志都整齐折叠120. the remote contro

42、l is placed on the bed 电 视遥控器放在床头适当位置1sub total房间收常与开床得分1902.3 laundry 洗衣totala c t u a i1. the laundry list include service time 洗衣单 含服务时间12. it gives collection & delivery details 洗衣单 上提示交收指引13. it indicates a phone number 洗衣单上显示 服务电话14. pricing is clear 价目清晰15. laundry bag is available配有环保洗衣袋

43、备 用16. laundry to be collected in 10 minutes after the guest call致电洗衣耍求10分鉀内完成收17. the staff should lightly knock on the door 1 务员轻敲房门18. the staff should courteously greet the guest 服务员礼貌地称呼客人19. the guest* s name should be addressed at least once至少一次称呼客人姓名110. should confirm the items to be washed

44、 送 洗衣服逐件确认111. did staff thank guest?是否向客人致谢112. was laundry delivered on time?洗衣是否 按时送回114. has all items been returned 所有送洗/熨衣 物都送el,并包装、悬挂整齐115. the charges are clearly indicated 收费都清 晰指示116. the items have been washed satisfactorily 送洗熨衣物那满意118. all tags were removed送洗熨衣物上的标 崛稲拆除119. socks were

45、folded in pairs 袜子是否配对 -双1sub total 洗衣得分1702.4 mini bar 迷你吧totala c t u ai1. it is inspected every day 每天点査12. the used items are being replaced 用后补给13. dirty glasses should be changed 用 ii 杯更 换14. is the mini fridge clean / odorless ?冰箱洁 浄无异味15. the mini fridge is well installed 冰箱安放稳1固6. in good c

46、ondition, no frost /ice 冰箱功能良 好，无结冰/霜17. there are sufficient drinks and fast food 足 够 玄料及小食种类18. price list is available 附价目清单19. the items of the bar match that of the fridge 清单与配置项目相符110. the date of the production are indicated and they are not overdue印有期限并无过期111. the label of the food items sho

47、uld face outside食品标貼面向外112. glasses are placed on coasters 杯摆设在杯 垫上113. cocktail sticks and coasters are available 备 有混酒棒及杯垫114. tissues are available 有备用餐巾妖115. ice container and tong are available 备曲桶 及卅子1sub total迷你吧得分1502.5 overall room comfort 舒适程度totala c t u ai1. the room has a nice ambience,

48、 temperature and humidity is comfortable 房 |ii坏境舒适，温 度、湿度适当（温度在24-26度，相对湿度在 45% -55%）12. the room is very quiet, noise from next room are well insulated房间安静，房与房隔音良好13. the insulation from the street is good 房间 与術道上隔音良好14. it gives a clean and fresh feeling 给人以洁 淨清新的感觉15. the room is tastefully furni

49、shed 装筛设廿瞿 设具有品位猱围16. the air-condition is efficient and quiet 房内 空调足做及无噪音17. the switch of the air-condition is easy to adjust空调控制容易操作18. the furniture is well arranged 家具樸设爰当 合适19. the desk and chairs are comfortable 桌椅舒 适合j!110. the bed is comfortable 床鈿适111. the pillows are of good texture and m

50、aterial ,pillow is comfortable 枕头用料及结 构良好，枕头舒适112.可提供3种以上不同类型枕头供客人选 择113.棉织品棉纱支数是否达到80x60以上114. the quilt is of the right thickness 棉被厚 薄适中1sub total舒适程度得分1403. food & beverage 餐钦3.1 buffet breakfast 自助早餐totala c t u a i1. was guest attended to in 15 seconds upon arrival?顾客到达餐厅后15枚以内有没有被 接待？12.

51、does the hostess escort the guest to the seat? 迎宾小姐有没有引导顾客就坐？13. when greeting, do the staff say good morning to the guests ?员工向顾客间候时，有没有说“早上肝?14. are the staff pouring tea/coffee after the guest has sat down?当顾客就坐后员工有没有斟 茶（咖啡）?15. are coasters being placed when drinks are served?上饮料时故杯垫16. are the staff cleaning the table after everyone on the table have finished their course? 员工是 否在客人用完餐后及时清理桌子?17. are the staff take away the dish plate on thetable after everyone has finished their food? 员工是否及时撇走客人用过的盘子？18. are the staff using service tray to carry the cups and sa