酒店管理导论酒店品质检查细则评分表(中英文)

1、酒店品质检查细则评分表评分表标准得分总计500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。 五星级酒店最低得分率90%，四星级酒店最低得分率85%，三星级酒店最低得分率为75%。 得分率=实际得分/标准得分100%。检查项目 Check List标准得分 Tatol实际得分 Actual%叶予舜 二一二年八月二十七日星期一1. Fronnt Offfice 前前厅1.1 Opeeratorr 总机701.2 Reeservaation 预订部1201.3 Staation Countter/Arrrivall 接机服务务1401.4 Cheeck-inn 接待部1701.5 Mo

2、rrning Call 叫醒服务601.6 Innformaation 问询处 1001.7 Connciergge 礼宾部1201.8 Cheeckingg Out 收银1101.9 Ovveralll Imprressioon of Frontt Offiice 整体体印象330前台得分Froont Offfice Sub TTatol 12202. Roomms 客房2.1 Rooom Evvaluattion 客房评估估3802.2 Rooom Makke Up and TTurn DDown SServicce 房间收收拾与开夜床床1902.3 Lauundry 洗衣1702.4 M

3、iini Baar 迷你吧 1502.5 Oveerall Room Comfoort 舒适适程度140客房得分Roooms Suub Tattol10303. Foodd & Beeveragge 餐饮3.1 Bufffet BBreakffast 自助早餐餐2003.2 Chhinesee Resttaurannt Serrvice中中餐厅3203.3 Wesstern Restaaurantt 西餐厅 3703.4 Barr/Cofffee shhop/Loobby BBar 咖啡啡厅/酒吧2303.5 Rooom Seervicee 送餐服务务 2903.6 Ovveralll Com

4、ffort iin Dinning AAreas 整体餐厅舒舒适程度240餐饮得分Foood & BBeveraage Suub Tattol16504. Otheer serrvicess 其它4.1 Reccreatiion FFitnesss Cennter 康康乐设施 3204.2 Bussinesss Centter商务中中心804.3 Rettail OOutletts商店904.4 Souuvenirr Shopp 纪念品商商店904.5 Enggineerring & Mainntenannce工程/维修110其它得分Othher Seervicees Subb Tatool6

5、905. Faciilitiees forr safeety & the hhandiccap 安全全设施5.1 Faacilitties ffor Saafety 安全设施1105.2 Hanndicapp Peopple annd Chiild-caare Seervicee儿童/伤残残人士设施80安全设施得分SSafty & Hanndicapp Sub Tatoll1906. Overrall IImpresssion of Hootel 整整体印象6.1 Hottel Ouutdoorr Areaa 酒店户外外地区606.2 Corrridorrs 走廊706.4 Pubblic R

6、Restroooms 公公共洗手间90整体印象得分OOveralll Imppressiion Suub Tattol220酒店总得分Hootel GGrand Tatoll500001. Fronnt Offfice 前台 1.1 Opperatoor 总机标准得分 Tatoll实际得分 Actuaal1. It was aanswerred wiithin 3 rinngs.电话话三响内接听听12. Did the ooperattor grreet tthe guuest aand sttated the nname oof thee hoteel? 接线线生有道出酒酒店名称和向向客人致

7、意13. Doees thee operratorss speaak witth a ffrienddly toone? 接接线生声调亲亲切14. Wass the commaand off Engllish ggood? 英语掌握得得好15. Waas thee calll trannsferrred prromptlly? 电话话转接速度16. It was ffree oof bacckgrouund nooise. 电话里无杂杂音17. Did the ooperattor thhanks for gguests calll? 接线线生有否向客客人致谢1Sub Tottal 总机机得分

8、701.2 Resservattion 预订部TotalActual1. Thee calll was pickeed up wihinn 3 riings. 电话三响内内接听12. Anssweredd proffessioonallyy and stateed thee hoteel namme 员工应应答专业并道道出酒店名称称13. Thhe calll wass freee fromm backkgrounnd noiise 电话话里无杂音14. Thhe datte of arrivval annd depparturre werre connfirmeed 确认入入住及离店日日期1

9、5. Diid thee reseervatiion sttaff eexplaiin pattientlly & cclearlly?耐心清清楚地解释16.Diid connfirm the gguest names speellingg and contaact meethod 确认客人姓姓名及联系方方式17. Didd statte whaat thee roomm ratee is iinclussive oof, deepartuure tiime ettc 报出房房价及包含的的项目，离店店时间等18.Didd the reserrvatioon staaff uppsell? 员工

10、是否否向上销售19. How was reseervatiion sttaffss Engllish? 员工英语水水平110. Waas thee guesst adddresseed by name? 是否称呼呼客人姓名111. Diid thee stafff reppeat tthe deetail of thhe resservattion 是是否确认订房房的内容112. DDid thhe resservattion sstaff thannks foor gueests call? 接线生有有否向客人致致谢1Sub Tottal 预订订部得分1201.3 Staation Coun

11、tter/Arrrivall 接机服务务TotalActual1. Stafff loooked pprofesssionaal 员工表表现专业12. Welccome gguest at fiirst iinstannce wiith eyye conntact (y/n) 欢迎客人人时是否目光光接触13. Guesst arrrival well handlled 及时时、 顺利地地接到客人14. Was help givenn for luggaage ettc? 帮忙客人人拿行李及其其他物件15. Helpp the guestt to oopen ccar dooor 帮忙忙客人开车

12、门门16. Requuest gguest whethher hee likees to have musicc/voluume suuitabiility 询问客人音音量合适17. Courrteouss convversattion, not aaskingg privvate qquestiions 合合适的对话，不不问私人问题题18. Careeful ddrivinng 驾驶技技巧19. The seat belt was eeasy tto usee 安全带易易于使用110. Infform gguest regarrding approoximatte timme to take

13、 to reeach tthe hootel 提提供预估抵店店时间111. Opeen dooor forr guesst andd takee caree of gguests lugggage 帮客人开门门并照顾行李李112. Suiitablee tempperatuure inn the limouusine 汽车内温度度舒适、整洁洁113. Thee boott is cclear of thhe driiverss perssonal belonngingss 汽车行李李箱内无杂物物114. Didd the driveer thaank thhe gueest? 司司机是否向客客

14、人道谢1Sub Tottal 行李李部得分1401.4 Cheeck-inn 前台接待待TotalActual1. Doorrman aand beellboyy awaiiting guestts 门童及及行李员就位位等候12. Greeeting guestt warmmly 热情情问候客人13. Helpping gguest with the lluggagge 帮客人人提行李14. Openn the door and llead tthe guuest iinto tthe loobby 为为客人开门，引引客人进门15. Hoteel enttrancee is cclean an

15、d nno obsstructtion 酒酒店入口清洁洁无杂物16. Guesst wass servved wiithin 30 seecond upon arrivving tthe reeceptiion coounterr 客人抵达达接待台300 秒内被接接待17. Aree the recepptioniist smmilingg at ttimes when serviing thhe gueests? 员工微笑着着接待客人18. Do they have eye ccontaccts whhen taalkingg to gguest? 和客人会会话时保持目目光接触19. Do

16、the rrecepttionisst adddress the gguest name at leeast oonce? 在会话中,员工至少有有一次称呼客客人姓名110. Doo the stafff conffirm tthe reeservaation inforrmatioon? 是否否确认订房信信息111. Cheeck iin toook lesss thaan 5 mminutees andd lugggage wwas deeliverred too roomm 在5分钟钟内办完入住住手续，行李李被送上房间间112. Diid thee stafff thaank thhe g

17、ueest foor chooosed hotells and wish guestt had a nicce staay? 员工工有无感谢客客人下榻酒店店并祝客人入入住愉快？113. Knoockingg on ddoor llightlly wheen lugggage was bbroughht to the rroom 行行李生送行李李到房间时轻轻轻敲门114. Upoon enttry too roomm, greeeted guestt courrteoussly 进房房间时，礼貌貌待客与问候候115. Durring cconverrsatioon, thhe gueests n

18、ame was aaddresssed aat leaast onnce 对话话中起码尊称称客人姓名一一次116. Lugggage was pplacedd on tthe luuggagee rackk 行李安放放行李架上117. Thaankingg the guestt 感谢客人人1Sub Tottal 接待待部得分1701.5 Waake-upp Calll 叫醒服务务TotalActual1. Phonne wass pickked upp afteer 3 rrings 电话三响内内接听12. Stafff greeet guuest, and iinformm the gues

19、tt who he iss speaaking to 员工工向客人致意意并报岗位名名称13.Durinng connversaation, the user name was mmentiooned aat leaast onnce 在会会话中,员工工至少有一次次称呼客人姓姓名14. Repeeat whhat thhe gueests requeest too conffirm iinformmationn 有确认客客人的要求15. Wishh guesst goood nigght 向客客人说晚安午安16. Wakee up ccall mmust nnot bee moree thann

20、 5 miinutess diffferencce thaan thee guesst Reqquesteed 叫醒客客人的时间要要准确,差异异不能超出55分钟1Sub Tottal 叫醒醒服务得分601.6 Innformaation 问询处TotalActual1. Phonne wass answwered in 3 ringss 电话三响响内接听12. Greeet gueest, iinformm guesst whoo he iis speeakingg to 员员工向客人致致意并报岗位位名称13. Neveer lett the guestt waitt for more tha

21、n 30 seecond 不让客人等等候超过300秒钟14. Whenn apprroach the iinformmationn counnter, the gguest shoulld be attennded tto in 30 seecond 客人抵达询询问处在300 秒内有人人接待15. Greeets thhe gueest waarmly 热情向客人人致意16. Leafflets, prommotionn mateerialss and inforrmatioon aree in sstock 资料齐备17. Provvide ffree mmaps aand pllaces

22、of innteressts 免费费地图及观光光点讯息18. All the ffax shhould be deeliverred wiithin 15 miinutess 所有传真真在15分钟钟內办妥19. Emplloyeess are familliar wwith pproducct knoowledgge 服务员员熟悉酒店产产品知识110. Thee counnter iis alwways nneat aand tiidy 柜台台整洁1Sub Tottal 问询询处得分1001.7 Cooncierrge 礼宾部TotalActual1 Thee phonne wass answ

23、wered withiin 3 rrings 电话响三次次内接听12. Theere waas a ccourteeous ggreetiing annd staaff coonfirmmed thhe cheeck-ouut timme 员工向向客人致意并并确认离店时时间13. Thee stafff connfirmeed thee numbber off lugggage 确确认行李件数数14. Thee stafff adddresseed thee guessts nname aat leaast onnce 在会会话中,员工工至少有一次次称呼客人姓姓名15. Thee stafff

24、 thaank thhe gueest foor staaying in hootel 员工感谢谢客人下榻海海航酒店16. Thee belll boy came to thhe rooom witthin 110 minnutes 行李员在110分钟内抵抵达客房17. Thee belllboy kknockeed on the ddoor llightlly 行李员员有轻轻敲门门18. Thee belllboy ggreet the gguest polittely 行行李员向客人人行礼19. DDuringg convversattion, the bbellbooy adddress

25、eed thee guesst namme at leastt oncee 在会话中中,员工至少少有一次称呼呼客人姓名110. Connciergge carrry luuggagee 礼宾部员员工帮忙搬运运行李111. Connciergge hellp gueest too openn the door of thhe carr 礼宾部员员工帮客人打打开车门112 Thannk gueest annd wissh himm a goood joourneyy 祝客人人旅程愉快1Sub Tottal 礼宾宾部得分1201.8 Chheckinng Outt 收银 TotalActual1 G

26、ueest waas serrved wwithinn 30 ssecondd uponn arriiving the rrecepttion ccounteer 客人抵抵达柜台300 秒内被接接待12. Aree the stafff smilling aat timmes whhen seervingg the guestts? 员工工微笑着接待待客人13. Do they have eye ccontaccts whhen taalkingg to gguest? 和客人会会话时保持目目光接触14. Do the sstaff addreess thhe useer namme at l

27、eastt oncee? 在会话话中,员工至至少有一次称称呼客人姓名名15. Do the sstaff confiirm thhe rooom nummber? 是否确认房房间号码16. Wass the bill preseentatiion doone prroperlly? 结帐帐程序妥善处处理17. Didd stafff expplain the ttypes of paaymentt methhods? 有清楚解说说结帐方法18. Didd the stafff thannk thee guesst forr stayying? 员工有感谢谢客人19. Are the sstaf

28、f sayinng gooodbye to guuest wwhen tthe guuest wwas abbout tto leaave? 员员工有向客人人说再见1101. Diid staaff arrrangee concciergee to ccollecct lugggage? 有安排礼礼宾部同时搬搬运行李111. Didd stafff thaank thhe gueest annd invvite hhim too comee and stay againn?有否邀请请客人再次光光临1Sub Tottal 收银银得分1101.9 Oveerall Impreessionn of

29、FFront Officce 大堂整整体印象TotalActual1. Is llightiing addequatte? 灯火火通明12.Is tthe teemperaature comfoortablle? 温度舒适适13.Is vventillationn adeqquate? 空气气流通14.Are signss & diirectiions cclear? 方向指示示清楚 15.Are theree desiignateed nonn-smokking aareas? 有有非吸烟区16.Is tthe rooad maain enntrancce welll-maiintainne

30、d, cclear of deebris? 通道整齐齐有序, 无无杂物17.Is aappearrance of maain enntrancce in excelllent shapee? 大堂主主要通道美观观大方18.Was a piiece oof littter oon thee flooor cleaared prommptly? 地面杂物物很快清理 19.How oftenn are fingeer priints oon glaass dooors ccleaneed? 大门玻璃璃手指印多久久清理110.Aree the furniiture/fittiing suurfacee

31、s cleean annd cleaar of dust? 家具枱櫈清洁无灰灰尘111. Aree the furniiture/fittiing suurfacees cleear off any unwannted iitems? 家具枱櫈无杂物112. Aree the floorr surfface cclean? 地面清洁 113. Aree the stairrways cleann? 楼梯无无杂物114. Aree any of thhe ligghts oout off ordeer? 灯具设置置无破损115. Aree any of thhe fittting not iin

32、 prooper ccondittion? 所有大堂设设置无破损116. Aree the floweers frresh? 摆设鲜花花117. Aree the plantts welll maiintainned, nno driied leeaves etc? 室内植物物培植好 118. Is the fflooriing inn goodd condditionn? 地面无无破损119. Is the ffloor area of thhe resstroomm freqquentlly cleeaned? 洗手间地地面清洁120. Is the wwashbaasin ssurfac

33、ce cleean? 洗洗手盆清洁121. Is the wwash bbasin surrooundinng areea dryy? 洗手盆盆周围干净 122. Is soap/washiing deetergeent reepleniished? 洗手液得得到补充123. Aree the doorss of tthe reestrooom cleean? 地面干净净124. Aree otheer fitttingss of tthe reestrooom in good workiing orrder? 其他设备没没破损125. Aree the stafff unifform ccl

34、ean & tiddy? 制服清洁洁和整齐126. Do the sstaff look attenntive & proofessiional? 员工专业业形象, 照照顾周到127. Aree the male stafff hairr shorrt & wwell ccombedd? 男员工头头发整齐 128. If the ffemalee stafff havve lonng haiir, arre theey neaatly ttied oor keppt? 女员员工如长头发发, 有否紥紥起来129. Do the sstaff have cleann & shhort ffinge

35、rrnailss? 指甲清洁洁,短和整齐齐130. Do the sstaff wear any eexcesssive jjewelrry? 职员没配配戴不适当的的首饰131. Wheen spooken tto, arre thee stafff couurteouus ? 对对话时, 职职员有礼貌132. Do they have eye ccontaccts whhen taalkingg to gguest? 对话时员员工能够和客客人保持目光光接触133. Wheen theey comme acrross gguest do thhey accknowlledge or smmil

36、e? 员工与客人人面对面时能能够打招呼或或微笑1Sub Tottal 整体体印象得分3302. Roomms 客房2.1 Rooom Evaaluatiion 客房评估估TotalActual1.Is llightiing addequatte? 灯光光足够舒适12.Is tthe teemperaature comfoortablle? 室温温舒适13.Is vventillationn adeqquate? 通风舒适适足够14.Is tthe ammbiencce pleeasantt? 环境、气气氛舒适喜悦悦15.Are the ffire eexit ssign cclear and

37、oother instrructioons leegiblee? 安全出出口指示/标标示清晰16. The room is quuiet 房房间安静17.Are the ffurnitture/ffittinng surrfacess cleaan andd cleaar of dust? 客房家具具/设置表面面洁亮无尘埃埃18.Is tthe caarpet free of anny staain? 地地毯无汚点 19. Is tthe miini frridge cleann / orrdorleess? 冰冰箱洁净无异异味110. Aree winddows cclean, bothh

38、insiide & outsiide? 窗窗玻璃内外都都洁亮111.Aree cupbboardss cleaan? 杯柜柜洁净 112.Aree drawwers aand coontentts neaatly ddisplaayed? 抽屉及内物物品整齐展示示113.Is the bbathrooom cllean? 浴室洁净114.Is towell cleaan andd smelll freesh? 毛毛巾洁白/气气味清新115.Thee net curtaain iss cleaan ? 紗紗帘洁净无汚汚 116.Thee bed line is cllean 床床綫洁净117.

39、Iss the wall cleann and spotlless 墙墙壁洁净无汚汚点 118. Arre alll furnnituree cleaan andd staiinlesss 所有家具具洁亮无汚点119.Aree all lampss cleaan 灯具/罩洁净120.Aree all floorr & waall suurfacees in good orderr? 地台/墙面无破损损121.Fitttingss and appliiancess roomm in ggood oorder? 客房/浴浴室所有设置置无破损 122. Is waterr presssure/hot

40、 wwater adequuate? 水流压平平衡热水足足够，15秒秒内达到466-51CC123. Is the TTV in propeer worrking orderr and have HNA cchanneel? 电视视运作正常，具具有海航频道道124. Is the mmini bbar coontentts in ggood oorder? 客房迷你你吧内容整齐齐有序125.Is bathrroom iin perrfect orderr? 浴室设设置有序有条条理126.Is the iinternnet coonnecttion ttroublle freee? 上网网顺畅1

41、27.Is the mmirrorrs is perfeect coonditiion? 镜镜子完美无损损128.Aree the tiless in tthe baathrooom in good condiition ? 浴室墙墙砖完好无损损129. Shhower glasss paneel cleean 浴室室玻璃洁净130.Toiilet aand waater ddrainaage inn goodd condditionn? 洗手间间排水完好操操作正常131. Is bathrroom vventillationn quieet ? 浴浴室排气、抽抽风系统安静静132.Aree

42、all utiliities replaaced aafter use ?易耗品用后后补充及时133. Batthrobee is cclean and mmade oof goood matteriall 浴袍洁净净及材料适当当134. Glaasses are cclean and ccostarrs aree avaiilablee 玻璃杯洁洁亮、杯垫在在位135. Facce towwels aare cllean aand feeel frresh aand sooft 面巾巾柔软清新洁洁净136. Rooom cleeaningg is ccompleeted bbeforee 1

43、4:000 中午两两点前完成在在住客人房间间清理137. Staaff reespectt the “do nnot diisturbb” siggn 服务员员遵从“请勿勿打扰”指示示138. Alll the utenssils aare pllaced accorrdinglly 所有用用品补充到位位1Sub Tootal 客客房评估得分分3802.2 Rooom Makke Up and TTurn DDown SServicce 房间收收拾与开夜床床TotalActual1. Thee phonne calll to houseekeepiing iss answwered withi

44、in 3 rrings 电话三响内内接听12. Reqquest to haave thhe rooom cleean taakes lless tthan 110 minnutes for tthe maaid too arriive 提出出要求清理房房间服务员在在10分钟内内到达13. Cleeaningg of tthe rooom taakes nno morre thann 20 mminutees 清理房房间时间不超超过20分钟钟14. Alll bathhroom utenssils aare reeplaceed 浴室所所有用品都更更换补充15. Weet towwels aa

45、re reeplaceed 使用过过的毛巾都更更换16. Toiiletriies arre neaatly aarrangged 浴室室用品、易耗耗品都整齐摆摆设17. Thee guessts ppersonnal tooiletrries iitems are nneatlyy arraanged 客人自帶私私人梳洗用品品都处理整齐齐19. Turrn dowwn serrvice is prrovideed eveerydayy betwween 117:00 till 22:000 提供夜间间开床服务每每晚17:000至22：00110. Thee quillt is neatlly

46、 opeened tto revveal tthe neeed 棉被被整齐打开显显示备用111.Set up thhe goood nigght caard orr hoteel gifft 床头放放置晚安卡或或致意品112. Bedd sidee lampps aree swittched on 床边边灯打亮113. Thee roomm servvice mmenu iis plaaced oon a nnoticeeable posittion 送餐菜牌牌放显眼位置置114. Binns aree empttied 垃垃圾桶已清理理115. Alll the utenssils iin

47、thee roomm are put bback oon theeir orriginaal plaaces 房房内所有配置置用品都放回回原位116. Alll shoees cclosess are neatlly plaaced 所所有鞋衣服服都整齐摆放放悬挂117. Staationeeries are rreplacced 文具具信纸都补给给118. Glaasses or pllates that have been used are ttaken away or reeplaceed 用过的的杯碟都更换换119. Newwspapeer andd magaaziness are n

48、eatlly pilled upp 报纸、杂杂志都整齐折折叠120. Thhe remmote ccontrool is placeed on the bbed 电视视遥控器放在在床头适当位位置1Sub Tottal 房间间收拾与开床床得分 1902.3 Laaundryy 洗衣TotalActual1. The launddry liist inncludee servvice ttime 洗洗衣单含服务务时间12. It ggives colleectionn & deeliverry dettails 洗衣单上提提示交收指引引13. It iindicaates aa phonne nu

49、mmber 洗洗衣单上显示示服务电话14. Priccing iis cleear 价目目清晰15. Launndry bbag iss avaiilablee 配有环保保洗衣袋备用用16. Launndry tto be colleected in 100 minuutes aafter the gguest call 致电洗衣要要求10分钟钟内完成收取取 17. The stafff shouuld liightlyy knocck on the ddoor 服服务员轻敲房房门18. The stafff shouuld coourteoously greett the guestt 服务

50、员礼礼貌地称呼客客人19. The guestts naame shhould be adddresssed att leasst oncce 至少一一次称呼客人人姓名110. Shoould cconfirrm thee itemms to be waashed 送洗衣服逐逐件确认111. Didd stafff thaank guuest? 是否向客人人致谢112. Wass launndry ddeliveered oon timme? 洗衣衣是否按时送送回114. Hass all itemss beenn retuurned 所有送洗/熨衣物都送送回，并包装装、悬挂整齐齐115. T

51、hee charrges aare cllearlyy indiicatedd 收费都清清晰指示116. Thee itemms havve beeen wasshed ssatisffactorrily 送送洗熨衣物都都满意118. Alll tagss weree remooved 送送洗熨衣物上上的标贴都拆拆除119. Soccks weere foolded in paairs 袜袜子是否配对对一双1 Suub Tottal 洗衣衣得分1702.4 Minni Barr 迷你吧 TotalActual1. It iis insspecteed eveery daay 每天点点查12.

52、The used itemss are beingg repllaced 用后补给13. Dirtty glaasses shoulld be changged 用过过杯更换14. Is tthe miini frridge cleann / oddorlesss ? 冰冰箱洁净无异异味15. The mini fridgge is well instaalled 冰箱安放稳稳固16. In ggood ccondittion, no frrost /ice 冰冰箱功能良好好，无结冰/霜17. Therre aree suffficiennt driinks aand faast foood

53、足够够饮料及小食食种类18. Pricce lisst is availlable 附价目清单单19. The itemss of tthe baar mattch thhat off the fridgge 清单与与配置项目相相符110. Thee datee of tthe prroducttion aare inndicatted annd theey aree not overddue 印有有期限并无过过期111. Thee labeel of the ffood iitems shoulld facce outtside 食品标贴面面向外112. Glaasses are pplac

54、edd on ccoasteers 杯摆摆设在杯垫上上113. Coccktaill sticcks annd coaasterss are availlable 备有混酒棒棒及杯垫114. Tisssues are aavailaable有备备用餐巾纸115. Icee conttainerr and tong are aavailaable备冰冰桶及钳子1Sub Tottal 迷你你吧得分1502.5 Oveerall Room Comfoort 舒适适程度TotalActual1. The room has aa nicee ambiience，ttemperraturee and hu

55、middity iis commfortaable 房房间环境舒适适，温度、湿湿度适当(温温度在24 -26度，相相对湿度在445% -555%)12. The room is veery quuiet, Noisee fromm nextt roomm are well insullated 房间安静静,房与房隔隔音良好13. The insullationn fromm the streeet is good 房间与街道道上隔音良好好14. It ggives a cleean annd freesh feeelingg 给人以洁洁净清新的感感觉15. The room is taaste

56、fuully ffurnisshed 装装饰设计摆设设具有品位氛氛围16. The air-ccondittion iis effficiennt andd quieet 房内空空调足够及无无噪音17. The switcch of the aair-coonditiion iss easyy to aadjustt 空调控制制容易操作18. The furniiture is weell arrrangeed 家具摆摆设妥当合适适19. The desk and cchairss are comfoortablle 桌椅舒舒适合理110. Thee bed is coomforttable

57、床舒适111. Thee pilllows aare off goodd textture aand maateriaal ,Piillow is coomforttable 枕头用料料及结构良好好，枕头舒适适112. 可提供供3种以上不不同类型枕头头供客人选择择113.棉织品棉棉纱支数是否否达到8060以上114. Thhe quiilt iss of tthe riight tthicknness 棉棉被厚薄适中中1Sub Tottal 舒适适程度得分1403. Foodd & Beeveragge 餐饮3.1 Bufffet BBreakffast 自助早餐餐TotalActual1.W

58、as guestt atteended to inn 15 ssecondds upoon arrrival? 顾客到达达餐厅后155秒以内有没没有被接待？12.Doess the hosteess esscort the gguest to thhe seaat? 迎宾宾小姐有没有有引导顾客就就坐？13.Whenn greeeting, do tthe sttaff ssay Goood Moorningg to tthe guuests ? 员工向向顾客问候时时，有没有说说“早上好”？14.Are the sstaff pouriing teea/cofffee aafter the gg

59、uest has ssat doown? 当当顾客就坐后后员工有没有有斟茶（咖啡啡）？15.Are coastters bbeing placeed wheen driinks aare seerved? 上饮料时时放杯垫16.Are the sstaff cleanning tthe taable aafter everyyone oon thee tablle havve finnishedd theiir couurse? 员工是否在在客人用完餐餐后及时清理理桌子？17.Are the sstaff take away the ddish pplate on thhetablle aft

60、ter evveryonne hass finiished theirr foodd? 员工是是否及时撤走走客人用过的的盘子？18.Are the sstaff usingg servvice ttray tto carrry thhe cupps andd sauccers ? 员工有没没有使用托盘盘上茶杯和调调料？19. Are the sstaff/captaain saaying goodbbye too the custoomers when they leavee? 当顾客客离开时员工工或领班有没没有说再见？110. Aree the buffeet dissplay cleann