星级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1、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。

2、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%。

3、得分率=实际得分/标准得分×100%。检查项目CheckList标准得分

Tatol实际得分

Actual%1.FrontOffice前厅1.1Operator

总机701.2

Reservation

预订部1201.3StationCounter/Arrival接机服务1401.4Check-in接待部1701.5MorningCall叫醒服务601.6

Information

问询处1001.7Concierge

礼宾部1201.8CheckingOut收银1101.9

OverallImpressionofFrontOffice整体印象330前台得分FrontOfficeSubTatol12202.Rooms客房2.1

RoomEvaluation

客房评估3802.2RoomMakeUpandTurnDownService房间收拾与开夜床1902.3Laundry洗衣1702.4

MiniBar

迷你吧1502.5OverallRoomComfort舒适程度140客房得分RoomsSubTatol10303.Food&Beverage餐饮3.1BuffetBreakfast

自助早餐2003.2

ChineseRestaurantService中餐厅3203.3WesternRestaurant西餐厅3703.4Bar/Coffeeshop/LobbyBar咖啡厅/酒吧2303.5

RoomService送餐服务2903.6

OverallComfortinDiningAreas整体餐厅舒适程度240餐饮得分Food&BeverageSubTatol16504.Otherservices其它4.1Recreation–FitnessCenter康乐设施3204.2BusinessCenter商务中心804.3RetailOutlets商店904.4SouvenirShop

纪念品商店904.5Engineering&Maintenance工程/维修110其它得分OtherServicesSubTatol6905.Facilitiesforsafety&thehandicap安全设施5.1

FacilitiesforSafety安全设施1105.2HandicapPeopleandChild-careService儿童/伤残人士设施80安全设施得分Safty&HandicapSubTatol1906.OverallImpressionofHotel整体印象6.1HotelOutdoorArea酒店户外地区606.2Corridors走廊706.4PublicRestrooms公共洗手间90整体印象得分OverallImpressionSubTatol220酒店总得分HotelGrandTatol50000

1.FrontOffice

前台

1.1

Operator

总机标准得分

Tatol实际得分

Actual1.

Itwasansweredwithin3rings.电话三响内接听12.Didtheoperatorgreettheguestandstatedthenameofthehotel?接线生有道出酒店名称和向客人致意13.

Doestheoperatorsspeakwithafriendlytone?接线生声调亲切14.

WasthecommandofEnglishgood?英语掌握得好15.

Wasthecalltransferredpromptly?电话转接速度16.

Itwasfreeofbackgroundnoise.电话里无杂音17.Didtheoperatorthanksforguest'scall?接线生有否向客人致谢1SubTotal总机得分701.2Reservation

预订部TotalActual1.

Thecallwaspickedupwihin3rings.电话三响内接听12.

Answeredprofessionallyandstatedthehotelname员工应答专业并道出酒店名称13.

Thecallwasfreefrombackgroundnoise电话里无杂音14.

Thedateofarrivalanddeparturewereconfirmed确认入住及离店日期15.

Didthereservationstaffexplainpatiently&clearly?耐心清楚地解释16.

Didconfirmtheguestname’sspellingandcontactmethod确认客人姓名及联系方式17.

Didstatewhattheroomrateisinclusiveof,departuretimeetc报出房价及包含的项目，离店时间等18.

Didthereservationstaffupsell?员工是否向上销售19.Howwas

reservationstaff’sEnglish?员工英语水平110.

Wastheguestaddressedbyname?是否称呼客人姓名111.

Didthestaffrepeatthedetailofthereservation是否确认订房的内容112.

Didthereservationstaff

thanksforguest'scall?接线生有否向客人致谢1SubTotal预订部得分1201.3StationCounter/Arrival接机服务TotalActual1.Stafflookedprofessional员工表现专业1

2.Welcomeguestatfirstinstancewitheyecontact

(y/n)欢迎客人时是否目光接触1

3.Guestarrivalwellhandled及时、顺利地接到客人1

4.Washelpgivenforluggageetc?

帮忙客人拿行李及其他物件1

5.Helptheguesttoopencardoor帮忙客人开车门1

6.Requestguestwhetherhelikestohavemusic/volumesuitability询问客人音量合适1

7.Courteousconversation,notaskingprivatequestions合适的对话，不问私人问题1

8.Carefuldriving驾驶技巧1

9.Theseatbeltwaseasytouse安全带易于使用1

10.Informguestregardingapproximatetimetotaketoreachthehotel提供预估抵店时间1

11.Opendoorforguestandtakecareofguest’sluggage帮客人开门并照顾行李1

12.Suitabletemperatureinthelimousine汽车内温度舒适、整洁1

13.Thebootisclearofthedriver’spersonalbelongings

汽车行李箱内无杂物1

14.Didthedriverthanktheguest?司机是否向客人道谢1

SubTotal行李部得分140

1.4Check-in前台接待TotalActual

1.Doormanandbellboyawaitingguests门童及行李员就位等候1

2.Greetingguestwarmly热情问候客人1

3.Helpingguestwiththeluggage帮客人提行李1

4.Openthedoorandleadtheguestintothelobby为客人开门，引客人进门1

5.Hotelentranceiscleanandnoobstruction酒店入口清洁无杂物1

6.Guestwasservedwithin30seconduponarrivingthereceptioncounter客人抵达接待台30秒内被接待1

7.

Arethereceptionistsmilingattimeswhenservingtheguests?员工微笑着接待客人1

8.

Dotheyhaveeyecontactswhentalkingtoguest?和客人会话时保持目光接触1

9.

Dothereceptionistaddresstheguestnameatleastonce?在会话中,员工至少有一次称呼客人姓名1

10.

Dothestaffconfirmthereservationinformation?是否确认订房信息1

11.Check–intooklessthan5minutesandluggagewasdeliveredtoroom

在5分钟内办完入住手续，行李被送上房间1

12.

Didthestaffthanktheguestforchoosedhotels

andwishguesthadanicestay?员工有无感谢客人下榻酒店并祝客人入住愉快？1

13.Knockingondoorlightlywhenluggagewasbroughttotheroom行李生送行李到房间时轻轻敲门1

14.Uponentrytoroom,greetedguestcourteously进房间时，礼貌待客与问候1

15.Duringconversation,theguest’snamewasaddressedatleastonce对话中起码尊称客人姓名一次1

16.Luggagewasplacedontheluggagerack行李安放行李架上1

17.Thankingtheguest感谢客人1

SubTotal接待部得分170

1.5

Wake-upCall叫醒服务TotalActual

1.Phonewaspickedupafter3rings电话三响内接听1

2.Staffgreetguest,andinformtheguestwhoheisspeakingto员工向客人致意并报岗位名称1

3.Duringconversation,theusernamewasmentionedatleastonce在会话中,员工至少有一次称呼客人姓名1

4.Repeatwhattheguest’srequesttoconfirminformation有确认客人的要求1

5.Wishguestgoodnight向客人说晚安\午安1

6.Wakeupcallmustnotbemorethan5minutesdifferencethantheguestRequested叫醒客人的时间要准确,差异不能超出5分钟1

SubTotal叫醒服务得分60

1.6

Information

问询处TotalActual

1.Phonewasansweredin3rings电话三响内接听1

2.Greetguest,informguestwhoheisspeakingto员工向客人致意并报岗位名称1

3.Neverlettheguestwaitformorethan30second不让客人等候超过30秒钟1

4.Whenapproachtheinformationcounter,theguestshouldbeattendedtoin30second客人抵达询问处在30秒内有人接待1

5.Greetstheguestwarmly热情向客人致意1

6.Leaflets,promotionmaterialsandinformationareinstock资料齐备1

7.Providefreemapsandplacesofinterests免费地图及观光点讯息1

8.Allthefaxshouldbedeliveredwithin15minutes所有传真在15分钟內办妥1

9.Employeesarefamiliarwithproductknowledge服务员熟悉酒店产品知识1

10.Thecounterisalwaysneatandtidy柜台整洁1

SubTotal问询处得分100

1.7

Concierge

礼宾部TotalActual

1

Thephonewasansweredwithin3rings电话响三次内接听1

2.

Therewasacourteousgreetingandstaffconfirmedthecheck-outtime员工向客人致意并确认离店时间1

3.

Thestaffconfirmedthenumberofluggage确认行李件数1

4.

Thestaffaddressedtheguest’snameatleastonce在会话中,员工至少有一次称呼客人姓名1

5.

Thestaffthanktheguestforstayinginhotel

员工感谢客人下榻海航酒店1

6.

Thebellboycametotheroomwithin10minutes行李员在10分钟内抵达客房1

7.

Thebellboyknockedonthedoorlightly行李员有轻轻敲门1

8.

Thebellboygreettheguestpolitely行李员向客人行礼1

9.

Duringconversation,thebellboyaddressedtheguestnameatleastonce在会话中,员工至少有一次称呼客人姓名1

10.Conciergecarryluggage礼宾部员工帮忙搬运行李1

11.Conciergehelpguesttoopenthedoorofthecar礼宾部员工帮客人打开车门1

12Thankguestandwishhimagoodjourney

祝客人旅程愉快1

SubTotal礼宾部得分120

1.8

CheckingOut收银TotalActual

1

Guestwasservedwithin30seconduponarrivingthereceptioncounter客人抵达柜台30秒内被接待1

2.

Arethestaffsmilingattimeswhenservingtheguests?员工微笑着接待客人1

3.

Dotheyhaveeyecontactswhentalkingtoguest?和客人会话时保持目光接触1

4.

Dothestaffaddresstheusernameatleastonce?在会话中,员工至少有一次称呼客人姓名1

5.

Dothestaffconfirmtheroomnumber?是否确认房间号码1

6.

Wasthebillpresentationdoneproperly?结帐程序妥善处理1

7.

Didstaffexplainthetypesofpaymentmethods?有清楚解说结帐方法1

8.

Didthestaffthanktheguestforstaying?员工有感谢客人1

9.Arethestaffsayinggoodbyetoguestwhentheguestwasabouttoleave?员工有向客人说再见1

101.Didstaffarrangeconciergetocollectluggage?有安排礼宾部同时搬运行李1

11.Didstaffthanktheguestandinvitehimtocomeandstayagain?有否邀请客人再次光临1

SubTotal收银得分110

1.9OverallImpressionofFrontOffice大堂整体印象TotalActual

1.Islightingadequate?灯火通明1

2.

Isthetemperaturecomfortable?

温度舒适1

3.

Isventilationadequate?

空气流通1

4.

Aresigns&directionsclear?

方向指示清楚

1

5.

Aretheredesignatednon-smokingareas?

有非吸烟区1

6.

Istheroadmainentrancewell-maintained,clearofdebris?通道整齐有序,无杂物1

7.

Isappearanceofmainentranceinexcellentshape?大堂主要通道美观大方1

8.

Was

apieceoflitteronthefloor

cleared

promptly?

地面杂物很快清理

1

9.

Howoftenarefingerprintsonglassdoorscleaned?

大门玻璃手指印多久清理1

10.

Arethefurniture/fittingsurfacescleanand

clearofdust?

家具枱櫈清洁无灰尘1

11.Arethefurniture/fittingsurfacesclearof

anyunwanteditems?

家具枱櫈无杂物1

12.Arethefloorsurfaceclean?

地面清洁

1

13.Arethestairwaysclean?楼梯无杂物1

14.Areanyofthelightsoutoforder?

灯具设置无破损1

15.Areanyofthefittingnotinpropercondition?所有大堂设置无破损1

16.Aretheflowersfresh?

摆设鲜花1

17.Aretheplantswellmaintained,nodriedleavesetc?

室内植物培植好1

18.Istheflooringingoodcondition?地面无破损1

19.Isthefloorareaoftherestroomfrequentlycleaned?洗手间地面清洁1

20.Isthewashbasinsurfaceclean?洗手盆清洁1

21.Isthewashbasinsurroundingareadry?

洗手盆周围干净

1

22.Issoap/washingdetergentreplenished?

洗手液得到补充1

23.Arethedoorsoftherestroomclean?

地面干净1

24.Areotherfittingsoftherestroomingoodworkingorder?其他设备没破损1

25.Arethestaffuniformclean&tidy?

制服清洁和整齐1

26.Dothestafflookattentive&professional?员工专业形象,照顾周到1

27.Arethemalestaffhairshort&wellcombed?

男员工头发整齐

1

28.Ifthefemalestaffhavelonghair,aretheyneatlytiedorkept?女员工如长头发,有否紥起来1

29.Dothestaffhaveclean&shortfingernails?

指甲清洁,短和整齐1

30.Dothestaffwearanyexcessivejewelry?

职员没配戴不适当的首饰1

31.Whenspokento,arethestaffcourteous?对话时,职员有礼貌1

32.Dotheyhaveeyecontactswhentalkingtoguest?

对话时员工能够和客人保持目光接触1

33.Whentheycomeacrossguestdotheyacknowledgeorsmile?员工与客人面对面时能够打招呼或微笑1

SubTotal整体印象得分330

2.Rooms

客房

2.1RoomEvaluation

客房评估TotalActual

1.

Islightingadequate?灯光足够舒适1

2.

Isthetemperaturecomfortable?室温舒适1

3.

Isventilationadequate?通风舒适足够1

4.

Istheambiencepleasant?环境、气氛舒适喜悦1

5.

Arethefireexitsignclearandotherinstructionslegible?安全出口指示/标示清晰1

6.Theroomisquiet房间安静1

7.

Arethefurniture/fittingsurfacescleanandclearofdust?客房家具/设置表面洁亮无尘埃1

8.

Isthecarpetfreeofanystain?地毯无汚点

1

9.Istheminifridgeclean/ordorless?冰箱洁净无异味1

10.Arewindowsclean,bothinside&outside?窗玻璃内外都洁亮1

11.

Arecupboardsclean?杯柜洁净

1

12.

Aredrawersandcontentsneatlydisplayed?抽屉及内物品整齐展示1

13.

Isthebathroomclean?浴室洁净1

14.

Istowelcleanandsmellfresh?毛巾洁白/气味清新1

15.

Thenetcurtainisclean?紗帘洁净无汚

1

16.

Thebedlineisclean床綫洁净1

17.

Isthewallcleanandspotless墙壁洁净无汚点

1

18.

Areallfurniturecleanandstainless所有家具洁亮无汚点1

19.

Arealllampsclean灯具/罩洁净1

20.

Areallfloor&wallsurfacesingoodorder?地台/墙面无破损1

21.

Fittingsandappliancesroomingoodorder?客房/浴室所有设置无破损1

22.Iswaterpressure/hotwateradequate?水流\压平衡\热水足够，15秒内达到46-51°C1

23.IstheTVinproperworkingorderandhaveHNAchannel?电视运作正常，具有海航频道1

24.Istheminibarcontents

ingoodorder?客房迷你吧内容整齐有序1

25.

Isbathroominperfectorder?浴室设置有序有条理1

26.

Istheinternetconnectiontroublefree?上网顺畅1

27.

Isthemirrorsisperfectcondition?镜子完美无损1

28.

Arethetilesinthebathroomingoodcondition?浴室墙砖完好无损1

29.

Showerglasspanelclean浴室玻璃洁净1

30.

Toiletandwaterdrainageingoodcondition?洗手间排水完好操作正常1

31.Isbathroomventilation

quiet?浴室排气、抽风系统安静1

32.

Areallutilitiesreplacedafteruse?易耗品用后补充及时1

33.Bathrobeiscleanandmadeofgoodmaterial浴袍洁净及材料适当1

34.Glassesarecleanandcostarsareavailable玻璃杯洁亮、杯垫在位1

35.Facetowelsarecleanandfeelfreshandsoft面巾柔软清新洁净1

36.Roomcleaningiscompletedbefore14:00中午两点前完成在住客人房间清理1

37.Staffrespectthe“donotdisturb”sign服务员遵从“请勿打扰”指示1

38.Alltheutensilsareplacedaccordingly所有用品补充到位1

SubTotal客房评估得分380

2.2RoomMakeUpandTurnDownService房间收拾与开夜床TotalActual

1.

Thephonecalltohousekeepingisansweredwithin3rings电话三响内接听1

2.

Requesttohavetheroomcleantakeslessthan10minutesforthemaidtoarrive提出要求清理房间服务员在10分钟内到达1

3.

Cleaningoftheroomtakesnomore

than20minutes清理房间时间不超过20分钟1

4.

Allbathroomutensilsarereplaced浴室所有用品都更换补充1

5.

Wettowelsarereplaced使用过的毛巾都更换1

6.

Toiletriesareneatlyarranged浴室用品、易耗品都整齐摆设1

7.

Theguest’spersonaltoiletriesitemsareneatlyarranged客人自帶私人梳洗用品都处理整齐1

9.

Turndownserviceisprovidedeverydaybetween17:00till22:00提供夜间开床服务每晚17:00至22：001

10.Thequiltisneatlyopenedtorevealtheneed棉被整齐打开显示备用1

11.Setupthegoodnightcardorhotelgift床头放置晚安卡或致意品1

12.Bedsidelampsareswitchedon床边灯打亮1

13.Theroomservicemenuisplacedonanoticeableposition

送餐菜牌放显眼位置1

14.Binsareemptied垃圾桶已清理1

15.Alltheutensilsintheroomareputbackontheiroriginalplaces房内所有配置用品都放回原位1

16.Allshoes\closesareneatlyplaced所有鞋\衣服都整齐摆放\悬挂1

17.Stationeriesarereplaced文具信纸都补给1

18.Glassesorplatesthathavebeenusedaretakenawayorreplaced用过的杯碟都更换1

19.Newspaperandmagazinesareneatlypiledup报纸、杂志都整齐折叠1

20.

Theremotecontrolisplacedonthebed电视遥控器放在床头适当位置1

SubTotal房间收拾与开床得分190

2.3

Laundry洗衣TotalActual

1.Thelaundrylistincludeservicetime洗衣单含服务时间1

2.Itgivescollection&deliverydetails洗衣单上提示交收指引1

3.Itindicatesaphonenumber洗衣单上显示服务电话1

4.Pricingisclear价目清晰1

5.Laundrybagisavailable配有环保洗衣袋备用1

6.Laundrytobecollectedin10minutesaftertheguestcall致电洗衣要求10分钟内完成收取1

7.Thestaffshouldlightlyknockonthedoor服务员轻敲房门1

8.Thestaffshouldcourteouslygreettheguest服务员礼貌地称呼客人1

9.Theguest’snameshouldbeaddressedatleastonce至少一次称呼客人姓名1

10.Shouldconfirmtheitemstobewashed送洗衣服逐件确认1

11.Didstaffthankguest?是否向客人致谢1

12.Waslaundrydeliveredontime?洗衣是否按时送回1

14.Hasallitemsbeenreturned所有送洗/熨衣物都送回，并包装、悬挂整齐1

15.Thechargesareclearlyindicated收费都清晰指示1

16.Theitemshavebeenwashedsatisfactorily送洗熨衣物都满意1

18.Alltagswereremoved送洗熨衣物上的标贴都拆除1

19.Sockswerefoldedinpairs袜子是否配对一双1

SubTotal洗衣得分170

2.4MiniBar

迷你吧TotalActual

1.Itisinspectedeveryday每天点查1

2.Theuseditemsarebeingreplaced用后补给1

3.Dirtyglassesshouldbechanged用过杯更换1

4.Istheminifridgeclean/odorless?冰箱洁净无异味1

5.Theminifridgeiswellinstalled冰箱安放稳固1

6.Ingoodcondition,nofrost/ice冰箱功能良好，无结冰/霜1

7.Therearesufficientdrinksandfastfood足够饮料及小食种类1

8.Pricelistisavailable附价目清单1

9.Theitemsofthebarmatchthatofthefridge清单与配置项目相符1

10.Thedateoftheproductionareindicatedandtheyarenotoverdue印有期限并无过期1

11.Thelabelofthefooditemsshouldfaceoutside食品标贴面向外1

12.Glassesareplacedoncoasters杯摆设在杯垫上1

13.Cocktailsticksandcoastersareavailable备有混酒棒及杯垫1

14.Tissuesareavailable有备用餐巾纸1

15.Icecontainerandtongareavailable备冰桶及钳子1

SubTotal迷你吧得分150

2.5OverallRoomComfort舒适程度TotalActual

1.Theroomhasaniceambience，temperatureandhumidityiscomfortable房间环境舒适，温度、湿度适当(温度在24-26度，相对湿度在45%-55%)1

2.Theroomisveryquiet,Noisefromnextroomarewellinsulated

房间安静,房与房隔音良好1

3.Theinsulationfromthestreetisgood房间与街道上隔音良好1

4.Itgivesacleanandfreshfeeling

给人以洁净清新的感觉1

5.Theroomistastefullyfurnished装饰设计摆设具有品位氛围1

6.Theair-conditionisefficientandquiet房内空调足够及无噪音1

7.Theswitchoftheair-conditioniseasytoadjust空调控制容易操作1

8.Thefurnitureiswellarranged家具摆设妥当合适1

9.Thedeskandchairsarecomfortable桌椅舒适合理1

10.Thebediscomfortable床舒适1

11.Thepillowsareofgoodtextureandmaterial,Pillowiscomfortable

枕头用料及结构良好，枕头舒适1

12.可提供3种以上不同类型枕头供客人选择1

13.棉织品棉纱支数是否达到80×60以上1

14.

Thequiltisoftherightthickness棉被厚薄适中1

SubTotal舒适程度得分140

3.Food&Beverage餐饮

3.1BuffetBreakfast

自助早餐TotalActual

1.

Wasguestattendedtoin15secondsuponarrival?顾客到达餐厅后15秒以内有没有被接待？1

2.

Doesthehostessescorttheguesttotheseat?迎宾小姐有没有引导顾客就坐？1

3.

Whengreeting,dothestaffsayGoodMorningtotheguests?员工向顾客问候时，有没有说“早上好”？1

4.

Arethestaffpouringtea/coffeeaftertheguesthassatdown?当顾客就坐后员工有没有斟茶（咖啡）？1

5.

Arecoastersbeingplacedwhendrinksareserved?上饮料时放杯垫1

6.

Arethestaffcleaningthetableaftereveryoneonthetablehavefinishedtheircourse?员工是否在客人用完餐后及时清理桌子？1

7.

Arethestafftakeawaythedishplateonthetableaftereveryonehasfinishedtheirfood?员工是否及时撤走客人用过的盘子？1

8.

Arethestaffusingservicetraytocarrythecupsandsaucers?员工有没有使用托盘上茶杯和调料？1

9.Arethestaff/captainsayinggoodbyetothecustomerswhentheyleave?当顾客离开时员工或领班有没有说再见？1

10.Arethebuffetdisplayclean,tidyandlookinggood?自助餐摆台是否干净、整洁、美观？1

11.Therearecleardisplayofnamesoffooditems食品的名称显示清楚、统一1

12.Thereareplatesthathavebeenplacedinplatewarmer自助餐盘有没有放在保温器上1

13.Thereisatleastachefstandbynearthebuffetcounters至少有一名厨师在自助餐现场守候1

14.Tablesarecleanandnapkinswellironandfolded桌面清洁、餐巾折叠平整1

15.Thecondimentsareallreplenished调料得到补充1

16.Arethestaffattentive,readytoservewhentheguestrequires?当客人问询时，员工专心服务1

17.Fixturesintherestaurantisingoodorderandclean餐厅的设施整齐干净1

18.Thereisgoodinsulationbetweentherestaurantandthekitchen餐厅和厨房之间隔离良好1

19.Ifthebuffetfoodresupplyontime?自助食品是否及时得到补充1

20.

Furnitureareallingoodconditionandmatchthatoftherestaurantdesign设备状况良好，符合餐厅设计氛围1

SubTotal自助早餐得分200

3.2ChineseRestaurantService中餐厅TotalActual

1.Theguestwasgreetedinlessthan15seconduponarrivalattherestaurantreception顾客到达餐厅接待处后15秒以内受到问候1

2.

Wastablereservationhandledproperly?桌位预定是否处理得当1

3.

Didstaffaskforguestnameandaddressthecustomer?员工能否问询客人姓名并分辨清楚1

4.

Wasseatingtheguestcompletedwithinoneminute?能在一分钟内引导客人就座1

5.

Whengreeting,dothestaffsayGoodMorning,afternoon,eveningtotheguests?问候客人时，员工能够说早上好、下午好、晚上好等。1

6.

Arethestaffpullingthechairfortheguest?员工为客人拉出椅子1

7.

Afterseatingtheguestsdown,doesthestaffplacethenapkinontheirlap?客人就座后，员工将餐巾放到客人膝上1

8.

Aretheguestsbeingpresentedwiththewinelist?向客人出示酒水菜单1

9.

Isthemenubeingopentothefirstpagewhenpresentedtotheguest?给客人提供菜单时，能否翻到首页1

10.Isthestaffknowledgeableonthemenu?员工对菜单熟悉1

11.Wasthereconstanteyecontactwiththeguestduringordering客人点单时，员工与客人目光接触1

12.Ifrecommendthespecialcoursetoguest?员工主动推荐特色菜肴1

13.Foodwasservedwithin10minutesofordering

点单后，第一道菜在10分钟以内上桌1

14.Whenfoodwasserved,staffintroducedthenames食物上桌后，员工介绍菜名1

15.Teawasreplenishedconstantly保持添加茶水1

16.Istheteabeingpouredservedfromtherighthandsideinaclockwisemanner?以顺时针方向从右手边倒茶1

17.Arethestaffchangingthedishplateswhentheywerefull?骨碟满后，员工会更换1

18.Isthestaffclearingthetableaftereveryonehasfinishedtheirfood?客人就餐完毕以后员工会及时清理桌面1

19.Doesthestaff/captainapologizeimmediatelyafteracomplaintisfiled?客人投诉后，员工/领班能否立即道歉1

20.Doesthestafflistentothecomplaintbeforeactinguponit?员工能否在采取下一步行动前听取投诉？1

21.Arethestaffusingservicetraytocarrythedishes员工使用托盘放食碟

1

22.Arethestaffsattentive,readytoservewhentheguestrequires?客人问询时，员工专心服务1

23.Wasthecheckpresentationdoneproperly?

账单表述清楚1

24.Wasthecheckproperlytallied?账单计算准确

1

25.Arethestaff/captainsayinggoodbyetothecustomerswhentheyleave?客人离开时，员工/领班有向客人道别1

26.Themenuiscleanandingoodcondition菜单干净，摆放整齐1

27.Themenucontentisexcellentandrichnessimformation菜单设计精良，信息完整（如烹调方法、搭配等）1

28.Thetableclothandnapkinsareincleanconditionandwellironed桌布和餐巾干净，熨烫整齐1

29.Thecarpetisinexcellentcondition地毯状态很好1

30.Theplantintherestaurantisingoodcondition餐厅植物状态良好1

31.Thefurnitureisinexcellentcondition家具状态良好1

32.Thereisgoodinsulationbetweentherestaurantandthekitchen餐厅和厨房隔离良好1

SubTotal中餐得分320

3.3WesternRestaurant西餐厅TotalActual

1.Theguestwasgreetedinlessthan15seconduponarrivalattherestaurantreception顾客到达餐厅接待处后15秒以内受到问候1

2.Wastablereservationhandledproperly?桌位预定是否处理得当1

3.

Didstaffaskforguestnameandaddressthecustomer?员工能否问询客人姓名并且分辨清楚1

4.

Wasseatingtheguestcompletedwithinoneminute?能在一分钟内引导客人就座1

5.

Whengreeting,dothestaffsayGoodMorning,afternoon,eveningtotheguests?问候客人时，员工能够说早上好、下午好、晚上好等。1

6.

Arethestaffspullingthechairfortheguest?员工为客人拉出椅子1

7.

Afterseatingtheguestsdown,doesthestaffplacethenapkinontheirlap?客人就座后，员工将餐巾放到客人膝上1

8.

Aretheguestsbeingpresentedwiththewinelist?向客人出示酒水菜单1

9.

Arethemenusbeingopentothefirstpagewhenpresentedtotheguest?给客人提供菜单时，能否翻到首页1

10.

Didstaffmakerecommendationonmenuselection?客人点单时，员工提供推荐1

11.Didstaffsuggestdailyspecial?员工能推荐每日特别介绍1

12.Arethestaffsknowledgeableonthemenu?员工对菜单熟悉1

13.Wasthereconstanteyecontactwiththeguestduringordering客人点单时，员工与客人目光接触1

14.Didstaffconfirmtheorderandrepeattheitemstotheguest员工向客人重复点单内容以确认1

15.Didstaffthankguestaftertheorderingwascompleted?客人点单后，员工致谢1

16.Waswaterbeingpouredaftertheguesthasbeenseated客人就座后，给客人倒水1

17.Didstaffbringaselectionofbreadrollsandbutterfortheguesttoselect?在客人点餐后，员工拿来可选的面包和黄油1

18.Thefirstcoursewasservedwithin15minutesofordering第一道菜在15分钟内上桌1

19.Whenfoodwasserved,staffintroducedthenames上菜后，员工作介绍1

20.Teawasreplenishedconstantly保持添加茶水1

21.Wasmainentréeservedwithin20minutesofthestarterhasfinishedandcleared?吃完前菜以后20分钟以内能够上第二道前菜1

22.Whenholdingglasses,dostaffonlyholdtheglassneckorglassbottom操作玻璃酒杯或酒樽时，只握杯颈或杯底1

23.Didstaffsuggestthesauces(incl.mustard/mintjellyetc)tobeserved?员工向客人建议调料（包括芥末/薄荷等）1

24.Arethestaffclearingthetableaftereveryonehasfinishedtheirfood?所有客人就餐完毕以后员工会清理桌面1

25.Aftertheentréehasbeencleared,didstaffclearedawaybutterplates,condimentsandcutleries?吃完前菜以后，员工能否清理黄油碟、调味品和餐具？1

26.Arethestaffusingservicetraytocarrythedishes员工使用托盘放食碟1

27.Arethestaffsattentive,readytoservewhentheguestrequires?客人问询时，员工专心服务1

28.Wasthecheckpresentationdoneproperly?账单表述清楚1

29.Wasthecheckproperlytallied?

账单计算准确

1

30.Arethestaff/captainsayinggoodbyetothecustomerswhentheyleave?客人离开时，员工/领班向客人道别1

31.Themenuiscleanandingoodcondition

菜单干净，摆放整齐1

27.Themenucontentisexcellentandrichnessimformation菜单设计精良，信息完整（如烹调方法、搭配等）1

33.Thetableclothandnapkinsareincleanconditionandwellironed桌布和餐巾干净，熨烫整齐1

34.Thecarpetisinexcellentcondition地毯状态很好1

35.Theplantintherestaurantisingoodcondition餐厅植物状态良好1

36.Thefurnitureisinexcellentcondition家具状态良好1

37.Thereisgoodinsulationbetweentherestaurantandthekitchen餐厅和厨房隔离良好1

SubTotal西餐厅得分370

3.4Bar/Coffeeshop/LobbyBar咖啡厅/酒吧TotalActual

1.

Wheretheygreetedwithin1minuteuponarrival?顾客到达餐厅接待处1分钟以内受到问候1

2.Doesthehostessacknowledge/ignoretheguestwhentheyarebusyonthephonewhiletheguestiswaiting?当客人等待时，迎宾小姐正在打电话，此时迎宾小姐能否向客人示意？1

3.

Wasguestservedwithin3minutesuponbeingseated?客人就座后3分钟以内受到服务1

4.Wasthewaitresstakingorderwithin3minutesofsittingdown?服务员能够在客人就座后3分钟提供菜单1

5.Isthestaffknowledgeableonthemenu?员工对菜单熟悉1

6.

Arecoastersbeingplacedwhendrinksareserved?上饮料时放杯垫1

7.

Didstaffmaintaineyecontactduringordertaking?点单时员工能够和客人保持目光接触1

8.

Didthedrinksarrivewithin5minutes?饮料能够在5分钟以内到1

9.Doesthestaff/captainapologizeimmediatelyafteracomplaintisfiled?客人投诉后，员工/领班能否立即道歉？1

10.Doesthestafflistentothecomplaintbeforeactinguponit?员工能否在采取下一步行动前听取投诉？1

11.

Arethestaffusingservicetraytocarrytheglassesanddrinks?员工能够使用托盘放茶杯和饮料

1

12.Whenholdingglassesorbottle,dostaffonlyholdtheglassneckorglassbottom当拿茶杯或者瓶子时，员工只能拿着杯子中部和底部1

13.

Arethestaffsattentive,readytoservewhentheguestrequires?客人问询时，员工专心服务1

14.Wasthecheckpresentationdoneproperly?账单表述清楚1

15.Wasthecheckproperlytallied?

账单计算准确

1

16.Arethestaff/captainsayinggoodbyetothecustomerswhentheyleave?客人离开时，员工/领班会向客人道别1

17.Arethestaffssuggestingtheguesttohaveaseconddrink?员工能够建议客人喝第二杯饮料1

18.Isthefurnitureingoodorder?家具状态良好1

19.Doesthefurnitureandfittingmatchesthatofthesurrounding?家具和周边环境搭配合理1

20.Thebarcounteriscleanandtidywithnowaterspillage吧台内干净整洁，没有积水1

21.Areallthebeveragewiththelabelfacingoutwardstowardsthecustomers?所有饮料的标签能够面向客人1

22.Doesthesurroundingmusicmatchthatofthebar?背景音乐是否与吧台氛围搭配1

23.Thedelicatessenshopissellingproductthatmatchthestandardsofthehotel熟食柜台出售的食品和酒店的标准一致1

SubTotal咖啡厅/酒吧得分230

3.5RoomService送餐服务TotalActual

1.

Arethecutleriesclean?餐具干净1

2.

Aretheglassesclean?茶杯干净1

3.

Aretheservingplatesclean?托盘干净

1

4.Aretableclothclean?桌布干净1

5.

Arethestaffssmilingattimeswhenservingtheguests?员工服务时能够对客人微笑1

6.

Whenspokento,arethestaffcourteous?员工和客人说话时有礼貌1

7.Dotheyhaveeyecontactswhentalkingtoguest?员工和客人交谈时保持目光接触1

9.

Thephonewasansweredingoodtime?能否及时应答电话1

10.

Wasguestaddressedbyname?能够称呼客人姓名

1

11.Wasroomserviceorderdonecourteouslybythestaff?在点单期间员工始终保持礼貌

1

12.

WasstaffconversingingoodEnglish员工能够用英文与客人熟练沟通1

13.Wasthestaffhelpfulintermsofmenuexplanation?员工能够帮助客人理解菜单内容1

14.Wastheorderrepeatedbacktotheguest?

能够向客人重复点单内容1

15.Didthefoodarriveontime?食物到达准时1

16.Wasthecheckpresentationdoneproperly账单表述清楚1

17.Wasthecheckproperlytallied?账单计算准确1

18.Didstaffthankguestandsaying“enjoyyourmeal”tothecustomersbeforeleavingtheroom?员工离开房间时向客人致谢并祝客人“用餐愉快”1

19.Didstaffknocklightlyatthedoor?员工轻声敲门1

20.Didstaffaskedguestwherehewantedthetrolley\palletbeplaced员工礼貌询问客人托盘或送餐车摆放何处1

21.Didstafflaidoutfoodfortheguest?员工为客人摆放食物1

22.Foodorderedtalliedwithorder上菜是否准确1

23.Foodwascovered食物被盖好1

24.Wasbillpresentedinacleanfolder?账单放在干净的夹子内1

25.Wasthefoodtrolleyincleanandwellmaintainedcondition送餐车干净，维护保养状态良好1

26.Wastableclothcleanandwellironed?送餐车桌布干净，熨烫平整1

27.Wasplatesandglasseswellcovered?杯子和碟子被盖好1

28.Wasnapkincleanandwellironed?餐巾干净，熨烫平整1

29.Weresaltandpeppermillscleanandfullyfilled盐和胡椒粉瓶干净充满1

30.Remindingthereclaimproceduretoguest告知客人餐具回收程序或提供回收卡1

SubTotal送餐服务得分290

3.6

OverallComfortinDiningAreas整体餐厅舒适程度TotalActual

1.

Islightingadequate?照明合适吗1

2.

Isthetemperaturecomfortable?温度是否适宜1

3.

Isventilationadequate?通风好吗1

4.

Istheairoftheareasfeelfresh?空气新鲜吗1

5.

Aresigns&directionsclear?标志和指示牌清楚吗1

6.

Aretheredesignatednon-smokingareas?是否有明确的非吸烟区标志1

7.

Waslitterpickedorclearedfromthefloorpromptly?地板上的垃圾是否立即被清除1

8.

Areseatingcomfortable?座位舒适吗1

9.

Arethefurni