2025LQAnIRDService测试题（含答案）

2025LQAnIRDService测试题（含答案）Auditor:_________________________________Auditee:_________________________________Date:_________________________________Wasthetelephoneansweredwithin3ringsor10secondswithanappropriategreetingorinthecaseofdigitalcommunication,wasaresponsereceivedwithin3minutes?员工是否在3声响铃或10秒钟之内接听来电并致以适当的问候?如果是当面预约，客人是否在1分钟内得到回应?如果是数字通信，是否在3分钟内回复?[单选题]*Meet(正确答案)BelowN/AIfthecallerisputonhold,didtheemployeeaskpermissiontodoso,anddiditnotexceed30secondsorwasthecallerofferedacallbackoption?来电中如果需要接听等待，员工是否提前征求客人的同意?等待时间是否未超过30秒；或员工否表示稍后再回电?[单选题]*Meet(正确答案)BelowN/AWasthebackgroundfreeofanynoiseordisturbances（i.e.makestheconversationdifficulttohearorcausesadistraction)?来电中背景环境是否安静并无干扰（即是否让客人难以听清对话或让人分散注意力）?[单选题]*Meet(正确答案)BelowN/AWastheemployeeabletoansweranyquestionswithregardtothemenu,itsingredientsandallergies,whereapplicable?员工是否能回答客人关于菜单的询问（菜品、成分、材料及过敏源等）?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeobtainafullandcompleteorder（i.e.cookinginstructions,accompanimentsetc.）?员工是否获取详细完整的点菜信息（如，烹饪说明、配菜等).[单选题]*Meet(正确答案)BelowN/AIfspecialdietaryrequirementswereprovidedatanypointduringstay,weretheyautomaticallyacknowledged?客人若在住期间任何时候提出了任何忌口，员工是否在点餐时自动确认?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeaccommodateanyreasonableoffmenurequests?员工是否满足菜单之外的任何合理要求?[单选题]*Meet(正确答案)BelowN/AIfahotorcolddessertwasordered,didtheemployeeoffertheguesttheoptionofservingituponcompletionofthemaincourse?若点单包括冷热甜点，员工是否主动向客人建议用完主菜后递送?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeascertainthenumberofpeopledining?员工是否确认就餐人数?[单选题]*Meet(正确答案)BelowN/ADidtheemployeerepeattheordereitherduringorattheendofthecall?员工在通话过程中或结束时是否重复点餐内容?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeadvisedeliverytime?员工是否告知送餐时间?[单选题]*Meet(正确答案)BelowN/AInthecaseofdigitalorders（e.g.tablet,viatelevision,etc.）wasthefacilityeasytouseandwasthecorrectorderdeliveredontime?如果是数字订单（如通过平板电脑、智能电视等渠道）该设施是否易于使用?订单是否按时完整的送达?[单选题]*Meet(正确答案)BelowN/ADidtheordertakersuggestastarterand/orsideorderthatwasappropriatetotheorder?员工是否主动推荐开胃菜和配菜?[单选题]*Meet(正确答案)BelowN/ADidtheordertakerofferbeverages（e.g.wine,beer,softdrink,coffee,etc.）withthemeal?员工是否主动提议客人点酒水?[单选题]*Meet(正确答案)BelowN/AWaslocalmineralwaterorhotelfilteredbottledwaterpromoted?是否推广本地矿泉水或酒店的过滤瓶装水?[单选题]*Meet(正确答案)BelowN/ADidtheordertakersuggestdessertwiththemeal?员工是否主动提议客人点甜点?[单选题]*Meet(正确答案)BelowN/AWastheorderservedinthestandardtime（Breakfastordercard-5minutesofrequestedtime.Telephoneorders-Breakfast25/30minutesforurban/resort;Lunch/Dinner30/40minutesforurban/resort）andifanestimateddeliverytimewasgiven,wastheorderservedwithin5minutesofthestatedtime?订单食物是否在标准时间之内为客人送达（如通过早餐卡订餐-指定时间前后5分钟内.电话订单-酒店的早餐为25分仲，午餐/晚餐为30/40分钟）.同时，订单是否在所告知时间的前后5分钟内送达?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeknockonthedoor/ringthedoorbellandifrequiredwait10seconds,andthenknockonthedoor/ringthedoorbellagainandannouncetheirdepartmentbeforeaskingtoentertheroom?员工是否遵守敲门与按门铃标准，并在必要时等候10秒钟后再次敲门与按门铃，告知客人自巳所属部门，并请求进入房间?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeask/suggestwheretheguestwouldlikethetray/trolleytobeplaced?是否询问或建议客人餐盘和推车应该置于何处?[单选题]*Meet(正确答案)BelowN/ADidtheemployeesecurethetableleafandsetthetable?员工是否将活动桌面牢固并摆设好餐具?[单选题]*Meet(正确答案)BelowN/ADidtheemployeepositionthechairsaccordingly?员工是否为客人放置好椅子?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeoffertopourthebeverages,removethecloche/sandstancap/sasapplicable?员工是否主动提出为客人倒饮料，并拿走餐盘罩和杯盖?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeconfirmtheorderandwasitcorrectandcomplete?员工是否确认菜品正确，订单完整送达?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeinformtheguestoftray/trolleycollectionproceduresorwasatrayremovalcardpresent?员工是否告知客人用餐完毕后的收餐程序?（或餐桌上提供告知收餐程序的卡片）[单选题]*Meet(正确答案)BelowN/AWasthebillclearlyitemizedandcorrectandifpresented,inacleanbillfold（orsimilar）thatwasingoodcondition?账单是否分项清晰、正确?账单夹（或类似物品）是否干净并状态良好?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeofferasincerefarewellattheendoftheconversationandshowappreciation?服务结束时，员工是否真诚致谢和道别?[单选题]*Meet(正确答案)BelowN/AIftray/trolleyremovalwasrequested,wasitcollectedwithin10minutesforurbanhotelsand15minutesforresorthotels?客人如要求收餐，员工是否在10分钟内将餐具收走?[单选题]*Meet(正确答案)BelowN/AWasthemenu/winelistclean,ingoodrepair,grammaticallycorrectandeasytoread?菜单是否干净，维护良好，语法正确，易干阅读?[单选题]*Meet(正确答案)BelowN/AWereatleasttwostarters,twomaincoursesandonedessertavailablefromthefollowingoptions:vegan,gluten-freeandlactose-free（onthemenu/buffetoradvisedbyanemployee）?全素食、无麸质和无乳糖选项中是否至少有两道前菜、两道主菜和—道甜点（列在菜单/自助餐上或由员工口头告知）?[单选题]*Meet(正确答案)BelowN/AWasthefoodpresentedinanappealingmanneranddiditdirectlyresembleitsdescriptionfromthemenu?菜品摆盘是否诱人，是否与菜单描述相符?[单选题]*Meet(正确答案)BelowN/AWasthefoodfreshandofgoodflavor?菜品是否新鲜且味美?[单选题]*Meet(正确答案)BelowN/AWasthetextureofthefoodappropriate?菜品的口感是否合适?[单选题]*Meet(正确答案)BelowN/AWasthefoodcookedasrequestedandservedatthecorrecttemperature?菜品是否按客人要求烹调，并以合适的温度提供?[单选题]*Meet(正确答案)BelowN/AWastheoptionoflocallysourced/sustainablycertifiedfishstatedonthemenuoradvisedbyanemployee?菜单上是否标注有本地产/可持续认证的鱼?（或由员工口头告知）[单选题]*Meet(正确答案)BelowN/AWaslocallysourcedfoodavailableandstatedonthemenuoradvisedbytheemployee（regionallysourcedacceptableforremoteregions）?菜单上是否标注有本地产的食材?（或由员工口头告知）[单选题]*Meet(正确答案)BelowN/AWasaselectionofspecialtyteas/coffeesavailableandwasthecoffee/teahotandfreshlybrewed?是否提供丰富的茶和咖啡种类?热饮是否为新鲜冲泡?[单选题]*Meet(正确答案)BelowN/AWereteaandcoffeelocallysourced/sustainablycertifiedandstatedonthemenuoradvisedbytheemployee?菜单上是否标注有本地产/可持续认证的茶和咖啡?（或由员工口头告知）[单选题]*Meet(正确答案)BelowN/AWereatleasttwofreshjuicesavailable?员工是否在客人饮品喝完后2分钟内提供续杯?[单选题]*Meet(正确答案)BelowN/AWerebread/rollsorspecialtycuisineequivalent（i.e.prawncrackers）served,whereapplicableandweretheyofexcellentquality?是否为客人提供面包/面包卷或根据不同料理提供类似的食品（如虾片）,并且食物品质是否良好?[单选题]*Meet(正确答案)BelowN/AWastheroomservicetray/trolleycleanandingoodrepair?送餐餐盘/年推餐车是否洁净且完好?[单选题]*Meet(正确答案)BelowN/AWerethetablecloth/placemat/napkinclean,pressedandfreeofanystains/tears（papernotacceptable）?桌布/餐垫/餐巾是否洁净，经过熨烫且无任何污点/破损（不可用纸质口布）?[单选题]*Meet(正确答案)BelowN/AWerethecorrectcutlery,crockeryandglasswareprovidedandweretheycleanandingoodrepair?餐具、餐盘和杯具是否正确提供且洁净、完好?[单选题]*Meet(正确答案)BelowN/AWereallfoodandbeveragesfreeofsingle-useplastic?所有菜品和饮品供应是否都不使用一次性塑料?[单选题]*Meet(正确答案)BelowN/AWasallwaterprovidedinglassbottlesoralternativeeco-friendlycontainersonly（i.e.noplasticbottles）?饮用水是否只用玻璃瓶或其他环保的容器盛装（即不使用塑料瓶[单选题]*Meet(正确答案)BelowN/AIfbutter/oliveoilwasprovided,wasitfreshandwell-presented（i.e.noblisterpacksacceptable?（如有）黄油/橄榄油，是否新鲜且使用适当方式盛装（不可使用吸塑包装）?[单选题]*Meet(正确答案)BelowN/AWeresaltandpeppercruetsavailableandifsoweretheycleanandfull?是否提供盐和胡椒?如有，瓶子是否干净并装满?[单选题]*Meet(正确答案)BelowN/AWasafreshfloraloratabledecorationpresent?是否摆设鲜花或餐桌装饰物?[单选题]*Meet(正确答案)BelowN/AWasallfoodcoveredwithaclocheand/orsomeformofcovering?菜品送达时，是否所有菜品都被遮盖?[单选题]*Meet(正确答案)BelowN/AWeretheappropriatecondiments/saucesservedwiththemealandweretheydecantedintotheappropriatedishesorinminiatureform?是否提供正确的调味品?该调味品是否以合适的容器或调料碟送达?[单选题]*Meet(正确答案)BelowN/AWeremilk/creamandafullsugarselection（i.e.white,brown,sweetener/stevia）offeredwiththecoffee/tea（n/forgreentea/herbalteas）andwasitaccompaniedbyasweet（e.g.cookie,petitfours,etc.）?咖啡/茶是否提供牛奶/奶油和完整的糖类（白糖、红糖、甜味剂/甜菊糖等，绿茶/花草茶不适用）?是否配有甜食（如饼干、花式小件等）?[单选题]*Meet(正确答案)BelowN/AInthecaseofbreakfastwasthereaminimumofthreedifferentpreservesavailable（honeyisacceptable）andweretheyservedinappropriatecontainers（i.e.notsachet/blisterpacks）?如是早餐送餐，是否提供至少三种不同果酱（蜂蜜亦可）?是否用适当的容器盛装（即不是小袋/吸塑包装）?[单选题]*Meet(正确答案)BelowN/AWereemployeeswell-groomedandneatlypresentedinclean,wellfitteduniformsand,ifapplicable,wearingnamebadges,resultinginapositivefirstimpression?员工是否装扮得体，制服穿戴干净整齐且佩戴铭牌?[单选题]*Meet(正确答案)BelowN/AWastheemployee’sspeechclearanduseofEnglishsatisfactory,enablingengagementintwo-wayconversationwiththeguest?员工讲话是否清晰，英文的使用是否良好，是否能够与客人进行双向交谈?[单选题]*Meet(正确答案)BelowN/ADidtheemployeesengageinawell-paced,natural（non-scripted,jargon/slangfree）,friendlyandinterestedmanner?员工是否以自然大方（不像照稿说话、没有专业术语/俚语）、礼貌友善且饶有兴趣的态度跟客人打交道?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeusetheguest'snamenaturallyanddiscreetlywithoutoverusingit?员工是否在使用客人姓名时自然、谨慎且不过度使用?[单选题]*Meet(正确答案)BelowN/ADidtheemployeedisplayahighlevelofconfidencewhencarryingouthis/herdutiesand/orwashe/sheknowledgeablewhenansweringquestionsabouttheotherhotelfacilitiesorimmediatelyoffertofindouttheinformationrequired?员工在履行职责时是否展现出高度的自信，在被问及其他酒店设施时是否熟知相关内容，或立即提供帮助，查找所需信息?[单选题]*Meet(正确答案)BelowN/AWasserviceanticipatory/intuitivewiththeemployeethinkingaheadtoactonfutureneeds/opportunitiesoftheguest?员工的服务预判性/服务直觉是否超前，按照客人的未来需求/机会而采取行动?[单选题]*Meet(正确答案)BelowN/ADidtheemployeeadapttoachangingsituationand/orguest'sneed?员工是否自适应不断变化的情景和客人的需求?[单选题]*Meet(正确答案)BelowN/ADidtheemployeemakeeveryefforttomeettheguest'srequestsorofferasuitablealternative?员工是否尽一切努力来满足客人的要求或提供合适的替代办法？[单选题]*Meet(正确答案)BelowN/ADidanemployeepersonalizetheinteractioninanywayandengagetheguestasanindividual?员