国际五星级酒店暗访质量调查评分标准

RESERVATIONS预定TOTALSCORE0.0%DATEANDTIME日期和时间:总分StandardsthataredifferentfromHotelIQ,arehighlightedinyellow.STANDARD标准MEET符合BELOW不符N/A没有使用RESERVATION-STANDARDS预定-标准:1Wasthetelephoneansweredwithin3ringsor10secondswithanappropriategreetingandthedepartmentidentified?在三声或者十秒内接听电话，问候并报出部门？2Ifthecallwasnotansweredin3ringsor10seconds,wasanapologyextended?假如无法在三声或者十秒内接听电话，是否会表达歉意？3Ifcallerisputonholddiditnotexceed30seconds?是否将电话置于等候档不超过三十秒？4Wasthebackgroundfreeofanynoiseordisturbances(i.e.makestheconversationdifficulttohearorcausesadistraction)?背景是否没有噪音或者其它干扰（例如：让对话难于听清楚或者心烦意乱）？5Didemployeeobtainguest'snameandclarifyitsspellingwhererequired?得知客人的名字并能清楚地拼写出来？6Didemployeeconfirmdateinanddateout?是否有与客人确认入住及退房日期？7Didtheemployeeclarifyiftheguesthadstayedbefore?如果客人以前入住过，是否可以准确地称呼客人？8Didtheemployeeestablishthepurposeofthevisit(i.e.business,leisure,specialoccasions,etc.)?是否知道客人本次住宿的目的（例如：商务、休闲旅行、特殊庆典等）？9Didemployeeimmediatelycheckavailabilityandifthedatesrequestedwereunavailablewerealternativedatesoffered?是否可以迅速的确认入住期间可提供房间予客人或者无法提供时可以主动提供另一日期供客人选择？10Wereaminimumoftworoomtypes/ratesoffered?至少提供两种房型/价格供客人选择？11Didemployeeattempttoupselltoahigherroomcategorybyhighlightingitsbenefits(i.e.size,view,amenities,etc.)?是否尝试通过房间类型的好处向客人推荐更高级别的房型（例如：大小，景色，令人舒适的程度等）？12Didemployeeclearlystateroomrateandwhatitincluded/excluded(i.e.tax,service,mealsetc)?是否清楚房价及房价所包含的内容（例如：税金，服务费，餐费等）？13Didtheemployeeaskforthebusiness(i.e.'wouldyoulikemetomakeabookingforyou')?是否请求交易（例如：需要帮您做预订吗）？14Didemployeeoffertotakedowntheguest'saddressdetails?是否主动记录客人的地址信息？15Didemployeeobtainguest'stelephonenumber?是否询问客人的电话号码？16Didemployeeobtainguest'sfaxnumberore-mailaddress?是否询问客人的传真号码或者邮箱地址？17Didemployeerequestthecaller'screditcarddetailsandweretheyrepeatedbackforverification?是否要求致电者留下信用卡信息并再三重复确认？18Didemployeeexplaincancellationpolicyandifapplicable,thedepositpolicy?是否向客人解释预订的取消制度？19Didtheemployeeclarifythehotel'ssmokingpolicyorclarifytheguest'ssmokingpreference?是否清楚酒店区域的吸烟政策或者清楚客人是否吸烟？RESERVATIONS预定TOTALSCORE0.0%DATEANDTIME日期和时间:总分Reservation-standards….STANDARD标准MEET符合BELOW不符N/A没有使用20Didemployeeascertainexpectedtimeofarrivalandadvisethecheckintime(inthecasewheretheguestwasanearlyarrival)?是否清楚客人的到达时间或者告知客人酒店的标准入住时间（以防客人需要提前入住）？21Didtheemployeeclarifyiftheguesthadanypersonalpreferences(i.e.bedpreference)?是否清楚客人的个人喜好（例如：对床的喜好）？22Didemployeeascertainiftheguestrequiredanytransportarrangements?如果客人需要接送服务，是否有跟客人确定信息？23Didtheemployeepromoteatleastoneotherhotelfacility(i.e.offertomakeadinnerorspareservation)?是否至少推荐一项酒店设施（例如：建议订餐或者预订SPA）？24Didemployeerepeatandconfirmalldetailsofthereservationduringorattheendofthecall?在电话预订的过程中或者结束前是否有跟客人重复确认预订信息？25Didemployeeofferreservationnumberorbookingreference?是否提供预订确认号或者预订确认信？26Didtheemployeeofferhis/hernameattheendofthecallforanyfurtherassistancerequired?员工是否在交谈结束前提供自己的名字给客人，以便客人有其它的需要？THEEMPLOYEE-BEHAVIOURALSTANDARDS:员工-行为标准27Didtheemployeespeakinaconsiderate,interestedandfriendlymannerandrefrainfromusinganyjargon?谈吐是否体贴，有趣及友好礼貌，并避免使用一些行话？28Didtheemployeedemonstrategoodlisteningskills(i.e.avoidrepetitionofquestions)andaskadditionalquestionswherenecessary?是否表现出好的收听技巧（例如：避免重复客人的问题）和在必要时向客人提出问题？29Didemployeeusethecaller'snameatleastonceduringtheinteraction?是否在通话中称呼客人的名字？30Wastheemployee’sspeechclearanduseofEnglishadequatetobefullyunderstood?是否使用英语时吐字清晰并恰当以被充分的了解？31Didthecallendwiththeemployeeofferingawarmandenticingcommentregardingtheguest'sforthcomingstay?是否在交谈结束前对于即将入住的客人致予真诚的问候？PRODUCT-CONFIRMATION产品-确认:32Didemployeeautomaticallyoffertosendaconfirmation?是否主动发送预订确认信？33Wastheconfirmationreceivedwithin24hourswiththehotel's/group'slogoandhotelcontactdetailspresentandwasallinformationwithintheconfirmationcorrect?是否在24小时之内可以接收到正确的预订确认信，包括酒店/集团的标志和酒店的联系方式，以及确认信的信息是否都是正确的？34Didconfirmationpromoteanyotherhotelfacilities(i.e.restaurants,spa,airporttransfers)?确认信里面是否提供其它的酒店设施（例如：餐厅，水疗，机场接送服务）？35Didconfirmationexplaincancellationcharges?确认信是否解释取消预订的费用？TOTALNUMBEROFSTANDARDS标准总数:MEET符合BELOW不符N/A没有使用350000.0%RECEPTION接待TOTALSCORE0.0%DATEANDTIME日期和时间:总分StandardsthataredifferentfromHotelIQ,arehighlightedinyellow.STANDARD标准MEET符合BELOW不符N/A没有使用CHECKIN-STANDARDS办理入住-标准:1Wasguestofferedassistanceimmediatelyorifaqueuewaspresentwashe/shepositivelyacknowledgedwithhandorfacialgestureswithin30secondsofapproachingthedesk?如果出现排队，客人是否很快得到帮助，是否有员工在他/她走近前台的30秒内用手或者面部表情主动打招呼？2Ifaqueuewaspresentwasguestofferedassistancewithinoneminuteofjoiningit?如果有客人在排队，他们可以在站在队列的一分钟内得到帮助？3Didcompletecheckintakenomorethan5minutesfromthetimeofjoiningthequeue?从排队等候到办理入住手续的时间总共不超过5分钟？4Wasregistrationcardpreparedinadvancewithallofthecorrectinformationgivenatthetimeofreservationpresent(i.e.address)?是否提前准备好在预订时提供的所有信息的登记卡（例如：地址）？5Ifapenwasrequired,wasahotelbranded/corporatestylepenprovided?如客人需要用笔，是否提供印有酒店标志的笔？6Wastheroomtype,specialrequests(i.e.bedpreference)anddeparturedatereconfirmed?是否重新确认房型，特殊要求（例如：床的喜好）和退房日期？7Wasguestautomaticallyofferedasmokingornonsmokingroom(ifapplicableandnotascertainedduringthereservation)?是否主