酒店管理导论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叶予舜二○一二年八月二十七日星期一1.FrontOffice前厅1.1Operator总机701.2Reservation预订部1201.3StationCounter/Arrival接机服务1401.4Check-in接待部1701.5MorningCall叫醒服务601.6Information问询处1001.7Concierge礼宾部1201.8CheckingOut收银1101.9OverallImpressionofFrontOffice整体印象330前台得分FrontOfficeSubTatol12202.Rooms客房2.1RoomEvaluation客房评估3802.2RoomMakeUpandTurnDownService房间收拾与开夜床1902.3Laundry洗衣1702.4MiniBar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2003.2ChineseRestaurantService中餐厅3203.3WesternRestaurant西餐厅3703.4Bar/Coffeeshop/LobbyBar咖啡厅/酒吧2303.5RoomService送餐服务2903.6OverallComfortinDiningAreas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90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%2叶予舜二○一二年八月二十七日星期一4.4SouvenirShop纪念品商店904.5Engineering&Maintenance工程/维修110其它得分OtherServicesSubTatol6905.Facilitiesforsafety&thehandicap安全设施5.1FacilitiesforSafety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HotelGrandTatol500001.FrontOffice前台1.1Operator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1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%3叶予舜二○一二年八月二十七日星期一线生有否向客人致谢SubTotal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.Howwasreservationstaff’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.Didthereservationstaffthanksforguest'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12.Welcomeguestatfirstinstancewitheyecontact(y/n)欢迎客人时是否目光接触13.Guestarrivalwellhandled及时、顺利地接1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%4叶予舜二○一二年八月二十七日星期一到客人4.Washelpgivenforluggageetc?帮忙客人拿行李及其他物件15.Helptheguesttoopencardoor帮忙客人开车门16.Requestguestwhetherhelikestohavemusic/volumesuitability询问客人音量合适17.Courteousconversation,notaskingprivatequestions合适的对话，不问私人问题18.Carefuldriving驾驶技巧19.Theseatbeltwaseasytouse安全带易于使用110.Informguestregardingapproximatetimetotaketoreachthehotel提供预估抵店时间111.Opendoorforguestandtakecareofguest’sluggage帮客人开门并照顾行李112.Suitabletemperatureinthelimousine汽车内温度舒适、整洁113.Thebootisclearofthedriver’spersonalbelongings汽车行李箱内无杂物114.Didthedriverthanktheguest?司机是否向客人道谢1SubTotal行李部得分1401.4Check-in前台接待TotalActual1.Doormanandbellboyawaitingguests门童及行李员就位等候12.Greetingguestwarmly热情问候客人13.Helpingguestwiththeluggage帮客人提行李14.Openthedoorandleadtheguestintothelobby为客人开门，引客人进门15.Hotelentranceiscleanandnoobstruction酒店入口清洁无杂物16.Guestwasservedwithin30secondupon1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%5叶予舜二○一二年八月二十七日星期一arrivingthereceptioncounter客人抵达接待台30秒内被接待7.Arethereceptionistsmilingattimeswhenservingtheguests?员工微笑着接待客人18.Dotheyhaveeyecontactswhentalkingtoguest?和客人会话时保持目光接触19.Dothereceptionistaddresstheguestnameatleastonce?在会话中,员工至少有一次称呼客人姓名110.Dothestaffconfirmthereservationinformation?是否确认订房信息111.Check–intooklessthan5minutesandluggagewasdeliveredtoroom在5分钟内办完入住手续，行李被送上房间112.Didthestaffthanktheguestforchoosedhotelsandwishguesthadanicestay?员工有无感谢客人下榻酒店并祝客人入住愉快？113.Knockingondoorlightlywhenluggagewasbroughttotheroom行李生送行李到房间时轻轻敲门114.Uponentrytoroom,greetedguestcourteously进房间时，礼貌待客与问候115.Duringconversation,theguest’snamewasaddressedatleastonce对话中起码尊称客人姓名一次116.Luggagewasplacedontheluggagerack行李安放行李架上117.Thankingtheguest感谢客人1SubTotal接待部得分1701.5Wake-upCall叫醒服务TotalActual1.Phonewaspickedupafter3rings电话三响内接听12.Staffgreetguest,andinformtheguestwhoheisspeakingto员工向客人致意并报岗位名1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%6叶予