第1页共26页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共26页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5.1FacilitiesforSafety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HotelGrandTatol50000第2页共26页第1页共26页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共26页1.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.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TotalActual第3页共26页第2页共26页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第3页共26页1.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、顺利地接到客人14.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.Informguestregardingapproximatetimetotaketor...
