酒店管理导论酒店品质检查细则评分表(中英文).docx

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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 Check List标准得分 Tatol实际得分 Actual%1. Front Office 前厅1.1 Operator 总机701.2 Reservation 预订部1201.3 Station Counter/Arrival 接机服务1401.4 Check-in 接待部1701.5 Morning Call 叫醒服务601.6 I

2、nformation 问询处 1001.7 Concierge 礼宾部1201.8 Checking Out 收银1101.9 Overall Impression of Front Office 整体印象330前台得分Front Office Sub Tatol 12202. Rooms 客房2.1 Room Evaluation 客房评估3802.2 Room Make Up and Turn Down Service 房间收拾与开夜床1902.3 Laundry 洗衣1702.4 Mini Bar 迷你吧 1502.5 Overall Room Comfort 舒适程度140客房得分Ro

3、oms Sub Tatol10303. Food & Beverage 餐饮3.1 Buffet Breakfast 自助早餐2003.2 Chinese Restaurant Service中餐厅3203.3 Western Restaurant 西餐厅 3703.4 Bar/Coffee shop/Lobby Bar 咖啡厅/酒吧2303.5 Room Service 送餐服务 2903.6 Overall Comfort in Dining Areas 整体餐厅舒适程度240餐饮得分Food & Beverage Sub Tatol16504. Other services 其它4.1

4、Recreation Fitness Center 康乐设施 3204.2 Business Center商务中心804.3 Retail Outlets商店904.4 Souvenir Shop 纪念品商店904.5 Engineering & Maintenance工程/维修110其它得分Other Services Sub Tatol6905. Facilities for safety & the handicap 安全设施5.1 Facilities for Safety 安全设施1105.2 Handicap People and Child-care Service儿童/伤残人士

5、设施80安全设施得分Safty & Handicap Sub Tatol1906. Overall Impression of Hotel 整体印象6.1 Hotel Outdoor Area 酒店户外地区606.2 Corridors 走廊706.4 Public Restrooms 公共洗手间90整体印象得分Overall Impression Sub Tatol220酒店总得分Hotel Grand Tatol500001. Front Office 前台 1.1 Operator 总机标准得分 Tatol实际得分 Actual1. It was answered within 3 ri

6、ngs.电话三响内接听12. Did the operator greet the guest and stated the name of the hotel? 接线生有道出酒店名称和向客人致意13. Does the operators speak with a friendly tone? 接线生声调亲切14. Was the command of English good? 英语掌握得好15. Was the call transferred promptly? 电话转接速度16. It was free of background noise. 电话里无杂音17. Did the o

7、perator thanks for guests call? 接线生有否向客人致谢1Sub Total 总机得分701.2 Reservation 预订部TotalActual1. The call was picked up wihin 3 rings. 电话三响内接听12. Answered professionally and stated the hotel name 员工应答专业并道出酒店名称13. The call was free from background noise 电话里无杂音14. The date of arrival and departure were con

8、firmed 确认入住及离店日期15. Did the reservation staff explain patiently & clearly?耐心清楚地解释16.Did confirm the guest names spelling and contact method 确认客人姓名及联系方式17. Did state what the room rate is inclusive of, departure time etc 报出房价及包含的项目，离店时间等18.Did the reservation staff upsell? 员工是否向上销售19. How was reserva

9、tion staffs English? 员工英语水平110. Was the guest addressed by name? 是否称呼客人姓名111. Did the staff repeat the detail of the reservation 是否确认订房的内容112. Did the reservation staff thanks for guests call? 接线生有否向客人致谢1Sub Total 预订部得分1201.3 Station Counter/Arrival 接机服务TotalActual1. Staff looked professional 员工表现专业

10、12. Welcome guest at first instance with eye contact (y/n) 欢迎客人时是否目光接触13. Guest arrival well handled 及时、 顺利地接到客人14. Was help given for luggage etc? 帮忙客人拿行李及其他物件15. Help the guest to open car door 帮忙客人开车门16. Request guest whether he likes to have music/volume suitability 询问客人音量合适17. Courteous convers

11、ation, not asking private questions 合适的对话，不问私人问题18. Careful driving 驾驶技巧19. The seat belt was easy to use 安全带易于使用110. Inform guest regarding approximate time to take to reach the hotel 提供预估抵店时间111. Open door for guest and take care of guests luggage 帮客人开门并照顾行李112. Suitable temperature in the limousi

12、ne 汽车内温度舒适、整洁113. The boot is clear of the drivers personal belongings 汽车行李箱内无杂物114. Did the driver thank the guest? 司机是否向客人道谢1Sub Total 行李部得分1401.4 Check-in 前台接待TotalActual1. Doorman and bellboy awaiting guests 门童及行李员就位等候12. Greeting guest warmly 热情问候客人13. Helping guest with the luggage 帮客人提行李14. O

13、pen the door and lead the guest into the lobby 为客人开门，引客人进门15. Hotel entrance is clean and no obstruction 酒店入口清洁无杂物16. Guest was served within 30 second upon arriving the reception counter 客人抵达接待台30 秒内被接待17. Are the receptionist smiling at times when serving the guests? 员工微笑着接待客人18. Do they have eye

14、contacts when talking to guest? 和客人会话时保持目光接触19. Do the receptionist address the guest name at least once? 在会话中,员工至少有一次称呼客人姓名110. Do the staff confirm the reservation information? 是否确认订房信息111. Check in took less than 5 minutes and luggage was delivered to room 在5分钟内办完入住手续，行李被送上房间112. Did the staff th

15、ank the guest for choosed hotels and wish guest had a nice stay? 员工有无感谢客人下榻酒店并祝客人入住愉快？113. Knocking on door lightly when luggage was brought to the room 行李生送行李到房间时轻轻敲门114. Upon entry to room, greeted guest courteously 进房间时，礼貌待客与问候115. During conversation, the guests name was addressed at least once

16、对话中起码尊称客人姓名一次116. Luggage was placed on the luggage rack 行李安放行李架上117. Thanking the guest 感谢客人1Sub Total 接待部得分1701.5 Wake-up Call 叫醒服务TotalActual1. Phone was picked up after 3 rings 电话三响内接听12. Staff greet guest, and inform the guest who he is speaking to 员工向客人致意并报岗位名称13.During conversation, the user

17、name was mentioned at least once 在会话中,员工至少有一次称呼客人姓名14. Repeat what the guests request to confirm information 有确认客人的要求15. Wish guest good night 向客人说晚安午安16. Wake up call must not be more than 5 minutes difference than the guest Requested 叫醒客人的时间要准确,差异不能超出5分钟1Sub Total 叫醒服务得分601.6 Information 问询处TotalA

18、ctual1. Phone was answered in 3 rings 电话三响内接听12. Greet guest, inform guest who he is speaking to 员工向客人致意并报岗位名称13. Never let the guest wait for more than 30 second 不让客人等候超过30秒钟14. When approach the information counter, the guest should be attended to in 30 second 客人抵达询问处在30 秒内有人接待15. Greets the guest

19、 warmly 热情向客人致意16. Leaflets, promotion materials and information are in stock 资料齐备17. Provide free maps and places of interests 免费地图及观光点讯息18. All the fax should be delivered within 15 minutes 所有传真在15分钟內办妥19. Employees are familiar with product knowledge 服务员熟悉酒店产品知识110. The counter is always neat and

20、 tidy 柜台整洁1Sub Total 问询处得分1001.7 Concierge 礼宾部TotalActual1 The phone was answered within 3 rings 电话响三次内接听12. There was a courteous greeting and staff confirmed the check-out time 员工向客人致意并确认离店时间13. The staff confirmed the number of luggage 确认行李件数14. The staff addressed the guests name at least once 在

21、会话中,员工至少有一次称呼客人姓名15. The staff thank the guest for staying in hotel 员工感谢客人下榻海航酒店16. The bell boy came to the room within 10 minutes 行李员在10分钟内抵达客房17. The bellboy knocked on the door lightly 行李员有轻轻敲门18. The bellboy greet the guest politely 行李员向客人行礼19. During conversation, the bellboy addressed the gue

22、st name at least once 在会话中,员工至少有一次称呼客人姓名110. Concierge carry luggage 礼宾部员工帮忙搬运行李111. Concierge help guest to open the door of the car 礼宾部员工帮客人打开车门112 Thank guest and wish him a good journey 祝客人旅程愉快1Sub Total 礼宾部得分1201.8 Checking Out 收银 TotalActual1 Guest was served within 30 second upon arriving the

23、 reception counter 客人抵达柜台30 秒内被接待12. Are the staff smiling at times when serving the guests? 员工微笑着接待客人13. Do they have eye contacts when talking to guest? 和客人会话时保持目光接触14. Do the staff address the user name at least once? 在会话中,员工至少有一次称呼客人姓名15. Do the staff confirm the room number? 是否确认房间号码16. Was the

24、 bill presentation done properly? 结帐程序妥善处理17. Did staff explain the types of payment methods? 有清楚解说结帐方法18. Did the staff thank the guest for staying? 员工有感谢客人19. Are the staff saying goodbye to guest when the guest was about to leave? 员工有向客人说再见1101. Did staff arrange concierge to collect luggage? 有安排

25、礼宾部同时搬运行李111. Did staff thank the guest and invite him to come and stay again?有否邀请客人再次光临1Sub Total 收银得分1101.9 Overall Impression of Front Office 大堂整体印象TotalActual1. Is lighting adequate? 灯火通明12.Is the temperature comfortable? 温度舒适13.Is ventilation adequate? 空气流通14.Are signs & directions clear? 方向指示清

26、楚 15.Are there designated non-smoking areas? 有非吸烟区16.Is the road main entrance well-maintained, clear of debris? 通道整齐有序, 无杂物17.Is appearance of main entrance in excellent shape? 大堂主要通道美观大方18.Was a piece of litter on the floor cleared promptly? 地面杂物很快清理 19.How often are finger prints on glass doors c

27、leaned? 大门玻璃手指印多久清理110.Are the furniture/fitting surfaces clean and clear of dust? 家具枱櫈清洁无灰尘111. Are the furniture/fitting surfaces clear of any unwanted items? 家具枱櫈无杂物112. Are the floor surface clean? 地面清洁 113. Are the stairways clean? 楼梯无杂物114. Are any of the lights out of order? 灯具设置无破损115. Are a

28、ny of the fitting not in proper condition? 所有大堂设置无破损116. Are the flowers fresh? 摆设鲜花117. Are the plants well maintained, no dried leaves etc? 室内植物培植好 118. Is the flooring in good condition? 地面无破损119. Is the floor area of the restroom frequently cleaned? 洗手间地面清洁120. Is the washbasin surface clean? 洗手

29、盆清洁121. Is the wash basin surrounding area dry? 洗手盆周围干净 122. Is soap/washing detergent replenished? 洗手液得到补充123. Are the doors of the restroom clean? 地面干净124. Are other fittings of the restroom in good working order? 其他设备没破损125. Are the staff uniform clean & tidy? 制服清洁和整齐126. Do the staff look attent

30、ive & professional? 员工专业形象, 照顾周到127. Are the male staff hair short & well combed? 男员工头发整齐 128. If the female staff have long hair, are they neatly tied or kept? 女员工如长头发, 有否紥起来129. Do the staff have clean & short fingernails? 指甲清洁,短和整齐130. Do the staff wear any excessive jewelry? 职员没配戴不适当的首饰131. When

31、 spoken to, are the staff courteous ? 对话时, 职员有礼貌132. Do they have eye contacts when talking to guest? 对话时员工能够和客人保持目光接触133. When they come across guest do they acknowledge or smile? 员工与客人面对面时能够打招呼或微笑1Sub Total 整体印象得分3302. Rooms 客房2.1 Room Evaluation 客房评估TotalActual1.Is lighting adequate? 灯光足够舒适12.Is

32、the temperature comfortable? 室温舒适13.Is ventilation adequate? 通风舒适足够14.Is the ambience pleasant? 环境、气氛舒适喜悦15.Are the fire exit sign clear and other instructions legible? 安全出口指示/标示清晰16. The room is quiet 房间安静17.Are the furniture/fitting surfaces clean and clear of dust? 客房家具/设置表面洁亮无尘埃18.Is the carpet

33、free of any stain? 地毯无汚点 19. Is the mini fridge clean / ordorless? 冰箱洁净无异味110. Are windows clean, both inside & outside? 窗玻璃内外都洁亮111.Are cupboards clean? 杯柜洁净 112.Are drawers and contents neatly displayed? 抽屉及内物品整齐展示113.Is the bathroom clean? 浴室洁净114.Is towel clean and smell fresh? 毛巾洁白/气味清新115.The

34、net curtain is clean ? 紗帘洁净无汚 116.The bed line is clean 床綫洁净117. Is the wall clean and spotless 墙壁洁净无汚点 118. Are all furniture clean and stainless 所有家具洁亮无汚点119.Are all lamps clean 灯具/罩洁净120.Are all floor & wall surfaces in good order? 地台/墙面无破损121.Fittings and appliances room in good order? 客房/浴室所有设置

35、无破损 122. Is water pressure/hot water adequate? 水流压平衡热水足够，15秒内达到46-51C123. Is the TV in proper working order and have HNA channel? 电视运作正常，具有海航频道124. Is the mini bar contents in good order? 客房迷你吧内容整齐有序125.Is bathroom in perfect order? 浴室设置有序有条理126.Is the internet connection trouble free? 上网顺畅127.Is th

36、e mirrors is perfect condition? 镜子完美无损128.Are the tiles in the bathroom in good condition ? 浴室墙砖完好无损129. Shower glass panel clean 浴室玻璃洁净130.Toilet and water drainage in good condition? 洗手间排水完好操作正常131. Is bathroom ventilation quiet ? 浴室排气、抽风系统安静132.Are all utilities replaced after use ?易耗品用后补充及时133.

37、Bathrobe is clean and made of good material 浴袍洁净及材料适当134. Glasses are clean and costars are available 玻璃杯洁亮、杯垫在位135. Face towels are clean and feel fresh and soft 面巾柔软清新洁净136. Room cleaning is completed before 14:00 中午两点前完成在住客人房间清理137. Staff respect the “do not disturb” sign 服务员遵从“请勿打扰”指示138. All th

38、e utensils are placed accordingly 所有用品补充到位1Sub Total 客房评估得分3802.2 Room Make Up and Turn Down Service 房间收拾与开夜床TotalActual1. The phone call to housekeeping is answered within 3 rings 电话三响内接听12. Request to have the room clean takes less than 10 minutes for the maid to arrive 提出要求清理房间服务员在10分钟内到达13. Clea

39、ning of the room takes no more than 20 minutes 清理房间时间不超过20分钟14. All bathroom utensils are replaced 浴室所有用品都更换补充15. Wet towels are replaced 使用过的毛巾都更换16. Toiletries are neatly arranged 浴室用品、易耗品都整齐摆设17. The guests personal toiletries items are neatly arranged 客人自帶私人梳洗用品都处理整齐19. Turn down service is prov

40、ided everyday between 17:00 till 22:00 提供夜间开床服务每晚17:00至22：00110. The quilt is neatly opened to reveal the need 棉被整齐打开显示备用111.Set up the good night card or hotel gift 床头放置晚安卡或致意品112. Bed side lamps are switched on 床边灯打亮113. The room service menu is placed on a noticeable position 送餐菜牌放显眼位置114. Bins a

41、re emptied 垃圾桶已清理115. All the utensils in the room are put back on their original places 房内所有配置用品都放回原位116. All shoes closes are neatly placed 所有鞋衣服都整齐摆放悬挂117. Stationeries are replaced 文具信纸都补给118. Glasses or plates that have been used are taken away or replaced 用过的杯碟都更换119. Newspaper and magazines a

42、re neatly piled up 报纸、杂志都整齐折叠120. The remote control is placed on the bed 电视遥控器放在床头适当位置1Sub Total 房间收拾与开床得分 1902.3 Laundry 洗衣TotalActual1. The laundry list include service time 洗衣单含服务时间12. It gives collection & delivery details 洗衣单上提示交收指引13. It indicates a phone number 洗衣单上显示服务电话14. Pricing is clear 价目清晰15. Laundry bag is av