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1、 SUMMARY概概述述2nd Last3rd Last%scoreLast AuditAuditAuditAverageChange得分上一轮访查上二轮访查上三轮访查平均分差异Arrival/Departure 抵店/离店0.00.00.00.0#DIV/0!#DIV/0!Hotel Room酒店客房0.00.00.00.0#DIV/0!#DIV/0!Public Area公共区域0.00.00.00.0#DIV/0!#DIV/0!Food&Beverage酒店餐饮0.00.00.00.0#DIV/0!#DIV/0!Health Club健身中心0.00.00.00.0#DIV/0!#DIV
2、/0!Fire,Life Safety消防安保0.00.00.00.0#DIV/0!#DIV/0!Staff General员工0.00.00.00.0#DIV/0!#DIV/0!Total Experience体体验验总总评评#DIV/0!0.00.00.0#DIV/0!#DIV/0!%scoreLastAudit 2nd Last 3rd LastArrival/Departure 0.00.00.00.0Hotel Room0.00.00.00.0Public Area0 0.00.00.0Food&Beverage0 0.00.00.0Health Club0.00.00.00.0Fi
3、re,Life Safety0 0.00.00.0Staff General0 0.00.00.0%scoreLastAudit 2nd Last 3rd LastTotalExperience体验总评#DIV/0!0.00.00.0General Impression of Total Experience:体体验验总总评评Arrival/Departure Hotel RoomPublic AreaFood&BeverageHealth ClubFire,Life SafetyStaff General0.0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1.0%
4、scoreLast Audit2nd Last 3rd LastTotal Experience体验总评%scoreLast Audit2nd Last 3rd Last0.0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1.0 5ac77e922c0168f0d2ac5497ffd6e3c4.xlsGeneralPage 2 of 83ARRIVAL AND DEPARTURE 抵抵店店、离离店店2nd Last3rd Last%scoreLast AuditAuditAuditAverage Change得分上一轮访查上二轮访查上三轮访查平均分差异1.1Rese
5、rvations预订0.00.00.00.0#DIV/0!#DIV/0!1.2Airport机场服务0.00.00.00.0#DIV/0!#DIV/0!1.3Limousine轿车服务0.00.00.00.0#DIV/0!#DIV/0!1.4Arrival at Hotel抵店0.00.00.00.0#DIV/0!#DIV/0!1.5Check In登记入住0.00.00.00.0#DIV/0!#DIV/0!1.6Rooming Guest引领入房0.00.00.00.0#DIV/0!#DIV/0!1.7Wake Up Call叫醒电话0.00.00.00.0#DIV/0!#DIV/0!1.8
6、Executive Floor行政楼层0.00.00.00.0#DIV/0!#DIV/0!1.9Departure from Room离开房间0.00.00.00.0#DIV/0!#DIV/0!1.10Check Out退房0.00.00.00.0#DIV/0!#DIV/0!1.11Departure from Hotel离店0.00.00.00.0#DIV/0!#DIV/0!Total Arrival/Departure Experience抵抵店店/离离店店经经历历总总评评0.00.00.00.0#DIV/0!#DIV/0!%scoreLast Audit2nd Last3rd Last1
7、.1Reservations00.00.00.01.2Airport00.00.00.01.3Limousine00.00.00.01.4Arrival at Hotel00.00.00.01.5Check In00.00.00.01.6Rooming Guest00.00.00.01.7Wake Up Call00.00.00.01.8Executive Floor00.00.00.01.9Departure from Room00.00.00.01.10Check Out00.00.00.01.11Departure from Hotel00.00.00.0%scoreLast Audit
8、2nd Last3rd LastTotal00.00.00.0%scoreLast Audit2nd Last3rd LastTotal Arrival/DepartureExperience抵店/离店经历总评0.00.00.00.0General Impression of Arrival and Departure Experience:抵抵店店/离离店店体体验验 总总体体印印象象ReservationsAirportLimousineArrival at HotelCheck InRooming GuestWake Up CallExecutive FloorDeparture from
9、 RoomCheck Out Departure from Hotel00.10.20.30.40.50.60.70.80.91%scoreLast Audit2nd Last3rd LastTotal Arrival/Departure Experience抵店/离店经历总评%scoreLast Audit2nd Last3rd Last0.0 0.2 0.4 0.6 0.8 1.0 5ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 3 of 83Catergory&QuestionsAnswer Comments分分类类
10、及及问问题题回回答答 点点评评No.序序号号RESERVATIONS预预订订100%YesScore 2MajorityMet70-100%Score 1NotApplicableScore 0NoScore(-1)1.1.1Telephone is answered by associate within 3 rings电话铃响3声内接起1.1.2Appropriate greeting,Department Name,Associatename,&offer to assist.使用恰当的问候语,报出部门、名字，主动提供服务FOLLOWING INFORMATION IS REQUESTE
11、D询询问问以以下下信信息息1.1.3If guest has stayed before(History).客人以前是否曾入住过1.1.4Enquires reason for stay so as to provide bestapplicable room choice.询问入住原因,以便提供最合适的房型供挑选1.1.5Advises applicable Room Type&explains benefits onwhy this suits caller.向客人推荐合适的房型,说明房型的优点为何适合该客人1.1.6Company Name if applicable for Corpo
12、rate Rate如果是公司价，尽量询问公司名称1.1.7Arrival&Departure Dates到达和离店日期1.1.8Arrival Time抵店时间1.1.9Number of persons traveling总人数1.1.10Personal preferences i.e(bed type-non/smoking-High/Low floor etc.)客人喜好（大小床，无/吸烟，高低楼层等）1.1.11Makes closing May I confirm that room for you orsimilar结束预订前，与客人确认房间预订1.1.12Contact Inf
13、ormation of caller来电者的联系方式5ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 4 of 831.1.13Guarantee by Credit Card or other通过信用卡或其他方式担保1.1.14Explain the Non Gaurantee,No Show etc policy说明无担保、客房保留的截止时间等相关规定Offers or Informs 告告知知事事项项1.1.15Informs room rate with all taxes and offers to close t
14、hebooking.预订结束前，说明房价含税后的总和1.1.16Offers description of at least 2 room types afteridentifying caller need i.e.Business,Leisure,SpecialOccasion etc.确定客人的需求后，提供至少两种房型供选择，如商务、休闲或特殊房型等1.1.17Informs of any benefits that are included说明所享受的优惠待遇1.1.18If applicable Offers transportation from airport andenquir
15、es flight details合适的情况下，询问是否需要安排车辆接机，并询问航班详情1.1.19Recaps all details received重复所有预订信息1.1.20Offers confirmation number and email/fax confirmation告知确认号，通过电邮/传真发送确认函1.1.21Knowledgeable about hotel and services when asked.被问及时，熟练介绍酒店设施及服务1.1.22Cross-sell/check alternate dates if sold-out situation.房间售完的
16、情况下，能够交叉销售和提供其他可选择入住的日期1.1.23Closes call with appropriate polite comment结束通话前，使用恰当的礼貌用语1.1.24Uses the guest name at least 3 times duringconversation在通话中，称呼客人名字，至少3次1.1.25Friendly,Polite and good English level友善、礼貌、英文良好1.1.26Associate sold room matching needs,product andbenefit not selling rate推荐的房型应
17、符合客人需要，推销产品和优惠待遇，而不是房价Reservations Total预预订订总总分分00005ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 5 of 83No.序序号号AIRPORT机机场场服服务务100%YesScore 2MajorityMet70-100%Score 1NotApplicableScore 0NoScore(-1)1.2.1Associate will be visibly positioned at designatedmeeting point员工站在指定地点的明显位置1.2.2Sig
18、nboard visibly positioned toward exitingpassengers指示牌在明显的位置，朝着出口处乘客1.2.3Associate is well groomed,uniform in good conditionand wearing name tag员工仪表仪容整洁，制服整齐，佩带名牌1.2.4Associate welcomes guest with a proper greeting andsmile while maintaining eye contact员工面带微笑，并用适当的问候语迎接客人，同时保持目光与客人接触1.2.5Associate ob
19、tains and verifies guest name tolimousine reservation员工需核对客人姓名是否与用车预订一致1.2.6Destination is reconfirmed再次确认目的地1.2.7Guests carrying luggage or bags will be offeredimmediate assistance快速帮助客人拿行李箱包1.2.8Associate makes polite conversation while waiting forcar在等候车时，员工友好地与客人攀谈1.2.9Guest is offered parting p
20、leasantries and name isused at least 2 times彬彬有礼地向客人告别，至少称呼客人姓名2次1.2.10Knowledgeable about hotel and services when asked.被问及时，熟练介绍酒店设施及服务1.2.11Knowledgeable about local sights and services whenasked被问及时，熟悉介绍当地的景点和服务1.2.12Was GSA English level clear and precise接待员的英文表达是否清楚、准确Airport Total机机场场服服务务总总分分
21、00005ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 6 of 83No.序序号号LIMOUSINE轿轿车车服服务务100%YesScore 2MajorityMet70-100%Score 1NotApplicableScore 0NoScore(-1)1.3.1Associate is well groomed,uniform in good conditionand wearing name tag员工仪表仪容整洁，制服整齐，佩带名牌1.3.2Associates welcome guest with a prop
22、er greeting andsmile while maintaining eye contact员工面带微笑，并用适当的问候语迎接客人，同时保持与客人眼神交流1.3.3Opens car door for guest开车门迎接客人1.3.4Reconfirms destination and offers estimate time oftravel再次确认目的地，说明预计的行车时间1.3.5The vehicle and interior of the vehicle will be cleanand in working order所有的车辆和内部都应清洁并秩序完好1.3.6Drive
23、rs are knowledgeable about the destination andbest routes,including alternative routes in the event ofheavy traffic司机熟悉目的地和最佳线路，包括堵车时其他线路选择1.3.7If journey is taking longer than estimated time oftravel,associate informs guest of approximatedistance from destination如果所花时间比预计时间长，需告知客人距离目的地大约有多少路程1.3.8A
24、ssociate exits vehicle and assists to open door forany passengers not tended to by doormen员工先下车，为门童未能顾及到的乘客打开车门1.3.9Thanks guest for patronage and offers partingpleasantries感谢客人光顾并愉快地告别1.3.10Has polite and helpful manner举止有礼貌，并提供帮助1.3.11Passenger felt safe and comfortable with drivingability司机的驾驶技术令
25、客人感觉安全、舒适1.3.12The transportation must provide a pleasantexperience and the vehicle positively reflect theproperty image旅途令人愉快，轿车服务为酒店形象增辉5ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 7 of 831.3.13Bottled water and hot/cold towels are provided in thevehicle.车内应该提供瓶装水和热/冷毛巾1.3.14The gue
26、st is offered music and level of comfort isensured.车内播放音乐，确保音量令人舒适1.3.15Hotel has Limousine pick up option available酒店提供高级轿车接送选择Limousine Total轿轿车车服服务务总总分分00005ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 8 of 83No.序序号号ARRIVAL/PORTE COCHURE抵抵店店/车车道道100%YesScore 2MajorityMet70-100%Score
27、 1NotApplicableScore 0NoScore(-1)1.4.1Did Doorman/Bellman approach guest and opendoor?门童是否主动上前为宾客打开车门？1.4.2Was the Guest welcomened to the Hotel?是否向宾客表示欢迎其下榻酒店？1.4.3Was guest name used during arrival?抵店后是否称呼客人姓名？1.4.4Was guest offered assistance?是否为客人提供帮助？1.4.5Was guest given directions?是否为客人提供引导？1.
28、4.6Was associate uniform smart and crisp?员工制服是否设计精美明朗？1.4.7Did associate maintain eye contact at all times员工是否自始至终与客人保持眼神交流？1.4.8Was associate vocabulary pleasant and friendly员工言谈是否友善？1.4.9Did Associate carry Bags into Hotel是否由员工将箱包送进酒店？1.4.10Did Associate stay with bags or give guest LuggageTag是否由员
29、工看护行李，或是将行李卡交给客人？1.4.11Did associate give impression of professional andfriendly service员工是否给人留下服务专业、友好的印象？1.4.12Was Porte Cochure clean and Tidy and all staff wellpresented车道是否干净、整洁，所有员工是否状态良好？Porte Cochure Total车车道道总总分分00005ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 9 of 83No.序序号号A
30、RRIVAL/LOBBY/FRONT DESK抵抵店店/大大堂堂/前前台台100%YesScore 2MajorityMet70-100%Score 1NotApplicableScore 0NoScore(-1)1.5.1All lobby public areas clean and well maintained大堂所有公共区域清洁、保养好1.5.2All hotel structure clean and well maintianed(FF&E)酒店建筑设施清洁、保养好（装饰性家具设备）Hotel lobby 酒酒店店大大堂堂1.5.3Guest immediately acknow
31、ledged by FO GSA witheye contact,smile&appropriate greeting前台接待员立即微笑着用适当的问候语迎接客人，保持眼神交流1.5.4Associate well groomened,uniform crisp&smart andwearing name tag.员工仪容仪表好，制服设计精美明朗，佩戴名牌1.5.5Was GSA English level clear and precise接待员的英文表达是否清楚、准确1.5.6Was guest name used at least twice during check in登记入住过程中，
32、至少两次称呼客人姓名1.5.7Was Reservation in order and quickly located预订是否已在系统中有记录，并能快速找到、确认？1.5.8Associate places all registration materials into theguests hand.员工应将所有登记材料交至客人手上1.5.9Associate does indicates room number but does notvoice out loud员工指向房号以示客人，但不可报出1.5.10Associate indicates room rate but does not
33、voice outloud员工指向房价以示客人，但不可报出1.5.11Did associate enquire on guest needs and attempt toupsell员工是否询问客人需求，并尝试推荐增销1.5.12Did GSA confirm all guest personal preferences接待员是否确认宾客所有个人喜好1.5.13Did GSA confirm check out date and time接待员是否确认退房日期和时间1.5.14If guest to pay account or incidentals requests creditcard
34、 or cash deposit(or confirms credit card given atreservation)5ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 10 of 83若客人要结帐，或支付额外费用，应请客人出示信用卡，或现金作押金（或在预订时确认信用卡信息）1.5.15If cash deposit given,Associate provides receiptunprompted若客人支付现金定金，员工应主动提供收据1.5.16If guest under package,Associate advi
35、ses guest ofthe packages benefits/components若客人以套餐入住，应告知套餐所含的优惠待遇/内容1.5.17Inquires whether guest requires any assistance withdeparture arrangements/airport transfer询问客人是否需要酒店帮助安排离店事宜/机场接送1.5.18If Guest is being upgraded due to occupancyAssosciate informs guest of upgradeed room for thisstay.因出租率原因为客
36、人升级,应告知客人本次升级到的房型1.5.19If room was prepaid,Associate confirmed thatpayment had been made and specify what chargesare not covered若房费已付，应告知客人房费已结清，并说明房费中不含的收费项目1.5.20Check-in procedure is complete within 3 minutes登记入住手续三分钟内完成1.5.21Knowledgeable about hotel and services when asked.被问及时，能熟练介绍酒店设施和服务1.5.
37、22Offers to make F&B reservation and draws attentionto any specical promotion主动提供餐饮预订，积极推荐店内特别促销活动1.5.23Has polite and helpful manner言谈举止彬彬有礼，能为客人提供帮助1.5.24Asks if guest requires assistance with luggage询问客人是否需要酒店帮助运送行李1.5.25Directs Guest to lifts or room access为客人指出电梯或房间的方向1.5.26Associate wishes gue
38、st a pleasant stay员工应祝客人入住愉快Arrival Total抵抵店店总总分分00001.5.145ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 11 of 83No.序序号号ROOMING GUEST 引引领领客客人人入入房房100%YesScore 2MajorityMet70-100%Score 1NotApplicableScore 0NoScore(-1)1.6.1Associate directs Guest to Lift and advises the FloorNumber员工为客人指
39、出电梯所在位置，告知目的楼层1.6.2Associate uses guest name员工称呼客人姓名1.6.3Associate well groomened,uniform crisp&smart andwearing name tag.员工仪容仪表好，制服设计精美明朗，佩戴名牌1.6.4Associates welcome guest with a proper greeting andsmile while maintaining eye contact员工微笑着用适当的问候语迎接客人，保持眼神交流1.6.5Guest is explained hotel features on w
40、ay to room引领客人去客房的过程中，介绍酒店特点1.6.6On arrival the door lock is explained and guest invitedto enter room到房外，为客人讲解门锁的使用方法，请客人入房1.6.7Associate points out emergency exits location plan指出紧急逃生图的位置1.6.8Explains some of the room facilities and in particularthe airconditioning and TV controls plus InternetAcce
41、ss as required.说明房内部分设施的使用方法，尤其是空调、电视控制和上网1.6.9Bags arrive in room within 10 minutes otherwiseindicate time十分钟内将客人行李送至房间，或者告知所需时间1.6.10Associate(offers to)place bags on luggage rack or asinstructed员工主动将行李放在行李架上，或按照客人要求操作1.6.11Associate advises Laundry Valet Service告知客人洗衣服务1.6.12Associate wishes gues
42、t a pleasant stay祝客人入住愉快1.6.13Associate departs without lingering for a tip5ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 12 of 83员工不应驻留索取小费，流程完成后即离开客房1.6.14Offers to make F&B reservation and draws attentionto any specical promotion主动提供餐饮预订，积极推荐店内特别促销活动1.6.15Knowledgeable about hotel an
43、d services when asked.被问及时，能熟练介绍酒店设施和服务1.6.16Has polite and helpful manner言谈举止彬彬有礼，能为客人提供帮助1.6.17English level clear and precise英文表达清晰、准确RoomingRooming GuestGuest TotalTotal引引领领客客人人入入房房总总分分00001.6.135ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 13 of 83No.序序号号WAKE UP CALL叫叫醒醒电电话话100%Ye
44、sScore 2MajorityMet70-100%Score 1NotApplicableScore 0NoScore(-1)1.7.1Guests name used at least twice when receivingWake Up Call instructions.受理叫醒电话中至少称呼客人姓名两次1.7.2Associate repeats all details back to Guest in a clearvoice and asks guest if correct.向客人重复所有信息，表达清晰，询问客人信息是否正确1.7.3Operator anticipates
45、guests needs or offers apersonalized recommendation.总机员工能预见客人的需求，或提供个性化的推荐DELIVERY 致致电电1.7.4If call is manual guest name is used and appropriategreeting若为人工叫醒电话，应称呼客人姓名，致以合适的问候1.7.5Wake up includes time of call叫醒电话中告知客人来电的时间1.7.6Wake Up call was accurate and within 3 minutes ofguest request.叫醒电话准确，误
46、差不应超过三分钟1.7.7Associate offered appropriate closing remark员工应向客人致以恰当的告别语/致谢语Wake Up Call Total叫叫醒醒电电话话总总分分00005ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 14 of 83No.序序号号EXECUTIVE FLOOR&EXEC FLOOR LOUNGEEXPERINCE行行政政楼楼层层和和行行政政酒酒廊廊体体验验100%YesScore 2MajorityMet70-100%Score 1NotApplicable
47、Score 0NoScore(-1)1.8.1If directed to Exec Floor on check in did associatephone throught to Exec Floor&advise your name soyou could be greeted on arrival若客人登记后将入住行政楼层，总台员工是否致电行政楼接待处告知客人姓名，以便行政楼接待员向客人致以问候1.8.2Was Exec Floor reception manned and registrationcard available行政楼接待处是否有人员在岗，是否有入住登记卡1.8.3Was
48、 your reservation in order客人的预订是否已经在系统中有记录？1.8.4Did you receive appropriate greeting with smile andeye contact是否微笑着向客人致以恰当的问候，保持眼神交流？1.8.5Did Reception treat you as member of VIP area ofhotel行政楼接待员是否按照酒店贵宾区域规格接待客人？1.8.6Where all your Exec Floor benefits clearly explained是否清晰地介绍客人可以享受的行政楼优惠待遇？LOUNGE
49、行行政政酒酒廊廊1.8.7Associate solicits beverage order within two minutesof being seated客人入座后两分钟内，员工询问客人是否点饮料1.8.8Correct and appropriate glassware is available andused for each beverage每一种饮料配套使用恰当的玻璃器皿1.8.9All beverages are prepared according to industrystandards or guests specifications.所有饮料按照行业标准或客人要求准备1
50、.8.10Exec Floor Breakfast well presented and inviting行政楼早餐出品精美诱人1.8.11Hot food is Hot and well cooked热菜热上，烹调到位5ac77e922c0168f0d2ac5497ffd6e3c4.xls1-Arrival&DeparturePage 15 of 831.8.12Good selection of Continental,Asian and Westernoptions欧式、亚洲、西式早餐供应的品种精心挑选1.8.13Eggs cooked to order蛋料理按照客人要求制作1.8.14