皇冠假日酒店房务部模拟运作计划.doc

皇冠假日酒店房务部模拟运作计划Room Stay-In Simulation Program 房务部模拟运作计划Critique Form模拟评估表Please answer the following questions by putting a tick ( ) in the appropriate bracket.(N/A: Not applicable)请回答以下的问题，并在适当的括号内打“”。CHECK-IN STAGE-STAGE 2登记入住-情景 2A. Entrance Services: 大堂门口服务YESNO是否（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）Did the Baggage Assistant 礼宾部服务员有没有做到1. Smile and establish eye contact?保持微笑并与您有目光接触？2. Greet you appropriately (Good Morning/Afternoon/Evening)?适当的问候（早上好/下午好/晚上好）?3. Extend a warm welcome?热情地欢迎您？4. Address you by name (if know)?称呼您的姓名（如果服务员已经知道）?5. Offer assistance with baggage (if relevant)称呼您的姓名（如果合适的话）?YESNO是否（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）B. Reception Services ：前台接待服务Did the Guest Service Agent.宾客服务员有没有做到1. Smile and establish eye contact?保持微笑并与您有目光接触？2. Greet you appropriately (Good Morning/Afternoon/Evening)?适当的问候（早上好/下午好/晚上好）？3. Extend a warm welcome（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）热情地欢迎您？4. Greet you by name (if know)?称呼您的姓名（如果服务员已经知道）？5. Offer to complete your registration card for you?提议帮助您填写入住登记卡？6. Confirm the room type booked?确认您预定的房间类型？7. Reconfirm your length of stay?再次确认您的入住期限？（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）8. Advise you of your room rate?向您说明您的房价？9. Verify your mode of payment?核实您的付款方式？10. Inform you of your room number and level? 告诉您的房间号和楼层数？（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）11. Indicate the direction of the elevators to you?为您指引电梯的方向？12. Inform you of the Service Center Line#3?告诉您宾客服务中心的电话是拨“3”号键？13. Address you by name more than once during registration?在登记过程中不只一次称呼您的姓名？14. Handle the registration courteously and efficiently?有礼貌，有效率地为您办理入住手续？15. Wish you a pleasant stay? 祝愿您入住愉快？YESNO是否（ ）（ ）（ ）（ ）Did the Baggage Assistant or Guest Service Agent礼宾部服务员或都宾客服务中心员工有没有1. Escort you to your room (if applicable)?陪同您回您的房间（如果适用）？2. Hold the lift for you (if applicable)?（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）为您按住电梯（如果适用）？3. Inform you of your room number?告诉您的房间号？4. Introduce other hotel facilities on the way to your room?在送您到房间的途中向您介绍酒店的其他设施？5. Allow you to enter the room first?允许您先进房间。6. Introduce the room and its facilities to you? 向您介绍房间情况及其他设施？A. Door Lock 门锁B. Room TV set & remote control unit 电视及遥控器C. TV set &remote control unit 电视及遥控器D. Coffee/Tee making Facilities 煮茶/咖啡器具E. Electronic safe 电子保险箱F. Message Light and Voice Mail 留言灯及语音信箱G. Hairdryer 电吹风7. Inform you of the Service Center#3?告诉您宾客服务中心的电话是拨“3”号键？（ ）（ ）（ ）（ ）8. Wish you a pleasant stay?祝愿您入住愉快？9. Did the staff provide further assistance?宾客服务员有否提供更多的帮助？HOW WOULD YOU RATE YOUR ARRIVAL EXPERIENCE?您对您的入住经历如何评？（ ）Excellent （ ）Good （ ）Fair （ ） Poor 优 好 一般 差Suggestions for improvement：改进建议：WHILE IN RESIDENCE STAGE-STAGE3进房间-情景3In order to evaluate the services offered by other Rooms Division Departments, please follow the instructions indicated for each of the following departments:为了给房务部其他部门的服务作一个评估，请您按以下指引向每个部门要求一个服务项目。YESNO是否（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）Housekeeping Services:客房服务：1. Did the Housekeeper.客房服务员有没有做到.A. Press the doorbell 3 times?按门铃三声，并报上所在部门名称？B. Greet you appropriately? (Good Morning/Afternoon/Evening)?适当地问候（早上好/下午好/晚上好）？C. Introduce himself/herself ?介绍他/她自己？D. Smile?微笑？E. Establish eye contact?目光接触？（ ）（ ）（ ）（ ）F. Look presentable?看起来很得体？G. Use appropriate language in communication with you?与您沟通过程中使用适用的语言？（ ）（ ）（ ）（ ）H. Wish you a pleasant stay?祝您入住愉快？2. Was the bed properly made up?床是否正确铺好？（ ）（ ）（ ）（ ）3. Was the bed properly turned down?开床服务是否正确？4. Was the Housekeeper available when needed?客房服务员是否随时准备为您服务？HOW WOULD YOU RATE THE SERVICE OF THE HOUSEKEEPER?您对客房服务如何评价？（ ）Excellent （ ）Good （ ）Fair （ ） Poor 优 好 一般 差Suggestions for improvement:改进建议B. Service Center：服务中心 Request at least one wake-up call during your stay in the hotel 在酒店入住期间至少要求一次早叫服务。Ask the Telephone Operator for a telephone number of your choice.任意向总机询问一个电话号码。YESNO是否（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）WAKE-UP CALL 叫早服务1. Did the Telephone Operator answer your call within 3 rings? 接线生是否在铃响三声内接听电话2. Greet you appropriately (Good morning /Afternoon/Evening) 适当地问候（早上好/下午好/晚上好）3. Did the staff repeat your wake-up call instruction? 宾客服务员是否重复您的叫早服务要求？4. Did the staff enquire if you would like a second wake-up call? 宾客服务是否询问您是否还需要第二次的叫早？（ ）（ ）（ ）（ ）5. Was the wake-up call received on time? 是否准时给您叫早？6Did the Telephone Operator announce the call clearly?电话接线生的叫早服务是否清晰？（ ）（ ）（ ）（ ）7. Did the staff wish you a good day? 宾客服务员是否祝您渡过愉快的一天？8. Was there a smile in their voice? 声音里带微笑？INFORMATIOYESNO是否（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）咨询处 1. Did the Telephone Operator answer your call within 3 rings?接线生是否在铃响三声内接听电话？2. Greet you appropriately (Good Morning/Afternoon/Evening)?适当地问候（早上好/下午好/晚上好）3. Did the staff comply with your request?宾客服务员是否完成您的要求？4. Did the staff offer to connect you to the number requested?宾客服务员是否提议为您连接要求的号码？5. Did the staff thank you for calling?宾客服务员是否感谢您的来电？来自富酒店论坛( ) 海量酒店管理资料下载HOW WOULD YOU RATE THE SERVICE OF THE TELEPHONE DEPARTMENT?您对电话部门的服务如何平价？（ ）Excellent （ ）Good （ ）Fair （ ） Poor 优 好 一般 差Suggestions for improvement:改进建议CConcierge Service：礼宾服务l Request information on tours available.咨询有关的旅游资料。l Request information regarding the soonest available flight to a country or city of your choice.询问能最快到达您所选择国家或城市的有效航班的资料。l Ask for directions to the nearest bank, place of worship or hospital. (Please choose one only)询问指路（只选一个）：最近的银行、教堂或医院。TOUR INFORMATIONYESNO是否（ ）（ ）（ ）（ ）（ ）（ ）旅游咨询1. Were you greeted with a smile and an offer of assistance? 宾客服务是否微笑和提供帮助？2. Was the information given clear and complete? 提供的信息是否清晰完整？3. Was your request handled in a polite, friendly and professional manner? 宾客服务是否友好、礼貌并且专业地处理您的要求？（ ）（ ）（ ）（ ）4. Did the staff offer to book the tour for you? 宾客服务员是否向您提出为您预订旅游行程？ 5. Was further assistance offered?是否提供进一步的帮助？DIRECTIONSYESNO是否（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）指路1Were you greeted with a smile and an offer of assistance?宾客服务员是否微笑和提供帮助？2Did the staff record the details of information carefully?宾客服务员是否清楚的记录所有资料？3Was the information given clear and complete?提供的资料是否清晰完整？4Did the staff use a map to indicate directions?宾客服务员是否运用地图引路？5Was your request handled in a polite, friendly and professional manner?宾客服务员是否友好、礼貌并且专业地处理您的要求？（ ）（ ）6Was further assistance offered?是否提供进一步的帮助？FLEGHT INFORMATIONYESNO是否（ ）（ ）（ ）（ ）（ ）（ ）航班咨询1. Were you greeted with a smile and an offer of assistance? 宾客服务员是否微笑和提供帮助？2. Did the staff request additional information from you? 宾客服务员是否向您询问更多的资料？3. Was the information given clear and complete? 提供的资料是否清晰完整？（ ）（ ）（ ）（ ）（ ）（ ）4. Was your request handled in polite, friendly and professional manner? 宾客服务是否友好、礼貌并且专业地处理您的要求？（ ）（ ）（ ）（ ）（ ）（ ）5. Did the staff offer to book the flight for you?宾客服务员是否为您预订航班？6. Did the staff offer to arrange transportation to the airport?宾客服务员是否为您安排机场接送？7. Was additional assistance offered?是否提供更多的帮助？HOW WOULD YOU RATE THE SERVICE OF THE CONCIERGE SERVICE?您对礼宾部的服务评价如何？（ ）Excellent （ ）Good （ ）Fair （ ） Poor 优 好 一般 差Suggestions for improvement: 改进建议：D. Guest Service line#3 服务中心内部线电话：#3l Inform the Service Center one of the following:告诉服务中心以下事情：-That you find the pillows in the room too soft and that you are allergic to feathers.-您房间的枕头太软，并且您对羽绒过敏。-That the water pressure in your room is too low.-您房间的水压太低。-That the temperature in your room is too warm.-您房间的温度太高。-That the bathroom bulb is fused浴室灯泡保险烧断。-That you have forgotten your password for the electronic safe in the room.YESNO是否（ ）（ ）（ ）（ ）-您忘记了房间保险箱的密码。1. Did the Guest Service Agent answer your call within 3 rings?在铃响三声内接听电话？2. Did the staff greet you appropriately (Good Morning/Afternoon/Evening)?适当地问候（早上好/下午好/晚上好）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）3. Did the staff show concern to your comments?宾客服务员对您的是否关注？4. Did the staff offer to rectify the situation immediately?宾客服务员是否及时地提出解决问题的方法？5. Was your request handled in a polite, friendly and professional manner?宾客服务员是否友好、礼貌并且专业地处理您的要求？6. Did the staff contact you later to follow-up and check for satisfaction?宾客服务员是否继续与您联系跟进您的问题并询问您是否满意？7. Did the staff offer further assistance?宾客服务员是否提供更多的帮助？ Request for one of the following items:提出以下其中一个要求：- Bath towel, adaptor, mineral water, shopping bag, toothbrush, a baby-cot, pressing service after 11pm.-浴巾、插座、矿泉水、购物袋、牙刷、婴儿床、晚11点后的烫衣服务。YESNO是否（ ）（ ）（ ）（ ）1. Did the Guest Service Agent answer your call within 3rings?在铃响三声内接听电话？2. Did the staff greet you appropriately (Good Morning/Afternoon/Evening)?Was the item delivered promptly?（ ）（ ）（ ）（ ）（ ）（ ） (Please indicate time taken, minutes.)您要求的物品是否及时地送来？（请写出所用时间： 分钟）3. Did the staff offer to rectify the situation immediately?宾客服务员是否及时地提出解决问题的方法？4. Was your request handled in a polite，friendly and professional manner?宾客服务员是否友好、礼貌并且专业地处理您的要求？5. Did the staff contact you later to follow-up and check for satisfaction?宾客服务员是否继续与您联系跟进您的问题并询问您是否满意？E. Laundry/ Valet Service:YESNO是否（ ）（ ）（ ）（ ）（ ）（ ） 洗衣/缝补服务1. Was your laundry picked-up on time?是否准时收取洗衣？2. Was your laundry delivered on time?是否准时送还洗衣？3. Was the packaging presentable and according to your specific instructions?洗后衣物是否折叠包装正确及符合您的要求？（ ）（ ）（ ）（ ）4. Was the service value for money?您接受的服务是否感觉物有所值？ HOW WOULD YOU RATE YOUR STAY?您对此行如何评价？- In terms of your ROOM您的房间（ ）Excellent （ ）Good （ ）Fair （ ） Poor 优 好 一般 差- In terms of QUALITY OF SERVICES 服务质量（ ）Excellent （ ）Good （ ）Fair （ ） Poor 优 好 一般 差- In terms of AMENITIES 房间客用品（ ）Excellent （ ）Good （ ）Fair （ ） Poor 优 好 一般 差 Suggestions for improvement:改进建议：YESNO是否（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）（ ）CHECK-OUT STAGE-STAGE 4 退房-情景 41. Was your luggage collected promptly? ( if applicable)(Please indicate time taken, minutes)您的行李是否被快速地收取好？（请写出所用时间： 分钟）（如适用）2. Did the Guest Service Agent greet you with a smile and offer of assistance?宾客服务员是否微笑问候您并提供帮助？3. Did the staff address you by name during the check-out process?宾客服务员在退房过程中是否称呼您的姓名？4. Were you billed accurately?您的账单是否准备无误？5. Was the check-out handled promptly and efficiently?（Please indicate time taken, minutes） 您的离店手续是否办理得快速高效？（请写出所用时间： （ ）（ ）（ ）（ ）分钟）6. Did the staff remind you to return your room key?宾客服务员是否提醒您归还房间钥匙？7. Did the staff remind you to clear the electronic locker in your （ ）（ ）room?宾客服务员是否提醒您清理保险箱？8. Did the staff say “thank you for staying with”?宾客服务员是否感谢您的光顾？HOW WOULD YOU RATE THE CHECK-OUT PROCESS?您对退房服务如何评价？（ ）Excellent （ ）Good （ ）Fair （ ） Poor 优 好 一般 差Suggestions for improvement:改进建议：OTHER COMMENTS ABOUT YOUR STAY:您在入住期间的其他建议：Guest Name Room No Date of Stay 客人姓名 房间号码 住店日期 Thank you for your kind cooperation.谢谢您的友好合作。来自富酒店论坛( ) 海量酒店管理资料下载