酒店管理导论酒店品质检查细则评分表中英文

《酒店管理导论酒店品质检查细则评分表中英文》由会员分享，可在线阅读，更多相关《酒店管理导论酒店品质检查细则评分表中英文（31页珍藏版）》请在装配图网上搜索。

1、1.Front Office1.Front Office 前厅前厅1.1 Operator 总机1.2 Reservation 预订部1.3 Station Counter/Arrival 接机服务1.4 Check-in 接待部1.5 Morning Call 叫醒服务1.6 Information 问询处1.7 Concierge 礼宾部1.8 Checking Out 收银1.9 Overall Impression of Front Office整体印象前台得分前台得分 Front Office Sub TatolFront Office Sub Tatol2.Rooms2.Rooms

2、 客房客房2.1 Room Evaluation 客房评估2.2 Room Make Up and Turn Down Service房间收拾与开夜床2.3 Laundry 洗衣2.4 Mini Bar 迷你吧2.5 Overall Room Comfort 舒适限度客房得分客房得分 Rooms Sub TatolRooms Sub Tatol3.Food&Beverage3.Food&Beverage 餐饮餐饮3.1 Buffet Breakfast 自助早餐3.2 Chinese Restaurant Service 中餐厅3.3 Western Restaurant 西餐厅3.4 Bar

3、/Coffee shop/Lobby Bar 咖啡厅/酒吧3.5 Room Service 送餐服务3.6 Overall Comfort in Dining Areas 整体餐厅舒适限度餐饮得分餐饮得分 Food&Beverage Sub TatolFood&Beverage Sub Tatol4.Other services4.Other services 其它其它4.1 Recreation Fitness Center 康乐设施4.2 Business Center 商务中心4.3 Retail Outlets 商店4.4 Souvenir Shop 纪念品商店4.5 Engineer

4、ing&Maintenance 工程/维修其它得分其它得分 Other Services Sub TatolOther Services Sub Tatol5.Facilities for safety&the handicap5.Facilities for safety&the handicap 安全设施安全设施5.1 Facilities for Safety 安全设施5.2 Handicap People and Child-care Service 儿童/伤残人士设施安全设施得分安全设施得分 Safty&Handicap Sub TatolSafty&Handicap Sub Tat

5、ol712141761012113312212238191715141031032032372329241651653289911696911819190000000000 0000000 00000000 0000000 0000 06.Overall Impression of Hotel6.Overall Impression of Hotel 整体印象整体印象6.1 Hotel Outdoor Area 酒店户外地区6.2 Corridors 走廊6.4 Public Restrooms 公共洗手间整体印象得分整体印象得分 Overall Impression Sub TatolOve

6、rall Impression Sub Tatol酒店总得分酒店总得分 Hotel Grand TatolHotel Grand Tatol1.Front Office1.Front Office前台前台1.11.1 OperatorOperator 总机总机1.It was answered within 3 rings.电话三响内接听2.Did the operator greet the guest and statedthe name of the hotel?接线生有道出酒店名称和向客人致意3.Does the operators speak with a friendlytone?

7、接线生声调亲切4.Was the command of English good?英语掌握得好5.Was the call transferred promptly?电话转接速度6.It was free of background noise.电话里无杂音7.Did the operator thanks for guests call?接线生有否向客人致谢Sub TotalSub Total 总机得分总机得分1.2 Reservation1.2 Reservation 预订部预订部1.The call was picked up wihin 3 rings.电话三响内接听2.Answere

8、d professionally and stated the hotelname 员工应答专业并道出酒店名称3.The call was free from background noise电话里无杂音4.The date of arrival and departure wereconfirmed 确认入住及离店日期5.Did the reservation staff explain patiently&clearly?耐心清楚地解释6.Did confirm the guest name s spelling andcontact method 确认客人姓名及联系方式679222250

9、0500标准得分Tatol110000 00 0实际得分Actual0 0111117 7TotalTotal1111110 0ActualActual7.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8.Did the reservation staff upsell?员工是否向上销售9.How was reservation staffs English?员工英语水平10.Was the guest addressed by name?是否称呼客人姓名11.Did the st

10、aff repeat the detail of thereservation 是否确认订房的内容12.Didthereservation staffthanks forguests call?接线生有否向客人致谢Sub TotalSub Total 预订部得分预订部得分1.3 Station Counter/Arrival1.3 Station Counter/Arrival 接机服务接机服务1.Staff looked professional 员工表现专业2.Welcome guest at first instance with eyecontact(y/n)欢迎客人时是否目光接触3.

11、Guest arrival well handled 及时、顺利地接到客人4.Was help given for luggage etc?帮忙客人拿行李及其他物件5.Help the guest to open car door 帮忙客人开车门6.Request guest whether he likes to havemusic/volume suitability 询问客人音量合适7.Courteous conversation,not asking privatequestions 合适的对话，不问私人问题8.Careful driving 驾驶技巧9.The seat belt w

12、as easy to use 安全带易于使用10.Inform guest regarding approximate time totake to reach the hotel 提供预估抵店时间11.Open door for guest and take care of guests luggage 帮客人开门并照顾行李12.Suitable temperature in the limousine汽车内温度舒适、整洁13.The boot is clear of the drivers personalbelongings 汽车行李箱内无杂物14.Did the driver than

13、k the guest?司机是否向客人道谢Sub TotalSub Total 行李部得分行李部得分1111111212TotalTotal1111111111111114140ActualActual01.4 Check-in1.4 Check-in 前台接待前台接待1.Doorman and bellboy awaiting guests 门童及行李员就位等候2.Greeting guest warmly 热情问候客人3.Helping guest with the luggage帮客人提行李4.Open the door and lead the guest into thelobby

14、为客人开门，引客人进门5.Hotel entrance is clean and no obstruction 酒店入口清洁无杂物6.Guest was served within 30 second uponarriving the reception counter 客人到达接待台30 秒内被接待7.Are the receptionist smiling at times whenserving the guests?员工微笑着接待客人8.Do they have eye contacts when talking toguest?和客人会话时保持目光接触9.Do the recepti

15、onist address the guest nameat least once?在会话中,员工至少有一次称呼客人姓名10.Dothestaffconfirmthereservationinformation?是否确认订房信息11.Check in took less than 5 minutes andluggage was delivered to room在 5 分钟内办完入住手续，行李被送上房间12.Did the staff thank the guest for choosedhotels and wish guest had a nice stay?员工有无感谢客人下榻酒店并祝

16、客人入住快乐？13.Knocking on door lightly when luggage wasbrought to the room 行李生送行李到房间时轻轻敲门14.Uponentrytoroom,greetedguestcourteously 进房间时，礼貌待客与问候15.During conversation,the guests name wasaddressed at least once 对话中起码尊称客人姓名一次16.Luggage was placed on the luggage rack 行李安放行李架上17.Thanking the guest 感谢客人Sub T

17、otalSub Total 接待部得分接待部得分1.51.5 Wake-up CallWake-up Call 叫醒服务叫醒服务1.Phone was picked up after 3 rings电话三响TotalTotal111111ActualActual111111111111717TotalTotal10ActualActual内接听2.Staff greet guest,and inform the guest whohe is speaking to 员工向客人致意并报岗位名称3.During conversation,the user name wasmentioned at

18、least once 在会话中,员工至少有一次称呼客人姓名4.Repeat what the guest s request to confirminformation 有确认客人的规定5.Wish guest good night 向客人说晚安午安6.Wake up call must not be more than 5minutes difference than the guest Requested 叫醒客人的时间要准确,差异不能超过 5 分钟Sub TotalSub Total 叫醒服务得分叫醒服务得分1.61.6 InformationInformation 问询处问询处1.Ph

19、one was answered in 3 rings电话三响内接听2.Greet guest,inform guest who he is speakingto 员工向客人致意并报岗位名称3.Never let the guest wait for more than 30second 不让客人等候超过 30 秒钟4.When approach the information counter,theguest should be attended to in 30 second客人到达询问处在 30 秒内有人接待5.Greets the guest warmly 热情向客人致意6.Leafl

20、ets,promotion materials and informationare in stock 资料齐备7.Provide free maps and places of interests免费地图及观光点讯息8.All the fax should be delivered within 15minutes 所有传真在 15 分钟內办妥9.Employeesarefamiliarwithproductknowledge 服务员熟悉酒店产品知识10.The counter is always neat and tidy柜台整洁Sub TotalSub Total 问询处得分问询处得分1

21、.71.7 ConciergeConcierge 礼宾部礼宾部1The phone was answered within 3 rings电话响三次内接听2.There was a courteous greeting and staffconfirmed the check-out time 员工向客人致意并确认离店时间111116 6TotalTotal11110ActualActual1111111010TotalTotal110ActualActual3.The staff confirmed the number of luggage确认行李件数4.The staff address

22、ed the guests name atleast once 在会话中,员工至少有一次称呼客人姓名5.The staff thank the guest for staying inhotel 员工感谢客人下榻海航酒店6.The bell boy came to the room within 10minutes 行李员在 10 分钟内到达客房7.The bellboy knocked on the door lightly行李员有轻轻敲门8.The bellboy greet the guest politely行李员向客人行礼9.During conversation,the bellb

23、oy addressedthe guest name at least once 在会话中,员工至少有一次称呼客人姓名10.Concierge carry luggage 礼宾部员工帮忙搬运营李11.Concierge help guest to open the door of thecar 礼宾部员工帮客人打开车门12Thankguestandwishhimagoodjourney祝客人路程快乐Sub TotalSub Total 礼宾部得分礼宾部得分1.81.8 Checking OutChecking Out 收银收银1Guest was served within 30 second

24、 uponarriving the reception counter 客人到达柜台30 秒内被接待2.Are the staff smiling at times when servingthe guests?员工微笑着接待客人3.Do they have eye contacts when talking toguest?和客人会话时保持目光接触4.Do the staff address the user name at leastonce?在会话中,员工至少有一次称呼客人姓名5.Do the staff confirm the room number?是否确认房间号码6.Was the

25、 bill presentation done properly?结帐程序妥善解决7.Did staff explain the types of paymentmethods?有清楚解说结帐方法8.Did the staff thank the guest for staying?员工有感谢客人11111111111212TotalTotal10ActualActual11111119.Are the staff saying goodbye to guest whenthe guest was about to leave?员工有向客人说再见101.Did staff arrange co

26、ncierge to collectluggage?有安排礼宾部同时搬运营李11.Did staff thank the guest and invite him tocome and stay again?有否邀请客人再次光顾Sub TotalSub Total 收银得分收银得分1.91.9 OverallOverall ImpressionImpression of of FrontFront OfficeOffice 大堂整大堂整体印象体印象1.Is lighting adequate?灯火通明2.Is the temperature comfortable?温度舒适3.Is venti

27、lation adequate?空气流通4.Are signs&directions clear?方向指示清楚5.Aretheredesignatedareas?有非吸烟区non-smoking1111111TotalTotal111111110ActualActual6.Is the road main entrance well-maintained,clear of debris?通道整齐有序,无杂物7.Is appearance of main entrance in excellentshape?大堂重要通道美观大方8.Wasapieceoflitteronthefloorclear

28、edpromptly?地面杂物不久清理9.How often are finger prints on glass doorscleaned?大门玻璃手指印多久清理10.Arethefurniture/fittingsurfacescleanand clear of dust?家具枱櫈清洁无灰尘11.Arethefurniture/fittingsurfacesclearof any unwanted items?家具枱櫈无杂物12.Are the floor surface clean?地面清洁13.Are the stairways clean?楼梯无杂物14.Are any of the

29、 lights out of order?灯具设立无破损15.Are any of the fitting not in propercondition?所有大堂设立无破损16.Are the flowers fresh?摆设鲜花17.Are the plants well maintained,no driedleaves etc?室内植物培植好18.Is the flooring in good condition?地面无破损111111111119.Is the floor area of the restroom frequentlycleaned?洗手间地面清洁20.Is the w

30、ashbasin surface clean?洗手盆清洁21.Isthewashbasinsurroundingareadry?洗手盆周边干净22.Is soap/washing detergent replenished?洗手液得到补充23.Are the doors of the restroom clean?地面干净24.Are other fittings of the restroom in goodworking order?其他设备没破损25.Are the staff uniform clean&tidy?制服清洁和整齐26.Do the staff look attentiv

31、e&professional?员工专业形象,照顾周到27.Are the male staff hair short&wellcombed?男员工头发整齐28.If the female staff have long hair,are theyneatly tied or kept?女员工如长头发,有否紥起来29.Dothestaffhaveclean&shortfingernails?指甲清洁,短和整齐30.Do the staff wear any excessive jewelry?职工没配戴不适当的首饰31.When spoken to,are the staff courteous

32、?对话时,职工有礼貌32.Do they have eye contacts when talking toguest?对话时员工可以和客人保持目光接触33.When they come across guest do theyacknowledge or smile?员工与客人面对面时可以打招呼或微笑Sub TotalSub Total 整体印象得分整体印象得分2.Rooms2.Rooms客房客房2.1 Room Evaluation2.1 Room Evaluation 客房评估客房评估1111111111111113333TotalTotalA Ac ct tu ua al l01.Is

33、 lighting adequate?灯光足够舒适12.Is the temperature comfortable?室温舒适3.Is ventilation adequate?通风舒适足够4.Is the ambience pleasant?环境、气氛舒适喜悦5.Arethefireexitsignclearandotherinstructions legible?安全出口指示/标示清楚6.The room is quiet 房间安静7.Are the furniture/fitting surfaces clean andclear of dust?客房家具/设立表面洁亮无尘埃8.Is t

34、he carpet free of any stain?地毯无汚点9.Is the mini fridge clean/ordorless?冰箱洁净无异味10.Are windows clean,both inside&outside?窗玻璃内外都洁亮11.Are cupboards clean?杯柜洁净12.Are drawers and contents neatly displayed?抽屉及内物品整齐展示13.Is the bathroom clean?浴室洁净14.Is towel clean and smell fresh?毛巾洁白/气味清新15.The net curtain i

35、s clean?紗帘洁净无汚16.The bed line is clean 床綫洁净17.Is the wall clean and spotless 墙壁洁净无汚点18.Are all furniture clean and stainless 所有家具洁亮无汚点19.Are all lamps clean 灯具/罩洁净20.Are all floor&wall surfaces in good order?地台/墙面无破损21.Fittings and appliances room in good order?客房/浴室所有设立无破损22.Is water pressure/hot w

36、ater adequate?水流压平衡热水足够，15 秒内达成 46-51C23.Is the TV in proper working order and haveHNA channel?电视运作正常，具有海航频道24.Is the mini bar contentsin good order?客房迷你吧内容整齐有序25.Is bathroom in perfect order?浴室设立有序有条理26.Is the internet connection trouble free?上1111111111111111111111111网顺畅27.Is the mirrors is perfec

37、t condition?镜子完美无损28.Are the tiles in the bathroom in goodcondition?浴室墙砖完好无损29.Shower glass panel clean 浴室玻璃洁净30.Toilet and water drainage in good condition?洗手间排水完好操作正常31.Is bathroom ventilation quiet?浴室排气、抽风系统安静32.Are all utilities replaced after use?易耗品用后补充及时33.Bathrobe is clean and made of good m

38、aterial浴袍洁净及材料适当34.Glasses are clean and costars are available玻璃杯洁亮、杯垫在位35.Face towels are clean and feel fresh and soft面巾柔软清新洁净36.Room cleaning is completed before 14:00中午两点前完毕在住客人房间清理37.Staff respect the“do not disturb”sign 服务员遵从“请勿打扰”指示38.All the utensils are placed accordingly所有用品补充到位Sub TotalSu

39、b Total 客房评估得分客房评估得分2.2 Room Make Up and Turn Down Service2.2 Room Make Up and Turn Down Service房房间收拾与开夜床间收拾与开夜床1111111111113838TotalTotal0A Ac ct tu ua al l1.The phone call to housekeeping is answeredwithin 3 rings 电话三响内接听2.Request to have the room clean takes lessthan 10 minutes for the maid to ar

40、rive提出规定清理房间服务员在 10 分钟内到达3.Cleaning of the room takes no more than20 minutes 清理房间时间不超过 20 分钟4.All bathroom utensils are replaced 浴室所有用品都更换补充5.Wet towels are replaced 使用过的毛巾都更换111116.Toiletries are neatly arranged 浴室用品、易耗品都整齐摆设7.The guests personal toiletries items areneatly arranged 客人自帶私人梳洗用品都解决整齐9

41、.Turn down service is provided everydaybetween 17:00 till 22:00 提供夜间开床服务每晚 17:00 至 22：0010.The quilt is neatly opened to reveal the need棉被整齐打开显示备用11.Set up the good night card or hotel gift 床头放置晚安卡或致意品12.Bed side lamps are switched on床边灯打亮13.The room service menu is placed on anoticeable position 送餐

42、菜牌放显眼位置14.Bins are emptied 垃圾桶已清理15.All the utensils in the room are put back ontheir original places 房内所有配置用品都放回原位16.All shoes closes are neatly placed 所有鞋衣服都整齐摆放悬挂17.Stationeries are replaced 文具信纸都补给18.Glasses or plates that have been used aretaken away or replaced 用过的杯碟都更换19.Newspaper and magazin

43、es are neatly piledup 报纸、杂志都整齐折叠20.The remote control is placed on the bed 电视遥控器放在床头适当位置Sub TotalSub Total 房间收拾与开床得分房间收拾与开床得分2.32.3 LaundryLaundry 洗衣洗衣111111111111111919TotalTotal0A Ac ct tu ua al l1.The laundry list include service time洗衣单含服务时间2.It gives collection&delivery details 洗衣单上提醒交收指引3.It i

44、ndicates a phone number 洗衣单上显示服务电话1114.Pricing is clear 价目清楚5.Laundry bag is available 配有环保洗衣袋备用6.Laundry to be collected in 10 minutes afterthe guest call 致电洗衣规定 10 分钟内完毕收取7.The staff should lightly knock on the door服务员轻敲房门8.The staff should courteously greet the guest服务员礼貌地称呼客人9.The guests name sh

45、ould be addressed atleast once 至少一次称呼客人姓名10.Should confirm the items to be washed送洗衣服逐件确认11.Did staff thank guest?是否向客人致谢12.Was laundry delivered on time?洗衣是否准时送回14.Has all items been returned 所有送洗/熨衣物都送回，并包装、悬挂整齐15.The charges are clearly indicated收费都清楚指示16.The items have been washed satisfactorily

46、送洗熨衣物都满意18.All tags were removed送洗熨衣物上的标贴都拆除19.Socks were folded in pairs 袜子是否配对一双SubSubTotalTotal洗衣得分洗衣得分2.4 Mini Bar2.4 Mini Bar 迷你吧迷你吧111111111111111717TotalTotal0A Ac ct tu ua al l1.It is inspected every day 天天点查2.The used items are being replaced 用后补给3.Dirty glasses should be changed 用过杯更换4.Is

47、the mini fridge clean/odorless?冰箱洁净无异味5.The mini fridge is well installed冰箱安放稳11111固6.In good condition,no frost/ice冰箱功能良好，无结冰/霜7.There are sufficient drinks and fast food 足够饮料及小食种类8.Price list is available 附价目清单9.The items of the bar match that of the fridge清单与配置项目相符10.The date of the production ar

48、e indicated andthey are not overdue 印有期限并无过期11.The label of the food items should faceoutside 食品标贴面向外12.Glasses are placed on coasters 杯摆设在杯垫上13.Cocktail sticks and coasters are available 备有混酒棒及杯垫14.Tissues are available 有备用餐巾纸15.Ice container and tong are available 备冰桶及钳子Sub TotalSub Total 迷你吧得分迷你吧

49、得分2.5 Overall Room Comfort2.5 Overall Room Comfort 舒适限度舒适限度11111111111515TotalTotal0A Ac ct tu ua al l1.The room has a nice ambience，temperatureand humidity is comfortable 房间环境舒适，温度、湿度适当(温度在 24-26 度，相对湿度在45%-55%)2.The room is very quiet,Noise from next roomare well insulated 房间安静,房与房隔音良好3.The insula

50、tion from the street is good 房间与街道上隔音良好4.It gives a clean and fresh feeling给人以洁净清新的感觉5.The room is tastefully furnished 装饰设计摆设具有品位氛围6.The air-condition is efficient and quiet房内空调足够及无噪音7.The switch of the air-condition is easy toadjust 空调控制容易操作11111118.The furniture is well arranged 家具摆设妥当合适9.The des

51、k and chairs are comfortable桌椅舒适合理10.The bed is comfortable 床舒适11.The pillows are of good texture andmaterial,Pillow is comfortable 枕头用料及结构良好，枕头舒适12.可提供 3 种以上不同类型枕头供客人选择13.棉织品棉纱支数是否达成 8060 以上14.The quilt is of the right thickness 棉被厚薄适中Sub TotalSub Total 舒适限度得分舒适限度得分3.Food&Beverage3.Food&Beverage 餐饮

52、餐饮3.1 Buffet Breakfast3.1 Buffet Breakfast自助早餐自助早餐11111111414TotalTotal0A Ac ct tu ua al l1.Was guest attended to in 15 seconds uponarrival?顾客到达餐厅后 15 秒以内有没有被接待？2.Does the hostess escort the guest to the seat?迎宾小姐有没有引导顾客就坐？3.When greeting,do the staff say Good Morningto the guests?员工向顾客问候时，有没有说“早上好”

53、？4.Are the staff pouring tea/coffee after the guesthas sat down?当顾客就坐后员工有没有斟茶（咖啡）？5.Are coasters being placed when drinks areserved?上饮料时放杯垫6.Are the staff cleaning the table after everyoneon the table have finished their course?员工是否在客人用完餐后及时清理桌子？7.Are the staff take away the dish plate onthetable af

54、ter everyone has finished their food?员工是否及时撤走客人用过的盘子？8.Are the staff using service tray to carry thecups and saucers?员工有没有使用托盘上茶11111111杯和调料？9.Are the staff/captain saying goodbye to thecustomers when they leave?当顾客离开时员工或领班有没有说再见？10.Are the buffet display clean,tidy and lookinggood?自助餐摆台是否干净、整洁、美观？1

55、1.There are clear display of names of fooditems 食品的名称显示清楚、统一12.There are plates that have been placed inplate warmer 自助餐盘有没有放在保温器上13.There is at least a chef standby near thebuffet counters 至少有一名厨师在自助餐现场守候14.Tables are clean and napkins well iron andfolded 桌面清洁、餐巾折叠平整15.The condiments are all replen

56、ished调料得到补充16.Are the staff attentive,ready to serve whenthe guest requires?当客人问询时，员工专心服务17.Fixtures in the restaurant is in good orderand clean 餐厅的设施整齐干净18.There is good insulation between therestaurant and the kitchen 餐厅和厨房之间隔离良好19.If the buffet food resupply on time?自助食品是否及时得到补充20.Furniture are a

57、ll in good condition andmatch that of the restaurant design 设备状况良好，符合餐厅设计氛围Sub TotalSub Total 自助早餐得分自助早餐得分3.2 Chinese Restaurant Service3.2 Chinese Restaurant Service 中餐厅中餐厅1111111111112020TotalTotal0A Ac ct tu ua al l1.The guest was greeted in less than 15 secondupon arrival at the restaurant recep

58、tion顾客到达餐厅接待处后 15 秒以内受到问候2.Was table reservation handled properly?桌11位预定是否解决得当3.Did staff ask for guest name and address thecustomer?员工能否问询客人姓名并分辨清楚4.Was seating the guest completed within oneminute?能在一分钟内引导客人就座5.Whengreeting,dothestaffsayGoodMorning,afternoon,evening to the guests?问候客人时，员工可以说早上好、下午

59、好、晚上好等。6.Are the staff pulling the chair for the guest?员工为客人拉出椅子7.After seating the guests down,does the staffplace the napkin on their lap?客人就座后，员工将餐巾放到客人膝上8.Are the guests being presented with the winelist?向客人出示酒水菜单9.Is the menu being open to the first page whenpresented to the guest?给客人提供菜单时，能否翻到

60、首页10.Is the staff knowledgeable on the menu?员工对菜单熟悉11.Was there constant eye contact with theguest during ordering 客人点单时，员工与客人目光接触12.If recommend the special course to guest?员工积极推荐特色菜肴13.Food was served within 10 minutes ofordering 点单后，第一道菜在 10 分钟以内上桌14.When food was served,staff introduced thenames

61、 食物上桌后，员工介绍菜名15.Tea was replenished constantly 保持添加茶水16.Is the tea being poured served from the righthand side in a clockwise manner?以顺时针方向从右手边倒茶17.Are the staff changing the dish plates whenthey were full?骨碟满后，员工会更换18.Is the staff clearing the table after everyonehas finished their food?客人就餐完毕以后员工会

62、及时清理桌面111111111111111119.Does the staff/captain apologize immediatelyafter a complaint is filed?客人投诉后，员工/领班能否立即道歉20.Does the staff listen to the complaint beforeacting upon it?员工能否在采用下一步行动前听取投诉？21.Are the staff using service tray to carry thedishes 员工使用托盘放食碟22.Are the staffs attentive,ready to serve

63、 whenthe guest requires?客人问询时，员工专心服务23.Wasthecheckpresentationdoneproperly?账单表述清楚24.Was the check properly tallied?账单计算准确25.Are the staff/captain saying goodbye to thecustomers when they leave?客人离开时，员工/领班有向客人道别26.The menu is clean and in good condition 菜单干净，摆放整齐27.The menu content is excellent and r

64、ichnessimformation 菜单设计精良，信息完整（如烹调方法、搭配等）28.The table cloth and napkins are in cleancondition and well ironed 桌布和餐巾干净，熨烫整齐29.The carpet is in excellent condition地毯状态很好30.The plant in the restaurant is in goodcondition 餐厅植物状态良好31.The furniture is in excellent condition家具状态良好32.There is good insulatio

65、n between therestaurant and the kitchen 餐厅和厨房隔离良好Sub TotalSub Total 中餐得分中餐得分3.3 Western Restaurant3.3 Western Restaurant 西餐厅西餐厅111111111111113232TotalTotal0A Ac ct tu ua al l1.The guest was greeted in less than 15 secondupon arrival at the restaurant reception顾客到达餐厅接待处后 15 秒以内受到问候2.Was table reserva

66、tion handled properly?桌位预定是否解决得当3.Did staff ask for guest name and address thecustomer?员工能否问询客人姓名并且分辨清楚4.Was seating the guest completed within oneminute?能在一分钟内引导客人就座5.Whengreeting,dothestaffsayGoodMorning,afternoon,evening to the guests?问候客人时，员工可以说早上好、下午好、晚上好等。6.Are the staffs pulling the chair for the guest?员工为客人拉出椅子7.After seating the guests down,does the staffplace the napkin on their lap?客人就座后，员工将餐巾放到客人膝上8.Are the guests being presented with the winelist?向客人出示酒水菜单9.Are the menus being open