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1、InterContinental Shenyang /Holiday Inn City Centre ShenyangInternal Quality Inspection Report Buffet BreakfastDate日期:MOD Name姓名：Staff Name员工姓名 :Max Service服务 Y/N是 /否 Score分数1 Staff greets at entrance within 15 sec客人到达餐厅门口 15秒之内得到员工的问候1Staff directs guest to table within 45sec ofbeing acknowledged /
2、advises of waitingperiod员工在见到客人的 45秒内指引客人来到台位，或者告之等待座位的时间，而且在此期间客人不断地得到关注1The hostess directly ask guests whileshowing them their talbe if they will have acoffee or buffet领位在引导客人就坐时直接询问客人选择单点还是自助1Guest offered drink within 3 minutes ofseating客人就座后， 3分钟之内服务员送上饮品1Staff offers to take order within 5 mi
3、nutes ofproviding menu在客人浏览菜单的五分钟之内，员工适时地询问客人是否点餐2Staff is helpful and knowledgeable aboutmenu / buffet员工熟知菜单及自助餐的产品知识，并乐于向客人介绍 .1If guest dining alone, staff offers readingmaterial, hav a friendly conversation to buildguest relations如果客人独自用餐，员工向客人提供阅读材料2Staff has a warm manner, uses eye contact& sm
4、iles员工热情饱满，用目光和微笑迎对客人1Staff has good command of English,specifically F&B conversational English员工具有良好的英语表达能力1Staff is well-groomed, name tag (if present)is clean员工仪容仪表整洁，名牌干净2 Drink brought within 3 minutes of ordering点餐后的 3分钟之内送上饮品2A La Carte item brought within 15 minutes ofordering ( within 10 mi
5、nutes if ordered frombuffet station) / within time advised by staff单点的菜品为 15分钟送上（若点自助餐菜品，则 10分钟送上），或者在员工告之的时间内送上1 Correct order(s) served送上的食品或饮料与客人选择的一致Cafe Rendezvous洲际咖啡厅or Cafe Asiana 假日咖啡厅Breakfast 早餐3b687ced1e68e1021c917ac463d27ad8.xls Page 1 of 6 Date: 2017/5/27InterContinental Shenyang /Holi
6、day Inn City Centre ShenyangInternal Quality Inspection Report Buffet Breakfast1Staff offers drink refill in good time (ifapplicable)员工适时地为客人添加饮料（如果适用）2 Plates cleared promptly 及时地清理盘子1 Used cutlery removed when plates cleared清理盘子时，拿走用过的刀叉餐具1Guest does not have to request cutlery(promptly replenishe
7、d or second setprovided) 迅速地补给客人刀叉餐具，而不是等客人索要2For walk in guest, the bill brought within 2minutes of request, we do not offer bill ifhe/she is in house guest, 帐单在非住店客人提出结帐后的 2分钟之内交给客人，住店客人不提供账单1Staff presents bill with folder & pen (in goodcondition)员工将干净完好的帐单夹和笔递给客人1 Bill is accurate 帐单正确1Staff tha
8、nks guest (with sincerity), bidfarewell. Pleasant closing service and sendto restaurant entrance 员工真挚地感谢客人的惠顾，向客人道别，从而使客人愉快地结束消费 , 送客人到餐厅门口4320Overall Service Experience整体的服务Excellent非常好Good 好Average一般Poor差1Staff enquires as to guest satisfaction (atleast once), but we always ask every timeserving t
9、he food and drinks员工每次服务时询问客人是否满意至少 1次1 Other vacated tables are promptly cleared及时清理其他空出的桌子34 TOTAL Service 总分 0% Achieved 0.0%Max General其他 Y/N是 /否 Score分数1 Table is already set on seating餐桌在客人入座时已经准备就绪1 Table(top) / linen is clean & in good condition桌布 /布草干净完好1 Cloth napkin is in good condition &
10、 clean餐巾布干净完好1 Cutlery is in good condition & clean餐具干净完好1 Chinaware is in good condition & clean陶瓷器皿干净完好1 Glassware is in good condition & clean玻璃器皿干净完好1 Salt & pepper shakers clean & full盐瓶和胡椒瓶干净、充足Breakfast 早餐3b687ced1e68e1021c917ac463d27ad8.xls Page 2 of 6 Date: 2017/5/27InterContinental Shenyan
11、g /Holiday Inn City Centre ShenyangInternal Quality Inspection Report Buffet Breakfast1Menus and any other printed material are ingood condition & clean菜单或其他印刷品完好干净1Newspaper(s) available, current & in goodcondition提供最新的报纸（干净完好）1 Temperature is comfortable 室温宜人1 Lighting level appropriate 照明适宜1 Nois
12、e level appropriate 音量适度1 Music appropriate (if applicable)背景音乐适宜（如果适用）1Plants and table decorations fresh & healthy(if applicable)植物生机勃勃、桌子上的装饰物新鲜（如果适用）21.510Furniture is comfortable, in good condition &clean 家具舒适、完好、干净Excellent非常好Good 好Average一般Poor差21.510Floor is in good condition & clean地面完好干净Ex
13、cellent非常好Good 好Average一般Poor差21.510Walls are in good condition & clean墙壁完好干净Excellent非常好Good 好Average一般Poor差21.510Ceiling is in good condition & clean天花板完好干净Excellent非常好Good 好Average一般Poor差21.510Toilet is in good condition & clean卫生间完好干净Excellent非常好Good 好Average一般Poor差24 TOTAL General 0% Achieved 0
14、.0%Max Food & Beverage食物和饮料 Y/N是 /否 Score分数1Butter is provided at table (not pre-set) andserved on teh upper location of BB plate黄油是在客人点餐后送上，而不是提前放在桌子上Breakfast 早餐3b687ced1e68e1021c917ac463d27ad8.xls Page 3 of 6 Date: 2017/5/27InterContinental Shenyang /Holiday Inn City Centre ShenyangInternal Quali
15、ty Inspection Report Buffet Breakfast1Jam selection on tabletop includes minimum3 jams / marmalade & honey, in sealed non-plastic containers (not applicable if on buffet)with 5 kindl of jam with glass containers桌子上的果酱 : 至少提供三种，其中一定要有橙皮酱和蜂蜜，而且每一种果酱都是独立包装、密封1 If teabag(s) used, only premium quality如果是
16、袋泡茶，只提供高级的袋泡茶1 Portion includes at least 2 cups of tea每一份包括两杯茶1Guest offered choice of hot / cold milk (orlemon / honey) with tea询问客人需要热牛奶还是凉牛奶，或者茶中加柠檬还是蜂蜜1Milk provided in jug (labelled according toorder if more than one guest & differenttypes requested) verbally mention to guestabout it 牛奶用壶装 （如果是两人份，而且是不同种类的牛奶，
