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1、Please place a tick in the appropriate answer to the following questions:请仔细阅读下列问题，然后在您认为恰当的答案下划勾。Guestroom: 客房A. Room comfort 客房的舒适程度While in your residence, what do you think of the service? Yes No N/A Comment在您居住期间,是否 是 否 不适用 评语1.Did you find your room:您觉得房间:a. Ready 设施完好 ? ( ) ( ) ( )b. Clean 洁净
2、? ( ) ( ) ( )2.Was the bathroom properly cleaned? ( ) ( ) ( )浴室是否干净?3.Was there sufficient supply of towels? ( ) ( ) ( )毛巾是否提供充足?4.Was there sufficient supply for amenities? ( ) ( ) ( )客用品是否提供充足?5.Is the room comfortable? 房间是否舒适?a. Pillow comfort 枕头舒适? ( ) ( ) ( )b. Mattress comfort 床垫舒适? ( ) ( ) (
3、)7.Was room lighting adequate?灯光照明是否适度?a. Bedroom 寝室? ( ) ( ) ( )b. Bathroom 浴室? ( ) ( ) ( )8.Was furniture adequate for relaxation? ( ) ( ) ( )家俱是否令您感到舒适?Please place a tick in the appropriate answer to the following questions:请仔细阅读下列问题，然后在您认为恰当的答案下划勾。B. Condition of Facilities 设施条件 Were the follow
4、ing room facilities in good working order? Yes No N/A Comment以下房间设施是否好用? 是 否 不适用 评语- Door Locks 门锁 ( ) ( ) ( )- Do Not Disturb / Make up Sign 请勿打扰/请即打扫指示灯 ( ) ( ) ( )- Room Air-conditioning 房间空调 ( ) ( ) ( )- Telephone 电话 ( ) ( ) ( )- TV Reception 电视接收 ( ) ( ) ( )- Light Bulbs 灯炮 ( ) ( ) ( )- Drapes
5、/ Curtains 帷幔及窗帘 ( ) ( ) ( )- Bedside Control Panel 床头控制板 ( ) ( ) ( )- Electronic Safe 保险柜 ( ) ( ) ( )- Coffee / Tea maker 咖啡/茶水壶 ( ) ( ) ( )- Shower 淋浴系统 ( ) ( ) ( )- Sink Drain 地漏 ( ) ( ) ( )- Water Temperature 水温 ( ) ( ) ( )- Water Pressure 水压 ( ) ( ) ( )- Hair Dryer 吹风机 ( ) ( ) ( )- Water Closet
6、 抽水马桶 ( ) ( ) ( )Please place a tick in the appropriate answer to the following questions:请仔细阅读下列问题，然后在您认为恰当的答案下划勾。C. Room Attendant 客房服务员1.Did the Room attendant 服务员表现 Yes No N/A Comment 是 否 不适用 评语Press the doorbell properly? (only 3 rings) ( ) ( ) ( )按门铃方法是否正确(只响三声)?Greet you? ( ) ( ) ( )有无问候?Intr
7、oduce himself / herself? ( ) ( ) ( )有无自我介绍?Smile? ( ) ( ) ( )有无微笑?Establish eye contact? ( ) ( ) ( )有无目光接触?Look presentable? ( ) ( ) ( )仪容仪表有否问题?Use appropriate language in communication with you? ( ) ( ) ( )与您沟通的语言是否恰当?Attend to all you request promptly, in a polite,friendly & professional manner?
8、( ) ( ) ( )对你所提出的要求,房务员是否给予快捷,友好,专业化的服务?Wish you a pleasant stay? ( ) ( ) ( )有否祝愿客人住店愉快?2.Was the bed properly turned down? ( ) ( ) ( )开床是否正确?3.Was mini-bar checked, consumption and ice-bucket ( ) ( ) ( )refilled?小酒吧是否已检查?帐单是否已填?冰桶是否已填充?4.Was the Room Attendant available when needed? ( ) ( ) ( )服务员是
9、否能在您需要帮助时及时赶到?Please place a tick in the appropriate answer to the following questions:请仔细阅读下列问题，然后在您认为恰当的答案下划勾。D. Front Desk Agent 前厅接待服务员1.Did the Front Desk Agent 服务员表现 Yes No N/A Comment 是 否 不适用 评语The Speed of Check in/Check out ( ) ( ) ( )办理入住/退房速度?Greet you? ( ) ( ) ( )有无问候?Introduce himself / herself? ( ) ( ) ( )有无自我介绍?Smile? ( ) ( ) ( )有无微笑?Establish eye contact? ( ) ( ) ( )有无目光接触?Has call guest by Name at least 3 times during the procedure?
