1 酒店品质检查细则评分表1、评分表标准得分总计500 分，酒店硬件缺项部分可在计算得分率时在分母中去掉该项分值2、五星级酒店最低得分率90%，四星级酒店最低得分率85%，三星级酒店最低得分率为 75%3、得分率=实际得分/标准得分 100%检查项目Check List 标准得分Tatol 实际得分Actual%1.Front Office 前厅1.1 Operator 总机7 0 1.2 Reservation 预订部12 0 1.3 Station Counter/Arrival 接机服务14 0 1.4 Check-in 接待部17 0 1.5 Morning Call 叫醒服务6 0 1.6 Information 问询处10 0 1.7 Concierge 礼宾部12 0 1.8 Checking Out 收银11 0 1.9 Overall Impression of Front Office 整体印象33 0 前台得分Front Office Sub Tatol 12202.Rooms 客房2.1 Room Evaluation 客房评估38 0 2.2 Room Make Up and Turn Down Service 房间收拾与开夜床19 0 2.3 Laundry 洗衣17 0 2.4 Mini Bar 迷你吧15 0 2.5 Overall Room Comfort 舒适程度14 0 客房得分Rooms Sub Tatol10303.Food&Beverage 餐饮3.1 Buffet Breakfast 自助早餐20 0 3.2 Chinese Restaurant Service 中餐厅32 0 3.3 Western Restaurant 西餐厅37 0 3.4 Bar/Coffee shop/Lobby Bar 咖啡厅/酒吧23 0 3.5 Room Service 送餐服务29 0 3.6 Overall Comfort in Dining Areas 整体餐厅舒适程度24 0 餐饮得分Food&Beverage Sub Tatol16504.Other services 其它4.1 Recreation Fitness Center 康乐设施32 0 4.2 Business Center 商务中心8 0 4.3 Retail Outlets 商店9 0 4.4 Souvenir Shop 纪念品商店9 0 4.5 Engineering&Maintenance 工程/维修11 0 其它得分Other Services Sub Tatol6905.Facilities for safety&the handicap 安全设施5.1 Facilities for Safety 安全设施11 0 名师资料总结-精品资料欢迎下载-名师精心整理-第 1 页，共 26 页 -2 5.2 Handicap People and Child-care Service 儿童/伤残人士设施8 0 安全设施得分Safty&Handicap Sub Tatol1906.Overall Impression of Hotel 整体印象6.1 Hotel Outdoor Area 酒店户外地区6 0 6.2 Corridors 走廊7 0 6.4 Public Restrooms 公共洗手间9 0 整体印象得分Overall Impression Sub Tatol220酒店总得分Hotel Grand Tatol500001.Front Office 前台1.1 Operator 总机标准得分Tatol 实际得分Actual 1.It was answered within 3 rings.三响内接听1 2.Did the operator greet the guest and stated the name of the hotel?接线生有道出酒店名称和向客人致意1 3.Does the operators speak with a friendly tone?接线生声调亲切1 4.Was the command of English good?英语掌握得好1 5.Was the call transferred promptly?转接速度1 6.It was free of background noise.里无杂音1 7.Did the operator thanks for guests call?接线生有否向客人致谢1 Sub Total 总机得分701.2 Reservation 预订部TotalActual1.The call was picked up wihin 3 rings.三响内接听1 2.Answered professionally and stated the hotel name 员工应答专业并道出酒店名称1 3.The call was free from background noise 里无杂音1 4.The date of arrival and departure were confirmed 确认入住及离店日期1 5.Did the reservation staff explain patiently&clearly?耐心清楚地解释1 6.Did confirm the guest name s spelling and contact method 确认客人姓名及联系方式1 7.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1 8.Did the reservation staff upsell?员工是否向1 名师资料总结-精品资料欢迎下载-名师精心整理-第 2 页，共 26 页 -3 上销售9.How was reservation staff s English?员工英语水平1 10.Was the guest addressed by name?是否称呼客人姓名1 11.Did the staff repeat the detail of the reservation 是否确认订房的内容1 12.Did the reservation staff thanks for guests call?接线生有否向客人致谢1 Sub Total 预订部得分120 1.3 Station Counter/Arrival 接机服务TotalActual1.Staff looked professional 员工表现专业1 2.Welcome guest at first instance with eye contact (y/n)欢迎客人时是否目光接触1 3.Guest arrival well handled 及时、顺利地接到客人1 4.Was help given for luggage etc?帮忙客人拿行李及其他物件1 5.Help the guest to open car door 帮忙客人开车门1 6.Request guest whether he likes to have music/volume suitability 询问客人音量合适1 7.Courteous conversation,not asking private questions 合适的对话，不问私人问题1 8.Careful driving 驾驶技巧1 9.The seat belt was easy to use 安全带易于使用1 10.Inform guest regarding approximate time to take to reach the hotel 提供预估抵店时间1 11.Open door for guest and take care of guests luggage 帮客人开门并照顾行李1 12.Suitable temperature in the limousine 汽车内温度舒适、整洁1 13.The boot is clear of the driver s personal belongings 汽车行李箱内无杂物1 14.Did the driver thank the guest?司机是否向客人道谢1 Sub Total 行李部得分140 1.4 Check-in 前台接待TotalActual1.Doorman and bellboy awaiting guests 门童及行李员就位等候1 2.Greeting guest warmly 热情问候客人1 3.Helping guest with the luggage 帮客人提行李1 4.Open the door and lead the guest into the lobby 为客人开门，引客人进门1 5.Hotel entrance is clean and no obstruction 酒店入口清洁无杂物1 6.Guest was served within 30 second upon arriving the reception counter 客人抵达接待台1 名师资料总结-精品资料欢迎下载-名师精心整理-第 3 页，共 26 页 -4 30 秒内被接待7.Are the receptionist smiling at times when serving the guests?员工微笑着接待客人1 8.Do they have eye contacts when talking to guest?和客人会话时保持目光接触1 9.Do the receptionist address the guest name at least once?在会话中,员工至少有一次称呼客人姓名1 10.Do the staff confirm the reservation information?是否确认订房信息1 11.Check in took less than 5 minutes and luggage was delivered to room 在 5 分钟内办完入住手续，行李被送上房间1 12.Did the staff thank the guest for choosed hotels and wish guest had a nice stay?员工有无感谢客人下榻酒店并祝客人入住愉快？1 13.Knocking on door lightly when luggage was brought to the room 行李生送行李到房间时轻轻敲门1 14.Upon entry to room,greeted guest courteously 进房间时，礼貌待客与问候1 15.During conversation,the guest s name was addressed at least once 对话中起码尊称客人姓名一次1 16.Luggage was placed on the luggage rack 行李安放行李架上1 17.Thanking the guest 感谢客人1 Sub Total 接待部得分170 1.5 Wake-up Call 叫醒服务TotalActual1.Phone was picked up after 3 rings 三响内接听1 2.Staff greet guest,and inform the guest who he is speaking to 员工向客人致意并报岗位名称1 3.During conversation,the user name was mentioned at least once 在会话中,员工至少有一次称呼客人姓名1 4.Repe。