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五星级酒店财务部质量检查扣分细则
Detailed rules and regulations of deduction of points of quality examination of Finance
Department
1、分工不明确，职责不清，办事拖拉
2、不及时向领导提供当天营业情况及月营业状况
3、不及时对各营业部门进行盘仓
4、电话中没有使用礼貌用语
5、不按规定着装
6、白条抵库，挪用公款，情节轻微
7、各部门领用现金、支票未按规定审批手续擅自办理
8、任何物资、能源及食品采购都必须符合申购程序，未按照程序
执行的
9、对采购物品没有货比三家，没有做到价廉物美的
10、未查验所购物资的数量，未把好质量关
11、未安排好物资运输，不能保证供货时间，影响正常营业的
12、未经批准，擅自对外签订协议，情节轻微
13、制作有关帐务报表错误
14、表单传递发生错误，客人帐卡漏结，结帐错误
15、挪用或擅借营业款
16、对房租催收不及时或方法不当，引起客人逃帐、漏帐
17、交换班需提前十分钟到岗，未准时到岗
18、仓库表面卫生（门、窗、地面、桌面）与整体卫生不整洁
19、工作时间看闲书、杂志
20、仓管员钥匙随便乱放或让他人代管仓库
21、未见材料先开具入库单或未经负责人签名私自给予领用物品
22、不及时盘仓，发现帐物不相符
23、财务表单制作差错
24、收银员交款不及时，违反现金管理规定
扣2分扣2分扣2分扣1分扣1分扣5分以上扣5分扣5分
扣3分扣3分扣5分扣5分扣2分扣3分扣5分以上扣3分扣2分扣2分扣2分扣3分扣2分扣5分扣2分扣3分。
酒店评估表酒店评估表酒店名称：______________________ 评估日期：______________________ 评估人：______________________ 评估标准：1. 设施和设备（满分20分）- 客房空间舒适度（5分）- 房间大小合适- 床铺软硬适中- 空调、暖气功能良好- 客房内有足够的存储空间- 酒店公共区域（5分）- 大堂宽敞明亮- 健身房设备齐全- 游泳池清洁整洁- 餐厅装修精美- 洗浴设施（5分）- 水温和水压稳定- 淋浴房和浴缸完好无损- 洗浴用品齐全并品质好- 干净整洁的洗漱台- 其他设施（5分）- 免费Wi-Fi覆盖全酒店- 会议室设备先进- 汽车租赁服务可靠- 提供行李寄存服务2. 服务质量（满分30分）- 前台服务（10分）- 工作人员专业态度好- 办理入住和退房迅速- 提供旅游和交通信息- 整理行李和配送服务- 客房服务（10分）- 客房清洁及时- 每日更换洗浴用品和床上用品 - 解决客房问题及时- 提供额外的客房服务（如洗衣）- 餐饮服务（10分）- 餐厅服务员服务热情周到- 提供新鲜和优质的食材- 餐厅环境整洁舒适- 配餐和调酒专业水平高3. 价格合理性（满分20分）- 价格和性价比（10分）- 酒店房价合理- 提供特价和促销活动- 提供早餐和停车优惠- 付款方式和政策（10分）- 提供多种付款方式- 可以提前预订和取消预订 - 提供退款政策和保证金政策4. 酒店位置（满分15分）- 交通便利性（5分）- 鄰近公共交通站點- 提供交通导航和接送服务 - 酒店周边有停车场- 商业和旅游区域（5分）- 酒店附近有各种商店和餐厅 - 附近有旅游景点和娱乐设施 - 安全和安静的环境- 酒店周边环境（5分）- 酒店周边绿化环境好- 附近有公园和休闲设施- 周边空气清新评估结果：设施和设备得分：______服务质量得分：______价格合理性得分：______酒店位置得分：______总分：______评估意见和建议：______________________________________________________ _____________________________________________________________ ____________________。
0.0% Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD标准MEET符合BELOW不符N/A没有使用1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and the department identified?在三声或者十秒内接听电话，问候并报出部门？2 If the call was not answered in3 rings or 10 seconds, was anapology extended?假如无法在三声或者十秒内接听电话，是否会表达歉意？3 If caller is put on hold did it not exceed 30 seconds?是否将电话置于等候档不超过三十秒？4 Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?背景是否没有噪音或者其它干扰（例如：让对话难于听清楚或者心烦意乱）？5 Did employee obtain guest's name and clarify its spelling whererequired?得知客人的名字并能清楚地拼写出来？6 Did employee confirm date in and date out?是否有与客人确认入住及退房日期？7 Did the employee clarify if the guest had stayed before?如果客人以前入住过，是否可以准确地称呼客人？8 Did the employee establish the purpose of the visit (i.e. business, leisure, special occasions, etc.)?是否知道客人本次住宿的目的（例如：商务、休闲旅行、特殊庆典等）？9 Did employee immediately check availability and if the dates requested were unavailable were alternative dates offered?是否可以迅速的确认入住期间可提供房间予客人或者无法提供时可以主动提供另一日期供客人选择？10 Were a minimum of two room types/rates offered?至少提供两种房型/价格供客人选择？11 Did employee attempt to up sell to a higher room category by highlighting its benefits (i.e. size, view, amenities, etc.)?是否尝试通过房间类型的好处向客人推荐更高级别的房型（例如：大小，景色，令人舒适的程度等）？12 Did employee clearly state room rate and what it included/excluded (i.e. tax, service, meals etc)?是否清楚房价及房价所包含的内容（例如：税金，服务费，餐费等）？13 Did the employee ask for the business (i.e. 'would you like me to make a booking for you')?是否请求交易（例如：需要帮您做预订吗）？14 Did employee offer to take down the guest's address details?是否主动记录客人的地址信息？15 Did employee obtain guest's telephone number?是否询问客人的电话号码？16 Did employee obtain guest's fax number or e-mail address?是否询问客人的传真号码或者邮箱地址？17 Did employee request the caller's credit card details and were they repeated back for verification?是否要求致电者留下信用卡信息并再三重复确认？18 Did employee explain cancellation policy and if applicable, the deposit policy?是否向客人解释预订的取消制度？19 Did the employee clarify the hotel'ssmoking policy or clarify theguest's smoking preference?是否清楚酒店区域的吸烟政策或者清楚客人是否吸烟？0.0% Reservation - standards….STANDARD标准MEET符合BELOW不符N/A没有使用20 Did employee ascertain expected time of arrival and advise the check in time (in the case where the guest was an early arrival)?是否清楚客人的到达时间或者告知客人酒店的标准入住时间（以防客人需要提前入住）？21 Did the employee clarify if the guest had any personal preferences (i.e. bed preference)?是否清楚客人的个人喜好（例如：对床的喜好）？22 Did employee ascertain if the guest required any transport arrangements? 如果客人需要接送服务，是否有跟客人确定信息？23 Did the employee promote at least one other hotel facility (i.e. offer to make a dinner or spa reservation)?是否至少推荐一项酒店设施（例如：建议订餐或者预订SPA）？24 Did employee repeat and confirm all details of the reservation during or at the end of the call?在电话预订的过程中或者结束前是否有跟客人重复确认预订信息？25 Did employee offer reservation number or booking reference?是否提供预订确认号或者预订确认信？26 Did the employee offer his/her name at the end of the call for any furtherassistance required?员工是否在交谈结束前提供自己的名字给客人，以便客人有其它的需要？27 Did the employee speak in a considerate, interested andfriendly manner and refrain from using any jargon?谈吐是否体贴，有趣及友好礼貌，并避免使用一些行话？28 Did the employee demonstrate good listening skills (i.e. avoidrepetition of questions) and ask additional questions where necessary? 是否表现出好的收听技巧（例如：避免重复客人的问题）和在必要时向客人提出问题？29 Did employee use the caller's name at least once during theinteraction?是否在通话中称呼客人的名字？30 Was the employee’s speech clear and use of English adequate to be fully understood?是否使用英语时吐字清晰并恰当以被充分的了解？31 Did the call end with the employee offering a warm and enticing comment regarding the guest's forthcoming stay?是否在交谈结束前对于即将入住的客人致予真诚的问候？32 Did employee automatically offer to send a confirmation?是否主动发送预订确认信？33 Was the confirmation received within 24 hours with the hotel's/group's logo and hotel contact details present and was all information within the confirmation correct?是否在24小时之内可以接收到正确的预订确认信，包括酒店/集团的标志和酒店的联系方式，以及确认信的信息是否都是正确的？34 Did confirmation promote any other hotel facilities (i.e. restaurants, spa, airport transfers)?确认信里面是否提供其它的酒店设施（例如：餐厅，水疗，机场接送服务）？35 Did confirmation explain cancellationcharges?确认信是否解释取消预订的费用？TOTAL NUMBER OF STANDARDS 标准总数:MEET符合BELOW不符N/A没有使用35 0 0 00.0%Standards that are different from Hotel IQ, are highlighted in yellow. STANDARD标准MEET符合BELOW不符N/A没有使用1 Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?如果出现排队，客人是否很快得到帮助，是否有员工在他/她走近前台的30秒内用手或者面部表情主动打招呼？2 If a queue was present was guest offered assistance within one minute of joining it?如果有客人在排队，他们可以在站在队列的一分钟内得到帮助？3 Did complete check in take no more than 5 minutes from the time of joining the queue?从排队等候到办理入住手续的时间总共不超过5分钟？4 Was registration card prepared in advance with all of the correct information given at the time of reservation present (i.e. address)? 是否提前准备好在预订时提供的所有信息的登记卡（例如：地址）？5 If a pen was required, was a hotel branded/corporate style pen provided?如客人需要用笔，是否提供印有酒店标志的笔？6 Was the room type, special requests (i.e. bed preference) anddeparture date reconfirmed?是否重新确认房型，特殊要求（例如：床的喜好）和退房日期？7 Was guest automatically offered a smoking or non smoking room (if applicable and not ascertained during the reservation)?是否主动为客人提供吸烟或非吸烟房（有合适的而在做预订时又没有确认）？8 Did employee offer the guest an international/national newspaper (faxed variety acceptable) for the following morning if guest is staying in a Swissôtel Executive Club room? 如果客人入住行政楼层的房间，是否在入住期间的每个早上提供国际/国内的报纸（可接受的类型）给客人？9 Did employee arrange porterage assistance?是否安排行李搬运协助？10 Did employee arrange for the guest to be escorted to the room (see rooming) and if this was done by a second employee, was that employee introduced to the guest?如果安排第二位员工护送客人去房间，是否将员工介绍给客人？11 If room was not ready on arrival, was guest shown to lounge area, offered a complimentary beverage and regularly updated on the situation?如果房间还没有准备好，客人在大堂的休息区域逗留，是否提供免费的饮料和定时向客人更新情况？12 Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges?是否穿着干净的制服，完美合适的鞋子，佩戴名牌？13 Was the employee’s speech clear and use of English adequate to be fully understood?是否使用英语时吐字清晰并恰当以被充分的了解？14 Did the employees smile and display a genuinely warm, friendly and interested manner?是否微笑并展现出热情友好和礼貌？15 Did employee use the guest's name atleast once during theinteraction?是否在互动中至少一次称呼客人的名字？0.0%The employee - behavioural standardscontinued…STANDARD标准MEET符合BELOW不符N/A没有使用16 Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?是否以任何方式为客人提供个性化服务（文雅的谈吐）？17 Did the employee make eye contact and give the guest their undivided attention?目光是否与客人接触并给予一心一意的关注？18 Did employees respect guest's presence when interacting with each other?与客人的互动中是否注意其他客人的存在？19 Did the employee offer a warm and sincere farewell at the end of the interaction?在互动结束时是否热忱与真诚的与客人告别？TOTAL NUMBER OF STANDARDS 标准总数: MEET符合BELOW不符N/A没有使用19 0 0 00.0% Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD标准MEET符合BELOW不符N/A没有使用1 Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?如果出现排队，客人是否很快得到帮助，是否有员工在他/她走近前台的30秒内用手或者面部表情主动打招呼？2 If a queue was present was guest offered assistance within oneminute of joining it?如果有客人在排队，他们可以在站在队列的一分钟内得到帮助？3 Did complete check out take no more than 5 minutes from the time of joining the queue?从排队等候到办理退房手续的时间总共不超过5分钟？4 Prior to presenting the bill, did the employee verify if there wereany last minute charges and post accordingly (i.e. mini bar, breakfast)?在出账单之前，是否有询问最后一次的消费情况（例如：迷你吧，早餐）？5 Did employee print folio and present to guest for verification?是否用对开的纸张打印并出示给客人确认？6 Was bill clearly itemized in English and was it accurate and complete?账单是否用英语完整的准确的列出清单？7 If a pen was required, was a hotel branded/corporate style pen provided?如客人需要用笔，是否提供印有酒店标志的笔？8 Did employee clarify the method of payment and then complete the transaction in a quick and efficient manner?是否澄清付款方式并快速及高效的完成交易？9 Was folio presented to guest neatly in a billfold/envelope?是否将对开的纸张整齐的装进皮夹/信封递给客人？10 Did employee offer assistance with luggage?是否协助搬运行李？11 Did employee offer assistance with onward transport or reconfirmany prearranged transport?是否对交通方式提供协助或者重新确认已预订的交通服务？12 Did employee ask at any point if guest had enjoyed their stay?如果客人入住非常愉快，是否有询问客人可以打几分？13 Did the employee offer an invitation to return?是否邀请客人再次光临酒店？14 Did employee clarify if the guest was returning to the room andensure that the key card remained operational (if applicable)?是否使客人明白如果重新返回房间门卡还可以使用（适用的话）？15 Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges?是否穿着干净的制服，完美合适的鞋子，佩戴名牌？16 Was the employee’s speech clear and use of English adequate to be fully understood?是否使用英语时吐字清晰并恰当以被充分的了解？17 Did the employees smile and display agenuinely warm, friendly and interestedmanner?是否微笑并展现出热情友好和礼貌？0.0%The employee - behavioural standardscontinued…STANDARD标准MEET符合BELOW不符N/A没有使用18 Did employee use the guest's name at least once during theinteraction?是否在互动中至少一次称呼客人的名字？19 Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?是否以任何方式为客人提供个性化服务（文雅的谈吐）？20 Did the employee make eye contact and give the guest their undivided attention? 目光是否与客人接触并给予一心一意的关注？21 Did employees respect guest's presence when interacting with each other?与客人的互动中是否注意其他客人的存在？22 Did the employee offer a warm and sincere farewell at the end of the interaction?在互动结束时是否热忱与真诚的与客人告别？TOTAL NUMBER OF STANDARDS 标准总数: MEET符合BELOW不符N/A没有使用22 0 0 00.0% Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD标准MEET符合BELOW不符N/A没有使用1 Did an employee escort the guest to his/her room?是否有员工护送客人回到他/她的房间吗？2 Did the employee engage in polite, unobtrusive conversation with the guest? 员工是否与客人有礼谦虚地对话？3 Was the employee’s speech clear and use of English adequate to be fully understood?员工能清楚运用并充分理解英语吗？4 Did the employee ascertain if it was the guest's first visit to the hotel and if it was were the locations of the restaurants, bars and health spa/fitness facilities pointed out (should be offered as opposed to automatic for returning guests)?员工能弄清客人是否首次入住，是否知道餐厅，酒巴，健身中心的位置(是否应该提供不同于常客的服务）？5 Was the key card operation explained (where required)?能说明房卡的使用（哪里需要）？6 Once at the room did the employee offer the option of a room orientation?员工能提供给客人房间方向的选择吗？7 Did the employee point out heating/air-conditioning controls? 员工能指出暖气/空调的开关控制吗？8 Did employee explain any complex technical aspects of the room (i.e. electric curtains, audiovisual equipment, shower controls, etc.)员工能解释房间所有复杂的技术方面的问题（例如：电子窗帘、音像设备、淋浴开关等）9 Did employee advise how the internet could be accessed in the room (i.e. via Wi-Fi or cable) and who to contact for technical assistance?员工能告知应如何在房间连通因特网（例如：无线路由器或有线网络）和出现技术问题时应联系谁？10 Did employee point out location of in room bar (if not in a prominent position) and mention any complimentary offerings (if applicable)? 员工能指出房间具体11 Did employee mention the valet/laundry services?员工能说出洗衣服务吗？12 Did employee point out any master switches for lighting (if applicable)?员工能指出任何电灯的主要的开关（如果可以的话）？13 Did employee point out location of hairdryer (if necessary)?员工能指出风筒的位置（如果有需要的话）？14 Did employee point out directory/room service menu?员工能指出黄页/送餐服务菜单吗？15 Did employee point out in room safe? 员工能指出房间里的保险箱吗？16 Did the employee offer any additional servicebefore departing(i.e. pressing, coffee/tea, etc.) and offerhis/her name and/or a contact number?员工对即将离店的客人能提供额外的服务（例如：净烫，咖啡/茶等）和提供他/她的名字或电话号码？TOTAL NUMBER OF STANDARDS 标准总数:MEET符合BELOW不符N/A没有使用16 0 0 00.0%Standards that are different from Hotel IQ, are highlighted in yellow. STANDARD标准MEET符合BELOW不符N/A没有使用1 Was a porter/doorman present on arrival and if he was busy did he positively acknowledge guest with hand or facial gesture?门童迎接到店客人时，如果他在忙，他是否用手势或面部表情明确地告知客人？2 Did employee offer assistance opening car doors on arrival?员工是否主动帮助到店客人打开车门？3 Did the employee welcome the guest to the hotel using the hotelname?4 Did employee offer assistance with luggage and confirm the number of pieces?员工是否主动帮助客人搬运行李并确认其数量？5 Did employee open hotel entrance door for guest (unless automated or revolving door)?客人进入酒店入口时，员工是否为客人开门（自动门或旋转门除外）？6 If arrival by car, did employee offer to valet the car, give instructions on how to call for the car and provide a car collection ticket?如果客人开车到达酒店，员工是否主动伺候客人停车，告知客人如何取车并提供停车票？7 Did an employee escort the guest to reception and introduce him/her by name to the receptionist or use technology (i.e. mike/headpiece) to pass on guest's name?员工是否陪同客人到前台并介绍他/她的名字给前台接待员或者使用设备（即话筒/双耳式耳机）通知前台接待员客人的名字？8 If not, did the employee provide a luggage ticket, explain the luggage handling procedure and offer directions to the reception desk?如果没有，员工是否提供行李票，解释行李操作程序及提供前台的方向位置给客人吗？9 Did the employee manage the flow of traffic at the entrance to the hotel so that it was fluent and unobstructed (i.e. not restricted by over parking)? 员工是否控制酒店入口处的车流量使其畅通无阻（换而言之，无车辆停放限制）？10 Did the porter arrive at the guest's room within 10 minutes of check in with the correct luggage?门童是否在客人登记入住的十分钟内运送正确的行李到客人房间？11 Did the employee knock on the door/ring the doorbell and if required wait ten seconds, and then knock on the door/ring the doorbell again before entering the room?是否员工敲门/按门铃必须等待10秒，然后在进入客房前再一次敲门/按门铃？12 Did the employee place the luggage on to the luggage rack/bench in the correct position (i.e. zipper facing the guest) and if a rack was not available did the employee offer to get one?员工是否在正确的位置放置行李在行李架/长椅上（即在客人面前扣上拉链）如果行李架不可用，员工是否主动提供？13 Did employee offer to hang the suit carrier/coat? 员工是否主动悬挂西装外套/上衣？14 In the case where the guest had to wait for his room, was the luggage placed into the room prior to his/her arrival?假如客人一定要在他的房间等侯行李，那么行李是在客人到达之前放到房间吗？15 Was the luggage service organized andprofessional?行李服务是否专业有条理？0.0% STANDARD标准MEET符合BELOW不符N/A没有使用16 Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing the Swissôtel doorman uniform with shoe buckles, bow tie and name badges?员工的制服是否呈现出干净整洁，皮鞋光亮? 如果适用，可穿着瑞士酒店门童制服并佩戴鞋扣，蝶形领结以及名徽?17 Was the employee’s speech clear and use of English adequate to be fully understood?员工的言谈是否清晰并且英语的使用充分能让人完全理解？18 Did the employees smile and display a genuinely warm, friendly and interested manner?员工是否面带微笑并显露出真诚热情，友好及关注的态度？19 Did employee use the guest's name at least once during theluggage delivery process?在行李交付过程中，员工是否至少一次称呼客人姓名？20 Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?员工是否以任何方式促进个性化的互动（即参加礼貌性的交谈）及以单独的形式参与客人的交谈？21 Did the employee make eye contact and give the guest their undivided attention?员工是否与客人做眼神交流并给予他们全心的关注？22 Did employees respect guest's presence when interacting with each other?员工是否尊重客人的存在，并相互交流？TOTAL NUMBER OF STANDARDS 标准总数: MEET符合BELOW不符N/A没有使用22 0 0 00.0%Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD标准MEET符合BELOW不符N/A没有使用1 Was the telephone answered within 3 rings or 10 seconds with anappropriate greeting and the department identified?是否电话铃响3声/10秒之内接听电话且致以恰当的问候并报所属部门？2 If the call was not answered in3 rings or 10 seconds, was anapology extended?如果电话没有在铃响3声/10秒之内接听，是否为其道歉？3 Did employee confirm number of luggage pieces to be collected?员工是否确认所搬运的行李的件数？4 Was luggage collected from room within 10 minutes of telephone request?是否在客人电话要求的10分钟内到房间搬运行李？5 If there is a delay in luggage collection was guest informed of the delay and estimated new collection time?是否存在客人延迟通知以至行李搬运延误的情况，然后判断新的搬运时间？6 Did the employee knock on the door/ring the doorbell and if required wait ten seconds, and then knock on the door/ring the doorbell again before entering the room?是否员工敲门/按门铃必须等待10秒，然后在进入客房前再一次敲门/按门铃？7 Did the employee offer to retrieve the guest's car or arrangeonward transportation?员工是否协助寻找客人的车或者安排交通工具？8 Did employee confirm the number of pieces to be collected and in the case of the luggage being stored was a luggage collection ticket offered at the point of collection?员工是否在协助搬运之前确认搬运的件数以及就行李的存储提供行李搬运票？9 Did the employee offer any additional service before departing?在出发之前员工是否提供任何额外的服务？10 Was the luggage service organized and professional?行李服务是否专业有条理？11 Did the employee pack the guest's luggage into the transport and confirm the number of luggage pieces at the point of departure?是否员工把客人的行李装上运输工具并在出发前确认行李的件数？12 Did the employee offer car door assistance? 员工是否提供开车门的协助？13 Did employee thank the guest and extend an invitation to return?员工是否感谢客人并邀请他下次再来？14 Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing the Swissôtel doorman uniform with shoe buckles, bow tie and name badges?员工的制服是否呈现出干净整洁，皮鞋光亮? 如果适用，可穿着瑞士酒店门童制服并佩戴鞋扣，蝶形领结以及名徽?15 Was the employee’s speech clear and use of English adequate to be fully understood?员工的言谈是否清晰并且英语的使用充分能让人完全理解？16 Did the employees smile and display a genuinelywarm, friendly and interested manner?员工是否面带微笑并显露出真诚热情，友好及关注的态度？0.0%The employee - behavioural standards continued…STANDARD标准MEET符合BELOW不符N/A没有使用17 Did employee use the guest's name at least once during eachinteraction?员工是否在互动过程中至少一次称呼客人的姓名？18 Did an employee personalize the interaction in any way (i.e.engage in polite conversation) and engage the guests as individuals?员工是否以任何方式促进个性化的互动（即参加礼貌性的交谈）及以单独的形式参与客人的交谈？19 Did the employee make eye contact and give the guest their undivided attention?员工是否与客人做眼神交流并给予他们全心的关注？20 Did employees respect guest's presence when interacting with each other?员工是否尊重客人的存在，并相互交流？TOTAL NUMBER OF STANDARDS 标准总数: MEET符合BELOW不符N/A没有使用20 0 0 00.0%Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD标准MEET符合BELOW不符N/A没有使用1 Was a Clefs d'Or concierge employee visible during the stay (cityhotels only)?在入住期间是否可见到金钥匙礼宾员？（仅指城市酒店）2 Was the telephone answered within3 rings or 10 seconds with anappropriate greeting and the department identified?是否电话铃响3声/10秒之内接听电话且致以恰当的问候并报所属部门？3 If the call was not answered in 3 rings or 10 seconds, was anapology extended?如果电话没有在铃响3声/10秒之内接听，是否为其道歉？4 Was the background free of any noise or disturbances (i.e.makes the conversation difficult to hear or causes a distraction)?是否空间背景无任何杂音或干扰（即进行对话时听说困难或者使人分心）？5 Was guest not left holding for more than 30 seconds on the telephone?是否让客人在电话中处于等候状态超过30秒？6 Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?是否立即给客人提供协助即如果队列中的他/她积极地以手势或面部表情示意将在30秒内将走进前台？7 If a queue was present was guest offered assistance within one minute of joining it? 是否在客人加入队列的一分钟内提供援助？8 Was the employee able to offer a good range of restaurant recommendations (minimum of 2), based on the type of food required?员工是否能够提供一系列良好的餐厅推荐（最少两家），根据所需食物的类型？9 Did the employee automatically offer to make any restaurant reservations on the guest's behalf and offer directions where required?员工是否为客人着想而主动提供任何餐厅的预定以及所要求的指示说明？1 0 Was the employee knowledgeable regarding nearby places of interest (i.e. theatre, tourist sights, sporting activities, shopping)?员工是否对附件的景点了如指掌（即剧院，旅游胜地，健身房，商场）？1 1 Was employee able to assist with onward travel arrangements (i.e. flights, taxi, boat)?员工是否能够协助客人做出行工具的安排（即飞机，出租车，船）？1 2 Did concierge desk have an up to date supply of brochures?礼宾台是否有最新的宣传册的供应？1 3 Did the employee offer accurate directions with a complimentary map of surrounding area?员工是否提供准确的周边地区的免费地图？1 4 Were all messages/faxes/requested items delivered within 15 minutes?是否所有的电子信息/传真/所要求的项目在15分钟内递交？1 5 Was all written information clear, legible and presented on hotel paper?是否酒店文件所呈现的的所有书面信息都清晰，易懂？1 6 Did employee offer complete and thorough solutions to all requests put forward and offer their name for any further assistance required?员工是否对所有要求都提供全面而周到的解答并提供他们的姓名以便要求任何进一步的协助？1 7 Did the employee ask questions to fullyunderstand the guest's needs and respondwith accurate information?员工是否为了完全明白客人的需求而提问并回答准确的信息？0.0% STANDARD标准MEET符合BELOW不符N/A没有使用1 8 Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges?员工的制服是否呈现出干净整洁，皮鞋光亮? 如果适用，可穿着瑞士酒店门童制服并佩戴鞋扣，蝶形领结以及名徽?1 9 Was the employee’s speech clear and use of English adequate to be fully understood?员工的言谈是否清晰并且英语的使用充分能让人完全理解？2 0 Did the employees smile and display a genuinely warm, friendly and interested manner?员工是否面带微笑并显露出真诚热情，友好及关注的态度？2 1 Did the employees use the guest's name at least once during theinteractions (where possible)?员工是否在互动过程中至少一次称呼客人的姓名（可能发生的地点）？2 2 Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?员工是否以任何方式促进个性化的互动（即参加礼貌性的交谈）及以单独的形式参与客人的交谈？2 3 Did the employee make eye contact and give the guest theirundivided attention during all interactions? 员工是否与客人做眼神交流并给予他们全心的关注？2 4 Did employees respect guest's presence when interacting with each other?员工是否尊重客人的存在，并相互交流？TOTAL NUMBER OF STANDARDS 标准总数: MEET符合BELOW不符N/A没有使用24 0 0 00.0% Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD标准MEET符合BELOW不符N/A没有使用1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and the department identified?是否在三声响内接听电话，同时在10秒内适当的问候和表明部门？2 If the call was not answered in3 rings or 10 seconds, was anapology extended?如果在三声内或十秒内没有接听电话，是否有向对方道歉？3 Was the background free of any noise or disturbances (i.e.makes the conversation difficult to hear or causes a distraction)?电话是否通话清晰和无杂音干扰（例如通话时难以听清或者受到干扰)?4 Did employee confirm the caller's request by repeating back key details (room/time) to ensure correct understanding?员工是否有通过重复重点（房间/时间）来确认，确保理解正确？5 Did the employee offer any additional service before finishing the call (i.e. second call, coffee in the morning or just any additional service)?员工是否在结束电话前有提供任何额外服务（例如再次回拨、早晨咖啡或者任何其他额外的服务）？6 Was the wake up call personalised (i.e. not recorded)?叫醒电话是否个人化的（例如：不作记录）？7 Was wake up call received within 5 minutes of requested time?叫醒电话在要求的时间里5分钟内接通？8 When delivering the wake up call did employee use the appropriate greeting?当员工接通叫醒电话后有适当地问候吗？9 When delivering the wake up call did the employee announce time of day? 当员工接通叫醒电话后是否有告知当日的时间？1 0 Did the employee speak in a considerate, interested andfriendly manner and refrain from using any jargon?员工是否以体贴，友好和感性趣的态度说话以及避免使用不良言词。
Tourism Hotel StandardThe world is various, for the hotel quite outward push and convenience for passengers choose hotels, governments or tourism organizations, according to the hotel luxurious degree, facilities level, service scope and service quality condition, the hotel is divided into different levels, and symbols (star, Diamond, plum, etc.), digital (1, 2, 3), letter (A, B and C etc.) and text description (luxury, comfort, modern, etc) to distinguish.At present, on international division hotel level did not have a formal uniform standard, but some standard is the accepted, such as cleaning, facilities level, furniture quality and maintenance, service and luxurious degree. Countries and areas of the hotel in division level has its standard. For example, Taiwan china ,division hotel level by the number of plum blossoms ,four and five plum blossoms for international tourism hotels, three plum flower for travel and hotels; Swiss hotel association adopts five-star level system, American automobile association uses the grade system of five diamond, the system divided hotels into good, fine, excellent and prominent ranks; Austrian adopt "Al, A, B, C, D" in order to distinguish the different levels of hotel.The People's Republic of China tourism hotel standard 《The tourist hotel of partition and assess》sets stars divide into five levels, with the number of stars and color shows tourist hotel's level,namely ,One-star,two-star,three-star,four-star,five-star(includin g platinum five-star).One-star: basically reasonable layout, equipment is basically reasonable complete, can provide the accommodation, and other basic services, all sorts of indication and service with at least violation in both Chinese and English ;To provide services in mandarin, Facilities maintenance is good, achieve neat, health and effective.Two-star: basically reasonable layout, equipment basically complete, can provide accommodation and other basic service and some comprehensive service, Various instructions with tags and service at least in both Chinese and English , equipment maintenance, good health, environment, safety meets relevant regulations; can provide English services.Three-star: hotel rational layout, appearance has certain characteristics; instructions with tags clearly. With an air conditioner facilities, regional well ventilated, temperature,and humiditysuitable; With the adaptation of the computer management system adapt this star; Each management system is perfect, all the guest services regional can provide services in English and mandarin; Featured service projects ,in the evaluation standard listed in the choice to have at least ten of the project.Three-star: hotel rational layout, appearance has certain characteristics; instructions with tags clearly. With an air conditioner facilities, regional well ventilated, temperature,and humidity suitable; With the adaptation of the computer management system adapt this star; Each management system is perfect, all the guest services regional can provide services in English and mandarin; Featured service projects ,in the evaluation standard listed in the choice to have at least ten of the project.Four-star: the hotel layout and function division is reasonable, Decoration uses high-grade materials inside and outside, exquisite craft, unique style;Have the public acoustic retransmission system, background music repertoire the suitable volume ,and the sound quality is good; Facilities is convenient and safety to use , maintenance is good, noiseless and achieve neat, health and effective; Can provide services in English and mandarin, when necessary, can provide services by second foreign ;featuredservice projects, in the evaluation standard listed in the select project have at least 26 items.Five-star: hotel layout and function division reasonable, Inside and outside decoration USES high-grade materials, exquisite craft, unique style; Instructions with tags clear, practical, beautiful; Facilities is convenient to use and safety, maintenance is good, noiseless and achieve complete, tidy and effective; Can provide services in English and mandarin, when necessary, can provide services by second foreign ;In the evaluation standard listed choice must have at least 33 items .Platinum five-star: Has the qualification of five-star hotel in the city more than 2 year, the geographical position is in central business zone or busy district, the transportation is extremely convenient; The theme of bright architectural is bright, unique surface, which are good for the traveling destination; Internal function layout and decorate adornment can combine with local history, culture, natural environment, proper performance and foil atmosphere; The main body except its gorgeous porch and outside the entrance, has extremely luxurious atmosphere , all kinds of facilities with high quality; The hotel main area has temperature and humidity automatic control system, have position reasonable, the function isall ready, elegant, decorate luxuriant executive floor and special service areas for administration floor, provide 24 hours housekeeper type service, In the evaluation standard listed in the select project have at least 37 items, and possess five items in project provisions.。
