国际五星级酒店暗访质量调查评分标准.docx

编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：RESERVATIONS预定TOTALSCORE0.0%DATEANDTIME日期和时间:总分StandardsthataredifferentfromHotelIQ,arehighlightedinyellow.STANDARD标准MEET符合BELOW不符N/A没有使用RESERVATION-STANDARDS预定-标准:1Wasthetelephoneansweredwithin3ringsor10secondswithanappropriategreetingandthedepartmentidentified?在三声或者十秒内接听电话，问候并报出部门？2Ifthecallwasnotansweredin3ringsor10seconds,wasanapologyextended?假如无法在三声或者十秒内接听电话，是否会表达歉意？3Ifcallerisputonholddiditnotexceed30seconds?是否将电话置于等候档不超过三十秒？4Wasthebackgroundfreeofanynoiseordisturbances(i.e.makestheconversationdifficulttohearorcausesadistraction)?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）？5Didemployeeobtainguest'snameandclarifyitsspellingwhererequired?得知客人的名字并能清楚地拼写出来？6Didemployeeconfirmdateinanddateout?是否有与客人确认入住及退房日期？7Didtheemployeeclarifyiftheguesthadstayedbefore?如果客人以前入住过，是否可以准确地称呼客人？8Didtheemployeeestablishthepurposeofthevisit(i.e.business,leisure,specialoccasions,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）？9Didemployeeimmediatelycheckavailabilityandifthedatesrequestedwereunavailablewerealternativedatesoffered?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？10Wereaminimumoftworoomtypes/ratesoffered?至少提供两种房型/价格供客人选择？11Didemployeeattempttoupselltoahigherroomcategorybyhighlightingitsbenefits(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）？12Didemployeeclearlystateroomrateandwhatitincluded/excluded(i.e.tax,service,mealsetc)?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）？13Didtheemployeeaskforthebusiness(i.e.'wouldyoulikemetomakeabookingforyou')?是否请求交易（例如：需要帮您做预订吗）？14Didemployeeoffertotakedowntheguest'saddressdetails?是否主动记录客人的地址信息？15Didemployeeobtainguest'stelephonenumber?是否询问客人的电话号码？16Didemployeeobtainguest'sfaxnumberore-mailaddress?是否询问客人的传真号码或者邮箱地址？17Didemployeerequestthecaller'screditcarddetailsandweretheyrepeatedbackforverification?是否要求致电者留下信用卡信息并再三重复确认？18Didemployeeexplaincancellationpolicyandifapplicable,thedepositpolicy?是否向客人解释预订的取消制度？19Didtheemployeeclarifythehotel'ssmokingpolicyorclarifytheguest'ssmokingpreference?是否清楚酒店区域的吸烟政策或者清楚客人是