房务部模拟运作计划.doc

1、1房务部模拟运作计划ROOM DIVISION FO2GUEST PROFILE客人档案NAME _(Underline Surname)姓名（姓氏写在下划横线）COMPANY _公司DEPARTMENT _部门POSITION _职位HOME/COMPANY ADDRESS _家庭/公司地址_TELEPHONE NO _联系电话FAX NO _传真号码PASSPORT / ID NO _护照/身份证号码PLACE OF ISSUE _发证地DATE OF ISSUE _发证日期NATIONALITY _国籍3房务部模拟运作计划Simulation Evaluation Questionnai

2、re情景模拟评估调查表Please answer the following questions by putting a tick ( ) in the appropriate bracket.(N/A: Not applicable)请回答以下的问题，并在适当的括号内打“。RESERVATION STAGE STAGE 1预订-情景 1Did the Reservations staff.预订部服务员有没有做到YES NO是 否1. Answer the telephone within 3 rings? ( ) ( )在 3 声铃声内接听电话？2. Handle the call cou

3、rteously? ( ) ( )彬彬有礼地接听您的电话？3. Speak in a pleasant and well-modulated voice? ( ) ( )声音愉悦，音量适中？4. Use the callers name during the conversation? ( ) ( )在通话当中称呼您的姓名？5. Handle the reservation request efficiently? ( ) ( )很有效率地处理你的预订要求？6. Confirm booking details? ( ) ( )确认每个预订细节？7. Request contact detail

4、s of caller? ( ) ( )询问您的具体联系方式？8. Thank you for your booking? ( ) ( )感谢您的预订？HOW WOULD YOU RATE THE SERVICE OF THE RESERVATIONS DEPARTMENT?您对预订部门的服务如何评价？( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差Suggestions for improvement:改进建议4房务部模拟运作计划CHECK-IN STAGE STAGE 2登记入住- 情景 2A. Entrance Services: 大堂门口

5、服务Did the Baggage Assistant YES NO礼宾部服务员有没有做到 是 否1. Smile and establish eye contact? ( ) ( )保持微笑并与您有目光接触?2. Greet you appropriately (Good Morning/Afternoon ( ) ( )/Evening)?适当的问候(早上好/下午好/晚上好)?3. Extend a warm welcome? ( ) ( )热情地欢迎您?4. Address you by name (if known)? ( ) ( )称呼您的姓名(如果服务员已经知道 )?5. Offe

6、r assistance with baggage (if relevant)? ( ) ( )帮助您提运行李(如果合适的话 )?B. Reception Services: 前台接待服务Did the Guest Service Agent YES NO宾客服务员有没有做到 是 否1. Smile and establish eye contact? ( ) ( )保持微笑并与您有目光接触?2. Greet you appropriately (Good Morning/Afternoon ( ) ( )/Evening)?适当的问候(早上好/下午好/晚上好)?3. Extend a war

7、m welcome? ( ) ( )热情地欢迎您?4. Greet you by name (if known)? ( ) ( )称呼您的姓名(如果服务员已经知道 )?5. Offer to complete your registration card for you? ( ) ( )提议帮助您填写入住登记卡?6. Confirm the room type booked? ( ) ( )确认您预订的房间类型?7. Reconfirm your length of stay? ( ) ( )再次确认您的入住期限?8. Advise you of your room rate? ( ) ( )

8、向您说明您的房价?9. Verify your mode of payment? ( ) ( )核实您的付款方式?10. Inform you of your room number and level? ( ) ( )告诉您您的房间号和楼层数?5房务部模拟运作计划CHECK-IN STAGE STAGE 2登记入住- 情景 2 YES NO 是 否11. Indicate the direction of the elevators to you? ( ) ( )为您指引电梯的方向?12. Inform you of the Service Center Line # 3? ( ) ( )告

9、诉您宾客服务中心的电话是拨“3”号键？13. Address you by name more than once during ( ) ( )Registration?在登记过程中不只一次称呼您的姓名？14. Handle the registration courteously and efficiently? ( ) ( )有礼貌、有效率地为您办理入住手续？15. Wish you a pleasant stay? ( ) ( )祝愿您入住愉快？Did the Baggage Assistant or Guest Service Agent. YES NO礼宾部服务员或者宾客服务中心员工

10、有没有做到 是 否 1. Escort you to your room (if applicable)? ( ) ( )陪同您回您的房间（如果适用）?2. Hold the lift for you (if applicable)? ( ) ( )为您按住电梯（如果适用）？3. Inform you of your room number? ( ) ( )告诉您您的房间号？4. Introduce other hotel facilities on the way to your ( ) ( )room?在送您到房间的途中向您介绍酒店的其他设施？5. Allow you to enter t

11、he room first? ( ) ( )允许您先进房间？6. Introduce the room and its facilities to you? ( ) ( )向您介绍房间情况及其他设施？A. Door Lock 门锁 ( ) ( )B. Room TV set & remote control unit 电视及遥控器 ( ) ( )C. Mini-fridge 迷你吧 ( ) ( )D. Coffee/Tea making facilities 煮茶/咖啡器具 ( ) ( )E. Electronic safe 电子保险箱 ( ) ( )F. Message Light and

12、Voice Mail 留言灯及语音信箱 ( ) ( )G. Hairdryer 电吹风 ( ) ( )7. Inform you of the Service Center #3? ( ) ( )告诉您宾客服务中心的电话是拨“3”号键？ 8. Wish you a pleasant stay? ( ) ( )祝愿您入住愉快？6HOW WOULD YOU RATE YOUR ARRIVAL EXPERIENCE?您对您的入住经历如何评价？( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差Suggestions for improvement:改进建议

13、7房务部模拟运作计划WHILE IN RESIDENCE STAGE STAGE 3进房间情景 3A. Housekeeping Services:客房服务：1. Did the Housekeeper YES NO2. 客房服务员有没有做到 是 否A. Press the doorbell properly? ( ) ( )正确地按门铃,并报上所在部门名称？B. Greet you appropriately ( ) ( )(Good Morning/Afternoon/Evening)?适当地问候（早上好/下午好 /晚上好）？C. Introduce himself / herself?

14、( ) ( )介绍他/她自已？D. Smile? ( ) ( )微笑？E. Establish eye contact? ( ) ( )目光接触？F. Look presentable? ( ) ( )看起来很得体？G. Use appropriate language in communication ( ) ( )with you?与您沟通过程中使用适当的语言？H. Wish you a pleasant stay? ( ) ( )祝您入住愉快？2. Was the bed properly made up? ( ) ( )床是否正确铺好？3. Was the bed properly t

15、urned down? ( ) ( )开床服务是否正确？4. Was the Housekeeper available when needed? ( ) ( )客房服务员是否随时准备为您服务？HOW WOULD YOU RATE THE SERVICE OF THE HOUSEKEEPER?您对客房服务如何评价？( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差Suggestions for improvement:改进建议8房务部模拟运作计划In order to evaluate the services offered by other R

16、ooms Division Departments, please follow the instructions indicated for each of the following departments:为了给房务部其他部门的服务作一个评估，请您按以下指引向每个部门要求一个服务项目。B. Telephone Department: 电话房 Request at least one wake-up call during your stay in the hotel 在酒店入住期间至少要求一次叫早服务。 Ask the Telephone Operator for a telephone

17、 number of your choice.任意向总机询问一个电话号码。WAKE-UP CALLYES NO叫早服务 是 否 1. Did the Telephone Operator answer your call ( ) ( )within 3 rings?接线生是否在铃响三声内接听电话？2. Greet you appropriately (Good Morning/Afternoon ( ) ( )/Evening)?适当地问候（早上好/下午好 /晚上好）？3. Did the staff repeat your wake-up call instruction? ( ) ( )宾

18、客服务员是否重复您的叫早服务要求？4. Did the staff enquire if you would like a second ( ) ( )wake-up call?宾客服务员是否询问您是否还需要第二次叫早？5. Was the wake-up call received on time? ( ) ( )是否准时给您叫早？6. Did the Telephone Operator announce the call clearly?( ) ( )电话接线生的叫早服务是否清晰？7. Did the staff wish you a good day? ( ) ( )宾客服务员是否祝您

19、渡过愉快的一天？INFORMATIONYES NO咨询处 是 否1. Did the Telephone Operator answer your call ( ) ( )within 3 rings接线生是否在铃响三声内接听电话？2. Greet you appropriately (Good Morning/Afternoon ( ) ( )/Evening)?适当地问候（早上好/下午好 /晚上好）3. Did the staff comply with your request? ( ) ( )宾客服务员是否完成你的要求？4. Did the staff offer to connect

20、 you to the number ( ) ( )房务部模拟运作计划9Requested?宾客服务员是否提议为您连接您要求的号码？5. Did the staff thank you for calling? ( ) ( )宾客服务员是否感谢您的来电？HOW WOULD YOU RATE THE SERVICE OF THE TELEPHONE DEPARTMENT?您对电话部门的服务如何评价？( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差Suggestions for improvement:改进建议10房务部模拟运作计划Concierge

21、 Service: 礼宾服务 Request information on tours available.咨询有效的旅游信息。 Request information regarding the soonest available flight to a country or city of your choice.询问能最快到达您所选择国家或城市的有效航班的资料。 Ask for directions to the nearest bank, post office, place of worship or hospital. (Please choose one only)询问指路（只选

22、一个）：最近的银行、邮局、大使馆、教堂或医院。TOUR INFORMATIONYES NO旅游咨询 是 否1. Were you greeted with a smile and an offer of ( ) ( )assistance?宾客服务员是否微笑和提供帮助？2. Was the information given clear and complete? ( ) ( )提供的信息是否清晰完整？3. Was your request handled in a polite, friendly and ( ) ( )professional manner?宾客服务员是否友好、礼貌并且专业

23、地处理您的要求？4. Did the staff offer to book the tour for you? ( ) ( )宾客服务员是否向您提出为您预订旅游行程？5. Was further assistance offered? ( ) ( )是否提供进一步的帮助？DIRECTIONSYES NO指路 是 否1. Were you greeted with a smile and an offer of ( ) ( )assistance?宾客服务员是否微笑和提供帮助？2. Was the information given clear and complete? ( ) ( )提供的

24、信息是否清晰完整？3. Did the staff use a map to indicate directions? ( ) ( )宾客服务员是否运用地图引路？4. Was your request handled in a polite, friendly ( ) ( )and professional manner?宾客服务员是否友好、礼貌并且专业地处理您的要求？5. Was further assistance offered? ( ) ( )是否提供进一步的帮助？11房务部模拟运作计划FLIGHT INFORMATIONYES NO航班咨询 是 否1. Were you greete

25、d with a smile and an offer of ( ) ( )assistant?宾客服务员是否微笑和提供帮助？2. Did the staff request additional information from you? ( ) ( )宾客服务员是否向您询问更多的信息？3. Was the information given clear and complete? ( ) ( )提供的信息是否清晰完整？4. Was your request handled in a polite, friendly and ( ) ( )professional manner?宾客服务员是

26、否友好、礼貌并且专业地处理您的要求？5. Did the staff offer to book the flight for you? ( ) ( )宾客服务员是否为您预订航班？6. Did the staff offer to arrange transportation to the ( ) ( )airport?宾客服务员是否为您安排机场接送？7. Was additional assistance offered? ( ) ( )是否提供更多的帮助？HOW WOULD YOU RATE THE SERVICE OFF THE CONCIERGE SERVICE?您对礼宾部的服务评价如

27、何？( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差Suggestions for improvement:改进建议：12房务部模拟运作计划D. Guest Service Line #3: 服务中心内线电话：#3 Inform the Service Center one of the following:告诉服务中心以下事情： That you find the pillows in the room too soft and that you are allergic to feather. 您房间的枕头太软，并且您对羽绒过敏。 That

28、the water pressure in your room is too low. 您房间的水压太低。 That the temperature in your room is too warm. 您房间的温度太高。 That the bathroom bulb is fused 浴室灯泡保险丝烧断。 That you have forgotten your password for the electronic safe in the room. 您忘记了房间保险箱的密码。YES NO是 否1. Did the Guest Service Agent answer your call w

29、ithin ( ) ( )3 rings?在铃响三声内接听电话？2. Greet you appropriately (Good Morning/Afternoon ( ) ( )/Evening)?适当地问候（早上好/下午好 /晚上好）3. Did the staff show concern to your comments? ( ) ( )宾客服务员对您的意见是否关注？4. Did the staff offer to rectify the situation immediately?( ) ( )宾客服务员是否及时地提出解决问题的方法？5. Was your request hand

30、led in a polite, friendly and ( ) ( )professional manner?宾客服务员是否友好、礼貌并且专业地处理您的要求？6. Did the staff contact you later to follow-up and check ( ) ( )for satisfaction?宾客服务员是否继续与您联系跟进您的问题并询问您是否满意？ Request for one of the following items:提出以下其中一个要求： Bath towel, adaptor, mineral water, shopping bag, toothbr

31、ush, a baby-sitter, pressing service after 11pm. 浴巾、插座、矿泉水、购物袋、牙刷、婴儿床、晚 11 点后的加快洗衣服务。13YES NO是 否1. Did the Guest Service Agent answer your call ( ) ( )within 3 rings?在铃响三声内接听电话？2. Greet you appropriately (Good Morning/Afternoon ( ) ( )/Evening)?适当地问候（早上好/下午好 /晚上好）？3. Was the item delivered promptly?

32、 ( ) ( )(Please indicate time taken, minutes.)您要求的物品是否及时地送来？（请写出所用时间： 分钟。 ）4. Did the staff offer to rectify the situation immediately?( ) ( )宾客服务员是否及时地提出解决问题的方法？5. Was your request handled in a polite, friendly and ( ) ( )Professional manner?宾客服务员是否友好、礼貌并且专业地处理您的要求？6. Did the staff contact you late

33、r to follow-up and ( ) ( )Check for satisfaction?宾客服务员是否继续与您联系跟进您的问题并询问您是否满意？E. Room Comfort:房间舒适度：YES NO1. Did you find your room: 是 否您是否觉得您的房间： Ready? 准备得当？ ( ) ( ) Clean? 干净？ ( ) ( )2. Was the bathroom properly cleaned? ( ) ( )浴室是否完全清洁？3. Was there sufficient supply of towels? ( ) ( )毛巾是否足够？4. Wa

34、s there sufficient supply of amenities? ( ) ( )客用品是否足够？5. Is the room comfortable?房间是否舒适？ ( ) ( ) Pillow comfortable? 枕头是否舒适？ ( ) ( ) Mattress comfortable? 床垫是否舒适？ ( ) ( )6. Was room lighting adequate?灯光光线是否充分？ ( ) （ ） Bedroom? ( ) ( ) 卧室14 Bathroom? 浴室 ( ) ( )7. Was furniture adequate for relaxatio

35、n? ( ) ( )家具是否令人感觉轻松愉悦？F. Condition of facilities:设施情况：YES NO1. Were the following room facilities in good working order? 是 否以下房间设施是否处于良好的工作状态？ Door lock 门锁 ( ) ( ) Do Not Disturb sign 请勿打扰牌 ( ) ( ) Room Air-conditioning 房间空调 ( ) ( ) Telephone 电话 ( ) ( ) T. V. Reception 电视接收 ( ) ( ) Light Bulbs 灯泡 (

36、 ) ( ) Drapes / Curtains 窗帘 ( ) ( ) Electronic Safe 保险柜 ( ) ( ) Coffee / Tea maker 咖啡/茶机 ( ) ( ) Shower 淋浴 ( ) ( ) Sink drain 下水管 ( ) ( ) Water temperature 水温 ( ) ( ) Water pressure 水压 ( ) ( ) Hair dryer 吹风机 ( ) ( ) Toilet flush 马桶水箱 ( ) ( )H. Laundry / Valet Service:洗衣/缝补服务YES NO是 否1. Was your laun

37、dry picked-up on time? ( ) ( )是否准时收取洗衣？2. Was your laundry delivered on time? ( ) ( )是否准时送还洗衣？3. Was the packaging presentable and according to your specific ( ) ( )Instructions?洗后衣物是否折叠包装正确或符合您的要求？4. Was the service worth the price charged? ( ) ( )15您接受的服务是否感觉物有所值？HOW WOULD YOU RATE YOUR STAY?您对此行如

38、何评价？ In terms of your ROOM您的房间( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差 In terms of QUALITY OF SERVICES服务质量( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差 In terms of AMENITIES房间客用品( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差Suggestions for improvement:改进建议16房务部模拟运作计划CHECK-OUT STAGE-STAG

39、E 4YES NO退房-情景 4 是 否1. Were your luggage collected promptly?（if applicable） ( ) ( )(Please indicate time taken, minutes)您的行李是否被快速地收取好？（请写出所用时间： 分钟）(如适用)2. Did the Guest Service Agent greet you with a smile and an ( ) ( )Offer of assistance?宾客服务员是否微笑问候您并提供帮助？3. Did the staff address you by name durin

40、g the check-out process? ( ) ( )宾客服务员在退房过程中是否称呼您的姓名？4. Were you billed accurately? ( ) ( )您的帐单是否准确无误？5. Was the check-out handled promptly and efficiently? ( ) ( )(Please indicate time taken, minutes)您的离店手续是否办理得快速高效？（请写出所用时间： 分钟）6. Did the staff remind you to return you room key? ( ) ( )宾客服务员是否提醒您归还

41、房间钥匙？7. Did the staff remind you to clear the electronic safe in your room? ( ) ( )宾客服务员是否提醒您清理保险箱？8. Did the staff thank you for your patronage? ( ) ( )宾客服务员是否感谢您的光顾？HOW WOULD YOU RATE THE CHECK-OUT PROCESS?您对退房服务如何评价？( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差Suggestions for improvement:改进建议：OTHER COMMENTS ABOUT YOUR STAY:您在入住期间的其他建议：Guest Name Room No Date of Stay_客人姓名 房间号码 住店日期Thank you for your kind cooperation. 谢谢您的友好合作。