華美達(dá)質(zhì)量管理及評估手段(中英文雙語)-文庫吧在線文庫
【正文】 Guest Feedback 2QA 懇求得到客人 2QA 的反饋。 ? Objective 2: The information you collect while applying 2QA will not only help you in better serving your guests but will help Ramada International in determining necessary changes to react to market requirements. ? 目標(biāo) 2：運(yùn)用 2QA收集信息，不僅能幫您更好地服務(wù)客人，而且能幫助華美達(dá)國際在適應(yīng)市場需求而作出相應(yīng)變化方面做出正確的決策。 We want to obtain feedback on outstanding performance of certain employees for recognition. 我們想收集來自對員工優(yōu)質(zhì)服務(wù)認(rèn)可的客人反饋。 ? It creates a associate recognition program which can be the basis for employee of month nomination. 能認(rèn)可員工的努力付出，可作為每月優(yōu)秀員工提名的必備條件。 2 Q A What our Guests are telling us at Ramada Plaza TianLu Hotel Wuhan? 在華美達(dá)天祿，客人告訴我們什么？ Hotel Top 10 Service Issues 酒店要優(yōu)先改進(jìn)的 10項(xiàng)服務(wù)任務(wù) The varieties of seafood in Yalanxuan Chinese Restaurant are too few especially mussels. 雅蘭軒中餐廳的海鮮品種很少，尤其是扇貝。 We have sticked updated operation time of gift shop on the wele booklet for temporary 歡迎冊上。 The plastic files have been purchased and put in Business Center upon guest requests. 我們已在商務(wù)中心存放了塑料文件帶以供客人使用。 The technician from Vingcard Company will arrange the regular maintenance for vingcard system door lock before August 15,03. Vingcard 公司將在 8月 15日前派維護(hù)人員來酒店對門卡系統(tǒng)和門鎖進(jìn)行一次例行維護(hù)。 Action By負(fù)責(zé)人 HL WW/KL 2QA Data Base Implementation 2QA 數(shù)據(jù)單元 的推行 Monthly Reporting allows Summary Conclusions. Sample of Brand Findings:根據(jù)每月的報告可得出結(jié)論 ，例如： ?With regards to Service received: 客人對服務(wù)方面的意見： ?22% of Customer Comments relate to Restaurant Experience 22% 來自 餐廳的服務(wù) ?15% of Customer Comments relate to Housekeeping Services 15% 的意見來自管家部 ?13% of Customer Comments relate to Service at the Reception 13% 接待處的服務(wù) ?10% of Customer Comments relate to Overall Experience 10% 是整體的服務(wù) 2 Questions Approach: 2QA Data Base Implementation 2QA 數(shù)據(jù)單元 的推行 2 Questions Approach: Monthly Reporting allows Summary Conclusions. Sample of Brand Findings: 根據(jù)每月的報告可得出結(jié)論 ，例如： ? With regards to Hotel Condition: 有 關(guān) 酒店 狀況 ? 34% of Customer Comments relate to Guest Room Condition 34% 是客房的狀況 ? 20% of Customer Comments relate to Overall Hotel Condition 20% 是酒店整體狀況 ? 15% of Customer Comments relate to Guest Bathroom Condition 15% 是浴室狀況 ? 12% of Customer Comments relate to Lobby and Public Area Condition 12% 是酒店大堂及公眾地方狀況 ? The entire hotel staff needs to be aware of the monthly priorities and the new policies put in place to address guest concerns. ? 酒店的全體員工需知道每月的目標(biāo)及新的政策，以此達(dá)到客人的期望。同時工程部已經(jīng)開始更換一些陳舊的房間地毯。 Action By負(fù)責(zé)人 RC/ JZ JM JM/ RC Hotel Top 10 Condition of Assets Iss
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