【文章內(nèi)容簡(jiǎn)介】 TOTAL NUMBER OF STANDARDS 標(biāo)準(zhǔn)總數(shù) :MEET 符合BELOW不符N/A沒(méi)有使用22000%ROOMING 房間TOTAL SCORE%DATE AND TIME日期和時(shí)間:總分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD標(biāo)準(zhǔn)MEET 符合BELOW不符N/A沒(méi)有使用ROOMING THE GUEST STANDARDS 客房 標(biāo)準(zhǔn): 1Did an employee escort the guest to his/her room?是否有員工護(hù)送客人回到他/她的房間嗎？2Did the employee engage in polite, unobtrusive conversation with the guest?員工是否與客人有禮謙虛地對(duì)話？3Was the employee’s speech clear and use of English adequate to be fully understood? 員工能清楚運(yùn)用并充分理解英語(yǔ)嗎？4Did the employee ascertain if it was the guest39。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)?員工能弄清客人是否首次入住，是否知道餐廳，酒巴，健身中心的位置(是否應(yīng)該提供不同于常客的服務(wù)）？5Was the key card operation explained (where required)?能說(shuō)明房卡的使用（哪里需要）？6Once at the room did the employee offer the option of a room orientation?員工能提供給客人房間方向的選擇嗎？7Did the employee point out heating/airconditioning controls?員工能指出暖氣/空調(diào)的開(kāi)關(guān)控制嗎？8Did employee explain any plex technical aspects of the room (. electric curtains, audiovisual equipment, shower controls,etc.)員工能解釋房間所有復(fù)雜的技術(shù)方面的問(wèn)題（例如：電子窗簾、音像設(shè)備、淋浴開(kāi)關(guān)等）9Did employee advise how the internet could be accessed in the room (. via WiFi or cable) and who to contact for technical assistance?員工能告知應(yīng)如何在房間連通因特網(wǎng)（例如：無(wú)線路由器或有線網(wǎng)絡(luò)）和出現(xiàn)技術(shù)問(wèn)題時(shí)應(yīng)聯(lián)系誰(shuí)？10Did employee point out location of in room bar (if not in a prominent position) and mention any plimentary offerings (if applicable)?員工能指出房間具體11Did employee mention the valet/laundry services?員工能說(shuō)出洗衣服務(wù)嗎？12Did employee point out any master switches for lighting (if applicable)?員工能指出任何電燈的主要的開(kāi)關(guān)（如果可以的話）？13Did employee point out location of hairdryer (if necessary)?員工能指出風(fēng)筒的位置（如果有需要的話）？14Did employee point out directory/room service menu?員工能指出黃頁(yè)/送餐服務(wù)菜單嗎？15Did employee point out in room safe?員工能指出房間里的保險(xiǎn)箱嗎？16Did the employee offer any additional service before departing(. pressing, coffee/tea, etc.) and offer his/her name and/or a contact number?員工對(duì)即將離店的客人能提供額外的服務(wù)（例如：凈燙，咖啡/茶等）和提供他/她的名字或電話號(hào)碼？TOTAL NUMBER OF STANDARDS 標(biāo)準(zhǔn)總數(shù) :MEET 符合BELOW不符N/A沒(méi)有使用16000%PORTER/DOORMAN 門(mén)童TOTAL SCORE%DATE AND TIME日期和時(shí)間:總分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD標(biāo)準(zhǔn)MEET 符合BELOW不符N/A沒(méi)有使用ARRIVAL DOORMAN STANDARDS 抵達(dá) 門(mén)童 標(biāo)準(zhǔn):1Was a porter/doorman present on arrival and if he was busy did he positively acknowledge guest with hand or facial gesture? 門(mén)童迎接到店客人時(shí)，如果他在忙，他是否用手勢(shì)或面部表情明確地告知客人？2Did employee offer assistance opening car doors on arrival?員工是否主動(dòng)幫助到店客人打開(kāi)車(chē)門(mén)？3Did the employee wele the guest to the hotel using the hotelname?4Did employee offer assistance with luggage and confirm the number of pieces?員工是否主動(dòng)幫助客人搬運(yùn)行李并確認(rèn)其數(shù)量？5Did employee open hotel entrance door for guest (unless automated or revolving door)? 客人進(jìn)入酒店入口時(shí)，員工是否為客人開(kāi)門(mén)（自動(dòng)門(mén)或旋轉(zhuǎn)門(mén)除外）？6If 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? 如果客人開(kāi)車(chē)到達(dá)酒店，員工是否主動(dòng)伺候客人停車(chē)，告知客人如何取車(chē)并提供停車(chē)票？7Did an employee escort the guest to reception and introduce him/her by name to the receptionist or use technology (. mike/headpiece) to pass on guest39。s name? 員工是否陪同客人到前臺(tái)并介紹他/她的名字給前臺(tái)接待員或者使用設(shè)備（即話筒/雙耳式耳機(jī)）通知前臺(tái)接待員客人的名字？8If not, did the employee provide a luggage ticket, explain the luggage handling procedure and offer directions to the reception desk?如果沒(méi)有，員工是否提供行李票，解釋行李操作程序及提供前臺(tái)的方向位置給客人嗎？9Did the employee manage the flow of traffic at the entrance to the hotel so that it was fluent and unobstructed (. not restricted by over parking)?員工是否控制酒店入口處的車(chē)流量使其暢通無(wú)阻（換而言之，無(wú)車(chē)輛停放限制）？ARRIVAL PORTER FUNCTIONAL STANDARDS:抵達(dá) 門(mén)童 職能標(biāo)準(zhǔn)10Did the porter arrive at the guest39。s room within 10 minutes of check in with the correct luggage?門(mén)童是否在客人登記入住的十分鐘內(nèi)運(yùn)送正確的行李到客人房間？11Did 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?是否員工敲門(mén)/按門(mén)鈴必須等待10秒，然后在進(jìn)入客房前再一次敲門(mén)/按門(mén)鈴？12Did the employee place the luggage on to the luggage rack/bench in the correct position (. zipper facing the guest) and if a rack was not available did the employee offer to get one?員工是否在正確的位置放置行李在行李架/長(zhǎng)椅上（即在客人面前扣上拉鏈）如果行李架不可用，員工是否主動(dòng)提供？13Did employee offer to hang the suit carrier/coat?員工是否主動(dòng)懸掛西裝外套/上衣？14In 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間等侯行李，那么行李是在客人到達(dá)之前放到房間嗎？15Was the luggage service organized and professional? 行李服務(wù)是否專(zhuān)業(yè)有條理？PORTER/DOORMAN 門(mén)童TOTAL SCORE%DATE AND TIME日期和時(shí)間:總分STANDARD標(biāo)準(zhǔn)MEET 符合BELOW不符N/A沒(méi)有使用THE EMPLOYEE BEHAVIOURAL STANDARDS:16Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing the Swiss244。tel doorman uniform with shoe buckles, bow tie and name badges?員工的制服是否呈現(xiàn)出干凈整潔，皮鞋光亮? 如果適用，可穿著瑞士酒店門(mén)童制服并佩戴鞋扣，蝶形領(lǐng)結(jié)以及名徽?17Was the employee’s speech clear and use of English adequate to be fully understood? 員工的言談是否清晰并且英語(yǔ)的使用充分能讓人完全理解？18Did the employees smile and display a genuinely warm, friendly and interested