【正文】 26. Are the staff using service tray to carry the dishes 員工使用托盤放食碟 127. Are the staffs attentive, ready to serve when the guest requires? 客人問詢時，員工專心服務(wù)128. Was the check presentation done properly? 賬單表述清楚129. Was the check properly tallied? 賬單計算準確 1 the staff/captain saying goodbye to the customers when they leave? 客人離開時，員工/領(lǐng)班向客人道別131. The menu is clean and in good condition 菜單干凈，擺放整齊127. The menu content is excellent and richness imformation 菜單設(shè)計精良，信息完整（如烹調(diào)方法、搭配等）133. The table cloth and napkins are in clean condition and well ironed 桌布和餐巾干凈，熨燙整齊134. The carpet is in excellent condition 地毯狀態(tài)很好135. The plant in the restaurant is in good condition 餐廳植物狀態(tài)良好136. The furniture is in excellent condition 家具狀態(tài)良好137. There is good insulation between the restaurant and the kitchen 餐廳和廚房隔離良好1Sub Total 西餐廳得分370 Bar/Coffee shop/Lobby Bar 咖啡廳/酒吧 TotalActual1.Where they greeted within 1 minute upon arrival? 顧客到達餐廳接待處1分鐘以內(nèi)受到問候12. Does the hostess acknowledge/ignore the guest when they are busy on the phone while the guest is waiting? 當客人等待時，迎賓小姐正在打電話，此時迎賓小姐能否向客人示意？13.Was guest served within 3 minutes upon being seated? 客人就座后3分鐘以內(nèi)受到服務(wù)14. Was the waitress taking order within 3 minutes of sitting down? 服務(wù)員能夠在客人就座后3分鐘提供菜單15. Is the staff knowledgeable on the menu? 員工對菜單熟悉16.Are coasters being placed when drinks are served? 上飲料時放杯墊17.Did staff maintain eye contact during order taking? 點單時員工能夠和客人保持目光接觸18.Did the drinks arrive within 5 minutes? 飲料能夠在5分鐘以內(nèi)到19. Does the staff/captain apologize immediately after a plaint is filed? 客人投訴后，員工/領(lǐng)班能否立即道歉？110. Does the staff listen to the plaint before acting upon it? 員工能否在采取下一步行動前聽取投訴？111.Are the staff using service tray to carry the glasses and drinks? 員工能夠使用托盤放茶杯和飲料 112. When holding glasses or bottle, do staff only hold the glass neck or glass bottom 當拿茶杯或者瓶子時，員工只能拿著杯子中部和底部113.Are the staffs attentive, ready to serve when the guest requires? 客人問詢時，員工專心服務(wù)114. Was the check presentation done properly? 賬單表述清楚115. Was the check properly tallied? 賬單計算準確 116. Are the staff/captain saying goodbye to the customers when they leave? 客人離開時，員工/領(lǐng)班會向客人道別117. Are the staffs suggesting the guest to have a second drink? 員工能夠建議客人喝第二杯飲料118. Is the furniture in good order? 家具狀態(tài)良好119. Does the furniture and fitting matches that of the surrounding? 家具和周邊環(huán)境搭配合理120. The bar counter is clean and tidy with no water spillage 吧臺內(nèi)干凈整潔，沒有積水121. Are all the beverage with the label facing outwards towards the customers? 所有飲料的標簽?zāi)軌蛎嫦蚩腿?22. Does the surrounding music match that of the bar? 背景音樂是否與吧臺氛圍搭配123. The delicatessen shop is selling product that match the standards of the hotel 熟食柜臺出售的食品和酒店的標準一致1Sub Total 咖啡廳/酒吧得分230 Room Service 送餐服務(wù) TotalActual1.Are the cutleries clean? 餐具干凈12.Are the glasses clean? 茶杯干凈13.Are the serving plates clean? 托盤干凈 14. Are table cloth clean? 桌布干凈15.Are the staffs smiling at times when serving the guests? 員工服務(wù)時能夠?qū)腿宋⑿?6.When spoken to, are the staff courteous? 員工和客人說話時有禮貌17. Do they have eye contacts when talking to guest? 員工和客人交談時保持目光接觸 19.The phone was answered in good time? 能否及時應(yīng)答電話110.Was guest addressed by name? 能夠稱呼客人姓名 111. Was room service order done courteously by the staff? 在點單期間員工始終保持禮貌 112.Was staff conversing in good English 員工能夠用英文與客人熟練溝通113. Was the staff helpful in terms of menu explanation? 員工能夠幫助客人理解菜單內(nèi)容 114. Was the order repeated back to the guest? 能夠向客人重復點單內(nèi)容 115. Did the food arrive on time? 食物到達準時116. Was the check presentation done properly 賬單表述清楚117. Was the check properly tallied? 賬單計算準確118. Did staff thank guest and saying “enjoy your meal” to the customers before leaving the room? 員工離開房間時向客人致謝并?？腿恕坝貌陀淇臁?19. Did staff knock lightly at the door ? 員工輕聲敲門120. Did staff asked guest where he wanted the trolley\pallet be placed 員工禮貌詢問客人托盤或送餐車擺放何處121. Did staff laid out food for the guest? 員工為客人擺放食物122. Food ordered tallied with order 上菜是否準確123 .Food was covered 食物被蓋好124. Was bill presented in a clean folder? 賬單放在干凈的夾子內(nèi)125. Was the food trolley in clean and well maintained condition 送餐車干凈，維護保養(yǎng)狀態(tài)良好126. Was table cloth clean and well ironed? 送餐車桌布干凈，熨燙平整127. Was plates and glasses well covered? 杯子和碟子被蓋好128. Was napkin clean and well ironed? 餐巾干凈，熨燙平整 129. Were salt and pepper mills clean and fully filled 鹽和胡椒粉瓶干凈充滿1 the reclaim procedure to guest 告知客人餐具回收程序或提供回收卡1Sub Total 送餐服務(wù)得分290Overall Comfort in Dining Areas 整體餐廳舒適程度TotalActual1.Is lighting adequate? 照明合適嗎12.Is the temperature fortable? 溫度是否適宜13.Is ventilation adequate? 通風好嗎14.Is the air of the areas feel fresh? 空氣新鮮嗎15.Are signs amp。 directions clear? 標志和指示牌清楚嗎16.Are there designated nonsmoking areas? 是否有明確的非吸煙區(qū)標志17.Was litter picked or cleared from the floor promptly? 地板上的垃圾是否立即被清除18.Are seating fortable? 座位舒適嗎19.Are the furniture/fitting surfaces clean and clear of dust? 家具/裝飾表面干凈無塵110. Are the floor surface clean? 地板表面干凈111. Are table cloth clean? 桌布干凈112. Are the cutlery clean? 餐具干凈113. Are the glasses clean? 茶杯干凈114. Are the serving plates clean? 托盤干凈115. Tableware were in perfect condition 餐具狀態(tài)完美116. Are the fitting / mirrors/windows/ furniture in proper condition? 裝飾/家具/鏡子/窗戶狀態(tài)良好117. Are the flowers fresh? 花卉新鮮118. Are the plants well maintained, no dried leaves etc? 植物保養(yǎng)得好，沒有干枯的落葉119. Is the flooring/carpet in good condition? 地板/地毯狀態(tài)良好120. There is good insulation between Restaurant a