【正文】 on the type of food required?員工是否能夠提供一系列良好的餐廳推薦（最少兩家），根據(jù)所需食物的類型？9Did the employee automatically offer to make any restaurant reservations on the guest39。s behalf and offer directions where required?員工是否為客人著想而主動提供任何餐廳的預定以及所要求的指示說明？10Was the employee knowledgeable regarding nearby places of interest (. theatre, tourist sights, sporting activities, shopping)?員工是否對附件的景點了如指掌（即劇院，旅游勝地，健身房，商場）？11Was employee able to assist with onward travel arrangements (. flights, taxi, boat)?員工是否能夠協(xié)助客人做出行工具的安排（即飛機，出租車，船）？12Did concierge desk have an up to date supply of brochures?禮賓臺是否有最新的宣傳冊的供應？13Did the employee offer accurate directions with a plimentary map of surrounding area?員工是否提供準確的周邊地區(qū)的免費地圖？14Were all messages/faxes/requested items delivered within 15 minutes?是否所有的電子信息/傳真/所要求的項目在15分鐘內(nèi)遞交？15Was all written information clear, legible and presented on hotel paper?是否酒店文件所呈現(xiàn)的的所有書面信息都清晰，易懂？16Did employee offer plete and thorough solutions to all requests put forward and offer their name for any further assistance required?員工是否對所有要求都提供全面而周到的解答并提供他們的姓名以便要求任何進一步的協(xié)助？17Did the employee ask questions to fully understand the guest39。s needs and respond with accurate information?員工是否為了完全明白客人的需求而提問并回答準確的信息？GUEST SERVICES/CONCIERGE客服/禮賓TOTAL SCORE%DATE AND TIME日期和時間:總分STANDARD標準MEET 符合BELOW不符N/A沒有使用THE EMPLOYEE BEHAVIOURAL STANDARDS:員工 行為標準18Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing 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，可穿著瑞士酒店門童制服并佩戴鞋扣，蝶形領結以及名徽?19Was 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的使用充分能讓人完全理解？20Did the employees smile and display a genuinely warm, friendly and interested manner?員工是否面帶微笑并顯露出真誠熱情，友好及關注的態(tài)度？21Did the employees use the guest39。s name at least once during theinteractions (where possible)?員工是否在互動過程中至少一次稱呼客人的姓名（可能發(fā)生的地點）？22Did an employee personalize the interaction in any way (. engage in polite conversation) and engage the guests as individuals?員工是否以任何方式促進個性化的互動（即參加禮貌性的交談）及以單獨的形式參與客人的交談？23Did the employee make eye contact and give the guest theirundivided attention during all interactions?員工是否與客人做眼神交流并給予他們?nèi)牡年P注？24Did employees respect guest39。s presence when interacting with each other?員工是否尊重客人的存在，并相互交流？TOTAL NUMBER OF STANDARDS 標準總數(shù) :MEET 符合BELOW不符N/A沒有使用24000%WAKE UP CALL 叫醒服務TOTAL SCORE%DATE AND TIME日期和時間:總分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD標準MEET 符合BELOW不符N/A沒有使用THE WAKEUP CALL REQUEST STANDARDS:叫醒服務申請 標準1Was the telephone answered within 3 rings or 10 seconds with anappropriate greeting and the department identified?是否在三聲響內(nèi)接聽電話，同時在10秒內(nèi)適當?shù)膯柡蚝捅砻鞑块T？2If the call was not answered in 3 rings or 10 seconds, was anapology extended?如果在三聲內(nèi)或十秒內(nèi)沒有接聽電話，是否有向?qū)Ψ降狼福?Was the background free of any noise or disturbances (.makes the conversation difficult to hear or causes a distraction)?電話是否通話清晰和無雜音干擾（例如通話時難以聽清或者受到干擾)?4Did employee confirm the caller39。s request by repeating back key details (room/time) to ensure correct understanding?員工是否有通過重復重點（房間/時間）來確認，確保理解正確？5Did the employee offer any additional service before finishing the call (. second call, coffee in the morning or just any additional service)?員工是否在結束電話前有提供任何額外服務（例如再次回撥、早晨咖啡或者任何其他額外的服務）？DELIVERING THE WAKE UP CALL STANDARDS:叫醒服務操作 標準6Was the wake up call personalised (. not recorded)?叫醒電話是否個人化的（例如：不作記錄）？7Was wake up call received within 5 minutes of requested time?叫醒電話在要求的時間里5分鐘內(nèi)接通？8When delivering the wake up call did employee use the appropriate greeting?當員工接通叫醒電話后有適當?shù)貑柡騿幔?When delivering the wake up call did the employee announce time of day?當員工接通叫醒電話后是否有告知當日的時間？THE EMPLOYEE BEHAVIOURAL STANDARDS:員工 行為標準10Did the employee speak in a considerate, interested and friendly manner and refrain from using any jargon?員工是否以體貼，友好和感性趣的態(tài)度說話以及避免使用不良言詞。11Did employee use the guest39。s name at least once both when the wake up call was placed and when it was delivered?當客人的叫醒服務到點并須叫醒時，是否有稱呼客人的名字至少一次？12Was the employee’s speech clear and use of English adequate to be fully understood? 員工的言語以及英語的使用是否清晰明了并讓人充分理解。13Did the call end with the employee offering a warm, sincereand positive closing?員工是否熱情的，真誠的，積極的結束服務。TOTAL NUMBER OF STANDARDS 標準總數(shù) :MEET 符合BELOW不符N/A沒有使用13000%HOUSEKEEPING ARRIVAL客房服務 抵達TOTAL SCORE%DATE AND TIME日期和時間:總分Standards that are different from Hotel IQ, are highlighted in yellow.STANDARD標準MEET 符合BELOW不符N/A沒有使用BEDROOM臥室:1Was carpet/tiles/wood flooring clean and free of stains?地毯，瓷磚，木板地面是否干凈沒有污跡？2Were all walls, doors, baseboards clean and free of scuffs?所有的墻，門，護壁板是否干凈沒有破損？3Were ceilings and vents clean and free of any dust?天花板和抽風口是否干凈沒有灰塵？4Was room at a fortable temperature on arrival and free of odour?已安排預到客人的房間是否溫度適宜并沒有異味？5Was bed valance/skirting neatly arranged and clean (if applicable)?床裙是否干凈整潔？（如果適當?shù)脑挘?Was the headboard clean and in good repair?床頭板是否干凈，破損處得到及時修理？7Was bed made with clean linen, which was free of stains or tears?是否使用潔凈，沒有污跡或者破損的布草鋪床