華美達質(zhì)量管理及評估手段(中英文雙語)-展示頁
2025-02-11 17:41本頁面
【正文】 increasing sample size 克服了傳統(tǒng)調(diào)查模式的不足，提高了賓客意見收集的數(shù)量。 Guest Feedback Number of Guests 客人人數(shù) Very Satisfied 非常滿意 Very Dissatisfied 非常不滿意 客人的反饋 It must therefore be our goal to get feedback not only from the extremes of the distribution but from the large amount of guests in between the two extremes. 因此酒店的目標是：不僅要得到感到非常滿意或非常不滿意的客人的反饋，同時還要得到位于兩者之間的大部分的客人的反饋 。 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)認可的客人反饋。 2 Q A Question 1 During your stay with us, what have you observed that we can improve? 當(dāng)您光臨我們酒店時，您發(fā)現(xiàn)有何改進之處？ We are not asking whether or not the guest is satisfied with but what can be improved. 我們并不是在問客人他是否感到滿意而是有何可改進之處。 Objective of 2QA ? Objective 3: All hotels follow a standardized method in order to achieve a uniform set of results. ? 目標 3：為達到統(tǒng)一的目標，使酒店遵循一個標準的方案。WELCOME TO 2 Q A 2QATwo Questions Approach 2QA問客人的兩個問題 歡迎加入 2QA的討論 Ramada Quality Control Evaluation Tools 華美達 質(zhì)量管理及評估手段 ?Ex. ?2QA Objectives of 2QA ? Objective 1: A mandatory program at all Ramada International Hotels Resorts. ? 目標 1：所有華美達國際酒店的指定項目。 ? 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 2：運用 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。 ? Objective 4: it will be possible to pile accurate deficiency/guest feedback reports both at hotel level and at the Corporate Regional office. ? 目標 4：不僅可以以酒店為單位，或者以集團區(qū)域辦公室為單位，來準確匯集酒店的不足及客人的反饋信息。 Question 2 During your stay, which hotel employee (if any) has provided you with above average service? 當(dāng)您光臨酒店時，您是否覺得有員工服務(wù)特別突出。 Guest Feedback客人的反饋 ? Onproperty questionnaire Guest Comments Form 酒店內(nèi)的賓客意見卡 ? Phone surveys Courtesy call by ? Mailin questionnaires 發(fā)信件問卷 ? TV surveys(inhouse television)電視調(diào)查（酒店內(nèi)部電視網(wǎng)絡(luò)） Experience tells us that in the event a guest chooses to fill out a Guest Comments Form, he/she is either extremely satisfied (and feels that management should know about what has been done right) or extremely dissatisfied and that management needs to know what has gone wrong. 經(jīng)驗告訴我們?nèi)缈腿颂顚懸庖娍ǎ?/她要么是非常滿意酒店的服務(wù)（感覺到酒店管理層需知到哪些地方做得好），要么是非常不滿意（酒店管理層需知到哪些地方做得不好）。 Guest Feedback Evaluation 客人反饋評估 A Need And Opportunity For Improvement 一種需要及可 改進的機會 Soliciting Guest Feedback 2QA 懇求得到客人 2QA 的反饋。 ? It is obtained via direct contact between hotel staff with our guests. ? 通過酒店員工與客人直接
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