con Standards 礼宾部服务标准

ROOMING 房间TOTAL

SCORE DATE AND TIME日期和时间:总分

STANDARD标准MEET

符合

BELOW

不符

N/A

没有使用

ROOMING THE GUEST - STANDARDS 客房 - 标准: 1Did an employee escort the guest to his/her room?

是否有员工护送客人回到他/她的房间吗？

2Did the employee engage in polite, unobtrusive conversation with the guest?

员工是否与客人有礼谦虚地对话？

3Was the employee’s speech clear and use of English adequate to be fully understood?

员工能清楚运用并充分理解英语吗？

4Did the employee ascertain if it was the guest'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)?

员工能弄清客人是否首次入住，是否知道餐厅，酒巴，健身中心的位置(是否应该提供不同于常客的服务）？

5Was the key card operation explained (where required)?

能说明房卡的使用（哪里需要）？

6Once at the room did the employee offer the option of a room orientation?

员工能提供给客人房间方向的选择吗？

7Did the employee point out heating/air-conditioning controls?

员工能指出暖气/空调的开关控制吗？

8Did employee explain any complex technical aspects of the room (i.e. electric curtains, audiovisual equipment, shower controls,

etc.)

员工能解释房间所有复杂的技术方面的问题（例如：电子窗帘、音像设备、淋浴开关等）

9Did employee advise how the internet could be accessed in the room (i.e. via Wi-Fi or cable) and who to contact for technical assistance?员工能告知应如何在房间连通因特网（例如：无线路由器或有线网络）和出现技术问题时应联系谁？

10Did employee point out location of in room bar (if not in a prominent position) and mention any complimentary offerings (if applicable)?员工能指出房间具体

11Did employee mention the valet/laundry services?

员工能说出洗衣服务吗？

12Did employee point out any master switches for lighting (if applicable)?

员工能指出任何电灯的主要的开关（如果可以的话）？

13Did employee point out location of hairdryer (if necessary)?

员工能指出风筒的位置（如果有需要的话）？

14Did employee point out directory/room service menu?

员工能指出黄页/送餐服务菜单吗？

15Did employee point out in room safe?

员工能指出房间里的保险箱吗？0.0%

Standards that are different from Hotel IQ, are highlighted in yellow.

16Did the employee offer any additional service before departing

(i.e. pressing, coffee/tea, etc.) and offer his/her name and/or a

contact number?

员工对即将离店的客人能提供额外的服务（例如：净烫，咖啡/茶等）和提供他/她

的名字或电话号码？

TOTAL NUMBER OF STANDARDS 标准总数 :

MEET

符合

BELOW

不符

N/A

没有使用

16000

0.0%