国际五星级酒店暗访质量
调查评分标准
xxxx年xx月xx日 xxxxxxxx集团企业有限公司
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Standards that are different from Hotel IQ, are highlighted in yellow.
MEET
STANDARD标准
符合
BELOW 不符
N/A 没有使用
Was the telephone answered within 3 rings or
1
10 seconds with an appropriate greeting and the department identified?
在三声或者十秒内接听电话，问候并报出部门？ If the call was not answered in 3 rings or 10 seconds, was an
2 apology extended?
假如无法在三声或者十秒内接听电话，是否会表达歉意？
3
If caller is put on hold did it not exceed 30 seconds?
是否将电话置于等候档不超过三十秒？ Was the background free of any noise or disturbances (i.e. makes the conversation
4 difficult to hear or causes a distraction)? 背景是否没有噪音或者其它干扰（例如：让对话难于听清楚或者心烦意乱）？
Did employee obtain guest's name and clarify
5
its spelling where required?
得知客人的名字并能清楚地拼写出来？
6
Did employee confirm date in and date out? 是否有与客人确认入住及退房日期？ Did the employee clarify if the guest had
7 stayed before?
如果客人以前入住过，是否可以准确地称呼客人？ Did the employee establish the purpose of the visit (i.e. business, leisure, special occasions,
8 etc.)?
是否知道客人本次住宿的目的（例如：商务、休闲旅行、特殊庆典等）？
Did employee immediately check availability and if the dates requested were unavailable
9
were alternative dates offered?
是否可以迅速的确认入住期间可提供房间予客人或者无法提供时可以主动提供另一日期供客人选择？ Were a minimum of two room types/rates
10
offered?
至少提供两种房型/价格供客人选择？
Did employee attempt to up sell to a higher room category by highlighting its benefits (i.e.
11
size, view, amenities, etc.)?
是否尝试通过房间类型的好处向客人推荐更高级别的房型（例如：大小，景色，令人舒适的程度等）？
Did employee clearly state room rate and what it included/excluded (i.e. tax, service,
12
meals etc)?
是否清楚房价及房价所包含的内容（例如：税金，服务费，餐费等）？
Did the employee ask for the business (i.e.
13
'would you like me to make a booking for
you')?
是否请求交易（例如：需要帮您做预订吗）？ Did employee offer to take down the guest's
14 address details?
是否主动记录客人的地址信息？
Did employee obtain guest's telephone
15 number?
是否询问客人的电话号码？
Did employee obtain guest's fax number or
16 e-mail address?
是否询问客人的传真号码或者邮箱地址？ Did employee request the caller's credit card details and were they repeated back for
17 verification?
是否要求致电者留下信用卡信息并再三重复确认？
Did employee explain cancellation policy and
18
if applicable, the deposit policy?
是否向客人解释预订的取消制度？
Did the employee clarify the hotel's smoking
19 policy or clarify the
guest's smoking preference?
精编【酒店及酒水】国际五星级酒店暗访质量调查评分标准
