皇冠假日酒店房务部模拟运作计划.doc
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1、皇冠假日酒店房务部模拟运作计划Room Stay-In Simulation Program 房务部模拟运作计划Critique Form模拟评估表Please answer the following questions by putting a tick ( ) in the appropriate bracket.(N/A: Not applicable)请回答以下的问题,并在适当的括号内打“”。CHECK-IN STAGE-STAGE 2登记入住-情景 2A. Entrance Services: 大堂门口服务YESNO是否( )( )( )( )( )( )( )( )( )( )D
2、id the Baggage Assistant 礼宾部服务员有没有做到1. Smile and establish eye contact?保持微笑并与您有目光接触?2. Greet you appropriately (Good Morning/Afternoon/Evening)?适当的问候(早上好/下午好/晚上好)?3. Extend a warm welcome?热情地欢迎您?4. Address you by name (if know)?称呼您的姓名(如果服务员已经知道)?5. Offer assistance with baggage (if relevant)称呼您的姓名(如
3、果合适的话)?YESNO是否( )( )( )( )( )( )( )( )B. Reception Services :前台接待服务Did the Guest Service Agent.宾客服务员有没有做到1. Smile and establish eye contact?保持微笑并与您有目光接触?2. Greet you appropriately (Good Morning/Afternoon/Evening)?适当的问候(早上好/下午好/晚上好)?3. Extend a warm welcome( )( )( )( )( )( )( )( )热情地欢迎您?4. Greet you
4、by name (if know)?称呼您的姓名(如果服务员已经知道)?5. Offer to complete your registration card for you?提议帮助您填写入住登记卡?6. Confirm the room type booked?确认您预定的房间类型?7. Reconfirm your length of stay?再次确认您的入住期限?( )( )( )( )( )( )( )( )( )( )8. Advise you of your room rate?向您说明您的房价?9. Verify your mode of payment?核实您的付款方式?1
5、0. Inform you of your room number and level? 告诉您的房间号和楼层数?( )( )( )( )( )( )( )( )( )( )11. Indicate the direction of the elevators to you?为您指引电梯的方向?12. Inform you of the Service Center Line#3?告诉您宾客服务中心的电话是拨“3”号键?13. Address you by name more than once during registration?在登记过程中不只一次称呼您的姓名?14. Handle t
6、he registration courteously and efficiently?有礼貌,有效率地为您办理入住手续?15. Wish you a pleasant stay? 祝愿您入住愉快?YESNO是否( )( )( )( )Did the Baggage Assistant or Guest Service Agent礼宾部服务员或都宾客服务中心员工有没有1. Escort you to your room (if applicable)?陪同您回您的房间(如果适用)?2. Hold the lift for you (if applicable)?( )( )( )( )( )(
7、 )( )( )( )( )( )( )( )( )( )( )( )( )( )( )( )( )( )( )为您按住电梯(如果适用)?3. Inform you of your room number?告诉您的房间号?4. Introduce other hotel facilities on the way to your room?在送您到房间的途中向您介绍酒店的其他设施?5. Allow you to enter the room first?允许您先进房间。6. Introduce the room and its facilities to you? 向您介绍房间情况及其他设施?
8、A. Door Lock 门锁B. Room TV set & remote control unit 电视及遥控器C. TV set &remote control unit 电视及遥控器D. Coffee/Tee making Facilities 煮茶/咖啡器具E. Electronic safe 电子保险箱F. Message Light and Voice Mail 留言灯及语音信箱G. Hairdryer 电吹风7. Inform you of the Service Center#3?告诉您宾客服务中心的电话是拨“3”号键?( )( )( )( )8. Wish you a pl
9、easant stay?祝愿您入住愉快?9. Did the staff provide further assistance?宾客服务员有否提供更多的帮助?HOW WOULD YOU RATE YOUR ARRIVAL EXPERIENCE?您对您的入住经历如何评?( )Excellent ( )Good ( )Fair ( ) Poor 优 好 一般 差Suggestions for improvement:改进建议: WHILE IN RESIDENCE STAGE-STAGE3进房间-情景3In order to evaluate the services offered by oth
10、er Rooms Division Departments, please follow the instructions indicated for each of the following departments:为了给房务部其他部门的服务作一个评估,请您按以下指引向每个部门要求一个服务项目。YESNO是否( )( )( )( )( )( )( )( )( )( )( )( )Housekeeping Services:客房服务:1. Did the Housekeeper.客房服务员有没有做到.A. Press the doorbell 3 times?按门铃三声,并报上所在部门名称?
11、B. Greet you appropriately? (Good Morning/Afternoon/Evening)?适当地问候(早上好/下午好/晚上好)?C. Introduce himself/herself ?介绍他/她自己?D. Smile?微笑?E. Establish eye contact?目光接触?( )( )( )( )F. Look presentable?看起来很得体?G. Use appropriate language in communication with you?与您沟通过程中使用适用的语言?( )( )( )( )H. Wish you a pleasa
12、nt stay?祝您入住愉快?2. Was the bed properly made up?床是否正确铺好?( )( )( )( )3. Was the bed properly turned down?开床服务是否正确?4. Was the Housekeeper available when needed?客房服务员是否随时准备为您服务?HOW WOULD YOU RATE THE SERVICE OF THE HOUSEKEEPER?您对客房服务如何评价?( )Excellent ( )Good ( )Fair ( ) Poor 优 好 一般 差 Suggestions for imp
13、rovement:改进建议 B. Service Center:服务中心 Request at least one wake-up call during your stay in the hotel 在酒店入住期间至少要求一次早叫服务。Ask the Telephone Operator for a telephone number of your choice.任意向总机询问一个电话号码。YESNO是否( )( )( )( )( )( )( )( )WAKE-UP CALL 叫早服务1. Did the Telephone Operator answer your call within
14、3 rings? 接线生是否在铃响三声内接听电话2. Greet you appropriately (Good morning /Afternoon/Evening) 适当地问候(早上好/下午好/晚上好)3. Did the staff repeat your wake-up call instruction? 宾客服务员是否重复您的叫早服务要求?4. Did the staff enquire if you would like a second wake-up call? 宾客服务是否询问您是否还需要第二次的叫早?( )( )( )( )5. Was the wake-up call r
15、eceived on time? 是否准时给您叫早?6Did the Telephone Operator announce the call clearly?电话接线生的叫早服务是否清晰?( )( )( )( )7. Did the staff wish you a good day? 宾客服务员是否祝您渡过愉快的一天?8. Was there a smile in their voice? 声音里带微笑?INFORMATIOYESNO是否( )( )( )( )( )( )( )( )( )( )咨询处 1. Did the Telephone Operator answer your c
16、all within 3 rings?接线生是否在铃响三声内接听电话?2. Greet you appropriately (Good Morning/Afternoon/Evening)?适当地问候(早上好/下午好/晚上好)3. Did the staff comply with your request?宾客服务员是否完成您的要求?4. Did the staff offer to connect you to the number requested?宾客服务员是否提议为您连接要求的号码?5. Did the staff thank you for calling?宾客服务员是否感谢您的
17、来电?HOW WOULD YOU RATE THE SERVICE OF THE TELEPHONE DEPARTMENT?您对电话部门的服务如何平价?( )Excellent ( )Good ( )Fair ( ) Poor 优 好 一般 差Suggestions for improvement:改进建议 CConcierge Service:礼宾服务 l Request information on tours available.咨询有关的旅游资料。l Request information regarding the soonest available flight to a coun
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