房务部模拟运作计划.doc

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1、1房务部模拟运作计划ROOM DIVISION FO2GUEST PROFILE客人档案NAME _(Underline Surname)姓名（姓氏写在下划横线）COMPANY _公司DEPARTMENT _部门POSITION _职位HOME/COMPANY ADDRESS _家庭/公司地址_TELEPHONE NO _联系电话FAX NO _传真号码PASSPORT / ID NO _护照/身份证号码PLACE OF ISSUE _发证地DATE OF ISSUE _发证日期NATIONALITY _国籍3房务部模拟运作计划Simulation Evaluation Questionnai

2、re情景模拟评估调查表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“。RESERVATION STAGE STAGE 1预订-情景 1Did the Reservations staff.预订部服务员有没有做到YES NO是 否1. Answer the telephone within 3 rings? ( ) ( )在 3 声铃声内接听电话？2. Handle the call cou

3、rteously? ( ) ( )彬彬有礼地接听您的电话？3. Speak in a pleasant and well-modulated voice? ( ) ( )声音愉悦，音量适中？4. Use the callers name during the conversation? ( ) ( )在通话当中称呼您的姓名？5. Handle the reservation request efficiently? ( ) ( )很有效率地处理你的预订要求？6. Confirm booking details? ( ) ( )确认每个预订细节？7. Request contact detail

4、s of caller? ( ) ( )询问您的具体联系方式？8. Thank you for your booking? ( ) ( )感谢您的预订？HOW WOULD YOU RATE THE SERVICE OF THE RESERVATIONS DEPARTMENT?您对预订部门的服务如何评价？( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差Suggestions for improvement:改进建议4房务部模拟运作计划CHECK-IN STAGE STAGE 2登记入住- 情景 2A. Entrance Services: 大堂门口

5、服务Did the Baggage Assistant. YES NO礼宾部服务员有没有做到 是 否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 known)? ( ) ( )称呼您的姓名(如果服务员已经知道 )?5. Off

6、er assistance with baggage (if relevant)? ( ) ( )帮助您提运行李(如果合适的话 )?B. Reception Services: 前台接待服务Did the Guest Service Agent. YES NO宾客服务员有没有做到 是 否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 w

7、arm welcome? ( ) ( )热情地欢迎您?4. Greet you by name (if known)? ( ) ( )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? ( ) ( )确认您预订的房间类型?7. Reconfirm your length of stay? ( ) ( )再次确认您的入住期限?8. Advise you of your room rate? ( ) (

8、 )向您说明您的房价?9. Verify your mode of payment? ( ) ( )核实您的付款方式?10. Inform you of your room number and level? ( ) ( )告诉您您的房间号和楼层数?5房务部模拟运作计划CHECK-IN STAGE STAGE 2登记入住- 情景 2 YES NO 是 否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? ( ) (

9、)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 the 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？Did the Baggage Assistant or Guest Service Agent. YES NO礼宾部服务员或者宾客服务中心

10、员工有没有做到 是 否 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)? ( ) ( )为您按住电梯（如果适用）？3. Inform you of your room number? ( ) ( )告诉您您的房间号？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

11、 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？A. Door Lock 门锁 ( ) ( )B. Room TV set & remote control unit 电视及遥控器 ( ) ( )C. Mini-fridge 迷你吧 ( ) ( )D. Coffee/Tea making facilities 煮茶/咖啡器具 ( ) ( )E. Electronic safe 电子保险箱 ( ) ( )F. Message Light an

12、d 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 pleasant stay? ( ) ( )祝愿您入住愉快？6HOW WOULD YOU RATE YOUR ARRIVAL EXPERIENCE?您对您的入住经历如何评价？( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差Suggestions for improvement:改进

13、建议7房务部模拟运作计划WHILE IN RESIDENCE STAGE STAGE 3进房间情景 3A. Housekeeping Services:客房服务：1. Did the Housekeeper YES NO2. 客房服务员有没有做到 是 否A. Press the doorbell properly? ( ) ( )正确地按门铃,并报上所在部门名称？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

14、? ( ) ( )介绍他/她自已？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当的语言？H. Wish you a pleasant 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

15、 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 improvement:改进建议8房务部模拟运作计划In order to evaluate the services offered by other

16、 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。B. Telephone Department: 电话房 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叫早服务。 Ask the Telephone Operator for a telepho

17、ne number of your choice.任意向总机询问一个电话号码。WAKE-UP CALLYES NO叫早服务 是 否 1. Did the Telephone Operator answer your call ( ) ( )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 repeat your wake-up call instruction? ( ) (

18、)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?宾客服务员是否询问您是否还需要第二次叫早？5. Was the wake-up call received on time? ( ) ( )是否准时给您叫早？6. Did 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

19、祝您渡过愉快的一天？INFORMATIONYES NO咨询处 是 否1. Did the Telephone Operator answer your call ( ) ( )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你的要求？4. Did the staff offer to conne

20、ct you to the number ( ) ( )房务部模拟运作计划9Requested?宾客服务员是否提议为您连接您要求的号码？5. Did the staff thank you for calling? ( ) ( )宾客服务员是否感谢您的来电？HOW WOULD YOU RATE THE SERVICE OF THE TELEPHONE DEPARTMENT?您对电话部门的服务如何评价？( ) Excellent ( ) Good ( ) Fair ( ) Poor优 好 一般 差Suggestions for improvement:改进建议10房务部模拟运作计划Concier

21、ge Service: 礼宾服务 Request information on tours available.咨询有效的旅游信息。 Request information regarding the soonest available flight to a country or city of your choice.询问能最快到达您所选择国家或城市的有效航班的资料。 Ask for directions to the nearest bank, post office, place of worship or hospital. (Please choose one only)询问指路（

22、只选一个）：最近的银行、邮局、大使馆、教堂或医院。TOUR INFORMATIONYES NO旅游咨询 是 否1. Were you greeted with a smile and an offer of ( ) ( )assistance?宾客服务员是否微笑和提供帮助？2. Was the information given clear and complete? ( ) ( )提供的信息是否清晰完整？3. Was your request handled in a polite, friendly and ( ) ( )professional manner?宾客服务员是否友好、礼貌并且

23、专业地处理您的要求？4. Did the staff offer to book the tour for you? ( ) ( )宾客服务员是否向您提出为您预订旅游行程？5. Was further assistance offered? ( ) ( )是否提供进一步的帮助？DIRECTIONSYES NO指路 是 否1. Were you greeted with a smile and an offer of ( ) ( )assistance?宾客服务员是否微笑和提供帮助？2. Was the information given clear and complete? ( ) ( )提供的信息是否清晰完整？3. Did the staff use a map to indicate directions? ( ) ( )宾客服务员是否运用地图引路？4. Was your request handled in a polite, friendly ( ) ( )and professional manner?宾客服务员是否友好、礼貌并且专业地处理您的要求？5. Was further assistance offered? ( ) ( )是否提供进一步的帮助？