酒店管理导论__酒店品质检查细则评分表(中英文).docxVIP

酒店品质检查细则评分表 　 评分表标准得分总计500分，酒店硬件缺项部分可在计算得分率时在分母中去掉该项分值。???????????????????????? 五星级酒店最低得分率90%，四星级酒店最低得分率85%，三星级酒店最低得分率为75%。??????????? 得分率=实际得分/标准得分×100%。　　检查项目 Check List标准得分?? Tatol实际得分?? Actual% PAGE   PAGE \* MERGEFORMAT 72 1. Front Office 前厅　　　1.1 Operator? 总机701.2? Reservation? 预订部1201.3 Station Counter/Arrival 接机服务1401.4 Check-in 接待部1701.5 Morning Call 叫醒服务601.6? Information? 问询处 1001.7 Concierge? 礼宾部1201.8 Checking Out 收银1101.9? Overall Impression of Front Office 整体印象330前台得分Front Office Sub Tatol 12202. Rooms 客房2.1? Room Evaluation? 客房评估3802.2 Room Make Up and Turn Down Service 房间收拾与开夜床1902.3 Laundry 洗衣1702.4? Mini Bar? 迷你吧 1502.5 Overall Room Comfort 舒适程度140客房得分Rooms Sub Tatol10303. Food Beverage 餐饮3.1 Buffet Breakfast? 自助早餐2003.2? Chinese Restaurant Service中餐厅3203.3 Western Restaurant 西餐厅 3703.4 Bar/Coffee shop/Lobby Bar 咖啡厅/酒吧2303.5? Room Service 送餐服务 2903.6 ?Overall Comfort in Dining Areas 整体餐厅舒适程度240餐饮得分Food Beverage Sub Tatol16504. Other services 其它4.1 Recreation –Fitness Center 康乐设施 3204.2 Business Center商务中心804.3 Retail Outlets商店904.4 Souvenir Shop? 纪念品商店904.5 Engineering Maintenance工程/维修110其它得分Other Services Sub Tatol6905. Facilities for safety the handicap 安全设施5.1? Facilities for Safety 安全设施1105.2 Handicap People and Child-care Service儿童/伤残人士设施80安全设施得分Safty Handicap Sub Tatol1906. Overall Impression of Hotel 整体印象6.1 Hotel Outdoor Area 酒店户外地区606.2 Corridors 走廊706.4 Public Restrooms 公共洗手间90整体印象得分Overall Impression Sub Tatol220酒店总得分Hotel Grand Tatol50000???1. Front Office?? 前台? ???1.1? Operator? 总机标准得分?? Tatol实际得分?? Actual1.? It was answered within 3 rings.电话三响内接听12. Did the operator greet the guest and stated the name of the hotel? 接线生有道出酒店名称和向客人致意13.? Does the operators speak wi