酒店模拟运作计划doc.doc

前厅部模拟运作计划 Simulation Evaluation Questionnaire 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1 Did the Guest Service Agent ………. 宾客服务员有没有做到…… YES NO 是 否 Answer the telephone within 3 rings? ( ) ( ) 在3声铃声内接听电话？ Handle the call courteously? ( ) ( ) 彬彬有礼地接听您的电话？ Speak in a pleasant and well-modulated voice? ( ) ( ) 声音愉悦，音量适中？ Handle the reservation request efficiently? ( ) ( ) 很有效率地处理你的预订要求？ Confirm booking details? ( ) ( ) 确认每个预订细节？ Request contact details of caller? ( ) ( ) 询问您的具体联系方式？ Thank you for your booking? ( ) ( ) 感谢您的预订？ HOW WOULD YOU RATE THE SERVICE OF THE RESERVATION? 您对预订服务如何评价？ ( ) Excellent ( ) Good ( ) Fair ( ) Poor 优 好 一般 差 Suggestions for improvement: 改进建议 前厅部模拟运作计划 CHECK-IN STAGE – STAGE 2 登记入住---情景2 Entrance Services: 大堂门口服务 Did the Baggage Assistant.......... YES NO 礼宾部服务员有没有做到…… 是 否 Smile and establish eye contact? ( ) ( ) 保持微笑并与您有目光接触? Extend a warm welcome? ( ) ( ) 热情地欢迎您? Offer assistance with baggage (if relevant)? ( ) ( ) 帮助您提运行李(如果合适的话)? 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 Smile and establish eye contact? ( ) ( ) 保持微笑并与您有目光接触? Extend a warm welcome? ( ) ( ) 热情地欢迎您? Offer to complete your registration card for you? ( ) ( ) 提议帮助您填写入住登记卡? Confirm the room type booked? ( ) ( ) 确认您预订的房间类型? Reconfirm your length of stay? ( ) ( ) 再次确认您的入住期限? Advise you of your room rate? ( ) ( ) 向您说明您的房价? Verify your mode of payment? ( ) ( ) 核实您的付款方式? Inform you of your room number and level? ( ) ( ) 告诉您您的房间号和楼层数? 前厅部模拟运作计划 CHECK-IN STAGE – STAGE 2 登记入住---情景2 YES NO 是 否 Indicate the direction of the e