国际五星级酒店暗访质量调查评分标准.docVIP

RESERVATIONS 预定 TOTAL SCORE 0.0% DATE AND TIME日期和时间: 总分 Standards that are different from Hotel IQ, are highlighted in yellow. STANDARD标准 MEET 符合 BELOW不符 N/A没有使用 RESERVATION - STANDARDS 预定 - 标准: 1 Was the telephone answered within 3 rings or 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？ 2 If the call was not answered in 3 rings or 10 seconds, was anapology 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？ 4 Was the background free of any noise or disturbances (i.e. makes the conve