国际五星级酒店暗访质量调查评分标准.pdfVIP

国际五星级酒店暗访质量 调查评分标准 0.0% Standards that are different from Hotel IQ, are highlighted in yellow. MEET BELOW N/A STANDARD 标准 符合 不符 没有使用 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and 1 the department identified? 在三声或者十秒内接听电话，问候并报出部门？ If the call was not answered in 3 rings or 10 seconds, was an 2 apology extended? 假如无法在三声或者十秒内接听电话，是否会表达 歉意？ If caller is put on hold did it not exceed 30 3 seconds? 是否将电话置于等候档不超过三十秒？ Was the background free of any noise or disturbances (i.e. makes the conversation 4 difficult to hear or causes a distraction)? 背景是否没有噪音或者其它干扰（例如：让对话难 于听清楚或者心烦意乱）？ Did employee obtain guests name and clarify its spelling where 5 required? 得知客人的名字并能清楚地拼写出来？ Did employee confirm date in and date out? 6 是否有与客人确认入住及退房日期？ Did the employee clarify if the guest had 7 stayed before? 如果客人以前入住过，是否可以准确地称呼客人？ Did the employee establish the purpose of the 8 visit (i.e. business, leisure, special occasions, etc.)? 是否知道客人本次住宿的目的（例如：商务、休闲 旅行、特殊庆典等）？ Did employee immediately check availability and if the dates requested were unavailable 9 were alternative dates offered? 是否可以迅速的确认入住期间可提供房间予客人或 者无法提供时可以主动提供另一日期供客人选择？ Were a minimum of two room types/rates 10 offered? 至少提供两种房型 / 价格供客人选择？ Did employee attempt to up