集团运营审计评分表最新版

2ndLast3rdLast%scoreLastAuditAuditAuditAverageChange得分上一轮访查上二轮访查上三轮访查平均分差异Arrival/Departure抵店/离店0.00.00.00.0#DIV/0!#DIV/0!HotelRoom酒店客房0.00.00.00.0#DIV/0!#DIV/0!PublicArea公共区域0.00.00.00.0#DIV/0!#DIV/0!Food&Beverage酒店餐饮0.00.00.00.0#DIV/0!#DIV/0!HealthClub健身中心0.00.00.00.0#DIV/0!#DIV/0!Fire,LifeSafety消防安保0.00.00.00.0#DIV/0!#DIV/0!StaffGeneral员工0.00.00.00.0#DIV/0!#DIV/0!#DIV/0!0.00.00.0#DIV/0!#DIV/0!%scoreLastAudit2ndLast3rdLastArrival/Departure0.00.00.00.0HotelRoom0.00.00.00.0PublicArea00.00.00.0Food&Beverage00.00.00.0HealthClub0.00.00.00.0Fire,LifeSafety00.00.00.0StaffGeneral00.00.00.0%scoreLastAudit2ndLast3rdLastTotalExperience体验总评#DIV/0!0.00.00.0GeneralImpressionofTotalExperience:体验总评SUMMARY概述TotalExperience体验总评0.00.10.20.30.40.50.60.70.80.91.0Arrival/DepartureHotelRoomPublicAreaFood&BeverageHealthClubFire,LifeSafetyStaffGeneral%scoreLastAudit2ndLast3rdLast0.00.10.20.30.40.50.60.70.80.91.0%scoreLastAudit2ndLast3rdLastTotalExperience体验总评1448444930773GeneralPage2of832ndLast3rdLast%scoreLastAuditAuditAuditAverageChange得分上一轮访查上二轮访查上三轮访查平均分差异1.1Reservations预订0.00.00.00.0#DIV/0!#DIV/0!1.2Airport机场服务0.00.00.00.0#DIV/0!#DIV/0!1.3Limousine轿车服务0.00.00.00.0#DIV/0!#DIV/0!1.4ArrivalatHotel抵店0.00.00.00.0#DIV/0!#DIV/0!1.5CheckIn登记入住0.00.00.00.0#DIV/0!#DIV/0!1.6RoomingGuest引领入房0.00.00.00.0#DIV/0!#DIV/0!1.7WakeUpCall叫醒电话[phone]#DIV/0!#DIV/0!1.8ExecutiveFloor行政楼层0.00.00.00.0#DIV/0!#DIV/0!1.9DeparturefromRoom离开房间0.00.00.00.0#DIV/0!#DIV/0!1.10CheckOut退房0.00.00.00.0#DIV/0!#DIV/0!1.11DeparturefromHotel离店0.00.00.00.0#DIV/0!#DIV/0!0.00.00.00.0#DIV/0!#DIV/0!%scoreLastAudit2ndLast3rdLast1.1Reservations00.00.00.01.2Airport00.00.00.01.3Limousine00.00.00.01.4ArrivalatHotel00.00.00.01.5CheckIn00.00.00.01.6RoomingGuest00.00.00.01.7WakeUpCall00.00.00.01.8ExecutiveFloor00.00.00.01.9DeparturefromRoom00.00.00.01.10CheckOut00.00.00.01.11DeparturefromHotel00.00.00.0%scoreLastAudit2ndLast3rdLastTotal00.00.00.0%scoreLastAudit2ndLast3rdLastTotalArrival/DepartureExperience抵店/离店经历总评0.00.00.00.0GeneralImpressionofArrivalandDepartureExperience:抵店/离店体验总体印象ARRIVALANDDEPARTURE抵店、离店TotalArrival/DepartureExperience抵店/离店经历总评00.10.20.30.40.50.60.70.80.91ReservationsAirportLimousineArrivalatHotelCheckInRoomingGuestWakeUpCallExecutiveFloorDeparturefromRoomCheckOutDeparturefromHotel%scoreLastAudit2ndLast3rdLast0.00.20.40.60.81.0%scoreLastAudit2ndLast3rdLastTotalArrival/DepartureExperience抵店/离店经历总评14484449307731-Arrival&DeparturePage3of83Catergory&QuestionsAnswerComments分类及问题回答点评No.序号100%YesScore2MajorityMet70-100%Score1NotApplicableScore0NoScore(-1)总人数向客人推荐合适的房型,说明房型的优点为何适合该客人到达和离店日期使用恰当的问候语,报出部门、名字，主动提供服务来电者的联系方式询问入住原因,以便提供最合适的房型供挑选Ifguesthasstayedbefore(History).Enquiresreasonforstaysoastoprovidebestapplicableroomchoice.AdvisesapplicableRoomType&explainsbenefitsonwhythissuitscaller.客人以前是否曾入住过CompanyNameifapplicableforCorporateRateArrival&DepartureDatesArrivalTimeNumberofpersonstraveling如果是公司价，尽量询问公司名称Personalpreferencesi.e(bedtype-non/smoking-High/Lowflooretc.)抵店时间MakesclosingMayIconfirmthatroomforyouorsimilar结束预订前，与客人确认房间预订FOLLOWINGINFORMATIONISREQUESTED询问以下信息ContactInformationofcallerAppropriategreeting,DepartmentName,Associatename,&offertoassist.Telephoneisansweredbyassociatewithin3rings客人喜好（大小床，无/吸烟，高低楼层等）1.1.81.1.91.1.11.1.21.1.3RESERVATIONS预订电话铃响3声内接起1.1.41.1.51.1.61.1.71.1.101.1.111.1.1214484449307731-Arrival&DeparturePage4of830000重复所有预订信息Friendly,PoliteandgoodEnglishlevelReservationsTotal预订总分房间售完的情况下，能够交叉销售和提供其他可选择入住的日期友善、礼貌、英文良好合适的情况下，询问是否需要安排车辆接机，并询问航班详情说明无担保、客房保留的截止时间等相关规定通过信用卡或其他方式担保ExplaintheNonGaurantee,NoShowetcpolicyGuaranteebyCreditCardorother被问及时，熟练介绍酒店设施及服务确定客人的需求后，提供至少两种房型供选择，如商务、休闲或特殊房型等InformsofanybenefitsthatareincludedIfapplicableOfferstransportationfromairportandenquiresflightdetails预订结束前，说明房价含税后的总和Offersdescriptionofatleast2roomtypesafteridentifyingcallerneedi.e.Business,Leisure,SpecialOccasionetc.告知确认号，通过电邮/传真发送确认函Usestheguestnameatleast3timesduringconversationInformsroomratewithalltaxesandofferstoclosethebooking.说明所享受的优惠待遇Offersconfirmationnumberandemail/faxconfirmation在通话中，称呼客人名字，至少3次Knowledgeableabouthotelandserviceswhenasked.Cross-sell/checkalternatedatesifsold-outsituation.Closescallwithappropriatepolitecomment结束通话前，使用恰当的礼貌用语Associatesoldroommatchingneeds,productandbenefitnotsellingrate推荐的房型应符合客人需要，推销产品和优惠待遇，而不是房价RecapsalldetailsreceivedOffersorInforms告知事项1.1.141.1.151.1.161.1.201.1.211.1.131.1.171.1.181.1.191.1.221.1.231.1.241.1.251.1.2614484449307731-Arrival&DeparturePage5of83No.序号100%YesScore2MajorityMet70-100%Score1NotApplicableScore0NoScore(-1)0000Destinationisreconfirmed员工需核对客人姓名是否与用车预订一致Associatewelcomesguestwithapropergreetingandsmilewhilemaintainingeyecontact员工面带微笑，并用适当的问候语迎接客人，同时保持目光与客人接触AIRPORT机场服务被问及时，熟悉介绍当地的景点和服务彬彬有礼地向客人告别，至少称呼客人姓名2次在等候车时，员工友好地与客人攀谈快速帮助客人拿行李箱包Guestisofferedpartingpleasantriesandnameisusedatleast2timesKnowledgeableabouthotelandserviceswhenasked.被问及时，熟练介绍酒店设施及服务KnowledgeableaboutlocalsightsandserviceswhenaskedGuestscarryingluggageorbagswillbeofferedimmediateassistance员工仪表仪容整洁，制服整齐，佩带名牌指示牌在明显的位置