1房务部模拟运作计划ROOMDIVISIONFO2GUESTPROFILE客人档案NAME_______________________________________________(UnderlineSurname)姓名(姓氏写在下划横线)COMPANY_______________________________________________公司DEPARTMENT_______________________________________________部门POSITION_______________________________________________职位HOME/COMPANYADDRESS_______________________________________________家庭/公司地址_____________________________________________________________________________________________________________________________________________TELEPHONENO_______________________________________________联系电话FAXNO_______________________________________________传真号码PASSPORT/IDNO_______________________________________________护照/身份证号码PLACEOFISSUE_______________________________________________发证地DATEOFISSUE_______________________________________________发证日期NATIONALITY_______________________________________________国籍3房务部模拟运作计划SimulationEvaluationQuestionnaire情景模拟评估调查表Pleaseanswerthefollowingquestionsbyputtingatick()intheappropriatebracket.(N/A:Notapplicable)请回答以下的问题,并在适当的括号内打“√。RESERVATIONSTAGE–STAGE1预订---情景1DidtheReservationsstaff……….预订部服务员有没有做到……YESNO是否1.Answerthetelephonewithin3rings?()()在3声铃声内接听电话?2.Handlethecallcourteously?()()彬彬有礼地接听您的电话?3.Speakinapleasantandwell-modulatedvoice?()()声音愉悦,音量适中?4.Usethecaller’snameduringtheconversation?()()在通话当中称呼您的姓名?5.Handlethereservationrequestefficiently?()()很有效率地处理你的预订要求?6.Confirmbookingdetails?()()确认每个预订细节?7.Requestcontactdetailsofcaller?()()询问您的具体联系方式?8.Thankyouforyourbooking?()()感谢您的预订?HOWWOULDYOURATETHESERVICEOFTHERESERVATIONSDEPARTMENT?您对预订部门的服务如何评价?()Excellent()Good()Fair()Poor优好一般差Suggestionsforimprovement:改进建议4房务部模拟运作计划CHECK-INSTAGE–STAGE2登记入住---情景2A.EntranceServices:大堂门口服务DidtheBaggageAssistant..........YESNO礼宾部服务员有没有做到……是否1.Smileandestablisheyecontact?()()保持微笑并与您有目光接触?2.Greetyouappropriately(GoodMorning/Afternoon()()/Evening)?适当的问候(早上好/下午好/晚上好)?3.Extendawarmwelcome?()()热情地欢迎您?4.Addressyoubyname(ifknown)?()()称呼您的姓名(如果服务员已经知道)?5.Offerassistancewithbaggage(ifrelevant)?()()帮助您提运行李(如果合适的话)?B.ReceptionServices:前台接待服务DidtheGuestServiceAgent……..YESNO宾客服务员有没有做到……是否1.Smileandestablisheyecontact?()()保持微笑并与您有目光接触?2.Greetyouappropriately(GoodMorning/Afternoon()()/Evening)?适当的问候(早上好/下午好/晚上好)?3.Extendawarmwelcome?()()热情地欢迎您?4.Greetyoubyname(ifknown)?()()称呼您的姓名(如果服务员已经知道)?5.Offertocompleteyourregistrationcardforyou?()()提议帮助您填写入住登记卡?6.Confirmtheroomtypebooked?()()确认您预订的房间类型?7.Reconfirmyourlengthofstay?()()再次确认您的入住期限?8.Adviseyouofyourroomrate?()()向您说明您的房价?9.Verifyyourmodeofpayment?()()核实您的付款方式?10.Informyouofyourroomnumberandlevel?()()告诉您您的房间号和楼层数?5房务部模拟运作计划CHECK-INSTAGE–STAGE2登记入住---情景2YESNO是否11.Indicatethedirectionoftheelevatorstoyou?()()为您指引电梯的方向?12.InformyouoftheServiceCenterLine#3?()()告诉您宾客服务中心的电话是拨“3”号键?13.Addressyoubynamemorethanonceduring()()Registration?在登记过程中不只一次称呼您的姓名?14.Handletheregistrationcourteouslyandefficiently?()()有礼貌、有效率地为您办理入住手续?15.Wishyouapleasantstay?()()祝愿您入住愉快?DidtheBaggageAssistantorGuestServiceAgent….YESNO礼宾部服务员或者宾客服务中心员工有没有做到……是否1.Escortyoutoyourroom(ifapplicable)?()()陪同您回您的房间(如果适用)?2.Holdtheliftforyou(ifapplicable)?()()为您按住电梯(如果适用)?3.Informyouofyourroomnumber?()()告诉您您的房间号?4.Introduceotherhotelfacilitiesonthewaytoyour()()room?在送您到房间的途中向您介绍酒店的其他设施?5.Allowyoutoentertheroomfirst?()()允许您先进房间?6.Introducetheroomanditsfacilitiestoyou?()()向您介绍房间情况及其他设施?A.DoorLock门锁()()B.RoomTVset&remotecontrolunit电视及遥控器()()C.Mini-fridge迷你吧()()D.Coffee/Teamakingfacilities煮茶/咖啡器具()()E.Electronicsafe电子保险箱()()F.MessageLightandVoiceMail留言灯及语音信箱()()G.Hairdryer电吹风()()7.InformyouoftheServiceCenter#3?()()告诉您宾客服务中心的电话是拨“3”号键?8.Wishyouapleasantstay?()()祝愿您入住愉快?6HOWWOULDYOURATEYOURARRIVALEXPERIENCE?您对您的入住经历如何评价?()Excellent()Good()Fair()Poor优好一般差Suggestionsforimprovement:改进建议7房务部模拟运作计划WHILEINRESIDENCESTAGE–STAGE3进房间—情景3A.HousekeepingServices:客房服务:1.DidtheHousekeeper………YESNO2.客房服务员有没有做到……是否A.Pressthedoorbellproperly?()()正确地按门铃,并报上所在部门名称?B.Greetyouappropriately()()(GoodMorning/Afternoon/Evening)?适当地问候(早上好/下午好/晚上好)?C.Introducehimself/herself?()()介绍他/她自已?D.Smile?()()微笑?E.Establisheyecontact?()()目光接触?F.Lookpresentable?()()看起来很得体?G.Useappropriatelanguageincommunication()()withyou?与您沟通过程中使用适当的语言?H.Wishyouapleasantstay?()()祝您入住愉快?2.Wasthebedproperlymadeup?()()床是否正确铺好?3.Wasthebedproperlyturneddown?()()开床服务是否正确?4.WastheHousekeeperavailablewhenneeded?()()客房服务员是否随时准备为您服务?HOWWOULDYOURATETHESERVICEOFTHEHOUSEKEEPER?您对客房服务如何评价?()Excellent()Good()Fair()Poor优好一般差Suggestionsforimprovement:改进建议8房务部模拟运作计划InordertoevaluatetheservicesofferedbyotherRoomsDivisionDepartments,pleasefollowtheinstructionsindicatedforeachofthefollowingdepartments:为了给房务部其他部门的服务作一个评估,请您按以下指引向每个部门要求一个服务项目。B.TelephoneDepartment:电话房Requestatleastonewake-upcallduringyourstayinthehotel在酒店入住期间至少要求一次叫早服务。AsktheTelephoneOperatorforatelephonenumberofyourchoice.任意向总机询问一个电话号码。WAKE-UPCALLYESNO叫早服务是否1.DidtheTelephoneOperatoransweryourcall()()within3rings?接线生是否在铃响三声内接听电话?2.Greetyouappropriately(GoodMorning/Afternoon()()/Evening)?适当地问候(早上好/下午好/晚上好)?3.Didthestaffrepeatyourwake-upcallinstruction?()(