RESERVATIONS 预
定
TO
TA
L
SC
OR
E
%
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 an
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？
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
(. makes the conversation 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）？
5
Did employee obtain guest's name and clarify its
spelling where
required?
得知客人的名字并能清楚地拼写出来？
6
Did employee confirm date in and date out?
是否有与客人确认入住及退房日期？
7
Did the employee clarify if the guest had stayed
before?
如果客人以前入住过，是否可以准确地称呼客人？
8
Did the employee establish the purpose of the visit
(. 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）？
9
Did employee immediately check availability and if
the dates requested were unavailable 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？
10
Were a minimum of two room types/rates offered?
至少提供两种房型/价格供客人选择？
11
Did employee attempt to up sell to a higher room
category by highlighting its benefits (. size, view,
amenities, etc.)?
是否尝试通过房间类型的好处向客人推荐更高级别
的房型（例如：大小，景色，令人舒适的程度等）？
12
Did employee clearly state room rate and what it
included/excluded (. tax, service, meals etc)?
是否清楚房价及房价所包含的内容（例如：税金，
服务费，餐费等）？
13
Did the employee ask for the business (. 'would you
like me to make a booking for you')?
是否请求交易（例如：需要帮您做预订吗）？
14
Did employee offer to take down the guest's address
details?
是否主动记录客人的地址信息？
15
Did employee obtain guest's telephone number?
是否询问客人的电话号码？
16
Did employee obtain guest's fax number or e-mail
address?
是否询问客人的传真号码或者邮箱地址？
17
Did employee request the caller's credit card details
and were they repeated back for verification?
是否要求致电者留下信用卡信息并再三重复确认？
18
Did employee explain cancellation policy and if
applicable, the
deposit policy?
是否向客人解释预订的取消制度？
19
Did the employee clarify the hotel's smoking policy or
clarify the
guest's smoking preference?
是否清楚酒店区域的吸烟政策或者清楚客人是否吸
烟？
RESERVATIONS 预定
TOTAL
SCORE
%
DATE AND TIME 日期和时间: 总分
Reservation - standards….
STANDARD 标准
MEET
符合
BELO
W
不符
N/A
没有使用
20
Did employee ascertain expected time of arrival and
advise the check in time (in the case where the guest
was an early arrival)?
是否清楚客人的到达时间或者告知客人酒店的标准
入住时间（以防客人需要提前入住）？
21
Did the employee clarify if the guest had any personal
preferences (. bed preference)?
是否清楚客人的个人喜好（例如：对床的喜好）？
22
Did employee ascertain if the guest required any
transport arrangements?
如果客人需要接送服务，是否有跟客人确定信息？
23
Did the employee promote at least one other hotel
facility (. offer to make a dinner or spa reservation)?
是否至少推荐一项酒店设施（例如：建议订餐或者
预订 SPA）？
24
Did employee repeat and confirm all details of the
reservation during or at the end of the call?
在电话预订的过程中或者结束前是否有跟客人重复
确认预订信息？
25
Did employee offer reservation number or booking
reference?
是否提供预订确认号或者预订确认信？
26
Did the employee offer his/her name at the end of the
call for any further assistance required?
员工是否在交谈结束前提供自己的名字给客人，以
便客人有其它的需要？
THE EMPLOYEE - BEHAVIOURAL
STANDARDS:
员工 - 行为标准
27
Did the employee speak in a considerate, interested
and
friendly manner and refrain from using any jargon?
谈吐是否体贴，有趣及友好礼貌，并避免使用一些
行话？
28
Did the employee demonstrate good listening skills
(. avoid
repetition of questions) and ask additional questions
where necessary?
是否表现出好的收听技巧（例如：避免重复客人的
问题）和在必要时向客人提出问题？
29
Did employee use the caller's name at least once
during the
interaction?
是否在通话中称呼客人的名字？
30
Was the employee’s speech clear and use of English
adequate to be fully understood?
是否使用英语时吐字清晰并恰当以被充分的了解？
31
Did the call end with the employee offering a warm
and enticing comment regarding the guest's
forthcoming stay?
是否在交谈结束前对于即将入住的客人致予真诚的
问候？
PRODUCT - CONFIRMATION 产品 -
确认:
32
Did employee automatically offer to send a
confirmation?
是否主动发送预订确认信？
33
Was the confirmation received within 24 hours with
the hotel's/group's logo and hotel contact details
present and was all information within the
confirmation correct?
是否在24小时之内可以接收到正确的预订确认信，
包括酒店/集团的标志和酒店的联系方式，以及确认
信的信息是否都是正确的？
34
Did confirmation promote any other hotel facilities
(. restaurants, spa, airport transfers)?
确认信里面是否提供其它的酒店设施（例如：餐厅，
水疗，机场接送服务）？
35
Did confirmation explain cancellation charges?
确认信是否解释取消预订的费用？
TOTAL NUMBER OF STANDARDS 标准总数 :
MEET
符合
BELO
W
不符
N/A
没有使用
35 0 0 0
%
RECEPTION 接
待
TOTAL
SCORE
%
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
CHECK IN - STANDARDS 办理入住 -
标准:
1
Was guest offered assistance immediately or if a
queue was present was he/she positively
acknowledged with hand or facial gestures within
30 seconds of approaching the desk?
如果出现排队，客人是否很快得到帮助，是否有
员工在他/她走近前台的30秒内用手或者面部表
情主动打招呼？
2
If a queue was present was guest offered assistance
within one minute of joining it?
如果有客人在排队，他们可以在站在队列的一分
钟内得到帮助？
3
Did complete check in take no more than 5 minutes
from the time of joining the queue?
从排队等候到办理入住手续的时间总共不超过5
分钟？
4
Was registration card prepared in advance with all
of the correct information given at the time of
reservation present (. address)?
是否提前准备好在预订时提供的所有信息的登记
卡（例如：地址）？
5
If a pen was required, was a hotel branded/corporate
style pen
provided?
如客人需要用笔，是否提供印有酒店标志的笔？
6
Was the room type, special requests (. bed
preference) and
departure date reconfirmed?
是否重新确认房型，特殊要求（例如：床的喜好）
和退房日期？
7
Was guest automatically offered a smoking or non
smoking room (if applicable and not ascertained
during the reservation)?
是否主动为客人提供吸烟或非吸烟房（有合适的
而在做预订时又没有确认）？
8
Did employee offer the guest an
international/national newspaper
(faxed variety acceptable) for the following morning
if guest is staying in a Swissôtel Executive Club
room?
如果客人入住行政楼层的房间，是否在入住期间
的每个早上提供国际/国内的报纸（可接受的类型）
给客人？
9
Did employee arrange porterage assistance?
是否安排行李搬运协助？
10
Did employee arrange for the guest to be escorted to
the room (see rooming) and if this was done by a
second employee, was that employee introduced
to the guest?
如果安排第二位员工护送客人去房间，是否将员
工介绍给客人？
11
If room was not ready on arrival, was guest shown
to lounge area, offered a complimentary beverage
and regularly updated on the situation?
如果房间还没有准备好，客人在大堂的休息区域
逗留，是否提供免费的饮料和定时向客人更新情
况？
THE EMPLOYEE - BEHAVIOURAL
STANDARDS:
员工 - 行为标准
12
Were employees well groomed and immaculately
presented in clean uniforms, polished shoes and, if
applicable, wearing name badges?
是否穿着干净的制服，完美合适的鞋子，佩戴名
牌？
13
Was the employee’s speech clear and use of English
adequate to be fully understood?
是否使用英语时吐字清晰并恰当以被充分的了
解？
14
Did the employees smile and display a genuinely
warm, friendly and interested manner?
是否微笑并展现出热情友好和礼貌？
15
Did employee use the guest's name at least once
during the
interaction?
是否在互动中至少一次称呼客人的名字？
RECEPTION 接待
TOTAL
SCORE
%
DATE AND TIME 日期和时间: 总分
The employee - behavioural standards
continued…
STANDARD 标准
MEET
符合
BELOW
不符
N/A
没有使用
16
Did an employee personalize the interaction in any
way (. engage in polite conversation) and engage
the guests as individuals?
是否以任何方式为客人提供个性化服务（文雅的
谈吐）？
17
Did the employee make eye contact and give the
guest their undivided attention?
目光是否与客人接触并给予一心一意的关注？
18
Did employees respect guest's presence when
interacting with each other?
与客人的互动中是否注意其他客人的存在？
19
Did the employee offer a warm and sincere farewell
at the end of the interaction?
在互动结束时是否热忱与真诚的与客人告别？
TOTAL NUMBER OF STANDARDS 标准总数
:
MEET
符合
BELOW
不符
N/A
没有使用
19 0 0 0
%
RECEPTION 接待
TOTAL
SCORE
%
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
B
E
L
O
W
不
符
N/A
没有使用
CHECK OUT - STANDARDS:退房 - 标准
1
Was guest offered assistance immediately or if a queue
was present was he/she positively acknowledged with
hand or facial gestures within 30 seconds of approaching
the desk?
如果出现排队，客人是否很快得到帮助，是否有员工在
他/她走近前台的30秒内用手或者面部表情主动打招
呼？
2
If a queue was present was guest offered assistance within
one
minute of joining it?
如果有客人在排队，他们可以在站在队列的一分钟内得
到帮助？
3
Did complete check out take no more than 5 minutes from
the time of joining the queue?
从排队等候到办理退房手续的时间总共不超过5分钟？
4
Prior to presenting the bill, did the employee verify if there
were
any last minute charges and post accordingly (. mini bar,
breakfast)?
在出账单之前，是否有询问最后一次的消费情况（例如：
迷你吧，早餐）？
5
Did employee print folio and present to guest for
verification?
是否用对开的纸张打印并出示给客人确认？
6
Was bill clearly itemized in English and was it accurate
and complete?
账单是否用英语完整的准确的列出清单？
7
If a pen was required, was a hotel branded/corporate style
pen
provided?
如客人需要用笔，是否提供印有酒店标志的笔？
8
Did employee clarify the method of payment and then
complete the transaction in a quick and efficient manner?
是否澄清付款方式并快速及高效的完成交易？
9
Was folio presented to guest neatly in a billfold/envelope?
是否将对开的纸张整齐的装进皮夹/信封递给客人？
10
Did employee offer assistance with luggage?
是否协助搬运行李？
11
Did employee offer assistance with onward transport or
reconfirm
any prearranged transport?
是否对交通方式提供协助或者重新确认已预订的交通
服务？
12
Did employee ask at any point if guest had enjoyed their
stay?
如果客人入住非常愉快，是否有询问客人可以打几分？
13
Did the employee offer an invitation to return?
是否邀请客人再次光临酒店？
14
Did employee clarify if the guest was returning to the
room and
ensure that the key card remained operational (if
applicable)?
是否使客人明白如果重新返回房间门卡还可以使用（适
用的话）？
THE EMPLOYEE - BEHAVIOURAL
STANDARDS:
员工 - 行为标准
15
Were employees well groomed and immaculately
presented in clean uniforms, polished shoes and, if
applicable, wearing name badges?
是否穿着干净的制服，完美合适的鞋子，佩戴名牌？
16
Was the employee’s speech clear and use of English
adequate to be fully understood?
是否使用英语时吐字清晰并恰当以被充分的了解？
17
Did the employees smile and display a genuinely warm,
friendly and interested manner?
是否微笑并展现出热情友好和礼貌？
RECEPTION 接待
TOTAL
SCORE
%
DATE AND TIME 日期和时间: 总分
The employee - behavioural standards continued…
STANDARD 标准
MEET
符合
BELOW
不符
N/A
没有使用
18
Did employee use the guest's name at least once during the
interaction?
是否在互动中至少一次称呼客人的名字？
19
Did an employee personalize the interaction in any way
(. engage in polite conversation) and engage the guests
as individuals?
是否以任何方式为客人提供个性化服务（文雅的谈
吐）？
20
Did the employee make eye contact and give the guest
their undivided attention?
目光是否与客人接触并给予一心一意的关注？
21
Did employees respect guest's presence when interacting
with each other?
与客人的互动中是否注意其他客人的存在？
22
Did the employee offer a warm and sincere farewell at the
end of the interaction?
在互动结束时是否热忱与真诚的与客人告别？
TOTAL NUMBER OF STANDARDS 标准总数 :
MEET
符合
BELOW
不符
N/A
没有使用
22 0 0 0
%
ROOMING 房间
TO
TA
L
SC
OR
E
%
DATE AND TIME 日期和时间: 总分
Standards that are different from Hotel IQ, are highlighted in yellow.
STANDARD 标准
MEE
T
符合
BELOW
不符
N/A
没有使用
ROOMING THE GUEST - STANDARDS 客房 -
标准:
1
Did an employee escort the guest to his/her room?
是否有员工护送客人回到他/她的房间吗？
2
Did the employee engage in polite, unobtrusive conversation
with the guest?
员工是否与客人有礼谦虚地对话？
3
Was the employee’s speech clear and use of English adequate to
be fully understood?
员工能清楚运用并充分理解英语吗？
4
Did the employee ascertain if it was the guest's first visit to the
hotel and if it was were the locations of the restaurants, bars and
health spa/fitness facilities pointed out (should be offered as
opposed to automatic for returning guests)?
员工能弄清客人是否首次入住，是否知道餐厅，酒巴，健身
中心的位置(是否应该提供不同于常客的服务）？
5
Was the key card operation explained (where required)?
能说明房卡的使用（哪里需要）？
6
Once at the room did the employee offer the option of a room
orientation?
员工能提供给客人房间方向的选择吗？
7
Did the employee point out heating/air-conditioning controls?
员工能指出暖气/空调的开关控制吗？
8
Did employee explain any complex technical aspects of the
room (. electric curtains, audiovisual equipment, shower
controls,
etc.)
员工能解释房间所有复杂的技术方面的问题（例如：电子窗
帘、音像设备、淋浴开关等）
9
Did employee advise how the internet could be accessed in the
room (. via Wi-Fi or cable) and who to contact for technical
assistance?
员工能告知应如何在房间连通因特网（例如：无线路由器或
有线网络）和出现技术问题时应联系谁？
10
Did employee point out location of in room bar (if not in a
prominent position) and mention any complimentary offerings
(if applicable)?
员工能指出房间具体
11
Did employee mention the valet/laundry services?
员工能说出洗衣服务吗？
12
Did employee point out any master switches for lighting (if
applicable)?
员工能指出任何电灯的主要的开关（如果可以的话）？
13
Did employee point out location of hairdryer (if necessary)?
员工能指出风筒的位置（如果有需要的话）？
14
Did employee point out directory/room service menu?
员工能指出黄页/送餐服务菜单吗？
15
Did employee point out in room safe?
员工能指出房间里的保险箱吗？
16
Did the employee offer any additional service before departing
(. pressing, coffee/tea, etc.) and offer his/her name and/or a
contact number?
员工对即将离店的客人能提供额外的服务（例如：净烫，咖
啡/茶等）和提供他/她的名字或电话号码？
TOTAL NUMBER OF STANDARDS 标准总数 :
MEE
T
符合
BELOW
不符
N/A
没有使用
16 0 0 0
%
PORTER/DOORMA
N 门童
TO
TA
L
SC
OR
E
%
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
B
E
L
O
W
不
符
N/A
没有使用
ARRIVAL - DOORMAN - STANDARDS 抵达 - 门童
- 标准:
1
Was a porter/doorman present on arrival and if he was busy did he
positively acknowledge guest with hand or facial gesture?
门童迎接到店客人时，如果他在忙，他是否用手势或面部表情明确
地告知客人？
2
Did employee offer assistance opening car doors on arrival?
员工是否主动帮助到店客人打开车门？
3
Did the employee welcome the guest to the hotel using the hotel
name?
4
Did employee offer assistance with luggage and confirm the number of
pieces?
员工是否主动帮助客人搬运行李并确认其数量？
5
Did employee open hotel entrance door for guest (unless automated
or revolving door)?
客人进入酒店入口时，员工是否为客人开门（自动门或旋转门除
外）？
6
If arrival by car, did employee offer to valet the car, give instructions
on how to call for the car and provide a car collection ticket?
如果客人开车到达酒店，员工是否主动伺候客人停车，告知客人如
何取车并提供停车票？
7
Did an employee escort the guest to reception and introduce him/her
by name to the receptionist or use technology (. mike/headpiece) to
pass on guest's name?
员工是否陪同客人到前台并介绍他/她的名字给前台接待员或者使
用设备（即话筒/双耳式耳机）通知前台接待员客人的名字？
8
If not, did the employee provide a luggage ticket, explain the luggage
handling procedure and offer directions to the reception desk?
如果没有，员工是否提供行李票，解释行李操作程序及提供前台的
方向位置给客人吗？
9
Did the employee manage the flow of traffic at the entrance to the hotel
so that it was fluent and unobstructed (. not restricted by over
parking)?
员工是否控制酒店入口处的车流量使其畅通无阻（换而言之，无车
辆停放限制）？
ARRIVAL - PORTER - FUNCTIONAL STANDARDS:
抵达 - 门童 - 职能标准
10
Did the porter arrive at the guest's room within 10 minutes of check in
with the correct luggage?
门童是否在客人登记入住的十分钟内运送正确的行李到客人房间？
11
Did the employee knock on the door/ring the doorbell and if required
wait ten seconds, and then knock on the door/ring the doorbell again
before entering the room?
是否员工敲门/按门铃必须等待10秒，然后在进入客房前再一次敲
门/按门铃？
12
Did the employee place the luggage on to the luggage rack/bench in
the correct position (. zipper facing the guest) and if a rack was not
available did the employee offer to get one?
员工是否在正确的位置放置行李在行李架/长椅上（即在客人面前
扣上拉链）如果行李架不可用，员工是否主动提供？
13
Did employee offer to hang the suit carrier/coat?
员工是否主动悬挂西装外套/上衣？
14
In the case where the guest had to wait for his room, was the luggage
placed into the room prior to his/her arrival?
假如客人一定要在他的房间等侯行李，那么行李是在客人到达之前
放到房间吗？
15
Was the luggage service organized and professional?
行李服务是否专业有条理？
PORTER/DOORMAN 门童
TOTAL
SCORE
%
DATE AND TIME 日期和时间: 总分
STANDARD 标准
MEET
符合
BELOW
不符
N/A
没有使用
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
16
Were employees well groomed and immaculately presented in clean
uniforms, polished shoes and, if applicable, wearing the Swissôtel
doorman uniform with shoe buckles, bow tie and name badges?
员工的制服是否呈现出干净整洁，皮鞋光亮? 如果适用，可穿着瑞
士酒店门童制服并佩戴鞋扣，蝶形领结以及名徽?
17
Was the employee’s speech clear and use of English adequate to be
fully understood?
员工的言谈是否清晰并且英语的使用充分能让人完全理解？
18
Did the employees smile and display a genuinely warm, friendly and
interested manner?
员工是否面带微笑并显露出真诚热情，友好及关注的态度？
19
Did employee use the guest's name at least once during the
luggage delivery process?
在行李交付过程中，员工是否至少一次称呼客人姓名？
20
Did an employee personalize the interaction in any way (. engage in
polite conversation) and engage the guests as individuals?
员工是否以任何方式促进个性化的互动（即参加礼貌性的交谈）及
以单独的形式参与客人的交谈？
21
Did the employee make eye contact and give the guest their undivided
attention?
员工是否与客人做眼神交流并给予他们全心的关注？
22
Did employees respect guest's presence when interacting with each
other?
员工是否尊重客人的存在，并相互交流？
TOTAL NUMBER OF STANDARDS 标准总数 :
MEET
符合
BELOW
不符
N/A
没有使用
22 0 0 0
%
PORTER/DO
ORMAN 门童
T
O
T
A
L
S
C
O
R
E
%
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
BEL
OW
不符
N/A
没有使用
PORTER'S DEPARTURE - STANDARDS 离店 -
门童 - 标准 :
1
Was the telephone answered within 3 rings or 10 seconds with an
appropriate greeting and the department identified?
是否电话铃响3声/10秒之内接听电话且致以恰当的问候并报所
属部门？
2
If the call was not answered in 3 rings or 10 seconds, was an
apology extended?
如果电话没有在铃响3声/10秒之内接听，是否为其道歉？
3
Did employee confirm number of luggage pieces to be collected?
员工是否确认所搬运的行李的件数？
4
Was luggage collected from room within 10 minutes of telephone
request?
是否在客人电话要求的10分钟内到房间搬运行李？
5
If there is a delay in luggage collection was guest informed of the
delay and estimated new collection time?
是否存在客人延迟通知以至行李搬运延误的情况，然后判断新的
搬运时间？
6
Did the employee knock on the door/ring the doorbell and if
required wait ten seconds, and then knock on the door/ring the
doorbell again before entering the room?
是否员工敲门/按门铃必须等待10秒，然后在进入客房前再一次
敲门/按门铃？
7
Did the employee offer to retrieve the guest's car or arrange
onward transportation?
员工是否协助寻找客人的车或者安排交通工具？
8
Did employee confirm the number of pieces to be collected and in
the case of the luggage being stored was a luggage collection ticket
offered at the point of collection?
员工是否在协助搬运之前确认搬运的件数以及就行李的存储提
供行李搬运票？
9
Did the employee offer any additional service before departing?
在出发之前员工是否提供任何额外的服务？
10
Was the luggage service organized and professional?
行李服务是否专业有条理？
DOORMAN DEPARTURE - FUNCTIONAL
STANDARDS:
离店 - 门童 - 职能标准
11
Did the employee pack the guest's luggage into the transport and
confirm the number of luggage pieces at the point of departure?
是否员工把客人的行李装上运输工具并在出发前确认行李的件
数？
12
Did the employee offer car door assistance?
员工是否提供开车门的协助？
13
Did employee thank the guest and extend an invitation to return?员
工是否感谢客人并邀请他下次再来？
THE EMPLOYEE - BEHAVIOURAL
STANDARDS:
员工 - 行为标准
14
Were employees well groomed and immaculately presented in clean
uniforms, polished shoes and, if applicable, wearing the Swissôtel
doorman uniform with shoe buckles, bow tie and name badges?
员工的制服是否呈现出干净整洁，皮鞋光亮? 如果适用，可穿着
瑞士酒店门童制服并佩戴鞋扣，蝶形领结以及名徽?
15
Was the employee’s speech clear and use of English adequate to be
fully understood?
员工的言谈是否清晰并且英语的使用充分能让人完全理解？
16
Did the employees smile and display a genuinely warm, friendly
and interested manner?
员工是否面带微笑并显露出真诚热情，友好及关注的态度？
PORTER/DOORMAN 门童
TOTAL
SCORE
%
DATE AND TIME 日期和时间: 总分
The employee - behavioural standards continued…
STANDARD 标准
MEET
符合
BELOW
不符
N/A
没有使用
17
Did employee use the guest's name at least once during each
interaction?
员工是否在互动过程中至少一次称呼客人的姓名？
18
Did an employee personalize the interaction in any way (.
engage in polite conversation) and engage the guests as individuals?
员工是否以任何方式促进个性化的互动（即参加礼貌性的交谈）及以单
独的形式参与客人的交谈？
19
Did the employee make eye contact and give the guest their undivided
attention?
员工是否与客人做眼神交流并给予他们全心的关注？
20
Did employees respect guest's presence when interacting with each other?
员工是否尊重客人的存在，并相互交流？
TOTAL NUMBER OF STANDARDS 标准总数 :
MEET
符合
BELOW
不符
N/A
没有使用
20 0 0 0
%
GUEST
SERVICES/CONCIERG
E
客服/礼宾
TO
TA
L
SC
OR
E
%
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
GUEST SERVICES/CONCIERGE -
STANDARDS:
客服/礼宾 - 标准
1
Was a Clefs d'Or concierge employee visible during the stay
(city
hotels only)?
在入住期间是否可见到金钥匙礼宾员？（仅指城市酒店）
2
Was the telephone answered within 3 rings or 10 seconds
with an
appropriate greeting and the department identified?
是否电话铃响3声/10秒之内接听电话且致以恰当的问候
并报所属部门？
3
If the call was not answered in 3 rings or 10 seconds, was an
apology extended?
如果电话没有在铃响3声/10秒之内接听，是否为其道歉？
4
Was the background free of any noise or disturbances (.
makes the conversation difficult to hear or causes a
distraction)?是否空间背景无任何杂音或干扰（即进行对
话时听说困难或者使人分心）？
5
Was guest not left holding for more than 30 seconds on the
telephone?
是否让客人在电话中处于等候状态超过30秒？
6
Was guest offered assistance immediately or if a queue was
present was he/she positively acknowledged with hand or
facial gestures within 30 seconds of approaching the desk?
是否立即给客人提供协助即如果队列中的他/她积极地以
手势或面部表情示意将在30秒内将走进前台？
7
If a queue was present was guest offered assistance within
one minute of joining it?
是否在客人加入队列的一分钟内提供援助？
8
Was the employee able to offer a good range of restaurant
recommendations (minimum of 2), based on the type of
food required?
员工是否能够提供一系列良好的餐厅推荐（最少两家），
根据所需食物的类型？
9
Did the employee automatically offer to make any
restaurant reservations on the guest's behalf and offer
directions where required?
员工是否为客人着想而主动提供任何餐厅的预定以及所
要求的指示说明？
1
0
Was the employee knowledgeable regarding nearby places
of interest (. theatre, tourist sights, sporting activities,
shopping)?员工是否对附件的景点了如指掌（即剧院，旅
游胜地，健身房，商场）？
1
1
Was employee able to assist with onward travel
arrangements (. flights, taxi, boat)?
员工是否能够协助客人做出行工具的安排（即飞机，出
租车，船）？
1
2
Did concierge desk have an up to date supply of brochures?
礼宾台是否有最新的宣传册的供应？
1
3
Did the employee offer accurate directions with a
complimentary map of surrounding area?
员工是否提供准确的周边地区的免费地图？
1
4
Were all messages/faxes/requested items delivered within
15 minutes?
是否所有的电子信息/传真/所要求的项目在15分钟内递
交？
1
5
Was all written information clear, legible and presented on
hotel paper?
是否酒店文件所呈现的的所有书面信息都清晰，易懂？
1
6
Did employee offer complete and thorough solutions to all
requests put forward and offer their name for any further
assistance required?
员工是否对所有要求都提供全面而周到的解答并提供他
们的姓名以便要求任何进一步的协助？
1
7
Did the employee ask questions to fully understand the
guest's needs and respond with accurate information?
员工是否为了完全明白客人的需求而提问并回答准确的
信息？
GUEST
SERVICES/CONCIERGE
客服/礼宾
TOTAL
SCORE
%
DATE AND TIME 日期和时间: 总分
STANDARD 标准
MEET
符合
B
E
N/A
没有使用
L
O
W
不
符
THE EMPLOYEE - BEHAVIOURAL
STANDARDS:
员工 - 行为标准
1
8
Were employees well groomed and immaculately presented
in clean uniforms, polished shoes and, if applicable, wearing
name badges?
员工的制服是否呈现出干净整洁，皮鞋光亮? 如果适用，
可穿着瑞士酒店门童制服并佩戴鞋扣，蝶形领结以及名
徽?
1
9
Was the employee’s speech clear and use of English
adequate to be fully understood?
员工的言谈是否清晰并且英语的使用充分能让人完全理
解？
2
0
Did the employees smile and display a genuinely warm,
friendly and interested manner?
员工是否面带微笑并显露出真诚热情，友好及关注的态
度？
2
1
Did the employees use the guest's name at least once during
the
interactions (where possible)?
员工是否在互动过程中至少一次称呼客人的姓名（可能
发生的地点）？
2
2
Did an employee personalize the interaction in any way (.
engage in polite conversation) and engage the guests as
individuals?
员工是否以任何方式促进个性化的互动（即参加礼貌性
的交谈）及以单独的形式参与客人的交谈？
2
3
Did the employee make eye contact and give the guest their
undivided attention during all interactions?
员工是否与客人做眼神交流并给予他们全心的关注？
2
4
Did employees respect guest's presence when interacting
with each other?
员工是否尊重客人的存在，并相互交流？
TOTAL NUMBER OF STANDARDS 标准总数 :
MEET
符合
B
E
L
O
W
不
符
N/A
没有使用
24 0 0 0
%
WAKE UP CALL 叫醒服务
TOTAL
SCORE
%
DATE AND TIME 日期和时间: 总分
Standards that are different from Hotel IQ, are highlighted in yellow.
STANDARD 标准
ME
ET
符合
BE
LO
W
不
符
N/A
没有使用
THE WAKE-UP CALL REQUEST -
STANDARDS:
叫醒服务申请 - 标准
1 Was the telephone answered within 3 rings or 10
seconds with an
appropriate greeting and the department identified?
是否在三声响内接听电话，同时在10秒内适当的问
候和表明部门？
2
If the call was not answered in 3 rings or 10 seconds,
was an
apology extended?
如果在三声内或十秒内没有接听电话，是否有向对
方道歉？
3
Was the background free of any noise or disturbances
(.
makes the conversation difficult to hear or causes a
distraction)?
电话是否通话清晰和无杂音干扰（例如通话时难以
听清或者受到干扰)?
4
Did employee confirm the caller's request by
repeating back key details (room/time) to ensure
correct understanding?
员工是否有通过重复重点（房间/时间）来确认，确
保理解正确？
5
Did the employee offer any additional service before
finishing the call (. second call, coffee in the
morning or just any additional service)?
员工是否在结束电话前有提供任何额外服务（例如
再次回拨、早晨咖啡或者任何其他额外的服务）？
DELIVERING THE WAKE UP CALL -
STANDARDS:
叫醒服务操作 - 标准
6
Was the wake up call personalised (. not recorded)?
叫醒电话是否个人化的（例如：不作记录）？
7
Was wake up call received within 5 minutes of
requested time?
叫醒电话在要求的时间里5分钟内接通？
8
When delivering the wake up call did employee use
the appropriate greeting?
当员工接通叫醒电话后有适当地问候吗？
9
When delivering the wake up call did the employee
announce time of day?
当员工接通叫醒电话后是否有告知当日的时间？
THE EMPLOYEE - BEHAVIOURAL
STANDARDS:
员工 - 行为标准
1
0
Did the employee speak in a considerate, interested
and
friendly manner and refrain from using any jargon?
员工是否以体贴，友好和感性趣的态度说话以及避
免使用不良言词。
1
1
Did employee use the guest's name at least once both
when the wake up call was placed and when it was
delivered?
当客人的叫醒服务到点并须叫醒时，是否有称呼客
人的名字至少一次？
1
2
Was the employee’s speech clear and use of English
adequate to be fully understood?
员工的言语以及英语的使用是否清晰明了并让人
充分理解。
1
3
Did the call end with the employee offering a warm,
sincere
and positive closing?
员工是否热情的，真诚的，积极的结束服务。
TOTAL NUMBER OF STANDARDS 标准总数 :
ME
ET
符合
BE
LO
W
不
符
N/A
没有使用
13 0 0 0
%
HOUSEKEEPIN
G - ARRIVAL
客房服务 - 抵达
T
O
T
A
L
S
C
O
R
E
0
.
0
%
DATE AND TIME 日期和时 总
间: 分
Standards that are different from Hotel IQ, are highlighted in yellow.
STANDARD 标准
M
E
E
T
符
合
B
E
L
O
W
不
符
N/A
没有使用
BEDROOM 卧室:
1
Was carpet/tiles/wood flooring clean
and free of stains?
地毯，瓷砖，木板地面是否干净没有
污迹？
2
Were all walls, doors, baseboards
clean and free of scuffs?
所有的墙，门，护壁板是否干净没有
破损？
3
Were ceilings and vents clean and free
of any dust?
天花板和抽风口是否干净没有灰尘？
4
Was room at a comfortable
temperature on arrival and free of
odour?
已安排预到客人的房间是否温度适
宜并没有异味？
5
Was bed valance/skirting neatly
arranged and clean (if applicable)?
床裙是否干净整洁？（如果适当的
话）
6
Was the headboard clean and in good
repair?
床头板是否干净，破损处得到及时修
理？
7
Was bed made with clean linen, which
was free of stains or tears?
是否使用洁净，没有污迹或者破损的
布草铺床？
8
Were the
bedspread/duvet/blankets/scatter
cushions/bolsters
clean?
床罩，羽绒被，毛毯，床尾巾，枕头
是否洁净？
9
Was all upholstered furniture clean
and free of stains?
有套子的家具是否干净没有污迹？
1
0
Were all furniture surfaces clean and
dust/smear free?
所有的家具的表面是否干净并没有
灰尘或污迹？
1
1
Were all picture/door/mirror frames
clean and dust free?
是否所有的挂画，门，镜框干净没有
灰尘？
1
2
Were all
windows/mirrors/chrome/metal
surfaces clean and free
of smears?
是否所有的窗，镜子，金属表面都干
净没有污迹？
1
3
Were curtains/voiles/shutters/blinds
clean and properly fitted?
是否窗帘，窗纱，百叶窗，遮光帘都
干净并配备恰当？
1
4
Was waste paper basket clean and in
good condition?
废纸篓是否干净并状态良好？
1
5
Was there a clean ashtray or
equivalent dish present in smoking
rooms?
在可吸烟房里是否放置有干净的烟
灰缸或者类似的碟子？
1
6
Was a notepad, pen/pencil available
next to each telephone in the room?
房间每台电话旁边是否放置有便签
本，圆珠笔或者铅笔？
1
7
Were wardrobes/drawers clean and
free of any scuffs, dust or debris?
衣柜，抽屉是否干净没有任何磨损，
灰尘或者烂碎屑？
1
8
Was television clean and correctly
tuned in?
电视机是否干净并能收看？
1
9
If there were clocks in the room did
they all display the correct time and
were they synchronized within two
minutes of each
other?
如果房里有钟，它是否时间准确并且
误差都在二分钟之内？
2
0
Were all light fixtures in bathroom and
bedroom working
properly and were they clean and dust
free?
所有的浴室和卧室的灯光设备正常
运作并且洁净没有灰尘？
2
1
Was balcony clean, swept and all
balcony furniture clean and set up
(weather permitting)?
阳台干净，所有的阳台的家具都打扫
干净并放置好（如果天气允许的
话）？
HOUSEKEEPIN
G - ARRIVAL
客房服务 - 抵达
T
O
T
A
L
S
C
O
R
E
0
.
0
%
DATE AND TIME 日期和时
间:
总
分
STANDARD 标准
M
E
E
T
符
合
B
E
L
O
W
不
符
N/A
没有使用
BATHROOM 浴室:
2
2
Was the bathroom completely mould
free?
浴室是否没有霉菌？
2
3
Were the floor, walls, door and
ceilings clean?
地面，墙壁，门和天花是否干净？
2
4
Was the shower, bath, sink and toilet
clean?
淋浴，浴缸，水槽和厕所是否干净？
2
5
Was shower/bath/sink controls
polished?
淋浴，浴缸，水槽是否能良好地控制？
2
6
Was shower curtain/door clean?
浴帘或浴室门是否干净？
2
7
Were all counters, shelves and soap
dishes clean and dry?
所有的柜台，架子和肥皂碟是否干爽
洁净？
2
8
Was waste paper bin clean, in good
condition and did bin liner not go over
the reem?
废纸篓是否干净，状态良好，垃圾垫
是否没有盖住周围的细缝？
2
9
Was there a full box of tissues, a well
presented toilet roll and a spare toilet
roll available?
纸巾盒是否是满的，有没有提供一卷
厕纸和准备好一卷备用的厕纸？
3
0
Were there 2 x clean drinking water
glasses covered with stancaps or
placed upside down on to coasters (not
wrapped in plastic)?
是否有2个干净的（有杯盖的）或者
倒置放在杯垫上的水杯？（非塑料
包装的）
3
1
Were all towels clean, unstained and
in good repair?
所有的毛巾是否干净，没有污迹并修
补得当？
3
2
Were bathrobes present on arrival and
were they clean and in good repair?
预到房是否已放置有干净的，没有破
损的浴袍？
3
3
Were all amenities neatly arranged?
是否所有的设施都已整洁地安排好
了？
TOTAL NUMBER OF
STANDARDS 标准总数 :
M
E
E
T
符
合
B
E
L
O
W
不
符
N/A
没有使用
33 0 0 0
%
TURNDOWN 开夜床服
务
TO
TA
L
SC
OR
E
%
DATE AND TIME 日期和时间: 总分
Standards that are different from Hotel IQ, are highlighted in yellow.
STANDARD 标准
ME
ET
符合
BE
LO
W
不
符
N/A
没有使用
BEDROOM 卧室:
1
Was a turndown service provided between 18h00 and
22h00
daily?
开夜床服务时间是否在每天的下午6点到晚上10点
之间？
2
Did the employee knock on the door/ring the doorbell
and if required wait ten seconds, and then knock on
the door/ring the doorbell again before entering the
room?
员工敲门，按门铃是否需要等候10秒钟，然后在进
入房间之前是否再次敲门按门铃？
3
If a do not disturb sign was present was a calling
card/door knob card left under/on the door or a
message left on the telephone?
如果请勿打扰灯亮了，要求服务卡或挂在门把手的
卡掉在门下或当有留言条在电话旁边时呢？
4
If the employee was encountered was he/she well
presented and did they greet the guest with a smile?
如果员工刚好遇见客人在房间时会微笑着问候客
人吗？
5
If guest was present in the room during turndown,
did the employee offer/arrange to return at a later
convenient time?
如果开夜床时客人在房，员工是否会安排在晚点的
比较方便的时间再去？
6
Were the scatter cushions removed and the bedspread
either folded back or removed and if removed were
they not placed directly on to the floor?
拿开床尾巾和床罩，是否要折叠起来或移开，如果
拿开它们，是否不能直接放在地上？
7
Did employee fold back sheets neatly and adjust
pillows
accordingly?
员工是否整齐的折叠床单并相应地调整好枕头？
8
Was a bedside mat and slippers laid out?
床边有席子和托鞋陈列出来吗？
9
Did employee draw curtains/blinds/shutters neatly and
fully or two third if view is exceptional?
员工是否能把窗帘，遮光帘，百叶窗拉整齐并拉紧，
或拉到三分之二（如果外面风景优美的话）？
1
0
Did employee turn bedside lamp on and in the case of
key activated lighting had the lighting been adjusted
accordingly when the key card was inserted?
当一键式开关的灯光根据房卡的插入而被调整时，
员工是否会打开床头灯？
1
1
Did employee leave room service breakfast card in a
prominent
position?
员工是否会把早餐送餐卡放在一个明显的地方？
1
2
Did employee empty waste bins and ashtrays?
员工会清空垃圾桶和烟灰缸吗？
1
3
If the guest moved the hotel amenities were they left
in the
position they were placed?
如果客人移动了酒店的设施，它们是否被放在所移
之处？
1
4
Were the guest's clothes folded/neatly arranged and
his/her
shoes paired?
客人的衣服是否已折叠整齐的而他（她）的鞋子是
否是成双的？
1
5
Was all change or jewellery left untouched?
所有的零钱或珠宝首饰是否已放在接触不到之处？
1
6
Was stationery replenished where required (. when
all of one type of stationery was missing)?是否需要
补充文具（例如：当一整个文具盒不见了的时候）
1
7
Were any used glasses or room service soiled plates
and cutlery
removed from room?
客人用过的杯子或送餐服务的餐盘和刀叉是否要
拿出房间？
TURNDOWN 开夜床服
务
TO
TA
L
SC
OR
E
%
DATE AND TIME 日期和时间: 总分
Bedroom continued…
STANDARD 标准
ME
ET
符合
BE
LO
W
不
符
N/A
没有使用
1
8
Was television remote control placed on bed side table
or on the turn down tray?
电视遥控器是否放在床头柜或是在夜床服务盘内
BATHROOM 浴室:
1
9
If towels were placed on the floor or in the bathtub did
employee replace the towels with clean ones?
如果毛巾放在地上或在浴缸里，员工是否会将其换
成干净的？
2
0
Was a bathmat laid out in front of the shower/bath?
防滑垫是否放置在淋浴器/浴缸前？
2
1
Were all empty or almost empty amenities replaced
(. if less than 1/3 full)?
是否更换空的/快要用完的浴室用品（少于1/3）
2
2
Was the shower/bath/sink and floor wiped down?
淋浴器/浴缸/洗手盆和地面有否擦拭干净？
2
3
Was the toilet serviced?
厕所有否检修？
2
4
Were bathroom water glasses cleaned and replaced?
浴室的漱口杯有否清洗与更换？
2
5
Did employee tidy guest's personal toiletries (.
replace lids, neatly arrange and/or place items on to a
washcloth/linen cloth)?
员工有否整理客人的私人洗漱用品（例如更换盖子，
合理布置和放置巾类用品/布草）？
TOTAL NUMBER OF STANDARDS 标准总数 :
ME
ET
符合
BE
LO
W
不
符
N/A
没有使用
25 0 0 0
%
SERVICING 服务
TO
TA
L
SC
OR
E
%
DATE AND TIME 日期和时间: 总分
Standards that are different from Hotel IQ, are highlighted in yellow.
STANDARD 标准
ME
ET
符合
BE
LO
W
不
符
N/A
没有使用
SERVICING OF GUEST'S ROOM 客房
服务:
1
Was servicing completed by 16h00 each day or within
two hours of hanging/activating the please service my
room sign/light?
当客房发出服务提示后是否在16:00前或两小时内
完成服务？
2
Did the employee knock on the door/ring the doorbell
and if required wait ten seconds, and then knock on
the door/ring the doorbell again before entering the
room?
员工是否敲门/按门铃，等待10秒，并在进入房间前
再次敲门/按门铃？
3
%
4
If the employee was encountered was he/she well
presented and did they greet the guest with a smile?
如果与员工相遇时其是否有良好问候或展示微笑？
5
If guest was present in the room during servicing,
did the employee offer/arrange to return at a later
convenient time?
当客人进入房间时如遇上清洁中，工作人员是否提
供或安排其他时间继续？
6
Was carpet/tiles/wood flooring freshly
vacuumed/mopped and free of any debris?
地毯/瓷砖/木地板是否经过吸尘或打扫后气味清新
及没有碎屑？
7
Was bed neatly made with clean linen which was free
of stains or tears and was the bedspread/throw and
decorative cushions replaced?
床上用品是否清洁并没有污迹或有将破损的床单
软垫更换？
8
Did employee draw curtains fully and neatly?
员工有否将窗帘完全和整齐地拉上？
9
Did employee empty waste bins and ashtrays?
员工有否清空垃圾箱和烟灰缸？
1
0
If the guest moved the hotel amenities were they left
in the
position they were placed?
当客人离开酒店设施，是否为客人保管遗留酒店的
物品？
1
1
Were the guest's clothes folded/neatly arranged and
his/her
shoes paired?
客人的衣服有否折叠/整齐地摆放和他/她的鞋子是
否配对？
1
2
Was all change or jewellery left untouched?
所有的零钱或者珠宝是否没有动过？
1
3
Was stationery replenished where required (. when
all of one type of stationery was missing)?
必需的信纸有否得到补充（即当所有类型的信纸缺
少）
1
4
Were any used glasses or room service soiled plates
and cutlery removed from room?
所有旧的玻璃杯或者送餐弄脏的盘子和餐具有否
从房间撤走？
1
5
Were any used laundry bags/lists replaced (if all
bags/lists were
removed)?
所有旧的洗衣袋/单有否替换（如果所有的洗衣袋/
单被拿走）？
1
6
Were any blown light bulbs replaced?
所有有问题的灯泡有否替换？
BATHROOM 浴室:
1
7
If towels were placed on the floor or in the bathtub did
employee replace the towels with clean ones?
如果毛巾被放置于地上或者在浴缸里，员工有否替
换干净的毛巾？
1
8
Were bathrobes re-hung?
浴衣有否重新悬挂？
SERVICING 服务
TO
TA
L
SC
OR
E
%
DATE AND TIME 日期和时间: 总分
Bathroom continued….
STANDARD 标准
ME
ET
符合
BE
LO
W
不
符
N/A
没有使用
1
9
Were all empty or almost empty amenities replaced
(. if less than 1/3 full)?
有否替换所有空的或者差不多空的浴室用品（即如
果少于1/3）?
2
0
Was the shower/bath/sink and floor cleaned?
淋浴/浴室/水槽和地板有否清洁？
2
1
Was the toilet serviced?
厕所是否使用正常？
2
2
Were all bath/shower and sink controls polished and
was bathroom counter clean, dry and free of any
debris?
所有沐浴/淋浴或浴缸开关是否光亮或浴室角落是
否干净没有任何碎屑？
2
3
Were all mirrors clean and free of smears and was the
shower curtain/door clean?
所有的镜子是否干净没有污点，和淋浴门帘/门是否
干净？
2
4
Were bathroom water glasses cleaned and replaced?
浴室玻璃水杯有否清洁和替换？
2
5
Did employee tidy guest's personal toiletries (.
replace lids, neatly arrange and/or place items on to a
washcloth/linen cloth)?
员工是否会整理客人的个人卫浴用品（即替换盖子，
整齐地排列/放置到毛巾/麻布上）？
TOTAL NUMBER OF STANDARDS 标准总数 :
ME
ET
符合
BE
LO
W
不
符
N/A
没有使用
25 0 0 0
%
LAUNDRY 洗衣服务
TO
TA
L
SC
OR
E
%
DATE AND TIME 日期和时间: 总分
Standards that are different from Hotel IQ, are highlighted in yellow.
STANDARD 标准
ME
ET
符合
BE
LO
W
不
符
N/A
没有使用
COLLECTION 收纳:
1
Was the telephone answered within 3 rings or 10
seconds with an
appropriate greeting and the department identified?
是否电话铃响3声/10秒之内接听电话,打招呼和报
部门？
2
If the call was not answered in 3 rings or 10 seconds,
was an
apology extended?
如果未能在电话玲响3声/10秒之内接听电话，是否
主动道歉？
3
Was laundry/pressing collected within 10 minutes of
request?
洗衣/烫衣要求是否在10分钟内收取？
4
Did the employee knock on the door/ring the doorbell
and if required wait ten seconds, and then knock on
the door/ring the doorbell again before entering the
room?
员工是否敲门/按门铃，等待10秒，并在进入房间前
再次敲门/按门铃？
5
Did employee confirm with guest that the laundry list
was in the bag and if not did the employee offer to
complete it on the guest's behalf?
员工是否与客人确认袋内的洗衣单，如果没有员工
是否考虑客人的利益提供完成填写洗衣单？
DELIVERY AND PRESENTATION:送
回和摆放
6
Was all laundry/pressing delivered within specified
time?
是否全部洗衣/烫衣在规定的时间内送达？
7
If any delay in delivery time, was guest informed
immediately?
如果送达时间延迟，是否立即通知客人？
8
If a do not disturb sign was present was a calling
card/door knob card left under/on the door or a
message left on the telephone?
是否提供请勿打扰提示并放于房卡插口/房门把手
处或放置提示信息于电话机旁？
9
Were all collected items returned and if so were they
returned as requested (. folded, on a hanger etc.)?
所有收集到的物品是否归还？例如被要求归还物
品例如文件夹、衣架等？
1
0
Were all laundry items appropriately cleaned, pressed
and free of
odour?
是否将所有的洗衣项目以合适的方式清洗、熨烫和
除味？
1
1
If stain could not be removed from garment was the
guest informed through a printed card or via a
telephone message?
如果不能去除衣服上的污渍，是否会在卡片上注明
或者通过电话通知客人？
1
2
Were any personal items left in clothes (. money,
business cards, etc.) returned?
是否归还客人遗留在衣服里的私人物品（即钱、名
片，等）？
1
3
Were all hanging garments returned on good quality
hangers (. not wire) and covered in plastic (plastic
n/a for pressing)?
悬挂衣服被归还时是否配上质量良好的衣架（即非
金属）和以塑料覆盖（非冲压塑料）
1
4
Were folded garments delivered in a box/basket/tray?
折叠的衣服是否装在箱子/篮子/盘子？
1
5
Were buttons replaced if fallen off or loose?
如果纽扣掉落或者松散有否替换？
LAUNDRY 洗衣服务
TO
TA
L
SC
OR
E
%
DATE AND TIME 日期和时间: 总分
Delivery and presentation continued…
STANDARD 标准
ME
ET
符合
BE
LO
W
不
符
N/A
没有使用
1
6
In the case of French cuffs, were clips used?
针对法式袖口，是否会使用夹子？
1
7
Were garments free of any staples, pins or laundry
tags?
服装是否没有任何钉书钉、 针脚或洗衣标签？
1
8
Were any shoes given for cleaning returned on time,
cleaned/polished to a good standard and well
presented?
所有的鞋子是否按时清洗归还，清洁/擦磨到优良的
标准和良好的呈现？
THE EMPLOYEE - BEHAVIOURAL
STANDARDS:
员工 - 行为标准
1
9
Were employees well groomed and immaculately
presented in clean uniforms, polished shoes and, if
applicable, wearing name badges?
员工仪容仪表是否良好，穿着干净的制服，擦亮的
鞋子，如果可适用的，穿戴名牌？
2
0
Was the employee’s speech clear and use of English
adequate to be fully understood?
员工的语音是否清晰，使用适当的英语充分理解？
2
1
Did the employees smile and display a genuinely
warm, friendly and interested manner?
员工是否微笑，显示真诚的热情，友好的和感兴趣
的风貌？
2
2
Did employee use the guest's name at least once
during each
interaction?
在每次谈话中员工是否至少称呼客人名字一次？
2
3
Did the employee make eye contact and give the guest
their
undivided attention during the interaction?
员工在与客人互动中是否有目光接触并给客人专
心关注？
TOTAL NUMBER OF STANDARDS 标准总数 :
ME
ET
符合
BE
LO
W
不
符
N/A
没有使用
23 0 0 0
%
