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国际五星级酒店餐厅暗访标准

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发表于 2020-1-22 05:02:26 | 显示全部楼层 |阅读模式
一、"RESERVATION 预定:"





1 "Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and the department identified?





电话是在三声内或十秒内接起并使用合适的电话礼仪,报出部门了吗?"





2 "If the call was not answered in 3 rings or 10 seconds, was an  apology extended?





没有在三声内和十秒内接起的电话,有道歉吗?"





3 "Did the employee obtain the guest's name and use the caller's name at least once during the conversation?





在对话的过程中,员工获取客人的姓名并至少使用一次来电者的姓名吗?"





4 "Did employee obtain number of people dining, the dining time and the telephone/room number?





员工有获取客人用餐号,用餐时间,电话/房号了吗?"





5 "Did the employee repeat and confirm the details?





员工有重复并确认细节吗?"





6 "Did the call end with the employee offering a warm and sincere closing?





通话结束时员工有使用温暖真诚的结束语吗?"





7 "Was the guest greeted or acknowledged within 30 seconds upon entering the restaurant?





从客人进餐厅30秒内,有欢迎或识别认出客人吗?











8 "Did the employee seat the guest within one minute of their arrival at a fully laid table?





员工有在客人进入后一分钟内使客人在一个整理好的座位旁吗?"





9 "Did employee offer chair assistance, remove covers if necessary and present the menu/wine list?





员工有为客人拉椅子,如有必要侧掉多余的口布并递出菜单/酒单了吗?"





10 "In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues only)?





如果单人用餐,有提供报纸/读物(适用于全天用餐的地点)吗?"





11 "Did employee explain any specials of the day where applicable (i.e. soup, fish, etc.) or any items not available?





员工有解释每日推荐(如:汤,鱼等)或者不可提供的项目?"





二、"SERVICE 服务:





12 "Was a pre-meal drink offered within 2 minutes of seating?





入座两分钟内有提供餐前饮品吗?"





13 "Did waiter automatically suggest mineral water with the meal?





服务员有建议就餐的矿泉水吗?"





14 "Did the waiter approach and greet the guest within 10 minutes to take the food order?





服务员有在10分钟内走进并与客人打招呼然后为客人点单吗?"





15 "Was waiter able to answer any questions with regard to the menu and its ingredients?





员工能够回答有关菜单和其中部分的问题吗?"





16 "Did the employee accommodate any reasonable off menu requests?





员工能够顺应满足客人提出的菜单以外的合理要求吗?"











17 "Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?





员工有获得完整的点单内容(如:烹饪说名,附带品等)?"酒店内参微信号:ehotelier





18 "Did waiter automatically suggest a starter and side orders (if applicable) for each guest?





员工有主动给客人推荐开胃品和小菜(如果合适)为每位客人?"酒店内参微信号:ehotelier





19 "Were a variety (minimum of two types) of breads/rolls and butter automatically served or equivalent (i.e. prawn crackers, olive oil etc.)?





有多种(至少两种)面包/面包卷和配带的黄油和其它配料(如:橄榄油等)?"





20 "Was the wine/beverage order taken within 2 minutes following the food order?





在点单后两分钟内为客人提供酒水了吗?"





21 "Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal?





员工/斟酒服务员的酒水知识丰富并能为客人建议配餐的合适葡萄酒吗?"





22 "Was the correct drinks order served within 5 minutes of order?





客人点的饮品是在五分钟内提供的吗?"





23 "Were drinks served and cleared using a tray?





用托盘来上和撤酒水了吗?"





24 "In the case of a fine dining restaurant, was an amuse bouche served?





对于好的餐饮餐厅,有提供娱乐点子吗?"





25 "Was the starter served within 15 minutes of order, unless the employee advised of an expected delay due to preparation times?





开胃品是在点单后内提供的吗?由于需要准备时间,如果没有告知拖延时间。"





26 "Was the main course served within 20 minutes of starter being removed or within 30 minutes if no starter was ordered?





主菜是在开胃菜撤掉后20分钟内提供的吗?或者如果没有开胃菜是在30分钟内提供的吗?"





27 Were all plated items served with as little disruption to the guest as possible?





28 "Was the order correct and complete?





上的菜正确完整吗?"酒店内参微信号:ehotelier





29 "Were all appropriate condiments automatically offered (i.e. mint sauce, horseradish, mustard, ketchup etc.) and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?





有适宜的调味品主动提供(薄荷酱,山葵,芥末,番茄酱等),调味品有恰当的容器成装(或从瓶中倒出一部分"











30 "Did waiter automatically offer additional bottle of wine/water upon completion of the first?





当一瓶酒水饮用完,服务员有主动再提供一瓶吗?"





31 "Were dishes cleared within 3 minutes of all guests finishing their meals?





所有的碟子是在所有客人用餐完毕后三分钟内清走的吗?"





32 "Did the waiter remove side plate, side knife, butter and cruets and then crumb down the table on completion of main course?"





33 "Did the waiter automatically offer desserts?





员工有主动提供甜点吗?"





34 "Was dessert served within ten minutes of order being taken unless the employee informed the agent of an expected delay?





如果员工没有告知需要拖延预期上菜时间,甜品是在点单后10分钟内提供的吗?"





35 "Did waiter automatically offer coffee/tea and clarify the guest's





coffee/tea preference (i.e. cappuccino, espresso etc.)?





服务员有主动提供咖啡/茶并确定客人的喜好了吗?"





36 "Was coffee/tea served within 5 minutes of order or within 5 minutes of the dessert being cleared?





咖啡/茶是在甜品撤走5分钟内或点单后5分钟内提供的吗?"





37 "Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?





有给客人提供搭配咖啡/茶使用的牛奶/奶油并选择喜欢食用的糖(白糖,红糖,果糖)吗?"





38 "Did a selection of petit fours/mints/pastries/biscuits accompany the coffee/tea (or equivalent)?





可以选择一种配合着咖啡/茶使用的花色小蛋糕/薄荷/糕点/饼干吗?"





39 "Did waiter automatically offer coffee/tea refills?





服务员有主动给客人填充咖啡/茶吗?"





40 "Did waiter suggest dessert wine and/or post-meal drinks?





服务员有推荐甜酒和/或餐后饮了吗?"











41 "Was the bill provided within three minutes of request in a clean billfold with a hotel pen and was it clearly itemized and correct?





账单装在带有酒店标志笔的账单夹内并项目清晰正确了吗?"





三、"WINE/BEVERAGE SERVICE 酒水服务:"





42 "Did the waiter present the wine to the guest and open the bottle at the table?








员工示酒并开瓶吗?"





43 "Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory fill the glass accordingly?





员工先倒出少量给客人品尝,确定客人满意后在适当的倒酒吗?"





44 "Was red wine served at room/appropriate temperature and white/rose wine chilled?





红酒在室温或适宜温度提供,白酒/玫瑰酒冷冻了吗?"





45 "Did the waiter top up the glass as required?





服务员有根据需要填酒吗?"





46 "Was the beverage poured in front of the guest in the case of canned, bottled or mixed drinks (i.e. not prepoured)?





对于瓶装,灌装,或混合饮(没有提前倒的)酒水在客人面前倒的吗?"





47 "Did waiter offer an additional beverage within 2 minutes of drink being empty?





服务员有在客人酒水的两分钟内再提供吗?"





四、"THE EMPLOYEE - BEHAVIOURAL STANDARDS 雇员- 行为标准:"





48 "Were employees well groomed and immaculately presented in





clean uniforms, polished shoes and, if applicable, wearing name badges?





员工仪容仪表良好,制服干净整洁,鞋子光亮,并佩戴名牌了吗?"





49 "Was the employee’s speech clear and use of English adequate to be fully understood?





员工的话语清晰并使用足以被理解的英语了吗? "





50 "Did the employees smile and display a genuinely warm, friendly and interested manner?





员工微笑并展现出真诚友好,保有兴趣的礼仪了吗?"





51 "Did an employee use the guest's name at least once during the meal?





在用餐过程中,员工有至少使用一次来电者的姓名吗?"





52 "Did an employee visit the table to ascertain at any point if service was satisfactory?





员工巡视台面以确定客人满意服务吗?"





53 "Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?





员工针对客人的不同进行交流(融入到礼貌的对话中)和作为具有个性化的个体与客人交流?"











54 "Did the employee make eye contact and anticipate the guest's needs with service being attentive at all times (i.e. the guest should not have to request/need service at any point)?





与客人目光交流并始终积极的关注客人的需要(有时客人不是一定需要服务)吗?"





55 "Was the service organized and professional without being intrusive or repetitive?





安排服务良好专业不啰嗦?"





56 "Did employees respect guest's presence when interacting with each other?





当与客人交流时,员工显出对客人的尊重了吗?"





57 "Upon leaving the restaurant did an employee thank/acknowledge the guest and offer a warm and sincere farewell?





客人离开时,员工感谢客人温暖真诚的与客人告别?"





五、&quotRODUCT – MENU AND FOOD 产品- 菜单和食物:"





58 "Was the menu/wine list clean, in good repair and grammatically correct?





菜单/酒单干净,装订良好,书写正确吗?"





59 "Did the restaurant menu offer a varied selection of dishes (i.e. starters, main courses and desserts)?





餐厅的菜单对食品提供了多种选择(开胃品,主菜,甜点)?"





60 "Was the food presented in an appealing manner?





食品吸引人吗?"











61 "Did the food directly resemble its description from the restaurant menu?





食品与菜单中的描述一致吗?"





62 "Was the food fresh and of good flavour?





食品新鲜味道好吗?"





63 "Was food served at the correct temperature?





上的菜的温度正确吗?"





64 "Was the composition of the
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