最新整理国际五星级酒店餐厅暗访标准.docx

最新整理国际五星级酒店餐厅暗访标准

一、“;RESERVATION 预定：“;

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

xxx 是在三声内或十秒内接起并使用合适的xxx 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xxx ，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，xxx /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 reg ard 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 ac modate 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 plete order (i.e. cooking instructions, ac paniments 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 butte r 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 re mend a suitable wine to ac pany 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 drink s 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? 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 plete?

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 pletion of the first?

当一瓶酒水饮用完，服务员有主动再提供一瓶吗?“;

31 “;Wer e 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 pletion of main course?“;

33 “;Did the waiter automati cally 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 clari fy 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 ac pany 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 wai ter 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 interacti on 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xxx 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 in teracting 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、“;PRODUCT – MENU AND FOOD 产品- 菜单和食物：“;

58 “;Was the men u/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 a ppealing 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 position of the dish balanced and the degree of cooking/texture appropriate?

食品的搭配和烹饪的程度口感都合适吗?“;

65 “;Were portions of acceptable size?

食物量合理吗?“;

66 “;Was the food cooked as requested?

食物是安要求烹饪的吗?“;

67 “;Was coffee/tea hot, fresh and appropriately brewed?

咖啡/茶是热的，新鲜冲泡的吗?“;

六、“;PRODUCT – TABLE LAYOUT/RESTAURANT 产品-摆台/餐厅：“;

68 “;Were all tables in the restaurant consistently laid up and promptly

cleared when guests depart (i.e. within 10 minutes)?

当客人离开时所有的桌子都摆放整齐并清理干净(如：十分钟内)了吗?“;

69 “;Was the table cloth/place mat/napkin clean, pressed and free of any stains/tears?

桌布、餐具垫、餐巾都干净，叠放整齐并无污渍、破损吗?“;

70 “;Was the correct cutlery, crockery and glassware provided and was it clean and matching in pattern?

刀叉，瓷器，玻璃器皿干净且搭配摆放良好吗?“;

71 “;Was the butter rolled/cut, fresh and well presented?

黄油新鲜外观良好吗?“;

72 “;Were salt and pepper cruets available and if so were they clean and full?

有盐和胡椒粉的佐料盒提供吗?如果有，它们干净并且装满了吗?“;

73 “;Were fresh floral arrangements present in the restaurant?

餐厅有设计好的鲜花吗?“;

74 “;Was the restaurant kept to a good housekeeping standard (i.e. floors/ceilings clean, walls scuff free, windows smear free and all lights illuminated)?

餐厅卫生符合客房的卫生标准(如：地板屋顶干净，墙面无磨损，窗户无污垢，所有的等都是明亮的)?“;

75 “;Were the tables and chairs well maintained and the chair fabrics in good repair?

桌椅维修良好，椅套良好吗?“;