模拟营业评估表-客房部-入住体验

Name 名字



Date 日期



Associate Number 工号

Div. 部门

Room no. 房间号码

请为入住体验评分 Please Evaluate your Experience

	Yes 是	No 否	Not applicable 不适用
Was the doorbell audible when sounded? 按动门铃时是否可以听到铃声？
Was the doorbell audible when sounded? 按动门铃时是否可以听到铃声？
Did the DND signage clear and visible? 请勿打扰灯是否字迹清晰、醒目？
Did the DND signage clear and visible? 请勿打扰灯是否字迹清晰、醒目？
Did the door close automatically? 房门是否可以自动关闭？
Did the door close automatically? 房门是否可以自动关闭？
Is there any gap under the door when closed? 房门关闭时门下是否透光？
Is there any gap under the door when closed? 房门关闭时门下是否透光？
Were all the lights working? 所有照明设施是否工作？
Were all the lights working? 所有照明设施是否工作？
Were all the lights in the room adequate? 室内所有灯光照明是否充足？
Were all the lights in the room adequate? 室内所有灯光照明是否充足？
Do you know how to operate the lights? 您是否知道如何使用室内照明？
Do you know how to operate the lights? 您是否知道如何使用室内照明？
Please try to use the In Room Locker. Were the instructions easy and simple to follow? 请试用房间内的保险箱。保险箱的“使用说明”是否简明易懂？
Please try to use the In Room Locker. Were the instructions easy and simple to follow? 请试用房间内的保险箱。保险箱的“使用说明”是否简明易懂？
After you keyed in your PIN numbers, did the locker door open automatically? 您输入密码后，保险箱的门是否自动打开？
After you keyed in your PIN numbers, did the locker door open automatically? 您输入密码后，保险箱的门是否自动打开？
If you used the mini-bar, were the drinks chilled? 如果您使用了小冰箱内的酒水，饮品是否冷？
If you used the mini-bar, were the drinks chilled? 如果您使用了小冰箱内的酒水，饮品是否冷？

	Yes 是	No 否	Not applicable 不适用
Minimum of 4 tea options (1 herbal, 1 local, 2 international)? 至少提供 4 种茶品（1 种花草茶、1 种本地茶、2 种进口茶）
Minimum of 4 tea options (1 herbal, 1 local, 2 international)? 至少提供 4 种茶品（1 种花草茶、1 种本地茶、2 种进口茶）
6 coffee capsules (2 decaffeinated, 4 regular)? 6 颗咖啡胶囊（2 颗低因咖啡、4 颗常规咖啡）？
6 coffee capsules (2 decaffeinated, 4 regular)? 6 颗咖啡胶囊（2 颗低因咖啡、4 颗常规咖啡）？
Was a flat-screen television present, and did the welcome message display the correct guest name? 客房内是否配备平板电视，且欢迎界面是否正确显示客人姓名？
Was a flat-screen television present, and did the welcome message display the correct guest name? 客房内是否配备平板电视，且欢迎界面是否正确显示客人姓名？
Were all the IP TV picture and sound clear? 电视图像及声音是否清晰？
Were all the IP TV picture and sound clear? 电视图像及声音是否清晰？
Were the speed dial buttons set correctly? For example, has ‘Guest Service Center’ been mistakenly set to ‘SPA Reception’? Has the ‘Emergency Call’ button also been tested to ensure it is functioning properly? 电话快速拨号键设置是否正确？例如是否将“服务中心”错误设置成了“SPA前台？同时测试“紧急呼叫”键是否正常？
Were the speed dial buttons set correctly? For example, has ‘Guest Service Center’ been mistakenly set to ‘SPA Reception’? Has the ‘Emergency Call’ button also been tested to ensure it is functioning properly? 电话快速拨号键设置是否正确？例如是否将“服务中心”错误设置成了“SPA前台？同时测试“紧急呼叫”键是否正常？
Was the telephone working and the ringing tone volume adequate? 电话工作正常及电话铃声音量适中
Was the telephone working and the ringing tone volume adequate? 电话工作正常及电话铃声音量适中
Was the wireless network working stable? 无线网络信号是否稳定？
Was the wireless network working stable? 无线网络信号是否稳定？
Is the wireless network speed fast enough? 无线网络速度是否够快？
Is the wireless network speed fast enough? 无线网络速度是否够快？
Could you open or close the curtain smoothly? Were the manual mode and electric mode both working well? 您是否能够顺利打开及关闭窗帘？
Could you open or close the curtain smoothly? Were the manual mode and electric mode both working well? 您是否能够顺利打开及关闭窗帘？
Did the curtains provide complete blackout when closed? 窗帘关闭时是否能实现完全遮光？
Did the curtains provide complete blackout when closed? 窗帘关闭时是否能实现完全遮光？

	Yes 是	No 否	Not applicable 不适用
Did the bed made-up tidy and neat? 床是否铺得看上去干净整洁？
Did the bed made-up tidy and neat? 床是否铺得看上去干净整洁？
Was the alarm clock working and the ringing tone volume adequate? 闹钟及铃声是否正常？
Was the alarm clock working and the ringing tone volume adequate? 闹钟及铃声是否正常？
Was torch light on while pull out? 手电在拿出时是否自动发亮？
Was torch light on while pull out? 手电在拿出时是否自动发亮？
Did the bathroom night light turn on once you turn on the bedside night light? 床边夜灯亮起时浴室夜灯是否同时亮起？
Did the bathroom night light turn on once you turn on the bedside night light? 床边夜灯亮起时浴室夜灯是否同时亮起？
Was your room temperature properly maintained? 房间温度是否稳定？
Was your room temperature properly maintained? 房间温度是否稳定？
Was there any noise from air conditioner? 房间空调是否有噪音
Was there any noise from air conditioner? 房间空调是否有噪音
Is the water drainage of hand basin working normal? 洗手池下水是否正常？
Is the water drainage of hand basin working normal? 洗手池下水是否正常？
Is the water temperature/water pressure stable when using the shower? 使用淋浴时水温/水压是否稳定？
Is the water temperature/water pressure stable when using the shower? 使用淋浴时水温/水压是否稳定？
Is the water drainage of the shower working normal? 淋浴下水是否正常？
Is the water drainage of the shower working normal? 淋浴下水是否正常？
Is there any water leakage after showering (water on the floor outside the shower area)? 使用完淋浴时是否漏水(淋浴间外地面有水)？
Is there any water leakage after showering (water on the floor outside the shower area)? 使用完淋浴时是否漏水(淋浴间外地面有水)？

	Yes 是	No 否	Not applicable 不适用
Test whether the red emergency button by the pool edge is functioning properly. 测试泡池边红色紧急按钮是否正常？
Test whether the red emergency button by the pool edge is functioning properly. 测试泡池边红色紧急按钮是否正常？
Is the constant temperature system of the soaking pool stable? 泡池恒温系统是否稳定？
Is the constant temperature system of the soaking pool stable? 泡池恒温系统是否稳定？
Is the water drainage of Onsen working normal? 泡池下水是否正常？
Is the water drainage of Onsen working normal? 泡池下水是否正常？
Did you hear noise while in the room? 在房间内您是否听到声音？
Did you hear noise while in the room? 在房间内您是否听到声音？
Was the bathroom cleaned properly? 卫生间是否打扫干净？
Was the bathroom cleaned properly? 卫生间是否打扫干净？
Was the room amenities / supplies set-up properly? 房间客用品是否摆放整齐？
Was the room amenities / supplies set-up properly? 房间客用品是否摆放整齐？
Was all bath room towels set up properly? 卫生间的毛巾是否摆放整齐？
Was all bath room towels set up properly? 卫生间的毛巾是否摆放整齐？
Was all bathroom towels free of stains and hair? 卫生间布草是否无污渍、无头发？
Was all bathroom towels free of stains and hair? 卫生间布草是否无污渍、无头发？
Were the amenities/supplies set-up in bath room properly? 卫生间客用品是否摆放整齐？
Were the amenities/supplies set-up in bath room properly? 卫生间客用品是否摆放整齐？
Was all bathroom toweling with a fluffy appearance? 卫生间布草是否蓬松柔软？
Was all bathroom toweling with a fluffy appearance? 卫生间布草是否蓬松柔软？
Were the amenities/supplies set-up in power room properly? 马桶间客用品是否摆放整齐？
Were the amenities/supplies set-up in power room properly? 马桶间客用品是否摆放整齐？
Were all carpet objects free of stains and marks? 房间地毯是否干净无污渍？
Were all carpet objects free of stains and marks? 房间地毯是否干净无污渍？
Were all furniture, fixtures and decorative objects free of stains, marks and dust? 房间所有家具、设施及装饰物是否干净整齐？
Were all furniture, fixtures and decorative objects free of stains, marks and dust? 房间所有家具、设施及装饰物是否干净整齐？
Was there any unusual smell in the room? 房间是否有异味？
Was there any unusual smell in the room? 房间是否有异味？

If no (for all lights working), please specify 如果否（所有照明设施是否工作），请说明

If no (for know how to operate the lights), please specify 如果否（您是否知道如何使用室内照明），请说明

Please record the time taken to fill a pool with water as __________ minutes? 请记录放满一池水的时间是__________分钟?

10.

If yes (for heard noise in the room), please specify time and nature of noise 如果是（在房间内您是否听到声音），请说明时间和噪音种类

11.

If no (for bathroom cleaned properly), please specify 如果否（卫生间是否打扫干净），请说明

12.

服务情感得分 Emotional Score

	不可接受 Not Acceptable	低于期望 Below Average	一般 Average	良好 Good	优秀 Excellent
作为宾客，您是否感受到了真诚的欢迎与重视？ Did you feel genuinely welcomed and valued as a guest?
作为宾客，您是否感受到了真诚的欢迎与重视？ Did you feel genuinely welcomed and valued as a guest?
酒店的环境（整洁度、氛围、设计）是否让您感到舒适自在？ Did the hotel’s environment (cleanliness, ambiance, design) make you feel comfortable and at ease?
酒店的环境（整洁度、氛围、设计）是否让您感到舒适自在？ Did the hotel’s environment (cleanliness, ambiance, design) make you feel comfortable and at ease?
您的需求或诉求是否得到了让您感受到被优先重视的处理？ Were your needs or requests handled in a way that made you feel prioritized?
您的需求或诉求是否得到了让您感受到被优先重视的处理？ Were your needs or requests handled in a way that made you feel prioritized?
您是否认为酒店员工知识丰富且值得信赖？ Did you feel confident that the associates was knowledgeable and trustworthy?
您是否认为酒店员工知识丰富且值得信赖？ Did you feel confident that the associates was knowledgeable and trustworthy?
在您入住期间，是否有某个瞬间让你感到惊喜与愉悦？ Did any moment during your stay surprise or delight you?
在您入住期间，是否有某个瞬间让你感到惊喜与愉悦？ Did any moment during your stay surprise or delight you?
在为您服务的过程中，酒店员工表现出的专注度与用心度如何？ How focused and attentive were our associates during your service experience?
在为您服务的过程中，酒店员工表现出的专注度与用心度如何？ How focused and attentive were our associates during your service experience?
您与酒店员工的互动过程，是否让您感受到愉悦、舒心？ How positive and uplifting was your interaction with our associates?
您与酒店员工的互动过程，是否让您感受到愉悦、舒心？ How positive and uplifting was your interaction with our associates?
我们的服务团队对您的情感需求理解与响应的程度如何？ How well did our team understand and respond to your emotional needs?
我们的服务团队对您的情感需求理解与响应的程度如何？ How well did our team understand and respond to your emotional needs?
您认为我们提供的服务，是否用心、有诚意？ How genuine and heartfelt did you find our service delivery?
您认为我们提供的服务，是否用心、有诚意？ How genuine and heartfelt did you find our service delivery?

13.

If yes (for unusual smell in the room), please specify 如果是（房间是否有异味），请说明

14.

How would you rate your Over-all Arrival Experience? 您如何评价您的整体抵店感受?

Not Acceptable 不可接受

Excellent 优秀

15.

Other feedback and suggestions 其他意见及建议