Guest Feedback Survey
宾客调查表

1.
贵宾信息 
Guest Information
客户姓名 (Client Name):
客户姓名 (Client Name):
预订渠道/协议公司 (Booking Channel):
预订渠道/协议公司 (Booking Channel):
进店日期 (Check-in Date):
进店日期 (Check-in Date):
离店日期 (Check-out Date):
离店日期 (Check-out Date):
2.

销售经理（如适用）

Sales Manager (if applicable)

超出预期987达到期望5432低于预期
反馈速度 (Response time to enquiries)
反馈速度 (Response time to enquiries)
服务态度 (Service attitude)
服务态度 (Service attitude)
业务知识 (Product knowledge)
业务知识 (Product knowledge)
准备活动报价的效率 (Efficiency in issuing the event proposal)
准备活动报价的效率 (Efficiency in issuing the event proposal)
灵活程度 (Accessibility)
灵活程度 (Accessibility)
沟通顺畅度 (Accessibility)
沟通顺畅度 (Accessibility)
对于活动的关心程度 (Attentiveness)
对于活动的关心程度 (Attentiveness)
活动各项事宜的安排 (Follow through on arrangements)
活动各项事宜的安排 (Follow through on arrangements)
活动的整体掌控 (Overall handling of your program)
活动的整体掌控 (Overall handling of your program)
活动后续跟进 (Post event follow up)
活动后续跟进 (Post event follow up)
3.

前台服务人员（如适用）

Front Office Staff (if applicable)

超出预期987达到期望5432低于预期
沟通顺畅度 (Accessibility) 
沟通顺畅度 (Accessibility) 
对于客人的关心程度 (Attentiveness) 
对于客人的关心程度 (Attentiveness) 
需求响应程度 (Responsiveness to request)
需求响应程度 (Responsiveness to request)
服务态度 (Service attitude)
服务态度 (Service attitude)
服务速度 (Service speed)
服务速度 (Service speed)
业务知识 (Product knowledge)
业务知识 (Product knowledge)
适时变化的反应灵敏度 (Flexibility in handling on site changes)  
适时变化的反应灵敏度 (Flexibility in handling on site changes)  
4.

宴会服务人员（如适用）

Banquet Service Staff (if applicable)

超出预期987达到期望5432低于预期
沟通顺畅度 (Accessibility)  
沟通顺畅度 (Accessibility)  
对于客人的关心程度 (Attentiveness)
对于客人的关心程度 (Attentiveness)
需求响应程度 (Responsiveness to request)
需求响应程度 (Responsiveness to request)
服务态度 (Service attitude)
服务态度 (Service attitude)
服务速度 (Service speed)
服务速度 (Service speed)
业务知识 (Product knowledge)
业务知识 (Product knowledge)
适时变化的反应灵敏度 (Flexibility in handling on site changes)
适时变化的反应灵敏度 (Flexibility in handling on site changes)
5.

工程协调人员（如适用）

Engineering Technician (if applicable)

超出预期987达到期望5432低于预期
沟通顺畅度 (Accessibility)
沟通顺畅度 (Accessibility)
对于客人的关心程度 (Attentiveness)
对于客人的关心程度 (Attentiveness)
需求响应程度 (Responsiveness to request)
需求响应程度 (Responsiveness to request)
服务态度 (Service attitude)
服务态度 (Service attitude)
服务速度 (Service speed)
服务速度 (Service speed)
业务知识 (Product knowledge)
业务知识 (Product knowledge)
适时变化的反应灵敏度 (Flexibility in handling on site changes)
适时变化的反应灵敏度 (Flexibility in handling on site changes)
6.

会议室布置（如适用）

Function Room Set-up (if applicable)

超出预期987达到期望5432低于预期
签到区域 (Reception area)
签到区域 (Reception area)
贵宾厅或办公室 (VIP or Secretariat room)
贵宾厅或办公室 (VIP or Secretariat room)
桌椅摆放 (Setup arrangement )
桌椅摆放 (Setup arrangement )
音响系统 (Audio＆visual )
音响系统 (Audio＆visual )
灯光/音效 (Lighting/sound )
灯光/音效 (Lighting/sound )
设备性能 (Functionality of equipment)
设备性能 (Functionality of equipment)
通风与空调 (Ventilation ＆ air conditioning)
通风与空调 (Ventilation ＆ air conditioning)
清洁程度 (Cleanliness )
清洁程度 (Cleanliness )
整体评价 (Overall)
整体评价 (Overall)
7.

食品和饮料（如适用）

Food and Beverage (if applicable)

超出预期987达到期望5432低于预期
茶歇 (Coffee breaks)
茶歇 (Coffee breaks)
数量 (Quantity)
数量 (Quantity)
质量 (Quality)
质量 (Quality)
展示 (Presentation)
展示 (Presentation)
餐 (Meals)
餐 (Meals)
8.

请您对我们在以下几方面的表现做出评价。

To what extent would you agree that we have achieved our following objectives:

超出预期987达到期望5432低于预期
我们在每次与客人的联系中努力做得更好 (We will do more for the customer in every customer contact)
我们在每次与客人的联系中努力做得更好 (We will do more for the customer in every customer contact)
我们坚持全程而系统的服务 (We will be consistent in our delivery of service)
我们坚持全程而系统的服务 (We will be consistent in our delivery of service)
我们确保所有流程都富有人性化 (We will ensure our procedures are customer friendly and easy for the customer and staff)
我们确保所有流程都富有人性化 (We will ensure our procedures are customer friendly and easy for the customer and staff)
客人的满意是我们事业前进的秘诀 (We will make customer satisfaction a key driver of our business)
客人的满意是我们事业前进的秘诀 (We will make customer satisfaction a key driver of our business)
9.

请对我们的服务做出总体评价。

How would you rate our overall service standard and facilities?

超出预期987达到期望5432低于预期


10.

您何时还会再次光临成都立格诺富特酒店？

When could we be of service to you again?

(选填)
11.

意见及建议

Comments & Suggestions

(选填)
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