星级饭店访查规范汇总9.2修改

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1、星级饭店访查规范汇总二O一O年目录一、星级饭店访查规范一、前言··············································001二、评分说明··········································006三、评分总表··········································008四、标准正文及其打分表································0091．前厅··········································

2、·····0091.1总机·············································0091.2预定·············································0101.3门卫行李—到店···································0111.4登记入住·········································0121.5叫醒服务·········································0131.6礼宾/问讯服务

3、····································0141.7结帐服务·········································0151.8门卫行李—离店····································0161.9前厅整体舒适度····································0172．客房···············································0182.1·····························

4、·····················0182.2整理客房服务······································0202.3开夜床服务·······································0212.4洗衣服务·········································0222.5客房微型酒吧·····································0232.6客房整体舒适度···································0243.

5、餐饮···············································0253.1自助早餐服务·····································0253.2正餐服务·········································0263.3酒吧/茶室/大堂吧服务·····························0283.4送餐服务·········································0303.5餐饮区域整体舒适度·············

6、··················0314.其他服务···········································0324.1康乐服务·········································0324.2商务中心·········································0344.3商品服务··········································0355.安全设施及特殊人群设施·····························0366.

7、饭店总体印象·······································0376.1公共区域··········································0376.2后台区域··········································0387.员工要求与应变能力·································0397.1员工要求··········································039二、附录A-------设施设备及服务项目评分

8、表A.1计分说明········································040A.2评分标准························