星级饭店访查规范汇总92修改.doc

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································009 1．前厅···············································009 1.1总机·············································009 1.2预定·············································010 1.3门卫行李—到店···································011 1.4登记入住·········································012 1.5叫醒服务·········································013 1.6礼宾/问讯服务····································014 1.7结帐服务·········································015 1.8门卫行李—离店····································016 1.9前厅整体舒适度····································017 2．客房···············································018 2.1··················································018 2.2整理客房服务······································020 2.3开夜床服务·······································021 2.4洗衣服务·········································022 2.5客房微型酒吧·····································023 2.6客房整体舒适度···································024 3.餐饮···············································025 3.1自助早餐服务·····································025 3.2正餐服务·········································026 3.3酒吧/茶室/大堂吧服务·····························028 3.4送餐服务·········································030 3.5餐饮区域整体舒适度·······························031 4.其他服务···········································032 4.1康乐服务·········································032 4.2商务中心·········································034 4.3商品服务··········································035 5.安全设施及特殊人群设施·····························036 6.饭店总体印象·······································037 6.1公共区域··········································037 6.2后台区域··········································038 7.员工要求与应变能力·································039 7.1员工要求··········································039 二、附录 A-------设施设备及服务项目评分表 A.1 计分说明·························