礼宾服务标准 你都做到了吗？

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"GUEST SERVICES/CONCIERGE - STANDARDS 礼宾- 标准"

1 "Was a Clefs d'Or concierge employee visible during the stay (city hotels only)?"

2 "Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and the department identified?”

电话是在三声内或十秒内接起并使用合适的电话礼仪，报出部门了吗？

3 "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电话，有道歉吗？

4 "Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?”

周围环境有噪音或是打扰（如：使对话内容很难听到或是使分散注意力）？

5 "Was guest not left holding for more than 30 seconds on the telephone?“

如果让来电者等候，时间超出30秒了吗？

6 "Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?”

客人立刻被提供帮助或如果是站在等候的队伍中在队伍前移的三十秒内就可以被非常肯定的认出吗？

7 "If a queue was present was guest offered assistance within one minute of joining it?“

如果需要站队，客人可以在站到队伍中的一分钟内得到帮助吗？

8 "Was the employee able to offer a good range of restaurant recommendations (minimum of 2), based on the type of food required?”

根据客人需要的食品，员工能在两份中内给客人很好的列出餐厅的推荐

9 "Did the employee automatically offer to make any restaurant reservations on the guest's behalf and offer directions where required?“

员工主动替客人做餐厅预定并在需要时给予解释指引了吗？

10 "Was the employee knowledgeable regarding nearby places of interest (i.e. theatre, tourist sights, sporting activities, shopping)?”

员工熟知附近的景区（如剧院，旅游景点，运动活动，购物）吗？

11 "Was employee able to assist with onward travel arrangements (i.e. flights, taxi, boat)?“

员工能帮助之后的旅行安排吗？（如:飞机，的士，船）

12 "Did concierge desk have an up to date supply of brochures?”

礼宾台有最新的服务手册吗？

13 "Did the employee offer accurate directions with a complimentary map of surrounding area?“

员工能使用周边地区的免费地府为客人准确的指路吗？

14 "Were all messages/faxes/requested items delivered within 15 minutes?“

所有的信息/传真/要求的项目都能在15分钟内传送吗？

15 "Was all written information clear, legible and presented on hotel paper?”

所有的书写信息都清晰地写在酒店纸上？

16 "Did employee offer complete and thorough solutions to all requests put forward and offer their name for any further assistance required?“

对所有的要求，员工提供完整的解决办法并提供名字以便以后需要帮助？

17 "Did the employee ask questions to fully understand the guest's needs and respond with accurate information?”

员工有通过问问题完全的了解客人的需要并用准确的信息回答？

"THE EMPLOYEE - BEHAVIOURAL STANDARDS: 雇员- 行为标准："

18 "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？

19 "Was the employee’s speech clear and use of English adequate to be fully understood?”

员工的言谈清晰，使用足以被客人理解的英语了吗？

20 "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？

21 "Did the employees use the guest's name at least once during the interactions (where possible)?”

在对话的过程中，员工有至少使用一次来电者的姓名吗?

22 "Did an employee personalize the interaction 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？

23 "Did the employee make eye contact and give the guest their undivided attention during all interactions?”

在所有的对话中，员工与客人有目光交流并给予客人专心的照顾？

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