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预订和抵达前Reservation & Pre-Arrival

预订和抵达前Reservation & Pre-Arrival 1

让客人在线上等候之前始终先征询客人的同意The guest is always asked permission before being placed on hold
在不回拨的情况下让客人等候的时间不超过 30 秒No telephone hold is longer than 30 seconds without offering a callback
工作人员表达清晰，避免使用俚语及过度使用缩略语Staff is highly articulate and avoids slang and excessive use of phrase fragments
工作人员彬彬有礼，在整个互动过程中保持亲切的语气Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
工作人员展现出真正对客人感兴趣及关心Staff exhibits a genuine sense of interest and concern for the guest
工作人员引导对话，周到而直观，在适当及有益的情况下展示预期的服务Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
工作人员始终态度恭敬地与客人进行个性化互动，如果知道客人的喜好，则按照该喜好称呼客人Staff consistently and respectfully personalizes interactions,addressing the guest in accordance with their preference, if known
工作人员以礼貌及适宜的措辞结束互动Staff closes interactions with polite, appropriate remarks
工作人员能够轻松自如地描述客房内的各种具体元素Staff can readily describe the various physical elements in the guest room
工作人员能够清晰地描述酒店设施和各项程序Staff can describe hotel facilities and procedures with clarity
工作人员能够有效地说明方向和/或交通选择及相关费用Staff can effectively provide directions and/or transportation options and their associated costs
在客人入住前的某个时间点，向客人提供酒店服务方面的帮助，例如交通服务、餐饮或水疗预订At some point prior to the guest's stay, they are offered assistance with hotel services such as transportation service, dinner or spa reservations
预订时，工作人员提供客房类型和价格以供选择When making a booking, staff provides a choice of room types and rates
预订时，工作人员清晰解释定金和取消政策及任何罚金 When making a booking, staff clearly explains deposit and cancellation policies and any penalty charges, if a method of payment is secured
预订时，工作人员重述预订详情以进行确认When making a booking, details of the booking are repeated for confirmation
预订时，工作人员提供确认号码When making a booking, details of the booking are repeated for confirmation
在电话预订后的两小时内收到酒店预订确认信息Hotel booking confirmation is received within two hours of the call
工作人员之间的跨部门沟通渠道一致而完整Cross-departmental channels of communication among staff are consistent and complete
服务的处理没有过多延迟或中断The service is handled without excessive delays or interruptions

抵达服务Arrival Service

工作人员在适当及合理可行的情况下有礼貌地问候客人Staff politely acknowledges the guest when appropriate and reasonably possible
工作人员表达清晰，避免使用俚语及过度使用缩略语Staff is highly articulate and avoids slang and excessive use of phrase-fragments
工作人员彬彬有礼，在整个互动过程中保持亲切的语气和适当的语速Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
工作人员始终面带微笑，并保持亲切的表情Staff readily smiles and maintains an engaging expression
工作人员与客人进行眼神接触，并保持对客人的专注Staff makes eye contact and keeps focus on the guest
工作人员展现出真正对客人感兴趣及关心Staff exhibits a genuine sense of interest and concern for the guest
工作人员周到而直观，在适当及有益的情况下展示预期的服务Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
工作人员之间的跨部门沟通渠道一致而完整Cross-departmental channels of communication among staff are consistent and complete
工作人员熟练履行部门的要求。工作人员能够自如地回答有关整个酒店或获得有效及即时帮助的问题Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
工作人员始终态度恭敬地与客人进行个性化互动，如果知道客人的喜好，则按照该喜好称呼客人Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
工作人员以礼貌及适宜的措辞结束互动Staff closes interactions with polite, appropriate remarks
遇到的所有工作人员均穿着干净、合身的制服All staff encountered are wearing clean and well-fitted uniforms
工作人员的仪表与酒店风格一致，具有良好的个人护理和卫生意识Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
工作人员保持留心的状态，并在客人面前表现专业Staff maintains alert posture and behaves professionally in view of the guest
工作人员不拒绝任何请求，除非提供适当的替代选择Staff does not decline any request without offering appropriate alternatives
工作人员应在客人抵达 30 秒内在车道边迎接Guests are greeted curbside within 30 seconds of arriving
如果使用酒店交通服务，负责交通的工作人员拥有专业着装和接待能力，言行礼貌If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous
在车道边立即提供行李协助Luggage assistance is immediately offered curbside
工作人员护送或引导客人至适当的登记处The guest is escorted or directed to the appropriate registration area
从抵达接待区到完成登记的时间不超过五分钟Time from arriving at reception area until registration is complete does not exceed five minutes
工作人员在客人登记或进入客房时确认与酒店预订有关的特殊要求或预定Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room
所有预订细节准确无误；在登记时确认离店日期All details of the reservation are accurate; departure date is confirmed during registration
客人获护送至自己的客房The guest is offered an escort to their room
行李服务安全、流畅，在一位酒店工作人员提取行李之后，客人在任何时间均无需就行李进行说明或提醒Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it
工作人员主动使用行李架或专用存储空间，以便于提拿的方式摆放行李Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space
行李在登记完成后的 10 分钟内被送达客房Luggage arrives within 10 minutes of registration completion
酒店介绍实用有效，包括相关细节和/或个性化信息Orientation to the hotel is helpful, consisting of relevant details and/or personalized information
工作人员提供可能会被忽视或混淆的客房信息Staff provides helpful information about the guest room that might otherwise be overlooked or confusing
如果客房在酒店的入住时间过后未准备好，工作人员会提出深思熟虑的建议，确保客人在等候时保持舒适，告知其大概的等候时间，且不超过 15 分钟If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes
服务的处理没有过多延迟或中断The service is handled without excessive delays or interruptions

离店服务Departure Service

工作人员在电话交谈中冷静清晰Telephone conversation is calm and clear
工作人员在适当及合理可行的情况下有礼貌地问候客人Staff politely acknowledges the guest when appropriate and reasonably possible
工作人员表达清晰，避免使用俚语及过度使用缩略语Staff is highly articulate and avoids slang and excessive use of phrase-fragments
工作人员彬彬有礼，在整个互动过程中保持亲切的语气和适当的语速Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
工作人员始终面带微笑，并保持亲切的表情Staff readily smiles and maintains an engaging expression
工作人员与客人进行眼神接触，并保持对客人的专注Staff makes eye contact and keeps focus on the guest
工作人员展现出真正对客人感兴趣及关心Staff exhibits a genuine sense of interest and concern for the guest
工作人员周到而直观，在适当及有益的情况下展示预期的服务Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
工作人员熟练履行部门的要求。工作人员能够自如地回答有关整个酒店或获得有效及即时帮助的问提Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
工作人员始终态度恭敬地与客人进行个性化互动，如果知道客人的喜好，则按照该喜好称呼客人Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
工作人员以礼貌及适宜的措辞结束互动Staff closes interactions with polite, appropriate remarks
遇到的所有工作人员均穿着干净、合身的制服All staff encountered are wearing clean and well-fitted uniforms
工作人员的仪表与酒店风格一致，具有良好的个人护理和卫生意识Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
工作人员保持留心的状态，并在客人面前表现专业Staff maintains alert posture and behaves professionally in view of the guest
如果使用酒店交通服务，负责交通的工作人员拥有专业着装和接待能力，言行礼貌If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous
工作人员之间的沟通渠道一致而完整，客人无需重复内容，客人的要求会准确传达给适当的工作人员Channels of communication among staff are consistent and complete -one does not have to fully repeat themselves and requests are conveyed to the appropriate staff
工作人员不拒绝任何请求，除非提供适当的替代选择Staff does not decline any request without offering appropriate alternatives
行李员在客人提出离店协助请求的八分钟内到达；或预先安排的行李提取时间的五分钟内Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time
结算账单的时间不超过五分钟Time spent settling the folio does not exceed five minutes
行李服务安全无缝，在一位酒店工作人员从客房提取行李之后，客人在任何时间均无需就行李进行说明或提醒Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room
负责结账的工作人员特别感谢客人，并以礼貌及适宜的措辞结束互动Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark
工作人员主动询问交通需求Staff proactively inquires about transportation needs
工作人员在处理客人的数字或纸质账单前请客人检查The guest is invited to review their folio, either digitally or printed, prior to processing
如果提供打印的账单，则将其放入文件夹或信封中If a printed folio is provided, a folder or envelope is offered
若客人要求通过电子邮件接收账单，则必须在一小时内完成发送If an emailed folio is requested, it is delivered within one hour
最终账单准确无误，且易于阅读The final folio is accurate and easy to read
如适用，在客人提出存在记账和/或收费错误时，工作人员快速而谨慎地纠正，并真诚道歉If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology
账单内不存在任何非预期的费用；工作人员将所有费用明确告知客人There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges
服务的处理没有过多延迟或中断The service is handled without excessive delays or interruptions

宾客服务请求Guest Service Request

工作人员在电话交谈中冷静清晰Telephone conversation is calm and clear
工作人员表达清晰，避免使用俚语及过度使用缩略语Staff is highly articulate and avoids slang and excessive use of phrase-fragments
工作人员彬彬有礼，在整个互动过程中保持亲切的语气和适当的语速Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
工作人员始终面带微笑，并保持亲切的表情Staff readily smiles and maintains an engaging expression
工作人员与客人进行眼神接触，并保持对客人的专注Staff makes eye contact and keeps focus on the guest
工作人员对客人表现出真正的兴趣和关心，并且/或者提供预期的服务Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service
工作人员之间的跨部门沟通渠道一致而完整Cross-departmental channels of communication among staff are consistent and complete
工作人员熟练履行部门的要求。工作人员能够自如地回答有关整个酒店或获得有效及即时帮助的问题Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
工作人员始终态度恭敬地与客人进行个性化互动，如果知道客人的喜好，则按照该喜好称呼客人Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
所有互动均以礼貌及适宜的方式结束All interactions are closed politely and appropriately
遇到的所有工作人员均穿着干净、合身的制服All staff encountered are wearing clean and well-fitted uniforms
工作人员的仪表与酒店风格一致，具有良好的个人护理和卫生意识Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
工作人员保持留心的状态，并在客人面前表现专业Staff maintains alert posture and behaves professionally in view of the guest
工作人员不拒绝任何请求，除非提供适当的替代选择Staff does not decline any request without offering appropriate alternatives
工作人员在 10 分钟内抵达客房，除非另有指示Staff arrives to the room within 10 minutes unless advised otherwise
请求送至房间的物品均优雅提供Requested items delivered to the room are elegantly presented
工作日提供两小时熨烫、当日洗或快洗/干洗服务Two-hour pressing, same-day and express laundry/dry cleaning service are available on weekdays
折叠衣物在送回客人客房时以奢华的方式呈现Folded items are returned with luxurious presentation
悬挂衣物挂在优质衣架（带裤装防滑衬垫）上整齐地送回客房Hanging items are neatly returned on high quality hangers, with non-slip inserts for trousers
提供的物品质量上乘并满足客人的需求The items provided are high quality and meet the guest's needs
服务的处理没有过多延迟或中断The service is handled without excessive delays or interruptions

客房日常服务Housekeeping Daily Service

浴室地板绝对干净The bathroom floor is thoroughly cleaned
所有浴室用具均经过彻底清洁All bathroom fixtures are thoroughly cleaned
镜子、架子等浴室设备经过彻底清洁Bathroom appointments such as mirrors, shelves, etc. are thoroughly cleaned
除非客人选择加入环保偏好计划，否则所有用过的浴巾和浴袍均妥善撤走及整洁更换All used bathroom linens and robes are removed and neatly replaced unless the guest opts into an environmental preference program
所有新配的浴巾均干净整洁，状况良好All fresh bathroom linens are clean and in excellent condition
洗漱用品和化妆品整齐放置Toiletries and cosmetics are neatly arranged
高品质衬垫用于梳妆台或柜台上的洗浴用品，但不适用于狭窄搁架上的物品High quality under liners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves
酒店提供的小型电器（如吹风机、熨斗等）的电线整齐盘绕，整洁地排放在方便的位置Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) neatly coiled and appliances are tidily arranged in a convenient location
卫生纸的末端指向整齐，或按类似方式放置End sheets of toilet tissue are neatly pointed or similarly cared for
浴室用品供应充足，可以持续到下一次服务。用完超过一半的任何一次性用品均添置有新品Bathroom amenities are sufficiently supplied to last until the next service. Any single-use amenity that is more than half depleted has a fresh product added
卧室地板所有区域无任何碎屑杂物Debris is thoroughly removed from all areas of the bedroom floor
家具表面的任何灰尘、碎屑或溅溢物均经过彻底清洁Any significant dust, debris or spillage on furniture surfaces is thoroughly cleaned
除非客人选择加入环保偏好计划，否则在日常服务后，所有床品均一尘不染且处于良好状态Following daily service, all bed linens are completely clean and in exceptional condition unless the guest opts into an environmental preference program
睡床重新精心整理并更换装饰元素，具有吸引力The bed is tightly and attractively remade with decorative elements replaced
如果客人选择加入环境偏好计划，应尊重他们的要求If the guest opts into an environmental preference program, their requests are honored
整个卧室和浴室内的垃圾篓和烟灰缸要清空/清洁Wastebaskets and ashtrays throughout the bedroom and bathroom are emptied/ cleaned
客房内的不洁上餐用具、托盘或餐车妥为撤走，且未放置在走廊上Soiled in-room dining serviceware, trays or trolleys are removed from the room and not left in the corridor
客房内使用过的玻璃器皿、银器或瓷器均经过彻底清洁If used, glassware, silver or china in the room is thoroughly cleaned
若免费提供，食物和饮料设施经过新鲜清洗和/或更换（必要时）If provided complimentary, food and beverage amenities are freshened and/or replaced as necessary
如果适用，迷你吧内的食物在一天中的某个时间点妥善更换If applicable, items consumed from the minibar are replaced at some point during the day
如果在冰桶内提供冰，冰桶经过沥干和清洁，或彻底更新If ice had been provided in the ice bucket, ice bucket is drained and cleaned, or completely refreshed
客房内的衣物整齐地折叠或挂起，并放置客人的视野内Clothing left around the room is neatly folded or draped and left within immediate guest view
客房内的鞋子整齐地成双摆放在客人所放地方附近，远离高频活动区Shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas
除衣物或洗漱用品以外的客人个人物品不受明显干扰，无任何物品丢失Personal guest belongings, other than clothing or toiletries, are not substantially disturbed and no guest belongings are missing
除衣物或洗漱用品以外的客人个人物品以显眼的方式放置Personal guest belongings, other than clothing or toiletries, are handled in a noteworthy manner
杂志和报纸整齐排列及整理Magazines and newspapers are neatly compiled and arranged
服务目录、客房内点餐菜单、企业目录等酒店宣传资料整洁放置Hotel collateral such as service directories, in-room dining menus, corporate directories, etc. are neatly arranged
电视机关闭或设置为专用欢迎频道，整个客房内的家具整齐直立；衣柜和橱柜门妥善关闭TVs are turned off or set to a dedicated welcome channel, furniture throughout the room is neatly straightened and closet and cupboard doors are closed
如适当，所有窗上用品均妥善打开，展现出对称的外观，且每天以统一的形式呈现All window treatments are opened, if appropriate, have a symmetrical appearance and are uniform day-to-day
用完的便签本、笔和洗衣袋等免费客房设施及时补充Depleted complimentary room amenities are replenished, such as notepads, pens and laundry kits
烧坏的灯泡或其他故障设备妥为更换/维修Burned out light bulbs or other malfunctioning equipment is replaced/repaired
客人返回时，客房内呈现清新宜人的舒适氛围The room has an extremely fresh, comfortable atmosphere when the guest returns
日常服务以及时、便利及周到的方式提供，避免让客人感觉被打扰Daily service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed
遇到的客房服务员、迷你吧服务员或技术人员行为得体，礼貌专业。其仪表与酒店风格一致，体现良好的个人护理和卫生意识If a room attendant, minibar attendant or technician is encountered, they are very polite and professional. Their appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
工作人员在客房内进行维修工作时采取安全防范措施Security precautions are taken when staff is servicing rooms
客房走廊在日常服务过程中保持整洁有序Guest room corridors are kept neat and organized during daily service

客房夜间服务Housekeeping Evening Service

主动提供夜间服务Evening service is provided automatically
主动提供或竭诚欢迎客人致电要求提供夜间服务Evening service is provided automatically or the guest is prominently invited to call to request service
夜间服务以及时、便利和周到的方式提供，避免让客人感觉被打扰Evening service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed
在夜间服务过程中，努力打造适宜的气氛During evening service, an effort is made to set an appropriate atmosphere
在夜间服务过程中，床上用品整齐布置。移走的装饰物品要妥善存放During evening service, bedding is neatly prepared. If decorative items are removed, they are discreetly stored
在夜间服务过程中，客房内的衣物整齐地折叠或挂起，并放置客人的视野内During evening service, clothing left around the room is neatly folded or draped and left within immediate guest view
在夜间服务过程中，客房内的鞋子整齐地成双摆放在客人所放地方附近，远离高频活动区During evening service, shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas
卧室收拾得井井有条，地板和家具上无碎屑杂物；垃圾桶清空，阅读材料整齐摆好The bedroom is tidied, with significant debris removed from floors and furnishings; wastebaskets are emptied and reading materials are straightened
在夜间服务过程中，浴室台面、水槽、淋浴及浴缸妥为清洁During evening service, the bathroom counter, sink, shower and tub are cleaned
卧室和浴室用品供应充足，可以持续到下一次服务Bedroom and bathroom amenities are sufficiently supplied to last until the next service
在夜间服务过程中，客人的洗漱用品和化妆品整齐排列During evening service, toiletries and cosmetics are neatly arranged
高品质衬垫用于梳妆台或柜台上的洗浴用品，但不适用于狭窄搁架上的物品High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves
在夜间服务期间，用过的浴巾自动更换并整齐摆好，除非客人有特定环境偏好要求During evening service, used bathroom linens are removed and neatly replaced, unless the guest chooses to participate in an environmental preference program
所有新配的浴巾均干净整洁，状况良好All fresh bathroom linens are clean and in excellent condition
如果客人选择加入环境偏好计划，应尊重他们的要求If the guest opts into an environmental preference program, their requests are honored
遇到的客房夜间服务员行为得体，礼貌专业。其仪表与酒店风格一致，体现良好的个人护理和卫生意识If a housekeeping evening service attendant is encountered, they are very polite and professional. Their appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

客房Guest Room

客人抵达时，客房内呈现清新宜人的舒适氛围Upon arrival, the room has an extremely fresh, comfortable atmosphere
入住期间提供特定的欢迎礼物或设施A specific welcome gift or amenity is provided during the visit
若提供欢迎礼物，需要品质精良，独具特色If provided, the welcome amenity is of extremely high quality and distinctive in presentation
抵达当天提供特定的欢迎礼物或便利设施A specific welcome gift or amenity is provided on the day of arrival.
客房隔音良好The guest room is well-soundproofed
酒店宣传资料和任何印刷品，如文具、阅读材料、记事本纸或钢笔，以显眼、优雅或独特的方式呈现Hotel collateral and any printed products, such as stationery, reading material,notepad paper or pens, are elegant or distinctive in a way that is notable
酒店宣传资料和任何印刷品状况良好Hotel collateral and any printed products are in excellent condition
酒店宣传资料准确无误且用语规范；若提供杂志，则为最新刊Hotel collateral is accurate and grammatically correct; if provided, magazines are current
床上干净整洁，状况良好The bed is clean and in excellent condition
床上用品品质优良，由天然材料制成The bed linens are of high quality and made of natural materials
睡床非常舒适The bed is exceptionally comfortable
客房配备有效的遮光功能，可促进良好睡眠The room promotes good sleep, including effective blackout functionality
衣柜和架子/抽屉宽敞而亮堂The closets and shelves/drawers are generously spacious and very well lit
衣柜内配有至少 10 个衣架，方便晾挂各类衣物There are at least 10 hangers in the closet, convenient for all types of garments
客房内提供摆放有鲜花或活植Fresh flowers or live plants are provided by the hotel in the guest room
卧室内舒适宜人，让客人可以惬意放松，如在与床和办公桌区分开的地方看电视或用餐The bedroom offers a comfortable place to relax, such as when watching television or dining, separate from the bed and desk areas
卧室内照明舒适，让客人可以完成所有的必要活动。白天房间自然光线充足The lighting in the bedroom is comfortable for the guest to complete all necessary daily tasks. The room has ample natural light during the day
卧室内非常干净整洁The bedroom is exceptionally clean
卧室内维护良好The bedroom is extremely well-maintained
如有，户外阳台/庭院内非常干净整洁，状况良好If available, the outdoor balcony/patio is exceptionally clean and in excellent condition
客房配有各种独特的便利设施，提升客人体验The room is supplied with a distinctive variety of amenities that enhance the guest experience
若提供，技术设备易于使用及导航If provided, the technology is easy to use and navigate
电源插座安装在便于客人使用的位置Electronic outlets are located in convenient locations for the guest
若提供，时钟在根据世界时钟确认时间后的两分钟内准确显示当日时间，先前设置的闹钟妥为清楚If provided, clocks display the time of day within two minutes of the time confirmed by the global time clock and prior alarms are cleared
房间的建筑设计风格在趣味或手法方面非常出色The architectural design style of the room is notable in interest or execution
整个房间内保持统一的主题元素。不存在无意的失谐陈设或不彻底或不完整改造的迹象The entire room is true to the thematic elements. There are no unintentional mismatching styles of furnishings or indication of remodeling that is not thorough or done in cycles
梳洗区宽敞明亮，两个人可以轻松淋浴及舒适穿衣The grooming areas are generously spacious so that two persons could easily shower and dress in comfort
提供基本用品，包括洗发水、护发素、沐浴露/凝胶、乳液、洗手液和棉制品Basic amenities, including shampoo, conditioner, body wash/gel, lotion, hand soap and cotton products, are provided
除基本用品外，浴室还提供至少两种额外洗浴用品Beyond basic amenities, the bathroom is supplied with at least two additional types of toiletry items
浴室设施在质量和外观上洋溢着奢华气息Bathroom amenities are exceptionally luxurious in quality and presentation
浴袍、拖鞋及充足的毛巾均自动提供Robes, slippers and sufficient towels are automatically provided
浴袍、拖鞋及浴室用品均品质精良Robes, slippers and bathroom linens are of extremely high quality
浴袍、拖鞋及浴室用品均干净整洁，且状况良好Robes, slippers and bathroom linens are all clean and in excellent condition
淋浴的水压充足，水温稳定，易于操作Strong water pressure and no vacillating water temperatures are present in showers; showers are easy to operate
浴室设施的放置既方便又贴心Placement of bathroom amenities is convenient and careful
浴巾的放置既方便又贴心Placement of bathroom linens is convenient and careful
浴室内照明良好，足以进行所有预期活动，如梳洗和化妆The lighting in the bathroom is sufficient for all intended tasks, such as grooming and makeup application
浴室内非常干净整洁The bathroom is exceptionally clean
卧室内维护良好The bathroom is extremely well-maintained
浴室设计和设备（如浴室柜、地面及灯具）精美怡人The bathroom design and appointments, such as counters, floors and fixtures, are exceptionally noteworthy
客人在房间内感觉非常舒适The guest is exceptionally comfortable in this room

酒店用餐Hotel Dining

工作人员在适当及合理可行的情况下有礼貌地问候客人Staff politely acknowledges the guest when appropriate and reasonably possible
如果需要等候，工作人员会告知大概的等候时间。客人在不超过预计时间 5 分钟内就座If waiting is required, an estimated wait time is quoted. The guest is seated no more than five minutes past the quoted time
如果需要等候，酒店提供有舒适的等候区If waiting is required, a comfortable waiting area is available
工作人员表达清晰，避免使用俚语及过度使用缩略语Staff is highly articulate and avoids slang and excessive use of phrase-fragments
工作人员彬彬有礼，在整个互动过程中保持亲切的语气和适当的语速
工作人员始终面带微笑，并保持亲切的表情Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
工作人员与客人进行眼神接触，并保持对客人的专注Staff readily smiles and maintains an engaging expression
工作人员展现出真正对客人感兴趣及关心及/或在适当及有益的情况下展示预期的服务Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful
在接受客人的订单之前，工作人员询问客人关于饮食限制、偏好或过敏情况，事先知晓则主动进行确认Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known
如果知道客人有饮食限制、偏好或过敏情况，并且需要修改菜肴，工作人员在提供膳食时适当进行确认If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal
无需提醒工作人员，因为他们已预料到所有需求，并主动予以提供It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them
工作人员之间的沟通渠道一致而完整，客人无需重复内容，要求会准确传达给适当的服务/厨房工作人员Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/kitchen staff
工作人员熟练履行部门的要求。工作人员能够自如地回答有关整个酒店或获得有效及即时帮助的问题Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
工作人员始终态度恭敬地与客人进行个性化互动，如果知道客人的喜好，则按照该喜好称呼客人Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
互动以礼貌及适宜的措辞结束Interactions are closed with polite, appropriate remarks
遇到的所有工作人员均穿着干净、合身的制服All staff encountered are wearing clean and well-fitted uniforms
工作人员的仪表与酒店风格一致，具有良好的个人护理和卫生意识Staff’s appearance is consistent with the property style and demonstrates astrong sense of personal care and hygiene
工作人员保持留心的状态，并在客人面前表现专业Staff maintains alert posture and behaves professionally in view of the guest
工作人员在整个体验中谨慎而亲切，同时保持细心Staff is discreet and unintrusive throughout the experience, while remaining attentive
工作人员不拒绝任何请求，除非提供适当的替代选择Staff does not decline any request without offering appropriate alternatives
客人受到热情欢迎、被护送至桌台并获帮忙拉椅就坐The guest is escorted to their table and provided with chair assistance
客人就坐后，工作人员在一分钟内前来礼貌招待Once the guest is seated, the table is politely greeted within one minute
工作人员在客人的饮品用尽的一分钟内主动提供续杯服务Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty
如被问及菜单建议，工作人员可提供有用的信息If asked for menu recommendations, staff can provide helpful information
工作人员可帮助讨论菜单项目的细节Staff can helpfully discuss details of menu items
工作人员可帮助讨论饮品供应Staff can helpfully discuss beverage offerings
点餐后，冷食早餐在七分钟内上餐，热食早餐在 10 分钟内上餐，除非服务员另有说明After ordering, cold breakfasts are served within seven minutes and hot breakfasts within 10 minutes, unless advised otherwise by server
适用时，上餐的速度一致；客人不必等待或思索服务的下一步何时发生When applicable, the pace of the meal is consistent; the guest does not have to wait or wonder when the next step of service will occur
呈上的菜单和结账单崭新干净，无任何损坏。菜单语法准确无误Menu and check presenter are in pristine condition, free of any damage.Menu is grammatically correct.
菜单和/或自助餐包括至少两种高品质健康饮品Menu and/or buffet includes at least two high quality health-conscious beverages
菜单和/或自助餐提供多种营养方面的选择，并考虑到饮食限制因素Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered
菜单和/或自助餐种类繁多，包括概念性特色菜肴Menu and/or buffet provides an exceptional variety, including concept-driven specialty dishes
热食和热饮在上餐时是热的；冷食和冷饮在上餐时是冷的Hot foods and beverages are hot when served; cold foods and beverages are chilled
食物和饮品新鲜健康，并以高品质原材料制成Foods and beverages are fresh and use high quality ingredients
食物美味可口，调味适宜/均衡Foods are flavorful and well-seasoned/balanced
分量适宜Portions are appropriate
食物的摆盘精确而细致Food presentation is precise and carefully plated
烹煮适宜且符合要求Cooking is done properly and as requested
所有所点食物均准确上餐，服务员无需询问谁点了什么All items ordered are served accurately and server does not have to ask who ordered what
调味品优雅呈现Condiments are elegantly presented
如果是自助餐，餐厅内人流量不会过度拥挤。提供充足的自助餐具和器皿If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service
如果是自助餐，食物的陈列非常卫生If a buffet, the appearance is exceptionally hygienic
如果是自助餐，食物储备充足、新鲜且整体可口开胃。没有任何盘子内的食物少于四分之一，且没有任何果汁壶内的果汁少于二分之一If a buffet, the food is well-stocked, fresh and appetizing in overall appearance. There are not any dishes more than one-quarter empty and there are not any juice pitchers more than half empty
如果是自助餐，食物的陈列非常赏心悦目If a buffet, the presentation is exceptionally eye appealing and inviting
如果是自助餐，餐厅内提供现场点餐选择，用于单独制备蛋食及/或其他热食If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods
如果是自助餐，所有适当菜肴均清晰而优雅地贴有标签If a buffet, all appropriate dishes are clearly and elegantly labeled
餐厅内随时提供特色咖啡和茶饮选择It is possible to receive a selection of specialty coffees and teas at any time
咖啡和茶饮服务以精致的方式呈现Coffee and tea service is presented in a refined manner
餐桌状况良好，干净整洁Table is in excellent condition and completely clean
餐厅提供餐巾，且状况良好、干净整洁并经过熨烫Cloth napkins are used and are in excellent condition, clean and pressed
客人的坐席区干净整洁，状况良好The guest's seating area is clean and in excellent condition
上餐用具状况良好，外观整洁卫生Serviceware is in excellent condition, completely clean and hygienic in appearance
上餐用具品质精良，外观精美Serviceware is of excellent quality and cohesive in appearance
提供所有适当餐具All proper cutlery is provided
便捷撤走用后餐盘Removal of soiled dishes is convenient
即时提供账单The presentation of the bill is prompt
账单准确无误The bill is accurate
餐厅内整洁有序，专业有素；餐桌统一布置The dining room exhibits a well-organized and professional appearance; tables are uniformly set
腾出的桌台在五分钟内清理完毕Vacated tables are cleared within five minutes
用餐环境舒适，温度适宜，且如果使用音响系统，音量适宜The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate
座位和桌台布置舒适，留有充足的桌面空间The seating and table arrangement are comfortable, including ample tabletop space
服务的处理没有过多延迟或中断The service is handled without excessive delays or interruptions

酒吧/酒廊服务Bar/Lounge Service

工作人员表达清晰，避免使用俚语及过度使用缩略语Staff is highly articulate and avoids slang and excessive use of phrase-fragments
工作人员彬彬有礼，在整个互动过程中保持亲切的语气和适当的语速Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
工作人员始终面带微笑，并保持亲切的表情Staff readily smiles and maintains an engaging expression
工作人员与客人进行眼神接触，并保持对客人的专注Staff makes eye contact and keeps focus on the guest
工作人员展现出真正对客人感兴趣及关心及/或在适当及有益的情况下展示预期的服务Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful
无需提醒工作人员，因为他们已预料到所有需求，并主动予以提供It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them
如有要求，服务员可帮助讨论饮料和酒吧供应饮品的细节并提供适当的建议Server can helpfully discuss details of beverages and bar offerings and provide appropriate recommendations, if asked
工作人员熟练履行部门的要求。工作人员能够自如地回答有关整个酒店或获得有效及即时帮助的问题Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
工作人员始终态度恭敬地与客人进行个性化互动，如果知道客人的喜好，则按照该喜好称呼客人Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
工作人员以礼貌及适宜的措辞结束互动Staff closes interactions with polite, appropriate remarks
遇到的所有工作人员均穿着干净、合身的制服All staff encountered are wearing clean and well-fitted uniforms
工作人员的仪表与酒店风格一致，具有良好的个人护理和卫生意识 Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
工作人员保持留心的状态，并在客人面前表现专业Staff maintains alert posture and behaves professionally in view of the guest
工作人员在整个体验中谨慎而亲切，同时保持细心Staff is discreet and unintrusive throughout the experience, while remaining attentive
工作人员不拒绝任何请求，除非提供适当的替代选择Staff does not decline any request without offering appropriate alternatives
客人就坐后，工作人员在一分钟内前来招待Once the guest is seated, they are greeted within one minute
如果是餐桌点单，首轮饮品在五分钟内送达，如果是酒吧吧台点单，则为四分钟，除非服务员另有说明First drinks are served within five minutes of ordering at a table, or four minutes of ordering at the bar counter, unless otherwise advised by server
后续续杯在空杯后的一分钟内周到完成Follow-up rounds are discreetly offered within one minute of glass being empty
所有所点食物均准确上餐，服务员无需询问谁点了什么All items ordered are served accurately and server does not have to ask who ordered what
杯装葡萄酒服务包括在桌上展示标签及进行斟倒Wine by the glass service includes demonstration of the label and pouring at the table
杯装葡萄酒服务提供样品试饮Wine by the glass service includes an offer of a tasting sample
混合饮料/鸡尾酒极具吸引力和/或美感Mixed drinks/cocktails are dynamically interesting and/or photogenic
饮品盛放在完全适宜用来啜饮的高品质玻璃器皿中Beverages will be served in high quality glassware completely appropriate to the drink
饮品的温度适宜 Beverages are served at appropriate temperatures
饮品分量适宜Beverage pours/portions are appropriate
混合饮料和鸡尾酒正确制备且口感均匀Mixed drinks and cocktails are correctly prepared and well-balanced
工作人员用心维护桌面/吧台区域Staff attentively maintains tabletop/bar counter area
呈上的饮品菜单和结账单崭新干净，无任何损坏。饮品菜单语法准确无误Beverage menu and check presenter are in pristine condition, free of any damage. Beverage menu is grammatically correct
菜单上包括特殊而有趣的各种高品质烈酒和啤酒。并且列出杯装葡萄酒Beverage menu includes an exceptional and interesting variety of top-quality liquors and beers. Wines by the glass are also listed
供应至少三种精心挑选及多样化的杯装红葡萄酒、三种白葡萄酒及一种香槟/气泡酒At least three well-chosen and diverse red wines, three white wines and one Champagne/sparkling wine are available by the glass
菜单包括一种特殊的特色饮品Menu includes an exceptional specialty offering
若提供，饮品菜单列出至少两种高品质非酒精饮品选项If provided, beverage menu features at least two high quality non-alcoholic beverage options
随饮品提供至少一种新鲜小吃At least one fresh snack is offered with the drinks
若提供，小吃品质精良，独具特色If provided, snacks are of extremely high quality and distinctive in presentation
若供应小吃，则提供餐巾If snacks are served, napkins are provided
若提供，餐巾以亚麻或棉布制成If provided, napkins are made of linen or cotton
所有饮品下均垫有独特杯垫All drinks are served on distinctive coasters
上餐用具状况良好，外观整洁卫生Serviceware is in excellent condition and completely clean and hygienic in appearance
客人的坐席区干净整洁，状况良好The guest's seating area is clean and in excellent condition
酒吧/酒廊内整洁有序，专业有素；桌台统一布置The bar/lounge exhibits a well-organized and professional appearance; tables are uniformly set
吧台空出的位置在三分钟内清理完毕，桌台空出的位置在五分钟内清理完毕Vacated spaces are cleared within three minutes at the bar counter or within five minutes at a table
酒廊环境舒适宜人，温度适宜，空气新鲜The lounge environment is very comfortable, including appropriate temperature, and the air is fresh
餐桌安排非常舒适，同时与服务人流及其他客人充分隔离The seating arrangement is completely comfortable and adequately distanced from service traffic and other guests
提供的音乐和/或娱乐节目适合酒吧/酒廊的氛围，音量和音质惬意舒适Music and/or entertainment are provided in a style appropriate to the bar/ lounge setting; volume and sound quality are comfortabl
服务台、吧台及吧台后面的区域始终保持整洁，让人赏心悦目Service stations, bar counter and back bar area are always neatly maintained and eye appealing
账单方便、谨慎地出示和收取The bill is conveniently and discreetly presented and collected
账单准确无误The bill is accurate

房内用餐In Room Dining

工作人员表达清晰，避免使用俚语及过度使用缩略语Staff is highly articulate and avoids slang and excessive use of phrase-fragments
工作人员彬彬有礼，在整个互动过程中保持亲切的语气和适当的语速Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
工作人员始终面带微笑，并保持亲切的表情Staff readily smiles and maintains an engaging expression
工作人员与客人进行眼神接触，并保持对客人的专注Staff makes eye contact and keeps focus on the guest
工作人员展现出真正对客人感兴趣及关心及/或在适当及有益的情况下展示预期的服务Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful
点餐员询问客人关于饮食限制、偏好或过敏情况，事先知晓则主动进行确认Ordertaker inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known
如果知道客人有饮食限制、偏好或过敏情况，并且需要修改菜肴，工作人员在提供膳食时适当进行确认If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal
无需提醒工作人员，因为他们已预料到所有需求，并主动予以提供It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them
工作人员之间的跨部门沟通渠道一致而完整Cross-departmental channels of communication among staff are consistent and complete
工作人员熟练履行部门的要求。工作人员能够自如地回答有关整个酒店或获得有效及即时帮助的问题Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
工作人员始终态度恭敬地与客人进行个性化互动，如果知道客人的喜好，则按照该喜好称呼客人Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
工作人员以礼貌及适宜的措辞结束互动Staff closes interactions with polite, appropriate remarks
遇到的所有工作人员均穿着干净、合身的制服All staff encountered are wearing clean and well-fitted uniforms
工作人员的仪表与酒店风格一致，具有良好的个人护理和卫生意识Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
工作人员保持留心的状态，并在客人面前表现专业Staff maintains alert posture and behaves professionally in view of the guest
工作人员不拒绝任何请求，除非提供适当的替代选择Staff does not decline any request without offering appropriate alternatives
菜单包括至少两种高品质健康饮品Menu includes at least two high quality health-conscious beverages
菜单上提供多种营养方面的选择，并考虑到饮食限制因素Menu offers a variety of nutritionally focused options; dietary restrictions are considered
菜单种类繁多，包括概念性特色菜肴Menu provides an exceptional variety, including concept-driven specialty dishes
点餐员可帮助讨论食物和饮品的细节Ordertaker can helpfully discuss details of foods and beverages
工作人员会告知预计上餐时间，且误差不超过五分钟，不会提早或延迟Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later
午餐和晚餐在 40 分钟内上餐；早餐在 30 分钟内上餐Lunch and dinner are served within 40 minutes; breakfast is served within 30 minutes
工作人员周到地铺好桌台，以便客人随时开始用餐；所有餐具均摆放整齐Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged
若提供客房服务，则在房间里打开饮品并斟倒If in-room service is provided, beverages are opened and poured in the room
若提供客房服务，杯装葡萄酒装在酒瓶中呈现，并在房间里斟倒If in-room service is provided, wine by the glass is presented in a bottle and poured in the room
若提供客房服务，将椅子放到餐桌边，且座位安排非常舒适If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable
食物的摆盘精确而细致Food presentation is precise and carefully plated
热食和热饮在上餐时是热的；冷冻食品在食用时未融化Hot foods and beverages are hot when served; frozen items are firm at the time of consumption
食物和饮品新鲜健康，并以高品质原材料制成Foods and beverages are fresh and use high quality ingredients
食物美味可口，调味适宜/均衡Foods are flavorful and well-seasoned/balanced
分量适宜Portions are appropriate
烹煮适宜且符合要求Cooking is executed properly and as requested
所有所点食物均准确上餐All ordered items are accurately served
调味品优雅呈现Condiments are elegantly presented
随时提供特色咖啡和茶饮选择It is possible to receive a selection of specialty coffees and teas at any time
咖啡和茶饮服务以精致的方式呈现Coffee and tea service is presented in a refined manner
托盘或房内餐车状况良好，干净整洁Tray or in-room dining cart is in excellent condition and completely clean
使用的布餐巾、桌布及垫布状况良好、干净整洁且经过熨烫Cloth napkins, tablecloths and liners used are in excellent condition, clean and pressed
上餐用具状况良好，外观整洁卫生Serviceware is in excellent condition, completely clean and hygienic in appearance
上餐用具品质精良，外观精美Serviceware is of excellent quality and cohesive in appearance
提供所有适当餐具技术All proper cutlery is provided
用过餐盘在 12 分钟内撤走，或在预先安排时间的五分钟内完成Removal of soiled dishes occurs within 12 minutes or within five minutes of the pre-arranged time
收餐时，工作人员将房间恢复原貌When collecting the dishes, staff returns the room to its original appearance
服务的处理没有过多延迟或中断The service is handled without excessive delays or interruptions

总结Comments

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BJSWA

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预订和抵达前Reservation & Pre-Arrival 1

抵达服务Arrival Service

离店服务Departure Service

宾客服务请求Guest Service Request

客房日常服务Housekeeping Daily Service

客房夜间服务Housekeeping Evening Service

客房Guest Room

酒店用餐Hotel Dining

酒吧/酒廊服务Bar/Lounge Service

房内用餐In Room Dining

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BJSWA

Free BJSWA Checklist

Go digital today!

Convert your paper checklists into digital forms

预订和抵达前Reservation & Pre-Arrival 1

抵达服务Arrival Service

离店服务Departure Service

宾客服务请求Guest Service Request

客房日常服务Housekeeping Daily Service

客房夜间服务Housekeeping Evening Service

客房Guest Room

酒店用餐Hotel Dining

酒吧/酒廊服务Bar/Lounge Service

房内用餐In Room Dining

Related checklists