Holiday Inn Zhengzhou Riverside（更新）

• 审计标题

• 审计时间

  Date
• 位置
  Address

• 人员

Hotel Main Entrance

• Entrance Doors 入口<br>Cleanliness 是否干净<br>Visible and clean 显著度及清洁度<br>Appealing 吸引人的<br>Light Sufficiency 灯光是否充足<br>

  Yes

  No

  N/A

• Signage 招牌<br>Cleanliness 是否干净？Lighting 灯光是否充足？<br>Visible and clean 显著度及清洁度<br>Appealing 吸引人的<br>Light Sufficiency 灯光是否充足

  Yes

  No

  N/A

• Carpet/Marble condition/Wall/Pillars/Furniture/Plants/Flower arrangements nice and appealing are clean and well maintained/地毯/大理石状况/墙壁/梁柱/家具/植物/花卉摆设是否干净及良好保养

  Yes

  No

  N/A

• Cleanliness of area 公共区域清洁度<br>Is the entire Lounge area clean? Including sofas ，Chairs and carpet?是否全部休息区域都干净？

  Yes

  No

  N/A

• Staff 员工<br>Friendly 友善的，Attentive 细心的<br>Uniforms clean and neat with name badge制服干净整洁，佩戴名牌

  Yes

  No

  N/A

• Security 安全<br>Friendly 友善的，Attentive 细心的<br>Staff at post 员工是否在岗<br>Front desk petty cash 前台备用金

  Yes

  No

  N/A

• Check all emergency exit doors on the ground floor紧急出口的检查<br>Are the lights working?灯是否开启？<br>Is the exit free of obstacles?出口是否通畅无阻？

  Yes

  No

  N/A

• The lobby area on 1st Floor 一层大堂区域<br>Is the entire Lounge area clean?Including sofas,chair and carpet?是否全部休息区域都干净？

  Yes

  No

  N/A

• Bellman/Boy行李员<br>Are all area clean and sufficient staffing present ?礼宾区域是否干净，员工是否在岗？

  Yes

  No

  N/A

• Luggage Trolleys行李车<br>Are the carts at their designated location?行李车是否在指定位置？

  Yes

  No

  N/A

• check the safe-deposit room 检查保险室<br>Is the floor clean and the room in good condition?地面是否干净？房间是否处于良好状态？

  Yes

  No

  N/A

• Check the house phone in lobby 检查大堂和公共电话<br>Are they working properly?电话是否在可使用状态？<br>Is the note pad,pen and paper set is complete?是否有便签本及纸笔？

  Yes

  No

  N/A

• Scent at lobby大堂香薰机是否正常工作？

  Yes

  No

  N/A

Main drive way 主车道

• Clean 是否干净<br>Cleanliness 是否干净？Lighting 灯光是否充足？<br>Visible and clean 显著度及清洁度<br>Appealing 吸引人的<br>Light Sufficiency 灯光是否充足

  Yes

  No

  N/A

Lobby/Front office前厅

• 前台员工是否展现了良好的肢体语言（例如，无依靠墙壁和柜台和无精打采）且没有与其他员工闲聊现象？

  Yes

  No

  N/A

• Reception/Front desk接待/前台<br>Friendly友善的，Attentive细心的<br>Guest name will be used 是否称呼客人姓名<br>Sufficient staff足够的人力<br>Uniforms clean and name badge制服干净整洁，佩戴名牌

  Yes

  No

  N/A

• Guest services manager宾客服务经理<br>Friendly友善的，Attentive 细心的<br>Effective有效率的<br>Uniforms clean and name badge制服干净整洁佩戴名牌<br>Is the wifi accessible?无线网络能否使用？

  Yes

  No

  N/A

Natural Bar然吧

• Music音乐<br>Background music 背景音乐

  Yes

  No

  N/A

• Cleanliness清洁<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

• Lighting level adequate and no burnt out bulbs 灯光照明是否恰当并且没有坏掉得灯泡

  Yes

  No

  N/A

• Carpet/Flooring地毯及地板/Furniture家具<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

• Menu cards/Wine list clean and well presented 菜单及酒单必须是干净并且摆设良好

  Yes

  No

  N/A

• Department head on the spot部门负责人是否在现场<br>Friendly 友善的，Attentive细心的<br>Effiective有效率得<br>Uniforms clean and neat with name badge 制服干净整洁佩戴名牌

  Yes

  No

  N/A

Yue Café 悦咖啡 Kitchen 厨房

• Music音乐<br>Background music 背景音乐

  Yes

  No

  N/A

• Flooring地板/Furniture家具<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

• Department head on the spot部门负责人是否在现场<br>Friendly 友善的，Attentive细心的<br>Effiective有效率得<br>Uniforms clean and neat with name badge 制服干净整洁佩戴名牌

  Yes

  No

  N/A

• Staff 员工<br>Friendly 友善的，Attentive细心的<br>Effiective有效率得<br>Uniforms clean and neat with name badge 制服干净整洁佩戴名牌

  Yes

  No

  N/A

HUA Ting Chinese Restaurant 华亭中餐厅 Kitchen 厨房

• Main restaurant area 华亭走廊区域

  Yes

  No

  N/A

• Music音乐<br>Background music 背景音乐

  Yes

  No

  N/A

• Cleanliness清洁<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

• Lighting level adequate and no burnt out bulbs 灯光照明是否恰当并且没有坏掉得灯泡

  Yes

  No

  N/A

• Flooring地板/Furniture家具<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

• Menu cards/Wine list clean and well presented 菜单及酒单必须是干净并且摆设良好

  Yes

  No

  N/A

• Department head on the spot部门负责人是否在现场<br>Friendly 友善的，Attentive细心的<br>Effiective有效率得<br>Uniforms clean and neat with name badge 制服干净整洁佩戴名牌

  Yes

  No

  N/A

• Check private dining rooms 检查用餐包间

  Yes

  No

  N/A

• Are all rooms ready for operation?是否所有包厢均可投入运作？

  Yes

  No

  N/A

• Centre piece fresh台面装饰插花是否新鲜

  Yes

  No

  N/A

• Light condition灯光是否充足

  Yes

  No

  N/A

• Air con working空调是否运作

  Yes

  No

  N/A

Banquet 宴会厅

• Guest presence is acknowledge 1 min客户到达后的一分钟就有人接待

  Yes

  No

  N/A

• If there are set up如会议有布置Table cloth 台布<br>Cleanliness 干净度

  Yes

  No

  N/A

• If there are set up如会议有布置Set up整体布置<br>In Order整齐度

  Yes

  No

  N/A

• Toilet 卫生间<br>Cleanliness 干净度

  Yes

  No

  N/A

• Foyer宴会厅外场<br>Cleanliness干净度

  Yes

  No

  N/A

• Entrance lights 入口处灯光<br>In order 正常使用

  Yes

  No

  N/A

• Staff 员工<br>Friendly 友善的，Attentive细心的<br>Effiective有效率得<br>Uniforms clean and neat with name badge 制服干净整洁佩戴名牌

  Yes

  No

  N/A

• Cleanliness清洁<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

• Lighting level adequate and no burnt out bulbs 灯光照明是否恰当并且没有坏掉得灯泡

  Yes

  No

  N/A

• Climate control温度控制<br>Adequate 是否够冷，暖

  Yes

  No

  N/A

• Carpet/Flooring地毯及地板/Furniture家具<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

Public Toilet公共卫生间

• ADD 西餐厅<br>Cleanliness 干净度

  Yes

  No

  N/A

• Trio restaurant 中餐厅<br>Cleanliness 干净度

  Yes

  No

  N/A

Inspect guest elevator电梯检查

• Cleanliness of area区域清洁度<br>Cleanliness 干净度

  Yes

  No

  N/A

• Light level 灯光照明度<br>Appropriate and no bulbs burned 是否适当且没有坏掉得灯泡

  Yes

  No

  N/A

• Music 音乐<br>Background,soft music 背景音乐，轻音乐

  Yes

  No

  N/A

• Emergency button available 呼叫按钮是否可以使用<br>Are they clean是否干净<br>Any sign of vandalism 是否有故意破坏的记号

  Yes

  No

  N/A

• Check all back of the house elevator员工电梯检查<br>Are they clean是否干净<br>Any sign of vandalism 是否有故意破坏的记号

  Yes

  No

  N/A

• The poster电梯宣传画<br>Cleanliness and no vandalism干净度及无故意损坏

  Yes

  No

  N/A

Health Club 健身中心

• Music 音乐<br>Background music 背景音乐

  Yes

  No

  N/A

• Cleanliness清洁<br>Clean and well maintained 清洁保养度是否良好

  Yes

  No

  N/A

• Lighting level adequate and no burnt out bulbs 灯光照明是否恰当并且没有坏掉得灯泡

  Yes

  No

  N/A

• Flooring地板/Furniture家具<br>Clean and well maintained清洁保养度是否良好<br>Is all fitness equipment in good working condition 所有器械是否处于正常状态

  Yes

  No

  N/A

Parking area 停车场

• Is the floor clean and in good condition 是否干净整洁，处于良好状态

  Yes

  No

  N/A

• Are the lights working灯是否开启

  Yes

  No

  N/A

• Is the exit free of obstacles 出口是否通畅无阻

  Yes

  No

  N/A

Back of house 后场办公区域

• Is the exit free of obstacles 出口是否通畅无阻

  Yes

  No

  N/A

• Day and night lights setting（energy saving）检查灯光设置（节能）

  Yes

  No

  N/A

• The air condition setting(energy saving）检查空调设置（节能）

  Yes

  No

  N/A

• Staff at post员工是否在岗

  Yes

  No

  N/A

• All electric equipment in good working condition and energy saving setting所有电气设备是否处于安全节能状态

  Yes

  No

  N/A

• Dour lock/Security chain/Safety lock门锁，安全锁链

  Yes

  No

  N/A

Staff canteen员工餐厅

• Food and beverage safety菜肴食品安全质量

  Yes

  No

  N/A

• Table/Floor餐桌/地板<br>Clean and well maintained 清洁保养度及是否干净

  Yes

  No

  N/A

• Staff 员工<br>Uniforms clean and neat with name badge制服干净整洁佩戴名牌

  Yes

  No

  N/A

Locker男女更衣室

• Cleanliness of area 区域清洁度<br>Cleanliness干净度

  Yes

  No

  N/A

• Cabinet lock/safety柜门锁安全

  Yes

  No

  N/A

Shift dormitory倒班宿舍

• Bed linens cleanliness 床上用品干净整洁

  Yes

  No

  N/A

• Climate setting温度设置<br>Air conditioner thermostat空调/温度调节装置

  Yes

  No

  N/A
Room Inspection Checklist客房检查表

• Room No.房间号

• Room Type房型

Entrance入口 1.Door/Room No./Fire Escape Instruction门号牌，防火须知 2.Door View/Door frame/Door Handle门外观，门框，门把手 3.Door Lock/Security Chain/Safety Lock门锁，安全锁链 4.Check day and night room light setting(energy saving) 5.DND/Door bell

• Door/Room No./Fire Escape Instruction门号牌，防火须知

  Yes

  No

  N/A

• Door View/Door frame/Door Handle门外观，门框，门把手

  Yes

  No

  N/A

• Door Lock/Security Chain/Safety Lock门锁，安全锁链

  Yes

  No

  N/A

• Check day and night room light setting(energy saving)灯光设置

  Yes

  No

  N/A

• DND/Door bell请勿打扰/门铃

  Yes

  No

  N/A

Closet壁橱

• Wardrobe door/Wall in wardrobe壁橱门，壁橱墙壁

  Yes

  No

  N/A

• Bathrobe/Male/Female clothes hangers浴衣，衣架

  Yes

  No

  N/A

• Shoe shine supply/Room carpet鞋擦布，房间地毯

  Yes

  No

  N/A

• Light switch/Panel/Safe deposit box开关，面板，保险柜

  Yes

  No

  N/A

• Air-conditioner/Thermostat空调/温度调节装置

  Yes

  No

  N/A

• Laundry bags/List/Slippers洗衣袋/洗衣单/拖鞋

  Yes

  No

  N/A

Luggage Rack 行李架

• Luggage rack/Backboard行李架/背板

  Yes

  No

  N/A

TV and Minibar电视和迷你吧

• Television stand/Door wings电视架/柜门边翼

  Yes

  No

  N/A

• TV set /Remote control电视/遥控器

  Yes

  No

  N/A

• Minibar set up/List/Fridge cleanliness迷你吧设置/酒水单/冰箱清洁度

  Yes

  No

  N/A

• Coffee table/Fruit plate/Ashtray咖啡桌/水果盘/烟灰缸

  Yes

  No

  N/A

• Electric kettle inside/outside cleanliness 电热水壶内外清洁

  Yes

  No

  N/A

• Coffee and tea supplies ,sugars/Milk powder咖啡/茶/糖/伴侣

  Yes

  No

  N/A

• Glasses/Drinking water bottle/tags杯子/饮料瓶/标签

  Yes

  No

  N/A

Writing desk/Amenities写字桌/用品布置

• Writing desk/Desk chair/Telephone/Desk lamp写字桌/桌前椅/电话/台灯

  Yes

  No

  N/A

• Ashtray/Waste bin烟灰缸/垃圾箱

  Yes

  No

  N/A

• DND sign/Calendar/Magazine/City map勿扰灯/日历/杂志/城市地图

  Yes

  No

  N/A

Night stand开夜床

• Bedside table /Drawer/Yellow pages/ Whites pages床头柜/抽屉/电话本/纸张

  Yes

  No

  N/A

• Leather note pad/Ball-pen/Telephone皮垫/圆珠笔/电话

  Yes

  No

  N/A

• Bedside table lamp/Stand床头灯/抽屉

  Yes

  No

  N/A

Bed 床

• Headboard床头板

  Yes

  No

  N/A

• Bed/Pillow/Blanket/Mattress床/枕头/被子/床垫

  Yes

  No

  N/A

Sofa/Armchair沙发

• Cushion/Sofa side table/Stand lamp垫子/沙发/边桌/落地灯

  Yes

  No

  N/A

Curtains窗帘

• Heavy curtain/Sheer curtain遮光帘/薄纱帘

  Yes

  No

  N/A

• Curtain rail窗帘架/轨道

  Yes

  No

  N/A

• Curtain remove control/Curtain remove control explanation窗帘遥控器/窗帘遥控器使用说明

  Yes

  No

  N/A

Bathroom浴室

• Door knob/Lock/Latch/Marble/Frame门把手/锁/大理石/框架

  Yes

  No

  N/A

• Bathtub/Extra shower cubicle/Shower cubicle door浴缸/独立浴室/独立浴室门

  Yes

  No

  N/A

• Shower head/Faucets/Walls/Tiles浴头/水龙头/墙部瓷砖

  Yes

  No

  N/A

• Toilet flush/Toilet roll/Holder冲水开关/厕纸/托架

  Yes

  No

  N/A

• Drain stopper/Floor drain下水堵口/地漏

  Yes

  No

  N/A

• Wall telephone/Mirror/Bathroom glasses墙上电话/镜子/刷牙杯

  Yes

  No

  N/A

• Hair dryer/Bathroom weight scale吹风机/健康秤

  Yes

  No

  N/A

• Waste/Ashtray/Soap dish垃圾桶/烟灰缸/肥皂盒

  Yes

  No

  N/A

• Towels(Hand/Face/Bath towel)毛巾（手巾/脸巾/浴巾）

  Yes

  No

  N/A

• Ceiling/Ceiling access天花板/天花板维修入口

  Yes

  No

  N/A

• Shampoo/Body lotion/Nail file/Sewing kit洗发水/护肤液/指甲锉/针线包

  Yes

  No

  N/A

• Soap/Cotton buds/Shower cap肥皂/棉棒/浴帽

  Yes

  No

  N/A

• Tissue box/Toothbrush/Paste/Razor kit纸巾盒/牙刷/牙膏/剃须刀

  Yes

  No

  N/A

Room service experience

• Answer the call within 3 rings with warm 3 声内接听电话，热情，友好清晰

  Yes

  No

  N/A

• The voice pleasant, professional, polite and unrushed 声音悦耳，职业，有礼貌且不匆忙

  Yes

  No

  N/A

• Called your name at least 2 times 至少2次使用您的名字

  Yes

  No

  N/A

• Listen patiently without interrupting, ensure a complete order by suggesting beverages for all order耐心倾听且没有打断您，是否建议一些饮料，甜点

  Yes

  No

  N/A

• An estimated time of delivery was specifically mentioned, preparation + food transportation = delivery time. Shopper note: Single beverage orders including tea & coffee order = 15 minutes. Breakfast = 20 minutes regular orders, lunch and dinner = 30 minutes 送餐时间=制作时间+运送时间， 注意要点：饮料订单（包括茶和咖啡）送餐时间为15分钟， 早餐送餐时间为20分钟 其它订单如午餐和晚餐送餐时间为30分钟

  Yes

  No

  N/A

• Repeat the order to the guest for confirmation,he/she alway ask if there is anything else that he/she can assist with you 重复确认订单，是否总是询问您还有其它什么事情可以提供帮助

  Yes

  No

  N/A

• Thank you for your order at the end of your call 在结束时感激您的点餐

  Yes

  No

  N/A

Answer telephone standard电话接听规范

• Did colleague provide a warm greeting with a smile in their voice?<br>员工是否以“微笑”的声线向您致以热情的问候？

  Yes

  No

  N/A

• Did the colleague state his/her name? <br>员工是否主动告知自己的姓名？

  Yes

  No

  N/A

• Did the colleague use your name naturally as a signal of recognition? (greet guest by name at least 2 times throughout the conversation)<br>员工是否很自然地称呼您的姓名以表认知？(在接听过程中，至少两次称呼客人姓名）

  Yes

  No

  N/A

• Did the colleague provide a friendly attitude and was willing to help you during the conversation? ( it's forbidden to answer 'I don't know', must offer alternative solutions)<br>在接听过程中，员工是否态度友好且乐意提供帮助？（不得回答"不知道"，必须提供备选方案)

  Yes

  No

  N/A

• If your call is being transferred, was it within 30 seconds?如果您的电话被转接，请问等待时间是否在30秒之内？

  Yes

  No

  N/A

• Did the colleague appreciate your call before finishing the call?通话结束前，员工是否有感谢您的来电？

  Yes

  No

  N/A

• Did the colleague hang up the phone after you?员工是否等待您挂电话后再结束通话

  Yes

  No

  N/A

• Good

  Fair

  Poor

  N/A