LQE - Concierge

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STANDARD

GUEST SERVICES/CONCIERGE STANDARDS

• Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or in the case of digital communication, was a response received within 3 minutes? 是否在响铃三声或十秒钟之内接听来电并致以适当的问候？或者在数字通信的情况下，是否在3分钟内收到响应？

  Yes

  No

  N/A

• If the caller is put on hold, did the colleague ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option? 若来电者需要接听等待,员工是否征求了来电者的同意？等待时间是否超过30秒；或者来电人是否表示之后再打回来？

  Yes

  No

  N/A

• Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)? 背景环境是否安静或无干扰（即是否难以听清对话或让人分散注意力）？

  Yes

  No

  N/A

• If the guest was not acknowledged or offered assistance when approaching the desk, was an apology extended? 如果客人在走向前台时没有被识别或提供帮助，是否表示歉意？

  Yes

  No

  N/A

• Did the colleague ask questions to fully understand the guest's needs (i.e. specific interests, available time, etc)? 员工是否通过提问彻底理解客人需要?（即具体兴趣、可用时间等）？

  Yes

  No

  N/A

• Did the colleague anticipate the guest’s complete requirements and share exquisite local knowledge of hidden treasures, creating memorable experiences? 同事是否预见到了客人的完整的要求，并分享了当地宝藏的专业知识，创造了难忘的体验？

  Yes

  No

  N/A

• Did the colleague display firsthand knowledge and local expertise by offering suitable and thorough recommendations based on the information provided? 员工是否拥有第一手知识和当地专业技能，根据客人所提供的信息提供适当全面的建议？

  Yes

  No

  N/A

• If a restaurant recommendation was requested, did the colleague ascertain the type/style of restaurant preferred (e.g. casual, formal etc.) and then offer an appropriate choice of options? 如要求推荐餐厅，员工是否确认客人喜欢的餐饮类型后再推荐合适的餐厅，并介绍了餐厅的大体风格（如休闲、正式等）？

  Yes

  No

  N/A

• When asked for recommendations on services/dining options and the services/dining options were available on property, did the colleague promote the hotel's services/outlets first before suggesting outside alternatives? 宾客提出服务/就餐推荐，并且酒店中提供该服务/就餐选择时，员工是否首先推荐酒店的服务/商店，再提出酒店外的选项？

  Yes

  No

  N/A

• Did the colleague add any additional surprises and delights based on the recommended restaurants or local activities if relevant (such as suggesting to visit at sunset or highlighting the menu specials, etc.)? 同事是否根据推荐的餐厅或当地活动（如建议在日落时分参观或突出菜单特色菜等）增加了额外的惊喜和乐趣？

  Yes

  No

  N/A

• If there was an opportunity to do so, did the colleague follow up on the suggestions/recommendations provided to ensure the guest's complete satisfaction? 如果有机会的话，员工是否对提供的建议 / 推荐进行跟进，让客人完全满意？

  Yes

  No

  N/A

• Did the colleague offer accurate directions and/or transport options via a digital solution or complimentary map of surrounding area along with information pertaining to expected travel time? 员工是否通过电子方案，提供准确的方向和/或交通选项，或提供周围地区的免费地图，并附有预计出行时间的信息？

  Yes

  No

  N/A

• Were green mobility/travel options promoted by the hotel at the destination (i.e. cycling, walking, public transport)? 酒店是否在目的地推广绿色交通/旅行选项（即骑自行车、步行、公共交通）？

  Yes

  No

  N/A

• Did the hotel offer digital connectivity with guests who wish to communicate this way, via email or helloMO messaging? 酒店是否为希望线上沟通的客人提供数字化连接方式，电子邮件或helloMO？

  Yes

  No

  N/A

• Did colleagues deliver messages, parcels and deliveries within 15 minutes and pass with both hands to the guest and depart with a fond farewell? 同事们是否在15分钟内传递信息、包裹和快递，并双手传递给客人，然后带着美好的告别离开？

  Yes

  No

  N/A

• Were all prestay enquiries/emails responded to within 12 hours and was a full response received for all requests? 是否所有入住前的询问/邮件都在 12 小时内回复，并且是否收到所有请求的完整回复？

  Yes

  No

  N/A

• Were all confirmations and information provided digitally as a priority, and if required, professionally presented on hotel paper? 是否所有的确认信及信息都以电子形式，或专业地使用酒店纸张呈现？

  Yes

  No

  N/A

• If applicable/available, were all digitally communicated requests promptly acknowledged in an appropriate tone (i.e. match guest's style of conversation, but refrain from using abbreviations) within 3 minutes, unless advised of a longer timeframe? （若适用/可提供）是否在3分钟内（有建议的更长回复时间除外）以适当的语调（即配合宾客的对话风格，但禁止使用简写），及时进行确认所有数字沟通请求

  Yes

  No

  N/A

• Did the colleague offer a sincere farewell at the end of the conversation and show appreciation? 通话结束时，员工是否真诚致谢和道别？

  Yes

  No

  N/A

PILLARS EMOTIONAL BEHAVIOURAL STANDARDS

• We understand that you are unique. Shaping your stay by creating personal experiences, allowing our personalities to shine through when interacting with you. 我们理解您的独特之处 发挥我们灵动的个性与您互动, 以个性化的服务缔造您的体验。

  Yes

  No

  N/A

• We welcome you with warmth. Smiling sincerely and using your name appropriately. 我们热忱地欢迎您 真诚的微笑，恰如其分地称呼您的姓名。

  Yes

  No

  N/A

• We listen to everything you say. Observing your expressions to discover your likes and dislikes. 我们聆听您的一切 关注您的言行，以发现您的喜好

  Yes

  No

  N/A

• We anticipate what you need before you ask. Reading your body language and listening to your voice to be aware of your needs. 我们会先于您的要求而洞察您的需求 细心观察肢体语言并仔细聆听，以理解您的需求。

  Yes

  No

  N/A

• We add unexpected joy to your day. Creating MOwow moments of delight: small surprises that show we care. 我们为您营造意料之外的喜悦 营造喜出望外的难忘时刻，通过细微的惊喜以表我们对您的关怀

  Yes

  No

  N/A

• We never say 'no'. Offering alternatives instead. 我们永不说“不” 提出可供选择的解决办法。

  Yes

  No

  N/A

• We are mindful of our oriental heritage. Moving graciously, gesturing and talking calmly. 注重我们具有东方色彩的传统 举止优雅、仪态友善及交流沉稳。

  Yes

  No

  N/A

• We guide you if you need direction. Walking alongside you and gesturing politely with open hands. 我们在您有需要时为您引导 用礼貌的肢体语言为您在旁指引。

  Yes

  No

  N/A

• We recognise you if you are a member of Fans of MO. Making sure you get the extra recognition you deserve. 我们甄别文华东方集团尚扇荟成员 承诺您得到额外的尊属礼遇。

  Yes

  No

  N/A

• We take ownership. Providing seamless service and personally addressing all requests or complaints to ensure you are delighted. 我们尽显主人翁精神 提供无微不至的服务并人性化地满足需求或处理投诉，确保您称心满意。

  Yes

  No

  N/A

• We leave you with lasting memories. Looking forward to your next stay at Mandarin Oriental. 我们为您缔造永恒的回忆 期待您再次光临文华东方酒店。

  Yes

  No

  N/A

TOTAL NO. OF STANDARDS