信息

  • 文档编号

  • 审计标题

  • 客户/地点

  • 审计时间

  • 制备

  • 位置
  • 人员

审计

一、Lobby Activity / Hotel Orientation 大堂状况

  • 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

  • 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

  • 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?<br>Whether the concierge in the lobby of the hotel should serve the guests according to the schedule (driving door, help with luggage, etc.) 酒店大堂外礼宾员是否按标准为客人服务(开车门,帮助拿行李等)

  • The lobby area on 1st Floor 一层大堂区域<br>Check whether the facilities in the lobby are in good condition, light, music, and aromatherapy meet the brand standard. 检查酒店大堂的设施设备是否完好,灯光,音乐,香薰是否符合品牌标准<br>Check the lobby elevator, the bathroom is clean and tidy. 检查大堂电梯间,洗手间是否干净整洁<br>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

  • 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?

  • Staff 员工<br>Uniforms clean and neat with name badge 制服干净整洁,佩戴名牌<br>Guests being greeted with smile and “Good morning / Good afternoon / Good evening, Welcome to the Pullman Wenzhou” by team members<br>大堂工作人员面带微笑并使用礼貌用语(早上好/下午好/晚上好,欢迎光临温州铂尔曼酒店)迎接客人

  • 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

  • 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?

  • 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?

二、Front desk 前台

  • Reception/Front desk接待/前台<br>Guest name will be used 是否称呼客人姓名<br>Uniforms clean and name badge制服干净整洁,佩戴名牌<br>FO team are making eye contact and engaging with guests. Talking, sharing etc. Not just “processing” their requests 前厅部工作人员与客人有充分交流并保持礼貌眼神接触:礼貌交谈、分享酒店信息,而不仅仅是机械执行本岗职责<br>Guests being greeted with smile and “Good morning / Good afternoon / Good evening, Welcome to the Pullman Wenzhou” by team members<br>大堂工作人员面带微笑并使用礼貌用语(早上好/下午好/晚上好,欢迎光临温州铂尔曼酒店)迎接客人

  • Welcomer欢迎大使<br>Welcomer on position, service procedure by brand guideline <br>欢迎大使在大堂工作,并按规定服务客人

  • Arrival 到店<br>Offer the opportunity to enroll in the “Wanda Club” program if guest is not a members 确保与非会员住客分享入会计划和优惠信息<br>Guest who are waiting for C/I or C/O are acknowledged by FO team members while they wait 总是告知等待办理入住/离店手续的客人需要等候的时间<br>Guests offered a welcome drink 为到店客人准备欢迎饮料<br>Brand sense “thyme” scent can be smelled at main door and at check in area and elevator landing area 香氛系统工作正常,大堂门口、办理入住区域以及客梯厅均有香气

三、VIP Arrival 重要客人到店活动

  • Review VIP Arrivals 了解重要客人到店信息<br>Greeting to VIP with welcomer, check message whether sent to related management or not 同欢迎大使一起迎接客人,确保团队信息已发给各相关部门负责人

四、Lobby Bar 大堂吧

  • Host领位 / Staff 工作人员<br>Host / staff present upon arrival (greets and seats guest promptly if hosted) 领位员/工作人员在客人到达时(如接待客人,及时接待客人)<br>Whether the staff serve the guests according to the service standard.工作人员是否按服务标准服务客人

  • Music音乐<br>Background music 背景音乐

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

  • 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

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

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

  • Staff 员工<br>Uniforms clean and neat with name badge 制服干净整洁,佩戴名牌<br>Guests being greeted with smile and “Good morning / Good afternoon / Good evening, Welcome to the Pullman Wenzhou” by team members<br>工作人员面带微笑并使用礼貌用语(早上好/下午好/晚上好,欢迎光临温州铂尔曼酒店)迎接客人

五、ADD 全日餐厅

  • Welcome欢迎<br>Staff acknowledges guest upon arrival 员工能在客人到达餐厅时认知客人并称呼对方

  • Service 服务<br>Staff knowledgeable about buffet and its offerings 员工熟知自助餐的食品以及所提供的食品<br>Staff enquires as to guest satisfaction (at least once) but not in excess 员工询问客人的满意度(至少一次)<br>Staff professionally presents bill with pen 员工专业的提供账单并且有笔<br>Staff thanks guest and offers a pleasant parting comment (i.e. "thank you, have a nice day") 员工有致谢客人并提供愉快的临别祝福语(例如欢迎您的光临,祝您今天过得愉快)<br>Service is properly timed (beverage brought, dishes cleared, etc.)服务是符合标准的(饮料的服务,撤盘等等)<br>All Restaurant staff demonstrate proper service etiquette (efficient, friendly, attentive, professional, and sufficiently multilingual)<br>所有餐厅员工都表现出良好的服务礼仪(高效、友好、专注、专业和多种语言)

  • Buffet Restaurant Cleanliness 自助餐厅的清洁<br>Buffet and Food Serving Area is clean 自助餐和食物服务区保持干净<br>

  • Flooring地板/Furniture家具<br>Clean and well maintained 清洁保养度是否良好<br>Floor is clean 地板是干净的<br>Walls/Doors/Ceiling/ Windows/Treatments are clean 墙/门/天花板/窗户/处理是干净的<br>Furniture/ Equipment/Décor Items is clean 家具/设备/装饰物是清洁的

  • Staff 员工<br>Uniforms clean and neat with name badge 制服干净整洁,佩戴名牌<br>Guests being greeted with smile and “Good morning / Good afternoon / Good evening, Welcome to the Pullman Wenzhou” by team members 工作人员面带微笑并使用礼貌用语(早上好/下午好/晚上好,欢迎光临温州铂尔曼酒店)迎接客人

  • Overall总体<br>Overall, the buffet experience meets expectations 总体来说,自助餐体验符合预期

六、Room service experience 送餐服务

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

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

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

  • Listen patiently without interrupting, ensure a complete order by suggesting beverages for all order, desserts for for lunch and dinner order 耐心倾听且没有打断您,是否建议一些饮料,甜点,如果是午餐和晚餐的话,从而使您的点餐完整

  • Inquire preference of condiment, offer low-fat or non-fat items if applicable 询问对调味品的偏好,如需要是否为您提供一些低脂或无脂产品

  • Knowledgeable of the ingredients, preparation and serving time of each menu item, and provided accurate information upon request 对配料,所有菜单上的菜品制作及上菜时间熟悉,如被问及是否提供准确的消息

  • Pay special attention on dietary requirement, make an effort to accommodate off-menu request and offer alternative, offer to check and call back if unsure instead of saving No right away 关注您的特殊饮食需求,努力满足您的菜单外点单提供可选方案,如不确定是否告知您核实后再打过来而不是立刻予以否定

  • 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

  • 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

  • All In-Room Dining staff are well groomed, have uniforms in good condition and display proper hygiene 所有送餐部员工的仪容仪表都是整洁的,制服整洁和良好的个人卫生。

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

  • Overall, the in-room dining experience meets expectations 总体来说,送房用餐体验符合预期

  • In-Room Dining Cleanliness - F,F&E is clean and does not require housekeeping<br>送餐服务的清洁 – 所有工作设备保持干净,无需客房部来帮助

七、Meeting & Events 会议与宴会活动

  • LCD显示屏<br>Events Board Corresponding with Daily Events List. If no events, then Event board featuring hotel information / promotions 确认LCD信息发布与当日会议/宴会活动内容一致。如当日无会议活动,确认LCD发布内容为酒店促销活动

  • Foyer宴会厅外场<br>Cleanliness干净度

  • Security安全<br>Check events/setup/temporary electricity of operation license检查宴会活动布展/搭建/临时用电作业<br>Confirm events is set up in accordance with standard 确认宴会活动布展/搭建是否符合宴会活动搭建规范

  • Staff 员工<br>Uniforms clean and neat with name badge 制服干净整洁,佩戴名牌<br>Guests being greeted with smile and “Good morning / Good afternoon / Good evening, Welcome to the Pullman Wenzhou” by team members 工作人员面带微笑并使用礼貌用语(早上好/下午好/晚上好,欢迎光临温州铂尔曼酒店)迎接客人

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

  • 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

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

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

八、Public Toilet 公共卫生间

  • ADD 西餐厅<br>Cleanliness 干净度

  • Banquet 宴会厅<br>Cleanliness 干净度

九、Inspect guest elevator电梯检查

  • Elevator电梯<br>Check whether the elevator operates normally <br>检查电梯是否正常营运

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

  • 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

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

  • 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

  • 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

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

十、Health Club 健身中心

  • TV & Music 电视和音乐<br>TV in Fitness & Music Operation 电视、背景音乐工作正常

  • Service 服务<br>Reception Manner 接待人员礼节规范<br>Attendant On Duty To Provided Towels & Assistance 当班工作人员主动为客人提供毛巾等帮助<br>Pool Attendant On Duty 泳池救生员在场

  • Cleanliness清洁<br>Clean and well maintained 清洁保养度是否良好<br>Female & Male Lockers Room Clean 男女更衣室干净整洁

  • Facilities Are In Good Condition 设施功能正常<br>Is all fitness equipment in good working condition 所有器械是否处于正常状态<br>Pool water Visibility and Right Temperature 泳池水清澈见底、温度适宜<br>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<br>Is there a health club attendant in the Gym to assist guests是否有一位健身房员工在协助客人

十一、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

  • Are the lights working灯是否开启

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

十二、Back of house 后场区域

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

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

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

  • Staff at post员工是否在岗

  • 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

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

  • Garbage Compactor Room Garbage Separated Properly & In Respective Container 垃圾分类处理

  • Garbage Compactor Room is clean & dry 垃圾房干净整洁

  • B2 Receiving Area is clean, tidy and dry B2 收货平台区域干净整洁

  • B2 Parking Area is clean & dry; no garbage disposal B2停车场区域干净整洁,无垃圾堆放

  • General Store & Beverage Store Lock 总库或酒水库已上锁

  • Cargo & Staff Lifts Clean & Working Condition 货梯/员工梯干净,运行正常

十三、Staff canteen员工餐厅

  • Food and beverage safety菜肴食品安全质量

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

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

十四、Locker男女更衣室

  • Cleanliness of area 区域清洁度<br>Cleanliness of area 区域清洁度<br>No personal belongings stored outside lockers 无私人物品悬挂在外<br>Rest Room Are Clean & Tidy and smell good 休息室整洁无异味

  • Facilities 设施<br>Facilities Are In Good Condition 设施功能正常<br>Cabinet lock/safety柜门锁安全<br>Air Conditioning & Lighting Are In Good Condition 空调及灯具可正常使用

十五、Security Operation 安全运行状况

  • Vendors & Visitors Registration at Security Checkpoint 来访者全部进行登记

  • Staff Are Inspected In & Out 员工上下班携带物品经过检查

  • Check the dangerous and chemical stuff store room; check the site and situation where it being used 危险品和化学品仓库检查,使用点位和情况检查

  • Whether STW TMs wear PPE or not during the working time? / protective mask、acid and alkali resistant gloves、acid and alkali resistant shoes、acid and alkali resistant clothing)管事部员工工作期间是否穿戴劳防用品/(防护面罩+防酸碱手套+防酸碱鞋+防酸碱服

  • Whether electrician wearing PPE or not during live operation of high and low voltage daily check and maintenance operation? /safety helmet、anti-shock (ARC) goggles、insulating gloves、Insulating boot、Insulating clothing<if necessary>电工在高、低压带电作业日常巡检和维修作业是否穿戴劳防用品/(安全帽+防电击(弧)护目镜+绝缘手套+绝缘靴+绝缘服(必要时配备)

  • Whether construction personnel wear PPE or not during high work?/ safety helmet 、safety belt 、safety shoes 、protective gloves 高处作业是否穿戴劳防用品/(安全帽+安全带+安全鞋+防护手套)

  • Are there any guests injured? 是否有客人受伤?

  • Are there any team members injured? 是否有员工受伤?

  • Are there any unsafe behaviors of guests? 客人是否有不安全行为?

  • Are there any unsafe behaviors of team members? 员工是否有不安全行为?

  • Are there any potential safety hazard of facilities in the hotel? 酒店设施是否有安全隐患?

十六、Room Inspection Checklist客房检查表(至少检查3间房)

  • 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

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

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

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

  • DND/Door bell请勿打扰/门铃

Closet壁橱

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

  • Closet rail/Drawer/Shelves壁橱横竿/抽屉/隔板

  • Bathrobe/Male/Female clothes hangers浴衣,衣架

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

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

  • Air-conditioner/Thermostat空调/温度调节装置

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

Luggage Rack 行李架

  • Luggage rack/Backboard行李架/背板

TV and Minibar电视和迷你吧

  • Television stand/Door wings电视架/柜门边翼

  • TV set /Remote control电视/遥控器

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

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

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

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

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

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

  • Ashtray/Waste bin烟灰缸/垃圾箱

  • Artwork/Stationary folder工艺品/皮具

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

Night stand开夜床

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

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

  • Bedside table lamp/Stand床头灯/抽屉

Bed 床

  • Headboard床头板

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

Sofa/Armchair沙发

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

Curtains窗帘

  • Heavy curtain/Sheer curtain遮光帘/薄纱帘

  • Curtain rail窗帘架/轨道

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

Bathroom浴室

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

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

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

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

  • Basin/Drain/Stopper/Lever/Amenity tray洗盆/下水口/水开关/杠杆/用品盒

  • Drain stopper/Floor drain下水堵口/地漏

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

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

  • Waste/Ashtray/Soap dish垃圾桶/烟灰缸/肥皂盒

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

  • Ceiling/Ceiling access天花板/天花板维修入口

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

  • Soap/Cotton buds/Shower cap肥皂/棉棒/浴帽

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

十七、Answer telephone standard电话接听规范(至少抽查3名员工)

  • Comments结果 Department 部门 Name姓名 Yes or No是否符合

十八、Product knowledge 产品知识(至少抽查3名员工)

  • Comments结果 Department 部门 Name姓名 Yes or No是否符合

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