Cordis, Dongqian Lake, NingboSimulation Survey宁波东钱湖康得思度假酒店模拟入住问卷调查

IN ROOM DINING

客房送餐

Please enter your name.
请输入您的姓名

Please enter your position.
请输入您的职位

Please enter your experience date.
请输入您体验的日期。

Please enter your experience time.（HHMM）
请输入您体验的时间。

ORDER TAKING

服务

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

电话是否在3声或10秒内以适当的问候语接听并识别了部门？

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

背景是否没有任何噪音或干扰(如谈话难以听到或分心)？

Was the employee able to answer any questions with regards to the menu?

员工是否能够回答与菜单有关的任何问题？

Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?

员工是否获得了完整的订单(如烹饪指示等)？

Did the employee accommodate any reasonable off menu requests?

员工是否满足任何合理的非菜单请求？

If a hot or cold dessert was ordered, did the employee offer the guest the option of serving it upon completion of the main course?

如果您点了一份冷热甜点，员工是否在主菜完成后为客人提供了提供服务的选择？

Did the employee repeat the order either during or at the end of the call?

员工是否在通话期间或通话结束时重复订单？

Did the employee advise delivery time?

员工通知抵达时间了吗？

SALES

销售

Did order taker suggest starter?

订餐人建议吗？

Did order taker suggest side orders (if applicable)?

订单管理员是否建议订单（如果适用）？

Did order taker automatically offer drinks with the meal?

订购者自动提供饮料与用餐吗？

Did order taker suggest dessert with the meal?

点餐的人建议吃甜点吗？

Did the order taker suggest coffee/tea with the meal?

点菜的人建议喝咖啡/茶吗？

Was the order served in the standard times ?

点餐服务是在标准时间内吗？

Breakfast order card - within 5 minutes of requested time

早餐点菜卡-在要求的5分钟内

Breakfast/Lunch/Dinner - 30 minutes

早餐/午餐/晚餐-30分钟

Did the employee knock on the door/ring the doorbell and if required wait ten seconds, and then knock on the door/ring the doorbell again and Asked to enter your room before entering the room?

员工是否敲门/按门铃，如果需要的话等10秒钟，然后再敲门/按门铃，并要求进入房间前进入您的房间？

Did the employee ask where the guest would like the tray/trolley to be placed?

员工有没有问客人要把托盘/手推车放在哪里？

Did the employee set the table and if applicable open and secure the trolley?

员工是否摆好桌子，如果适用，打开手推车并确保安全？

Did the employee position the chairs accordingly?

员工是否相应地安排了椅子的位置？

Did employee remove cloches with guest's permission?

员工是否在客人允许的情况下清除杂物？

Did the employee offer to pour the beverages?

员工有没有提议倒饮料？

Did the employee explain the various condiments with the meal (if unidentifiable)?

员工是否解释了各种调味品(如果无法辨认)？

In the case of a breakfast order, did the employee offer to open the curtains?

在早餐订单的情况下，员工主动提出打开窗帘吗？

Did the employee confirm the order and was it correct and complete?

员工是否确认了订单，它是否正确和完整？

Did the employee inform the guest of tray/trolley collection procedures or was a tray removal card present?

员工是否告知客人托盘/手推车托运程序，或是否有托架托运卡？

Was the bill provided in a clean billfold with a hotel pen and was it clearly itemized and correct?

账单是否放在一个干净的皮夹里，里面有一支旅馆的笔，它是否清楚地逐项列明，是否正确？

THE EMPLOYEE - BEHAVIOURAL STANDARDS

员工-行为标准

Was the order taker's and waiter's speech clear and use of English adequate to be fully understood?

点菜员和侍者的演讲是否清晰，英语的使用是否足够让人完全理解？

ORDER TAKING : Continued

点菜

Did the employee smile and display a genuinely warm, friendly and interested manner?

员工是否微笑并表现出真诚的热情、友好和有兴趣的态度？

Did the employee use the guest's name at least once both when the order was placed and when the room service was delivered?

在下订单时和客房服务交付时，员工是否至少使用了一次客人的姓名？

Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?

员工是否以任何方式(例如，参与礼貌的交谈)和作为个人的客人进行个性化的互动

Did the employee make eye contact and anticipate the guest's needs with service being attentive at all times (i.e. the guest should not have to request/need service at any point)?

员工是否进行眼神交流并预测客人的需求，同时时刻关注服务(也就是说，客人在任何时候都不应该要求/需要服务)？

Did the employee offer a warm and sincere farewell at the end of the interaction?

在互动结束时，员工是否热情而真诚地道别？

PRODUCT - MENU AND FOOD:

产品-菜单和食品

Was the food presented in an appealing manner?

食物是以一种吸引人的方式呈现的吗？

Did the food directly resemble its description from the menu?

食物是否与菜单上的描述直接相似？

Was the food fresh and of good flavour?

食物新鲜可口吗？

Was food served at the correct temperature?

食物在正确的温度下供应吗？

Were portions of acceptable size?

食材是可以接受的大小吗？

Was the food cooked as requested?

食物是按要求做的吗？

Were a variety (minimum of two types) of breads/rolls and butter automatically served or equivalent (i.e. prawn crackers, olive oil etc.)?

面包/面包卷和黄油的品种(至少两种)是否自动上桌或等同(如虾饼干、橄榄油等)？

Was the correct cutlery, crockery and glassware provided and was it clean, in good repair and matching in pattern?

是否提供了正确的餐具、陶器和玻璃器皿，以及它是否干净，在模式上进行了良好的维修和匹配？

Was the butter rolled/cut, fresh and well presented?

黄油是切好的吗？

Were salt and pepper cruets available and if so were they clean and full?

盐和胡椒罐有供应吗？如果有的话，它们是否干净且饱满？

Was a fresh floral/table decoration present?

是鲜花/表装饰礼物吗？

Were all the drinks covered with stancaps and all plated hot food covered with clean cloches, unless delivered in a hot box?

所有的饮品都有被保护以及所有的食物都被干净的容器照着吗？

Was all the food free of any plastic/paper/foil wrapping?

所有的食物都没有塑料/纸/箔包装吗？

Were the appropriate condiments served with the meal and were they decanted into the appropriate dishes or in miniature form?适当的调味品是否与饭菜一起供应，它们是被放入适当的菜肴中还是以微型的形式出现？

Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea?

牛奶/奶油和全糖(即白色、棕色和甜味剂)是否与咖啡/茶搭配？

In the case of breakfast was there a minimum of three different preserves available (honey is acceptable)?

在早餐的情况下，是否至少有三种不同的蜜饯可供使用(蜂蜜是可以接受的)？

We are looking forward your comment and suggestion,  it will help us to create the most genuine resort with fun yet relaxing experiences to our guest in future.

您觉得我们有哪些不足之处，我们非常期待您的意见及建议，这将有助于我们今后为您全心创造轻松有趣的真正度假酒店体验。

Many thanks again for your time！

再次感谢您宝贵的时间！