Contents of hotel quality inspection

1. Are employees' clothes complete, crisp and clean?

2. Are coats, underwear, pants (skirts), shoes, socks, ties (flowers) and work number plates coordinated and unified?

3. Is the employee's courtesy dignified and generous, courteous and considerate, standardized and enthusiastic?

4. Are there any phenomena such as chatting together, making personal phone calls and eating snacks in employee discipline?

5. Does the concierge wear neat clothes, white gloves and shiny shoes, and there is no smell?

6. Do you wear famous brands?

7. Is the instrument well maintained?

8. Can you provide guest service in Mandarin and English, and can you speak and understand foreign languages clearly?

Facility environmental sanitation

9. Are the indicators clear and in line with the regulations?

10. All kinds of customer service instructions and service terms should be expressed at least in Chinese and English?

1 1. Are there any valuables safes opened by guests at the same time, with at least three specifications, the number of which is not less than 15% of the number of rooms, and the location is safe and hidden?

12. Is there a wheelchair to provide necessary services for the disabled?

13. Is there a public telephone and prepare a local phone book?

14. Are there murals or reliefs in the lobby, or are there other artworks for decoration?

15. Are the front hall lamps luxurious, advanced, intact, free from black light, damage and stains?

16. Is the lobby well lit and professionally designed to meet the lighting requirements of different areas?

17. Have any guests opened their own umbrella stands, and there is no damage or stain?

18. Is there a central work of art that can feel a good cultural atmosphere and sensory effect, without damage or dust?

19. Is the front desk decorated exquisitely, elegantly, without damage or dust?

20. Is the lobby area reasonable and convenient for guests' activities?

2 1. Are the flowers and trees in the lobby and doorway properly placed and beautifully decorated to make guests feel natural and comfortable?

22. The lighting in the front hall is appropriate, the temperature is appropriate, and there is no peculiar smell, smoke, noise or strong wind?

23. Is the tone, style and atmosphere of the front hall quite harmonious?

24, air conditioning, tuyere are in good condition, no stains, dust?

25. Is the lobby floor clean and bright?

26. Is the ground of Qianping flat, intact and clean?

27. Are the doors and windows free of damage and stains, and the glass clean and bright?

28, smallpox is no damage, no cracks, no stains, no cobwebs?

29, furniture, appliances, stable, no damage, no dust, stains?

30. Is the elevator balance effective, barrier-free and free of good stains?

3 1. Is the public reading room clean and tidy with no damaged pages?

32. Are umbrellas, umbrella stands, luggage carts, trash cans and ashtrays in good condition, free of dust and stains?

33, corridor floor, wall, ceiling, lamps and lanterns, facilities are in good condition, effective, no dust, no cobwebs?

34. Is the temperature in the front hall kept between 23 and 25 degrees?

35. The background music in the lobby is of good quality and moderate volume?

Concierge luggage service

36. Does the concierge provide warm and friendly welcome and farewell services?

37. Does the concierge maintain the environmental sanitation of the work area and pick up the peels, scraps of paper, cigarette butts and other sundries in time?

38. Is the concierge enthusiastic and standardized in providing luggage service for guests with luggage?

39. Does the concierge standardize the service of pulling and opening doors for guests?

40. Does the door pulling service stand one step away from the car, and does it pull the door to eight in a standard posture to greet the guests?

4 1. Whether the door closing service pulls the door in a standard posture, please get on the bus and close the door. After the door is closed, take three steps back and say goodbye to the guests?

42, luggage service, whether to greet "Sir, you have worked hard, can I help you with your luggage? And bend down 15 degrees and reach forward for your luggage?

43. When carrying luggage, do you walk three steps ahead of the guests and pay attention to the guests' movements with the corner of your eye?

44. Guide the guests to the front desk to go through the formalities of entering the store. Do you put your luggage two or three steps to the guest's left and then stand behind it in a standard posture?

45. When welcoming guests into the elevator, do you hold the elevator door with one hand first, let the guests enter the elevator first, and then stand in front of the elevator control panel to operate the elevator?

46. Do you press the elevator door with one hand to welcome the guests out of the elevator and ask the guests to go first with the other hand?

47. Do you ring the doorbell first, then knock on the door, and open the door with a card if there is no response?

48. After the usher opens the door for the guest, he takes the electricity, exits the room, invites the guest to enter the room, and puts the luggage in the luggage locker with the guest?

49. When the usher left the room, did he ask the guests for other requirements, thanked them, wished them a pleasant stay, took three steps back and gently closed the door?

50. When you pull the door to get off the taxi, do you remind the guests whether there are any missing items?

5 1. When providing taxi service for guests, do you record the license plate number and remarks?

52. The guest's luggage is picked up when the guest comes, and is it delivered when the guest leaves?

53. Is the etiquette service in the lobby outside the door in winter and summer?

54. Do you focus on the sliding door service in the lobby? When the guest is two or three steps away from the door, open the door quickly?

55. Is the posture of the sliding door of the gate a step forward with your right foot, open the door 80-90 degrees, and take back your right foot to return to its original position?

56. When the guest approaches, do you bend down 15 degrees and greet the guest with a smile?

57. When the door closes and the guest walks out of the hall, does his right foot step forward, send the door back to its original position, take his right foot back and stand in a standard posture?

58. Did the concierge use welcome words, such as good morning, welcome to China after a hard journey?

59. Does the concierge use farewell words: If you are welcome to come again next time, I wish you a pleasant journey.

60. Have you registered your luggage? Is the program finished? Is there a record? Is that clear?

6 1. Do you know about checked baggage? Do you politely refuse to consign articles that are difficult to keep, fragile, flammable, explosive, perishable and dangerous?

62. Do you report the number of pieces of luggage to the guest, check the luggage, and tell the guest immediately if there is any damage?

63. Concentrate on stacking luggage. Is it tied with rope?

64. Is the luggage room clean and undamaged, and is the luggage placed neatly?

65. Is the luggage tag hung in a conspicuous position?

Information receiving service

66. Does the receptionist provide reception, reservation, inquiry, checkout and message service 24 hours a day?

67. Do you greet guests with a smile when they are 2 meters away from the main table1-,such as: Good morning, sir, welcome?

68. If the guest arrives at the front desk and you are busy, do you smile and nod to the guest and ask him to wait? If you wait for a long time, do you apologize first?

69. Are guests received within 30 seconds after they arrive at the reception desk?

70. Is the whole registration process controlled within 5 minutes?

7 1. Did the staff confirm the guest's name and use it at least once in the conversation?

72. After the reception, did you smile and wish the guests a happy stay?

73. Did you answer the phone within three times? Did you report it: Hello at the front desk?

74. Do you inquire, record and repeat the contents of telephone reservation: guest's name, arrival time, room type, price, number of rooms, payment method, check-in phone number, work unit, special requirements and contact phone number?

75. Asking: When the guest is 2-3 steps away from the information desk, do you take the initiative to greet him warmly, such as: Hello, sir, what can I do for you?

76. When asking and talking with guests, do you put down your work and smile at them?

77. Answer the questions raised by the guests as soon as possible. If you don't know, please wait a moment. After asking colleagues, tell the guests. You can't say: I don't know to refuse.

78. Call to ask if you listened carefully to what you said. If you didn't hear the guest's repetition clearly and take notes, then give the guest a satisfactory answer and ask: Did you hear clearly, sir?

79, telephone inquiries, questions that can't be answered immediately, do you ask the guests to wait or leave their phone numbers, and reply to the guests immediately after verification?

80. Is there a guest inquiry record and a message record at the reception desk?

8 1, asking about the service, does the receptionist ask about the relationship between the visitor's name and the hotel guest, and then contact the hotel guest by phone before allowing the visitor to go to the room to find the hotel guest?

82. Information service. If the guest is not in the room, do you not tell the guest the room number and let the guest go to the room?

83. Wake-up call. When a guest needs a wake-up call, do you ask the room number, wake-up time and name? Do you want to reconfirm and wish the guests good night?

84. Did you fill out the wake-up call list and record the wake-up call in detail?

85. Is the language kind when you get up, whether you say hello, whether you call your name, whether you tell the wake-up call, and whether you wish the guests a happy day?

86. If the wake-up call didn't respond, did you immediately inform the floor attendant to ring the doorbell and knock on the door to wake up?

87. Is it polite for the assistant manager and concierge in the lobby to stop the guests from sitting on the sofa armrest and lying on their backs and making indecent behaviors?

88. Will the assistant manager, concierge and receptionist take the initiative to ask the guests for help after standing and sitting in the lobby for a long time?

89. Does the assistant manager in the lobby have a guest's suggestion book, and does the guest carefully record his opinions?

90. If the guest's room is not ready when he arrives at the store, will the staff take the guest to the teahouse or the rest area to provide tea?

9 1, when the guest is waiting for the room, can he communicate with the guest in time to let him know the progress of the work?

92. When communicating with colleagues, do you pay attention to the presence of guests?

93. Does the reception desk provide some simple items for guests, such as matches, pins, pins, price lists, envelopes, service guides, etc.

94. Can employees communicate with guests politely?

95. Can you introduce the guest facilities correctly?

96, succession records are neat, neat handwriting, project designation, complete?

97. Is there a one-time general bill settlement service?

98. Do you provide credit card settlement service?

99. Do you provide publicity materials for hotel services, room price list, local tourist traffic map, introduction of local tourist attractions, timetable of main means of transportation, newspapers and magazines corresponding to hotel guests, etc?

business center

100. Are the walls, floors, doors and windows, furniture, lamps and equipment of the business center effective, undamaged, clean, free from dust and stains?

10 1. Do you provide services such as selling stamps, sending letters, providing faxes, copying, typing, international calls and telephone calls?

102. Do you provide computer rental service?

103, Business Center: When guests enter, do you get up to greet them, nod to them when busy, and ask them: Hello, what can I do for you? Ask the guests to sit down?

104. Are the business personnel familiar with various businesses and charges, and can they handle the general ledger settlement for the guests?

105. Is the price list of the business center prominently displayed and bilingual?

106. Are the items in the business center in a standardized and orderly manner?

Management requirements

102, 16 hours is there a doorman to pick up employees and greet guests?

103, is there a full-time porter and a special luggage cart? 18 hours to provide luggage service for special personnel?

104. Is there a manager on duty 24 hours a day?

105, is there a lobby manager and 18 hour on-the-job service?

106. Are employees familiar with the hotel's business projects and facilities?

107. Do employees know about the main units, hotels, theaters, tourist attractions, customs and local transportation in this city?

108. Does the department have operating specifications, such as job description and manager's work relationship table?

109. Does the department have job descriptions of service and professional technicians?

1 10. Does the department have service items, procedures and standards?