酒店保安试用期评估表
XXXX酒店保安试用期评估表
填写日期:年月日部门到职日期评估项目评估内容姓名评估时间职位年月日年月日优秀□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管良好□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管一般□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管需努力□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管不合格□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管□自评□主管1、上班迟到、早退、旷工现象。2、参加培训到课率及培训结果。日3、遵守酒店各项规章制度。4、工作效率与创新力。5、工作准确与细致性。6、本职工作技能与酒店环境熟悉情况。7、处理问题方法。8、沟通与表达力。9、理解力和判断力。10为酒店、保安部提出合理化建议。11、完成交办的任务情况。常工作工作态度、个人品德12、责任感。13、团队协作精神。14、积极主动性。15、上进心与学习态度。16、自身潜力发挥。17、协调性。18、勤奋、努力。19、诚实热情。20、礼节、仪容仪表。自评人对酒店或主管有何建议:
签名:
部门主管综合评定:
签名:
部门经理批阅意见:
签名:注:1、此表用于酒店试用期保安自评及主管对本部门新入职保安的考核评估。
2、选择相对应的“□”打“√”。
扩展阅读:酒店模拟运作评估表
皇冠假日酒店房务部模拟运作计划
RoomStay-InSimulationProgram房务部模拟运作计划
CritiqueForm模拟评估表
Pleaseanswerthefollowingquestionsbyputtingatick()intheappropriatebracket.(N/A:Notapplicable)
请回答以下的问题,并在适当的括号内打“√”。CHECK-INSTAGE-STAGE2登记入住-----情景2
A.EntranceServices:大堂门口服务
DidtheBaggageAssistant……礼宾部服务员有没有做到……1.Smileandestablisheyecontact?保持微笑并与您有目光接触?
2.Greetyouappropriately(GoodMorning/Afternoon/Evening)?适当的问候(早上好/下午好/晚上好)?3.Extendawarmwelcome?热情地欢迎您?
4.Addressyoubyname(ifknow)?
称呼您的姓名(如果服务员已经知道)?5.Offerassistancewithbaggage(ifrelevant)称呼您的姓名(如果合适的话)?B.
ReceptionServices:前台接待服务
DidtheGuestServiceAgent……..宾客服务员有没有做到1.Smileandestablisheyecontact?保持微笑并与您有目光接触?
2.Greetyouappropriately(GoodMorning/Afternoon/Evening)?适当的问候(早上好/下午好/晚上好)?3.Extendawarmwelcome
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YESNO是否)())())())())()YESNO是否)
())())())())())())())
()
(((((((
((((((热情地欢迎您?
4.Greetyoubyname(ifknow)?
称呼您的姓名(如果服务员已经知道)?5.Offertocompleteyourregistrationcardforyou?提议帮助您填写入住登记卡?6.Confirmtheroomtypebooked?确认您预定的房间类型?7.Reconfirmyourlengthofstay?再次确认您的入住期限?8.Adviseyouofyourroomrate?向您说明您的房价?9.Verifyyourmodeofpayment?核实您的付款方式?
10.Informyouofyourroomnumberandlevel?告诉您的房间号和楼层数?
11.Indicatethedirectionoftheelevatorstoyou?为您指引电梯的方向?
12.InformyouoftheServiceCenterLine#3?告诉您宾客服务中心的电话是拨“3”号键?
13.Addressyoubynamemorethanonceduringregistration?在登记过程中不只一次称呼您的姓名?14.Handletheregistrationcourteouslyandefficiently?有礼貌,有效率地为您办理入住手续?15.Wishyouapleasantstay?祝愿您入住愉快?
DidtheBaggageAssistantorGuestServiceAgent……礼宾部服务员或都宾客服务中心员工有没有……1.Escortyoutoyourroom(ifapplicable)?陪同您回您的房间(如果适用)?2.Holdtheliftforyou(ifapplicable)?
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()()
()()()()()()
()()()()()()()()YESNO是否
()()()()()()()()()()
()()
为您按住电梯(如果适用)?3.Informyouofyourroomnumber?告诉您的房间号?
4.Introduceotherhotelfacilitiesonthewaytoyourroom?在送您到房间的途中向您介绍酒店的其他设施?5.Allowyoutoentertheroomfirst?允许您先进房间。
6.Introducetheroomanditsfacilitiestoyou?向您介绍房间情况及其他设施?A.DoorLock门锁
B.RoomTVset&remotecontrolunit电视及遥控器C.TVset&remotecontrolunit电视及遥控器D.Coffee/TeemakingFacilities煮茶/咖啡器具E.Electronicsafe电子保险箱
F.MessageLightandVoiceMail留言灯及语音信箱G.Hairdryer电吹风
7.InformyouoftheServiceCenter#3?告诉您宾客服务中心的电话是拨“3”号键?8.Wishyouapleasantstay?祝愿您入住愉快?
9.Didthestaffprovidefurtherassistance?宾客服务员有否提供更多的帮助?
HOWWOULDYOURATEYOURARRIVALEXPERIENCE?您对您的入住经历如何评?
()()()()()()()()()()()()()()()()
()()
()()
()Excellent()Good()Fair()Poor优好一般差Suggestionsforimprovement:改进建议:
WHILEINRESIDENCESTAGE-STAGE3进房间---情景3
InordertoevaluatetheservicesofferedbyotherRoomsDivisionDepartments,pleasefollowtheinstructionsindicatedforeachofthefollowingdepartments:
为了给房务部其他部门的服务作一个评估,请您按以下指引向每个部门要求一个服务项目。
YES
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NOHousekeepingServices:客房服务:
1.DidtheHousekeeper…….客房服务员有没有做到…….A.Pressthedoorbell3times?
按门铃三声,并报上所在部门名称?
B.Greetyouappropriately?(GoodMorning/Afternoon/Evening)?适当地问候(早上好/下午好/晚上好)?C.Introducehimself/herself?介绍他/她自己?D.Smile?微笑?
E.Establisheyecontact?目光接触?F.Lookpresentable?看起来很得体?
G.Useappropriatelanguageincommunicationwithyou?与您沟通过程中使用适用的语言?H.Wishyouapleasantstay?祝您入住愉快?
2.Wasthebedproperlymadeup?床是否正确铺好?
3.Wasthebedproperlyturneddown?开床服务是否正确?
4.WastheHousekeeperavailablewhenneeded?客房服务员是否随时准备为您服务?
HOWWOULDYOURATETHESERVICEOFTHEHOUSEKEEPER?您对客房服务如何评价?
是()()()()()()
否()()()()()()
()
()()()()
()
()
()()()()
()
()Excellent()Good()Fair()Poor优好一般差
Suggestionsforimprovement:改进建议
B.ServiceCenter:服务中心
●Requestatleastonewake-upcallduringyourstayinthehotel
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在酒店入住期间至少要求一次早叫服务。
●AsktheTelephoneOperatorforatelephonenumberofyourchoice.
任意向总机询问一个电话号码。
WAKE-UPCALLYES叫早服务
1.DidtheTelephoneOperatoransweryourcallwithin3rings?接线生是否在铃响三声内接听电话
NO否()是()2.Greetyouappropriately(Goodmorning/Afternoon/Evening)()适当地问候(早上好/下午好/晚上好)3.Didthestaffrepeatyourwake-upcallinstruction?()宾客服务员是否重复您的叫早服务要求?
4.Didthestaffenquireifyouwouldlikeasecondwake-upcall?()宾客服务是否询问您是否还需要第二次的叫早?5.Wasthewake-upcallreceivedontime?()
是否准时给您叫早?
6.DidtheTelephoneOperatorannouncethecallclearly?()电话接线生的叫早服务是否清晰?7.Didthestaffwishyouagoodday?()
宾客服务员是否祝您渡过愉快的一天?8.Wasthereasmileintheirvoice?()
声音里带微笑?
INFORMATIO
YES咨询处是1.DidtheTelephoneOperatoransweryourcallwithin3rings?()接线生是否在铃响三声内接听电话?
2.Greetyouappropriately(GoodMorning/Afternoon/Evening)?()适当地问候(早上好/下午好/晚上好)3.Didthestaffcomplywithyourrequest?()宾客服务员是否完成您的要求?
4.Didthestaffoffertoconnectyoutothenumberrequested?()宾客服务员是否提议为您连接要求的号码?5.Didthestaffthankyouforcalling?()
宾客服务员是否感谢您的来电?
HOWWOULDYOURATETHESERVICEOFTHETELEPHONEDEPARTMENT?您对电话部门的服务如何平价?
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))))
))
)NO否)))))
((((((((((((()Excellent()Good()Fair()Poor优好一般差Suggestionsforimprovement:改进建议
C.ConciergeService:礼宾服务
Requestinformationontoursavailable.咨询有关的旅游资料。
Requestinformationregardingthesoonestavailableflighttoacountryorcityofyourchoice.询问能最快到达您所选择国家或城市的有效航班的资料。
Askfordirectionstothenearestbank,placeofworshiporhospital.(Pleasechooseoneonly)
询问指路(只选一个):最近的银行、教堂或医院。
TOURINFORMATION旅游咨询
1.Wereyougreetedwithasmileandanofferofassistance?宾客服务是否微笑和提供帮助?
2.Wastheinformationgivenclearandcomplete?提供的信息是否清晰完整?
3.Wasyourrequesthandledinapolite,friendlyandprofessionalmanner?宾客服务是否友好、礼貌并且专业地处理您的要求?4.Didthestaffoffertobookthetourforyou?宾客服务员是否向您提出为您预订旅游行程?5.Wasfurtherassistanceoffered?是否提供进一步的帮助?
DIRECTIONSYES是()()
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YES是()()())(
()
NO否()()())(
()
NO否()()
指路
1.Wereyougreetedwithasmileandanofferofassistance?宾客服务员是否微笑和提供帮助?
2.Didthestaffrecordthedetailsofinformationcarefully?宾客服务员是否清楚的记录所有资料?3.Wastheinformationgivenclearandcomplete?提供的资料是否清晰完整?
4.Didthestaffuseamaptoindicatedirections?宾客服务员是否运用地图引路?
5.Wasyourrequesthandledinapolite,friendlyandprofessionalmanner?宾客服务员是否友好、礼貌并且专业地处理您的要求?6.Wasfurtherassistanceoffered?是否提供进一步的帮助?
FLEGHTINFORMATION航班咨询
1.Wereyougreetedwithasmileandanofferofassistance?宾客服务员是否微笑和提供帮助?
2.Didthestaffrequestadditionalinformationfromyou?宾客服务员是否向您询问更多的资料?3.Wastheinformationgivenclearandcomplete?提供的资料是否清晰完整?
4.Wasyourrequesthandledinpolite,friendlyandprofessionalmanner?宾客服务是否友好、礼貌并且专业地处理您的要求?5.Didthestaffoffertobooktheflightforyou?宾客服务员是否为您预订航班?
6.Didthestaffoffertoarrangetransportationtotheairport?宾客服务员是否为您安排机场接送?7.Wasadditionalassistanceoffered?是否提供更多的帮助?
HOWWOULDYOURATETHESERVICEOFTHECONCIERGESERVICE?您对礼宾部的服务评价如何?
()Excellent()Good()Fair优好一般
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()()()()()()
()()
YESNO是否()()
()()()()()()()()()()()
()
()Poor差
Suggestionsforimprovement:改进建议:
D.GuestServiceline#3服务中心内部线电话:#3InformtheServiceCenteroneofthefollowing:
告诉服务中心以下事情:
-Thatyoufindthepillowsintheroomtoosoftandthatyouareallergictofeathers.-您房间的枕头太软,并且您对羽绒过敏。-Thatthewaterpressureinyourroomistoolow.-您房间的水压太低。
-Thatthetemperatureinyourroomistoowarm.-您房间的温度太高。-Thatthebathroombulbisfused浴室灯泡保险烧断。
-Thatyouhaveforgottenyourpasswordfortheelectronicsafeintheroom.-您忘记了房间保险箱的密码。
1.DidtheGuestServiceAgentansweryourcallwithin3rings?在铃响三声内接听电话?
2.Didthestaffgreetyouappropriately(GoodMorning/Afternoon/Evening)?适当地问候(早上好/下午好/晚上好)3.Didthestaffshowconcerntoyourcomments?宾客服务员对您的是否关注?
4.Didthestaffoffertorectifythesituationimmediately?宾客服务员是否及时地提出解决问题的方法?
5.Wasyourrequesthandledinapolite,friendlyandprofessionalmanner?宾客服务员是否友好、礼貌并且专业地处理您的要求?
6.Didthestaffcontactyoulatertofollow-upandcheckforsatisfaction?宾客服务员是否继续与您联系跟进您的问题并询问您是否满意?7.Didthestaffofferfurtherassistance?宾客服务员是否提供更多的帮助?
●Requestforoneofthefollowingitems:
提出以下其中一个要求:
-Bathtowel,adaptor,mineralwater,shoppingbag,toothbrush,ababy-cot,pressingserviceafter11pm.
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YES是()()()
()()()()
NO否()()()
()()()()-浴巾、插座、矿泉水、购物袋、牙刷、婴儿床、晚11点后的烫衣服务。
1.DidtheGuestServiceAgentansweryourcallwithin3rings?在铃响三声内接听电话?
2.Didthestaffgreetyouappropriately(GoodMorning/Afternoon/Evening)?Wastheitemdeliveredpromptly?
(Pleaseindicatetimetaken,minutes.)
您要求的物品是否及时地送来?(请写出所用时间:分钟)3.Didthestaffoffertorectifythesituationimmediately?宾客服务员是否及时地提出解决问题的方法?
4.Wasyourrequesthandledinapolite,friendlyandprofessionalmanner?宾客服务员是否友好、礼貌并且专业地处理您的要求?
5.Didthestaffcontactyoulatertofollow-upandcheckforsatisfaction?宾客服务员是否继续与您联系跟进您的问题并询问您是否满意?E.Laundry/ValetService:洗衣/缝补服务
1.Wasyourlaundrypicked-upontime?是否准时收取洗衣?
2.Wasyourlaundrydeliveredontime?是否准时送还洗衣?
3.Wasthepackagingpresentableandaccordingtoyourspecificinstructions?洗后衣物是否折叠包装正确及符合您的要求?4.Wastheservicevalueformoney?您接受的服务是否感觉物有所值?HOWWOULDYOURATEYOURSTAY?
您对此行如何评价?
-IntermsofyourROOM您的房间
()Excellent()Good()Fair优好一般-IntermsofQUALITYOFSERVICES服务质量
()Excellent()Good()Fair优好一般-IntermsofAMENITIES房间客用品
()Excellent()Good()FairPage9YESNO是否()
()
()
()
()
()()()()()
YESNO是否()
()
()()()()()
()
()
()
()Poor差()Poor差()Poor
优好一般差
Suggestionsforimprovement:改进建议:
CHECK-OUTSTAGE-STAGE4退房----情景4
1.Wasyourluggagecollectedpromptly?(ifapplicable)(Pleaseindicatetimetaken,minutes)
您的行李是否被快速地收取好?(请写出所用时间:分钟)(如适用)
2.DidtheGuestServiceAgentgreetyouwithasmileandofferofassistance?宾客服务员是否微笑问候您并提供帮助?
3.Didthestaffaddressyoubynameduringthecheck-outprocess?宾客服务员在退房过程中是否称呼您的姓名?4.Wereyoubilledaccurately?您的账单是否准备无误?
5.Wasthecheck-outhandledpromptlyandefficiently?(Pleaseindicatetimetaken,minutes)
您的离店手续是否办理得快速高效?(请写出所用时间:分钟)
6.Didthestaffremindyoutoreturnyourroomkey?宾客服务员是否提醒您归还房间钥匙?
7.Didthestaffremindyoutocleartheelectroniclockerinyourroom?
宾客服务员是否提醒您清理保险箱?8.Didthestaffsay“thankyouforstayingwith”?宾客服务员是否感谢您的光顾?
HOWWOULDYOURATETHECHECK-OUTPROCESS?您对退房服务如何评价?
()Excellent()Good()Fair()Poor优好一般差
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YES是()()()()()
NO否()
()()()()
()()
()
()()
()
Suggestionsforimprovement:改进建议:
OTHERCOMMENTSABOUTYOURSTAY:您在入住期间的其他建议:
GuestNameRoomNoDateofStay客人姓名房间号码住店日期
Thankyouforyourkindcooperation.谢谢您的友好合作。
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