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

:分割线

Q1:Please enter your name.请输入您的姓名

Q2:Please enter your position.请输入您的职位

Q3:Please enter your experiencedate.请输入您体验的日期。

Q4:Please enter your experiencetime.（HHMM）请输入您体验的时间。

:ORDER TAKING服务

Q5: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？

Q6: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)？

Q7: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？

Q8: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)？

Q9: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？

Q10: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？

Q11: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？

Q12:Did the employee advise delivery time?员工通知抵达时间了吗？

:SALES销售

Q13:Did order taker suggest starter? 订餐人建议吗？

Q14:Did order taker suggest side orders (if applicable)? 订单管理员是否建议订单（如果适用）？

Q15:Did order taker automatically offer drinks with the meal?订购者自动提供饮料与用餐吗？

Q16:Did order taker suggest dessert with the meal? 点餐的人建议吃甜点吗？

Q17:Did the order taker suggest coffee/tea with the meal? 点菜的人建议喝咖啡/茶吗？

Q18:Was the order served in the standard times ?点餐服务是在标准时间内吗？

Q19:Breakfast order card - within 5 minutes of requested time 早餐点菜卡-在要求的5分钟内

Q20:Breakfast/Lunch/Dinner - 30 minutes 早餐/午餐/晚餐-30分钟

Q21: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？

Q22: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？

Q23: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？

Q24:Did the employee position the chairs accordingly? 员工是否相应地安排了椅子的位置？

Q25:Did employee remove cloches with guests permission? 员工是否在客人允许的情况下清除杂物？

Q26:Did the employee offer to pour the beverages? 员工有没有提议倒饮料？

Q27: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)？

Q28: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？

Q29: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？

Q30: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？

Q31: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

Q32:Was the order takers and waiters 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

Q33: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？

Q34:Did the employee use the guests 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？

Q35: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

Q36:Did the employee make eye contact and anticipate the guests 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)？

Q37: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

Q38:Was the food presented in an appealing manner? 食物是以一种吸引人的方式呈现的吗？

Q39: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？

Q40:Was the food fresh and of good flavour? 食物新鲜可口吗？

Q41:Was food served at the correct temperature? 食物在正确的温度下供应吗？

Q42:Were portions of acceptable size? 食材是可以接受的大小吗？

Q43:Was the food cooked as requested? 食物是按要求做的吗？

Q44: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)？

Q45: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？

Q46:Was the butter rolled/cut, fresh and well presented? 黄油是切好的吗？

Q47: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？

Q48:Was a fresh floral/table decoration present? 是鲜花/表装饰礼物吗？

Q49: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？

Q50: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？

Q51: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？

Q52: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？

Q53: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)？

Q54:We are looking forward your commentand 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！