【餐饮】国际五星级酒店早餐暗访标准！太实用了！

Mon. 前厅知识

Tues. 客房知识

Wed. 餐饮知识

Thur. Sales&HR

Fri. 酒店品牌

酒店内参：国际五星级酒店餐厅早餐暗访标准，供大家收藏。

星期一，酒店前厅知识

星期二，酒店客房知识

星期三，酒店餐饮知识

星期四，销售人力知识

星期五，酒店品牌知识

1 'Was the guest greeted or acknowledged within 30 seconds upon

entering the restaurant?

在客人进入餐厅后30秒内与客人问好吗？'

2 'If the guest was kept waiting did the employee acknowledge this and apologise for the delay?

如果需要客人等待，员工有为止感谢并为拖延道歉了吗？'

3 'Did the employee seat the guest within one minute of their arrival at a fully laid table or if the restaurant was full, communicate how long it would be and then provide the table within this timeframe?

在客人到餐厅内一分钟内让客人就座，如果餐厅已满，传达需要等待的时间然后在时间范围内提供位置了吗？'

4 'Did employees offer chair assistance, remove covers if necessary and present the menu (if applicable)?

员工帮客人拉椅子并移开口布，如有必要或提供菜单？'

5 'In the case of a single diner, was a newspaper/reading material offered?

单人用餐时，有提供报纸或其他读物了吗？'

6 'In the case of a buffet, did the employee offer an orientation to the breakfast procedure (i.e. guests should help themselves to the buffet)?

对于自助餐，员工对早餐用餐过程做介绍（如：客人请随便用餐）了吗？'

7 'Did the waiter offer coffee/tea and a choice of juice (if juice was served as opposed to being on the buffet)within one minute of seating?

在一分钟入座内，服务员提供咖啡或茶或客人选用一种果汁（如果是水果，需要是自助餐以外的水果）吗？'

8 'Was coffee/tea/juice served within three minutes of order?

咖啡/茶/果汁是在三分钟内提供的吗？'

9 'When taking the order did the waiter exhibit a good working knowledge of the menu and its ingredients?

点单时，服务员有熟练掌握菜单并提及其中部分了吗？'

10 'Did the waiter accommodate any reasonable off menu requests?

服务员可以顺应提供合理的菜单以外的需求吗？'

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

员工使得点单完整吗（烹调介绍，附加物品等等）？'

12 'If toast requested, did waiter ascertain guest's toast preference?

如果需要烤面包，服务员有确定客人的个人喜好了吗?'

13 'Was the correct and complete breakfast order served within

10 minutes of order, unless the employee informed the agent of an expected delay (i.e. due to longer preparation times)?

除非客人被告知预期拖延（如：由于较长时间的准备），正确完整的早餐点单可以在10分钟内完成吗？'

14 'Did waiter ascertain if the guest required any condiments (i.e. brown sauce, ketchup, ground pepper etc.) and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)?

员工确定一、客人是否需要任何调味（如：红烧汁，番茄酱，胡椒等），他们是适用恰当的容器盛装吗？'

15 'Did employee replace cutlery as required?

员工有根据需要更换刀叉吗？'

16 'Were dishes cleared within 3 minutes of all guests finishing their meals?

碟子是在客人结束用餐后3分钟内清完吗？'

17 'Was coffee/tea/juice replenished as required?

咖啡、茶、果汁按需求再填充了吗？'

18 'Did employee offer a clean cup when refill/ fresh pot of

coffee/tea was offered?

当重新填满茶壶后，员工有提供干净的杯子吗？'

19 'Was the bill provided within three minutes of request in a clean billfold with a hotel pen and was it clearly itemized and correct?

账单是在客人要求结账后3分钟内装在账单夹带有酒店标志的笔地道客人，账单上的项目清晰正确吗？'

20 'Were employees well groomed and immaculately presented in

clean uniforms, polished shoes and, if applicable, wearing name badges?

员工仪容仪表良好，制服干净整洁，鞋子光亮，并佩戴名牌了吗？'

21 'Was the employee’s speech clear and use of English adequate to be fully understood?

员工的言谈清晰，使用足以被客人理解的英语了吗？'

22 'Did the employees smile and display a genuinely warm, friendly and interested manner?

员工微笑并展现出真诚友好，保有兴趣的礼仪了吗？'

23 'Did an employee use the guest's name at least once during the

meal?

在用餐过程中，员工有至少使用一次来电者的姓名吗?'

24 'Did an employee visit the table to ascertain at any point if service was satisfactory?

员工有确保客人对服务满意？'

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

员工针对客人的不同进行交流（融入到礼貌的对话中）和作为具有个性化的个体与客人交流？'

26 '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)?

与客人目光交流并始终积极的关注客人的需要（有时客人不是一定需要服务）吗？'

27 'Was the service organized and professional without being intrusive

or repetitive?

安排服务良好专业不啰嗦？'

28 'Did employees respect guest's presence when interacting with each

other?

当与客人交流时，员工显出对客人的尊重了吗？'

29 'Upon leaving the restaurant did an employee thank/acknowledge

the guest and offer a warm and sincere farewell?

客人离开时，员工感谢客人温暖真诚的与客人告别？'

30 'Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case of outdoor venues)?

自助餐干净，有吸引力，排放良好，食物充足吗（如果有外场）？'

31 'Were any unidentifiable food or beverage items clearly labelled and

were the labels clean and uniform in appearance?

有不被熟知的食物或酒水时，有餐牌并且餐牌字迹清晰统一吗？'

32 'Were all dishes replenished as required?

碟子按照需要补充了吗？'

33 'Was the appropriate crockery and service utensils available?

有适宜的瓷器和器皿提供吗？'

34 'In the case of a hot buffet, were warmed plates available?

对于热菜，有暖碟提供吗？'

35 'Was cook present behind the buffet at all times (where a working

station was present)?

厨师一直站在自助餐后面（有工作台的自助餐）？'

36 'In the case of hot foods did the cook present a clean warm plate with a serviette to the guest?

对于热菜厨师有提供干净的暖碟和餐巾了吗？'

37 'Was the menu clean, in good repair and grammatically correct?

菜单干净，装订良好，书写正确吗？'

38 'Was there a good selection of breakfast items available (i.e. fresh fruits, cereals, pastries, cold meats, egg dishes, local dishes, etc.)?

早餐内容可供选择（如：鲜水果，谷类食品，糕点，冷盘等）？'

39 'Was the food presented in an appealing manner?

食品外观吸引人吗？'

40 'Did the food directly resemble its description from the restaurant menu?

食品与菜单中的描述一致吗？'

41 'Was the food fresh and of good flavour?

食品新鲜味道好吗？'

42 'Was food served at the correct temperature?

食品的温度适宜吗？'

43 'Was the composition of the dish balanced and the degree of

cooking/texture appropriate?

盘中食品的摆放设计的良好吗？烹饪的火候/质感适宜吗？ '

44 'Were portions of acceptable size?

每份的分量合理吗？'

45 'Was the food cooked as requested?

食物依照要需烹饪的吗？'

46 'Were at least two freshly squeezed juices available?

至少有两种鲜榨果汁可用吗？'

47 'Was coffee/tea hot and freshly brewed?

咖啡、茶是热的并且刚泡好的？'

48 'Were all tables in the restaurant consistently laid up and promptly

cleared when guests depart (i.e. within 10 minutes)?

当客人离开时所有的桌子都摆放整齐并清理干净（如：十分钟内）了吗？'

49 'Was the table cloth/place mat/napkin clean, pressed and free of any stains/tears?

桌布、餐具垫、餐巾都干净，叠放整齐并无污渍、破损吗？'

50 'Was the cutlery, crockery and glassware clean and matching in pattern?

刀叉，瓷器，玻璃器皿干净且搭配摆放良好吗？'

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

黄油新鲜外观良好吗？'

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

有盐和胡椒粉的佐料盒提供吗？如果有，它们干净并且装满了吗？'

53 'Did the sugar selection include white, brown and sweetener and in the case of sugar cubes were sugar tongs/spoons provided?

有可选择的白糖，红糖和果糖吗？如果是方块糖有方块糖夹子/匙提供吗？'

54 'Was there a minimum of three different preserves available on the table or at the buffet?

桌面上或自助餐台上有至少三种的蜜吗？'

55 'Were a selection of international newspapers available at the entrance to the restaurant?

在酒店入口处有可供选择的国际报纸吗?'

56 'Were fresh floral arrangements present in the restaurant?

餐厅内有鲜花设计的装饰吗？'

57 'Was the restaurant kept to a good housekeeping standard (i.e. floors/ceilings clean, walls scuff free, windows smear free and all lights illuminated)?

餐厅的卫生有按照客房的卫生标准（如：地板/屋顶干净，墙面无磨损，窗户无污迹，灯光明亮）吗？'

58 'Were the tables and chairs well maintained and the chair fabrics in

good repair?

桌椅维修良好并且椅套良好吗？'