Mon. 前厅知识 | Tues. 客房知识 | Wed. 餐饮知识 | Thur. Sales&HR | Fri. 酒店品牌
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酒店内参：国际五星级酒店预订暗访标准！值得收藏！
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 telephone answered within 3 rings or 10 seconds with an appropriate greeting and the department identified?
电话是在三声内或十秒内接起并使用合适的电话礼仪，报出部门了吗？"
2 "If the call was not answered in 3 rings or 10 seconds, was an
apology extended?
没有在三声内和十秒内接起的电话，有道歉吗？"
3 "If caller is put on hold did it not exceed 30 seconds?
如果让来电者等候，时间超出30秒了吗？"
4 "Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?
周围环境有噪音或是打扰（如：使对话内容很难听到或是使分散注意力）？"
5 "Did employee obtain guest's name and clarify its spelling where
required?
员工获得客人名字并在必要的地方弄清书写方法了吗?"
6 "Did employee confirm date in and date out?
员工确认了入住和离店的日期了吗？"
7 "Did the employee clarify if the guest had stayed before?
员工有没有弄清是否客人壹仟住过本酒店？"
8 "Did the employee establish the purpose of the visit (i.e. business, leisure, special occasions, etc.)?
员工确认了客人住宿的目的了吗（如：公差，休闲，特殊原因）？"
9 "Did employee immediately check availability and if the dates requested were unavailable were alternative dates offered?
员工立刻查看了可用情况了吗？如果要求的时间不能满足，有提供可供选择的时间吗？"
10 "Were a minimum of two room types/rates offered?
提供了两个房型和两间房价的最低假了吗？"
11 "Did employee attempt to up sell to a higher room category by highlighting its benefits (i.e. size, view, amenities, etc.)?
员工有通过强调益处有目的的把买房提高到更高档的房型（如：大小，景色，等等）？"
12 "Did employee clearly state room rate and what it included/excluded (i.e. tax, service, meals etc)?
员工有清楚说明房价和它包含的内容（如：税，服务，用餐等等）？"
13 "Did the employee ask for the business (i.e. 'would you like me to make a booking for you')?
员工有询问来电目的了吗？（如：我可以为您做预定吗）"
14 "Did employee offer to take down the guest's address details?
员工有详细记录下客人的联系信息了吗？"
15 "Did employee obtain guest's telephone number?
员工有获得客人的电话号码吗？"
16 "Did employee obtain guest's fax number or e-mail address?
员工有获得客人的传真号和邮箱地址了吗？"
17 "Did employee request the caller's credit card details and were they repeated back for verification?
员工询问来电者的信用卡信息并重复确认了吗？"
18 "Did employee explain cancellation policy and if applicable, the
deposit policy?
员工解释了取消政策吗？如果合适的话，又说押金方法了吗？"
19 "Did the employee clarify the hotel's smoking policy or clarify the
guest's smoking preference?
员工有澄清酒店的吸烟政策或弄清客人的吸烟习惯？"
20 "Did employee ascertain expected time of arrival and advise the check in time (in the case where the guest was an early arrival)?
员工有确定预期抵达时间和建议办理入住时间（以防客人提早到达）？"
21 "Did the employee clarify if the guest had any personal preferences (i.e. bed preference)?
员工有问清客人是否有任何个人喜好吗？"
22 "Did employee ascertain if the guest required any transport arrangements?
员工有确认客人是否需要任何用车安排？"
23 "Did the employee promote at least one other hotel facility (i.e. offer to make a dinner or spa reservation)?
员工至少推销一个其它的酒店设施（如提供做一个用餐和水疗预定）吗？"
24 "Did employee repeat and confirm all details of the reservation during or at the end of the call?
在通电话或将要结束通话时，员工有重复并确认框所有的预定信息了吗？"
25 "Did employee offer reservation number or booking reference?
员工有提供预定号或预定查阅了吗？"
26 "Did the employee offer his/her name at the end of the call for any further assistance required?
在通话结束时，员工有提供姓名以便有更进一步的提供帮助吗？"
27 "Did the employee speak in a considerate, interested and
friendly manner and refrain from using any jargon?
员工说话时有使用体贴，显出感兴趣的，友好的语音并避免使用行话吗？"
28 "Did the employee demonstrate good listening skills (i.e. avoid
repetition of questions) and ask additional questions where necessary?
员工有显出好的收听技巧（如：避免重复问题）并必要的时候询问问题吗？"
29 "Did employee use the caller's name at least once during the
interaction?
在交流的过程中，员工有至少使用一次来电者的姓名吗?"
30 "Was the employee’s speech clear and use of English adequate to be fully understood?
员工的话语清晰并使用足以被理解的英语了吗？"
31 "Did the call end with the employee offering a warm and enticing comment regarding the guest's forthcoming stay?
在通话将结束时，员工有对客人即将到来的住宿提供温馨提示了吗？"
32 "Did employee automatically offer to send a confirmation?
员工主动提出将寄送确认了吗？"
33 "Was the confirmation received within 24 hours with the hotel's/group's logo and hotel contact details present and was all information within the confirmation correct?
确认可以在24小时内被收到并带有酒店标志，酒店当前的联系详细资料，并且预定内的所有信息都是正确的？"
34 "Did confirmation promote any other hotel facilities (i.e. restaurants, spa, airport transfers)?
确认中有推销任何其它酒店的设施（如：餐厅，水疗，机场接送）？"
35 "Did confirmation explain cancellation charges?
确认中说明了取消预定的费用了吗？"
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