Mon.
前廳知識
Tues.
客房知識
Wed.
餐飲知識
Thur.
Sales&HR
Fri.
酒店品牌
酒店內參：國際五星級酒店餐廳早餐暗訪標準，供大家收藏。
星期一，酒店前廳知識
星期二，酒店客房知識
星期三，酒店餐飲知識
星期四，銷售人力知識
星期五，酒店品牌知識
1 'Was the guest greeted or acknowledged within 30 seconds upon
entering the restaurant?
在客人進入餐廳后30秒內與客人問好嗎？'
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，員工有為止感謝并為拖延道歉了嗎？'
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?
在客人到餐廳內一分鐘內讓客人就座，如果餐廳已滿，傳達需要等待的時間然后在時間范圍內提供位置了嗎？'
4 'Did employees offer chair assistance, remove covers if necessary and present the menu (if applicable)?
員工幫客人拉椅子并移開口布，如有必要或提供菜單？'
5 'In the case of a single diner, was a newspaper/reading material offered?
單人用餐時，有提供報紙或其他讀物了嗎？'
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)?
對于自助餐，員工對早餐用餐過程做介紹（如：客人請隨便用餐）了嗎？'
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?
在一分鐘入座內，服務員提供咖啡或茶或客人選用一種果汁（如果是水果，需要是自助餐以外的水果）嗎？'
8 'Was coffee/tea/juice served within three minutes of order?
咖啡/茶/果汁是在三分鐘內提供的嗎？'
9 'When taking the order did the waiter exhibit a good working knowledge of the menu and its ingredients?
點單時，服務員有熟練掌握菜單并提及其中部分了嗎？'
10 'Did the waiter accommodate any reasonable off menu requests?
服務員可以順應提供合理的菜單以外的需求嗎？'
11 'Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?
員工使得點單完整嗎（烹調介紹，附加物品等等）？'
12 'If toast requested, did waiter ascertain guest's toast preference?
如果需要烤面包，服務員有確定客人的個人喜好了嗎?'
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)?
除非客人被告知預期拖延（如：由于較長時間的準備），正確完整的早餐點單可以在10分鐘內完成嗎？'
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)?
員工確定一、客人是否需要任何調味（如：紅燒汁，番茄醬，胡椒等），他們是適用恰當?shù)娜萜魇⒀b嗎？'
15 'Did employee replace cutlery as required?
員工有根據(jù)需要更換刀叉嗎？'
16 'Were dishes cleared within 3 minutes of all guests finishing their meals?
碟子是在客人結束用餐后3分鐘內清完嗎？'
17 'Was coffee/tea/juice replenished as required?
咖啡、茶、果汁按需求再填充了嗎？'
18 'Did employee offer a clean cup when refill/ fresh pot of
coffee/tea was offered?
當重新填滿茶壺后，員工有提供干凈的杯子嗎？'
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?
賬單是在客人要求結賬后3分鐘內裝在賬單夾帶有酒店標志的筆地道客人，賬單上的項目清晰正確嗎？'
20 'Were employees well groomed and immaculately presented in
clean uniforms, polished shoes and, if applicable, wearing name badges?
員工儀容儀表良好，制服干凈整潔，鞋子光亮，并佩戴名牌了嗎？'
21 'Was the employee’s speech clear and use of English adequate to be fully understood?
員工的言談清晰，使用足以被客人理解的英語了嗎？'
22 'Did the employees smile and display a genuinely warm, friendly and interested manner?
員工微笑并展現(xiàn)出真誠友好，保有興趣的禮儀了嗎？'
23 'Did an employee use the guest's name at least once during the
meal?
在用餐過程中，員工有至少使用一次來電者的姓名嗎?'
24 'Did an employee visit the table to ascertain at any point if service was satisfactory?
員工有確保客人對服務滿意？'
25 'Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?
員工針對客人的不同進行交流（融入到禮貌的對話中）和作為具有個性化的個體與客人交流？'
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)?
與客人目光交流并始終積極的關注客人的需要（有時客人不是一定需要服務）嗎？'
27 'Was the service organized and professional without being intrusive
or repetitive?
安排服務良好專業(yè)不啰嗦？'
28 'Did employees respect guest's presence when interacting with each
other?
當與客人交流時，員工顯出對客人的尊重了嗎？'
29 'Upon leaving the restaurant did an employee thank/acknowledge
the guest and offer a warm and sincere farewell?
客人離開時，員工感謝客人溫暖真誠的與客人告別？'
30 'Was the buffet clean, attractively presented, well laid out and the food sufficiently covered (i.e. in the case of outdoor venues)?
自助餐干凈，有吸引力，排放良好，食物充足嗎（如果有外場）？'
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時，有餐牌并且餐牌字跡清晰統(tǒng)一嗎？'
32 'Were all dishes replenished as required?
碟子按照需要補充了嗎？'
33 'Was the appropriate crockery and service utensils available?
有適宜的瓷器和器皿提供嗎？'
34 'In the case of a hot buffet, were warmed plates available?
對于熱菜，有暖碟提供嗎？'
35 'Was cook present behind the buffet at all times (where a working
station was present)?
廚師一直站在自助餐后面（有工作臺的自助餐）？'
36 'In the case of hot foods did the cook present a clean warm plate with a serviette to the guest?
對于熱菜廚師有提供干凈的暖碟和餐巾了嗎？'
37 'Was the menu clean, in good repair and grammatically correct?
菜單干凈，裝訂良好，書寫正確嗎？'
38 'Was there a good selection of breakfast items available (i.e. fresh fruits, cereals, pastries, cold meats, egg dishes, local dishes, etc.)?
早餐內容可供選擇（如：鮮水果，谷類食品，糕點，冷盤等）？'
39 'Was the food presented in an appealing manner?
食品外觀吸引人嗎？'
40 'Did the food directly resemble its description from the restaurant menu?
食品與菜單中的描述一致嗎？'
41 'Was the food fresh and of good flavour?
食品新鮮味道好嗎？'
42 'Was food served at the correct temperature?
食品的溫度適宜嗎？'
43 'Was the composition of the dish balanced and the degree of
cooking/texture appropriate?
盤中食品的擺放設計的良好嗎？烹飪的火候/質感適宜嗎？ '
44 'Were portions of acceptable size?
每份的分量合理嗎？'
45 'Was the food cooked as requested?
食物依照要需烹飪的嗎？'
46 'Were at least two freshly squeezed juices available?
至少有兩種鮮榨果汁可用嗎？'
47 'Was coffee/tea hot and freshly brewed?
咖啡、茶是熱的并且剛泡好的？'
48 'Were all tables in the restaurant consistently laid up and promptly
cleared when guests depart (i.e. within 10 minutes)?
當客人離開時所有的桌子都擺放整齊并清理干凈（如：十分鐘內）了嗎？'
49 'Was the table cloth/place mat/napkin clean, pressed and free of any stains/tears?
桌布、餐具墊、餐巾都干凈，疊放整齊并無污漬、破損嗎？'
50 'Was the cutlery, crockery and glassware clean and matching in pattern?
刀叉，瓷器，玻璃器皿干凈且搭配擺放良好嗎？'
51 'Was the butter rolled/cut, fresh and well presented?
黃油新鮮外觀良好嗎？'
52 'Were salt and pepper cruets available and if so were they clean and full?
有鹽和胡椒粉的佐料盒提供嗎？如果有，它們干凈并且裝滿了嗎？'
53 'Did the sugar selection include white, brown and sweetener and in the case of sugar cubes were sugar tongs/spoons provided?
有可選擇的白糖，紅糖和果糖嗎？如果是方塊糖有方塊糖夾子/匙提供嗎？'
54 'Was there a minimum of three different preserves available on the table or at the buffet?
桌面上或自助餐臺上有至少三種的蜜嗎？'
55 'Were a selection of international newspapers available at the entrance to the restaurant?
在酒店入口處有可供選擇的國際報紙嗎?'
56 'Were fresh floral arrangements present in the restaurant?
餐廳內有鮮花設計的裝飾嗎？'
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)?
餐廳的衛(wèi)生有按照客房的衛(wèi)生標準（如：地板/屋頂干凈，墻面無磨損，窗戶無污跡，燈光明亮）嗎？'
58 'Were the tables and chairs well maintained and the chair fabrics in
good repair?
桌椅維修良好并且椅套良好嗎？'
