周计划表

RESTAURANT 餐厅OUTLET 营业区域:Cafe'K restaurant DATE AND TIME 日期和时间:STANDARD 标准RESERVATION:1 Was the telephone answered within 3 rings or 10 seconds with anappropriate greeting and the department identified? 电话是否在响铃3声或10秒钟内被接听，并且有适当的问候及向客人报部门？2 If the call was not answered in3 rings or 10 seconds, was anapology extended? 若电话未能在响铃3声或10秒钟内被接听，是否向客人致歉？3 Did the employee obtain the guest's name and use the caller's name at least once during the conversation? 员工是否记下了客人的姓名，并且在通话期间至少一次以其姓名称呼客人？4 Did employee obtain number of people dining, the dining time and the telephone/room number? 员工是否记下了用餐人数、时间和联系电话/房间号码？5 Did the employee repeat and confirm the details? 员工是否重复并确认了预订细节？6 Did the call end with the employee offering a warm and sincere closing? 员工是否以诚挚、热情的语气与客人结束通话？ARRIVAL/SEATING 抵达/入座:7 Was the guest greeted or acknowledged within 30 seconds upon entering the restaurant? 客人是否在进入餐厅的30秒内被问候或识别？8 If the guest was kept waiting did the employee acknowledge this and apologise for the delay? 如果使客人等待，员工有没有识别并致歉？9 Did the employee seat the guest within one minute of their arrival at a fully laid table? 员工是否在客人抵达后一分钟内将客人引入一张已摆好台的座位?10 Did employee offer chair assistance, remove covers if necessary and present the menu/wine list? 员工是否为客人拉出椅子、如有需要打开餐布，以及向客人展示菜单/酒水单？11 In the case of a single diner, was a newspaper/reading material offered (applicable to all day dining venues only)? 如遇到单人用餐，是否提供了报纸/读物（适用于所有白天用餐场所）？12 Did employee explain any specials of the day where applicable (i.e. soup, fish, etc.) or any items not available? 如有今日特卖，员工是否向客人解释了今日特卖（如：汤、鱼等），或者是否向客人说明那些菜品已沽清？SERVICE 服务:13 Was a pre-meal drink offered within 2 minutes of seating? 客人入座后2分钟内是否送上了餐前酒？14 Did waiter automatically suggest mineral water with the meal? 服务员是否主动建议客人用餐时饮用矿泉水？15 Did the waiter approach and greet the guest within 10 minutes to take the food order? 服务员在客人点餐后10分钟内如遇到客人有否向客人致意？16 Was waiter able to answer any questions with regard to the menu and its ingredients? 服务员是否可以回答所有关于菜单及配料的提问？17 Did the employee accommodate any reasonable off menu requests? 若客人点菜单上没有的有比较常规的菜品时，服务员是否可以随机应变？18 Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)? 员工是否记下了全部信息（如：烹饪方法、配菜等）？19 Did waiter automatically suggest a starter and side orders (ifapplicable) for each guest? 服务员是否主动向每位客人建议点一道开胃菜及配菜（如适用）？20 Were bread/rolls and butter automatically served or equivalent(i.e. prawn crackers, olive oil etc.)? 是否有面包/面包卷，是否同时配有黄油或替代品（如：虾酱、橄榄油等）送上？21 Was the wine/beverage order taken within 2 minutes following the food order? 是否在食品点单结束的2分钟之内进行了酒水/饮料点单？22 Did the employee/sommelier have good product knowledge with regard to the wines/beverages and did he/she recommend a suitable wine to accompany the meal? 员工/调酒师是否熟悉有关酒水/饮料的产品知识，是否向客人推荐配合餐点的相应酒水？23 Was the correct drinks order served within 5 minutes of order? 酒水是否在点单后5分钟之内被准确送上？24 Were drinks served and cleared using a tray? 酒水服务时是否使用了干净的托盘？25 In the case of a fine dining restaurant, was an amuse bouche served? 若在高级/正餐餐厅，是否配有开胃菜？26 Was the starter served within 15 minutes of order, unless the employee advised of an expected delay due to preparation times? 开胃菜是否在点单后的15分钟之内被送上，除非员工已事先告知客人由于备餐时间较长会稍晚送餐？27 Was the main course served within 20 minutes of starter beingremoved or within 30 minutes if no starter was ordered, unless the employee informed the agent of an expected delay?主菜是否在开胃菜撤盘后的20分钟之内被送上，或若未点主菜是否在30分钟之内送上，除非员工有提前告知客人食物会更迟被送上？28 Were all plated items served with as little disruption to the guest as possible? 所有菜品在送上时是否尽量避免了打扰客人用餐？29 Was the order correct and complete? 点单是否正确并且完整？30 Were all appropriate condiments automatically offered (i.e. mint sauce, horseradish, mustard, ketchup etc.) and were they served in the appropriate containers (i.e. decanted from the bottle or miniatures)? 是否自动配送了所有相应的调料品（如：薄荷酱、山葵酱、芥末酱、番茄沙司等），调料是否装在相应的调料瓶内被送上（如：已从瓶中倒出或装入小瓶）？31 Did waiter automatically offer additional bottle of wine/water upon completion of the first? 服务员是否在客人用完第一瓶酒/水前主动提出是否需要续点？32 Were dishes cleared within 3 minutes of all guests finishing their meals? 餐碟是否在所有客人用餐结束的3分钟内被清理干净？33 Did the waiter remove side plate, side knife, butter and cruetsand then crumb down the table on completion of the main course in the case of a formal restaurant? 如果是正式的餐厅，服务员是否在主菜用完之后收走边碟、餐包刀、黄油及调料瓶，并擦拭餐桌？34 Did the waiter automatically offer desserts? 服务员是否主动送上甜品？35 Was dessert served within ten minutes of order being taken unless the employee informed the agent of an expected delay? 甜品是否在点单之后的10分钟内被送上，除非员工已事先告知客人稍晚送上？36 Did waiter automatically offer coffee/tea and clarify the guest'scoffee/tea preference (i.e. cappuccino, espresso etc.)? 员工是否主动为客人提供咖啡/茶，是否向客人确认其偏好（如：cappuccino, espresso等）？37 Was coffee/tea served within 5 minutes of order or within 5 minutes of the dessert being cleared? 咖啡/茶是否在点单之后的5分钟之内，或者在甜品撤掉后的5分钟之内被送上，？38 Was milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea? 牛奶/冰淇淋和糖盒（如：白糖、红糖和糖浆）是否与咖啡/茶同时配送？39 Did a petit fours/mints/pastries/biscuitscoffee/tea (or equivalent)?咖啡/茶（或类似）是否配有法式小点/薄荷糖/糕点/饼干？40 Did waiter automatically offer coffee/tea refills? 服务员是否主动为客人续杯（咖啡/茶）？41 Did waiter suggest dessert wine and/or post-meal drinks? 服务员是否向客人推荐了甜酒和/或餐后酒？42 Did an employee visit the table to ascertain at any point if service was satisfactory? 员工是否与客人确认其是否满意我们的服务？43 Was the bill provided within three minutes of request in a clean billfold with a hotel pen and was it clearly itemized and correct? 账单是否在客人要求结账后的3分钟之内送上，账单是否放于干净的账单夹内并配有酒店钢笔，账目明细是否清晰无误？WINE/BEVERAGE SERVICE 酒水/饮料服务:44 Did the waiter present the wine to the guest and open the bottle at the table? 服务员是否向客人展示了酒水，并在桌上开瓶？45 Did the waiter pour a small amount of wine for the guest to sample and upon confirmation that it was satisfactory fill the glass accordingly? 服务员是否为客人倒出一小杯酒水以做品尝，并且在确认客人满意后，相应的向杯中加入酒水？46 Was red wine served at room/appropriate temperature and white/rose wine chilled? 红酒是否在室温/适当温度下被送上，白葡萄酒/淡红葡萄酒是否为冷藏的？47 Did the waiter top up the glass as required? 服务员是否按照要求向杯中添满酒水？48 Was the beverage poured in front of the guest in the case of canned, bottled or mixed drinks (i.e. not prepoured)? 如客人点用灌装、瓶装或混合酒水，是否在客人面前将其倒出（如：不提前倒好）？49 Did waiter offer an additional beverage within 2 minutes of drink being empty? 服务员是否在酒水即将用完的2分钟之前与客人确认是否续点？THE EMPLOYEE - BEHAVIOURAL STANDARDS 员工- 行为标准:50 Were employees well groomed and immaculately presented inclean uniforms, polished shoes and, if applicable, wearing name badges? 员工仪容仪表是否达到标准，是否穿着整洁的制服、抛过光的鞋，并且，如适用，是否佩戴名牌？51 Was the employee’s speech clear and use of English adequate to be fully understood? 员工是否口齿清晰，是否正确运用英语以至客人可完全理解？52 Did the employees smile and display a genuinely warm, friendly and interested manner? 员工是否面带微笑，是否表现出热情、友好及礼貌？53 Did an employee use the guest's name at least once during the meal? 在客人用餐期间员工是否至少一次以客人姓名称呼客人？54 Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals? 员工是否与客人进行了任何形式的互动（如：进行礼貌的交谈）？55 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)? 员工是否与客人进行了眼神交流，并在服务时始终留心并预期了客人的需求（如：任何方面在客人提出要求之前/需要服务时）？56 Was the service organized and professional without being intrusive or repetitive? 服务是否有条理并且专业，未被打断或重复？57 Did employees respect guest's presence when interacting with each other? 员工在与客人交流时是否尊重客人？58 Upon leaving the restaurant did an employee thank/acknowledgethe guest and offer a warm and sincere farewell? 在客人离开餐厅前，员工是否感谢了客人用餐，并且诚挚、热情地向客人道别？PRODUCT – MENU AND FOOD 产品- 菜单及出品:59 Was the menu/wine list clean, in good repair and grammatically correct? 菜单/酒水单是否整洁、状态良好并且文法正确？60 Did the restaurant menu offer a varied selection of dishes (i.e. starters, main courses and desserts)? 餐厅菜单上种类是否丰富多选（如：开胃菜、主菜及甜品）？61 Was the food presented in an appealing manner? 食品是否被很好的展示？62 Did the food directly resemble its description from the restaurant menu? 食品出品是否如餐厅菜单上所描述？63 Was the food fresh and of good flavour? 食物是否新鲜，味道是否鲜美？64 Was food served at the correct temperature? 食物是否在正确的温度下被送上？65 Was the composition of the dish balanced and the degree ofcooking/texture appropriate? 食物中各类营养是否平衡，烹饪的温度/火候是否恰当？66 Were portions of acceptable size? 食物是否已被分为适当的大小？67 Was the food cooked as requested? 食物是否按照要求被烹饪？68 Was coffee/tea hot, fresh and appropriately brewed? 咖啡/茶是否是热的、新鲜及适当调制的？PRODUCT – TABLE LAYOUT/RESTAURANT 产品- 摆台/餐厅:69 Were all tables in the restaurant consistently laid up and promptlycleared when guests depart (i.e. within 10 minutes)? 客人离开后，餐台是否被迅速整理并重新摆台（如：10分钟之内）？70 Was the table cloth/place mat/napkin clean, pressed and free of any stains/tears? 台布/餐垫/餐巾是否洁净、平整，及无污渍/无损？71 Was the correct cutlery, crockery and glassware provided and was it clean and matching in pattern? 是否摆放了适当的刀具、陶器和玻璃制品，及其是否干净并且款式协调？72 Was the butter rolled/cut, fresh and well presented? 黄油是否被箔纸包裹/切割，是否新鲜，是否被很好的展示？73 Were salt and pepper cruets available and if so were they clean and full? 是否放有盐和胡椒瓶，如有，调料瓶是否干净，是否放满了调料？74 Were fresh floral arrangements present in the restaurant? 餐厅内是否配有鲜花？75 Was the restaurant kept to a good housekeeping standard (i.e. floors/ceilings clean, walls scuff free, windows smear free and all lights illuminated)? 餐厅是否始终保持整洁（如：地面/天花板干净、墙面无损、窗户上无污、以及灯光明亮）？76 Were the tables and chairs well maintained and the chair fabrics in good repair? 桌椅及椅套是否维护良好？。