中英文对照酒店宾客意见调查表

客人意见调查表
客户联系人Customer contact:
组织单位Organization:
团队名Group name:
团队日期Group date:
销售人员Sales personnel:
请回答下列问题并圈出相应的分数：
Please circle the appropriate score / answer for the following questions.
评分标准Definition of scores：
满意：4-5分
Exceeded Expectation: 4-5points
一般：3分
Met Expectation: 3points
不满意：1-2分
Below Expectation: 1-2points
1.您为何选择酒店？（请圈出来：答案可多于一个）
Why did you select the Hotel ? (Please circle the answer(s)
1.1 别人推荐 1.5 广告宣传
Recommendation Advertisement
1.2 以往的经验 1.6 慕名而来
Previous experience Reputation
1.3 旅行社安排 1.7 酒店销售员的努力
Travel agency Hotel Sales effort
1.4 地区销售办公室的安排 1.8 其他，如：
Regional Sales Office Others
2.销售人员超出期望未达期望
Sales Personnel: Exceeded Expectation Below Expectation
2.1 服务态度 5 4 3 2 1
Service attitude
2.2 产品知识 5 4 3 2 1
Product knowledge
2.3 回应时间 5 4 3 2 1
Response time to enquiries
2.4 灵活处理问题的能力 5 4 3 2 1
Flexibility
3. 办理团队入住的效率： 5 4 3 2 1
Efficiency in handling your group’s check-in
3.1 接待处 5 4 3 2 1
1
Hospitality desk / room
3.2 入住登记区域 5 4 3 2 1
Check-in area
3.3 登记前准备 5 4 3 2 1
Pre-registration
4. 客房情况
Guest rooms in terms of:
4.1 整洁程度 5 4 3 2 1
Cleanliness
4.2 舒适程度 5 4 3 2 1
Level of comfort
4.3 用品供应情况 5 4 3 2 1
Sufficiency of supplies
4.4 设施 5 4 3 2 1
Functionality of facilities
5.服务质量超出期望未达期望
Quality of service of: Exceeded expectation Below expectation
5.1 前台员工 5 4 3 2 1
Front office Agent
5.2 房务清洁员 5 4 3 2 1
Room Attendant
5.3 礼宾部 5 4 3 2 1
Concierge / Guest Services
5.4 总机 5 4 3 2 1
Telephone Operator
5.5 洗衣/干衣服务 5 4 3 2 1
Laundry / Valet
5.6 健身中心 5 4 3 2 1
Health Club
5.7 商务中心 5 4 3 2 1
Business Center
6.宴会厅的摆设
Function room set-up
6.1 接待区域 5 4 3 2 1
Reception area
6.2 桌台的摆设 5 4 3 2 1
Table arrangements
6.3 视听设备 5 4 3 2 1
Audio Visual
6.4 灯光/音响系统 5 4 3 2 1
Lighting / sound
6.5 设施的功能性 5 4 3 2 1
Functionality of equipment
6.6 通风及空调系统 5 4 3 2 1
Ventilation &Air-conditioning
6.7 清洁程度 5 4 3 2 1
2
Cleanliness
6.8 总体 5 4 3 2 1
Overall
7.宴会服务人员的工作态度
The attitude of our Banquet and Meeting staff:
7.1 宴会服务员工 5 4 3 2 1
Banquet service staff
7.2 技术员 5 4 3 2 1
Technicians
8.宴会服务人员
Banquet and Meeting service staff:
8.1 容易接近程度 5 4 3 2 1
Accessibility
8.2 专心致志的程度 5 4 3 2 1
Attentiveness
8.3 针对客人要求的回应速度 5 4 3 2 1
Responsiveness to requests
8.4 服务效率 5 4 3 2 1
Service speed
8.5 产品知识 5 4 3 2 1
Product knowledge
8.6 处理临场变化的灵活性 5 4 3 2 1
Flexibility in handling on-site changes
9.餐饮超出期望未达期望
Food and Beverage: Exceeded expectation Below expectation 西餐
Western Restaurant
食品
Meals
ⅰ数量 5 4 3 2 1 Quantity
ⅱ质量 5 4 3 2 1 Quality
ⅲ外观 5 4 3 2 1 Presentation
中餐
Chinese Restaurant
食品
Meals
ⅰ数量 5 4 3 2 1 Quantity
ⅱ质量 5 4 3 2 1 Quality
ⅲ外观 5 4 3 2 1
10. 最后的发票超出期望低于期望
3
The final invoice Exceeded Expectation Below Expectation
10.1 满足您特殊要求的灵活性 5 4 3 2 1
Our flexibility in accommodating your specific request
10.2 开出发票的效率 5 4 3 2 1
Our efficiency in issuing the invoice
10.3 正确 5 4 3 2 1
Accuracy
10.4 综合及清楚 5 4 3 2 1
Comprehensiveness and clarity
10.5 完全 5 4 3 2 1
Completeness
11. 您如何评价整体服务水平及设施
How would you rate our overall service standard and facilities?
12. 我们何时还有机会为您服务呢？
When could we be of service to you again?
谢谢您花宝贵时间完成意见表，相信它必将有助于我们提高服务质量及改善设施设备。

Thank you for taking the time to complete this critique which will help us to improve our services and facilities.
组织者Name of Organizer ：
公司Company ：
签名Signature ：
日期Date ：
4。