模擬運營評估表 - 77食集零點用餐體驗

Welcome to Shangri-La Hongqiao Airport | Traders Hongqiao Airport, Shanghai! Thank you for participating in this Pre-opening Hotel Simulation. We aim to provide you with our Asian heritage during your F&B Experience. We would appreciate if you can take a few minutes to give us your feedback and suggestions.
歡迎來到上海虹橋機場香格里拉|上海虹橋機場盛貿(mào)酒店。十分感謝您參加酒店開業(yè)前的模擬營業(yè)。我們的目標(biāo)是在您用餐期間，為您提供香格里拉亞洲傳統(tǒng)的待客之道。請您利用幾分鐘的時間完成以下評估表，非常感謝您的寶貴意見和建議。


We thank you for your support and wish you a pleasant dining experience.
再次感謝您的支持并祝您用餐愉快。

This questionnaire is expected to take 20 minutes to complete. It can be saved automatically if you quit halfway.

問卷填寫預(yù)計需要20分鐘，問卷中途退出可自動保存。
1.
General Information 基本信息

Name 姓名
2. Please select your department 
請選擇您所在的部門
請選擇
3. Dining Date 用餐日期
4. Please choose your meal time 
請選擇您的用餐時段
請選擇
A-La-Carte in 77 Food - Breakfast
77食集零點服務(wù)-早餐
5.
Reception Services 接待服務(wù)

Name of colleague who serve you
為您提供服務(wù)的員工的名字
6.

Did the employee follow the reception standard ?領(lǐng)位員是否完整地展示了引領(lǐng)客人的服務(wù)流程？  

7.
Table Service 餐桌服務(wù)

Did the employee introduce the menu and repeat the order which included the special request?  
員工是否介紹早餐零點菜單，并在點單后重復(fù)點單內(nèi)容包括特殊需求?
8. When taking the order did the waiter exhibit a good working knowledge of the menu and its ingredients?
在點菜時，服務(wù)員是否展現(xiàn)出對菜單及其作料充足的專業(yè)知識？
9.
When taking your order, did the server ask if you have any food allergies?
點菜時，服務(wù)員是否詢問您有無食物過敏情況？
10. Did the employee replace cutlery as required?
員工是否根據(jù)需要更換餐具？
11. Was the correct order served to each guest without any prompting required?
是否在沒有任何提示的情況下向每位客人提供正確餐品？
12. Was the correct and complete breakfast order served within 8 minutes of order for a cold breakfast or continental breakfast item, and 15 minutes of order for a hot breakfast, unless the team member informed the agent of an expected delay (i.e. due to longer preparation times)?
冷早餐或歐陸早餐是否在點餐后 8 分鐘內(nèi)準(zhǔn)確完整供應(yīng)，熱早餐是否在點餐后 15 分鐘內(nèi)準(zhǔn)確完整供應(yīng)，除非員工預(yù)先告知客人上菜將延遲（即，由于備餐時間較長）？
13. Did an employee visit the table to ascertain at any point if service was satisfactory?
員工是否向客人確認(rèn)服務(wù)的滿意度？
14. 是否在客人用餐結(jié)束后 5 分鐘內(nèi)或用餐期間根據(jù)需要清理餐具？
15. Was the bill clearly itemized and correct and was it promptly presented within 5 minutes of request
賬單是否清晰準(zhǔn)確列出項目，是否在客人要求后 5 分鐘內(nèi)及時出示？
16.

Did the staff offered various payment options and fapiao afterpayment？

員工是否向客人提供了多種支付方式選擇，并在支付成功后提供發(fā)票？
17.

Did an employee thank/acknowledge the guest and offer a warmand sincere farewell?

客人離開時，是否有員工對客人表示感謝/致謝，并熱情真誠地告別？
A-La-Carte in 77 Food -Lunch & Dinner
77食集零點服務(wù)-午餐&晚餐
18.
Reception Services 接待服務(wù)

Name of colleague who serve you
為您提供服務(wù)的員工的名字
19. Did the employee follow the reception standard ? 領(lǐng)位員是否完整地展示了引領(lǐng)客人的服務(wù)流程？ 
20.
Table Service 餐桌服務(wù)

Name of colleague who serve you
為您提供服務(wù)的員工的名字
21.

Did an employee greet the you within 2 minutes of seating?

在入座兩分鐘內(nèi)是否有員工與您打招呼？
22.

Was employee able to answer any questions with regard to the menu and its ingredients?

員工是否能回答任何關(guān)于菜單和配料的問題？
23.

When taking your order, did the server ask if you have any food allergies?

點菜時，服務(wù)員是否詢問您有無食物過敏情況？
24.

Did employee bring appropriate cutlery as per order?

服務(wù)員是否按照客人的點單準(zhǔn)備了合適的餐具？
25. Did the employee follow the beverage serive standard員工是否提供完整的酒水服務(wù)？ 

26.

Were all plated items served with as little disruption to the guest as possible?

所有盤菜端上桌時外觀是否近乎精致完好？
27.

Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?

餐具是否在客人用完餐后的5分鐘內(nèi)或在用餐過程中應(yīng)客人要求撤走？
28. Did an employee visit the table to ascertain at any point if service was satisfactory?

員工是否向客人確認(rèn)服務(wù)的滿意度？

29.

Was the bill clearly itemized and correct and was it promptly presented within 5 minutes of request

賬單是否清晰準(zhǔn)確列出項目，是否在客人要求后 5 分鐘內(nèi)及時出示？

30.

Did the staff offered various payment options and fapiao afterpayment？

員工是否向客人提供了多種支付方式選擇，并在支付成功后提供發(fā)票？
31.

Did an employee thank/acknowledge the guest and offer a warmand sincere farewell?

客人離開時，是否有員工對客人表示感謝/致謝，并熱情真誠地告別？
32.  Employee Emotional Behavior 員工的整體行為

Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?
員工是否裝扮得體，制服穿戴干凈整齊且佩戴名牌（如有）？
33. Was the employee’s speech clear, well-paced, jargon/slang free and use of language adequate to be fully understood?
員工是否吐詞清晰，節(jié)奏平穩(wěn)， 沒有使用行話/俚語；語言是否易懂？
34. Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other hotel facilities or immediately offer to find out the information required?
員工在履行職責(zé)時是否自信十足和/或在回答其他酒店設(shè)施相關(guān)問題時是否游刃有余，或立即主動提出幫助客人找出所需的信息？
35. Food and Beverage Quality 酒水和食品
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Visual appeal of the meal 菜肴的賣相 
Taste of the meal            菜肴的味道 
Food temperature          食品的溫度
Quality of the beverages 酒水質(zhì)量  
36. Cleanliness清潔程度
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Cleanliness of tablecloth napkin 餐巾餐具的清潔
Cleanliness of restaurant 餐廳清潔 
37. How would you rate you’re A-la Carte Over-all Experience in 77 Food?
您如何評價您在77食集點餐的整體服務(wù)感受?
38. Cleanliness of Restarant 餐廳清潔
39.

During the overall service, which of the nature of Shangri-La culture do you think our colleague's behaviour is in line with?

整體服務(wù)期間，您認(rèn)為上述提名同事的行為符合我們香格里拉文化中哪一個本質(zhì)？

40.

During the overall service, which of the beliefs of Shangri-La culture do you think our colleague's behaviour is in line with?

整體服務(wù)期間，您認(rèn)為上述提名同事的行為符合我們香格里拉文化中哪一個信念？

Thank you for taking your time to give us your valuable feedback and suggestions.
Please kindly submit immediately this form after dining.

非常感謝您花時間為我們提出的寶貴意見。
請在用餐結(jié)束后提交此問卷。
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