Your Four-Star Award will be announced on February 12, 2025 您的四星奖将于 2025 年 2 月 12 日公布
TIME SENSITIVE
You are eligible to defer announcement of your Rating. Notify us by January 30,2025 时间敏感 您有资格推迟公布您的评级。请在 2025 年 1 月 30 日之前通知我们
Award Qualification Scores 奖项资格分数
Your rating is determined by your Composite score in the matrix below. To enter a rating tier, you must meet or exceed the To Achieve score. Once a rating level is earned, you must meet or exceed the To Maintain score to retain that rating. 您的评级取决于您在下面矩阵中的综合得分。要进入评级级别，您必须达到或超过所需得分。一旦获得评级级别，您必须达到或超过维持评级所需的得分才能保留该评级。
STAR RATING 星级评分
YOUR SCORE 你的得分
TO ACHIEVE 要达到
TO MAINTAIN 维持
Five-Star 五星级
90%90 \%
87%87 \%
Four-Star 四星级
85.63%85.63 \%
82%82 \%
79%79 \%
Recommended 推荐的
72%72 \%
69%69 \%
STAR RATING YOUR SCORE TO ACHIEVE TO MAINTAIN
Five-Star 90% 87%
Four-Star 85.63% 82% 79%
Recommended 72% 69%| STAR RATING | YOUR SCORE | TO ACHIEVE | TO MAINTAIN |
| :--- | :--- | :--- | :--- |
| Five-Star | | $90 \%$ | $87 \%$ |
| Four-Star | $85.63 \%$ | $82 \%$ | $79 \%$ |
| Recommended | | $72 \%$ | $69 \%$ |
TRAVELGUIDE 旅游指南
Rating Benchmarks 评分基准
This graph shows how your performance on this report compares to the average performance of Star-Rated Hotels. 此图表显示了您在此报告上的表现与星级酒店的平均表现的比较。
Your Composite Score 您的综合得分
Brand Benchmarks 品牌基准
This graph shows how your performance on this report ranks in comparison to the average performance of top global brands. 该图表显示您在此报告中的表现与全球顶级品牌的平均表现的排名对比。
Score Details 分数详情
Sections 节段
SECTION
OVERALL
OVERALL RATIO 总体比率
SERVICE
SERVICE RATIO 服务比率
FACILITY
{:[" FACILITY "],[" RATIO "]:}\begin{aligned} & \text { FACILITY } \\ & \text { RATIO } \end{aligned}
Karl and Nancy asked if the guest was in town for leisure or business and engaged appropriately about their plans. Nancy inquired if it was the guest’s first time visiting the hotel and reacted positively by providing more information about the property. During the room orientation, Karl asked if the room temperature was comfortable for the guest and if they had any dinner plans. Karl genuinely reacted to the guest’s responses. Karl provided a helpful orientation to the room, explaining that the control panels by the bedsides were for the curtains and lights. He also pointed out the locations for the minibar and the coffee capsules. As a note, Karl may have pointed out other helpful information that could have easily gone unnoticed, such as the in-room dining menu and the hotel directory, which were only available on the guest room television. 卡尔和南希询问客人是来这里休闲还是商务，并适当地参与了他们的计划。南希询问这是否是客人第一次入住酒店，并积极提供了更多关于酒店的信息。在房间介绍时，卡尔询问房间的温度对客人是否舒适，以及他们是否有晚餐计划。卡尔对客人的回答表现出了真诚的反应。 卡尔提供了房间的有用介绍，解释了床边的控制面板是用来控制窗帘和灯光的。他还指出了迷你吧和咖啡胶囊的位置。值得注意的是，卡尔可能还指向了其他可能被忽视的有用信息，比如房内餐饮菜单和酒店目录，这些只有在客房电视上才能获取。
Departure Service 离店服务
Staff demonstrated a genuine interest in the guest. For instance, Lucy and Cedric inquired about the guest’s stay and responded positively. Communication among staff was thorough and the guest was not required to excessively repeat themselves. 员工表现出对客人的真诚关心。例如，露西和塞德里克询问了客人的住宿情况，并给予了积极的回应。员工之间的沟通非常充分，客人无需过多重复自己。
Housekeeping Daily Service 家政日常服务
Other bathroom fixtures were thoroughly cleaned and dried. However, the prominent dried water spots on the bathtub faucet upon arrival remained, and one of the faucets had removable soap limescale. The tube of toothpaste was appropriately placed on a narrow shelf above the vanity without an underliner, and other toiletries were placed on a high quality underliner. The hairdryer was unplugged and set on the stand, with the cord neatly coiled. In addition, the wireless speaker was returned to the nightstand and plugged in for charging. 其他浴室设施已彻底清洁和干燥。然而，到达时浴缸水龙头上显著的干水渍依然存在，并且其中一个水龙头上有可拆卸的肥皂水垢。牙膏适当地放置在梳妆台上方的一个狭窄架子上，没有底衬，其他洗漱用品则放置在高质量的底衬上。吹风机未插电，放在支架上，电线整齐卷好。 此外，无线扬声器被放回床头柜并插上充电。
Housekeeping Evening Service 房务晚间服务
The room was prepared for the evening. For example, the lights in the room were dimmed, 房间为晚上做好了准备。例如，房间里的灯光被调暗了，
the blackout curtains were drawn, and the television was set to the welcome page. The bedside reading light was turned on, and a pair of slippers were set on a linen mat by the same side of the bed. A bottle of water, a glass and a lavender linen mist were provided. In addition, the valet tray with a laundry bag and list was set on the bed bench. The bathroom was not thoroughly cleaned. For example, removable and noticeable dried water spots were on faucets and fixtures. 窗帘被拉上，电视机设置在欢迎页。床边的阅读灯被打开，一双拖鞋放在床边的亚麻垫上。提供了一瓶水、一杯子和一瓶薰衣草亚麻喷雾。此外，带有洗衣袋和清单的衣物托盘被放在床边长椅上。浴室没有彻底清洁。例如，水龙头和配件上有可拆卸的、明显的干水渍。
Guest Room 客房
Information on the printed collateral was accurate, and the magazines provided were the current editions. The television information said that Sky59 Rooftop Bar was open until 1 a.m. daily; however, it closed at midnight during weekdays and 1 a.m. only from Fridays to Sundays. The digital in-room dining menu contained typos, including “Suateed,” under the green vegetables. Cleanliness issues were noted in the bathroom. For example, the bathtub and sink faucets had prominent and removable water stains. In addition, a strand of hair was on the shower room floor. The guest was exceptionally comfortable in the room due to the luxurious amenities, spacious layout, comfortable bed, and the stunning West Bund view. 印刷材料上的信息是准确的，提供的杂志是最新版本。电视信息说 Sky59 Rooftop Bar 每天开放到凌晨 1 点；然而，周一至周四则在午夜闭门，只有周五至周日开放到凌晨 1 点。客房内的数字餐饮菜单中有拼写错误，包括“Suateed”出现在绿色蔬菜下方。卫生间存在清洁问题。 例如，浴缸和水槽的水龙头上有显著且可拆卸的水渍。此外，淋浴房地板上有一缕头发。由于豪华的设施、宽敞的布局、舒适的床以及美丽的西滨江景，客人在房间里感到格外舒适。
Public Areas 公共区域
Staff spoke politely and without rushing, and maintained a gracious tone. Staff showed genuine interest in the guest and extended thoughtful gestures. For instance, Carly and the male manager asked if the guest enjoyed their breakfast and replied positively. During the breakfast, Carly inquired about the guest’s purpose of stay and engaged further about their visit to the West Bund and their plans and the male manager asked if the guest had a good sleep and engaged about the Shanghainese special breakfast items at the restaurant. Tracy genuinely offered further assistance when the guest called for an item. When asked how far away the hotel was from Shanghai Pudong Airport, Tia showed genuine interest by asking if the guest would travel on domestic or international flights and thoughtfully suggesting an appropriate departure time. Additionally, Ava asked if the guest had dinner and engaged in polite conversation while thoughtfully touring them around the fitness and spa facilities. 员工礼貌而不急促地交谈，保持优雅的语气。员工对客人表现出真正的兴趣，并进行了体贴的举动。例如，Carly 和男经理询问客人是否喜欢他们的早餐，并给予了积极的回应。 早餐期间，卡莉询问了客人停留的目的，并进一步了解了他们对西岸的访问及计划，男经理则询问客人是否睡得好，并讨论了餐厅的上海特色早餐。特雷西在客人叫唤需要某样物品时真诚地提供了进一步的帮助。 当被问及酒店距离上海浦东机场有多远时，Tia 表现出了真正的兴趣，询问客人是乘坐国内航班还是国际航班，并细心建议了一个合适的出发时间。此外，Ava 还询问客人是否吃过晚餐，并在带领他们参观健身和水疗设施时进行了礼貌的交谈。
Hotel Dining 酒店餐饮
When asked for recommendations for refreshing salads, Carly mentioned that the Insalata Mista “RIVA” salad primarily featured kale, noting that some guests might find the texture of the kale rougher. However, she did not provide further details about the salad to help the guests make a decision. When asked about the decaffeinated tea options, Carly mentioned that the available teas included jasmine, peppermint, chamomile, rose, and lemongrass. While other serviceware was clean and in good condition, the golden rim of 当被问及清爽沙拉的推荐时，Carly 提到“RIVA”的混合沙拉主要以羽衣甘蓝为主料，并指出有些客人可能会觉得羽衣甘蓝的口感较粗糙。然而，她没有提供更多关于沙拉的细节以帮助客人做决定。当被问及无咖啡因茶的选项时，Carly 提到现有的茶包括茉莉花茶、薄荷茶、洋甘菊茶、玫瑰茶和柠檬草茶。 虽然其他餐具干净且状况良好，但茶壶的金色边缘变色和褪色，餐具上有明显的划痕和凹痕。此外，水杯上有一个干燥的水渍。
the teapot was discolored and faded, and the cutlery had prominent scratches and dents. In addition, the water glass had a dried water stain. 酒吧/休息室服务
Bar/Lounge Service 酒吧/休息室服务
Though the Sakura-tini had an attractive fan-shaped holder to elevate the presentation, the drink presentation was standard and may have benefited from a garnish. The Shapeless was served in a glass with a thin layer of matcha liquid garnishing the top; and surrounded by a small amount of foam. The presentation was not dynamically interesting. The Sakura-tini was more photogenic due to the elevated wooden fan it was presented on. The tabletop was not attentively maintained. For example, the emptied snack bowls remained on the table for more than 10 minutes and were not removed. When Colde served the new tray of snacks after the guests requested it, he also did not remove the soiled tray. In addition, the soiled cocktail glasses remained on the table for eight minutes, and when the male bartender removed the soiled glasses after offering the second round, he left the cardboard coaster on the table, where it remained for the rest of the visit. 虽然樱花琴酒有一个吸引人的扇形托架来提升呈现效果，但饮品的呈现是标准的，可能会因装饰而更为出彩。无形则是在一个玻璃杯中上桌，顶部装饰着薄薄一层抹茶液，并且周围有少量泡沫。这个呈现方式并不具有动态的趣味性。樱花琴酒因其所呈现的高耸木制扇形支架而更具摄影效果。桌面维护得并不仔细。 例如，空的零食碗在桌子上放置了超过 10 分钟，并没有被清理。当客人请求后，Colde 提供了新的一盘零食，他也没有将脏盘子移走。此外，脏的鸡尾酒杯在桌子上放置了八分钟，当男调酒师在提供第二轮饮品后移走脏杯时，他将纸杯垫留在了桌子上，直到整个拜访结束它都在那里。
In Room Dining 室内用餐
Robert properly set the table so that nothing had to be moved before the commencement of the meal. As a note, he might have straightened and smoothed the tablecloth during the service, as the tablecloth was visibly uneven with air pockets. While the fried rice was pleasantly chewy, the minced beef was overly dry and firm. While other serviceware was clean and in good condition, the silver chopstick stand had prominent stains and scratches. In addition, the white plate holding the cloth napkin had salt or sugar granules scattered on it. 罗伯特正确地摆好了餐桌，以便在用餐开始前不需要移动任何东西。值得注意的是，他在服务期间可能应该拉直并抚平桌布，因为桌布明显不平，有空气泡。虽然炒饭口感适中，但剁碎的牛肉过于干燥和坚硬。虽然其他餐具都干净且状况良好，但银筷架上有明显的污渍和划痕。 此外，托着布餐巾的白色盘子上撒了盐或糖颗粒。
Telephone conversation is calm and clear 电话交谈平静且清晰
Yes 是
The call was calmly conducted and free of background noise. 通话进行得很平稳，没有背景噪音。
Courtesy & Manners 礼仪与风度
Service 服务
The guest is always asked permission before being placed on hold 客人始终在被放置电话等待之前被询问是否许可
N/A
Courtesy & Manners 礼仪与风度
Service 服务
No telephone hold is longer than 30 seconds without offering a call-back 没有电话等待时间超过 30 秒而不提供回拨服务
N/A
Courtesy & Manners 礼仪与礼貌
Service 服务
Staff is highly articulate and avoids slang and excessive use of phrasefragments 员工表达能力强，避免使用俚语和过多的短语片段
Yes 是
The female reservationist was articulate and did not use slang or casual language, such as when saying, "We have some room that faced the Bund area as well as the three iconic buildings in the Pudong area." 女性预订员表达清晰，使用的语言不带俚语或随意用语，比如在说“我们有一些房间可以看到外滩区域以及浦东的三座地标建筑”时。
Courtesy & Manners 礼仪与态度
Service 服务
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 员工礼貌，始终保持优雅的语调和适当的交流节奏。
Yes 是的
During the call, the female reservationist was polite, maintained a gracious tone and spoke at an appropriate pace. 在通话中，女性预订员礼貌地保持着优雅的语气，语速适中。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴与个性化服务的感受
Service 服务
Staff exhibits a genuine sense of interest and concern for the guest 员工表现出对客人的真诚关心和兴趣。
No 不
The female reservationist did not exhibit a genuine sense of interest in the guest, such as by asking if they were to celebrate any special occasion or if it was their first time visiting Shanghai. 女性预定员并没有表现出对客人的真正兴趣，比如询问他们是否在庆祝任何特别的场合，或者这是他们第一次访问上海。
Graciousness, Thoughtfulness & Sense of Personalized Service 体贴、周到与个性化服务意识
Service 服务
Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful 员工主导谈话，考虑周到且直觉敏锐，在适当和有帮助时展现前瞻性服务。
Yes 是的
The female reservationist led the conversation and extended thoughtful gestures. She inquired whether the guest had confirmed their travel dates and offered to check the availability and pricing for those dates. During the call, she mentioned that the Shanghai South Railway Station had fewer direct trains from various cities in China and thoughtfully suggested that the guest consider purchasing tickets from Shanghai Hongqiao Railway Station. 女接待员主导了谈话并做出了体贴的举动。她询问客人是否确认了旅行日期，并提出为这些日期检查可用性和价格。在通话中，她提到上海南站从中国各城市直达的火车较少，并体贴地建议客人考虑从上海虹桥火车站购买车票。
优雅、体贴与个性化服务感
Graciousness,
Thoughtfulness & Sense of Personalized Service
Graciousness,
Thoughtfulness & Sense of Personalized Service| Graciousness, |
| :--- |
| Thoughtfulness & Sense of Personalized Service |
Service 服务
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known 员工始终以尊重的态度个性化互动，按照已知的客人偏好称呼客人
Yes 是的
The pre-booking call was personalized, such as when the female reservationist said, "Certainly, (guest name)." 预订前的电话很个性化，例如女性接待员说：“当然可以，（客人姓名）。”
Overall 91.67% (11/12) ervice acility " 91.67\% (11/12)
N/A "
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Guest Comfort & Convenience Service Telephone conversation is calm and clear Yes The call was calmly conducted and free of background noise.
Courtesy & Manners Service The guest is always asked permission before being placed on hold N/A
Courtesy & Manners Service No telephone hold is longer than 30 seconds without offering a call-back N/A
Courtesy & Manners Service Staff is highly articulate and avoids slang and excessive use of phrasefragments Yes The female reservationist was articulate and did not use slang or casual language, such as when saying, "We have some room that faced the Bund area as well as the three iconic buildings in the Pudong area."
Courtesy & Manners Service Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Yes During the call, the female reservationist was polite, maintained a gracious tone and spoke at an appropriate pace.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff exhibits a genuine sense of interest and concern for the guest No The female reservationist did not exhibit a genuine sense of interest in the guest, such as by asking if they were to celebrate any special occasion or if it was their first time visiting Shanghai.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful Yes The female reservationist led the conversation and extended thoughtful gestures. She inquired whether the guest had confirmed their travel dates and offered to check the availability and pricing for those dates. During the call, she mentioned that the Shanghai South Railway Station had fewer direct trains from various cities in China and thoughtfully suggested that the guest consider purchasing tickets from Shanghai Hongqiao Railway Station.
"Graciousness,
Thoughtfulness & Sense of Personalized Service" Service Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known Yes The pre-booking call was personalized, such as when the female reservationist said, "Certainly, (guest name)."| Overall | 91.67% (11/12) | | ervice acility | $\begin{aligned} & \text { 91.67\% (11/12) } \\ & \text { N/A } \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| Guest Comfort & Convenience | Service | Telephone conversation is calm and clear | Yes | The call was calmly conducted and free of background noise. |
| Courtesy & Manners | Service | The guest is always asked permission before being placed on hold | N/A | |
| Courtesy & Manners | Service | No telephone hold is longer than 30 seconds without offering a call-back | N/A | |
| Courtesy & Manners | Service | Staff is highly articulate and avoids slang and excessive use of phrasefragments | Yes | The female reservationist was articulate and did not use slang or casual language, such as when saying, "We have some room that faced the Bund area as well as the three iconic buildings in the Pudong area." |
| Courtesy & Manners | Service | Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction | Yes | During the call, the female reservationist was polite, maintained a gracious tone and spoke at an appropriate pace. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff exhibits a genuine sense of interest and concern for the guest | No | The female reservationist did not exhibit a genuine sense of interest in the guest, such as by asking if they were to celebrate any special occasion or if it was their first time visiting Shanghai. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful | Yes | The female reservationist led the conversation and extended thoughtful gestures. She inquired whether the guest had confirmed their travel dates and offered to check the availability and pricing for those dates. During the call, she mentioned that the Shanghai South Railway Station had fewer direct trains from various cities in China and thoughtfully suggested that the guest consider purchasing tickets from Shanghai Hongqiao Railway Station. |
| Graciousness, <br> Thoughtfulness & Sense of Personalized Service | Service | Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known | Yes | The pre-booking call was personalized, such as when the female reservationist said, "Certainly, (guest name)." |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Courtesy & Manners 礼貌与举止
Service 服务
Staff closes interactions with polite, appropriate remarks 员工用礼貌、恰当的言辞结束互动
Yes 是的
The female reservationist thanked the guest and ended the call with, "If you have any inquiries, please get in touch with us without hesitation. We look forward to your stay with us, (guest name). Goodbye." 女预约员感谢了客人，并以“如果您有任何疑问，请随时与我们联系。我们期待您的光临，（客人姓名）。再见。”结束了电话。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Staff can readily describe the various physical elements in the guest room 员工可以轻松描述客房内的各种物理元素
Yes 是的
When asked about which room types in the hotel offered views of the Bund and the river, the female reservationist explained that all room types except for the Deluxe King Room had either a Bund view or a partial river view. She noted that the views varied due to the hotel's height; some rooms provided full or partial river views alongside city views, while others offered views of iconic buildings in the Pudong area. During the call, the reservationist recommended two room types with expansive river views: the Deluxe River View King Room, which was 62 square meters, and the Premier King Room, which was 78 square meters. She clarified that the Premier King Room was larger than the Deluxe River View King Room and featured a more spacious living area. When asked about the facing direction for the rooms, she advised that they should face in the east-south direction. 当被问及酒店中哪些房型可以看到外滩和河流时，女前台接待员解释说，除了豪华大床房外，所有房型都有外滩景观或部分河流景观。她指出，由于酒店的高度，景观各有不同；有些房间提供全景或部分河流景观以及城市景观，而其他房间则提供浦东地区标志性建筑的景观。 在通话中，预订员推荐了两种拥有宽阔河景的房型：豪华河景大床房，面积为 62 平方米，以及首选大床房，面积为 78 平方米。她澄清说，首选大床房比豪华河景大床房更大，并且拥有更宽敞的客厅。当被问及房间的朝向时，她建议应朝东南方向。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Staff can describe hotel facilities and procedures with clarity 员工能够清晰地描述酒店设施和程序
Yes 是的
When asked about the swimming pool at the hotel, the female reservationist explained that the heated indoor pool, maintained at approximately 28 degrees Celsius and measuring 25 by 6 meters, was located on the 59th floor, the highest floor of the building. She added that the pool was open from 6:30 a.m. to 10 p.m. and featured a whirlpool on the side with a temperature between 38 and 40 degrees Celsius. 当被问及酒店的游泳池时，女接待员解释说加热的室内泳池，水温保持在大约 28 摄氏度，大小为 25 米乘 6 米，位于建筑物的 59 层，也是最高层。她补充说，泳池开放时间为早上 6:30 至晚上 10:00，并且旁边有一个温度在 38 到 40 摄氏度之间的按摩浴缸。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Staff can effectively provide directions and/or transportation options and their associated costs 工作人员可以有效地提供方向和/或交通选择及其相关费用
Yes 是的
When inquiring about the nearest railway stations to the hotel and the estimated travel time by car, the female reservationist informed the guest that Shanghai South Railway Station was a 15-minute drive away. She mentioned that Shanghai Hongqiao Railway Station would take about 30 to 40 minutes, while Shanghai Railway Station was further away, taking approximately 60 minutes, depending on traffic conditions. As a note, the guest did not ask about the transportation costs. 当询问酒店附近的火车站和预计驾车时间时，女接待员告知客人上海南站离酒店大约 15 分钟车程。她提到上海虹桥火车站大约需要 30 到 40 分钟，而上海火车站则更远，依据交通情况需要大约 60 分钟。需要注意的是，客人没有询问交通费用。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
At some point prior to the guest's stay, they are offered assistance with hotel services such as transportation service, dinner or spa reservations 在客人入住之前的某个时刻，他们会被提供有关酒店服务的协助，例如交通服务、晚餐或水疗预订。
Yes 是的
During the pre-booking inquiry call, the female reservationist offered assistance with transportation service from the railway stations. 在预订咨询电话中，女性订房员提供了从火车站的交通服务协助。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Courtesy & Manners Service Staff closes interactions with polite, appropriate remarks Yes The female reservationist thanked the guest and ended the call with, "If you have any inquiries, please get in touch with us without hesitation. We look forward to your stay with us, (guest name). Goodbye."
Guest Comfort & Convenience Service Staff can readily describe the various physical elements in the guest room Yes When asked about which room types in the hotel offered views of the Bund and the river, the female reservationist explained that all room types except for the Deluxe King Room had either a Bund view or a partial river view. She noted that the views varied due to the hotel's height; some rooms provided full or partial river views alongside city views, while others offered views of iconic buildings in the Pudong area. During the call, the reservationist recommended two room types with expansive river views: the Deluxe River View King Room, which was 62 square meters, and the Premier King Room, which was 78 square meters. She clarified that the Premier King Room was larger than the Deluxe River View King Room and featured a more spacious living area. When asked about the facing direction for the rooms, she advised that they should face in the east-south direction.
Technical Execution, Skill & Knowledge Service Staff can describe hotel facilities and procedures with clarity Yes When asked about the swimming pool at the hotel, the female reservationist explained that the heated indoor pool, maintained at approximately 28 degrees Celsius and measuring 25 by 6 meters, was located on the 59th floor, the highest floor of the building. She added that the pool was open from 6:30 a.m. to 10 p.m. and featured a whirlpool on the side with a temperature between 38 and 40 degrees Celsius.
Technical Execution, Skill & Knowledge Service Staff can effectively provide directions and/or transportation options and their associated costs Yes When inquiring about the nearest railway stations to the hotel and the estimated travel time by car, the female reservationist informed the guest that Shanghai South Railway Station was a 15-minute drive away. She mentioned that Shanghai Hongqiao Railway Station would take about 30 to 40 minutes, while Shanghai Railway Station was further away, taking approximately 60 minutes, depending on traffic conditions. As a note, the guest did not ask about the transportation costs.
Technical Execution, Skill & Knowledge Service At some point prior to the guest's stay, they are offered assistance with hotel services such as transportation service, dinner or spa reservations Yes During the pre-booking inquiry call, the female reservationist offered assistance with transportation service from the railway stations.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Courtesy & Manners | Service | Staff closes interactions with polite, appropriate remarks | Yes | The female reservationist thanked the guest and ended the call with, "If you have any inquiries, please get in touch with us without hesitation. We look forward to your stay with us, (guest name). Goodbye." |
| Guest Comfort & Convenience | Service | Staff can readily describe the various physical elements in the guest room | Yes | When asked about which room types in the hotel offered views of the Bund and the river, the female reservationist explained that all room types except for the Deluxe King Room had either a Bund view or a partial river view. She noted that the views varied due to the hotel's height; some rooms provided full or partial river views alongside city views, while others offered views of iconic buildings in the Pudong area. During the call, the reservationist recommended two room types with expansive river views: the Deluxe River View King Room, which was 62 square meters, and the Premier King Room, which was 78 square meters. She clarified that the Premier King Room was larger than the Deluxe River View King Room and featured a more spacious living area. When asked about the facing direction for the rooms, she advised that they should face in the east-south direction. |
| Technical Execution, Skill & Knowledge | Service | Staff can describe hotel facilities and procedures with clarity | Yes | When asked about the swimming pool at the hotel, the female reservationist explained that the heated indoor pool, maintained at approximately 28 degrees Celsius and measuring 25 by 6 meters, was located on the 59th floor, the highest floor of the building. She added that the pool was open from 6:30 a.m. to 10 p.m. and featured a whirlpool on the side with a temperature between 38 and 40 degrees Celsius. |
| Technical Execution, Skill & Knowledge | Service | Staff can effectively provide directions and/or transportation options and their associated costs | Yes | When inquiring about the nearest railway stations to the hotel and the estimated travel time by car, the female reservationist informed the guest that Shanghai South Railway Station was a 15-minute drive away. She mentioned that Shanghai Hongqiao Railway Station would take about 30 to 40 minutes, while Shanghai Railway Station was further away, taking approximately 60 minutes, depending on traffic conditions. As a note, the guest did not ask about the transportation costs. |
| Technical Execution, Skill & Knowledge | Service | At some point prior to the guest's stay, they are offered assistance with hotel services such as transportation service, dinner or spa reservations | Yes | During the pre-booking inquiry call, the female reservationist offered assistance with transportation service from the railway stations. |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估员观察
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
When making a booking, staff provides a choice of room types and rates 在进行预订时，员工提供房型和价格的选择。
N/A
Guest Comfort & Convenience 客人舒适与便利
Service 服务
When making a booking, staff clearly explains deposit and cancellation policies and any penalty charges, if a method of payment is secured 在预订时，工作人员清楚地解释押金和取消政策以及任何处罚费用（如果已确保支付方式）
N/A
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
When making a booking, details of the booking are repeated for confirmation 在预订时，预订的细节会被重复确认
N/A
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
When making a booking, a confirmation number is offered 在预订时，会提供确认号码
N/A
Efficiency 效率
Service 服务
Hotel booking confirmation is received within two hours of the call 酒店预订确认将在拨打电话后两小时内收到
N/A
Graciousness, Thoughtfulness & Sense of Personalized Service 亲切、体贴和个性化服务意识
Service 服务
Cross-departmental channels of communication among staff are consistent and complete 跨部门之间的沟通渠道在员工中是一致和完整的
N/A
Efficiency 效率
Service 服务
The service is handled without excessive delays or interruptions 服务处理过程没有过多的延迟或中断
Yes 是的
The call was swiftly answered, and the guest did not experience any significant interruptions. 来电迅速被接听，客人没有经历任何显著的中断。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Technical Execution, Skill & Knowledge Service When making a booking, staff provides a choice of room types and rates N/A
Guest Comfort & Convenience Service When making a booking, staff clearly explains deposit and cancellation policies and any penalty charges, if a method of payment is secured N/A
Technical Execution, Skill & Knowledge Service When making a booking, details of the booking are repeated for confirmation N/A
Technical Execution, Skill & Knowledge Service When making a booking, a confirmation number is offered N/A
Efficiency Service Hotel booking confirmation is received within two hours of the call N/A
Graciousness, Thoughtfulness & Sense of Personalized Service Service Cross-departmental channels of communication among staff are consistent and complete N/A
Efficiency Service The service is handled without excessive delays or interruptions Yes The call was swiftly answered, and the guest did not experience any significant interruptions.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Technical Execution, Skill & Knowledge | Service | When making a booking, staff provides a choice of room types and rates | N/A | |
| Guest Comfort & Convenience | Service | When making a booking, staff clearly explains deposit and cancellation policies and any penalty charges, if a method of payment is secured | N/A | |
| Technical Execution, Skill & Knowledge | Service | When making a booking, details of the booking are repeated for confirmation | N/A | |
| Technical Execution, Skill & Knowledge | Service | When making a booking, a confirmation number is offered | N/A | |
| Efficiency | Service | Hotel booking confirmation is received within two hours of the call | N/A | |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Cross-departmental channels of communication among staff are consistent and complete | N/A | |
| Efficiency | Service | The service is handled without excessive delays or interruptions | Yes | The call was swiftly answered, and the guest did not experience any significant interruptions. |
Kevin - The male bell attendant who greeted the guest at the curbside upon arrival.
Karl - The male concierge who provided luggage assistance, room escort and room orientation.
Nancy - The female front desk agent who processed the registration.
Kevin - The male bell attendant who greeted the guest at the curbside upon arrival.
Karl - The male concierge who provided luggage assistance, room escort and room orientation.
Nancy - The female front desk agent who processed the registration.| Kevin - The male bell attendant who greeted the guest at the curbside upon arrival. |
| :--- |
| Karl - The male concierge who provided luggage assistance, room escort and room orientation. |
| Nancy - The female front desk agent who processed the registration. |
Courtesy & Manners 礼貌与举止
Service 服务
Staff politely acknowledges the guest when appropriate and reasonably possible 员工在适当和合理的情况下礼貌地向客人致以问候
Yes 是
Staff promptly acknowledged the guest throughout their arrival. 员工在客人到达时及时表示欢迎。
Courtesy & Manners 礼貌与举止
Service 服务
Staff is highly articulate and avoids slang and excessive use of phrase-fragments 员工表达能力强，避免使用俚语和过度短语片段
Yes 是的
Staff spoke eloquently throughout the arrival experience, such as when Kevin said, "Good afternoon. Welcome to the MGM hotel. Do you have any luggage with you?" 员工在到达体验过程中口才流利，例如凯文说：“下午好，欢迎来到 MGM 酒店。您有行李吗？”
Courtesy & Manners 礼仪与礼貌
Service 服务
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 工作人员礼貌并在整个互动中保持优雅的语气和适当的语速
Yes 是的
Each staff member was polite and gracious, and they spoke at an appropriate pace. 每位工作人员都很礼貌和优雅，他们说话的语速也很适当。
Courtesy & Manners 礼仪与举止
Service 服务
Staff readily smiles and maintains an engaging expression 员工面带微笑，保持生动的表情
Yes 是
Staff warmly smiled and maintained friendly expressions. 员工热情地微笑并保持友好的表情。
Courtesy & Manners 礼貌与礼仪
Service 服务
Staff makes eye contact and keeps focus on the guest 工作人员保持眼神交流，专注于顾客
Yes 是的
Staff made eye contact and remained focused. 工作人员进行了眼神交流，并保持专注。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、周到和个性化服务感
Service 服务
Staff exhibits a genuine sense of interest and concern for the guest 员工对客人表现出真正的兴趣和关心
Yes 是的
Karl and Nancy asked if the guest was in town for leisure or business and engaged appropriately about their plans. Nancy inquired if it was the guest's first time visiting the hotel and reacted positively by providing more information about the property. During the room orientation, Karl asked if the room temperature was comfortable for the guest and if they had any dinner plans. Karl genuinely reacted to the guest's responses. 卡尔和南希询问客人是来这座城市休闲还是商务，并适当地参与了他们的计划。南希问这是否是客人第一次入住这家酒店，并积极反应，提供了更多关于酒店的信息。在房间介绍期间，卡尔询问房间的温度对客人是否舒适，以及他们是否有任何晚餐计划。卡尔对客人的回应表现出了真诚的反应。
Graciousness, Thoughtfulness & 绅士风度、体贴与
Service 服务
Staff is thoughtful and intuitive, demonstrating anticipatory ser- 员工考虑周到，直觉敏锐，展现出预见性的服务-
Yes 是
When Karl learned that the guest would be traveling to Qiantan the next day, he 当卡尔得知客人将于第二天前往钱塘时，他
Overall 100.00% (26/26) "Service
Facility" "100.00%(26//26)
N/A "
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Service State each staff member included in this section and what they did "Kevin - The male bell attendant who greeted the guest at the curbside upon arrival.
Karl - The male concierge who provided luggage assistance, room escort and room orientation.
Nancy - The female front desk agent who processed the registration."
Courtesy & Manners Service Staff politely acknowledges the guest when appropriate and reasonably possible Yes Staff promptly acknowledged the guest throughout their arrival.
Courtesy & Manners Service Staff is highly articulate and avoids slang and excessive use of phrase-fragments Yes Staff spoke eloquently throughout the arrival experience, such as when Kevin said, "Good afternoon. Welcome to the MGM hotel. Do you have any luggage with you?"
Courtesy & Manners Service Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Yes Each staff member was polite and gracious, and they spoke at an appropriate pace.
Courtesy & Manners Service Staff readily smiles and maintains an engaging expression Yes Staff warmly smiled and maintained friendly expressions.
Courtesy & Manners Service Staff makes eye contact and keeps focus on the guest Yes Staff made eye contact and remained focused.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff exhibits a genuine sense of interest and concern for the guest Yes Karl and Nancy asked if the guest was in town for leisure or business and engaged appropriately about their plans. Nancy inquired if it was the guest's first time visiting the hotel and reacted positively by providing more information about the property. During the room orientation, Karl asked if the room temperature was comfortable for the guest and if they had any dinner plans. Karl genuinely reacted to the guest's responses.
Graciousness, Thoughtfulness & Service Staff is thoughtful and intuitive, demonstrating anticipatory ser- Yes When Karl learned that the guest would be traveling to Qiantan the next day, he| Overall | 100.00% (26/26) | | Service <br> Facility | $\begin{aligned} & 100.00 \%(26 / 26) \\ & \text { N/A } \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| | Service | State each staff member included in this section and what they did | | Kevin - The male bell attendant who greeted the guest at the curbside upon arrival. <br> Karl - The male concierge who provided luggage assistance, room escort and room orientation. <br> Nancy - The female front desk agent who processed the registration. |
| Courtesy & Manners | Service | Staff politely acknowledges the guest when appropriate and reasonably possible | Yes | Staff promptly acknowledged the guest throughout their arrival. |
| Courtesy & Manners | Service | Staff is highly articulate and avoids slang and excessive use of phrase-fragments | Yes | Staff spoke eloquently throughout the arrival experience, such as when Kevin said, "Good afternoon. Welcome to the MGM hotel. Do you have any luggage with you?" |
| Courtesy & Manners | Service | Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction | Yes | Each staff member was polite and gracious, and they spoke at an appropriate pace. |
| Courtesy & Manners | Service | Staff readily smiles and maintains an engaging expression | Yes | Staff warmly smiled and maintained friendly expressions. |
| Courtesy & Manners | Service | Staff makes eye contact and keeps focus on the guest | Yes | Staff made eye contact and remained focused. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff exhibits a genuine sense of interest and concern for the guest | Yes | Karl and Nancy asked if the guest was in town for leisure or business and engaged appropriately about their plans. Nancy inquired if it was the guest's first time visiting the hotel and reacted positively by providing more information about the property. During the room orientation, Karl asked if the room temperature was comfortable for the guest and if they had any dinner plans. Karl genuinely reacted to the guest's responses. |
| Graciousness, Thoughtfulness & | Service | Staff is thoughtful and intuitive, demonstrating anticipatory ser- | Yes | When Karl learned that the guest would be traveling to Qiantan the next day, he |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :--- | :--- | :--- | :--- | :--- | :--- | :--- |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Efficiency 效率
Service 服务
Time from arriving at reception area until registration is complete does not exceed five minutes 从到达接待区到注册完成的时间不超过五分钟
Yes 是的
Check in was promptly processed. 入住手续处理迅速。
Service 服务
State how long the registration process took 说明注册过程花费了多长时间。
5 min 5 分钟
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room 在登记时或进入客房时确认与酒店预订相关的特别请求或预订。
N/A 不适用
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
All details of the reservation are accurate; departure date is confirmed during registration 预订的所有细节都是准确的；出发日期在注册时已确认
Yes 是的
The details of the reservation were accurate. The departure date was confirmed. 预订的详细信息是准确的。出发日期已确认。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、周到和个性化服务的感觉
Service 服务
The guest is offered an escort to their room 客人被提供陪同前往他们的房间
Yes 是的
Karl provided a room escort. 卡尔提供了房间陪同。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it 行李服务安全、无缝，不需要客人在酒店工作人员收集后随时识别或提示行李
Yes 是
The luggage service was secure and seamless. Kevin unloaded the guest's luggage upon arrival and confirmed the pieces, and Karl carried their luggage and accompanied the guest to the reception lobby. He waited by the reception desk with their belongings during the registration and escorted the guest to their room after check in. When he arrived at the room, he inquired if it was convenient for him to place the luggage in the storage area of the closet. The guest did not need to identify or prompt for luggage at any time during the arrival process. 行李服务安全顺畅。凯文在客人到达时卸下了行李并确认了物品，而卡尔则携带着他们的行李陪同客人到接待大堂。在登记期间，他在接待台旁等待着客人的行李，并在登记后陪同客人到他们的房间。当他到达房间时，他询问是否方便将行李放置在衣橱的储物区域。 客人无需在到达过程中随时识别或提示行李。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space 工作人员会自动以方便的方式安排行李，使用架子或专用存储空间。
Yes 是的
The luggage was conveniently stored on the luggage storage space in the closet. 行李方便地存放在衣柜的行李存储空间中。
Efficiency 效率
Service 服务
Luggage arrives within 10 minutes of registration completion 行李在登记完成后 10 分钟内到达
Yes 是
The luggage arrived with the guest at the room. 行李和客人一起到达房间。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Orientation to the hotel is helpful, consisting of relevant details and/or personalized information 酒店的导览是有帮助的，包括相关细节和/或个性化信息。
Yes 是
Nancy provided a discreet and helpful orientation to the hotel, mentioning the location and operating hours of the breakfast restaurant and that the breakfast would be extended for another 30 minutes during the weekends. In addition, she highlighted the hotel facilities' locations, including the restaurants, fitness center, spa, and lobby lounge. 南希为酒店提供了周到而有帮助的介绍，提到了早餐餐厅的位置和营业时间，并且在周末早餐将延长 30 分钟。此外，她还强调了酒店设施的位置，包括餐厅、健身中心、水疗中心和大堂休息室。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Staff provides helpful information about the guest room that might otherwise be overlooked or confusing 员工提供了有关客房的有用信息，这些信息可能会被忽视或令人困惑。
Yes 是
Karl provided a helpful orientation to the room, explaining that the control panels by the bedsides were for the curtains and 卡尔对房间进行了有益的介绍，解释了床边的控制面板是用来控制窗帘的。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Efficiency Service Time from arriving at reception area until registration is complete does not exceed five minutes Yes Check in was promptly processed.
Service State how long the registration process took 5 min
Technical Execution, Skill & Knowledge Service Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room N/A
Technical Execution, Skill & Knowledge Service All details of the reservation are accurate; departure date is confirmed during registration Yes The details of the reservation were accurate. The departure date was confirmed.
Graciousness, Thoughtfulness & Sense of Personalized Service Service The guest is offered an escort to their room Yes Karl provided a room escort.
Guest Comfort & Convenience Service Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it Yes The luggage service was secure and seamless. Kevin unloaded the guest's luggage upon arrival and confirmed the pieces, and Karl carried their luggage and accompanied the guest to the reception lobby. He waited by the reception desk with their belongings during the registration and escorted the guest to their room after check in. When he arrived at the room, he inquired if it was convenient for him to place the luggage in the storage area of the closet. The guest did not need to identify or prompt for luggage at any time during the arrival process.
Guest Comfort & Convenience Service Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space Yes The luggage was conveniently stored on the luggage storage space in the closet.
Efficiency Service Luggage arrives within 10 minutes of registration completion Yes The luggage arrived with the guest at the room.
Guest Comfort & Convenience Service Orientation to the hotel is helpful, consisting of relevant details and/or personalized information Yes Nancy provided a discreet and helpful orientation to the hotel, mentioning the location and operating hours of the breakfast restaurant and that the breakfast would be extended for another 30 minutes during the weekends. In addition, she highlighted the hotel facilities' locations, including the restaurants, fitness center, spa, and lobby lounge.
Guest Comfort & Convenience Service Staff provides helpful information about the guest room that might otherwise be overlooked or confusing Yes Karl provided a helpful orientation to the room, explaining that the control panels by the bedsides were for the curtains and| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Efficiency | Service | Time from arriving at reception area until registration is complete does not exceed five minutes | Yes | Check in was promptly processed. |
| | Service | State how long the registration process took | 5 min | |
| Technical Execution, Skill & Knowledge | Service | Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room | N/A | |
| Technical Execution, Skill & Knowledge | Service | All details of the reservation are accurate; departure date is confirmed during registration | Yes | The details of the reservation were accurate. The departure date was confirmed. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | The guest is offered an escort to their room | Yes | Karl provided a room escort. |
| Guest Comfort & Convenience | Service | Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it | Yes | The luggage service was secure and seamless. Kevin unloaded the guest's luggage upon arrival and confirmed the pieces, and Karl carried their luggage and accompanied the guest to the reception lobby. He waited by the reception desk with their belongings during the registration and escorted the guest to their room after check in. When he arrived at the room, he inquired if it was convenient for him to place the luggage in the storage area of the closet. The guest did not need to identify or prompt for luggage at any time during the arrival process. |
| Guest Comfort & Convenience | Service | Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space | Yes | The luggage was conveniently stored on the luggage storage space in the closet. |
| Efficiency | Service | Luggage arrives within 10 minutes of registration completion | Yes | The luggage arrived with the guest at the room. |
| Guest Comfort & Convenience | Service | Orientation to the hotel is helpful, consisting of relevant details and/or personalized information | Yes | Nancy provided a discreet and helpful orientation to the hotel, mentioning the location and operating hours of the breakfast restaurant and that the breakfast would be extended for another 30 minutes during the weekends. In addition, she highlighted the hotel facilities' locations, including the restaurants, fitness center, spa, and lobby lounge. |
| Guest Comfort & Convenience | Service | Staff provides helpful information about the guest room that might otherwise be overlooked or confusing | Yes | Karl provided a helpful orientation to the room, explaining that the control panels by the bedsides were for the curtains and |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
lights. He also pointed out the locations for the minibar and the coffee capsules. As a note, Karl may have pointed out other helpful information that could have easily gone unnoticed, such as the in-room dining menu and the hotel directory, which were only available on the guest room television. 灯光。他还指出了迷你吧和咖啡胶囊的位置。值得注意的是，卡尔可能还指出了一些其他有用的信息，这些信息可能很容易被忽视，例如客房服务菜单和酒店目录，这些仅在客房电视上提供。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes 如果客房在酒店的入住时间之后仍未准备好，工作人员会提出周到的建议，以确保客人在等待期间的舒适，并告知预计等待时间，并在 15 分钟内遵守
N/A
Efficiency 效率
Service 服务
The service is handled without excessive delays or interruptions 服务处理得没有过多的延误或中断
Yes 是
The arrival process was prompt and free of excessive interruptions. 到达流程迅速，且没有过多的干扰。
Sustainability 可持续性
Efforts are made to reduce paper during the arrival service 在到达服务中努力减少纸张使用。
No Compliance 不合规
Nancy presented a printed registration form for the guest to sign, and the room key was inserted in a paper key card packet. 南希呈递了一份打印的注册表供客人签字，并将房间钥匙放入纸质钥匙卡包装中。
Sustainability 可持续性
An appropriate number of key cards is offered upon arrival 到达时提供适当数量的门卡
Full Compliance 完全合规
Nancy asked how many key cards the guest needed and provided one key for a single guest, explaining that a power key was not needed at the hotel. 南希问客人需要多少张门卡，并为单个客人提供了一张门卡，解释说酒店不需要电源卡。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
lights. He also pointed out the locations for the minibar and the coffee capsules. As a note, Karl may have pointed out other helpful information that could have easily gone unnoticed, such as the in-room dining menu and the hotel directory, which were only available on the guest room television.
Guest Comfort & Convenience Service If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes N/A
Efficiency Service The service is handled without excessive delays or interruptions Yes The arrival process was prompt and free of excessive interruptions.
Sustainability Efforts are made to reduce paper during the arrival service No Compliance Nancy presented a printed registration form for the guest to sign, and the room key was inserted in a paper key card packet.
Sustainability An appropriate number of key cards is offered upon arrival Full Compliance Nancy asked how many key cards the guest needed and provided one key for a single guest, explaining that a power key was not needed at the hotel.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | | | lights. He also pointed out the locations for the minibar and the coffee capsules. As a note, Karl may have pointed out other helpful information that could have easily gone unnoticed, such as the in-room dining menu and the hotel directory, which were only available on the guest room television. |
| Guest Comfort & Convenience | Service | If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes | N/A | |
| Efficiency | Service | The service is handled without excessive delays or interruptions | Yes | The arrival process was prompt and free of excessive interruptions. |
| | Sustainability | Efforts are made to reduce paper during the arrival service | No Compliance | Nancy presented a printed registration form for the guest to sign, and the room key was inserted in a paper key card packet. |
| | Sustainability | An appropriate number of key cards is offered upon arrival | Full Compliance | Nancy asked how many key cards the guest needed and provided one key for a single guest, explaining that a power key was not needed at the hotel. |
Jessie - The female operator who attended to the guest's call for luggage request.
Cedric - The male bell attendant who assisted with the luggage storage.
Lucy - The female front desk agent who processed the folio.
Karl - The male bell attendant who retrieved the luggage for the guest and bid farewell.
Jessie - The female operator who attended to the guest's call for luggage request.
Cedric - The male bell attendant who assisted with the luggage storage.
Lucy - The female front desk agent who processed the folio.
Karl - The male bell attendant who retrieved the luggage for the guest and bid farewell.| Jessie - The female operator who attended to the guest's call for luggage request. |
| :--- |
| Cedric - The male bell attendant who assisted with the luggage storage. |
| Lucy - The female front desk agent who processed the folio. |
| Karl - The male bell attendant who retrieved the luggage for the guest and bid farewell. |
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Telephone conversation is calm and clear 电话交谈是冷静而清晰的
Yes 是的
The call for luggage assistance was calm, clear and free of background noise. 行李协助的电话请求冷静、清晰且没有背景噪音。
Courtesy & Manners 礼貌与举止
Service 服务
Staff politely acknowledges the guest when appropriate and reasonably possible 工作人员在适当和合理的情况下礼貌地向客人表示欢迎
Yes 是的
The guest was appropriately acknowledged during the departure service. 在离开服务期间妥当地向客人表示欢迎。
Courtesy & Manners 礼貌与举止
Service 服务
Staff is highly articulate and avoids slang and excessive use of phrase-fragments 员工表达能力强，避免使用俚语和过度使用短语片段
Yes 是的
During interactions, staff was very wellspoken. For example, Lucy asked, "How was your stay with us?" 在互动中，员工的表述非常得体。例如，露西问道：“您在我们这里的住宿如何？”
Courtesy & Manners 礼貌与举止
Service 服务
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 员工礼貌，始终保持优雅的语气和适当的语速。
Yes 是的
Staff was courteous, spoke graciously and did not rush the interactions. 员工很有礼貌，讲话优雅，并且没有急于结束互动。
Courtesy & Manners 礼仪与举止
Service 服务
Staff readily smiles and maintains an engaging expression 员工随时微笑并保持引人入胜的表情
Yes 是的
Staff warmly smiled and maintained friendly expressions. 员工热情地微笑，保持友好的表情。
Courtesy & Manners 礼仪与举止
Service 服务
Staff makes eye contact and keeps focus on the guest 员工与客人保持眼神交流并专注于他们
Yes 是的
Staff made appropriate eye contact and remained focused. 员工进行了适当的眼神交流并保持专注。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴与个性化服务意识
Service 服务
Staff exhibits a genuine sense of interest and concern for the guest 员工对客人表现出真正的兴趣和关心
Yes 是的
Staff demonstrated a genuine interest in the guest. For instance, Lucy and Cedric inquired about the guest's stay and responded positively. 员工对客人表现出了真诚的兴趣。例如，露西和塞德里克询问了客人的入住情况，并做出了积极的回应。
Graciousness, Thoughtfulness & Sense of Personalized Service 殷勤、体贴和个性化服务的感觉
Service 服务
Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful 员工细心而直觉，适时提供预见性的服务和帮助
Yes 是的
Staff demonstrated thoughtfulness and provided anticipatory gestures. For example, when Jessie learned the guest would depart shortly after the luggage 员工展示了细心并提供了预见性的举动。例如，当杰西得知客人将很快离开行李时
Overall 100.00% (25/25) "Service
Facility" "100.00%(25//25)
N/A "
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Service State each staff member included in this section and what they did "Jessie - The female operator who attended to the guest's call for luggage request.
Cedric - The male bell attendant who assisted with the luggage storage.
Lucy - The female front desk agent who processed the folio.
Karl - The male bell attendant who retrieved the luggage for the guest and bid farewell."
Guest Comfort & Convenience Service Telephone conversation is calm and clear Yes The call for luggage assistance was calm, clear and free of background noise.
Courtesy & Manners Service Staff politely acknowledges the guest when appropriate and reasonably possible Yes The guest was appropriately acknowledged during the departure service.
Courtesy & Manners Service Staff is highly articulate and avoids slang and excessive use of phrase-fragments Yes During interactions, staff was very wellspoken. For example, Lucy asked, "How was your stay with us?"
Courtesy & Manners Service Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Yes Staff was courteous, spoke graciously and did not rush the interactions.
Courtesy & Manners Service Staff readily smiles and maintains an engaging expression Yes Staff warmly smiled and maintained friendly expressions.
Courtesy & Manners Service Staff makes eye contact and keeps focus on the guest Yes Staff made appropriate eye contact and remained focused.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff exhibits a genuine sense of interest and concern for the guest Yes Staff demonstrated a genuine interest in the guest. For instance, Lucy and Cedric inquired about the guest's stay and responded positively.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful Yes Staff demonstrated thoughtfulness and provided anticipatory gestures. For example, when Jessie learned the guest would depart shortly after the luggage| Overall | 100.00% (25/25) | | Service <br> Facility | $\begin{aligned} & 100.00 \%(25 / 25) \\ & \text { N/A } \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| | Service | State each staff member included in this section and what they did | | Jessie - The female operator who attended to the guest's call for luggage request. <br> Cedric - The male bell attendant who assisted with the luggage storage. <br> Lucy - The female front desk agent who processed the folio. <br> Karl - The male bell attendant who retrieved the luggage for the guest and bid farewell. |
| Guest Comfort & Convenience | Service | Telephone conversation is calm and clear | Yes | The call for luggage assistance was calm, clear and free of background noise. |
| Courtesy & Manners | Service | Staff politely acknowledges the guest when appropriate and reasonably possible | Yes | The guest was appropriately acknowledged during the departure service. |
| Courtesy & Manners | Service | Staff is highly articulate and avoids slang and excessive use of phrase-fragments | Yes | During interactions, staff was very wellspoken. For example, Lucy asked, "How was your stay with us?" |
| Courtesy & Manners | Service | Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction | Yes | Staff was courteous, spoke graciously and did not rush the interactions. |
| Courtesy & Manners | Service | Staff readily smiles and maintains an engaging expression | Yes | Staff warmly smiled and maintained friendly expressions. |
| Courtesy & Manners | Service | Staff makes eye contact and keeps focus on the guest | Yes | Staff made appropriate eye contact and remained focused. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff exhibits a genuine sense of interest and concern for the guest | Yes | Staff demonstrated a genuine interest in the guest. For instance, Lucy and Cedric inquired about the guest's stay and responded positively. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful | Yes | Staff demonstrated thoughtfulness and provided anticipatory gestures. For example, when Jessie learned the guest would depart shortly after the luggage |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
EVALUATOR OBSERVATIONS 评估员观察
CLASSIFICATION TAG STANDARD EVALUATOR OBSERVATIONS| CLASSIFICATION | TAG | | STANDARD | EVALUATOR OBSERVATIONS |
| :--- | :--- | :--- | :--- | :--- | :--- |
(
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估员观察
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、细心和个性化服务的意识
Service 服务
Staff does not decline any request without offering appropriate alternatives 员工不会在不提供适当替代方案的情况下拒绝任何请求
N/A
Efficiency 效率
Service 服务
Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time 贝尔曼在请求出发协助后的八分钟内到达；或者在预先安排的行李提取时间的五分钟内到达
Yes 是的
The luggage was collected promptly. 行李被及时收取。
Service 服务
State how long this took 说明这花了多长时间
4 min 4 分钟
Efficiency 效率
Service 服务
Time spent settling the folio does not exceed five minutes 结算账单所花的时间不超过五分钟
Yes 是
The folio was settled in 1 minutes and 40 seconds. 账单在 1 分钟 40 秒内完成结算。
Service 服务
State how long settling the folio took 说明结算该账单花了多长时间
2 min 2 分钟
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room 行李服务安全、无缝，并且在酒店工作人员从房间收集行李后，客人无需随时识别或提示行李
Yes 是的
The luggage service was seamless and secure. Cedric arrived at the guest room with a luggage trolley and collected their belongings shortly after the guest's call. He issued a luggage tag and explained that the guest could retrieve their luggage at the concierge on the arrival lobby floor since they wanted to store their items. When the guest returned to the hotel later, Karl collected the claim tag and retrieved the luggage from a locked and safe storage room. He assisted with loading the luggage onto the vehicle's trunk when the guest's departure vehicle arrived. The guest did not need to identify their luggage at any point during the departure process. 行李服务无缝且安全。塞德里克推着行李车准时到达客房，并在客人致电后不久收集了他们的物品。他发放了一张行李标签，并解释说，客人可以在到达大堂的礼宾部领取他们的行李，因为他们想要寄存物品。当客人稍后返回酒店时，卡尔收集了索取标签，并从一个上锁且安全的储物间取回了行李。 当客人的离开车辆到达时，他协助将行李装载到车辆的后备厢中。在整个离开过程中，客人并不需要识别他们的行李。
Courtesy & Manners 礼节与态度
Service 服务
Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark 接受付款的员工特别感谢客人，并以礼貌和恰当的 remarks 结束互动。
Yes 是的
Lucy thanked the guest, and at the end of the interaction, said, "We look forward to welcoming you back to stay with us next time." 露西感谢了客人，并在互动结束时说：“我们期待着下次欢迎您再次入住。”
Graciousness, Thoughtfulness & Sense of Personalized Service 体贴、周到和个性化服务感
Service 服务
Staff proactively inquires about transportation needs 员工主动询问交通需求
Yes 是的
Cedric and Lucy offered transportation assistance. 塞德里克和露西提供运输协助。
Guest Comfort & Convenience 客户舒适与便利
Service 服务
The guest is invited to review their folio, either digitally or printed, prior to processing 客人被邀请在处理之前查看他们的账单，可以是数字版或打印版。
Yes 是的
Lucy presented a copy of the bill for review before processing the charges. 露西在处理费用之前提供了账单的副本以供审阅。
Guest Comfort & Convenience 客户舒适与便利
Service 服务
If a printed folio is provided, a folder or envelope is offered 如果提供了打印的文件，就会提供一个文件夹或信封
N/A
Efficiency 效率
Service 服务
If an emailed folio is requested or automatically received, it is delivered within one hour 如果请求或自动收到电子邮件文件，它将在一小时内送达
Yes 是的
The emailed folio was delivered within an hour. 电子邮件发送的账单在一小时内送达。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
The final folio is accurate and easy to read 最终账单准确且易于阅读。
Yes 是
The folio accurately listed the charges and was easy to read. 账单准确列出了费用，并且易于阅读。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff does not decline any request without offering appropriate alternatives N/A
Efficiency Service Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time Yes The luggage was collected promptly.
Service State how long this took 4 min
Efficiency Service Time spent settling the folio does not exceed five minutes Yes The folio was settled in 1 minutes and 40 seconds.
Service State how long settling the folio took 2 min
Guest Comfort & Convenience Service Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room Yes The luggage service was seamless and secure. Cedric arrived at the guest room with a luggage trolley and collected their belongings shortly after the guest's call. He issued a luggage tag and explained that the guest could retrieve their luggage at the concierge on the arrival lobby floor since they wanted to store their items. When the guest returned to the hotel later, Karl collected the claim tag and retrieved the luggage from a locked and safe storage room. He assisted with loading the luggage onto the vehicle's trunk when the guest's departure vehicle arrived. The guest did not need to identify their luggage at any point during the departure process.
Courtesy & Manners Service Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark Yes Lucy thanked the guest, and at the end of the interaction, said, "We look forward to welcoming you back to stay with us next time."
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff proactively inquires about transportation needs Yes Cedric and Lucy offered transportation assistance.
Guest Comfort & Convenience Service The guest is invited to review their folio, either digitally or printed, prior to processing Yes Lucy presented a copy of the bill for review before processing the charges.
Guest Comfort & Convenience Service If a printed folio is provided, a folder or envelope is offered N/A
Efficiency Service If an emailed folio is requested or automatically received, it is delivered within one hour Yes The emailed folio was delivered within an hour.
Technical Execution, Skill & Knowledge Service The final folio is accurate and easy to read Yes The folio accurately listed the charges and was easy to read.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff does not decline any request without offering appropriate alternatives | N/A | |
| Efficiency | Service | Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time | Yes | The luggage was collected promptly. |
| | Service | State how long this took | 4 min | |
| Efficiency | Service | Time spent settling the folio does not exceed five minutes | Yes | The folio was settled in 1 minutes and 40 seconds. |
| | Service | State how long settling the folio took | 2 min | |
| Guest Comfort & Convenience | Service | Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room | Yes | The luggage service was seamless and secure. Cedric arrived at the guest room with a luggage trolley and collected their belongings shortly after the guest's call. He issued a luggage tag and explained that the guest could retrieve their luggage at the concierge on the arrival lobby floor since they wanted to store their items. When the guest returned to the hotel later, Karl collected the claim tag and retrieved the luggage from a locked and safe storage room. He assisted with loading the luggage onto the vehicle's trunk when the guest's departure vehicle arrived. The guest did not need to identify their luggage at any point during the departure process. |
| Courtesy & Manners | Service | Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark | Yes | Lucy thanked the guest, and at the end of the interaction, said, "We look forward to welcoming you back to stay with us next time." |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff proactively inquires about transportation needs | Yes | Cedric and Lucy offered transportation assistance. |
| Guest Comfort & Convenience | Service | The guest is invited to review their folio, either digitally or printed, prior to processing | Yes | Lucy presented a copy of the bill for review before processing the charges. |
| Guest Comfort & Convenience | Service | If a printed folio is provided, a folder or envelope is offered | N/A | |
| Efficiency | Service | If an emailed folio is requested or automatically received, it is delivered within one hour | Yes | The emailed folio was delivered within an hour. |
| Technical Execution, Skill & Knowledge | Service | The final folio is accurate and easy to read | Yes | The folio accurately listed the charges and was easy to read. |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴和个性化服务的感觉
Service 服务
If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology 如果适用，工作人员迅速而谨慎地纠正所有上报的发布/收费错误，并附以道歉
N/A
Guest Comfort & Convenience 客户舒适与便利
Service 服务
There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges 客房账单上不会出现意外收费；客人必须以某种明显的方式被告知所有费用
Yes 是的
There were no unexpected charges. 没有意外的费用。
Efficiency 效率
Service 服务
The service is handled without excessive delays or interruptions 服务处理没有过度的延迟或中断。
Yes 是的
Significant delays or interruptions were not encountered during the service. 在服务过程中未遇到显著的延迟或中断。
Sustainability 可持续性
Efforts are made to reduce paper during the departure service 努力在离开服务期间减少纸张使用。
Partial Compliance 部分合规
Lucy automatically printed the folio so the guest could review the charges before settlement. She inquired if the guest preferred an email or a printed zero-balance folio. 露西自动打印了汇款单，以便客人在结算之前可以查看费用。她询问客人是否更喜欢电子邮件还是打印的零余额汇款单。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Graciousness, Thoughtfulness & Sense of Personalized Service Service If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology N/A
Guest Comfort & Convenience Service There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges Yes There were no unexpected charges.
Efficiency Service The service is handled without excessive delays or interruptions Yes Significant delays or interruptions were not encountered during the service.
Sustainability Efforts are made to reduce paper during the departure service Partial Compliance Lucy automatically printed the folio so the guest could review the charges before settlement. She inquired if the guest preferred an email or a printed zero-balance folio.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology | N/A | |
| Guest Comfort & Convenience | Service | There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges | Yes | There were no unexpected charges. |
| Efficiency | Service | The service is handled without excessive delays or interruptions | Yes | Significant delays or interruptions were not encountered during the service. |
| | Sustainability | Efforts are made to reduce paper during the departure service | Partial Compliance | Lucy automatically printed the folio so the guest could review the charges before settlement. She inquired if the guest preferred an email or a printed zero-balance folio. |
State each staff member included in this section and what they did 列出本节包含的每个工作人员及其职责
Wendy - The female concierge who provided recommendations for things to do in West Bund. Wendy - 提供西岸活动推荐的女性礼宾服务员。
Guest Comfort & Convenience 客户舒适与便利
Service 服务
Telephone conversation is calm and clear 电话交谈平静而清晰。
N/A 不适用
Courtesy & Manners 礼仪与举止
Service 服务
Staff politely acknowledges the guest when appropriate and reasonably possible 工作人员在适当和合理的情况下礼貌地向客人致意。
Yes 是的
The guest was proactively acknowledged. 客人得到了积极的认可。
Courtesy & Manners 礼仪与 Manners
Service 服务
Staff is highly articulate and avoids slang and excessive use of phrasefragments 员工表达能力强，避免使用俚语和过多的短语片段。
Yes 是的
Wendy spoke professionally, such as asking, "May I have your room number?" Wendy 表现得很专业，例如问：“我可以要你的房间号码吗？”
Courtesy & Manners 礼仪与 Manners
Service 服务
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 员工礼貌且在互动过程中保持优雅的语气和适当的速度
Yes 是的
Wendy spoke politely and without rushing, while using a gracious tone. 温迪礼貌地说话，没有急于表达，语气优雅。
Courtesy & Manners 礼貌与举止
Service 服务
Staff readily smiles and maintains an engaging expression 员工面带微笑，保持着引人入胜的神情
Yes 是的
Wendy smiled and had an interested expression. 温迪微笑着，面带兴趣的表情。
Courtesy & Manners 礼貌与举止
Service 服务
Staff makes eye contact and keeps focus on the guest 员工与客人进行眼神交流，并保持专注。
Yes 是的
Wendy made eye contact and remained focused. 温迪保持眼神交流，并且始终专注。
亲切、体贴和个性化服务的感觉
Graciousness,
Thoughtfulness & Sense of Personalized Service
Graciousness,
Thoughtfulness & Sense of Personalized Service| Graciousness, |
| :--- |
| Thoughtfulness & Sense of Personalized Service |
Service 服务
When appropriate, staff asks guiding questions to ascertain the guest's preferences 在适当的时候，工作人员会询问引导性问题以确定客人的偏好
No 不
Wendy did not ask any guiding questions to ascertain the guest's preferences. 温迪没有询问任何引导性问题以确定客人的偏好。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴与个性化服务意识
Service 服务
Staff exhibits a genuine sense of interest and concern for the guest and/ or demonstrates anticipatory service when appropriate and helpful 员工展现出对客人的真诚关心与兴趣，或在适当和有帮助时表现出预见性服务
Yes 是的
Wendy demonstrated a genuine interest in the guest and displayed thoughtful gestures. For example, Wendy asked the guest where they traveled from and thoughtfully reminded them that a valid identification document, such as a passport, would be required to visit the West Bund Art Museum and partially escorted the guest to the curbside. Wendy 对客人表现出了真正的兴趣，并展现了体贴的举止。例如，Wendy 询问客人他们来自哪里，并细心地提醒他们需要有效的身份证件，如护照，才能进入西岸艺术博物馆，并部分陪同客人到路边。
优雅、体贴和个性化服务意识
Graciousness,
Thoughtfulness & Sense of Personalized Service
Graciousness,
Thoughtfulness & Sense of Personalized Service| Graciousness, |
| :--- |
| Thoughtfulness & Sense of Personalized Service |
Service 服务
Cross-departmental channels of communication among staff are consistent and complete 员工之间跨部门的沟通渠道是一致且完整的
N/A 不适用
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel 员工知识渊博且熟练地履行其部门的要求。员工能够胜任地回答关于整个酒店的问题。
Yes 是
Wendy capably handled the guest's request. 温迪能够妥善处理客人的请求。
Overall 88.89% (16/18) ervice acility "88.89%(16//18)
N/A "
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Service State each staff member included in this section and what they did Wendy - The female concierge who provided recommendations for things to do in West Bund.
Guest Comfort & Convenience Service Telephone conversation is calm and clear N/A
Courtesy & Manners Service Staff politely acknowledges the guest when appropriate and reasonably possible Yes The guest was proactively acknowledged.
Courtesy & Manners Service Staff is highly articulate and avoids slang and excessive use of phrasefragments Yes Wendy spoke professionally, such as asking, "May I have your room number?"
Courtesy & Manners Service Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Yes Wendy spoke politely and without rushing, while using a gracious tone.
Courtesy & Manners Service Staff readily smiles and maintains an engaging expression Yes Wendy smiled and had an interested expression.
Courtesy & Manners Service Staff makes eye contact and keeps focus on the guest Yes Wendy made eye contact and remained focused.
"Graciousness,
Thoughtfulness & Sense of Personalized Service" Service When appropriate, staff asks guiding questions to ascertain the guest's preferences No Wendy did not ask any guiding questions to ascertain the guest's preferences.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff exhibits a genuine sense of interest and concern for the guest and/ or demonstrates anticipatory service when appropriate and helpful Yes Wendy demonstrated a genuine interest in the guest and displayed thoughtful gestures. For example, Wendy asked the guest where they traveled from and thoughtfully reminded them that a valid identification document, such as a passport, would be required to visit the West Bund Art Museum and partially escorted the guest to the curbside.
"Graciousness,
Thoughtfulness & Sense of Personalized Service" Service Cross-departmental channels of communication among staff are consistent and complete N/A
Technical Execution, Skill & Knowledge Service Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel Yes Wendy capably handled the guest's request.| Overall | 88.89% (16/18) | | ervice acility | $\begin{aligned} & 88.89 \%(16 / 18) \\ & \text { N/A } \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| | Service | State each staff member included in this section and what they did | | Wendy - The female concierge who provided recommendations for things to do in West Bund. |
| Guest Comfort & Convenience | Service | Telephone conversation is calm and clear | N/A | |
| Courtesy & Manners | Service | Staff politely acknowledges the guest when appropriate and reasonably possible | Yes | The guest was proactively acknowledged. |
| Courtesy & Manners | Service | Staff is highly articulate and avoids slang and excessive use of phrasefragments | Yes | Wendy spoke professionally, such as asking, "May I have your room number?" |
| Courtesy & Manners | Service | Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction | Yes | Wendy spoke politely and without rushing, while using a gracious tone. |
| Courtesy & Manners | Service | Staff readily smiles and maintains an engaging expression | Yes | Wendy smiled and had an interested expression. |
| Courtesy & Manners | Service | Staff makes eye contact and keeps focus on the guest | Yes | Wendy made eye contact and remained focused. |
| Graciousness, <br> Thoughtfulness & Sense of Personalized Service | Service | When appropriate, staff asks guiding questions to ascertain the guest's preferences | No | Wendy did not ask any guiding questions to ascertain the guest's preferences. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff exhibits a genuine sense of interest and concern for the guest and/ or demonstrates anticipatory service when appropriate and helpful | Yes | Wendy demonstrated a genuine interest in the guest and displayed thoughtful gestures. For example, Wendy asked the guest where they traveled from and thoughtfully reminded them that a valid identification document, such as a passport, would be required to visit the West Bund Art Museum and partially escorted the guest to the curbside. |
| Graciousness, <br> Thoughtfulness & Sense of Personalized Service | Service | Cross-departmental channels of communication among staff are consistent and complete | N/A | |
| Technical Execution, Skill & Knowledge | Service | Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel | Yes | Wendy capably handled the guest's request. |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估员观察
or obtains effective and prompt assistance 或获得有效和及时的帮助
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴与个性化服务意识
Service 服务
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known 员工始终以尊重的方式个性化互动，根据客户的偏好（如果已知）称呼客人
Yes 是的
The interaction was personalized. For instance, Wendy said, "(Guest name), the Gate M at the West Bund Dream Center is located near the hotel, and it is a 15-minute walking distance away." 互动是个性化的。例如，温迪说：“（客人姓名），西岸梦想中心的 M 门靠近酒店，步行大约 15 分钟。”
Courtesy & Manners 礼貌与风度
Service 服务
Staff closes interactions with a polite, appropriate remark 工作人员以礼貌、适当的评论结束互动
Yes 是
In closing, Wendy politely said, "I hope you and your friend enjoy the exhibition and have a good time." 在结束时，温迪礼貌地说：“我希望你和你的朋友享受展览，并度过愉快的时光。”
Staff Appearance 员工外观
Service 服务
Staff encountered are wearing clean and well-fitted uniforms 遇到的员工穿着干净且合身的制服
Yes 是
Wendy wore a clean and tailored uniform. 温迪穿着一套干净且合身的制服。
Staff Appearance 员工外观
Service 服务
Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene 员工的外观与酒店风格一致，并展现出强烈的个人护理和卫生意识
Yes 是的
Wendy was very well-groomed. 温迪打扮得非常体面。
Staff Appearance 员工外观
Service 服务
Staff maintains alert posture and behaves professionally in view of the guest 员工保持警惕姿态，并在客人面前表现得很专业
Yes 是的
During the service, Wendy was professional in posture and demeanor. 在服务过程中，温迪在姿态和举止上都表现得很专业。
Efficiency 效率
Service 服务
Staff responds to or confirms inhouse requests within two hours 员工在两小时内响应或确认内部请求
N/A
Efficiency 效率
Service 服务
Staff responds to or confirms pre-arrival requests within 24 hours 员工在 24 小时内回应或确认到达前的请求
N/A 不适用
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
Staff exhibits local expertise by providing thorough detail and first-hand knowledge 员工通过提供详尽的细节和第一手的知识展示了地方专业知识
Yes 是的
When asked about things to do in the West Bund area, Wendy mentioned that Gate M at the West Bund Dream Center was an integrated shopping mall located near the hotel and along the Bund. She explained that the complex opened in September, took 10 years to build and was previously a cement factory. She mentioned it would be a nice place to enjoy a coffee with their friend and noted that passports were required to enter the center. Additionally, when the guest inquired about art-related activities in the West Bund, Wendy recommended visiting the West Bund Art Museum and the West Bund Art Center, noting the last entrance time and closing time and that some exhibitions were ticketed. She highlighted a QR code to follow the official "Life West Bund" account for further details on exhibitions and activities in the area. 在被问及西岸地区的活动时，温迪提到西岸梦中心的 M 门是一个位于酒店附近沿滨江岸线的综合购物中心。她解释说，该综合体于九月开业，建设耗时 10 年，以前是一个水泥厂。她提到这里是与朋友享用咖啡的好地方，并指出进入中心需要护照。 此外，当客人询问关于西岸的艺术活动时，温迪推荐参观西岸艺术博物馆和西岸艺术中心，指出最后入场时间和关闭时间，以及一些展览需要购票。她强调了一个二维码，以便关注官方“生活西岸”账号，以获取有关该地区展览和活动的更多信息。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
When appropriate, staff effectively provides directions and transportation options 在适当的时候，工作人员有效地提供方向和交通选项
Yes 是
Wendy advised that the Gate M West Bund Dream Center and West Bund Art Museum were located near the hotel, both within a 10 to 15 -minute walking distance. She also used an interactive map on a tablet to provide walking directions. 温迪建议西外滩梦中心和西外滩艺术博物馆位于酒店附近，步行大约 10 到 15 分钟。她还使用平板电脑上的互动地图提供步行方向。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
or obtains effective and prompt assistance
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known Yes The interaction was personalized. For instance, Wendy said, "(Guest name), the Gate M at the West Bund Dream Center is located near the hotel, and it is a 15-minute walking distance away."
Courtesy & Manners Service Staff closes interactions with a polite, appropriate remark Yes In closing, Wendy politely said, "I hope you and your friend enjoy the exhibition and have a good time."
Staff Appearance Service Staff encountered are wearing clean and well-fitted uniforms Yes Wendy wore a clean and tailored uniform.
Staff Appearance Service Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene Yes Wendy was very well-groomed.
Staff Appearance Service Staff maintains alert posture and behaves professionally in view of the guest Yes During the service, Wendy was professional in posture and demeanor.
Efficiency Service Staff responds to or confirms inhouse requests within two hours N/A
Efficiency Service Staff responds to or confirms pre-arrival requests within 24 hours N/A
Technical Execution, Skill & Knowledge Service Staff exhibits local expertise by providing thorough detail and first-hand knowledge Yes When asked about things to do in the West Bund area, Wendy mentioned that Gate M at the West Bund Dream Center was an integrated shopping mall located near the hotel and along the Bund. She explained that the complex opened in September, took 10 years to build and was previously a cement factory. She mentioned it would be a nice place to enjoy a coffee with their friend and noted that passports were required to enter the center. Additionally, when the guest inquired about art-related activities in the West Bund, Wendy recommended visiting the West Bund Art Museum and the West Bund Art Center, noting the last entrance time and closing time and that some exhibitions were ticketed. She highlighted a QR code to follow the official "Life West Bund" account for further details on exhibitions and activities in the area.
Technical Execution, Skill & Knowledge Service When appropriate, staff effectively provides directions and transportation options Yes Wendy advised that the Gate M West Bund Dream Center and West Bund Art Museum were located near the hotel, both within a 10 to 15 -minute walking distance. She also used an interactive map on a tablet to provide walking directions.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | or obtains effective and prompt assistance | | |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known | Yes | The interaction was personalized. For instance, Wendy said, "(Guest name), the Gate M at the West Bund Dream Center is located near the hotel, and it is a 15-minute walking distance away." |
| Courtesy & Manners | Service | Staff closes interactions with a polite, appropriate remark | Yes | In closing, Wendy politely said, "I hope you and your friend enjoy the exhibition and have a good time." |
| Staff Appearance | Service | Staff encountered are wearing clean and well-fitted uniforms | Yes | Wendy wore a clean and tailored uniform. |
| Staff Appearance | Service | Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene | Yes | Wendy was very well-groomed. |
| Staff Appearance | Service | Staff maintains alert posture and behaves professionally in view of the guest | Yes | During the service, Wendy was professional in posture and demeanor. |
| Efficiency | Service | Staff responds to or confirms inhouse requests within two hours | N/A | |
| Efficiency | Service | Staff responds to or confirms pre-arrival requests within 24 hours | N/A | |
| Technical Execution, Skill & Knowledge | Service | Staff exhibits local expertise by providing thorough detail and first-hand knowledge | Yes | When asked about things to do in the West Bund area, Wendy mentioned that Gate M at the West Bund Dream Center was an integrated shopping mall located near the hotel and along the Bund. She explained that the complex opened in September, took 10 years to build and was previously a cement factory. She mentioned it would be a nice place to enjoy a coffee with their friend and noted that passports were required to enter the center. Additionally, when the guest inquired about art-related activities in the West Bund, Wendy recommended visiting the West Bund Art Museum and the West Bund Art Center, noting the last entrance time and closing time and that some exhibitions were ticketed. She highlighted a QR code to follow the official "Life West Bund" account for further details on exhibitions and activities in the area. |
| Technical Execution, Skill & Knowledge | Service | When appropriate, staff effectively provides directions and transportation options | Yes | Wendy advised that the Gate M West Bund Dream Center and West Bund Art Museum were located near the hotel, both within a 10 to 15 -minute walking distance. She also used an interactive map on a tablet to provide walking directions. |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Sense of Luxury 奢华感
Service 服务
该物业提供高质量和定制的体验、行程或活动
Property offers high quality and cu-
rated experiences, itineraries or ac-
tivities
Property offers high quality and cu-
rated experiences, itineraries or ac-
tivities| Property offers high quality and cu- |
| :--- |
| rated experiences, itineraries or ac- |
| tivities |
No 不
客人没有被告知定制或高质量的策划体验。
The guest was not made aware of bespoke or
high-quality curated experiences.
The guest was not made aware of bespoke or
high-quality curated experiences.| The guest was not made aware of bespoke or |
| :--- |
| high-quality curated experiences. |
All non-digital collateral is profes-
sionally presented| All non-digital collateral is profes- |
| :--- |
| sionally presented |
Yes 是的
西岸地图卡片在优雅的卡纸上经过专业呈现。
The West Bund map card was professionally
presented on elegant cardstock.
The West Bund map card was professionally
presented on elegant cardstock.| The West Bund map card was professionally |
| :--- |
| presented on elegant cardstock. |
优雅，个性化服务的意识
Graciousness,
Sense of Personal-
ized Service
Graciousness,
Sense of Personal-
ized Service| Graciousness, |
| :--- |
| |
| Sense of Personal- |
| ized Service |
Service 服务
员工在不拒绝任何请求的情况下，会提供适当的替代方案
Staff does not decline any request
without offering appropriate alterna-
tives
Staff does not decline any request
without offering appropriate alterna-
tives| Staff does not decline any request |
| :--- |
| without offering appropriate alterna- |
| tives |
N/A 不适用
Efficiency 效率
Service 服务
服务在没有过多延迟或中断的情况下进行
The service is handled without ex-
cessive delays or interruptions
The service is handled without ex-
cessive delays or interruptions| The service is handled without ex- |
| :--- | :--- |
| cessive delays or interruptions |
Yes 是
服务快捷，没有过多的延迟。
The service was prompt and free of excessive
delays.
The service was prompt and free of excessive
delays.| The service was prompt and free of excessive |
| :--- |
| delays. |
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Sense of Luxury Service "Property offers high quality and cu-
rated experiences, itineraries or ac-
tivities" No "The guest was not made aware of bespoke or
high-quality curated experiences."
"Technical Execu-
tion, Skill & Knowl-
edge" Service "All non-digital collateral is profes-
sionally presented" Yes "The West Bund map card was professionally
presented on elegant cardstock."
"Graciousness,
Sense of Personal-
ized Service" Service "Staff does not decline any request
without offering appropriate alterna-
tives" N/A
Efficiency Service "The service is handled without ex-
cessive delays or interruptions" Yes "The service was prompt and free of excessive
delays."| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :--- | :--- | :--- | :--- | :--- |
| Sense of Luxury | Service | Property offers high quality and cu- <br> rated experiences, itineraries or ac- <br> tivities | No | The guest was not made aware of bespoke or <br> high-quality curated experiences. |
| Technical Execu- <br> tion, Skill & Knowl- <br> edge | Service | All non-digital collateral is profes- <br> sionally presented | Yes | The West Bund map card was professionally <br> presented on elegant cardstock. |
| Graciousness, <br> <br> Sense of Personal- <br> ized Service | Service | Staff does not decline any request <br> without offering appropriate alterna- <br> tives | N/A | |
| Efficiency | Service | The service is handled without ex- <br> cessive delays or interruptions | Yes | The service was prompt and free of excessive <br> delays. |
The hotel's website is notable in design and consistent with the property and/or brand 酒店的网站在设计上十分突出，并与酒店及其品牌保持一致
No 不
While the website was attractively designed, it had formatting errors. Chinese descriptions for some room types were displayed even though the guest viewed the English version. Additionally, when booking the "Best Available Rate," available to all guests, a pop-up window stated that the guest selected a "Mlife member" rate and needed to log in to book the room. 尽管网站设计吸引人，但存在格式错误。即使客人查看的是英文版本，某些房型的中文描述仍然被显示。此外，当预订“最佳可用价格”时，该价格对所有客人可用，但弹出窗口显示客人选择了“会员价格”，需要登录才能预订房间。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
The hotel's website is intuitive and seamless to navigate 酒店的网站直观且易于导航。
Yes 是
The hotel website was easy to navigate, and the guest could easily find all the information they needed. 酒店网站易于导航，客人可以轻松找到他们需要的所有信息。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Content on the hotel website is current, free of errors and grammatically correct 酒店网站上的内容是最新的，没有错误，并且语法正确。
Yes 是
All content on the hotel website was accurate, grammatically correct and free of errors. 酒店网站上的所有内容都是准确的，语法正确且没有错误。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
An online hotel booking engine or mobile application is available 在线酒店预订引擎或移动应用程序可用
Yes 是
An online booking engine was available. As a note, the online reservation system only supported local Chinese payment methods, and it was less-user-friendly for international travelers with foreign-issued credit cards. 在线预订引擎可用。值得注意的是，在线预订系统仅支持本地中国支付方式，对于持有外国信用卡的国际旅客来说，不太友好。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Booking engine is convenient and allows the guest to filter room results 预订引擎方便，允许客人过滤房间结果
No 不
While the booking engine was convenient, the guest was not able to sort through room features. 虽然预订引擎很方便，但客人无法筛选房间特征。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Booking engine offers a rate and availability calendar 预订引擎提供了一个价格和可用性日历。
No 不
A rate and availability calendar was not offered on the hotel website. 酒店网站上没有提供价格和可用性日历。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Rate types and inclusions are clearly and conveniently described during the online booking process 在在线预订过程中，价格类型和包含内容清晰且方便地进行了描述。
Yes 是
Rate details were clearly listed. 费率详情已清楚列出。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
During the online booking process, room descriptions are helpful, with accurate photos of the bedroom, bathroom and any living spaces included 在在线预订过程中，房间描述非常有用，包含卧室、浴室和任何生活空间的准确照片。
Yes 是的
Each room type had a list of helpful details. The photos for the room the guest selected were accurate. 每种房型都有一份有用的详细信息。客人所选房间的照片是准确的。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
It is possible to add special requests to the reservation during the process of online booking 在在线预订过程中，可以添加特殊请求到预订中
Yes 是的
A textbox allowed for comments and preferences to be entered. 一个允许输入评论和偏好的文本框。
Overall 76.47% (13/17) ervice cility "76.47%(13//17)
N/A "
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Sense of Luxury Service The hotel's website is notable in design and consistent with the property and/or brand No While the website was attractively designed, it had formatting errors. Chinese descriptions for some room types were displayed even though the guest viewed the English version. Additionally, when booking the "Best Available Rate," available to all guests, a pop-up window stated that the guest selected a "Mlife member" rate and needed to log in to book the room.
Guest Comfort & Convenience Service The hotel's website is intuitive and seamless to navigate Yes The hotel website was easy to navigate, and the guest could easily find all the information they needed.
Technical Execution, Skill & Knowledge Service Content on the hotel website is current, free of errors and grammatically correct Yes All content on the hotel website was accurate, grammatically correct and free of errors.
Guest Comfort & Convenience Service An online hotel booking engine or mobile application is available Yes An online booking engine was available. As a note, the online reservation system only supported local Chinese payment methods, and it was less-user-friendly for international travelers with foreign-issued credit cards.
Guest Comfort & Convenience Service Booking engine is convenient and allows the guest to filter room results No While the booking engine was convenient, the guest was not able to sort through room features.
Guest Comfort & Convenience Service Booking engine offers a rate and availability calendar No A rate and availability calendar was not offered on the hotel website.
Technical Execution, Skill & Knowledge Service Rate types and inclusions are clearly and conveniently described during the online booking process Yes Rate details were clearly listed.
Technical Execution, Skill & Knowledge Service During the online booking process, room descriptions are helpful, with accurate photos of the bedroom, bathroom and any living spaces included Yes Each room type had a list of helpful details. The photos for the room the guest selected were accurate.
Guest Comfort & Convenience Service It is possible to add special requests to the reservation during the process of online booking Yes A textbox allowed for comments and preferences to be entered.| Overall | 76.47% (13/17) | | ervice cility | $\begin{aligned} & 76.47 \%(13 / 17) \\ & \text { N/A } \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| Sense of Luxury | Service | The hotel's website is notable in design and consistent with the property and/or brand | No | While the website was attractively designed, it had formatting errors. Chinese descriptions for some room types were displayed even though the guest viewed the English version. Additionally, when booking the "Best Available Rate," available to all guests, a pop-up window stated that the guest selected a "Mlife member" rate and needed to log in to book the room. |
| Guest Comfort & Convenience | Service | The hotel's website is intuitive and seamless to navigate | Yes | The hotel website was easy to navigate, and the guest could easily find all the information they needed. |
| Technical Execution, Skill & Knowledge | Service | Content on the hotel website is current, free of errors and grammatically correct | Yes | All content on the hotel website was accurate, grammatically correct and free of errors. |
| Guest Comfort & Convenience | Service | An online hotel booking engine or mobile application is available | Yes | An online booking engine was available. As a note, the online reservation system only supported local Chinese payment methods, and it was less-user-friendly for international travelers with foreign-issued credit cards. |
| Guest Comfort & Convenience | Service | Booking engine is convenient and allows the guest to filter room results | No | While the booking engine was convenient, the guest was not able to sort through room features. |
| Guest Comfort & Convenience | Service | Booking engine offers a rate and availability calendar | No | A rate and availability calendar was not offered on the hotel website. |
| Technical Execution, Skill & Knowledge | Service | Rate types and inclusions are clearly and conveniently described during the online booking process | Yes | Rate details were clearly listed. |
| Technical Execution, Skill & Knowledge | Service | During the online booking process, room descriptions are helpful, with accurate photos of the bedroom, bathroom and any living spaces included | Yes | Each room type had a list of helpful details. The photos for the room the guest selected were accurate. |
| Guest Comfort & Convenience | Service | It is possible to add special requests to the reservation during the process of online booking | Yes | A textbox allowed for comments and preferences to be entered. |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
The deposit and cancellation policy is prominently explained before the booking is processed online 存款和取消政策在在线预订处理之前得到了显著的说明
Yes 是的
The deposit and cancellation policy was clearly explained during the booking process. 存款和取消政策在预订过程中得到了明确的说明。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
For online bookings, confirmation number is immediately generated and the full confirmation email is received within two hours 在线预订时，确认号码会立即生成，并在两小时内收到完整的确认邮件
Yes 是的
Confirmation was immediate upon booking online. 在线预订时确认是即时的。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Bookings made through the property website can be amended or cancelled online 通过物业网站进行的预订可以在线修改或取消
Yes 是的
The guest was able to modify their booking details online. 客人可以在线修改他们的预订详情。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Hotel booking details are accurately reflected in the email confirmation 酒店预订详情准确反映在电子邮件确认中。
Yes 是的
The confirmation email accurately reflected the booking details. 确认电子邮件准确反映了预订详情。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、周到和个性化服务的意识
Service 服务
All email communications are personalized 所有电子邮件通信都是个性化的
Yes 是的
All email communications were properly personalized to the guest. 所有电子邮件通信都已正确个性化以适应客人。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
All email communications are professionally formatted and accurately reflect the property and/or brand 所有电子邮件通信都经过专业格式化，并准确反映物业和/或品牌。
No 不
Though the reservation confirmation email was professionally formatted and featured the hotel's logo and banners, the post-stay folio was in plain text without branding elements to reflect the property's style, a professional signature and link to the property's website. 尽管预订确认邮件经过专业格式化，并带有酒店的标志和横幅，但入住后账单却是没有品牌元素的纯文本，未能反映物业的风格、专业签名以及指向物业网站的链接。
Courtesy & Manners 礼仪与举止
Service 服务
Staff is articulate and courteous when corresponding with the guest via email 员工在通过电子邮件与客人沟通时 articulate 和 courteous
N/A
Efficiency 效率
Service 服务
General email inquiries are acknowledged within 24 hours 一般电子邮件查询在 24 小时内得到确认
N/A
Courtesy & Manners 礼貌与举止
Service 服务
All text message communications are polite, professional and consistent with the property style 所有短信通信都文明、专业，并与物业的风格一致
N/A
Efficiency 效率
Service 服务
Text messages are answered within three minutes 短信在三分钟内回复
N/A
Guest Comfort & Convenience 客人舒适与便利
Service 服务
When guest requests are made through digital technology, the functionality is intuitive and convenient 当客人通过数字技术发出请求时，功能直观且便利
Yes 是的
When the guest requested in-room dining via the tablet, the technology worked properly and the overall process was convenient. 当客人通过平板电脑请求客房送餐时，技术正常运作，整个过程很方便。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
All service automation functions seamlessly and as expected 所有服务自动化功能无缝运行，且符合预期
Yes 是的
The QR codes for ordering in-room dining and viewing hotel information were fully functional. 房间内就餐和查看酒店信息的二维码完全可以使用。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Non-digital alternatives are available for any service automation technologies provided 提供的任何服务自动化技术都有非数字替代方案。
N/A
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Technical Execution, Skill & Knowledge Service The deposit and cancellation policy is prominently explained before the booking is processed online Yes The deposit and cancellation policy was clearly explained during the booking process.
Technical Execution, Skill & Knowledge Service For online bookings, confirmation number is immediately generated and the full confirmation email is received within two hours Yes Confirmation was immediate upon booking online.
Guest Comfort & Convenience Service Bookings made through the property website can be amended or cancelled online Yes The guest was able to modify their booking details online.
Technical Execution, Skill & Knowledge Service Hotel booking details are accurately reflected in the email confirmation Yes The confirmation email accurately reflected the booking details.
Graciousness, Thoughtfulness & Sense of Personalized Service Service All email communications are personalized Yes All email communications were properly personalized to the guest.
Technical Execution, Skill & Knowledge Service All email communications are professionally formatted and accurately reflect the property and/or brand No Though the reservation confirmation email was professionally formatted and featured the hotel's logo and banners, the post-stay folio was in plain text without branding elements to reflect the property's style, a professional signature and link to the property's website.
Courtesy & Manners Service Staff is articulate and courteous when corresponding with the guest via email N/A
Efficiency Service General email inquiries are acknowledged within 24 hours N/A
Courtesy & Manners Service All text message communications are polite, professional and consistent with the property style N/A
Efficiency Service Text messages are answered within three minutes N/A
Guest Comfort & Convenience Service When guest requests are made through digital technology, the functionality is intuitive and convenient Yes When the guest requested in-room dining via the tablet, the technology worked properly and the overall process was convenient.
Guest Comfort & Convenience Service All service automation functions seamlessly and as expected Yes The QR codes for ordering in-room dining and viewing hotel information were fully functional.
Guest Comfort & Convenience Service Non-digital alternatives are available for any service automation technologies provided N/A | CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Technical Execution, Skill & Knowledge | Service | The deposit and cancellation policy is prominently explained before the booking is processed online | Yes | The deposit and cancellation policy was clearly explained during the booking process. |
| Technical Execution, Skill & Knowledge | Service | For online bookings, confirmation number is immediately generated and the full confirmation email is received within two hours | Yes | Confirmation was immediate upon booking online. |
| Guest Comfort & Convenience | Service | Bookings made through the property website can be amended or cancelled online | Yes | The guest was able to modify their booking details online. |
| Technical Execution, Skill & Knowledge | Service | Hotel booking details are accurately reflected in the email confirmation | Yes | The confirmation email accurately reflected the booking details. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | All email communications are personalized | Yes | All email communications were properly personalized to the guest. |
| Technical Execution, Skill & Knowledge | Service | All email communications are professionally formatted and accurately reflect the property and/or brand | No | Though the reservation confirmation email was professionally formatted and featured the hotel's logo and banners, the post-stay folio was in plain text without branding elements to reflect the property's style, a professional signature and link to the property's website. |
| Courtesy & Manners | Service | Staff is articulate and courteous when corresponding with the guest via email | N/A | |
| Efficiency | Service | General email inquiries are acknowledged within 24 hours | N/A | |
| Courtesy & Manners | Service | All text message communications are polite, professional and consistent with the property style | N/A | |
| Efficiency | Service | Text messages are answered within three minutes | N/A | |
| Guest Comfort & Convenience | Service | When guest requests are made through digital technology, the functionality is intuitive and convenient | Yes | When the guest requested in-room dining via the tablet, the technology worked properly and the overall process was convenient. |
| Guest Comfort & Convenience | Service | All service automation functions seamlessly and as expected | Yes | The QR codes for ordering in-room dining and viewing hotel information were fully functional. |
| Guest Comfort & Convenience | Service | Non-digital alternatives are available for any service automation technologies provided | N/A | |
Female receptionist - registered the guest and provided a locker room key.
Jerry - The male fitness center attendant who offered to show the locker room for the guest and was stationed in the fitness center.
Female receptionist - registered the guest and provided a locker room key.
Jerry - The male fitness center attendant who offered to show the locker room for the guest and was stationed in the fitness center.| Female receptionist - registered the guest and provided a locker room key. |
| :--- |
| Jerry - The male fitness center attendant who offered to show the locker room for the guest and was stationed in the fitness center. |
Courtesy & Manners 礼貌与礼仪
Service 服务
If present, staff in the fitness facility is professional and courteous 如果有的话，健身设施的工作人员是专业和礼貌的
Yes 是的
The female receptionist and Jerry were professional, courteous and well-presented. 女性接待员和杰瑞专业、礼貌且仪表得体。
Guest Comfort & Convenience 客户舒适与便利
Facility 设施
Restrooms are conveniently located in or near the fitness facility 洗手间方便地位于健身设施内或附近
Yes 是的
Restrooms were conveniently located near the fitness center's entrance. 洗手间方便地位于健身中心入口附近。
Cleanliness & Condition 清洁与状况
Facility 设施
If provided, the overall appearances of the locker room and/or restroom area are organized, clean and well-maintained 如果提供，卫生间和/或更衣室的整体外观组织良好，干净且维护得当。
No 不
The restroom was clean and organized, with fully stocked amenities. However, the shower inside the fitness center's locker room had excessive limescale on the rainfall showerhead, and the ceiling was cracked. In addition, the marble around the shower drain had discolored and turned brown. 卫生间干净整洁，用品齐全。然而，健身中心更衣室内的淋浴头上有大量的水垢，天花板有裂缝。此外，淋浴排水口周围的 marble 变色并变成棕色。
Sense of Luxury 豪华感
Facility 设施
Equipment is exceptionally high quality, with modern, up-to-date models and technology 设备的质量非常高，配备现代、更新的型号和技术
Yes 是的
All equipment was high quality and modern with up-to-date models and technology. 所有设备都具有高品质和现代化，采用最新的型号和技术。
Guest Comfort & Convenience 客人舒适与便利
Facility 设施
At least three different types of cardiovascular equipment are provided 提供至少三种不同类型的心血管设备
Yes 是的
The selection of cardio machines included elliptical machines, treadmills, curved treadmills, bicycles, and a rowing machine. 有氧器械的选择包括椭圆机、跑步机、弯曲跑步机、自行车和划船机。
Wellness 健康
Facility 设施
At least three different types of floor exercise and/or recovery equipment are provided 至少提供三种不同类型的地面锻炼和/或恢复设备。
Yes 是的
The floor exercise and recovery equipment included BOSU balls, foam rollers, resistance bands, stability bars, jump ropes, knee pads, medicine balls, step platforms, kettlebells, a punching bag, and yoga equipment such as mats, blocks, and balls. 地面锻炼和恢复设备包括 BOSU 球、泡沫滚筒、阻力带、稳定杆、跳绳、护膝、药球、跳台、壶铃、拳击沙袋和瑜伽设备，如垫子、砖块和球。
Guest Comfort & Convenience 客户舒适与便利
Facility 设施
A full set of free weights and at least one piece of strength-training or circuit-training equipment are available 提供了一整套自由重量和至少一件力量训练或循环训练设备
Yes 是的
A full set of free weights was provided, along with different circuit-training ma- 提供了一整套自由重量，以及不同的循环训练器械
Overall 80.95% (17/21) "Service
Facility" "50.00%(1//2)
84.21%(16//19)"
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Service State each staff member included in this section and what they did "Female receptionist - registered the guest and provided a locker room key.
Jerry - The male fitness center attendant who offered to show the locker room for the guest and was stationed in the fitness center."
Courtesy & Manners Service If present, staff in the fitness facility is professional and courteous Yes The female receptionist and Jerry were professional, courteous and well-presented.
Guest Comfort & Convenience Facility Restrooms are conveniently located in or near the fitness facility Yes Restrooms were conveniently located near the fitness center's entrance.
Cleanliness & Condition Facility If provided, the overall appearances of the locker room and/or restroom area are organized, clean and well-maintained No The restroom was clean and organized, with fully stocked amenities. However, the shower inside the fitness center's locker room had excessive limescale on the rainfall showerhead, and the ceiling was cracked. In addition, the marble around the shower drain had discolored and turned brown.
Sense of Luxury Facility Equipment is exceptionally high quality, with modern, up-to-date models and technology Yes All equipment was high quality and modern with up-to-date models and technology.
Guest Comfort & Convenience Facility At least three different types of cardiovascular equipment are provided Yes The selection of cardio machines included elliptical machines, treadmills, curved treadmills, bicycles, and a rowing machine.
Wellness Facility At least three different types of floor exercise and/or recovery equipment are provided Yes The floor exercise and recovery equipment included BOSU balls, foam rollers, resistance bands, stability bars, jump ropes, knee pads, medicine balls, step platforms, kettlebells, a punching bag, and yoga equipment such as mats, blocks, and balls.
Guest Comfort & Convenience Facility A full set of free weights and at least one piece of strength-training or circuit-training equipment are available Yes A full set of free weights was provided, along with different circuit-training ma-| Overall | 80.95% (17/21) | | Service <br> Facility | $\begin{aligned} & 50.00 \%(1 / 2) \\ & 84.21 \%(16 / 19) \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| | Service | State each staff member included in this section and what they did | | Female receptionist - registered the guest and provided a locker room key. <br> Jerry - The male fitness center attendant who offered to show the locker room for the guest and was stationed in the fitness center. |
| Courtesy & Manners | Service | If present, staff in the fitness facility is professional and courteous | Yes | The female receptionist and Jerry were professional, courteous and well-presented. |
| Guest Comfort & Convenience | Facility | Restrooms are conveniently located in or near the fitness facility | Yes | Restrooms were conveniently located near the fitness center's entrance. |
| Cleanliness & Condition | Facility | If provided, the overall appearances of the locker room and/or restroom area are organized, clean and well-maintained | No | The restroom was clean and organized, with fully stocked amenities. However, the shower inside the fitness center's locker room had excessive limescale on the rainfall showerhead, and the ceiling was cracked. In addition, the marble around the shower drain had discolored and turned brown. |
| Sense of Luxury | Facility | Equipment is exceptionally high quality, with modern, up-to-date models and technology | Yes | All equipment was high quality and modern with up-to-date models and technology. |
| Guest Comfort & Convenience | Facility | At least three different types of cardiovascular equipment are provided | Yes | The selection of cardio machines included elliptical machines, treadmills, curved treadmills, bicycles, and a rowing machine. |
| Wellness | Facility | At least three different types of floor exercise and/or recovery equipment are provided | Yes | The floor exercise and recovery equipment included BOSU balls, foam rollers, resistance bands, stability bars, jump ropes, knee pads, medicine balls, step platforms, kettlebells, a punching bag, and yoga equipment such as mats, blocks, and balls. |
| Guest Comfort & Convenience | Facility | A full set of free weights and at least one piece of strength-training or circuit-training equipment are available | Yes | A full set of free weights was provided, along with different circuit-training ma- |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
chines for strength training, such as a chest press, shoulder press, pull-down, leg-curl, leg press, and multi-functional equipment. 例如胸部推举、肩部推举、下拉、腿部卷曲、腿部推举和多功能设备。
Guest Comfort & Convenience 客户舒适与便利
Facility 设施
Equipment is sufficient for the fitness facility capacity, and it is arranged in a convenient manner 设备对于健身设施的容量是足够的，并且安排得很方便。
Yes 是的
Equipment was sufficient for the fitness facility's capacity and arranged in a convenient manner. For instance, the cardio machines and strength-training equipment were separated into two areas, while the cardio machines faced the windows. In addition, weights and low-impact equipment were neatly set on racks and out of high-traffic areas. 设备对于健身设施的容量是足够的，并且安排得很方便。例如，有氧器械和力量训练设备分为两个区域，而有氧器械面朝窗户。此外，重量和低冲击设备整齐地放在架子上，远离高流量区域。
Guest Comfort & Convenience 客户舒适与便利
Facility 设施
The facility offers ample open floor space, allowing the guest sufficient room to themselves when using all equipment 该设施提供充足的开放空间，使客人在使用所有设备时有足够的私人空间。
Yes 是的
The fitness center provided sufficient open floor space for the guest to use all equipment and practice low-impact exercises. 健身中心提供了足够的开放空间，供客人使用所有设备和进行低冲击锻炼。
Cleanliness & Condition 清洁与状况
Facility 设施
All fitness equipment is clean and in excellent working order 所有健身设备都很干净，且状态良好。
No 不
Though most equipment in the fitness facility was properly functioning and in pristine condition, the sidebar of the treadmill the guest used had prominent and excessive white marks, and there was a strand of hair near the screen. In addition, a bar of one of the strength training machines had black scuffs. 尽管健身设施中的大多数设备正常运作且状况良好，但客人使用的跑步机侧边却有明显且过多的白色痕迹，屏幕旁边还有一 strands 的头发。此外，其中一台力量训练器的横杆上也有黑色划痕。
Cleanliness & Condition 清洁与状况
Facility 设施
The fitness room and all amenities are clean and in excellent condition 健身房和所有设施都很干净且状况极佳。
No 不
The ceiling above the treadmill had noticeable colored stains near the vents, and long scratches on the wooden floor stood out by the entrance near the amenity cabinet. 跑步机上方的天花板在通风口附近有明显的彩色污渍，入口处靠近便利柜的木地板上有长长的划痕。
Guest Comfort & Convenience 客户舒适与便利
Facility 设施
Appropriate cardiovascular equipment includes intuitive audiovisual functionality 适当的心血管设备包括直观的视听功能。
Yes 是的
The cardio machines featured live television, virtual pathways, and entertainment systems that were easy to use while working out. 心肺锻炼器械配有实时电视、虚拟路径和易于使用的娱乐系统，方便在锻炼时使用。
Wellness 健康
Facility 设施
Water is readily available within the fitness center 健身中心内水源丰富
Yes 是的
Water bottles were provided, as well as a water dispenser with paper cups. 提供了水瓶，并且有一个带纸杯的水分配器。
Wellness 健康
Facility 设施
Fresh fruit and/or nutritionally focused snacks are available in or near the fitness area 新鲜水果和/或营养丰富的小吃在健身区内或附近可用。
Yes 是的
Fresh apples were provided. 新鲜的苹果已提供。
Guest Comfort & Convenience 客户舒适与便利
Facility 设施
Appropriately sized towels are conveniently available to all guests in the fitness area 健身区内为所有客人方便地提供适当大小的毛巾。
Yes 是的
Workout towels were provided. 提供了健身毛巾。
Wellness 健康
Facility 设施
Dampened chilled towels are offered in the fitness area 健身区提供湿润的冰凉毛巾
Yes 是的
Dampened chilled towels were provided. 提供了湿润的冰凉毛巾。
Cleanliness & Condition 清洁与状况
Facility 设施
Towels are disposed of discreetly 毛巾被秘密处理。
Yes 是
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
chines for strength training, such as a chest press, shoulder press, pull-down, leg-curl, leg press, and multi-functional equipment.
Guest Comfort & Convenience Facility Equipment is sufficient for the fitness facility capacity, and it is arranged in a convenient manner Yes Equipment was sufficient for the fitness facility's capacity and arranged in a convenient manner. For instance, the cardio machines and strength-training equipment were separated into two areas, while the cardio machines faced the windows. In addition, weights and low-impact equipment were neatly set on racks and out of high-traffic areas.
Guest Comfort & Convenience Facility The facility offers ample open floor space, allowing the guest sufficient room to themselves when using all equipment Yes The fitness center provided sufficient open floor space for the guest to use all equipment and practice low-impact exercises.
Cleanliness & Condition Facility All fitness equipment is clean and in excellent working order No Though most equipment in the fitness facility was properly functioning and in pristine condition, the sidebar of the treadmill the guest used had prominent and excessive white marks, and there was a strand of hair near the screen. In addition, a bar of one of the strength training machines had black scuffs.
Cleanliness & Condition Facility The fitness room and all amenities are clean and in excellent condition No The ceiling above the treadmill had noticeable colored stains near the vents, and long scratches on the wooden floor stood out by the entrance near the amenity cabinet.
Guest Comfort & Convenience Facility Appropriate cardiovascular equipment includes intuitive audiovisual functionality Yes The cardio machines featured live television, virtual pathways, and entertainment systems that were easy to use while working out.
Wellness Facility Water is readily available within the fitness center Yes Water bottles were provided, as well as a water dispenser with paper cups.
Wellness Facility Fresh fruit and/or nutritionally focused snacks are available in or near the fitness area Yes Fresh apples were provided.
Guest Comfort & Convenience Facility Appropriately sized towels are conveniently available to all guests in the fitness area Yes Workout towels were provided.
Wellness Facility Dampened chilled towels are offered in the fitness area Yes Dampened chilled towels were provided.
Cleanliness & Condition Facility Towels are disposed of discreetly Yes | CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | | | chines for strength training, such as a chest press, shoulder press, pull-down, leg-curl, leg press, and multi-functional equipment. |
| Guest Comfort & Convenience | Facility | Equipment is sufficient for the fitness facility capacity, and it is arranged in a convenient manner | Yes | Equipment was sufficient for the fitness facility's capacity and arranged in a convenient manner. For instance, the cardio machines and strength-training equipment were separated into two areas, while the cardio machines faced the windows. In addition, weights and low-impact equipment were neatly set on racks and out of high-traffic areas. |
| Guest Comfort & Convenience | Facility | The facility offers ample open floor space, allowing the guest sufficient room to themselves when using all equipment | Yes | The fitness center provided sufficient open floor space for the guest to use all equipment and practice low-impact exercises. |
| Cleanliness & Condition | Facility | All fitness equipment is clean and in excellent working order | No | Though most equipment in the fitness facility was properly functioning and in pristine condition, the sidebar of the treadmill the guest used had prominent and excessive white marks, and there was a strand of hair near the screen. In addition, a bar of one of the strength training machines had black scuffs. |
| Cleanliness & Condition | Facility | The fitness room and all amenities are clean and in excellent condition | No | The ceiling above the treadmill had noticeable colored stains near the vents, and long scratches on the wooden floor stood out by the entrance near the amenity cabinet. |
| Guest Comfort & Convenience | Facility | Appropriate cardiovascular equipment includes intuitive audiovisual functionality | Yes | The cardio machines featured live television, virtual pathways, and entertainment systems that were easy to use while working out. |
| Wellness | Facility | Water is readily available within the fitness center | Yes | Water bottles were provided, as well as a water dispenser with paper cups. |
| Wellness | Facility | Fresh fruit and/or nutritionally focused snacks are available in or near the fitness area | Yes | Fresh apples were provided. |
| Guest Comfort & Convenience | Facility | Appropriately sized towels are conveniently available to all guests in the fitness area | Yes | Workout towels were provided. |
| Wellness | Facility | Dampened chilled towels are offered in the fitness area | Yes | Dampened chilled towels were provided. |
| Cleanliness & Condition | Facility | Towels are disposed of discreetly | Yes | |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
EVALUATOR OBSERVATIONS 评估者观察
CLASSIFICATION TAG STANDARD EVALUATOR OBSERVATIONS| CLASSIFICATION | TAG | | STANDARD | EVALUATOR OBSERVATIONS |
| :--- | :--- | :--- | :--- | :--- | :--- |
State each staff member included in this section and what they did 列出本节中包括的每位工作人员及其所做的工作
Jessie - 负责处理客人请求的女操作员。Leo - 收集客人洗衣服的男清洁员。
Jessie - The female operator who attended to the guest's request.
Leo - The male housekeeping attendant who collected the guest's laundry.
Jessie - The female operator who attended to the guest's request.
Leo - The male housekeeping attendant who collected the guest's laundry.| Jessie - The female operator who attended to the guest's request. |
| :--- |
| Leo - The male housekeeping attendant who collected the guest's laundry. |
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Telephone conversation is calm and clear 电话交谈平静而清晰
Yes 是的
The conversation was calm and clear, and the guest did not hear background noise. 谈话平静而清晰，客人没有听到背景噪音。
Courtesy & Manners 礼貌与举止
Service 服务
Staff is highly articulate and avoids slang and excessive use of phrase-fragments 员工非常善于表达，避免使用俚语和过多的片段式短语
Yes 是
Staff was articulate. For example, Jessie asked, "Is there anything else that you might need at the moment?" 员工表达清晰。例如，Jessie 问：“您目前还需要其他帮助吗？”
Courtesy & Manners 礼貌与风度
Service 服务
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 员工礼貌待人，始终保持优雅的语气和适当的交流节奏
Yes 是的
Staff was courteous and gracious in tone. They spoke at an unhurried pace. 工作人员的语气礼貌而优雅。他们讲话速度从容不迫。
Courtesy & Manners 礼貌与风度
Service 服务
Staff readily smiles and maintains an engaging expression 员工随时面带微笑，保持迷人的表情
Yes 是的
Leo smiled and maintained a friendly disposition. 利奥微笑着，保持友好的态度。
Courtesy & Manners 礼貌与礼仪
Service 服务
Staff makes eye contact and keeps focus on the guest 员工与客人进行眼神交流并保持专注
Yes 是
Leo made appropriate eye contact and remained completely focused. Leo 进行了适当的眼神交流，并保持完全专注。
Graciousness, Thoughtfulness & Sense of Personalized Service 大方、体贴与个性化服务意识
Service 服务
Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service 员工表现出对客人的真诚关心与兴趣，并展示出预见性服务
Yes 是
Jessie and Leo genuinely offered further assistance before ending the interactions. Jessie 和 Leo 确实在结束互动之前提供了进一步的帮助。
Graciousness, Thoughtfulness & Sense of Personalized Service 体贴、周到和个性化服务的感觉
Service 服务
Cross-departmental channels of communication among staff are consistent and complete 跨部门之间的沟通渠道是一致且完整的
N/A 不适用
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance 员工能够熟练地履行其部门的要求。员工可以有效并迅速地回答关于整个酒店的问题或获得帮助。
Yes 是的
Staff was proficient in their duties. 员工在他们的职责方面非常熟练。
Graciousness, Thoughtfulness & Sense of Personalized Service 亲切、体贴和个性化服务的感觉
Service 服务
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known 员工始终以尊重的方式个性化互动，根据客户的偏好（如果已知）称呼客人
Yes 是的
Staff effectively addressed the guest by name. For instance, Leo said, "Good morning, (guest name). I am here for the laundry service." 工作人员有效地用客人的名字称呼了他。例如，Leo 说：“早上好，（客人名字）。我来是为了提供洗衣服务。”
Overall 94.12% (16/17) "Service
Facility" "100.00%(16//16)
0.00%(0//1)"
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Service State each staff member included in this section and what they did "Jessie - The female operator who attended to the guest's request.
Leo - The male housekeeping attendant who collected the guest's laundry."
Guest Comfort & Convenience Service Telephone conversation is calm and clear Yes The conversation was calm and clear, and the guest did not hear background noise.
Courtesy & Manners Service Staff is highly articulate and avoids slang and excessive use of phrase-fragments Yes Staff was articulate. For example, Jessie asked, "Is there anything else that you might need at the moment?"
Courtesy & Manners Service Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Yes Staff was courteous and gracious in tone. They spoke at an unhurried pace.
Courtesy & Manners Service Staff readily smiles and maintains an engaging expression Yes Leo smiled and maintained a friendly disposition.
Courtesy & Manners Service Staff makes eye contact and keeps focus on the guest Yes Leo made appropriate eye contact and remained completely focused.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service Yes Jessie and Leo genuinely offered further assistance before ending the interactions.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Cross-departmental channels of communication among staff are consistent and complete N/A
Technical Execution, Skill & Knowledge Service Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance Yes Staff was proficient in their duties.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known Yes Staff effectively addressed the guest by name. For instance, Leo said, "Good morning, (guest name). I am here for the laundry service."| Overall | 94.12% (16/17) | | Service <br> Facility | $\begin{aligned} & 100.00 \%(16 / 16) \\ & 0.00 \%(0 / 1) \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| | Service | State each staff member included in this section and what they did | | Jessie - The female operator who attended to the guest's request. <br> Leo - The male housekeeping attendant who collected the guest's laundry. |
| Guest Comfort & Convenience | Service | Telephone conversation is calm and clear | Yes | The conversation was calm and clear, and the guest did not hear background noise. |
| Courtesy & Manners | Service | Staff is highly articulate and avoids slang and excessive use of phrase-fragments | Yes | Staff was articulate. For example, Jessie asked, "Is there anything else that you might need at the moment?" |
| Courtesy & Manners | Service | Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction | Yes | Staff was courteous and gracious in tone. They spoke at an unhurried pace. |
| Courtesy & Manners | Service | Staff readily smiles and maintains an engaging expression | Yes | Leo smiled and maintained a friendly disposition. |
| Courtesy & Manners | Service | Staff makes eye contact and keeps focus on the guest | Yes | Leo made appropriate eye contact and remained completely focused. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service | Yes | Jessie and Leo genuinely offered further assistance before ending the interactions. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Cross-departmental channels of communication among staff are consistent and complete | N/A | |
| Technical Execution, Skill & Knowledge | Service | Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance | Yes | Staff was proficient in their duties. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known | Yes | Staff effectively addressed the guest by name. For instance, Leo said, "Good morning, (guest name). I am here for the laundry service." |
All interactions are closed polite-
ly and appropriately| All interactions are closed polite- |
| :--- |
| ly and appropriately |
Yes 是的
每次互动都在礼貌中结束。例如，利奥说：“感谢您选择在米高梅酒店入住，祝您入住愉快。再见。”
Each interaction was courteously closed.
For instance, Leo said, "Thank you for
staying with us at the MGM. Enjoy your
stay. Goodbye."
Each interaction was courteously closed.
For instance, Leo said, "Thank you for
staying with us at the MGM. Enjoy your
stay. Goodbye."| Each interaction was courteously closed. |
| :--- |
| For instance, Leo said, "Thank you for |
| staying with us at the MGM. Enjoy your |
| stay. Goodbye." |
Staff Appearance 员工外观
Service 服务
所有遇到的员工都穿着干净且合身的制服
All staff encountered are wearing
clean and well-fitted uniforms
All staff encountered are wearing
clean and well-fitted uniforms| All staff encountered are wearing |
| :--- | :--- |
| clean and well-fitted uniforms |
Yes 是
Leo wore a clean and fitted uniform. 利奥穿着一套干净且合身的制服。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
"Courtesy & Man-
ners" Service "All interactions are closed polite-
ly and appropriately" Yes "Each interaction was courteously closed.
For instance, Leo said, "Thank you for
staying with us at the MGM. Enjoy your
stay. Goodbye.""
Staff Appearance Service "All staff encountered are wearing
clean and well-fitted uniforms" Yes Leo wore a clean and fitted uniform.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS | |
| :--- | :--- | :--- | :--- | :--- | :--- |
| Courtesy & Man- <br> ners | Service | All interactions are closed polite- <br> ly and appropriately | | Yes | Each interaction was courteously closed. <br> For instance, Leo said, "Thank you for <br> staying with us at the MGM. Enjoy your <br> stay. Goodbye." |
| Staff Appearance | Service | All staff encountered are wearing <br> clean and well-fitted uniforms | | Yes | Leo wore a clean and fitted uniform. |
The bathroom floor is thoroughly cleaned 卫生间的地板干净彻底
Yes 是
The bathroom floor was well cleaned. 卫生间的地板清洁得很好。
Cleanliness & Condition 清洁与状况
Service 服务
All bathroom fixtures are thoroughly cleaned 所有浴室设备都经过彻底清洁
No 不
Other bathroom fixtures were thoroughly cleaned and dried. However, the prominent dried water spots on the bathtub faucet upon arrival remained, and one of the faucets had removable soap limescale. 其他浴室设备也经过了彻底清洁和晾干。然而，刚到时浴缸水龙头上显著的干水垢仍然存在，且其中一个水龙头上有可拆卸的肥皂水垢。
Cleanliness & Condition 清洁与状况
Service 服务
Bathroom appointments such as mirrors, shelves, etc. are thoroughly cleaned 浴室设施，如镜子、架子等，经过彻底清洁
Yes 是
The bathroom appointments were spotless after service. 服务后，浴室设施一尘不染。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
All used bathroom linens and robes are removed and neatly replaced unless the guest opts into an environmental preference program 所有使用过的浴室亚麻布和浴袍都会被移走并整齐更换，除非客人选择参与环保偏好项目。
Yes 是
The used bath towel and face towels were removed and neatly replaced. 使用过的浴巾和面巾被移除并整齐地更换。
Cleanliness & Condition 清洁与状况
Service 服务
All fresh bathroom linens are clean and in excellent condition 所有新鲜的浴室床单都是干净的，状态极好。
Yes 是
The fresh linens were clean and free of wear. 新鲜的床单干净且没有磨损痕迹。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Toiletries and cosmetics are neatly arranged 洗漱用品和化妆品整齐地摆放着
Yes 是
Personal toiletries were neatly arranged. As a note, the toothpaste was placed vertically on the shelf with the label facing down and did not appear as neatly organized as the other toiletries. 个人洗漱用品整齐地摆放。值得注意的是，牙膏垂直放置在架子上，标签朝下，显得没有其他洗漱用品那么整齐。
Sense of Luxury 奢华感
Service 服务
High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves 高品质的衬托物用于梳妆台或台面上的洗漱用品，但在狭窄的架子上不使用。
Yes 是的
The tube of toothpaste was appropriately placed on a narrow shelf above the vanity without an underliner, and other toiletries were placed on a high quality underliner. 牙膏管被适当地放置在化妆台上方的窄架子上，没有垫子，其他洗漱用品则放在高质量的垫子上。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) neatly coiled and appliances are tidily arranged in a convenient location 酒店提供的小家电（如吹风机、熨斗等）的电线整齐卷起来，电器被整齐地安排在方便的位置。
Yes 是的
The hairdryer was unplugged and set on the stand, with the cord neatly coiled. In addition, the wireless speaker was returned to the nightstand and plugged in for charging. 吹风机已拔掉插头并放在架子上，电线整齐卷起。此外，无线音响被放回床头柜上并插入充电。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
End sheets of toilet tissue are neatly pointed or similarly cared for 厕纸的末端整齐地指向或类似处理。
Yes 是的
The toilet tissue was cared for during service. 厕纸在服务期间得到了妥善处理。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Bathroom amenities are sufficiently supplied to last until the next service. Any single-use amenity that is more than half 浴室用品供应充足，可以持续到下次服务。任何一次性用品如果超过一半、
Yes 是的
The guest had sufficient amenities to last until the next service. The removed bottle 客人有足够的设施可以持续到下次服务。被移走的瓶子
Overall 96.77% (30/31) "Service
Facility" " 96.77\% (30//31)
N/A "
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Cleanliness & Condition Service The bathroom floor is thoroughly cleaned Yes The bathroom floor was well cleaned.
Cleanliness & Condition Service All bathroom fixtures are thoroughly cleaned No Other bathroom fixtures were thoroughly cleaned and dried. However, the prominent dried water spots on the bathtub faucet upon arrival remained, and one of the faucets had removable soap limescale.
Cleanliness & Condition Service Bathroom appointments such as mirrors, shelves, etc. are thoroughly cleaned Yes The bathroom appointments were spotless after service.
Technical Execution, Skill & Knowledge Service All used bathroom linens and robes are removed and neatly replaced unless the guest opts into an environmental preference program Yes The used bath towel and face towels were removed and neatly replaced.
Cleanliness & Condition Service All fresh bathroom linens are clean and in excellent condition Yes The fresh linens were clean and free of wear.
Guest Comfort & Convenience Service Toiletries and cosmetics are neatly arranged Yes Personal toiletries were neatly arranged. As a note, the toothpaste was placed vertically on the shelf with the label facing down and did not appear as neatly organized as the other toiletries.
Sense of Luxury Service High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves Yes The tube of toothpaste was appropriately placed on a narrow shelf above the vanity without an underliner, and other toiletries were placed on a high quality underliner.
Guest Comfort & Convenience Service Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) neatly coiled and appliances are tidily arranged in a convenient location Yes The hairdryer was unplugged and set on the stand, with the cord neatly coiled. In addition, the wireless speaker was returned to the nightstand and plugged in for charging.
Guest Comfort & Convenience Service End sheets of toilet tissue are neatly pointed or similarly cared for Yes The toilet tissue was cared for during service.
Guest Comfort & Convenience Service Bathroom amenities are sufficiently supplied to last until the next service. Any single-use amenity that is more than half Yes The guest had sufficient amenities to last until the next service. The removed bottle| Overall | 96.77% (30/31) | | Service <br> Facility | $\begin{aligned} & \text { 96.77\% }(30 / 31) \\ & \text { N/A } \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| Cleanliness & Condition | Service | The bathroom floor is thoroughly cleaned | Yes | The bathroom floor was well cleaned. |
| Cleanliness & Condition | Service | All bathroom fixtures are thoroughly cleaned | No | Other bathroom fixtures were thoroughly cleaned and dried. However, the prominent dried water spots on the bathtub faucet upon arrival remained, and one of the faucets had removable soap limescale. |
| Cleanliness & Condition | Service | Bathroom appointments such as mirrors, shelves, etc. are thoroughly cleaned | Yes | The bathroom appointments were spotless after service. |
| Technical Execution, Skill & Knowledge | Service | All used bathroom linens and robes are removed and neatly replaced unless the guest opts into an environmental preference program | Yes | The used bath towel and face towels were removed and neatly replaced. |
| Cleanliness & Condition | Service | All fresh bathroom linens are clean and in excellent condition | Yes | The fresh linens were clean and free of wear. |
| Guest Comfort & Convenience | Service | Toiletries and cosmetics are neatly arranged | Yes | Personal toiletries were neatly arranged. As a note, the toothpaste was placed vertically on the shelf with the label facing down and did not appear as neatly organized as the other toiletries. |
| Sense of Luxury | Service | High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves | Yes | The tube of toothpaste was appropriately placed on a narrow shelf above the vanity without an underliner, and other toiletries were placed on a high quality underliner. |
| Guest Comfort & Convenience | Service | Small appliances provided by the hotel have their cords (i.e. hairdryer, iron, etc.) neatly coiled and appliances are tidily arranged in a convenient location | Yes | The hairdryer was unplugged and set on the stand, with the cord neatly coiled. In addition, the wireless speaker was returned to the nightstand and plugged in for charging. |
| Guest Comfort & Convenience | Service | End sheets of toilet tissue are neatly pointed or similarly cared for | Yes | The toilet tissue was cared for during service. |
| Guest Comfort & Convenience | Service | Bathroom amenities are sufficiently supplied to last until the next service. Any single-use amenity that is more than half | Yes | The guest had sufficient amenities to last until the next service. The removed bottle |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
depleted has a fresh product added 消耗完的产品已添加新鲜产品
of lotion was restocked, as well as the used cotton products. 乳液已补货，以及已使用的棉制品。
Cleanliness & Condition 清洁与状况
Service 服务
Debris is thoroughly removed from all areas of the bedroom floor 所有卧室地板上的杂物已彻底清除。
Yes 是的
All debris was removed from the bedroom floor during service. 在服务期间，卧室地板上的所有杂物已被清除。
Cleanliness & Condition 清洁与状况
Service 服务
Any significant dust, debris or spillage on furniture surfaces is thoroughly cleaned 家具表面上的任何显著尘土、杂物或溢出物都要彻底清洁。
Yes 是的
All surfaces were thoroughly cleaned. 所有表面都经过彻底清洁。
Cleanliness & Condition 清洁与状况
Service 服务
Following daily service, all bed linens are completely clean and in exceptional condition unless the guest opts into an environmental preference program 在日常服务后，所有床单都是完全清洁且处于极佳状态，除非客人选择参与环保偏好计划。
Yes 是的
Following service, the linens were pristine and in excellent condition. 随着服务的进行，床单保持干净，状态极佳。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
The bed is tightly and attractively remade with decorative elements replaced 床铺被紧致而吸引人地整理好，装饰元素也被更换。
Yes 是的
The bed was neatly remade to look as it did on arrival. 床铺被整齐地重新整理，看起来和到达时一样。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
If the guest opts into an environmental preference program, their requests are honored 如果客人选择参与环境偏好计划，他们的请求将得到满足
N/A
Cleanliness & Condition 清洁与状况
Service 服务
Wastebaskets and ashtrays throughout the bedroom and bathroom are emptied/cleaned 卧室和浴室中的垃圾桶和烟灰缸被清空/清洁
Yes 是的
The wastebaskets were emptied and cleaned. 垃圾桶已被清空和清洁。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Soiled in-room dining serviceware, trays or trolleys are removed from the room and not left in the corridor 房间内的餐饮服务器具、托盘或手推车会被移走，而不会放在走廊里
N/A
Cleanliness & Condition 清洁与状况
Service 服务
If used, glassware, silver or china in the room is thoroughly cleaned 如果使用过，房间内的玻璃器皿、银器或瓷器会被彻底清洁
Yes 是的
The water glass and coffee cup were thoroughly cleaned or replaced. 水杯和咖啡杯经过彻底清洗或更换。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
If provided complimentary, food and beverage amenities are freshened and/or replaced as necessary 如果提供的是免费的食品和饮料，便会在必要时进行更新和/或更换
Yes 是的
The consumed water bottles and coffee capsules were replenished, and the welcome fruit bowl and sweets were freshened. 消耗的水瓶和咖啡胶囊已被补充，欢迎水果碗和糖果也进行了更新。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
If applicable, items consumed from the minibar are replaced at some point during the day 如果适用， minibar 中消费的物品会在一天中的某个时间被更换。
Yes 是的
The item removed from the minibar was replaced. 从迷你吧移除的物品已被替换。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
If ice had been provided in the ice bucket, ice bucket is drained and cleaned, or completely refreshed 如果冰块已经放入冰桶中，冰桶将被排空和清洁，或者彻底重新填充。
N/A
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Clothing left around the room is neatly folded or draped and left within immediate guest view 房间内散落的衣物整齐地叠好或披挂，并放在客人视野内。
Yes 是的
Clothes were neatly handled. As a note, the vest left on the sofa was hung in the closet, though it was in an obvious location that the guest did not have to search for it. 衣物整理得很整齐。顺便提一下，留在沙发上的背心被挂在了衣橱里，尽管它放在显眼的位置，客人并不需要寻找它。
Guest Comfort & Convenience 客户舒适与便利
Service 服务
Shoes left out in the room are paired and neatly placed near 房间里放着的鞋子已成对并整齐地放在附近。
Yes 是的
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
depleted has a fresh product added of lotion was restocked, as well as the used cotton products.
Cleanliness & Condition Service Debris is thoroughly removed from all areas of the bedroom floor Yes All debris was removed from the bedroom floor during service.
Cleanliness & Condition Service Any significant dust, debris or spillage on furniture surfaces is thoroughly cleaned Yes All surfaces were thoroughly cleaned.
Cleanliness & Condition Service Following daily service, all bed linens are completely clean and in exceptional condition unless the guest opts into an environmental preference program Yes Following service, the linens were pristine and in excellent condition.
Technical Execution, Skill & Knowledge Service The bed is tightly and attractively remade with decorative elements replaced Yes The bed was neatly remade to look as it did on arrival.
Technical Execution, Skill & Knowledge Service If the guest opts into an environmental preference program, their requests are honored N/A
Cleanliness & Condition Service Wastebaskets and ashtrays throughout the bedroom and bathroom are emptied/cleaned Yes The wastebaskets were emptied and cleaned.
Technical Execution, Skill & Knowledge Service Soiled in-room dining serviceware, trays or trolleys are removed from the room and not left in the corridor N/A
Cleanliness & Condition Service If used, glassware, silver or china in the room is thoroughly cleaned Yes The water glass and coffee cup were thoroughly cleaned or replaced.
Guest Comfort & Convenience Service If provided complimentary, food and beverage amenities are freshened and/or replaced as necessary Yes The consumed water bottles and coffee capsules were replenished, and the welcome fruit bowl and sweets were freshened.
Guest Comfort & Convenience Service If applicable, items consumed from the minibar are replaced at some point during the day Yes The item removed from the minibar was replaced.
Guest Comfort & Convenience Service If ice had been provided in the ice bucket, ice bucket is drained and cleaned, or completely refreshed N/A
Guest Comfort & Convenience Service Clothing left around the room is neatly folded or draped and left within immediate guest view Yes Clothes were neatly handled. As a note, the vest left on the sofa was hung in the closet, though it was in an obvious location that the guest did not have to search for it.
Guest Comfort & Convenience Service Shoes left out in the room are paired and neatly placed near Yes | CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | depleted has a fresh product added | | of lotion was restocked, as well as the used cotton products. |
| Cleanliness & Condition | Service | Debris is thoroughly removed from all areas of the bedroom floor | Yes | All debris was removed from the bedroom floor during service. |
| Cleanliness & Condition | Service | Any significant dust, debris or spillage on furniture surfaces is thoroughly cleaned | Yes | All surfaces were thoroughly cleaned. |
| Cleanliness & Condition | Service | Following daily service, all bed linens are completely clean and in exceptional condition unless the guest opts into an environmental preference program | Yes | Following service, the linens were pristine and in excellent condition. |
| Technical Execution, Skill & Knowledge | Service | The bed is tightly and attractively remade with decorative elements replaced | Yes | The bed was neatly remade to look as it did on arrival. |
| Technical Execution, Skill & Knowledge | Service | If the guest opts into an environmental preference program, their requests are honored | N/A | |
| Cleanliness & Condition | Service | Wastebaskets and ashtrays throughout the bedroom and bathroom are emptied/cleaned | Yes | The wastebaskets were emptied and cleaned. |
| Technical Execution, Skill & Knowledge | Service | Soiled in-room dining serviceware, trays or trolleys are removed from the room and not left in the corridor | N/A | |
| Cleanliness & Condition | Service | If used, glassware, silver or china in the room is thoroughly cleaned | Yes | The water glass and coffee cup were thoroughly cleaned or replaced. |
| Guest Comfort & Convenience | Service | If provided complimentary, food and beverage amenities are freshened and/or replaced as necessary | Yes | The consumed water bottles and coffee capsules were replenished, and the welcome fruit bowl and sweets were freshened. |
| Guest Comfort & Convenience | Service | If applicable, items consumed from the minibar are replaced at some point during the day | Yes | The item removed from the minibar was replaced. |
| Guest Comfort & Convenience | Service | If ice had been provided in the ice bucket, ice bucket is drained and cleaned, or completely refreshed | N/A | |
| Guest Comfort & Convenience | Service | Clothing left around the room is neatly folded or draped and left within immediate guest view | Yes | Clothes were neatly handled. As a note, the vest left on the sofa was hung in the closet, though it was in an obvious location that the guest did not have to search for it. |
| Guest Comfort & Convenience | Service | Shoes left out in the room are paired and neatly placed near | Yes | |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估员观察
where the guest had left them, out of high traffic areas 客人把它们放在高流量区域之外
Shoes were neatly paired close to where they were left and placed out of high traffic areas. 鞋子整齐地成对放在它们被留下的地方，并放在高流量区域之外。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Personal guest belongings, other than clothing or toiletries, are not substantially disturbed and no guest belongings are missing 除了衣物或洗漱用品外，个人客人财物没有被大幅干扰，也没有遗失的客人财物
Yes 是的
Personal items were not missing or significantly disturbed. 个人物品没有丢失或显著被打扰。
Sense of Luxury 豪华感
Service 服务
Personal guest belongings, other than clothing or toiletries, are handled in a noteworthy manner 除了衣物和洗漱用品外，个人客人财物会以引人注目的方式处理
Yes 是的
The guest's charging cable was neatly fastened with a black cable tie, and the items on the writing desk were straightened. 客人的充电线用黑色扎带整齐地绑好了，书桌上的物品也被整理了一下。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Magazines and newspapers are neatly compiled and arranged 杂志和报纸整齐地编排和排列
Yes 是的
Reading material was neatly arranged, and staff thoughtfully placed a bookmark for the magazine. 阅读材料被整齐地摆放，工作人员还周到地为杂志放置了一根书签。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Hotel collateral such as service directories, in-room dining menus, corporate directories, etc. are neatly arranged 酒店宣传资料如服务指南、客房餐饮菜单、公司目录等整齐排列
Yes 是
The hotel collateral, such as the minibar menu, the environmental card, and pillow menu, was neatly arranged after the service. 酒店的附属物品，如迷你吧菜单、环保卡和枕头菜单，在服务后整齐地摆放好。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
TVs are turned off or set to a dedicated welcome channel, furniture throughout the room is neatly straightened and closet and cupboard doors are closed 电视已关闭或设置为专用欢迎频道，房间内的家具整齐摆放，橱柜和柜子的门已关闭
Yes 是的
The television was turned off after the service, and the furniture in the room was straightened. The left-open yoga mat in the room was tidied. In addition, the glass doors in the bathroom were closed. 服务结束后，电视被关掉了，房间里的家具也被整理了。房间里放着的瑜伽垫被收拾好了。此外，浴室的玻璃门也关上了。
Guest Comfort & Convenience 客户舒适与便利
Service 服务
All window treatments are opened, if appropriate, have a symmetrical appearance and are uniform day-to-day 所有窗帘如果合适，都要打开，外观对称且日常保持一致
Yes 是的
The window treatments were in symmetrical and uniform appearance as of arrival, and that the sheers were drawn to protect the room from the afternoon heat. 窗帘在到达时外观对称且一致，薄纱被拉上以保护房间免受下午的热量影响。
Guest Comfort & Convenience 客户舒适与便利
Service 服务
Depleted complimentary room amenities are replenished, such as notepads, pens and laundry kits 耗尽的免费房间设施会进行补充，如便笺本、钢笔和洗衣工具包
Yes 是
The depleted paper shopping bag, laundry list, and laundry bag were restocked. 已补充的纸购物袋、洗衣清单和洗衣袋。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Burned out light bulbs or other malfunctioning equipment is replaced/repaired 更换/修理烧坏的灯泡或其他故障设备
N/A 不适用
Wellness 健康
Service 服务
The room has an extremely fresh, comfortable atmosphere when the guest returns 当客人回来时，这个房间有一种非常清新舒适的气氛
Yes 是的
The temperature was comfortable, and the air was fresh after service. 服务后温度适中，空气清新。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Daily service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed 每日服务及时、便利且隐秘地提供，以便让客人感到不被打扰。
Yes 是
The room was conveniently serviced when the guest was away from their room. 当客人离开他们的房间时，房间得到了方便的清洁服务。
Courtesy & Manners 礼貌与风度
Service 服务
If a room attendant, minibar attendant or technician is encountered, they are very polite and professional. Their appearance is consistent with the property 如果遇到房间服务员、迷你吧服务员或技师，他们都非常礼貌和专业。他们的外观与酒店相符。
N/A 不适用
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
where the guest had left them, out of high traffic areas Shoes were neatly paired close to where they were left and placed out of high traffic areas.
Guest Comfort & Convenience Service Personal guest belongings, other than clothing or toiletries, are not substantially disturbed and no guest belongings are missing Yes Personal items were not missing or significantly disturbed.
Sense of Luxury Service Personal guest belongings, other than clothing or toiletries, are handled in a noteworthy manner Yes The guest's charging cable was neatly fastened with a black cable tie, and the items on the writing desk were straightened.
Technical Execution, Skill & Knowledge Service Magazines and newspapers are neatly compiled and arranged Yes Reading material was neatly arranged, and staff thoughtfully placed a bookmark for the magazine.
Guest Comfort & Convenience Service Hotel collateral such as service directories, in-room dining menus, corporate directories, etc. are neatly arranged Yes The hotel collateral, such as the minibar menu, the environmental card, and pillow menu, was neatly arranged after the service.
Guest Comfort & Convenience Service TVs are turned off or set to a dedicated welcome channel, furniture throughout the room is neatly straightened and closet and cupboard doors are closed Yes The television was turned off after the service, and the furniture in the room was straightened. The left-open yoga mat in the room was tidied. In addition, the glass doors in the bathroom were closed.
Guest Comfort & Convenience Service All window treatments are opened, if appropriate, have a symmetrical appearance and are uniform day-to-day Yes The window treatments were in symmetrical and uniform appearance as of arrival, and that the sheers were drawn to protect the room from the afternoon heat.
Guest Comfort & Convenience Service Depleted complimentary room amenities are replenished, such as notepads, pens and laundry kits Yes The depleted paper shopping bag, laundry list, and laundry bag were restocked.
Guest Comfort & Convenience Service Burned out light bulbs or other malfunctioning equipment is replaced/repaired N/A
Wellness Service The room has an extremely fresh, comfortable atmosphere when the guest returns Yes The temperature was comfortable, and the air was fresh after service.
Guest Comfort & Convenience Service Daily service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed Yes The room was conveniently serviced when the guest was away from their room.
Courtesy & Manners Service If a room attendant, minibar attendant or technician is encountered, they are very polite and professional. Their appearance is consistent with the property N/A | CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | where the guest had left them, out of high traffic areas | | Shoes were neatly paired close to where they were left and placed out of high traffic areas. |
| Guest Comfort & Convenience | Service | Personal guest belongings, other than clothing or toiletries, are not substantially disturbed and no guest belongings are missing | Yes | Personal items were not missing or significantly disturbed. |
| Sense of Luxury | Service | Personal guest belongings, other than clothing or toiletries, are handled in a noteworthy manner | Yes | The guest's charging cable was neatly fastened with a black cable tie, and the items on the writing desk were straightened. |
| Technical Execution, Skill & Knowledge | Service | Magazines and newspapers are neatly compiled and arranged | Yes | Reading material was neatly arranged, and staff thoughtfully placed a bookmark for the magazine. |
| Guest Comfort & Convenience | Service | Hotel collateral such as service directories, in-room dining menus, corporate directories, etc. are neatly arranged | Yes | The hotel collateral, such as the minibar menu, the environmental card, and pillow menu, was neatly arranged after the service. |
| Guest Comfort & Convenience | Service | TVs are turned off or set to a dedicated welcome channel, furniture throughout the room is neatly straightened and closet and cupboard doors are closed | Yes | The television was turned off after the service, and the furniture in the room was straightened. The left-open yoga mat in the room was tidied. In addition, the glass doors in the bathroom were closed. |
| Guest Comfort & Convenience | Service | All window treatments are opened, if appropriate, have a symmetrical appearance and are uniform day-to-day | Yes | The window treatments were in symmetrical and uniform appearance as of arrival, and that the sheers were drawn to protect the room from the afternoon heat. |
| Guest Comfort & Convenience | Service | Depleted complimentary room amenities are replenished, such as notepads, pens and laundry kits | Yes | The depleted paper shopping bag, laundry list, and laundry bag were restocked. |
| Guest Comfort & Convenience | Service | Burned out light bulbs or other malfunctioning equipment is replaced/repaired | N/A | |
| Wellness | Service | The room has an extremely fresh, comfortable atmosphere when the guest returns | Yes | The temperature was comfortable, and the air was fresh after service. |
| Guest Comfort & Convenience | Service | Daily service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed | Yes | The room was conveniently serviced when the guest was away from their room. |
| Courtesy & Manners | Service | If a room attendant, minibar attendant or technician is encountered, they are very polite and professional. Their appearance is consistent with the property | N/A | |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
style and demonstrates a strong sense of personal care and hygiene 风格并展示出强烈的个人护理和卫生意识
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Security precautions are taken when staff is servicing rooms 在工作人员服务房间时采取安全预防措施
Yes 是
When servicing rooms, housekeeping staff blocked the guest room door with the cart. 在清理房间时，客房服务人员用推车挡住了客房门。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Guest room corridors are kept neat and organized during daily service 在日常服务期间，客房走廊保持整洁有序。
Yes 是
The guest room corridors were tidy and free of any unsightly conditions during daily service hours. 在日常服务时间，客房走廊干净整洁，没有任何不雅的情况。
Sustainability 可持续性
Property offers environmental options for housekeeping services 物业提供环境清洁服务的选项
Partial Compliance 部分合规
The hotel offered an environmental housekeeping program for the bed linens; however, the program did not include bathroom linens. The policy stated that all bed linens would be replaced after the second night, or guests could place the card on the bed to have them changed daily. 酒店提供了一项环保清洁计划，适用于床上用品；然而，该计划不包括浴室纺织品。政策规定所有床上用品将在第二晚后更换，或者客人可以将卡片放在床上以每日更换。
Sustainability 可持续性
Environmental program is completed as expected 环保项目按预期完成
Full Compliance 完全合规
The default environmental program for the bed linens was executed accordingly. 床单的默认环境程序已按要求执行。
Sustainability 可持续性
Efforts are made to reduce energy consumption by turning off unnecessary lights or appliances 通过关闭不必要的灯或电器，努力减少能源消耗
Partial Compliance 部分合规
Though the television in the room was turned off, all lights in the room remained on after the service. 虽然房间里的电视已经关闭，但服务后房间里的所有灯仍然亮着。
Sustainability 可持续性
Amenities are not replaced until necessary 设施只有在必要时才会更换
Partial Compliance 部分合规
The depleted body lotion was replaced with two new bottles. The used dental kit was not removed and was supplemented with two additional kits. The more than half-used vanity kit was not removed, and a backup kit was placed. 用完的身体乳被替换为两瓶新乳液。使用过的牙齿清洁套件没有被移除，而是增加了两个额外的套件。超过一半用完的化妆品套件没有被移除，并且放置了一个备用套件。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
style and demonstrates a strong sense of personal care and hygiene
Technical Execution, Skill & Knowledge Service Security precautions are taken when staff is servicing rooms Yes When servicing rooms, housekeeping staff blocked the guest room door with the cart.
Technical Execution, Skill & Knowledge Service Guest room corridors are kept neat and organized during daily service Yes The guest room corridors were tidy and free of any unsightly conditions during daily service hours.
Sustainability Property offers environmental options for housekeeping services Partial Compliance The hotel offered an environmental housekeeping program for the bed linens; however, the program did not include bathroom linens. The policy stated that all bed linens would be replaced after the second night, or guests could place the card on the bed to have them changed daily.
Sustainability Environmental program is completed as expected Full Compliance The default environmental program for the bed linens was executed accordingly.
Sustainability Efforts are made to reduce energy consumption by turning off unnecessary lights or appliances Partial Compliance Though the television in the room was turned off, all lights in the room remained on after the service.
Sustainability Amenities are not replaced until necessary Partial Compliance The depleted body lotion was replaced with two new bottles. The used dental kit was not removed and was supplemented with two additional kits. The more than half-used vanity kit was not removed, and a backup kit was placed.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | style and demonstrates a strong sense of personal care and hygiene | | |
| Technical Execution, Skill & Knowledge | Service | Security precautions are taken when staff is servicing rooms | Yes | When servicing rooms, housekeeping staff blocked the guest room door with the cart. |
| Technical Execution, Skill & Knowledge | Service | Guest room corridors are kept neat and organized during daily service | Yes | The guest room corridors were tidy and free of any unsightly conditions during daily service hours. |
| | Sustainability | Property offers environmental options for housekeeping services | Partial Compliance | The hotel offered an environmental housekeeping program for the bed linens; however, the program did not include bathroom linens. The policy stated that all bed linens would be replaced after the second night, or guests could place the card on the bed to have them changed daily. |
| | Sustainability | Environmental program is completed as expected | Full Compliance | The default environmental program for the bed linens was executed accordingly. |
| | Sustainability | Efforts are made to reduce energy consumption by turning off unnecessary lights or appliances | Partial Compliance | Though the television in the room was turned off, all lights in the room remained on after the service. |
| | Sustainability | Amenities are not replaced until necessary | Partial Compliance | The depleted body lotion was replaced with two new bottles. The used dental kit was not removed and was supplemented with two additional kits. The more than half-used vanity kit was not removed, and a backup kit was placed. |
Evening service is provided automatically 晚间服务自动提供
Yes 是的
Evening service was automatically provided. 晚上的服务会自动提供。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Evening service is provided automatically or the guest is prominently invited to call to request service 晚上的服务自动提供，或客人被明确邀请致电以请求服务。
Yes 是的
The hotel offered evening service on an automatic basis. 酒店提供自动的晚间服务。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Evening service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed 傍晚服务以及时、便捷和低调的方式提供，让客人不会感到打扰
Yes 是的
Evening service was provided during the guest's evening outing, which was convenient. 在客人的晚间外出期间提供了晚间服务，这非常方便。
Wellness 健康
Service 服务
During evening service, an effort is made to set an appropriate atmosphere 在晚间服务期间，努力营造一个合适的氛围。
Yes 是的
The room was prepared for the evening. For example, the lights in the room were dimmed, the blackout curtains were drawn, and the television was set to the welcome page. The bedside reading light was turned on, and a pair of slippers were set on a linen mat by the same side of the bed. A bottle of water, a glass and a lavender linen mist were provided. In addition, the valet tray with a laundry bag and list was set on the bed bench. 房间已经为晚上的活动做好了准备。例如，房间里的灯光调暗了，遮光窗帘拉上了，电视设定在欢迎页面。床边的阅读灯打开了，一双拖鞋放在床同侧的亚麻垫上。提供了一瓶水、一只玻璃杯和一瓶薰衣草亚麻喷雾。此外，带有洗衣袋和清单的服务员托盘放在床凳上。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
During evening service, bedding is neatly prepared. If decorative items are removed, they are discreetly stored 在晚间服务中，床上用品整齐地准备好。如果装饰品被移除，它们会被谨慎地储存起来。
Yes 是的
The bed was neatly made during the evening service, as the pillows laid flat, ready for sleep, and the sheets were smoothed and folder over. Decorative pillows were removed and discreetly stored. 晚间服务时床铺被整齐地整理好，枕头平放，准备入睡，床单被抚平并折叠好。装饰性枕头被移除并谨慎地储存起来。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
During evening service, clothing left around the room is neatly folded or draped and left within immediate guest view 在晚间服务期间，放置在房间里的衣物会被整齐折叠或披放，并放在客人可以立即看到的地方
Yes 是
Clothes were neatly handled. 衣物被整齐地处理了。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
During evening service, shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas 在晚间服务期间，房间里留下的鞋子会被配对并整齐地放置在客人离开它们的地方，避免高流量区域
N/A 不适用
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
The bedroom is tidied, with significant debris removed from floors and furnishings; wastebaskets are emptied and reading materials are straightened 卧室已整理，地板和家具上的杂物已显著清除；垃圾桶已清空，阅读材料已整理整齐
Yes 是
The room was tidied and hotel collateral was straightened. The wastebaskets were emptied. 房间整理好了，酒店的物品也被整理整齐了。垃圾桶被清空了。
Overall 92.31% (12/13) "Service
Facility" "92.31%(12//13)
N/A "
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Sense of Luxury Service Evening service is provided automatically Yes Evening service was automatically provided.
Guest Comfort & Convenience Service Evening service is provided automatically or the guest is prominently invited to call to request service Yes The hotel offered evening service on an automatic basis.
Guest Comfort & Convenience Service Evening service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed Yes Evening service was provided during the guest's evening outing, which was convenient.
Wellness Service During evening service, an effort is made to set an appropriate atmosphere Yes The room was prepared for the evening. For example, the lights in the room were dimmed, the blackout curtains were drawn, and the television was set to the welcome page. The bedside reading light was turned on, and a pair of slippers were set on a linen mat by the same side of the bed. A bottle of water, a glass and a lavender linen mist were provided. In addition, the valet tray with a laundry bag and list was set on the bed bench.
Technical Execution, Skill & Knowledge Service During evening service, bedding is neatly prepared. If decorative items are removed, they are discreetly stored Yes The bed was neatly made during the evening service, as the pillows laid flat, ready for sleep, and the sheets were smoothed and folder over. Decorative pillows were removed and discreetly stored.
Guest Comfort & Convenience Service During evening service, clothing left around the room is neatly folded or draped and left within immediate guest view Yes Clothes were neatly handled.
Guest Comfort & Convenience Service During evening service, shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas N/A
Technical Execution, Skill & Knowledge Service The bedroom is tidied, with significant debris removed from floors and furnishings; wastebaskets are emptied and reading materials are straightened Yes The room was tidied and hotel collateral was straightened. The wastebaskets were emptied.| Overall | 92.31% (12/13) | | Service <br> Facility | $\begin{aligned} & 92.31 \% ~(12 / 13) \\ & \text { N/A } \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| Sense of Luxury | Service | Evening service is provided automatically | Yes | Evening service was automatically provided. |
| Guest Comfort & Convenience | Service | Evening service is provided automatically or the guest is prominently invited to call to request service | Yes | The hotel offered evening service on an automatic basis. |
| Guest Comfort & Convenience | Service | Evening service is provided in a timely, convenient and discreet manner so that the guest does not feel disturbed | Yes | Evening service was provided during the guest's evening outing, which was convenient. |
| Wellness | Service | During evening service, an effort is made to set an appropriate atmosphere | Yes | The room was prepared for the evening. For example, the lights in the room were dimmed, the blackout curtains were drawn, and the television was set to the welcome page. The bedside reading light was turned on, and a pair of slippers were set on a linen mat by the same side of the bed. A bottle of water, a glass and a lavender linen mist were provided. In addition, the valet tray with a laundry bag and list was set on the bed bench. |
| Technical Execution, Skill & Knowledge | Service | During evening service, bedding is neatly prepared. If decorative items are removed, they are discreetly stored | Yes | The bed was neatly made during the evening service, as the pillows laid flat, ready for sleep, and the sheets were smoothed and folder over. Decorative pillows were removed and discreetly stored. |
| Guest Comfort & Convenience | Service | During evening service, clothing left around the room is neatly folded or draped and left within immediate guest view | Yes | Clothes were neatly handled. |
| Guest Comfort & Convenience | Service | During evening service, shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas | N/A | |
| Technical Execution, Skill & Knowledge | Service | The bedroom is tidied, with significant debris removed from floors and furnishings; wastebaskets are emptied and reading materials are straightened | Yes | The room was tidied and hotel collateral was straightened. The wastebaskets were emptied. |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Cleanliness & Condition 清洁与状况
Service 服务
During evening service, the bathroom counter, sink, shower and tub are cleaned 在晚间服务期间，浴室的台面、水槽、淋浴和浴缸会进行清洁
No 不
The bathroom was not thoroughly cleaned. For example, removable and noticeable dried water spots were on faucets and fixtures. 浴室没有彻底清洁。例如，水龙头和配件上有明显的可拆卸的干水渍。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Bedroom and bathroom amenities are sufficiently supplied to last until the next service 卧室和浴室的用品供应充足，可以持续到下次服务
Yes 是的
The used cotton swabs were restocked during service. 使用过的棉签在服务期间已补充。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
During evening service, toiletries and cosmetics are neatly arranged 在晚间服务期间，洗漱用品和化妆品整齐排列
Yes 是
Personal toiletries were neatly arranged. 个人洗漱用品整齐地摆放着。
Sense of Luxury 奢华的感觉
Service 服务
High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves 高质量的底衬适用于梳妆台或柜台表面的洗漱用品，但不适用于窄架子上的物品
Yes 是的
The guest's toiletries were placed on a high quality underliner. 客人的洗漱用品被放在高品质的衬垫上。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
During evening service, used bathroom linens are removed and neatly replaced, unless the guest chooses to participate in an environmental preference program 在晚间服务期间，使用过的卫生间布料会被清除并整齐更换，除非客人选择参与环保偏好项目。
Yes 是
Used bathroom linens were automatically replaced. The fresh items were neatly arranged. 使用过的浴室毛巾会自动更换。新的物品整齐地摆放着。
Cleanliness & Condition 清洁与状况
Service 服务
All fresh bathroom linens are clean and in excellent condition 所有新的浴室床单都是干净的，状况极好
Yes 是的
The fresh linens were spotless and free of wear. 新的床单一尘不染，没有磨损。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
If the guest opts into an environmental preference program, their requests are honored 如果客人选择参加环保偏好计划，他们的请求将得到满足
N/A 不适用
Courtesy & Manners 礼仪与举止
Service 服务
If a housekeeping evening service attendant is encountered, they are very polite and professional. Their appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene 如果遇到保洁晚间服务员，他们非常礼貌和专业。他们的外观与物业风格一致，展现了强烈的个人护理和卫生意识。
N/A 不适用
Sustainability 可持续性
Amenities are not replaced until necessary 设施不会在必要之前进行更换。
Full Compliance 完全合规
Amenities were not replaced until necessary. For example, the used bar of hand soap remained in the room, and a new bar of soap was not provided. In addition, an extra vanity kit was provided because of the fully depleted cotton swabs. 设施在必要时才被更换。例如，使用过的手肥皂还留在房间里，没有提供新的肥皂。此外，由于棉签完全用完，还提供了额外的美容包。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Cleanliness & Condition Service During evening service, the bathroom counter, sink, shower and tub are cleaned No The bathroom was not thoroughly cleaned. For example, removable and noticeable dried water spots were on faucets and fixtures.
Guest Comfort & Convenience Service Bedroom and bathroom amenities are sufficiently supplied to last until the next service Yes The used cotton swabs were restocked during service.
Guest Comfort & Convenience Service During evening service, toiletries and cosmetics are neatly arranged Yes Personal toiletries were neatly arranged.
Sense of Luxury Service High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves Yes The guest's toiletries were placed on a high quality underliner.
Technical Execution, Skill & Knowledge Service During evening service, used bathroom linens are removed and neatly replaced, unless the guest chooses to participate in an environmental preference program Yes Used bathroom linens were automatically replaced. The fresh items were neatly arranged.
Cleanliness & Condition Service All fresh bathroom linens are clean and in excellent condition Yes The fresh linens were spotless and free of wear.
Technical Execution, Skill & Knowledge Service If the guest opts into an environmental preference program, their requests are honored N/A
Courtesy & Manners Service If a housekeeping evening service attendant is encountered, they are very polite and professional. Their appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene N/A
Sustainability Amenities are not replaced until necessary Full Compliance Amenities were not replaced until necessary. For example, the used bar of hand soap remained in the room, and a new bar of soap was not provided. In addition, an extra vanity kit was provided because of the fully depleted cotton swabs.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Cleanliness & Condition | Service | During evening service, the bathroom counter, sink, shower and tub are cleaned | No | The bathroom was not thoroughly cleaned. For example, removable and noticeable dried water spots were on faucets and fixtures. |
| Guest Comfort & Convenience | Service | Bedroom and bathroom amenities are sufficiently supplied to last until the next service | Yes | The used cotton swabs were restocked during service. |
| Guest Comfort & Convenience | Service | During evening service, toiletries and cosmetics are neatly arranged | Yes | Personal toiletries were neatly arranged. |
| Sense of Luxury | Service | High quality underliners are used for toiletries on vanity or counter surfaces, but not under items on narrow shelves | Yes | The guest's toiletries were placed on a high quality underliner. |
| Technical Execution, Skill & Knowledge | Service | During evening service, used bathroom linens are removed and neatly replaced, unless the guest chooses to participate in an environmental preference program | Yes | Used bathroom linens were automatically replaced. The fresh items were neatly arranged. |
| Cleanliness & Condition | Service | All fresh bathroom linens are clean and in excellent condition | Yes | The fresh linens were spotless and free of wear. |
| Technical Execution, Skill & Knowledge | Service | If the guest opts into an environmental preference program, their requests are honored | N/A | |
| Courtesy & Manners | Service | If a housekeeping evening service attendant is encountered, they are very polite and professional. Their appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene | N/A | |
| | Sustainability | Amenities are not replaced until necessary | Full Compliance | Amenities were not replaced until necessary. For example, the used bar of hand soap remained in the room, and a new bar of soap was not provided. In addition, an extra vanity kit was provided because of the fully depleted cotton swabs. |
Upon arrival, the room has an extremely fresh, comfortable atmosphere 到达时，房间有一种极其清新、舒适的氛围
Yes 是
Upon entering the guest room, the air was fresh, and the temperature was comfortable. 进入客房时，空气清新，温度舒适。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
A specific welcome gift or amenity is provided on the day of arrival 在到达当天提供特定的欢迎礼物或设施
Yes 是
Welcome amenities included a fruit plate, pastries, a stuffed lion featuring the property's graphic elements, and a greeting card from the hotel management. 欢迎设施包括水果盘、糕点、一个带有酒店图形元素的毛绒狮子，以及酒店管理层的问候卡片。
Sense of Luxury 奢华感
Service 服务
If provided, the welcome amenity is of extremely high quality and distinctive in presentation 如果提供，欢迎设施的质量极高，表现出独特的呈现方式。
Yes 是
The luxurious pastries, including an artisanal macaron, a tart, and a profiterole, were presented on a white granular bed in a sleek ceramic stand. Meanwhile, a larger white ceramic platter held a selection of whole fruits, including grapes, apples, and oranges, adorned with green leaf and petal decorations. Additionally, a stuffed animal lion and branded greeting card were provided. 奢华的糕点，包括手工制作的马卡龙、挞和泡芙，被放置在一个光滑的陶瓷架子上的白色颗粒床上。同时，一个较大的白色陶瓷盘中盛放了一系列完整的水果，包括葡萄、苹果和橙子，并装饰有绿色的叶子和花瓣。此外，还提供了一只毛绒动物狮子和一张品牌贺卡。
Wellness 健康
Facility 设施
The guest room is well-soundproofed 客房隔音效果很好
No 不
During the stay, the guest heard occasional popping and banging noises from adjacent walls. Additionally, they noted conversation and door-closing sounds from other guests in the corridor. 在入住期间，客人听到了来自相邻墙壁的偶尔噼啪声和砰砰声。此外，他们还注意到了走廊其他客人的对话声和关门声。
Sense of Luxury 奢华感
Facility 设施
Hotel collateral and any printed products, such as stationery, reading material, notepad paper or pens, are elegant or distinctive in a way that is notable 酒店的宣传材料和任何印刷产品，如文具、阅读材料、便笺纸或笔，都是优雅或独特的，具有显著的特点。
Yes 是
The logoed letterhead and envelopes were elegantly presented in a gold leather compendium. Notepads and branded pens were neatly placed in matching holders. Meanwhile, the environmental policy card and the pillow menu were printed on high-quality paper featuring the brand logo. Highquality printed local magazines were available. Hotel information and a QR code for the in-room dining menu and ordering system were accessible on the television. 带有标志的信头和信封优雅地呈现在一个金色皮革文件夹中。记事本和品牌笔整齐地放置在匹配的支架中。同时，环保政策卡和枕头菜单印刷在印有品牌标志的高质量纸张上。提供高质量印刷的地方杂志。酒店信息和客房餐饮菜单及订购系统的二维码可在电视上访问。
Cleanliness & Condition 清洁与状况
Facility 设施
Hotel collateral and any printed products are in excellent condition 酒店宣传材料和所有印刷产品状况良好
Yes 是的
The hotel collateral and printed products were in excellent condition. 酒店宣传材料和印刷产品状况良好。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Hotel collateral is accurate and grammatically correct; if provided, magazines are current 酒店宣传材料准确且语法正确；如果提供，杂志是最新的
No 不
Information on the printed collateral was accurate, and the magazines provided were the current editions. The television infor- 关于印刷宣传品的信息是准确的，提供的杂志是最新的版本。电视信息-
Overall 79.49% (31/39) "Service
Facility" "87.50%(7//8)
77.42%(24//31)"
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Wellness Service Upon arrival, the room has an extremely fresh, comfortable atmosphere Yes Upon entering the guest room, the air was fresh, and the temperature was comfortable.
Guest Comfort & Convenience Service A specific welcome gift or amenity is provided on the day of arrival Yes Welcome amenities included a fruit plate, pastries, a stuffed lion featuring the property's graphic elements, and a greeting card from the hotel management.
Sense of Luxury Service If provided, the welcome amenity is of extremely high quality and distinctive in presentation Yes The luxurious pastries, including an artisanal macaron, a tart, and a profiterole, were presented on a white granular bed in a sleek ceramic stand. Meanwhile, a larger white ceramic platter held a selection of whole fruits, including grapes, apples, and oranges, adorned with green leaf and petal decorations. Additionally, a stuffed animal lion and branded greeting card were provided.
Wellness Facility The guest room is well-soundproofed No During the stay, the guest heard occasional popping and banging noises from adjacent walls. Additionally, they noted conversation and door-closing sounds from other guests in the corridor.
Sense of Luxury Facility Hotel collateral and any printed products, such as stationery, reading material, notepad paper or pens, are elegant or distinctive in a way that is notable Yes The logoed letterhead and envelopes were elegantly presented in a gold leather compendium. Notepads and branded pens were neatly placed in matching holders. Meanwhile, the environmental policy card and the pillow menu were printed on high-quality paper featuring the brand logo. Highquality printed local magazines were available. Hotel information and a QR code for the in-room dining menu and ordering system were accessible on the television.
Cleanliness & Condition Facility Hotel collateral and any printed products are in excellent condition Yes The hotel collateral and printed products were in excellent condition.
Guest Comfort & Convenience Service Hotel collateral is accurate and grammatically correct; if provided, magazines are current No Information on the printed collateral was accurate, and the magazines provided were the current editions. The television infor-| Overall | 79.49% (31/39) | | Service <br> Facility | $\begin{aligned} & 87.50 \%(7 / 8) \\ & 77.42 \%(24 / 31) \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| Wellness | Service | Upon arrival, the room has an extremely fresh, comfortable atmosphere | Yes | Upon entering the guest room, the air was fresh, and the temperature was comfortable. |
| Guest Comfort & Convenience | Service | A specific welcome gift or amenity is provided on the day of arrival | Yes | Welcome amenities included a fruit plate, pastries, a stuffed lion featuring the property's graphic elements, and a greeting card from the hotel management. |
| Sense of Luxury | Service | If provided, the welcome amenity is of extremely high quality and distinctive in presentation | Yes | The luxurious pastries, including an artisanal macaron, a tart, and a profiterole, were presented on a white granular bed in a sleek ceramic stand. Meanwhile, a larger white ceramic platter held a selection of whole fruits, including grapes, apples, and oranges, adorned with green leaf and petal decorations. Additionally, a stuffed animal lion and branded greeting card were provided. |
| Wellness | Facility | The guest room is well-soundproofed | No | During the stay, the guest heard occasional popping and banging noises from adjacent walls. Additionally, they noted conversation and door-closing sounds from other guests in the corridor. |
| Sense of Luxury | Facility | Hotel collateral and any printed products, such as stationery, reading material, notepad paper or pens, are elegant or distinctive in a way that is notable | Yes | The logoed letterhead and envelopes were elegantly presented in a gold leather compendium. Notepads and branded pens were neatly placed in matching holders. Meanwhile, the environmental policy card and the pillow menu were printed on high-quality paper featuring the brand logo. Highquality printed local magazines were available. Hotel information and a QR code for the in-room dining menu and ordering system were accessible on the television. |
| Cleanliness & Condition | Facility | Hotel collateral and any printed products are in excellent condition | Yes | The hotel collateral and printed products were in excellent condition. |
| Guest Comfort & Convenience | Service | Hotel collateral is accurate and grammatically correct; if provided, magazines are current | No | Information on the printed collateral was accurate, and the magazines provided were the current editions. The television infor- |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
mation said that Sky59 Rooftop Bar was open until 1 a.m. daily; however, it closed at midnight during weekdays and 1 a.m. only from Fridays to Sundays. The digital in-room dining menu contained typos, including "Suateed," under the green vegetables. mation 表示 Sky59 屋顶酒吧每天开放到凌晨 1 点；然而，周中只在午夜关闭，只有在周五至周日才开放到凌晨 1 点。数字客房餐饮菜单上有一些拼写错误，包括在绿色蔬菜下的“Suateed”。
Cleanliness & Condition 清洁与状况
Facility 设施
The bed is clean and in excellent condition 床很干净，状况极佳
Yes 是的
All elements of the bed were completely clean and well-maintained. As a note, the base of the bed frame had a minor dent. 床的所有部分都非常干净且保养良好。作为一个说明，床框的底部有轻微的凹痕。
Sense of Luxury 奢华感
Facility 设施
The bed linens are of high quality and made of natural materials 床上用品质量上乘，采用天然材料制成
Yes 是的
The bed linens made of 100 -percent cotton were high quality. 100%棉制的床上用品质量很高。
Wellness 健康
Facility 设施
The bed is exceptionally comfortable 这张床非常舒适
Yes 是的
The mattress and bedding combined for a comfortable night's sleep. 床垫和床上用品结合在一起，提供舒适的睡眠。
Wellness 健康
Facility 设施
The room promotes good sleep, including effective blackout functionality 该房间促进良好的睡眠，包括有效的遮光功能
No 否
Although the guest could easily control the room's environmental factors using the bedside panel, the blackout curtains in the bedroom were not fully effective, as morning sunlight entered the room through gaps on the sides. 尽管客人可以通过床边面板轻松控制房间的环境因素，但卧室的遮光窗帘效果不佳，早晨的阳光透过旁边的缝隙进入房间。
Guest Comfort & Convenience 客人舒适与便利
Facility 设施
The closets and shelves/drawers are generously spacious and very well lit 壁橱和架子/抽屉宽敞明亮
Yes 是的
The closet was spacious and well lit. There were also vacated drawers provided for folded clothes. 壁橱宽敞且光线明亮。还有空置的抽屉可供折叠衣物使用。
Guest Comfort & Convenience 客人舒适与便利
Facility 设施
There are at least 10 hangers in the closet, convenient for all types of garments 衣橱里至少有 10 个衣架，方便各种类型的衣物
Yes 是的
The closet offered 10 hangers, including a combination of those with clips, bars and fabric hangers for more delicate items. 衣橱提供了 10 个衣架，包括夹子、杆和用于更精致物品的布衣架的组合。
Wellness 健康
Facility 设施
Fresh flowers or live plants are provided by the hotel in the guest room 酒店在客房提供新鲜花卉或活植物
No 不
Fresh flowers or live plants were not provided in the room. 房间内没有提供鲜花或活植物。
Guest Comfort & Convenience 客人舒适与便利
Facility 设施
The bedroom offers a comfortable place to relax, such as when watching television or dining, separate from the bed and desk areas 卧室提供一个舒适的放松场所，比如看电视或用餐，远离床和书桌区域
Yes 是的
The bedroom offered a comfortable and spacious sofa area with side tables for relaxing. 卧室提供了一个舒适宽敞的沙发区域，以及让人放松的边桌。
Guest Comfort & Convenience 客户舒适与便利
Facility 设施
The lighting in the bedroom is comfortable for the guest to complete all necessary daily tasks. The room has ample natural light during the day 卧室的照明让客人能够舒适地完成所有必要的日常任务。房间在白天有充足的自然光。
Yes 是
The room was appropriately lit and allowed for plenty of natural light during the day. 房间的灯光适当，并且在白天有充足的自然光。
Cleanliness & Condition 清洁与状况
Facility 设施
The bedroom is exceptionally clean 卧室非常干净。
No 不
While other parts of the bedroom was spotless, the kettle had excessive water droplets. 虽然卧室的其他部分一尘不染，但水壶上有过多的水滴。
Cleanliness & Condition 清洁与状况
Facility 设施
The bedroom is extremely wellmaintained 卧室维护得非常好。
No 不
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
mation said that Sky59 Rooftop Bar was open until 1 a.m. daily; however, it closed at midnight during weekdays and 1 a.m. only from Fridays to Sundays. The digital in-room dining menu contained typos, including "Suateed," under the green vegetables.
Cleanliness & Condition Facility The bed is clean and in excellent condition Yes All elements of the bed were completely clean and well-maintained. As a note, the base of the bed frame had a minor dent.
Sense of Luxury Facility The bed linens are of high quality and made of natural materials Yes The bed linens made of 100 -percent cotton were high quality.
Wellness Facility The bed is exceptionally comfortable Yes The mattress and bedding combined for a comfortable night's sleep.
Wellness Facility The room promotes good sleep, including effective blackout functionality No Although the guest could easily control the room's environmental factors using the bedside panel, the blackout curtains in the bedroom were not fully effective, as morning sunlight entered the room through gaps on the sides.
Guest Comfort & Convenience Facility The closets and shelves/drawers are generously spacious and very well lit Yes The closet was spacious and well lit. There were also vacated drawers provided for folded clothes.
Guest Comfort & Convenience Facility There are at least 10 hangers in the closet, convenient for all types of garments Yes The closet offered 10 hangers, including a combination of those with clips, bars and fabric hangers for more delicate items.
Wellness Facility Fresh flowers or live plants are provided by the hotel in the guest room No Fresh flowers or live plants were not provided in the room.
Guest Comfort & Convenience Facility The bedroom offers a comfortable place to relax, such as when watching television or dining, separate from the bed and desk areas Yes The bedroom offered a comfortable and spacious sofa area with side tables for relaxing.
Guest Comfort & Convenience Facility The lighting in the bedroom is comfortable for the guest to complete all necessary daily tasks. The room has ample natural light during the day Yes The room was appropriately lit and allowed for plenty of natural light during the day.
Cleanliness & Condition Facility The bedroom is exceptionally clean No While other parts of the bedroom was spotless, the kettle had excessive water droplets.
Cleanliness & Condition Facility The bedroom is extremely wellmaintained No | CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | | | mation said that Sky59 Rooftop Bar was open until 1 a.m. daily; however, it closed at midnight during weekdays and 1 a.m. only from Fridays to Sundays. The digital in-room dining menu contained typos, including "Suateed," under the green vegetables. |
| Cleanliness & Condition | Facility | The bed is clean and in excellent condition | Yes | All elements of the bed were completely clean and well-maintained. As a note, the base of the bed frame had a minor dent. |
| Sense of Luxury | Facility | The bed linens are of high quality and made of natural materials | Yes | The bed linens made of 100 -percent cotton were high quality. |
| Wellness | Facility | The bed is exceptionally comfortable | Yes | The mattress and bedding combined for a comfortable night's sleep. |
| Wellness | Facility | The room promotes good sleep, including effective blackout functionality | No | Although the guest could easily control the room's environmental factors using the bedside panel, the blackout curtains in the bedroom were not fully effective, as morning sunlight entered the room through gaps on the sides. |
| Guest Comfort & Convenience | Facility | The closets and shelves/drawers are generously spacious and very well lit | Yes | The closet was spacious and well lit. There were also vacated drawers provided for folded clothes. |
| Guest Comfort & Convenience | Facility | There are at least 10 hangers in the closet, convenient for all types of garments | Yes | The closet offered 10 hangers, including a combination of those with clips, bars and fabric hangers for more delicate items. |
| Wellness | Facility | Fresh flowers or live plants are provided by the hotel in the guest room | No | Fresh flowers or live plants were not provided in the room. |
| Guest Comfort & Convenience | Facility | The bedroom offers a comfortable place to relax, such as when watching television or dining, separate from the bed and desk areas | Yes | The bedroom offered a comfortable and spacious sofa area with side tables for relaxing. |
| Guest Comfort & Convenience | Facility | The lighting in the bedroom is comfortable for the guest to complete all necessary daily tasks. The room has ample natural light during the day | Yes | The room was appropriately lit and allowed for plenty of natural light during the day. |
| Cleanliness & Condition | Facility | The bedroom is exceptionally clean | No | While other parts of the bedroom was spotless, the kettle had excessive water droplets. |
| Cleanliness & Condition | Facility | The bedroom is extremely wellmaintained | No | |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Maintenance issues were noted in the bedroom. For example, scratches were on different parts of the wooden floor, and limescale was in the kettle. In addition, the wall's skirting board was discolored. 卧室内发现了维护问题。例如，木地板的不同部分有划痕，水壶内有水垢。此外，墙裙的颜色也变得不均匀。
Cleanliness & Condition 清洁与状况
Facility 设施
If available, the outdoor balcony/patio is exceptionally clean and in excellent condition 如果有的话，户外阳台/露台 exceptionally clean 和 excellent condition
N/A
Sense of Luxury 奢华感
Facility 设施
The room is supplied with a distinctive variety of amenities that enhance the guest experience 房间配备了一系列独特的设施，以提升宾客的体验
Yes 是的
A variety of high-quality amenities was supplied in the guest room, including wooden shoe trees, a branded paper shopping bag, a yoga mat, a steamer, and a stationary box. There was also a tray of two kinds of tea in the bedroom with a luxurious branded tea set, and the minibar selection provided well-selected snacks and premium beverages, an electric kettle, and a coffee pod machine. In addition, the technology in the room featured a wireless Bluetooth speaker, a smart television with airplay functionality and a wireless charging station. 客房内提供了多种高品质设施，包括木鞋撑、品牌纸购物袋、瑜伽垫、蒸汽熨斗和文具盒。卧室里还有一个豪华品牌茶具的茶盘，提供两种茶饮，以及迷你吧选提供精选小吃和优质饮品，还有一个电水壶和咖啡胶囊机。 此外，房间内配备了无线蓝牙音箱、一台具有 AirPlay 功能的智能电视和一个无线充电站。
Guest Comfort & Convenience 客人舒适与便利
Facility 设施
If provided, the technology is easy to use and navigate 如果提供，该技术易于使用和导航
Yes 是的
The in-room technology was easy to use. 房间内的技术易于使用。
Guest Comfort & Convenience 客人舒适与便利
Facility 设施
Electronic outlets are located in convenient locations for the guest 电子插座位于方便客人的位置
Yes 是
Electrical outlets were conveniently located by the bedsides, the writing desk, the minibar cabinet, and in the bathroom. In addition, the bedside outlets provided USB charging ports and a wireless charging station. 电源插座方便地位于床边、书桌、迷你吧柜和浴室内。此外，床边插座提供 USB 充电端口和无线充电站。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
If provided, clocks display the time of day within two minutes of the time confirmed by the global time clock and prior alarms are cleared 如果提供，时钟显示的时间将在全球标准时间确认的时间内的两分钟之内，并且之前的警报已被清除
Yes 是
The time displayed on the television and telephone matched the global time clock. No alarms were set on these devices. 电视和电话上显示的时间与全球标准时间一致。这些设备上没有设置警报。
Sense of Luxury 奢华感
Facility 设施
The architectural design style of the room is notable in interest or execution 房间的建筑设计风格在趣味或执行上都很引人注目
Yes 是
The room offered a distinct design style with interesting architectural elements. 这个房间提供了独特的设计风格，具有有趣的建筑元素。
Sense of Luxury 奢华感
Facility 设施
The entire room is true to the thematic elements. There are no unintentional mismatching styles of furnishings or indication of remodeling that is not thorough or done in cycles 整个房间忠实于主题元素。没有不自觉的不匹配家具风格或不彻底或未按周期进行的翻新迹象。
Yes 是
The room was consistent in style without evidence of cyclical remodeling. 房间风格一致，没有周期性改造的迹象。
Guest Comfort & Convenience 客人舒适与便利
Facility 设施
The grooming areas are generously spacious so that two persons could easily shower and dress in comfort 洗澡区域非常宽敞，以便两个人可以轻松舒适地洗澡和穿衣
Yes 是
The grooming areas in the room were spacious and easily allowed two guests to shower and dress in comfort. For instance, there was a separate dressing table with a mirror and ottoman and the bathroom featured an extended vanity counter with dual sinks. Enclosed 房间内的梳妆区域宽敞，能够轻松容纳两位客人在舒适中淋浴和穿衣。例如，那里有一张带镜子和脚凳的独立梳妆台，浴室配有加长的梳妆台，设有双水槽。封闭式
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Maintenance issues were noted in the bedroom. For example, scratches were on different parts of the wooden floor, and limescale was in the kettle. In addition, the wall's skirting board was discolored.
Cleanliness & Condition Facility If available, the outdoor balcony/patio is exceptionally clean and in excellent condition N/A
Sense of Luxury Facility The room is supplied with a distinctive variety of amenities that enhance the guest experience Yes A variety of high-quality amenities was supplied in the guest room, including wooden shoe trees, a branded paper shopping bag, a yoga mat, a steamer, and a stationary box. There was also a tray of two kinds of tea in the bedroom with a luxurious branded tea set, and the minibar selection provided well-selected snacks and premium beverages, an electric kettle, and a coffee pod machine. In addition, the technology in the room featured a wireless Bluetooth speaker, a smart television with airplay functionality and a wireless charging station.
Guest Comfort & Convenience Facility If provided, the technology is easy to use and navigate Yes The in-room technology was easy to use.
Guest Comfort & Convenience Facility Electronic outlets are located in convenient locations for the guest Yes Electrical outlets were conveniently located by the bedsides, the writing desk, the minibar cabinet, and in the bathroom. In addition, the bedside outlets provided USB charging ports and a wireless charging station.
Guest Comfort & Convenience Service If provided, clocks display the time of day within two minutes of the time confirmed by the global time clock and prior alarms are cleared Yes The time displayed on the television and telephone matched the global time clock. No alarms were set on these devices.
Sense of Luxury Facility The architectural design style of the room is notable in interest or execution Yes The room offered a distinct design style with interesting architectural elements.
Sense of Luxury Facility The entire room is true to the thematic elements. There are no unintentional mismatching styles of furnishings or indication of remodeling that is not thorough or done in cycles Yes The room was consistent in style without evidence of cyclical remodeling.
Guest Comfort & Convenience Facility The grooming areas are generously spacious so that two persons could easily shower and dress in comfort Yes The grooming areas in the room were spacious and easily allowed two guests to shower and dress in comfort. For instance, there was a separate dressing table with a mirror and ottoman and the bathroom featured an extended vanity counter with dual sinks. Enclosed| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | | | Maintenance issues were noted in the bedroom. For example, scratches were on different parts of the wooden floor, and limescale was in the kettle. In addition, the wall's skirting board was discolored. |
| Cleanliness & Condition | Facility | If available, the outdoor balcony/patio is exceptionally clean and in excellent condition | N/A | |
| Sense of Luxury | Facility | The room is supplied with a distinctive variety of amenities that enhance the guest experience | Yes | A variety of high-quality amenities was supplied in the guest room, including wooden shoe trees, a branded paper shopping bag, a yoga mat, a steamer, and a stationary box. There was also a tray of two kinds of tea in the bedroom with a luxurious branded tea set, and the minibar selection provided well-selected snacks and premium beverages, an electric kettle, and a coffee pod machine. In addition, the technology in the room featured a wireless Bluetooth speaker, a smart television with airplay functionality and a wireless charging station. |
| Guest Comfort & Convenience | Facility | If provided, the technology is easy to use and navigate | Yes | The in-room technology was easy to use. |
| Guest Comfort & Convenience | Facility | Electronic outlets are located in convenient locations for the guest | Yes | Electrical outlets were conveniently located by the bedsides, the writing desk, the minibar cabinet, and in the bathroom. In addition, the bedside outlets provided USB charging ports and a wireless charging station. |
| Guest Comfort & Convenience | Service | If provided, clocks display the time of day within two minutes of the time confirmed by the global time clock and prior alarms are cleared | Yes | The time displayed on the television and telephone matched the global time clock. No alarms were set on these devices. |
| Sense of Luxury | Facility | The architectural design style of the room is notable in interest or execution | Yes | The room offered a distinct design style with interesting architectural elements. |
| Sense of Luxury | Facility | The entire room is true to the thematic elements. There are no unintentional mismatching styles of furnishings or indication of remodeling that is not thorough or done in cycles | Yes | The room was consistent in style without evidence of cyclical remodeling. |
| Guest Comfort & Convenience | Facility | The grooming areas are generously spacious so that two persons could easily shower and dress in comfort | Yes | The grooming areas in the room were spacious and easily allowed two guests to shower and dress in comfort. For instance, there was a separate dressing table with a mirror and ottoman and the bathroom featured an extended vanity counter with dual sinks. Enclosed |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
glass doors separated the walk-in shower and water closet, and a freestanding bathtub was available. 玻璃门将步入式淋浴与水厕隔开，并提供了一个独立浴缸。
Guest Comfort & Convenience 客人舒适与便利
Facility 设施
Basic amenities, including shampoo, conditioner, body wash/gel, lotion, hand soap and cotton products, are provided 提供基本设施，包括洗发水、护发素、沐浴露/洗澡凝胶、润肤露、洗手液和棉制品。
Yes 是的
Basic amenities, including shampoo, conditioner, body wash, lotion, hand soap, and cotton swabs and pads, were provided. 基本设施包括洗发水、护发素、沐浴露、润肤露、洗手液、棉签和棉垫，已提供。
Sense of Luxury 奢华感
Facility 设施
Beyond basic amenities, the bathroom is supplied with at least two additional types of toiletry items 除了基本设施外，浴室还提供至少两种额外类型的洗漱用品。
Yes 是的
Bath salts were provided in the bathroom. Due to local government environmental regulations, other bathroom amenities were not available in the room. Upon arrival at the reception, the guest received a toiletry bag that contained two dental kits, two toothpaste tubes, a shaving kit, and a comb. 浴室提供了浴盐。由于当地政府的环境规定，房间内没有提供其他浴室用品。客人在前台到达时收到了一袋洗漱用品，里面包含两个牙齿护理套件、两管牙膏、一个剃须套件和一个梳子。
Sense of Luxury 奢华感
Facility 设施
Bathroom amenities are exceptionally luxurious in quality and presentation 浴室用品在品质和展示上都极为奢华。
Yes 是的
The bathroom amenities were highly effective and presented in luxurious packaging. 浴室用品效果非常好，并以奢华的包装呈现。
Guest Comfort & Convenience 客人舒适与便利
Facility 设施
Robes, slippers and sufficient towels are automatically provided 吸汗巾、拖鞋和足够的毛巾会自动提供
Yes 是的
Robes, slippers and sufficient towels were provided in the room. 吸汗巾、拖鞋和足够的毛巾已在房间内提供。
Sense of Luxury 奢华感
Facility 设施
Robes, slippers and bathroom linens are of extremely high quality 吸汗巾、拖鞋和浴室织物质量极高
Yes 是的
The robes, slippers and towels provided in the room were of exceptional quality. 房间提供的长袍、拖鞋和毛巾质量非常优异。
Cleanliness & Condition 清洁与状况
Facility 设施
Robes, slippers and bathroom linens are all clean and in excellent condition 长袍、拖鞋和浴室纺织品都是干净且状况极佳。
Yes 是的
The robes, slippers and bathroom linens were in pristine condition. 长袍、拖鞋和浴室纺织品都保持在完美状态。
Guest Comfort & Convenience 客人舒适与便利
Facility 设施
Strong water pressure and no vacillating water temperatures are present in showers; showers are easy to operate 淋浴中有强烈的水压，水温不会波动；淋浴操作简单
Yes 是的
The easy-to-operate shower offered a strong and steady stream of hot water. 这种易于操作的淋浴提供了强劲稳定的热水流。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Placement of bathroom amenities is convenient and careful 浴室用品的摆放既方便又细心
Yes 是的
All amenities in the bathroom were conveniently arranged in a careful manner. The bath amenities were set in the shower and bathtub. 浴室内的所有设施都以精心的方式方便地安排好了。洗澡用品被放置在淋浴区和浴缸中。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Placement of bathroom linens is convenient and careful 浴室毛巾的摆放既方便又细心
Yes 是的
The linens were conveniently arranged in a neat manner. 毛巾被整齐地安排得很方便。
Guest Comfort & Convenience 客人舒适与便利
Facility 设施
The lighting in the bathroom is sufficient for all intended tasks, such as grooming and makeup application 浴室的照明足以满足所有预期的任务，如美容和化妆
Yes 是的
The bathroom lighting was sufficient for all intended tasks. 浴室的照明足够满足所有预期的任务。
Cleanliness & Condition 清洁与状况
Facility 设施
The bathroom is exceptionally clean 浴室非常干净
No 不
Cleanliness issues were noted in the bathroom. For example, the bathtub and sink faucets had prominent and removable water stains. In addition, a strand of hair was on the shower room floor. 在浴室中发现了清洁问题。例如，浴缸和水槽的水龙头上有明显且可去除的水渍。此外，淋浴室地板上有一根头发。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
glass doors separated the walk-in shower and water closet, and a freestanding bathtub was available.
Guest Comfort & Convenience Facility Basic amenities, including shampoo, conditioner, body wash/gel, lotion, hand soap and cotton products, are provided Yes Basic amenities, including shampoo, conditioner, body wash, lotion, hand soap, and cotton swabs and pads, were provided.
Sense of Luxury Facility Beyond basic amenities, the bathroom is supplied with at least two additional types of toiletry items Yes Bath salts were provided in the bathroom. Due to local government environmental regulations, other bathroom amenities were not available in the room. Upon arrival at the reception, the guest received a toiletry bag that contained two dental kits, two toothpaste tubes, a shaving kit, and a comb.
Sense of Luxury Facility Bathroom amenities are exceptionally luxurious in quality and presentation Yes The bathroom amenities were highly effective and presented in luxurious packaging.
Guest Comfort & Convenience Facility Robes, slippers and sufficient towels are automatically provided Yes Robes, slippers and sufficient towels were provided in the room.
Sense of Luxury Facility Robes, slippers and bathroom linens are of extremely high quality Yes The robes, slippers and towels provided in the room were of exceptional quality.
Cleanliness & Condition Facility Robes, slippers and bathroom linens are all clean and in excellent condition Yes The robes, slippers and bathroom linens were in pristine condition.
Guest Comfort & Convenience Facility Strong water pressure and no vacillating water temperatures are present in showers; showers are easy to operate Yes The easy-to-operate shower offered a strong and steady stream of hot water.
Guest Comfort & Convenience Service Placement of bathroom amenities is convenient and careful Yes All amenities in the bathroom were conveniently arranged in a careful manner. The bath amenities were set in the shower and bathtub.
Guest Comfort & Convenience Service Placement of bathroom linens is convenient and careful Yes The linens were conveniently arranged in a neat manner.
Guest Comfort & Convenience Facility The lighting in the bathroom is sufficient for all intended tasks, such as grooming and makeup application Yes The bathroom lighting was sufficient for all intended tasks.
Cleanliness & Condition Facility The bathroom is exceptionally clean No Cleanliness issues were noted in the bathroom. For example, the bathtub and sink faucets had prominent and removable water stains. In addition, a strand of hair was on the shower room floor.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | | | glass doors separated the walk-in shower and water closet, and a freestanding bathtub was available. |
| Guest Comfort & Convenience | Facility | Basic amenities, including shampoo, conditioner, body wash/gel, lotion, hand soap and cotton products, are provided | Yes | Basic amenities, including shampoo, conditioner, body wash, lotion, hand soap, and cotton swabs and pads, were provided. |
| Sense of Luxury | Facility | Beyond basic amenities, the bathroom is supplied with at least two additional types of toiletry items | Yes | Bath salts were provided in the bathroom. Due to local government environmental regulations, other bathroom amenities were not available in the room. Upon arrival at the reception, the guest received a toiletry bag that contained two dental kits, two toothpaste tubes, a shaving kit, and a comb. |
| Sense of Luxury | Facility | Bathroom amenities are exceptionally luxurious in quality and presentation | Yes | The bathroom amenities were highly effective and presented in luxurious packaging. |
| Guest Comfort & Convenience | Facility | Robes, slippers and sufficient towels are automatically provided | Yes | Robes, slippers and sufficient towels were provided in the room. |
| Sense of Luxury | Facility | Robes, slippers and bathroom linens are of extremely high quality | Yes | The robes, slippers and towels provided in the room were of exceptional quality. |
| Cleanliness & Condition | Facility | Robes, slippers and bathroom linens are all clean and in excellent condition | Yes | The robes, slippers and bathroom linens were in pristine condition. |
| Guest Comfort & Convenience | Facility | Strong water pressure and no vacillating water temperatures are present in showers; showers are easy to operate | Yes | The easy-to-operate shower offered a strong and steady stream of hot water. |
| Guest Comfort & Convenience | Service | Placement of bathroom amenities is convenient and careful | Yes | All amenities in the bathroom were conveniently arranged in a careful manner. The bath amenities were set in the shower and bathtub. |
| Guest Comfort & Convenience | Service | Placement of bathroom linens is convenient and careful | Yes | The linens were conveniently arranged in a neat manner. |
| Guest Comfort & Convenience | Facility | The lighting in the bathroom is sufficient for all intended tasks, such as grooming and makeup application | Yes | The bathroom lighting was sufficient for all intended tasks. |
| Cleanliness & Condition | Facility | The bathroom is exceptionally clean | No | Cleanliness issues were noted in the bathroom. For example, the bathtub and sink faucets had prominent and removable water stains. In addition, a strand of hair was on the shower room floor. |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估员观察
Cleanliness & Condition 清洁与状况
Facility 设施
The bathroom is extremely wellmaintained 浴室维护得非常好
No 不
Maintenance issues were noted in the bathroom. For example, the bathroom and shower ceiling had damaged panels and silicone, and the grout in the shower was discolored and had brown stains. 在浴室中注意到了维护问题。例如，浴室和淋浴的天花板有损坏的面板和硅胶，淋浴间的填缝料变色并有棕色污渍。
Sense of Luxury 豪华感
Facility 设施
The bathroom design and appointments, such as counters, floors and fixtures, are exceptionally noteworthy 浴室的设计和配件，例如台面、地板和固定装置，特别引人注目。
Yes 是的
The bathroom's interior design was noteworthy, featuring warm-toned marble walls and floors along with wooden furnishings. A distinctive blue ceramic artistic wall by the bathtub added a unique touch to the space. Luxurious fixtures enhanced the overall ambiance, including a deep soaking bathtub, a washlet, and a walk-in shower equipped with a rainfall showerhead. 浴室的内部设计引人注目，采用温暖色调的大理石墙壁和地板，以及木质家具。浴缸旁一幅独特的蓝色陶瓷艺术墙为空间增添了独特的风格。奢华的配件提升了整体氛围，包括深浸式浴缸、洗净器和配有雨淋淋浴头的步入式淋浴间。
Sense of Luxury 豪华感
Service 服务
The guest is exceptionally comfortable in this room 客人在这个房间里感到非常舒适。
Yes 是的
The guest was exceptionally comfortable in the room due to the luxurious amenities, spacious layout, comfortable bed, and the stunning West Bund view. 由于豪华的设施、宽敞的布局、舒适的床和令人惊叹的西岸景观，客人在房间里非常舒适。
Sustainability 可持续性
Efforts are made to reduce sin-gle-use plastic in the guest room 努力减少客房中的一次性塑料使用。
No Compliance 不合规
Plastic water bottles were provided in the bedroom, as well as creamers in plastic packages. 卧室里提供了塑料水瓶，以及塑料包装的奶精。
Sustainability 可持续性
Efforts are made to reduce sin-gle-use plastic in the bathroom 努力减少浴室中的一次性塑料
No Compliance 不符合规定
There were two plastic water bottles in the bathroom. In addition, traveled-sized plastic bottles of shower amenities were provided by the bathtub, and the bath salt was packaged in plastic. The bars of soap were also sealed in plastic. 浴室里有两个塑料水瓶。此外，浴缸旁提供了旅行装塑料瓶的淋浴用品，浴盐也用塑料包装。肥皂块也封装在塑料中。
Sustainability 可持续性
Clean bathroom amenities are used 使用了清洁的洗手间用品
No Compliance 不合规
The bath products contained harmful ingredients, such as sodium laureth sulfate, ammonium lauryl sulfate, parfum (fragrance), polyquaternium-7, methylchloroisothiazolinone and methylisothiazolinone. 浴室产品含有有害成分，如月桂醇聚醚硫酸盐、铵月桂醇硫酸盐、香料、聚季铵盐-7、氯咪唑异噻唑啉酮和异噻唑啉酮。
Sustainability 可持续性
Recycling options are readily available in the guest room 客房内有现成的回收选项
Full Compliance 完全合规
There was a recycling bin in the bedroom. 卧室里有一个回收 bin。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Cleanliness & Condition Facility The bathroom is extremely wellmaintained No Maintenance issues were noted in the bathroom. For example, the bathroom and shower ceiling had damaged panels and silicone, and the grout in the shower was discolored and had brown stains.
Sense of Luxury Facility The bathroom design and appointments, such as counters, floors and fixtures, are exceptionally noteworthy Yes The bathroom's interior design was noteworthy, featuring warm-toned marble walls and floors along with wooden furnishings. A distinctive blue ceramic artistic wall by the bathtub added a unique touch to the space. Luxurious fixtures enhanced the overall ambiance, including a deep soaking bathtub, a washlet, and a walk-in shower equipped with a rainfall showerhead.
Sense of Luxury Service The guest is exceptionally comfortable in this room Yes The guest was exceptionally comfortable in the room due to the luxurious amenities, spacious layout, comfortable bed, and the stunning West Bund view.
Sustainability Efforts are made to reduce sin-gle-use plastic in the guest room No Compliance Plastic water bottles were provided in the bedroom, as well as creamers in plastic packages.
Sustainability Efforts are made to reduce sin-gle-use plastic in the bathroom No Compliance There were two plastic water bottles in the bathroom. In addition, traveled-sized plastic bottles of shower amenities were provided by the bathtub, and the bath salt was packaged in plastic. The bars of soap were also sealed in plastic.
Sustainability Clean bathroom amenities are used No Compliance The bath products contained harmful ingredients, such as sodium laureth sulfate, ammonium lauryl sulfate, parfum (fragrance), polyquaternium-7, methylchloroisothiazolinone and methylisothiazolinone.
Sustainability Recycling options are readily available in the guest room Full Compliance There was a recycling bin in the bedroom.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Cleanliness & Condition | Facility | The bathroom is extremely wellmaintained | No | Maintenance issues were noted in the bathroom. For example, the bathroom and shower ceiling had damaged panels and silicone, and the grout in the shower was discolored and had brown stains. |
| Sense of Luxury | Facility | The bathroom design and appointments, such as counters, floors and fixtures, are exceptionally noteworthy | Yes | The bathroom's interior design was noteworthy, featuring warm-toned marble walls and floors along with wooden furnishings. A distinctive blue ceramic artistic wall by the bathtub added a unique touch to the space. Luxurious fixtures enhanced the overall ambiance, including a deep soaking bathtub, a washlet, and a walk-in shower equipped with a rainfall showerhead. |
| Sense of Luxury | Service | The guest is exceptionally comfortable in this room | Yes | The guest was exceptionally comfortable in the room due to the luxurious amenities, spacious layout, comfortable bed, and the stunning West Bund view. |
| | Sustainability | Efforts are made to reduce sin-gle-use plastic in the guest room | No Compliance | Plastic water bottles were provided in the bedroom, as well as creamers in plastic packages. |
| | Sustainability | Efforts are made to reduce sin-gle-use plastic in the bathroom | No Compliance | There were two plastic water bottles in the bathroom. In addition, traveled-sized plastic bottles of shower amenities were provided by the bathtub, and the bath salt was packaged in plastic. The bars of soap were also sealed in plastic. |
| | Sustainability | Clean bathroom amenities are used | No Compliance | The bath products contained harmful ingredients, such as sodium laureth sulfate, ammonium lauryl sulfate, parfum (fragrance), polyquaternium-7, methylchloroisothiazolinone and methylisothiazolinone. |
| | Sustainability | Recycling options are readily available in the guest room | Full Compliance | There was a recycling bin in the bedroom. |
Cherry - female front desk agent, issued the duplicate key.
Carly - female server, took care of the guest's public area breakfast meal.
Male manager - inquired about the guest's enjoyment of the breakfast.
Tracy - female operator, answered the guest's call for a special pillow.
Tia - female concierge, attended to the guest's inquiry and request.
Fei(?)- female front desk agent, called the guest back to confirm the late checkout.
Ava - female fitness center attendant, provided a tour of the facilities.
Cherry - female front desk agent, issued the duplicate key.
Carly - female server, took care of the guest's public area breakfast meal.
Male manager - inquired about the guest's enjoyment of the breakfast.
Tracy - female operator, answered the guest's call for a special pillow.
Tia - female concierge, attended to the guest's inquiry and request.
Fei(?)- female front desk agent, called the guest back to confirm the late checkout.
Ava - female fitness center attendant, provided a tour of the facilities.| Cherry - female front desk agent, issued the duplicate key. |
| :--- |
| Carly - female server, took care of the guest's public area breakfast meal. |
| Male manager - inquired about the guest's enjoyment of the breakfast. |
| Tracy - female operator, answered the guest's call for a special pillow. |
| Tia - female concierge, attended to the guest's inquiry and request. |
| Fei(?)- female front desk agent, called the guest back to confirm the late checkout. |
| Ava - female fitness center attendant, provided a tour of the facilities. |
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Telephone conversations are calm and clear 电话交谈平静而清晰
Yes 是的
The telephone conversation was calm, clear and free of background noise. 电话交谈平静、清晰且没有背景噪音。
Courtesy & Manners 礼貌与举止
Service 服务
The guest is always asked permission before being placed on hold 客人始终会在被放置等待前被询问是否同意。
N/A
Courtesy & Manners 礼仪与举止
Service 服务
No telephone hold is longer than 30 seconds without offering a call-back 电话等待时间不得超过 30 秒，且必须提供回电选项
N/A
Courtesy & Manners 礼仪与举止
Service 服务
Staff politely acknowledges the guest when appropriate and reasonably possible 员工在合适和合理的情况下礼貌地向客人致意
Yes 是的
Staff proactively greeted the guest throughout the public areas. 员工在公共区域主动向客人打招呼。
Courtesy & Manners 礼貌与举止
Service 服务
Staff is highly articulate and avoids slang and excessive use of phrase-fragments 员工口齿清晰，避免使用俚语和过多的短语片段
Yes 是的
In the public areas, staff was well-spoken and avoided casual language. For example, Ava asked, "This is the TRIA Spa, which is the same concept as the spa in MGM Macau." 在公共区域，员工讲得很得体，避免使用随意语言。例如，艾娃问：“这是 TRIA 水疗中心，和澳门美高梅的水疗中心是一样的概念。”
Courtesy & Manners 礼仪与 Manners
Service 服务
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 员工礼貌且在互动过程中保持优雅的语气和适当的速度
Yes 是的
Staff spoke politely and without rushing, and maintained a gracious tone. 员工说话礼貌且不急躁，保持了优雅的语气。
Courtesy & Manners 礼仪与举止
Service 服务
Staff readily smiles and maintains an engaging expression 员工面带微笑，保持着引人入胜的神情
Yes 是的
Overall 95.46% (21/22) "Service
Facility" "100.00%(17//17)
80.00%(4//5)"
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Service State each staff member included in this section and what they did "Cherry - female front desk agent, issued the duplicate key.
Carly - female server, took care of the guest's public area breakfast meal.
Male manager - inquired about the guest's enjoyment of the breakfast.
Tracy - female operator, answered the guest's call for a special pillow.
Tia - female concierge, attended to the guest's inquiry and request.
Fei(?)- female front desk agent, called the guest back to confirm the late checkout.
Ava - female fitness center attendant, provided a tour of the facilities."
Guest Comfort & Convenience Service Telephone conversations are calm and clear Yes The telephone conversation was calm, clear and free of background noise.
Courtesy & Manners Service The guest is always asked permission before being placed on hold N/A
Courtesy & Manners Service No telephone hold is longer than 30 seconds without offering a call-back N/A
Courtesy & Manners Service Staff politely acknowledges the guest when appropriate and reasonably possible Yes Staff proactively greeted the guest throughout the public areas.
Courtesy & Manners Service Staff is highly articulate and avoids slang and excessive use of phrase-fragments Yes In the public areas, staff was well-spoken and avoided casual language. For example, Ava asked, "This is the TRIA Spa, which is the same concept as the spa in MGM Macau."
Courtesy & Manners Service Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Yes Staff spoke politely and without rushing, and maintained a gracious tone.
Courtesy & Manners Service Staff readily smiles and maintains an engaging expression Yes | Overall | 95.46% (21/22) | | Service <br> Facility | $\begin{aligned} & 100.00 \%(17 / 17) \\ & 80.00 \%(4 / 5) \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| | Service | State each staff member included in this section and what they did | | Cherry - female front desk agent, issued the duplicate key. <br> Carly - female server, took care of the guest's public area breakfast meal. <br> Male manager - inquired about the guest's enjoyment of the breakfast. <br> Tracy - female operator, answered the guest's call for a special pillow. <br> Tia - female concierge, attended to the guest's inquiry and request. <br> Fei(?)- female front desk agent, called the guest back to confirm the late checkout. <br> Ava - female fitness center attendant, provided a tour of the facilities. |
| Guest Comfort & Convenience | Service | Telephone conversations are calm and clear | Yes | The telephone conversation was calm, clear and free of background noise. |
| Courtesy & Manners | Service | The guest is always asked permission before being placed on hold | N/A | |
| Courtesy & Manners | Service | No telephone hold is longer than 30 seconds without offering a call-back | N/A | |
| Courtesy & Manners | Service | Staff politely acknowledges the guest when appropriate and reasonably possible | Yes | Staff proactively greeted the guest throughout the public areas. |
| Courtesy & Manners | Service | Staff is highly articulate and avoids slang and excessive use of phrase-fragments | Yes | In the public areas, staff was well-spoken and avoided casual language. For example, Ava asked, "This is the TRIA Spa, which is the same concept as the spa in MGM Macau." |
| Courtesy & Manners | Service | Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction | Yes | Staff spoke politely and without rushing, and maintained a gracious tone. |
| Courtesy & Manners | Service | Staff readily smiles and maintains an engaging expression | Yes | |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
The staff members had friendly smiles, and all maintained a cheerful demeanor. 员工们面带友好的微笑，始终保持愉快的举止。
Courtesy & Manners 礼貌与举止
Service 服务
Staff makes eye contact and keeps focus on the guest 员工与客人进行眼神交流，并保持专注。
Yes 是的
Staff made eye contact and remained focused. 员工进行了眼神交流并保持了专注。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴和个性化服务意识
Service 服务
Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful 员工表现出对客人真正的兴趣和关心，并在适当和有帮助时展示提前服务的能力。
Yes 是的
Staff showed genuine interest in the guest and extended thoughtful gestures. For instance, Carly and the male manager asked if the guest enjoyed their breakfast and replied positively. During the breakfast, Carly inquired about the guest's purpose of stay and engaged further about their visit to the West Bund and their plans and the male manager asked if the guest had a good sleep and engaged about the Shanghainese special breakfast items at the restaurant. Tracy genuinely offered further assistance when the guest called for an item. When asked how far away the hotel was from Shanghai Pudong Airport, Tia showed genuine interest by asking if the guest would travel on domestic or international flights and thoughtfully suggesting an appropriate departure time. Additionally, Ava asked if the guest had dinner and engaged in polite conversation while thoughtfully touring them around the fitness and spa facilities. 工作人员表现出对客人的真诚兴趣，并进行了体贴的举动。例如，Carly 和男经理询问客人是否喜欢早餐，并得到了积极的回应。在早餐期间，Carly 询问了客人住宿的目的，并进一步谈论了他们对西岸的访问及计划，男经理则询问客人是否睡得好，并讨论了餐厅的上海特色早餐。 特蕾西在客人要求某项物品时真诚地提供了进一步的帮助。当被问及酒店距离上海浦东机场有多远时，提娅表现出真正的兴趣，询问客人是乘坐国内航班还是国际航班，并细心地建议了合适的出发时间。此外，阿瓦询问客人是否已经吃过晚餐，并在引导他们参观健身和水疗设施时进行了礼貌的交谈。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴和个性化服务意识
Service 服务
Cross-departmental channels of communication among staff are consistent and complete 员工之间的跨部门沟通渠道一致且完整
Yes 是的
The guest's late check out request to Tia at the concierge was honored and acknowledged by Fei's confirmation call from the front desk. 客人在礼宾部向 Tia 提出的延迟退房请求得到了认可，并通过前台的 Fei 确认电话得到了回应。
Staff Appearance 员工外观
Service 服务
Staff maintains alert posture and behaves professionally in view of the guest 员工在客人面前保持警觉的姿态，并表现出专业的行为
Yes 是的
Each of the staff members remained professional, and all had appropriate posture. 每位员工都保持了专业，并且姿态都很得体。
Technical Execution, Skill & Knowledge 技术执行、技能与知识
Service 服务
Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance 工作人员能够胜任地回答关于整个酒店的问题或获得有效和迅速的帮助
Yes 是的
When asked about the dinner at the Italian restaurant, Carly answered that dinner would commence at 5:30 p.m. and end at 10:30 p.m., with last orders at 10 p.m., further explaining that the Italian dinner offered à la carte and set menu options. When asked what time check-out was, Tia informed the guest it was at noon. In addition, when asked what facilities were available at the spa and fitness center, Ava accurately explained the areas, amenities, and operating hours. 当被问及在意大利餐厅的晚餐时，卡莉回答说晚餐将在下午 5:30 开始，并于晚上 10:30 结束，最后点菜时间为晚上 10 点，进一步解释说意大利晚餐提供单点和套餐选项。当被问到退房时间时，蒂亚告知客人退房时间是中午。此外，当被问到水疗中心和健身中心有哪些设施可用时，阿瓦准确地解释了区域、设施和营业时间。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴和个性化服务意识
Service 服务
Staff consistently and respectfully personalizes interactions, addressing the guest in accor- 员工始终以尊重的态度个性化互动，称呼客人时使用相关信息-
Yes 是的
The staff members who were aware of the guest's name effectively personalized the interactions. For example, Carly asked, 知道客人名字的员工有效地个性化了互动。例如，卡莉问道，
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
The staff members had friendly smiles, and all maintained a cheerful demeanor.
Courtesy & Manners Service Staff makes eye contact and keeps focus on the guest Yes Staff made eye contact and remained focused.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful Yes Staff showed genuine interest in the guest and extended thoughtful gestures. For instance, Carly and the male manager asked if the guest enjoyed their breakfast and replied positively. During the breakfast, Carly inquired about the guest's purpose of stay and engaged further about their visit to the West Bund and their plans and the male manager asked if the guest had a good sleep and engaged about the Shanghainese special breakfast items at the restaurant. Tracy genuinely offered further assistance when the guest called for an item. When asked how far away the hotel was from Shanghai Pudong Airport, Tia showed genuine interest by asking if the guest would travel on domestic or international flights and thoughtfully suggesting an appropriate departure time. Additionally, Ava asked if the guest had dinner and engaged in polite conversation while thoughtfully touring them around the fitness and spa facilities.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Cross-departmental channels of communication among staff are consistent and complete Yes The guest's late check out request to Tia at the concierge was honored and acknowledged by Fei's confirmation call from the front desk.
Staff Appearance Service Staff maintains alert posture and behaves professionally in view of the guest Yes Each of the staff members remained professional, and all had appropriate posture.
Technical Execution, Skill & Knowledge Service Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance Yes When asked about the dinner at the Italian restaurant, Carly answered that dinner would commence at 5:30 p.m. and end at 10:30 p.m., with last orders at 10 p.m., further explaining that the Italian dinner offered à la carte and set menu options. When asked what time check-out was, Tia informed the guest it was at noon. In addition, when asked what facilities were available at the spa and fitness center, Ava accurately explained the areas, amenities, and operating hours.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff consistently and respectfully personalizes interactions, addressing the guest in accor- Yes The staff members who were aware of the guest's name effectively personalized the interactions. For example, Carly asked,| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | | | The staff members had friendly smiles, and all maintained a cheerful demeanor. |
| Courtesy & Manners | Service | Staff makes eye contact and keeps focus on the guest | Yes | Staff made eye contact and remained focused. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful | Yes | Staff showed genuine interest in the guest and extended thoughtful gestures. For instance, Carly and the male manager asked if the guest enjoyed their breakfast and replied positively. During the breakfast, Carly inquired about the guest's purpose of stay and engaged further about their visit to the West Bund and their plans and the male manager asked if the guest had a good sleep and engaged about the Shanghainese special breakfast items at the restaurant. Tracy genuinely offered further assistance when the guest called for an item. When asked how far away the hotel was from Shanghai Pudong Airport, Tia showed genuine interest by asking if the guest would travel on domestic or international flights and thoughtfully suggesting an appropriate departure time. Additionally, Ava asked if the guest had dinner and engaged in polite conversation while thoughtfully touring them around the fitness and spa facilities. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Cross-departmental channels of communication among staff are consistent and complete | Yes | The guest's late check out request to Tia at the concierge was honored and acknowledged by Fei's confirmation call from the front desk. |
| Staff Appearance | Service | Staff maintains alert posture and behaves professionally in view of the guest | Yes | Each of the staff members remained professional, and all had appropriate posture. |
| Technical Execution, Skill & Knowledge | Service | Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance | Yes | When asked about the dinner at the Italian restaurant, Carly answered that dinner would commence at 5:30 p.m. and end at 10:30 p.m., with last orders at 10 p.m., further explaining that the Italian dinner offered à la carte and set menu options. When asked what time check-out was, Tia informed the guest it was at noon. In addition, when asked what facilities were available at the spa and fitness center, Ava accurately explained the areas, amenities, and operating hours. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff consistently and respectfully personalizes interactions, addressing the guest in accor- | Yes | The staff members who were aware of the guest's name effectively personalized the interactions. For example, Carly asked, |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
dance with their preference, if known 如果知道的话，随着他们的偏好跳舞
"(Guest name), would you like to have more coffee?" (客人姓名)，您想再来点咖啡吗？
Courtesy & Manners 礼仪与举止
Service 服务
Staff closes interactions with a polite, appropriate remark 员工用礼貌和适当的评论结束互动
Yes 是的
Staff politely closed all interactions. For instance, Ava said, "Thank you, (guest name). Have a good night." 员工礼貌地结束了所有互动。例如，艾娃说：“谢谢你，（客人名字）。祝你晚上好。”
Staff Appearance 员工外观
Service 服务
All staff encountered are wearing clean and well-fitted uniforms 所有遇到的员工都穿着干净合身的制服
Yes 是的
Each staff member wore a clean and fitted uniform. 每位员工都穿着干净合身的制服。
Staff Appearance 员工外观
Service 服务
Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene 员工的外观与物业风格一致，并展示出强烈的个人护理和卫生意识
Yes 是的
Staff in the public areas was wellgroomed. 公共区域的员工都保持良好的仪容仪表。
Graciousness, Thoughtfulness & Sense of Personalized Service 亲切、体贴与个性化服务感
Service 服务
Staff does not decline any request without offering appropriate alternatives 员工在不提供适当替代方案的情况下不会拒绝任何请求
N/A
Graciousness, Thoughtfulness & Sense of Personalized Service 体贴、周到与个性化服务意识
Service 服务
If any negative issues encountered during the stay are called to the attention of staff, these are quickly and discreetly rectified with words of apology 如果在入住期间遇到任何负面问题并向员工提出，这些问题会迅速且低调地得到解决，并伴有道歉的言辞
N/A
Efficiency 效率
Service 服务
All services are handled without excessive delays 所有服务都在没有过度延迟的情况下处理
Yes 是的
All interactions were free of significant delays and interruptions. 所有互动都没有显著的延迟和中断。
Guest Comfort & Convenience 客户舒适与便利
Service 服务
Large groups or meetings are handled in a way that does not interfere with the guest's visit or make them uncomfortable at any point 大型团体或会议的处理方式不会干扰客人的访问，或使他们在任何时候感到不适
N/A 不适用
Sense of Luxury 奢华的感觉
Service 服务
Staff uniforms are exceptional in design and style 员工制服在设计和风格上都很出色
Yes 是
The staff uniforms were distinctive in both design and style. For example, the male concierge wore a professional navy blazer with red accents and a white shirt. In addition, the male bar servers donned tailored gray suits, while the male bartenders wore white shirts paired with unique brown aprons. 员工制服在设计和风格上都很独特。例如，男礼宾员穿着带有红色 accents 的专业海军蓝西装和白衬衫。此外，男酒吧服务员则穿着定制的灰色西装，而男调酒师则穿着白衬衫，配上独特的棕色围裙。
Sense of Luxury 奢华的感觉
Facility 设施
The architectural and interior design style of the public areas is notable in quality, interest or execution. There are no signs of remodeling done in cycles 公共区域的建筑和室内设计风格在质量、趣味或执行方面都很显著。没有迹象表明进行过周期性的翻新。
Yes 是的
The property's design style was interesting and eye appealing. The public areas contained upscale elements and there were no signs of remodeling done in cycles. 该物业的设计风格有趣且令人赏心悦目。公共区域包含高档元素，且没有迹象表明进行了周期性的翻新。
Sense of Luxury 奢华的感觉
Facility 设施
When present, exterior landscaping and grounds are notable in their design, interest and/or execution 外部景观和场地在设计、趣味和/或执行方面都很出色时，值得注意。
N/A
Guest Comfort & Convenience 客户舒适与便利
Facility 设施
The guest is comfortable when moving around the hotel or sitting in the lobby. There is suffi- 客人在酒店内移动或坐在大堂时感到舒适。这里有足够的空间。
Yes 是的
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
dance with their preference, if known "(Guest name), would you like to have more coffee?"
Courtesy & Manners Service Staff closes interactions with a polite, appropriate remark Yes Staff politely closed all interactions. For instance, Ava said, "Thank you, (guest name). Have a good night."
Staff Appearance Service All staff encountered are wearing clean and well-fitted uniforms Yes Each staff member wore a clean and fitted uniform.
Staff Appearance Service Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene Yes Staff in the public areas was wellgroomed.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff does not decline any request without offering appropriate alternatives N/A
Graciousness, Thoughtfulness & Sense of Personalized Service Service If any negative issues encountered during the stay are called to the attention of staff, these are quickly and discreetly rectified with words of apology N/A
Efficiency Service All services are handled without excessive delays Yes All interactions were free of significant delays and interruptions.
Guest Comfort & Convenience Service Large groups or meetings are handled in a way that does not interfere with the guest's visit or make them uncomfortable at any point N/A
Sense of Luxury Service Staff uniforms are exceptional in design and style Yes The staff uniforms were distinctive in both design and style. For example, the male concierge wore a professional navy blazer with red accents and a white shirt. In addition, the male bar servers donned tailored gray suits, while the male bartenders wore white shirts paired with unique brown aprons.
Sense of Luxury Facility The architectural and interior design style of the public areas is notable in quality, interest or execution. There are no signs of remodeling done in cycles Yes The property's design style was interesting and eye appealing. The public areas contained upscale elements and there were no signs of remodeling done in cycles.
Sense of Luxury Facility When present, exterior landscaping and grounds are notable in their design, interest and/or execution N/A
Guest Comfort & Convenience Facility The guest is comfortable when moving around the hotel or sitting in the lobby. There is suffi- Yes | CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | dance with their preference, if known | | "(Guest name), would you like to have more coffee?" |
| Courtesy & Manners | Service | Staff closes interactions with a polite, appropriate remark | Yes | Staff politely closed all interactions. For instance, Ava said, "Thank you, (guest name). Have a good night." |
| Staff Appearance | Service | All staff encountered are wearing clean and well-fitted uniforms | Yes | Each staff member wore a clean and fitted uniform. |
| Staff Appearance | Service | Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene | Yes | Staff in the public areas was wellgroomed. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff does not decline any request without offering appropriate alternatives | N/A | |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | If any negative issues encountered during the stay are called to the attention of staff, these are quickly and discreetly rectified with words of apology | N/A | |
| Efficiency | Service | All services are handled without excessive delays | Yes | All interactions were free of significant delays and interruptions. |
| Guest Comfort & Convenience | Service | Large groups or meetings are handled in a way that does not interfere with the guest's visit or make them uncomfortable at any point | N/A | |
| Sense of Luxury | Service | Staff uniforms are exceptional in design and style | Yes | The staff uniforms were distinctive in both design and style. For example, the male concierge wore a professional navy blazer with red accents and a white shirt. In addition, the male bar servers donned tailored gray suits, while the male bartenders wore white shirts paired with unique brown aprons. |
| Sense of Luxury | Facility | The architectural and interior design style of the public areas is notable in quality, interest or execution. There are no signs of remodeling done in cycles | Yes | The property's design style was interesting and eye appealing. The public areas contained upscale elements and there were no signs of remodeling done in cycles. |
| Sense of Luxury | Facility | When present, exterior landscaping and grounds are notable in their design, interest and/or execution | N/A | |
| Guest Comfort & Convenience | Facility | The guest is comfortable when moving around the hotel or sitting in the lobby. There is suffi- | Yes | |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
cient privacy, space and comfortable seating 安静的隐私、空间和舒适的座椅
The property was easy to navigate and offered privacy, as well as sufficient seating. 该物业易于导航，提供隐私，以及足够的座位。
Guest Comfort & Convenience 客户舒适与便利
Facility 设施
If available, wireless Internet service provided in the public areas is strong and reliable 如果有的话，公共区域提供的无线互联网服务强大且可靠。
Yes 是的
The wireless Internet in the public areas was easy to use and reliable. 公共区域的无线互联网易于使用且可靠。
Cleanliness & Condition 清洁与状况
Facility 设施
The interior public areas are clean and in excellent condition 室内公共区域干净且状况良好
No 不
Though the interior areas of the hotel were spotless, maintenance issues were noted. For instance, the elevator panels had prominent scratches, and the grouts in the shower rooms on the 59th floor had black mold built up and stained. The date and time displayed on the elevator screen were inaccurate. In addition, during the public area meal, the table's base had a long strand of hair. The locker on the 59th floor by the spa facilities had brown dented spots. 虽然酒店内部区域一尘不染，但仍存在维护问题。例如，电梯面板上有明显的划痕，而 59 楼淋浴室的瓷砖缝隙中积聚了黑色霉菌并染色。电梯屏幕上显示的日期和时间不准确。此外，在公共区域用餐时，桌子底座上有一根长发。位于水疗设施旁的 59 楼储物柜上有棕色凹痕。
Cleanliness & Condition 清洁与状况
Facility 设施
The exterior public areas are clean and in excellent condition 外部公共区域干净且状况良好
Yes 是的
The exterior public areas, such as the driveway, were clean and well-maintained. 外部公共区域，例如车道，干净且维护良好。
Cleanliness & Condition 清洁与状况
Facility 设施
If hotel transportation is used, vehicles are clean and in excellent condition 如果使用酒店运输，车辆干净且状况良好。
N/A 不适用
Wellness 健康
Service 服务
There is a strong sense of security throughout the property 物业内有一种强烈的安全感
Yes 是的
There was a strong sense of security at the property. For instance, the lobby was always staffed, and a valid room key was required to access the guest room floor. When asked for a duplicate key, Cherry carefully confirmed the guest's information before issuing the keys. In addition, emergency exits on the floor were clearly marked. 该物业内有强烈的安全感。例如，大堂总是有人值班，进入客房楼层需要有效的房间钥匙。当被要求提供备用钥匙时，Cherry 仔细确认客人的信息后才发放钥匙。此外，楼层上的紧急出口也清晰标明。
Sustainability 可持续性
Efforts are made to reduce sin-gle-use plastic 努力减少一次性塑料使用
No Compliance 不合规
Plastic water bottles were provided in the public areas. In addition, the takeaway coffee cup from the restaurant contained a plastic lid. 公共区域提供了塑料水瓶。此外，餐厅的外卖咖啡杯含有塑料盖。
Sustainability 可持续性
Recycling options are readily available in public spaces 公共场所的回收选项随处可见
Full Compliance 完全合规
Recycling options were available in public areas, such as at the curbside and in the public restrooms. 公共区域提供了回收选项，例如路边和公共洗手间。
Sustainability 可持续性
Property engages in obvious environmental and communitybased conservation programs 该物业参与明显的环境和社区保护项目
No Compliance 不合规
The guest was not informed about any environmental or community-based conservation programs engaged by the hotel. 客人没有被告知酒店参与的任何环境或社区基础的保护项目。
Sustainability 可持续性
If newspapers or magazines are offered, they are digital 如果提供报纸或杂志，它们是数字版
No Compliance 不符合要求
Printed magazines were provided at the restaurant and guest room; however, the guest was unaware of any alternatives to digital reading materials. 餐厅和客房提供了印刷杂志；然而，客人并不知道有任何数字阅读材料的替代品。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
cient privacy, space and comfortable seating The property was easy to navigate and offered privacy, as well as sufficient seating.
Guest Comfort & Convenience Facility If available, wireless Internet service provided in the public areas is strong and reliable Yes The wireless Internet in the public areas was easy to use and reliable.
Cleanliness & Condition Facility The interior public areas are clean and in excellent condition No Though the interior areas of the hotel were spotless, maintenance issues were noted. For instance, the elevator panels had prominent scratches, and the grouts in the shower rooms on the 59th floor had black mold built up and stained. The date and time displayed on the elevator screen were inaccurate. In addition, during the public area meal, the table's base had a long strand of hair. The locker on the 59th floor by the spa facilities had brown dented spots.
Cleanliness & Condition Facility The exterior public areas are clean and in excellent condition Yes The exterior public areas, such as the driveway, were clean and well-maintained.
Cleanliness & Condition Facility If hotel transportation is used, vehicles are clean and in excellent condition N/A
Wellness Service There is a strong sense of security throughout the property Yes There was a strong sense of security at the property. For instance, the lobby was always staffed, and a valid room key was required to access the guest room floor. When asked for a duplicate key, Cherry carefully confirmed the guest's information before issuing the keys. In addition, emergency exits on the floor were clearly marked.
Sustainability Efforts are made to reduce sin-gle-use plastic No Compliance Plastic water bottles were provided in the public areas. In addition, the takeaway coffee cup from the restaurant contained a plastic lid.
Sustainability Recycling options are readily available in public spaces Full Compliance Recycling options were available in public areas, such as at the curbside and in the public restrooms.
Sustainability Property engages in obvious environmental and communitybased conservation programs No Compliance The guest was not informed about any environmental or community-based conservation programs engaged by the hotel.
Sustainability If newspapers or magazines are offered, they are digital No Compliance Printed magazines were provided at the restaurant and guest room; however, the guest was unaware of any alternatives to digital reading materials.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | cient privacy, space and comfortable seating | | The property was easy to navigate and offered privacy, as well as sufficient seating. |
| Guest Comfort & Convenience | Facility | If available, wireless Internet service provided in the public areas is strong and reliable | Yes | The wireless Internet in the public areas was easy to use and reliable. |
| Cleanliness & Condition | Facility | The interior public areas are clean and in excellent condition | No | Though the interior areas of the hotel were spotless, maintenance issues were noted. For instance, the elevator panels had prominent scratches, and the grouts in the shower rooms on the 59th floor had black mold built up and stained. The date and time displayed on the elevator screen were inaccurate. In addition, during the public area meal, the table's base had a long strand of hair. The locker on the 59th floor by the spa facilities had brown dented spots. |
| Cleanliness & Condition | Facility | The exterior public areas are clean and in excellent condition | Yes | The exterior public areas, such as the driveway, were clean and well-maintained. |
| Cleanliness & Condition | Facility | If hotel transportation is used, vehicles are clean and in excellent condition | N/A | |
| Wellness | Service | There is a strong sense of security throughout the property | Yes | There was a strong sense of security at the property. For instance, the lobby was always staffed, and a valid room key was required to access the guest room floor. When asked for a duplicate key, Cherry carefully confirmed the guest's information before issuing the keys. In addition, emergency exits on the floor were clearly marked. |
| | Sustainability | Efforts are made to reduce sin-gle-use plastic | No Compliance | Plastic water bottles were provided in the public areas. In addition, the takeaway coffee cup from the restaurant contained a plastic lid. |
| | Sustainability | Recycling options are readily available in public spaces | Full Compliance | Recycling options were available in public areas, such as at the curbside and in the public restrooms. |
| | Sustainability | Property engages in obvious environmental and communitybased conservation programs | No Compliance | The guest was not informed about any environmental or community-based conservation programs engaged by the hotel. |
| | Sustainability | If newspapers or magazines are offered, they are digital | No Compliance | Printed magazines were provided at the restaurant and guest room; however, the guest was unaware of any alternatives to digital reading materials. |
Female host - greeted the guests and escorted them to their table.
Carly - female server, greeted the table, served the coffee, asked for the guest's enjoyment of the meal, removed the soiled plates, provided and processed the bill.
Female host - greeted the guests and escorted them to their table.
Carly - female server, greeted the table, served the coffee, asked for the guest's enjoyment of the meal, removed the soiled plates, provided and processed the bill.| Female host - greeted the guests and escorted them to their table. |
| :--- |
| Carly - female server, greeted the table, served the coffee, asked for the guest's enjoyment of the meal, removed the soiled plates, provided and processed the bill. |
Service 服务
State the venue tested 说明测试的场所
Riva Italian restaurant. Riva 意大利餐厅。
Courtesy & Manners 礼仪与举止
Service 服务
Staff politely acknowledges the guest when appropriate and reasonably possible 员工在合适和合理的情况下礼貌地向客人致意
Yes 是
The guests were acknowledged throughout the experience. 在整个体验过程中，客人们得到了认可。
Efficiency 效率
Service 服务
If waiting is required, an estimated wait time is quoted. The guest is seated no more than five minutes past the quoted time 如果需要等待，将提供预计等待时间。客人最多在预计时间后的五分钟内入座。
N/A 不适用
Guest Comfort & Convenience 客户舒适与便利
Service 服务
If waiting is required, a comfortable waiting area is available 如果需要等待，提供一个舒适的候等待区
N/A 不适用
Courtesy & Manners 礼仪与举止
Service 服务
Staff is highly articulate and avoids slang and excessive use of phrase-fragments 员工非常善于表达，避免使用俚语和过多的短语片段
Yes 是的
The staff members were very well-spoken. For example, the female host asked, "Are you comfortable with this table?" 员工们非常能言善辩。例如，女招待问道：“您对这张桌子感觉舒适吗？”
Courtesy & Manners 礼仪与举止
Service 服务
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 员工礼貌而且在整个互动中保持优雅的语气和适当的节奏
Yes 是的
Staff was polite and spoke in a gracious manner. They did not rush the interactions. 员工礼貌并用优雅的方式交谈。他们没有催促互动。
Courtesy & Manners 礼仪与 Manners
Service 服务
Staff readily smiles and maintains an engaging expression 员工面带微笑，保持着引人入胜的神情
Yes 是的
The staff members offered warm smiles and had friendly expressions. 员工们面带温暖的微笑，表情友好。
Courtesy & Manners 礼仪与 Manners
Service 服务
Staff makes eye contact and keeps focus on the guest 员工与客人保持眼神接触，并专注于客人
Yes 是的
During the interactions, staff made eye contact and provided their undivided attention. 在互动中，员工与客人进行了眼神接触，并给予了他们专注的注意力。
Graciousness, Thoughtfulness & Sense of Personalized Service 体贴、周到和个性化服务的感受
Service 服务
Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful 员工对客人表现出真正的兴趣和关心，并在适当和有帮助时展示出预见性服务。
Yes 是的
Staff showed a genuine sense of interest in the guest and extended thoughtful gestures. For instance, the female host thoughtfully asked if the guests were comfortable with their assigned table. Carly genuinely asked the guests if they enjoyed their pizza shortly after serving it, 员工对客人表现出了真正的兴趣，并进行了周到的举动。例如，女主持人周到地询问客人是否对他们被分配的桌子感到满意。卡莉真诚地问客人们在上菜后是否喜欢他们的比萨。
Overall 88.24% (45/51) "Service
Facility" "95.56%(43//45)
33.33%(2//6)"
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Service State each staff member included in this section and what they did "Female host - greeted the guests and escorted them to their table.
Carly - female server, greeted the table, served the coffee, asked for the guest's enjoyment of the meal, removed the soiled plates, provided and processed the bill."
Service State the venue tested Riva Italian restaurant.
Courtesy & Manners Service Staff politely acknowledges the guest when appropriate and reasonably possible Yes The guests were acknowledged throughout the experience.
Efficiency Service If waiting is required, an estimated wait time is quoted. The guest is seated no more than five minutes past the quoted time N/A
Guest Comfort & Convenience Service If waiting is required, a comfortable waiting area is available N/A
Courtesy & Manners Service Staff is highly articulate and avoids slang and excessive use of phrase-fragments Yes The staff members were very well-spoken. For example, the female host asked, "Are you comfortable with this table?"
Courtesy & Manners Service Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Yes Staff was polite and spoke in a gracious manner. They did not rush the interactions.
Courtesy & Manners Service Staff readily smiles and maintains an engaging expression Yes The staff members offered warm smiles and had friendly expressions.
Courtesy & Manners Service Staff makes eye contact and keeps focus on the guest Yes During the interactions, staff made eye contact and provided their undivided attention.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful Yes Staff showed a genuine sense of interest in the guest and extended thoughtful gestures. For instance, the female host thoughtfully asked if the guests were comfortable with their assigned table. Carly genuinely asked the guests if they enjoyed their pizza shortly after serving it,| Overall | 88.24% (45/51) | | Service <br> Facility | $\begin{aligned} & 95.56 \%(43 / 45) \\ & 33.33 \%(2 / 6) \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| | Service | State each staff member included in this section and what they did | | Female host - greeted the guests and escorted them to their table. <br> Carly - female server, greeted the table, served the coffee, asked for the guest's enjoyment of the meal, removed the soiled plates, provided and processed the bill. |
| | Service | State the venue tested | | Riva Italian restaurant. |
| Courtesy & Manners | Service | Staff politely acknowledges the guest when appropriate and reasonably possible | Yes | The guests were acknowledged throughout the experience. |
| Efficiency | Service | If waiting is required, an estimated wait time is quoted. The guest is seated no more than five minutes past the quoted time | N/A | |
| Guest Comfort & Convenience | Service | If waiting is required, a comfortable waiting area is available | N/A | |
| Courtesy & Manners | Service | Staff is highly articulate and avoids slang and excessive use of phrase-fragments | Yes | The staff members were very well-spoken. For example, the female host asked, "Are you comfortable with this table?" |
| Courtesy & Manners | Service | Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction | Yes | Staff was polite and spoke in a gracious manner. They did not rush the interactions. |
| Courtesy & Manners | Service | Staff readily smiles and maintains an engaging expression | Yes | The staff members offered warm smiles and had friendly expressions. |
| Courtesy & Manners | Service | Staff makes eye contact and keeps focus on the guest | Yes | During the interactions, staff made eye contact and provided their undivided attention. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful | Yes | Staff showed a genuine sense of interest in the guest and extended thoughtful gestures. For instance, the female host thoughtfully asked if the guests were comfortable with their assigned table. Carly genuinely asked the guests if they enjoyed their pizza shortly after serving it, |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
and inquired about the guests' day and where they visited, politely reacting to their responses. Carly thoughtfully escorted the guests to the elevator at the end of the meal. 并询问了客人的一天和他们的访问地点，礼貌地对他们的回答做出反应。卡莉在用餐结束时周到地陪同客人到电梯。
Wellness 健康
Service 服务
Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known 在接待客人点餐之前，工作人员会询问饮食限制、偏好或过敏情况，或主动确认之前已知的这些信息。
Yes 是的
Carly asked the guests if they had any dietary restrictions or allergies before taking their order. 卡莉在接待客人点餐之前询问了他们是否有任何饮食限制或过敏情况。
Wellness 健康
Service 服务
If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal 如果饮食限制、偏好或过敏已被告知，并且需要对菜肴进行修改，员工在上菜时会适当地予以确认。
N/A 不适用
Guest Comfort & Convenience 客户舒适与便利
Service 服务
It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them 不需要提醒员工，因为他们已预见到所有需求，并自动提供或提供这些服务。
Yes 是的
There was no need to prompt staff at any time during the hotel dining experience. 在酒店用餐体验中，随时无需提醒员工。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴与个性化服务意识
Service 服务
Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/ kitchen staff 员工之间的沟通渠道一致且完整，不需要完全重复自己的话，请求会传达给相应的服务/厨房工作人员
Yes 是的
There was no need to repeat any requests during the service. 在服务过程中不需要重复任何请求。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance 员工知识渊博、熟练地履行其部门的要求。员工能够有效地回答有关整个酒店的问题，或获得有效和及时的帮助。
Yes 是的
Staff members capably executed their duties. 员工能够胜任地执行他们的职责。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴与个性化服务意识
Service 服务
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known 员工始终尊重地个性化互动，根据客人的偏好（如果已知）称呼客人
Yes 是
Staff discreetly addressed the guests by name throughout the service, such as when Carly asked, "(Guest name), are you ready to order?" 员工在整个服务过程中谨慎地称呼客人，例如当 Carly 问道：“（客人名字），您准备好点餐了吗？”
Courtesy & Manners 礼仪与举止
Service 服务
Interactions are closed with polite, appropriate remarks 互动结束时用礼貌、恰当的言辞进行回应
Yes 是
All interactions during the meal were appropriately closed. For example, Carly said, "Thank you, take care. See you tomorrow." 餐期间的所有互动都得到了适当的结束。例如，卡莉说：“谢谢，保重。明天见。”
Staff Appearance 员工外貌
Service 服务
All staff encountered are wearing clean and well-fitted uniforms 所有遇到的员工都穿着干净合身的制服
Yes 是
Staff wore clean and tailored uniforms. 员工穿着干净整洁的制服。
Staff Appearance 员工外观
Service 服务
Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene 员工的外观与酒店风格一致，展现出对个人护理和卫生的强烈重视。
Yes 是的
All staff encountered was well-groomed. 所有遇到的员工都打扮得很好。
Staff Appearance 员工外观
Service 服务
Staff maintains alert posture and behaves professionally in view of the guest 员工保持警觉的姿态，并在客人面前表现得专业。
Yes 是的
Staff remained alert and behaved professionally throughout the service. 员工在服务期间保持警觉，表现出专业素养。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
and inquired about the guests' day and where they visited, politely reacting to their responses. Carly thoughtfully escorted the guests to the elevator at the end of the meal.
Wellness Service Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known Yes Carly asked the guests if they had any dietary restrictions or allergies before taking their order.
Wellness Service If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal N/A
Guest Comfort & Convenience Service It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them Yes There was no need to prompt staff at any time during the hotel dining experience.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/ kitchen staff Yes There was no need to repeat any requests during the service.
Technical Execution, Skill & Knowledge Service Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance Yes Staff members capably executed their duties.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known Yes Staff discreetly addressed the guests by name throughout the service, such as when Carly asked, "(Guest name), are you ready to order?"
Courtesy & Manners Service Interactions are closed with polite, appropriate remarks Yes All interactions during the meal were appropriately closed. For example, Carly said, "Thank you, take care. See you tomorrow."
Staff Appearance Service All staff encountered are wearing clean and well-fitted uniforms Yes Staff wore clean and tailored uniforms.
Staff Appearance Service Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene Yes All staff encountered was well-groomed.
Staff Appearance Service Staff maintains alert posture and behaves professionally in view of the guest Yes Staff remained alert and behaved professionally throughout the service.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | | | and inquired about the guests' day and where they visited, politely reacting to their responses. Carly thoughtfully escorted the guests to the elevator at the end of the meal. |
| Wellness | Service | Before taking the guest's order, staff inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known | Yes | Carly asked the guests if they had any dietary restrictions or allergies before taking their order. |
| Wellness | Service | If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal | N/A | |
| Guest Comfort & Convenience | Service | It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them | Yes | There was no need to prompt staff at any time during the hotel dining experience. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate members of service/ kitchen staff | Yes | There was no need to repeat any requests during the service. |
| Technical Execution, Skill & Knowledge | Service | Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance | Yes | Staff members capably executed their duties. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known | Yes | Staff discreetly addressed the guests by name throughout the service, such as when Carly asked, "(Guest name), are you ready to order?" |
| Courtesy & Manners | Service | Interactions are closed with polite, appropriate remarks | Yes | All interactions during the meal were appropriately closed. For example, Carly said, "Thank you, take care. See you tomorrow." |
| Staff Appearance | Service | All staff encountered are wearing clean and well-fitted uniforms | Yes | Staff wore clean and tailored uniforms. |
| Staff Appearance | Service | Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene | Yes | All staff encountered was well-groomed. |
| Staff Appearance | Service | Staff maintains alert posture and behaves professionally in view of the guest | Yes | Staff remained alert and behaved professionally throughout the service. |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Graciousness, Thoughtfulness & Sense of Personalized Service 亲切、体贴和个性化服务的感觉
Service 服务
Staff is discreet and unintrusive throughout the experience, while remaining attentive 工作人员在整个体验过程中保持低调和不打扰，同时又不失关心
No 不
While the service was attentive, the guests found it intrusive. For instance, Carly approached the table numerous times to refill the tea cups despite the cup being half full on occasion, resulting in the service feeling intrusive. Additionally, when refilling the tea, Carly heard the guests' conversation and remarked on it, which the guests found inappropriate and unprofessional, as it made them feel their conversation was being overheard. Although Carly offered to escort the guests to the elevator after the meal, she overwhelmed them with gestures and questions, and the service felt intrusive. 尽管服务很周到，但客人们觉得这有些打扰。例如，Carly 多次走到桌子旁为茶杯续茶，即使茶杯有时还是半满，这让人觉得服务过于干扰。此外，在为茶续杯时，Carly 听到了客人的谈话并对此发表评论，客人们觉得这不合适也不专业，因为这让他们觉得自己的谈话被偷听了。 尽管卡莉在用餐后提议陪同客人到电梯，但她用过多的手势和问题让他们感到不知所措，服务感觉很唐突。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴与个性化服务感
Service 服务
Staff does not decline any request without offering appropriate alternatives 员工不会拒绝任何请求，而是会提供适当的替代方案。
N/A 不适用
Guest Comfort & Convenience 客户舒适与便利
Service 服务
The guest is escorted to their table and provided with chair assistance 客人被 escorted 到他们的桌子旁，并提供椅子协助。
Yes 是的
The female host led the guests to a table, and chair assistance was provided. 女性主持人带领客人到桌子旁，并提供了椅子协助。
Efficiency 效率
Service 服务
Once the guest is seated, the table is politely greeted within one minute 一旦客人入座，桌子将在一分钟内礼貌地问候。
Yes 是的
Carly promptly greeted the table. 卡莉迅速问候了桌子。
Efficiency 效率
Service 服务
Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty 当客人的饮料完全喝空时，及时提供或补充饮料，通常在一分钟内。
Yes 是
Refills were promptly provided throughout the meal. 在整个用餐过程中，及时提供了饮料补充。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
If asked for menu recommendations, staff can provide helpful information 如果询问菜单推荐，工作人员可以提供有用的信息。
No 不
When asked for recommendations for refreshing salads, Carly mentioned that the Insalata Mista "RIVA" salad primarily featured kale, noting that some guests might find the texture of the kale rougher. However, she did not provide further details about the salad to help the guests make a decision. 当被询问推荐清爽的沙拉时，卡莉提到 Insalata Mista "RIVA" 沙拉主要以羽衣甘蓝为主，指出一些客人可能会觉得羽衣甘蓝的口感较粗。然而，她没有提供更多关于沙拉的详情，以帮助客人做出决定。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
Staff can helpfully discuss details of menu items 员工可以有帮助地讨论菜单项的详细信息。
Yes 是
When asked about the Insalata Mista "RIVA" dressing, Carly answered that it was a balsamic vinegar dressing. In addition, when guests inquired about how many slices the 10 -inch pizza could be cut into, Carly noted that it was usually divided into eight pieces but that the chef could customize the cut portions. 当被问及 Insalata Mista "RIVA"调料时，卡莉回答说这是一种香醋调料。此外，当客人询问 10 英寸的比萨饼可以切成多少片时，卡莉指出通常切成八片，但厨师可以根据需要进行定制切割。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
Staff can helpfully discuss beverage offerings 员工可以友好地讨论饮料选择
Yes 是的
When asked about the decaffeinated tea options, Carly mentioned that the available teas included jasmine, peppermint, chamomile, rose, and lemongrass. 当被问及无咖啡因茶的选择时，卡莉提到可供选择的茶包括茉莉花茶、薄荷茶、洋甘菊茶、玫瑰茶和香茅茶。
Efficiency 效率
Service 服务
After ordering, cold breakfasts are served within seven minutes 点餐后，冷早餐在七分钟内上桌。
N/A 不适用
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff is discreet and unintrusive throughout the experience, while remaining attentive No While the service was attentive, the guests found it intrusive. For instance, Carly approached the table numerous times to refill the tea cups despite the cup being half full on occasion, resulting in the service feeling intrusive. Additionally, when refilling the tea, Carly heard the guests' conversation and remarked on it, which the guests found inappropriate and unprofessional, as it made them feel their conversation was being overheard. Although Carly offered to escort the guests to the elevator after the meal, she overwhelmed them with gestures and questions, and the service felt intrusive.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff does not decline any request without offering appropriate alternatives N/A
Guest Comfort & Convenience Service The guest is escorted to their table and provided with chair assistance Yes The female host led the guests to a table, and chair assistance was provided.
Efficiency Service Once the guest is seated, the table is politely greeted within one minute Yes Carly promptly greeted the table.
Efficiency Service Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty Yes Refills were promptly provided throughout the meal.
Technical Execution, Skill & Knowledge Service If asked for menu recommendations, staff can provide helpful information No When asked for recommendations for refreshing salads, Carly mentioned that the Insalata Mista "RIVA" salad primarily featured kale, noting that some guests might find the texture of the kale rougher. However, she did not provide further details about the salad to help the guests make a decision.
Technical Execution, Skill & Knowledge Service Staff can helpfully discuss details of menu items Yes When asked about the Insalata Mista "RIVA" dressing, Carly answered that it was a balsamic vinegar dressing. In addition, when guests inquired about how many slices the 10 -inch pizza could be cut into, Carly noted that it was usually divided into eight pieces but that the chef could customize the cut portions.
Technical Execution, Skill & Knowledge Service Staff can helpfully discuss beverage offerings Yes When asked about the decaffeinated tea options, Carly mentioned that the available teas included jasmine, peppermint, chamomile, rose, and lemongrass.
Efficiency Service After ordering, cold breakfasts are served within seven minutes N/A | CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff is discreet and unintrusive throughout the experience, while remaining attentive | No | While the service was attentive, the guests found it intrusive. For instance, Carly approached the table numerous times to refill the tea cups despite the cup being half full on occasion, resulting in the service feeling intrusive. Additionally, when refilling the tea, Carly heard the guests' conversation and remarked on it, which the guests found inappropriate and unprofessional, as it made them feel their conversation was being overheard. Although Carly offered to escort the guests to the elevator after the meal, she overwhelmed them with gestures and questions, and the service felt intrusive. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff does not decline any request without offering appropriate alternatives | N/A | |
| Guest Comfort & Convenience | Service | The guest is escorted to their table and provided with chair assistance | Yes | The female host led the guests to a table, and chair assistance was provided. |
| Efficiency | Service | Once the guest is seated, the table is politely greeted within one minute | Yes | Carly promptly greeted the table. |
| Efficiency | Service | Refills or follow-up rounds are readily offered or provided within one minute of the guest's beverage being fully empty | Yes | Refills were promptly provided throughout the meal. |
| Technical Execution, Skill & Knowledge | Service | If asked for menu recommendations, staff can provide helpful information | No | When asked for recommendations for refreshing salads, Carly mentioned that the Insalata Mista "RIVA" salad primarily featured kale, noting that some guests might find the texture of the kale rougher. However, she did not provide further details about the salad to help the guests make a decision. |
| Technical Execution, Skill & Knowledge | Service | Staff can helpfully discuss details of menu items | Yes | When asked about the Insalata Mista "RIVA" dressing, Carly answered that it was a balsamic vinegar dressing. In addition, when guests inquired about how many slices the 10 -inch pizza could be cut into, Carly noted that it was usually divided into eight pieces but that the chef could customize the cut portions. |
| Technical Execution, Skill & Knowledge | Service | Staff can helpfully discuss beverage offerings | Yes | When asked about the decaffeinated tea options, Carly mentioned that the available teas included jasmine, peppermint, chamomile, rose, and lemongrass. |
| Efficiency | Service | After ordering, cold breakfasts are served within seven minutes | N/A | |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
and hot breakfasts within 10 minutes, unless advised otherwise by server 热早餐在十分钟内上桌，除非服务员另有通知。
Efficiency 效率
Service 服务
When applicable, the pace of the meal is consistent; the guest does not have to wait or wonder when the next step of service will occur 在适用的情况下，餐点的节奏是一致的；客人不必等待或想知道下一步服务何时会发生
Yes 是的
The meal was well-paced. 这顿饭的节奏很好。
Cleanliness & Condition 清洁与状况
Facility 设施
Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct. 菜单和账单夹状况完好，没有任何损坏。菜单语法正确。
No 不
The check presenter was in good condition, and the menu was grammatically correct. However, the cover of the beverage menu had a prominent pen mark, and one of the pages was stained. 账单夹状况良好，菜单语法正确。然而，饮料菜单的封面上有明显的笔迹，其中一页有污渍。
Wellness 健康
Service 服务
Menu and/or buffet includes at least two high quality healthconscious beverages 菜单和/或自助餐包括至少两种高质量的健康饮品
Yes 是
The beverage selections included healthy options, such as freshly pressed watermelon and carrot juices. 饮品选择包括健康选项，如新鲜榨的西瓜和胡萝卜汁。
Wellness 健康
Service 服务
Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered 菜单和/或自助餐提供多种营养集中选项；考虑到饮食限制
Yes 是
A variety of healthy options was available, such as lobster salad, Italian wedding soup, pan-fried salmon, roasted turbot, rigatoni with tomato and basil sauce, broccoli with pine nuts and raisin, and seasonal fruit plate. 提供多种健康选择，例如龙虾沙拉、意大利婚礼汤、煎三文鱼、烤大菱鲆、番茄罗勒酱通心粉、松子和葡萄干西兰花，以及时令水果拼盘。
Sense of Luxury 奢华的感觉
Service 服务
Menu and/or buffet provides an exceptional variety, including concept-driven specialty dishes 菜单和/或自助餐提供了卓越的多样性，包括概念驱动的特色菜肴
Yes 是
A variety of dishes were available. Interesting menu options included roasted free-range spring chicken with black truffle, tagliolini pasta with prawn carpaccio and lobster bisque, cappuccino soufflé with hazelnut sauce, and lemon cream cake with non-alcoholic mojito sorbet. 提供了多种菜肴。引人注目的菜单选项包括烤自由放养春鸡配黑松露、虾薄面和龙虾浓汤、拿铁蛋糕配榛子酱以及柠檬奶油蛋糕配非酒精莫吉托冰沙。
Food & Beverage Quality 食品与饮料质量
Service 服务
Hot foods and beverages are hot when served; cold foods and beverages are chilled 热的食物和饮料在上桌时是热的；冷的食物和饮料是冷却的
Yes 是
All items were served at the correct temperatures. 所有项目都在正确的温度下供应。
Wellness 健康
Service 服务
Foods and beverages are fresh and use high quality ingredients 食品和饮料都是新鲜的，并使用高质量的原料。
Yes 是
High quality, fresh ingredients were used. 使用了高质量的新鲜原料。
Food & Beverage Quality 食品与饮料的质量
Service 服务
Foods are flavorful and wellseasoned/balanced 食物味道鲜美并且调味均衡
Yes 是的
All foods were flavorful and well-seasoned. For instance, the bufala e crudo pizza was cooked with flavorful tomato sauce, and the salad dressing had tangy and slightly sweet notes. 所有食物都味道鲜美且调味良好。例如，bufala e crudo 比萨饼用美味的番茄酱烹制，沙拉酱则有酸味和略带甜味的风味。
Food & Beverage Quality 食品与饮料质量
Service 服务
Portions are appropriate 份量适中
Yes 是的
The portions were appropriate. 份量是适中的。
Food & Beverage Quality 食品和饮料质量
Service 服务
Food presentation is precise and carefully plated 食物的呈现精确而精心安排
Yes 是的
The dishes were precisely plated. As a note, the truffle fries surpassed the edges of the bowl and were not as neatly presented. 菜品的摆盘非常精确。需要注意的是，松露薯条超出了碗的边缘，呈现得不够整齐。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
and hot breakfasts within 10 minutes, unless advised otherwise by server
Efficiency Service When applicable, the pace of the meal is consistent; the guest does not have to wait or wonder when the next step of service will occur Yes The meal was well-paced.
Cleanliness & Condition Facility Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct. No The check presenter was in good condition, and the menu was grammatically correct. However, the cover of the beverage menu had a prominent pen mark, and one of the pages was stained.
Wellness Service Menu and/or buffet includes at least two high quality healthconscious beverages Yes The beverage selections included healthy options, such as freshly pressed watermelon and carrot juices.
Wellness Service Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered Yes A variety of healthy options was available, such as lobster salad, Italian wedding soup, pan-fried salmon, roasted turbot, rigatoni with tomato and basil sauce, broccoli with pine nuts and raisin, and seasonal fruit plate.
Sense of Luxury Service Menu and/or buffet provides an exceptional variety, including concept-driven specialty dishes Yes A variety of dishes were available. Interesting menu options included roasted free-range spring chicken with black truffle, tagliolini pasta with prawn carpaccio and lobster bisque, cappuccino soufflé with hazelnut sauce, and lemon cream cake with non-alcoholic mojito sorbet.
Food & Beverage Quality Service Hot foods and beverages are hot when served; cold foods and beverages are chilled Yes All items were served at the correct temperatures.
Wellness Service Foods and beverages are fresh and use high quality ingredients Yes High quality, fresh ingredients were used.
Food & Beverage Quality Service Foods are flavorful and wellseasoned/balanced Yes All foods were flavorful and well-seasoned. For instance, the bufala e crudo pizza was cooked with flavorful tomato sauce, and the salad dressing had tangy and slightly sweet notes.
Food & Beverage Quality Service Portions are appropriate Yes The portions were appropriate.
Food & Beverage Quality Service Food presentation is precise and carefully plated Yes The dishes were precisely plated. As a note, the truffle fries surpassed the edges of the bowl and were not as neatly presented.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | and hot breakfasts within 10 minutes, unless advised otherwise by server | | |
| Efficiency | Service | When applicable, the pace of the meal is consistent; the guest does not have to wait or wonder when the next step of service will occur | Yes | The meal was well-paced. |
| Cleanliness & Condition | Facility | Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct. | No | The check presenter was in good condition, and the menu was grammatically correct. However, the cover of the beverage menu had a prominent pen mark, and one of the pages was stained. |
| Wellness | Service | Menu and/or buffet includes at least two high quality healthconscious beverages | Yes | The beverage selections included healthy options, such as freshly pressed watermelon and carrot juices. |
| Wellness | Service | Menu and/or buffet offers a variety of nutritionally focused options; dietary restrictions are considered | Yes | A variety of healthy options was available, such as lobster salad, Italian wedding soup, pan-fried salmon, roasted turbot, rigatoni with tomato and basil sauce, broccoli with pine nuts and raisin, and seasonal fruit plate. |
| Sense of Luxury | Service | Menu and/or buffet provides an exceptional variety, including concept-driven specialty dishes | Yes | A variety of dishes were available. Interesting menu options included roasted free-range spring chicken with black truffle, tagliolini pasta with prawn carpaccio and lobster bisque, cappuccino soufflé with hazelnut sauce, and lemon cream cake with non-alcoholic mojito sorbet. |
| Food & Beverage Quality | Service | Hot foods and beverages are hot when served; cold foods and beverages are chilled | Yes | All items were served at the correct temperatures. |
| Wellness | Service | Foods and beverages are fresh and use high quality ingredients | Yes | High quality, fresh ingredients were used. |
| Food & Beverage Quality | Service | Foods are flavorful and wellseasoned/balanced | Yes | All foods were flavorful and well-seasoned. For instance, the bufala e crudo pizza was cooked with flavorful tomato sauce, and the salad dressing had tangy and slightly sweet notes. |
| Food & Beverage Quality | Service | Portions are appropriate | Yes | The portions were appropriate. |
| Food & Beverage Quality | Service | Food presentation is precise and carefully plated | Yes | The dishes were precisely plated. As a note, the truffle fries surpassed the edges of the bowl and were not as neatly presented. |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Food & Beverage Quality 食品和饮料质量
Service 服务
Cooking is done properly and as requested 烹饪已经按照要求正确完成
Yes 是的
All items were properly prepared, including the pizza dough, which was crisp and slightly charred outside with a pleasant, chewy and fluffy crust. The truffle fries were well cooked with a golden crispy exterior and fluffy interior. 所有菜品都被妥善准备，包括比萨饼面团，外脆微焦，内有愉悦的嚼劲和松软的口感。松露薯条烹饪得很好，外面金黄酥脆，里面松软。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
All items ordered are served accurately and server does not have to ask who ordered what 所有点的菜品都准确无误地上齐，服务员也不需要问谁点了什么。
Yes 是的
The meal was accurately served, and all items matched their descriptions. 餐点准确地提供，所有菜品与其描述相符。
Sense of Luxury 奢华的感觉
Service 服务
Condiments are elegantly presented 调料优雅地呈现
Yes 是
Condiments, such as the dip for the bread and the ketchup, were elegantly presented in elegant stoneware and porcelain ramekins. 调料，如面包的蘸酱和番茄酱，被优雅地放在精美的石器和瓷器的小碗中。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service 如果是自助餐，交通流动是便利的。有足够的菜肴和用具供自助使用。
N/A 不适用
Cleanliness & Condition 清洁与状况
Facility 设施
If a buffet, the appearance is exceptionally hygienic 如果是自助餐，外观非常卫生
N/A 不适用
Food & Beverage Quality 食品和饮料质量
Service 服务
If a buffet, the food is wellstocked, fresh and appetizing in overall appearance. There are not any dishes more than onequarter empty and there are not any juice pitchers more than half empty 如果是自助餐，食物充足、新鲜，整体外观令人垂涎。没有任何菜肴少于四分之一的空，果汁壶也没有超过一半的空。
N/A 不适用
Sense of Luxury 奢华的感觉
Service 服务
If a buffet, the presentation is exceptionally eye appealing and inviting 如果是自助餐，呈现方式非常引人注目且诱人
N/A 不适用
Guest Comfort & Convenience 客人舒适与便利
Service 服务
If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods 如果是自助餐，提供现点现做的个别制作蛋菜和/或其他热菜选项
N/A 不适用
Guest Comfort & Convenience 客人舒适与便利
Service 服务
If a buffet, all appropriate dishes are clearly and elegantly labeled 如果是自助餐，所有适当的菜肴都有清晰而优雅的标签
N/A 不适用
Guest Comfort & Convenience 客人舒适与便利
Service 服务
It is possible to receive a selection of specialty coffees and teas at any time 随时可以享用各种专业咖啡和茶
Yes 是的
Specialty hot beverages were available at all times. 随时提供特色热饮。
Sense of Luxury 奢华的感觉
Service 服务
Coffee and tea service is presented in a refined manner 咖啡和茶的服务呈现得非常精致。
Yes 是的
The teas were served in distinct teapots and matching teacups and saucers, and Carly elegantly poured the first cups of tea for the guests using stainless steel tea strainers. 茶水被分别装在不同的茶壶，以及配套的茶杯和茶碟中，卡莉优雅地为客人倒出了第一杯茶，使用不锈钢茶漏。
Cleanliness & Condition 清洁与状况
Facility 设施
Table is in excellent condition and completely clean 桌子状态极好，完全干净。
No 不
While the table was well maintained, the base of the table had excessive, small pieces of debris. 尽管桌子维护得很好，但桌子的底部有过多的小碎屑。
Cleanliness & Condition 清洁与状况
Facility 设施
Cloth napkins are used and are in excellent condition, clean and pressed 布制餐巾被使用过，状况极好，干净且熨烫平整
Yes 是的
The cloth napkins were clean, pressed and free of wear. 布制餐巾干净、熨烫平整且没有磨损。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Food & Beverage Quality Service Cooking is done properly and as requested Yes All items were properly prepared, including the pizza dough, which was crisp and slightly charred outside with a pleasant, chewy and fluffy crust. The truffle fries were well cooked with a golden crispy exterior and fluffy interior.
Technical Execution, Skill & Knowledge Service All items ordered are served accurately and server does not have to ask who ordered what Yes The meal was accurately served, and all items matched their descriptions.
Sense of Luxury Service Condiments are elegantly presented Yes Condiments, such as the dip for the bread and the ketchup, were elegantly presented in elegant stoneware and porcelain ramekins.
Guest Comfort & Convenience Service If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service N/A
Cleanliness & Condition Facility If a buffet, the appearance is exceptionally hygienic N/A
Food & Beverage Quality Service If a buffet, the food is wellstocked, fresh and appetizing in overall appearance. There are not any dishes more than onequarter empty and there are not any juice pitchers more than half empty N/A
Sense of Luxury Service If a buffet, the presentation is exceptionally eye appealing and inviting N/A
Guest Comfort & Convenience Service If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods N/A
Guest Comfort & Convenience Service If a buffet, all appropriate dishes are clearly and elegantly labeled N/A
Guest Comfort & Convenience Service It is possible to receive a selection of specialty coffees and teas at any time Yes Specialty hot beverages were available at all times.
Sense of Luxury Service Coffee and tea service is presented in a refined manner Yes The teas were served in distinct teapots and matching teacups and saucers, and Carly elegantly poured the first cups of tea for the guests using stainless steel tea strainers.
Cleanliness & Condition Facility Table is in excellent condition and completely clean No While the table was well maintained, the base of the table had excessive, small pieces of debris.
Cleanliness & Condition Facility Cloth napkins are used and are in excellent condition, clean and pressed Yes The cloth napkins were clean, pressed and free of wear.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Food & Beverage Quality | Service | Cooking is done properly and as requested | Yes | All items were properly prepared, including the pizza dough, which was crisp and slightly charred outside with a pleasant, chewy and fluffy crust. The truffle fries were well cooked with a golden crispy exterior and fluffy interior. |
| Technical Execution, Skill & Knowledge | Service | All items ordered are served accurately and server does not have to ask who ordered what | Yes | The meal was accurately served, and all items matched their descriptions. |
| Sense of Luxury | Service | Condiments are elegantly presented | Yes | Condiments, such as the dip for the bread and the ketchup, were elegantly presented in elegant stoneware and porcelain ramekins. |
| Guest Comfort & Convenience | Service | If a buffet, the traffic flow is convenient. There are ample dishes and utensils for self-service | N/A | |
| Cleanliness & Condition | Facility | If a buffet, the appearance is exceptionally hygienic | N/A | |
| Food & Beverage Quality | Service | If a buffet, the food is wellstocked, fresh and appetizing in overall appearance. There are not any dishes more than onequarter empty and there are not any juice pitchers more than half empty | N/A | |
| Sense of Luxury | Service | If a buffet, the presentation is exceptionally eye appealing and inviting | N/A | |
| Guest Comfort & Convenience | Service | If a buffet, there is an a la minute option for individual preparation of egg dishes and/or other hot foods | N/A | |
| Guest Comfort & Convenience | Service | If a buffet, all appropriate dishes are clearly and elegantly labeled | N/A | |
| Guest Comfort & Convenience | Service | It is possible to receive a selection of specialty coffees and teas at any time | Yes | Specialty hot beverages were available at all times. |
| Sense of Luxury | Service | Coffee and tea service is presented in a refined manner | Yes | The teas were served in distinct teapots and matching teacups and saucers, and Carly elegantly poured the first cups of tea for the guests using stainless steel tea strainers. |
| Cleanliness & Condition | Facility | Table is in excellent condition and completely clean | No | While the table was well maintained, the base of the table had excessive, small pieces of debris. |
| Cleanliness & Condition | Facility | Cloth napkins are used and are in excellent condition, clean and pressed | Yes | The cloth napkins were clean, pressed and free of wear. |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Cleanliness & Condition 清洁与状况
Facility 设施
The guest's seating area is clean and in excellent condition 客人的休息区干净并且状况良好
No 不
While the seating area was spotless, the chairs had prominent dents and scratches. 虽然休息区一尘不染，但椅子上有明显的凹痕和划痕。
Cleanliness & Condition 清洁与状况
Facility 设施
Serviceware is in excellent condition, completely clean and hygienic in appearance 餐具状况良好，完全干净且外观卫生。
No 不
While other serviceware was clean and in good condition, the golden rim of the teapot was discolored and faded, and the cutlery had prominent scratches and dents. In addition, the water glass had a dried water stain. 虽然其他的餐具干净且状况良好，但茶壶的金边变色和褪色，餐具上有明显的划痕和凹痕。此外，水杯上有干水迹。
Sense of Luxury 奢华的感觉
Facility 设施
Serviceware is of excellent quality and cohesive in appearance 餐具质量优秀，外观统一。
Yes 是的
The serviceware was coordinated and of excellent quality. 餐具搭配协调，质量非常好。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
All proper cutlery is provided 所有合适的餐具都已提供
Yes 是的
All required cutlery was provided. 所有必需的餐具都已提供。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
Removal of soiled dishes is convenient 清理脏盘子的工作很方便
Yes 是的
Staff removed soiled dishes as necessary throughout the meal. 工作人员在用餐过程中酌情清理了脏盘子。
Efficiency 效率
Service 服务
The presentation of the bill is prompt 账单的呈递迅速。
Yes 是的
The bill was presented shortly after the guests' request. 在客人请求后不久，账单就被呈递出来。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
The bill is accurate 账单是准确的
Yes 是的
All charges on the bill were correct. 账单上的所有费用都是正确的。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
The dining room exhibits a wellorganized and professional appearance; tables are uniformly set 餐厅展现出井然有序和专业的外观；桌子统一摆放。
Yes 是的
The dining room was organized and professional. Tables were uniformly set. 餐厅井然有序，专业化。桌子被统一摆放。
Efficiency 效率
Service 服务
Vacated tables are cleared within five minutes 空闲的桌子在五分钟内被清理。
Yes 是的
Vacated tables were cleared in a timely manner. 空闲的桌子及时被清理。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate 餐饮环境舒适，温度适宜，如果使用音响系统，音量也合适。
Yes 是的
The environment, including the temperature, was comfortable. 环境，包括温度，都是舒适的。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
The seating and table arrangement are comfortable, including ample tabletop space 座位和桌子安排舒适，包括宽敞的桌面空间。
Yes 是的
There was plenty of room at the table, and the seating was comfortable. 桌子上有足够的空间，座位也很舒适。
Efficiency 效率
Service 服务
The service is handled without excessive delays or interruptions 服务没有过多的延迟或干扰。
Yes 是的
The service was prompt and free of excessive interruptions. 服务迅速，且没有过多的干扰。
Sustainability 可持续性
Menu offerings include sustainably sourced options 菜单提供可持续来源的选项
No Compliance 不合规
Free-range spring chicken, sustainably sourced broccoli, pine nuts, and raisins, as well as zucchini, were marked with sustainably sourced ingredients on the menu; however, the guests were not made aware of other sustainably sourced options, and 自由放养的春鸡、可持续来源的西兰花、松子和葡萄干，以及西葫芦，在菜单上标注了可持续来源的成分；然而，客人们并未被告知其他可持续来源的选项，
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Cleanliness & Condition Facility The guest's seating area is clean and in excellent condition No While the seating area was spotless, the chairs had prominent dents and scratches.
Cleanliness & Condition Facility Serviceware is in excellent condition, completely clean and hygienic in appearance No While other serviceware was clean and in good condition, the golden rim of the teapot was discolored and faded, and the cutlery had prominent scratches and dents. In addition, the water glass had a dried water stain.
Sense of Luxury Facility Serviceware is of excellent quality and cohesive in appearance Yes The serviceware was coordinated and of excellent quality.
Technical Execution, Skill & Knowledge Service All proper cutlery is provided Yes All required cutlery was provided.
Technical Execution, Skill & Knowledge Service Removal of soiled dishes is convenient Yes Staff removed soiled dishes as necessary throughout the meal.
Efficiency Service The presentation of the bill is prompt Yes The bill was presented shortly after the guests' request.
Technical Execution, Skill & Knowledge Service The bill is accurate Yes All charges on the bill were correct.
Technical Execution, Skill & Knowledge Service The dining room exhibits a wellorganized and professional appearance; tables are uniformly set Yes The dining room was organized and professional. Tables were uniformly set.
Efficiency Service Vacated tables are cleared within five minutes Yes Vacated tables were cleared in a timely manner.
Guest Comfort & Convenience Service The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate Yes The environment, including the temperature, was comfortable.
Guest Comfort & Convenience Service The seating and table arrangement are comfortable, including ample tabletop space Yes There was plenty of room at the table, and the seating was comfortable.
Efficiency Service The service is handled without excessive delays or interruptions Yes The service was prompt and free of excessive interruptions.
Sustainability Menu offerings include sustainably sourced options No Compliance Free-range spring chicken, sustainably sourced broccoli, pine nuts, and raisins, as well as zucchini, were marked with sustainably sourced ingredients on the menu; however, the guests were not made aware of other sustainably sourced options, and| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Cleanliness & Condition | Facility | The guest's seating area is clean and in excellent condition | No | While the seating area was spotless, the chairs had prominent dents and scratches. |
| Cleanliness & Condition | Facility | Serviceware is in excellent condition, completely clean and hygienic in appearance | No | While other serviceware was clean and in good condition, the golden rim of the teapot was discolored and faded, and the cutlery had prominent scratches and dents. In addition, the water glass had a dried water stain. |
| Sense of Luxury | Facility | Serviceware is of excellent quality and cohesive in appearance | Yes | The serviceware was coordinated and of excellent quality. |
| Technical Execution, Skill & Knowledge | Service | All proper cutlery is provided | Yes | All required cutlery was provided. |
| Technical Execution, Skill & Knowledge | Service | Removal of soiled dishes is convenient | Yes | Staff removed soiled dishes as necessary throughout the meal. |
| Efficiency | Service | The presentation of the bill is prompt | Yes | The bill was presented shortly after the guests' request. |
| Technical Execution, Skill & Knowledge | Service | The bill is accurate | Yes | All charges on the bill were correct. |
| Technical Execution, Skill & Knowledge | Service | The dining room exhibits a wellorganized and professional appearance; tables are uniformly set | Yes | The dining room was organized and professional. Tables were uniformly set. |
| Efficiency | Service | Vacated tables are cleared within five minutes | Yes | Vacated tables were cleared in a timely manner. |
| Guest Comfort & Convenience | Service | The dining environment is comfortable, temperature is appropriate and if a sound system is used, the volume is appropriate | Yes | The environment, including the temperature, was comfortable. |
| Guest Comfort & Convenience | Service | The seating and table arrangement are comfortable, including ample tabletop space | Yes | There was plenty of room at the table, and the seating was comfortable. |
| Efficiency | Service | The service is handled without excessive delays or interruptions | Yes | The service was prompt and free of excessive interruptions. |
| | Sustainability | Menu offerings include sustainably sourced options | No Compliance | Free-range spring chicken, sustainably sourced broccoli, pine nuts, and raisins, as well as zucchini, were marked with sustainably sourced ingredients on the menu; however, the guests were not made aware of other sustainably sourced options, and |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估员观察
the sustainably sourced options were less than quarter of the dinner menu offerings. 可持续来源的选项在晚餐菜单中的比例不到四分之一。
Sustainability 可持续性
Efforts are made to reduce sin-gle-use plastic 努力减少一次性塑料
Partial Compliance 部分合规
The wet wipes were packaged in plastic, as well as plastic gloves for the pizza were provided. The meal was otherwise plasticfree. 湿巾包装在塑料中，披萨也提供了塑料手套。其他餐食则没有使用塑料。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
the sustainably sourced options were less than quarter of the dinner menu offerings.
Sustainability Efforts are made to reduce sin-gle-use plastic Partial Compliance The wet wipes were packaged in plastic, as well as plastic gloves for the pizza were provided. The meal was otherwise plasticfree.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | | | the sustainably sourced options were less than quarter of the dinner menu offerings. |
| | Sustainability | Efforts are made to reduce sin-gle-use plastic | Partial Compliance | The wet wipes were packaged in plastic, as well as plastic gloves for the pizza were provided. The meal was otherwise plasticfree. |
Colde - male bar server, attended to the guests' bar visit by answering their menu questions, served the drinks, and processed the bill.
Male bartender - offered follow-up round of the cocktails and refilled the water glasses.
Colde - male bar server, attended to the guests' bar visit by answering their menu questions, served the drinks, and processed the bill.
Male bartender - offered follow-up round of the cocktails and refilled the water glasses.| Colde - male bar server, attended to the guests' bar visit by answering their menu questions, served the drinks, and processed the bill. |
| :--- |
| Male bartender - offered follow-up round of the cocktails and refilled the water glasses. |
Courtesy & Manners 礼仪与举止
Service 服务
Staff is highly articulate and avoids slang and excessive use of phrase-fragments 员工非常善于表达，避免使用俚语和过多的短语片段
Yes 是的
Staff spoke eloquently, such as when the male bartender asked, "Do you want to have another round of cocktails?" 工作人员表达得很优雅，比如当男性调酒师问：“您还想再来一轮鸡尾酒吗？”
Courtesy & Manners 礼仪与举止
Service 服务
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 员工礼貌且在互动过程中保持优雅的语气和适当的速度
Yes 是的
Staff spoke politely and at an appropriate pace. 工作人员礼貌地说话，语速适中。
Courtesy & Manners 礼仪与举止
Service 服务
Staff readily smiles and maintains an engaging expression 员工面带微笑，保持着引人入胜的神情
Yes 是的
Staff smiled warmly and maintained engaging expressions. 员工热情微笑，并保持引人入胜的表情。
Courtesy & Manners 礼仪与举止
Service 服务
Staff makes eye contact and keeps focus on the guest 员工与客人进行眼神交流，并保持专注。
Yes 是的
During the interactions, staff made eye contact and remained focused. 在互动中，员工进行了眼神交流，并保持专注。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴与个性化服务意识
Service 服务
Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful 员工表现出对客人真正的兴趣和关心，并在适当和有帮助时展示提前服务的能力。
No 不
Staff did not exhibit a genuine sense of interest in the guests, such as by asking about their enjoyment of their bar visit or the cocktails. During the experience, Colde approached the table and asked if the guests could leave a good comment for the bar at the Dianping platform. He mentioned that he would prepare two glasses of freshly pressed apple juices for them to thank them for their comments. However, he did not ask if the guests enjoyed the visit before asking them to do so. 员工没有表现出对客人真正的兴趣，比如询问他们在酒吧的体验或鸡尾酒的感觉。在体验过程中，Colde 走到桌边，询问客人是否可以在大众点评平台上留下好的评论。他提到他会为他们准备两杯新鲜压榨的苹果汁，以感谢他们的评论。然而，他并没有在要求他们这样做之前询问客人是否喜欢这次访问。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them 并没有必要提示员工，因为他们已经预见了所有要求并自动提供或提供了这些要求。
No 不
The guests had to prompt Colde to refill the snacks 16 minutes after the bowls remained empty. Their needs were otherwise readily anticipated. 客人们在碗空置 16 分钟后不得不提示科尔德续补零食。他们的需求则被迅速预见。
Overall 81.40% (35/43) "Service
Facility" " 81.58\% (31/38)
80.00%(4//5)"
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Service State the venue tested Sky 59 Rooftop
Service State each staff member included in this section and what they did "Colde - male bar server, attended to the guests' bar visit by answering their menu questions, served the drinks, and processed the bill.
Male bartender - offered follow-up round of the cocktails and refilled the water glasses."
Courtesy & Manners Service Staff is highly articulate and avoids slang and excessive use of phrase-fragments Yes Staff spoke eloquently, such as when the male bartender asked, "Do you want to have another round of cocktails?"
Courtesy & Manners Service Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Yes Staff spoke politely and at an appropriate pace.
Courtesy & Manners Service Staff readily smiles and maintains an engaging expression Yes Staff smiled warmly and maintained engaging expressions.
Courtesy & Manners Service Staff makes eye contact and keeps focus on the guest Yes During the interactions, staff made eye contact and remained focused.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful No Staff did not exhibit a genuine sense of interest in the guests, such as by asking about their enjoyment of their bar visit or the cocktails. During the experience, Colde approached the table and asked if the guests could leave a good comment for the bar at the Dianping platform. He mentioned that he would prepare two glasses of freshly pressed apple juices for them to thank them for their comments. However, he did not ask if the guests enjoyed the visit before asking them to do so.
Guest Comfort & Convenience Service It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them No The guests had to prompt Colde to refill the snacks 16 minutes after the bowls remained empty. Their needs were otherwise readily anticipated.| Overall | 81.40% (35/43) | | Service <br> Facility | $\begin{aligned} & \text { 81.58\% (31/38) } \\ & 80.00 \%(4 / 5) \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| | Service | State the venue tested | | Sky 59 Rooftop |
| | Service | State each staff member included in this section and what they did | | Colde - male bar server, attended to the guests' bar visit by answering their menu questions, served the drinks, and processed the bill. <br> Male bartender - offered follow-up round of the cocktails and refilled the water glasses. |
| Courtesy & Manners | Service | Staff is highly articulate and avoids slang and excessive use of phrase-fragments | Yes | Staff spoke eloquently, such as when the male bartender asked, "Do you want to have another round of cocktails?" |
| Courtesy & Manners | Service | Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction | Yes | Staff spoke politely and at an appropriate pace. |
| Courtesy & Manners | Service | Staff readily smiles and maintains an engaging expression | Yes | Staff smiled warmly and maintained engaging expressions. |
| Courtesy & Manners | Service | Staff makes eye contact and keeps focus on the guest | Yes | During the interactions, staff made eye contact and remained focused. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful | No | Staff did not exhibit a genuine sense of interest in the guests, such as by asking about their enjoyment of their bar visit or the cocktails. During the experience, Colde approached the table and asked if the guests could leave a good comment for the bar at the Dianping platform. He mentioned that he would prepare two glasses of freshly pressed apple juices for them to thank them for their comments. However, he did not ask if the guests enjoyed the visit before asking them to do so. |
| Guest Comfort & Convenience | Service | It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them | No | The guests had to prompt Colde to refill the snacks 16 minutes after the bowls remained empty. Their needs were otherwise readily anticipated. |
TRAVELGUIDE 旅行指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :--- | :--- | :--- | :--- | :--- | :--- |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Efficiency 效率
Service 服务
Follow-up rounds are discreetly offered within one minute of glass being empty 在饮料空了之后，一分钟内会悄悄提供续杯
No 不
The male bartender asked if the guests would like to order a second round of cocktails eight minutes after the glasses were fully emptied on the table. However, their water glasses were readily refilled. 男调酒师在客人饮料喝完八分钟后询问他们是否想再点一轮鸡尾酒。然而，他们的水杯很快就被重新加满了。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
All items ordered are served accurately and server does not have to ask who ordered what 所有下的单都是准确上菜，服务员不需要问谁点了什么
Yes 是的
All items were accurately served. 所有项目都已准确提供。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
Wine by the glass service includes demonstration of the label and pouring at the table 杯装葡萄酒服务包括在桌子上演示酒标和倒酒。
N/A 不适用
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴与个性化服务意识
Service 服务
Wine by the glass service includes an offer of a tasting sample 杯装葡萄酒服务包括提供品尝样品。
N/A 不适用
Sense of Luxury 奢华的感觉
Service 服务
Mixed drinks/cocktails are dynamically interesting and/or photogenic 混合饮料/鸡尾酒具有动态的趣味性和/或上镜性
No 不
Though the Sakura-tini had an attractive fan-shaped holder to elevate the presentation, the drink presentation was standard and may have benefited from a garnish. The Shapeless was served in a glass with a thin layer of matcha liquid garnishing the top; and surrounded by a small amount of foam. The presentation was not dynamically interesting. The Sakura-tini was more photogenic due to the elevated wooden fan it was presented on. 尽管樱花马提尼有一个吸引人的扇形支架来提升呈现效果，但饮品的呈现仍然比较普通，可能会因加饰而受益。无形之物则在一杯中呈现，顶部镶有一层薄薄的抹茶液，并且周围围绕着少量泡沫。呈现并不十分吸引眼球。樱花马提尼由于放在高高的木质扇子上，更加上镜。
Sense of Luxury 奢华的感觉
Service 服务
Beverages will be served in high quality glassware completely appropriate to the drink 饮品将使用高质量的玻璃器皿供应，完全适合饮品。
Yes 是的
High quality and appropriate glassware was used. 使用了高质量和适当的玻璃器皿。
Food & Beverage Quality 食品与饮料质量
Service 服务
Beverages are served at appropriate temperatures 饮料在适当的温度下供应
Yes 是的
The beverages were served at the correct temperature. 饮料在正确的温度下供应。
Food & Beverage Quality 食品和饮料质量
Service 服务
Beverage pours/portions are appropriate 饮料的倒出/分量适当
Yes 是的
The drinks were generously poured. 饮料倒得很足。
Food & Beverage Quality 食品与饮料质量
Service 服务
Mixed drinks and cocktails are correctly prepared and well-balanced 混合饮料和鸡尾酒调配得当，口感平衡。
Yes 是的
The Sakura-tini and Shapeless cocktails had a well-balanced flavor. 樱花鸡尾酒和无形鸡尾酒的味道平衡得很好。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
Staff attentively maintains tabletop/bar counter area 员工认真维护桌子/吧台区域
No 不
The tabletop was not attentively maintained. For example, the emptied snack bowls remained on the table for more than 10 minutes and were not removed. When Colde served the new tray of snacks after the guests requested it, he also did not remove the soiled tray. In addition, the soiled cocktail glasses remained on the table for eight minutes, and when the male bartender removed the soiled glasses after offering the second round, he left the cardboard coaster on the table, where it remained for the rest of the visit. 桌子没有得到认真维护。例如，空的零食碗在桌子上放置了超过 10 分钟，并没有被清理。当 Colde 在客人要求之后提供新的零食托盘时，他也没有移除脏托盘。 此外，污垢的鸡尾酒杯在桌子上放了八分钟，当男调酒师在提供第二轮时移走了污垢的杯子时，他把纸杯垫留在了桌子上，直到访问结束它都在那儿。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Efficiency Service Follow-up rounds are discreetly offered within one minute of glass being empty No The male bartender asked if the guests would like to order a second round of cocktails eight minutes after the glasses were fully emptied on the table. However, their water glasses were readily refilled.
Technical Execution, Skill & Knowledge Service All items ordered are served accurately and server does not have to ask who ordered what Yes All items were accurately served.
Technical Execution, Skill & Knowledge Service Wine by the glass service includes demonstration of the label and pouring at the table N/A
Graciousness, Thoughtfulness & Sense of Personalized Service Service Wine by the glass service includes an offer of a tasting sample N/A
Sense of Luxury Service Mixed drinks/cocktails are dynamically interesting and/or photogenic No Though the Sakura-tini had an attractive fan-shaped holder to elevate the presentation, the drink presentation was standard and may have benefited from a garnish. The Shapeless was served in a glass with a thin layer of matcha liquid garnishing the top; and surrounded by a small amount of foam. The presentation was not dynamically interesting. The Sakura-tini was more photogenic due to the elevated wooden fan it was presented on.
Sense of Luxury Service Beverages will be served in high quality glassware completely appropriate to the drink Yes High quality and appropriate glassware was used.
Food & Beverage Quality Service Beverages are served at appropriate temperatures Yes The beverages were served at the correct temperature.
Food & Beverage Quality Service Beverage pours/portions are appropriate Yes The drinks were generously poured.
Food & Beverage Quality Service Mixed drinks and cocktails are correctly prepared and well-balanced Yes The Sakura-tini and Shapeless cocktails had a well-balanced flavor.
Technical Execution, Skill & Knowledge Service Staff attentively maintains tabletop/bar counter area No The tabletop was not attentively maintained. For example, the emptied snack bowls remained on the table for more than 10 minutes and were not removed. When Colde served the new tray of snacks after the guests requested it, he also did not remove the soiled tray. In addition, the soiled cocktail glasses remained on the table for eight minutes, and when the male bartender removed the soiled glasses after offering the second round, he left the cardboard coaster on the table, where it remained for the rest of the visit.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Efficiency | Service | Follow-up rounds are discreetly offered within one minute of glass being empty | No | The male bartender asked if the guests would like to order a second round of cocktails eight minutes after the glasses were fully emptied on the table. However, their water glasses were readily refilled. |
| Technical Execution, Skill & Knowledge | Service | All items ordered are served accurately and server does not have to ask who ordered what | Yes | All items were accurately served. |
| Technical Execution, Skill & Knowledge | Service | Wine by the glass service includes demonstration of the label and pouring at the table | N/A | |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Wine by the glass service includes an offer of a tasting sample | N/A | |
| Sense of Luxury | Service | Mixed drinks/cocktails are dynamically interesting and/or photogenic | No | Though the Sakura-tini had an attractive fan-shaped holder to elevate the presentation, the drink presentation was standard and may have benefited from a garnish. The Shapeless was served in a glass with a thin layer of matcha liquid garnishing the top; and surrounded by a small amount of foam. The presentation was not dynamically interesting. The Sakura-tini was more photogenic due to the elevated wooden fan it was presented on. |
| Sense of Luxury | Service | Beverages will be served in high quality glassware completely appropriate to the drink | Yes | High quality and appropriate glassware was used. |
| Food & Beverage Quality | Service | Beverages are served at appropriate temperatures | Yes | The beverages were served at the correct temperature. |
| Food & Beverage Quality | Service | Beverage pours/portions are appropriate | Yes | The drinks were generously poured. |
| Food & Beverage Quality | Service | Mixed drinks and cocktails are correctly prepared and well-balanced | Yes | The Sakura-tini and Shapeless cocktails had a well-balanced flavor. |
| Technical Execution, Skill & Knowledge | Service | Staff attentively maintains tabletop/bar counter area | No | The tabletop was not attentively maintained. For example, the emptied snack bowls remained on the table for more than 10 minutes and were not removed. When Colde served the new tray of snacks after the guests requested it, he also did not remove the soiled tray. In addition, the soiled cocktail glasses remained on the table for eight minutes, and when the male bartender removed the soiled glasses after offering the second round, he left the cardboard coaster on the table, where it remained for the rest of the visit. |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估员观察
Cleanliness & Condition 清洁与状况
Facility 设施
Beverage menu and check presenter are in pristine condition, free of any damage. Beverage menu is grammatically correct 饮品菜单和账单呈现器状况完好，无任何损坏。饮品菜单语法正确。
Yes 是的
The beverage menu and check presenter were in excellent condition, and the menu was grammatically correct. 饮品菜单和账单呈现器状况极佳，菜单内容语法正确。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Beverage menu includes an exceptional and interesting variety of top-quality liquors and beers. Wines by the glass are also listed 饮料菜单包括种类丰富且独特的高品质烈酒和啤酒，玻璃杯的葡萄酒也有列出。
Yes 是的
Top quality liquors, beers and wines were listed on the menu. 菜单上列出了顶级液体、啤酒和葡萄酒。
Sense of Luxury 奢华的感觉
Service 服务
At least three well-chosen and diverse red wines, three white wines and one Champagne/ sparkling wine are available by the glass 至少有三种精选且多样的红葡萄酒、三种白葡萄酒和一款香槟/起泡酒可按杯出售。
Yes 是的
An appropriate number of well-chosen wines by the glass was available. 提供了适量的精心挑选的杯装葡萄酒。
Sense of Luxury 奢华的感觉
Service 服务
Menu includes an exceptional specialty offering 菜单包括一款杰出的特色菜品。
Yes 是的
The bar offered an exciting cocktail specialty menu that was inspired by the historical story of the Longhua Airport in Shanghai and featured four sections of the signature cocktail offerings in the theme of aviation and voyage. 酒吧提供了一个令人兴奋的鸡尾酒特色菜单，灵感来自上海龙华机场的历史故事，特色鸡尾酒的主题分为四个部分，围绕航空和航行的主题。
Wellness 健康
Service 服务
Beverage menu features at least two high quality non-alcoholic beverage options 饮品菜单至少提供两种高质量非酒精饮料选项
Yes 是的
A selection of non-alcoholic beverages was provided, such as two mocktails, the evergreen tree and the cherry on top. Additionally, two special pamper drinks with jujube and almond. 提供了一系列非酒精饮料，例如两种无酒精鸡尾酒——常青树和樱桃之顶。此外，还有两种特别的养生饮品，含有枣和杏仁。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
At least one fresh snack is offered with the drinks 至少提供一种新鲜小吃与饮品搭配
Yes 是的
Three fresh snacks were provided with the ordered drinks. 提供了三种新鲜小吃与点餐的饮品搭配。
Sense of Luxury 奢华的感觉
Service 服务
If provided, snacks are of extremely high quality and distinctive in presentation 如果提供的话，小吃的质量极高，呈现方式独特。
Yes 是的
The high-quality snacks included savory housemade dried chili crisps with peanuts, crunchy deep-fried dumpling skins, and crispy dried clove fish with peanuts, elegantly presented in premium stainless steel bowls on a black-stone tray. 高质量的小吃包括自制干辣椒脆片配花生、酥脆的油炸饺子皮和脆干丁香鱼配花生，优雅地呈现在高档不锈钢碗中，放在黑石托盘上。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
If snacks are served, napkins are provided 如果提供小吃，则会提供餐巾纸
Yes 是的
Napkins were provided with the snacks. 餐巾纸与小吃一起提供。
Sense of Luxury 奢华的感觉
Facility 设施
If provided, napkins are made of linen or cotton 如果提供的话，餐巾纸由亚麻或棉制成。
Yes 是的
Linen napkins were provided. 提供了亚麻餐巾纸。
Sense of Luxury 奢华的感觉
Service 服务
All drinks are served on distinctive coasters 所有饮料都放在独特的杯垫上
No 不
Though the signature cocktails and the water glasses were served on high-quality cardboard coasters with the bar's logo, the apple juice glasses were directly placed on the table. 尽管招牌鸡尾酒和水杯是放在带有酒吧标志的高质量纸杯垫上，但苹果汁杯则直接放在桌子上。
Cleanliness & Condition 清洁与状况
Facility 设施
Serviceware is in excellent condition and completely clean and hygienic in appearance 餐具状况良好，外观完全干净卫生
Yes 是的
All serviceware was spotless and in excellent condition. 所有餐具都一尘不染，状况极佳。
Cleanliness & Condition 清洁与状况
Facility 设施
The guest's seating area is clean and in excellent condition 客人的就座区域干净且状况良好
No 不
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Cleanliness & Condition Facility Beverage menu and check presenter are in pristine condition, free of any damage. Beverage menu is grammatically correct Yes The beverage menu and check presenter were in excellent condition, and the menu was grammatically correct.
Guest Comfort & Convenience Service Beverage menu includes an exceptional and interesting variety of top-quality liquors and beers. Wines by the glass are also listed Yes Top quality liquors, beers and wines were listed on the menu.
Sense of Luxury Service At least three well-chosen and diverse red wines, three white wines and one Champagne/ sparkling wine are available by the glass Yes An appropriate number of well-chosen wines by the glass was available.
Sense of Luxury Service Menu includes an exceptional specialty offering Yes The bar offered an exciting cocktail specialty menu that was inspired by the historical story of the Longhua Airport in Shanghai and featured four sections of the signature cocktail offerings in the theme of aviation and voyage.
Wellness Service Beverage menu features at least two high quality non-alcoholic beverage options Yes A selection of non-alcoholic beverages was provided, such as two mocktails, the evergreen tree and the cherry on top. Additionally, two special pamper drinks with jujube and almond.
Guest Comfort & Convenience Service At least one fresh snack is offered with the drinks Yes Three fresh snacks were provided with the ordered drinks.
Sense of Luxury Service If provided, snacks are of extremely high quality and distinctive in presentation Yes The high-quality snacks included savory housemade dried chili crisps with peanuts, crunchy deep-fried dumpling skins, and crispy dried clove fish with peanuts, elegantly presented in premium stainless steel bowls on a black-stone tray.
Guest Comfort & Convenience Service If snacks are served, napkins are provided Yes Napkins were provided with the snacks.
Sense of Luxury Facility If provided, napkins are made of linen or cotton Yes Linen napkins were provided.
Sense of Luxury Service All drinks are served on distinctive coasters No Though the signature cocktails and the water glasses were served on high-quality cardboard coasters with the bar's logo, the apple juice glasses were directly placed on the table.
Cleanliness & Condition Facility Serviceware is in excellent condition and completely clean and hygienic in appearance Yes All serviceware was spotless and in excellent condition.
Cleanliness & Condition Facility The guest's seating area is clean and in excellent condition No | CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Cleanliness & Condition | Facility | Beverage menu and check presenter are in pristine condition, free of any damage. Beverage menu is grammatically correct | Yes | The beverage menu and check presenter were in excellent condition, and the menu was grammatically correct. |
| Guest Comfort & Convenience | Service | Beverage menu includes an exceptional and interesting variety of top-quality liquors and beers. Wines by the glass are also listed | Yes | Top quality liquors, beers and wines were listed on the menu. |
| Sense of Luxury | Service | At least three well-chosen and diverse red wines, three white wines and one Champagne/ sparkling wine are available by the glass | Yes | An appropriate number of well-chosen wines by the glass was available. |
| Sense of Luxury | Service | Menu includes an exceptional specialty offering | Yes | The bar offered an exciting cocktail specialty menu that was inspired by the historical story of the Longhua Airport in Shanghai and featured four sections of the signature cocktail offerings in the theme of aviation and voyage. |
| Wellness | Service | Beverage menu features at least two high quality non-alcoholic beverage options | Yes | A selection of non-alcoholic beverages was provided, such as two mocktails, the evergreen tree and the cherry on top. Additionally, two special pamper drinks with jujube and almond. |
| Guest Comfort & Convenience | Service | At least one fresh snack is offered with the drinks | Yes | Three fresh snacks were provided with the ordered drinks. |
| Sense of Luxury | Service | If provided, snacks are of extremely high quality and distinctive in presentation | Yes | The high-quality snacks included savory housemade dried chili crisps with peanuts, crunchy deep-fried dumpling skins, and crispy dried clove fish with peanuts, elegantly presented in premium stainless steel bowls on a black-stone tray. |
| Guest Comfort & Convenience | Service | If snacks are served, napkins are provided | Yes | Napkins were provided with the snacks. |
| Sense of Luxury | Facility | If provided, napkins are made of linen or cotton | Yes | Linen napkins were provided. |
| Sense of Luxury | Service | All drinks are served on distinctive coasters | No | Though the signature cocktails and the water glasses were served on high-quality cardboard coasters with the bar's logo, the apple juice glasses were directly placed on the table. |
| Cleanliness & Condition | Facility | Serviceware is in excellent condition and completely clean and hygienic in appearance | Yes | All serviceware was spotless and in excellent condition. |
| Cleanliness & Condition | Facility | The guest's seating area is clean and in excellent condition | No | |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
EVALUATOR OBSERVATIONS 评估员观察
CLASSIFICATION TAG STANDARD EVALUATOR OBSERVATIONS| CLASSIFICATION | TAG | STANDARD | EVALUATOR OBSERVATIONS |
| :--- | :--- | :--- | :--- | :--- | :--- |
Male in-room dining operator - called back the guest to confirm the delivery after receiving the digital orders.
Robert - male in-room dining server, delivered the meal and collected the cart.
Male in-room dining operator - called back the guest to confirm the delivery after receiving the digital orders.
Robert - male in-room dining server, delivered the meal and collected the cart.| Male in-room dining operator - called back the guest to confirm the delivery after receiving the digital orders. |
| :--- |
| Robert - male in-room dining server, delivered the meal and collected the cart. |
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Telephone conversation is calm and clear 电话交谈平静而清晰
Yes 是的
The call to in-room dining was calm and free of distracting noises. 致客房送餐的电话平静而没有干扰噪音。
Courtesy & Manners 礼貌与举止
Service 服务
Staff is highly articulate and avoids slang and excessive use of phrase-fragments 员工非常善于表达，避免使用俚语和过多的短语片段
Yes 是的
Staff spoke professionally during the service, such as when the male in-room dining operator said, "Your meal will be delivered to your room in around 40 minutes, and your room number is (the guest's room number), (guest name)." 服务时，工作人员以专业的态度进行交谈，例如男性客房送餐员说：“您的餐点将在大约 40 分钟内送到您的房间，您的房间号码是（客人的房间号码），（客人名字）。”
Courtesy & Manners 礼貌与举止
Service 服务
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction 员工礼貌而且在整个互动中保持优雅的语气和适当的节奏
Yes 是的
Staff spoke politely and at a conversational pace. They used gracious tones of voice. 员工说话礼貌，语速平缓。他们使用优雅的语气。
Courtesy & Manners 礼貌与举止
Service 服务
Staff readily smiles and maintains an engaging expression 员工面带微笑，保持着引人入胜的神情
Yes 是的
Robert smiled and was upbeat in demeanor. 罗伯特微笑，神态积极。
Courtesy & Manners 礼貌与举止
Service 服务
Staff makes eye contact and keeps focus on the guest 员工与客人进行眼神交流，并保持专注。
Yes 是的
Robert made eye contact and remained focused. 罗伯特与人保持了眼神接触，并且保持专注。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴与个性化服务意识
Service 服务
Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful 员工表现出对客人真正的兴趣和关心，并在适当和有帮助时展示提前服务的能力。
Yes 是的
Staff showed a genuine sense of interest and extended thoughtful gestures. For instance, Robert asked where the guest preferred the table set and offered to bring the television remote to the in-room dining cart. He also offered to bring the guest bottles of water or hot water when he returned to collect the in-room dining cart so they could continue enjoying the tea. Robert inquired about the guest's plans for the day while commenting about the cold weather and suggested they wear extra layers. In addition, he asked about the guest's enjoyment of the meal and replied positively. He also offered to prepare fruits for the guest after learning about the 工作人员表现出真正的兴趣，并进行了体贴的举动。例如，罗伯特询问客人希望桌子摆在哪里，并主动提出将电视遥控器拿到房间用餐推车上。他还表示在回收房间用餐推车时，会为客人送来瓶装水或热水，以便他们继续享用茶。罗伯特询问了客人当天的计划，同时评论了寒冷的天气，并建议他们多穿几层衣服。 此外，他询问了客人对餐食的享受情况，并给予了积极的回应。他还在得知客人的情况后，主动提出为客人准备水果。
Overall 92.68% (38/41) "Service
Facility" "97.30%(36//37)
50.00%(2//4)"
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Service State each staff member included in this section and what they did "Male in-room dining operator - called back the guest to confirm the delivery after receiving the digital orders.
Robert - male in-room dining server, delivered the meal and collected the cart."
Guest Comfort & Convenience Service Telephone conversation is calm and clear Yes The call to in-room dining was calm and free of distracting noises.
Courtesy & Manners Service Staff is highly articulate and avoids slang and excessive use of phrase-fragments Yes Staff spoke professionally during the service, such as when the male in-room dining operator said, "Your meal will be delivered to your room in around 40 minutes, and your room number is (the guest's room number), (guest name)."
Courtesy & Manners Service Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction Yes Staff spoke politely and at a conversational pace. They used gracious tones of voice.
Courtesy & Manners Service Staff readily smiles and maintains an engaging expression Yes Robert smiled and was upbeat in demeanor.
Courtesy & Manners Service Staff makes eye contact and keeps focus on the guest Yes Robert made eye contact and remained focused.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful Yes Staff showed a genuine sense of interest and extended thoughtful gestures. For instance, Robert asked where the guest preferred the table set and offered to bring the television remote to the in-room dining cart. He also offered to bring the guest bottles of water or hot water when he returned to collect the in-room dining cart so they could continue enjoying the tea. Robert inquired about the guest's plans for the day while commenting about the cold weather and suggested they wear extra layers. In addition, he asked about the guest's enjoyment of the meal and replied positively. He also offered to prepare fruits for the guest after learning about the| Overall | 92.68% (38/41) | | Service <br> Facility | $\begin{aligned} & 97.30 \%(36 / 37) \\ & 50.00 \%(2 / 4) \end{aligned}$ |
| :---: | :---: | :---: | :---: | :---: |
| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| | Service | State each staff member included in this section and what they did | | Male in-room dining operator - called back the guest to confirm the delivery after receiving the digital orders. <br> Robert - male in-room dining server, delivered the meal and collected the cart. |
| Guest Comfort & Convenience | Service | Telephone conversation is calm and clear | Yes | The call to in-room dining was calm and free of distracting noises. |
| Courtesy & Manners | Service | Staff is highly articulate and avoids slang and excessive use of phrase-fragments | Yes | Staff spoke professionally during the service, such as when the male in-room dining operator said, "Your meal will be delivered to your room in around 40 minutes, and your room number is (the guest's room number), (guest name)." |
| Courtesy & Manners | Service | Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction | Yes | Staff spoke politely and at a conversational pace. They used gracious tones of voice. |
| Courtesy & Manners | Service | Staff readily smiles and maintains an engaging expression | Yes | Robert smiled and was upbeat in demeanor. |
| Courtesy & Manners | Service | Staff makes eye contact and keeps focus on the guest | Yes | Robert made eye contact and remained focused. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful | Yes | Staff showed a genuine sense of interest and extended thoughtful gestures. For instance, Robert asked where the guest preferred the table set and offered to bring the television remote to the in-room dining cart. He also offered to bring the guest bottles of water or hot water when he returned to collect the in-room dining cart so they could continue enjoying the tea. Robert inquired about the guest's plans for the day while commenting about the cold weather and suggested they wear extra layers. In addition, he asked about the guest's enjoyment of the meal and replied positively. He also offered to prepare fruits for the guest after learning about the |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估员观察
guest's comment about the overly dry minced beef to freshen their palate. 客人对过于干燥的绞牛肉发表评论，以清新他们的味蕾。
Wellness 健康
Service 服务
Ordertaker inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known 订单接收员询问饮食限制、偏好或过敏情况，或者如果以前已知，主动予以确认。
Yes 是的
The male in-room dining operator asked the guest if they had any dietary restrictions or allergies before taking their order. 男性客房内餐饮服务员在接受客人订单之前询问他们是否有任何饮食限制或过敏。
Wellness 健康
Service 服务
If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal 如果已知饮食限制、偏好或过敏，并且需要对菜品进行修改，工作人员在上菜时会适当地确认这些。
Yes 是的
When Robert delivered the meal, he confirmed the guest's dietary preferences and acknowledged the dish modification for the fried rice. 当罗伯特送上餐点时，他确认了客人的饮食偏好，并承认了对炒饭的菜品修改。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them 不需要催促工作人员，因为他们已经预见了所有需求，并自动提供或提出了这些需求。
Yes 是的
There was no need to prompt staff at any time during the in-room dining experience. 在房间用餐体验中，没有必要随时提示工作人员。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴和个性化服务意识
Service 服务
Cross-departmental channels of communication among staff are consistent and complete 员工之间的跨部门沟通渠道一致且完整
N/A 不适用
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance 工作人员知识渊博、熟练地履行他们部门的要求。工作人员能够有效并迅速地回答有关整个酒店的问题，或寻求有效和及时的帮助。
Yes 是的
The staff members were proficient in their duties. 工作人员在其职责中表现出色。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴和个性化服务意识
Service 服务
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known 员工始终以尊重的方式个性化互动，根据客户的偏好（如果已知）称呼客人
Yes 是的
Staff appropriately addressed the guest by name, such as when Robert asked, "(Guest name), may I enter the room to collect the in-room dining cart?" 员工恰当地以姓名称呼客人，例如当罗伯特问：“（客人姓名），我可以进去收取房间内的餐饮车吗？”
Courtesy & Manners 礼貌与举止
Service 服务
Staff closes interactions with polite, appropriate remarks 员工以礼貌、恰当的言辞结束互动
Yes 是的
Staff appropriately closed the interactions. For instance, Robert said, "Please enjoy your lunch. Thank you." 员工妥当地结束了互动。例如，罗伯特说：“请享用您的午餐。谢谢。”
Staff Appearance 员工外观
Service 服务
All staff encountered are wearing clean and well-fitted uniforms 所有遇到的员工都穿着干净合身的制服
Yes 是的
Robert wore a uniform that was spotless and well-fitted. 罗伯特穿着干净整洁、合身的制服。
Staff Appearance 员工外观
Service 服务
Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene 员工的外观与物业风格一致，体现出强烈的个人护理和卫生意识。
Yes 是的
Robert was very well-groomed. 罗伯特的仪容仪表非常整洁。
Staff Appearance 员工外观
Service 服务
Staff maintains alert posture and behaves professionally in view of the guest 员工在客人面前保持警觉的姿态，行为专业。
Yes 是的
Robert was professional in posture and behavior. 罗伯特在姿态和行为上都很专业。
Graciousness, Thoughtfulness & Sense of Personalized Service 优雅、体贴和个性化服务意识
Service 服务
Staff does not decline any request without offering appropriate alternatives 员工在不提供合适的替代方案的情况下不会拒绝任何请求
N/A 不适用
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
guest's comment about the overly dry minced beef to freshen their palate.
Wellness Service Ordertaker inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known Yes The male in-room dining operator asked the guest if they had any dietary restrictions or allergies before taking their order.
Wellness Service If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal Yes When Robert delivered the meal, he confirmed the guest's dietary preferences and acknowledged the dish modification for the fried rice.
Guest Comfort & Convenience Service It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them Yes There was no need to prompt staff at any time during the in-room dining experience.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Cross-departmental channels of communication among staff are consistent and complete N/A
Technical Execution, Skill & Knowledge Service Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance Yes The staff members were proficient in their duties.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known Yes Staff appropriately addressed the guest by name, such as when Robert asked, "(Guest name), may I enter the room to collect the in-room dining cart?"
Courtesy & Manners Service Staff closes interactions with polite, appropriate remarks Yes Staff appropriately closed the interactions. For instance, Robert said, "Please enjoy your lunch. Thank you."
Staff Appearance Service All staff encountered are wearing clean and well-fitted uniforms Yes Robert wore a uniform that was spotless and well-fitted.
Staff Appearance Service Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene Yes Robert was very well-groomed.
Staff Appearance Service Staff maintains alert posture and behaves professionally in view of the guest Yes Robert was professional in posture and behavior.
Graciousness, Thoughtfulness & Sense of Personalized Service Service Staff does not decline any request without offering appropriate alternatives N/A | CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| | | | | guest's comment about the overly dry minced beef to freshen their palate. |
| Wellness | Service | Ordertaker inquires about dietary restrictions, preferences or allergies or proactively acknowledges these if previously made known | Yes | The male in-room dining operator asked the guest if they had any dietary restrictions or allergies before taking their order. |
| Wellness | Service | If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropriately acknowledges these when serving the meal | Yes | When Robert delivered the meal, he confirmed the guest's dietary preferences and acknowledged the dish modification for the fried rice. |
| Guest Comfort & Convenience | Service | It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them | Yes | There was no need to prompt staff at any time during the in-room dining experience. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Cross-departmental channels of communication among staff are consistent and complete | N/A | |
| Technical Execution, Skill & Knowledge | Service | Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance | Yes | The staff members were proficient in their duties. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known | Yes | Staff appropriately addressed the guest by name, such as when Robert asked, "(Guest name), may I enter the room to collect the in-room dining cart?" |
| Courtesy & Manners | Service | Staff closes interactions with polite, appropriate remarks | Yes | Staff appropriately closed the interactions. For instance, Robert said, "Please enjoy your lunch. Thank you." |
| Staff Appearance | Service | All staff encountered are wearing clean and well-fitted uniforms | Yes | Robert wore a uniform that was spotless and well-fitted. |
| Staff Appearance | Service | Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene | Yes | Robert was very well-groomed. |
| Staff Appearance | Service | Staff maintains alert posture and behaves professionally in view of the guest | Yes | Robert was professional in posture and behavior. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | Staff does not decline any request without offering appropriate alternatives | N/A | |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Wellness 健康
Service 服务
Menu includes at least two high quality health-conscious beverages 菜单包括至少两种高品质的健康饮品
Yes 是的
The menu featured several health-conscious beverages, including freshly pressed watermelon and carrot juices. 菜单上有几种健康饮品，包括新鲜压榨的西瓜和胡萝卜汁。
Wellness 健康
Service 服务
Menu offers a variety of nutritionally focused options; dietary restrictions are considered 菜单提供多种注重营养的选项；考虑了饮食限制
Yes 是的
A variety of healthy options was available, including Riva salad, pan-fried shrimp and scallop, wok-fried cod fillet, poached Chinese vegetables, poached sprout in fish bisque, pan-fried salmon, and seasonal fruit plate. 提供多种健康选项，包括 Riva 沙拉、煎虾仁和扇贝、炒鳕鱼片、清蒸中国蔬菜、鱼汤炖芽菜、煎三文鱼和时令水果盘。
Sense of Luxury 奢华的感觉
Service 服务
Menu provides an exceptional variety, including concept-driven specialty dishes 菜单提供了种类繁多的选择，包括概念驱动的特色菜肴
Yes 是的
A variety of dishes was available. Interesting menu options included Carnaroli risotto with black truffle, black pepper beef linguini, laksa, and vanilla chestnut blueberry cake. In addition, the guest could also order Chinese dishes from the hotel's restaurant, Royal Court, featuring conch fish maw soup, poached udon in lobster bisque, and sweet date cake. 提供了多种菜肴。有趣的菜单选项包括黑松露的卡纳罗利意大利米饭、黑胡椒牛肉意大利面、叻沙和香草栗子蓝莓蛋糕。此外，客人还可以从酒店的餐厅皇家宫殿点餐，包括花螺鱼肚汤、龙虾浓汤煮乌冬面和甜枣蛋糕。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
Ordertaker can helpfully discuss details of foods and beverages 订单员可以友好地讨论食物和饮料的细节
Yes 是的
When asked about the freshly pressed juice offerings, the male operator advised that orange, apple, carrot, and watermelon juices were available. 当被问及新鲜榨汁的选择时，男操作员建议橙汁、苹果汁、胡萝卜汁和西瓜汁可供选择。
Efficiency 效率
Service 服务
Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later 预计交货时间是报价的，订单在该时间的五分钟内收到，而不是提前或延迟。
Yes 是的
A 40-minute delivery time was quoted, and the meal arrived in 36 minutes. 报价 40 分钟的交货时间，而餐点在 36 分钟内送到。
Service 服务
State how long this took 说明这花了多长时间。
36 min 36 分钟
Efficiency 效率
Service 服务
Lunch and dinner are served within 40 minutes; breakfast is served within 30 minutes 午餐和晚餐在 40 分钟内供应；早餐在 30 分钟内供应
Yes 是的
The lunch was delivered within 40 minutes. 午餐在 40 分钟内送达。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged 服务人员方便地布置餐桌，使餐点准备就绪；所有餐具都整齐地排列着
Yes 是的
Robert properly set the table so that nothing had to be moved before the commencement of the meal. As a note, he might have straightened and smoothed the tablecloth during the service, as the tablecloth was visibly uneven with air pockets. 罗伯特正确地布置了餐桌，以便在餐点开始前没有任何东西需要移动。需要注意的是，他可能在服务期间整理和平整了桌布，因为桌布明显不平，有气泡。
Guest Comfort & Convenience 客人舒适与便利
Service 服务
If in-room service is provided, beverages are opened and poured in the room 如果提供客房服务，则客房内的饮料会被打开并倒入杯中
Yes 是的
The first cup of tea was poured in the room. 第一杯茶是在房间里倒的。
Graciousness, Thoughtfulness & Sense of Personalized Service 体贴、周到和个性化服务的感受
Service 服务
If in-room service is provided, wine by the glass is presented in a bottle and poured in the room 如果提供客房服务，则酒杯中的酒会以瓶装形式呈现，并在房间内倒出。
N/A 不适用
Guest Comfort & Convenience 客人舒适与便利
Service 服务
If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable 如果提供客房服务，椅子会被搬到餐桌旁，座位安排会非常舒适。
Yes 是的
The seating arrangement was comfortable. 座位安排很舒适。
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Wellness Service Menu includes at least two high quality health-conscious beverages Yes The menu featured several health-conscious beverages, including freshly pressed watermelon and carrot juices.
Wellness Service Menu offers a variety of nutritionally focused options; dietary restrictions are considered Yes A variety of healthy options was available, including Riva salad, pan-fried shrimp and scallop, wok-fried cod fillet, poached Chinese vegetables, poached sprout in fish bisque, pan-fried salmon, and seasonal fruit plate.
Sense of Luxury Service Menu provides an exceptional variety, including concept-driven specialty dishes Yes A variety of dishes was available. Interesting menu options included Carnaroli risotto with black truffle, black pepper beef linguini, laksa, and vanilla chestnut blueberry cake. In addition, the guest could also order Chinese dishes from the hotel's restaurant, Royal Court, featuring conch fish maw soup, poached udon in lobster bisque, and sweet date cake.
Technical Execution, Skill & Knowledge Service Ordertaker can helpfully discuss details of foods and beverages Yes When asked about the freshly pressed juice offerings, the male operator advised that orange, apple, carrot, and watermelon juices were available.
Efficiency Service Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later Yes A 40-minute delivery time was quoted, and the meal arrived in 36 minutes.
Service State how long this took 36 min
Efficiency Service Lunch and dinner are served within 40 minutes; breakfast is served within 30 minutes Yes The lunch was delivered within 40 minutes.
Guest Comfort & Convenience Service Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged Yes Robert properly set the table so that nothing had to be moved before the commencement of the meal. As a note, he might have straightened and smoothed the tablecloth during the service, as the tablecloth was visibly uneven with air pockets.
Guest Comfort & Convenience Service If in-room service is provided, beverages are opened and poured in the room Yes The first cup of tea was poured in the room.
Graciousness, Thoughtfulness & Sense of Personalized Service Service If in-room service is provided, wine by the glass is presented in a bottle and poured in the room N/A
Guest Comfort & Convenience Service If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable Yes The seating arrangement was comfortable.| CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Wellness | Service | Menu includes at least two high quality health-conscious beverages | Yes | The menu featured several health-conscious beverages, including freshly pressed watermelon and carrot juices. |
| Wellness | Service | Menu offers a variety of nutritionally focused options; dietary restrictions are considered | Yes | A variety of healthy options was available, including Riva salad, pan-fried shrimp and scallop, wok-fried cod fillet, poached Chinese vegetables, poached sprout in fish bisque, pan-fried salmon, and seasonal fruit plate. |
| Sense of Luxury | Service | Menu provides an exceptional variety, including concept-driven specialty dishes | Yes | A variety of dishes was available. Interesting menu options included Carnaroli risotto with black truffle, black pepper beef linguini, laksa, and vanilla chestnut blueberry cake. In addition, the guest could also order Chinese dishes from the hotel's restaurant, Royal Court, featuring conch fish maw soup, poached udon in lobster bisque, and sweet date cake. |
| Technical Execution, Skill & Knowledge | Service | Ordertaker can helpfully discuss details of foods and beverages | Yes | When asked about the freshly pressed juice offerings, the male operator advised that orange, apple, carrot, and watermelon juices were available. |
| Efficiency | Service | Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later | Yes | A 40-minute delivery time was quoted, and the meal arrived in 36 minutes. |
| | Service | State how long this took | 36 min | |
| Efficiency | Service | Lunch and dinner are served within 40 minutes; breakfast is served within 30 minutes | Yes | The lunch was delivered within 40 minutes. |
| Guest Comfort & Convenience | Service | Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged | Yes | Robert properly set the table so that nothing had to be moved before the commencement of the meal. As a note, he might have straightened and smoothed the tablecloth during the service, as the tablecloth was visibly uneven with air pockets. |
| Guest Comfort & Convenience | Service | If in-room service is provided, beverages are opened and poured in the room | Yes | The first cup of tea was poured in the room. |
| Graciousness, Thoughtfulness & Sense of Personalized Service | Service | If in-room service is provided, wine by the glass is presented in a bottle and poured in the room | N/A | |
| Guest Comfort & Convenience | Service | If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable | Yes | The seating arrangement was comfortable. |
CLASSIFICATION
TAG
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Food & Beverage Quality 食品与饮料的质量
Service 服务
Food presentation is precise and carefully plated 食物的摆盘精确而且精心制作。
Yes 是
The food presentations were precisely plated. 食物的摆盘非常精致。
Food & Beverage Quality 食品与饮料的质量
Service 服务
Hot foods and beverages are hot when served; frozen items are firm at the time of consumption 热食和饮料在上桌时是热的；冷冻食品在食用时是坚硬的。
Yes 是
All items were served at the correct temperatures. 所有项目都在正确的温度下供应。
Wellness 健康
Service 服务
Foods and beverages are fresh and use high quality ingredients 食品和饮料都是新鲜的，并使用高质量的原料。
Yes 是
High quality, fresh ingredients were used. 使用了高质量的新鲜原料。
Food & Beverage Quality 食品与饮料的质量
Service 服务
Foods are flavorful and wellseasoned/balanced 食物味道鲜美，调味均衡。
Yes 是
All the foods were flavorful and well-balanced, such as the savory fried rice with beef and the sweet and refreshing mango pomelo dessert, which had a delightful, vibrant, and zesty taste. 所有的食物都很有风味，搭配得很好，比如美味的牛肉炒饭和清新甜美的芒果西米露，味道生动、鲜明且充满活力。
Food & Beverage Quality 食品与饮料的质量
Service 服务
Portions are appropriate 份量合适
Yes 是
The portion sizes were appropriate. 份量大小合适。
Food & Beverage Quality 食品与饮料质量
Service 服务
Cooking is executed properly and as requested 烹饪做得很好，并符合要求
No 不
While the fried rice was pleasantly chewy, the minced beef was overly dry and firm. 虽然炒饭口感愉悦，但切碎的牛肉过于干燥和坚硬。
Technical Execution, Skill & Knowledge 技术执行、技能和知识
Service 服务
All ordered items are accurately served 所有点的菜品都准确上桌。
Yes 是
The meal was accurately served. 这顿饭上得很准确。
Sense of Luxury 奢华的感觉
Service 服务
Condiments are elegantly presented 调料被优雅地呈现。
N/A 不适用
Guest Comfort & Convenience 客人舒适与便利
Service 服务
It is possible to receive a selection of specialty coffees and teas at any time 随时可以享用精选的特调咖啡和茶。
Yes 是
Specialty hot beverages were available at all times. 特制热饮随时可用。
Sense of Luxury 奢华的感觉
Service 服务
Coffee and tea service is presented in a refined manner 咖啡和茶的服务以 refined 的方式呈现。
Yes 是
The yellow gold tea was served in a delicate and elegant white porcelain tea pot and was poured into matching style of tea cup with a sacuer. 黄金沙茶用精致优雅的白色瓷茶壶盛出，并倒入配套风格的茶杯和茶垫中。
Cleanliness & Condition 清洁与状况
Facility 设施
Tray or in-room dining cart is in excellent condition and completely clean 托盘或房间服务餐-cart 状态良好且完全干净
No 不
There were stains and smudges noted on the hot box for the in-room dining cart. 在房间服务餐-cart 的热箱上发现有污渍和污点。
Cleanliness & Condition 清洁与状况
Facility 设施
Cloth napkins, tablecloths and liners used are in excellent condition, clean and pressed 使用的布餐巾、桌布和衬垫状况良好，干净且熨烫平整。
Yes 是
The cloth napkin and tablecloth were spotless, pressed and in excellent condition. As a note, two prominent loose threads were on the tablecloth, though they were more minor. 布餐巾和桌布都很干净，熨烫整齐，状态极佳。需要注意的是，桌布上有两个明显的松散线头，不过它们算不上严重问题。
Cleanliness & Condition 清洁与状况
Facility 设施
Serviceware is in excellent condition, completely clean and hygienic in appearance 餐具状况良好，完全干净且外观卫生。
No 不
While other serviceware was clean and in good condition, the silver chopstick stand had prominent stains and scratches. In addition, the white plate holding the cloth napkin had salt or sugar granules scattered on it. 虽然其他餐具都很干净且状况良好，但银色筷架上有明显的污渍和划痕。此外，盛放布餐巾的白色盘子上散落着盐或糖颗粒。
Sense of Luxury 奢华的感觉
Facility 设施
Serviceware is of excellent quality and cohesive in appearance 餐具质量极佳，外观协调一致。
Yes 是
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS
Food & Beverage Quality Service Food presentation is precise and carefully plated Yes The food presentations were precisely plated.
Food & Beverage Quality Service Hot foods and beverages are hot when served; frozen items are firm at the time of consumption Yes All items were served at the correct temperatures.
Wellness Service Foods and beverages are fresh and use high quality ingredients Yes High quality, fresh ingredients were used.
Food & Beverage Quality Service Foods are flavorful and wellseasoned/balanced Yes All the foods were flavorful and well-balanced, such as the savory fried rice with beef and the sweet and refreshing mango pomelo dessert, which had a delightful, vibrant, and zesty taste.
Food & Beverage Quality Service Portions are appropriate Yes The portion sizes were appropriate.
Food & Beverage Quality Service Cooking is executed properly and as requested No While the fried rice was pleasantly chewy, the minced beef was overly dry and firm.
Technical Execution, Skill & Knowledge Service All ordered items are accurately served Yes The meal was accurately served.
Sense of Luxury Service Condiments are elegantly presented N/A
Guest Comfort & Convenience Service It is possible to receive a selection of specialty coffees and teas at any time Yes Specialty hot beverages were available at all times.
Sense of Luxury Service Coffee and tea service is presented in a refined manner Yes The yellow gold tea was served in a delicate and elegant white porcelain tea pot and was poured into matching style of tea cup with a sacuer.
Cleanliness & Condition Facility Tray or in-room dining cart is in excellent condition and completely clean No There were stains and smudges noted on the hot box for the in-room dining cart.
Cleanliness & Condition Facility Cloth napkins, tablecloths and liners used are in excellent condition, clean and pressed Yes The cloth napkin and tablecloth were spotless, pressed and in excellent condition. As a note, two prominent loose threads were on the tablecloth, though they were more minor.
Cleanliness & Condition Facility Serviceware is in excellent condition, completely clean and hygienic in appearance No While other serviceware was clean and in good condition, the silver chopstick stand had prominent stains and scratches. In addition, the white plate holding the cloth napkin had salt or sugar granules scattered on it.
Sense of Luxury Facility Serviceware is of excellent quality and cohesive in appearance Yes | CLASSIFICATION | TAG | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: | :---: |
| Food & Beverage Quality | Service | Food presentation is precise and carefully plated | Yes | The food presentations were precisely plated. |
| Food & Beverage Quality | Service | Hot foods and beverages are hot when served; frozen items are firm at the time of consumption | Yes | All items were served at the correct temperatures. |
| Wellness | Service | Foods and beverages are fresh and use high quality ingredients | Yes | High quality, fresh ingredients were used. |
| Food & Beverage Quality | Service | Foods are flavorful and wellseasoned/balanced | Yes | All the foods were flavorful and well-balanced, such as the savory fried rice with beef and the sweet and refreshing mango pomelo dessert, which had a delightful, vibrant, and zesty taste. |
| Food & Beverage Quality | Service | Portions are appropriate | Yes | The portion sizes were appropriate. |
| Food & Beverage Quality | Service | Cooking is executed properly and as requested | No | While the fried rice was pleasantly chewy, the minced beef was overly dry and firm. |
| Technical Execution, Skill & Knowledge | Service | All ordered items are accurately served | Yes | The meal was accurately served. |
| Sense of Luxury | Service | Condiments are elegantly presented | N/A | |
| Guest Comfort & Convenience | Service | It is possible to receive a selection of specialty coffees and teas at any time | Yes | Specialty hot beverages were available at all times. |
| Sense of Luxury | Service | Coffee and tea service is presented in a refined manner | Yes | The yellow gold tea was served in a delicate and elegant white porcelain tea pot and was poured into matching style of tea cup with a sacuer. |
| Cleanliness & Condition | Facility | Tray or in-room dining cart is in excellent condition and completely clean | No | There were stains and smudges noted on the hot box for the in-room dining cart. |
| Cleanliness & Condition | Facility | Cloth napkins, tablecloths and liners used are in excellent condition, clean and pressed | Yes | The cloth napkin and tablecloth were spotless, pressed and in excellent condition. As a note, two prominent loose threads were on the tablecloth, though they were more minor. |
| Cleanliness & Condition | Facility | Serviceware is in excellent condition, completely clean and hygienic in appearance | No | While other serviceware was clean and in good condition, the silver chopstick stand had prominent stains and scratches. In addition, the white plate holding the cloth napkin had salt or sugar granules scattered on it. |
| Sense of Luxury | Facility | Serviceware is of excellent quality and cohesive in appearance | Yes | |
TRAVELGUIDE 旅游指南
CLASSIFICATION
TAG
STANDARD
EVALUATOR OBSERVATIONS 评估者观察
CLASSIFICATION TAG STANDARD EVALUATOR OBSERVATIONS| CLASSIFICATION | TAG | STANDARD | EVALUATOR OBSERVATIONS |
| :--- | :--- | :--- | :--- | :--- | :--- |
You would readily recommend this property to others, and there was great value in the experience Please include a brief response explaining your reasoning. 您会很乐意向他人推荐这个物业，这次体验具有很高的价值。请提供简要的回应解释您的理由。
Agree 同意
The guest would recommend the hotel to others due to its spacious room layout, offering spacious guest rooms, luxurious amenities, friendly service, and a creative cocktail program. Additionally, the nightly rate was reasonable and reflected great value for the experience. Overall, the guest received good service but did not experience luxurious and memorable moments. 客人会向他人推荐这家酒店，因为它的客房布局宽敞，提供宽敞的客房、豪华的设施、友好的服务和创意鸡尾酒计划。此外，夜间房价合理，反映了这种体验的极大价值。总体而言，客人得到了良好的服务，但没有经历豪华和难忘的时刻。
The service included elevated moments that enhanced your perception of luxury. You can easily recall at least one aspect of the visit that was exceptionally memorable
Please include a brief response explaining your reasoning.
The service included elevated moments that enhanced your perception of luxury. You can easily recall at least one aspect of the visit that was exceptionally memorable
Please include a brief response explaining your reasoning.| The service included elevated moments that enhanced your perception of luxury. You can easily recall at least one aspect of the visit that was exceptionally memorable |
| :--- |
| Please include a brief response explaining your reasoning. |
Neutral 中立
The guest had a pleasant stay at the hotel, appreciating the friendly staff and their hospitable demeanor, which conveyed a sense of care through thoughtful gestures. For example, housekeeping noticed one guest was staying in the room and prepared the bed on one side at night while thoughtfully placing a bookmaker in the magazine the guest was reading. However, while the service was commendable, the guest did not experience elevated moments that would enhance the perception of luxury. 客人在酒店度过了愉快的时光，欣赏友好的员工和他们热情好客的举止，通过周到的举动传达了一种关心的感觉。例如，客房服务注意到有一位客人在房间里，并在晚上将床的一侧准备好，同时在客人正在阅读的杂志中放置了一本书签。然而，尽管服务值得称赞，但客人并没有经历能够提升奢华感的高尚时刻。
The property allowed you to continue a health-conscious lifestyle with a focus on enhancing your wellbeing
This is replacing the standard in the public areas regarding the health-conscious lifestyle. It is intended to address things that not necessarily fit into the fitness facility such as access to water, etc. The guest should be able to continue their healthy lifestyle and habits uninterrupted while traveling. This may include sleep, food, hydration, exercise and mental health practices. The hotel should offer enough for the guest to control how they want to feel during their stay. For example, the guest should not have to research a health food store nearby so they know they can maintain their diet; the hotel should provide enough healthy options for all meal periods in order for the guest's preferences and habits to be accommodated. Similarly, water should be readily available to ensure guests can stay hydrated.
The property allowed you to continue a health-conscious lifestyle with a focus on enhancing your wellbeing
This is replacing the standard in the public areas regarding the health-conscious lifestyle. It is intended to address things that not necessarily fit into the fitness facility such as access to water, etc. The guest should be able to continue their healthy lifestyle and habits uninterrupted while traveling. This may include sleep, food, hydration, exercise and mental health practices. The hotel should offer enough for the guest to control how they want to feel during their stay. For example, the guest should not have to research a health food store nearby so they know they can maintain their diet; the hotel should provide enough healthy options for all meal periods in order for the guest's preferences and habits to be accommodated. Similarly, water should be readily available to ensure guests can stay hydrated.| The property allowed you to continue a health-conscious lifestyle with a focus on enhancing your wellbeing |
| :--- |
| This is replacing the standard in the public areas regarding the health-conscious lifestyle. It is intended to address things that not necessarily fit into the fitness facility such as access to water, etc. The guest should be able to continue their healthy lifestyle and habits uninterrupted while traveling. This may include sleep, food, hydration, exercise and mental health practices. The hotel should offer enough for the guest to control how they want to feel during their stay. For example, the guest should not have to research a health food store nearby so they know they can maintain their diet; the hotel should provide enough healthy options for all meal periods in order for the guest's preferences and habits to be accommodated. Similarly, water should be readily available to ensure guests can stay hydrated. |
Neutral 中性
Water was readily available at the property, and the food and beverage venues offered a variety of healthful options. The fitness center operated 24 hours a day and featured modern, high-quality equipment. Additionally, the indoor swimming pool and wet facilities were accessible for extended hours. In the guest room, a yoga mat was thoughtfully provided for on-demand practice. However, the ineffective soundproofing and blackout curtains slightly impacted the guest's quality of sleep, despite their appreciation for the wide selection of specialty pillows and a pillow mist. Furthermore, the guest was not informed of any interesting wellness programs or activities, nor engaging fitness classes or training sessions, which could have enhanced their health-conscious lifestyle with a guided experience. 该物业提供了便捷的用水设施，食品和饮料场所提供了多种健康食品选项。健身中心全天候开放，配备了现代高质量的设备。此外，室内游泳池和湿区也可在较长时间内使用。在客房内，专门提供了瑜伽垫，以便进行随时练习。 然而，虽然客人很欣赏多种特色枕头和枕头喷雾，但无效的隔音和黑暗窗帘稍微影响了他们的睡眠质量。此外，客人并未被告知任何有趣的健康项目或活动，或吸引人的健身课程和训练课程，这可能会通过指导体验增强他们的健康意识生活方式。
SECTION STANDARD ANSWER EVALUATOR OBSERVATIONS
Guest Experience You would readily recommend this property to others, and there was great value in the experience Please include a brief response explaining your reasoning. Agree The guest would recommend the hotel to others due to its spacious room layout, offering spacious guest rooms, luxurious amenities, friendly service, and a creative cocktail program. Additionally, the nightly rate was reasonable and reflected great value for the experience. Overall, the guest received good service but did not experience luxurious and memorable moments.
Guest Experience "The service included elevated moments that enhanced your perception of luxury. You can easily recall at least one aspect of the visit that was exceptionally memorable
Please include a brief response explaining your reasoning." Neutral The guest had a pleasant stay at the hotel, appreciating the friendly staff and their hospitable demeanor, which conveyed a sense of care through thoughtful gestures. For example, housekeeping noticed one guest was staying in the room and prepared the bed on one side at night while thoughtfully placing a bookmaker in the magazine the guest was reading. However, while the service was commendable, the guest did not experience elevated moments that would enhance the perception of luxury.
Guest Experience "The property allowed you to continue a health-conscious lifestyle with a focus on enhancing your wellbeing
This is replacing the standard in the public areas regarding the health-conscious lifestyle. It is intended to address things that not necessarily fit into the fitness facility such as access to water, etc. The guest should be able to continue their healthy lifestyle and habits uninterrupted while traveling. This may include sleep, food, hydration, exercise and mental health practices. The hotel should offer enough for the guest to control how they want to feel during their stay. For example, the guest should not have to research a health food store nearby so they know they can maintain their diet; the hotel should provide enough healthy options for all meal periods in order for the guest's preferences and habits to be accommodated. Similarly, water should be readily available to ensure guests can stay hydrated." Neutral Water was readily available at the property, and the food and beverage venues offered a variety of healthful options. The fitness center operated 24 hours a day and featured modern, high-quality equipment. Additionally, the indoor swimming pool and wet facilities were accessible for extended hours. In the guest room, a yoga mat was thoughtfully provided for on-demand practice. However, the ineffective soundproofing and blackout curtains slightly impacted the guest's quality of sleep, despite their appreciation for the wide selection of specialty pillows and a pillow mist. Furthermore, the guest was not informed of any interesting wellness programs or activities, nor engaging fitness classes or training sessions, which could have enhanced their health-conscious lifestyle with a guided experience.| SECTION | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: |
| Guest Experience | You would readily recommend this property to others, and there was great value in the experience Please include a brief response explaining your reasoning. | Agree | The guest would recommend the hotel to others due to its spacious room layout, offering spacious guest rooms, luxurious amenities, friendly service, and a creative cocktail program. Additionally, the nightly rate was reasonable and reflected great value for the experience. Overall, the guest received good service but did not experience luxurious and memorable moments. |
| Guest Experience | The service included elevated moments that enhanced your perception of luxury. You can easily recall at least one aspect of the visit that was exceptionally memorable <br> Please include a brief response explaining your reasoning. | Neutral | The guest had a pleasant stay at the hotel, appreciating the friendly staff and their hospitable demeanor, which conveyed a sense of care through thoughtful gestures. For example, housekeeping noticed one guest was staying in the room and prepared the bed on one side at night while thoughtfully placing a bookmaker in the magazine the guest was reading. However, while the service was commendable, the guest did not experience elevated moments that would enhance the perception of luxury. |
| Guest Experience | The property allowed you to continue a health-conscious lifestyle with a focus on enhancing your wellbeing <br> This is replacing the standard in the public areas regarding the health-conscious lifestyle. It is intended to address things that not necessarily fit into the fitness facility such as access to water, etc. The guest should be able to continue their healthy lifestyle and habits uninterrupted while traveling. This may include sleep, food, hydration, exercise and mental health practices. The hotel should offer enough for the guest to control how they want to feel during their stay. For example, the guest should not have to research a health food store nearby so they know they can maintain their diet; the hotel should provide enough healthy options for all meal periods in order for the guest's preferences and habits to be accommodated. Similarly, water should be readily available to ensure guests can stay hydrated. | Neutral | Water was readily available at the property, and the food and beverage venues offered a variety of healthful options. The fitness center operated 24 hours a day and featured modern, high-quality equipment. Additionally, the indoor swimming pool and wet facilities were accessible for extended hours. In the guest room, a yoga mat was thoughtfully provided for on-demand practice. However, the ineffective soundproofing and blackout curtains slightly impacted the guest's quality of sleep, despite their appreciation for the wide selection of specialty pillows and a pillow mist. Furthermore, the guest was not informed of any interesting wellness programs or activities, nor engaging fitness classes or training sessions, which could have enhanced their health-conscious lifestyle with a guided experience. |
SECTION
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
Guest Experience 客户体验
The property location, design and/or other aesthetic elements combined to create a strong sense of place Please include a brief response explaining your reasoning. 物业的位置、设计和/或其他美学元素结合在一起，创造了强烈的地方感。请简要说明您的理由。
Strongly Agree 强烈同意
The hotel was situated in the newly developed West Bund area of the Xu Hui District in Shanghai. It offered panoramic views of the West Bund from the upper floors of a tall building. The hotel was conveniently located near various art museums and art centers that promoted local art immersion, as well as shopping and dining complexes and the headquarters of several businesses, making it ideal for both leisure and business travelers. Inside, the hotel featured an impressive collection of art throughout the lobby, blending traditional craftsmanship with contemporary design. The guest particularly enjoyed the installation of large-scale paintings and experimental videos displayed on televisions upon arrival in the lobby. 酒店位于上海徐汇区新开发的西岸地区。从高层建筑的上层可以俯瞰西岸的全景。酒店靠近多个艺术博物馆和艺术中心，推动本地艺术沉浸，同时附近还有购物和餐饮综合体以及若干企业总部，适合休闲和商务旅客。 酒店内部在大厅展示了一系列令人印象深刻的艺术品，将传统工艺与现代设计相融合。客人特别喜欢大厅内展示的大型画作和实验视频的装置。
Guest Experience 客户体验
The overall food and beverage program stood out, from choice to quality and presentation Please include a brief response explaining your reasoning. 整体餐饮项目令人印象深刻，从选择到质量再到呈现。请包括简要的回应以解释您的理由。
Agree 同意
The hotel featured an exciting food and beverage program that included a refined Cantonese and Shanghainese restaurant, an allday dining venue with an international breakfast buffet, an authentic Italian cuisine in the evening, a lobby lounge, and a bar. The quality of the food and ingredients was noteworthy, with savory flavors throughout. The morning buffet showcased various local Shanghainese dishes. Additionally, the guest was impressed by the aviation and sky-themed cocktail menu at the Sky59 Rooftop Bar, created in collaboration with an award-winning cocktail master from the region. However, the presentation of the cocktails was relatively simple and did not stand out, much like the food and beverage offerings at the restaurant during the visit. 酒店提供了一项令人兴奋的餐饮项目，包括一家精致的粤菜和上海菜餐厅、一家全天候用餐的国际自助早餐场所、一家正宗意大利餐厅、一个大堂酒廊和一个酒吧。食品和原材料的质量值得注意，Flavor throughout 都很可口。早间自助餐展示了各种当地的上海菜。 此外，客人对 Sky59 空中酒吧的航空和天空主题饮品菜单印象深刻，该菜单是与该地区的一位获奖鸡尾酒大师合作创作的。然而，鸡尾酒的呈现相对简单，未能突出，与访问期间餐厅的食品和饮料选择相似。
Guest Experience 客人体验
物业设施，包括您的客房，保持一尘不染，没有过度的清洁或条件问题。请包括简要的回复以解释您的理由。
The property facilities, including your guest room, were pristine with no excessive cleanliness or condition issues
Please include a brief response explaining your reasoning.
The property facilities, including your guest room, were pristine with no excessive cleanliness or condition issues
Please include a brief response explaining your reasoning.| The property facilities, including your guest room, were pristine with no excessive cleanliness or condition issues |
| :--- |
| Please include a brief response explaining your reasoning. |
Agree 同意
There were some cleanliness and maintenance issues throughout the property, including scratches and debris on various fixtures. However, these problems were minor and did not significantly affect the guest experience. The hotel's public areas were generally spotless, as the attendants consistently tidied and maintained these spaces. The guest room had noticeable scratches and stains on different parts of fixtures and floors, as well as water excess in the kettle, that stood out. 在物业的各个地方存在一些清洁和维护问题，包括各种设备上的划痕和碎片。然而，这些问题很小，并没有显著影响客人的体验。酒店的公共区域通常一尘不染，因为工作人员始终保持这些区域的整洁。客房的设备和地板上有明显的划痕和污渍，水壶内也有多余的水，这些都很显眼。
Guest Experience 客人体验
Looking back on the entire stay, the experience was naturally personalized, and you did not feel like one of many Please include a brief response explaining your reasoning. 回顾整个住宿经历，这种体验自然而然地个性化，你并没有觉得自己是众多客人中的一员。请简要说明你的理由。
Neutral 中性
Staff who had access to the guest's name readily personalized their interactions, and housekeeping services were performed with care and respect for the guest's personal belongings. Additionally, staff members the guest encountered displayed a sense of familiarity, and the welcome amenities included a thoughtful personalized greeting card. However, certain experiences and interactions at the hotel felt staged rather than naturally occurring, which made the guest feel uncomfortable at times. This was particu- 有权限访问客人姓名的工作人员很容易个性化他们的互动，客房服务也以对客人个人物品的关心和尊重进行。此外，客人遇到的工作人员表现出一种熟悉感，欢迎礼品中包含了一张体贴的个性化问候卡。然而，酒店某些经历和互动给人感觉像是安排好的，而不是自然发生的，这使客人在某些时候感到不适。 这尤其是
SECTION STANDARD ANSWER EVALUATOR OBSERVATIONS
Guest Experience The property location, design and/or other aesthetic elements combined to create a strong sense of place Please include a brief response explaining your reasoning. Strongly Agree The hotel was situated in the newly developed West Bund area of the Xu Hui District in Shanghai. It offered panoramic views of the West Bund from the upper floors of a tall building. The hotel was conveniently located near various art museums and art centers that promoted local art immersion, as well as shopping and dining complexes and the headquarters of several businesses, making it ideal for both leisure and business travelers. Inside, the hotel featured an impressive collection of art throughout the lobby, blending traditional craftsmanship with contemporary design. The guest particularly enjoyed the installation of large-scale paintings and experimental videos displayed on televisions upon arrival in the lobby.
Guest Experience The overall food and beverage program stood out, from choice to quality and presentation Please include a brief response explaining your reasoning. Agree The hotel featured an exciting food and beverage program that included a refined Cantonese and Shanghainese restaurant, an allday dining venue with an international breakfast buffet, an authentic Italian cuisine in the evening, a lobby lounge, and a bar. The quality of the food and ingredients was noteworthy, with savory flavors throughout. The morning buffet showcased various local Shanghainese dishes. Additionally, the guest was impressed by the aviation and sky-themed cocktail menu at the Sky59 Rooftop Bar, created in collaboration with an award-winning cocktail master from the region. However, the presentation of the cocktails was relatively simple and did not stand out, much like the food and beverage offerings at the restaurant during the visit.
Guest Experience "The property facilities, including your guest room, were pristine with no excessive cleanliness or condition issues
Please include a brief response explaining your reasoning." Agree There were some cleanliness and maintenance issues throughout the property, including scratches and debris on various fixtures. However, these problems were minor and did not significantly affect the guest experience. The hotel's public areas were generally spotless, as the attendants consistently tidied and maintained these spaces. The guest room had noticeable scratches and stains on different parts of fixtures and floors, as well as water excess in the kettle, that stood out.
Guest Experience Looking back on the entire stay, the experience was naturally personalized, and you did not feel like one of many Please include a brief response explaining your reasoning. Neutral Staff who had access to the guest's name readily personalized their interactions, and housekeeping services were performed with care and respect for the guest's personal belongings. Additionally, staff members the guest encountered displayed a sense of familiarity, and the welcome amenities included a thoughtful personalized greeting card. However, certain experiences and interactions at the hotel felt staged rather than naturally occurring, which made the guest feel uncomfortable at times. This was particu-| SECTION | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :---: | :---: | :---: | :---: |
| Guest Experience | The property location, design and/or other aesthetic elements combined to create a strong sense of place Please include a brief response explaining your reasoning. | Strongly Agree | The hotel was situated in the newly developed West Bund area of the Xu Hui District in Shanghai. It offered panoramic views of the West Bund from the upper floors of a tall building. The hotel was conveniently located near various art museums and art centers that promoted local art immersion, as well as shopping and dining complexes and the headquarters of several businesses, making it ideal for both leisure and business travelers. Inside, the hotel featured an impressive collection of art throughout the lobby, blending traditional craftsmanship with contemporary design. The guest particularly enjoyed the installation of large-scale paintings and experimental videos displayed on televisions upon arrival in the lobby. |
| Guest Experience | The overall food and beverage program stood out, from choice to quality and presentation Please include a brief response explaining your reasoning. | Agree | The hotel featured an exciting food and beverage program that included a refined Cantonese and Shanghainese restaurant, an allday dining venue with an international breakfast buffet, an authentic Italian cuisine in the evening, a lobby lounge, and a bar. The quality of the food and ingredients was noteworthy, with savory flavors throughout. The morning buffet showcased various local Shanghainese dishes. Additionally, the guest was impressed by the aviation and sky-themed cocktail menu at the Sky59 Rooftop Bar, created in collaboration with an award-winning cocktail master from the region. However, the presentation of the cocktails was relatively simple and did not stand out, much like the food and beverage offerings at the restaurant during the visit. |
| Guest Experience | The property facilities, including your guest room, were pristine with no excessive cleanliness or condition issues <br> Please include a brief response explaining your reasoning. | Agree | There were some cleanliness and maintenance issues throughout the property, including scratches and debris on various fixtures. However, these problems were minor and did not significantly affect the guest experience. The hotel's public areas were generally spotless, as the attendants consistently tidied and maintained these spaces. The guest room had noticeable scratches and stains on different parts of fixtures and floors, as well as water excess in the kettle, that stood out. |
| Guest Experience | Looking back on the entire stay, the experience was naturally personalized, and you did not feel like one of many Please include a brief response explaining your reasoning. | Neutral | Staff who had access to the guest's name readily personalized their interactions, and housekeeping services were performed with care and respect for the guest's personal belongings. Additionally, staff members the guest encountered displayed a sense of familiarity, and the welcome amenities included a thoughtful personalized greeting card. However, certain experiences and interactions at the hotel felt staged rather than naturally occurring, which made the guest feel uncomfortable at times. This was particu- |
SECTION
STANDARD
ANSWER
EVALUATOR OBSERVATIONS 评估者观察
在餐厅用餐期间和他们第一次去健身中心时，这种感觉特别明显，他们感到受到过度关注。
larly noticeable during dinner at the restau-
rant and their initial visit to the fitness cen-
ter, where they felt they received excessive
attention.
larly noticeable during dinner at the restau-
rant and their initial visit to the fitness cen-
ter, where they felt they received excessive
attention.| larly noticeable during dinner at the restau- |
| :--- |
| rant and their initial visit to the fitness cen- |
| ter, where they felt they received excessive |
| attention. |
SECTION STANDARD ANSWER EVALUATOR OBSERVATIONS
"larly noticeable during dinner at the restau-
rant and their initial visit to the fitness cen-
ter, where they felt they received excessive
attention."| SECTION | STANDARD | ANSWER | EVALUATOR OBSERVATIONS |
| :--- | :--- | :--- | :--- |
| | | | larly noticeable during dinner at the restau- <br> rant and their initial visit to the fitness cen- <br> ter, where they felt they received excessive <br> attention. |
Arrival Service 到达服务
Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space 工作人员会自动以方便的方式安排行李，使用架子或专用存储空间。
The luggage was conveniently stored on the luggage storage space in the closet. 行李被方便地存放在橱柜中的行李存储空间里。
Bar/Lounge Service 酒吧/休息室服务
The guest’s seating area is clean and in excellent condition 客人的休息区干净且状况极佳。
Other parts of the seating area were well-maintained and free of unsightly conditions. However, the tabletop had noticeable ring mark and dried water spots. 休息区的其他部分维护良好，没有不雅的情况。然而，桌面上有明显的水环和干涸的水渍。
PHOTO 1 OF 2 照片 1 的 2
Bar/Lounge Service 酒吧/休息室服务
The guest’s seating area is clean and in excellent condition 客人的座位区干净且状况极佳
Other parts of the seating area were well-maintained and free of unsightly conditions. However, the tabletop had noticeable ring mark and dried water spots. 座位区的其他部分维护良好，没有难看状况。然而，桌面上有明显的水渍和干燥的水斑。
PHOTO 2 OF 2 照片 2 之 2
Bar/Lounge Service 酒吧/休息室服务
All drinks are served on distinctive coasters 所有饮料都在独特的杯垫上供应
Though the signature cocktails and the water glasses were served on high-quality cardboard coasters with the bar’s logo, the apple juice glasses were directly placed on the table. 尽管招牌鸡尾酒和水杯是放在带有酒吧标志的高质量纸杯垫上，但苹果汁杯直接放在了桌子上。
Bar/Lounge Service 酒吧/休息室服务
Mixed drinks/cocktails are dynamically interesting and/or photogenic 混合饮料/鸡尾酒具有动态的趣味性和/或上镜性
Though the Sakura-tini had an attractive fan-shaped holder to elevate the presentation, the drink presentation was standard and may have benefited from a garnish. The Shapeless was served in a glass with a thin layer of matcha liquid garnishing the top; and surrounded by a small amount of foam. The presentation was not dynamically interesting. The Sakura-tini was more photogenic due to the elevated wooden fan it was presented on. 虽然樱花马提尼有一个吸引人的扇形托架来提升展示效果，但饮品的展示形式很普通，可能会因添加装饰物而更加出色。无形饮品在一杯中呈现，上面铺了一薄层抹茶液，周围环绕着少量泡沫。整体展示显得不够动态有趣。樱花马提尼因其被摆放在高架木扇上而显得更具拍照效果。
PHOTO 1 OF 2 照片 1/2
Bar/Lounge Service 酒吧/休息室服务
Mixed drinks/cocktails are dynamically interesting and/or photogenic 混合饮料/鸡尾酒具有动态的趣味性和/或上镜性
Though the Sakura-tini had an attractive fan-shaped holder to elevate the presentation, the drink presentation was standard and may have benefited from a garnish. The Shapeless was served in a glass with a thin layer of matcha liquid garnishing the top; and surrounded by a small amount of foam. The presentation was not dynamically interesting. The Sakura-tini was more photogenic due to the elevated wooden fan it was presented on. 尽管樱花马提尼有一个吸引人的扇形支架来提升呈现效果，但饮品的陈列标准，可能会受益于装饰。无形马提尼则在一杯上方涂抹了一层薄薄的抹茶液，周围环绕着少量泡沫。整体呈现并不动态有趣。樱花马提尼由于其高架木扇的呈现而更加上镜。
PHOTO 2 OF 2 照片 2/2
Bar/Lounge Service 酒吧/休息室服务
If provided, snacks are of extremely high quality and distinctive in presentation 如果提供的话，零食质量极高，外观独特
The high-quality snacks included savory housemade dried chili crisps with peanuts, crunchy deep-fried dumpling skins, and crispy dried clove fish with peanuts, elegantly presented in premium stainless steel bowls on a black-stone tray. 高质量的零食包括咸味自制干辣椒脆片、酥脆的炸饺子皮和香脆的干丁香鱼，优雅地陈列在黑色石托盘上的高级不锈钢碗中。
Digital Services 数字服务
Booking engine is convenient and allows the guest to filter room results 预订引擎方便且允许客人筛选房间结果
Digital Services 数字服务
Booking engine offers a rate and availability calendar 预订引擎提供价格和可用性日历
Digital Services 数字服务
Deluxe King Room 豪华大床房 Leam More 了解更多
Deluxe River View King Room 豪华河景大床房
Leam More 了解更多
The website was attractively designed with pleasant colors, legible fonts and high quality images that accurately represented the property. However, the webpage had formatting errors, as Chinese descriptions for some room types were displayed even though the guest was viewing the English version. 该网站设计吸引人，颜色怡人，字体清晰，以及高质量的图片准确地展示了物业。然而，网页存在格式错误，因为一些房型的中文描述在客人查看英文版时被显示出来。
TRAVELGUIDE 旅游指南
Digital Services 数字服务
When the guest selected the “Best Available Rate,” which was not a Mlife member rate, the system generated an error message that it was a member-only rate and did not allow the guest to proceed with the booking. 当客户选择“最佳可用率”时，如果该价格不是 Mlife 会员价格，系统会生成一条错误消息，表示这是仅限会员的价格，并不允许客户继续进行预订。
TRAVELGUID 旅行指南
Guest Room 客房
The architectural design style of the room is notable in interest or execution 房间的建筑设计风格在趣味或执行上都很引人注目
Guest Room 客房
The bathroom is exceptionally clean 浴室非常干净
Cleanliness issues were noted in the bathroom. For example, the bathtub and sink faucets had prominent and removable water stains. In addition, a strand of hair was on the shower room floor. 浴室里发现了清洁问题。例如，浴缸和水槽的水龙头上有明显且可去除的水渍。此外，淋浴室地板上还有一缕头发。
PHOTO 1 OF 4 照片 1/4
Guest Room 客房
The bathroom is exceptionally clean 浴室非常干净
Cleanliness issues were noted in the bathroom. For example, the bathtub and sink faucets had prominent and removable water stains. In addition, a strand of hair was on the shower room floor. 在浴室中发现了清洁问题。例如，浴缸和水槽的水龙头上有明显且可去除的水渍。此外，淋浴室地板上有一根头发。
PHOTO 2 OF 4 照片 2/4
Guest Room 客房
The bathroom is exceptionally clean 浴室非常干净
Cleanliness issues were noted in the bathroom. For example, the bathtub and sink faucets had prominent and removable water stains. In addition, a strand of hair was on the shower room floor. 在浴室中发现了清洁问题。例如，浴缸和水槽的水龙头上有明显且可去除的水渍。此外，淋浴室地板上有一根头发。
PHOTO 3 OF 4 照片 3 之 4
Guest Room 客房
The bathroom is exceptionally clean 浴室非常干净
Cleanliness issues were noted in the bathroom. For example, the bathtub and sink faucets had prominent and removable water stains. In addition, a strand of hair was on the shower room floor. 在浴室中发现了清洁问题。例如，浴缸和水槽的水龙头上有明显且可去除的水渍。此外，淋浴间的地板上有一绺头发。
PHOTO 4 OF 4 照片 4 之 4
Guest Room 客房
The bedroom is extremely well-maintained 卧室维护得非常好
Maintenance issues were noted in the bedroom. For example, scratches were on different parts of the wooden floor, and limescale was in the kettle. In addition, the wall’s skirting board was discolored. 在卧室中发现了维护问题。例如，木地板的不同部分有划痕，水壶中有水垢。此外，墙角的踢脚板颜色褪色了。
PHOTO 1 OF 4 照片 1 / 4
Guest Room 客房
The bedroom is extremely well-maintained 卧室维护得非常好
Maintenance issues were noted in the bedroom. For example, scratches were on different parts of the wooden floor, and limescale was in the kettle. In addition, the wall’s skirting board was discolored. 在卧室发现了维护问题。例如，木地板的不同部分有划痕，水壶有水垢。此外，墙面的踢脚板变色。
PHOTO 2 OF 4 照片 2 / 4
Guest Room 客房
The bedroom is extremely well-maintained 卧室维护得非常好
Maintenance issues were noted in the bedroom. For example, scratches were on different parts of the wooden floor, and limescale was in the kettle. In addition, the wall’s skirting board was discolored. 卧室中发现了维护问题。例如，木地板的不同部分有划痕，水壶中有水垢。此外，墙壁的踢脚板变色。
PHOTO 3 OF 4 照片 3 之 4
Guest Room 客房
The bedroom is extremely well-maintained 卧室保持得非常好
Maintenance issues were noted in the bedroom. For example, scratches were on different parts of the wooden floor, and limescale was in the kettle. In addition, the wall’s skirting board was discolored. 在卧室中发现了维护问题。例如，木地板的不同地方出现了划痕，水壶中有水垢。此外，墙壁的踢脚板褪色了。
PHOTO 4 OF 4 照片 4 之 4
Guest Room 客房
The grooming areas are generously spacious so that two persons could easily shower and dress in comfort 洗澡区域非常宽敞，以便两个人可以轻松舒适地洗澡和穿衣 ◻\square The grooming areas in the room were spacious and easily allowed two guests to shower and dress in comfort. For instance, there was a sepYes arate dressing table with a mirror and ottoman and the bathroom featured an extended vanity counter with dual sinks. Enclosed glass doors separated the walk-in shower and water closet, and a freestanding bathtub was available. 房间内的梳妆区域宽敞，方便两位客人舒适地淋浴和穿衣。例如，房间内有一张带镜子的梳妆台和一个脚凳，浴室则配有一个带双水槽的延伸梳妆台。封闭的玻璃门隔开了步入式淋浴间和卫生间，还有一个独立的浴缸可供使用。
Guest Room 客房
Placement of bathroom amenities is convenient and careful 浴室用品的摆放既方便又细心
All amenities in the bathroom were conveniently arranged in a careful manner. The bath amenities were set in the shower and bathtub. 浴室内的所有设施都以精心的方式方便地安排好了。洗澡用品被放置在淋浴区和浴缸中。
Guest Room 客房
A specific welcome gift or amenity is provided on the day of arrival 到达当天提供特定的欢迎礼物或便利设施。
Welcome amenities included a fruit plate, pastries, a stuffed lion featuring the property’s graphic elements, and a greeting card from the hotel management. 欢迎礼品包括水果盘、糕点、一只带有酒店图形元素的填充狮子，以及酒店管理层的贺卡。
Guest Room 客房
Beyond basic amenities, the bathroom is supplied with at least two additional types of toiletry items 除了基本设施外，浴室还提供至少两种额外类型的洗漱用品。
Bath salts were provided in the bathroom. Due to local government environmental regulations, other bathroom amenities were not available in the room. Upon arrival at the reception, the guest received a toiletry bag that contained two dental kits, two toothpaste tubes, a shaving kit, and a comb. 浴室里提供了浴盐。由于当地政府的环保法规，其他浴室用品在客房内未提供。在抵达接待处时，客人收到一个洗漱包，内含两个牙齿清洁套件、两个牙膏管、一套剃须工具和一把梳子。
Guest Room 客房
The bed is clean and in excellent condition 床干净且状况良好
All elements of the bed were completely clean and well-maintained. As a note, the base of the bed frame had a minor dent. PHOTO 1 OF 2 床的所有部分完全干净并且维护良好。需要说明的是，床架的底部有一个小凹痕。照片 1/2
Guest Room 客房
The bed is clean and in excellent condition 床干净且状况良好
Yes 是
All elements of the bed were completely clean and well-maintained. As a note, the base of the bed frame had a minor dent. PHOTO 2 OF 2 床的所有部件都非常干净且保持良好。需要注意的是，床架的底部有一个小凹痕。照片 2/2
Guest Room 客房
The room promotes good sleep, including effective blackout functionality 该房间促进良好的睡眠，包括有效的遮光功能
Although the guest could easily control the room’s environmental factors using the bedside panel, the blackout curtains in the bedroom were not fully effective, as morning sunlight entered the room through gaps on the sides. 尽管客人可以通过床头面板轻松控制房间的环境因素，但卧室的黑暗窗帘效果不佳，早晨的阳光通过两侧的缝隙进入房间。
Hotel collateral is accurate and grammatically correct; if provided, magazines are current 酒店的宣传材料准确且语法正确；如果提供，杂志是最新的
Information on the printed collateral was accurate, and the magazines provided were the current editions. The television information said that Sky59 Rooftop Bar was open until 1 a.m. daily; however, it closed at midnight during weekdays and 1 a.m. only from Fridays to Sundays. The digital in-room dining menu contained typos, including “Suateed,” under the green vegetables. 打印的宣传材料信息准确，提供的杂志是最新版本。电视信息显示 Sky59 Rooftop Bar 每天开放至凌晨 1 点；然而，它在工作日关门时间是午夜，仅在周五至周日开放至凌晨 1 点。数字化的房内餐饮菜单包含拼写错误，包括“苏特德”，在绿色蔬菜下。
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TRAVELGUIDE 旅游指南
Guest Room 客房
Hotel collateral is accurate and grammatically correct; if provided, magazines are current 酒店抵押品准确且语法正确；如果提供，则杂志是最新的
Information on the printed collateral was accurate, and the magazines provided were the current editions. The television information said that Sky59 Rooftop Bar was open until 1 a.m. daily; however, it closed at midnight during weekdays and 1 a.m. only from Fridays to Sundays. The digital in-room dining menu contained typos, including “Suateed,” under the green vegetables. 印刷宣传材料上的信息是准确的，提供的杂志是最新版本。电视上的信息显示 Sky59 Rooftop Bar 每天营业到凌晨 1 点；然而，在工作日它只营业到午夜，周五到周日才营业到凌晨 1 点。数字客房服务菜单中有拼写错误，包括绿色蔬菜下的“Suateed”。
TRAVELGUIDE 旅游指南
Guest Room 客房
The room is supplied with a distinctive variety of amenities that enhance the guest experience 房间配备了一系列独特的设施，以提升宾客的体验
A variety of high-quality amenities was supplied in the guest room, including wooden shoe trees, a branded paper shopping bag, a yoga mat, a steamer, and a stationary box. There was also a tray of two kinds of tea in the bedroom with a luxurious branded tea set, and the minibar selection provided well-selected snacks and premium beverages, an electric kettle, and a coffee pod machine. In addition, the technology in the room featured a wireless Bluetooth speaker, a smart television with airplay functionality and a wireless charging station. 客房内提供了多种高品质设施，包括木鞋撑、品牌纸购物袋、瑜伽垫、蒸汽熨斗和文具盒。卧室里还有一个豪华品牌茶具的茶盘，提供两种茶饮，以及迷你吧选提供精选小吃和优质饮品，还有一个电水壶和咖啡胶囊机。 此外，房间内配备了无线蓝牙音箱、一台具有 AirPlay 功能的智能电视和一个无线充电站。
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Guest Room 客房
The room is supplied with a distinctive variety of amenities that enhance the guest experience 房间配备了一系列独特的设施，以提升宾客的体验
A variety of high-quality amenities was supplied in the guest room, including wooden shoe trees, a branded paper shopping bag, a yoga mat, a steamer, and a stationary box. There was also a tray of two kinds of tea in the bedroom with a luxurious branded tea set, and the minibar selection provided well-selected snacks and premium beverages, an electric kettle, and a coffee pod machine. In addition, the technology in the room featured a wireless Bluetooth speaker, a smart television with airplay functionality and a wireless charging station. 客房内提供了多种高品质设施，包括木鞋撑、品牌纸购物袋、瑜伽垫、蒸汽熨斗和文具盒。卧室里还有一个豪华品牌茶具的茶盘，提供两种茶饮，以及迷你吧选提供精选小吃和优质饮品，还有一个电水壶和咖啡胶囊机。 此外，房间内配备了无线蓝牙音箱、一台具有 AirPlay 功能的智能电视和一个无线充电站。
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Guest Room 客房
The room is supplied with a distinctive variety of amenities that enhance the guest experience 房间配备了一系列独特的设施，以提升宾客的体验
A variety of high-quality amenities was supplied in the guest room, including wooden shoe trees, a branded paper shopping bag, a yoga mat, a steamer, and a stationary box. There was also a tray of two kinds of tea in the bedroom with a luxurious branded tea set, and the minibar selection provided well-selected snacks and premium beverages, an electric kettle, and a coffee pod machine. In addition, the technology in the room featured a wireless Bluetooth speaker, a smart television with airplay functionality and a wireless charging station. 客房内提供了多种高品质设施，包括木鞋撑、品牌纸购物袋、瑜伽垫、蒸汽熨斗和文具盒。卧室里还有一个豪华品牌茶具的茶盘，提供两种茶饮，以及迷你吧选提供精选小吃和优质饮品，还有一个电水壶和咖啡胶囊机。 此外，房间内配备了无线蓝牙音箱、一台具有 AirPlay 功能的智能电视和一个无线充电站。
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Guest Room 客房
The bathroom is extremely well-maintained 浴室维护得很好
Maintenance issues were noted in the bathroom. For example, the bathroom and shower ceiling had damaged panels and silicone, and the grout in the shower was discolored and had brown stains. 在浴室中发现了维护问题。例如，浴室和淋浴的天花板有受损的面板和硅胶，淋浴中的 grout 变色且有棕色污渍。
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Guest Room 客房
The bathroom is extremely well-maintained 浴室非常维护良好
Maintenance issues were noted in the bathroom. For example, the bathroom and shower ceiling had damaged panels and silicone, and the grout in the shower was discolored and had brown stains. 浴室中注意到了维护问题。例如，浴室和淋浴的天花板有损坏的面板和硅胶，淋浴的填缝剂变色并有棕色污渍。
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Guest Room 客房
The bathroom is extremely well-maintained 浴室维护得非常好
Maintenance issues were noted in the bathroom. For example, the bathroom and shower ceiling had damaged panels and silicone, and the grout in the shower was discolored and had brown stains. 在浴室中发现了维护问题。例如，浴室和淋浴的天花板上有损坏的面板和硅胶，淋浴中的 grout 变色并有棕色污渍。
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Fitness Services 健身服务
If provided, the overall appearances of the locker room and/or restroom area are organized, clean and well-maintained 如果提供，储物间和/或洗手间区域的整体外观整洁、有序且维护良好
The restroom was clean and organized, with fully stocked amenities. However, the shower inside the fitness center’s locker room had excessive limescale on the rainfall showerhead, and the ceiling was cracked. In addition, the marble around the shower drain had discolored and turned brown. 洗手间干净且井然有序，设施齐全。然而，健身中心储物间内的淋浴头上有大量水垢，天花板也有裂缝。此外，淋浴排水口周围的大理石变色并呈现褐色。
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Fitness Services 健身服务
If provided, the overall appearances of the locker room and/or restroom area are organized, clean and well-maintained 如果有提供，更衣室和/或卫生间的整体外观整洁、干净且维护良好
The restroom was clean and organized, with fully stocked amenities. However, the shower inside the fitness center’s locker room had excessive limescale on the rainfall showerhead, and the ceiling was cracked. In addition, the marble around the shower drain had discolored and turned brown. 卫生间干净且整齐，配备齐全的便利设施。然而，健身中心更衣室内的淋浴头上有过多的水垢，天花板有裂缝。此外，淋浴排水口周围的大理石变色并变成了棕色。
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Fitness Services 健身服务
If provided, the overall appearances of the locker room and/or restroom area are organized, clean and well-maintained 如果提供，储物间和/或卫生间的整体外观是有条理的、干净的和维护良好的
The restroom was clean and organized, with fully stocked amenities. However, the shower inside the fitness center’s locker room had excessive limescale on the rainfall showerhead, and the ceiling was cracked. In addition, the marble around the shower drain had discolored and turned brown. 厕所干净整洁，设施齐全。然而，健身中心更衣室内的淋浴房的雨淋头上有过多的水垢，天花板也裂了。此外，淋浴排水口周围的 marble 变色了，变成了棕色。
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Fitness Services 健身服务
The fitness room and all amenities are clean and in excellent condition 健身房及所有设施都很干净，状态极佳
The ceiling above the treadmill had noticeable colored stains near the vents, and long scratches on the wooden floor stood out by the entrance near the amenity cabinet. 跑步机上方的天花板在通风口附近有明显的彩色污渍，入口处靠近设施柜的木地板上有长划痕。
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Fitness Services 健身服务
The fitness room and all amenities are clean and in excellent condition 健身房及所有设施都很干净，状况极佳
The ceiling above the treadmill had noticeable colored stains near the vents, and long scratches on the wooden floor stood out by the entrance near the amenity cabinet. 跑步机上方的天花板在通风口附近有明显的彩色污渍，入口处靠近设施柜的木地板上有长划痕。
PHOTO 2 OF 3 照片 2 的 3
Fitness Services 健身服务
The fitness room and all amenities are clean and in excellent condition 健身房和所有设施都很干净，状况极佳
The ceiling above the treadmill had noticeable colored stains near the vents, and long scratches on the wooden floor stood out by the entrance near the amenity cabinet. 跑步机上方的天花板在通风口附近有明显的彩色污渍，入口附近的木地板上有深刻的划痕，尤其在便利柜旁边。
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TRAVELGUIDE 旅游指南
Fitness Services 健身服务
All fitness equipment is clean and in excellent working order 所有健身器械都干净且运转良好
Though most equipment in the fitness facility was properly functioning and in pristine condition, the sidebar of the treadmill the guest used had prominent and excessive white marks, and there was a strand of hair near the screen. In addition, a bar of one of the strength training machines had black scuffs. 尽管健身设施中的大多数设备都正常运作且状况良好，但客人使用的跑步机侧边有明显且过多的白色印记，屏幕附近还有一根头发。此外，一台力量训练机器的横杆上有黑色划痕。
PHOTO 1 OF 3 照片 1 共 3 张
TRAVELGUIDE 旅游指南
Fitness Services 健身服务
All fitness equipment is clean and in excellent working order 所有健身器材都干净，状态良好
Though most equipment in the fitness facility was properly functioning and in pristine condition, the sidebar of the treadmill the guest used had prominent and excessive white marks, and there was a strand of hair near the screen. In addition, a bar of one of the strength training machines had black scuffs. 尽管健身设施中的大多数设备正常运转且状况良好，但客人使用的跑步机侧边有明显而过多的白色痕迹，屏幕附近有一根头发。此外，一台力量训练器械的杠杆上有黑色划痕。
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Fitness Services 健身服务
All fitness equipment is clean and in excellent working order 所有健身设备均保持清洁，并处于良好的工作状态
Though most equipment in the fitness facility was properly functioning and in pristine condition, the sidebar of the treadmill the guest used had prominent and excessive white marks, and there was a strand of hair near the screen. In addition, a bar of one of the strength training machines had black scuffs. 尽管健身设施中的大部分设备正常运行且状况良好，但客人使用的跑步机的侧边有明显且过多的白色痕迹，屏幕附近还有一缕头发。此外，一台力量训练器械的横杆上有黑色划痕。
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Guest Service Request 客户服务请求
Folded items are returned with luxurious presentation 折叠物品以奢华的方式归还
The neatly folded garments were presented in a luxurious leather box. For instance, the shirt was folded and enclosed with a cardstock banner featuring the logo. 整齐折叠的衣物被放在一个豪华的皮盒中展示。例如，衬衫被折叠并用带有标志的卡纸横幅包裹着。
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TRAVELGUIDE 旅游指南
Guest Service Request 客户服务请求
Folded items are returned with luxurious presentation 折叠物品以奢华的方式呈现
Yes 是
The neatly folded garments were presented in a luxurious leather box. For instance, the shirt was folded and enclosed with a cardstock banner featuring the logo. 整齐折叠的衣物被呈现在一个奢华的皮革盒子里。例如，衬衫被折叠并用一张印有 logo 的纸卡封闭。
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Hotel Dining 酒店餐饮
Table is in excellent condition and completely clean 桌子状况极好，并且完全干净
While the table was well maintained, the base of the table had excessive, small pieces of debris. 尽管桌子维护得很好，但桌子的底部有大量小碎片。
Hotel Dining 酒店餐饮
Serviceware is in excellent condition, completely clean and hygienic in appearance 餐具状况良好，完全干净且外观卫生。
While other serviceware was clean and in good condition, the golden rim of the teapot was discolored and faded, and the cutlery had prominent scratches and dents. In addition, the water glass had a dried water stain. 尽管其他餐具干净且状况良好，但茶壶的金边已变色和褪色，餐具上有明显的划痕和凹痕。此外，水杯上有一处干涸的水渍。
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Hotel Dining 酒店餐饮
Serviceware is in excellent condition, completely clean and hygienic in appearance 餐具状况良好，完全干净且外观卫生。
While other serviceware was clean and in good condition, the golden rim of the teapot was discolored and faded, and the cutlery had prominent scratches and dents. In addition, the water glass had a dried water stain. 虽然其他餐具干净且状况良好，但茶壶的金边已褪色和变色，刀叉上有明显的划痕和凹痕。此外，水玻璃上有一个干涸的水渍。
PHOTO 2 OF 5 照片 2/5
Hotel Dining 酒店餐饮
Serviceware is in excellent condition, completely clean and hygienic in appearance 餐具状况良好，完全干净且外观卫生。
While other serviceware was clean and in good condition, the golden rim of the teapot was discolored and faded, and the cutlery had prominent scratches and dents. In addition, the water glass had a dried water stain. 虽然其他餐具干净且状态良好，但茶壶的金边已经变色和褪色，刀叉上有明显的划痕和凹痕。此外，水杯上有干涸的水渍。
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Hotel Dining 酒店餐饮
Serviceware is in excellent condition, completely clean and hygienic in appearance 餐具状况良好，完全干净且外观卫生。
While other serviceware was clean and in good condition, the golden rim of the teapot was discolored and faded, and the cutlery had prominent scratches and dents. In addition, the water glass had a dried water stain. 尽管其他餐具干净且状况良好，但茶壶的金边已经变色和褪色，刀叉上有明显的划痕和凹痕。此外，水杯上有干燥的水渍。
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Hotel Dining 酒店餐饮
Serviceware is in excellent condition, completely clean and hygienic in appearance 餐具状况良好，完全干净且外观卫生。
While other serviceware was clean and in good condition, the golden rim of the teapot was discolored and faded, and the cutlery had prominent scratches and dents. In addition, the water glass had a dried water stain. 虽然其他餐具干净且状况良好，但茶壶的金边已经变色和褪色，餐具上有明显的划痕和凹痕。此外，水杯上有干涸的水渍。
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Hotel Dining 酒店用餐
Coffee and tea service is presented in a refined manner 咖啡和茶的服务以优雅的方式呈现
The teas were served in distinct teapots and matching teacups and saucers, and Carly elegantly poured the first cups of tea for the guests using stainless steel tea strainers. 茶水被盛在独特的茶壶和配套的茶杯及茶托中，卡莉优雅地为客人倒入第一杯茶，使用不锈钢茶滤。
Hotel Dining 酒店用餐
Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct. 菜单和账单夹状况完好，没有任何损坏。菜单语法正确。
The check presenter was in good condition, and the menu was grammatically correct. However, the cover of the beverage menu had a prominent pen mark, and one of the pages was stained. 账单夹状况良好，菜单语法正确。然而，饮品菜单的封面上有明显的笔迹，一页还留下了污渍。
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Hotel Dining 酒店餐饮
Menu and check presenter are in pristine condition, free of any damage. Menu is grammatically correct. 菜单和账单夹状况完好，没有任何损坏。菜单语法正确。
The check presenter was in good condition, and the menu was grammatically correct. However, the cover of the beverage menu had a prominent pen mark, and one of the pages was stained. 账单夹状况良好，菜单语法正确。然而，饮料菜单的封面上有明显的笔记痕迹，其中一页还有污渍。
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Hotel Dining 酒店餐饮
Food presentation is precise and carefully plated 食物的呈现精确且精心摆盘
The dishes were precisely plated. As a note, the truffle fries surpassed the edges of the bowl and were not as neatly presented PHOTO 1 OF 4 菜品摆盘精确。作为备注，松露薯条超出了碗的边缘，没有那么整齐地呈现 出图 1 共 4 张
Hotel Dining 酒店餐饮
Food presentation is precise and carefully plated 食物的呈现精确且精心摆盘
The dishes were precisely plated. As a note, the truffle fries surpassed the edges of the bowl and were not as neatly presented. 菜肴摆盘非常讲究。需要指出的是，松露薯条超出了碗的边缘，呈现得不是很整齐。
Hotel Dining 酒店餐饮
Food presentation is precise and carefully plated 食物的摆盘精确且小心翼翼 ◻\square The dishes were precisely plated. As a note, the truffle fries surpassed the edges of the bowl and were not as neatly presented. ◻\square 菜品摆盘非常精致。值得注意的是，松露薯条超出了碗的边缘，呈现得不太整齐。
Yes PHOTO 3 OF 4 是照片 3 的 4
Hotel Dining 酒店餐饮
Food presentation is precise and carefully plated 食物呈现精确且精心摆放 ◻\square
The dishes were precisely plated. As a note, the truffle fries surpassed the edges of the bowl and were not as neatly presented. 菜肴的摆放非常精致。不过需要注意的是，松露薯条超出了碗的边缘，呈现得不够整齐。
Yes PHOTO 4 OF 4 是的，照片 4 共 4 张
TRAVELGUIDE 旅游指南
In Room Dining 客房用餐
Serviceware is in excellent condition, completely clean and hygienic in appearance 餐具状况良好，完全干净且外观卫生。
While other serviceware was clean and in good condition, the silver chopstick stand had prominent stains and scratches. In addition, the white plate holding the cloth napkin had salt or sugar granules scattered on it. 虽然其他餐具干净且状况良好，但银色筷架上有明显的污渍和划痕。此外，盛放布餐巾的白色盘子上 scattered 上撒了盐或糖颗粒。
PHOTO 1 OF 2 照片 1 之 2
In Room Dining 客房用餐
Serviceware is in excellent condition, completely clean and hygienic in appearance 餐具状况良好，完全干净且外观卫生。
While other serviceware was clean and in good condition, the silver chopstick stand had prominent stains and scratches. In addition, the white plate holding the cloth napkin had salt or sugar granules scattered on it. 虽然其他餐具干净且状况良好，但银色筷架上有明显的污渍和划痕。此外，盛放布餐巾的白色盘子上 scattered 上撒了盐或糖颗粒。
PHOTO 2 OF 2 照片 2 / 2
In Room Dining 客房用餐
Cloth napkins, tablecloths and liners used are in excellent condition, clean and pressed 布餐巾、桌布和垫布的状态极佳，干净且熨烫平整 ◻\square The cloth napkin and tablecloth were spotless, pressed and in excellent condition. As a note, two prominent loose threads were on the tablecloth, though they were more minor. ◻\square 布餐巾和桌布一尘不染，熨烫得非常整齐，状态极佳。值得注意的是，桌布上有两根明显的松线，但这并不影响整体。
In Room Dining 客房用餐
Coffee and tea service is presented in a refined manner 咖啡和茶水服务以精致的方式呈现
Yes 是的
The yellow gold tea was served in a delicate and elegant white porcelain tea pot and was poured into matching style of tea cup with a sacuer. 黄色的金茶用精致而优雅的白色瓷茶壶盛出，倒入配套风格的茶杯和碟子中。
TRAVELGUID 旅行指南
In Room Dining 客房用餐
Tray or in-room dining cart is in excellent condition and completely clean 托盘或客房送餐车的状态良好，完全干净
There were stains and smudges noted on the hot box for the in-room dining cart. 在客房送餐车的热箱上发现了污垢和污渍。
TRAVELGUIDE 旅游指南
In Room Dining 客房用餐
Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged 工作人员方便地摆好了餐桌，餐点准备就绪；所有餐具整齐排列 ◻\square Robert properly set the table so that nothing had to be moved before the commencement of the meal. As a note, he might have straightened ◻\square 罗伯特正确地摆好了餐桌，以便在用餐开始前无需移动任何东西。顺便提一下，他可能调整了一下。
Yes and smoothed the tablecloth during the service, as the tablecloth was visibly uneven with air pockets. 是的，在服务期间抚平了桌布，因为桌布明显不平，有气泡。
In Room Dining 客房用餐
If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable 如果提供客房服务，椅子会被带到桌子旁，座位安排会非常舒适。
The seating arrangement was comfortable. 座位安排很舒适。
In Room Dining 客房用餐
Food presentation is precise and carefully plated 食物的摆盘非常精确且精心安排 ◻\square The food presentations were precisely plated. ◻\square 食物的摆盘非常精确。
Yes PHOTO 1 OF 2 是的，照片 1 的 2 张。
In Room Dining 客房用餐
Food presentation is precise and carefully plated 食物的摆盘准确且精心制作 ◻\square The food presentations were precisely plated. ◻\square 食物的摆盘非常精致。
Yes PHOTO 2 OF 2 是的，照片 2 共 2 张
Public Areas 公共区域
The interior public areas are clean and in excellent condition 室内公共区域干净且状况良好
Though the interior areas of the hotel were spotless, maintenance issues were noted. For instance, the elevator panels had prominent scratches, and the grouts in the shower rooms on the 59th floor had black mold built up and stained. The date and time displayed on the elevator screen were inaccurate. In addition, during the public area meal, the table’s base had a long strand of hair. The locker on the 59th floor by the spa facilities had brown dented spots. 尽管酒店的内部区域一尘不染，但还是发现了一些维护问题。比如，电梯面板上有明显的划痕，59 楼的淋浴房的瓷缝里有黑霉积聚并被污染。电梯屏幕上显示的日期和时间不准确。此外，在公共区域用餐时，桌子的底座上有一根长长的头发。59 楼靠近水疗设施的储物柜上有棕色的凹痕。
PHOTO 1 OF 5 照片 1/5
Public Areas 公共区域
The interior public areas are clean and in excellent condition 室内公共区域干净且状况良好
Though the interior areas of the hotel were spotless, maintenance issues were noted. For instance, the elevator panels had prominent scratches, and the grouts in the shower rooms on the 59th floor had black mold built up and stained. The date and time displayed on the elevator screen were inaccurate. In addition, during the public area meal, the table’s base had a long strand of hair. The locker on the 59th floor by the spa facilities had brown dented spots. 尽管酒店内部区域一尘不染，但也发现了一些维护问题。例如，电梯面板上有明显的划痕，59 楼淋浴房的喷浆处长出了黑色霉菌并有污垢。电梯屏幕上显示的日期和时间不准确。此外，在公共区域用餐时，桌子的底座上有一根长长的头发。59 楼水疗设施旁的储物柜上有棕色的凹痕。
PHOTO 2 OF 5 照片 2 / 5
Public Areas 公共区域
The interior public areas are clean and in excellent condition 室内公共区域干净且状况良好
Though the interior areas of the hotel were spotless, maintenance issues were noted. For instance, the elevator panels had prominent scratches, and the grouts in the shower rooms on the 59th floor had black mold built up and stained. The date and time displayed on the elevator screen were inaccurate. In addition, during the public area meal, the table’s base had a long strand of hair. The locker on the 59th floor by the spa facilities had brown dented spots. 虽然酒店的内部区域一尘不染，但仍发现了一些维护问题。例如，电梯面板上有明显的划痕，59 层淋浴室的瓷砖缝隙中积聚了黑色霉菌并变得污迹斑斑。电梯屏幕上显示的日期和时间不准确。此外，在公共区域用餐时，桌子的底座上有一条长长的头发。位于 59 层水疗设施旁的储物柜上有褐色的凹痕。
PHOTO 3 OF 5 第 3 张，共 5 张照片
Public Areas 公共区域
The interior public areas are clean and in excellent condition 室内公共区域干净且状况良好
Though the interior areas of the hotel were spotless, maintenance issues were noted. For instance, the elevator panels had prominent scratches, and the grouts in the shower rooms on the 59th floor had black mold built up and stained. The date and time displayed on the elevator screen were inaccurate. In addition, during the public area meal, the table’s base had a long strand of hair. The locker on the 59th floor by the spa facilities had brown dented spots. 尽管酒店的内部区域一尘不染，但还是注意到了维修问题。例如，电梯面板上有明显的划痕，59 层淋浴间的砖缝里长满了黑霉并且污垢明显。电梯屏幕上显示的日期和时间不准确。此外，在公共区域用餐时，桌子的底座上有一根长长的头发。位于 59 层水疗设施旁的储物柜上有褐色的凹痕。
PHOTO 4 OF 5 第 4 张照片，共 5 张
Public Areas 公共区域
The interior public areas are clean and in excellent condition 室内公共区域干净且状况良好
Though the interior areas of the hotel were spotless, maintenance issues were noted. For instance, the elevator panels had prominent scratches, and the grouts in the shower rooms on the 59th floor had black mold built up and stained. The date and time displayed on the elevator screen were inaccurate. In addition, during the public area meal, the table’s base had a long strand of hair. The locker on the 59th floor by the spa facilities had brown dented spots. 虽然酒店的内部区域一尘不染，但仍发现了一些维护问题。例如，电梯面板上有明显的划痕，59 层的淋浴间的瓷砖缝隙里积累了黑色霉菌并变色。电梯屏幕上显示的日期和时间不准确。此外，在公共区域用餐时，桌子的底座上有一根长长的头发。59 层靠近水疗设施的储物柜上有棕色的凹痕。
PHOTO 5 OF 5 照片 5 的 5
Housekeeping Daily Service 家务日常服务
All window treatments are opened, if appropriate, have a symmetrical appearance and are uniform day-to-day 所有窗帘如果合适，都要打开，外观对称且日常保持一致
Yes 是
The window treatments were in symmetrical and uniform appearance as of arrival, and that the sheers were drawn to protect the room from Yes the afternoon heat. 到达时窗帘的外观对称且均匀，并且薄纱被拉开以保护房间免受下午的热量。
Housekeeping Daily Service 每日客房服务
Shoes left out in the room are paired and neatly placed near where the guest had left them, out of high traffic areas 房间内遗留的鞋子被配对并整齐地放置在离客人遗留位置不远的地方，避免高交通区域。
Shoes were neatly paired close to where they were left and placed out of high traffic areas. 鞋子被整齐配对，放置在离遗留位置不远的地方，并放在高交通区域之外。
Housekeeping Daily Service 日常清洁服务
All bathroom fixtures are thoroughly cleaned 所有卫生间设施都进行了彻底清洁
Other bathroom fixtures were thoroughly cleaned and dried. However, the prominent dried water spots on the bathtub faucet upon arrival remained, and one of the faucets had removable soap limescale. 其他卫生间设施已被彻底清洁和干燥。然而，抵达时浴缸水龙头上显著的干水渍依然存在，且其中一个水龙头上有可拆卸的肥皂水垢。
PHOTO 1 OF 2 照片 1 之 2
Housekeeping Daily Service 家政每日服务
All bathroom fixtures are thoroughly cleaned 所有浴室设施均已彻底清洁
Other bathroom fixtures were thoroughly cleaned and dried. However, the prominent dried water spots on the bathtub faucet upon arrival remained, and one of the faucets had removable soap limescale. 其他卫生间配件已彻底清洁并干燥。然而，抵达时浴缸水龙头上的显著干水点仍然存在，并且其中一个水龙头有可拆卸的肥皂水垢。
PHOTO 2 OF 2 照片 2/2
Housekeeping Daily Service 客房服务每日清洁
Clothing left around the room is neatly folded or draped and left within immediate guest view 房间内的衣物被整齐地折叠或悬挂，放在客人视线范围内
Clothes were neatly handled. As a note, the vest left on the sofa was hung in the closet, though it was in an obvious location that the guest did not have to search for it. 衣物被整齐地处理了。需要说明的是，留在沙发上的背心被挂在了衣柜里，虽然它放在一个明显的位置，客人不需要寻找它。
PHOTO 1 OF 2 照片 1 之 2
Housekeeping Daily Service 家务每日服务
Clothing left around the room is neatly folded or draped and left within immediate guest view 房间里的衣物整齐地折叠或放置，并放在客人视线范围内 ◻\square Clothes were neatly handled. As a note, the vest left on the sofa was hung in the closet, though it was in an obvious location that the guest Yes did not have to search for it. ◻\square 衣物处理得很整齐。值得注意的是，放在沙发上的背心被挂在了衣柜里，尽管它在一个显眼的位置，客人不需要花力气去寻找它。
PHOTO 2 OF 2 照片 2/2
Housekeeping Daily Service 日常 housekeeping 服务
The bathroom floor is thoroughly cleaned 浴室地板已彻底清洁
Housekeeping Daily Service 日常 housekeeping 服务
Toiletries and cosmetics are neatly arranged 卫 toiletries 及化妆品整齐地摆放着 ◻\square Personal toiletries were neatly arranged. As a note, the toothpaste was placed vertically on the shelf with the label facing down and did not appear as neatly organized as the other toiletries. ◻\square 个人洗漱用品整齐安排。需要注意的是，牙膏垂直放置在架子上，标签朝下，看起来没有其他洗漱用品那么整齐。
PHOTO 1 OF 2 照片 1 之 2
Housekeeping Daily Service 客房每日服务
Toiletries and cosmetics are neatly arranged 日用品和化妆品整齐地排列着
Personal toiletries were neatly arranged. As a note, the toothpaste was placed vertically on the shelf with the label facing down and did not appear as neatly organized as the other toiletries. 个人洗漱用品整齐排列。需要注意的是，牙膏垂直放置在架子上，标签朝下，显得没有其他洗漱用品那么整齐。
PHOTO 2 OF 2 照片 2 的 2
Housekeeping Daily Service 日常清洁服务
The bed is tightly and attractively remade with decorative elements replaced 床铺重新整理得紧致且美观，装饰元素已更换
The bed was neatly remade to look as it did on arrival. 床铺被整齐地重新整理，与到达时一样。
Housekeeping Evening Service 家政服务晚间
During evening service, clothing left around the room is neatly folded or draped and left within immediate guest view Yes 在晚间服务期间，房间内留下的衣物被整齐地折叠或挂放，并放在客人能立即看到的地方。
Clothes were neatly handled. 衣物被整齐地处理了。
Housekeeping Evening Service 家政服务晚间
During evening service, an effort is made to set an appropriate atmosphere 在晚间服务期间，努力营造一个合适的氛围 ◻\square The room was prepared for the evening. For example, the lights in the room were dimmed, the blackout curtains were drawn, and the televi- 房间已为夜晚做好准备。例如，房间里的灯光已经调暗，黑暗窗帘被拉上，电视设置在欢迎页面上。
Yes sion was set to the welcome page. The bedside reading light was turned on, and a pair of slippers were set on a linen mat by the same side of the bed. A bottle of water, a glass and a lavender linen mist were provided. In addition, the valet tray with a laundry bag and list was set on the bed bench. 床头的阅读灯已打开，一双拖鞋被放在床的一侧的亚麻垫上。一瓶水、一只玻璃杯和一瓶薰衣草亚麻喷雾被提供了。此外，带有洗衣袋和清单的代客托盘被放在床凳上。
Housekeeping Evening Service 客房服务晚间服务
During evening service, toiletries and cosmetics are neatly arranged 在晚间服务期间，洗漱用品和化妆品整齐排列 ◻\square Personal toiletries were neatly arranged. 个人洗漱用品整齐地排列着。
Yes 是的
Housekeeping Evening Service 客房服务晚上服务
During evening service, used bathroom linens are removed and neatly replaced, unless the guest chooses to participate in an environmental preference program 在晚间服务期间，使用过的卫生间布料会被清除并整齐更换，除非客人选择参与环保偏好项目。
Used bathroom linens were automatically replaced. The fresh items were neatly arranged. 使用过的浴室毛巾会自动更换。新的物品整齐地摆放着。
Housekeeping Evening Service 家政晚间服务
During evening service, the bathroom counter, sink, shower and tub are cleaned 在晚间服务期间，浴室的台面、水槽、淋浴和浴缸会进行清洁
The bathroom was not thoroughly cleaned. For example, removable and noticeable dried water spots were on faucets and fixtures. 浴室没有彻底清洁。例如，水龙头和配件上有可移动且明显的干水渍。
Housekeeping Evening Service 家政晚间服务
During evening service, the bathroom counter, sink, shower and tub are cleaned 在晚间服务期间，浴室的台面、水槽、淋浴和浴缸会进行清洁
The bathroom was not thoroughly cleaned. For example, removable and noticeable dried water spots were on faucets and fixtures. 浴室没有彻底清洁。例如，水龙头和配件上有可拆卸且明显的干水渍。
PHOTO 2 OF 3 照片 2 的 3
TRAVELGUIDE 旅游指南
Housekeeping Evening Service 客房服务晚间服务
During evening service, the bathroom counter, sink, shower and tub are cleaned 在晚间服务期间，浴室的台面、水槽、淋浴和浴缸会进行清洁
The bathroom was not thoroughly cleaned. For example, removable and noticeable dried water spots were on faucets and fixtures. PHOTO 3 OF 3 浴室没有彻底清洁。例如，水龙头和设备上有可拆卸和明显的干水垢。照片 3 / 3
TRAVELGUIDE 旅游指南
Housekeeping Evening Service 家务晚间服务
During evening service, bedding is neatly prepared. If decorative items are removed, they are discreetly stored 在晚间服务中，床上用品整齐地准备好。如果装饰品被移除，它们会被谨慎地储存起来。
The bed was neatly made during the evening service, as the pillows laid flat, ready for sleep, and the sheets were smoothed and folder over. Decorative pillows were removed and discreetly stored. 晚间服务时床铺被整齐地整理好，枕头平放，准备入睡，床单被抚平并折叠好。装饰性枕头被移除并谨慎地储存起来。
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