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。
