Wedding 情景演練評(píng)估表-婚宴

Welcome to Shangri-La Hongqiao Airport, Shanghai & Traders Hongqiao Aiport, Shanghai! Thank you for participating in this Pre-opening Hotel Simulation. We aim to provide you with the unique signature experience during your experience. We would appreciate if you can take a few minutes to give us your feedback and suggestions.
歡迎來(lái)到上海虹橋機(jī)場(chǎng)香格里拉及上海虹橋機(jī)場(chǎng)盛貿(mào)酒店。十分感謝您參加酒店開(kāi)業(yè)前的模擬營(yíng)業(yè)。我們的目標(biāo)是在您會(huì)議期間,為您提供獨(dú)特的體驗(yàn)。請(qǐng)您利用幾分鐘的時(shí)間完成以下情景評(píng)估表,非常感謝您的寶貴意見(jiàn)和建議。

We thank you for your support and wish you a pleasant ative experience.
再次感謝您的支持并祝您有個(gè)美好的體驗(yàn)。
This questionnaire is expected to take 20 minutes to complete. It can be saved automatically if you quit halfway.
問(wèn)卷填寫(xiě)預(yù)計(jì)需要20分鐘,問(wèn)卷中途退出可自動(dòng)保存。
Scenario 本次婚禮情景




Type of Guest 客人類(lèi)型

 - Local wedding couple guest 兩位夫妻本地人。




Preferences 喜好

Mr. Lin likes a quiet room with no connecting door. Get used to have a glass of red wine before going to bed. They prefer Chinese dishes with Pu'er tea.

男方喜歡安靜的房間,沒(méi)有聯(lián)通門(mén)。睡覺(jué)前習(xí)慣喝一杯紅葡萄酒。用餐時(shí)更偏好中式菜肴搭配普洱茶。


Ms. Chen like to sleep on space cotton pillows. I like to drink white wine when eating, and she is allergic to peanuts.

女方喜歡睡太空棉枕頭。用餐時(shí)喜歡喝白葡萄酒,對(duì)花生過(guò)敏。




Require 本次婚宴需求

You want to reserve Shangri-la Ballroom for the wedding banquet, and you need to use LED.
Want the hotel to prepare a guest room with wedding set up.
Need to choose the menu of 9888 yuan and reserve 30 tables with hotel sales, and prepare 1 more tables at the same time. Red tablecloth and chair cover are selected.
You will bring your own wedding company, but you want to borrow the lawn of the hotel to take photos.
Want the hotel to reserve at least 30 parking spaces for you.
You will bring your own wine and dried fruit. The wine needs to storage in hotel, and the dried fruit needs for storage and set up.
您想要預(yù)定香格里拉大宴會(huì)廳作為婚宴主會(huì)場(chǎng),期間需要使用LED。
您希望酒店為您準(zhǔn)備一間婚房。
您需要選擇9,888元菜單,與酒店婚宴銷(xiāo)售預(yù)定30桌的餐,同時(shí)多準(zhǔn)備1桌。宴會(huì)廳布置選用紅色桌布及椅套。
您會(huì)自帶婚慶公司,不需要酒店介紹,但是您想要借用酒店豪華閣拍照。
您希望酒店能為您預(yù)留至少30個(gè)車(chē)位。
您會(huì)自帶酒水和干果,酒水需要酒店幫忙存放,干果需要酒店幫忙存放及布置。




Reservation Channel 預(yù)定渠道:Walk-in 進(jìn)入酒店前臺(tái)詢(xún)價(jià)




Type of SLC 會(huì)員類(lèi)型:Golden Member 黃金級(jí)會(huì)員




Schedule 流程安排

On the 24th, two of you need to came to the hotel and communicate with the sales, and sign the contract.

On the 27th, Mr. Lin needs to come to the hotel in advance to store the drinks and dried fruits in the hotel.

The wedding room was checked in at 8:00 a.m. on the 28th, the guests entered from 11:00 to 12:00 p.m., the wedding banquet officially started at 12:30, the guests left at 2:00 p.m., and the couple checked out at 4:00 p.m.

24號(hào)來(lái)到酒店與銷(xiāo)售進(jìn)行溝通,并簽訂合同。

27號(hào)林先生需要提前來(lái)酒店將酒水及干果存放至酒店。

28號(hào)早上8點(diǎn)入住婚房,11點(diǎn)至12點(diǎn)賓客進(jìn)場(chǎng),12:30婚宴正式開(kāi)始,下午2點(diǎn)客人離場(chǎng),下午4點(diǎn)新人退房。

General Information 基本信息
1. Name 姓名
2. Please select your department

請(qǐng)選擇您所在的部門(mén)
請(qǐng)選擇
3. What is your wedding role?
您的婚宴角色是?
4. S&M 市場(chǎng)銷(xiāo)售部

Name of colleague who serve you:
為您提供服務(wù)的員工的名字:
5. Greet you by name (if applicable)?
稱(chēng)呼您的姓(如適用)?
6. Introduce himself / herself?
介紹他/她自己?
7. Visit the banquet hall?
是否帶您參觀宴會(huì)廳?

8. Introduce the ballroom correctly?
準(zhǔn)確無(wú)誤的介紹宴會(huì)廳及相關(guān)設(shè)施設(shè)備?
9. Ask for GTD and EXP tables?
問(wèn)詢(xún)桌數(shù)及協(xié)同備用桌?
10. The agreement is right?
準(zhǔn)確無(wú)誤的合同?
11. Check the details, such as setup and linen color?
是否核對(duì)相關(guān)細(xì)節(jié),如擺臺(tái)形式、桌布顏色等?
12. Introduce the room with wedding setup?
帶看客房并描述婚房布置?
13. Recommended wedding menu according to the request by guests?
根據(jù)與客人的交流合理推銷(xiāo)婚宴菜單?

14.

According to the guest's request, the chef meets the guest and design the menu?

應(yīng)客人要求,廚師長(zhǎng)親自見(jiàn)客人并定制菜單?

15. Provide a floor plan for you?
是否提供了合理的平面圖?

16. Provide the final version of menu?
是否提供最終確認(rèn)菜單?

17. Receive deposit smoothly?
收取定金流程順暢?

18. The contents of the contract are accurate?
合同的內(nèi)容準(zhǔn)確無(wú)誤
19. Did sign the arrangement contract with the third-party wedding banquet decoration company?
是否與第三方婚宴布置公司簽訂布場(chǎng)合約?
20. Have basic fire safety training is provided when entering the site to ensure that the site layout conforms to the fire safety regulations?
是否在進(jìn)入布場(chǎng)時(shí)提供基本消防安全培訓(xùn),確?,F(xiàn)場(chǎng)布置符合消防安全規(guī)定?
21. Is there a banquet sales manager to handover with you when your drinks arrive at the hotel?
您的酒水達(dá)到酒店時(shí)是否有宴會(huì)銷(xiāo)售經(jīng)理與您對(duì)接?

22. Does the banquet sales manager arrange the banquet manager to follow up with you on the details of the drinks, including the variety and quantity, and fill in the relevant forms?
宴會(huì)銷(xiāo)售經(jīng)理是否安排宴會(huì)部經(jīng)理與您跟進(jìn)酒水的細(xì)節(jié)確認(rèn),包含品種、數(shù)量,并填寫(xiě)相關(guān)表格?
23.

Did you receive the liquor card from the banquet manager?

宴會(huì)部經(jīng)理是否有給到您酒水寄存卡?
24. Housekeeping 客房部

Name of colleague who serve you:
為您提供服務(wù)的員工的名字:
25. Did the room attendant arrange guest rooms according to your request?
客房服務(wù)員是否按照您的要求為您準(zhǔn)備好了房間?
26.

Did the room attendant prepare special pillow for your request ?

客房服務(wù)員是否為您準(zhǔn)備了特別要求的枕頭?
27. Are you satisfied with the cleaning condition of the room?
您是否對(duì)房間的衛(wèi)生狀況滿意?
28. Are you satisfied with the cleaning condition of the wedding site?
您是否對(duì)婚禮現(xiàn)場(chǎng)的衛(wèi)生狀況滿意?
29. Are you satisfied with the cleaning condition of the wedding site washroom?
您是否對(duì)婚禮現(xiàn)場(chǎng)的洗手間的衛(wèi)生狀況滿意?
30. Did the PA supervisor communicate with organizer Effectively?
PA主管是否與團(tuán)隊(duì)負(fù)責(zé)人有效地溝通?
31. F&B Banquet Service 宴會(huì)服務(wù)部

Name of colleague who serve you:
為您提供服務(wù)的員工的名字:
32. Did you're meeting in charge manager or colleague introduce himself/herself to you?
會(huì)議負(fù)責(zé)人有介紹他/她自己給您認(rèn)識(shí)嗎?
33. Did the service associate address you by your name?
婚宴過(guò)程中服務(wù)人員有稱(chēng)呼您的名字嗎?
34. Did the service associate know and care your special preference?
婚宴過(guò)程中認(rèn)知您夫妻二人的特別喜好嗎?
35. Was the table numbers set up properly based on your requirement?
宴會(huì)桌數(shù)有根據(jù)您的需求正確擺放嗎?
36. Was the tablecloth, chair cover and napkin set up properly based on your requirement?
宴會(huì)桌布、椅套和餐巾顏色有根據(jù)您的需求正確擺放嗎?
37. Was the VIP table set up properly based on your requirement??
宴會(huì)主桌有根據(jù)您的需求正確擺放嗎?
38. Was the correct table menu placed on the table base on your requirement?
宴會(huì)桌面有準(zhǔn)備一本正確的婚宴菜單嗎?
39.

Were your drinks and snacks set up properly base on your requirement?

您自帶的飲料和干果數(shù)量正確并且根據(jù)您的需求正確擺放嗎?
40.

Were your own wines set up properly base on your requirement?

您自帶的酒水是否與您核對(duì)數(shù)量,并且根據(jù)您的需求正確擺放?

41. Was the food served with high quality and smoothly?
食物出品質(zhì)量好并且是服務(wù)流暢的?
42. Was the stage set up properly based on your requirement?
宴會(huì)舞臺(tái)有根據(jù)您的需求正確擺放嗎?
43. Was the AV set up properly based on your requirement?
宴會(huì)音響設(shè)備有根據(jù)您的需求正確準(zhǔn)備和擺放嗎?
44. Did the banquet service associate prepare enough ( 30pcs) car parking voucher for your? ( base on hotel policy)
宴會(huì)服務(wù)人員有為您準(zhǔn)備正確數(shù)量(30張)的停車(chē)票嗎?具體流程參照酒店停車(chē)票發(fā)放標(biāo)準(zhǔn)
45.

Was there one service associate follow up with you to check the quantity, take back the liquor deposit card and complete the relevant forms after your wedding ?

婚宴后您的自帶酒水有服務(wù)人員與您跟進(jìn)盤(pán)點(diǎn)數(shù)量,收回酒水寄存卡并且完成相關(guān)的表格?
46. Did the banquet manager/events manager/ hotel management check your wedding satisfaction?
宴會(huì)經(jīng)理或者是酒店管理層是否有檢查您婚宴的滿意度?
47. Was your bill settled correctly?
您的賬單是否正確的結(jié)算?
48. Engineering 工程部

Name of colleague who serve you:
為您提供服務(wù)的員工的名字:
49. Have you informed the customer or exhibition arranger of the load capacity of the power supply, the location of the power connection and the matters needing attention?
是否知會(huì)您或布展商,布展電源負(fù)載容量、電源接駁位置以及注意事項(xiàng)?
50. Inform the guests or the exhibition arranger that the exhibition arrangement involves fire safety matters and explain the fire safety matters in the exhibition arrangement agreement?
是否知會(huì)您或布展商,布展涉及消防安全注意事項(xiàng)并解釋布展協(xié)議消防安全事項(xiàng)?
51. Have you consulted the approximate number of elderly and children in the wedding banquet guests (in order to control the air conditioning temperature)?
是否有咨詢(xún)婚宴宴請(qǐng)的客人中老人和兒童的大概數(shù)量(以便對(duì)空調(diào)溫度的掌控)了嗎?
52. Have you informed the guests, or the exhibition arranger hotel engineering department will arrange someone to watch the air conditioning system and power distribution system during the banquet (to make the guests feel safe)?
是否知會(huì)您或布展商,酒店工程部在宴會(huì)期間會(huì)安排專(zhuān)人值守空調(diào)系統(tǒng)和配電系統(tǒng)(使客人產(chǎn)生安全感)?
53. Are microphones and batteries reserved (for temporary replacement of equipment failure during the banquet)?
是否有預(yù)留麥克風(fēng)以及電池(以便宴會(huì)舉行期間設(shè)備故障臨時(shí)替補(bǔ))?
54. Whether to make a summary with relevant departments at the end of the banquet (successes and deficiencies during the banquet)?
宴會(huì)結(jié)束是否與相關(guān)部門(mén)進(jìn)行總結(jié)(宴會(huì)舉行期間的成功與不足的地方)?
55. Colleague - Behavioral Standard 員工-行為標(biāo)準(zhǔn)

Was colleague well-groomed and neatly presented in clean, well fitted uniforms and wearing name tag?
員工是否穿著干凈、合身的制服,并佩戴姓名牌?
56. Colleague look sophisticated and professional, engage with the guest in a well-paced, friendly and interested manner, resulting in a positive first impression?
員工看起來(lái)干練專(zhuān)業(yè),能夠以良好的節(jié)奏、友好和有趣的方式與客人互動(dòng),給人留下積極的第一印象?
57. Did colleague recognize and meet your needs and make every effort to meet them or offer a suitable alternative, showing empathy?
員工是否認(rèn)知、遇見(jiàn)您的需求,并盡一切努力滿足或提供合適的替代方案,展現(xiàn)出對(duì)客同理心?
58. Did colleague communication appropriate, natural and comfortable, use of English adequate to be fully understood?
員工溝通是否恰到好處、自然且舒適,英語(yǔ)的使用是否足以被完全理解?
59. Whether the colleague is warm and natural in service?
員工在服務(wù)時(shí)是否熱情而自然?
60. Did the colleague actively listen, avoid interrupting and give the guest their undivided attention (i.e., the guest should not have to repeat themselves)?
員工是否積極傾聽(tīng)、避免打斷客人的談話并專(zhuān)注于客人(即客人不必重復(fù)自己的話)?
61. Did the colleague provide professional service without repetitive or disturbing services?
員工是否服務(wù)專(zhuān)業(yè),無(wú)重復(fù)或干擾性服務(wù)?
62. Did the colleague offer a sincere farewell at the end of the conversation and show appreciation?
員工在談話結(jié)束時(shí)是否有真誠(chéng)的告別并表示了感謝?
63. Did you encounter any problems during the experience?
您在體驗(yàn)期間是否遇到問(wèn)題?
64. Was colleague actively providing solutions to you?
員工是否積極為您提供解決方案?
65. Were colleagues professional and flexible?
員工是否專(zhuān)業(yè)并具備靈活性?
66. Were you satisfied with the solution?
問(wèn)題解決是否令您滿意?
67. Please rate the problem-solving ability of the colleagues comprehensively
請(qǐng)為員工解決問(wèn)題的能力進(jìn)行綜合打分
68. Environment 環(huán)境
  • Poor 差
  • Fair 一般
  • Good 好
  • Very Good 非常好
  • Excellent
Comfort of tables and chairs 桌椅舒適度
Cleanliness 衛(wèi)生
Lighting 燈光
Temperature 溫度 
Hi-fi 音響設(shè)備
Projection 投影設(shè)備
69. Food & Beverage 食品與酒水
  • Poor 差
  • Fair 一般
  • Good 好
  • Very Good 非常好
  • Excellent
Taste 口味
Visual Appeal 賣(mài)相(搭配使用的器皿)
Temperature溫度
Portion 份量
Speed 上菜/酒水的速度
Feature 特色 
Overall Experience 整體體驗(yàn)
70. Please rate your experience
請(qǐng)為您的體驗(yàn)打分
Poor 差(1)
Excellent 極好(5)
71. How would you rate this experience? Why?
您如何評(píng)價(jià)此體驗(yàn)?為什么?
72. Please share more suggestions to help us improve our guest service performance
請(qǐng)分享更多建議以幫助我們提升對(duì)客服務(wù)表現(xiàn):
Thank you for taking your time to give us your valuable feedback and suggestions.
Please kindly submit immediately this form after experience.

非常感謝您花時(shí)間為我們提出的寶貴意見(jiàn)。
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